function archiveTicket($id)
{
$ticket = new Ticket($id);
$tid = $ticket->getExtId();
// Delete orphan tickets.
$owner = $ticket->getOwner();
if (!$owner) {
$ticket->delete();
return;
}
$o_name = $owner->getName();
$threads = $ticket->getThreadEntries(array('M', 'R', 'N'));
$out = ["id" => $tid, "department" => $ticket->getDeptName(), "subject" => $ticket->getSubject(), "opened" => $ticket->getOpenDate(), "closed" => $ticket->getCloseDate(), "owner" => (isset($o_name->name) ? $o_name->name : '') . " <" . $owner->getEmail() . ">", "thread" => []];
$date = date("Y-m-d", strtotime($out["opened"]));
$path = TICKET_PATH . "/" . $date . "/";
if (!@file_exists($path)) {
@mkdir($path);
}
// Individual messages.
foreach ($threads as $th) {
$out["thread"][] = ["id" => $th["id"], "staff_id" => $th["staff_id"], "thread_type" => $th["thread_type"], "poster" => $th["poster"], "title" => $th["title"], "body" => $th["body"], "created" => $th["created"], "updated" => $th["updated"], "attachments" => intval($th["attachments"])];
// Process attachments.
if ($th["attachments"] != 0) {
$entry = $ticket->getThreadEntry($th['id']);
$attachments = $entry->getAttachments();
foreach ($attachments as $a) {
$file = Attachment::lookup($a["attach_id"])->getFile();
$ext = $ext = strtolower(substr(strrchr($file->getName(), '.'), 1));
$fname = $tid . "_" . $th["id"] . "." . $ext;
@file_put_contents(ATTACHMENT_PATH . "/" . $fname, $file->getData());
}
}
}
// write the ticket to disk
file_put_contents($path . $tid, json_encode($out, JSON_PRETTY_PRINT));
// delete the ticket from the db
$ticket->delete();
}
}
}
//See if we can fetch local ticket id associated with the ID given
if (!$errors && is_numeric($ticketID) && Validator::is_email($email) && ($tid = Ticket::getIdByExtId($ticketID))) {
//At this point we know the ticket is valid.
$ticket = new Ticket($tid);
//TODO: 1) Check how old the ticket is...3 months max?? 2) Must be the latest 5 tickets??
//Check the email given.
if ($ticket->getId() && strcasecmp($ticket->getEMail(), $email) == 0) {
//valid match...create session goodies for the client.
$user = new ClientSession($email, $ticket->getId());
$_SESSION['_client'] = array();
//clear.
$_SESSION['_client']['userID'] = $ticket->getEmail();
//Email
$_SESSION['_client']['key'] = $ticket->getExtId();
//Ticket ID --acts as password when used with email. See above.
$_SESSION['_client']['token'] = $user->getSessionToken();
$_SESSION['TZ_OFFSET'] = $cfg->getTZoffset();
$_SESSION['daylight'] = $cfg->observeDaylightSaving();
//Log login info...
$msg = sprintf("%s/%s logged in [%s]", $ticket->getEmail(), $ticket->getExtId(), $_SERVER['REMOTE_ADDR']);
Sys::log(LOG_DEBUG, 'User login', $msg);
//Redirect tickets.php
session_write_close();
session_regenerate_id();
@header("Location: tickets.php");
require_once 'tickets.php';
//Just incase. of header already sent error.
exit;
}
}
}
//See if we can fetch local ticket id associated with the ID given
if (!$errors && is_numeric($ticketID) && Validator::is_email($email) && ($tid = Ticket::getIdByExtId($ticketID))) {
//At this point we know that a ticket with the given number exists.
$ticket = new Ticket($tid);
//TODO: 1) Check how old the ticket is...3 months max?? 2) Must be the latest 5 tickets??
//Check the email given.
if ($ticket->getId() && strcasecmp($ticket->getEMail(), $email) == 0) {
//valid email match...create session goodies for the user.
