function _saveDepartment()
{
$department_id = (int) $this->_data['department_id'];
if (!$this->_permissions->move_ticket || $department_id == $this->_ticket->department_id) {
return;
}
$this->updates[] = "`department_id`='" . $department_id . "'";
$department =& JTable::getInstance('RSTicketsPro_Departments', 'Table');
$department->load($department_id);
// random
if ($department->get('generation_rule') == 1) {
// add the department prefix
$code = $department->get('prefix') . '-' . strtoupper(RSTicketsProHelper::generateNumber(10));
$this->_db->setQuery("SELECT id FROM #__rsticketspro_tickets WHERE code='" . $code . "'");
while ($this->_db->loadResult()) {
// add the department prefix
$code = $department->get('prefix') . '-' . strtoupper(RSTicketsProHelper::generateNumber(10));
$this->_db->setQuery("SELECT id FROM #__rsticketspro_tickets WHERE code='" . $code . "'");
}
} else {
$code = $department->get('next_number');
$code = str_pad($code, 10, 0, STR_PAD_LEFT);
// add the department prefix
$code = $department->get('prefix') . '-' . $code;
$this->_db->setQuery("UPDATE #__rsticketspro_departments SET `next_number` = `next_number` + 1 WHERE id='" . $department_id . "' LIMIT 1");
$this->_db->query();
}
$this->updates[] = "`code`='" . $code . "'";
$this->_db->setQuery("SELECT v.custom_field_id, v.value, cf.type, cf.name FROM #__rsticketspro_custom_fields_values v LEFT JOIN #__rsticketspro_custom_fields cf ON (cf.id = v.custom_field_id) WHERE v.ticket_id='" . (int) $this->_ticket->id . "' AND cf.published='1'");
$current_fields = $this->_db->loadObjectList();
foreach ($current_fields as $field) {
// check if there's a field that matches
$this->_db->setQuery("SELECT id FROM #__rsticketspro_custom_fields WHERE department_id='" . $department_id . "' AND name LIKE '" . $this->_db->getEscaped($field->name) . "'");
$found = $this->_db->loadObject();
if ($found) {
$this->_db->setQuery("SELECT id FROM #__rsticketspro_custom_fields_values WHERE custom_field_id='" . $found->id . "' AND ticket_id='" . $this->_ticket->id . "' LIMIT 1");
$duplicate = $this->_db->loadResult();
if ($duplicate) {
continue;
}
$new_field =& JTable::getInstance('RSTicketsPro_Custom_Fields_Values', 'Table');
$new_field->custom_field_id = $found->id;
$new_field->ticket_id = $this->_ticket->id;
$new_field->value = $field->value;
$this->_db->setQuery("SELECT id FROM #__rsticketspro_custom_field_values WHERE custom_field_id='" . $found->id . "' AND ticket_id='" . $this->_ticket->id . "'");
if (!$this->_db->loadResult()) {
$new_field->store();
}
}
}
}
function addTicket($params, $custom_fields = array(), $files = array())
{
$db = JFactory::getDBO();
$department_id = (int) $params['department_id'];
if (!$department_id) {
return false;
}
// check user
$logged = 1;
$customer_id = (int) @$params['customer_id'];
// create a new user if no user specified
if (!$customer_id) {
$logged = 0;
$data = array();
$data['name'] = @$params['name'];
$customer_id = RSTicketsProHelper::createUser(@$params['email'], $data);
}
// get the department
$department =& JTable::getInstance('RSTicketsPro_Departments', 'Table');
$department->load($department_id);
// priority
$priority_id = (int) @$params['priority_id'];
if (!$priority_id) {
$department->get('priority_id');
}
// unassigned
$staff_id = 0;
// auto-assign to staff member with the least assigned tickets
if ($department->get('assignment_type') == 1) {
// select staff members that belong to this department
$db->setQuery("SELECT user_id FROM #__rsticketspro_staff_to_department WHERE department_id='" . $department->get('id') . "'");
$staff_ids = $db->loadResultArray();
if (!empty($staff_ids)) {
$staff_ids = implode(',', $staff_ids);
// select groups that can answer tickets
$db->setQuery("SELECT id FROM #__rsticketspro_groups WHERE answer_ticket='1'");
$group_ids = $db->loadResultArray();
if (!empty($group_ids)) {
$group_ids = implode(',', $group_ids);
