static function SaveToArchive($_chatId, $_externalFullname, $_externalId, $_internalId, $_groupId, $_email, $_company, $_phone, $_host, $_ip, $_question, $_transcriptSent = false, $_waitingtime, $_startResult, $_endResult)
{
$result = DBManager::Execute(true, "SELECT `voucher_id`,`endtime`,`transcript_text`,`transcript_html`,`iso_language`,`time` FROM `" . DB_PREFIX . DATABASE_CHAT_ARCHIVE . "` WHERE `chat_type`=1 AND `chat_id`='" . DBManager::RealEscape($_chatId) . "' LIMIT 1;");
$row = DBManager::FetchArray($result);
LocalizationManager::AutoLoad($row["iso_language"], true);
CacheManager::SetDataUpdateTime(DATA_UPDATE_KEY_CHATS);
$_externalFullname = empty($_externalFullname) ? LocalizationManager::$TranslationStrings["client_guest"] . " " . Visitor::GetNoName($_externalId . $_ip) : $_externalFullname;
$filter = new Chat();
$filter->Generate($_chatId, $_externalFullname, true, true, $_question, $row["time"]);
$filter->PlainText = Server::Replace($filter->PlainText, true, false, false);
$filter->HTML = Server::Replace($filter->HTML, true, false, false);
$tsData = array($row["transcript_text"], $row["transcript_html"]);
for ($i = 0; $i < count($tsData); $i++) {
if ($i == 1 && empty($tsData[$i])) {
continue;
}
$tsData[$i] = Server::Replace($tsData[$i], true, false, false);
if (!empty($filter->PlainText)) {
$tText = ($i == 0 ? $filter->PlainText : nl2br(htmlentities($filter->PlainText, ENT_QUOTES, "UTF-8"))) . "<!--lz_ref_link-->";
$tsData[$i] = str_replace("%localdate%", date("r", $filter->FirstPost), $tsData[$i]);
if (strpos($tsData[$i], "%transcript%") === false && strpos($tsData[$i], "%mailtext%") === false) {
$tsData[$i] .= $tText;
} else {
if (strpos($tsData[$i], "%transcript%") !== false) {
$tsData[$i] = str_replace("%transcript%", $tText, $tsData[$i]);
} else {
if (strpos($tsData[$i], "%mailtext%") !== false) {
$tsData[$i] = str_replace("%mailtext%", $tText, $tsData[$i]);
}
}
}
} else {
$tsData[$i] = "";
}
$tsData[$i] = str_replace("%company_logo_url%", Server::$Configuration->File["gl_cali"], $tsData[$i]);
$tsData[$i] = str_replace(array("%email%", "%eemail%"), $_email, $tsData[$i]);
$tsData[$i] = str_replace(array("%fullname%", "%efullname%"), $_externalFullname, $tsData[$i]);
$tsData[$i] = str_replace("%rating%", Feedback::GetRatingAVG($_chatId), $tsData[$i]);
}
$name = !empty($_externalFullname) ? ",`fullname`='" . DBManager::RealEscape($_externalFullname) . "'" : "";
DBManager::Execute(true, "UPDATE `" . DB_PREFIX . DATABASE_CHAT_ARCHIVE . "` SET `external_id`='" . DBManager::RealEscape($_externalId) . "',`closed`='" . DBManager::RealEscape(time()) . "'" . $name . ",`internal_id`='" . DBManager::RealEscape($_internalId) . "',`group_id`='" . DBManager::RealEscape($_groupId) . "',`html`='" . DBManager::RealEscape($filter->HTML) . "',`plaintext`='" . DBManager::RealEscape($filter->PlainText) . "',`transcript_text`='" . DBManager::RealEscape($tsData[0]) . "',`transcript_html`='" . DBManager::RealEscape($tsData[1]) . "',`fullname`='" . DBManager::RealEscape($_externalFullname) . "',`email`='" . DBManager::RealEscape($_email) . "',`company`='" . DBManager::RealEscape($_company) . "',`phone`='" . DBManager::RealEscape($_phone) . "',`host`='" . DBManager::RealEscape($_host) . "',`ip`='" . DBManager::RealEscape($_ip) . "',`gzip`=0,`wait`='" . DBManager::RealEscape($_waitingtime) . "',`accepted`='" . DBManager::RealEscape($_startResult) . "',`ended`='" . DBManager::RealEscape($_endResult) . "',`transcript_sent`='" . DBManager::RealEscape(empty(Server::$Configuration->File["gl_soct"]) && empty(Server::$Configuration->File["gl_scct"]) && empty(Server::$Configuration->File["gl_scto"]) && empty(Server::$Configuration->File["gl_sctg"]) || empty($tsData) || $filter->ElementCount < 3 || $_transcriptSent ? "1" : "0") . "',`question`='" . DBManager::RealEscape(cutString($_question, 255)) . "' WHERE `chat_id`='" . DBManager::RealEscape($_chatId) . "' AND `closed`=0 LIMIT 1;");
$result = DBManager::Execute(true, "SELECT * FROM `" . DB_PREFIX . DATABASE_TICKET_MESSAGES . "` WHERE `channel_id`='" . DBManager::RealEscape($_chatId) . "';");
