/**
* Saves changes to a ticket, adds a new comment/changelog,
* notifies any relevant parties
*
* @return void
*/
public function saveTask($redirect = 1)
{
// Check for request forgeries
Request::checkToken();
// Incoming
$isNew = true;
$id = Request::getInt('id', 0);
if ($id) {
$isNew = false;
}
// Load the old ticket so we can compare for the changelog
$old = new Ticket($id);
$old->set('tags', $old->tags('string'));
// Initiate class and bind posted items to database fields
$row = new Ticket($id);
if (!$row->bind($_POST)) {
throw new Exception($row->getError(), 500);
}
if ($row->get('target_date') && $row->get('target_date') != '0000-00-00 00:00:00') {
$row->set('target_date', Date::of($row->get('target_date'), Config::get('offset'))->toSql());
} else {
$row->set('target_date', '0000-00-00 00:00:00');
}
$comment = Request::getVar('comment', '', 'post', 'none', 2);
$rowc = new Comment();
$rowc->set('ticket', $id);
// Check if changes were made inbetween the time the comment was started and posted
if ($id) {
$started = Request::getVar('started', Date::toSql(), 'post');
$lastcomment = $row->comments('list', array('sort' => 'created', 'sort_Dir' => 'DESC', 'limit' => 1, 'start' => 0, 'ticket' => $id))->first();
if (isset($lastcomment) && $lastcomment->created() >= $started) {
$rowc->set('comment', $comment);
\Notify::error(Lang::txt('Changes were made to this ticket in the time since you began commenting/making changes. Please review your changes before submitting.'));
return $this->editTask($rowc);
}
}
if ($id && isset($_POST['status']) && $_POST['status'] == 0) {
$row->set('open', 0);
$row->set('resolved', Lang::txt('COM_SUPPORT_TICKET_COMMENT_OPT_CLOSED'));
}
$row->set('open', $row->status('open'));
// If an existing ticket AND closed AND previously open
if ($id && !$row->get('open') && $row->get('open') != $old->get('open')) {
// Record the closing time
$row->set('closed', Date::toSql());
}
// Check content
if (!$row->check()) {
throw new Exception($row->getError(), 500);
}
// Store new content
if (!$row->store()) {
throw new Exception($row->getError(), 500);
}
// Save the tags
$row->tag(Request::getVar('tags', '', 'post'), User::get('id'), 1);
$row->set('tags', $row->tags('string'));
$base = Request::base();
if (substr($base, -14) == 'administrator/') {
$base = substr($base, 0, strlen($base) - 14);
}
$webpath = trim($this->config->get('webpath'), '/');
$allowEmailResponses = $this->config->get('email_processing');
$this->config->set('email_terse', Request::getInt('email_terse', 0));
if ($this->config->get('email_terse')) {
$allowEmailResponses = false;
}
if ($allowEmailResponses) {
try {
$encryptor = new \Hubzero\Mail\Token();
} catch (Exception $e) {
$allowEmailResponses = false;
}
}
// If a new ticket...
