function onTicketCreated($answer)
{
try {
global $ost;
if (!($ticket = Ticket::lookup($answer->object_id))) {
die('Unknown or invalid ticket ID.');
}
//Slack payload
$payload = array('attachments' => array(array('pretext' => "New Ticket <" . $ost->getConfig()->getUrl() . "scp/tickets.php?id=" . $ticket->getId() . "|#" . $ticket->getId() . "> in " . Format::htmlchars($ticket->getDept() instanceof Dept ? $ticket->getDept()->getName() : '') . " via " . $ticket->getSource() . " (" . Format::db_datetime($ticket->getCreateDate()) . ")", 'fallback' => "New Ticket <" . $ost->getConfig()->getUrl() . "scp/tickets.php?id=" . $ticket->getId() . "|#" . $ticket->getId() . "> in " . Format::htmlchars($ticket->getDept() instanceof Dept ? $ticket->getDept()->getName() : '') . " via " . $ticket->getSource() . " (" . Format::db_datetime($ticket->getCreateDate()) . ")", 'color' => "#D00000", 'fields' => array(array('title' => "From: " . mb_convert_case(Format::htmlchars($ticket->getName()), MB_CASE_TITLE) . " (" . $ticket->getEmail() . ")", 'value' => '', 'short' => false)))));
//Curl to webhook
$data_string = utf8_encode(json_encode($payload));
$url = $this->getConfig()->get('slack-webhook-url');
if (!function_exists('curl_init')) {
error_log('osticket slackplugin error: cURL is not installed!');
}
$ch = curl_init($url);
curl_setopt($ch, CURLOPT_POST, true);
curl_setopt($ch, CURLOPT_POSTFIELDS, $data_string);
curl_setopt($ch, CURLOPT_RETURNTRANSFER, true);
curl_setopt($ch, CURLOPT_SSL_VERIFYPEER, false);
$result = curl_exec($ch);
if ($result === false) {
error_log($url . ' - ' . curl_error($ch));
} else {
$statusCode = curl_getinfo($ch, CURLINFO_HTTP_CODE);
if ($statusCode != '200') {
error_log($url . ' Http code: ' . $statusCode);
}
}
curl_close($ch);
} catch (Exception $e) {
error_log('Error posting to Slack. ' . $e->getMessage());
}
}
function delete()
{
if (($ticket = Ticket::lookup($this->getId())) && @$ticket->delete()) {
return true;
}
return false;
}
function cannedResp($id, $format = '')
{
global $thisstaff, $_GET;
include_once INCLUDE_DIR . 'class.canned.php';
if (!$id || !($canned = Canned::lookup($id)) || !$canned->isEnabled()) {
Http::response(404, 'No such premade reply');
}
//Load ticket.
if ($_GET['tid']) {
include_once INCLUDE_DIR . 'class.ticket.php';
$ticket = Ticket::lookup($_GET['tid']);
}
switch ($format) {
case 'json':
$resp['id'] = $canned->getId();
$resp['ticket'] = $canned->getTitle();
$resp['response'] = $ticket ? $ticket->replaceVars($canned->getResponse()) : $canned->getResponse();
$resp['files'] = $canned->getAttachments();
$response = $this->json_encode($resp);
break;
case 'txt':
default:
$response = $ticket ? $ticket->replaceVars($canned->getResponse()) : $canned->getResponse();
}
return $response;
}
public function addByTicketAction($id = 0)
{
$args = array();
if (isset($id) && $id > 0) {
$ticket = Ticket::lookup($id);
}
$ticket_items = Equipment_Ticket::getAllTickets();
$tickets = array();
foreach ($ticket_items as $item) {
$ti = array('id' => $item->getId(), 'number' => $item->getNumber(), 'subject' => $item->getSubject());
$tickets[] = $ti;
}
$equipment_items = Equipment_Ticket::getAllEquipment();
$equipments = array();
foreach ($equipment_items as $item) {
$ti = array('id' => $item->id, 'asset_id' => $item->asset_id);
$equipments[] = $ti;
}
$title = 'New Recurring Ticket';
$args['ticket'] = $ticket;
$args['tickets'] = $tickets;
$args['equipments'] = $equipments;
$args['title'] = $title;
$template_name = $this->getAddTemplateName();
$this->render($template_name, $args);
}
public function getTicket()
{
if ($this->ticket_id > 0) {
return \Ticket::lookup($this->ticket_id);
}
return null;
}
function acquireLock($tid)
{
global $cfg, $thisstaff;
if (!$tid or !is_numeric($tid) or !$thisstaff or !$cfg) {
return 0;
}
$ticket = Ticket::lookup($tid);
if (!$ticket || !$ticket->checkStaffAccess($thisstaff)) {
return $this->json_encode(array('id' => 0, 'retry' => false, 'msg' => 'Lock denied!'));
}
//is the ticket already locked?
