while ($_FILES['attachment']['name'][$i]) {
if (!$cfg->allowOnlineAttachments()) {
//Something wrong with the form...user shouldn't have an option to attach
$errors['attachment'] = 'File [ ' . $_FILES['attachment']['name'] . ' ] rejected: no upload permission.';
} elseif (!$cfg->canUploadFiles()) {
//TODO: saved vs emailed attachments...admin config??
$errors['attachment'] = _('Upload dir invalid. Contact admin.');
} elseif (!$cfg->canUploadFileType($_FILES['attachment']['name'][$i])) {
$errors['attachment'] = _('Invalid file type') . ' [ ' . Format::htmlchars($_FILES['attachment']['name'][$i]) . ' ]';
} elseif ($_FILES['attachment']['size'][$i] > $cfg->getMaxFileSize()) {
$errors['attachment'] = _('File is too big') . ': ' . $_FILES['attachment']['size'][$i] . ' bytes';
}
$i++;
}
//Make sure the email is not banned
if (!$errors && BanList::isbanned($ticket->getEmail())) {
$errors['err'] = _('Email is in banlist. Must be removed to reply');
}
//If no error...do the do.
if (!$errors && ($respId = $ticket->postResponse($_POST['response'], $_POST['signature'], $_FILES['attachment']))) {
$msg = _('Response Posted Successfully');
//Set status if any.
$wasOpen = $ticket->isOpen();
if (isset($_POST['ticket_status']) && $_POST['ticket_status']) {
if ($ticket->setStatus($_POST['ticket_status']) && $ticket->reload()) {
$note = sprintf(_('%s %s the ticket on reply'), $thisuser->getName(), $ticket->isOpen() ? _('reopened') : _('closed'));
$ticket->logActivity(sprintf(_('Ticket status changed to %s'), $ticket->isOpen() ? _('Open') : _('Closed')), $note);
}
}
//Finally upload attachment if any
if ($_FILES['attachment'] && $_FILES['attachment']['size']) {
//Useful warnings and errors the user might want to know!
if ($ticket->isClosed() && !$ticket->isReopenable()) {
$warn = sprintf(__('Current ticket status (%s) does not allow the end user to reply.'), $ticket->getStatus());
} elseif ($ticket->isAssigned() && ($staff && $staff->getId() != $thisstaff->getId() || $team && !$team->hasMember($thisstaff))) {
$warn .= sprintf(' <span class="Icon assignedTicket">%s</span>', sprintf(__('Ticket is assigned to %s'), implode('/', $ticket->getAssignees())));
}
if (!$errors['err']) {
if ($lock && $lock->getStaffId() != $thisstaff->getId()) {
$errors['err'] = sprintf(__('This ticket is currently locked by %s'), $lock->getStaffName());
} elseif ($emailBanned = TicketFilter::isBanned($ticket->getEmail())) {
$errors['err'] = __('Email is in banlist! Must be removed before any reply/response');
}
// elseif (!Validator::is_valid_email($ticket->getEmail()))
// $errors['err'] = __('EndUser email address is not valid! Consider updating it before responding');
}
$unbannable = $emailBanned ? BanList::includes($ticket->getEmail()) : false;
if ($ticket->isOverdue()) {
$warn .= ' <span class="Icon overdueTicket">' . __('Marked overdue!') . '</span>';
}
?>
<table width="940" cellpadding="2" cellspacing="0" border="0">
<tr>
<td width="20%" class="has_bottom_border">
<h2><a href="tickets.php?id=<?php
echo $ticket->getId();
?>
"
title="<?php
echo __('Reload');
?>
"><i class="icon-refresh"></i>
if (!$thisstaff->canBanEmails()) {
$errors['err'] = __('Permission Denied. You are not allowed to ban emails');
} elseif (BanList::includes($ticket->getEmail())) {
$errors['err'] = __('Email already in banlist');
} elseif (Banlist::add($ticket->getEmail(), $thisstaff->getName())) {
$msg = sprintf(__('Email %s added to banlist'), $ticket->getEmail());
} else {
$errors['err'] = __('Unable to add the email to banlist');
}
break;
case 'unbanemail':
if (!$thisstaff->canBanEmails()) {
$errors['err'] = __('Permission Denied. You are not allowed to remove emails from banlist.');
} elseif (Banlist::remove($ticket->getEmail())) {
$msg = __('Email removed from banlist');
} elseif (!BanList::includes($ticket->getEmail())) {
$warn = __('Email is not in the banlist');
} else {
$errors['err'] = __('Unable to remove the email from banlist. Try again.');
}
break;
case 'changeuser':
if (!$thisstaff->canEditTickets()) {
$errors['err'] = __('Permission Denied. You are not allowed to edit tickets');
} elseif (!$_POST['user_id'] || !($user = User::lookup($_POST['user_id']))) {
$errors['err'] = __('Unknown user selected');
} elseif ($ticket->changeOwner($user)) {
$msg = sprintf(__('Ticket ownership changed to %s'), Format::htmlchars($user->getName()));
} else {
$errors['err'] = __('Unable to change ticket ownership. Try again');
}
}
break;
default:
$errors['err']='Unknown action '.$_POST['do'];
}
break;
case 'banlist': //BanList.
