function create($var, &$errors, $origin, $autorespond = true, $alertstaff = true) { global $cfg, $thisclient, $_FILES; /* Coders never code so fully and joyfully as when they do it for free - Peter Rotich */ $id = 0; $fields = array(); $fields['name'] = array('type' => 'string', 'required' => 1, 'error' => 'Name required'); $fields['email'] = array('type' => 'email', 'required' => 1, 'error' => 'Valid email required'); $fields['subject'] = array('type' => 'string', 'required' => 1, 'error' => 'Subject required'); $fields['message'] = array('type' => 'text', 'required' => 1, 'error' => 'Message required'); if (strcasecmp($origin, 'web') == 0) { //Help topic only applicable on web tickets. $fields['topicId'] = array('type' => 'int', 'required' => 1, 'error' => 'Select help topic'); } elseif (strcasecmp($origin, 'staff') == 0) { //tickets created by staff...e.g on callins. $fields['deptId'] = array('type' => 'int', 'required' => 1, 'error' => 'Dept. required'); $fields['source'] = array('type' => 'string', 'required' => 1, 'error' => 'Indicate source'); $fields['duedate'] = array('type' => 'date', 'required' => 0, 'error' => 'Invalid date - must be MM/DD/YY'); } else { //Incoming emails $fields['emailId'] = array('type' => 'int', 'required' => 1, 'error' => 'Email unknown'); } $fields['pri'] = array('type' => 'int', 'required' => 0, 'error' => 'Invalid Priority'); $fields['phone'] = array('type' => 'phone', 'required' => 0, 'error' => 'Valid phone # required'); $validate = new Validator($fields); if (!$validate->validate($var)) { $errors = array_merge($errors, $validate->errors()); } //Make sure the email is not banned if (!$errors && BanList::isbanned($var['email'])) { $errors['err'] = 'Ticket denied. Error #403'; //We don't want to tell the user the real reason...Psssst. Sys::log(LOG_WARNING, 'Ticket denied', 'Banned email - ' . $var['email']); //We need to let admin know which email got banned. } if (!$errors && $thisclient && strcasecmp($thisclient->getEmail(), $var['email'])) { $errors['email'] = 'Email mismatch.'; } //Make sure phone extension is valid if ($var['phone_ext']) { if (!is_numeric($var['phone_ext']) && !$errors['phone']) { $errors['phone'] = 'Invalid phone ext.'; } elseif (!$var['phone']) { //make sure they just didn't enter ext without phone # $errors['phone'] = 'Phone number required'; } } //Make sure the due date is valid if ($var['duedate']) { if (!$var['time'] || strpos($var['time'], ':') === false) { $errors['time'] = 'Select time'; } elseif (strtotime($var['duedate'] . ' ' . $var['time']) === false) { $errors['duedate'] = 'Invalid duedate'; } elseif (strtotime($var['duedate'] . ' ' . $var['time']) <= time()) { $errors['duedate'] = 'Due date must be in the future'; } } //check attachment..if any is set ...only set on webbased tickets.. if ($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments()) { if (!$cfg->canUploadFileType($_FILES['attachment']['name'])) { $errors['attachment'] = 'Invalid file type [ ' . Format::htmlchars($_FILES['attachment']['name']) . ' ]'; } elseif ($_FILES['attachment']['size'] > $cfg->getMaxFileSize()) { $errors['attachment'] = 'File is too big. Max ' . $cfg->getMaxFileSize() . ' bytes allowed'; } } //check ticket limits..if limit set is >0 //TODO: Base ticket limits on SLA... if ($var['email'] && !$errors && $cfg->getMaxOpenTickets() > 0 && strcasecmp($origin, 'staff')) { $openTickets = Ticket::getOpenTicketsByEmail($var['email']); if ($openTickets >= $cfg->getMaxOpenTickets()) { $errors['err'] = "You've reached the maximum open tickets allowed."; //Send the notice only once (when the limit is reached) incase of autoresponders at client end. if ($cfg->getMaxOpenTickets() == $openTickets && $cfg->sendOverlimitNotice()) { if ($var['deptId']) { $dept = new Dept($var['deptId']); } if (!$dept || !