if ($ticket->isLocked() && ($lock = $ticket->getLock()) && !$lock->isExpired()) {
/*Note: Ticket->acquireLock does the same logic...but we need it here since we need to know who owns the lock up front*/
//Ticket is locked by someone else.??
if ($lock->getStaffId() != $thisstaff->getId()) {
return $this->json_encode(array('id' => 0, 'retry' => false, 'msg' => 'Unable to acquire lock.'));
}
//Ticket already locked by staff...try renewing it.
$lock->renew();
//New clock baby!
return $this->json_encode(array('id' => $lock->getId(), 'time' => $lock->getTime()));
}
//Ticket is not locked or the lock is expired...try locking it...
if ($lock = $ticket->acquireLock($thisstaff->getId(), $cfg->getLockTime())) {
//Set the lock.
return $this->json_encode(array('id' => $lock->getId(), 'time' => $lock->getTime()));
}
//unable to obtain the lock..for some really weired reason!
//Client should watch for possible loop on retries. Max attempts?
return $this->json_encode(array('id' => 0, 'retry' => true));
}
function getTicket()
{
if (!$this->ticket && $this->getTicketId()) {
$this->ticket = Ticket::lookup($this->getTicketId());
}
return $this->ticket;
}
function onThreadEntry($threadEntry)
{
if ($threadEntry->getType() == "N") {
return;
}
//system entry
$ticket = Ticket::lookup($threadEntry->ht['ticket_id']);
$recip = $ticket->getRecipients();
// conntact api for each recipient
foreach ($recip as $user) {
//skip thread entry creator
if ($threadEntry->getUserId() == $user->getId()) {
continue;
}
//$fields = $this->getConfig()->get('webapi-fields');
try {
//format Your payload as Your api need
$payload = array('method' => 'addNotification', 'params' => array('ticketID' => $ticket->getId(), 'title' => $ticket->getSubject(), 'value' => $threadEntry->getBody(), 'poster' => $threadEntry->getPoster()));
$data_string = utf8_encode(json_encode($payload));
$url = $this->getConfig()->get('webapi-url');
$ch = curl_init($url);
curl_setopt($ch, CURLOPT_CUSTOMREQUEST, "POST");
curl_setopt($ch, CURLOPT_POSTFIELDS, $data_string);
curl_setopt($ch, CURLOPT_RETURNTRANSFER, true);
curl_setopt($ch, CURLOPT_HTTPHEADER, array('Content-Type: application/json', 'Content-Length: ' . strlen($data_string)));
$content = curl_exec($ch);
if ($content === false) {
throw new Exception($url . ' - ' . curl_error($ch));
} else {
$statusCode = curl_getinfo($ch, CURLINFO_HTTP_CODE);
if ($statusCode != '200') {
throw new Exception($url . ' Http code: ' . $statusCode);
}
}
curl_close($ch);
} catch (Exception $e) {
error_log('Error posting to Web API. ' . $e->getMessage());
}
}
}
<?php
require('staff.inc.php');
require_once(INCLUDE_DIR.'class.ticket.php');
require_once(INCLUDE_DIR.'class.dept.php');
if($_REQUEST['transferDeptId']==0)
{
echo ("not an available department");
}
else{
$dept=Dept::lookup($_REQUEST['transferDeptId']);
$count = count($_REQUEST['tids']);
$i=0;
foreach ($_REQUEST['tids'] as $tid) {
if (($ticket=Ticket::lookup($tid)))
{
$ticket->setDeptId($_REQUEST['transferDeptId']);
$ticket->setStaffId(0);
$ticket->setTeamId(0);
$ticket->setSLAId($dept->getSLAId());
if($ticket->getTeamId()==0&&$ticket->getStaffId()==0)
$i++;
}
}
echo "Transferred ".$i." tickets successfully";
}
?>
/**
* Cooperates with the cron system to automatically find content that is
* not index in the _search table and add it to the index.
