/** form for soluce's approbation
*
* @param $ticket Object : the ticket
**/
function showApprobationForm($ticket)
{
global $DB, $CFG_GLPI;
$input = array('tickets_id' => $ticket->getField('id'));
if ($ticket->fields["status"] == CommonITILObject::SOLVED && $ticket->canApprove() && $ticket->isAllowedStatus($ticket->fields['status'], Ticket::CLOSED)) {
echo "<form name='form' method='post' action='" . $this->getFormURL() . "'>";
echo "<table class='tab_cadre_fixe'>";
echo "<tr><th colspan='4'>" . __('Approval of the solution') . "</th></tr>";
echo "<tr class='tab_bg_1'>";
echo "<td colspan='2'>" . __('Comments') . "<br>(" . __('Optional when approved') . ")</td>";
echo "<td class='center middle' colspan='2'>";
echo "<textarea name='content' cols='70' rows='6' class='form-control'></textarea>";
echo "<input type='hidden' name='tickets_id' value='" . $ticket->getField('id') . "'>";
echo "<input type='hidden' name='requesttypes_id' value='" . RequestType::getDefault('helpdesk') . "'>";
echo "</td></tr>\n";
echo "<tr class='tab_bg_2'>";
echo "<td class='tab_bg_2 center' colspan='2' width='200'>\n";
echo "<input type='submit' name='add_close' value=\"" . __('Approve the solution') . "\"\n class='submit'>";
echo "</td>\n";
echo "<td class='tab_bg_2 center' colspan='2'>\n";
echo "<input type='submit' name='add_reopen' value=\"" . __('Refuse the solution') . "\"\n class='submit'>";
echo "</td></tr>\n";
echo "</table>";
Html::closeForm();
}
return true;
}
/**
* Print the helpdesk form
*
* @param $ID integer ID of the user who want to display the Helpdesk
* @param $ticket_template boolean ticket template for preview : false if not used for preview
* (false by default)
*
* @return nothing (print the helpdesk)
**/
function showFormHelpdesk($ID, $ticket_template = false)
{
global $DB, $CFG_GLPI;
if (!self::canCreate()) {
return false;
}
if (!$ticket_template && Session::haveRightsOr('ticketvalidation', TicketValidation::getValidateRights())) {
$opt = array();
$opt['reset'] = 'reset';
$opt['criteria'][0]['field'] = 55;
// validation status
$opt['criteria'][0]['searchtype'] = 'equals';
$opt['criteria'][0]['value'] = CommonITILValidation::WAITING;
$opt['criteria'][0]['link'] = 'AND';
$opt['criteria'][1]['field'] = 59;
// validation aprobator
$opt['criteria'][1]['searchtype'] = 'equals';
$opt['criteria'][1]['value'] = Session::getLoginUserID();
$opt['criteria'][1]['link'] = 'AND';
$url_validate = $CFG_GLPI["root_doc"] . "/front/ticket.php?" . Toolbox::append_params($opt, '&');
if (TicketValidation::getNumberToValidate(Session::getLoginUserID()) > 0) {
echo "<a href='{$url_validate}' title=\"" . __s('Ticket waiting for your approval') . "\"\n alt=\"" . __s('Ticket waiting for your approval') . "\">" . __('Tickets awaiting approval') . "</a><br><br>";
}
}
$email = UserEmail::getDefaultForUser($ID);
$default_use_notif = Entity::getUsedConfig('is_notif_enable_default', $_SESSION['glpiactive_entity'], '', 1);
// Set default values...
$default_values = array('_users_id_requester_notif' => array('use_notification' => $email == "" ? 0 : $default_use_notif), 'nodelegate' => 1, '_users_id_requester' => 0, '_users_id_observer' => array(0), '_users_id_observer_notif' => array('use_notification' => $default_use_notif), 'name' => '', 'content' => '', 'itilcategories_id' => 0, 'locations_id' => 0, 'urgency' => 3, 'items_id' => 0, 'entities_id' => $_SESSION['glpiactive_entity'], 'plan' => array(), 'global_validation' => CommonITILValidation::NONE, '_add_validation' => 0, 'type' => Entity::getUsedConfig('tickettype', $_SESSION['glpiactive_entity'], '', Ticket::INCIDENT_TYPE), '_right' => "id", '_filename' => array(), '_tag_filename' => array());
// Get default values from posted values on reload form
if (!$ticket_template) {
if (isset($_POST)) {
$values = Html::cleanPostForTextArea($_POST);
}
}
// Restore saved value or override with page parameter
$saved = $this->restoreInput();
foreach ($default_values as $name => $value) {
if (!isset($values[$name])) {
if (isset($saved[$name])) {
$values[$name] = $saved[$name];
} else {
$values[$name] = $value;
}
}
}
// Check category / type validity
if ($values['itilcategories_id']) {
$cat = new ITILCategory();
if ($cat->getFromDB($values['itilcategories_id'])) {
switch ($values['type']) {
case self::INCIDENT_TYPE:
if (!$cat->getField('is_incident')) {
$values['itilcategories_id'] = 0;
}
break;
case self::DEMAND_TYPE:
if (!$cat->getField('is_request')) {
$values['itilcategories_id'] = 0;
}
break;
default:
break;
}
}
}
if (!$ticket_template) {
echo "<form method='post' name='helpdeskform' action='" . $CFG_GLPI["root_doc"] . "/front/tracking.injector.php' enctype='multipart/form-data'>";
}
$delegating = User::getDelegateGroupsForUser($values['entities_id']);
if (count($delegating)) {
echo "<div class='center'><table class='tab_cadre_fixe'>";
echo "<tr><th colspan='2'>" . __('This ticket concerns me') . " ";
$rand = Dropdown::showYesNo("nodelegate", $values['nodelegate']);
$params = array('nodelegate' => '__VALUE__', 'rand' => $rand, 'right' => "delegate", '_users_id_requester' => $values['_users_id_requester'], '_users_id_requester_notif' => $values['_users_id_requester_notif'], 'use_notification' => $values['_users_id_requester_notif']['use_notification'], 'entity_restrict' => $_SESSION["glpiactive_entity"]);
Ajax::UpdateItemOnSelectEvent("dropdown_nodelegate" . $rand, "show_result" . $rand, $CFG_GLPI["root_doc"] . "/ajax/dropdownDelegationUsers.php", $params);
$class = 'right';
if ($CFG_GLPI['use_check_pref'] && $values['nodelegate']) {
echo "</th><th>" . __('Check your personnal information');
$class = 'center';
}
echo "</th></tr>";
echo "<tr class='tab_bg_1'><td colspan='2' class='" . $class . "'>";
echo "<div id='show_result{$rand}'>";
$self = new self();
if ($values["_users_id_requester"] == 0) {
$values['_users_id_requester'] = Session::getLoginUserID();
} else {
$values['_right'] = "delegate";
}
$self->showActorAddFormOnCreate(CommonITILActor::REQUESTER, $values);
echo "</div>";
if ($CFG_GLPI['use_check_pref'] && $values['nodelegate']) {
echo "</td><td class='center'>";
User::showPersonalInformation(Session::getLoginUserID());
}
echo "</td></tr>";
echo "</table></div>";
echo "<input type='hidden' name='_users_id_recipient' value='" . Session::getLoginUserID() . "'>";
} else {
// User as requester
$values['_users_id_requester'] = Session::getLoginUserID();
if ($CFG_GLPI['use_check_pref']) {
echo "<div class='center'><table class='tab_cadre_fixe'>";
echo "<tr><th>" . __('Check your personnal information') . "</th></tr>";
echo "<tr class='tab_bg_1'><td class='center'>";
User::showPersonalInformation(Session::getLoginUserID());
echo "</td></tr>";
echo "</table></div>";
}
}
echo "<input type='hidden' name='_from_helpdesk' value='1'>";
echo "<input type='hidden' name='requesttypes_id' value='" . RequestType::getDefault('helpdesk') . "'>";
// Load ticket template if available :
$tt = $this->getTicketTemplateToUse($ticket_template, $values['type'], $values['itilcategories_id'], $_SESSION["glpiactive_entity"]);
// Predefined fields from template : reset them
if (isset($values['_predefined_fields'])) {
$values['_predefined_fields'] = Toolbox::decodeArrayFromInput($values['_predefined_fields']);
} else {
$values['_predefined_fields'] = array();
}
// Store predefined fields to be able not to take into account on change template
$predefined_fields = array();
if (isset($tt->predefined) && count($tt->predefined)) {
foreach ($tt->predefined as $predeffield => $predefvalue) {
if (isset($values[$predeffield]) && isset($default_values[$predeffield])) {
// Is always default value : not set
// Set if already predefined field
// Set if ticket template change
if (count($values['_predefined_fields']) == 0 && $values[$predeffield] == $default_values[$predeffield] || isset($values['_predefined_fields'][$predeffield]) && $values[$predeffield] == $values['_predefined_fields'][$predeffield] || isset($values['_tickettemplates_id']) && $values['_tickettemplates_id'] != $tt->getID()) {
$values[$predeffield] = $predefvalue;
$predefined_fields[$predeffield] = $predefvalue;
}
} else {
// Not defined options set as hidden field