require_once(INCLUDE_DIR.'class.banlist.php');
switch(strtolower($_POST['a'])) {
case 'add':
if(!$_POST['email'] || !Validator::is_email($_POST['email']))
$errors['err']='Please enter a valid email.';
elseif(BanList::isbanned($_POST['email']))
$errors['err']='Email already banned';
else{
if(BanList::add($_POST['email'],$thisuser->getName()))
$msg='Email added to banlist';
else
$errors['err']='Unable to add email to banlist. Try again';
}
break;
case 'remove':
if(!$_POST['ids'] || !is_array($_POST['ids'])) {
$errors['err']='You must select at least one email';
}else{
//TODO: move mass remove to Banlist class when needed elsewhere...at the moment this is the only place.
$sql='DELETE FROM '.BANLIST_TABLE.' WHERE id IN ('.implode(',',$_POST['ids']).')';
if(db_query($sql) && ($num=db_affected_rows()))
$msg="$num of $count selected emails removed from banlist";
else
$errors['err']='Unable to make remove selected emails. Try again.';
function create($var, &$errors, $origin, $autorespond = true, $alertstaff = true)
{
global $cfg, $thisclient, $_FILES;
/* Coders never code so fully and joyfully as when they do it for free - Peter Rotich */
$id = 0;
$fields = array();
$fields['name'] = array('type' => 'string', 'required' => 1, 'error' => 'Name required');
$fields['email'] = array('type' => 'email', 'required' => 1, 'error' => 'Valid email required');
$fields['subject'] = array('type' => 'string', 'required' => 1, 'error' => 'Subject required');
$fields['message'] = array('type' => 'text', 'required' => 1, 'error' => 'Message required');
if (strcasecmp($origin, 'web') == 0) {
//Help topic only applicable on web tickets.
$fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Select help topic');
} elseif (strcasecmp($origin, 'staff') == 0) {
//tickets created by staff...e.g on callins.
$fields['deptId'] = array('type' => 'int', 'required' => 1, 'error' => 'Dept. required');
$fields['source'] = array('type' => 'string', 'required' => 1, 'error' => 'Indicate source');
$fields['duedate'] = array('type' => 'date', 'required' => 0, 'error' => 'Invalid date - must be MM/DD/YY');
} else {
//Incoming emails
$fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => 'Email unknown');
}
$fields['pri'] = array('type' => 'int', 'required' => 0, 'error' => 'Invalid Priority');
$fields['phone'] = array('type' => 'phone', 'required' => 0, 'error' => 'Valid phone # required');
$validate = new Validator($fields);
if (!$validate->validate($var)) {
$errors = array_merge($errors, $validate->errors());
}
//Make sure the email is not banned
if (!$errors && BanList::isbanned($var['email'])) {
$errors['err'] = 'Ticket denied. Error #403';
//We don't want to tell the user the real reason...Psssst.
Sys::log(LOG_WARNING, 'Ticket denied', 'Banned email - ' . $var['email']);
//We need to let admin know which email got banned.