*/
function IndexOldStuff()
{
$class = get_class();
$auto_create = function ($db_error) use($class) {
if ($db_error != 1146) {
// Perform the standard error handling
return true;
}
// Create the search table automatically
$class::__init();
};
// THREADS ----------------------------------
$sql = "SELECT A1.`id`, A1.`title`, A1.`body`, A1.`format` FROM `" . TICKET_THREAD_TABLE . "` A1\n LEFT JOIN `" . TABLE_PREFIX . "_search` A2 ON (A1.`id` = A2.`object_id` AND A2.`object_type`='H')\n WHERE A2.`object_id` IS NULL AND (A1.poster <> 'SYSTEM')\n AND (LENGTH(A1.`title`) + LENGTH(A1.`body`) > 0)\n ORDER BY A1.`id` DESC";
if (!($res = db_query_unbuffered($sql, $auto_create))) {
return false;
}
while ($row = db_fetch_row($res)) {
$body = ThreadBody::fromFormattedText($row[2], $row[3]);
$body = $body->getSearchable();
$title = Format::searchable($row[1]);
if (!$body && !$title) {
continue;
}
$record = array('H', $row[0], $title, $body);
if (!$this->__index($record)) {
return;
}
}
// TICKETS ----------------------------------
$sql = "SELECT A1.`ticket_id` FROM `" . TICKET_TABLE . "` A1\n LEFT JOIN `" . TABLE_PREFIX . "_search` A2 ON (A1.`ticket_id` = A2.`object_id` AND A2.`object_type`='T')\n WHERE A2.`object_id` IS NULL\n ORDER BY A1.`ticket_id` DESC";
if (!($res = db_query_unbuffered($sql, $auto_create))) {
return false;
}
while ($row = db_fetch_row($res)) {
$ticket = Ticket::lookup($row[0]);
$cdata = $ticket->loadDynamicData();
$content = array();
foreach ($cdata as $k => $a) {
if ($k != 'subject' && ($v = $a->getSearchable())) {
$content[] = $v;
}
}
$record = array('T', $ticket->getId(), Format::searchable($ticket->getNumber() . ' ' . $ticket->getSubject()), implode("\n", $content));
if (!$this->__index($record)) {
return;
}
}
// USERS ------------------------------------
$sql = "SELECT A1.`id` FROM `" . USER_TABLE . "` A1\n LEFT JOIN `" . TABLE_PREFIX . "_search` A2 ON (A1.`id` = A2.`object_id` AND A2.`object_type`='U')\n WHERE A2.`object_id` IS NULL\n ORDER BY A1.`id` DESC";
if (!($res = db_query_unbuffered($sql, $auto_create))) {
return false;
}
while ($row = db_fetch_row($res)) {
$user = User::lookup($row[0]);
$cdata = $user->getDynamicData();
$content = array();
foreach ($user->emails as $e) {
$content[] = $e->address;
}
foreach ($cdata as $e) {
foreach ($e->getAnswers() as $a) {
if ($c = $a->getSearchable()) {
$content[] = $c;
}
}
}
$record = array('U', $user->getId(), Format::searchable($user->getFullName()), trim(implode("\n", $content)));
if (!$this->__index($record)) {
return;
}
}
// ORGANIZATIONS ----------------------------
$sql = "SELECT A1.`id` FROM `" . ORGANIZATION_TABLE . "` A1\n LEFT JOIN `" . TABLE_PREFIX . "_search` A2 ON (A1.`id` = A2.`object_id` AND A2.`object_type`='O')\n WHERE A2.`object_id` IS NULL\n ORDER BY A1.`id` DESC";
if (!($res = db_query_unbuffered($sql, $auto_create))) {
return false;
}
while ($row = db_fetch_row($res)) {
$org = Organization::lookup($row[0]);
$cdata = $org->getDynamicData();
$content = array();
foreach ($cdata as $e) {
foreach ($e->getAnswers() as $a) {
if ($c = $a->getSearchable()) {
$content[] = $c;
}
}
}
$record = array('O', $org->getId(), Format::searchable($org->getName()), trim(implode("\n", $content)));