if ($isNew) {
// Get any set emails that should be notified of ticket submission
$defs = explode(',', $this->config->get('emails', '{config.mailfrom}'));
if ($defs) {
// Get some email settings
$msg = new \Hubzero\Mail\Message();
$msg->setSubject(Config::get('sitename') . ' ' . Lang::txt('COM_SUPPORT') . ', ' . Lang::txt('COM_SUPPORT_TICKET_NUMBER', $row->get('id')));
$msg->addFrom(Config::get('mailfrom'), Config::get('sitename') . ' ' . Lang::txt(strtoupper($this->_option)));
// Plain text email
$eview = new \Hubzero\Mail\View(array('base_path' => PATH_CORE . DS . 'components' . DS . $this->_option . DS . 'site', 'name' => 'emails', 'layout' => 'ticket_plain'));
$eview->option = $this->_option;
$eview->controller = $this->_controller;
$eview->ticket = $row;
$eview->config = $this->config;
$eview->delimiter = '';
$plain = $eview->loadTemplate(false);
$plain = str_replace("\n", "\r\n", $plain);
$msg->addPart($plain, 'text/plain');
// HTML email
$eview->setLayout('ticket_html');
$html = $eview->loadTemplate();
$html = str_replace("\n", "\r\n", $html);
if (!$this->config->get('email_terse')) {
foreach ($row->attachments() as $attachment) {
if ($attachment->size() < 2097152) {
if ($attachment->isImage()) {
$file = basename($attachment->link('filepath'));
$html = preg_replace('/<a class="img" data\\-filename="' . str_replace('.', '\\.', $file) . '" href="(.*?)"\\>(.*?)<\\/a>/i', '<img src="' . $message->getEmbed($attachment->link('filepath')) . '" alt="" />', $html);
} else {
$message->addAttachment($attachment->link('filepath'));
}
}
}
}
$msg->addPart($html, 'text/html');
// Loop through the addresses
foreach ($defs as $def) {
$def = trim($def);
// Check if the address should come from Joomla config
if ($def == '{config.mailfrom}') {
$def = Config::get('mailfrom');
}
// Check for a valid address
if (Validate::email($def)) {
// Send e-mail
$msg->setTo(array($def));
$msg->send();
}
}
}
}
// Incoming comment
if ($comment) {
// If a comment was posted by the ticket submitter to a "waiting user response" ticket, change status.
if ($row->isWaiting() && User::get('username') == $row->get('login')) {
$row->open();
}
}
// Create a new support comment object and populate it
$access = Request::getInt('access', 0);
//$rowc = new Comment();
$rowc->set('ticket', $row->get('id'));
$rowc->set('comment', nl2br($comment));
$rowc->set('created', Date::toSql());
$rowc->set('created_by', User::get('id'));
$rowc->set('access', $access);
// Compare fields to find out what has changed for this ticket and build a changelog
$rowc->changelog()->diff($old, $row);
$rowc->changelog()->cced(Request::getVar('cc', ''));
// Save the data
if (!$rowc->store()) {
throw new Exception($rowc->getError(), 500);
}
Event::trigger('support.onTicketUpdate', array($row, $rowc));
if ($tmp = Request::getInt('tmp_dir')) {
$attach = new Tables\Attachment($this->database);
$attach->updateCommentId($tmp, $rowc->get('id'));
}
if (!$isNew) {
$attachment = $this->uploadTask($row->get('id'), $rowc->get('id'));
}
// Only do the following if a comment was posted or ticket was reassigned
// otherwise, we're only recording a changelog
if ($rowc->get('comment') || $row->get('owner') != $old->get('owner') || $row->get('group') != $old->get('group') || $rowc->attachments()->total() > 0) {
// Send e-mail to ticket submitter?
if (Request::getInt('email_submitter', 0) == 1) {
// Is the comment private? If so, we do NOT send e-mail to the
// submitter regardless of the above setting
if (!$rowc->isPrivate()) {
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_SUBMITTER'), 'name' => $row->submitter('name'), 'email' => $row->submitter('email'), 'id' => $row->submitter('id')));
}
}
// Send e-mail to ticket owner?
