function create($data)
{
$db = JFactory::getDBO();
$base_data = array('ticket_status_id' => FSS_Ticket_Helper::GetStatusID('def_open'), 'opened' => date("Y-m-d H:i:s"), 'lastupdate' => date("Y-m-d H:i:s"));
foreach ($base_data as $key => $value) {
if (!array_key_exists($key, $data)) {
$data[$key] = $value;
}
}
$keys = array();
$values = array();
foreach ($data as $key => $value) {
$keys[] = $db->escape($key);
$values[] = "'" . $db->escape($value) . "'";
}
$qry = "INSERT INTO #__fss_ticket_ticket (" . implode(", ", $keys) . ") VALUES (" . implode(", ", $values) . ")";
$db->setQuery($qry);
$db->query();
$id = $db->insertid();
$this->load($id, true);
$fields = FSSCF::GetCustomFields($this->id, $this->prod_id, $this->ticket_dept_id);
FSSCF::StoreFields($fields, $this->id);
$this->reference = FSS_Ticket_Helper::createRef($this->id);
$qry = "UPDATE #__fss_ticket_ticket SET reference = '" . $db->escape($this->reference) . "' WHERE id = " . (int) $id;
$db->setQuery($qry);
$db->query();
}
function parseRequest()
{
$this->prodid = FSS_Input::getInt('prodid');
$this->deptid = FSS_Input::getInt('deptid');
$this->catid = FSS_Input::getInt('catid');
$this->mode = FSS_Input::getInt('mode');
$def_open = FSS_Ticket_Helper::GetStatusID("def_open");
$this->status = FSS_Input::getCmd('status', $def_open);
}
function init()
{
$user = JFactory::getUser();
$this->userid = $user->get('id');
$this->model = $this->getModel("admin_support");
if (!FSS_Permission::auth("fss.handler", "com_fss.support_admin")) {
return FSS_Admin_Helper::NoPerm();
}
$this->def_open = FSS_Ticket_Helper::GetStatusID('def_open');
$this->ticket_view = FSS_Input::getCmd('tickets', $this->def_open);
$this->count = SupportTickets::getTicketCount();
FSS_Helper::StylesAndJS(array('calendar', 'base64'));
if (Task_Helper::HandleTasks($this)) {
return false;
}
return true;
}
function delete()
{
// load in tickets to do
$ticketid = FSS_Input::getInt('ticketid');
$tickets = FSS_Input::getCmd('tickets');
$def_archive = FSS_Ticket_Helper::GetStatusID('def_archive');
if ($ticketid > 0) {
$ticket = new SupportTicket();
if ($ticket->load($ticketid)) {
$ticket->delete();
}
} else {
if ($tickets != '') {
$tickets = new SupportTickets();
$tickets->limitstart = 0;
$tickets->limit = 100;
$tickets->loadTicketsByStatus($tickets);
foreach ($tickets->tickets as $ticket) {
$ticket->delete();
}
}
}
JFactory::getApplication()->redirect($_SERVER['HTTP_REFERER']);
}
function listTickets()
{
// load list of tickets to display and then do the generic ticket list page
$pathway = JFactory::getApplication()->getPathway();
$pathway->addItem(JText::_("SUPPORT"));
$def_open = FSS_Ticket_Helper::GetStatusID('def_open');
$tickets = FSS_Input::getCmd('tickets', $def_open);
$this->ticket_list = new SupportTickets();
$this->ticket_list->limitstart = $this->limitstart;
$this->ticket_list->limit = $this->limit;
$this->ticket_list->loadTicketsByStatus($tickets);
$this->ticket_count = $this->ticket_list->ticket_count;
// get refresh settings
$this->refresh = FSS_Input::getInt("refresh");
$this->do_refresh = FSS_Settings::Get('support_admin_refresh');
$this->pagination = new JPaginationEx($this->ticket_count, $this->limitstart, $this->limit);
if (!$this->refresh) {
FSS_Helper::IncludeModal();
}
$this->displayTicketList();
if ($this->refresh) {
exit;
}
}