($tplId = $dept->getTemplateId())) { $tplId = $cfg->getDefaultTemplateId(); } $sql = 'SELECT ticket_overlimit_subj,ticket_overlimit_body FROM ' . EMAIL_TEMPLATE_TABLE . ' WHERE cfg_id=' . db_input($cfg->getId()) . ' AND tpl_id=' . db_input($tplId); $resp = db_query($sql); if (db_num_rows($resp) && (list($subj, $body) = db_fetch_row($resp))) { $body = str_replace("%name", $var['name'], $body); $body = str_replace("%email", $var['email'], $body); $body = str_replace("%url", $cfg->getBaseUrl(), $body); $body = str_replace('%signature', $dept && $dept->isPublic() ? $dept->getSignature() : '', $body); if (!$dept || !($email = $dept->getAutoRespEmail())) { $email = $cfg->getDefaultEmail(); } if ($email) { $email->send($var['email'], $subj, $body); } } //Alert admin...this might be spammy (no option to disable)...but it is helpful..I think. $msg = 'Support ticket request denied for ' . $var['email'] . "\n" . 'Open ticket:' . $openTickets . "\n" . 'Max Allowed:' . $cfg->getMaxOpenTickets() . "\n\nNotice only sent once"; Sys::alertAdmin('Overlimit Notice', $msg); } } } //Any error above is fatal. if ($errors) { return 0; } // OK...just do it. $deptId = $var['deptId']; //pre-selected Dept if any. $priorityId = $var['pri']; $source = ucfirst($var['source']); $topic = NULL; // Intenal mapping magic...see if we need to overwrite anything if (isset($var['topicId'])) { //Ticket created via web by user/or staff if ($var['topicId'] && ($topic = new Topic($var['topicId'])) && $topic->getId()) { $deptId = $deptId ? $deptId : $topic->getDeptId(); $priorityId = $priorityId ? $priorityId : $topic->getPriorityId(); $topicDesc = $topic->getName(); if ($autorespond) { $autorespond = $topic->autoRespond(); } } $source = $var['source'] ? $var['source'] : 'Web'; } elseif ($var['emailId'] && !$var['deptId']) { //Emailed Tickets $email = new Email($var['emailId']); if ($email && $email->getId()) { $deptId = $email->getDeptId(); $priorityId = $priorityId ? $priorityId : $email->getPriorityId(); if ($autorespond) { $autorespond = $email->autoRespond(); } } $email = null; $source = 'Email'; } elseif ($var['deptId']) { //Opened by staff. $deptId = $var['deptId']; $source = ucfirst($var['source']); } //Don't auto respond to mailer daemons. if (strpos(strtolower($var['email']), 'mailer-daemon@') !== false || strpos(strtolower($var['email']), 'postmaster@') !== false) { $autorespond = false; } //Last minute checks $priorityId = $priorityId ? $priorityId : $cfg->getDefaultPriorityId(); $deptId = $deptId ? $deptId : $cfg->getDefaultDeptId(); $topicId = $var['topicId'] ? $var['topicId'] : 0; $ipaddress = $var['ip'] ? $var['ip'] : $_SERVER['REMOTE_ADDR']; //We are ready son...hold on to the rails. $extId = Ticket::genExtRandID(); $sql = 'INSERT INTO ' . TICKET_TABLE . ' SET created=NOW() ' . ',ticketID=' . db_input($extId) . ',dept_id=' . db_input($deptId) . ',topic_id=' . db_input($topicId) . ',priority_id=' . db_input($priorityId) . ',email=' . db_input($var['email']) . ',name=' . db_input(Format::striptags($var['name'])) . ',subject=' . db_input(Format::striptags($var['subject'])) . ',helptopic=' . db_input(Format::striptags($topicDesc)) . ',phone="' . db_input($var['phone'], false) . '"' . ',phone_ext=' . db_input($var['phone_ext'] ? $var['phone_ext'] : '') . ',ip_address=' . db_input($ipaddress) . ',source=' . db_input($source); //Make sure the origin is staff - avoid firebug hack! if ($var['duedate'] && !strcasecmp($origin, 'staff')) { $sql .= ',duedate=' . db_input(date('Y-m-d G:i', Misc::dbtime($var['duedate'] . ' ' . $var['time']))); } //echo $sql; $ticket = null; //return $ticket; if (db_query($sql) && ($id = db_insert_id())) { if (!