Esempio n. 1
0
 function display($tpl = null)
 {
     if (FSS_Settings::Get('support_only_admin_open')) {
         return $this->noPermission("Access Denied", "CREATING_NEW_TICKETS_BY_USERS_IS_CURRENTLY_DISABLED");
     }
     if (!FSS_Permission::auth("fss.ticket.open", "com_fss.support_user")) {
         return FSS_Helper::NoPerm();
     }
     $mainframe = JFactory::getApplication();
     $user = JFactory::getUser();
     $userid = $user->get('id');
     $this->assign('userid', $userid);
     $this->assign('email', '');
     // defaults for blank ticket
     $this->ticket = new stdClass();
     $this->ticket->prodid = FSS_Input::getInt('prodid');
     $this->ticket->deptid = FSS_Input::getInt('deptid');
     $this->ticket->catid = FSS_Input::getInt('catid');
     $this->ticket->priid = FSS_Input::getInt('priid');
     $this->ticket->subject = FSS_Input::getString('subject');
     $this->ticket->body = FSS_Input::getBBCode('body');
     $this->errors['subject'] = '';
     $this->errors['body'] = '';
     $this->errors['cat'] = '';
     $what = FSS_Input::getCmd('what');
     // done with ticket, try and save, if not, display any errors
     if ($what == "add") {
         if ($this->saveTicket()) {
             echo "Saved OK!";
             exit;
             $link = 'index.php?option=com_fss&view=ticket&layout=view&Itemid=' . FSS_Input::getInt('Itemid') . '&ticketid=' . $this->ticketid;
             $mainframe->redirect($link);
             return;
         }
     }
     $this->product = $this->get('Product');
     $this->dept = $this->get('Department');
     $this->cats = SupportHelper::getCategories();
     $this->pris = SupportHelper::getPriorities();
     $this->support_user_attach = FSS_Settings::get('support_user_attach');
     $this->fields = FSSCF::GetCustomFields(0, $prodid, $deptid);
     parent::display();
 }
Esempio n. 2
0
 function saveTicket()
 {
     $subject = FSS_Input::getString('subject');
     $body = FSS_Input::getBBCode('body');
     $prodid = FSS_Input::getInt('prodid');
     $deptid = FSS_Input::getInt('deptid');
     $catid = FSS_Input::getInt('catid');
     $priid = FSS_Input::getInt('priid');
     $handler = FSS_Input::getInt('handler');
     $user = JFactory::getUser();
     $userid = $user->get('id');
     $name = "";
     $session = JFactory::getSession();
     $this->admin_create = 0;
     if ($session->Get('admin_create')) {
         $this->admin_create = $session->Get('admin_create');
     }
     if ($this->admin_create == 1) {
         $this->admin_create = 1;
         $userid = $session->Get('admin_create_user_id');
     } else {
         if ($this->admin_create == 2) {
             $userid = 0;
         }
     }
     $db = JFactory::getDBO();
     if ($priid < 1) {
         $priid = FSS_Settings::get('support_default_priority');
     }
     $ticket['subject'] = $subject;
     $ticket['body'] = $body;
     $ticket['priid'] = $priid;
     $ticket['handler'] = $handler;
     $ok = true;
     $errors['subject'] = '';
     $errors['body'] = '';
     $errors['cat'] = '';
     $errors['captcha'] = '';
     $fields = FSSCF::GetCustomFields(0, $prodid, $deptid);
     if (FSS_Settings::get('support_subject_message_hide') == "subject") {
         $ticket['subject'] = substr(strip_tags($ticket['body']), 0, 40);
         $subject = $ticket['subject'];
     }
     if (FSS_Settings::get('support_altcat')) {
         $cats = $this->get('Cats');
         if (count($cats) > 0 && FSS_Input::getInt('catid') < 1) {
             $errors['cat'] = JText::_("YOU_MUST_SELECT_A_CATEGORY");
             $ok = false;
         }
     }
     if ($body == "" && FSS_Settings::get('support_subject_message_hide') != "message" && FSS_Settings::get('support_subject_message_hide') != "both") {
         $errors['body'] = JText::_("YOU_MUST_ENTER_A_MESSAGE_FOR_YOUR_SUPPORT_TICKET");
         $ok = false;
     }
     if (!FSSCF::ValidateFields($fields, $errors)) {
         $ok = false;
     }
     $email = "";
     $password = "";
     $now = FSS_Helper::CurDate();
     $this->sortCaptchaType();
     $captcha = new FSS_Captcha();
     if (!$captcha->ValidateCaptcha('support_captcha_type')) {
         $errors['captcha'] = JText::_("INVALID_SECURITY_CODE");