$db->setQuery("SELECT user_id FROM #__rsticketspro_staff WHERE group_id IN (" . $group_ids . ") AND user_id IN (" . $staff_ids . ") AND priority_id IN (0" . ($priority_id ? "," . $priority_id : "") . ")");
$staff_ids = $db->loadResultArray();
if (!empty($staff_ids)) {
$db->setQuery("SELECT staff_id, COUNT(id) AS tickets FROM #__rsticketspro_tickets WHERE status_id != 2 AND staff_id IN (" . implode(',', $staff_ids) . ") GROUP BY staff_id ORDER BY tickets ASC");
$results = $db->loadObjectList('staff_id');
// must make sure we cover all staff members, even those who don't have tickets yet
foreach ($staff_ids as $staff) {
if (!isset($results[$staff])) {
// found a staff member who has 0 tickets - assign
$staff_id = $staff;
break;
}
}
// no staff member assigned so far - must grab from query the first result
if (empty($staff_id)) {
if ($tmp = reset($results)) {
$staff_id = $tmp->staff_id;
}
}
// get a random staff id from all the members
if (empty($staff_id)) {
$staff_ids = explode(',', $staff_ids);
$staff_id = $staff_ids[mt_rand(0, count($staff_ids) - 1)];
}
}
}
}
if (empty($staff_id)) {
$staff_id = 0;
}
}
// random
if ($department->get('generation_rule') == 1) {
// add the department prefix
$code = $department->get('prefix') . '-' . strtoupper(RSTicketsProHelper::generateNumber(10));
$db->setQuery("SELECT id FROM #__rsticketspro_tickets WHERE code='" . $code . "'");
while ($db->loadResult()) {
// add the department prefix
$code = $department->get('prefix') . '-' . strtoupper(RSTicketsProHelper::generateNumber(10));
$db->setQuery("SELECT id FROM #__rsticketspro_tickets WHERE code='" . $code . "'");
}
} else {
$code = $department->get('next_number');
$code = str_pad($code, 10, 0, STR_PAD_LEFT);
// add the department prefix
$code = $department->get('prefix') . '-' . $code;
$db->setQuery("UPDATE #__rsticketspro_departments SET `next_number` = `next_number` + 1 WHERE id='" . $department_id . "' LIMIT 1");
$db->query();
}
// subject
$subject = $params['subject'];
// message
$message = $params['message'];
// date and time
if (!empty($params['date'])) {
$date = JFactory::getDate($params['date']);
} else {
$date = JFactory::getDate();
}
$date = $date->toUnix();
// save the ticket details in the database
$ticket =& JTable::getInstance('RSTicketsPro_Tickets', 'Table');
$ticket->department_id = $department_id;
$ticket->staff_id = $staff_id;
$ticket->customer_id = $customer_id;
$ticket->code = $code;
$ticket->subject = $subject;
$ticket->status_id = 1;
$ticket->priority_id = $priority_id;
$ticket->date = $date;
$ticket->last_reply = $date;
$ticket->replies = 0;
$ticket->autoclose_sent = 0;
$ticket->agent = $params['agent'];
$ticket->referer = $params['referer'];
$ticket->ip = $params['ip'];
$ticket->logged = $logged;
$ticket->feedback = 0;
$ticket->store();
$ticket_id = $ticket->id;
$message_params = array('ticket_id' => $ticket_id, 'user_id' => $customer_id, 'date' => $date, 'message' => $params['message'], 'dont_send_emails' => 1, 'return_array' => 1);
$custom_fields_email = '';
// save the custom fields in the database
foreach ($custom_fields as $field_id => $value) {
$new_field =& JTable::getInstance('RSTicketsPro_Custom_Fields_Values', 'Table');
$new_field->custom_field_id = $field_id;
$new_field->ticket_id = $ticket_id;
$new_field->value = is_array($value) ? implode("\n", $value) : $value;
$new_field->store();
$custom_field =& JTable::getInstance('RSTicketsPro_Custom_Fields', 'Table');
$custom_field->load($field_id);
$custom_fields_email .= '<p>' . JText::_($custom_field->label) . ': ' . (is_array($value) ? implode(', ', $value) : $new_field->value) . '</p>';
}
list($ticket_message_id, $attachments) = RSTicketsProHelper::addTicketReply($message_params, $files);
// get email sending settings
$from = RSTicketsProHelper::getConfig('email_address');
$fromname = RSTicketsProHelper::getConfig('email_address_fullname');
// are we using global ?
