/
tickets.php
executable file
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/
tickets.php
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<?php
/**
* Trellis Desk
*
* @copyright Copyright (C) 2009-2012 ACCORD5. All rights reserved.
* @license GNU General Public License version 3 or later; see LICENSE.txt
*/
class td_source_tickets {
private $parsed_sigs;
#=======================================
# @ Auto Run
#=======================================
function auto_run()
{
#=============================
# Security Checks
#=============================
if ( ! $this->trellis->user['g_ticket_access'] )
{
if ( $this->trellis->user['id'] )
{
$this->trellis->log( 'security', "Blocked Access Ticket Center" );
$this->trellis->skin->error('banned_ticket');
}
}
# TODO: Guest Support
if ( ! $this->trellis->user['id'] )
{
$this->trellis->log( 'security', "Blocked Guest Access Ticket Center" );
$this->trellis->skin->error( 'must_be_user', 1 );
}
#=============================
# Initialize
#=============================
$this->trellis->load_functions('tickets');
$this->trellis->load_lang('tickets');
switch( $this->trellis->input['act'] )
{
case 'list':
$this->list_tickets();
break;
case 'view':
$this->view_ticket();
break;
case 'add':
$this->add_ticket();
break;
case 'edit':
$this->edit_ticket();
break;
case 'doescalate':
$this->do_escalate();
break;
case 'doclose':
$this->do_close();
break;
case 'doreopen':
$this->do_reopen();
break;
case 'doadd':
$this->do_add();
break;
case 'doedit':
$this->do_edit();
break;
case 'dodel':
$this->do_delete();
break;
case 'editreply':
$this->edit_reply();
break;
case 'doaddreply':
$this->do_add_reply();
break;
case 'doeditreply':
$this->do_edit_reply();
break;
case 'dodelreply':
$this->do_delete_reply();
break;
default:
$this->list_tickets();
break;
}
}
#=======================================
# @ List Tickets
#=======================================
private function list_tickets($params=array())
{
# TODO: if displaying last reply user name column, remember to honor hide group names setting
#=============================
# Get Tickets
#=============================
$t_total = $this->trellis->func->tickets->get( array(
'select' => array(
't' => array( 'id' ),
),
'from' => array( 't' => 'tickets' ),
'join' => array(
array( 'from' => array( 'd' => 'departments' ), 'where' => array( 't' => 'did', '=', 'd' => 'id' ) ),
array( 'from' => array( 'p' => 'priorities' ), 'where' => array( 't' => 'priority', '=', 'p' => 'id' ) ),
array( 'from' => array( 's' => 'statuses' ), 'where' => array( 't' => 'status', '=', 's' => 'id' ) ),
),
'where' => array( array( 't' => 'uid' ), '=', $this->trellis->user['id'] ),
) );
$tickets = $this->trellis->func->tickets->get( array(
'select' => array(
't' => array( 'id', 'mask', 'subject', 'priority', 'last_reply', 'escalated', 'status' ),
'd' => array( array( 'name' => 'dname' ) ),
'p' => array( array( 'name' => 'pname' ), 'icon_regular', 'icon_assigned' ),
's' => array( array( 'name_user' => 'status_name' ), array( 'abbr_user' => 'status_abbr' ) ),
),
'from' => array( 't' => 'tickets' ),
'join' => array(
array( 'from' => array( 'd' => 'departments' ), 'where' => array( 't' => 'did', '=', 'd' => 'id' ) ),
array( 'from' => array( 'p' => 'priorities' ), 'where' => array( 't' => 'priority', '=', 'p' => 'id' ) ),
array( 'from' => array( 's' => 'statuses' ), 'where' => array( 't' => 'status', '=', 's' => 'id' ) ),
),
'where' => array( array( 't' => 'uid' ), '=', $this->trellis->user['id'] ),
'order' => array( 'last_reply' => array( 't' => 'desc' ) ),
'limit' => array( $this->trellis->input['st'], 15 ),
) );
#=============================
# Prepare Output
#=============================
if ( $params['error'] )
{
$this->trellis->skin->set_var( 'error', $this->trellis->lang[ 'err_'. $params['error'] ] );
}
elseif ( $params['alert'] )
{
$this->trellis->skin->set_var( 'error', $this->trellis->lang[ 'err_'. $params['alert'] ] );
}
#=============================
# Fix Up Information
#=============================
$row_count = 0;
if ( $tickets )
{
foreach ( $tickets as &$t )
{
if ( $t['date'] ) $t['date_human'] = $this->trellis->td_timestamp( array( 'time' => $t['date'], 'format' => 'short' ) );
if ( $t['last_reply'] ) $t['last_reply_human'] = $this->trellis->td_timestamp( array( 'time' => $t['last_reply'], 'format' => 'short' ) );
if ( ! $t['status_abbr'] ) $t['status_abbr'] = $t['status_name'];
}
$this->trellis->skin->set_var( 'tickets', $tickets );
}
#=============================
# Do Output
#=============================
$page_links = $this->trellis->page_links( array(
'total' => count( $t_total ),
'per_page' => 15,
'url' => $this->generate_url( array( 'st' => 0 ) ),
) );
$this->trellis->skin->set_var( 'page_links', $page_links );
$this->trellis->skin->set_var( 'sub_tpl', 'tickets.tpl' );
$this->nav = array(
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets">'. $this->trellis->lang['ticket_history'] .'</a>',
);
$this->trellis->skin->do_output( array( 'nav' => $this->nav, 'title' => $this->trellis->lang['ticket_history'] ) );
}
#=======================================
# @ View Ticket
#=======================================
function view_ticket($params=array())