if (Request::getInt('email_owner', 0) == 1) {
if ($old->get('owner') && $row->get('owner') != $old->get('owner')) {
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_PRIOR_OWNER'), 'name' => $old->owner('name'), 'email' => $old->owner('email'), 'id' => $old->owner('id')));
}
if ($row->get('owner')) {
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_OWNER'), 'name' => $row->owner('name'), 'email' => $row->owner('email'), 'id' => $row->owner('id')));
} elseif ($row->get('group')) {
$group = \Hubzero\User\Group::getInstance($row->get('group'));
if ($group) {
foreach ($group->get('managers') as $manager) {
$manager = User::getInstance($manager);
if (!$manager || !$manager->get('id')) {
continue;
}
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_GROUPMANAGER'), 'name' => $manager->get('name'), 'email' => $manager->get('email'), 'id' => $manager->get('id')));
}
}
}
}
// Add any CCs to the e-mail list
foreach ($rowc->changelog()->get('cc') as $cc) {
$rowc->addTo($cc, Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_CC'));
}
// Message people watching this ticket,
// but ONLY if the comment was NOT marked private
$this->acl = ACL::getACL();
foreach ($row->watchers() as $watcher) {
$this->acl->setUser($watcher->user_id);
if (!$rowc->isPrivate() || $rowc->isPrivate() && $this->acl->check('read', 'private_comments')) {
$rowc->addTo($watcher->user_id, 'watcher');
}
}
$this->acl->setUser(User::get('id'));
if (count($rowc->to())) {
// Build e-mail components
$subject = Lang::txt('COM_SUPPORT_EMAIL_SUBJECT_TICKET_COMMENT', $row->get('id'));
$from = array('name' => Lang::txt('COM_SUPPORT_EMAIL_FROM', Config::get('sitename')), 'email' => Config::get('mailfrom'), 'multipart' => md5(date('U')));
// Plain text email
$eview = new \Hubzero\Mail\View(array('base_path' => PATH_CORE . DS . 'components' . DS . $this->_option . DS . 'site', 'name' => 'emails', 'layout' => 'comment_plain'));
$eview->option = $this->_option;
$eview->controller = $this->_controller;
$eview->comment = $rowc;
$eview->ticket = $row;
$eview->config = $this->config;
$eview->delimiter = $allowEmailResponses ? '~!~!~!~!~!~!~!~!~!~!' : '';
$message['plaintext'] = $eview->loadTemplate(false);
$message['plaintext'] = str_replace("\n", "\r\n", $message['plaintext']);
// HTML email
$eview->setLayout('comment_html');
$message['multipart'] = $eview->loadTemplate();
$message['multipart'] = str_replace("\n", "\r\n", $message['multipart']);
$message['attachments'] = array();
if (!$this->config->get('email_terse')) {
foreach ($rowc->attachments() as $attachment) {
if ($attachment->size() < 2097152) {
$message['attachments'][] = $attachment->link('filepath');
}
}
}
// Send e-mail to admin?
foreach ($rowc->to('ids') as $to) {
if ($allowEmailResponses) {
// The reply-to address contains the token
$token = $encryptor->buildEmailToken(1, 1, $to['id'], $id);
$from['replytoemail'] = 'htc-' . $token . strstr(Config::get('mailfrom'), '@');
}
// Get the user's email address
if (!Event::trigger('xmessage.onSendMessage', array('support_reply_submitted', $subject, $message, $from, array($to['id']), $this->_option))) {
$this->setError(Lang::txt('COM_SUPPORT_ERROR_FAILED_TO_MESSAGE', $to['name'] . '(' . $to['role'] . ')'));
}
// Watching should be anonymous
if ($to['role'] == 'watcher') {
continue;
}
$rowc->changelog()->notified($to['role'], $to['name'], $to['email']);
}
foreach ($rowc->to('emails') as $to) {
if ($allowEmailResponses) {
$token = $encryptor->buildEmailToken(1, 1, -9999, $id);
$email = array($to['email'], 'htc-' . $token . strstr(Config::get('mailfrom'), '@'));
// In this case each item in email in an array, 1- To, 2:reply to address
Utilities::sendEmail($email[0], $subject, $message, $from, $email[1]);
} else {
// Email is just a plain 'ol string
Utilities::sendEmail($to['email'], $subject, $message, $from);
}
// Watching should be anonymous
if ($to['role'] == 'watcher') {
continue;
}
$rowc->changelog()->notified($to['role'], $to['name'], $to['email']);
}
} else {
// Force entry to private if no comment or attachment was made
if (!$rowc->get('comment') && $rowc->attachments()->total() <= 0) {
$rowc->set('access', 1);
}
}
// Were there any changes?