if ($result && ($rowc = DBManager::FetchArray($result))) {
$Ticket = new Ticket($rowc["ticket_id"], true);
$Ticket->LinkChat($rowc["channel_id"], $rowc["id"]);
}
}
function processTicketActions($count = 0)
{
$temporaryIds = array();
$updateRequiredTickets = $updateRequiredEmails = false;
while (isset($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vc"])) {
$type = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vc"];
if ($type == "SetTicketStatus") {
$Ticket = new Ticket();
$Ticket->Id = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"];
if ($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]) {
$Ticket->Log(0, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
}
if (!empty($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"]) && $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]) {
$Ticket->Log(2, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]);
}
if ($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]) {
$Ticket->Log(3, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]);
}
$TicketEditor = new TicketEditor($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"]);
if (!empty($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"])) {
$TicketEditor->Editor = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"];
}
$TicketEditor->Status = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"];
$TicketEditor->GroupId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"];
$TicketEditor->Save();
if ($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]) {
$Ticket->SetGroup($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]);
}
$Ticket->Editor = $TicketEditor;
$Ticket->LoadMessages();
$time = SystemTime::GetUniqueMessageTime(DATABASE_TICKETS, "last_update");
$Ticket->SetLastUpdate($time);
$updateRequiredTickets = true;
} else {
if ($type == "AddTicketEditorReply") {
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]);
$Ticket->Load(false, false);
$Ticket->Group = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"];
$Ticket->Messages[0]->Id = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_7"];
$Ticket->Messages[0]->ChannelId = getId(32);
$Ticket->Messages[0]->Hash = $Ticket->GetHash(false);
$Ticket->Messages[0]->SenderUserId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"];
$Ticket->Messages[0]->Type = 1;
$Ticket->Messages[0]->Email = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"];
$Ticket->Messages[0]->Text = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"];
if ($Ticket->CreationType >= 6 && !empty($Ticket->ChannelId)) {
$twchannel = SocialMediaChannel::GetChannelById($Ticket->ChannelId);
if ($Ticket->CreationType == 7 && $twchannel->StreamType == 1) {
$Ticket->Messages[0]->Text = $twchannel->AddScreenName($Ticket->Messages[0]->Text, $Ticket->Messages[0]->Email);
} else {
if ($Ticket->CreationType == 6) {
$Ticket->Messages[0]->Email = $twchannel->PageId;
}
}
}
$Ticket->Messages[0]->Subject = cutString($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_5"], 255, false);
$Ticket->Messages[0]->Save($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"], time());
$acount = 8;
while (isset($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $acount])) {
$Ticket->Messages[0]->ApplyAttachment($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $acount++]);
}
$Ticket->SendEditorReply($Ticket->Messages[0]->Id, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_6"]);
if (!empty(Server::$Configuration->File["gl_ctor"])) {
$Ticket->LoadStatus();
$Ticket->Editor->Status = TICKET_STATUS_CLOSED;
$Ticket->Editor->Save();
}
$Ticket->SetLastUpdate(time());
$updateRequiredTickets = true;
} else {
if ($type == "SetTicketLanguage") {
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]);
$Ticket->SetLanguage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]);
$Ticket->Log(1, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
$Ticket->SetLastUpdate(time());
$updateRequiredTickets = true;
} else {
if ($type == "DeleteTicketFromServer") {
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$Ticket->Destroy();
$Ticket->Log(7, CALLER_SYSTEM_ID, 0, 1);
$Ticket->SetLastUpdate(time());
