/**
* Check if a reply is needed.
*
* Takes a ticket ID and checks if a reply is needed. The check is based
* on who replied last. If a client was the last to reply, or if the ticket
* was just transferred from one agent to another, then it is considered
* as "awaiting reply".
*
* @since 3.0.0
* @param integer $post_id The ID of the ticket to check
* @param object $latest The object containing the ticket replies. If the object was previously generated we pass it directly in order to avoid re-querying
* @return boolean True if a reply is needed, false otherwise
*/
function wpas_is_reply_needed($post_id, $latest = null)
{
if ('closed' === wpas_get_ticket_status($post_id)) {
return false;
}
/* Prepare the new object */
if (is_null($latest)) {
$latest = new WP_Query(array('posts_per_page' => 1, 'orderby' => 'post_date', 'order' => 'DESC', 'post_type' => 'ticket_reply', 'post_parent' => $post_id, 'post_status' => array('unread', 'read'), 'no_found_rows' => true, 'cache_results' => false, 'update_post_term_cache' => false, 'update_post_meta_cache' => false));
}
/* No reply yet. */
if (empty($latest->posts)) {
$post = get_post($post_id);
/* Make sure the ticket wan not created by an agent on behalf of the client. */
if (!user_can($post->post_author, 'edit_ticket')) {
return true;
}
} else {
$last = $latest->post_count - 1;
/* Check if the last user who replied is an agent. */
if (!user_can($latest->posts[$last]->post_author, 'edit_ticket') && 'unread' === $latest->posts[$last]->post_status) {
return true;
}
}
return false;
}
/**
* Display the post status.
*
* Gets the ticket status and formats it according to the plugin settings.
*
* @since 3.0.0
*
* @param string $name Field / column name. This parameter is important as it is automatically passed by some
* filters
* @param integer $post_id ID of the post being processed
*
* @return string Formatted ticket status
*/
function wpas_cf_display_status($name, $post_id)
{
$status = wpas_get_ticket_status($post_id);
if ('closed' === $status) {
$label = __('Closed', 'awesome-support');
$color = wpas_get_option("color_{$status}", '#dd3333');
$tag = "<span class='wpas-label' style='background-color:{$color};'>{$label}</span>";
} else {
$post = get_post($post_id);
$post_status = $post->post_status;
$custom_status = wpas_get_post_status();
if (!array_key_exists($post_status, $custom_status)) {
$label = __('Open', 'awesome-support');
$color = wpas_get_option("color_{$status}", '#169baa');
$tag = "<span class='wpas-label' style='background-color:{$color};'>{$label}</span>";
} else {
$defaults = array('queued' => '#1e73be', 'processing' => '#a01497', 'hold' => '#b56629');
$label = $custom_status[$post_status];
$color = wpas_get_option("color_{$post_status}", false);
if (false === $color) {
if (isset($defaults[$post_status])) {
$color = $defaults[$post_status];
} else {
$color = '#169baa';
}
}
$tag = "<span class='wpas-label' style='background-color:{$color};'>{$label}</span>";
}
}
echo $tag;
}
/**
* Get tickets lit columns content.
*
* Based on the columns displayed in the front-end tickets list,
* this function will display the column content by using its callback.
* The callback can be a "standard" case like the title, or a custom function
* as used by the custom fields mostly.
*
* @since 3.0.0
* @param string $column_id ID of the current column
* @param array $column Columns data
* @return void
*/
function wpas_get_tickets_list_column_content($column_id, $column)
{
$callback = $column['callback'];
switch ($callback) {
case 'id':
echo '#' . get_the_ID();
break;
case 'status':
echo wpas_get_ticket_status(get_the_ID());
break;
case 'title':
?>
<a href="<?php
echo get_permalink(get_the_ID());
?>
"><?php
the_title();
?>
</a><?php
break;
case 'date':
$offset = wpas_get_offset_html5();
?>
<time datetime="<?php
echo get_the_date('Y-m-d\\TH:i:s') . $offset;
?>
"><?php
echo get_the_date(get_option('date_format')) . ' ' . get_the_date(get_option('time_format'));
?>
</time><?php
break;
case 'taxonomy':
$terms = get_the_terms(get_the_ID(), $column_id);
$list = array();
if (empty($terms)) {
continue;
}
foreach ($terms as $term) {
array_push($list, $term->name);
}
echo implode(', ', $list);
break;
default:
if (function_exists($callback)) {
call_user_func($callback, $column_id, get_the_ID());
}
break;
}
}
/**
* Get the ticket state slug.
*
* Gets the ticket status. If the ticket is closed nothing fancy.
* If not, we return the ticket state instead of the "Open" status.
*
* The difference with wpas_get_ticket_status_state() is that only slugs are returned. No translation or capitalized
* terms.
*
* @since 3.3
*
* @param integer $post_id Post ID
*
* @return string Ticket status / state
*/
function wpas_get_ticket_status_state_slug($post_id)
{
$status = wpas_get_ticket_status($post_id);
if ('closed' === $status) {
return $status;
}
$post = get_post($post_id);
$post_status = $post->post_status;
$custom_status = wpas_get_post_status();
if (!array_key_exists($post_status, $custom_status)) {
return 'open';
}
return $post->post_status;
}
/**
* Get the ticket state.
*
* Gets the ticket status. If the ticket is closed nothing fancy.
* If not, we return the ticket state instead of the "Open" status.
*
* @since 3.1.5
*
* @param integer $post_id Post ID
*
* @return string Ticket status / state
*/
function wpas_get_ticket_status_state($post_id)
{
$status = wpas_get_ticket_status($post_id);
if ('closed' === $status) {
$output = __('Closed', 'wpas');
} else {
$post = get_post($post_id);
$post_status = $post->post_status;
$custom_status = wpas_get_post_status();
if (!array_key_exists($post_status, $custom_status)) {
$output = __('Open', 'wpas');
} else {
$output = $custom_status[$post_status];
}
}
return $output;
}
/**
* Add items in action row.
