/**
* Update a support ticket
*
* @param integer $toolid Tool ID
* @param array $oldstuff Information before any changes
* @param array $newstuff Information after changes
* @param string $comment Comments to add
* @param integer $access Parameter description (if any) ...
* @param integer $email Parameter description (if any) ...
* @param integer $action Parameter description (if any) ...
* @return boolean False if errors, True on success
*/
protected function _updateTicket($toolid, $oldstuff, $newstuff, $comment, $access = 0, $email = 0, $action = 1, $toolinfo = array())
{
$obj = new \Components\Tools\Tables\Tool($this->database);
$summary = '';
$rowc = new \Components\Support\Models\Comment();
$rowc->set('ticket', $obj->getTicketId($toolid));
// see what changed
if ($oldstuff != $newstuff) {
if ($oldstuff['toolname'] != $newstuff['toolname']) {
$rowc->changelog()->changed(Lang::txt('COM_TOOLS_TOOLNAME'), $oldstuff['toolname'], $newstuff['toolname']);
}
if ($oldstuff['title'] != $newstuff['title']) {
$rowc->changelog()->changed(Lang::txt('COM_TOOLS_TOOL') . ' ' . strtolower(Lang::txt('COM_TOOLS_TITLE')), $oldstuff['title'], $newstuff['title']);
$summary .= strtolower(Lang::txt('COM_TOOLS_TITLE'));
}
if ($oldstuff['version'] != '' && $oldstuff['version'] != $newstuff['version']) {
$rowc->changelog()->changed(strtolower(Lang::txt('COM_TOOLS_DEV_VERSION_LABEL')), $oldstuff['version'], $newstuff['version']);
$summary .= $summary == '' ? '' : ', ';
$summary .= strtolower(Lang::txt('COM_TOOLS_VERSION'));
} else {
if ($oldstuff['version'] == '' && $newstuff['version'] != '') {
$rowc->changelog()->changed(strtolower(Lang::txt('COM_TOOLS_DEV_VERSION_LABEL')), '', $newstuff['version']);
}
}
if ($oldstuff['description'] != $newstuff['description']) {
$rowc->changelog()->changed(Lang::txt('COM_TOOLS_TOOL') . ' ' . strtolower(Lang::txt('COM_TOOLS_DESCRIPTION')), $oldstuff['description'], $newstuff['description']);
$summary .= $summary == '' ? '' : ', ';
$summary .= strtolower(Lang::txt('COM_TOOLS_DESCRIPTION'));
}
if ($oldstuff['exec'] != $newstuff['exec']) {
$rowc->changelog()->changed(Lang::txt('COM_TOOLS_TOOL_ACCESS'), $oldstuff['exec'], $newstuff['exec']);
if ($newstuff['exec'] == '@GROUP') {
$rowc->changelog()->changed(Lang::txt('COM_TOOLS_ALLOWED_GROUPS'), '', \Components\Tools\Helpers\Html::getGroups($newstuff['membergroups']));
}
$summary .= $summary == '' ? '' : ', ';
$summary .= strtolower(Lang::txt('COM_TOOLS_TOOL_ACCESS'));
}
if ($oldstuff['code'] != $newstuff['code']) {
$rowc->changelog()->changed(Lang::txt('COM_TOOLS_CODE_ACCESS'), $oldstuff['code'], $newstuff['code']);
$summary .= $summary == '' ? '' : ', ';
$summary .= strtolower(Lang::txt('COM_TOOLS_CODE_ACCESS'));
}
if ($oldstuff['wiki'] != $newstuff['wiki']) {
$rowc->changelog()->changed(Lang::txt('COM_TOOLS_WIKI_ACCESS'), $oldstuff['wiki'], $newstuff['wiki']);
$summary .= $summary == '' ? '' : ', ';
$summary .= strtolower(Lang::txt('COM_TOOLS_WIKI_ACCESS'));
}
if ($oldstuff['vncGeometry'] != $newstuff['vncGeometry']) {
$rowc->changelog()->changed(Lang::txt('COM_TOOLS_VNC_GEOMETRY'), $oldstuff['vncGeometry'], $newstuff['vncGeometry']);
$summary .= $summary == '' ? '' : ', ';
$summary .= strtolower(Lang::txt('COM_TOOLS_VNC_GEOMETRY'));
}
if ($oldstuff['developers'] != $newstuff['developers']) {
$rowc->changelog()->changed(Lang::txt('COM_TOOLS_DEVELOPMENT_TEAM'), \Components\Tools\Helpers\Html::getDevTeam($oldstuff['developers']), \Components\Tools\Helpers\Html::getDevTeam($newstuff['developers']));
$summary .= $summary == '' ? '' : ', ';
$summary .= strtolower(Lang::txt('COM_TOOLS_DEVELOPMENT_TEAM'));
}
// end of tool information changes
if ($summary) {