echo "<input type='hidden' name='{$predeffield}' value='{$predefvalue}'>";
}
}
// All predefined override : add option to say predifined exists
if (count($predefined_fields) == 0) {
$predefined_fields['_all_predefined_override'] = 1;
}
} else {
// No template load : reset predefined values
if (count($values['_predefined_fields'])) {
foreach ($values['_predefined_fields'] as $predeffield => $predefvalue) {
if ($values[$predeffield] == $predefvalue) {
$values[$predeffield] = $default_values[$predeffield];
}
}
}
}
if ($CFG_GLPI['urgency_mask'] == 1 << 3 || $tt->isHiddenField('urgency')) {
// Dont show dropdown if only 1 value enabled or field is hidden
echo "<input type='hidden' name='urgency' value='" . $values['urgency'] . "'>";
}
// Display predefined fields if hidden
if ($tt->isHiddenField('items_id')) {
if (!empty($values['items_id'])) {
foreach ($values['items_id'] as $itemtype => $items) {
foreach ($items as $items_id) {
echo "<input type='hidden' name='items_id[{$itemtype}][{$items_id}]' value='{$items_id}'>";
}
}
}
}
if ($tt->isHiddenField('locations_id')) {
echo "<input type='hidden' name='locations_id' value='" . $values['locations_id'] . "'>";
}
echo "<input type='hidden' name='entities_id' value='" . $_SESSION["glpiactive_entity"] . "'>";
echo "<div class='center'><table class='tab_cadre_fixe'>";
echo "<tr><th>" . __('Describe the incident or request') . "</th><th>";
if (Session::isMultiEntitiesMode()) {
echo "(" . Dropdown::getDropdownName("glpi_entities", $_SESSION["glpiactive_entity"]) . ")";
}
echo "</th></tr>";
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Type'), $tt->getMandatoryMark('type')) . "</td>";
echo "<td>";
self::dropdownType('type', array('value' => $values['type'], 'on_change' => 'this.form.submit()'));
echo "</td></tr>";
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Category'), $tt->getMandatoryMark('itilcategories_id')) . "</td>";
echo "<td>";
$condition = "`is_helpdeskvisible`='1'";
switch ($values['type']) {
case self::DEMAND_TYPE:
$condition .= " AND `is_request`='1'";
break;
default:
// self::INCIDENT_TYPE :
$condition .= " AND `is_incident`='1'";
}
$opt = array('value' => $values['itilcategories_id'], 'condition' => $condition, 'entity' => $_SESSION["glpiactive_entity"], 'on_change' => 'this.form.submit()');
if ($values['itilcategories_id'] && $tt->isMandatoryField("itilcategories_id")) {
$opt['display_emptychoice'] = false;
}
ITILCategory::dropdown($opt);
echo "</td></tr>";
if ($CFG_GLPI['urgency_mask'] != 1 << 3) {
if (!$tt->isHiddenField('urgency')) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Urgency'), $tt->getMandatoryMark('urgency')) . "</td>";
echo "<td>";
self::dropdownUrgency(array('value' => $values["urgency"]));
echo "</td></tr>";
}
}
if (empty($delegating) && NotificationTargetTicket::isAuthorMailingActivatedForHelpdesk()) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . __('Inform me about the actions taken') . "</td>";
echo "<td>";
if ($values["_users_id_requester"] == 0) {
$values['_users_id_requester'] = Session::getLoginUserID();
}
$_POST['value'] = $values['_users_id_requester'];
$_POST['field'] = '_users_id_requester_notif';
$_POST['use_notification'] = $values['_users_id_requester_notif']['use_notification'];
include GLPI_ROOT . "/ajax/uemailUpdate.php";
echo "</td></tr>";
}
if ($_SESSION["glpiactiveprofile"]["helpdesk_hardware"] != 0 && count($_SESSION["glpiactiveprofile"]["helpdesk_item_type"])) {
if (!$tt->isHiddenField('itemtype')) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Hardware type'), $tt->getMandatoryMark('items_id')) . "</td>";
echo "<td>";
$values['_canupdate'] = Session::haveRight('ticket', CREATE);
Item_Ticket::itemAddForm($this, $values);
echo "</td></tr>";
}
}
if (!$tt->isHiddenField('locations_id')) {
echo "<tr class='tab_bg_1'><td>";
printf(__('%1$s%2$s'), __('Location'), $tt->getMandatoryMark('locations_id'));
echo "</td><td>";
Location::dropdown(array('value' => $values["locations_id"]));
echo "</td></tr>";
}
if (!$tt->isHiddenField('_users_id_observer') || $tt->isPredefinedField('_users_id_observer')) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), _n('Watcher', 'Watchers', 2), $tt->getMandatoryMark('_users_id_observer')) . "</td>";
echo "<td>";
$values['_right'] = "groups";
if (!$tt->isHiddenField('_users_id_observer')) {
// Observer
if ($tt->isPredefinedField('_users_id_observer') && !is_array($values['_users_id_observer'])) {
//convert predefined value to array
$values['_users_id_observer'] = array($values['_users_id_observer']);
$values['_users_id_observer_notif']['use_notification'] = array($values['_users_id_observer_notif']['use_notification']);
// add new line to permit adding more observers
$values['_users_id_observer'][1] = 0;
$values['_users_id_observer_notif']['use_notification'][1] = 1;
}
echo "<div class='actor_single first-actor'>";
if (isset($values['_users_id_observer'])) {
$observers = $values['_users_id_observer'];
foreach ($observers as $index_observer => $observer) {
$options = array_merge($values, array('_user_index' => $index_observer));
self::showFormHelpdeskObserver($options);
}
}
echo "</div>";
} else {
// predefined value
if (isset($values["_users_id_observer"]) && $values["_users_id_observer"]) {
echo self::getActorIcon('user', CommonITILActor::OBSERVER) . " ";
echo Dropdown::getDropdownName("glpi_users", $values["_users_id_observer"]);
echo "<input type='hidden' name='_users_id_observer' value=\"" . $values["_users_id_observer"] . "\">";
}
}
echo "</td></tr>";
}
if (!$tt->isHiddenField('name') || $tt->isPredefinedField('name')) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Title'), $tt->getMandatoryMark('name')) . "<td>";
if (!$tt->isHiddenField('name')) {
echo "<input type='text' maxlength='250' size='80' name='name'\n value=\"" . $values['name'] . "\">";
} else {
echo $values['name'];
echo "<input type='hidden' name='name' value=\"" . $values['name'] . "\">";
}
echo "</td></tr>";
}
if (!$tt->isHiddenField('content') || $tt->isPredefinedField('content')) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Description'), $tt->getMandatoryMark('content')) . "</td><td>";
$rand = mt_rand();
$rand_text = mt_rand();
$cols = 90;
$rows = 6;
$content_id = "content{$rand}";
if ($CFG_GLPI["use_rich_text"]) {
$values["content"] = $this->setRichTextContent($content_id, $values["content"], $rand);
$cols = 100;
$rows = 10;
} else {
$values["content"] = $this->setSimpleTextContent($values["content"]);
}
echo "<div id='content{$rand_text}'>";
echo "<textarea id='{$content_id}' name='content' cols='{$cols}' rows='{$rows}'>" . $values['content'] . "</textarea></div>";
echo "</td></tr>";
}
// File upload system
$width = '100%';
if ($CFG_GLPI['use_rich_text']) {
$width = '50%';
}
echo "<tr class='tab_bg_1'>";
echo "<td class='top'>" . sprintf(__('%1$s (%2$s)'), __('File'), Document::getMaxUploadSize());
DocumentType::showAvailableTypesLink();
echo "</td>";
echo "<td class='top'>";
echo "<div id='fileupload_info'></div>";
echo "</td>";
echo "</tr>";
echo "<tr class='tab_bg_1'>";
echo "<td colspan='4'>";
echo "<table width='100%'><tr>";
echo "<td width='{$width} '>";
echo Html::file(array('multiple' => true, 'values' => array('filename' => $values['_filename'], 'tag' => $values['_tag_filename'])));
echo "</td>";
if ($CFG_GLPI['use_rich_text']) {
echo "<td width='{$width} '>";
if (!isset($rand)) {
$rand = mt_rand();
}
echo Html::initImagePasteSystem($content_id, $rand);
echo "</td>";
}
echo "</tr></table>";
echo "</td>";
echo "</tr>";
if (!$ticket_template) {
echo "<tr class='tab_bg_1'>";
echo "<td colspan='2' class='center'>";
if ($tt->isField('id') && $tt->fields['id'] > 0) {
echo "<input type='hidden' name='_tickettemplates_id' value='" . $tt->fields['id'] . "'>";
echo "<input type='hidden' name='_predefined_fields'\n value=\"" . Toolbox::prepareArrayForInput($predefined_fields) . "\">";
}
echo "<input type='submit' name='add' value=\"" . __s('Submit message') . "\" class='submit'>";
echo "</td></tr>";
}
echo "</table></div>";
if (!$ticket_template) {
Html::closeForm();
}
}
/** function buildTicket - Builds,and returns, the major structure of the ticket to be entered.