         $ok = false;
     }
     if ($userid < 1) {
         $email = FSSJ3Helper::getEscaped($db, $session->Get('ticket_email'));
         if ($session->Get('ticket_name')) {
             $name = FSSJ3Helper::getEscaped($db, $session->Get('ticket_name'));
         }
         if ($email == "" && $this->admin_create != 2) {
             $ok = false;
         } else {
             $password = FSS_Helper::createRandomPassword();
             $session->Set('ticket_pass', $password);
         }
     }
     // assign handler to ticket
     $admin_id = $handler;
     if (!$admin_id) {
         $admin_id = FSS_Ticket_Helper::AssignHandler($prodid, $deptid, $catid);
     }
     $now = FSS_Helper::CurDate();
     $def_open = FSS_Ticket_Helper::GetStatusID('def_open');
     if (FSS_Settings::get('support_subject_format') != "") {
         $parser = new FSSParser();
         foreach ($_POST as $var => $value) {
             $parser->setVar($var, FSS_Input::GetString($var));
         }
         foreach ($fields as $field) {
             $parser->setVar('custom_' . $field['alias'], FSS_Input::GetString('custom_' . $field['id']));
         }
         $user = JFactory::getUser($userid);
         $parser->setVar('userid', $userid);
         $parser->setVar('username', $user->username);
         $parser->setVar('name', $user->name);
         $parser->setVar('email', $user->email);
         $parser->setVar('subject', $subject);
         $parser->SetVar('product', FSS_EMail::GetProduct($prodid));
         $parser->SetVar('department', FSS_EMail::GetDepartment($deptid));
         $parser->SetVar('category', FSS_EMail::Getcategory($catid));
         $parser->SetVar('date', FSS_Helper::Date($now, FSS_DATE_SHORT));
         $parser->SetVar('time', FSS_Helper::Date($now, FSS_DATETIME_SHORT));
         $parser->SetTemplate(FSS_Settings::get('support_subject_format'));
         $result = $parser->Parse();
         if (trim($result) == "") {
             $sj = array();
             foreach ($fields as $field) {
                 $sj[] = FSS_Input::GetString('custom_' . $field['id']);
             }
             $result = implode(", ", $sj);
         }
         $ticket['subject'] = $result;
         $subject = $ticket['subject'];
         if ($subject == "") {
             $errors['subject'] = JText::_("YOU_MUST_ENTER_A_SUBJECT_FOR_YOUR_SUPPORT_TICKET");
             $ok = false;
         }
     }
     if ($ok) {
         $qry = "INSERT INTO #__fss_ticket_ticket (reference, ticket_status_id, ticket_pri_id, ticket_cat_id, ticket_dept_id, prod_id, title, opened, lastupdate, user_id, admin_id, email, password, unregname, lang) VALUES ";
         $qry .= "('', {$def_open}, '" . FSSJ3Helper::getEscaped($db, $priid) . "', '" . FSSJ3Helper::getEscaped($db, $catid) . "', '" . FSSJ3Helper::getEscaped($db, $deptid) . "', '" . FSSJ3Helper::getEscaped($db, $prodid) . "', '" . FSSJ3Helper::getEscaped($db, $subject) . "', '{$now}', '{$now}', '" . FSSJ3Helper::getEscaped($db, $userid) . "', '" . FSSJ3Helper::getEscaped($db, $admin_id) . "', '{$email}', '" . FSSJ3Helper::getEscaped($db, $password) . "', '{$name}', '" . JFactory::getLanguage()->getTag() . "')";
         $db->setQuery($qry);
         $db->Query();
         $this->ticketid = $db->insertid();
         $ref = FSS_Ticket_Helper::createRef($this->ticketid);
         $session->Set('ticket_reference', $ref);
         $qry = "UPDATE #__fss_ticket_ticket SET reference = '" . FSSJ3Helper::getEscaped($db, $ref) . "' WHERE id = '" . FSSJ3Helper::getEscaped($db, $this->ticketid) . "'";
         $db->setQuery($qry);
         $db->Query();
         if ($this->admin_create) {
             $curuser = JFactory::getUser();
             $premsg = date("Y-m-d H:i:s", strtotime($now) - 1);
             $msg = JText::sprintf('TICKET_OPENED_BY', $curuser->name, $curuser->username);
             $qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, posted, admin) VALUES ('";
             $qry .= FSSJ3Helper::getEscaped($db, $this->ticketid) . "','" . FSSJ3Helper::getEscaped($db, $subject) . "','" . FSSJ3Helper::getEscaped($db, $msg) . "','" . FSSJ3Helper::getEscaped($db, $curuser->id) . "','{$premsg}', 6)";
             $db->setQuery($qry);
             $db->Query();