function saveTicket()
{
$subject = FSS_Input::getString('subject');
$body = FSS_Input::getBBCode('body');
$prodid = FSS_Input::getInt('prodid');
$deptid = FSS_Input::getInt('deptid');
$catid = FSS_Input::getInt('catid');
$priid = FSS_Input::getInt('priid');
$handler = FSS_Input::getInt('handler');
$user = JFactory::getUser();
$userid = $user->get('id');
$name = "";
$session = JFactory::getSession();
$this->admin_create = 0;
if ($session->Get('admin_create')) {
$this->admin_create = $session->Get('admin_create');
}
if ($this->admin_create == 1) {
$this->admin_create = 1;
$userid = $session->Get('admin_create_user_id');
} else {
if ($this->admin_create == 2) {
$userid = 0;
}
}
$db = JFactory::getDBO();
if ($priid < 1) {
$priid = FSS_Settings::get('support_default_priority');
}
$ticket['subject'] = $subject;
$ticket['body'] = $body;
$ticket['priid'] = $priid;
$ticket['handler'] = $handler;
$ok = true;
$errors['subject'] = '';
$errors['body'] = '';
$errors['cat'] = '';
$errors['captcha'] = '';
$fields = FSSCF::GetCustomFields(0, $prodid, $deptid);
if (FSS_Settings::get('support_subject_message_hide') == "subject") {
$ticket['subject'] = substr(strip_tags($ticket['body']), 0, 40);
$subject = $ticket['subject'];
}
if (FSS_Settings::get('support_altcat')) {
$cats = $this->get('Cats');
if (count($cats) > 0 && FSS_Input::getInt('catid') < 1) {
$errors['cat'] = JText::_("YOU_MUST_SELECT_A_CATEGORY");
$ok = false;
}
}
if ($body == "" && FSS_Settings::get('support_subject_message_hide') != "message" && FSS_Settings::get('support_subject_message_hide') != "both") {
$errors['body'] = JText::_("YOU_MUST_ENTER_A_MESSAGE_FOR_YOUR_SUPPORT_TICKET");
$ok = false;
}
if (!FSSCF::ValidateFields($fields, $errors)) {
$ok = false;
}
$email = "";
$password = "";
$now = FSS_Helper::CurDate();
$this->sortCaptchaType();
$captcha = new FSS_Captcha();
if (!$captcha->ValidateCaptcha('support_captcha_type')) {
$errors['captcha'] = JText::_("INVALID_SECURITY_CODE");
$ok = false;
}
if ($userid < 1) {
$email = FSSJ3Helper::getEscaped($db, $session->Get('ticket_email'));
if ($session->Get('ticket_name')) {
$name = FSSJ3Helper::getEscaped($db, $session->Get('ticket_name'));
}
if ($email == "" && $this->admin_create != 2) {
$ok = false;
} else {
$password = FSS_Helper::createRandomPassword();
$session->Set('ticket_pass', $password);
}
}
// assign handler to ticket
$admin_id = $handler;
if (!$admin_id) {
$admin_id = FSS_Ticket_Helper::AssignHandler($prodid, $deptid, $catid);
}
$now = FSS_Helper::CurDate();
$def_open = FSS_Ticket_Helper::GetStatusID('def_open');
if (FSS_Settings::get('support_subject_format') != "") {
$parser = new FSSParser();
foreach ($_POST as $var => $value) {
$parser->setVar($var, FSS_Input::GetString($var));
}
foreach ($fields as $field) {
$parser->setVar('custom_' . $field['alias'], FSS_Input::GetString('custom_' . $field['id']));
}
$user = JFactory::getUser($userid);
$parser->setVar('userid', $userid);
$parser->setVar('username', $user->username);
$parser->setVar('name', $user->name);
$parser->setVar('email', $user->email);
$parser->setVar('subject', $subject);
$parser->SetVar('product', FSS_EMail::GetProduct($prodid));
$parser->SetVar('department', FSS_EMail::GetDepartment($deptid));
$parser->SetVar('category', FSS_EMail::Getcategory($catid));
$parser->SetVar('date', FSS_Helper::Date($now, FSS_DATE_SHORT));
