コード例 #1
0
 function MailFetcher($email, $charset = 'UTF-8')
 {
     if ($email && is_numeric($email)) {
         //email_id
         $email = Email::lookup($email);
     }
     if (is_object($email)) {
         $this->ht = $email->getMailAccountInfo();
     } elseif (is_array($email) && $email['host']) {
         //hashtable of mail account info
         $this->ht = $email;
     } else {
         $this->ht = null;
     }
     $this->charset = $charset;
     if ($this->ht) {
         if (!strcasecmp($this->ht['protocol'], 'pop')) {
             //force pop3
             $this->ht['protocol'] = 'pop3';
         } else {
             $this->ht['protocol'] = strtolower($this->ht['protocol']);
         }
         //Max fetch per poll
         if (!$this->ht['max_fetch'] || !is_numeric($this->ht['max_fetch'])) {
             $this->ht['max_fetch'] = 20;
         }
         //Mail server string
         $this->srvstr = sprintf('{%s:%d/%s', $this->getHost(), $this->getPort(), $this->getProtocol());
         if (!strcasecmp($this->getEncryption(), 'SSL')) {
             $this->srvstr .= '/ssl';
         }
         $this->srvstr .= '/novalidate-cert}';
     }
     //Set timeouts
     if (function_exists('imap_timeout')) {
         imap_timeout(1, 20);
     }
 }
コード例 #2
0
 function getDefaultEmail()
 {
     if (!$this->defaultEmail && $this->getDefaultEmailId()) {
         $this->defaultEmail = Email::lookup($this->getDefaultEmailId());
     }
     return $this->defaultEmail;
 }
コード例 #3
0
 function createTicket($mid)
 {
     global $ost;
     if (!($mailinfo = $this->getHeaderInfo($mid))) {
         return false;
     }
     // TODO: If the content-type of the message is 'message/rfc822',
     // then this is a message with the forwarded message as the
     // attachment. Download the body and pass it along to the mail
     // parsing engine.
     $info = Mail_Parse::splitHeaders($mailinfo['header']);
     if (strtolower($info['Content-Type']) == 'message/rfc822') {
         if ($wrapped = $this->getPart($mid, 'message/rfc822')) {
             require_once INCLUDE_DIR . 'api.tickets.php';
             // Simulate piping the contents into the system
             $api = new TicketApiController();
             $parser = new EmailDataParser();
             if ($data = $parser->parse($wrapped)) {
                 return $api->processEmail($data);
             }
         }
         // If any of this fails, create the ticket as usual
     }
     //Is the email address banned?
     if ($mailinfo['email'] && TicketFilter::isBanned($mailinfo['email'])) {
         //We need to let admin know...
         $ost->logWarning(_S('Ticket denied'), sprintf(_S('Banned email — %s'), $mailinfo['email']), false);
         return true;
         //Report success (moved or delete)
     }
     // Parse MS TNEF emails
     if (($struct = imap_fetchstructure($this->mbox, $mid)) && ($attachments = $this->getAttachments($struct))) {
         foreach ($attachments as $i => $info) {
             if (0 === strcasecmp('application/ms-tnef', $info['type'])) {
                 try {
                     $data = $this->decode(imap_fetchbody($this->mbox, $mid, $info['index']), $info['encoding']);
                     $tnef = new TnefStreamParser($data);
                     $this->tnef = $tnef->getMessage();
                     // No longer considered an attachment
                     unset($attachments[$i]);
                     // There should only be one of these
                     break;
                 } catch (TnefException $ex) {
                     // Noop -- winmail.dat remains an attachment
                 }
             }
         }
     }
     $vars = $mailinfo;
     $vars['name'] = $mailinfo['name'];
     $vars['subject'] = $mailinfo['subject'] ?: '[No Subject]';
     $vars['emailId'] = $mailinfo['emailId'] ?: $this->getEmailId();
     $vars['to-email-id'] = $mailinfo['emailId'] ?: 0;
     $vars['flags'] = new ArrayObject();
     if ($this->isBounceNotice($mid)) {
         // Fetch the original References and assign to 'references'
         if ($headers = $this->getOriginalMessageHeaders($mid)) {
             $vars['references'] = $headers['references'];
             $vars['in-reply-to'] = @$headers['in-reply-to'] ?: null;
         }
         // Fetch deliver status report
         $vars['message'] = $this->getDeliveryStatusMessage($mid) ?: $this->getBody($mid);
         $vars['thread-type'] = 'N';
         $vars['flags']['bounce'] = true;
     } else {
         $vars['message'] = $this->getBody($mid);
         $vars['flags']['bounce'] = TicketFilter::isBounce($info);
     }
     //Missing FROM name  - use email address.
     if (!$vars['name']) {
         list($vars['name']) = explode('@', $vars['email']);
     }
     if ($ost->getConfig()->useEmailPriority()) {
         $vars['priorityId'] = $this->getPriority($mid);
     }
     $ticket = null;
     $newticket = true;
     $errors = array();
     $seen = false;
     // Use the settings on the thread entry on the ticket details
     // form to validate the attachments in the email
     $tform = TicketForm::objects()->one()->getForm();
     $messageField = $tform->getField('message');
     $fileField = $messageField->getWidget()->getAttachments();
     // Fetch attachments if any.
     if ($messageField->isAttachmentsEnabled()) {
         // Include TNEF attachments in the attachments list
         if ($this->tnef) {
             foreach ($this->tnef->attachments as $at) {
                 $attachments[] = array('cid' => @$at->AttachContentId ?: false, 'data' => $at, 'size' => @$at->DataSize ?: null, 'type' => @$at->AttachMimeTag ?: false, 'name' => $at->getName());
             }
         }
         $vars['attachments'] = array();
         foreach ($attachments as $a) {
             $file = array('name' => $a['name'], 'type' => $a['type']);
             if (@$a['data'] instanceof TnefAttachment) {
                 $file['data'] = $a['data']->getData();
             } else {
                 // only fetch the body if necessary
                 $self = $this;
                 $file['data'] = function () use($self, $mid, $a) {
                     return $self->decode(imap_fetchbody($self->mbox, $mid, $a['index']), $a['encoding']);
                 };
             }
             // Include the Content-Id if specified (for inline images)
             $file['cid'] = isset($a['cid']) ? $a['cid'] : false;
             // Validate and save immediately
             try {
                 $file['id'] = $fileField->uploadAttachment($file);
             } catch (FileUploadError $ex) {
                 $file['error'] = $file['name'] . ': ' . $ex->getMessage();
             }
             $vars['attachments'][] = $file;
         }
     }
     // Allow signal handlers to interact with the message decoding
     Signal::send('mail.processed', $this, $vars);
     $seen = false;
     if (($thread = ThreadEntry::lookupByEmailHeaders($vars, $seen)) && ($t = $thread->getTicket()) && ($vars['staffId'] || !$t->isClosed() || $t->isReopenable()) && ($message = $thread->postEmail($vars))) {
         if (!$message instanceof ThreadEntry) {
             // Email has been processed previously
             return $message;
         }
         $ticket = $message->getTicket();
     } elseif ($seen) {
         // Already processed, but for some reason (like rejection), no
         // thread item was created. Ignore the email
         return true;
     } elseif ($ticket = Ticket::create($vars, $errors, 'Email')) {
         $message = $ticket->getLastMessage();
     } else {
         //Report success if the email was absolutely rejected.
         if (isset($errors['errno']) && $errors['errno'] == 403) {
             // Never process this email again!
             ThreadEntry::logEmailHeaders(0, $vars['mid']);
             return true;
         }
         // Log an error to the system logs
         $mailbox = Email::lookup($vars['emailId']);
         $ost->logError(_S('Mail Processing Exception'), sprintf(_S("Mailbox: %s | Error(s): %s"), $mailbox->getEmail(), print_r($errors, true)), false);
         // Indicate failure of mail processing
         return null;
     }
     return $ticket;
 }
コード例 #4
0
ファイル: emailtest.php プロジェクト: dmiguel92/osTicket-1.8
    http://www.osticket.com

    Released under the GNU General Public License WITHOUT ANY WARRANTY.
    See LICENSE.TXT for details.

    vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
require 'admin.inc.php';
include_once INCLUDE_DIR . 'class.email.php';
include_once INCLUDE_DIR . 'class.csrf.php';
$info = array();
$info['subj'] = 'osTicket test email';
if ($_POST) {
    $errors = array();
    $email = null;
    if (!$_POST['email_id'] || !($email = Email::lookup($_POST['email_id']))) {
        $errors['email_id'] = __('Select from email address');
    }
    if (!$_POST['email'] || !Validator::is_email($_POST['email'])) {
        $errors['email'] = __('To email address required');
    }
    if (!$_POST['subj']) {
        $errors['subj'] = __('Subject required');
    }
    if (!$_POST['message']) {
        $errors['message'] = __('Message required');
    }
    if (!$errors && $email) {
        if ($email->send($_POST['email'], $_POST['subj'], Format::sanitize($_POST['message']), null, array('reply-tag' => false))) {
            $msg = Format::htmlchars(sprintf(__('Test email sent successfully to <%s>'), $_POST['email']));
            Draft::deleteForNamespace('email.diag');
コード例 #5
0
ファイル: class.dept.php プロジェクト: dmiguel92/osTicket-1.8
 function getAutoRespEmail()
 {
     if (!$this->autorespEmail) {
         if (!$this->ht['autoresp_email_id'] || !($this->autorespEmail = Email::lookup($this->ht['autoresp_email_id']))) {
             $this->autorespEmail = $this->getEmail();
         }
     }
     return $this->autorespEmail;
 }
コード例 #6
0
ファイル: class.config.php プロジェクト: gizur/osticket
 function getDefaultSMTPEmail()
 {
     if (!$this->defaultSMTPEmail && $this->get('default_smtp_id')) {
         $this->defaultSMTPEmail = Email::lookup($this->get('default_smtp_id'));
     }
     return $this->defaultSMTPEmail;
 }
コード例 #7
0
ファイル: emails.php プロジェクト: dmiguel92/osTicket-1.8
         $errors['err'] = sprintf(__('Unable to add %s. Correct error(s) below and try again.'), __('this email'));
     }
     break;
 case 'mass_process':
     if (!$_POST['ids'] || !is_array($_POST['ids']) || !count($_POST['ids'])) {
         $errors['err'] = sprintf(__('You must select at least %s'), __('one email'));
     } else {
         $count = count($_POST['ids']);
         $sql = 'SELECT count(dept_id) FROM ' . DEPT_TABLE . ' dept ' . ' WHERE email_id IN (' . implode(',', db_input($_POST['ids'])) . ') ' . ' OR autoresp_email_id IN (' . implode(',', db_input($_POST['ids'])) . ')';
         list($depts) = db_fetch_row(db_query($sql));
         if ($depts > 0) {
             $errors['err'] = __('One or more of the selected emails is being used by a department. Remove association first!');
         } elseif (!strcasecmp($_POST['a'], 'delete')) {
             $i = 0;
             foreach ($_POST['ids'] as $k => $v) {
                 if ($v != $cfg->getDefaultEmailId() && ($e = Email::lookup($v)) && $e->delete()) {
                     $i++;
                 }
             }
             if ($i && $i == $count) {
                 $msg = sprintf(__('Successfully deleted %s'), _N('selected email', 'selected emails', $count));
             } elseif ($i > 0) {
                 $warn = sprintf(__('%1$d of %2$d %3$s deleted'), $i, $count, _N('selected email', 'selected emails', $count));
             } elseif (!$errors['err']) {
                 $errors['err'] = sprintf(__('Unable to delete %s'), _N('selected email', 'selected emails', $count));
             }
         } else {
             $errors['err'] = __('Unknown action - get technical help.');
         }
     }
     break;
コード例 #8
0
 function create($vars, &$errors, $origin, $autorespond = true, $alertstaff = true)
 {
     global $cfg, $thisclient, $_FILES;
     //Make sure the email is not banned
     if ($vars['email'] && EmailFilter::isBanned($vars['email'])) {
         $errors['err'] = 'Ticket denied. Error #403';
         Sys::log(LOG_WARNING, 'Ticket denied', 'Banned email - ' . $vars['email']);
         return 0;
     }
     $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');
     $fields['message'] = array('type' => 'text', 'required' => 1, 'error' => 'Message required');
     switch (strtolower($origin)) {
         case 'web':
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Select help topic');
             break;
         case 'staff':
             $fields['deptId'] = array('type' => 'int', 'required' => 1, 'error' => 'Dept. required');
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Topic required');
             $fields['duedate'] = array('type' => 'date', 'required' => 0, 'error' => 'Invalid date - must be MM/DD/YY');
         case 'api':
             $fields['source'] = array('type' => 'string', 'required' => 1, 'error' => 'Indicate source');
             break;
         case 'email':
             $fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => 'Email unknown');
             break;
         default:
             # TODO: Return error message
             $errors['origin'] = 'Invalid origin given';
     }
     $fields['pri'] = array('type' => 'int', 'required' => 0, 'error' => 'Invalid Priority');
     $fields['phone'] = array('type' => 'phone', 'required' => 0, 'error' => 'Valid phone # required');
     if (!Validator::process($fields, $vars, $errors) && !$errors['err']) {
         $errors['err'] = 'Missing or invalid data - check the errors and try again';
     }
     //Make sure phone extension is valid
     if ($vars['phone_ext']) {
         if (!is_numeric($vars['phone_ext']) && !$errors['phone']) {
             $errors['phone'] = 'Invalid phone ext.';
         } elseif (!$vars['phone']) {
             //make sure they just didn't enter ext without phone # XXX: reconsider allowing!
             $errors['phone'] = 'Phone number required';
         }
     }
     //Make sure the due date is valid
     if ($vars['duedate']) {
         if (!$vars['time'] || strpos($vars['time'], ':') === false) {
             $errors['time'] = 'Select time';
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) === false) {
             $errors['duedate'] = 'Invalid duedate';
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) <= time()) {
             $errors['duedate'] = 'Due date must be in the future';
         }
     }
     //check attachment..if any is set ...only set on webbased tickets..
     //XXX:?? Create ticket anyway and simply drop the attachments?? We're already doing so with emails.
     if ($_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 ' . $cfg->getMaxFileSize() . ' bytes allowed';
         }
     }
     # Perform email filter actions on the new ticket arguments XXX: Move filter to the top and check for reject...
     if (!$errors && ($ef = new EmailFilter($vars))) {
         $ef->apply($vars);
     }
     # Some things will need to be unpacked back into the scope of this
     # function
     if (isset($vars['autorespond'])) {
         $autorespond = $vars['autorespond'];
     }
     //check ticket limits..if limit set is >0
     //TODO: Base ticket limits on SLA... XXX: move it elsewhere??
     if ($vars['email'] && !$errors && $cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff')) {
         $openTickets = Ticket::getOpenTicketsByEmail($vars['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 && $cfg->sendOverlimitNotice()) {
                 if ($vars['deptId']) {
                     $dept = Dept::lookup($vars['deptId']);
                 }
                 if (!$dept || !($tpl = $dept->getTemplate())) {
                     $tpl = $cfg->getDefaultTemplate();
                 }
                 if (!$dept || !($email = $dept->getAutoRespEmail())) {
                     $email = $cfg->getDefaultEmail();
                 }
                 if ($tpl && ($msg = $tpl->getOverlimitMsgTemplate()) && $email) {
                     $body = str_replace('%name', $vars['name'], $msg['body']);
                     $body = str_replace('%email', $vars['email'], $msg['body']);
                     $body = str_replace('%url', $cfg->getBaseUrl(), $body);
                     $body = str_replace('%signature', $dept && $dept->isPublic() ? $dept->getSignature() : '', $body);
                     $email->send($vars['email'], $msg['subj'], $body);
                 }
                 //Log + Alert admin...this might be spammy (no option to disable)...but it is helpful..I think.
                 $msg = 'Support ticket request denied for ' . $vars['email'] . "\n" . 'Open ticket:' . $openTickets . "\n" . 'Max Allowed:' . $cfg->getMaxOpenTickets() . "\n\nNotice only sent once";
                 Sys::log(LOG_CRIT, 'Overlimit Notice', $msg);
             }
         }
     }
     //Any error above is fatal.
     if ($errors) {
         return 0;
     }
     // OK...just do it.
     $deptId = $vars['deptId'];
     //pre-selected Dept if any.