{
#=============================
# Grab Ticket
#=============================
# CHECK: Do we really need this extra query?
$ticket_id = $this->trellis->func->tickets->get_id_from_mask( $this->trellis->input['id'] );
# CHECK: Do we really want to grab ALL ticket fields? Same with reply fields?
$t = $this->trellis->func->tickets->get_single_by_id( array(
'select' => array(
't' => 'all',
'u' => array( array( 'name' => 'uname' ), array( 'email' => 'uemail' ), 'ugroup' ),
'lr' => array( array( 'name' => 'last_uname' ) ),
),
'from' => array( 't' => 'tickets' ),
'join' => array( array( 'from' => array( 'u' => 'users' ), 'where' => array( 't' => 'uid', '=', 'u' => 'id' ) ), array( 'from' => array( 'lr' => 'users' ), 'where' => array( 't' => 'last_uid', '=', 'lr' => 'id' ) ) ),
), $ticket_id );
if ( ! $t || $t['uid'] != $this->trellis->user['id'] ) $this->trellis->skin->error('no_ticket');
#=============================
# Grab Replies
#=============================
$replies = $this->trellis->func->tickets->get( array(
'select' => array(
'r' => 'all',
'u' => array( array( 'name' => 'uname' ), array( 'signature' => 'usignature' ), 'sig_html' ),
),
'from' => array( 'r' => 'replies' ),
'join' => array( array( 'from' => array( 'u' => 'users' ), 'where' => array( 'r' => 'uid', '=', 'u' => 'id' ) ) ),
'where' => array( array( array( 'r' => 'tid' ), '=', $t['id'] ), array( array( 'r' => 'secret' ), '!=', 1, 'and' ) ),
'order' => array( 'date' => array( 'r' => 'asc' ) ),
) );
#=============================
# Custom Department Fields
#=============================
$this->trellis->load_functions('cdfields');
if ( $cdfields = $this->trellis->func->cdfields->grab( $t['did'] ) )
{
$fdata = $this->trellis->func->cdfields->get_data( $t['id'] );
foreach( $cdfields as &$f )
{
if ( $f['type'] == 'checkbox' )
{
$f['extra'] = unserialize( $f['extra'] );
}
elseif ( $f['type'] == 'dropdown' || $f['type'] == 'radio' )
{
$f['extra'] = unserialize( $f['extra'] );
}
}
$this->trellis->skin->set_var( 'cdfields', $cdfields );
$this->trellis->skin->set_var( 'cdfdata', $fdata );
}
#=============================
# Format Ticket
#=============================
// Hide Staff Name
if ( $this->trellis->cache->data['staff'][ $t['last_uid'] ]['g_hide_names'] ) $t['last_uname'] = $this->trellis->cache->data['groups'][ $this->trellis->cache->data['staff'][ $t['last_uid'] ]['ugroup'] ]['g_name'];
$t['priority_icon'] = $this->trellis->cache->data['priorities'][ $t['priority'] ]['icon_regular'];
$t['priority_human'] = $this->trellis->cache->data['priorities'][ $t['priority'] ]['name'];
$t['status_human'] = $this->trellis->cache->data['statuses'][ $t['status'] ]['name_user'];
$t['dname'] = $this->trellis->cache->data['departs'][ $t['did'] ]['name'];
$t['date_human'] = $this->trellis->td_timestamp( array( 'time' => $t['date'], 'format' => 'long' ) );
$t['last_reply_human'] = $this->trellis->td_timestamp( array( 'time' => $t['last_reply'], 'format' => 'long' ) );
$toutput_params = array( 'linkify' => 1 );
if ( $t['html'] )
{
$toutput_params['html'] = 1;
}
else
{
$toutput_params['paragraphs'] = 1;
$toutput_params['nl2br'] = 1;
}
$t['message'] = $this->trellis->prepare_output( $t['message'], $toutput_params );
// Permissions for Template
( $t['last_reply_staff'] ) ? $escalate_time = $t['last_reply_staff'] : $escalate_time = $t['date'];
if ( ! $t['escalated'] && ! $t['closed'] && ( $escalate_time < ( time() - ( $this->trellis->cache->data['departs'][ $t['did'] ]['escalate_wait'] * 60 ) ) ) && $this->trellis->cache->data['departs'][ $t['did'] ]['escalate_enable'] && $this->trellis->user['g_ticket_escalate'] ) $t['can_escalate'] = 1;
if ( ! $t['closed'] && $this->trellis->user['g_ticket_close'] && $this->trellis->cache->data['departs'][ $t['did'] ]['close_own'] )
{
$t['can_close'] = 1;
}
elseif ( $t['closed'] && $t['allow_reopen'] && $this->trellis->user['g_ticket_reopen'] && $this->trellis->cache->data['departs'][ $t['did'] ]['reopen_own'] )
{
$t['can_reopen'] = 1;
