function display($tpl = NULL)
{
FSS_Helper::AddSCEditor();
if (FSS_Input::getInt('sigid')) {
return $this->display_edit();
}
$this->sigs = SupportCanned::GetAllSigs(null);
$this->_display("list");
}
function display($tpl = NULL)
{
// view a ticket!
$this->ticketid = FSS_Input::getInt('ticketid');
$document = JFactory::getDocument();
$document->addScript(JURI::root() . 'components/com_fss/assets/js/bootstrap/bootstrap-timepicker.min.js');
$this->ticket = new SupportTicket();
if (!$this->ticket->load($this->ticketid)) {
if ($this->ticket->checkExist($this->ticketid)) {
return $this->_display("noperm");
} else {
return JError::raiseWarning(404, JText::_('Ticket not found'));
}
}
if ($this->ticket->merged > 0 && FSS_Input::getInt('no_redirect') != '1') {
JFactory::getApplication()->redirect(FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $this->ticket->merged . "&Itemid=" . FSS_Input::getInt('Itemid'), false));
}
$reverse = JRequest::getInt('sort', null);
if ($reverse !== null) {
if ($reverse) {
// we want messages in opposite order to normal
if (SupportUsers::getSetting("reverse_order")) {
$reverse = true;
} else {
$reverse = false;
}
} else {
// we want messages in normal order
$reverse = null;
}
}
$this->ticket->loadAll($reverse);
$this->loadMerged();
$pathway = JFactory::getApplication()->getPathway();
$pathway->addItem(JText::_("SUPPORT"), FSSRoute::_('index.php?option=com_fss&view=admin_support&tickets=' . $this->ticket_view));
$pathway->addItem(JText::_("VIEW_TICKET") . " : " . $this->ticket->reference . " - " . $this->ticket->title);
$this->assignOnOpen();
$this->tryLock();
if ($this->ticket->admin_id > 0) {
$this->adminuser = SupportUsers::getUser($this->ticket->admin_id);
}
$this->ticket_view = $this->ticket->ticket_status_id;
$this->HandleRefresh();
if (FSS_Settings::get('time_tracking') == "auto") {
$session = JFactory::getSession();
$session->set('ticket_' . $this->ticket->id . "_opened", time());
}
FSS_Helper::IncludeModal();
FSS_Helper::AddSCEditor();
$this->HandleRefresh();
$this->print = FSS_Input::getCmd('print');
if ($this->print) {
return $this->_display("print");
}
$this->_display();
}
function display($tpl = null)
{
$autologin = FSS_Input::getCmd('login');
if ($autologin != "") {
FSS_Helper::AutoLogin($autologin);
}
if (!FSS_Permission::auth("fss.ticket.view", "com_fss.support_user") && !FSS_Permission::auth("fss.ticket.open", "com_fss.support_user")) {
return FSS_Helper::NoPerm();
}
$session = JFactory::getSession();
$user = JFactory::getUser();
$this->userid = $user->get('id');
$this->ticket = null;
$this->assign('tmpl', '');
$what = FSS_Input::getCmd('what');
$layout = FSS_Input::getCmd('layout');
$this->ticket_view = FSS_Input::getCmd('tickets');
if (!$this->ticket_view && FSS_Settings::get('support_simple_userlist_tabs')) {
$this->ticket_view = "all";
}
// reset the login and password
if ($what == "reset") {
$session->clear('ticket_email');
$session->clear('ticket_reference');
$session->clear('ticket_name');
$session->clear('ticket_pass');
}
if ($what == "unreg_passlist") {
return $this->Unreg_Passlist();
}
if ($what == "addccuser") {
return $this->AddCCUser();
}
if ($what == "removeccuser") {
return $this->RemoveCCUser();
}
if ($what == "pickccuser") {
return $this->PickCCUser();
}
// should we display the edit field screen
if ($what == 'editfield') {
return $this->EditField();
}
// save an edited field and continue what we were doing afterwards
if ($what == 'savefield') {
if ($this->SaveField()) {
return;
}
}
FSS_Helper::AddSCEditor();
// check for product search ajax display
if (FSS_Input::getString('prodsearch') != "") {
