function EditField()
{
if (!$this->ValidateUser()) {
return;
}
$ticketid = FSS_Input::getInt('ticketid');
$model = $this->getModel();
$this->ticket = $model->getTicket($ticketid);
$this->GetTicketPerms($this->ticket);
if (!$this->ticket['can_edit']) {
return;
}
$this->fields = FSSCF::GetCustomFields($ticketid, $this->ticket['prod_id'], $this->ticket['ticket_dept_id']);
$this->fieldvalues = FSSCF::GetTicketValues($ticketid, $this->ticket);
$fieldid = FSS_Input::getInt('editfield', 0, '', 'int');
$this->assign('field', '');
$this->assign('fieldvalue', '');
$errors = array();
$this->errors = $errors;
foreach ($this->fields as &$field) {
if ($field['id'] == $fieldid) {
$this->field = $field;
}
}
if (!$this->CanEditField($this->field)) {
return;
}
foreach ($this->fieldvalues as &$fieldvalue) {
if ($fieldvalue['field_id'] == $fieldid) {
JRequest::setVar('custom_' . $fieldid, $fieldvalue['value']);
}
}
$this->assign('fieldid', $fieldid);
parent::display("editfield");
}
static function &ParseTemplate($template, &$ticket, $subject, $body, $ishtml, $foruser = false)
{
$handler = self::GetHandler($ticket['admin_id'], $template['tmpl']);
$custrec = self::GetUser($ticket['user_id']);
$subject = trim(str_ireplace("re:", "", $subject));
$vars[] = self::BuildVar('subject', $subject);
$body = FSS_Helper::ParseBBCode($body, null, false, false, $foruser);
$body = str_replace("<", "XXXLTXXX", $body);
$body = str_replace(">", "XXXGTXXX", $body);
$vars[] = self::BuildVar('body', $body);
$vars[] = self::BuildVar('reference', $ticket['reference']);
$vars[] = self::BuildVar('password', $ticket['password']);
foreach (self::$extra_vars as $key => $value) {
$vars[] = self::BuildVar($key, $value);
}
if ($ticket['user_id'] == 0) {
$vars[] = self::BuildVar('user_name', $ticket['unregname']);
$vars[] = self::BuildVar('user_username', JText::_("UNREGISTERED"));
$vars[] = self::BuildVar('user_email', $ticket['email']);
} else {
$vars[] = self::BuildVar('user_name', $custrec['name']);
$vars[] = self::BuildVar('user_username', $custrec['username']);
$vars[] = self::BuildVar('user_email', $custrec['email']);
}
$vars[] = self::BuildVar('handler_name', $handler['name']);
$vars[] = self::BuildVar('handler_username', $handler['username']);
$vars[] = self::BuildVar('handler_email', $handler['email']);
$vars[] = self::BuildVar('ticket_id', $ticket['id']);
if ($foruser) {
$statuss = SupportHelper::getStatuss(false);
$status = $statuss[$ticket['ticket_status_id']];
if ($status->combine_with > 0) {
$status = $statuss[$status->combine_with];
}
FSS_Translate_Helper::TrO($status);
$text = $status->title;
if ($status->userdisp) {
$text = $status->userdisp;
}
$vars[] = self::BuildVar('status', $text);
} else {
$vars[] = self::BuildVar('status', self::GetStatus($ticket['ticket_status_id']));
}
$vars[] = self::BuildVar('priority', self::GetPriority($ticket['ticket_pri_id']));
$vars[] = self::BuildVar('category', self::GetCategory($ticket['ticket_cat_id']));
$vars[] = self::BuildVar('department', self::GetDepartment($ticket['ticket_dept_id']));
$vars[] = self::BuildVar('department_desc', strip_tags(self::GetDepartment($ticket['ticket_dept_id'], 'description')));
$vars[] = self::BuildVar('department_desc_html', self::GetDepartment($ticket['ticket_dept_id'], 'description'));
$vars[] = self::BuildVar('product', self::GetProduct($ticket['prod_id']));
$vars[] = self::BuildVar('product_desc', strip_tags(self::GetProduct($ticket['prod_id'], 'description')));
$vars[] = self::BuildVar('product_desc_html', self::GetProduct($ticket['prod_id'], 'description'));