     $priorityId = $vars['pri'];
     $source = ucfirst($vars['source']);
     $topic = NULL;
     // Intenal mapping magic...see if we need to overwrite anything
     if (isset($vars['topicId']) && ($topic = Topic::lookup($vars['topicId']))) {
         //Ticket created via web by user/or staff
         $deptId = $deptId ? $deptId : $topic->getDeptId();
         $priorityId = $priorityId ? $priorityId : $topic->getPriorityId();
         if ($autorespond) {
             $autorespond = $topic->autoRespond();
         }
         $source = $vars['source'] ? $vars['source'] : 'Web';
     } elseif ($vars['emailId'] && !$vars['deptId'] && ($email = Email::lookup($vars['emailId']))) {
         //Emailed Tickets
         $deptId = $email->getDeptId();
         $priorityId = $priorityId ? $priorityId : $email->getPriorityId();
         if ($autorespond) {
             $autorespond = $email->autoRespond();
         }
         $email = null;
         $source = 'Email';
     } elseif ($vars['deptId']) {
         //Opened by staff.
         $deptId = $vars['deptId'];
         $source = ucfirst($vars['source']);
     }
     //Last minute checks
     $priorityId = $priorityId ? $priorityId : $cfg->getDefaultPriorityId();
     $deptId = $deptId ? $deptId : $cfg->getDefaultDeptId();
     $topicId = $vars['topicId'] ? $vars['topicId'] : 0;
     $ipaddress = $vars['ip'] ? $vars['ip'] : $_SERVER['REMOTE_ADDR'];
     //We are ready son...hold on to the rails.
     $extId = Ticket::genExtRandID();
     $sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ' ,lastmessage= NOW()' . ' ,ticketID=' . db_input($extId) . ' ,dept_id=' . db_input($deptId) . ' ,topic_id=' . db_input($topicId) . ' ,priority_id=' . db_input($priorityId) . ' ,email=' . db_input($vars['email']) . ' ,name=' . db_input(Format::striptags($vars['name'])) . ' ,subject=' . db_input(Format::striptags($vars['subject'])) . ' ,phone="' . db_input($vars['phone'], false) . '"' . ' ,phone_ext=' . db_input($vars['phone_ext'] ? $vars['phone_ext'] : '') . ' ,ip_address=' . db_input($ipaddress) . ' ,source=' . db_input($source);
     //Make sure the origin is staff - avoid firebug hack!
     if ($vars['duedate'] && !strcasecmp($origin, 'staff')) {
         $sql .= ' ,duedate=' . db_input(date('Y-m-d G:i', Misc::dbtime($vars['duedate'] . ' ' . $vars['time'])));
     }
     if (!db_query($sql) || !($id = db_insert_id()) || !($ticket = Ticket::lookup($id))) {
         return null;
     }
     /* -------------------- POST CREATE ------------------------ */
     $dept = $ticket->getDept();
     if (!$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 . ' LIMIT 1');
         //TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable]
     }
     //post the message.
     $msgid = $ticket->postMessage($vars['message'], $source, $vars['mid'], $vars['header'], true);
     //TODO: recover from postMessage error??
     //Upload attachments...web based. - XXX: Assumes user uploaded attachments!! XXX: move it to client interface.
     if ($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments() && $msgid) {
         if (!$cfg->allowAttachmentsOnlogin() || $cfg->allowAttachmentsOnlogin() && ($thisuser && $thisuser->isValid())) {
             $ticket->uploadAttachment($_FILES['attachment'], $msgid, 'M');
         }
     }
     // Configure service-level-agreement for this ticket
     $ticket->selectSLAId($vars['slaId']);
     //Auto assign staff or team - auto assignment based on filter rules.
     if ($vars['staffId'] && !$vars['assignId']) {
         $ticket->assignToStaff($vars['staffId'], 'auto-assignment');
     }
     if ($vars['teamId'] && !$vars['assignId']) {
         $ticket->assignToTeam($vars['teamId'], 'auto-assignment');
     }
     /**********   double check auto-response  ************/
     //Overwrite auto responder if the FROM email is one of the internal emails...loop control.
     if ($autorespond && Email::getIdByEmail($ticket->getEmail())) {
         $autorespond = false;
     }
     if ($autorespond && $dept && !$dept->autoRespONNewTicket()) {
         $autorespond = false;
     }
     # Messages that are clearly auto-responses from email systems should
     # not have a return 'ping' message
     if ($autorespond && $vars['header'] && EmailFilter::isAutoResponse(Mail_Parse::splitHeaders($vars['header']))) {
         $autorespond = false;
     }
     //Don't auto respond to mailer daemons.
     if ($autorespond && (strpos(strtolower($vars['email']), 'mailer-daemon@') !== false || strpos(strtolower($vars['email']), 'postmaster@') !== false)) {
         $autorespond = false;
     }
     /***** See if we need to send some alerts ****/
     $ticket->onNewTicket($vars['message'], $autorespond, $alertstaff);
     return $ticket;
 }
コード例 #9
0
ファイル: class.ticket.php プロジェクト: gizur/osticket
 static function create($vars, &$errors, $origin, $autorespond = true, $alertstaff = true)
 {
     global $ost, $cfg, $thisclient, $_FILES;
     // Don't enforce form validation for email
     $field_filter = function ($type) use($origin) {
         return function ($f) use($origin, $type) {
             // Ultimately, only offer validation errors for web for
             // non-internal fields. For email, no validation can be
             // performed. For other origins, validate as usual
             switch (strtolower($origin)) {
                 case 'email':
                     return false;
                 case 'staff':
                     // Required 'Contact Information' fields aren't required
                     // when staff open tickets
                     return $type != 'user' || in_array($f->get('name'), array('name', 'email'));
                 case 'web':
                     return !$f->get('private');
                 default:
                     return true;
             }
         };
     };
     $reject_ticket = function ($message) use(&$errors) {
         global $ost;
         $errors = array('errno' => 403, 'err' => __('This help desk is for use by authorized users only'));
         $ost->logWarning(_S('Ticket Denied'), $message, false);
         return 0;
     };
     Signal::send('ticket.create.before', null, $vars);
     // Create and verify the dynamic form entry for the new ticket
     $form = TicketForm::getNewInstance();
     $form->setSource($vars);
     // If submitting via email or api, ensure we have a subject and such
     if (!in_array(strtolower($origin), array('web', 'staff'))) {
         foreach ($form->getFields() as $field) {
             $fname = $field->get('name');
             if ($fname && isset($vars[$fname]) && !$field->value) {
                 $field->value = $field->parse($vars[$fname]);
             }
         }
     }
     if (!$form->isValid($field_filter('ticket'))) {
         $errors += $form->errors();
     }
     if ($vars['uid']) {
         $user = User::lookup($vars['uid']);
     }
     $id = 0;
     $fields = array();
     $fields['message'] = array('type' => '*', 'required' => 1, 'error' => __('Message content is required'));
     switch (strtolower($origin)) {
         case 'web':
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => __('Select a help topic'));
             break;
         case 'staff':
             $fields['deptId'] = array('type' => 'int', 'required' => 0, 'error' => __('Department selection is required'));
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => __('Help topic selection is required'));
             $fields['duedate'] = array('type' => 'date', 'required' => 0, 'error' => __('Invalid date format - must be MM/DD/YY'));
         case 'api':
             $fields['source'] = array('type' => 'string', 'required' => 1, 'error' => __('Indicate ticket source'));
             break;
         case 'email':
             $fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => __('Unknown system email'));
             break;
         default:
             # TODO: Return error message
             $errors['err'] = $errors['origin'] = __('Invalid ticket origin given');
     }
     if (!Validator::process($fields, $vars, $errors) && !$errors['err']) {
         $errors['err'] = __('Missing or invalid data - check the errors and try again');
     }
     //Make sure the due date is valid
     if ($vars['duedate']) {
         if (!$vars['time'] || strpos($vars['time'], ':') === false) {
             $errors['time'] = __('Select a time from the list');
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) === false) {
             $errors['duedate'] = __('Invalid due date');
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) <= time()) {
             $errors['duedate'] = __('Due date must be in the future');
         }
     }
     if (!$errors) {