return $this->searchProducts();
}
if (FSS_Input::getString('deptsearch') != "") {
return $this->searchDepartments();
}
// page to hunt for unregistered ticket
if ($what == "find") {
return $this->findTicket();
}
// save status changes
if ($what == "statuschange") {
return $this->saveStatusChanges();
}
// save any replys
if ($what == 'savereply') {
return $this->saveReply();
}
// save any replys
if ($what == 'messages') {
return $this->showMessages();
}
// process any file downloads
$fileid = FSS_Input::getInt('fileid');
if ($fileid > 0) {
$ticketid = FSS_Input::GetInt('ticketid');
if ($what == 'attach_thumb') {
return SupportHelper::attachThumbnail($ticketid, $fileid, true);
} else {
return SupportHelper::attachDownload($ticketid, $fileid, true);
}
}
$this->count = $this->get('TicketCount');
// handle opening ticket
if ($layout == "open") {
return $this->doOpenTicket();
}
// handel ticket reply
if ($layout == "reply") {
return $this->doUserReply();
}
// display ticket list / ticket
return $this->doDisplayTicket();
}
function display($tpl = NULL)
{
FSS_Helper::AddSCEditor();
$editid = FSS_Input::getInt('cannedid', -2);
if ($editid != -2) {
if ($editid > 0) {
$db = JFactory::getDBO();
$qry = "SELECT * FROM #__fss_ticket_fragments WHERE id = " . FSSJ3Helper::getEscaped($db, $editid);
$db->setQuery($qry);
$this->canned_item = $db->loadObject();
} else {
$this->canned_item = new stdClass();
$this->canned_item->id = 0;
$this->canned_item->description = "";
$this->canned_item->grouping = "";
$this->canned_item->content = "";
}
return $this->_display("edit");
}
// if we are saving, then save
$saveid = FSS_Input::getInt('saveid', -2);
if ($saveid != -2) {
$description = FSS_Input::getString('description');
$grouping = FSS_Input::getString('grouping');
$content = FSS_Input::getHTML('content');
if ($saveid == 0) {
$qry = "INSERT INTO #__fss_ticket_fragments (description, grouping, content, type) VALUES (";
$qry .= "'" . FSSJ3Helper::getEscaped($db, $description) . "',";
$qry .= "'" . FSSJ3Helper::getEscaped($db, $grouping) . "',";
$qry .= "'" . FSSJ3Helper::getEscaped($db, $content) . "', 0)";
$db = JFactory::getDBO();
$db->setQuery($qry);
$db->Query();
} else {
$qry = "UPDATE #__fss_ticket_fragments SET description = '" . FSSJ3Helper::getEscaped($db, $description) . "', ";
$qry .= "grouping = '" . FSSJ3Helper::getEscaped($db, $grouping) . "', ";
$qry .= "content = '" . FSSJ3Helper::getEscaped($db, $content) . "' WHERE id = " . FSSJ3Helper::getEscaped($db, $saveid);
$db = JFactory::getDBO();
$db->setQuery($qry);
$db->Query();
}
$mainframe = JFactory::getApplication();
$link = JRoute::_('index.php?option=com_fss&view=admin_support&layout=canned&tmpl=component', false);
$mainframe->redirect($link);
}
// if we are editing then show edit
// otherwise show list
$deleteid = FSS_Input::getInt('deleteid');
if ($deleteid > 0) {
$qry = "DELETE FROM #__fss_ticket_fragments WHERE id = " . FSSJ3Helper::getEscaped($db, $deleteid);
$db = JFactory::getDBO();
$db->setQuery($qry);
$db->Query();
}
$search = FSS_Input::getString('search');
if ($search) {
$db = JFactory::getDBO();
$qry = "SELECT * FROM #__fss_ticket_fragments WHERE type = 0 AND (description LIKE '%" . $db->escape($search) . "%' OR content LIKE '%" . $db->escape($search) . "%')";
$db->setQuery($qry);
$this->canned = $db->loadObjectList();
} else {
$this->canned = SupportCanned::GetCannedReplies();
}
$this->_display("list");
}
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 showUserIn()
{
FSS_Helper::AddSCEditor();
$this->handlers = SupportUsers::getHandlers(false, true);
$this->_display("in");
}
