function Admin_ForwardHandler($ticket, $params) { $handler_msg = $params['handler_message']; $user_msg = $params['user_message']; if (FSS_Settings::Get('support_email_send_empty_handler')) { if (!$user_msg) { $user_msg = JText::_("THIS_TICKET_HAS_BEEN_FORWARDED_TO_ANOTHER_HANDLER"); } // translation message missing, provide english version just in case if (!$user_msg || $user_msg == "THIS_TICKET_HAS_BEEN_FORWARDED_TO_ANOTHER_HANDLER") { $user_msg = 'This ticket has been forwarded to another handler'; } } if ($handler_msg) { FSS_EMail::Admin_Forward($ticket, $params['subject'], $handler_msg, $params['files']); } else { if ($user_msg) { FSS_EMail::Admin_Forward($ticket, $params['subject'], $user_msg, $params['files']); } } if ($user_msg) { FSS_EMail::Admin_Reply($ticket, $params['subject'], $user_msg, $params['files']); } }
function DoTicketReply($ticketid, $userid, $isadmin, &$messageid) { $db = JFactory::getDBO(); $subject = $this->subject; $body = $this->plainmsg; $now = FSS_Helper::CurDate(); if ($body) { $qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, admin, posted) VALUES ('"; $qry .= FSSJ3Helper::getEscaped($db, $ticketid) . "','" . FSSJ3Helper::getEscaped($db, $subject) . "','" . FSSJ3Helper::getEscaped($db, $body) . "','" . FSSJ3Helper::getEscaped($db, $userid) . "', '" . FSSJ3Helper::getEscaped($db, $isadmin) . "', '{$now}')"; $db->setQuery($qry); $db->Query(); $messageid = $db->insertid(); $qry = "SELECT ticket_status_id FROM #__fss_ticket_ticket WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'"; $db->setQuery($qry); $status = $db->loadAssoc(); if ($isadmin) { $newstatus = FSS_Ticket_Helper::GetStatusID('def_admin'); } else { $newstatus = FSS_Ticket_Helper::GetStatusID('def_user'); } if ($newstatus > 0) { $qry = "UPDATE #__fss_ticket_ticket SET ticket_status_id = '" . FSSJ3Helper::getEscaped($db, $newstatus) . "', closed = NULL WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'"; } else { $qry = "UPDATE #__fss_ticket_ticket SET closed = NULL WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'"; } $db->setQuery($qry); $db->Query(); if ($newstatus > 0) { $oldstatus = $this->GetStatus($status['ticket_status_id']); $newstatus = $this->GetStatus($newstatus); $this->AddTicketAuditNote($ticketid, "Status changed from '" . $oldstatus['title'] . "' to '" . $newstatus['title'] . "'", $userid); } } $qry = "UPDATE #__fss_ticket_ticket SET lastupdate = '{$now}' WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'"; $db->setQuery($qry); $db->Query(); $ticket = $this->getTicket($ticketid); if ($isadmin) { FSS_EMail::Admin_Reply($ticket, $subject, $body, array()); } else { FSS_EMail::User_Reply($ticket, $subject, $body, array()); } }