if (!$this->__index($record)) {
return null;
}
}
// KNOWLEDGEBASE ----------------------------
require_once INCLUDE_DIR . 'class.faq.php';
$sql = "SELECT A1.`faq_id` FROM `" . FAQ_TABLE . "` A1\n LEFT JOIN `" . TABLE_PREFIX . "_search` A2 ON (A1.`faq_id` = A2.`object_id` AND A2.`object_type`='K')\n WHERE A2.`object_id` IS NULL\n ORDER BY A1.`faq_id` DESC";
if (!($res = db_query_unbuffered($sql, $auto_create))) {
return false;
}
while ($row = db_fetch_row($res)) {
$faq = FAQ::lookup($row[0]);
$q = $faq->getQuestion();
if ($k = $faq->getKeywords()) {
$q = $k . ' ' . $q;
}
$record = array('K', $faq->getId(), Format::searchable($q), $faq->getSearchableAnswer());
if (!$this->__index($record)) {
return;
}
}
// FILES ------------------------------------
// Flush non-full batch of records
$this->__index(null, true);
if (!$this->_reindexed) {
// Stop rebuilding the index
$this->getConfig()->set('reindex', 0);
}
}
<?php
// this is an ajax API to remove the collaborators for a ticket
require('staff.inc.php');
require_once(INCLUDE_DIR.'class.ticket.php');
if(($tid=$_POST['ticketId'])&&($ticket=Ticket::lookup($tid))&&($ticket->deleteCollaborators()))
{
echo $tid;
}
else
echo 'false';
?>
function previewTicket($tid)
{
global $thisstaff;
if (!$thisstaff || !($ticket = Ticket::lookup($tid)) || !$ticket->checkStaffAccess($thisstaff)) {
Http::response(404, 'No such ticket');
}
$staff = $ticket->getStaff();
$lock = $ticket->getLock();
$error = $msg = $warn = null;
if ($lock && $lock->getStaffId() == $thisstaff->getId()) {
$warn .= ' <span class="Icon lockedTicket">Ticket is locked by ' . $lock->getStaffName() . '</span>';
} elseif ($ticket->isOverdue()) {
$warn .= ' <span class="Icon overdueTicket">Marked overdue!</span>';
}
ob_start();
echo sprintf('<div style="width:500px; padding: 2px 2px 0 5px;">
<h2>%s</h2><br>', Format::htmlchars($ticket->getSubject()));
if ($error) {
echo sprintf('<div id="msg_error">%s</div>', $error);
} elseif ($msg) {
echo sprintf('<div id="msg_notice">%s</div>', $msg);
} elseif ($warn) {
echo sprintf('<div id="msg_warning">%s</div>', $warn);
}
echo '<table border="0" cellspacing="" cellpadding="1" width="100%" class="ticket_info">';
$ticket_state = sprintf('<span>%s</span>', ucfirst($ticket->getStatus()));
if ($ticket->isOpen()) {
if ($ticket->isOverdue()) {
$ticket_state .= ' — <span>Overdue</span>';
} else {
$ticket_state .= sprintf(' — <span>%s</span>', $ticket->getPriority());
}
}
echo sprintf('
<tr>
<th width="100">Ticket State:</th>
<td>%s</td>
</tr>
<tr>
<th>Create Date:</th>
<td>%s</td>
</tr>', $ticket_state, Format::db_datetime($ticket->getCreateDate()));
if ($ticket->isClosed()) {
echo sprintf('
<tr>
<th>Close Date:</th>
<td>%s <span class="faded">by %s</span></td>
</tr>', Format::db_datetime($ticket->getCloseDate()), $staff ? $staff->getName() : 'staff');
} elseif ($ticket->getDueDate()) {
echo sprintf('
<tr>
<th>Due Date:</th>
<td>%s</td>
</tr>', Format::db_datetime($ticket->getDueDate()));
}
echo '</table>';
echo '<hr>
<table border="0" cellspacing="" cellpadding="1" width="100%" class="ticket_info">';
if ($ticket->isOpen()) {
echo sprintf('
