function dolist()
{
$ticketid = FSS_Input::getInt('ticketid');
$ticket = new SupportTicket();
$ticket->load($ticketid);
echo SupportCanned::CannedList($ticket);
exit;
}
function loadFromRows($rows)
{
foreach ($rows as $row) {
$ticket = new SupportTicket();
$ticket->loadFromRow($row);
$this->ids[] = $ticket->id;
$this->tickets[] = $ticket;
$this->tickets_indexed[$ticket->id] = $ticket;
static::$ref_lookup[$ticket->id] = $ticket->id . "-" . strtolower(preg_replace("/[^A-Za-z0-9]/", '-', $ticket->title));
}
}
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 process()
{
$posted = JRequest::get('post');
$ticket_ids = array();
foreach ($posted as $var => $value) {
if (substr($var, 0, 7) == "ticket_") {
$ticket_id = (int) substr($var, 7);
if ($ticket_id > 0) {
$ticket_ids[$ticket_id] = $ticket_id;
}
}
}
if (count($ticket_ids) == 0) {
return;
}
$db = JFactory::getDBO();
$tickets = array();
foreach ($ticket_ids as $ticketid) {
$ticket = new SupportTicket();
if ($ticket->Load($ticketid)) {
$ticket->is_batch = true;
$tickets[$ticketid] = $ticket;
} else {
unset($ticket_ids[$ticket_id]);
}
}
$new_pri = FSS_Input::getInt('batch_priority');
if ($new_pri > 0) {
foreach ($ticket_ids as $ticketid) {
$tickets[$ticketid]->updatePriority($new_pri);
}
}
$new_status = FSS_Input::getInt('batch_status');
if ($new_status > 0) {
foreach ($ticket_ids as $ticketid) {
$tickets[$ticketid]->updateStatus($new_status);
}
}
if (FSS_Input::getString('batch_handler') != "") {
foreach ($ticket_ids as $ticketid) {
$tickets[$ticketid]->assignHandler(FSS_Input::getInt('batch_handler'));
}
}
$should_delete = FSS_Input::getCmd('batch_status');
if ($should_delete == "delete") {
foreach ($ticket_ids as $ticketid) {
$tickets[$ticketid]->delete();
}
}
}
function delete()
{
if (!$this->view->can_EditTicket()) {
return;
}
// load in tickets to do
$ticketid = FSS_Input::getInt('ticketid');
$fileid = FSS_Input::getInt('fileid');
$ticket = new SupportTicket();
if ($ticket->load($ticketid)) {
$ticket->deleteAttach($fileid);
}
JFactory::getApplication()->redirect(FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticketid, false));
exit;
}
function display($tpl = NULL)
{
$this->ticket_ids = FSS_Input::getString("ticketids");
$this->ticket_ids = explode(":", trim($this->ticket_ids));
$this->tickets = array();
foreach ($this->ticket_ids as $ticketid) {
$ticket = new SupportTicket();
if ($ticket->load($ticketid)) {
$ticket->loadAll();
$this->tickets[] = $ticket;
}
}
$this->print = FSS_Input::getCmd('print');
$this->_display();
}
public function actionTicket()
{
if (Yii::app()->user->isGuest) {
$this->redirect('/');
}
$request = Yii::app()->request;
$ticketid = $request->getParam('id');
if (!$ticketid) {
$this->redirect('/');
}
$user = Yii::app()->user->data();
$model = new CreateTicketForm();
$formData = $request->getPost(get_class($model), false);
if ($formData) {
$model->attributes = $formData;
if (!$model->hasErrors()) {
$newticket_message = new SupportTicketMessage();
$newticket_message->body = $model->body;
if (!Yii::app()->user->isGuest) {
$newticket_message->id_ticket = $ticketid;
$newticket_message->id_user = $user->id;
}
if (!$newticket_message->save()) {
Yii::app()->user->setFlash('error', Yii::t('translation', 'Unable to create ticket'));
}
Yii::app()->user->setFlash('success', Yii::t('translation', 'Ticket #{ticket_id} Updated', array('{ticket_id}' => $ticketid)));
}
}
$messages = SupportTicketMessage::model()->findAllByAttributes(array('id_ticket' => $ticketid));
$this->render('ticket', array('model' => SupportTicket::model()->findByPk($ticketid), 'updatemodel' => $model, 'user' => $user, 'messages' => $messages));
}
public function loadModel($id)
{
$model = SupportTicket::model()->findByPk($id);
if ($model === null) {
throw new CHttpException(404, 'The requested page does not exist.');
}
return $model;
}
function delete()
{
// load in tickets to do
$ticketid = FSS_Input::getInt('ticketid');
$tickets = FSS_Input::getCmd('tickets');
$def_archive = FSS_Ticket_Helper::GetStatusID('def_archive');
if ($ticketid > 0) {
$ticket = new SupportTicket();
if ($ticket->load($ticketid)) {
$ticket->delete();
}
} else {
if ($tickets != '') {
$tickets = new SupportTickets();
$tickets->limitstart = 0;
$tickets->limit = 100;
$tickets->loadTicketsByStatus($tickets);
foreach ($tickets->tickets as $ticket) {
$ticket->delete();
}
}
}
JFactory::getApplication()->redirect($_SERVER['HTTP_REFERER']);
}
/**
* Build and return admin interface
*
* Any module providing an admin interface is required to have this function, which
* returns a string containing the (x)html of it's admin interface.