*
* Add a quick option to open or close a ticket
* directly from the tickets list.
*
* @since 3.0.0
* @param array $actions List of existing options
* @param object $post Current post object
* @return array List of options with ours added
*/
public function ticket_action_row($actions, $post)
{
if ('ticket' === $post->post_type) {
$status = wpas_get_ticket_status($post->ID);
if ('open' === $status) {
$actions['close'] = '<a href="' . wpas_get_close_ticket_url($post->ID) . '">' . __('Close', 'awesome-support') . '</a>';
} elseif ('closed' === $status) {
$actions['open'] = '<a href="' . wpas_get_open_ticket_url($post->ID) . '">' . __('Open', 'awesome-support') . '</a>';
}
}
return $actions;
}
foreach ($columns as $column_id => $column) {
$data_attributes = '';
// Add the data attributes if any
if (isset($column['column_attributes']['head']) && is_array($column['column_attributes']['head'])) {
$data_attributes = wpas_array_to_data_attributes($column['column_attributes']['head']);
}
printf('<th id="wpas-ticket-%1$s" %3$s>%2$s</th>', $column_id, $column['title'], $data_attributes);
}
?>
</tr>
</thead>
<tbody>
<?php
while ($wpas_tickets->have_posts()) {
$wpas_tickets->the_post();
echo '<tr class="wpas-status-' . wpas_get_ticket_status($wpas_tickets->post->ID) . '" id="wpas_ticket_' . $wpas_tickets->post->ID . '">';
foreach ($columns as $column_id => $column) {
$data_attributes = '';
// Add the data attributes if any
if (isset($column['column_attributes']['body']) && is_array($column['column_attributes']['body'])) {
$data_attributes = wpas_array_to_data_attributes($column['column_attributes']['body'], true);
}
printf('<td %s>', $data_attributes);
/* Display the content for this column */
wpas_get_tickets_list_column_content($column_id, $column);
echo '</td>';
}
echo '</tr>';
}
wp_reset_query();
?>
/**
* Check if a reply is needed.
*
* Takes a ticket ID and checks if a reply is needed. The check is based
* on who replied last. If a client was the last to reply, or if the ticket
* was just transferred from one agent to another, then it is considered
* as "awaiting reply".
*
* @since 3.0.0
*
* @param integer $post_id The ID of the ticket to check
* @param WP_Query|null $replies The object containing the ticket replies. If the object was previously generated we
* pass it directly in order to avoid re-querying
*
* @return boolean True if a reply is needed, false otherwise
*/
function wpas_is_reply_needed($post_id, $replies = null)
{
if ('closed' === wpas_get_ticket_status($post_id)) {
return false;
}
/* Prepare the new object */
if (is_null($replies) || is_object($replies) && !is_a($replies, 'WP_Query')) {
$replies = WPAS_Tickets_List::get_instance()->get_replies_query($post_id);
}
/* No reply yet. */
if (empty($replies->posts)) {
$post = get_post($post_id);
/* Make sure the ticket wan not created by an agent on behalf of the client. */
if (!user_can($post->post_author, 'edit_ticket')) {
return true;
}
} else {
$last = $replies->post_count - 1;
// If the last agent reply was not from the currently logged-in agent then there are two possible scenarios
if (user_can($replies->posts[$last]->post_author, 'edit_ticket') && (int) $replies->posts[$last]->post_author !== get_current_user_id()) {
// First, the plugin is set to show all tickets to every agent. In this case, we don't want all agents to see the awaiting reply tag
if (true === (bool) wpas_get_option('agent_see_all')) {
return false;
} else {
return true;
}
}
// If the last reply is not from an agent and the reply is still unread we need the ticket to stand out
if (!user_can($replies->posts[$last]->post_author, 'edit_ticket') && 'unread' === $replies->posts[$last]->post_status) {
return true;
}
}
return false;
}
/**
* Check if a reply is needed.
*
* Takes a ticket ID and checks if a reply is needed. The check is based
* on who replied last. If a client was the last to reply, or if the ticket
* was just transferred from one agent to another, then it is considered
* as "awaiting reply".
*
* @since 3.0.0
*
* @param integer $post_id The ID of the ticket to check
* @param WP_Query|null $replies The object containing the ticket replies. If the object was previously generated we
* pass it directly in order to avoid re-querying
*
* @return boolean True if a reply is needed, false otherwise
*/
function wpas_is_reply_needed($post_id, $replies = null)
{
if ('closed' === wpas_get_ticket_status($post_id)) {
return false;
}
/* Prepare the new object */
if (is_null($replies) || is_object($replies) && !is_a($replies, 'WP_Query')) {
$replies = WPAS_Tickets_List::get_instance()->get_replies_query($post_id);
}
/* No reply yet. */
if (empty($replies->posts)) {
$post = get_post($post_id);
/* Make sure the ticket wan not created by an agent on behalf of the client. */
if (!user_can($post->post_author, 'edit_ticket')) {
return true;
}
} else {
$last = $replies->post_count - 1;
// If the last agent reply was not from the currently logged-in agent then the ticket must have been transferred and we need to to stand out
if (user_can($replies->posts[$last]->post_author, 'edit_ticket') && (int) $replies->posts[$last]->post_author !== get_current_user_id()) {
return true;
}
// If the last reply is not from an agent and the reply is still unread we need the ticket to stand out
if (!user_can($replies->posts[$last]->post_author, 'edit_ticket') && 'unread' === $replies->posts[$last]->post_status) {
return true;
}
}
return false;
}