$parser->SetVar('time', FSS_Helper::Date($now, FSS_DATETIME_SHORT));
$parser->SetTemplate(FSS_Settings::get('support_subject_format'));
$result = $parser->Parse();
if (trim($result) == "") {
$sj = array();
foreach ($fields as $field) {
$sj[] = FSS_Input::GetString('custom_' . $field['id']);
}
$result = implode(", ", $sj);
}
$ticket['subject'] = $result;
$subject = $ticket['subject'];
if ($subject == "") {
$errors['subject'] = JText::_("YOU_MUST_ENTER_A_SUBJECT_FOR_YOUR_SUPPORT_TICKET");
$ok = false;
}
}
if ($ok) {
$qry = "INSERT INTO #__fss_ticket_ticket (reference, ticket_status_id, ticket_pri_id, ticket_cat_id, ticket_dept_id, prod_id, title, opened, lastupdate, user_id, admin_id, email, password, unregname, lang) VALUES ";
$qry .= "('', {$def_open}, '" . FSSJ3Helper::getEscaped($db, $priid) . "', '" . FSSJ3Helper::getEscaped($db, $catid) . "', '" . FSSJ3Helper::getEscaped($db, $deptid) . "', '" . FSSJ3Helper::getEscaped($db, $prodid) . "', '" . FSSJ3Helper::getEscaped($db, $subject) . "', '{$now}', '{$now}', '" . FSSJ3Helper::getEscaped($db, $userid) . "', '" . FSSJ3Helper::getEscaped($db, $admin_id) . "', '{$email}', '" . FSSJ3Helper::getEscaped($db, $password) . "', '{$name}', '" . JFactory::getLanguage()->getTag() . "')";
$db->setQuery($qry);
$db->Query();
$this->ticketid = $db->insertid();
$ref = FSS_Ticket_Helper::createRef($this->ticketid);
$session->Set('ticket_reference', $ref);
$qry = "UPDATE #__fss_ticket_ticket SET reference = '" . FSSJ3Helper::getEscaped($db, $ref) . "' WHERE id = '" . FSSJ3Helper::getEscaped($db, $this->ticketid) . "'";
$db->setQuery($qry);
$db->Query();
if ($this->admin_create) {
$curuser = JFactory::getUser();
$premsg = date("Y-m-d H:i:s", strtotime($now) - 1);
$msg = JText::sprintf('TICKET_OPENED_BY', $curuser->name, $curuser->username);
$qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, posted, admin) VALUES ('";
$qry .= FSSJ3Helper::getEscaped($db, $this->ticketid) . "','" . FSSJ3Helper::getEscaped($db, $subject) . "','" . FSSJ3Helper::getEscaped($db, $msg) . "','" . FSSJ3Helper::getEscaped($db, $curuser->id) . "','{$premsg}', 6)";
$db->setQuery($qry);
$db->Query();
}
$qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, posted) VALUES ('";
$qry .= FSSJ3Helper::getEscaped($db, $this->ticketid) . "','" . FSSJ3Helper::getEscaped($db, $subject) . "','" . FSSJ3Helper::getEscaped($db, $body) . "','" . FSSJ3Helper::getEscaped($db, $userid) . "','{$now}')";
$db->setQuery($qry);
$db->Query();
$messageid = $db->insertid();
FSSCF::StoreFields($fields, $this->ticketid);
// store tags if there are any posted
$tags_input = FSS_Input::getString('tags');
$parts = explode("|", $tags_input);
foreach ($parts as $part) {
$tag = trim($part);
if (!$tag || $tag == "") {
continue;
}
$tags[] = $tag;
$qry = "INSERT INTO #__fss_ticket_tags (ticket_id, tag) VALUES ('" . $this->ticketid . "', '" . $db->escape($tag) . "')";
$db->setQuery($qry);
$db->Query();
}
$t = new SupportTicket();
$t->load($this->ticketid, true);
$files = $t->addFilesFromPost($messageid, $userid);
$t->stripImagesFromMessage($messageid);
$subject = FSS_Input::getString('subject');
$body = FSS_Input::getBBCode('body');
$action_name = "User_Open";
$action_params = array('subject' => $subject, 'user_message' => $body, 'files' => $files);
