/**
* 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;
}
/**
* Create a new comment
*
* @apiMethod POST
* @apiUri /support/{ticket}/comments
* @apiParameter {
* "name": "scope",
* "description": "Scope type (group, member, etc.)",
* "type": "string",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "scope_id",
* "description": "Scope object ID",
* "type": "integer",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "title",
* "description": "Entry title",
* "type": "string",
* "required": true,
* "default": null
* }
* @apiParameter {
* "name": "alias",
* "description": "Entry alias",
* "type": "string",
* "required": false,
* "default": null
* }
* @return void
*/
public function createTask()
{
$this->requiresAuthentication();
if (!$this->acl->check('create', 'comments')) {
throw new Exception(Lang::txt('Not authorized'), 403);
}
$ticket_id = Request::getInt('ticket', 0, 'post');
// Load the old ticket so we can compare for the changelog
$old = new \Components\Support\Models\Ticket($ticket_id);
$old->set('tags', $old->tags('string'));
if (!$old->exists()) {
$this->errorMessage(500, Lang::txt('Ticket "%s" does not exist.', $ticket_id));
return;
}
// Initiate class and bind posted items to database fields
$ticket = new \Components\Support\Models\Ticket($ticket_id);
$ticket->set('status', Request::getInt('status', $ticket->get('status'), 'post'));
$ticket->set('open', Request::getInt('open', $ticket->get('open'), 'post'));
$ticket->set('category', Request::getInt('category', $ticket->get('category'), 'post'));
$ticket->set('severity', Request::getVar('severity', $ticket->get('severity'), 'post'));
$ticket->set('owner', Request::getVar('owner', $ticket->get('owner'), 'post'));
$ticket->set('group', Request::getVar('group', $ticket->get('group'), 'post'));
// If an existing ticket AND closed AND previously open
if ($ticket_id && !$ticket->get('open') && $ticket->get('open') != $old->get('open')) {
// Record the closing time
$ticket->set('closed', Date::toSql());
}
// Any tags?
if ($tags = trim(Request::getVar('tags', '', 'post'))) {
$ticket->tag($tags, $user->get('uidNumber'));
$ticket->set('tags', $ticket->tags('string'));
}
// Store new content
if (!$ticket->store()) {
$this->errorMessage(500, $ticket->getError());
return;
}
// Create a new comment
$comment = new \Components\Support\Models\Comment();
$comment->set('ticket', $ticket->get('id'));
$comment->set('comment', nl2br(Request::getVar('comment', '', 'post', 'none', 2)));
if ($comment->get('comment')) {
// If a comment was posted by the ticket submitter to a "waiting user response" ticket, change status.
if ($ticket->isWaiting() && $user->get('username') == $ticket->get('login')) {
$ticket->open();
}
}
$comment->set('created', Date::toSql());
$comment->set('created_by', $user->get('uidNumber'));
$comment->set('access', Request::getInt('access', 0, 'post'));
// Compare fields to find out what has changed for this ticket and build a changelog
$comment->changelog()->diff($old, $ticket);
$comment->changelog()->cced(Request::getVar('cc', '', 'post'));
// Store new content
if (!$comment->store()) {
$this->errorMessage(500, $comment->getError());
return;
}
if ($ticket->get('owner')) {
$comment->addTo(array('role' => Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_OWNER'), 'name' => $ticket->owner('name'), 'email' => $ticket->owner('email'), 'id' => $ticket->owner('id')));
}
// Add any CCs to the e-mail list
foreach ($comment->changelog()->get('cc') as $cc) {
$comment->addTo($cc, Lang::txt('COM_SUPPORT_COMMENT_SEND_EMAIL_CC'));
}
// Check if the notify list has eny entries
if (count($comment->to())) {
include_once PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'helpers' . DS . 'utilities.php';
$allowEmailResponses = $ticket->config('email_processing');
if ($allowEmailResponses) {
try {
$encryptor = new \Hubzero\Mail\Token();
} catch (Exception $e) {
$allowEmailResponses = false;
}
}
$subject = Lang::txt('COM_SUPPORT_EMAIL_SUBJECT_TICKET_COMMENT', $ticket->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('base_path' => PATH_CORE . '/components/com_support/site', 'name' => 'emails', 'layout' => 'comment_plain'));
$eview->option = 'com_support';
$eview->controller = 'tickets';
$eview->comment = $comment;
$eview->ticket = $ticket;
$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'] = $eview->loadTemplate();
// Send e-mail to admin?
foreach ($comment->to('ids') as $to) {
if ($allowEmailResponses) {
// The reply-to address contains the token
$token = $encryptor->buildEmailToken(1, 1, $to['id'], $ticket->get('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']), 'com_support'))) {
$this->setError(Lang::txt('COM_SUPPORT_ERROR_FAILED_TO_MESSAGE', $to['name'] . '(' . $to['role'] . ')'));
}
$comment->changelog()->notified($to['role'], $to['name'], $to['email']);
}
foreach ($comment->to('emails') as $to) {
if ($allowEmailResponses) {
$token = $encryptor->buildEmailToken(1, 1, -9999, $ticket->get('id'));
$email = array($to['email'], 'htc-' . $token . strstr(Config::get('mailfrom'), '@'));
// In this case each item in email in an array, 1- To, 2:reply to address
\Components\Support\Helpers\Utilities::sendEmail($email[0], $subject, $message, $from, $email[1]);
} else {
// email is just a plain 'ol string
\Components\Support\Helpers\Utilities::sendEmail($to['email'], $subject, $message, $from);
}
$comment->changelog()->notified($to['role'], $to['name'], $to['email']);
}
}
// Were there any changes?
if (count($comment->changelog()->get('notifications')) > 0 || count($comment->changelog()->get('cc')) > 0 || count($comment->changelog()->get('changes')) > 0) {
// Save the data
if (!$comment->store()) {
$this->errorMessage(500, $comment->getError());
return;
}
}
$msg = new stdClass();
$msg->ticket = $ticket->get('id');
$msg->comment = $comment->get('id');
$msg->notified = $comment->changelog()->get('notifications');
$this->setMessageType(Request::getVar('format', 'json'));
$this->send($msg, 200, 'OK');
}
