?>
<?php
if (module_config::c('ticket_turn_around_rate_show', 1)) {
?>
<tr>
<th class="width1">
<?php
echo _l('Rate');
?>
</th>
<td>
<?php
$rate = module_ticket::get_reply_rate();
echo _l('We are currently processing about %s tickets every 24 hours', $rate['daily']);
?>
</td>
</tr>
<?php
}
?>
</tbody>
</table>
<?php
}
?>
public function external_hook($hook)
{
switch ($hook) {
case 'attachment':
$ticket_id = isset($_REQUEST['t']) ? (int) $_REQUEST['t'] : false;
$ticket_message_attachment_id = isset($_REQUEST['tma']) ? (int) $_REQUEST['tma'] : false;
$hash = isset($_REQUEST['hash']) ? trim($_REQUEST['hash']) : false;
if ($ticket_id && $ticket_message_attachment_id && $hash) {
$correct_hash = $this->link_open_attachment($ticket_id, $ticket_message_attachment_id, true);
if ($correct_hash == $hash) {
$attach = get_single('ticket_message_attachment', 'ticket_message_attachment_id', $ticket_message_attachment_id);
if (file_exists('includes/plugin_ticket/attachments/' . $attach['ticket_message_attachment_id'])) {
header("Content-type: application/octet-stream");
header('Content-Disposition: attachment; filename="' . $attach['file_name'] . '";');
$size = @readfile('includes/plugin_ticket/attachments/' . $attach['ticket_message_attachment_id']);
if (!$size) {
echo file_get_contents('includes/plugin_ticket/attachments/' . $attach['ticket_message_attachment_id']);
}
} else {
echo 'File no longer exists';
}
}
}
exit;
break;
case 'status':
ob_start();
?>
<table class="wpetss wpetss_status">
<tbody>
<tr>
<th><?php
_e('New/Pending Tickets');
?>
</th>
<td>
<?php
$sql = "SELECT COUNT(ticket_id) AS c FROM `" . _DB_PREFIX . "ticket` WHERE status_id = 1 OR status_id = 2";
$res = qa1($sql);
echo $res['c'];
?>
</td>
</tr>
<tr>
<th><?php
_e('In Progress Tickets');
?>
</th>
<td>
<?php
$sql = "SELECT COUNT(ticket_id) AS c FROM `" . _DB_PREFIX . "ticket` WHERE status_id = 3 OR status_id = " . _TICKET_STATUS_IN_PROGRESS_ID;
$res = qa1($sql);
echo $res['c'];
?>
</td>
</tr>
<tr>
<th><?php
_e('Resolved Tickets');
?>
</th>
<td>
<?php
$sql = "SELECT COUNT(ticket_id) AS c FROM `" . _DB_PREFIX . "ticket` WHERE status_id >= " . _TICKET_STATUS_RESOLVED_ID;
$res = qa1($sql);
echo $res['c'];
?>
</td>
</tr>
<tr>
<th><?php
_e('Estimated Turn Around');
?>
</th>
<td>
<?php
echo _l('We will reply within %s and %s %S', module_config::c('ticket_turn_around_days_min', 2), module_config::c('ticket_turn_around_days', 5), module_config::c('ticket_turn_around_period', 'days'));
?>
</td>
</tr>
<tr>
<th><?php
_e('Current Reply Rate');
?>
</th>
<td>
<?php
$rate = module_ticket::get_reply_rate();
echo _l('We are currently processing %s tickets every 24 hours', $rate['daily']);
?>
</td>
</tr>
</tbody>
</table>
<?php
echo preg_replace('/\\s+/', ' ', ob_get_clean());
exit;
break;
case 'public_new':
$ticket_id = 'new';
$ticket_account_id = module_config::c('ticket_default_account_id', 0);
//todo: set from a hashed variable in GET string.
if ($ticket_account_id) {
$ticket_account = self::get_ticket_account($ticket_account_id);
} else {
$ticket_account_id = 0;
$ticket_account = array();
}
if (!$ticket_account || $ticket_account['ticket_account_id'] != $ticket_account_id) {
// dont support accounts yet. work out the default customer id etc.. from settings.
$ticket_account = array('ticket_account_id' => 0, 'default_customer_id' => module_config::c('ticket_default_customer_id', 1), 'default_user_id' => module_config::c('ticket_default_user_id', 1), 'default_type' => module_config::c('ticket_type_id_default', 0));
}
// hack to better support recaptcha errors.
$save_public_ticket = false;
$errors = array();
if (isset($_REQUEST['_process']) && $_REQUEST['_process'] == 'save_public_ticket') {
// user is saving the ticket.
// process it!
$save_public_ticket = true;
if (module_config::c('ticket_recaptcha', 1)) {
if (!module_captcha::check_captcha_form()) {
// captcha was wrong.