<tr>
<th width="100">Assigned To:</th>
<td>%s</td>
</tr>', $ticket->isAssigned() ? implode('/', $ticket->getAssignees()) : ' <span class="faded">— Unassigned —</span>');
}
echo sprintf(' <tr>
<th width="100">Department:</th>
<td>%s</td>
</tr>
<tr>
<th>Help Topic:</th>
<td>%s</td>
</tr>
<tr>
<th>From:</th>
<td>%s <span class="faded">%s</span></td>
</tr>', Format::htmlchars($ticket->getDeptName()), Format::htmlchars($ticket->getHelpTopic()), Format::htmlchars($ticket->getName()), $ticket->getEmail());
echo '
</table>';
$options[] = array('action' => 'Thread (' . $ticket->getThreadCount() . ')', 'url' => "tickets.php?id={$tid}");
if ($ticket->getNumNotes()) {
$options[] = array('action' => 'Notes (' . $ticket->getNumNotes() . ')', 'url' => "tickets.php?id={$tid}#notes");
}
if ($ticket->isOpen()) {
$options[] = array('action' => 'Reply', 'url' => "tickets.php?id={$tid}#reply");
}
if ($thisstaff->canAssignTickets()) {
$options[] = array('action' => $ticket->isAssigned() ? 'Reassign' : 'Assign', 'url' => "tickets.php?id={$tid}#assign");
}
if ($thisstaff->canTransferTickets()) {
$options[] = array('action' => 'Transfer', 'url' => "tickets.php?id={$tid}#transfer");
}
$options[] = array('action' => 'Post Note', 'url' => "tickets.php?id={$tid}#note");
if ($thisstaff->canEditTickets()) {
$options[] = array('action' => 'Edit Ticket', 'url' => "tickets.php?id={$tid}&a=edit");
}
if ($options) {
echo '<ul class="tip_menu">';
foreach ($options as $option) {
echo sprintf('<li><a href="%s">%s</a></li>', $option['url'], $option['action']);
}
echo '</ul>';
}
echo '</div>';
$resp = ob_get_contents();
ob_end_clean();
return $resp;
}
$i++;
$t->logNote('Ticket Marked Overdue', $note, $thisstaff);
}
}
if ($i == $count) {
$msg = "Selected tickets ({$i}) marked overdue";
} elseif ($i) {
$warn = "{$i} of {$count} selected tickets marked overdue";
} else {
$errors['err'] = 'Unable to flag selected tickets as overdue';
}
break;
case 'delete':
if ($thisstaff->canDeleteTickets()) {
foreach ($_POST['tids'] as $k => $v) {
if (($t = Ticket::lookup($v)) && @$t->delete()) {
$i++;
}
}
//Log a warning
if ($i) {
$log = sprintf('%s (%s) just deleted %d ticket(s)', $thisstaff->getName(), $thisstaff->getUserName(), $i);
$ost->logWarning('Tickets deleted', $log, false);
}
if ($i == $count) {
$msg = "Selected tickets ({$i}) deleted successfully";
} elseif ($i) {
$warn = "{$i} of {$count} selected tickets deleted";
} else {
$errors['err'] = 'Unable to delete selected tickets';
}
protected function validate($authkey)
{
$regex = '/^(?P<type>\\w{1})(?P<id>\\d+)t(?P<tid>\\d+)h(?P<hash>.*)$/i';
$matches = array();
if (!preg_match($regex, $authkey, $matches)) {
return false;
}
$user = null;
switch ($matches['type']) {
case 'c':
//Collaborator
$criteria = array('userId' => $matches['id'], 'ticketId' => $matches['tid']);
if (($c = Collaborator::lookup($criteria)) && $c->getTicketId() == $matches['tid']) {
$user = new ClientSession($c);
}
break;
case 'o':
//Ticket owner
if (($ticket = Ticket::lookup($matches['tid'])) && ($o = $ticket->getOwner()) && $o->getId() == $matches['id']) {
$user = new ClientSession($o);
}
break;
}
//Make sure the authkey matches.
