WHMCS

<?php

/**

 * ###############################################

 *

 * SWIFT Framework

 * _______________________________________________

 *

 * @author                Varun Shoor

 *

 * @package                SWIFT

 * @copyright        Copyright (c) 2001-2012, Kayako

 * @license                http://www.kayako.com/license

 * @link                http://www.kayako.com

 *

 * ###############################################

 */

/**

 * The Ticket Model Class

 *

 * @author Varun Shoor

 */

class SWIFT_Ticket extends SWIFT_Model

{

        const TABLE_NAME                =        'tickets';

        const PRIMARY_KEY                =        'ticketid';

        const TABLE_STRUCTURE        =        "ticketid I PRIMARY AUTO NOTNULL,

                                                                ticketmaskid C(20) DEFAULT '' NOTNULL,

                                                                departmentid I DEFAULT '0' NOTNULL,

                                                                departmenttitle C(255) DEFAULT '' NOTNULL,

                                                                ticketstatusid I DEFAULT '0' NOTNULL,

                                                                ticketstatustitle C(255) DEFAULT '' NOTNULL,

                                                                priorityid I DEFAULT '0' NOTNULL,

                                                                prioritytitle C(255) DEFAULT '' NOTNULL,

                                                                emailqueueid I DEFAULT '0' NOTNULL,

                                                                userid I DEFAULT '0' NOTNULL,

                                                                staffid I DEFAULT '0' NOTNULL,

                                                                ownerstaffid I DEFAULT '0' NOTNULL,

                                                                ownerstaffname C(255) DEFAULT '' NOTNULL,

                                                                assignstatus I2 DEFAULT '0' NOTNULL,

                                                                fullname C(225) DEFAULT '' NOTNULL,

                                                                email C(150) DEFAULT '' NOTNULL,

                                                                lastreplier C(255) DEFAULT '' NOTNULL,

                                                                replyto C(150) DEFAULT '' NOTNULL,

                                                                subject C(255) DEFAULT '' NOTNULL,

                                                                dateline I DEFAULT '0' NOTNULL,

                                                                lastactivity I DEFAULT '0' NOTNULL,

                                                                laststaffreplytime I DEFAULT '0' NOTNULL,

                                                                lastuserreplytime I DEFAULT '0' NOTNULL,

                                                                slaplanid I DEFAULT '0' NOTNULL,

                                                                ticketslaplanid I DEFAULT '0' NOTNULL,

                                                                duetime I DEFAULT '0' NOTNULL,

                                                                totalreplies I DEFAULT '0' NOTNULL,

                                                                ipaddress C(50) DEFAULT '0.0.0.0' NOTNULL,

                                                                flagtype I2 DEFAULT '0' NOTNULL,

                                                                hasnotes I2 DEFAULT '0' NOTNULL,

                                                                hasattachments I2 DEFAULT '0' NOTNULL,

                                                                isemailed I2 DEFAULT '0' NOTNULL,

                                                                edited I2 DEFAULT '0' NOTNULL,

                                                                editedbystaffid I DEFAULT '0' NOTNULL,

                                                                editeddateline I DEFAULT '0' NOTNULL,

                                                                creator I2 DEFAULT '0' NOTNULL,

                                                                charset C(100) DEFAULT '' NOTNULL,

                                                                transferencoding C(50) DEFAULT '' NOTNULL,

                                                                timeworked I DEFAULT '0' NOTNULL,

                                                                timebilled I DEFAULT '0' NOTNULL,

                                                                dateicon I DEFAULT '0' NOTNULL,

                                                                lastpostid I DEFAULT '0' NOTNULL,

                                                                firstpostid I DEFAULT '0' NOTNULL,

                                                                tgroupid I DEFAULT '0' NOTNULL,

                                                                messageid C(17) DEFAULT '' NOTNULL,

                                                                escalationruleid I DEFAULT '0' NOTNULL,

                                                                hasdraft I2 DEFAULT '0' NOTNULL,