         # Perform ticket filter actions on the new ticket arguments
         $__form = null;
         if ($vars['topicId']) {
             if (($__topic = Topic::lookup($vars['topicId'])) && ($__form = $__topic->getForm())) {
                 $__form = $__form->instanciate();
                 $__form->setSource($vars);
             }
         }
         try {
             $vars = self::filterTicketData($origin, $vars, array($form, $__form), $user);
         } catch (RejectedException $ex) {
             return $reject_ticket(sprintf(_S('Ticket rejected (%s) by filter "%s"'), $ex->vars['email'], $ex->getRejectingFilter()->getName()));
         }
         //Make sure the open ticket limit hasn't been reached. (LOOP CONTROL)
         if ($cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff') && ($_user = TicketUser::lookupByEmail($vars['email'])) && ($openTickets = $_user->getNumOpenTickets()) && $openTickets >= $cfg->getMaxOpenTickets()) {
             $errors = array('err' => __("You've reached the maximum open tickets allowed."));
             $ost->logWarning(sprintf(_S('Ticket denied - %s'), $vars['email']), sprintf(_S('Max open tickets (%1$d) reached for %2$s'), $cfg->getMaxOpenTickets(), $vars['email']), false);
             return 0;
         }
         // Allow vars to be changed in ticket filter and applied to the user
         // account created or detected
         if (!$user && $vars['email']) {
             $user = User::lookupByEmail($vars['email']);
         }
         if (!$user) {
             // Reject emails if not from registered clients (if
             // configured)
             if (strcasecmp($origin, 'email') === 0 && !$cfg->acceptUnregisteredEmail()) {
                 list($mailbox, $domain) = explode('@', $vars['email'], 2);
                 // Users not yet created but linked to an organization
                 // are still acceptable
                 if (!Organization::forDomain($domain)) {
                     return $reject_ticket(sprintf(_S('Ticket rejected (%s) (unregistered client)'), $vars['email']));
                 }
             }
             $user_form = UserForm::getUserForm()->getForm($vars);
             if (!$user_form->isValid($field_filter('user')) || !($user = User::fromVars($user_form->getClean()))) {
                 $errors['user'] = __('Incomplete client information');
             }
         }
     }
     if ($vars['topicId']) {
         if ($topic = Topic::lookup($vars['topicId'])) {
             if ($topic_form = $topic->getForm()) {
                 $TF = $topic_form->getForm($vars);
                 $topic_form = $topic_form->instanciate();
                 $topic_form->setSource($vars);
                 if (!$TF->isValid($field_filter('topic'))) {
                     $errors = array_merge($errors, $TF->errors());
                 }
             }
         } else {
             $errors['topicId'] = 'Invalid help topic selected';
         }
     }
     // Any error above is fatal.
     if ($errors) {
         return 0;
     }
     Signal::send('ticket.create.validated', null, $vars);
     # Some things will need to be unpacked back into the scope of this
     # function
     if (isset($vars['autorespond'])) {
         $autorespond = $vars['autorespond'];
     }
     # Apply filter-specific priority
     if ($vars['priorityId']) {
         $form->setAnswer('priority', null, $vars['priorityId']);
     }
     // If the filter specifies a help topic which has a form associated,
     // and there was previously either no help topic set or the help
     // topic did not have a form, there's no need to add it now as (1)
     // validation is closed, (2) there may be a form already associated
     // and filled out from the original  help topic, and (3) staff
     // members can always add more forms now
     // OK...just do it.
     $statusId = $vars['statusId'];
     $deptId = $vars['deptId'];
     //pre-selected Dept if any.
     $source = ucfirst($vars['source']);
     // Apply email settings for emailed tickets. Email settings should
     // trump help topic settins if the email has an associated help
     // topic
     if ($vars['emailId'] && ($email = Email::lookup($vars['emailId']))) {
         $deptId = $deptId ?: $email->getDeptId();
         $priority = $form->getAnswer('priority');
         if (!$priority || !$priority->getIdValue()) {
             $form->setAnswer('priority', null, $email->getPriorityId());
         }
         if ($autorespond) {
             $autorespond = $email->autoRespond();
         }
         if (!isset($topic) && ($T = $email->getTopic()) && $T->isActive()) {
             $topic = $T;
         }
         $email = null;
         $source = 'Email';
     }
     if (!isset($topic)) {
         // This may return NULL, no big deal
         $topic = $cfg->getDefaultTopic();
     }
     // Intenal mapping magic...see if we need to override anything
     if (isset($topic)) {
         $deptId = $deptId ?: $topic->getDeptId();
         $statusId = $statusId ?: $topic->getStatusId();
         $priority = $form->getAnswer('priority');
         if (!$priority || !$priority->getIdValue()) {
             $form->setAnswer('priority', null, $topic->getPriorityId());
         }
         if ($autorespond) {
             $autorespond = $topic->autoRespond();
         }
         //Auto assignment.
         if (!isset($vars['staffId']) && $topic->getStaffId()) {
             $vars['staffId'] = $topic->getStaffId();
         } elseif (!isset($vars['teamId']) && $topic->getTeamId()) {
             $vars['teamId'] = $topic->getTeamId();
         }
         //set default sla.
         if (isset($vars['slaId'])) {
             $vars['slaId'] = $vars['slaId'] ?: $cfg->getDefaultSLAId();
         } elseif ($topic && $topic->getSLAId()) {
             $vars['slaId'] = $topic->getSLAId();
         }
     }
     // Auto assignment to organization account manager
     if (($org = $user->getOrganization()) && $org->autoAssignAccountManager() && ($code = $org->getAccountManagerId())) {
         if (!isset($vars['staffId']) && $code[0] == 's') {
             $vars['staffId'] = substr($code, 1);
         } elseif (!isset($vars['teamId']) && $code[0] == 't') {
             $vars['teamId'] = substr($code, 1);
         }
     }
     // Last minute checks
     $priority = $form->getAnswer('priority');
     if (!$priority || !$priority->getIdValue()) {
         $form->setAnswer('priority', null, $cfg->getDefaultPriorityId());
     }
     $deptId = $deptId ?: $cfg->getDefaultDeptId();
     $statusId = $statusId ?: $cfg->getDefaultTicketStatusId();
     $topicId = isset($topic) ? $topic->getId() : 0;
     $ipaddress = $vars['ip'] ?: $_SERVER['REMOTE_ADDR'];
     $source = $source ?: 'Web';
     //We are ready son...hold on to the rails.
     $number = $topic ? $topic->getNewTicketNumber() : $cfg->getNewTicketNumber();
     $sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ' ,lastmessage= NOW()' . ' ,user_id=' . db_input($user->getId()) . ' ,`number`=' . db_input($number) . ' ,dept_id=' . db_input($deptId) . ' ,topic_id=' . db_input($topicId) . ' ,ip_address=' . db_input($ipaddress) . ' ,source=' . db_input($source);
     if (isset($vars['emailId']) && $vars['emailId']) {
         $sql .= ', email_id=' . db_input($vars['emailId']);
     }
     //Make sure the origin is staff - avoid firebug hack!
     if ($vars['duedate'] && !strcasecmp($origin, 'staff')) {
         $sql .= ' ,duedate=' . db_input(date('Y-m-d G:i', Misc::dbtime($vars['duedate'] . ' ' . $vars['time'])));
     }
     if (!db_query($sql) || !($id = db_insert_id()) || !($ticket = Ticket::lookup($id))) {
         return null;
     }
     /* -------------------- POST CREATE ------------------------ */
     // Save the (common) dynamic form
     $form->setTicketId($id);
     $form->save();
     // Save the form data from the help-topic form, if any
     if ($topic_form) {
         $topic_form->setTicketId($id);
         $topic_form->save();
     }
     $ticket->loadDynamicData();
     $dept = $ticket->getDept();
     // Add organizational collaborators
     if ($org && $org->autoAddCollabs()) {
         $pris = $org->autoAddPrimaryContactsAsCollabs();
         $members = $org->autoAddMembersAsCollabs();
         $settings = array('isactive' => true);
         $collabs = array();
         foreach ($org->allMembers() as $u) {
             if ($members || $pris && $u->isPrimaryContact()) {
                 if ($c = $ticket->addCollaborator($u, $settings, $errors)) {
                     $collabs[] = (string) $c;
                 }
             }
         }
         //TODO: Can collaborators add others?
         if ($collabs) {
             //TODO: Change EndUser to name of  user.