*
* @param $i mail ID
* @param $options array of possible options
*
* @return ticket fields array
*/
function buildTicket($i, $options = array())
{
global $CFG_GLPI;
$play_rules = isset($options['play_rules']) && $options['play_rules'];
$head = $this->getHeaders($i);
// Get Header Info Return Array Of Headers
// **Key Are (subject,to,toOth,toNameOth,from,fromName)
$tkt = array();
$tkt['_blacklisted'] = false;
// For RuleTickets
$tkt['_mailgate'] = $options['mailgates_id'];
// Use mail date if it's defined
if ($this->fields['use_mail_date']) {
$tkt['date'] = $head['date'];
}
// Detect if it is a mail reply
$glpi_message_match = "/GLPI-([0-9]+)\\.[0-9]+\\.[0-9]+@\\w*/";
// Check if email not send by GLPI : if yes -> blacklist
if (!isset($head['message_id']) || preg_match($glpi_message_match, $head['message_id'], $match)) {
$tkt['_blacklisted'] = true;
return $tkt;
}
// manage blacklist
$blacklisted_emails = Blacklist::getEmails();
// Add name of the mailcollector as blacklisted
$blacklisted_emails[] = $this->fields['name'];
if (Toolbox::inArrayCaseCompare($head['from'], $blacklisted_emails)) {
$tkt['_blacklisted'] = true;
return $tkt;
}
// max size = 0 : no import attachments
if ($this->fields['filesize_max'] > 0) {
if (is_writable(GLPI_TMP_DIR)) {
$tkt['_filename'] = $this->getAttached($i, GLPI_TMP_DIR . "/", $this->fields['filesize_max']);
$tkt['_tag'] = $this->tags;
} else {
//TRANS: %s is a directory
Toolbox::logInFile('mailgate', sprintf(__('%s is not writable'), GLPI_TMP_DIR . "/"));
}
}
// Who is the user ?
$tkt['_users_id_requester'] = User::getOrImportByEmail($head['from']);
$tkt["_users_id_requester_notif"]['use_notification'] = 1;
// Set alternative email if user not found / used if anonymous mail creation is enable
if (!$tkt['_users_id_requester']) {
$tkt["_users_id_requester_notif"]['alternative_email'] = $head['from'];
}
// Add to and cc as additional observer if user found
if (count($head['ccs'])) {
foreach ($head['ccs'] as $cc) {
if ($cc != $head['from'] && !Toolbox::inArrayCaseCompare($cc, $blacklisted_emails) && ($tmp = User::getOrImportByEmail($cc)) > 0) {
$tkt['_additional_observers'][] = array('users_id' => $tmp, 'use_notification' => 1);
}
}
}
if (count($head['tos'])) {
foreach ($head['tos'] as $to) {
if ($to != $head['from'] && !Toolbox::inArrayCaseCompare($to, $blacklisted_emails) && ($tmp = User::getOrImportByEmail($to)) > 0) {
$tkt['_additional_observers'][] = array('users_id' => $tmp, 'use_notification' => 1);
}
}
}
// Auto_import
$tkt['_auto_import'] = 1;
// For followup : do not check users_id = login user
$tkt['_do_not_check_users_id'] = 1;
$body = $this->getBody($i);
// Do it before using charset variable
$head['subject'] = $this->decodeMimeString($head['subject']);
$tkt['_head'] = $head;
if (!empty($this->charset) && !$this->body_converted) {
$body = Toolbox::encodeInUtf8($body, $this->charset);
$this->body_converted = true;
}
if (!Toolbox::seems_utf8($body)) {
$tkt['content'] = Toolbox::encodeInUtf8($body);
} else {
$tkt['content'] = $body;
}
// See In-Reply-To field
if (isset($head['in_reply_to'])) {
if (preg_match($glpi_message_match, $head['in_reply_to'], $match)) {
$tkt['tickets_id'] = intval($match[1]);
}
}
// See in References
if (!isset($tkt['tickets_id']) && isset($head['references'])) {
if (preg_match($glpi_message_match, $head['references'], $match)) {
$tkt['tickets_id'] = intval($match[1]);
}
}
// See in title
if (!isset($tkt['tickets_id']) && preg_match('/\\[.+#(\\d+)\\]/', $head['subject'], $match)) {
$tkt['tickets_id'] = intval($match[1]);
}
$is_html = false;
//If files are present and content is html
if (isset($this->files) && count($this->files) && $tkt['content'] != strip_tags($tkt['content']) && !isset($tkt['tickets_id'])) {
$is_html = true;
$tkt['content'] = Ticket::convertContentForTicket($tkt['content'], array_merge($this->files, $this->altfiles), $this->tags);
}
$tkt['content'] = $this->cleanMailContent($tkt['content']);
if ($is_html && !isset($tkt['tickets_id'])) {
$tkt['content'] = nl2br($tkt['content']);
}
$tkt['_supplier_email'] = false;
// Found ticket link
if (isset($tkt['tickets_id'])) {
// it's a reply to a previous ticket
$job = new Ticket();
$tu = new Ticket_User();
$st = new Supplier_Ticket();
// Check if ticket exists and users_id exists in GLPI
/// TODO check if users_id have right to add a followup to the ticket
if ($job->getFromDB($tkt['tickets_id']) && $job->fields['status'] != CommonITILObject::CLOSED && ($CFG_GLPI['use_anonymous_followups'] || $tkt['_users_id_requester'] > 0 || $tu->isAlternateEmailForITILObject($tkt['tickets_id'], $head['from']) || ($tkt['_supplier_email'] = $st->isSupplierEmail($tkt['tickets_id'], $head['from'])))) {
if ($tkt['_supplier_email']) {
$tkt['content'] = sprintf(__('From %s'), $head['from']) . "\n\n" . $tkt['content'];
}
$content = explode("\n", $tkt['content']);
$tkt['content'] = "";
$to_keep = array();
// Move requester to author of followup :
$tkt['users_id'] = $tkt['_users_id_requester'];
$begin_strip = -1;
$end_strip = -1;
$begin_match = "/" . NotificationTargetTicket::HEADERTAG . ".*" . NotificationTargetTicket::HEADERTAG . "/";
$end_match = "/" . NotificationTargetTicket::FOOTERTAG . ".*" . NotificationTargetTicket::FOOTERTAG . "/";
foreach ($content as $ID => $val) {
// Get first tag for begin
if ($begin_strip < 0) {
if (preg_match($begin_match, $val)) {
$begin_strip = $ID;
}
}
// Get last tag for end
if ($begin_strip >= 0) {
if (preg_match($end_match, $val)) {
$end_strip = $ID;
continue;
}
}
}
if ($begin_strip >= 0) {
// Clean first and last lines
$content[$begin_strip] = preg_replace($begin_match, '', $content[$begin_strip]);
}
if ($end_strip >= 0) {
// Clean first and last lines
$content[$end_strip] = preg_replace($end_match, '', $content[$end_strip]);
}
if ($begin_strip >= 0) {
$length = count($content);
// Use end strip if set
if ($end_strip >= 0 && $end_strip < $length) {
$length = $end_strip;
}
for ($i = $begin_strip + 1; $i < $length; $i++) {
unset($content[$i]);
}
}
$to_keep = array();
// Aditional clean for thunderbird
foreach ($content as $ID => $val) {
if (!isset($val[0]) || $val[0] != '>') {
$to_keep[$ID] = $ID;
}
}
$tkt['content'] = "";
foreach ($to_keep as $ID) {
$tkt['content'] .= $content[$ID] . "\n";
}
// Do not play rules for followups : WRONG : play rules only for refuse options
//$play_rules = false;
} else {
// => to handle link in Ticket->post_addItem()
$tkt['_linkedto'] = $tkt['tickets_id'];
unset($tkt['tickets_id']);
}
}
// Add message from getAttached
if ($this->addtobody) {
$tkt['content'] .= $this->addtobody;
}
$tkt['name'] = $this->textCleaner($head['subject']);
if (!isset($tkt['tickets_id'])) {
// Which entity ?