                                                                hasbilling I2 DEFAULT '0' NOTNULL,

                                                                isphonecall I2 DEFAULT '0' NOTNULL,

                                                                isescalated I2 DEFAULT '0' NOTNULL,

                                                                isescalatedvolatile I2 DEFAULT '0' NOTNULL,

                                                                phoneno C(255) DEFAULT '' NOTNULL,

                                                                isautoclosed I2 DEFAULT '0' NOTNULL,

                                                                autocloseruleid I DEFAULT '0' NOTNULL,

                                                                autoclosestatus I2 DEFAULT '0' NOTNULL,

                                                                autoclosetimeline I DEFAULT '0' NOTNULL,

                                                                escalatedtime I DEFAULT '0' NOTNULL,

                                                                followupcount I DEFAULT '0' NOTNULL,

                                                                hasfollowup I2 DEFAULT '0' NOTNULL,

                                                                hasratings I2 DEFAULT '0' NOTNULL,

                                                                tickethash C(50) DEFAULT '' NOTNULL,

                                                                islinked I2 DEFAULT '0' NOTNULL,

                                                                trasholddepartmentid I DEFAULT '0' NOT NULL,

                                                                tickettype I2 DEFAULT '0' NOTNULL,

                                                                tickettypeid I DEFAULT '0' NOTNULL,

                                                                tickettypetitle C(255) DEFAULT '' NOTNULL,

                                                                creationmode I2 DEFAULT '0' NOTNULL,

                                                                isfirstcontactresolved I2 DEFAULT '0' NOTNULL,

                                                                wasreopened I2 DEFAULT '0' NOTNULL,

                                                                reopendateline I DEFAULT '0' NOTNULL,

                                                                resolutiondateline I DEFAULT '0' NOTNULL,

                                                                escalationlevelcount I DEFAULT '0' NOTNULL,

                                                                resolutionseconds I DEFAULT '0' NOTNULL,

                                                                resolutionlevel I DEFAULT '0' NOTNULL,

                                                                repliestoresolution I DEFAULT '0' NOTNULL,

                                                                averageresponsetime I DEFAULT '0' NOTNULL,

                                                                averageresponsetimehits I DEFAULT '0' NOTNULL,

                                                                firstresponsetime I DEFAULT '0' NOTNULL,

                                                                resolutionduedateline I DEFAULT '0' NOTNULL,

                                                                isresolved I2 DEFAULT '0' NOTNULL,

                                                                iswatched I2 DEFAULT '0' NOTNULL,

                                                                oldeditemailaddress C(255) DEFAULT '' NOTNULL,

                                                                linkkbarticleid I DEFAULT '0' NOTNULL,

                                                                linkticketmacroid I DEFAULT '0' NOTNULL,

                                                                bayescategoryid I DEFAULT '0' NOTNULL";

        const INDEX_TICKETCOUNT        =        'departmentid, ticketstatusid, ownerstaffid, lastactivity';

        const INDEX_1                        =        'userid, email, replyto, departmentid, isresolved';

        const INDEX_2                        =        'slaplanid, duetime, ticketstatusid';

        const INDEX_3                        =        'departmentid, ticketstatusid, lastactivity';

        const INDEX_4                        =        'email';

        const INDEX_5                        =        'departmentid, ticketstatusid, userid';

        const INDEX_6                        =        'departmentid, ticketstatusid, duetime';

        const INDEX_7                        =        'dateline';

        const INDEX_8                        =        'departmentid, ticketstatusid, lastuserreplytime';

        const INDEX_9                        =        'duetime, resolutionduedateline, isescalatedvolatile, isresolved';

        const INDEX_10                        =        'ticketmaskid, ticketid, departmentid';

        const INDEX_11                        =        'departmentid, ticketstatusid, duetime, resolutionduedateline';

        const INDEX_12                        =        'isresolved, departmentid';

        const INDEX_13                        =        'ticketstatusid, departmentid, priorityid, tickettypeid';