         }
         $qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, posted) VALUES ('";
         $qry .= FSSJ3Helper::getEscaped($db, $this->ticketid) . "','" . FSSJ3Helper::getEscaped($db, $subject) . "','" . FSSJ3Helper::getEscaped($db, $body) . "','" . FSSJ3Helper::getEscaped($db, $userid) . "','{$now}')";
         $db->setQuery($qry);
         $db->Query();
         $messageid = $db->insertid();
         FSSCF::StoreFields($fields, $this->ticketid);
         // store tags if there are any posted
         $tags_input = FSS_Input::getString('tags');
         $parts = explode("|", $tags_input);
         foreach ($parts as $part) {
             $tag = trim($part);
             if (!$tag || $tag == "") {
                 continue;
             }
             $tags[] = $tag;
             $qry = "INSERT INTO #__fss_ticket_tags (ticket_id, tag) VALUES ('" . $this->ticketid . "', '" . $db->escape($tag) . "')";
             $db->setQuery($qry);
             $db->Query();
         }
         $t = new SupportTicket();
         $t->load($this->ticketid, true);
         $files = $t->addFilesFromPost($messageid, $userid);
         $t->stripImagesFromMessage($messageid);
         $subject = FSS_Input::getString('subject');
         $body = FSS_Input::getBBCode('body');
         $action_name = "User_Open";
         $action_params = array('subject' => $subject, 'user_message' => $body, 'files' => $files);
         SupportActions::DoAction($action_name, $t, $action_params);
         // additional users and emails if posted
         if ($this->admin_create > 0) {
             $additionalusers = JRequest::getVar('additionalusers');
             $additionalusers = explode(",", $additionalusers);
             $t->addCC($additionalusers, 0, 0);
             $additionalemails = JRequest::getVar('additionalemails');
             $additionalemails = explode(",", $additionalemails);
             foreach ($additionalemails as $email) {
                 $email = trim($email);
                 if ($email == "") {
                     continue;
                 }
                 $t->addEMailCC($email);
             }
             if ($t->admin_id != JFactory::getUser()->id) {
                 $t->addCC(JFactory::getUser()->id, 1, 0);
             }
         }
         $this->cleanAdminCreate();
         // if related is passed as part of ticket open, relate the 2 tickets
         $related = JRequest::getVar('related');
         if ($related > 0) {
             $t->addRelated($related);
         }
     }
     $this->errors = $errors;
     $this->ticket = $ticket;
     return $ok;
 }
Esempio n. 3
0
 function saveReply()
 {
     $this->removeDraft(FSS_Input::getInt('draft'));
     // get posted data
     $ticketid = FSS_Input::getInt('ticketid');
     $reply_type = FSS_Input::getCmd('reply_type');
     $user_message = FSS_Input::getBBCode('body');
     $handler_message = FSS_Input::getBBCode('body2');
     $subject = FSS_Input::getString('subject');
     // load ticket
     $ticket = new SupportTicket();
     if (!$ticket->load($ticketid)) {
         exit;
     }
     // set up some variables
     $user_id = JFactory::getUser()->id;
     $handler_id = $user_id;
     $old_st = $ticket->getStatus();
     $action_name = "";
     $action_params = array();
     $message_id = 0;
     $files_private = 0;
     // add signatures to messages
     if (FSS_Input::getInt('signature')) {
         if ($user_message) {
             $user_message .= SupportCanned::AppendSig(FSS_Input::getInt('signature'), $ticket);
         }
         if ($handler_message) {
             $handler_message .= SupportCanned::AppendSig(FSS_Input::getInt('signature'), $ticket);
         }
     }
     $extra_time = 0;
     $timestart = 0;
     $timeend = 0;
     if (FSS_Settings::Get('time_tracking') != "") {
         if (FSS_Settings::get('time_tracking_type') == 'se') {
             $timestart = strtotime("1970-01-01 " . FSS_Input::getString('timetaken_start'));
             $timeend = strtotime("1970-01-01 " . FSS_Input::getString('timetaken_end'));
             $extra_time = (int) (($timeend - $timestart) / 60);
         } elseif (FSS_Settings::get('time_tracking_type') == 'tm') {