$user = new UserSession($email, $ticket->getId());
$_SESSION['_user'] = array();
//clear.
$_SESSION['_user']['userID'] = $ticket->getEmail();
//Email
$_SESSION['_user']['key'] = $ticket->getExtId();
//Ticket ID --acts as password when used with email. See above.
$_SESSION['_user']['token'] = $user->getSessionToken();
$_SESSION['TZ_OFFSET'] = $cfg->getTZoffset();
$_SESSION['daylight'] = $cfg->observeDaylightSaving();
//Log login info...
$msg = sprintf("%s/%s " . _("logged in"), $ticket->getEmail(), $ticket->getExtId());
Sys::log(LOG_DEBUG, 'User login', $msg, $ticket->getEmail());
//Redirect tickets.php
session_write_close();
session_regenerate_id();
@header("Location: tickets.php");
require_once 'tickets.php';
//Just incase. of header already sent error.
exit;
}
$errors['err'] = 'You\'ve reached maximum failed login attempts allowed. Try again after 5 minutes or <a href="new.php">open a new ticket</a>';
}
//See if we can fetch local ticket id associated with the ID given
if (!$errors && is_numeric($ticketID) && Validator::is_email($email) && ($tid = Ticket::getIdByExtId($ticketID))) {
//At this point we know the ticket is valid.
$ticket = new Ticket($tid);
//TODO: 1) Check how old the ticket is...3 months max?? 2) Must be the latest 5 tickets??
//Check the email given.
if ($ticket->getId() && strcasecmp($ticket->getEMail(), $email) == 0) {
//valid match...create session goodies for the client.
$user = new ClientSession($email, $ticket->getId());
$_SESSION['_client'] = array();
//clear.
$_SESSION['_client']['userID'] = $ticket->getEmail();
//Email
$_SESSION['_client']['key'] = $ticket->getExtId();
//Ticket ID --acts as password when used with email. See above.
$_SESSION['_client']['token'] = $user->getSessionToken();
$_SESSION['TZ_OFFSET'] = $cfg->getTZoffset();
$_SESSION['daylight'] = $cfg->observeDaylightSaving();
//Redirect view.php
@header("Location: view.php");
require 'view.php';
//Just incase. of header already sent error.
exit;
}
}
//If we get to this point we know the login failed.
//TODO: login strikes should be DB based for better security checks ( session can be reset!)
$loginmsg = 'Invalid login';
$_SESSION['_client']['strikes'] += 1;
function previewTicket($tid)
{
global $thisstaff;
$ticket = new Ticket($tid);
$resp = sprintf('<div style="width:500px;">
<strong>Ticket #%d Preview</strong><br>INFO HERE!!', $ticket->getExtId());
$options[] = array('action' => 'Thread (' . $ticket->getThreadCount() . ')', 'url' => "tickets.php?id={$tid}");
if ($ticket->getNumNotes()) {
$options[] = array('action' => 'Notes (' . $ticket->getNumNotes() . ')', 'url' => "tickets.php?id={$tid}#notes");
}
if ($ticket->isOpen()) {
$options[] = array('action' => 'Reply', 'url' => "tickets.php?id={$tid}#reply");
}
if ($thisstaff->canAssignTickets()) {
$options[] = array('action' => $ticket->isAssigned() ? 'Reassign' : 'Assign', 'url' => "tickets.php?id={$tid}#assign");
}
if ($thisstaff->canTransferTickets()) {
$options[] = array('action' => 'Transfer', 'url' => "tickets.php?id={$tid}#transfer");
}
$options[] = array('action' => 'Post Note', 'url' => "tickets.php?id={$tid}#note");
if ($options) {
$resp .= '<ul class="tip_menu">';
foreach ($options as $option) {
$resp .= sprintf('<li><a href="%s">%s</a></li>', $option['url'], $option['action']);
}
$resp .= '</ul>';
}
$resp .= '</div>';
return $resp;
}
function create($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;
}