//$tkt['entities_id']=$this->fields['entities_id'];
//$tkt['Subject']= $head['subject']; // not use for the moment
// Medium
$tkt['urgency'] = "3";
// No hardware associated
$tkt['itemtype'] = "";
// Mail request type
} else {
// Reopen if needed
$tkt['add_reopen'] = 1;
}
$tkt['requesttypes_id'] = RequestType::getDefault('mail');
if ($play_rules) {
$rule_options['ticket'] = $tkt;
$rule_options['headers'] = $head;
$rule_options['mailcollector'] = $options['mailgates_id'];
$rule_options['_users_id_requester'] = $tkt['_users_id_requester'];
$rulecollection = new RuleMailCollectorCollection();
$output = $rulecollection->processAllRules(array(), array(), $rule_options);
// New ticket : compute all
if (!isset($tkt['tickets_id'])) {
foreach ($output as $key => $value) {
$tkt[$key] = $value;
}
} else {
// Followup only copy refuse data
$tobecopied = array('_refuse_email_no_response', '_refuse_email_with_response');
foreach ($tobecopied as $val) {
if (isset($output[$val])) {
$tkt[$val] = $output[$val];
}
}
}
}
$tkt = Toolbox::addslashes_deep($tkt);
return $tkt;
}
/**
* clone of function Ticket::showFormHelpdesk()
*/
static function getHelpdesk($ID = 0, $ticket_template = false)
{
global $DB, $CFG_GLPI;
// * Added by plugin survey ticket
$ticket = new Ticket();
// * End of adding
if (!Session::haveRight("create_ticket", "1")) {
return false;
}
if (!$ticket_template && (Session::haveRight('validate_incident', 1) || Session::haveRight('validate_request', 1))) {
$opt = array();
$opt['reset'] = 'reset';
$opt['field'][0] = 55;
// validation status
$opt['searchtype'][0] = 'equals';
$opt['contains'][0] = 'waiting';
$opt['link'][0] = 'AND';
$opt['field'][1] = 59;
// validation aprobator
$opt['searchtype'][1] = 'equals';
$opt['contains'][1] = Session::getLoginUserID();
$opt['link'][1] = 'AND';
$url_validate = $CFG_GLPI["root_doc"] . "/front/ticket.php?" . Toolbox::append_params($opt, '&');
if (TicketValidation::getNumberTicketsToValidate(Session::getLoginUserID()) > 0) {
echo "<a href='{$url_validate}' title=\"" . __s('Ticket waiting for your approval') . "\"\n alt=\"" . __s('Ticket waiting for your approval') . "\">" . __('Tickets awaiting approval') . "</a><br><br>";
}
}
$query = "SELECT `realname`, `firstname`, `name`\n FROM `glpi_users`\n WHERE `id` = '{$ID}'";
$result = $DB->query($query);
$email = UserEmail::getDefaultForUser($ID);
// Set default values...
$default_values = array('_users_id_requester_notif' => array('use_notification' => $email == "" ? 0 : 1), 'nodelegate' => 1, '_users_id_requester' => 0, 'name' => '', 'content' => '', 'itilcategories_id' => 0, 'locations_id' => 0, 'urgency' => 3, 'itemtype' => '', 'items_id' => 0, 'entities_id' => $_SESSION['glpiactive_entity'], 'plan' => array(), 'global_validation' => 'none', 'due_date' => 'NULL', 'slas_id' => 0, '_add_validation' => 0, 'type' => Entity::getUsedConfig('tickettype', $_SESSION['glpiactive_entity'], '', Ticket::INCIDENT_TYPE), '_right' => "id");
// Get default values from posted values on reload form
if (!$ticket_template) {
if (isset($_POST)) {
$values = $_POST;
}
}
// Restore saved value or override with page parameter
$saved = $ticket->restoreInput();
foreach ($default_values as $name => $value) {
if (!isset($values[$name])) {
if (isset($saved[$name])) {
$values[$name] = $saved[$name];
} else {
$values[$name] = $value;
}
}
}
if (!$ticket_template) {
echo "<form method='post' name='helpdeskform' action='" . $CFG_GLPI["root_doc"] . "/front/tracking.injector.php' enctype='multipart/form-data'>";
}
$delegating = User::getDelegateGroupsForUser($values['entities_id']);
if (count($delegating)) {
echo "<div class='center'><table class='tab_cadre_fixe'>";
echo "<tr><th colspan='2'>" . __('This ticket concerns me') . " ";
$rand = Dropdown::showYesNo("nodelegate", $values['nodelegate']);
$params = array('nodelegate' => '__VALUE__', 'rand' => $rand, 'right' => "delegate", '_users_id_requester' => $values['_users_id_requester'], '_users_id_requester_notif' => $values['_users_id_requester_notif'], 'use_notification' => $values['_users_id_requester_notif']['use_notification'], 'entity_restrict' => $_SESSION["glpiactive_entity"]);
Ajax::UpdateItemOnSelectEvent("dropdown_nodelegate" . $rand, "show_result" . $rand, $CFG_GLPI["root_doc"] . "/ajax/dropdownDelegationUsers.php", $params);
if ($CFG_GLPI['use_check_pref'] && $values['nodelegate']) {
echo "</th><th>" . __('Check your personnal information');
}
echo "</th></tr>";
echo "<tr class='tab_bg_1'><td colspan='2' class='center'>";
echo "<div id='show_result{$rand}'>";
$self = new Ticket();
if ($values["_users_id_requester"] == 0) {
$values['_users_id_requester'] = Session::getLoginUserID();
} else {
$values['_right'] = "delegate";
}
$self->showActorAddFormOnCreate(CommonITILActor::REQUESTER, $values);
echo "</div>";
if ($CFG_GLPI['use_check_pref'] && $values['nodelegate']) {
echo "</td><td class='center'>";
User::showPersonalInformation(Session::getLoginUserID());
}
echo "</td></tr>";
echo "</table></div>";
echo "<input type='hidden' name='_users_id_recipient' value='" . Session::getLoginUserID() . "'>";
} else {
// User as requester
$values['_users_id_requester'] = Session::getLoginUserID();
if ($CFG_GLPI['use_check_pref']) {
echo "<div class='center'><table class='tab_cadre_fixe'>";
echo "<tr><th>" . __('Check your personnal information') . "</th></tr>";
echo "<tr class='tab_bg_1'><td class='center'>";
User::showPersonalInformation(Session::getLoginUserID());
echo "</td></tr>";
echo "</table></div>";
}
}
echo "<input type='hidden' name='_from_helpdesk' value='1'>";
echo "<input type='hidden' name='requesttypes_id' value='" . RequestType::getDefault('helpdesk') . "'>";
// Load ticket template if available :
$tt = $ticket->getTicketTemplateToUse($ticket_template, $values['type'], $values['itilcategories_id'], $_SESSION["glpiactive_entity"]);
// Predefined fields from template : reset them
if (isset($values['_predefined_fields'])) {
$values['_predefined_fields'] = Toolbox::decodeArrayFromInput($values['_predefined_fields']);
} else {
$values['_predefined_fields'] = array();
}
// Store predefined fields to be able not to take into account on change template
$predefined_fields = array();
if (isset($tt->predefined) && count($tt->predefined)) {
foreach ($tt->predefined as $predeffield => $predefvalue) {
if (isset($values[$predeffield]) && isset($default_values[$predeffield])) {
// Is always default value : not set
// Set if already predefined field
// Set if ticket template change
if ($values[$predeffield] == $default_values[$predeffield] || isset($values['_predefined_fields'][$predeffield]) && $values[$predeffield] == $values['_predefined_fields'][$predeffield] || isset($values['_tickettemplates_id']) && $values['_tickettemplates_id'] != $tt->getID()) {
$values[$predeffield] = $predefvalue;
$predefined_fields[$predeffield] = $predefvalue;
}
} else {
// Not defined options set as hidden field
echo "<input type='hidden' name='{$predeffield}' value='{$predefvalue}'>";
}
}
} else {
// No template load : reset predefined values
if (count($values['_predefined_fields'])) {
foreach ($values['_predefined_fields'] as $predeffield => $predefvalue) {
if ($values[$predeffield] == $predefvalue) {
$values[$predeffield] = $default_values[$predeffield];
}
}
}
}