$summary .= ' ' . Lang::txt('COM_TOOLS_INFO_CHANGED');
$action = 1;
}
// tool status/priority changes
if ($oldstuff['priority'] != $newstuff['priority']) {
$rowc->changelog()->changed(Lang::txt('COM_TOOLS_PRIORITY'), \Components\Tools\Helpers\Html::getPriority($oldstuff['priority']), \Components\Tools\Helpers\Html::getPriority($newstuff['priority']));
$email = 0;
// do not send email about priority changes
}
if ($oldstuff['state'] != $newstuff['state']) {
$rowc->changelog()->changed(Lang::txt('COM_TOOLS_TICKET_CHANGED_FROM'), \Components\Tools\Helpers\Html::getStatusName($oldstuff['state'], $oldstate), \Components\Tools\Helpers\Html::getStatusName($newstuff['state'], $newstate));
$summary = Lang::txt('COM_TOOLS_STATUS') . ' ' . Lang::txt('COM_TOOLS_TICKET_CHANGED_FROM') . ' ' . $oldstate . ' ' . Lang::txt('COM_TOOLS_TO') . ' ' . $newstate;
$email = 1;
// send email about status changes
$action = 2;
}
}
if ($comment) {
//$action = $action==2 ? $action : 3;
$email = 1;
$rowc->set('comment', nl2br($comment));
}
$rowc->set('created', Date::toSql());
$rowc->set('created_by', User::get('id'));
$rowc->set('access', $access);
if (!$rowc->store()) {
$this->setError($rowc->getError());
return false;
}
if ($email) {
// send notification emails
$summary = $summary ? $summary : $comment;
$this->_email($toolid, $summary, $comment, $access, $action, $toolinfo);
}
return true;
}
/**
* Close tickets in a pending state for a specific amount of time
*
* @param object $job \Components\Cron\Models\Job
* @return boolean
*/
public function onClosePending(\Components\Cron\Models\Job $job)
{
$params = $job->get('params');
$database = App::get('db');
$sconfig = Component::params('com_support');
$slc = "SELECT id, login, email, name FROM `#__support_tickets` AS t";
$upd = "UPDATE `#__support_tickets` AS t SET t.`open`=0, t.`status`=0, t.`closed`=" . $database->quote(Date::toSql());
$where = array();
$where[] = "t.`type`=0";
$where[] = "t.`open`=1";
if (is_object($params)) {
$statuses = array();
if (is_numeric($params->get('support_ticketpending_status1'))) {
$statuses[] = $params->get('support_ticketpending_status1');
}
if (is_numeric($params->get('support_ticketpending_status2'))) {
$statuses[] = $params->get('support_ticketpending_status2');
}
if (is_numeric($params->get('support_ticketpending_status3'))) {
$statuses[] = $params->get('support_ticketpending_status3');
}
if (count($statuses)) {
$where[] = "t.`status` IN (" . implode(',', $statuses) . ")";
}
if ($group = $params->get('support_ticketpending_group')) {
$where[] = "t.`group`=" . $database->quote($group);
}
if ($owners = $params->get('support_ticketpending_owners')) {
$usernames = explode(',', $owners);
$usernames = array_map('trim', $usernames);
foreach ($usernames as $k => $username) {
$user = User::getInstance($username);
$usernames[$k] = $database->quote($user->get('id'));
}
$where[] = "t.`owner` IN (" . implode(", ", $usernames) . ")";
}
if ($severity = $params->get('support_ticketpending_severity')) {
if ($severity != 'all') {
$severities = explode(',', $severity);
$severities = array_map('trim', $severities);
foreach ($severities as $k => $severity) {
$severities[$k] = $database->quote($severity);
}
$where[] = "t.`severity` IN (" . implode(", ", $severities) . ")";
}
}
if ($owned = intval($params->get('support_ticketpending_owned', 0))) {
if ($owned == 1) {
$where[] = "(t.`owner` IS NULL OR `owner`='')";
} else {
if ($owned == 2) {
$where[] = "(t.`owner` IS NOT NULL AND `owner` !='')";
}
}
}
if ($submitters = $params->get('support_ticketpending_submitters')) {
$usernames = explode(',', $submitters);
$usernames = array_map('trim', $usernames);
foreach ($usernames as $k => $username) {