             $ticket->logNote(sprintf(_S('Collaborators for %s organization added'), $org->getName()), implode("<br>", $collabs), $org->getName(), false);
         }
     }
     //post the message.
     $vars['title'] = $vars['subject'];
     //Use the initial subject as title of the post.
     $vars['userId'] = $ticket->getUserId();
     $message = $ticket->postMessage($vars, $origin, false);
     // Configure service-level-agreement for this ticket
     $ticket->selectSLAId($vars['slaId']);
     // Assign ticket to staff or team (new ticket by staff)
     if ($vars['assignId']) {
         $ticket->assign($vars['assignId'], $vars['note']);
     } else {
         // Auto assign staff or team - auto assignment based on filter
         // rules. Both team and staff can be assigned
         if ($vars['staffId']) {
             $ticket->assignToStaff($vars['staffId'], _S('Auto Assignment'));
         }
         if ($vars['teamId']) {
             // No team alert if also assigned to an individual agent
             $ticket->assignToTeam($vars['teamId'], _S('Auto Assignment'), !$vars['staffId']);
         }
     }
     // Apply requested status — this should be done AFTER assignment,
     // because if it is requested to be closed, it should not cause the
     // ticket to be reopened for assignment.
     if ($statusId) {
         $ticket->setStatus($statusId, false, false);
     }
     /**********   double check auto-response  ************/
     //Override auto responder if the FROM email is one of the internal emails...loop control.
     if ($autorespond && Email::getIdByEmail($ticket->getEmail())) {
         $autorespond = false;
     }
     # Messages that are clearly auto-responses from email systems should
     # not have a return 'ping' message
     if (isset($vars['flags']) && $vars['flags']['bounce']) {
         $autorespond = false;
     }
     if ($autorespond && $message->isAutoReply()) {
         $autorespond = false;
     }
     //post canned auto-response IF any (disables new ticket auto-response).
     if ($vars['cannedResponseId'] && $ticket->postCannedReply($vars['cannedResponseId'], $message->getId(), $autorespond)) {
         $ticket->markUnAnswered();
         //Leave the ticket as unanswred.
         $autorespond = false;
     }
     //Check department's auto response settings
     // XXX: Dept. setting doesn't affect canned responses.
     if ($autorespond && $dept && !$dept->autoRespONNewTicket()) {
         $autorespond = false;
     }
     //Don't send alerts to staff when the message is a bounce
     //  this is necessary to avoid possible loop (especially on new ticket)
     if ($alertstaff && $message->isBounce()) {
         $alertstaff = false;
     }
     /***** See if we need to send some alerts ****/
     $ticket->onNewTicket($message, $autorespond, $alertstaff);
     /************ check if the user JUST reached the max. open tickets limit **********/
     if ($cfg->getMaxOpenTickets() > 0 && ($user = $ticket->getOwner()) && $user->getNumOpenTickets() == $cfg->getMaxOpenTickets()) {
         $ticket->onOpenLimit($autorespond && strcasecmp($origin, 'staff'));
     }
     /* Start tracking ticket lifecycle events */
     $ticket->logEvent('created');
     // Fire post-create signal (for extra email sending, searching)
     Signal::send('model.created', $ticket);
     /* Phew! ... time for tea (KETEPA) */
     return $ticket;
 }
コード例 #10
0
ファイル: class.ticket.php プロジェクト: nicolap/osTicket-1.7
 function create($vars, &$errors, $origin, $autorespond = true, $alertstaff = true)
 {
     global $cfg, $thisclient, $_FILES;
     //Check for 403
     if ($vars['email'] && Validator::is_email($vars['email'])) {
         //Make sure the email address is not banned
         if (EmailFilter::isBanned($vars['email'])) {
             $errors['err'] = 'Ticket denied. Error #403';
             Sys::log(LOG_WARNING, 'Ticket denied', 'Banned email - ' . $vars['email']);
             return 0;
         }
         //Make sure the open ticket limit hasn't been reached. (LOOP CONTROL)
         if ($cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff') && ($client = Client::lookupByEmail($vars['email'])) && ($openTickets = $client->getNumOpenTickets()) && $opentickets >= $cfg->getMaxOpenTickets()) {
             $errors['err'] = "You've reached the maximum open tickets allowed.";
             Sys::log(LOG_WARNING, 'Ticket denied -' . $vars['email'], sprintf('Max open tickets (%d) reached for %s ', $cfg->getMaxOpenTickets(), $vars['email']));
             return 0;
         }
     }
     // Make sure email contents should not be rejected
     if (($email_filter = new EmailFilter($vars)) && ($filter = $email_filter->shouldReject())) {
         $errors['err'] = 'Ticket denied. Error #403';
         Sys::log(LOG_WARNING, 'Ticket denied', sprintf('Banned email - %s by filter "%s"', $vars['email'], $filter->getName()));
         return 0;
     }
     $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');
     $fields['message'] = array('type' => 'text', 'required' => 1, 'error' => 'Message required');
     switch (strtolower($origin)) {
         case 'web':
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Select help topic');
             break;
         case 'staff':
             $fields['deptId'] = array('type' => 'int', 'required' => 1, 'error' => 'Dept. required');
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Topic required');
             $fields['duedate'] = array('type' => 'date', 'required' => 0, 'error' => 'Invalid date - must be MM/DD/YY');
         case 'api':
             $fields['source'] = array('type' => 'string', 'required' => 1, 'error' => 'Indicate source');
             break;
         case 'email':
             $fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => 'Email unknown');
             break;
         default:
             # TODO: Return error message
             $errors['err'] = $errors['origin'] = 'Invalid origin given';
     }
     $fields['priorityId'] = array('type' => 'int', 'required' => 0, 'error' => 'Invalid Priority');
     $fields['phone'] = array('type' => 'phone', 'required' => 0, 'error' => 'Valid phone # required');
     if (!Validator::process($fields, $vars, $errors) && !$errors['err']) {
         $errors['err'] = 'Missing or invalid data - check the errors and try again';
     }
     //Make sure phone extension is valid
     if ($vars['phone_ext']) {
         if (!is_numeric($vars['phone_ext']) && !$errors['phone']) {
             $errors['phone'] = 'Invalid phone ext.';
         } elseif (!$vars['phone']) {
             //make sure they just didn't enter ext without phone # XXX: reconsider allowing!
             $errors['phone'] = 'Phone number required';
         }
     }
     //Make sure the due date is valid
     if ($vars['duedate']) {
         if (!$vars['time'] || strpos($vars['time'], ':') === false) {
             $errors['time'] = 'Select time';
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) === false) {
             $errors['duedate'] = 'Invalid duedate';
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) <= time()) {
             $errors['duedate'] = 'Due date must be in the future';
         }
     }
     # Perform email filter actions on the new ticket arguments XXX: Move filter to the top and check for reject...
     if (!$errors && $email_filter) {
         $email_filter->apply($vars);
     }
     # Some things will need to be unpacked back into the scope of this
     # function
     if (isset($vars['autorespond'])) {
         $autorespond = $vars['autorespond'];
     }
     //Any error above is fatal.
     if ($errors) {
         return 0;
     }
     // OK...just do it.
     $deptId = $vars['deptId'];
     //pre-selected Dept if any.
     $priorityId = $vars['priorityId'];
     $source = ucfirst($vars['source']);
     $topic = NULL;
     // Intenal mapping magic...see if we need to overwrite anything
     if (isset($vars['topicId']) && ($topic = Topic::lookup($vars['topicId']))) {
         //Ticket created via web by user/or staff
         $deptId = $deptId ? $deptId : $topic->getDeptId();
         $priorityId = $priorityId ? $priorityId : $topic->getPriorityId();
         if ($autorespond) {
             $autorespond = $topic->autoRespond();
         }
         $source = $vars['source'] ? $vars['source'] : 'Web';
     } elseif ($vars['emailId'] && !$vars['deptId'] && ($email = Email::lookup($vars['emailId']))) {
         //Emailed Tickets
         $deptId = $email->getDeptId();
         $priorityId = $priorityId ? $priorityId : $email->getPriorityId();
         if ($autorespond) {
             $autorespond = $email->autoRespond();
         }
         $email = null;
         $source = 'Email';
     } elseif ($vars['deptId']) {
         //Opened by staff.