             $timestart = strtotime(FSS_Input::getString('timetaken_start'));
             $timeend = strtotime(FSS_Input::getString('timetaken_end'));
             $extra_time = (int) (($timeend - $timestart) / 60);
         } else {
             $extra_time = (int) (FSS_Input::getInt('timetaken_hours') * 60 + FSS_Input::getInt('timetaken_mins'));
         }
     }
     // different reply types
     switch ($reply_type) {
         case 'reply':
             // post reply to user
             if ($user_message) {
                 $message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
                 $ticket->addTime($extra_time);
             } elseif ($extra_time > 0) {
                 // no message, add time if needed
                 $ticket->addTime($extra_time, "", true, $timestart, $timeend);
             }
             // update status
             $new_status = FSS_Input::getInt('reply_status');
             $ticket->updateStatus($new_status);
             // reassign ticket if needed
             if (FSS_Settings::get('support_assign_reply') == 1 && FSS_Input::getInt('dontassign') == 0) {
                 $ticket->assignHandler($handler_id, TICKET_ASSIGN_TOOK_OWNER);
             } elseif (FSS_Settings::get('support_autoassign') == 3 && $ticket->admin_id == 0 && FSS_Input::getInt('dontassign') == 0) {
                 $ticket->assignHandler($handler_id, TICKET_ASSIGN_ASSIGNED);
             }
             // call SupportActions handler for admin reply
             $action_name = "Admin_Reply";
             $action_params = array('subject' => $subject, 'user_message' => $user_message, 'status' => $new_status);
             break;
         case 'private':
             // add message to ticket
             if ($handler_message) {
                 $message_id = $ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
                 $ticket->addTime($extra_time);
             } else {
                 if ($extra_time > 0) {
                     $ticket->addTime($extra_time, "", true, $timestart, $timeend);
                 }
             }
             $files_private = 1;
             // call support actions for private comment
             $action_name = "Admin_Private";
             $action_params = array('subject' => $subject, 'handler_message' => $handler_message);
             break;
         case 'user':
             // update user on ticket
             $new_user_id = FSS_Input::getInt("user_id");
             $ticket->updateUser($new_user_id);
             if ($user_message) {
                 $message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
                 $ticket->addTime($extra_time);
             } else {
                 if ($extra_time > 0) {
                     $ticket->addTime($extra_time, "", true, $timestart, $timeend);
                     $extra_time = 0;
                 }
             }
             $action_name = "Admin_ForwardUser";
             $action_params = array('subject' => $subject, 'user_message' => $user_message, 'user_id' => $new_user_id);
             //
             break;
         case 'product':
             $new_handler_id = FSS_Input::getInt('new_handler');
             // update product and department
             $new_product_id = FSS_Input::getInt("new_product_id");
             $new_department_id = FSS_Input::getInt("new_department_id");
             $ticket->updateProduct($new_product_id);
             $ticket->updateDepartment($new_department_id);
             /**
              * -2 - Auto Assign
              * -1 - Unchanged
              * 0 - Unassigned
              * X - Hander
              **/
             if ($new_handler_id == -1) {
                 //$ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
             } else {
                 if ($new_handler_id == 0) {
                     $ticket->assignHandler(0, -1);
                 } else {
                     if ($new_handler_id > 0) {
                         $ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
                     } else {
                         if ($new_handler_id == -2) {
                             // auto assign new handler
                             $admin_id = FSS_Ticket_Helper::AssignHandler($new_product_id, $new_department_id, $ticket->ticket_cat_id, true);