* @return string
*/
function getAdminInterface()
{
require_once 'include/SupportTicket.php';
$ticket = new SupportTicket();
$form = $ticket->getAddEditForm();
if ($form->validate()) {
header('Location: /admin/Support');
die;
}
switch (@$_REQUEST['section']) {
case 'bug':
$bugid = $_REQUEST['id'];
$ticket = new SupportTicket($bugid);
$soapdetails = $ticket->getSoapBugDetails();
$this->smarty->assign('ticket', $soapdetails);
return $this->smarty->fetch('admin/ticket.tpl');
break;
default:
$tickets = SupportTicket::getUserSupportTickets();
$this->smarty->assign('tickets', $tickets);
$this->smarty->assign('form', $form);
return $this->smarty->fetch('admin/support.tpl');
}
}
public function manageTickets($app)
{
if (!$app->user->isLoggedIn() || !$app->user->isRank('Support Technician')) {
$app->logger->log('Unauthorized access to Admin CP', 'ALERT', array(), 'admin');
$app->output->redirect('/');
}
$tickets = SupportTicket::find('all', array('order' => 'last_reply DESC'));
$app->output->addBreadcrumb('admin', 'Dashboard');
$app->output->addBreadcrumb('admin/tickets', 'Manage Support Tickets');
$app->output->setTitle('Manage Support Tickets');
$app->output->setActiveTab('admin');
$app->output->render('admin.tickets', ['tickets' => $tickets]);
}
static function attachDownload($ticketid, $fileid, $for_user = false)
{
$ticket = new SupportTicket();
if ($ticket->load($ticketid, $for_user)) {
$attach = $ticket->getAttach($fileid);
if (substr($attach->diskfile, 0, 7) == "http://" || substr($attach->diskfile, 0, 8) == "https://") {
header('Location: ' . $attach->diskfile);
exit;
}
$file = JPATH_SITE . DS . FSS_Settings::get('attach_location') . DS . "support" . DS . $attach->diskfile;
$display_filename = FSS_Helper::basename($attach->filename);
if (!$for_user) {
$user = JFactory::GetUser($attach->user_id);
$type = FSS_Settings::get('support_filename');
switch ($type) {
case 1:
$display_filename = $user->username . "_" . $display_filename;
break;
case 2:
$display_filename = $user->username . "_" . date("Y-m-d") . "_" . $display_filename;
break;
case 3:
$display_filename = date("Y-m-d") . "_" . $user->username . "_" . $display_filename;
break;
case 4:
$display_filename = date("Y-m-d") . "_" . $display_filename;
break;
}
}
require_once JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'helper' . DS . 'files.php';
FSS_File_Helper::DownloadFile($file, $display_filename);
}
exit;
}
function saveTicket()
{
$subject = FSS_Input::getString('subject');
$body = FSS_Input::getBBCode('body');
$prodid = FSS_Input::getInt('prodid');
$deptid = FSS_Input::getInt('deptid');
$catid = FSS_Input::getInt('catid');
$priid = FSS_Input::getInt('priid');
$handler = FSS_Input::getInt('handler');
$user = JFactory::getUser();
$userid = $user->get('id');
$name = "";
$session = JFactory::getSession();
$this->admin_create = 0;
if ($session->Get('admin_create')) {
$this->admin_create = $session->Get('admin_create');
}
if ($this->admin_create == 1) {
$this->admin_create = 1;
$userid = $session->Get('admin_create_user_id');
} else {
if ($this->admin_create == 2) {
$userid = 0;
}
}
$db = JFactory::getDBO();
if ($priid < 1) {
$priid = FSS_Settings::get('support_default_priority');
}
$ticket['subject'] = $subject;
$ticket['body'] = $body;
$ticket['priid'] = $priid;
$ticket['handler'] = $handler;
$ok = true;
$errors['subject'] = '';
$errors['body'] = '';