$usernames[$k] = $database->quote($username);
}
$where[] = "t.`login` IN (" . implode(", ", $usernames) . ")";
}
if ($tags = $params->get('support_ticketpending_excludeTags', '')) {
$tags = explode(',', $tags);
$tags = array_map('trim', $tags);
foreach ($tags as $k => $tag) {
$tags[$k] = $database->quote($tag);
}
$where[] = "t.`id` NOT IN (\n\t\t\t\t\t\t\tSELECT jto.`objectid` FROM `#__tags_object` AS jto\n\t\t\t\t\t\t\tJOIN `#__tags` AS jt ON jto.`tagid`=jt.`id`\n\t\t\t\t\t\t\tWHERE jto.`tbl`='support'\n\t\t\t\t\t\t\tAND (\n\t\t\t\t\t\t\t\tjt.`tag` IN (" . implode(", ", $tags) . ") OR jt.`raw_tag` IN (" . implode(", ", $tags) . ")\n\t\t\t\t\t\t\t)\n\t\t\t\t\t\t)";
}
if ($tags = $params->get('support_ticketpending_includeTags', '')) {
$tags = explode(',', $tags);
$tags = array_map('trim', $tags);
foreach ($tags as $k => $tag) {
$tags[$k] = $database->quote($tag);
}
$where[] = "t.`id` IN (\n\t\t\t\t\t\t\tSELECT jto.`objectid` FROM `#__tags_object` AS jto\n\t\t\t\t\t\t\tJOIN `#__tags` AS jt ON jto.`tagid`=jt.`id`\n\t\t\t\t\t\t\tWHERE jto.`tbl`='support'\n\t\t\t\t\t\t\tAND (\n\t\t\t\t\t\t\t\tjt.`tag` IN (" . implode(", ", $tags) . ") OR jt.`raw_tag` IN (" . implode(", ", $tags) . ")\n\t\t\t\t\t\t\t)\n\t\t\t\t\t\t)";
}
if ($created = $params->get('support_ticketpending_activity', '-2week')) {
$op = '';
switch ($created) {
// Created before (older than)
case '-day':
$op = '<=';
$timestamp = Date::modify('-1 day');
break;
case '-week':
$op = '<=';
$timestamp = Date::modify('-1 week');
break;
case '-2week':
$op = '<=';
$timestamp = Date::modify('-2 week');
break;
case '-3week':
$op = '<=';
$timestamp = Date::modify('-3 week');
break;
case '-month':
$op = '<=';
$timestamp = Date::modify('-1 month');
break;
case '-6month':
$op = '<=';
$timestamp = Date::modify('-6 month');
break;
case '-year':
$op = '<=';
$timestamp = Date::modify('-1 year');
break;
case '--':
$op = '';
break;
}
if ($op) {
$where[] = "(SELECT MAX(c.`created`) FROM `#__support_comments` AS c WHERE c.`ticket`=t.`id`) " . $op . $database->quote($timestamp->toSql());
}
}
} else {
$timestamp = Date::modify('-2 week');
$where[] = "t.`created` <= " . $database->quote($timestamp->toSql());
}
if (count($where) > 0) {
$slc .= " WHERE " . implode(" AND ", $where);
$upd .= " WHERE " . implode(" AND ", $where);
}
$message_id = $params->get('support_ticketpending_message');
// Get a list of tickets before we update them
$tickets = array();
if ($message_id) {
$database->setQuery($slc);
$tickets = $database->loadObjectList();
}
// Update the tickets
$database->setQuery($upd);
if (!$database->query()) {
Log::error('CRON query failed: ' . $database->getErrorMsg());
} else {
if ($message_id && !empty($tickets)) {
Lang::load('com_support') || Lang::load('com_support', PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'site');
include_once PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'tables' . DS . 'message.php';
include_once PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'models' . DS . 'ticket.php';
$message = new \Components\Support\Tables\Message($database);
$message->load($message_id);
// Make sure we have a message to send
if ($message->message) {
$from = array('name' => Config::get('sitename') . ' ' . Lang::txt('COM_SUPPORT'), 'email' => Config::get('mailfrom'), 'multipart' => md5(date('U')));
// Set mail additional args (mail return path - used for bounces)
if ($host = Request::getVar('HTTP_HOST', '', 'server')) {
$args = '-f hubmail-bounces@' . $host;
}
$subject = Lang::txt('COM_SUPPORT') . ': ' . Lang::txt('COM_SUPPORT_TICKETS');
$mailed = array();
$message->message = str_replace('{sitename}', Config::get('sitename'), $message->message);