if (count($rowc->changelog()->get('notifications')) > 0 || $access != $rowc->get('access')) {
// Save the data
if (!$rowc->store()) {
throw new Exception($rowc->getError(), 500);
}
}
}
// output messsage and redirect
if ($redirect) {
$filters = Request::getVar('filters', '');
$filters = str_replace('&', '&', $filters);
// Redirect
App::redirect(Route::url('index.php?option=' . $this->_option . '&controller=' . $this->_controller . ($filters ? '&' . $filters : ''), false), Lang::txt('COM_SUPPORT_TICKET_SUCCESSFULLY_SAVED', $row->get('id')));
return;
}
$this->view->setLayout('edit');
$this->editTask();
}
/**
* Updates a ticket with any changes and adds a new comment
*
* @return void
*/
public function updateTask()
{
// Make sure we are still logged in
if (User::isGuest()) {
$return = base64_encode(Route::url('index.php?option=' . $this->_option . '&controller=' . $this->_controller . '&task=' . $this->_task, false, true));
App::redirect(Route::url('index.php?option=com_users&view=login&return=' . $return, false));
return;
}
// Check for request forgeries
Request::checkToken();
// Incoming
$id = Request::getInt('id', 0, 'post');
if (!$id) {
throw new Exception(Lang::txt('COM_SUPPORT_ERROR_MISSING_TICKET_ID'), 500);
}
$comment = Request::getVar('comment', '', 'post', 'none', 2);
$incoming = Request::getVar('ticket', array(), 'post');
$incoming = array_map('trim', $incoming);
if (isset($incoming['target_date'])) {
if (!$incoming['target_date']) {
$incoming['target_date'] = '0000-00-00 00:00:00';
} else {
$incoming['target_date'] = Date::of($incoming['target_date'], Config::get('offset'))->toSql();
}
}
// Load the old ticket so we can compare for the changelog
$old = new Ticket($id);
$old->set('tags', $old->tags('string'));
// Initiate class and bind posted items to database fields
$row = new Ticket($id);
if (!$row->bind($incoming)) {
throw new Exception($row->getError(), 500);
}
$rowc = new Comment();
$rowc->set('ticket', $id);
// Check if changes were made inbetween the time the comment was started and posted
$started = Request::getVar('started', Date::toSql(), 'post');
$lastcomment = $row->comments('list', array('sort' => 'created', 'sort_Dir' => 'DESC', 'limit' => 1, 'start' => 0, 'ticket' => $id))->first();
if ($lastcomment && $lastcomment->created() > $started) {
$rowc->set('comment', $comment);
$this->setError(Lang::txt('Changes were made to this ticket in the time since you began commenting/making changes. Please review your changes before submitting.'));
return $this->ticketTask($rowc);
}
// Update ticket status if necessary
if ($id && isset($incoming['status']) && $incoming['status'] == 0) {
$row->set('open', 0);
$row->set('resolved', Lang::txt('COM_SUPPORT_COMMENT_OPT_CLOSED'));
}
$row->set('open', $row->status('open'));
// Check content
if (!$row->check()) {
throw new Exception($row->getError(), 500);
}
// If an existing ticket AND closed AND previously open
if ($id && !$row->get('open') && $row->get('open') != $old->get('open')) {
// Record the closing time
$row->set('closed', Date::toSql());
}
// Incoming comment
if ($comment) {
// If a comment was posted by the ticket submitter to a "waiting user response" ticket, change status.