$errors[] = _l('Sorry the captcha code you entered was incorrect. Please try again.');
if (isset($_FILES['attachment']) && isset($_FILES['attachment']['tmp_name']) && is_array($_FILES['attachment']['tmp_name'])) {
foreach ($_FILES['attachment']['tmp_name'] as $key => $val) {
if (is_uploaded_file($val)) {
$errors[] = _l('Please select your file attachments again as well.');
break;
}
}
}
$save_public_ticket = false;
}
}
}
if ($save_public_ticket && isset($_POST['new_ticket_message']) && strlen($_POST['new_ticket_message']) > 1) {
// this allows input variables to be added to our $_POST
// like extra fields etc.. from envato module.
handle_hook('ticket_create_post', $ticket_id);
// we're posting from a public account.
// check required fields.
if (!trim($_POST['subject'])) {
return false;
}
// check this user has a valid email address, find/create a user in the ticket user table.
// see if this email address exists in the wp user table, and link that user there.
$email = trim(strtolower($_POST['email']));
$name = trim($_POST['name']);
if (strpos($email, '@')) {
//todo - validate email.
$sql = "SELECT * FROM `" . _DB_PREFIX . "user` u WHERE u.`email` LIKE '" . mysql_real_escape_string($email) . "'";
$from_user = qa1($sql);
if ($from_user) {
$from_user_id = $from_user['user_id'];
// woo!! found a user. assign this customer to the ticket.
if ($from_user['customer_id']) {
$ticket_account['default_customer_id'] = $from_user['customer_id'];
}
} else {
// create a user under this account customer.
$default_customer_id = 0;
if ($ticket_account && $ticket_account['default_customer_id']) {
$default_customer_id = $ticket_account['default_customer_id'];
}
// create a new support user! go go!
if (strlen($name)) {
$bits = explode(' ', $name);
$first_name = array_shift($bits);
$last_name = implode(' ', $bits);
} else {
$first_name = $email;
$last_name = '';
}
$from_user = array('name' => $first_name, 'last_name' => $last_name, 'customer_id' => $default_customer_id, 'email' => $email, 'status_id' => 1, 'password' => substr(md5(time() . mt_rand(0, 600)), 3, 7));
global $plugins;
$from_user_id = $plugins['user']->create_user($from_user);
// todo: set the default role for this user
// based on the settings
/*}else{
echo 'Failed - no from accoutn set';
return;
}*/
}
if (!$from_user_id) {
echo 'Failed - cannot find the from user id';
echo $email . ' to support<hr>';
return;
}
// what type of ticket is this?
$public_types = $this->get_types(true);
$ticket_type_id = $ticket_account['default_type'];
if (isset($_POST['ticket_type_id']) && isset($public_types[$_POST['ticket_type_id']])) {
$ticket_type_id = $_POST['ticket_type_id'];
}
// echo $ticket_type_id;exit;
$ticket_data = array('user_id' => $from_user_id, 'force_logged_in_user_id' => $from_user_id, 'assigned_user_id' => $ticket_account['default_user_id'] ? $ticket_account['default_user_id'] : 0, 'ticket_type_id' => $ticket_type_id, 'customer_id' => $ticket_account['default_customer_id'], 'status_id' => 2, 'ticket_account_id' => $ticket_account_id, 'unread' => 1, 'subject' => $_POST['subject'], 'new_ticket_message' => $_POST['new_ticket_message'], 'ticket_extra' => isset($_POST['ticket_extra']) && is_array($_POST['ticket_extra']) ? $_POST['ticket_extra'] : array(), 'faq_product_id' => isset($_POST['faq_product_id']) ? (int) $_POST['faq_product_id'] : 0);
if (isset($public_types[$ticket_type_id]) && isset($public_types[$ticket_type_id]['default_user_id']) && $public_types[$ticket_type_id]['default_user_id'] > 0) {
$ticket_data['assigned_user_id'] = $public_types[$ticket_type_id]['default_user_id'];
}
if (module_config::c('ticket_allow_priority_selection', 0) && isset($_POST['priority'])) {
$priorities = $this->get_ticket_priorities();
if (isset($priorities[$_POST['priority']])) {
$ticket_data['priority'] = $_POST['priority'];
}
}
$ticket_id = $this->save_ticket('new', $ticket_data);
// check if they want a priority support
if (isset($_POST['do_priority']) && $_POST['do_priority']) {
// generate a "priority invoice" against this support ticket using the invoice module.
// this will display the invoice in the sidebar and the user can pay.
$this->generate_priority_invoice($ticket_id);
}
handle_hook('ticket_public_created', $ticket_id);
// where to redirect?
$url = module_config::c('ticket_public_new_redirect', '');
if (!$url) {
$url = $this->link_public($ticket_id);
}
redirect_browser($url);
}
}
$ticket = self::get_ticket($ticket_id);
include 'public/ticket_customer_new.php';
break;
case 'public_status':
$ticket_id = isset($_REQUEST['i']) ? (int) $_REQUEST['i'] : false;
$new_status_id = isset($_REQUEST['s']) ? (int) $_REQUEST['s'] : false;
$hash = isset($_REQUEST['hash']) ? trim($_REQUEST['hash']) : false;
if ($ticket_id && $new_status_id && $hash) {
$correct_hash = $this->link_public_status($ticket_id, $new_status_id, true);
if ($correct_hash == $hash) {
// change the status.
update_insert('ticket_id', $ticket_id, 'ticket', array('status_id' => $new_status_id));
module_template::init_template('ticket_status_change', '<h2>Ticket</h2>
<p>Thank you. Your support ticket status has been adjusted.</p>
<p>Please <a href="{TICKET_URL}">click here</a> to view your ticket.</p>
', 'Displayed after an external ticket status is changed.', 'code');
// correct!