$updateRequiredTickets = true;
} else {
if ($type == "AddComment") {
$Ticket = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], "");
$Ticket->AddComment(CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"], "");
$Ticket->SetLastUpdate(time());
$updateRequiredTickets = true;
} else {
if ($type == "LinkChat") {
if (!empty($temporaryIds[$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]])) {
$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"] = $temporaryIds[$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]];
}
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$Ticket->LinkChat($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], getId(32));
$Ticket->Log(5, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]);
$Ticket->SetLastUpdate(time());
$updateRequiredTickets = true;
} else {
if ($type == "LinkTicket") {
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$TicketSub = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], "");
$counts[$Ticket->Id] = Ticket::GetMessageCount($Ticket->Id);
$counts[$TicketSub->Id] = Ticket::GetMessageCount($TicketSub->Id);
if ($counts[$Ticket->Id] > $counts[$TicketSub->Id]) {
$Ticket->LinkTicket($TicketSub->Id, getId(32));
} else {
$TicketSub->LinkTicket($Ticket->Id, getId(32));
}
$Ticket->SetLastUpdate(time());
$updateRequiredTickets = true;
} else {
if ($type == "EditMessage") {
$ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], "");
$ticket->LoadStatus();
$message = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$message->Load();
$message->ChangeValue($ticket, 10, CALLER_SYSTEM_ID, $message->Fullname, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
$message->ChangeValue($ticket, 11, CALLER_SYSTEM_ID, $message->Email, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]);
$message->ChangeValue($ticket, 12, CALLER_SYSTEM_ID, $message->Company, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]);
$message->ChangeValue($ticket, 13, CALLER_SYSTEM_ID, $message->Phone, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_5"]);
$message->ChangeValue($ticket, 14, CALLER_SYSTEM_ID, $message->Subject, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_6"]);
$message->ChangeValue($ticket, 15, CALLER_SYSTEM_ID, $message->Text, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_7"]);
$message->ApplyCustomFromPost($count, true, $ticket, CALLER_SYSTEM_ID);
$message->Save($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], true);
$ticket->SetLastUpdate(time(), false);
$updateRequiredTickets = true;
if ($ticket->Editor != null) {
$ticket->Editor->Save();
}
} else {
if ($type == "CreateTicket") {
$Ticket = new Ticket(CacheManager::GetObjectId("ticket_id", DATABASE_TICKETS), "");
$temporaryIds[$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_11"]] = $Ticket->Id;
$Ticket->Messages[0]->Id = $Ticket->Id;
$Ticket->Messages[0]->ChannelId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"];
$Ticket->CreationType = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"];
$Ticket->Group = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_6"];
$Ticket->Language = strtoupper(trim($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_10"]));
$Ticket->Messages[0]->Fullname = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"];
$Ticket->Messages[0]->Email = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"];
$Ticket->Messages[0]->Text = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"];
$Ticket->Messages[0]->Company = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_7"];
$Ticket->Messages[0]->Phone = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_8"];
$Ticket->Messages[0]->Type = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_9"];
$Ticket->Messages[0]->Subject = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_15"];
$Ticket->Messages[0]->ApplyCustomFromPost($count);
$cid = 0;
while (isset($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $cid])) {
$value = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $cid++];
if (strpos($value, "[att]") === 0) {
$Ticket->Messages[0]->ApplyAttachment(base64_decode(str_replace("[att]", "", $value)));
