function addTicketReply($params, $files = array())
{
$db = JFactory::getDBO();
// get the ticket
$ticket_id = (int) $params['ticket_id'];
$ticket =& JTable::getInstance('RSTicketsPro_Tickets', 'Table');
$ticket->load($params['ticket_id']);
// get the department
$department_id = $ticket->department_id;
$department =& JTable::getInstance('RSTicketsPro_Departments', 'Table');
$department->load($department_id);
// date and time
if (!empty($params['date'])) {
$date = JFactory::getDate($params['date']);
} else {
$date = JFactory::getDate();
}
$date = $date->toUnix();
$user_id = (int) $params['user_id'];
$message = $params['message'];
if (!RSTicketsProHelper::getConfig('allow_rich_editor')) {
$message = RSTicketsProHelper::htmlEscape($message);
}
// append the signature ?
if ($ticket->customer_id != $user_id) {
$is_staff = RSTicketsProHelper::isStaff($user_id);
if ($is_staff) {
$signature = RSTicketsProHelper::getSignature();
if (!empty($params['use_signature']) && $signature) {
$message .= '<div class="rst_signature">' . $signature . '</div>';
}
}
} else {
$is_staff = false;
}
// save the ticket message
$ticket_message =& JTable::getInstance('RSTicketsPro_Ticket_Messages', 'Table');
$ticket_message->ticket_id = $ticket_id;
$ticket_message->user_id = $user_id;
$ticket_message->message = $message;
$ticket_message->date = $date;
$ticket_message->store();
if (!RSTicketsProHelper::getConfig('allow_rich_editor')) {
$message = nl2br($message);
}
$ticket_message_id = $ticket_message->id;
jimport('joomla.filesystem.file');
// save the files in the uploads folder & database
$attachments = RSTicketsProHelper::addAttachments($ticket_id, $ticket_message_id, $department, $files);
if (count($attachments)) {
$db->setQuery("UPDATE #__rsticketspro_tickets SET has_files='1' WHERE id='" . $ticket_id . "'");
$db->query();
}
// if a customer replied, we don't need to autoclose anymore
if (!$is_staff || $ticket->customer_id == $user_id) {
$db->setQuery("UPDATE #__rsticketspro_tickets SET autoclose_sent='0' WHERE id='" . $ticket_id . "' LIMIT 1");
$db->query();
}
// assign the ticket if the department's assignment type is static and the ticket isn't already assigned
if ($is_staff && $department->assignment_type == 0 && $ticket->staff_id == 0) {
$ticket->staff_id = $user_id;
$db->setQuery("UPDATE #__rsticketspro_tickets SET staff_id='" . $user_id . "' WHERE id='" . $ticket_id . "' LIMIT 1");
$db->query();
}
// update the status if not closed
if ($ticket->status_id != 2) {
if (!$is_staff || $ticket->customer_id == $user_id) {
$ticket->status_id = 1;
} elseif ($is_staff) {
$ticket->status_id = 3;
}
// set to on-hold if a staff member replied
$db->setQuery("UPDATE #__rsticketspro_tickets SET status_id='" . $ticket->status_id . "' WHERE id='" . $ticket_id . "' LIMIT 1");
$db->query();
}
$last_reply_customer = $is_staff ? 0 : 1;
$db->setQuery("UPDATE #__rsticketspro_tickets SET last_reply='" . $date . "', replies = replies + 1, last_reply_customer='" . $last_reply_customer . "' WHERE id='" . $ticket_id . "' LIMIT 1");
$db->query();
// get email sending settings
$from = RSTicketsProHelper::getConfig('email_address');
$fromname = RSTicketsProHelper::getConfig('email_address_fullname');
// are we using global ?
if (RSTicketsProHelper::getConfig('email_use_global')) {
$config = new JConfig();
$from = $config->mailfrom;
$fromname = $config->fromname;
}
if (!$department->get('email_use_global')) {
$from = $department->email_address;
$fromname = $department->email_address_fullname;
}
// send email to the staff member with the customer's reply
if (empty($params['dont_send_emails']) && !$is_staff && $department->staff_send_email && $ticket->staff_id) {
$email = RSTicketsProHelper::getEmail('add_ticket_reply_staff');
$customer = JFactory::getUser($user_id);
$staff = JFactory::getUser($ticket->staff_id);
$replace = array('{live_site}', '{ticket}', '{customer_name}', '{customer_username}', '{customer_email}', '{staff_name}', '{staff_username}', '{staff_email}', '{code}', '{subject}', '{message}', '{department_id}', '{department_name}');
$with = array(JURI::root(), RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&cid=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($ticket->subject), true, RSTicketsProHelper::getConfig('staff_itemid')), $customer->get('name'), $customer->get('username'), $customer->get('email'), $staff->get('name'), $staff->get('username'), $staff->get('email'), $ticket->code, $ticket->subject, $message, $department->get('id'), JText::_($department->get('name')));
$email_subject = '[' . $ticket->code . '] ' . $ticket->subject;
$email_message = str_replace($replace, $with, $email->message);
$email_message = RSTicketsProHelper::getReplyAbove() . $email_message;
RSTicketsProHelper::sendMail($from, $fromname, $staff->get('email'), $email_subject, $email_message, 1, $department->staff_attach_email ? $attachments : null, $department->get('cc'), $department->get('bcc'));
}
// send email to the customer with the staff member's reply
if (empty($params['dont_send_emails']) && $is_staff && $department->customer_send_email) {
$email = RSTicketsProHelper::getEmail('add_ticket_reply_customer');
$customer = JFactory::getUser($ticket->customer_id);
$staff = JFactory::getUser($user_id);
$replace = array('{live_site}', '{ticket}', '{customer_name}', '{customer_username}', '{customer_email}', '{staff_name}', '{staff_username}', '{staff_email}', '{code}', '{subject}', '{message}', '{department_id}', '{department_name}');