if (strpos($template['body'], "{messagehistory}") > 0) {
$messages = self::GetMessageHist($ticket['id']);
$text = self::ParseMessageRows($messages, $ishtml, $foruser);
$vars[] = self::BuildVar('messagehistory', $text);
}
$uri = JURI::getInstance();
$baseUrl = FSS_Settings::get('support_email_no_domain') ? "" : $uri->toString(array('scheme', 'host', 'port'));
if (in_array(FSS_Settings::get('support_unreg_type'), array(0, 1))) {
$vars[] = self::BuildVar('haspassword', 1);
} else {
$vars[] = self::BuildVar('haspassword', 0);
}
// choose which user link to generate
if ($ticket['user_id'] < 1) {
// unregistered user
$url = 'index.php?option=com_fss&t=' . $ticket['id'] . "&p=" . $ticket['password'];
if (FSS_Settings::get('support_email_link_unreg') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_unreg');
}
$vars[] = self::BuildVar('ticket_link', $baseUrl . JRoute::_($url, false));
} else {
// registered user
$url = 'index.php?option=com_fss&view=ticket&layout=view&ticketid=' . $ticket['id'];
if (FSS_Settings::get('support_email_include_autologin')) {
$url .= "&login={login_code}";
}
if (FSS_Settings::get('support_email_link_reg') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_reg');
}
$vars[] = self::BuildVar('ticket_link', $baseUrl . JRoute::_($url, false));
}
// ticket admin link
$url = 'index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $ticket['id'];
if (FSS_Settings::get('support_email_link_admin') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_admin');
}
$vars[] = self::BuildVar('admin_link', $baseUrl . JRoute::_($url, false));
// email pending link
$url = 'index.php?option=com_fss&view=admin_support&layout=emails';
if (FSS_Settings::get('support_email_link_pending') > 0) {
// add fixed item id if needed
$url .= "&Itemid=" . FSS_Settings::get('support_email_link_pending');
}
$vars[] = self::BuildVar('email_pending_link', $baseUrl . JRoute::_($url, false));
$vars[] = self::BuildVar('websitetitle', FSS_Helper::getSiteName());
// need to add the tickets custom fields to the output here
$fields = FSSCF::GetAllCustomFields(true);
$values = FSSCF::GetTicketValues($ticket['id'], $ticket);
foreach ($fields as $fid => &$field) {
$name = "custom_" . $fid;
$value = "";
if (array_key_exists($fid, $values)) {
$value = (string) $values[$fid]['value'];
}
$fieldvalues = array();
$fieldvalues[0]['field_id'] = $fid;
$fieldvalues[0]['value'] = $value;
// only do area output processing if we are in html mode
if ($field['type'] != "area" || $ishtml) {
$newvalue = FSSCF::FieldOutput($field, $fieldvalues, '');
if ($newvalue) {
$value = $newvalue;
}
}
$vars[] = self::BuildVar($name, $value);
$vars[] = self::BuildVar("custom_" . $field['alias'], $value);
}
$email['subject'] = self::ParseText($template['subject'], $vars);
$email['body'] = self::ParseText($template['body'], $vars);
self::$last_vars = $vars;
if ($template['ishtml']) {
$email['body'] = FSS_Helper::MaxLineLength($email['body']);
} else {
$email['body'] = str_replace("<br />", "\n", $email['body']);
$email['body'] = html_entity_decode($email['body']);
$email['body'] = preg_replace_callback("/(&#[0-9]+;)/", array("FSS_Helper", "email_decode_utf8"), $email['body']);
$email['body'] = strip_tags($email['body']);
}
$email['body'] = str_replace("XXXLTXXX", "<", $email['body']);
$email['body'] = str_replace("XXXGTXXX", ">", $email['body']);
return $email;
}
function doReply()
{
$this->ticketid = FSS_Input::getInt('ticketid');
$this->ticket = new SupportTicket();