}
if (!$errors && $thisclient && strcasecmp($thisclient->getEmail(), $var['email'])) {
$errors['email'] = 'Email mismatch.';
}
//Make sure phone extension is valid
if ($var['phone_ext']) {
if (!is_numeric($var['phone_ext']) && !$errors['phone']) {
$errors['phone'] = 'Invalid phone ext.';
} elseif (!$var['phone']) {
//make sure they just didn't enter ext without phone #
$errors['phone'] = 'Phone number required';
}
}
//Make sure the due date is valid
if ($var['duedate']) {
if (!$var['time'] || strpos($var['time'], ':') === false) {
$errors['time'] = 'Select time';
} elseif (strtotime($var['duedate'] . ' ' . $var['time']) === false) {
$errors['duedate'] = 'Invalid duedate';
} elseif (strtotime($var['duedate'] . ' ' . $var['time']) <= time()) {
$errors['duedate'] = 'Due date must be in the future';
}
}
//check attachment..if any is set ...only set on webbased tickets..
if ($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments()) {
if (!$cfg->canUploadFileType($_FILES['attachment']['name'])) {
$errors['attachment'] = 'Invalid file type [ ' . Format::htmlchars($_FILES['attachment']['name']) . ' ]';
} elseif ($_FILES['attachment']['size'] > $cfg->getMaxFileSize()) {
$errors['attachment'] = 'File is too big. Max ' . $cfg->getMaxFileSize() . ' bytes allowed';
}
}
//check ticket limits..if limit set is >0
//TODO: Base ticket limits on SLA...
if ($var['email'] && !$errors && $cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff')) {
$openTickets = Ticket::getOpenTicketsByEmail($var['email']);
if ($openTickets >= $cfg->getMaxOpenTickets()) {
$errors['err'] = "You've reached the maximum open tickets allowed.";
//Send the notice only once (when the limit is reached) incase of autoresponders at client end.
if ($cfg->getMaxOpenTickets() == $openTickets && $cfg->sendOverlimitNotice()) {
if ($var['deptId']) {
$dept = new Dept($var['deptId']);
}
if (!$dept || !($tplId = $dept->getTemplateId())) {
$tplId = $cfg->getDefaultTemplateId();
}
$sql = 'SELECT ticket_overlimit_subj,ticket_overlimit_body FROM ' . EMAIL_TEMPLATE_TABLE . ' WHERE cfg_id=' . db_input($cfg->getId()) . ' AND tpl_id=' . db_input($tplId);
$resp = db_query($sql);
if (db_num_rows($resp) && (list($subj, $body) = db_fetch_row($resp))) {
$body = str_replace("%name", $var['name'], $body);
$body = str_replace("%email", $var['email'], $body);
$body = str_replace("%url", $cfg->getBaseUrl(), $body);
$body = str_replace('%signature', $dept && $dept->isPublic() ? $dept->getSignature() : '', $body);
if (!$dept || !($email = $dept->getAutoRespEmail())) {
$email = $cfg->getDefaultEmail();
}
if ($email) {
$email->send($var['email'], $subj, $body);
}
}
//Alert admin...this might be spammy (no option to disable)...but it is helpful..I think.
$msg = 'Support ticket request denied for ' . $var['email'] . "\n" . 'Open ticket:' . $openTickets . "\n" . 'Max Allowed:' . $cfg->getMaxOpenTickets() . "\n\nNotice only sent once";
Sys::alertAdmin('Overlimit Notice', $msg);
}
}
}
//Any error above is fatal.
if ($errors) {
return 0;
}
// OK...just do it.
$deptId = $var['deptId'];
//pre-selected Dept if any.
$priorityId = $var['pri'];
$source = ucfirst($var['source']);
$topic = NULL;
// Intenal mapping magic...see if we need to overwrite anything
if (isset($var['topicId'])) {
//Ticket created via web by user/or staff
if ($var['topicId'] && ($topic = new Topic($var['topicId'])) && $topic->getId()) {
$deptId = $deptId ? $deptId : $topic->getDeptId();
$priorityId = $priorityId ? $priorityId : $topic->getPriorityId();
$topicDesc = $topic->getName();
if ($autorespond) {
$autorespond = $topic->autoRespond();
}
}
$source = $var['source'] ? $var['source'] : 'Web';
} elseif ($var['emailId'] && !$var['deptId']) {
//Emailed Tickets
$email = new Email($var['emailId']);
if ($email && $email->getId()) {
$deptId = $email->getDeptId();
$priorityId = $priorityId ? $priorityId : $email->getPriorityId();
if ($autorespond) {
$autorespond = $email->autoRespond();
}
}
$email = null;
$source = 'Email';
} elseif ($var['deptId']) {
//Opened by staff.
