// do the ticket processing.
// assign a new status?
if ((int) $_SESSION['ticket_bulk_status_id'] > 0) {
update_insert('ticket_id', $ticket_id, 'ticket', array('status_id' => $_SESSION['ticket_bulk_status_id']));
}
if ($_SESSION['ticket_bulk_send_message'] && $_SESSION['ticket_bulk_send_message_content']) {
// send our reply! tricky!
// who from? just like the admin is writing it I guess.
// hack: so that the tickets do not loose their positions in the queue we want to keep the same 'last message' timestamp on the thread.
$ticket_data = module_ticket::get_ticket($ticket_id);
$from_user_id = $ticket_data['assigned_user_id'] ? $ticket_data['assigned_user_id'] : 1;
// the <br> is a hack so that our script knows this is html.
$message = $_SESSION['ticket_bulk_send_message_content'] . '<br><br>';
// replace our values.
$to_user = module_user::get_user($ticket_data['user_id'], false);
$replace = array('name' => $to_user['name'], 'ticket_id' => module_ticket::ticket_number($ticket_id), 'ticket_url' => module_ticket::link_public($ticket_id), 'ticket_url_cancel' => module_ticket::link_public_status($ticket_id, 7), 'ticket_url_resolved' => module_ticket::link_public_status($ticket_id, 6), 'ticket_url_inprogress' => module_ticket::link_public_status($ticket_id, 5));
foreach ($replace as $key => $val) {
$message = str_replace('{' . strtoupper($key) . '}', $val, $message);
$message = str_replace('{' . $key . '}', $val, $message);
}
$ticket_message_id = module_ticket::send_reply($ticket_id, $message, $from_user_id, $ticket_data['user_id'], 'admin');
if ($ticket_message_id) {
// success!
// do the timestamp.
update_insert('ticket_message_id', $ticket_message_id, 'ticket_message', array('message_time' => $ticket_data['last_message_timestamp'] + 1));
update_insert('ticket_id', $ticket_id, 'ticket', array('last_message_timestamp' => $ticket_data['last_message_timestamp'] + 1));
}
}
?>
<script type="text/javascript">
window.parent.document.getElementById('ticket_<?php
public static function send_admin_alert($ticket_id, $message = '', $allow_to_cc_bcc = false)
{
module_cache::clear('ticket');
$ticket_data = self::get_ticket($ticket_id);
$ticket_account_data = self::get_ticket_account($ticket_data['ticket_account_id']);
$ticket_number = self::ticket_number($ticket_id);
if ($ticket_data['last_ticket_message_id']) {
$last_message = self::get_ticket_message($ticket_data['last_ticket_message_id']);
if (!$message) {
$htmlmessage = trim($last_message['htmlcontent']);
if ($htmlmessage) {
$message = $htmlmessage;
} else {
$message = nl2br(htmlspecialchars(trim($last_message['content'])));
}
}
} else {
$last_message = false;
}
$to = module_config::c('ticket_admin_email_alert', _ERROR_EMAIL);
$to_user_id = 0;
$cc = false;
if (module_config::c('ticket_auto_notify_staff', 0) && $ticket_data['assigned_user_id']) {
$staff = module_user::get_user($ticket_data['assigned_user_id'], false);
if ($staff && $staff['user_id'] == $ticket_data['assigned_user_id'] && $staff['email']) {
$cc = $to;
$to = $staff['email'];
$to_user_id = $staff['user_id'];
}
}
if (strlen($to) < 4) {
return;
}
// do we only send this on first emails or not ?