if ($CFG_GLPI['urgency_mask'] == 1 << 3 || $tt->isHiddenField('urgency')) {
// Dont show dropdown if only 1 value enabled or field is hidden
echo "<input type='hidden' name='urgency' value='" . $values['urgency'] . "'>";
}
// Display predefined fields if hidden
if ($tt->isHiddenField('itemtype')) {
echo "<input type='hidden' name='itemtype' value='" . $values['itemtype'] . "'>";
echo "<input type='hidden' name='items_id' value='" . $values['items_id'] . "'>";
}
if ($tt->isHiddenField('locations_id')) {
echo "<input type='hidden' name='locations_id' value='" . $values['locations_id'] . "'>";
}
echo "<input type='hidden' name='entities_id' value='" . $_SESSION["glpiactive_entity"] . "'>";
echo "<div class='center'><table class='tab_cadre_fixe'>";
echo "<tr><th>" . __('Describe the incident or request') . "</th><th>";
if (Session::isMultiEntitiesMode()) {
echo "(" . Dropdown::getDropdownName("glpi_entities", $_SESSION["glpiactive_entity"]) . ")";
}
echo "</th></tr>";
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Type'), $tt->getMandatoryMark('type')) . "</td>";
echo "<td>";
Ticket::dropdownType('type', array('value' => $values['type'], 'on_change' => 'submit()'));
echo "</td></tr>";
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Category'), $tt->getMandatoryMark('itilcategories_id')) . "</td>";
echo "<td>";
$condition = "`is_helpdeskvisible`='1'";
switch ($values['type']) {
case Ticket::DEMAND_TYPE:
$condition .= " AND `is_request`='1'";
break;
default:
// Ticket::INCIDENT_TYPE :
$condition .= " AND `is_incident`='1'";
}
$opt = array('value' => $values['itilcategories_id'], 'condition' => $condition, 'on_change' => 'submit()');
if ($values['itilcategories_id'] && $tt->isMandatoryField("itilcategories_id")) {
$opt['display_emptychoice'] = false;
}
ITILCategory::dropdown($opt);
echo "</td></tr>";
if ($CFG_GLPI['urgency_mask'] != 1 << 3) {
if (!$tt->isHiddenField('urgency')) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Urgency'), $tt->getMandatoryMark('urgency')) . "</td>";
echo "<td>";
Ticket::dropdownUrgency(array('value' => $values["urgency"]));
echo "</td></tr>";
}
}
if (empty($delegating) && NotificationTargetTicket::isAuthorMailingActivatedForHelpdesk()) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . __('Inform me about the actions taken') . "</td>";
echo "<td>";
if ($values["_users_id_requester"] == 0) {
$values['_users_id_requester'] = Session::getLoginUserID();
}
$_POST['value'] = $values['_users_id_requester'];
$_POST['field'] = '_users_id_requester_notif';
$_POST['use_notification'] = $values['_users_id_requester_notif']['use_notification'];
include GLPI_ROOT . "/ajax/uemailUpdate.php";
echo "</td></tr>";
}
if ($_SESSION["glpiactiveprofile"]["helpdesk_hardware"] != 0) {
if (!$tt->isHiddenField('itemtype')) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Hardware type'), $tt->getMandatoryMark('itemtype')) . "</td>";
echo "<td>";
Ticket::dropdownMyDevices($values['_users_id_requester'], $_SESSION["glpiactive_entity"], $values['itemtype'], $values['items_id']);
Ticket::dropdownAllDevices("itemtype", $values['itemtype'], $values['items_id'], 0, $values['_users_id_requester'], $_SESSION["glpiactive_entity"]);
echo "<span id='item_ticket_selection_information'></span>";
echo "</td></tr>";
}
}
if (!$tt->isHiddenField('locations_id')) {
echo "<tr class='tab_bg_1'><td>";
printf(__('%1$s%2$s'), __('Location'), $tt->getMandatoryMark('locations_id'));
echo "</td><td>";
Location::dropdown(array('value' => $values["locations_id"]));
echo "</td></tr>";
}
if (!$tt->isHiddenField('name') || $tt->isPredefinedField('name')) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Title'), $tt->getMandatoryMark('name')) . "</td>";
echo "<td><input type='text' maxlength='250' size='80' name='name'\n value=\"" . $values['name'] . "\"></td></tr>";
}
if (!$tt->isHiddenField('content') || $tt->isPredefinedField('content')) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s%2$s'), __('Description'), $tt->getMandatoryMark('content')) . "</td>";
// * Changed by plugin surveyticket
// * Added by plugin surveyticket
$psTicketTemplate = new PluginSurveyticketTicketTemplate();
$psSurvey = new PluginSurveyticketSurvey();
$plugin_surveyticket_surveys_id = 0;
$a_tickettemplates = current($psTicketTemplate->find("`tickettemplates_id`='" . $tt->fields['id'] . "'\n AND `type`='" . $values['type'] . "'\n AND `is_helpdesk`='1'"));
if (isset($a_tickettemplates['plugin_surveyticket_surveys_id'])) {
echo "<td>";
$psSurvey = new PluginSurveyticketSurvey();
$psSurvey->getFromDB($a_tickettemplates['plugin_surveyticket_surveys_id']);
if ($psSurvey->fields['is_active'] == 1) {
$plugin_surveyticket_surveys_id = $a_tickettemplates['plugin_surveyticket_surveys_id'];
$psSurvey = new PluginSurveyticketSurvey();
$psSurvey->startSurvey($plugin_surveyticket_surveys_id);
}
} else {
echo "<td><textarea name='content' cols='80' rows='14'>" . $values['content'] . "</textarea>";
}
// * End of change
echo "</td></tr>";
}
echo "<tr class='tab_bg_1'>";
echo "<td>" . sprintf(__('%1$s (%2$s)'), __('File'), Document::getMaxUploadSize());
echo "<img src='" . $CFG_GLPI["root_doc"] . "/pics/aide.png' class='pointer' alt='" . __s('Help') . "' onclick=\"window.open('" . $CFG_GLPI["root_doc"] . "/front/documenttype.list.php','Help','scrollbars=1,resizable=1,width=1000,height=800')\">";
echo " ";
Ticket::showDocumentAddButton(60);
echo "</td>";
echo "<td><div id='uploadfiles'><input type='file' name='filename[]' value='' size='60'></div>";
echo "</td></tr>";
if (!$ticket_template) {
echo "<tr class='tab_bg_1'>";
echo "<td colspan='2' class='center'>";
if ($tt->isField('id') && $tt->fields['id'] > 0) {
echo "<input type='hidden' name='_tickettemplates_id' value='" . $tt->fields['id'] . "'>";
echo "<input type='hidden' name='_predefined_fields'\n value=\"" . Toolbox::prepareArrayForInput($predefined_fields) . "\">";
}
echo "<input type='submit' name='add' value=\"" . __s('Submit message') . "\" class='submit'>";
echo "</td></tr>";
}
echo "</table></div>";
if (!$ticket_template) {
Html::closeForm();
}
}
function prepareInputForAdd($input)
{
global $CFG_GLPI, $LANG;
// Check mandatory
$mandatory_ok = true;
// Do not check mandatory on auto import (mailgates)
if (!isset($input['_auto_import'])) {
$_SESSION["helpdeskSaved"] = $input;
if (!isset($input["urgency"])) {
addMessageAfterRedirect($LANG['tracking'][4], false, ERROR);
$mandatory_ok = false;
}
if ($CFG_GLPI["is_ticket_content_mandatory"] && (!isset($input['content']) || empty($input['content']))) {
addMessageAfterRedirect($LANG['tracking'][8], false, ERROR);
$mandatory_ok = false;
}
if ($CFG_GLPI["is_ticket_title_mandatory"] && (!isset($input['name']) || empty($input['name']))) {
addMessageAfterRedirect($LANG['help'][40], false, ERROR);
$mandatory_ok = false;
}
if ($CFG_GLPI["is_ticket_category_mandatory"] && (!isset($input['ticketcategories_id']) || empty($input['ticketcategories_id']))) {
addMessageAfterRedirect($LANG['help'][41], false, ERROR);
$mandatory_ok = false;
}
// if (isset($input['use_email_notification']) && $input['use_email_notification']
// && (!isset($input['user_email']) || empty($input['user_email']))) {
//
// addMessageAfterRedirect($LANG['help'][16], false, ERROR);
// $mandatory_ok = false;
// }
if (!$mandatory_ok) {