        const INDEX_14                        =        'isescalatedvolatile, isresolved';

        const INDEX_15                        =        'ticketid, departmentid'; // Used by Staff API Protocol

        const INDEX_16                        =        'ticketid, isresolved, autoclosestatus, lastactivity'; // Used by Auto Close

        const INDEX_17                        =        'autoclosestatus, autocloseruleid, autoclosetimeline'; // Used by Auto Close

        const INDEX_18                        =        'lastactivity'; // Unified Search

        const COLUMN_RENAME_HASBENCHMARKS = 'hasratings';

        protected $_dataStore = array();

        // Attachments

        static protected $_attachmentsContainer = array();

        static protected $_notificationAttachmentsContainer = array();

        // Notification Stuff

        public $Notification = false;

        public $NotificationManager = false;

        static protected $_notificationExecutionCache = array();

        // Workflow Queue Related Variables

        static protected $_isWorkflowQueueActive = false;

        static protected $_workflowQueue = array();

        // Watcher

        static protected $_watcherPendingCache = array();

        static protected $_watcherExecutedCache = array();

        protected $_watchNotificationMessage = '';

        protected $_lastPostNotificationMessage = '';

        protected $_watcherCustomName = '';

        protected $_noAlerts = false;

        /**

         * @var bool This property decides whether the SLA calculation has been queued on shutdown

         */

        protected $_slaOverdueQueued = -1;

        /**

         * @var bool This property is used to prevent the execution of SLA calculation.

         */

        protected $_noSLACalculation = false;

        /**

         * @var SWIFT_User This property is used to cache the user object

         */

        protected $_UserObject = false;

        /**

         * @var SWIFT_UserOrganization This property is used to cache the user organization object

         */

        protected $_UserOrganizationObject = false;

        /**

         * @var SWIFT_UserGroup This property is used to cache the user group object

         */

        protected $_UserGroupObject = false;

        /**

         * @var bool This property is used to determine the cache flag for the user object

         */

        protected $_isUserObjectCached = false;

        /**

         * @var bool This property is used to determine the cache flag for the user group object

         */

        protected $_isUserGroupObjectCached = false;

        /**

         * @var bool This property is used to determine the cache flag for the user organization object

         */

        protected $_isUserOrganizationObjectCached = false;

        /**

         * @var bool Is used to determine if the status was changed in this object

         */

        protected $_hasStatusChanged = false;

        /**

         * @var array Is used to keep old Ticket Properties.

         */

        protected $_oldTicketProperties = array();

        // Core Constants

        const CREATOR_STAFF = 1;

        const CREATOR_USER = 2;

        const CREATOR_CLIENT = 2;

        const CREATIONMODE_SUPPORTCENTER = 1;

        const CREATIONMODE_STAFFCP = 2;

        const CREATIONMODE_EMAIL = 3;

        const CREATIONMODE_API = 4;

        const CREATIONMODE_SITEBADGE = 5;

        const CREATIONMODE_MOBILE = 6;

        const CREATIONMODE_STAFFAPI = 7;

        const TYPE_DEFAULT = 1;

        const TYPE_PHONE = 2;

        const MAIL_NOTIFICATION = 1;

        const MAIL_CLIENT = 2;

        const MAIL_THIRDPARTY = 3;

        const AUTOCLOSESTATUS_NONE = 0;

        const AUTOCLOSESTATUS_PENDING = 1;

        const AUTOCLOSESTATUS_CLOSED = 2;

        /**

         * Constructor

         *

         * @author Varun Shoor

         * @param SWIFT_Data $_SWIFT_DataObject The SWIFT_Data Object

         * @return bool "true" on Success, "false" otherwise

         * @throws SWIFT_Ticket_Exception If the Record could not be loaded

         */

        public function __construct(SWIFT_Data $_SWIFT_DataObject)