if (RSTicketsProHelper::getConfig('email_use_global')) {
$config = new JConfig();
$from = $config->mailfrom;
$fromname = $config->fromname;
}
if (!$department->get('email_use_global')) {
$from = $department->email_address;
$fromname = $department->email_address_fullname;
}
// send email to the customer with a copy of his own ticket
if ($department->customer_send_copy_email) {
$email = RSTicketsProHelper::getEmail('add_ticket_customer');
$customer = JFactory::getUser($customer_id);
$replace = array('{live_site}', '{ticket}', '{customer_name}', '{customer_username}', '{customer_email}', '{code}', '{subject}', '{message}', '{custom_fields}', '{department_id}', '{department_name}');
$with = array(JURI::root(), RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&cid=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($ticket->subject), true, RSTicketsProHelper::getConfig('customer_itemid')), $customer->get('name'), $customer->get('username'), $customer->get('email'), $ticket->code, $ticket->subject, $message, $custom_fields_email, $department->get('id'), JText::_($department->get('name')));
$email_subject = '[' . $ticket->code . '] ' . $ticket->subject;
$email_message = str_replace($replace, $with, $email->message);
$email_message = RSTicketsProHelper::getReplyAbove() . $email_message;
RSTicketsProHelper::sendMail($from, $fromname, $customer->get('email'), $email_subject, $email_message, 1, $department->customer_attach_email ? $attachments : null, $department->get('cc'), $department->get('bcc'));
}
// send email to the staff member that gets assigned this ticket
if ($department->staff_send_email && $staff_id) {
$email = RSTicketsProHelper::getEmail('add_ticket_staff');
$customer = JFactory::getUser($customer_id);
$staff = JFactory::getUser($staff_id);
$replace = array('{live_site}', '{ticket}', '{customer_name}', '{customer_username}', '{customer_email}', '{staff_name}', '{staff_username}', '{staff_email}', '{code}', '{subject}', '{message}', '{custom_fields}', '{department_id}', '{department_name}');
$with = array(JURI::root(), RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&cid=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($ticket->subject), true, RSTicketsProHelper::getConfig('staff_itemid')), $customer->get('name'), $customer->get('username'), $customer->get('email'), $staff->get('name'), $staff->get('username'), $staff->get('email'), $ticket->code, $ticket->subject, $message, $custom_fields_email, $department->get('id'), JText::_($department->get('name')));
$email_subject = '[' . $ticket->code . '] ' . $ticket->subject;
$email_message = str_replace($replace, $with, $email->message);
$email_message = RSTicketsProHelper::getReplyAbove() . $email_message;
RSTicketsProHelper::sendMail($from, $fromname, $staff->get('email'), $email_subject, $email_message, 1, $department->staff_attach_email ? $attachments : null, $department->get('cc'), $department->get('bcc'));
}
// notify the email addresses configured in the department
if ($department->notify_new_tickets_to) {
$email = RSTicketsProHelper::getEmail('add_ticket_notify');
$notify_new_tickets_to = $department->notify_new_tickets_to;
$notify_new_tickets_to = str_replace("\r\n", "\n", $notify_new_tickets_to);
$notify_new_tickets_to = explode("\n", $notify_new_tickets_to);
$customer = JFactory::getUser($customer_id);
$staff = JFactory::getUser($staff_id);
$replace = array('{live_site}', '{ticket}', '{customer_name}', '{customer_username}', '{customer_email}', '{staff_name}', '{staff_username}', '{staff_email}', '{code}', '{subject}', '{message}', '{custom_fields}', '{department_id}', '{department_name}');
$with = array(JURI::root(), RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&cid=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($ticket->subject), true, RSTicketsProHelper::getConfig('staff_itemid')), $customer->get('name'), $customer->get('username'), $customer->get('email'), $staff->get('name'), $staff->get('username'), $staff->get('email'), $ticket->code, $ticket->subject, $message, $custom_fields_email, $department->get('id'), JText::_($department->get('name')));
$email_subject = '[' . $ticket->code . '] ' . $ticket->subject;
$email_message = str_replace($replace, $with, $email->message);
foreach ($notify_new_tickets_to as $notify_email) {
$notify_email = trim($notify_email);
RSTicketsProHelper::sendMail($from, $fromname, $notify_email, $email_subject, $email_message, 1, $department->staff_attach_email ? $attachments : null, $department->get('cc'), $department->get('bcc'));
}
}
return $ticket_id;
}