$errors['cat'] = '';
$errors['captcha'] = '';
$fields = FSSCF::GetCustomFields(0, $prodid, $deptid);
if (FSS_Settings::get('support_subject_message_hide') == "subject") {
$ticket['subject'] = substr(strip_tags($ticket['body']), 0, 40);
$subject = $ticket['subject'];
}
if (FSS_Settings::get('support_altcat')) {
$cats = $this->get('Cats');
if (count($cats) > 0 && FSS_Input::getInt('catid') < 1) {
$errors['cat'] = JText::_("YOU_MUST_SELECT_A_CATEGORY");
$ok = false;
}
}
if ($body == "" && FSS_Settings::get('support_subject_message_hide') != "message" && FSS_Settings::get('support_subject_message_hide') != "both") {
$errors['body'] = JText::_("YOU_MUST_ENTER_A_MESSAGE_FOR_YOUR_SUPPORT_TICKET");
$ok = false;
}
if (!FSSCF::ValidateFields($fields, $errors)) {
$ok = false;
}
$email = "";
$password = "";
$now = FSS_Helper::CurDate();
$this->sortCaptchaType();
$captcha = new FSS_Captcha();
if (!$captcha->ValidateCaptcha('support_captcha_type')) {
$errors['captcha'] = JText::_("INVALID_SECURITY_CODE");
$ok = false;
}
if ($userid < 1) {
$email = FSSJ3Helper::getEscaped($db, $session->Get('ticket_email'));
if ($session->Get('ticket_name')) {
$name = FSSJ3Helper::getEscaped($db, $session->Get('ticket_name'));
}
if ($email == "" && $this->admin_create != 2) {
$ok = false;
} else {
$password = FSS_Helper::createRandomPassword();
$session->Set('ticket_pass', $password);
}
}
// assign handler to ticket
$admin_id = $handler;
if (!$admin_id) {
$admin_id = FSS_Ticket_Helper::AssignHandler($prodid, $deptid, $catid);
}
$now = FSS_Helper::CurDate();
$def_open = FSS_Ticket_Helper::GetStatusID('def_open');
if (FSS_Settings::get('support_subject_format') != "") {
$parser = new FSSParser();
foreach ($_POST as $var => $value) {
$parser->setVar($var, FSS_Input::GetString($var));
}
foreach ($fields as $field) {
$parser->setVar('custom_' . $field['alias'], FSS_Input::GetString('custom_' . $field['id']));
}
$user = JFactory::getUser($userid);
$parser->setVar('userid', $userid);
$parser->setVar('username', $user->username);
$parser->setVar('name', $user->name);
$parser->setVar('email', $user->email);
$parser->setVar('subject', $subject);
$parser->SetVar('product', FSS_EMail::GetProduct($prodid));
$parser->SetVar('department', FSS_EMail::GetDepartment($deptid));
$parser->SetVar('category', FSS_EMail::Getcategory($catid));
$parser->SetVar('date', FSS_Helper::Date($now, FSS_DATE_SHORT));
$parser->SetVar('time', FSS_Helper::Date($now, FSS_DATETIME_SHORT));
$parser->SetTemplate(FSS_Settings::get('support_subject_format'));
$result = $parser->Parse();
if (trim($result) == "") {
$sj = array();
foreach ($fields as $field) {
$sj[] = FSS_Input::GetString('custom_' . $field['id']);
}
$result = implode(", ", $sj);
}
$ticket['subject'] = $result;
$subject = $ticket['subject'];
if ($subject == "") {
$errors['subject'] = JText::_("YOU_MUST_ENTER_A_SUBJECT_FOR_YOUR_SUPPORT_TICKET");
$ok = false;
}
}
if ($ok) {
$qry = "INSERT INTO #__fss_ticket_ticket (reference, ticket_status_id, ticket_pri_id, ticket_cat_id, ticket_dept_id, prod_id, title, opened, lastupdate, user_id, admin_id, email, password, unregname, lang) VALUES ";