                             $ticket->assignHandler($admin_id, TICKET_ASSIGN_FORWARD);
                         }
                     }
                 }
             }
             if ($user_message) {
                 $message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
                 $ticket->addTime($extra_time);
                 $extra_time = 0;
             }
             if ($handler_message) {
                 $ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
                 $ticket->addTime($extra_time);
                 $extra_time = 0;
             }
             if ($extra_time > 0) {
                 $ticket->addTime($extra_time, "", true, $timestart, $timeend);
             }
             $action_name = "Admin_ForwardProduct";
             $action_params = array('subject' => $subject, 'user_message' => $user_message, 'handler_message' => $handler_message, 'product_id' => $new_product_id, 'department_id' => $new_department_id);
             break;
         case 'handler':
             $new_handler_id = FSS_Input::getInt('new_handler');
             if ($new_handler_id == -2) {
                 // auto assign new handler
                 $admin_id = FSS_Ticket_Helper::AssignHandler($ticket->prod_id, $ticket->ticket_dept_id, $ticket->ticket_cat_id, true);
                 $ticket->assignHandler($admin_id, TICKET_ASSIGN_FORWARD);
             } else {
                 if ($new_handler_id != -1) {
                     $ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD);
                 }
             }
             // update status
             $new_status = FSS_Input::getCmd('reply_status');
             $ticket->updateStatus($new_status);
             if ($user_message) {
                 $message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend);
                 $ticket->addTime($extra_time);
                 $extra_time = 0;
             }
             if ($handler_message) {
                 $ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend);
                 $ticket->addTime($extra_time);
                 $extra_time = 0;
             }
             if ($extra_time > 0) {
                 $ticket->addTime($extra_time, "", true, $timestart, $timeend);
             }
             $action_name = "Admin_ForwardHandler";
             $action_params = array('subject' => $subject, 'user_message' => $user_message, 'handler_message' => $handler_message, 'handler_id' => $new_handler_id);
             break;
     }
     // add posted files
     $files = $ticket->addFilesFromPost($message_id, -1, $files_private);
     $ticket->stripImagesFromMessage($message_id);
     $action_params['files'] = $files;
     // call action handler
     SupportActions::DoAction($action_name, $ticket, $action_params);
     // Redirect to new page
     $link = FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticket->id, false);
     $new_st = $ticket->getStatus();
     if ($reply_type == "reply") {
         if ($new_st->is_closed && SupportUsers::getSetting("return_on_close")) {
             $link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_close"));
         } else {
             if (SupportUsers::getSetting("return_on_reply")) {
                 $link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_reply"));
             }
         }
     }
     JFactory::getApplication()->redirect($link);
 }
Esempio n. 4
0
 function delete_message()
 {
     if (!$this->view->can_EditTicket()) {
         exit;
     }
     $messageid = FSS_Input::getInt('messageid');
     $subject = FSS_Input::getString('subject');
     $body = FSS_Input::getBBCode('body');
     $body = urldecode($body);
     $subject = urldecode($subject);
     $db = JFactory::getDBO();
     $qry = "SELECT * FROM #__fss_ticket_messages WHERE id = " . FSSJ3Helper::getEscaped($db, $messageid);
     $db->setQuery($qry);
     $row = $db->LoadAssoc();
     $ticket = new SupportTicket();
     if ($ticket->load($row['ticket_ticket_id'])) {
         $ticket->deleteMessage($messageid, $subject, $body);
         if ($row['time'] > 0) {
             $ticket->addTime(-$row['time']);
         }
     }
     exit;
 }