         $deptId = $vars['deptId'];
         $source = ucfirst($vars['source']);
     }
     //Last minute checks
     $priorityId = $priorityId ? $priorityId : $cfg->getDefaultPriorityId();
     $deptId = $deptId ? $deptId : $cfg->getDefaultDeptId();
     $topicId = $vars['topicId'] ? $vars['topicId'] : 0;
     $ipaddress = $vars['ip'] ? $vars['ip'] : $_SERVER['REMOTE_ADDR'];
     //We are ready son...hold on to the rails.
     $extId = Ticket::genExtRandID();
     $sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ' ,lastmessage= NOW()' . ' ,ticketID=' . db_input($extId) . ' ,dept_id=' . db_input($deptId) . ' ,topic_id=' . db_input($topicId) . ' ,priority_id=' . db_input($priorityId) . ' ,email=' . db_input($vars['email']) . ' ,name=' . db_input(Format::striptags($vars['name'])) . ' ,subject=' . db_input(Format::striptags($vars['subject'])) . ' ,phone="' . db_input($vars['phone'], false) . '"' . ' ,phone_ext=' . db_input($vars['phone_ext'] ? $vars['phone_ext'] : '') . ' ,ip_address=' . db_input($ipaddress) . ' ,source=' . db_input($source);
     //Make sure the origin is staff - avoid firebug hack!
     if ($vars['duedate'] && !strcasecmp($origin, 'staff')) {
         $sql .= ' ,duedate=' . db_input(date('Y-m-d G:i', Misc::dbtime($vars['duedate'] . ' ' . $vars['time'])));
     }
     if (!db_query($sql) || !($id = db_insert_id()) || !($ticket = Ticket::lookup($id))) {
         return null;
     }
     /* -------------------- POST CREATE ------------------------ */
     $dept = $ticket->getDept();
     if (!$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 . ' LIMIT 1');
         //TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable]
     }
     //post the message.
     $msgid = $ticket->postMessage($vars['message'], $source, $vars['mid'], $vars['header'], true);
     // Configure service-level-agreement for this ticket
     $ticket->selectSLAId($vars['slaId']);
     //Auto assign staff or team - auto assignment based on filter rules.
     if ($vars['staffId'] && !$vars['assignId']) {
         $ticket->assignToStaff($vars['staffId'], 'auto-assignment');
     }
     if ($vars['teamId'] && !$vars['assignId']) {
         $ticket->assignToTeam($vars['teamId'], 'auto-assignment');
     }
     /**********   double check auto-response  ************/
     //Overwrite auto responder if the FROM email is one of the internal emails...loop control.
     if ($autorespond && Email::getIdByEmail($ticket->getEmail())) {
         $autorespond = false;
     }
     if ($autorespond && $dept && !$dept->autoRespONNewTicket()) {
         $autorespond = false;
     }
     # Messages that are clearly auto-responses from email systems should
     # not have a return 'ping' message
     if ($autorespond && $vars['header'] && EmailFilter::isAutoResponse(Mail_Parse::splitHeaders($vars['header']))) {
         $autorespond = false;
     }
     //Don't auto respond to mailer daemons.
     if ($autorespond && (strpos(strtolower($vars['email']), 'mailer-daemon@') !== false || strpos(strtolower($vars['email']), 'postmaster@') !== false)) {
         $autorespond = false;
     }
     /***** See if we need to send some alerts ****/
     $ticket->onNewTicket($vars['message'], $autorespond, $alertstaff);
     /************ check if the user JUST reached the max. open tickets limit **********/
     if ($cfg->getMaxOpenTickets() > 0 && ($client = $ticket->getClient()) && $client->getNumOpenTickets() == $cfg->getMaxOpenTickets()) {
         $ticket->onOpenLimit($autorespond && strcasecmp($origin, 'staff'));
     }
     /* Phew! ... time for tea (KETEPA) */
     return $ticket;
 }
コード例 #11
0
 function getAutoRespEmail()
 {
     if (!$this->autorespEmail && $this->ht['autoresp_email_id'] && ($email = Email::lookup($this->ht['autoresp_email_id']))) {
         $this->autorespEmail = $email;
     } else {
         // Defualt to dept email if autoresp is not specified or deleted.
         $this->autorespEmail = $this->getEmail();
     }
     return $this->autorespEmail;
 }
コード例 #12
0
ファイル: class.ticket.php プロジェクト: jmangarret/ostickets
 static function create($vars, &$errors, $origin, $autorespond = true, $alertstaff = true)
 {
     global $ost, $cfg, $thisclient, $_FILES;
     // Don't enforce form validation for email
     $field_filter = function ($type) use($origin) {
         return function ($f) use($origin, $type) {
             // Ultimately, only offer validation errors for web for
             // non-internal fields. For email, no validation can be
             // performed. For other origins, validate as usual
             switch (strtolower($origin)) {
                 case 'email':
                     return false;
                 case 'staff':
                     // Required 'Contact Information' fields aren't required
                     // when staff open tickets
                     return $type != 'user' || in_array($f->get('name'), array('name', 'email'));
                 case 'web':
                     return !$f->get('private');
                 default:
                     return true;
             }
         };
     };
     $reject_ticket = function ($message) use(&$errors) {
         global $ost;
         $errors = array('errno' => 403, 'err' => __('This help desk is for use by authorized users only'));
         $ost->logWarning(_S('Ticket Denied'), $message, false);
         return 0;
     };
     Signal::send('ticket.create.before', null, $vars);
     // Create and verify the dynamic form entry for the new ticket
     $form = TicketForm::getNewInstance();
     $form->setSource($vars);
     // If submitting via email or api, ensure we have a subject and such
     if (!in_array(strtolower($origin), array('web', 'staff'))) {
         foreach ($form->getFields() as $field) {
             $fname = $field->get('name');
             if ($fname && isset($vars[$fname]) && !$field->value) {
                 $field->value = $field->parse($vars[$fname]);
             }
         }
     }
     if (!$form->isValid($field_filter('ticket'))) {
         $errors += $form->errors();
     }
     /*INICIO
       Creado por Anthony Parisi
       2016-02-01
       Con las siguientes lineas de código, se crea el ticket mediante la API.*/
     if (!in_array(strtolower($origin), array('web', 'staff'))) {
         $errors = array();
     }
     /* FIN */
     if ($vars['uid']) {
         $user = User::lookup($vars['uid']);
     }
     $id = 0;
     $fields = array();
     $fields['message'] = array('type' => '*', 'required' => 1, 'error' => __('Message content is required'));
     switch (strtolower($origin)) {
         case 'web':
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => __('Select a help topic'));
             break;
         case 'staff':
             $fields['deptId'] = array('type' => 'int', 'required' => 0, 'error' => __('Department selection is required'));
             $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => __('Help topic selection is required'));
             $fields['duedate'] = array('type' => 'date', 'required' => 0, 'error' => __('Invalid date format - must be MM/DD/YY'));
         case 'api':
             $fields['source'] = array('type' => 'string', 'required' => 1, 'error' => __('Indicate ticket source'));
             break;
         case 'email':
             $fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => __('Unknown system email'));
             break;
         default:
             # TODO: Return error message
             $errors['err'] = $errors['origin'] = __('Invalid ticket origin given');
     }
     if (!Validator::process($fields, $vars, $errors) && !$errors['err']) {
         $errors['err'] = __('Missing or invalid data - check the errors and try again');
     }
     //Make sure the due date is valid
     if ($vars['duedate']) {
         if (!$vars['time'] || strpos($vars['time'], ':') === false) {
             $errors['time'] = __('Select a time from the list');
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) === false) {
             $errors['duedate'] = __('Invalid due date');
         } elseif (strtotime($vars['duedate'] . ' ' . $vars['time']) <= time()) {
             $errors['duedate'] = __('Due date must be in the future');
         }
     }
     if (!$errors) {
         # Perform ticket filter actions on the new ticket arguments
         $__form = null;
         if ($vars['topicId']) {
             if (($__topic = Topic::lookup($vars['topicId'])) && ($__form = $__topic->getForm())) {
                 $__form = $__form->instanciate();
                 $__form->setSource($vars);
             }
         }
         try {
             $vars = self::filterTicketData($origin, $vars, array($form, $__form), $user);
         } catch (RejectedException $ex) {
             return $reject_ticket(sprintf(_S('Ticket rejected (%s) by filter "%s"'), $ex->vars['email'], $ex->getRejectingFilter()->getName()));
         }
         //Make sure the open ticket limit hasn't been reached. (LOOP CONTROL)
         if ($cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff') && ($_user = TicketUser::lookupByEmail($vars['email'])) && ($openTickets = $_user->getNumOpenTickets()) && $openTickets >= $cfg->getMaxOpenTickets()) {
             $errors = array('err' => __("You've reached the maximum open tickets allowed."));
             $ost->logWarning(sprintf(_S('Ticket denied - %s'), $vars['email']), sprintf(_S('Max open tickets (%1$d) reached for %2$s'), $cfg->getMaxOpenTickets(), $vars['email']), false);
             return 0;
         }
         // Allow vars to be changed in ticket filter and applied to the user
         // account created or detected
         if (!$user && $vars['email']) {
             $user = User::lookupByEmail($vars['email']);
         }
         if (!$user) {
             // Reject emails if not from registered clients (if
             // configured)
             if (strcasecmp($origin, 'email') === 0 && !$cfg->acceptUnregisteredEmail()) {
                 list($mailbox, $domain) = explode('@', $vars['email'], 2);
                 // Users not yet created but linked to an organization
                 // are still acceptable
                 if (!Organization::forDomain($domain)) {
                     return $reject_ticket(sprintf(_S('Ticket rejected (%s) (unregistered client)'), $vars['email']));
                 }
             }
             $user_form = UserForm::getUserForm()->getForm($vars);
             if (!$user_form->isValid($field_filter('user')) || !($user = User::fromVars($user_form->getClean()))) {
                 $errors['user'] = __('Incomplete client information');
             }
         }
     }
     if ($vars['topicId']) {
         if ($topic = Topic::lookup($vars['topicId'])) {
             if ($topic_form = $topic->getForm()) {
                 $TF = $topic_form->getForm($vars);
                 $topic_form = $topic_form->instanciate();
                 $topic_form->setSource($vars);
                 if (!$TF->isValid($field_filter('topic'))) {
                     $errors = array_merge($errors, $TF->errors());
                 }
             }
         } else {
             $errors['topicId'] = 'Invalid help topic selected';
         }
     }
     // Any error above is fatal.