$qry .= "('', {$def_open}, '" . FSSJ3Helper::getEscaped($db, $priid) . "', '" . FSSJ3Helper::getEscaped($db, $catid) . "', '" . FSSJ3Helper::getEscaped($db, $deptid) . "', '" . FSSJ3Helper::getEscaped($db, $prodid) . "', '" . FSSJ3Helper::getEscaped($db, $subject) . "', '{$now}', '{$now}', '" . FSSJ3Helper::getEscaped($db, $userid) . "', '" . FSSJ3Helper::getEscaped($db, $admin_id) . "', '{$email}', '" . FSSJ3Helper::getEscaped($db, $password) . "', '{$name}', '" . JFactory::getLanguage()->getTag() . "')";
$db->setQuery($qry);
$db->Query();
$this->ticketid = $db->insertid();
$ref = FSS_Ticket_Helper::createRef($this->ticketid);
$session->Set('ticket_reference', $ref);
$qry = "UPDATE #__fss_ticket_ticket SET reference = '" . FSSJ3Helper::getEscaped($db, $ref) . "' WHERE id = '" . FSSJ3Helper::getEscaped($db, $this->ticketid) . "'";
$db->setQuery($qry);
$db->Query();
if ($this->admin_create) {
$curuser = JFactory::getUser();
$premsg = date("Y-m-d H:i:s", strtotime($now) - 1);
$msg = JText::sprintf('TICKET_OPENED_BY', $curuser->name, $curuser->username);
$qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, posted, admin) VALUES ('";
$qry .= FSSJ3Helper::getEscaped($db, $this->ticketid) . "','" . FSSJ3Helper::getEscaped($db, $subject) . "','" . FSSJ3Helper::getEscaped($db, $msg) . "','" . FSSJ3Helper::getEscaped($db, $curuser->id) . "','{$premsg}', 6)";
$db->setQuery($qry);
$db->Query();
}
$qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, posted) VALUES ('";
$qry .= FSSJ3Helper::getEscaped($db, $this->ticketid) . "','" . FSSJ3Helper::getEscaped($db, $subject) . "','" . FSSJ3Helper::getEscaped($db, $body) . "','" . FSSJ3Helper::getEscaped($db, $userid) . "','{$now}')";
$db->setQuery($qry);
$db->Query();
$messageid = $db->insertid();
FSSCF::StoreFields($fields, $this->ticketid);
// store tags if there are any posted
$tags_input = FSS_Input::getString('tags');
$parts = explode("|", $tags_input);
foreach ($parts as $part) {
$tag = trim($part);
if (!$tag || $tag == "") {
continue;
}
$tags[] = $tag;
$qry = "INSERT INTO #__fss_ticket_tags (ticket_id, tag) VALUES ('" . $this->ticketid . "', '" . $db->escape($tag) . "')";
$db->setQuery($qry);
$db->Query();
}
$t = new SupportTicket();
$t->load($this->ticketid, true);
$files = $t->addFilesFromPost($messageid, $userid);
$t->stripImagesFromMessage($messageid);
$subject = FSS_Input::getString('subject');
$body = FSS_Input::getBBCode('body');
$action_name = "User_Open";
$action_params = array('subject' => $subject, 'user_message' => $body, 'files' => $files);
SupportActions::DoAction($action_name, $t, $action_params);
// additional users and emails if posted
if ($this->admin_create > 0) {
$additionalusers = JRequest::getVar('additionalusers');
$additionalusers = explode(",", $additionalusers);
$t->addCC($additionalusers, 0, 0);
$additionalemails = JRequest::getVar('additionalemails');
$additionalemails = explode(",", $additionalemails);
foreach ($additionalemails as $email) {
$email = trim($email);
if ($email == "") {
continue;
}
$t->addEMailCC($email);
}
if ($t->admin_id != JFactory::getUser()->id) {
$t->addCC(JFactory::getUser()->id, 1, 0);
}
}
$this->cleanAdminCreate();
// if related is passed as part of ticket open, relate the 2 tickets
$related = JRequest::getVar('related');
if ($related > 0) {
$t->addRelated($related);
}
}
$this->errors = $errors;
$this->ticket = $ticket;
return $ok;
}
function AttachFiles($ticketid, $userid, $messageid)
{
$db = JFactory::getDBO();
if (empty($this->attachments)) {
return false;
}
if (!is_array($this->attachments)) {
return false;
}
if (count($this->attachments) == 0) {
