function HelpDesk_notifyOwnerOnTicketChange($entityData)
{
global $HELPDESK_SUPPORT_NAME, $HELPDESK_SUPPORT_EMAIL_ID;
$moduleName = $entityData->getModuleName();
$wsId = $entityData->getId();
$parts = explode('x', $wsId);
$entityId = $parts[1];
$isNew = $entityData->isNew();
if (!$isNew) {
$reply = 'Re : ';
} else {
$reply = '';
}
// SalesPlatform.ru begin
$subject = ' [ ' . getTranslatedString('Ticket No', $moduleName) . ' ' . $entityData->get('ticket_no') . ' ] ' . $reply . $entityData->get('ticket_title');
//$subject = $entityData->get('ticket_no') . ' [ '.getTranslatedString('LBL_TICKET_ID', $moduleName)
// .' : '.$entityId.' ] '.$reply.$entityData->get('ticket_title');
// SalesPlatform.ru end
$email_body = HelpDesk::getTicketEmailContents($entityData, true);
if (PerformancePrefs::getBoolean('NOTIFY_OWNER_EMAILS', true) === true) {
//send mail to the assigned to user and the parent to whom this ticket is assigned
require_once 'modules/Emails/mail.php';
$wsAssignedUserId = $entityData->get('assigned_user_id');
$userIdParts = explode('x', $wsAssignedUserId);
$ownerId = $userIdParts[1];
$ownerType = vtws_getOwnerType($ownerId);
if ($ownerType == 'Users') {
$to_email = getUserEmailId('id', $ownerId);
}
if ($ownerType == 'Groups') {
$to_email = implode(',', getDefaultAssigneeEmailIds($ownerId));
}
if ($to_email != '') {
if ($isNew) {
$mail_status = send_mail('HelpDesk', $to_email, $HELPDESK_SUPPORT_NAME, $HELPDESK_SUPPORT_EMAIL_ID, $subject, $email_body);
} else {
$entityDelta = new VTEntityDelta();
$statusHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'ticketstatus');
$solutionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'solution');
$ownerHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'assigned_user_id');
$descriptionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'description');
if ($statusHasChanged && $entityData->get('ticketstatus') == "Closed" || $solutionHasChanged || $ownerHasChanged || $descriptionHasChanged) {
$mail_status = send_mail('HelpDesk', $to_email, $HELPDESK_SUPPORT_NAME, $HELPDESK_SUPPORT_EMAIL_ID, $subject, $email_body);
}
}
$mail_status_str = $to_email . "=" . $mail_status . "&&&";
} else {
$mail_status_str = "'" . $to_email . "'=0&&&";
}
if ($mail_status != '') {
$mail_error_status = getMailErrorString($mail_status_str);
}
}
}
function TicketOwnerComments($entityData)
{
global $HELPDESK_SUPPORT_NAME, $HELPDESK_SUPPORT_EMAIL_ID;
$adb = PearDatabase::getInstance();
//if commented from portal by the customer, then ignore this
$customer = $entityData->get('customer');
if (!empty($customer)) {
return;
}
$wsParentId = $entityData->get('related_to');
$parentIdParts = explode('x', $wsParentId);
$parentId = $parentIdParts[1];
$moduleName = getSalesEntityType($parentId);
$isNew = $entityData->isNew();
if ($moduleName == 'HelpDesk') {
$ticketFocus = CRMEntity::getInstance($moduleName);
$ticketFocus->retrieve_entity_info($parentId, $moduleName);
$ticketFocus->id = $parentId;
if (!$isNew) {
$reply = 'Re : ';
} else {
$reply = '';
}
$subject = $ticketFocus->column_fields['ticket_no'] . ' [ ' . getTranslatedString('LBL_TICKET_ID', $moduleName) . ' : ' . $parentId . ' ] ' . $reply . $ticketFocus->column_fields['ticket_title'];
$emailOptOut = 0;
$contactId = $ticketFocus->column_fields['contact_id'];
$accountId = $ticketFocus->column_fields['parent_id'];
//To get the emailoptout vtiger_field value and then decide whether send mail about the tickets or not
if (!empty($contactId)) {
$result = $adb->pquery('SELECT email, emailoptout FROM vtiger_contactdetails WHERE contactid=?', array($contactId));
$emailOptOut = $adb->query_result($result, 0, 'emailoptout');
$parentEmail = $contactMailId = $adb->query_result($result, 0, 'email');
$displayValueArray = getEntityName('Contacts', $contactId);
if (!empty($displayValueArray)) {
foreach ($displayValueArray as $key => $value) {
$contactName = $value;
}
}
$parentName = $contactName;
//Get the status of the vtiger_portal user. if the customer is active then send the vtiger_portal link in the mail
if ($parentEmail != '') {
$sql = "SELECT * FROM vtiger_portalinfo WHERE user_name=?";
$isPortalUser = $adb->query_result($adb->pquery($sql, array($parentEmail)), 0, 'isactive');
}
} else {
if (!empty($accountId)) {
$result = $adb->pquery("SELECT accountname, emailoptout, email1 FROM vtiger_account WHERE accountid=?", array($accountId));
$emailOptOut = $adb->query_result($result, 0, 'emailoptout');
$parentEmail = $adb->query_result($result, 0, 'email1');
$parentName = $adb->query_result($result, 0, 'accountname');
}
}
//added condition to check the emailoptout
if ($emailOptOut == 0) {
$entityData = VTEntityData::fromCRMEntity($ticketFocus);
if ($isPortalUser == 1) {
$bodysubject = getTranslatedString('Ticket No', $moduleName) . ": " . $ticketFocus->column_fields['ticket_no'] . "<br>" . getTranslatedString('LBL_TICKET_ID', $moduleName) . ' : ' . $parentId . '<br> ' . getTranslatedString('LBL_SUBJECT', $moduleName) . $ticketFocus->column_fields['ticket_title'];
$emailBody = $bodysubject . '<br><br>' . HelpDesk::getPortalTicketEmailContents($entityData);
} else {
$emailBody = HelpDesk::getTicketEmailContents($entityData);
}
send_mail('HelpDesk', $parentEmail, $HELPDESK_SUPPORT_NAME, $HELPDESK_SUPPORT_EMAIL_ID, $subject, $emailBody);
}
}
}