$deptId = $var['deptId'];
$source = ucfirst($var['source']);
}
//Don't auto respond to mailer daemons.
if (strpos(strtolower($var['email']), 'mailer-daemon@') !== false || strpos(strtolower($var['email']), 'postmaster@') !== false) {
$autorespond = false;
}
//Last minute checks
$priorityId = $priorityId ? $priorityId : $cfg->getDefaultPriorityId();
$deptId = $deptId ? $deptId : $cfg->getDefaultDeptId();
$topicId = $var['topicId'] ? $var['topicId'] : 0;
$ipaddress = $var['ip'] ? $var['ip'] : $_SERVER['REMOTE_ADDR'];
//We are ready son...hold on to the rails.
$extId = Ticket::genExtRandID();
$sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ',ticketID=' . db_input($extId) . ',dept_id=' . db_input($deptId) . ',topic_id=' . db_input($topicId) . ',priority_id=' . db_input($priorityId) . ',email=' . db_input($var['email']) . ',name=' . db_input(Format::striptags($var['name'])) . ',subject=' . db_input(Format::striptags($var['subject'])) . ',helptopic=' . db_input(Format::striptags($topicDesc)) . ',phone="' . db_input($var['phone'], false) . '"' . ',phone_ext=' . db_input($var['phone_ext'] ? $var['phone_ext'] : '') . ',ip_address=' . db_input($ipaddress) . ',source=' . db_input($source);
//Make sure the origin is staff - avoid firebug hack!
if ($var['duedate'] && !strcasecmp($origin, 'staff')) {
$sql .= ',duedate=' . db_input(date('Y-m-d G:i', Misc::dbtime($var['duedate'] . ' ' . $var['time'])));
}
//echo $sql;
$ticket = null;
//return $ticket;
if (db_query($sql) && ($id = db_insert_id())) {
if (!$cfg->useRandomIds()) {
//Sequential ticketIDs support really..really suck arse.
$extId = $id;
//To make things really easy we are going to use autoincrement ticket_id.
db_query('UPDATE ' . TICKET_TABLE . ' SET ticketID=' . db_input($extId) . ' WHERE ticket_id=' . $id);
//TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable]
}
//Load newly created ticket.
$ticket = new Ticket($id);
//post the message.
$msgid = $ticket->postMessage($var['message'], $source, $var['mid'], $var['header'], true);
//TODO: recover from postMessage error??
//Upload attachments...web based.
if ($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments() && $msgid) {
if (!$cfg->allowAttachmentsOnlogin() || $cfg->allowAttachmentsOnlogin() && ($thisclient && $thisclient->isValid())) {
$ticket->uploadAttachment($_FILES['attachment'], $msgid, 'M');
//TODO: recover from upload issues?
}
}
$dept = $ticket->getDept();
if (!$dept || !($tplId = $dept->getTemplateId())) {
$tplId = $cfg->getDefaultTemplateId();
}
//Overwrite auto responder if the FROM email is one of the internal emails...loop control.
if ($autorespond && Email::getIdByEmail($ticket->getEmail())) {
$autorespond = false;
}
//SEND OUT NEW TICKET AUTORESP && ALERTS.
//New Ticket AutoResponse..
if ($autorespond && $cfg->autoRespONNewTicket() && $dept->autoRespONNewTicket()) {
$sql = 'SELECT ticket_autoresp_subj,ticket_autoresp_body FROM ' . EMAIL_TEMPLATE_TABLE . ' WHERE cfg_id=' . db_input($cfg->getId()) . ' AND tpl_id=' . db_input($tplId);
if (($resp = db_query($sql)) && db_num_rows($resp) && (list($subj, $body) = db_fetch_row($resp))) {
$body = $ticket->replaceTemplateVars($body);
$subj = $ticket->replaceTemplateVars($subj);
$body = str_replace('%message', $var['issue'] ? $var['issue'] : $var['message'], $body);
$body = str_replace('%signature', $dept && $dept->isPublic() ? $dept->getSignature() : '', $body);
if (!$dept || !($email = $dept->getAutoRespEmail())) {
$email = $cfg->getDefaultEmail();
}
if ($email) {
//Reply separator tag.