return false;
}
$now = FSS_Helper::CurDate();
$st = new SupportTicket();
$st->load($ticketid);
foreach ($this->attachments as $filename => &$data) {
$new = imap_mime_header_decode($filename);
$filename = @mb_convert_encoding($new[0]->text, "UTF-8", $new[0]->charset);
$this->Log("Attachment : {$filename} - " . strlen($data));
$destpath = JPATH_SITE . DS . FSS_Settings::get('attach_location') . DS . 'support' . DS;
$destname = FSS_File_Helper::makeAttachFilename("support", $filename, date("Y-m-d"), $st, $userid);
if (JFile::write($destpath . $destname, $data)) {
$this->Log("Wrote file to {$destname}");
$qry = "INSERT INTO #__fss_ticket_attach (ticket_ticket_id, filename, diskfile, size, user_id, added, message_id) VALUES ('";
$qry .= FSSJ3Helper::getEscaped($db, $ticketid) . "',";
$qry .= "'" . FSSJ3Helper::getEscaped($db, $filename) . "',";
$qry .= "'" . FSSJ3Helper::getEscaped($db, $destname) . "',";
$qry .= "'" . strlen($data) . "',";
$qry .= "'" . FSSJ3Helper::getEscaped($db, $userid) . "',";
$qry .= "'{$now}', {$messageid} )";
$db->setQuery($qry);
$db->Query();
$file_obj = new stdClass();
$file_obj->filename = $filename;
$file_obj->diskfile = $destname;
$file_obj->size = strlen($data);
$this->files[] = $file_obj;
} else {
// ERROR : File cannot be uploaded! try permissions
}
}
return count($this->files);
}
function loadRelated()
{
$db = JFactory::getDBO();
$qry = "SELECT * FROM #__fss_ticket_related WHERE source_id = " . $this->id;
$db->setQuery($qry);
$rows = $db->loadObjectList();
foreach ($rows as $row) {
$this->related_ids[$row->dest_id] = $row->dest_id;
$ticket = new SupportTicket();
if ($ticket->load($row->dest_id)) {
$this->related[$row->dest_id] = $ticket;
}
}
}
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($link);
}
</div>
<?php
}
?>
<?php
if ($this->ticket->merged > 0) {
?>
<div class="alert alert-error">
<p><?php
echo JText::_('TICKET_MERGED_NOTICE_INTO');
?>
</p>
<ul>
<?php
$ticket_m = new SupportTicket();
if ($ticket_m->load($this->ticket->merged)) {
?>
<li>
<a href="<?php
echo FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticket_m->id . "&Itemid=" . FSS_Input::getInt('Itemid'), false);
?>
">
<?php
echo $ticket_m->reference;
?>
- <?php
echo $ticket_m->title;
?>
</a>
</li>
function delete_message()
{
if (!$this->view->can_EditTicket()) {
exit;
}
$messageid = FSS_Input::getInt('messageid');
$subject = FSS_Input::getString('subject');
$body = FSS_Input::getBBCode('body');
$body = urldecode($body);
$subject = urldecode($subject);
$db = JFactory::getDBO();
$qry = "SELECT * FROM #__fss_ticket_messages WHERE id = " . FSSJ3Helper::getEscaped($db, $messageid);
$db->setQuery($qry);
$row = $db->LoadAssoc();
$ticket = new SupportTicket();
if ($ticket->load($row['ticket_ticket_id'])) {
$ticket->deleteMessage($messageid, $subject, $body);
if ($row['time'] > 0) {
$ticket->addTime(-$row['time']);
}
}
exit;
}
function doTickets()
{
$db = JFactory::getDBO();
$import_limit = 100;
if ($this->offset < 1) {
$db->setQuery("TRUNCATE #__fss_ticket_ticket");
$db->Query();
$db->setQuery("TRUNCATE #__fss_ticket_messages");
$db->Query();
}
$qry = "SELECT hu.*, u.username FROM {$this->sp}_huruhelpdesk_users as hu LEFT JOIN {$this->sp}_users as u ON hu.joomla_id = u.id WHERE isrep = 1";
$db->setQuery($qry);
$reps = $db->loadObjectList('id');
$rep_jid = $db->loadObjectList('username');