     if ($errors) {
         return 0;
     }
     Signal::send('ticket.create.validated', null, $vars);
     # Some things will need to be unpacked back into the scope of this
     # function
     if (isset($vars['autorespond'])) {
         $autorespond = $vars['autorespond'];
     }
     # Apply filter-specific priority
     if ($vars['priorityId']) {
         $form->setAnswer('priority', null, $vars['priorityId']);
     }
     // If the filter specifies a help topic which has a form associated,
     // and there was previously either no help topic set or the help
     // topic did not have a form, there's no need to add it now as (1)
     // validation is closed, (2) there may be a form already associated
     // and filled out from the original  help topic, and (3) staff
     // members can always add more forms now
     // OK...just do it.
     $statusId = $vars['statusId'];
     $deptId = $vars['deptId'];
     //pre-selected Dept if any.
     $source = ucfirst($vars['source']);
     // Apply email settings for emailed tickets. Email settings should
     // trump help topic settins if the email has an associated help
     // topic
     if ($vars['emailId'] && ($email = Email::lookup($vars['emailId']))) {
         $deptId = $deptId ?: $email->getDeptId();
         $priority = $form->getAnswer('priority');
         if (!$priority || !$priority->getIdValue()) {
             $form->setAnswer('priority', null, $email->getPriorityId());
         }
         if ($autorespond) {
             $autorespond = $email->autoRespond();
         }
         if (!isset($topic) && ($T = $email->getTopic()) && $T->isActive()) {
             $topic = $T;
         }
         $email = null;
         $source = 'Email';
     }
     if (!isset($topic)) {
         // This may return NULL, no big deal
         $topic = $cfg->getDefaultTopic();
     }
     // Intenal mapping magic...see if we need to override anything
     if (isset($topic)) {
         $deptId = $deptId ?: $topic->getDeptId();
         $statusId = $statusId ?: $topic->getStatusId();
         $priority = $form->getAnswer('priority');
         if (!$priority || !$priority->getIdValue()) {
             $form->setAnswer('priority', null, $topic->getPriorityId());
         }
         if ($autorespond) {
             $autorespond = $topic->autoRespond();
         }
         //Auto assignment.
         if (!isset($vars['staffId']) && $topic->getStaffId()) {
             $vars['staffId'] = $topic->getStaffId();
         } elseif (!isset($vars['teamId']) && $topic->getTeamId()) {
             $vars['teamId'] = $topic->getTeamId();
         }
         //set default sla.
         if (isset($vars['slaId'])) {
             $vars['slaId'] = $vars['slaId'] ?: $cfg->getDefaultSLAId();
         } elseif ($topic && $topic->getSLAId()) {
             $vars['slaId'] = $topic->getSLAId();
         }
     }
     // Auto assignment to organization account manager
     if (($org = $user->getOrganization()) && $org->autoAssignAccountManager() && ($code = $org->getAccountManagerId())) {
         if (!isset($vars['staffId']) && $code[0] == 's') {
             $vars['staffId'] = substr($code, 1);
         } elseif (!isset($vars['teamId']) && $code[0] == 't') {
             $vars['teamId'] = substr($code, 1);
         }
     }
     // Last minute checks
     $priority = $form->getAnswer('priority');
     if (!$priority || !$priority->getIdValue()) {
         $form->setAnswer('priority', null, $cfg->getDefaultPriorityId());
     }
     $deptId = $deptId ?: $cfg->getDefaultDeptId();
     $statusId = $statusId ?: $cfg->getDefaultTicketStatusId();
     $topicId = isset($topic) ? $topic->getId() : 0;
     $ipaddress = $vars['ip'] ?: $_SERVER['REMOTE_ADDR'];
     $source = $source ?: 'Web';
     //We are ready son...hold on to the rails.
     $number = $topic ? $topic->getNewTicketNumber() : $cfg->getNewTicketNumber();
     $sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ' ,lastmessage= NOW()' . ' ,user_id=' . db_input($user->getId()) . ' ,`number`=' . db_input($number) . ' ,dept_id=' . db_input($deptId) . ' ,topic_id=' . db_input($topicId) . ' ,ip_address=' . db_input($ipaddress) . ' ,source=' . db_input($source);
     if (isset($vars['emailId']) && $vars['emailId']) {
         $sql .= ', email_id=' . db_input($vars['emailId']);
     }
     //Make sure the origin is staff - avoid firebug hack!
     if ($vars['duedate'] && !strcasecmp($origin, 'staff')) {
         $sql .= ' ,duedate=' . db_input(date('Y-m-d G:i', Misc::dbtime($vars['duedate'] . ' ' . $vars['time'])));
     }
     if (!db_query($sql) || !($id = db_insert_id()) || !($ticket = Ticket::lookup($id))) {
         return null;
     }
     /* -------------------- POST CREATE ------------------------ */
     // Save the (common) dynamic form
     $form->setTicketId($id);
     $form->save();
     // Save the form data from the help-topic form, if any
     if ($topic_form) {
         $topic_form->setTicketId($id);
         $topic_form->save();
     }
     $ticket->loadDynamicData();
     $dept = $ticket->getDept();
     // Add organizational collaborators
     if ($org && $org->autoAddCollabs()) {
         $pris = $org->autoAddPrimaryContactsAsCollabs();
         $members = $org->autoAddMembersAsCollabs();
         $settings = array('isactive' => true);
         $collabs = array();
         foreach ($org->allMembers() as $u) {
             if ($members || $pris && $u->isPrimaryContact()) {
                 if ($c = $ticket->addCollaborator($u, $settings, $errors)) {
                     $collabs[] = (string) $c;
                 }
             }
         }
         //TODO: Can collaborators add others?
         if ($collabs) {
             //TODO: Change EndUser to name of  user.
             $ticket->logNote(sprintf(_S('Collaborators for %s organization added'), $org->getName()), implode("<br>", $collabs), $org->getName(), false);
         }
     }
     //post the message.