if ($cfg->stripQuotedReply() && ($tag = $cfg->getReplySeparator())) {
$body = "\n{$tag}\n\n" . $body;
}
$email->send($ticket->getEmail(), $subj, $body);
}
} else {
Sys::log(LOG_WARNING, 'Template Fetch Error', "Unable to fetch autoresponse template #{$tplId}");
}
}
//If enabled...send alert to staff (New Ticket Alert)
if ($alertstaff && $cfg->alertONNewTicket() && is_object($ticket)) {
$sql = 'SELECT ticket_alert_subj,ticket_alert_body FROM ' . EMAIL_TEMPLATE_TABLE . ' WHERE cfg_id=' . db_input($cfg->getId()) . ' AND tpl_id=' . db_input($tplId);
if (($resp = db_query($sql)) && db_num_rows($resp) && (list($subj, $body) = db_fetch_row($resp))) {
$body = $ticket->replaceTemplateVars($body);
$subj = $ticket->replaceTemplateVars($subj);
$body = str_replace('%message', $var['issue'] ? $var['issue'] : $var['message'], $body);
if (!($email = $cfg->getAlertEmail())) {
$email = $cfg->getDefaultEmail();
}
if ($email && $email->getId()) {
$sentlist = array();
//Admin Alert.
if ($cfg->alertAdminONNewTicket()) {
$alert = str_replace("%staff", 'Admin', $body);
$email->send($cfg->getAdminEmail(), $subj, $alert);
$sentlist[] = $cfg->getAdminEmail();
}
//get the list
$recipients = array();
//Dept. Manager
if ($cfg->alertDeptManagerONNewTicket()) {
$recipients[] = $dept->getManager();
}
//Staff members
if ($cfg->alertDeptMembersONNewTicket()) {
$sql = 'SELECT staff_id FROM ' . STAFF_TABLE . ' WHERE onvacation=0 AND dept_id=' . db_input($dept->getId());
if (($users = db_query($sql)) && db_num_rows($users)) {
while (list($id) = db_fetch_row($users)) {
$recipients[] = new Staff($id);
}
}
}
foreach ($recipients as $k => $staff) {
if (!$staff || !is_object($staff) || !$staff->isAvailable()) {
continue;
}
if (in_array($staff->getEmail(), $sentlist)) {
continue;
}
//avoid duplicate emails.
$alert = str_replace("%staff", $staff->getFirstName(), $body);
$email->send($staff->getEmail(), $subj, $alert);
$sentlist[] = $staff->getEmail();
}
}
} else {
Sys::log(LOG_WARNING, 'Template Fetch Error', "Unable to fetch 'new ticket' alert template #{$tplId}");
}
}
}
return $ticket;
}
//We are ready baby...lets roll. Akon rocks!
$dept = $ticket->getDept();
//Dept
$staff = $ticket->getStaff();
//Assiged staff.
$lock = $ticket->getLock();
//Ticket lock obj
$id = $ticket->getId();
//Ticket ID.
if ($staff) {
$warn .= ' <span class="Icon assignedTicket">Ticket is assigned to ' . $staff->getName() . '</span>';
}
if (!$errors['err'] && ($lock && $lock->getStaffId() != $thisuser->getId())) {
$errors['err'] = 'This ticket is currently locked by another staff member!';
}
if (!$errors['err'] && ($emailBanned = BanList::isbanned($ticket->getEmail()))) {
$errors['err'] = 'Email is in banlist! Must be removed before any reply/response';
}
if ($ticket->isOverdue()) {
$warn .= ' <span class="Icon overdueTicket">Marked overdue!</span>';
}
?>
<table width="100%" cellpadding="2" cellspacing="0" border="0">
<tr>
<td class="msg" width=50%>Ticket #<?php
echo $ticket->getExtId();
?>
<a
href="tickets.php?id=<?php
echo $id;
?>
$errors['err'] = $errors['val'] = 'Valid email address required';
} elseif (!$errors) {
$vars = array('w' => 'email', 'h' => 'equal', 'v' => trim($_POST['val']), 'filter_id' => $filter->getId(), 'isactive' => $_POST['isactive'], 'notes' => $_POST['notes']);
if ($rule->update($vars, $errors)) {
$msg = 'Email updated successfully';
} elseif (!$errors['err']) {
$errors['err'] = 'Error updating ban rule. Try again!';
}
}
break;
case 'add':
if (!$filter) {
$errors['err'] = 'Unknown or invalid ban list';
} elseif (!$_POST['val'] || !Validator::is_email($_POST['val'])) {
$errors['err'] = $errors['val'] = 'Valid email address required';
} elseif (BanList::includes(trim($_POST['val']))) {
$errors['err'] = $errors['val'] = 'Email already in the ban list';
} elseif ($filter->addRule('email', 'equal', trim($_POST['val']), array('isactive' => $_POST['isactive'], 'notes' => $_POST['notes']))) {
$msg = 'Email address added to ban list successfully';
$_REQUEST['a'] = null;
//Add filter rule here.