$qry = "SELECT * FROM {$this->sp}_huruhelpdesk_problems LIMIT {$this->offset}, {$import_limit}";
$db->setQuery($qry);
$problems = $db->loadObjectList();
$missing_rep = array();
foreach ($problems as $problem) {
$ticket = new SupportTicket();
$data = array();
$data['id'] = $problem->id;
$data['ticket_status_id'] = $problem->status;
$data['title'] = $problem->title;
$data['opened'] = $problem->start_date;
$data['lastupdate'] = $problem->start_date;
$data['ticket_pri_id'] = $problem->priority;
$data['ticket_cat_id'] = $problem->category;
$data['closed'] = $problem->close_date;
$data['timetaken'] = $problem->time_spent;
$data['user_id'] = static::getUser($problem->uid);
$data['admin_id'] = 0;
if (!array_key_exists($problem->rep, $reps)) {
$missing_rep[$problem->rep] = "Missing Rep : {$problem->rep}";
} else {
$admin = $reps[$problem->rep];
if ($admin->username) {
$data['admin_id'] = static::getUser($admin->username);
} else {
$missing_rep[$problem->rep] = "No User for Rep : {$problem->rep}, Joomla User ID : {$admin->joomla_id}";
}
}
$ticket->create($data);
$mid = $ticket->addMessage($problem->description, "Problem", $data['user_id']);
$db->setQuery("UPDATE #__fss_ticket_messages SET posted = '{$problem->start_date}' WHERE id = " . $mid);
$db->Query();
$qry = "SELECT * FROM {$this->sp}_huruhelpdesk_notes WHERE id = '{$problem->id}' ORDER BY adddate ASC";
$db->setQuery($qry);
$notes = $db->loadObjectList();
$last_date = $problem->close_date ? $problem->close_date : $problem->start_date;
foreach ($notes as $note) {
$type = TICKET_MESSAGE_USER;
if (array_key_exists($note->uid, $rep_jid)) {
$type = TICKET_MESSAGE_ADMIN;
}
if ($note->priv) {
$type = TICKET_MESSAGE_PRIVATE;
}
$mid = $ticket->addMessage($note->note, "", static::getUser($note->uid), $type);
$db->setQuery("UPDATE #__fss_ticket_messages SET posted = '{$note->adddate}' WHERE id = " . $mid);
$db->Query();
$last_date = $note->adddate;
}
// missing from problems
/*
uemail
ulocation
uphone
*/
if ($problem->solution != "") {
$mid = $ticket->addMessage($problem->solution, "Solution", $data['admin_id'], TICKET_MESSAGE_ADMIN);
$db->setQuery("UPDATE #__fss_ticket_messages SET posted = '{$problem->close_date}' WHERE id = " . $mid);
$db->Query();
}
$db->setQuery("UPDATE #__fss_ticket_ticket SET lastupdate = '{$last_date}' WHERE id = " . $problem->id);
$db->Query();
$this->count++;
}
$log = "<h4>Imported {$this->count} tickets, Nos {$this->offset} to " . ($this->offset + $this->count) . "</h4>";
if ($this->count == $import_limit) {
$log .= "<a href='" . JRoute::_("index.php?option=com_fss&view=import&source=huru&offset=" . ($this->offset + $import_limit)) . "'>Run next {$import_limit}</a><Br/>";
}
$log .= "<h3>Missing Rep Lookups</h3>";
$log .= "<pre>" . print_r($missing_rep, true) . "</pre>";
$log .= "<h3>Missing Usernames</h3>";
$log .= "<pre>" . print_r(static::$missing, true) . "</pre>";
return $log;
}
static function StoreFields(&$fields, $ticketid)
{
$ticket = new SupportTicket();
$ticket->load($ticketid, true);
$allfields = FSSCF::GetAllCustomFields(false);
$db = JFactory::getDBO();
$user = JFactory::getUser();
$userid = $ticket->user_id;
if (count($fields) > 0) {
foreach ($fields as &$field) {
// only place this is called is creating a new ticket, so dont overwrite any per user fields that have permissions > 0