}
#=============================
# Grab Ratings?
#=============================
/*if ( $this->trellis->user['id'] && $this->trellis->cache->data['settings']['tickets']['rating'] && $this->trellis->user['g_reply_rate'] )
{
$this->trellis->db->construct( array(
'select' => 'all',
'from' => 'reply_rate',
'where' => array( 'tid', '=', $t['id'] ),
) );
$this->trellis->db->execute();
if ( $this->trellis->db->get_num_rows() )
{
while ( $rt = $this->trellis->db->fetch_row() )
{
$ratings[ $rt['rid'] ] = $rt['rating'];
}
}
}*/
#=============================
# Format Replies
#=============================
if ( $replies )
{
$row_count = 0;
foreach ( $replies as &$r )
{
#=============================
# Fix Up Information
#=============================
# CHECK: necessary to hide staff id as well? i don't think so because it shouldn't be displayed. changing it would affect the coding below (sigs, etc). if changed, update all similar coding.
// Hide Staff Name
if ( $r['staff'] && $this->trellis->cache->data['staff'][ $r['uid'] ]['g_hide_names'] ) $r['uname'] = $this->trellis->cache->data['groups'][ $this->trellis->cache->data['staff'][ $r['uid'] ]['ugroup'] ]['g_name'];
$r['time_ago'] = $this->trellis->td_timestamp( array( 'time' => $r['date'], 'format' => 'relative' ) );
$r['date_human'] = $this->trellis->td_timestamp( array( 'time' => $r['date'], 'format' => 'short' ) );
$routput_params = array( 'urls' => 1 );
if ( $r['html'] )
{
$routput_params['html'] = 1;
}
else
{
$routput_params['paragraphs'] = 1;
$routput_params['nl2br'] = 1;
}
$r['message'] = $this->trellis->prepare_output( $r['message'], $routput_params );
if ( $r['signature'] )
{
$soutput_params = array( 'linkify' => 1 );
if ( $r['sig_html'] )
{
$soutput_params['html'] = 1;
}
else
{
$soutput_params['paragraphs'] = 1;
$soutput_params['nl2br'] = 1;
}
if ( ! $this->parsed_sigs[ $r['uid'] ] ) $this->parsed_sigs[ $r['uid'] ] = $this->trellis->prepare_output( $r['usignature'], $soutput_params ); # CHECK: Let's not parse the signature over and over again
$r['message'] .= '<p>'. $this->parsed_sigs[ $r['uid'] ] .'</p>';
}
// Permissions for Templates
if ( ! $t['closed'] && $r['uid'] == $this->trellis->user['id'] )
{
if ( $this->trellis->user['g_reply_edit'] ) $r['can_edit'] = 1;
if ( $this->trellis->user['g_reply_delete'] ) $r['can_delete'] = 1;