} else {
if (strpos($value, "[com]") === 0) {
$Ticket->Messages[0]->AddComment(CALLER_SYSTEM_ID, $Ticket->Id, base64_decode(str_replace("[com]", "", $value)));
}
}
}
$Ticket->Messages[0]->LoadAttachments();
if (!empty($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"])) {
$email = new TicketEmail($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"], false, "");
$email->Load();
$email->LoadAttachments();
foreach ($email->Attachments as $rid => $res) {
if (empty($Ticket->Messages[0]->Attachments[$rid])) {
KnowledgeBase::Process(CALLER_SYSTEM_ID, $rid, "", RESOURCE_TYPE_FILE_INTERNAL, "", true, 100, 1, 0);
}
}
$email->Destroy();
if (!empty($email->Created)) {
$Ticket->Messages[0]->Created = $email->Created;
}
}
$Ticket->Save();
$TicketEditor = new TicketEditor($Ticket->Id);
$TicketEditor->Editor = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_13"];
$TicketEditor->Status = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_12"];
$TicketEditor->GroupId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_14"];
$TicketEditor->Save();
$Ticket->Log(6, CALLER_SYSTEM_ID, $Ticket->Id, "");
$Ticket->SetLastUpdate(time());
$updateRequiredTickets = true;
} else {
if ($type == "SetEmailStatus") {
$Email = new TicketEmail($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
$Email->SetStatus();
$updateRequiredEmails = true;
} else {
if ($type == "ForwardMessage") {
$message = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$message->Load();
$message->Forward($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]);
$ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_5"], "");
$ticket->Log(9, CALLER_SYSTEM_ID, $message->Id, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
} else {
if ($type == "MoveMessageIntoTicket") {
$message = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], "");
$message->Load(true);
$message->ChannelId = getId(32);
$ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$ticket->Load();
$ticket->Id = $message->Id = CacheManager::GetObjectId("ticket_id", DATABASE_TICKETS);
$ticket->Messages = array();
$ticket->Messages[0] = $message;
$ticket->Save();
$ticket->Log(8, CALLER_SYSTEM_ID, $ticket->Id, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]);
$message->SaveAttachments();
$message->SaveComments($ticket->Id);
$updateRequiredTickets = true;
} else {
if ($type == "DeleteAttachment") {
KnowledgeBase::Process(CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "", RESOURCE_TYPE_FILE_INTERNAL, "", true, "100", "1");
}
}
}
}
}
}
}
}
}
}
}
}
}
$count++;
}
if ($updateRequiredTickets) {
CacheManager::SetDataUpdateTime(DATA_UPDATE_KEY_TICKETS);
}
if ($updateRequiredEmails) {
CacheManager::SetDataUpdateTime(DATA_UPDATE_KEY_EMAILS);
}
}
function processTicketActions($count = 0)
{
global $GROUPS, $CONFIG;
$temporaryIds = array();
while (isset($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vc"])) {
$type = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vc"];
if ($type == "SetTicketStatus") {
$Ticket = new Ticket();
$Ticket->Id = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"];
if ($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]) {
$Ticket->Log(0, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
}
if (!empty($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"]) && $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]) {
$Ticket->Log(2, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]);
}
if ($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]) {
$Ticket->Log(3, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]);
}
$TicketEditor = new TicketEditor($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"]);
if (!empty($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"])) {
$TicketEditor->Editor = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"];
}
$TicketEditor->Status = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"];
$TicketEditor->GroupId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"];
$TicketEditor->Save();
if ($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"] != $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]) {
