function preview() { $this->ticketid = FSS_Input::getInt('ticketid'); $this->sigid = FSS_Input::getInt('sigid'); $ticket = new SupportTicket(); $ticket->load($this->ticketid); $ticket->loadAll(); $this->ticket = $ticket; $this->signature = SupportCanned::AppendSig($this->sigid, $this->ticket); include $this->view->snippet(JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'views' . DS . 'admin_support' . DS . 'snippet' . DS . '_signature_preview.php'); return true; }
function saveReply() { $this->removeDraft(FSS_Input::getInt('draft')); // get posted data $ticketid = FSS_Input::getInt('ticketid'); $reply_type = FSS_Input::getCmd('reply_type'); $user_message = FSS_Input::getBBCode('body'); $handler_message = FSS_Input::getBBCode('body2'); $subject = FSS_Input::getString('subject'); // load ticket $ticket = new SupportTicket(); if (!$ticket->load($ticketid)) { exit; } // set up some variables $user_id = JFactory::getUser()->id; $handler_id = $user_id; $old_st = $ticket->getStatus(); $action_name = ""; $action_params = array(); $message_id = 0; $files_private = 0; // add signatures to messages if (FSS_Input::getInt('signature')) { if ($user_message) { $user_message .= SupportCanned::AppendSig(FSS_Input::getInt('signature'), $ticket); } if ($handler_message) { $handler_message .= SupportCanned::AppendSig(FSS_Input::getInt('signature'), $ticket); } } $extra_time = 0; $timestart = 0; $timeend = 0; if (FSS_Settings::Get('time_tracking') != "") { if (FSS_Settings::get('time_tracking_type') == 'se') { $timestart = strtotime("1970-01-01 " . FSS_Input::getString('timetaken_start')); $timeend = strtotime("1970-01-01 " . FSS_Input::getString('timetaken_end')); $extra_time = (int) (($timeend - $timestart) / 60); } elseif (FSS_Settings::get('time_tracking_type') == 'tm') { $timestart = strtotime(FSS_Input::getString('timetaken_start')); $timeend = strtotime(FSS_Input::getString('timetaken_end')); $extra_time = (int) (($timeend - $timestart) / 60); } else { $extra_time = (int) (FSS_Input::getInt('timetaken_hours') * 60 + FSS_Input::getInt('timetaken_mins')); } } // different reply types switch ($reply_type) { case 'reply': // post reply to user if ($user_message) { $message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend); $ticket->addTime($extra_time); } elseif ($extra_time > 0) { // no message, add time if needed $ticket->addTime($extra_time, "", true, $timestart, $timeend); } // update status $new_status = FSS_Input::getInt('reply_status'); $ticket->updateStatus($new_status); // reassign ticket if needed if (FSS_Settings::get('support_assign_reply') == 1 && FSS_Input::getInt('dontassign') == 0) { $ticket->assignHandler($handler_id, TICKET_ASSIGN_TOOK_OWNER); } elseif (FSS_Settings::get('support_autoassign') == 3 && $ticket->admin_id == 0 && FSS_Input::getInt('dontassign') == 0) { $ticket->assignHandler($handler_id, TICKET_ASSIGN_ASSIGNED); } // call SupportActions handler for admin reply $action_name = "Admin_Reply"; $action_params = array('subject' => $subject, 'user_message' => $user_message, 'status' => $new_status); break; case 'private': // add message to ticket if ($handler_message) { $message_id = $ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend); $ticket->addTime($extra_time); } else { if ($extra_time > 0) { $ticket->addTime($extra_time, "", true, $timestart, $timeend); } } $files_private = 1; // call support actions for private comment $action_name = "Admin_Private"; $action_params = array('subject' => $subject, 'handler_message' => $handler_message); break; case 'user': // update user on ticket $new_user_id = FSS_Input::getInt("user_id"); $ticket->updateUser($new_user_id); if ($user_message) { $message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend); $ticket->addTime($extra_time); } else { if ($extra_time > 0) { $ticket->addTime($extra_time, "", true, $timestart, $timeend); $extra_time = 0; } } $action_name = "Admin_ForwardUser"; $action_params = array('subject' => $subject, 'user_message' => $user_message, 'user_id' => $new_user_id); // break; case 'product': $new_handler_id = FSS_Input::getInt('new_handler'); // update product and department $new_product_id = FSS_Input::getInt("new_product_id"); $new_department_id = FSS_Input::getInt("new_department_id"); $ticket->updateProduct($new_product_id); $ticket->updateDepartment($new_department_id); /** * -2 - Auto Assign * -1 - Unchanged * 0 - Unassigned * X - Hander **/ if ($new_handler_id == -1) { //$ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD); } else { if ($new_handler_id == 0) { $ticket->assignHandler(0, -1); } else { if ($new_handler_id > 0) { $ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD); } else { if ($new_handler_id == -2) { // auto assign new handler $admin_id = FSS_Ticket_Helper::AssignHandler($new_product_id, $new_department_id, $ticket->ticket_cat_id, true); $ticket->assignHandler($admin_id, TICKET_ASSIGN_FORWARD); } } } } if ($user_message) { $message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend); $ticket->addTime($extra_time); $extra_time = 0; } if ($handler_message) { $ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend); $ticket->addTime($extra_time); $extra_time = 0; } if ($extra_time > 0) { $ticket->addTime($extra_time, "", true, $timestart, $timeend); } $action_name = "Admin_ForwardProduct"; $action_params = array('subject' => $subject, 'user_message' => $user_message, 'handler_message' => $handler_message, 'product_id' => $new_product_id, 'department_id' => $new_department_id); break; case 'handler': $new_handler_id = FSS_Input::getInt('new_handler'); if ($new_handler_id == -2) { // auto assign new handler $admin_id = FSS_Ticket_Helper::AssignHandler($ticket->prod_id, $ticket->ticket_dept_id, $ticket->ticket_cat_id, true); $ticket->assignHandler($admin_id, TICKET_ASSIGN_FORWARD); } else { if ($new_handler_id != -1) { $ticket->assignHandler($new_handler_id, TICKET_ASSIGN_FORWARD); } } // update status $new_status = FSS_Input::getCmd('reply_status'); $ticket->updateStatus($new_status); if ($user_message) { $message_id = $ticket->addMessage($user_message, $subject, $user_id, TICKET_MESSAGE_ADMIN, $extra_time, $timestart, $timeend); $ticket->addTime($extra_time); $extra_time = 0; } if ($handler_message) { $ticket->addMessage($handler_message, $subject, $user_id, TICKET_MESSAGE_PRIVATE, $extra_time, $timestart, $timeend); $ticket->addTime($extra_time); $extra_time = 0; } if ($extra_time > 0) { $ticket->addTime($extra_time, "", true, $timestart, $timeend); } $action_name = "Admin_ForwardHandler"; $action_params = array('subject' => $subject, 'user_message' => $user_message, 'handler_message' => $handler_message, 'handler_id' => $new_handler_id); break; } // add posted files $files = $ticket->addFilesFromPost($message_id, -1, $files_private); $ticket->stripImagesFromMessage($message_id); $action_params['files'] = $files; // call action handler SupportActions::DoAction($action_name, $ticket, $action_params); // Redirect to new page $link = FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticket->id, false); $new_st = $ticket->getStatus(); if ($reply_type == "reply") { if ($new_st->is_closed && SupportUsers::getSetting("return_on_close")) { $link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_close")); } else { if (SupportUsers::getSetting("return_on_reply")) { $link = SupportHelper::parseRedirectType($old_st->id, SupportUsers::getSetting("return_on_reply")); } } } JFactory::getApplication()->redirect($link); }