// do the ticket processing.
// assign a new status?
if ((int) $_SESSION['ticket_bulk_status_id'] > 0) {
update_insert('ticket_id', $ticket_id, 'ticket', array('status_id' => $_SESSION['ticket_bulk_status_id']));
}
if ($_SESSION['ticket_bulk_send_message'] && $_SESSION['ticket_bulk_send_message_content']) {
// send our reply! tricky!
// who from? just like the admin is writing it I guess.
// hack: so that the tickets do not loose their positions in the queue we want to keep the same 'last message' timestamp on the thread.
$ticket_data = module_ticket::get_ticket($ticket_id);
$from_user_id = $ticket_data['assigned_user_id'] ? $ticket_data['assigned_user_id'] : 1;
// the <br> is a hack so that our script knows this is html.
$message = $_SESSION['ticket_bulk_send_message_content'] . '<br><br>';
// replace our values.
$to_user = module_user::get_user($ticket_data['user_id'], false);
$replace = array('name' => $to_user['name'], 'ticket_id' => module_ticket::ticket_number($ticket_id), 'ticket_url' => module_ticket::link_public($ticket_id), 'ticket_url_cancel' => module_ticket::link_public_status($ticket_id, 7), 'ticket_url_resolved' => module_ticket::link_public_status($ticket_id, 6), 'ticket_url_inprogress' => module_ticket::link_public_status($ticket_id, 5));
foreach ($replace as $key => $val) {
$message = str_replace('{' . strtoupper($key) . '}', $val, $message);
$message = str_replace('{' . $key . '}', $val, $message);
}
$ticket_message_id = module_ticket::send_reply($ticket_id, $message, $from_user_id, $ticket_data['user_id'], 'admin');
if ($ticket_message_id) {
// success!
// do the timestamp.
update_insert('ticket_message_id', $ticket_message_id, 'ticket_message', array('message_time' => $ticket_data['last_message_timestamp'] + 1));
update_insert('ticket_id', $ticket_id, 'ticket', array('last_message_timestamp' => $ticket_data['last_message_timestamp'] + 1));
}
}
?>
<script type="text/javascript">
window.parent.document.getElementById('ticket_<?php
}
$res = module_website::get_websites(array('customer_id' => $ticket['customer_id']));
if (count($res)) {
$fieldset_data['elements'][] = array('title' => _l('' . module_config::c('project_name_single', 'Website')), 'fields' => array(function () use($res, $ticket) {
$c = array();
while ($row = array_shift($res)) {
$c[$row['website_id']] = $row['name'];
}
echo print_select_box($c, 'website_id', $ticket['website_id']);
}));
}
if ((int) $ticket_id > 0) {
$fieldset_data['elements'][] = array('title' => _l('Public link'), 'fields' => array(function () use($ticket_id) {
?>
<a href="<?php
echo module_ticket::link_public($ticket_id);
?>
" target="_blank"><?php
_e('click here');
?>
</a> <?php
}));
}
echo module_form::generate_fieldset($fieldset_data);
unset($fieldset_data);
handle_hook('ticket_sidebar', $ticket_id);
}
// end can edit
hook_handle_callback('layout_column_half', 2, '65');
if ($ticket_id > 0 && module_ticket::can_edit_tickets() && !$ticket['assigned_user_id']) {
ob_start();
/**
* Used only when admin/user replies via web interface
* Or when a new ticket/reply is submitted via public interface
* Or when an autoreply is sent
* */
public static function send_reply($ticket_id, $message, $from_user_id, $to_user_id, $reply_type = 'admin', $internal_from = '', $other_options = array())
{
// we also check if this message contains anything, or anything above the "reply line"
// this is a hack to stop the autoreply loop that seems to happen when sending an email as yourself from your envato profile.
// stip out the text before our "--reply above this line-- bit.
// copied code from ticket_admin_edit.php
/*$reply__ine_default = '----- (Please reply above this line) -----'; // incase they change it
$reply__ine = module_config::s('ticket_reply_line',$reply__ine_default);
$text = preg_replace("#<br[^>]*>#",'',$message);
// convert to single text.
$text = preg_replace('#\s+#imsU',' ',$text);
if(
preg_match('#^\s*'.preg_quote($reply__ine,'#').'.*#ims',$text) ||
preg_match('#^\s*'.preg_quote($reply__ine_default,'#').'.*#ims',$text)
){
// no content. don't send email
//mail('*****@*****.**','ticket reply '.$ticket_id,'sending reply for text:\''.$text."' \n\n\n Original:\n".$message);
return false;
}*/
// $message is in text format, need to nl2br it before printing.
$ticket_number = self::ticket_number($ticket_id);
$ticket_details = self::get_ticket($ticket_id);
$to_user_a = module_user::get_user($to_user_id, false);
$from_user_a = module_user::get_user($from_user_id, false);
// we have to replace some special text within these messages. this is just a hack to support text in my autoreply.
$replace = array('name' => $to_user_a['name'], 'ticket_url' => module_ticket::link_public($ticket_id), 'ticket_url_cancel' => module_ticket::link_public_status($ticket_id, 7), 'ticket_url_resolved' => module_ticket::link_public_status($ticket_id, _TICKET_STATUS_RESOLVED_ID), 'ticket_url_inprogress' => module_ticket::link_public_status($ticket_id, 5), 'faq_product_id' => $ticket_details['faq_product_id']);
foreach ($replace as $key => $val) {
$message = str_replace('{' . strtoupper($key) . '}', $val, $message);
}
// the from details need to match the ticket account details.
if ($ticket_details['ticket_account_id']) {
$ticket_account = self::get_ticket_account($ticket_details['ticket_account_id']);
} else {
$ticket_account = false;
}
if ($ticket_account && $ticket_account['email']) {
// want the user to reply to our ticketing system.