}
# TODO: don't forget about ratings!
/*if ( $this->trellis->user['id'] && $this->trellis->cache->data['settings']['tickets']['rating'] && $this->trellis->user['g_reply_rate'] && $r['staff'] && ! $this->trellis->user['ban_ticket_rate'] )
{
if ( $ratings[ $r['id'] ] )
{
$r['rate_imgs'] = $this->rate_thumbs_already( $ratings[ $r['id'] ] );
$r['rate_imgs_solo'] = $this->rate_thumbs_already( $ratings[ $r['id'] ] );
}
else
{
$r['rate_imgs'] = $this->rate_thumbs( $t['id'], $r['id'] );
$r['rate_imgs_solo'] = $this->rate_thumbs( $t['id'], $r['id'] );
}
}
$reply_edit_icon = 0;
$reply_delete_icon = 0;
if ( $this->trellis->user['g_reply_edit'] && $r['uid'] == $this->trellis->user['id'] && ! $r['staff'] )
{
$r['rate_imgs'] = " <span class='response_imgs'><a href='". $this->trellis->config['hd_url'] ."/index.php?page=tickets&act=editreply&id={$r['id']}'><img src='images/". $this->trellis->skin->data['img_dir'] ."/edit_icon.gif' /></a>";
$reply_edit_icon = 1;
}
if ( $this->trellis->user['g_reply_delete'] && $r['uid'] == $this->trellis->user['id'] && ! $r['staff'] )
{
if ( $reply_edit_icon )
{
$r['rate_imgs'] .= ' ';
}
else
{
$r['rate_imgs'] = " <span class='response_imgs'>";
}
$r['rate_imgs'] .= "<a href='". $this->trellis->config['hd_url'] ."/index.php?page=tickets&act=dodelreply&id={$r['id']}' onclick='return sure_delete_reply()'><img src='images/". $this->trellis->skin->data['img_dir'] ."/delete_icon.gif' /></a>";
$reply_delete_icon = 1;
}
if ( $reply_edit_icon || $reply_delete_icon ) $r['rate_imgs'] .= '</span>';*/
}
$this->trellis->skin->set_var( 'replies', $replies );
}
#=============================
# Do Output
#=============================
// Permissions for Template
if ( $t['status'] != 6 )
{
if ( $this->trellis->user['g_ticket_edit'] ) $t['can_edit'] = 1;
$t['can_reply'] = 1;
}
if ( $params['error'] ) $this->trellis->skin->set_var( 'error', $this->trellis->lang[ 'err_'. $params['error'] ] );
if ( $params['alert'] ) $this->trellis->skin->set_var( 'alert', $this->trellis->lang[ 'alert_'. $params['alert'] ] );
if ( $params['error_reply'] ) $this->trellis->skin->set_var( 'error_reply', $this->trellis->lang[ 'err_'. $params['reply_error'] ] );
if ( $params['scroll'] ) $this->trellis->skin->set_var( 'scroll', $params['scroll'] );
if ( $this->trellis->cache->data['settings']['ticket']['attachments'] && $this->trellis->user['g_ticket_attach'] && $this->trellis->cache->data['departs'][ $t['did'] ]['allow_attach'] )
{
#$this->trellis->skin->set_var( 'upload_form', $this->trellis->skin->upload_form( 'upload_file', array( 'page' => 'tickets', 'act' => 'doupload', 'type' => 'reply', 'id' => $t['id'] ), array( 'multi' => true ) ) );
}
$this->trellis->skin->set_var( 't', $t );
$this->nav = array(
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets">'. $this->trellis->lang['ticket_history'] .'</a>',
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets&act=view&id='. $t['mask'] .'">'. $t['subject'] .'</a>',
);
$this->trellis->skin->set_var( 'sub_tpl', 'tck_view.tpl' );
$this->trellis->skin->do_output( array( 'nav' => $this->nav, 'title' => $this->trellis->lang['tickets'] .' :: '. $t['subject'] ) );
}
#=======================================
# @ Add Ticket
#=======================================
private function add_ticket()
{
# TODO: better error messages / perms check
if ( ! $this->trellis->cache->data['settings']['ticket']['new_tickets'] )
{
$this->trellis->skin->error('new_tickets_disabled');
}
if ( ! $this->trellis->user['g_ticket_create'] )
{
$this->trellis->skin->error('no_perm');
}
switch( $this->trellis->input['step'] )
{
case 1:
$this->add_ticket_step_1();
break;
case 2:
$this->add_ticket_step_2();
break;
default:
$this->add_ticket_step_1();
break;
}
}
#=======================================
# @ Add Ticket Step 1
#=======================================
function add_ticket_step_1($params=array())
{
#=============================
# Do Output
#=============================
if ( $params['error'] ) $this->trellis->skin->set_var( 'error', $this->trellis->lang[ 'err_'. $params['error'] ] );
$departs = array();
$perms = &$this->trellis->user['g_depart_perm'];
foreach( $this->trellis->cache->data['departs'] as $id => $d )
{
if ( $perms[ $d['id'] ] ) $departs[] = $d;
}
$this->trellis->skin->set_var( 'departs', $departs );