return false;
}
}
if (!isset($input["urgency"]) || !($CFG_GLPI['urgency_mask'] & 1 << $input["urgency"])) {
$input["urgency"] = 3;
}
if (!isset($input["impact"]) || !($CFG_GLPI['impact_mask'] & 1 << $input["impact"])) {
$input["impact"] = 3;
}
if (!isset($input["priority"])) {
$input["priority"] = $this->computePriority($input["urgency"], $input["impact"]);
}
unset($_SESSION["helpdeskSaved"]);
// No Auto set Import for external source
if (!isset($input['_auto_import'])) {
if (!isset($input["_users_id_requester"])) {
if ($uid = getLoginUserID()) {
$input["_users_id_requester"] = $uid;
}
}
}
// set last updater
if ($lastupdater = getLoginUserID(true)) {
$input['users_id_lastupdater'] = $lastupdater;
}
// No Auto set Import for external source
if (($uid = getLoginUserID()) && !isset($input['_auto_import'])) {
$input["users_id_recipient"] = $uid;
} else {
if (isset($input["_users_id_requester"]) && $input["_users_id_requester"]) {
$input["users_id_recipient"] = $input["_users_id_requester"];
}
}
if (!isset($input["requesttypes_id"])) {
$input["requesttypes_id"] = RequestType::getDefault('helpdesk');
}
if (!isset($input["status"])) {
$input["status"] = "new";
}
if (!isset($input['global_validation'])) {
$input['global_validation'] = 'none';
}
if (!isset($input["date"]) || empty($input["date"])) {
$input["date"] = $_SESSION["glpi_currenttime"];
}
if (!isset($input["_users_id_assign"])) {
$input["_users_id_assign"] = 0;
}
if (!isset($input["_groups_id_assign"])) {
$input["_groups_id_assign"] = 0;
}
// Set default dropdown
$dropdown_fields = array('entities_id', 'items_id', 'suppliers_id_assign', 'ticketcategories_id');
foreach ($dropdown_fields as $field) {
if (!isset($input[$field])) {
$input[$field] = 0;
}
}
if (!isset($input['itemtype']) || !($input['items_id'] > 0)) {
$input['itemtype'] = '';
}
$item = NULL;
if ($input["items_id"] > 0 && !empty($input["itemtype"])) {
if (class_exists($input["itemtype"])) {
$item = new $input["itemtype"]();
if (!$item->getFromDB($input["items_id"])) {
$item = NULL;
}
}
}
// Auto group define from item
// if ($item != NULL) {
// if ($item->isField('groups_id')
// && (!isset($input["_groups_id_requester"]) || $input["_groups_id_requester"]==0)) {
// $input["_groups_id_requester"] = $item->getField('groups_id');
// }
// }
// Manage auto assign
$entitydata = new EntityData();
$auto_assign_mode = $CFG_GLPI['auto_assign_mode'];
if ($entitydata->getFromDB($input['entities_id'])) {
$auto_assign_mode = $entitydata->getField('auto_assign_mode');
// Set global config value
if ($auto_assign_mode == -1) {
$auto_assign_mode = $CFG_GLPI['auto_assign_mode'];
}
}
switch ($auto_assign_mode) {
case NO_AUTO_ASSIGN:
break;
case AUTO_ASSIGN_HARDWARE_CATEGORY:
// Auto assign tech from item
if ($input["_users_id_assign"] == 0 && $item != NULL) {
if ($item->isField('users_id_tech')) {
$input["_users_id_assign"] = $item->getField('users_id_tech');
if ($input["_users_id_assign"] > 0) {
$input["status"] = "assign";
}
}
}
// Auto assign tech/group from Category
if ($input['ticketcategories_id'] > 0 && (!$input['_users_id_assign'] || !$input['_groups_id_assign'])) {
$cat = new TicketCategory();
$cat->getFromDB($input['ticketcategories_id']);
if (!$input['_users_id_assign'] && $cat->isField('users_id')) {
$input['_users_id_assign'] = $cat->getField('users_id');
}
if (!$input['_groups_id_assign'] && $cat->isField('groups_id')) {
$input['_groups_id_assign'] = $cat->getField('groups_id');
}
}
break;
case AUTO_ASSIGN_CATEGORY_HARDWARE:
// Auto assign tech/group from Category
if ($input['ticketcategories_id'] > 0 && (!$input['_users_id_assign'] || !$input['_groups_id_assign'])) {
$cat = new TicketCategory();
$cat->getFromDB($input['ticketcategories_id']);
if (!$input['_users_id_assign'] && $cat->isField('users_id')) {
$input['_users_id_assign'] = $cat->getField('users_id');
}
if (!$input['_groups_id_assign'] && $cat->isField('groups_id')) {
$input['_groups_id_assign'] = $cat->getField('groups_id');
}
}
// Auto assign tech from item
if ($input["_users_id_assign"] == 0 && $item != NULL) {
if ($item->isField('users_id_tech')) {
$input["_users_id_assign"] = $item->getField('users_id_tech');
if ($input["_users_id_assign"] > 0) {
$input["status"] = "assign";
}
}
}
break;
}
// Process Business Rules
$rules = new RuleTicketCollection($input['entities_id']);
// Set unset variables with are needed
$user = new User();
if (isset($input["_users_id_requester"]) && $user->getFromDB($input["_users_id_requester"])) {
$input['users_locations'] = $user->fields['locations_id'];
}
$input = $rules->processAllRules($input, $input, array('recursive' => true));
// if (isset($input["use_email_notification"])
// && $input["use_email_notification"]
// && empty($input["user_email"])) {
//
// if ($user->getFromDB($input["users_id"])) {
// $input["user_email"] = $user->fields["email"];
// }
// }
if ((isset($input["_users_id_assign"]) && $input["_users_id_assign"] > 0 || isset($input["_groups_id_assign"]) && $input["_groups_id_assign"] > 0 || isset($input["suppliers_id_assign"]) && $input["suppliers_id_assign"] > 0) && $input["status"] == "new") {
$input["status"] = "assign";
}
if (isset($input["hour"]) && isset($input["minute"])) {
$input["actiontime"] = $input["hour"] * HOUR_TIMESTAMP + $input["minute"] * MINUTE_TIMESTAMP;
$input["_hour"] = $input["hour"];
$input["_minute"] = $input["minute"];
unset($input["hour"]);
unset($input["minute"]);
}
if (isset($input["status"]) && $input["status"] == "solved") {
if (isset($input["date"])) {
$input["solvedate"] = $input["date"];
} else {
$input["solvedate"] = $_SESSION["glpi_currenttime"];
}
}
if (isset($input["status"]) && $input["status"] == "closed") {
if (isset($input["date"])) {
$input["closedate"] = $input["date"];
} else {
$input["closedate"] = $_SESSION["glpi_currenttime"];
}
$input['solvedate'] = $input["closedate"];
}
// Set begin waiting time if status is waiting
if (isset($input["status"]) && $input["status"] == "waiting") {
$input['begin_waiting_date'] = $input['date'];
}
// No name set name
if (empty($input["name"])) {
$input["name"] = preg_replace('/\\r\\n/', ' ', $input['content']);
$input["name"] = preg_replace('/\\n/', ' ', $input['name']);
$input["name"] = utf8_substr($input['name'], 0, 70);
}
//// Manage SLA assignment
// due date defined : no SLA
if (isset($input["due_date"]) && $input['due_date'] != 'NULL') {
// Valid due date
if ($input['due_date'] > $input['date']) {
if (isset($input["slas_id"])) {
unset($input["slas_id"]);
}
} else {
// Unset due date
unset($input["due_date"]);
}
}
if (isset($input["slas_id"]) && $input["slas_id"] > 0) {
$sla = new SLA();
if ($sla->getFromDB($input["slas_id"])) {
// Get first SLA Level
$input["slalevels_id"] = SlaLevel::getFirstSlaLevel($input["slas_id"]);
// Compute due_date
$input['due_date'] = $sla->computeDueDate($input['date']);
$input['sla_waiting_duration'] = 0;
} else {
$input["slalevels_id"] = 0;
$input["slas_id"] = 0;
$input['sla_waiting_duration'] = 0;
}
}
// auto set type if not set
if (!isset($input["type"])) {
$input['type'] = EntityData::getUsedConfig('tickettype', $input['entities_id']);
}
return $input;
}
/**
* Print the helpdesk
*
* @param $ID int : ID of the user who want to display the Helpdesk
* @param $from_helpdesk int : is display from the helpdesk.php ?