$with = array(JURI::root(), RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&cid=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($ticket->subject), true, RSTicketsProHelper::getConfig('customer_itemid')), $customer->get('name'), $customer->get('username'), $customer->get('email'), $staff->get('name'), $staff->get('username'), $staff->get('email'), $ticket->code, $ticket->subject, $message, $department->get('id'), JText::_($department->get('name')));
$email_subject = '[' . $ticket->code . '] ' . $ticket->subject;
$email_message = str_replace($replace, $with, $email->message);
$email_message = RSTicketsProHelper::getReplyAbove() . $email_message;
RSTicketsProHelper::sendMail($from, $fromname, $customer->get('email'), $email_subject, $email_message, 1, $department->customer_attach_email ? $attachments : null, $department->get('cc'), $department->get('bcc'));
}
if (!$is_staff) {
//check if notification email address is not empty
$to = RSTicketsProHelper::getConfig('notice_email_address');
$to = explode(',', $to);
$staff = JFactory::getUser($ticket->staff_id);
if ($staff->get('email')) {
$to[] = $staff->get('email');
}
//check if number of max replies is reached
if (!empty($to)) {
$max_replies_nr = (int) RSTicketsProHelper::getConfig('notice_max_replies_nr');
$current_replies = RSTicketsProHelper::getConsecutiveReplies($ticket->id);
if ($max_replies_nr > 0 && $current_replies == $max_replies_nr && !$ticket->staff_id) {
$email = RSTicketsProHelper::getEmail('notification_max_replies_nr');
$customer = JFactory::getUser($user_id);
$replace = array('{live_site}', '{ticket}', '{customer_name}', '{customer_username}', '{customer_email}', '{code}', '{subject}', '{message}', '{replies}', '{department_id}', '{department_name}');
$with = array(JURI::root(), RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&cid=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($ticket->subject), true, RSTicketsProHelper::getConfig('staff_itemid')), $customer->get('name'), $customer->get('username'), $customer->get('email'), $ticket->code, $ticket->subject, $message, $current_replies, $department->get('id'), JText::_($department->get('name')));
$email_subject = str_replace($replace, $with, $email->subject);
$email_message = str_replace($replace, $with, $email->message);
$email_message = RSTicketsProHelper::getReplyAbove() . $email_message;
RSTicketsProHelper::sendMail($from, $fromname, $to, $email_subject, $email_message, 1, null, $department->get('cc'), $department->get('bcc'));
}
//check if number of max replies with no staff response is reached
$max_replies_nr = (int) RSTicketsProHelper::getConfig('notice_replies_with_no_response_nr');
if ($max_replies_nr > 0 && $current_replies == $max_replies_nr && $ticket->staff_id) {
$email = RSTicketsProHelper::getEmail('notification_replies_with_no_response_nr');
$customer = JFactory::getUser($user_id);
$staff = JFactory::getUser($ticket->staff_id);
$replace = array('{live_site}', '{ticket}', '{customer_name}', '{customer_username}', '{customer_email}', '{staff_name}', '{staff_username}', '{staff_email}', '{code}', '{subject}', '{message}', '{replies}', '{department_id}', '{department_name}');
$with = array(JURI::root(), RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&cid=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($ticket->subject), true, RSTicketsProHelper::getConfig('staff_itemid')), $customer->get('name'), $customer->get('username'), $customer->get('email'), $staff->get('name'), $staff->get('username'), $staff->get('email'), $ticket->code, $ticket->subject, $message, $current_replies, $department->get('id'), JText::_($department->get('name')));
$email_subject = str_replace($replace, $with, $email->subject);
$email_message = str_replace($replace, $with, $email->message);
$email_message = RSTicketsProHelper::getReplyAbove() . $email_message;
RSTicketsProHelper::sendMail($from, $fromname, $to, $email_subject, $email_message, 1, null, $department->get('cc'), $department->get('bcc'));
}
//check if it has restricted words
$keywords = explode(',', RSTicketsProHelper::getConfig('notice_not_allowed_keywords'));
if (!empty($keywords)) {
foreach ($keywords as $word) {
$word = trim($word);
if (empty($word)) {
continue;
}
$pattern = '/\\b(\\w*' . preg_quote($word) . '\\w*)\\b/';
if (preg_match($pattern, $message)) {
$email = RSTicketsProHelper::getEmail('notification_not_allowed_keywords');
$customer = JFactory::getUser($user_id);
$replace = array('{live_site}', '{ticket}', '{customer_name}', '{customer_username}', '{customer_email}', '{staff_name}', '{staff_username}', '{staff_email}', '{code}', '{subject}', '{message}', '{department_id}', '{department_name}');
$with = array(JURI::root(), RSTicketsProHelper::mailRoute('index.php?option=com_rsticketspro&view=ticket&cid=' . $ticket_id . ':' . JFilterOutput::stringURLSafe($ticket->subject), true, RSTicketsProHelper::getConfig('staff_itemid')), $customer->get('name'), $customer->get('username'), $customer->get('email'), $staff->get('name'), $staff->get('username'), $staff->get('email'), $ticket->code, $ticket->subject, $message, $department->get('id'), JText::_($department->get('name')));
$email_subject = str_replace($replace, $with, $email->subject);
$email_message = str_replace($replace, $with, $email->message);
$email_message = RSTicketsProHelper::getReplyAbove() . $email_message;
RSTicketsProHelper::sendMail($from, $fromname, $to, $email_subject, $email_message, 1, null, $department->get('cc'), $department->get('bcc'));
break;
}
}
}
}
}
if (!empty($params['return_array'])) {
return array($ticket_message_id, $attachments);
}
return $ticket_message_id;
}