if (!$this->ticket->load($this->ticketid)) {
return JError::raiseWarning(404, JText::_('Ticket not found'));
}
$this->ticket->loadAll();
if (FSS_Settings::get('time_tracking') != "") {
if (FSS_Settings::get('time_tracking_type') == 'se') {
$this->time_start = FSS_Helper::Date(time(), FSS_DATE_CUSTOM, "H:i:s");
$this->time_end = FSS_Helper::Date(time(), FSS_DATE_CUSTOM, "H:i:s");
} elseif (FSS_Settings::get('time_tracking_type') == 'tm') {
$this->time_start = FSS_Helper::Date(time(), FSS_DATE_CUSTOM, FSS_Helper::getFormat());
$this->time_end = FSS_Helper::Date(time(), FSS_DATE_CUSTOM, FSS_Helper::getFormat());
} else {
$this->taken_hours = 0;
$this->taken_mins = 0;
}
}
if (FSS_Settings::get('time_tracking') == "auto") {
$session = JFactory::getSession();
$taken = $session->get('ticket_' . $this->ticket->id . "_opened");
if (FSS_Settings::get('time_tracking_type') == 'se') {
$document = JFactory::getDocument();
$document->addScript(JURI::root() . 'components/com_fss/assets/js/bootstrap/bootstrap-timepicker.min.js');
$document->addScriptDeclaration("jQuery(document).ready(function () {jQuery('#timetaken_start').timepicker({minuteStep:5, showMeridian: false});jQuery('#timetaken_end').timepicker({minuteStep:5, showMeridian: false});});");
$this->time_start = FSS_Helper::Date($taken, FSS_DATE_CUSTOM, "H:i:s");
} else {
if ($taken > 0) {
$taken = time() - $taken;
}
$this->time_taken = $taken;
$taken = ceil($taken / 60);
$this->taken_hours = floor($taken / 60);
$this->taken_mins = $taken % 60 + 1;
}
}
$this->fields = FSSCF::GetCustomFields($this->ticket->id, $this->ticket->prod_id, $this->ticket->ticket_dept_id, 3);
$this->fieldvalues = FSSCF::GetTicketValues($this->ticket->id, $this->ticket);
$pathway = JFactory::getApplication()->getPathway();
$pathway->addItem(JText::_("SUPPORT"), FSSRoute::_('index.php?option=com_fss&view=admin_support&tickets=' . $this->ticket_view, false));
$pathway->addItem(JText::_("VIEW_TICKET") . " : " . $this->ticket->reference . " - " . $this->ticket->title, FSSRoute::_('index.php?option=com_fss&view=admin_support&tickets=' . $this->ticket_view . "&ticketid=" . $this->ticket->id, false));
$this->reply_type = FSS_Input::getCmd('type', 'reply');
if ($this->reply_type == "") {
$this->reply_type = "reply";
}
switch ($this->reply_type) {
case 'reply':
$this->reply_title = "REPLY_TO_SUPORT_TICKET";
$this->reply_button = "POST_REPLY";
$pathway->addItem(JText::_("POST_REPLY"));
break;
case 'private':
$this->reply_title = "ADD_HANDLER_COMMENT_TO_TICKET";
$this->reply_button = "POST_COMMENT";
$pathway->addItem(JText::_("ADD_COMMENT"));
break;
case 'user':
$this->reply_title = "FORWARD_TICKET_TO_A_DIFFERENT_USER";
$this->reply_button = "FORWARD_TICKET";
if ($this->ticket->user_id > 0) {
$user = JFactory::getUser($this->ticket->user_id);
} else {
$user = new stdClass();
$user->username = $this->ticket->email;
$user->name = $this->ticket->unregname;
}
$this->user = $user;
$pathway->addItem(JText::_("FORWARD_TO_USER"));
break;
case 'product':
$this->reply_title = "FORWARD_TICKET_TO_A_DIFFERENT_DEPARTMENT";
$this->reply_button = "FORWARD_TICKET";
$this->handlers = SupportUsers::getHandlers(false, true);
$pathway->addItem(JText::_("FORWARD_TO_DEPARTMENT"));
break;
case 'handler':
$this->reply_title = "FORWARD_TICKET_TO_A_DIFFERENT_HANDLER";
$this->reply_button = "FORWARD_TICKET";
$this->handlers = SupportUsers::getHandlers(false, true);
$pathway->addItem(JText::_("FORWARD_TO_HANDLER"));
break;
}
$this->draft = FSS_Input::getInt('draft');
$this->user_message = $this->loadDraft($this->draft);