$this->trellis->skin->set_var( 'sub_tpl', 'tck_submit_1.tpl' );
$this->nav = array(
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets">'. $this->trellis->lang['tickets'] .'</a>',
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets&act=add">'. $this->trellis->lang['open_ticket'] .'</a>',
);
$this->trellis->skin->do_output( array( 'nav' => $this->nav, 'title' => $this->trellis->lang['tickets'] .' :: '. $this->trellis->lang['open_ticket'] ) );
}
#=======================================
# @ Add Ticket Step 2
#=======================================
function add_ticket_step_2($params=array())
{
#=============================
# Security Checks
#=============================
if ( ! $this->trellis->input['did'] ) $this->add_ticket_step_1( array( 'error' => 'no_depart' ) );
$perms = &$this->trellis->user['g_depart_perm'];
if ( ! $perms[ $this->trellis->input['did'] ] ) $this->add_ticket_step_1( array( 'error' => 'no_depart' ) ); // use more detailed msg
#=============================
# Custom Profile Fields
#=============================
$this->trellis->load_functions('cdfields');
if ( $cdfields = $this->trellis->func->cdfields->grab( $this->trellis->input['did'] ) )
{
foreach( $cdfields as &$f )
{
if ( $f['type'] == 'checkbox' )
{
$f['extra'] = unserialize( $f['extra'] );
}
elseif ( $f['type'] == 'dropdown' || $f['type'] == 'radio' )
{
$f['extra'] = unserialize( $f['extra'] );
}
}
$this->trellis->skin->set_var( 'cdfields', $cdfields );
}
#=============================
# Do Output
#=============================
# TODO: article suggestions as you type
$this->trellis->skin->set_var( 'dname', $this->trellis->cache->data['departs'][ $this->trellis->input['did'] ]['name'] );
if ( $params['error'] )
{
if ( $params['field'] )
{
$this->trellis->skin->set_var( 'error', $this->trellis->lang[ 'err_'. $params['error'] ] .' '. $params['field'] );
}
else
{
$this->trellis->skin->set_var( 'error', $this->trellis->lang[ 'err_'. $params['error'] ] );
}
}
$priority_options = array();
foreach ( $this->trellis->cache->data['priorities'] as $p )
{
$priority_options[ $p['id'] ] = $p['name'];
}
$this->trellis->skin->set_var( 'priority_options', $priority_options );
$this->trellis->skin->set_var( 'sub_tpl', 'tck_submit_2.tpl' );
$this->nav = array(
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets">'. $this->trellis->lang['tickets'] .'</a>',
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets&act=add">'. $this->trellis->lang['open_ticket'] .'</a>',
);
$this->trellis->skin->do_output( array( 'nav' => $this->nav, 'title' => $this->trellis->lang['tickets'] .' :: '. $this->trellis->lang['open_ticket'] ) );
}
#=======================================
# @ Do Add
#=======================================
function do_add()
{
#=============================
# Security Checks
#=============================
if ( ! $this->trellis->input['did'] ) $this->add_ticket_step_1( array( 'error' => 'no_depart' ) );
if ( ! $this->trellis->input['subject'] ) $this->add_ticket_step_2( array( 'error' => 'no_subject' ) );
if ( ! $this->trellis->input['priority'] ) $this->add_ticket_step_2( array( 'error' => 'no_priority' ) );
if ( ! $this->trellis->input['message'] ) $this->add_ticket_step_2( array( 'error' => 'no_message' ) );
if ( ! $this->trellis->cache->data['departs'][ $this->trellis->input['did'] ] ) $this->trellis->skin->error('no_depart');
$perms = &$this->trellis->user['g_depart_perm'];
if ( ! $perms[ $this->trellis->input['did'] ] ) $this->add_ticket_step_1( array( 'error' => 'no_depart' ) );
#=============================
# Add Ticket
#=============================
$db_array = array(
'did' => $this->trellis->input['did'],
'uid' => $this->trellis->user['id'],
'email' => $this->trellis->user['email'],
'subject' => $this->trellis->input['subject'],
'priority' => $this->trellis->input['priority'],
'message' => $this->trellis->input['message'],
'date' => time(),
'last_reply' => time(),
'last_uid' => $this->trellis->user['id'],
'ipadd' => $this->trellis->input['ip_address'],
'status' => $this->trellis->cache->data['misc']['default_statuses'][1],
'uname' => $this->trellis->user['name'],
);
$this->trellis->load_functions('cdfields');
if( ! $fdata = $this->trellis->func->cdfields->process_input( $this->trellis->input['did'] ) )
