function getReopenStatus()
{
global $cfg;
$status = null;
if ($this->isReopenable() && ($c = $this->getConfiguration()) && isset($c['reopenstatus'])) {
$status = TicketStatus::lookup($c['reopenstatus'] ?: $cfg->getDefaultTicketStatusId());
}
return $status && !strcasecmp($status->getState(), 'open') ? $status : null;
}
function postNote($vars, &$errors, $poster, $alert = true)
{
global $cfg, $thisstaff;
//Who is posting the note - staff or system?
$vars['staffId'] = 0;
$vars['poster'] = 'SYSTEM';
if ($poster && is_object($poster)) {
$vars['staffId'] = $poster->getId();
$vars['poster'] = $poster->getName();
} elseif ($poster) {
//string
$vars['poster'] = $poster;
}
if (!($note = $this->getThread()->addNote($vars, $errors))) {
return null;
}
$alert = $alert && (isset($vars['flags']) ? !$vars['flags']['bounce'] && !$vars['flags']['auto-reply'] : true);
// Get assigned staff just in case the ticket is closed.
$assignee = $this->getStaff();
if ($vars['note_status_id'] && ($status = TicketStatus::lookup($vars['note_status_id']))) {
if ($this->setStatus($status)) {
$this->reload();
}
}
// If alerts are not enabled then return a success.
if (!$alert || !$cfg->alertONNewNote() || !($dept = $this->getDept())) {
return $note;
}
if (($email = $dept->getAlertEmail()) && ($tpl = $dept->getTemplate()) && ($msg = $tpl->getNoteAlertMsgTemplate())) {
$msg = $this->replaceVars($msg->asArray(), array('note' => $note));
// Alert recipients
$recipients = array();
//Last respondent.
if ($cfg->alertLastRespondentONNewNote()) {
$recipients[] = $this->getLastRespondent();
}
// Assigned staff / team
if ($cfg->alertAssignedONNewNote()) {
if ($assignee && $assignee instanceof Staff) {
$recipients[] = $assignee;
}
if ($team = $this->getTeam()) {
$recipients = array_merge($recipients, $team->getMembers());
}
}
// Dept manager
if ($cfg->alertDeptManagerONNewNote() && $dept && $dept->getManagerId()) {
$recipients[] = $dept->getManager();
}
$options = array('inreplyto' => $note->getEmailMessageId(), 'references' => $note->getEmailReferences(), 'thread' => $note);
$isClosed = $this->isClosed();
$sentlist = array();
foreach ($recipients as $k => $staff) {
if (!is_object($staff) || !$staff->isAvailable() || isset($sentlist[$staff->getEmail()]) || $note->getStaffId() == $staff->getId() || $isClosed && !$this->checkStaffAccess($staff)) {
continue;
}
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff->getEmail(), $alert['subj'], $alert['body'], null, $options);
$sentlist[$staff->getEmail()] = 1;
}
}
return $note;
}
function postNote($vars, &$errors, $poster, $alert = true)
{
global $cfg, $thisstaff;
//Who is posting the note - staff or system?
$vars['staffId'] = 0;
$vars['poster'] = 'SYSTEM';
if ($poster && is_object($poster)) {
$vars['staffId'] = $poster->getId();
$vars['poster'] = $poster->getName();
} elseif ($poster) {
//string
$vars['poster'] = $poster;
}
if (!$vars['ip_address'] && $_SERVER['REMOTE_ADDR']) {
$vars['ip_address'] = $_SERVER['REMOTE_ADDR'];
}
if (!($note = $this->getThread()->addNote($vars, $errors))) {
return null;
}
$alert = $alert && (isset($vars['flags']) ? !$vars['flags']['bounce'] && !$vars['flags']['auto-reply'] : true);
// Get assigned staff just in case the ticket is closed.
$assignee = $this->getStaff();
if ($vars['note_status_id'] && ($status = TicketStatus::lookup($vars['note_status_id']))) {
if ($this->setStatus($status)) {
$this->reload();
}
}
$activity = $vars['activity'] ?: _S('New Internal Note');
$this->onActivity(array('activity' => $activity, 'threadentry' => $note, 'assignee' => $assignee), $alert);
return $note;
}
function setSelectedTicketsStatus($state)
{
global $thisstaff, $ost;
$errors = $info = array();
if (!$thisstaff || !$thisstaff->canManageTickets()) {
$errors['err'] = sprintf('%s %s', sprintf(__('You do not have permission %s.'), __('to mass manage tickets')), __('Contact admin for such access'));
} elseif (!$_REQUEST['tids'] || !count($_REQUEST['tids'])) {
$errors['err'] = sprintf(__('You must select at least %s.'), __('one ticket'));
} elseif (!($status = TicketStatus::lookup($_REQUEST['status_id']))) {
$errors['status_id'] = sprintf('%s %s', __('Unknown or invalid'), __('status'));
} elseif (!$errors) {
// Make sure the agent has permission to set the status
switch (mb_strtolower($status->getState())) {
case 'open':
if (!$thisstaff->canCloseTickets() && !$thisstaff->canCreateTickets()) {
$errors['err'] = sprintf(__('You do not have permission %s.'), __('to reopen tickets'));
}
break;
case 'closed':
if (!$thisstaff->canCloseTickets()) {
$errors['err'] = sprintf(__('You do not have permission %s.'), __('to resolve/close tickets'));
}
break;
case 'deleted':
if (!$thisstaff->canDeleteTickets()) {
$errors['err'] = sprintf(__('You do not have permission %s.'), __('to archive/delete tickets'));
}
break;
default:
$errors['err'] = sprintf('%s %s', __('Unknown or invalid'), __('status'));
}
}
$count = count($_REQUEST['tids']);
if (!$errors) {
$i = 0;
$comments = $_REQUEST['comments'];
foreach ($_REQUEST['tids'] as $tid) {
if (($ticket = Ticket::lookup($tid)) && $ticket->getStatusId() != $status->getId() && $ticket->checkStaffAccess($thisstaff) && $ticket->setStatus($status, $comments)) {
$i++;
}
}
if (!$i) {
$errors['err'] = sprintf(__('Unable to change status for %s'), _N('the selected ticket', 'any of the selected tickets', $count));
} else {
// Assume success
if ($i == $count) {
if (!strcasecmp($status->getState(), 'deleted')) {
$msg = sprintf(__('Successfully deleted %s.'), _N('selected ticket', 'selected tickets', $count));
} else {
$msg = sprintf(__('Successfully changed status of %1$s to %2$s'), _N('selected ticket', 'selected tickets', $count), $status->getName());
}
$_SESSION['::sysmsgs']['msg'] = $msg;
} else {
if (!strcasecmp($status->getState(), 'deleted')) {
$warn = sprintf(__('Successfully deleted %s.'), sprintf(__('%1$d of %2$d selected tickets'), $i, $count));
} else {
$warn = sprintf(__('%1$d of %2$d %3$s status changed to %4$s'), $i, $count, _N('selected ticket', 'selected tickets', $count), $status->getName());
}
$_SESSION['::sysmsgs']['warn'] = $warn;
}
Http::response(201, 'Successfully processed');
}
}
return self::_changeSelectedTicketsStatus($state, $info, $errors);
}