$this->support_assign_reply = FSS_Settings::get('support_assign_reply');
FSS_Helper::IncludeModal();
FSS_Helper::AddSCEditor();
parent::_display();
}
function loadCustomFields()
{
if (!$this->loaded_custom) {
$this->customfields = FSSCF::GetCustomFields($this->id, $this->prod_id, $this->ticket_dept_id, 3);
$this->custom = FSSCF::GetTicketValues($this->id, $this);
$this->loaded_custom = true;
}
}
function &getTickets()
{
$db = JFactory::getDBO();
$user = JFactory::getUser();
$userid = $user->get('id');
$uidlist = $this->getUIDS($userid);
$tidlist = $this->getTIDS($userid);
$query = "SELECT t.*, s.title as status, s.color, u.name, au.name as assigned, u.email as useremail, u.username as username, au.email as handleremail, au.username as handlerusername, ";
$query .= " dept.title as department, cat.title as category, prod.title as product, pri.title as priority, pri.color as pricolor, ";
$query .= " grp.groupname as groupname, grp.id as group_id ";
$query .= " , pri.translation as ptl, dept.translation as dtr, s.translation as str, cat.translation as ctr, prod.translation as prtr";
$query .= " FROM #__fss_ticket_ticket as t ";
$query .= " LEFT JOIN #__fss_ticket_status as s ON t.ticket_status_id = s.id ";
$query .= " LEFT JOIN #__users as u ON t.user_id = u.id ";
$query .= " LEFT JOIN #__users as au ON t.admin_id = au.id ";
$query .= " LEFT JOIN #__fss_ticket_dept as dept ON t.ticket_dept_id = dept.id ";
$query .= " LEFT JOIN #__fss_ticket_cat as cat ON t.ticket_cat_id = cat.id ";
$query .= " LEFT JOIN #__fss_prod as prod ON t.prod_id = prod.id ";
$query .= " LEFT JOIN #__fss_ticket_pri as pri ON t.ticket_pri_id = pri.id ";
$query .= " LEFT JOIN (SELECT group_id, user_id FROM #__fss_ticket_group_members GROUP BY user_id) as mem ON t.user_id = mem.user_id ";
$query .= " LEFT JOIN #__fss_ticket_group as grp ON grp.id = mem.group_id ";
// add product, department and category
$query .= " WHERE ( t.user_id IN (" . implode(", ", $uidlist) . ") OR t.id IN (" . implode(", ", $tidlist) . ") ) ";
$query .= " AND " . SupportSource::user_list_sql();
$tickets = FSS_Input::getCmd('tickets', 'open');
if (FSS_Settings::get('support_simple_userlist_tabs')) {
$tickets = "all";
}
if (FSS_Input::getCmd('search_all')) {
$tickets = "";
}
if ($tickets == 'open') {
$allopen = FSS_Ticket_Helper::GetStatusIDs("is_closed", true);
// tickets that arent closed
$query .= " AND ticket_status_id IN ( " . implode(", ", $allopen) . ") ";
}
if ($tickets == 'closed') {
$allopen = FSS_Ticket_Helper::GetStatusIDs("is_closed");
// remove the archived tickets from the list to deal with
$def_archive = FSS_Ticket_Helper::GetStatusID('def_archive');
foreach ($allopen as $offset => $value) {
if ($value == $def_archive) {
unset($allopen[$offset]);
}
}
// tickets that are closed
$query .= " AND ticket_status_id IN ( " . implode(", ", $allopen) . ") ";
} else {
if ($tickets > 0) {
$statuss = SupportHelper::getStatuss(false);
$status_list = array();
$status_list[] = (int) $tickets;
foreach ($statuss as $status) {
if ($status->combine_with == (int) $tickets) {
$status_list[] = $status->id;
}
}
$query .= " AND ticket_status_id IN (" . implode(", ", $status_list) . ")";
}
}
$search = FSS_Input::getString('search');
if ($search != "") {
FSS_Helper::AllowCache();
// We have the nearly full query here, so use it to get a list of ticket ids
$db->setQuery($query);
$recs = $db->loadObjectList();
$ids = array();
$ids[] = 0;
foreach ($recs as $rec) {
$ids[] = $rec->id;
}
$mode = "";