{
if ( $this->trellis->func->cdfields->required_field ) $this->add_ticket_step_2( array( 'error' => 'no_field', 'field' => $this->trellis->func->cdfields->required_field ) );
}
$ticket = $this->trellis->func->tickets->add( $db_array, array( 'return' => 'mask' ) );
if ( $fdata ) $this->trellis->func->cdfields->set_data( $fdata, $ticket['id'], 1 );
$this->trellis->log( 'user', "Ticket Created '". $this->trellis->input['subject'] ."'", 1, $ticket['id'] );
$this->trellis->log( 'ticket', "Ticket Created '". $this->trellis->input['subject'] ."'", 1, $ticket['id'] );
#=============================
# Do Output
#=============================
$this->trellis->input['id'] = $ticket['mask'];
$this->view_ticket( array( 'alert' => 'ticket_added' ) );
}
#=======================================
# @ Do Add Reply
#=======================================
function do_add_reply()
{
#=============================
# Security Checks
#=============================
if ( ! $this->trellis->input['message'] ) $this->view_ticket( array( 'reply_error' => 'no_message' ) );
$ticket_id = $this->trellis->func->tickets->get_id_from_mask( $this->trellis->input['id'] );
if ( ! $t = $this->trellis->func->tickets->get_single_by_id( array( 'select' => array( 't' => array( 'id', 'mask', 'did', 'uid', 'subject', 'priority', 'message', 'aua', 'closed' ), 'u' => array( array( 'name' => 'uname' ) ) ), 'from' => array( 't' => 'tickets' ), 'join' => array( array( 'from' => array( 'u' => 'users' ), 'where' => array( 'u' => 'id', '=', 't' => 'uid' ) ) ) ), $ticket_id ) ) $this->trellis->skin->error('no_ticket');
if ( $t['uid'] != $this->trellis->user['id'] ) $this->trellis->skin->error('no_perm');
if ( $t['closed'] ) $this->trellis->skin->error('ticket_closed');
#=============================
# Add Reply
#=============================
$db_array = array(
'tid' => $t['id'],
'uid' => $this->trellis->user['id'],
'message' => $this->trellis->input['message'],
'date' => time(),
'ipadd' => $this->trellis->input['ip_address'],
'mask' => $t['mask'],
'did' => $t['did'],
'tuid' => $t['uid'],
'tuname' => $t['uname'],
'subject' => $t['subject'],
'priority' => $t['priority'],
'message_original' => $t['message'],
);
$reply_id = $this->trellis->func->tickets->add_reply( $db_array, $t['id'], array( 'aua' => $t['aua'] ) );
$this->trellis->log( 'user', "Ticket Reply Added '". $t['subject'] ."'", 1, $t['id'] );
$this->trellis->log( 'ticket', "Ticket Reply Added '". $t['subject'] ."'", 1, $t['id'] );
#=============================
# Do Output
#=============================
$this->view_ticket( array( 'alert' => 'reply_added', 'scroll' => 'r'. $reply_id ) );
}
#=======================================
# @ Do Escalate
#=======================================
function do_escalate()
{
#=============================
# Security Checks
#=============================
if ( ! $this->trellis->cache->data['settings']['ticket']['escalate'] || ! $this->trellis->user['g_ticket_escalate'] ) $this->trellis->skin->error('no_perm');
$ticket_id = $this->trellis->func->tickets->get_id_from_mask( $this->trellis->input['id'] );
if ( ! $t = $this->trellis->func->tickets->get_single_by_id( array( 'select' => array( 't' => array( 'id', 'mask', 'did', 'uid', 'subject', 'priority', 'message', 'date', 'last_reply_staff', 'escalated', 'closed' ), 'u' => array( array( 'name' => 'uname' ) ) ), 'from' => array( 't' => 'tickets' ), 'join' => array( array( 'from' => array( 'u' => 'users' ), 'where' => array( 'u' => 'id', '=', 't' => 'uid' ) ) ) ), $ticket_id ) ) $this->trellis->skin->error('no_ticket');
if ( $t['closed'] ) $this->trellis->skin->error('ticket_closed');
( $t['last_reply_staff'] ) ? $escalate_time = $t['last_reply_staff'] : $escalate_time = $t['date'];
if ( $t['uid'] != $this->trellis->user['id'] || $t['escalated'] || ! $this->trellis->cache->data['departs'][ $t['did'] ]['escalate_enable'] || ( $this->trellis->cache->data['departs'][ $t['did'] ]['escalate_wait'] && ( $escalate_time >= ( time() - ( $this->trellis->cache->data['departs'][ $t['did'] ]['escalate_wait'] * 60 ) ) ) ) ) $this->trellis->skin->error('no_perm');
#=============================
# Escalate Ticket
#=============================
$this->trellis->func->tickets->escalate( $t['id'], array( 'did' => $t['did'], 'staff' => 0, 'data' => $t ) );