if (!$user || strcmp($this->getAuthKey($user), $authkey)) {
return null;
}
$user->flagGuest();
return $user;
}
function cannedResponse($tid, $cid, $format = 'text')
{
global $thisstaff, $cfg;
if (!($ticket = Ticket::lookup($tid)) || !$ticket->checkStaffAccess($thisstaff)) {
Http::response(404, 'Unknown ticket ID');
}
if ($cid && !is_numeric($cid)) {
if (!($response = $ticket->getThread()->getVar($cid))) {
Http::response(422, 'Unknown ticket variable');
}
// Ticket thread variables are assumed to be quotes
$response = "<br/><blockquote>{$response}</blockquote><br/>";
// Return text if html thread is not enabled
if (!$cfg->isHtmlThreadEnabled()) {
$response = Format::html2text($response, 90);
}
// XXX: assuming json format for now.
return Format::json_encode(array('response' => $response));
}
if (!$cfg->isHtmlThreadEnabled()) {
$format .= '.plain';
}
$varReplacer = function (&$var) use($ticket) {
return $ticket->replaceVars($var);
};
include_once INCLUDE_DIR . 'class.canned.php';
if (!$cid || !($canned = Canned::lookup($cid)) || !$canned->isEnabled()) {
Http::response(404, 'No such premade reply');
}
return $canned->getFormattedResponse($format, $varReplacer);
}
<a class="Icon <?php echo strtolower($row['source']); ?>Ticket ticketPreview"
title="<?php echo "tickets.php?id=".$row['ticket_id']; ?>"
href="<?php echo $ticketUrl; ?>"><?php echo $tid; ?>
<?php
if($row['lock_id'])
{
?>
<img src="/images/lock.jpg" style="height:16px;width:16px;">
<?php } ?>
</a>
</td>
<td align="center" nowrap><?php echo Format::db_datetime($row['effective_date']); ?></td>
<td><a <?php if ($flag) { ?> class="Icon <?php echo $flag; ?>Ticket" title="<?php echo ucfirst($flag); ?> Ticket" <?php } ?>
href="<?php echo $ticketUrl; ?>"><?php echo $subject; ?></a>
<?php
$ticket = Ticket::lookup($row['ticket_id']);
$threadcount = $ticket->getNumResponses() + $ticket->getNumMessages();
$messageCount = 0;
$responseCount = 0;
$internalNoteCount = 0;
if($ticket->getNumMessages())
$messageCount = $ticket->getNumMessages();
if($ticket->getNumResponses())
$responseCount = $ticket->getNumResponses();
if($ticket->getNumInternalNotes())
$internalNoteCount = $ticket->getNumInternalNotes();
if ($threadcount>0)
{
echo "<small>M(".$messageCount.")</small> ";
echo "<small>R(".$responseCount.")</small> ";
if($internalNoteCount>0)
public static function getAllTickets()
{
$items = array();
$sql = 'SELECT DISTINCT(ticket_id) as ticket_id ' . ' FROM ' . EQUIPMENT_TICKET_TABLE;
$res = db_query($sql);
if ($res && ($num = db_num_rows($res))) {
while ($row = db_fetch_array($res)) {
$item = \Ticket::lookup($row['ticket_id']);
if (isset($item)) {
$items[] = $item;
}
}
}
return $items;
}
Released under the GNU General Public License WITHOUT ANY WARRANTY.
See LICENSE.TXT for details.
vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
require 'staff.inc.php';
require_once INCLUDE_DIR . 'class.ticket.php';
require_once INCLUDE_DIR . 'class.dept.php';
require_once INCLUDE_DIR . 'class.filter.php';
require_once INCLUDE_DIR . 'class.canned.php';
$page = '';
$ticket = null;
//clean start.
//LOCKDOWN...See if the id provided is actually valid and if the user has access.
if ($_REQUEST['id']) {
if (!($ticket = Ticket::lookup($_REQUEST['id']))) {
$errors['err'] = 'Unknown or invalid ticket ID';
} elseif (!$ticket->checkStaffAccess($thisstaff)) {
$errors['err'] = 'Access denied. Contact admin if you believe this is in error';
$ticket = null;
//Clear ticket obj.