     $vars['title'] = $vars['subject'];
     //Use the initial subject as title of the post.
     $vars['userId'] = $ticket->getUserId();
     $message = $ticket->postMessage($vars, $origin, false);
     // Configure service-level-agreement for this ticket
     $ticket->selectSLAId($vars['slaId']);
     // Assign ticket to staff or team (new ticket by staff)
     if ($vars['assignId']) {
         $ticket->assign($vars['assignId'], $vars['note']);
     } else {
         // Auto assign staff or team - auto assignment based on filter
         // rules. Both team and staff can be assigned
         if ($vars['staffId']) {
             $ticket->assignToStaff($vars['staffId'], _S('Auto Assignment'));
         }
         if ($vars['teamId']) {
             // No team alert if also assigned to an individual agent
             $ticket->assignToTeam($vars['teamId'], _S('Auto Assignment'), !$vars['staffId']);
         }
     }
     // Apply requested status — this should be done AFTER assignment,
     // because if it is requested to be closed, it should not cause the
     // ticket to be reopened for assignment.
     if ($statusId) {
         $ticket->setStatus($statusId, false, false);
     }
     /**********   double check auto-response  ************/
     //Override auto responder if the FROM email is one of the internal emails...loop control.
     if ($autorespond && Email::getIdByEmail($ticket->getEmail())) {
         $autorespond = false;
     }
     # Messages that are clearly auto-responses from email systems should
     # not have a return 'ping' message
     if (isset($vars['flags']) && $vars['flags']['bounce']) {
         $autorespond = false;
     }
     if ($autorespond && $message->isAutoReply()) {
         $autorespond = false;
     }
     //post canned auto-response IF any (disables new ticket auto-response).
     if ($vars['cannedResponseId'] && $ticket->postCannedReply($vars['cannedResponseId'], $message->getId(), $autorespond)) {
         $ticket->markUnAnswered();
         //Leave the ticket as unanswred.
         $autorespond = false;
     }
     //Check department's auto response settings
     // XXX: Dept. setting doesn't affect canned responses.
     if ($autorespond && $dept && !$dept->autoRespONNewTicket()) {
         $autorespond = false;
     }
     //Don't send alerts to staff when the message is a bounce
     //  this is necessary to avoid possible loop (especially on new ticket)
     if ($alertstaff && $message->isBounce()) {
         $alertstaff = false;
     }
     /***** See if we need to send some alerts ****/
     $ticket->onNewTicket($message, $autorespond, $alertstaff);
     /************ check if the user JUST reached the max. open tickets limit **********/
     if ($cfg->getMaxOpenTickets() > 0 && ($user = $ticket->getOwner()) && $user->getNumOpenTickets() == $cfg->getMaxOpenTickets()) {
         $ticket->onOpenLimit($autorespond && strcasecmp($origin, 'staff'));
     }
     /* Start tracking ticket lifecycle events */
     $ticket->logEvent('created');
     // Fire post-create signal (for extra email sending, searching)
     Signal::send('model.created', $ticket);
     /*INICIO
       Anthony Parisi
       2016-02-05
       Con las siguientes lineas de código, se actualizan los campos de 
       Detalle de su Solicitud en las tablas descritas en la Sentencia SQL*/
     if (!in_array(strtolower($origin), array('web', 'staff'))) {
         //echo "<pre>";
         //var_dump($vars);
         //die($vars['valores']);
         foreach ($ticket as $key => $value) {
             if ($key == "id") {
                 $ticket_idAPI = $value;
             }
             if ($key == "last_message") {
                 $last_message = $value;
                 $datos = explode("\n", $last_message);
                 $nombre = $vars['name'];
                 $correo = $vars['email'];
                 $telefono = $vars['phone'];
                 $valores = $vars['valores'];
                 $adicional = explode("%%", $valores);
                 //die($adicional[4]);
                 /*$nombre   = ucwords(strtolower(substr($datos[0], 20, strlen($datos[0])-21)));
                   $correo   = strtolower(substr($datos[1], 20, strlen($datos[1])-21));
                   $telefono = substr($datos[2], 22, strlen($datos[2])-23);
                   $i        = 5;
                   $mensaje  = "";
                   while(strpos($datos[$i], "------------------------------------------------------") === false){
                       $mensaje .= $datos[$i];
                       $i++;
                   }
                   for($i=5;$i < (count($datos)-6);$i++){
                       if(strpos($datos[$i], "TIPO DE PASAJE: ") > -1)
                           $pasaje = substr($datos[$i], 28, strlen($datos[$i])-29);
                       elseif(strpos($datos[$i], "CIUDAD DE ORIGEN: ") > -1)
                           $origen = substr($datos[$i], 18, strlen($datos[$i])-19);
                       elseif(strpos($datos[$i], "CIUDAD DE DESTINO: ") > -1)
                           $destino = substr($datos[$i], 21, strlen($datos[$i])-22);
                       elseif(strpos($datos[$i], "FECHA DE SALIDA: ") > -1)
                           $salida = substr($datos[$i], 17, strlen($datos[$i])-18);
                       elseif(strpos($datos[$i], "FECHA DE REGRESO: ") > -1)
                           $regreso = substr($datos[$i], 20, strlen($datos[$i])-21);
                       elseif(strpos($datos[$i], "CLASE: ") > -1)
                           $clase = substr($datos[$i], 19, strlen($datos[$i])-20);
                       elseif(strpos($datos[$i], "AEROL") > -1)
                           $aerolinea = substr($datos[$i], 14, strlen($datos[$i])-15);
                   }
                   $adultos = substr($datos[count($datos)-5], 9, strlen($datos[count($datos)-5])-10);
                   $mayores = substr($datos[count($datos)-4], 11, strlen($datos[count($datos)-4])-12);
                   $ninos = substr($datos[count($datos)-3], 9, strlen($datos[count($datos)-3])-10);
                   $bebes = substr($datos[count($datos)-2], 8, strlen($datos[count($datos)-2])-9);*/
             }
         }
         $detail = '{"88":"Cotizacion PopPup"}';
         $mysqli = new mysqli(DBHOST, DBUSER, DBPASS, DBNAME);
         $mysqli->query("UPDATE `ost_form_entry_values` SET `value` = '{$detail}' WHERE field_id = '20' AND `entry_id` = (SELECT id FROM ost_form_entry WHERE object_id = '{$ticket_idAPI}' AND object_type = 'T');");
         $mysqli->query("INSERT INTO `ost_ticket__cdata` SET `subject`='88', `ticket_id`= '{$ticket_idAPI}' ON DUPLICATE KEY UPDATE `subject`='88';");
         $sqlUser = $mysqli->query("SELECT id FROM ost_user WHERE id = '" . $user->getId() . "' AND `org_id` = 30 LIMIT 1;");
         $rowUser = mysqli_num_rows($sqlUser);
         if ($rowUser <= 0) {
             $mysqli->query("UPDATE ost_user SET `org_id` = 30, `updated` = NOW() WHERE id = " . $user->getId() . " LIMIT 1;");
         }
         $mysqli->query("INSERT INTO \n                                `ost_cotizaciones` (\n                                    `ticket_id`, \n                                    `nombre`, \n                                    `correo`, \n                                    `telefono`, \n                                    `mensaje`, \n                                    `tipo_vuelo`, \n                                    `origen`, \n                                    `destino`, \n                                    `salida`, \n                                    `regreso`, \n                                    `clase`, \n                                    `aerolinea`, \n                                    `adultos`, \n                                    `mayores`, \n                                    `ninos`, \n                                    `bebe`) \n                                VALUES (\n                                    '{$ticket_idAPI}', \n                                    '{$nombre}', \n                                    '{$correo}', \n                                    '{$telefono}', \n                                    '{$adicional['0']}', \n                                    '{$adicional['1']}', \n                                    '{$adicional['2']}', \n                                    '{$adicional['3']}', \n                                    '{$adicional['4']}', \n                                    '{$adicional['5']}', \n                                    '{$adicional['6']}', \n                                    '{$adicional['7']}', \n                                    '{$adicional['8']}', \n                                    '{$adicional['9']}', \n                                    '{$adicional['10']}', \n                                    '{$adicional['11']}');");
     }
     /* FIN */
     /* Phew! ... time for tea (KETEPA) */
     return $ticket;
 }