$Ticket->SetGroup($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]);
}
$Ticket->Editor = $TicketEditor;
$Ticket->LoadMessages();
$Ticket->SetLastUpdate(time());
} else {
if ($type == "AddTicketEditorReply") {
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]);
$Ticket->Group = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"];
$Ticket->Messages[0]->Id = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_6"];
$Ticket->Messages[0]->ChannelId = getId(32);
$Ticket->Messages[0]->Hash = $Ticket->GetHash(false);
$Ticket->Messages[0]->SenderUserId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vb"];
$Ticket->Messages[0]->Type = 1;
$Ticket->Messages[0]->Email = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"];
$Ticket->Messages[0]->Text = Mailbox::FinalizeEmail($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]);
$Ticket->Messages[0]->Subject = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_5"];
$Ticket->Messages[0]->Save($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_va"], time());
$acount = 7;
$att = array();
while (isset($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $acount])) {
$att[$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $acount]] = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $acount];
$Ticket->Messages[0]->ApplyAttachment($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $acount++]);
}
$mailbox = Mailbox::GetById($GROUPS[$Ticket->Group]->TicketEmailOut, true);
$Ticket->SendEditorReply($mailbox, $Ticket->Messages[0]->Text, getPredefinedMessage($GROUPS[$Ticket->Group]->PredefinedMessages, $Ticket->Language), $att, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_5"]);
if (!empty($CONFIG["gl_ctor"])) {
$Ticket->LoadStatus();
$Ticket->Editor->Status = TICKET_STATUS_CLOSED;
$Ticket->Editor->Save();
}
$Ticket->SetLastUpdate(time());
} else {
if ($type == "SetTicketLanguage") {
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]);
$Ticket->SetLanguage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]);
$Ticket->Log(1, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
$Ticket->SetLastUpdate(time());
} else {
if ($type == "DeleteTicketFromServer") {
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$Ticket->Destroy();
$Ticket->Log(7, CALLER_SYSTEM_ID, 0, 1);
$Ticket->SetLastUpdate(time());
} else {
if ($type == "AddComment") {
$Ticket = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], "");
$Ticket->AddComment(CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"], "");
$Ticket->SetLastUpdate(time());
} else {
if ($type == "LinkChat") {
if (!empty($temporaryIds[$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]])) {
$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"] = $temporaryIds[$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]];
}
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$Ticket->LinkChat($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], getId(32));
$Ticket->Log(5, CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"]);
$Ticket->SetLastUpdate(time());
} else {
if ($type == "LinkTicket") {
$Ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$TicketSub = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], "");
$counts[$Ticket->Id] = Ticket::GetMessageCount($Ticket->Id);
$counts[$TicketSub->Id] = Ticket::GetMessageCount($TicketSub->Id);
if ($counts[$Ticket->Id] > $counts[$TicketSub->Id]) {
$Ticket->LinkTicket($TicketSub->Id, getId(32));
} else {
$TicketSub->LinkTicket($Ticket->Id, getId(32));
}
$Ticket->SetLastUpdate(time());
} else {
if ($type == "EditMessage") {
$ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], "");
$message = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$message->Load();
$message->ChangeValue($ticket, 10, CALLER_SYSTEM_ID, $message->Fullname, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
$message->ChangeValue($ticket, 11, CALLER_SYSTEM_ID, $message->Email, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"]);
$message->ChangeValue($ticket, 12, CALLER_SYSTEM_ID, $message->Company, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]);