}
}
//At this stage we know the access status. we can process the post.
if ($_POST && !$errors) {
if ($ticket && $ticket->getId()) {
//More coffee please.
$errors = array();
$lock = $ticket->getLock();
//Ticket lock if any
$statusKeys = array('open' => 'Open', 'Reopen' => 'Open', 'Close' => 'Closed');
protected function ticketsAction($type, $ticket_id)
{
$tickets = array();
foreach ($ticket_id as $id) {
$ticket = \Ticket::lookup($id['ticket_id']);
$equipment = new \model\Equipment($id['equipment_id']);
if (isset($ticket) && isset($equipment)) {
$ticket_data = array('id' => $ticket->getId(), 'number' => $ticket->getNumber(), 'equipment' => $equipment->getAsset_id(), 'create_date' => \Format::db_datetime($ticket->getCreateDate()), 'subject' => $ticket->getSubject(), 'name' => $ticket->getName()->getFull(), 'priority' => $ticket->getPriority());
if ($type == 'closed') {
$ts_open = strtotime($ticket->getCreateDate());
$ts_closed = strtotime($ticket->getCloseDate());
$ticket_data['close_date'] = \Format::db_datetime($ticket->getCloseDate());
$ticket_data['closed_by'] = $ticket->getStaff()->getUserName();
$ticket_data['elapsed'] = $this->elapsedTime($ts_closed - $ts_open);
}
$tickets[] = $ticket_data;
}
}
return $tickets;
}
function setSelectedTicketsStatus($state)
{
global $thisstaff, $ost;
$errors = $info = array();
if (!$thisstaff || !$thisstaff->canManageTickets()) {
$errors['err'] = sprintf('%s %s', sprintf(__('You do not have permission %s.'), __('to mass manage tickets')), __('Contact admin for such access'));
} elseif (!$_REQUEST['tids'] || !count($_REQUEST['tids'])) {
$errors['err'] = sprintf(__('You must select at least %s.'), __('one ticket'));
} elseif (!($status = TicketStatus::lookup($_REQUEST['status_id']))) {
$errors['status_id'] = sprintf('%s %s', __('Unknown or invalid'), __('status'));
} elseif (!$errors) {
// Make sure the agent has permission to set the status
switch (mb_strtolower($status->getState())) {
case 'open':
if (!$thisstaff->canCloseTickets() && !$thisstaff->canCreateTickets()) {
$errors['err'] = sprintf(__('You do not have permission %s.'), __('to reopen tickets'));
}
break;
case 'closed':
if (!$thisstaff->canCloseTickets()) {
$errors['err'] = sprintf(__('You do not have permission %s.'), __('to resolve/close tickets'));
}
break;
case 'deleted':
if (!$thisstaff->canDeleteTickets()) {
$errors['err'] = sprintf(__('You do not have permission %s.'), __('to archive/delete tickets'));
}
break;
default:
$errors['err'] = sprintf('%s %s', __('Unknown or invalid'), __('status'));
}
}
$count = count($_REQUEST['tids']);
if (!$errors) {
$i = 0;
$comments = $_REQUEST['comments'];
foreach ($_REQUEST['tids'] as $tid) {
if (($ticket = Ticket::lookup($tid)) && $ticket->getStatusId() != $status->getId() && $ticket->checkStaffAccess($thisstaff) && $ticket->setStatus($status, $comments)) {
$i++;
}
}
if (!$i) {
$errors['err'] = sprintf(__('Unable to change status for %s'), _N('the selected ticket', 'any of the selected tickets', $count));
} else {
// Assume success
if ($i == $count) {
if (!strcasecmp($status->getState(), 'deleted')) {
$msg = sprintf(__('Successfully deleted %s.'), _N('selected ticket', 'selected tickets', $count));
} else {
$msg = sprintf(__('Successfully changed status of %1$s to %2$s'), _N('selected ticket', 'selected tickets', $count), $status->getName());
}
$_SESSION['::sysmsgs']['msg'] = $msg;
} else {
if (!strcasecmp($status->getState(), 'deleted')) {