$first_only = module_config::c('ticket_admin_alert_first_only', 0);
if ($first_only && $ticket_data['message_count'] > 1) {
return;
}
$s = self::get_statuses();
$reply_line = module_config::s('ticket_reply_line', '----- (Please reply above this line) -----');
// autoreplies go back to the user - not our admin system:
$from_user_a = module_user::get_user($ticket_data['user_id'], false);
$reply_to_address = $from_user_a['email'];
$reply_to_name = $from_user_a['name'];
$template = module_template::get_template_by_key('ticket_admin_email');
$template->assign_values(self::get_replace_fields($ticket_id, $ticket_data));
$template->assign_values(array('ticket_number' => self::ticket_number($ticket_id), 'ticket_status' => $s[$ticket_data['status_id']], 'message' => $message, 'subject' => $ticket_data['subject'], 'position_current' => $ticket_data['position'], 'position_all' => $ticket_data['total_pending'], 'reply_line' => $reply_line, 'days' => module_config::c('ticket_turn_around_days', 5), 'url' => self::link_public($ticket_id), 'url_admin' => self::link_open($ticket_id), 'message_count' => $ticket_data['message_count'], 'ticket_url_cancel' => module_ticket::link_public_status($ticket_id, 7), 'ticket_url_resolved' => module_ticket::link_public_status($ticket_id, _TICKET_STATUS_RESOLVED_ID), 'ticket_url_inprogress' => module_ticket::link_public_status($ticket_id, 5), 'faq_product_id' => $ticket_data['faq_product_id']));
$content = $template->replace_content();
$email = module_email::new_email();
$email->replace_values = $template->values;
if ($to_user_id) {
$email->set_to('user', $to_user_id);
} else {
$email->set_to_manual($to);
}
if ($cc) {
$email->set_cc_manual($cc);
}
if ($ticket_account_data && $ticket_account_data['email']) {
$email->set_from_manual($ticket_account_data['email'], $ticket_account_data['name']);
$email->set_bounce_address($ticket_account_data['email']);
} else {
$email->set_from_manual($to, module_config::s('admin_system_name'));
$email->set_bounce_address($to);
}
//$email->set_from('user',$from_user_id);
//$email->set_from('foo','foo',$to,'Admin');
$headers = $last_message ? @unserialize($last_message['cache']) : false;
if ($allow_to_cc_bcc && $headers && is_array($headers)) {
// we're right to do our cc/bcc hack
if ($headers && isset($headers['to_emails'])) {
foreach ($headers['to_emails'] as $to_emails) {
if (isset($to_emails['address']) && strlen($to_emails['address'])) {
$email->set_to_manual($to_emails['address'], isset($to_emails['name']) ? $to_emails['name'] : '');
}
}
}
if ($headers && isset($headers['cc_emails'])) {
foreach ($headers['cc_emails'] as $cc_emails) {
if (isset($cc_emails['address']) && strlen($cc_emails['address'])) {
$email->set_cc_manual($cc_emails['address'], isset($cc_emails['name']) ? $cc_emails['name'] : '');
}
}
}
if ($headers && isset($headers['bcc_emails'])) {
foreach ($headers['bcc_emails'] as $bcc_emails) {
if (isset($bcc_emails['address']) && strlen($bcc_emails['address'])) {
$email->set_bcc_manual($bcc_emails['address'], isset($bcc_emails['name']) ? $bcc_emails['name'] : '');
}
}
}
}
// do we reply to the user who created this, or to our ticketing system?
if (module_config::c('ticket_admin_alert_postback', 1) && $ticket_account_data && $ticket_account_data['email']) {
$email->set_reply_to($ticket_account_data['email'], $ticket_account_data['name']);
} else {
$email->set_reply_to($reply_to_address, $reply_to_name);
}
if ($last_message && $last_message['private_message']) {
$email->set_subject(sprintf(module_config::c('ticket_private_message_email_subject', 'Private Support Ticket Message: [TICKET:%s]'), $ticket_number));
} else {
$email->set_subject(sprintf(module_config::c('ticket_admin_alert_subject', 'Support Ticket Updated: [TICKET:%s]'), $ticket_number));
}
$email->set_html($content);
// check attachments:
$attachments = self::get_ticket_message_attachments($ticket_data['last_ticket_message_id']);
foreach ($attachments as $attachment) {
$file_path = 'includes/plugin_ticket/attachments/' . $attachment['ticket_message_attachment_id'];
$file_name = $attachment['file_name'];
$email->AddAttachment($file_path, $file_name);
}
$email->send();
}