} elseif (!$errors['err']) {
$errors['err'] = 'Error creating ban rule. Try again!';
}
break;
case 'mass_process':
if (!$_POST['ids'] || !is_array($_POST['ids']) || !count($_POST['ids'])) {
$errors['err'] = 'You must select at least one email to process.';
} else {
$count = count($_POST['ids']);
switch (strtolower($_POST['a'])) {
/**
* @project ApPHP Business Directory
* @copyright (c) 2011 ApPHP
* @author ApPHP <*****@*****.**>
* @license http://www.gnu.org/licenses/
*/
// *** Make sure the file isn't accessed directly
defined('APPHP_EXEC') or die('Restricted Access');
//--------------------------------------------------------------------------
if ($objLogin->IsLoggedInAsAdmin()) {
$action = MicroGrid::GetParameter('action');
$rid = MicroGrid::GetParameter('rid');
$mode = 'view';
$msg = '';
$objBanList = new BanList();
if ($action == 'add') {
$mode = 'add';
} else {
if ($action == 'create') {
if ($objBanList->AddRecord()) {
$msg = draw_success_message(_ADDING_OPERATION_COMPLETED, false);
$mode = 'view';
} else {
$msg = draw_important_message($objBanList->error, false);
$mode = 'add';
}
} else {
if ($action == 'edit') {
$mode = 'edit';
} else {
function create($var, &$errors, $origin, $autorespond = true, $alertstaff = true)
{
global $cfg, $thisclient, $_FILES;
$id = 0;
$fields = array();
$fields['name'] = array('type' => 'string', 'required' => 1, 'error' => 'Name required');
$fields['email'] = array('type' => 'email', 'required' => 1, 'error' => 'Valid email required');
$fields['subject'] = array('type' => 'string', 'required' => 1, 'error' => 'Subject required');
$fields['message'] = array('type' => 'text', 'required' => 1, 'error' => 'Message required');
if (strcasecmp($origin, 'web') == 0) {
//Help topic only applicable on web tickets.
$fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Select help topic');
} elseif (strcasecmp($origin, 'staff') == 0) {
//tickets created by staff...e.g on callins.
$fields['deptId'] = array('type' => 'int', 'required' => 1, 'error' => 'Dept. required');
$fields['source'] = array('type' => 'string', 'required' => 1, 'error' => 'Indicate source');
} else {
//Incoming emails (PIPE or POP.
$fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => 'Email unknown');
}
$fields['pri'] = array('type' => 'int', 'required' => 0, 'error' => 'Invalid Priority');
$fields['phone'] = array('type' => 'phone', 'required' => 0, 'error' => 'Phone # required');
$validate = new Validator($fields);
if (!$validate->validate($var)) {
$errors = array_merge($errors, $validate->errors());
}
//Make sure the email is not banned
if (!$errors && BanList::isbanned($var['email'])) {
$errors['err'] = 'Ticket denied Error #403';
}
if (!$errors && $thisclient && strcasecmp($thisclient->getEmail(), $var['email'])) {
$errors['email'] = 'Email mismatch.';
}
//check attachment..if any is set ...only set on webbased tickets..
if ($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments()) {
if (!$cfg->canUploadFileType($_FILES['attachment']['name'])) {
$errors['attachment'] = 'Invalid file type [ ' . $_FILES['attachment']['name'] . ' ]';
} elseif ($_FILES['attachment']['size'] > $cfg->getMaxFileSize()) {
$errors['attachment'] = 'File is too big. Max ' . $cfg->getMaxFileSize() . ' bytes allowed';
}
}
//check ticket limits..if limit set is >0
//TODO: Base ticket limits on SLA...