SupportActions::DoAction($action_name, $t, $action_params);
// additional users and emails if posted
if ($this->admin_create > 0) {
$additionalusers = JRequest::getVar('additionalusers');
$additionalusers = explode(",", $additionalusers);
$t->addCC($additionalusers, 0, 0);
$additionalemails = JRequest::getVar('additionalemails');
$additionalemails = explode(",", $additionalemails);
foreach ($additionalemails as $email) {
$email = trim($email);
if ($email == "") {
continue;
}
$t->addEMailCC($email);
}
if ($t->admin_id != JFactory::getUser()->id) {
$t->addCC(JFactory::getUser()->id, 1, 0);
}
}
$this->cleanAdminCreate();
// if related is passed as part of ticket open, relate the 2 tickets
$related = JRequest::getVar('related');
if ($related > 0) {
$t->addRelated($related);
}
}
$this->errors = $errors;
$this->ticket = $ticket;
return $ok;
}
<?php
if ($this->merge) {
?>
<?php
include $this->snippet(JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'views' . DS . 'admin_support' . DS . 'snippet' . DS . '_merge_notice.php');
?>
<?php
}
?>
<?php
include $this->snippet(JPATH_SITE . DS . 'components' . DS . 'com_fss' . DS . 'views' . DS . 'admin_support' . DS . 'snippet' . DS . '_search.php');
?>
<?php
$def_archive = FSS_Ticket_Helper::GetStatusID('def_archive');
$closed = FSS_Ticket_Helper::GetClosedStatus();
if (array_key_exists($this->ticket_view, $closed) || $this->ticket_view == "closed") {
?>
<p>
<a class="btn btn-default btn-small" href="<?php
echo FSSRoute::_('index.php?option=com_fss&view=admin_support&task=archive.archive&tickets=' . $this->ticket_view);
?>
" onclick="return confirm('<?php
echo JText::_('ARCHIVE_CONFIRM');
?>
');">
<?php
echo JText::_("ARCHIVE_ALL_CLOSED_TICKETS");
?>
</a>
static function &getTicketCount($foradmin = true, $current_handler_only = false)
{
$key = 0;
if ($foradmin) {
$key += 1;
}
if ($current_handler_only) {
$key += 2;
}
if (empty(self::$counts)) {
self::$counts = array();
}
if (!array_key_exists($key, self::$counts)) {
$db = JFactory::getDBO();
$query = "SELECT count( * ) AS count, ticket_status_id FROM #__fss_ticket_ticket as t WHERE 1 ";
$query .= " AND " . SupportUsers::getAdminWhere();
if ($foradmin) {
$query .= " AND " . SupportSource::admin_list_sql();
} else {
$query .= " AND " . SupportSource::user_list_sql();
}
if ($current_handler_only) {
$query .= " AND admin_id = " . JFactory::getUser()->id;
}
$query .= " GROUP BY ticket_status_id";
$db->setQuery($query);
$rows = $db->loadAssocList();
$out = array();
FSS_Ticket_Helper::GetStatusList();
foreach (FSS_Ticket_Helper::$status_list as $status) {
$out[$status->id] = 0;
}
if (count($rows) > 0) {
foreach ($rows as $row) {
$out[$row['ticket_status_id']] = $row['count'];
}
}
// work out counts for allopen, closed, all, archived
$archived = FSS_Ticket_Helper::GetStatusID("def_archive");
$out['archived'] = 0;
if (array_key_exists($archived, $out)) {
$out['archived'] = $out[$archived];
}
$allopen = FSS_Ticket_Helper::GetStatusIDs("is_closed", true);
$out['allopen'] = 0;
foreach ($allopen as $id) {
if (array_key_exists($id, $out)) {
$out['allopen'] += $out[$id];
}
}
$allclosed = FSS_Ticket_Helper::GetClosedStatus();
$out['allclosed'] = 0;
foreach ($allclosed as $id) {
if (array_key_exists($id, $out)) {
$out['allclosed'] += $out[$id];
}
}
$all = FSS_Ticket_Helper::GetStatusIDs("def_archive", true);
$out['all'] = 0;