if ($row->isWaiting() && User::get('username') == $row->get('login')) {
$row->open();
}
}
// Store new content
if (!$row->store()) {
throw new Exception($row->getError(), 500);
}
// Save the tags
$row->tag(Request::getVar('tags', '', 'post'), User::get('id'), 1);
$row->set('tags', $row->tags('string'));
// Create a new support comment object and populate it
$access = Request::getInt('access', 0);
$rowc->set('ticket', $id);
$rowc->set('comment', nl2br($comment));
$rowc->set('created', Date::toSql());
$rowc->set('created_by', User::get('id'));
$rowc->set('access', $access);
// Compare fields to find out what has changed for this ticket and build a changelog
$rowc->changelog()->diff($old, $row);
$rowc->changelog()->cced(Request::getVar('cc', ''));
// Save the data
if (!$rowc->store()) {
throw new Exception($rowc->getError(), 500);
}
Event::trigger('support.onTicketUpdate', array($row, $rowc));
$attach = new Tables\Attachment($this->database);
if ($tmp = Request::getInt('tmp_dir')) {
$attach->updateCommentId($tmp, $rowc->get('id'));
}
$attachment = $this->uploadTask($row->get('id'), $rowc->get('id'));
// Only do the following if a comment was posted
// otherwise, we're only recording a changelog
if ($rowc->get('comment') || $row->get('owner') != $old->get('owner') || $row->get('group') != $old->get('group') || $rowc->attachments()->total() > 0) {
// Send e-mail to ticket submitter?
if (Request::getInt('email_submitter', 0) == 1) {
// Is the comment private? If so, we do NOT send e-mail to the
// submitter regardless of the above setting
if (!$rowc->isPrivate()) {
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_SUBMITTER'), 'name' => $row->submitter('name'), 'email' => $row->submitter('email'), 'id' => $row->submitter('id')));
}
}
// Send e-mail to ticket owner?
if (Request::getInt('email_owner', 0) == 1) {
if ($old->get('owner') && $row->get('owner') != $old->get('owner')) {
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_PRIOR_OWNER'), 'name' => $old->owner('name'), 'email' => $old->owner('email'), 'id' => $old->owner('id')));
}
if ($row->get('owner')) {
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_OWNER'), 'name' => $row->owner('name'), 'email' => $row->owner('email'), 'id' => $row->owner('id')));
} elseif ($row->get('group')) {
$group = \Hubzero\User\Group::getInstance($row->get('group'));
if ($group) {
foreach ($group->get('managers') as $manager) {
$manager = User::getInstance($manager);
if (!$manager || !$manager->get('id')) {
continue;
}
$rowc->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_GROUPMANAGER'), 'name' => $manager->get('name'), 'email' => $manager->get('email'), 'id' => $manager->get('id')));
}
}
}
}
// Add any CCs to the e-mail list
foreach ($rowc->changelog()->get('cc') as $cc) {
$rowc->addTo($cc, Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_CC'));
}
// Message people watching this ticket,
// but ONLY if the comment was NOT marked private
foreach ($row->watchers() as $watcher) {
$this->acl->setUser($watcher->user_id);
if (!$rowc->isPrivate() || $rowc->isPrivate() && $this->acl->check('read', 'private_comments')) {
$rowc->addTo($watcher->user_id, 'watcher');
}
}
$this->acl->setUser(User::get('id'));
$recipients = array(['support.tickets', 1]);
if (count($rowc->to())) {
$this->config->set('email_terse', Request::getInt('email_terse', 0));
$allowEmailResponses = $this->config->get('email_processing');
if ($this->config->get('email_terse')) {
$allowEmailResponses = false;
}
if ($allowEmailResponses) {
try {
$encryptor = new \Hubzero\Mail\Token();
} catch (Exception $e) {
$allowEmailResponses = false;
}
}
// Build e-mail components
$subject = Lang::txt('COM_SUPPORT_EMAIL_SUBJECT_TICKET_COMMENT', $row->get('id'));