$message->ChangeValue($ticket, 13, CALLER_SYSTEM_ID, $message->Phone, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_5"]);
$message->ChangeValue($ticket, 14, CALLER_SYSTEM_ID, $message->Subject, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_6"]);
$message->ChangeValue($ticket, 15, CALLER_SYSTEM_ID, $message->Text, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_7"]);
$message->ApplyCustomFromPost($count, true, $ticket, CALLER_SYSTEM_ID);
$message->Save($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], true);
$ticket->SetLastUpdate(time(), false);
} else {
if ($type == "CreateTicket") {
$Ticket = new Ticket(getObjectId("ticket_id", DATABASE_TICKETS), "");
$temporaryIds[$_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_11"]] = $Ticket->Id;
$Ticket->Messages[0]->Id = $Ticket->Id;
$Ticket->Messages[0]->ChannelId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"];
$Ticket->CreationType = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"];
$Ticket->Group = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_6"];
$Ticket->Language = strtoupper(trim($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_10"]));
$Ticket->Messages[0]->Fullname = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"];
$Ticket->Messages[0]->Email = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"];
$Ticket->Messages[0]->Text = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"];
$Ticket->Messages[0]->Company = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_7"];
$Ticket->Messages[0]->Phone = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_8"];
$Ticket->Messages[0]->Type = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_9"];
$Ticket->Messages[0]->Subject = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_15"];
$Ticket->Messages[0]->ApplyCustomFromPost($count);
$cid = 0;
while (isset($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $cid])) {
$value = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_" . $cid++];
if (strpos($value, "[att]") === 0) {
$Ticket->Messages[0]->ApplyAttachment(base64_decode(str_replace("[att]", "", $value)));
} else {
if (strpos($value, "[com]") === 0) {
$Ticket->Messages[0]->AddComment(CALLER_SYSTEM_ID, $Ticket->Id, base64_decode(str_replace("[com]", "", $value)));
}
}
}
$Ticket->Messages[0]->LoadAttachments();
if (!empty($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"])) {
$email = new TicketEmail($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"], false, "");
$email->LoadAttachments();
foreach ($email->Attachments as $rid => $res) {
if (empty($Ticket->Messages[0]->Attachments[$rid])) {
processResource(CALLER_SYSTEM_ID, $rid, "", RESOURCE_TYPE_FILE_INTERNAL, "", true, 100, 1, 0);
}
}
$email->Destroy();
}
$Ticket->Save();
$TicketEditor = new TicketEditor($Ticket->Id);
$TicketEditor->Editor = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_13"];
$TicketEditor->Status = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_12"];
$TicketEditor->GroupId = $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_14"];
$TicketEditor->Save();
$Ticket->Log(6, CALLER_SYSTEM_ID, $Ticket->Id, "");
$Ticket->SetLastUpdate(time());
} else {
if ($type == "SetEmailStatus") {
$Email = new TicketEmail($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
$Email->SetStatus();
} else {
if ($type == "ForwardMessage") {
$message = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$message->Load();
$message->Forward($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_3"], $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_4"]);
$ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_5"], "");
$ticket->Log(9, CALLER_SYSTEM_ID, $message->Id, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_2"]);
} else {
if ($type == "MoveMessageIntoTicket") {
$message = new TicketMessage($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_1"], "");
$message->Load(true);
$message->ChannelId = getId(32);
$ticket = new Ticket($_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "");
$ticket->Load();
$ticket->Id = $message->Id = getObjectId("ticket_id", DATABASE_TICKETS);
$ticket->Messages = array();