if (FSS_Helper::contains($search, array('*', '+', '-', '<', '>', '(', ')', '~', '"'))) {
$mode = "IN BOOLEAN MODE";
}
$msgsrch = "SELECT ticket_ticket_id FROM #__fss_ticket_messages WHERE ticket_ticket_id IN (" . implode(", ", $ids) . ") AND admin < 3 AND ";
$msgsrch .= " MATCH (body) AGAINST ('" . $db->escape($search) . "' {$mode}) ";
$db->setQuery($msgsrch);
$results = $db->loadObjectList();
$ids = array();
$ids[] = 0;
foreach ($results as $rec) {
$ids[] = $rec->ticket_ticket_id;
}
// search custom fields that are set to be searched
$fields = FSSCF::GetAllCustomFields(true);
foreach ($fields as $field) {
if (!$field["basicsearch"]) {
continue;
}
if ($field['permissions'] > 1 && $field['permissions'] < 5) {
continue;
}
$fieldid = $field['id'];
if ($field['type'] == "checkbox") {
if ($search == "1") {
$search = "on";
} else {
$search = "";
}
}
if ($field['peruser']) {
continue;
}
if ($field['type'] == "plugin") {
// try to do a plugin based search
$data = array();
foreach ($field['values'] as $item) {
list($key, $value) = explode("=", $item, 2);
$data[$key] = $value;
}
if (array_key_exists("plugin", $data)) {
$plugins = FSSCF::get_plugins();
if (array_key_exists($data['plugin'], $plugins)) {
$po = $plugins[$data['plugin']];
if (method_exists($po, "Search")) {
$res = $po->Search($data['plugindata'], $search, false, false);
if ($res !== false) {
foreach ($res as $item) {
$ids[] = (int) $item->ticket_id;
}
continue;
}
}
}
}
}
$qry = "SELECT ticket_id FROM #__fss_ticket_field WHERE field_id = '" . FSSJ3Helper::getEscaped($db, $fieldid) . "' AND value LIKE '%" . FSSJ3Helper::getEscaped($db, $search) . "%'";
$db->setQuery($qry);
$data = $db->loadObjectList();
foreach ($data as $item) {
$id = (int) $item->ticket_id;
if ($id > 0) {
$ids[] = $id;
}
}
}
//"MATCH (question, answer) AGAINST ('" . $db->escape($search) . "')"
$query .= " AND ( t.id IN (" . implode(", ", $ids) . ") OR MATCH (t.title) AGAINST ('" . $db->escape($search) . "' {$mode}) OR t.reference LIKE '%" . $db->escape($search) . "%' ) ";
}
$order = FSS_Input::getCmd('order');
$order_dir = FSS_Input::getCmd('order_dir', 'asc');
$order_dir_allowed = array('asc', 'desc');
if (!in_array($order_dir, $order_dir_allowed)) {
$order_dir = 'asc';
}
$order_allowed = array('t.title', 'lastupdate', 'status', 'assigned', 'lastupdate', 'u.name');
if (!in_array($order, $order_allowed)) {
$order = '';
}
if ($order != "") {
$query .= " ORDER BY {$order} {$order_dir}";
} else {
$query .= " ORDER BY lastupdate DESC ";
}
$mainframe = JFactory::getApplication();
$limit = $mainframe->getUserStateFromRequest('global.list.limit_ticket', 'limit', FSS_Settings::Get('ticket_per_page'), 'int');
$limitstart = FSS_Input::getInt('limitstart');
$limitstart = $limit != 0 ? floor($limitstart / $limit) * $limit : 0;
$db->setQuery($query);
$db->query();
//echo $query . "<br>";
$count = $db->getNumRows();
$result['pagination'] = new JPaginationJs($count, $limitstart, $limit);
$db->setQuery($query, $limitstart, $limit);
$result['tickets'] = $db->loadObjectList();
foreach ($result['tickets'] as &$ticket) {
$fields = FSSCF::GetCustomFields($ticket->id, $ticket->prod_id, $ticket->ticket_dept_id);
$values = FSSCF::GetTicketValues($ticket->id, $ticket);
$ticket->fields = array();
foreach ($fields as &$field) {
$ticket->fields[$field['id']] = array();
$ticket->fields[$field['id']]['name'] = $field['description'];
$ticket->fields[$field['id']]['value'] = '';
if (isset($values[$field['id']])) {
$ticket->fields[$field['id']]['value'] = $values[$field['id']]['value'];
}
}
}
return $result;
}