if (array_key_exists($field['id'], $allfields) && $allfields[$field['id']]['peruser'] && $allfields[$field['id']]['permissions'] > 0 && $allfields[$field['id']]['permissions'] < 4) {
continue;
}
$value = FSS_Input::getString("custom_" . $field['id'], "XX--XX--XX");
if ($field['type'] == "plugin") {
$aparams = FSSCF::GetValues($field);
$plugin = FSSCF::get_plugin($aparams['plugin']);
$value = $plugin->Save($field['id'], $aparams['plugindata']);
}
if ($value != "XX--XX--XX") {
if (array_key_exists($field['id'], $allfields) && $allfields[$field['id']]['peruser'] && $userid > 0) {
$qry = "REPLACE INTO #__fss_ticket_user_field (user_id, field_id, value) VALUES ('" . FSSJ3Helper::getEscaped($db, $userid) . "','";
$qry .= FSSJ3Helper::getEscaped($db, $field['id']) . "','";
$qry .= FSSJ3Helper::getEscaped($db, $value) . "')";
$db->setQuery($qry);
$db->Query();
} else {
$qry = "REPLACE INTO #__fss_ticket_field (ticket_id, field_id, value) VALUES ('" . FSSJ3Helper::getEscaped($db, $ticketid) . "','";
$qry .= FSSJ3Helper::getEscaped($db, $field['id']) . "','";
$qry .= FSSJ3Helper::getEscaped($db, $value) . "')";
$db->setQuery($qry);
$db->Query();
}
}
}
}
}
function CleanInline()
{
$db = JFactory::getDBO();
$qry = "SELECT ticket_ticket_id, id FROM #__fss_ticket_messages WHERE body LIKE '%[img]data:%'";
$db->setQuery($qry);
$this->messages = $db->loadObjectList();
foreach ($this->messages as $message) {
$st = new SupportTicket();
$st->load($message->ticket_ticket_id);
$st->stripImagesFromMessage($message->id);
}
$count = count($this->messages);
JFactory::getApplication()->redirect("index.php?option=com_fss&view=attachclean", "{$count} inline images converted to attachments.", "message");
}
function removerelated()
{
$source_id = FSS_Input::getInt('source_id');
$dest_id = FSS_Input::getInt('dest_id');
if ($source_id < 1) {
return $this->cancel();
}
if ($dest_id < 1) {
return $this->cancel();
}
$source = new SupportTicket();
if (!$source->load($source_id)) {
return $this->cancel();
}
$dest = new SupportTicket();
if (!$dest->load($dest_id)) {
return $this->cancel();
}
$source->removeRelated($dest->id);
?>
<script>
window.location = '<?php
echo FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $source_id, false);
?>
';
</script>
<?php
exit;
}
public function create($app)
{
$request = $app->router->flight->request();
if ($request->method != 'POST') {
$app->output->addBreadcrumb('', 'CSGOShop');
$app->output->addBreadcrumb('support/', 'Support');
$app->output->addBreadcrumb('support/create', 'Create a Ticket');
$app->output->setTitle('Create a Ticket');
$app->output->setActiveTab('support');
$app->output->render('support.create', []);
} else {
SupportTicket::create(['user_id' => $app->user->id, 'subject' => '[' . $request->data->category . '] ' . $request->data->subject, 'body' => $request->data->body]);
$app->output->redirect('/support');
}
}
public function actionCreatesupport()
{
$model = new SupportTicket();
// Uncomment the following line if AJAX validation is needed
// $this->performAjaxValidation($model);
$model->support_ticket_code = $model->supportCode();
$model->customer_id = Yii::app()->user->customerId;
$model->date_added = new CDbExpression('NOW()');
if (isset($_POST['SupportTicket'])) {
$model->attributes = $_POST['SupportTicket'];
if ($model->save()) {
$this->redirect(array('supports'));
}
}
$this->render('create_support', array('model' => $model));
}