$cfg->useRandomIds()) { //Sequential ticketIDs support really..really suck arse. $extId = $id; //To make things really easy we are going to use autoincrement ticket_id. db_query('UPDATE ' . TICKET_TABLE . ' SET ticketID=' . db_input($extId) . ' WHERE ticket_id=' . $id); //TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable] } //Load newly created ticket. $ticket = new Ticket($id); //post the message. $msgid = $ticket->postMessage($var['message'], $source, $var['mid'], $var['header'], true); //TODO: recover from postMessage error?? //Upload attachments...web based. if ($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments() && $msgid) { if (!$cfg->allowAttachmentsOnlogin() || $cfg->allowAttachmentsOnlogin() && ($thisclient && $thisclient->isValid())) { $ticket->uploadAttachment($_FILES['attachment'], $msgid, 'M'); //TODO: recover from upload issues? } } $dept = $ticket->getDept(); if (!$dept || !($tplId = $dept->getTemplateId())) { $tplId = $cfg->getDefaultTemplateId(); } //Overwrite auto responder if the FROM email is one of the internal emails...loop control. if ($autorespond && Email::getIdByEmail($ticket->getEmail())) { $autorespond = false; } //SEND OUT NEW TICKET AUTORESP && ALERTS. //New Ticket AutoResponse.. if ($autorespond && $cfg->autoRespONNewTicket() && $dept->autoRespONNewTicket()) { $sql = 'SELECT ticket_autoresp_subj,ticket_autoresp_body FROM ' . EMAIL_TEMPLATE_TABLE . ' WHERE cfg_id=' . db_input($cfg->getId()) . ' AND tpl_id=' . db_input($tplId); if (($resp = db_query($sql)) && db_num_rows($resp) && (list($subj, $body) = db_fetch_row($resp))) { $body = $ticket->replaceTemplateVars($body); $subj = $ticket->replaceTemplateVars($subj); $body = str_replace('%message', $var['issue'] ? $var['issue'] : $var['message'], $body); $body = str_replace('%signature', $dept && $dept->isPublic() ? $dept->getSignature() : '', $body); if (!$dept || !($email = $dept->getAutoRespEmail())) { $email = $cfg->getDefaultEmail(); } if ($email) { //Reply separator tag. if ($cfg->stripQuotedReply() && ($tag = $cfg->getReplySeparator())) { $body = "\n{$tag}\n\n" . $body; } $email->send($ticket->getEmail(), $subj, $body); } } else { Sys::log(LOG_WARNING, 'Template Fetch Error', "Unable to fetch autoresponse template #{$tplId}"); } } //If enabled...send alert to staff (New Ticket Alert) if ($alertstaff && $cfg->alertONNewTicket() && is_object($ticket)) { $sql = 'SELECT ticket_alert_subj,ticket_alert_body FROM ' . EMAIL_TEMPLATE_TABLE . ' WHERE cfg_id=' . db_input($cfg->getId()) . ' AND tpl_id=' . db_input($tplId); if (($resp = db_query($sql)) && db_num_rows($resp) && (list($subj, $body) = db_fetch_row($resp))) { $body = $ticket->replaceTemplateVars($body); $subj = $ticket->replaceTemplateVars($subj); $body = str_replace('%message', $var['issue'] ? $var['issue'] : $var['message'], $body); if (!($email = $cfg->getAlertEmail())) { $email = $cfg->getDefaultEmail(); } if ($email && $email->getId()) { $sentlist = array(); //Admin Alert. if ($cfg->alertAdminONNewTicket()) { $alert = str_replace("%staff", 'Admin', $body); $email->send($cfg->getAdminEmail(), $subj, $alert); $sentlist[] = $cfg->getAdminEmail(); } //get the list $recipients = array(); //Dept. Manager if ($cfg->alertDeptManagerONNewTicket()) { $recipients[] = $dept->getManager(); } //Staff members if ($cfg->alertDeptMembersONNewTicket()) { $sql = 'SELECT staff_id FROM ' . STAFF_TABLE . ' WHERE onvacation=0 AND dept_id=' . db_input($dept->getId()); if (($users = db_query($sql)) && db_num_rows($users)) { while (list($id) = db_fetch_row($users)) { $recipients[] = new Staff($id); } } } foreach ($recipients as $k => $staff) { if (!$staff || !is_object($staff) || !$staff->isAvailable()) { continue; } if (in_array($staff->getEmail(), $sentlist)) { continue; } //avoid duplicate emails. $alert = str_replace("%staff", $staff->getFirstName(), $body); $email->send($staff->getEmail(), $subj, $alert); $sentlist[] = $staff->getEmail(); } } } else { Sys::log(LOG_WARNING, 'Template Fetch Error', "Unable to fetch 'new ticket' alert template #{$tplId}"); } } } return $ticket; }