foreach ($all as $id) {
if (array_key_exists($id, $out)) {
$out['all'] += $out[$id];
}
}
self::$counts[$key] = $out;
}
return self::$counts[$key];
}
* @author Freestyle Joomla
* @copyright (C) 2013 Freestyle Joomla
* @license GNU/GPLv3 http://www.gnu.org/licenses/gpl-3.0.html
**/
defined('_JEXEC') or die;
?>
<div class="control-group">
<label class="control-label"><?php
echo JText::_("NEW_STATUS");
?>
</label>
<div class="controls">
<select name="reply_status" class="select-color">
<?php
FSS_Ticket_Helper::GetStatusList();
$def_admin = FSS_Ticket_Helper::GetStatusID('def_admin');
if ($def_admin < 1) {
$def_admin = $this->ticket->ticket_status_id;
}
FSS_Translate_Helper::Tr(FSS_Ticket_Helper::$status_list);
foreach (FSS_Ticket_Helper::$status_list as $status) {
if ($status->def_archive) {
continue;
}
if (!$this->can_Close() && $status->is_closed) {
continue;
}
$sel = $status->id == $def_admin ? "SELECTED" : "";
echo "<option value='{$status->id}' style='color:{$status->color};' {$sel}>{$status->title}</option>";
}
?>
function Execute($aparams)
{
$debug = 0;
$this->Log("Auto closing tickets");
$db = JFactory::getDBO();
$can_close = FSS_Ticket_Helper::GetStatusIDs('can_autoclose');
$def_close = FSS_Ticket_Helper::GetStatusID('def_closed');
if ($debug) {
$this->Log("Can Close : " . implode(", ", $can_close));
}
if ($debug) {
$this->Log("Close To : " . $def_close);
}
$now = FSS_Helper::CurDate();
// if no audit log to be created, then can just close all tickets in a single query, this is quicker!
if (!$aparams['addaudit'] && !$aparams['emailuser']) {
if ($debug) {
echo "No audit required, just closing<br>";
}
$qry = "UPDATE #__fss_ticket_ticket SET closed = '{$now}', ticket_status_id = {$def_close} WHERE DATE_ADD(`lastupdate` ,INTERVAL " . FSSJ3Helper::getEscaped($db, $aparams['closeinterval']) . " DAY) < '{$now}' AND ticket_status_id IN (" . implode(", ", $can_close) . ")";
$db->setQuery($qry);
$db->Query();
// UNCOMMENT
$rows = $db->getAffectedRows();
if ($debug) {
$this->Log($qry);
}
// COMMENT
$this->Log("Auto closed {$rows} tickets");
return;
}
$qry = "SELECT * FROM #__fss_ticket_ticket WHERE DATE_ADD(`lastupdate` ,INTERVAL " . FSSJ3Helper::getEscaped($db, $aparams['closeinterval']) . " DAY) < '{$now}' AND ticket_status_id IN (" . implode(", ", $can_close) . ")";
$db->setQuery($qry);
if ($debug) {
$this->Log($qry);
}
$rows = $db->loadAssocList();
$this->Log("Found " . count($rows) . " tickets to close");
if (count($rows) == 0) {
return;
}
$ids = array();
$auditrows = array();
foreach ($rows as $row) {
$ids[] = FSSJ3Helper::getEscaped($db, $row['id']);
if ($aparams['addaudit']) {
// add audit log to the ticket
$auditqry[] = "(" . FSSJ3Helper::getEscaped($db, $row['id']) . ", 'Audit Message', 'Ticket auto-closed after " . FSSJ3Helper::getEscaped($db, $aparams['closeinterval']) . " days of inactivity', 0, 3, '{$now}')";
}
if ($aparams['emailuser']) {
FSS_EMail::Admin_AutoClose($row);
}
}
if ($aparams['addaudit']) {
$qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, admin, posted) VALUES \n";
$qry .= implode(",\n ", $auditqry);
if ($debug) {
$this->Log("Saving Audit Messages");
}
if ($debug) {
$this->Log($qry);
}
$db->setQuery($qry);
$db->Query();
}
$qry = "UPDATE #__fss_ticket_ticket SET closed = '{$now}', ticket_status_id = {$def_close} WHERE id IN (" . implode(", ", $ids) . ")";