$this->trellis->log( 'user', "Ticket Escalated '". $t['subject'] ."'", 1, $t['id'] );
$this->trellis->log( 'ticket', "Ticket Escalated '". $t['subject'] ."'", 1, $t['id'] );
#=============================
# Do Output
#=============================
$this->view_ticket( array( 'alert' => 'ticket_escalated' ) );
}
#=======================================
# @ Do Close
#=======================================
function do_close()
{
#=============================
# Security Checks
#=============================
if ( ! $this->trellis->user['g_ticket_close'] ) $this->trellis->skin->error('no_perm');
$ticket_id = $this->trellis->func->tickets->get_id_from_mask( $this->trellis->input['id'] );
if ( ! $t = $this->trellis->func->tickets->get_single_by_id( array( 'select' => array( 't' => array( 'id', 'mask', 'did', 'uid', 'subject', 'priority', 'message', 'closed' ), 'u' => array( array( 'name' => 'uname' ) ) ), 'from' => array( 't' => 'tickets' ), 'join' => array( array( 'from' => array( 'u' => 'users' ), 'where' => array( 'u' => 'id', '=', 't' => 'uid' ) ) ) ), $ticket_id ) ) $this->trellis->skin->error('no_ticket');
if ( $t['uid'] != $this->trellis->user['id'] || ! $this->trellis->cache->data['departs'][ $t['did'] ]['close_own'] ) $this->trellis->skin->error('no_perm');
if ( $t['closed'] ) $this->trellis->skin->error('ticket_closed');
#=============================
# Close Ticket
#=============================
$this->trellis->func->tickets->close( $t['id'], array( 'uid' => $t['uid'], 'allow_reopen' => 1, 'data' => $t ) );
$this->trellis->log( 'user', "Ticket Closed '". $t['subject'] ."'", 1, $t['id'] );
$this->trellis->log( 'ticket', "Ticket Closed '". $t['subject'] ."'", 1, $t['id'] );
#=============================
# Do Output
#=============================
$this->view_ticket( array( 'error' => 'ticket_closed' ) );
}
#=======================================
# @ Do Reopen
#=======================================
function do_reopen()
{
#=============================
# Security Checks
#=============================
if ( ! $this->trellis->user['g_ticket_reopen'] ) $this->trellis->skin->error('no_perm');
$ticket_id = $this->trellis->func->tickets->get_id_from_mask( $this->trellis->input['id'] );
if ( ! $t = $this->trellis->func->tickets->get_single_by_id( array( 'select' => array( 't' => array( 'id', 'mask', 'did', 'uid', 'subject', 'priority', 'message', 'closed', 'allow_reopen' ), 'u' => array( array( 'name' => 'uname' ) ) ), 'from' => array( 't' => 'tickets' ), 'join' => array( array( 'from' => array( 'u' => 'users' ), 'where' => array( 'u' => 'id', '=', 't' => 'uid' ) ) ) ), $ticket_id ) ) $this->trellis->skin->error('no_ticket');
if ( $t['uid'] != $this->trellis->user['id'] || ! $this->trellis->cache->data['departs'][ $t['did'] ]['reopen_own'] || ! $t['allow_reopen'] ) $this->trellis->skin->error('no_perm');
if ( ! $t['closed'] ) $this->trellis->skin->error('ticket_open'); //* Write error message
#=============================
# Reopen Ticket
#=============================
$this->trellis->func->tickets->reopen( $t['id'], array( 'uid' => $t['uid'], 'did' => $t['did'], 'staff' => 0, 'data' => $t ) );
$this->trellis->log( 'other', "Ticket Reopened '". $t['subject'] ."'", 1, $t['id'] );
$this->trellis->log( 'ticket', "Ticket Reopened '". $t['subject'] ."'", 1, $t['id'] );
#=============================
# Do Output
#=============================
$this->view_ticket( array( 'alert' => 'ticket_reopened' ) );
}
#=======================================
# @ Edit Reply
#=======================================
function edit_reply($error="")
{
#=============================
# Security Checks
#=============================
if ( ! $this->trellis->user['g_reply_edit'] )
{
$this->trellis->log( 'security', "Blocked Ticket Reply Edit Attempt" );
$this->trellis->skin->error('no_perm_reply_edit');
}
$r = $this->trellis->func->tickets->get_single( array(
'select' => array(
'r' => 'all',
't' => array( 'mask', 'closed' ),
),
'from' => array( 'r' => 'replies' ),
'join' => array( array( 'from' => array( 't' => 'tickets' ), 'where' => array( 'r' => 'tid', '=', 't' => 'id' ) ) ),
'where' => array( array( 'r' => 'id' ), '=', $this->trellis->input['id'] ),
) );