// load up the receipt template.
$template = module_template::get_template_by_key('ticket_status_change');
$data = $this->get_ticket($ticket_id);
$data['ticket_url'] = $this->link_public($ticket_id);
$template->page_title = _l("Ticket");
$template->assign_values(self::get_replace_fields($ticket_id, $data));
$template->assign_values($data);
echo $template->render('pretty_html');
}
}
exit;
break;
case 'public':
$ticket_id = isset($_REQUEST['i']) ? (int) $_REQUEST['i'] : false;
$hash = isset($_REQUEST['hash']) ? trim($_REQUEST['hash']) : false;
if ($ticket_id && $hash) {
$correct_hash = $this->link_public($ticket_id, true);
if ($correct_hash == $hash) {
// all good to print a receipt for this payment.
$ticket = $this->get_ticket($ticket_id);
if (isset($_POST['_process']) && $_POST['_process'] == 'send_public_ticket') {
// user is saving the ticket.
// process it!
if (isset($_POST['new_ticket_message']) && strlen($_POST['new_ticket_message']) > 1) {
// post a new reply to this message.
// who are we replying to?
// it's either a reply from the admin, or from the user via the web interface.
$ticket_creator = $ticket['user_id'];
$to_user_id = $ticket['assigned_user_id'] ? $ticket['assigned_user_id'] : module_config::c('ticket_default_user_id', 1);
$ticket_message_id = $this->send_reply($ticket_id, $_POST['new_ticket_message'], $ticket_creator, $to_user_id, 'end_user');
/*$new_status_id = $ticket['status_id'];
if($ticket['status_id']>=6){
// it's cancelled or resolved.
}*/
$new_status_id = 5;
if ($ticket_message_id) {
// so we can track a history of ticket status changes
update_insert("ticket_message_id", $ticket_message_id, "ticket_message", array('status_id' => $new_status_id));
}
update_insert("ticket_id", $ticket_id, "ticket", array('unread' => 1, 'status_id' => $new_status_id));
}
if (isset($_REQUEST['generate_priority_invoice'])) {
$invoice_id = $this->generate_priority_invoice($ticket_id);
redirect_browser(module_invoice::link_public($invoice_id));
}
// where to redirect?
$url = module_config::c('ticket_public_reply_redirect', '');
if (!$url) {
$url = $this->link_public($ticket_id);
}
redirect_browser($url);
}
if ($ticket && $ticket['ticket_id'] == $ticket_id) {
$admins_rel = self::get_ticket_staff_rel();
/*if(!isset($logged_in_user) || !$logged_in_user){
// we assume the user is on the public side.
// use the creator id as the logged in id.
$logged_in_user = module_security::get_loggedin_id();
}*/
// public hack, we are the ticket responder.
$logged_in_user = $ticket['user_id'];
$ticket_creator = $ticket['user_id'];
if ($ticket_creator == $logged_in_user) {
// we are sending a reply back to the admin, from the end user.
$to_user_id = $ticket['assigned_user_id'] ? $ticket['assigned_user_id'] : module_config::c('ticket_default_user_id', 1);
$from_user_id = $logged_in_user;
} else {
// we are sending a reply back to the ticket user.
$to_user_id = $ticket['user_id'];
$from_user_id = $logged_in_user;
}
$to_user_a = module_user::get_user($to_user_id, false);
$from_user_a = module_user::get_user($from_user_id, false);
if (isset($ticket['ticket_account_id']) && $ticket['ticket_account_id']) {
$ticket_account = module_ticket::get_ticket_account($ticket['ticket_account_id']);
} else {
$ticket_account = false;
}
if ($ticket_account && $ticket_account['email']) {
$reply_to_address = $ticket_account['email'];
$reply_to_name = $ticket_account['name'];
} else {
// reply to creator.
$reply_to_address = $from_user_a['email'];
$reply_to_name = $from_user_a['name'];
}
if ($ticket_creator == $logged_in_user) {
$send_as_name = $from_user_a['name'];
$send_as_address = $from_user_a['email'];
} else {
$send_as_address = $reply_to_address;
$send_as_name = $reply_to_name;
}
$admins_rel = self::get_ticket_staff_rel();
ob_start();
include 'public/ticket_customer_view.php';
$html = ob_get_clean();
module_template::init_template('external_ticket_public_view', '{TICKET_HTML}', 'Used when displaying the external view of a ticket to the customer.', 'code');
$template = module_template::get_template_by_key('external_ticket_public_view');
$template->assign_values(array('ticket_html' => $html));
$template->page_title = _l('Ticket: %s', module_ticket::ticket_number($ticket['ticket_id']));
echo $template->render('pretty_html');
exit;
} else {
_e('Permission Denied. Please logout and try again.');
}
}
}
break;
}
}