$message->message = str_replace('{siteemail}', Config::get('mailfrom'), $message->message);
$comment = new \Components\Support\Models\Comment();
$comment->set('created', Date::toSql());
$comment->set('created_by', 0);
$comment->set('access', 0);
$comment->set('comment', $message->message);
foreach ($tickets as $submitter) {
$name = null;
$email = null;
if ($submitter->login) {
// Get the user's account
$user = User::getInstance($submitter->login);
if (is_object($user) && $user->get('id')) {
$name = $user->get('name');
$email = $user->get('email');
}
}
$email = $email ?: $submitter->email;
$name = $name ?: $submitter->name;
$name = $name ?: $email;
if (!$email) {
continue;
}
// Try to ensure no duplicates
if (in_array($email, $mailed)) {
continue;
}
$old = new \Components\Support\Models\Ticket($submitter->id);
$old->set('open', 1);
$row = clone $old;
$row->set('open', 0);
$comment->set('comment', str_replace('#XXX', '#' . $row->get('id'), $comment->get('comment')));
$comment->set('comment', str_replace('{ticket#}', $row->get('id'), $comment->get('comment')));
// Compare fields to find out what has changed for this ticket and build a changelog
$comment->changelog()->diff($old, $row);
$comment->set('ticket', $row->get('id'));
$eview = new \Hubzero\Mail\View(array('base_path' => PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'site', 'name' => 'emails', 'layout' => 'comment_plain'));
$eview->option = 'com_support';
$eview->controller = 'tickets';
$eview->delimiter = '~!~!~!~!~!~!~!~!~!~!';
$eview->boundary = $from['multipart'];
$eview->comment = $comment;
$eview->config = $sconfig;
$eview->ticket = $row;
$plain = $eview->loadTemplate(false);
$plain = str_replace("\n", "\r\n", $plain);
// HTML
$eview->setLayout('comment_html');
$html = $eview->loadTemplate();
$html = str_replace("\n", "\r\n", $html);
// Build message
$message = new \Hubzero\Mail\Message();
$message->setSubject($subject)->addFrom($from['email'], $from['name'])->addTo($email, $name)->addHeader('X-Component', 'com_support')->addHeader('X-Component-Object', 'support_ticket_comment');
$message->addPart($plain, 'text/plain');
$message->addPart($html, 'text/html');
// Send mail
if (!$message->send()) {
echo 'CRON email failed: ' . Lang::txt('Failed to mail %s', $email);
//$this->setError(Lang::txt('Failed to mail %s', $fullEmailAddress));
Log::error('CRON email failed: ' . Lang::txt('Failed to mail %s', $email));
}
$mailed[] = $email;
}
}
}
}
return true;
}
/**
* Delete a ticket comment
*
* @apiMethod DELETE
* @apiUri /support/{ticket}/comments/{comment}
* @apiParameter {
* "name": "ticket",
* "description": "Ticket identifier",
* "type": "integer",
* "required": true,
* "default": 0
* }
* @apiParameter {
* "name": "comment",
* "description": "Comment identifier",
* "type": "integer",
* "required": true,
* "default": 0
* }
* @return void
*/
public function deleteTask()
{
$this->requiresAuthentication();
if (!$this->acl->check('delete', 'comments')) {
throw new Exception(Lang::txt('Not authorized'), 403);
}
$ticket_id = Request::getInt('ticket', 0);
$comment_id = Request::getInt('comment', 0);
$ticket = new \Components\Support\Models\Ticket($ticket_id);
if (!$ticket->exists()) {
throw new Exception(Lang::txt('COM_SUPPORT_ERROR_MISSING_RECORD'), 404);
}
$comment = new \Components\Support\Models\Comment($comment_id);
if (!$comment->exists()) {
throw new Exception(Lang::txt('COM_SUPPORT_ERROR_MISSING_RECORD'), 404);
}
if ($comment->isPrivate() && !$this->acl->check('delete', 'private_comments')) {
throw new Exception(Lang::txt('COM_SUPPORT_ERROR_UNAUTHORIZED'), 403);
}
if (!$comment->delete()) {
throw new Exception($comment->getError(), 500);
}
$this->send(null, 204);
}