if ($var['email'] && !$errors && $cfg->getMaxOpenTickets() > 0) {
$openTickets = Ticket::getOpenTicketsByEmail($var['email']);
if ($openTickets >= $cfg->getMaxOpenTickets()) {
$errors['err'] = "You've reached the maximum open tickets allowed.";
//Send the notice only once (when the limit is reached) incase of autoresponders at client end.
if ($cfg->getMaxOpenTickets() == $openTickets && $cfg->sendOverlimitNotice()) {
$sql = 'SELECT ticket_overlimit_subj,ticket_overlimit_body FROM ' . EMAIL_TEMPLATE_TABLE . ' WHERE cfg_id=' . db_input($cfg->getId()) . ' AND tpl_id=' . db_input($cfg->getDefaultTemplateId());
$resp = db_query($sql);
if (db_num_rows($resp) && (list($subj, $body) = db_fetch_row($resp))) {
$body = str_replace("%name", $var['name'], $body);
$body = str_replace("%email", $var['email'], $body);
$body = str_replace("%url", $cfg->getBaseUrl(), $body);
Misc::sendmail($var['email'], $subj, $body, $cfg->getNoReplyEmail());
}
}
//Alert admin...this might be spammy (no option to disable)...but it is helpful..I think.
$msg = 'Support ticket request denied for ' . $var['email'] . "\n" . 'Open ticket:' . $openTickets . "\n" . 'Max Allowed:' . $cfg->getMaxOpenTickets() . "\n";
Misc::alertAdmin('Overlimit Notice', $msg);
}
}
//Any error above is fatal.
if ($errors) {
return 0;
}
// OK...just do it.
$deptId = $var['deptId'];
//pre-selected Dept if any.
$priorityId = $var['pri'];
$source = ucfirst($var['source']);
// Intenal mapping magic...see if we need to overwrite anything
if (isset($var['topicId']) && !$var['deptId']) {
//Ticket created via web by user
if ($var['topicId'] && ($topic = new Topic($var['topicId'])) && $topic->getId()) {
$deptId = $topic->getDeptId();
$priorityId = $priorityId ? $priorityId : $topic->getPriorityId();
$autorespond = $topic->autoRespond();
}
$topic = null;
$source = 'Web';
} elseif ($var['emailId'] && !$var['deptId']) {
//Emailed Tickets
$email = new Email($var['emailId']);
if ($email && $email->getId()) {
$deptId = $email->getDeptId();
$autorespond = $email->autoRespond();
$priorityId = $priorityId ? $priorityId : $email->getPriorityId();
}
$email = null;
$source = 'Email';
} elseif ($var['deptId']) {
//Opened by staff.
$deptId = $var['deptId'];
$source = ucfirst($var['source']);
}
//Last minute checks
$priorityId = $priorityId ? $priorityId : $cfg->getDefaultPriorityId();
$deptId = $deptId ? $deptId : $cfg->getDefaultDeptId();
$ipaddress = $var['ip'] ? $var['ip'] : $_SERVER['REMOTE_ADDR'];
//We are ready son...hold on to the rails.
$extId = Ticket::genExtRandID();
$sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ',ticketID=' . db_input($extId) . ',dept_id=' . db_input($deptId) . ',priority_id=' . db_input($priorityId) . ',email=' . db_input($var['email']) . ',name=' . db_input(Format::striptags($var['name'])) . ',subject=' . db_input(Format::striptags($var['subject'])) . ',phone=' . db_input($var['phone']) . ',ip_address=' . db_input($ipaddress) . ',source=' . db_input($source);
//echo $sql;
$ticket = null;
//return $ticket;
if (db_query($sql) && ($id = db_insert_id())) {
if (!$cfg->useRandomIds()) {
//Sequential ticketIDs support really..really suck arse.
$extId = $id;
//To make things really easy we are going to use autoincrement ticket_id.
db_query('UPDATE ' . TICKET_TABLE . ' SET ticketID=' . db_input($extId) . ' WHERE ticket_id=' . $id);
//TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable]
}
//Load newly created ticket.
$ticket = new Ticket($id);
//post the message.
$msgid = $ticket->postMessage($var['message'], $var['header'], $source, true);
//TODO: recover from postMessage error??