*
* @return nothing (print the helpdesk)
**/
function printHelpDesk($ID, $from_helpdesk)
{
global $DB, $CFG_GLPI, $LANG;
if (!haveRight("create_ticket", "1")) {
return false;
}
if (haveRight('validate_ticket', 1)) {
$opt = array();
$opt['reset'] = 'reset';
$opt['field'][0] = 55;
// validation status
$opt['searchtype'][0] = 'equals';
$opt['contains'][0] = 'waiting';
$opt['link'][0] = 'AND';
$opt['field'][1] = 59;
// validation aprobator
$opt['searchtype'][1] = 'equals';
$opt['contains'][1] = getLoginUserID();
$opt['link'][1] = 'AND';
$url_validate = $CFG_GLPI["root_doc"] . "/front/ticket.php?" . append_params($opt, '&');
if (TicketValidation::getNumberTicketsToValidate(getLoginUserID()) > 0) {
echo "<a href='{$url_validate}' title=\"" . $LANG['validation'][15] . "\"\n alt=\"" . $LANG['validation'][15] . "\">" . $LANG['validation'][33] . "</a><br><br>";
}
}
$query = "SELECT `email`, `realname`, `firstname`, `name`\n FROM `glpi_users`\n WHERE `id` = '{$ID}'";
$result = $DB->query($query);
$email = $DB->result($result, 0, "email");
// Get saved data from a back system
$use_email_notification = 1;
if ($email == "") {
$use_email_notification = 0;
}
$itemtype = 0;
$items_id = "";
$content = "";
$title = "";
$ticketcategories_id = 0;
$urgency = 3;
$type = 0;
if (isset($_SESSION["helpdeskSaved"]['_users_id_requester_notif']) && isset($_SESSION["helpdeskSaved"]['_users_id_requester_notif']['use_notification'])) {
$use_email_notification = stripslashes($_SESSION["helpdeskSaved"]['_users_id_requester_notif']['use_notification']);
}
if (isset($_SESSION["helpdeskSaved"]["email"])) {
$email = stripslashes($_SESSION["helpdeskSaved"]["user_email"]);
}
if (isset($_SESSION["helpdeskSaved"]["itemtype"])) {
$itemtype = stripslashes($_SESSION["helpdeskSaved"]["itemtype"]);
}
if (isset($_SESSION["helpdeskSaved"]["items_id"])) {
$items_id = stripslashes($_SESSION["helpdeskSaved"]["items_id"]);
}
if (isset($_SESSION["helpdeskSaved"]["content"])) {
$content = cleanPostForTextArea($_SESSION["helpdeskSaved"]["content"]);
}
if (isset($_SESSION["helpdeskSaved"]["name"])) {
$title = stripslashes($_SESSION["helpdeskSaved"]["name"]);
}
if (isset($_SESSION["helpdeskSaved"]["ticketcategories_id"])) {
$ticketcategories_id = stripslashes($_SESSION["helpdeskSaved"]["ticketcategories_id"]);
}
if (isset($_SESSION["helpdeskSaved"]["type"])) {
$type = stripslashes($_SESSION["helpdeskSaved"]["type"]);
}
if (isset($_SESSION["helpdeskSaved"]["urgency"])) {
$urgency = stripslashes($_SESSION["helpdeskSaved"]["urgency"]);
}
unset($_SESSION["helpdeskSaved"]);
echo "<form method='post' name='helpdeskform' action='" . $CFG_GLPI["root_doc"] . "/front/tracking.injector.php' enctype='multipart/form-data'>";
echo "<input type='hidden' name='_from_helpdesk' value='{$from_helpdesk}'>";
echo "<input type='hidden' name='requesttypes_id' value='" . RequestType::getDefault('helpdesk') . "'>";
if ($CFG_GLPI['urgency_mask'] == 1 << 3) {
// Dont show dropdown if only 1 value enabled
echo "<input type='hidden' name='urgency' value='3'>";
}
echo "<input type='hidden' name='entities_id' value='" . $_SESSION["glpiactive_entity"] . "'>";
echo "<div class='center'><table class='tab_cadre'>";
echo "<tr><th colspan='2'>" . $LANG['job'][11] . " : ";
if (isMultiEntitiesMode()) {
echo " (" . Dropdown::getDropdownName("glpi_entities", $_SESSION["glpiactive_entity"]) . ")";
}
echo "</th></tr>";
if ($CFG_GLPI['urgency_mask'] != 1 << 3) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . $LANG['joblist'][29] . " : </td>";
echo "<td>";
Ticket::dropdownUrgency("urgency", $urgency);
echo "</td></tr>";
}
if (NotificationTargetTicket::isAuthorMailingActivatedForHelpdesk()) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . $LANG['help'][8] . " : </td>";
echo "<td>";
$_REQUEST['value'] = getLoginUserID();
$_REQUEST['field'] = '_users_id_requester_notif';
$_REQUEST['use_notification'] = $use_email_notification;
include GLPI_ROOT . "/ajax/uemailUpdate.php";
echo "</td></tr>";
}
if ($_SESSION["glpiactiveprofile"]["helpdesk_hardware"] != 0) {
echo "<tr class='tab_bg_1'>";
echo "<td>" . $LANG['help'][24] . " : </td>";
echo "<td>";
Ticket::dropdownMyDevices(getLoginUserID(), $_SESSION["glpiactive_entity"]);
Ticket::dropdownAllDevices("itemtype", $itemtype, $items_id, 0, $_SESSION["glpiactive_entity"]);
echo "</td></tr>";
}
echo "<tr class='tab_bg_1'>";
echo "<td>" . $LANG['common'][17] . " : </td><td>";
Ticket::dropdownType('type', $type);
echo "</td></tr>";
echo "<tr class='tab_bg_1'>";
echo "<td>" . $LANG['common'][36] . " : </td><td>";
Dropdown::show('TicketCategory', array('value' => $ticketcategories_id, 'condition' => '`is_helpdeskvisible`=1'));
echo "</td></tr>";
echo "<tr class='tab_bg_1'>";
echo "<td>" . $LANG['common'][57] . " : </td>";
echo "<td><input type='text' maxlength='250' size='50' name='name' value='{$title}'></td></tr>";
echo "<tr class='tab_bg_1'>";
echo "<td colspan='2'><textarea name='content' cols='78' rows='14'>{$content}</textarea>";
echo "</td></tr>";
echo "<tr class='tab_bg_1'>";
echo "<td>" . $LANG['document'][2] . " (" . Document::getMaxUploadSize() . ") : ";
echo "<img src='" . $CFG_GLPI["root_doc"] . "/pics/aide.png' class='pointer' alt='" . $LANG['central'][7] . "' onclick=\"window.open('" . $CFG_GLPI["root_doc"] . "/front/documenttype.list.php','Help','scrollbars=1,resizable=1,width=1000,height=800')\">";
echo "</td>";
echo "<td><input type='file' name='filename' value='' size='25'></td></tr>";
echo "<tr class='tab_bg_1'>";
echo "<td colspan='2' class='center'>";
echo "<input type='submit' value=\"" . $LANG['help'][14] . "\" class='submit'>";
echo "</td></tr>";
echo "</table></div></form>";
}
/** function buildTicket - Builds,and returns, the major structure of the ticket to be entered.