$reply_to_address = $ticket_account['email'];
$reply_to_name = $ticket_account['name'];
} else {
// reply to creator of the email.
$reply_to_address = $from_user_a['email'];
$reply_to_name = $from_user_a['name'];
}
$htmlmessage = '';
if (self::is_text_html($message)) {
$htmlmessage = $message;
$message = strip_tags($message);
}
$ticket_message_data = array('ticket_id' => $ticket_id, 'content' => $message, 'htmlcontent' => $htmlmessage, 'message_time' => time(), 'from_user_id' => $from_user_id, 'to_user_id' => $to_user_id, 'message_type_id' => $reply_type == 'admin' ? _TICKET_MESSAGE_TYPE_ADMIN : _TICKET_MESSAGE_TYPE_CREATOR, 'private_message' => isset($other_options['private_message']) && $other_options['private_message'] ? $other_options['private_message'] : 0);
if ($internal_from == 'autoreply') {
$ticket_message_data['message_type_id'] = _TICKET_MESSAGE_TYPE_AUTOREPLY;
}
if (self::can_edit_tickets()) {
// we look for the extra cc/bcc headers.
if (module_config::c('ticket_allow_cc_bcc', 1)) {
$headers = array();
// look for cc staff options here.
if (isset($_POST['ticket_cc_staff']) && is_array($_POST['ticket_cc_staff'])) {
$admins_rel = self::get_ticket_staff_rel();
foreach ($admins_rel as $staff_id => $staff_name) {
if (isset($_POST['ticket_cc_staff'][$staff_id])) {
$staff_user = module_user::get_user($staff_id);
if ($staff_user && isset($staff_user['email']) && strlen($staff_user['email'])) {
// found a staff member to cc!
if (!isset($headers['cc_emails'])) {
$headers['cc_emails'] = array();
}
$headers['cc_emails'][] = array('address' => $staff_user['email']);
}
}
}
}
if (isset($_POST['ticket_cc']) && strlen($_POST['ticket_cc'])) {
$bits = explode(',', $_POST['ticket_cc']);
foreach ($bits as $b) {
$b = trim($b);
if (strlen($b)) {
if (!isset($headers['cc_emails'])) {
$headers['cc_emails'] = array();
}
$headers['cc_emails'][] = array('address' => $b);
}
}
}
if (isset($_POST['ticket_bcc']) && strlen($_POST['ticket_bcc'])) {
$bits = explode(',', $_POST['ticket_bcc']);
foreach ($bits as $b) {
$b = trim($b);
if (strlen($b)) {
if (!isset($headers['bcc_emails'])) {
$headers['bcc_emails'] = array();
}
$headers['bcc_emails'][] = array('address' => $b);
}
}
}
if (count($headers)) {
$ticket_message_data['cache'] = serialize($headers);
}
}
}
$ticket_message_id = update_insert('ticket_message_id', 'new', 'ticket_message', $ticket_message_data);
if (!$ticket_message_id) {
return false;
}
// handle any attachemnts.
// are there any attachments?
if ($ticket_message_id && isset($_FILES['attachment']) && isset($_FILES['attachment']['tmp_name']) && is_array($_FILES['attachment']['tmp_name'])) {
foreach ($_FILES['attachment']['tmp_name'] as $key => $val) {
if (is_uploaded_file($val)) {
// save attachments against ticket!
$mime = dtbaker_mime_type($_FILES['attachment']['name'][$key], $val);
$attachment_id = update_insert('ticket_message_attachment_id', 'new', 'ticket_message_attachment', array('ticket_id' => $ticket_id, 'ticket_message_id' => $ticket_message_id, 'file_name' => $_FILES['attachment']['name'][$key], 'content_type' => $mime));
//echo getcwd();exit;
//ini_set('display_errors',true);
if (!move_uploaded_file($val, 'includes/plugin_ticket/attachments/' . $attachment_id . '')) {
//echo 'error uploading file';exit;
}
}
}
}
if ($internal_from != 'autoreply') {
// stops them all having the same timestamp on a big import.
update_insert('ticket_id', $ticket_id, 'ticket', array('last_message_timestamp' => time()));
/*}else{
// we are sending an auto reply, flag this in the special cache field.
// hacky!
update_insert('ticket_message_id',$ticket_message_id,'ticket_message',array(
'cache'=>'autoreply',
));*/
}
//$reply_line = module_config::s('ticket_reply_line','----- (Please reply above this line) -----');
$s = self::get_statuses();
if (isset($other_options['private_message']) && $other_options['private_message']) {
// private message, dont send an email to the customer.
if (!self::is_text_html($message)) {
$message = nl2br(htmlspecialchars($message));
// because message is in text format, before we send admin notification do this.
}
module_ticket::send_admin_alert($ticket_id, strlen($htmlmessage) ? $htmlmessage : $message, true);
} else {
if ($to_user_id == $ticket_details['user_id']) {
// WE ARE emailing the "User" from support.
// so the support is emailing a response back to the customer.
module_ticket::send_customer_alert($ticket_id, strlen($htmlmessage) ? $htmlmessage : $message, $ticket_message_id);
} else {
if (!self::is_text_html($message)) {
$message = nl2br(htmlspecialchars($message));
// because message is in text format, before we send admin notification do this.
}
module_ticket::send_admin_alert($ticket_id, strlen($htmlmessage) ? $htmlmessage : $message);
}
if ($reply_type == 'end_user' && (!$ticket_details['message_count'] || module_config::c('ticket_autoreply_every_message', 0))) {
// this is the first message!
// send an email back to the user confirming this submissions via the web interface.
self::send_autoreply($ticket_id, $message);
}
}
return $ticket_message_id;
}