//Upload attachments...web based.
if ($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments() && $msgid) {
if (!$cfg->allowAttachmentsOnlogin() || $cfg->allowAttachmentsOnlogin() && ($thisclient && $thisclient->isValid())) {
$ticket->uploadAttachment($_FILES['attachment'], $msgid, 'M');
//TODO: recover from upload issues?
}
}
$dept = $ticket->getDept();
//SEND OUT NEW TICKET AUTORESP && ALERTS.
//New Ticket AutoResponse..
if ($autorespond && $cfg->autoRespONNewTicket() && $dept->autoRespONNewTicket()) {
$sql = 'SELECT ticket_autoresp_subj,ticket_autoresp_body FROM ' . EMAIL_TEMPLATE_TABLE . ' WHERE cfg_id=' . db_input($cfg->getId()) . ' AND tpl_id=' . db_input($cfg->getDefaultTemplateId());
$resp = db_query($sql);
if ($resp && (list($subj, $body) = db_fetch_row($resp))) {
$subj = str_replace("%ticket", $ticket->getExtId(), $subj);
$body = str_replace("%ticket", $ticket->getExtId(), $body);
$body = str_replace("%name", $ticket->getName(), $body);
$body = str_replace("%email", $ticket->getEmail(), $body);
$body = str_replace("%url", $cfg->getBaseUrl(), $body);
$body = str_replace("%signature", $dept ? $dept->getSignature() : '', $body);
$email = $from = $fromName = null;
if (!$dept->noreplyAutoResp() && ($email = $dept->getEmail())) {
$from = $email->getEmail();
$fromName = $email->getName();
//Reply separator tag.
if ($cfg->stripQuotedReply() && ($tag = $cfg->getReplySeparator())) {
$body = "\n{$tag}\n\n" . $body;
}
} else {
$from = $cfg->getNoReplyEmail();
}
Misc::sendmail($ticket->getEmail(), $subj, $body, $from, $fromName);
}
}
//If enabled...send alert to staff (New Ticket Alert)
if ($alertstaff && $cfg->alertONNewTicket() && is_object($ticket)) {
$sql = 'SELECT ticket_alert_subj,ticket_alert_body FROM ' . EMAIL_TEMPLATE_TABLE . ' WHERE cfg_id=' . db_input($cfg->getId()) . ' AND tpl_id=' . db_input($cfg->getDefaultTemplateId());
$resp = db_query($sql);
if ($resp && (list($subj, $body) = db_fetch_row($resp))) {
$body = str_replace("%ticket", $ticket->getExtId(), $body);
$body = str_replace("%name", $ticket->getName(), $body);
$body = str_replace("%email", $ticket->getEmail(), $body);
$body = str_replace("%subject", $ticket->getSubject(), $body);
$body = str_replace("%dept", $dept ? $dept->getName() : '', $body);
$body = str_replace("%message", $var['message'], $body);
$body = str_replace("%url", $cfg->getBaseUrl(), $body);
$sentlist = array();
//Admin Alert.
if ($cfg->alertAdminONNewTicket()) {
$alert = str_replace("%staff", 'Admin', $body);
Misc::sendmail($cfg->getAdminEmail(), $subj, $alert, $cfg->getAlertEmail());
$sentlist[] = $cfg->getAdminEmail();
}
//get the list
$recipients = array();
//Dept. Manager
if ($cfg->alertDeptManagerONNewTicket()) {
$recipients[] = $dept->getManager();
}
//Staff members
if ($cfg->alertDeptMembersONNewTicket()) {
$sql = 'SELECT staff_id FROM ' . STAFF_TABLE . ' WHERE onvacation=0 AND dept_id=' . db_input($dept->getId());
if (($users = db_query($sql)) && db_num_rows($users)) {
while (list($id) = db_fetch_row($users)) {
$recipients[] = new Staff($id);
}
}
}
//Ok...we are ready to go...baby!
foreach ($recipients as $k => $staff) {
if (!$staff || !is_object($staff) || !$staff->isAvailable()) {
continue;
}
if (in_array($staff->getEmail(), $sentlist)) {
continue;
}
//avoid duplicate emails.
$alert = str_replace("%staff", $staff->getFirstName(), $body);
Misc::sendmail($staff->getEmail(), $subj, $alert, $cfg->getAlertEmail());
$sentlist[] = $staff->getEmail();
}
}
}
}
return $ticket;
}