if ( $r['closed'] ) $this->trellis->skin->error('no_perm_reply_edit');
if ( ! $r )
{
$this->trellis->log( 'error', "Reply Not Found ID: ". $this->trellis->input['id'] );
$this->trellis->skin->error('no_reply');
}
if ( $r['uid'] != $this->trellis->user['id'] ) $this->trellis->skin->error('no_perm_reply_edit');
#=============================
# Do Output
#=============================
if ( $error ) $this->trellis->skin->set_var( 'error', $this->trellis->lang[ 'err_'. $error ] );
$this->trellis->skin->set_var( 'r', $r );
# TODO: show ticket in nav
$this->nav = array(
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets">'. $this->trellis->lang['tickets'] .'</a>',
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets&act=view&id='. $r['mask'] .'">'. $this->trellis->lang['edit_reply'] .'</a>',
);
$this->trellis->skin->set_var( 'sub_tpl', 'tck_reply_edit.tpl' );
$this->trellis->skin->do_output( array( 'nav' => $this->nav, 'title' => $this->trellis->lang['tickets'] .' :: '. $this->trellis->lang['edit_reply'] ) );
}
#=======================================
# @ Edit Ticket
#=======================================
function edit_ticket($error='')
{
#=============================
# Security Checks
#=============================
$ticket_id = $this->trellis->func->tickets->get_id_from_mask( $this->trellis->input['id'] );
if ( ! $t = $this->trellis->func->tickets->get_single_by_id( array( 'select' => array( 'id', 'mask', 'uid', 'subject', 'message', 'closed' ), 'from' => 'tickets' ), $ticket_id ) ) $this->trellis->skin->error('no_ticket');
if ( ! $this->trellis->user['g_ticket_edit'] || $t['uid'] != $this->trellis->user['id'] || $t['closed'] ) $this->trellis->skin->error('no_perm_ticket_edit');
#=============================
# Do Output
#=============================
if ( $error ) $this->trellis->skin->set_var( 'error', $this->trellis->lang[ 'err_'. $error ] );
$this->trellis->skin->set_var( 't', $t );
$this->nav = array(
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets">'. $this->trellis->lang['tickets'] .'</a>',
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets&act=view&id='. $t['mask'] .'">'. $t['subject'] .'</a>',
'<a href="'. $this->trellis->config['hd_url'] .'/index.php?page=tickets&act=view&id='. $t['mask'] .'">'. $this->trellis->lang['edit'] .'</a>',
);
$this->trellis->skin->set_var( 'sub_tpl', 'tck_edit.tpl' );
$this->trellis->skin->do_output( array( 'nav' => $this->nav, 'title' => $this->trellis->lang['tickets'] .' :: '. $t['subject'] .' :: '. $this->trellis->lang['edit'] ) );
}
#=======================================
# @ Do Edit Ticket
#=======================================
function do_edit()
{
#=============================
# Security Checks
#=============================
if ( ! $this->trellis->input['message'] ) $this->edit_ticket('no_message');
$ticket_id = $this->trellis->func->tickets->get_id_from_mask( $this->trellis->input['id'] );
if ( ! $t = $this->trellis->func->tickets->get_single_by_id( array( 'select' => array( 'id', 'mask', 'uid', 'subject', 'message', 'closed' ), 'from' => 'tickets' ), $ticket_id ) ) $this->trellis->skin->error('no_ticket');
if ( ! $this->trellis->user['g_ticket_edit'] || $t['uid'] != $this->trellis->user['id'] || $t['closed'] ) $this->trellis->skin->error('no_perm_ticket_edit');
#=============================
# Edit Ticket
#=============================
$this->trellis->func->tickets->edit( array( 'message' => $this->trellis->input['message'] ), $t['id'] );
$this->trellis->log( 'user', "Edited Ticket ID #". $t['id'], 1, $t['id'] );
$this->trellis->log( 'ticket', "Edited Ticket ID #". $t['id'], 1, $t['tid'] );
#=============================
# Do Output
#=============================
$this->view_ticket( array( 'alert' => 'ticket_updated' ) );
}
#=======================================
# @ Do Edit Reply
#=======================================
function do_edit_reply()
{
#=============================
# Security Checks
#=============================
if ( ! $this->trellis->input['message'] )
{
$this->edit_reply('no_reply');
}
if ( ! $this->trellis->user['g_reply_edit'] )
{
$this->trellis->log( 'security', "Blocked Ticket Reply Edit Attempt" );
$this->trellis->skin->error('no_perm_reply_edit');
}
$r = $this->trellis->func->tickets->get_single( array(
'select' => array(
'r' => 'all',