*
* @param $i mail ID
* @param $options array options
*
* @return ticket fields array
*/
function buildTicket($i, $options = array())
{
$play_rules = isset($options['play_rules']) && $options['play_rules'];
$head = $this->getHeaders($i);
// Get Header Info Return Array Of Headers
// **Key Are (subject,to,toOth,toNameOth,from,fromName)
$tkt = array();
$tkt['_blacklisted'] = false;
// Detect if it is a mail reply
$glpi_message_match = "/GLPI-([0-9]+)\\.[0-9]+\\.[0-9]+@\\w*/";
// Check if email not send by GLPI : if yes -> blacklist
if (preg_match($glpi_message_match, $head['message_id'], $match)) {
$tkt['_blacklisted'] = true;
return $tkt;
}
// max size = 0 : no import attachments
if ($this->fields['filesize_max'] > 0) {
if (is_writable(GLPI_DOC_DIR . "/_tmp/")) {
$_FILES = $this->getAttached($i, GLPI_DOC_DIR . "/_tmp/", $this->fields['filesize_max']);
} else {
logInFile('mailgate', GLPI_DOC_DIR . "/_tmp/ is not writable");
}
}
// Who is the user ?
$tkt['_users_id_requester'] = User::getOrImportByEmail($head['from']);
$tkt["_users_id_requester_notif"]['use_notification'] = 1;
if (!$tkt['_users_id_requester']) {
$tkt["_users_id_requester_notif"]['alternative_email'] = $head['from'];
}
// Add to and cc as additional observer if user found
if (count($head['ccs'])) {
foreach ($head['ccs'] as $cc) {
if ($cc != $head['from'] && strcasecmp($cc, $this->fields['name']) && ($tmp = User::getOrImportByEmail($cc)) > 0) {
$tkt['_additional_observers'][] = array('users_id' => $tmp, 'use_notification' => 1);
}
}
}
if (count($head['tos'])) {
foreach ($head['tos'] as $to) {
if ($to != $head['from'] && strcasecmp($to, $this->fields['name']) && ($tmp = User::getOrImportByEmail($to, false)) > 0) {
$tkt['_additional_observers'][] = array('users_id' => $tmp, 'use_notification' => 1);
}
}
}
// Auto_import
$tkt['_auto_import'] = 1;
// For followup : do not check users_id = login user
$tkt['_do_not_check_users_id'] = 1;
$body = $this->getBody($i);
// Do it before using charset variable
$head['subject'] = $this->decodeMimeString($head['subject']);
$tkt['_head'] = $head;
if (!empty($this->charset) && !$this->body_converted) {
$body = encodeInUtf8($body, $this->charset);
$this->body_converted = true;
}
if (!seems_utf8($body)) {
$tkt['content'] = encodeInUtf8($body);
} else {
$tkt['content'] = $body;
}
// Add message from getAttached
if ($this->addtobody) {
$tkt['content'] .= $this->addtobody;
}
// See In-Reply-To field
if (isset($head['in_reply_to'])) {
if (preg_match($glpi_message_match, $head['in_reply_to'], $match)) {
$tkt['tickets_id'] = intval($match[1]);
}
}
// See in References
if (!isset($tkt['tickets_id']) && isset($head['references'])) {
if (preg_match($glpi_message_match, $head['references'], $match)) {
$tkt['tickets_id'] = intval($match[1]);
}
}
// See in title
if (!isset($tkt['tickets_id']) && preg_match('/\\[GLPI #(\\d+)\\]/', $head['subject'], $match)) {
$tkt['tickets_id'] = intval($match[1]);
}
// Found ticket link
if (isset($tkt['tickets_id'])) {
// it's a reply to a previous ticket
$job = new Ticket();
// Check if ticket exists and users_id exists in GLPI
/// TODO check if users_id have right to add a followup to the ticket
if ($job->getFromDB($tkt['tickets_id']) && $job->fields['status'] != 'closed' && ($tkt['_users_id_requester'] > 0 || Ticket_User::isAlternateEmailForTicket($tkt['tickets_id'], $head['from']))) {
$content = explode("\n", $tkt['content']);
$tkt['content'] = "";
$first_comment = true;
$to_keep = array();
foreach ($content as $ID => $val) {
if (isset($val[0]) && $val[0] == '>') {
// Delete line at the top of the first comment
if ($first_comment) {
$first_comment = false;
if (isset($to_keep[$ID - 1])) {
unset($to_keep[$ID - 1]);
}
}
} else {
$to_keep[$ID] = $ID;
}
}
foreach ($to_keep as $ID) {
$tkt['content'] .= $content[$ID] . "\n";
}
// Do not play rules for followups : WRONG : play rules only for refuse options
//$play_rules = false;
} else {
// => to handle link in Ticket->post_addItem()
$tkt['_linkedto'] = $tkt['tickets_id'];
unset($tkt['tickets_id']);
}
}
$tkt['name'] = $this->textCleaner($head['subject']);
if (!isset($tkt['tickets_id'])) {
// Which entity ?
//$tkt['entities_id']=$this->fields['entities_id'];
//$tkt['Subject']= $head['subject']; // not use for the moment
// Medium
$tkt['urgency'] = "3";
// No hardware associated
$tkt['itemtype'] = "";
// Mail request type
} else {
// Reopen if needed
$tkt['add_reopen'] = 1;
}
$tkt['requesttypes_id'] = RequestType::getDefault('mail');
$tkt['content'] = clean_cross_side_scripting_deep(html_clean($tkt['content']));
if ($play_rules) {
$rule_options['ticket'] = $tkt;
$rule_options['headers'] = $head;
$rule_options['mailcollector'] = $options['mailgates_id'];
$rule_options['_users_id_requester'] = $tkt['_users_id_requester'];
$rulecollection = new RuleMailCollectorCollection();
$output = $rulecollection->processAllRules(array(), array(), $rule_options);
// New ticket : compute all
if (!isset($tkt['tickets_id'])) {
foreach ($output as $key => $value) {
$tkt[$key] = $value;
}
} else {
// Followup only copy refuse data
$tobecopied = array('_refuse_email_no_response', '_refuse_email_with_response');
foreach ($tobecopied as $val) {
if (isset($output[$val])) {
$tkt[$val] = $output[$val];
}
}
}
}
$tkt = addslashes_deep($tkt);
return $tkt;
}
/** form for soluce's approbation
*
* @param $ticket Object : the ticket
**/
function showApprobationForm($ticket)
{
global $DB, $LANG, $CFG_GLPI;
$input = array('tickets_id' => $ticket->getField('id'));
if ($ticket->fields["status"] == 'solved' && $ticket->canApprove()) {
echo "<form name='form' method='post' action='" . $this->getFormURL() . "'>";
echo "<table class='tab_cadre_fixe'>";
echo "<tr><th colspan='4'>" . $LANG['job'][51] . "</th></tr>";
echo "<tr class='tab_bg_1'>";
echo "<td colspan='2'>" . $LANG['common'][25] . " :<br>(" . $LANG['validation'][16] . ")</td>";
echo "<td class='center middle' colspan='2'>";
echo "<textarea name='content' cols='70' rows='6'></textarea>";
echo "<input type='hidden' name='tickets_id' value='" . $ticket->getField('id') . "'>";
echo "<input type='hidden' name='requesttypes_id' value='" . RequestType::getDefault('helpdesk') . "'>";
echo "</td></tr>\n";
echo "<tr class='tab_bg_2'>";
echo "<td class='tab_bg_2 center' colspan='2' width='200'>\n";
echo "<input type='submit' name='add_close' value=\"" . $LANG['jobresolution'][3] . "\"\n class='submit'>";
echo "</td>\n";
echo "<td class='tab_bg_2 center' colspan='2'>\n";
echo "<input type='submit' name='add_reopen' value=\"" . $LANG['jobresolution'][4] . "\"\n class='submit'>";
echo "</td></tr>\n";
echo "</table></form>";
}
return true;
}