if ($debug) {
$this->Log("Closing Tickets");
}
if ($debug) {
$this->Log($qry);
}
$db->setQuery($qry);
$db->Query();
$this->Log("Closed " . count($rows) . " tickets");
/*echo "<pre style='background-color:white;'>";
echo $qry;
echo "</pre>";*/
}
function &getTicketCount()
{
$user = JFactory::getUser();
$userid = $user->get('id');
if (empty(self::$ticket_counts)) {
self::$ticket_counts = array();
}
if (array_key_exists($userid, self::$ticket_counts)) {
$this->_counts = self::$ticket_counts[$userid];
return $this->_counts;
}
$uidlist = $this->getUIDS($userid);
$tidlist = $this->getTIDS($userid);
$db = JFactory::getDBO();
$query = "SELECT count( * ) AS count, ticket_status_id FROM #__fss_ticket_ticket WHERE (user_id IN (" . implode(", ", $uidlist) . ") OR id IN ( " . implode(", ", $tidlist) . ")) ";
$query .= " AND " . SupportSource::user_list_sql();
$query .= " GROUP BY ticket_status_id";
$db->setQuery($query);
$rows = $db->loadAssocList();
$out = array();
FSS_Ticket_Helper::GetStatusList();
foreach (FSS_Ticket_Helper::$status_list as $status) {
$out[$status->id] = 0;
}
if (count($rows) > 0) {
foreach ($rows as $row) {
$out[$row['ticket_status_id']] = $row['count'];
}
}
// work out counts for allopen, closed, all, archived
$archived = FSS_Ticket_Helper::GetStatusID("def_archive");
if (array_key_exists($archived, $out)) {
$out['archived'] = $out[$archived];
} else {
$out['archived'] = 0;
}
$allopen = FSS_Ticket_Helper::GetStatusIDs("is_closed", true);
$out['open'] = 0;
foreach ($allopen as $id) {
if (array_key_exists($id, $out)) {
$out['open'] += $out[$id];
}
}
$allclosed = FSS_Ticket_Helper::GetClosedStatus();
$out['closed'] = 0;
foreach ($allclosed as $id) {
if (array_key_exists($id, $out)) {
$out['closed'] += $out[$id];
}
}
$all = FSS_Ticket_Helper::GetStatusIDs("def_archive");
$out['all'] = 0;
foreach ($rows as $row) {
if ($row['ticket_status_id'] != $all) {
$out['all'] += $row['count'];
}
}
$this->_counts = $out;
self::$ticket_counts[$userid] = $out;
return $this->_counts;
}
function merge()
{
$source_id = FSS_Input::getInt('source_id');
$dest_id = FSS_Input::getInt('dest_id');
if ($source_id < 1) {
return $this->cancel();
}
if ($dest_id < 1) {
return $this->cancel();
}
$source = new SupportTicket();
if (!$source->load($source_id)) {
return $this->cancel();
}
$dest = new SupportTicket();
if (!$dest->load($dest_id)) {
return $this->cancel();
}
//print_p($source);
// need to copy messages
$db = JFactory::getDBO();
$sql = "SELECT * FROM #__fss_ticket_messages WHERE ticket_ticket_id = " . $db->escape($source_id);
$db->setQuery($sql);
$messages = $db->loadObjectList();
$msg_map = array();
foreach ($messages as $message) {
$old_id = $message->id;
unset($message->id);
$message->ticket_ticket_id = $dest_id;
$new_id = $this->Insert("#__fss_ticket_messages", $message);
$msg_map[$old_id] = $new_id;
}
// add time
$qry = "UPDATE #__fss_ticket_ticket SET timetaken = timetaken + " . (int) $source->timetaken . " WHERE id = " . $dest_id;
$db->setQuery($qry);
$db->Query();
if ($source->timetaken > 0) {
$qry = "UPDATE #__fss_ticket_ticket SET timetaken = 0 WHERE id = " . $source_id;
$db->setQuery($qry);
$db->Query();
$source->addAuditNote("Time taken cleared as merged with another ticket");
}
// copy files
$sql = "SELECT * FROM #__fss_ticket_attach WHERE ticket_ticket_id = " . $db->escape($source_id);
