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();
}
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;
}
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($link);
}
function delete_message()
{
if (!$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;
}