$ticket->Messages[0] = $message;
$ticket->Save();
$ticket->Log(8, CALLER_SYSTEM_ID, $ticket->Id, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"]);
$message->SaveAttachments();
$message->SaveComments($ticket->Id);
} else {
if ($type == "DeleteAttachment") {
processResource(CALLER_SYSTEM_ID, $_POST[POST_INTERN_PROCESS_TICKET_ACTIONS . "_" . $count . "_vd_0"], "", RESOURCE_TYPE_FILE_INTERNAL, "", true, "100", "1");
}
}
}
}
}
}
}
}
}
}
}
}
}
$count++;
}
if ($count > 0) {
CacheManager::SetDataUpdateTime(DATA_UPDATE_KEY_TICKETS);
CacheManager::SetDataUpdateTime(DATA_UPDATE_KEY_EMAILS);
}
}
function closeArchiveEntry($_chatId, $_externalFullname, $_externalId, $_internalId, $_groupId, $_email, $_company, $_phone, $_host, $_ip, $_question, $_transcriptSent = false, $_waitingtime, $_startResult, $_endResult)
{
global $CONFIG, $LZLANG;
$result = queryDB(true, "SELECT `voucher_id`,`endtime`,`transcript_text`,`iso_language`,`time` FROM `" . DB_PREFIX . DATABASE_CHAT_ARCHIVE . "` WHERE `chat_type`=1 AND `chat_id`='" . DBManager::RealEscape($_chatId) . "' LIMIT 1;");
$row = DBManager::FetchArray($result);
languageSelect($row["iso_language"], true);
$etpl = $row["transcript_text"];
$etpl = applyReplacements($etpl, true, false, false);
CacheManager::SetDataUpdateTime(DATA_UPDATE_KEY_CHATS);
$_externalFullname = empty($_externalFullname) ? $LZLANG["client_guest"] . " " . getNoName($_externalId . $_ip) : $_externalFullname;
$filter = new Chat();
$filter->Generate($_chatId, $_externalFullname, true, true, $_question, $row["time"]);
$filter->PlainText = applyReplacements($filter->PlainText, true, false, false);
$filter->HTML = applyReplacements($filter->HTML, true, false, false);
if (!empty($filter->PlainText)) {
$etpl = str_replace("%localdate%", date("r", $filter->FirstPost), $etpl);
if (strpos($etpl, "%transcript%") === false && strpos($etpl, "%mailtext%") === false) {
$etpl .= $filter->PlainText;
} else {
if (strpos($etpl, "%transcript%") !== false) {
$etpl = str_replace("%transcript%", $filter->PlainText, $etpl);
} else {
if (strpos($etpl, "%mailtext%") !== false) {
$etpl = str_replace("%mailtext%", $filter->PlainText, $etpl);
}
}
}
} else {
$etpl = "";
}
$etpl = str_replace(array("%email%", "%eemail%"), $_email, $etpl);
$etpl = str_replace(array("%fullname%", "%efullname%"), $_externalFullname, $etpl);
$etpl = str_replace("%rating%", getRatingAVGFromChatId($_chatId), $etpl);
$name = !empty($_externalFullname) ? ",`fullname`='" . DBManager::RealEscape($_externalFullname) . "'" : "";
queryDB(true, "UPDATE `" . DB_PREFIX . DATABASE_CHAT_ARCHIVE . "` SET `external_id`='" . DBManager::RealEscape($_externalId) . "',`closed`='" . DBManager::RealEscape(time()) . "'" . $name . ",`internal_id`='" . DBManager::RealEscape($_internalId) . "',`group_id`='" . DBManager::RealEscape($_groupId) . "',`html`='" . DBManager::RealEscape($filter->HTML) . "',`plaintext`='" . DBManager::RealEscape($filter->PlainText) . "',`transcript_text`='" . DBManager::RealEscape($etpl) . "',`email`='" . DBManager::RealEscape($_email) . "',`company`='" . DBManager::RealEscape($_company) . "',`phone`='" . DBManager::RealEscape($_phone) . "',`host`='" . DBManager::RealEscape($_host) . "',`ip`='" . DBManager::RealEscape($_ip) . "',`gzip`=0,`wait`='" . DBManager::RealEscape($_waitingtime) . "',`accepted`='" . DBManager::RealEscape($_startResult) . "',`ended`='" . DBManager::RealEscape($_endResult) . "',`transcript_sent`='" . DBManager::RealEscape(empty($CONFIG["gl_soct"]) && empty($CONFIG["gl_scct"]) && empty($CONFIG["gl_scto"]) && empty($CONFIG["gl_sctg"]) || empty($etpl) || $filter->ElementCount == 0 || $_transcriptSent ? "1" : "0") . "',`question`='" . DBManager::RealEscape(cutString($_question, 255)) . "' WHERE `chat_id`='" . DBManager::RealEscape($_chatId) . "' AND `closed`=0 LIMIT 1;");
$result = queryDB(true, "SELECT * FROM `" . DB_PREFIX . DATABASE_TICKET_MESSAGES . "` WHERE `channel_id`='" . DBManager::RealEscape($_chatId) . "';");
if ($result && ($rowc = DBManager::FetchArray($result))) {
$Ticket = new Ticket($rowc["ticket_id"], true);
$Ticket->LinkChat($rowc["channel_id"], $rowc["id"]);
}
}