$from = array('name' => Lang::txt('COM_SUPPORT_EMAIL_FROM', Config::get('sitename')), 'email' => Config::get('mailfrom'), 'multipart' => md5(date('U')));
$message = array();
// Plain text email
$eview = new \Hubzero\Mail\View(array('name' => 'emails', 'layout' => 'comment_plain'));
$eview->option = $this->_option;
$eview->controller = $this->_controller;
$eview->comment = $rowc;
$eview->ticket = $row;
$eview->config = $this->config;
$eview->delimiter = $allowEmailResponses ? '~!~!~!~!~!~!~!~!~!~!' : '';
$message['plaintext'] = $eview->loadTemplate(false);
$message['plaintext'] = str_replace("\n", "\r\n", $message['plaintext']);
// HTML email
$eview->setLayout('comment_html');
$message['multipart'] = $eview->loadTemplate();
$message['multipart'] = str_replace("\n", "\r\n", $message['multipart']);
$message['attachments'] = array();
if (!$this->config->get('email_terse')) {
foreach ($rowc->attachments() as $attachment) {
if ($attachment->size() < 2097152) {
$message['attachments'][] = $attachment->link('filepath');
}
}
}
foreach ($rowc->to('ids') as $to) {
$recipients[] = ['user', $to['id']];
if ($allowEmailResponses) {
// The reply-to address contains the token
$token = $encryptor->buildEmailToken(1, 1, $to['id'], $id);
$from['replytoemail'] = 'htc-' . $token . strstr(Config::get('mailfrom'), '@');
}
// Get the user's email address
if (!Event::trigger('xmessage.onSendMessage', array('support_reply_submitted', $subject, $message, $from, array($to['id']), $this->_option))) {
$this->setError(Lang::txt('COM_SUPPORT_ERROR_FAILED_TO_MESSAGE', $to['name'] . '(' . $to['role'] . ')'));
}
// Watching should be anonymous
if ($to['role'] == 'watcher') {
continue;
}
$rowc->changelog()->notified($to['role'], $to['name'], $to['email']);
}
foreach ($rowc->to('emails') as $to) {
if ($allowEmailResponses) {
$token = $encryptor->buildEmailToken(1, 1, -9999, $id);
$email = array($to['email'], 'htc-' . $token . strstr(Config::get('mailfrom'), '@'));
// In this case each item in email in an array, 1- To, 2:reply to address
Utilities::sendEmail($email[0], $subject, $message, $from, $email[1]);
} else {
// email is just a plain 'ol string
Utilities::sendEmail($to['email'], $subject, $message, $from);
}
// Watching should be anonymous
if ($to['role'] == 'watcher') {
continue;
}
$rowc->changelog()->notified($to['role'], $to['name'], $to['email']);
}
} else {
// Force entry to private if no comment or attachment was made
if (!$rowc->get('comment') && $rowc->attachments()->total() <= 0) {
$rowc->set('access', 1);
}
}
// Were there any changes?
if (count($rowc->changelog()->get('notifications')) > 0 || $access != $rowc->get('access')) {
if (!$rowc->store()) {
throw new Exception($rowc->getError(), 500);
}
}
$desc = Lang::txt('COM_SUPPORT_ACTIVITY_TICKET_UPDATED', '<a href="' . Route::url($row->link()) . '">#' . $row->get('id') . ' - ' . $row->get('summary') . '</a>');
if ($rowc->get('comment')) {
$desc = Lang::txt('COM_SUPPORT_ACTIVITY_COMMENT_CREATED', $rowc->get('id'), '<a href="' . Route::url($row->link()) . '">#' . $row->get('id') . ' - ' . $row->get('summary') . '</a>');
}
Event::trigger('system.logActivity', ['activity' => ['action' => 'created', 'scope' => 'support.ticket.comment', 'scope_id' => $rowc->get('id'), 'description' => $desc, 'details' => array('id' => $row->get('id'), 'summary' => $row->get('summary'), 'url' => Route::url($row->link()), 'comment' => $rowc->get('id'))], 'recipients' => $recipients]);
}
// Display the ticket with changes, new comment
App::redirect(Route::url('index.php?option=' . $this->_option . '&controller=' . $this->_controller . '&task=ticket&id=' . $id), $this->getError() ? $this->getError() : null, $this->getError() ? 'error' : null);
}