$db->setQuery($sql);
$attachments = $db->loadObjectList();
foreach ($attachments as $attachment) {
unset($attachment->id);
$attachment->ticket_ticket_id = $dest_id;
// change id to that of new message
if (array_key_exists($attachment->message_id, $msg_map)) {
$attachment->message_id = $msg_map[$attachment->message_id];
}
$new_id = $this->Insert("#__fss_ticket_attach", $attachment);
}
// add audit messages to both
$source->addAuditNote("Ticket merged into another ticket then closed. Dest Ticket: " . $dest->reference . " - " . $dest->title);
$dest->addAuditNote("Ticket merged into this one. Merged Ticket: " . $source->reference . " - " . $source->title);
// close source ticket
$closed = FSS_Ticket_Helper::GetStatusID('def_closed');
// add merge tag to source ticket
$now = FSS_Helper::CurDate();
$qry = "UPDATE #__fss_ticket_ticket SET merged = " . (int) $dest_id . ", ticket_status_id = " . (int) $closed . ", lastupdate = '{$now}', closed = '{$now}' WHERE id = " . (int) $source_id;
$db->setQuery($qry);
$db->Query();
// redirect to new ticket
// TODO:
/*
Need to copy cc information on the ticket
*/
$session = JFactory::getSession();
$session->clear('merge');
$session->clear('merge_ticket_id');
?>
<script>
window.location = '<?php
echo FSSRoute::_('index.php?option=com_fss&view=admin_support&layout=ticket&ticketid=' . $dest_id, false);
?>
';
</script>
<?php
exit;
}
function DoTicketReply($ticketid, $userid, $isadmin, &$messageid)
{
$db = JFactory::getDBO();
$subject = $this->subject;
$body = $this->plainmsg;
$now = FSS_Helper::CurDate();
if ($body) {
$qry = "INSERT INTO #__fss_ticket_messages (ticket_ticket_id, subject, body, user_id, admin, posted) VALUES ('";
$qry .= FSSJ3Helper::getEscaped($db, $ticketid) . "','" . FSSJ3Helper::getEscaped($db, $subject) . "','" . FSSJ3Helper::getEscaped($db, $body) . "','" . FSSJ3Helper::getEscaped($db, $userid) . "', '" . FSSJ3Helper::getEscaped($db, $isadmin) . "', '{$now}')";
$db->setQuery($qry);
$db->Query();
$messageid = $db->insertid();
$qry = "SELECT ticket_status_id FROM #__fss_ticket_ticket WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'";
$db->setQuery($qry);
$status = $db->loadAssoc();
if ($isadmin) {
$newstatus = FSS_Ticket_Helper::GetStatusID('def_admin');
} else {
$newstatus = FSS_Ticket_Helper::GetStatusID('def_user');
}
if ($newstatus > 0) {
$qry = "UPDATE #__fss_ticket_ticket SET ticket_status_id = '" . FSSJ3Helper::getEscaped($db, $newstatus) . "', closed = NULL WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'";
} else {
$qry = "UPDATE #__fss_ticket_ticket SET closed = NULL WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'";
}
$db->setQuery($qry);
$db->Query();
if ($newstatus > 0) {
$oldstatus = $this->GetStatus($status['ticket_status_id']);
$newstatus = $this->GetStatus($newstatus);
$this->AddTicketAuditNote($ticketid, "Status changed from '" . $oldstatus['title'] . "' to '" . $newstatus['title'] . "'", $userid);
}
}
$qry = "UPDATE #__fss_ticket_ticket SET lastupdate = '{$now}' WHERE id = '" . FSSJ3Helper::getEscaped($db, $ticketid) . "'";
$db->setQuery($qry);
$db->Query();
$ticket = $this->getTicket($ticketid);
if ($isadmin) {
FSS_EMail::Admin_Reply($ticket, $subject, $body, array());
} else {
FSS_EMail::User_Reply($ticket, $subject, $body, array());
}
}
