function create($data)
{
$db = JFactory::getDBO();
$base_data = array('ticket_status_id' => FSS_Ticket_Helper::GetStatusID('def_open'), 'opened' => date("Y-m-d H:i:s"), 'lastupdate' => date("Y-m-d H:i:s"));
foreach ($base_data as $key => $value) {
if (!array_key_exists($key, $data)) {
$data[$key] = $value;
}
}
$keys = array();
$values = array();
foreach ($data as $key => $value) {
$keys[] = $db->escape($key);
$values[] = "'" . $db->escape($value) . "'";
}
$qry = "INSERT INTO #__fss_ticket_ticket (" . implode(", ", $keys) . ") VALUES (" . implode(", ", $values) . ")";
$db->setQuery($qry);
$db->query();
$id = $db->insertid();
$this->load($id, true);
$fields = FSSCF::GetCustomFields($this->id, $this->prod_id, $this->ticket_dept_id);
FSSCF::StoreFields($fields, $this->id);
$this->reference = FSS_Ticket_Helper::createRef($this->id);
$qry = "UPDATE #__fss_ticket_ticket SET reference = '" . $db->escape($this->reference) . "' WHERE id = " . (int) $id;
$db->setQuery($qry);
$db->query();
}
static function createRef($ticketid, $format = "", $depth = 0)
{
if ($format == "") {
$format = FSS_Settings::get('support_reference');
}
if ($depth > 4) {
$format = "{4L}-{4L}-{4L}";
}
preg_match_all("/(\\d[LNX])/i", $format, $out);
if (strpos($format, "{") !== false) {
preg_match_all("/\\{([^\\}]*)\\}/i", $format, $out);
$key = $format;
foreach ($out[1] as $match) {
$count = substr($match, 0, 1);
$format = "Y-m-d";
if ($count == "D") {
$type = "D";
if (strlen($match) > 1) {
$format = substr($match, 1);
}
} else {
$type = strtoupper(substr($match, 1, 1));
if ($type == "" && (int) $count < 1) {
$type = $count;
$count = 1;
}
}
$replace = "";
if ($type == "X") {
$replace = sprintf("%0" . $count . "d", $ticketid);
} else {
if ($type == "N") {
for ($i = 0; $i < $count; $i++) {
$replace .= rand(0, 9);
}
} else {
if ($type == "L") {
for ($i = 0; $i < $count; $i++) {
$replace .= chr(rand(0, 25) + ord('A'));
}
} else {
if ($type == "D") {
$replace = date($format);
}
}
}
}
$pos = strpos($key, "{" . $match . "}");
if ($pos !== false) {
$key = substr($key, 0, $pos) . $replace . substr($key, $pos + strlen($match) + 2);
}
}
} elseif (count($out) > 0) {
$key = $format;
foreach ($out[0] as $match) {
$count = substr($match, 0, 1);
$type = strtoupper(substr($match, 1, 1));
$replace = "";
if ($type == "X") {
$replace = sprintf("%0" . $count . "d", $ticketid);
} else {
if ($type == "N") {
for ($i = 0; $i < $count; $i++) {
$replace .= rand(0, 9);
}
} else {
if ($type == "L") {
for ($i = 0; $i < $count; $i++) {
$replace .= chr(rand(0, 25) + ord('A'));
}
}
}
}
$pos = strpos($key, $match);
if ($pos !== false) {
$key = substr($key, 0, $pos) . $replace . substr($key, $pos + strlen($match));
}
}
} else {
$key = FSS_Ticket_Helper::createRef($ticketid, "4L-4L-4L", $depth + 1);
}
// no [ ] in key
$key = str_replace("[", "", $key);
$key = str_replace("]", "", $key);
$db = JFactory::getDBO();
$query = "SELECT id FROM #__fss_ticket_ticket WHERE reference = '" . FSSJ3Helper::getEscaped($db, $key) . "'";
$db->setQuery($query);
$rows = $db->loadAssoc();
if ($rows) {
$key = FSS_Ticket_Helper::createRef($ticketid, $format, $depth + 1);
}
return $key;
}
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 TestRef()
{
$format = JRequest::getVar('ref');
$ref = FSS_Ticket_Helper::createRef(1234, $format);
echo $ref;
exit;
}
function OpenNewTicketUnreg($messageid)
{
$db = JFactory::getDBO();
$priid = $this->params['pri_id'];
$catid = $this->params['cat_id'];
$deptid = $this->params['dept_id'];
$prodid = $this->params['prod_id'];
$userid = 0;
$admin_id = FSS_Ticket_Helper::AssignHandler($prodid, $deptid, $catid);
$subject = $this->subject;
$body = $this->plainmsg;
$email = "{$this->from[0]->mailbox}@{$this->from[0]->host}";
$name = $this->from[0]->personal;
if (trim($name) == "") {
$name = $email;
}
$this->Log("Unreg Name : {$name}");
$password = FSS_Helper::createRandomPassword();
$now = FSS_Helper::CurDate();