$warn = sprintf(__('Successfully deleted %s.'), sprintf(__('%1$d of %2$d selected tickets'), $i, $count));
} else {
$warn = sprintf(__('%1$d of %2$d %3$s status changed to %4$s'), $i, $count, _N('selected ticket', 'selected tickets', $count), $status->getName());
}
$_SESSION['::sysmsgs']['warn'] = $warn;
}
Http::response(201, 'Successfully processed');
}
}
return self::_changeSelectedTicketsStatus($state, $info, $errors);
}
function processEmail()
{
$data = $this->getEmailRequest();
if ($data['ticketId'] && ($ticket = Ticket::lookup($data['ticketId']))) {
if ($msgid = $ticket->postMessage($data, 'Email')) {
return $ticket;
}
}
if (($thread = ThreadEntry::lookupByEmailHeaders($data)) && $thread->postEmail($data)) {
return $thread->getTicket();
}
return $this->createTicket($data);
}
function checkOverdue()
{
$sql = 'SELECT ticket_id FROM ' . TICKET_TABLE . ' T1 ' . ' INNER JOIN ' . TICKET_STATUS_TABLE . ' status
ON (status.id=T1.status_id AND status.state="open") ' . ' LEFT JOIN ' . SLA_TABLE . ' T2 ON (T1.sla_id=T2.id AND T2.isactive=1) ' . ' WHERE isoverdue=0 ' . ' AND ((reopened is NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),T1.created))>=T2.grace_period*3600) ' . ' OR (reopened is NOT NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),reopened))>=T2.grace_period*3600) ' . ' OR (duedate is NOT NULL AND duedate<NOW()) ' . ' ) ORDER BY T1.created LIMIT 50';
//Age upto 50 tickets at a time?
if (($res = db_query($sql)) && db_num_rows($res)) {
while (list($id) = db_fetch_row($res)) {
if (($ticket = Ticket::lookup($id)) && $ticket->markOverdue()) {
$ticket->logActivity(_S('Ticket Marked Overdue'), _S('Ticket flagged as overdue by the system.'));
}
}
} else {
//TODO: Trigger escalation on already overdue tickets - make sure last overdue event > grace_period.
}
}
static function lookupByToken($token)
{
//Expecting well formatted token see getAuthToken routine for details.
$matches = array();
if (!preg_match(static::$token_regex, $token, $matches)) {
return null;
}
//Unpack the user and ticket ids
$matches += unpack('Vuid/Vtid', Base32::decode(strtolower(substr($matches['hash'], 0, 13))));
$user = null;
switch ($matches['type']) {
case 'c':
//Collaborator c
if (($user = Collaborator::lookup($matches['uid'])) && $user->getTicketId() != $matches['tid']) {
$user = null;
}
break;
case 'o':
//Ticket owner
if ($ticket = Ticket::lookup($matches['tid'])) {
if (($user = $ticket->getOwner()) && $user->getId() != $matches['uid']) {
$user = null;
}
}
break;
}
if (!$user || !$user instanceof TicketUser || strcasecmp($user->getAuthToken($matches['algo']), $token)) {
return false;
}
return $user;
}
function checkOverdue()
{
$sql = 'SELECT ticket_id FROM ' . TICKET_TABLE . ' T1 JOIN ' . SLA_TABLE . ' T2 ON T1.sla_id=T2.id ' . 'WHERE status=\'open\' AND isoverdue=0 ' . ' AND ((reopened is NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),T1.created))>=grace_period*3600)' . ' OR (reopened is NOT NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),reopened))>=grace_period*3600)' . ' OR (duedate is NOT NULL AND duedate<NOW()) ' . ') ORDER BY T1.created LIMIT 50';
//Age upto 50 tickets at a time?
//echo $sql;
if (($stale = db_query($sql)) && db_num_rows($stale)) {
while (list($id) = db_fetch_row($stale)) {
if (($ticket = Ticket::lookup($id)) && $ticket->markOverdue()) {
$ticket->logActivity('Ticket Marked Overdue', 'Ticket flagged as overdue by the system.');
}
# TODO: Send out notifications about the now-overdue
# ticket XXX: markOverdue sends out notifications.
}
}
}