$def_open = FSS_Ticket_Helper::GetStatusID('def_open');
$source = "email_accepted";
if (isset($this->params['confirmnew']) && $this->params['confirmnew']) {
$source = "email";
}
$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, source) 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, $admin_id) . "', '" . FSSJ3Helper::getEscaped($db, $email) . "', '" . FSSJ3Helper::getEscaped($db, $password) . "', '" . FSSJ3Helper::getEscaped($db, $name) . "', '{$source}')";
//echo $qry."<br>";
$db->setQuery($qry);
$db->Query();
$ticketid = $db->insertid();
$ref = FSS_Ticket_Helper::createRef($ticketid);
$qry = "UPDATE #__fss_ticket_ticket SET reference = '" . FSSJ3Helper::getEscaped($db, $ref) . "' WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'";
$db->setQuery($qry);
$db->Query();
//echo $qry."<br>";
$qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, posted) VALUES ('";
$qry .= FSSJ3Helper::getEscaped($db, $ticketid) . "','" . FSSJ3Helper::getEscaped($db, $subject) . "','" . FSSJ3Helper::getEscaped($db, $body) . "','" . FSSJ3Helper::getEscaped($db, $userid) . "','{$now}')";
//echo $qry."<br>";
$messageid = $db->insertid();
$db->setQuery($qry);
$db->Query();
$ticket = $this->getTicket($ticketid);
//FSS_EMail::User_Create_Unreg($ticket, $subject, $body);
//FSS_EMail::Admin_Create($ticket, $subject, $body, array());
return $ticketid;
}
function OpenNewTicketUnreg($messageid)
{
$db = JFactory::getDBO();
$priid = $this->params['pri_id'];
$catid = $this->params['cat_id'];
$deptid = $this->params['dept_id'];
$prodid = $this->params['prod_id'];
$userid = 0;
$admin_id = FSS_Ticket_Helper::AssignHandler($prodid, $deptid, $catid);
$subject = $this->headers->subject->text;
$body = $this->plainmsg;
$email = "{$this->headers->from[0]->mailbox}@{$this->headers->from[0]->host}";
$name = "";
if (isset($this->headers->from[0]->personal)) {
$name = $this->headers->from[0]->personal;
}
if (trim($name) == "") {
$name = $email;
}
$this->Log("Unreg Name : {$name}");
$password = FSS_Helper::createRandomPassword();
$now = FSS_Helper::CurDate();
if ($this->messagetime > 0) {
$now = date("Y-m-d H:i:s", $this->messagetime);
}
$def_open = FSS_Ticket_Helper::GetStatusID('def_open');
$source = "email_accepted";
if (isset($this->params['confirmnew']) && $this->params['confirmnew']) {
$source = "email";
}
$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, source) 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, $admin_id) . "', '" . FSSJ3Helper::getEscaped($db, $email) . "', '" . FSSJ3Helper::getEscaped($db, $password) . "', '" . FSSJ3Helper::getEscaped($db, $name) . "', '{$source}')";
//echo $qry."<br>";
$db->setQuery($qry);
$db->Query();
$ticketid = $db->insertid();
$ref = FSS_Ticket_Helper::createRef($ticketid);
$qry = "UPDATE #__fss_ticket_ticket SET reference = '" . FSSJ3Helper::getEscaped($db, $ref) . "' WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'";
$db->setQuery($qry);
$db->Query();
//echo $qry."<br>";
$qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, posted, source) VALUES ('";
$qry .= FSSJ3Helper::getEscaped($db, $ticketid) . "','" . FSSJ3Helper::getEscaped($db, $subject) . "','" . FSSJ3Helper::getEscaped($db, $body) . "','" . FSSJ3Helper::getEscaped($db, $userid) . "','{$now}', 'email')";
$db->setQuery($qry);
$db->Query();
$messageid = $db->insertid();
// attach files to ticket
if (FSS_Settings::get('support_user_attach') > 1) {
$this->AttachFiles($ticketid, $userid, $messageid);
$this->processInlineImages($messageid, $body);
}
// process body for inline attachments
$ticket = $this->getTicket($ticketid);
if (isset($this->params['confirmnew']) && $this->params['confirmnew']) {
// send admin pending email
FSS_EMail::Admin_Pending($ticket, $subject, $body);
} else {
FSS_EMail::User_Create_Unreg($ticket, $subject, $body);
FSS_EMail::Admin_Create($ticket, $subject, $body, $this->files);
}
return $ticketid;
}