        {

                parent::__construct();

                if (!$_SWIFT_DataObject instanceof SWIFT_Data || !$_SWIFT_DataObject->GetIsClassLoaded() || !$this->LoadData($_SWIFT_DataObject)) {

                        throw new SWIFT_Ticket_Exception('Failed to load Ticket Object');

                        $this->SetIsClassLoaded(false);

                        return false;

                }

                $this->Load->Library('Ticket:TicketManager');

                $this->Notification = new SWIFT_TicketNotification($this);

                $this->NotificationManager = new SWIFT_NotificationManager($this);

                register_shutdown_function(array($this, 'ProcessNotifications'));

                if ($this->GetProperty('iswatched') == '1') {

                        register_shutdown_function(array($this, 'ProcessWatchers'));

                }

                return true;

        }

        /**

         * Destructor

         *

         * @author Varun Shoor

         * @return bool "true" on Success, "false" otherwise

         */

        public function __destruct()

        {

                chdir(SWIFT_BASEPATH);

                if ($this->_slaOverdueQueued != -1) {

                        $this->ProcessSLAOverdue($this->_slaOverdueQueued);

                }

                if ($this->GetProperty('iswatched') == '1') {

                        $this->ProcessWatchers();

                }

                $this->ProcessUpdatePool();

                parent::__destruct();

                return true;

        }

        /**

         * Execute SLA If pending

         *

         * @author Varun Shoor

         * @param bool $_processResolutionDue (OPTIONAL) Whether to process the resolution due dateline

         * @param bool $_dontQueue (OPTIONAL) Dont queue the SLA execution

         * @return bool "true" on Success, "false" otherwise

         * @throws SWIFT_Exception If the Class is not Loaded

         */

        public function ExecuteSLA($_processResolutionDue = true, $_dontQueue = false) {

                if (!$this->GetIsClassLoaded()) {

                        throw new SWIFT_Exception(SWIFT_CLASSNOTLOADED);

                        return false;

                }

                $this->ProcessUpdatePool();

                if ($this->_slaOverdueQueued != -1 || $_dontQueue == true) {

                        $this->ProcessSLAOverdue($_processResolutionDue);

                        if ($_dontQueue) {

                                $this->ProcessUpdatePool();

                        }

                } else {

                        $this->QueueSLAOverdue($_processResolutionDue);

                }

                return true;

        }

        /**

         * Processes the Update Pool Data

         *

         * @author Varun Shoor

         * @return bool "true" on Success, "false" otherwise

         * @throws SWIFT_Ticket_Exception If the Class is not Loaded

         */

        public function ProcessUpdatePool()

        {

                if (!$this->GetIsClassLoaded()) {

                        return false;

                } else if (!_is_array($this->GetUpdatePool())) {

                        return false;

                }

                $this->Database->AutoExecute(TABLE_PREFIX . 'tickets', $this->GetUpdatePool(), 'UPDATE', "ticketid = '" . intval($this->GetTicketID()) .

                                "'");

                $this->ClearUpdatePool();

                return true;

        }

        /**

         * Retrieves the Ticket ID

         *

         * @author Varun Shoor

         * @return mixed "ticketid" on Success, "false" otherwise

         * @throws SWIFT_Ticket_Exception If the Class is not Loaded

         */

        public function GetTicketID()

        {

                if (!$this->GetIsClassLoaded())

                {

                        throw new SWIFT_Ticket_Exception(SWIFT_CLASSNOTLOADED);

                        return false;

                }

                return $this->_dataStore['ticketid'];

        }

        /**

         * Load the Data

         *

         * @author Varun Shoor

         * @param SWIFT_Data $_SWIFT_DataObject The SWIFT_Data Object

         * @return bool "true" on Success, "false" otherwise

         * @throws SWIFT_Ticket_Exception If Invalid Data is Provided

         */

        protected function LoadData($_SWIFT_DataObject)

        {

                $_SWIFT = SWIFT::GetInstance();

                // Is it a ID?

                if ($_SWIFT_DataObject instanceof SWIFT_DataID && $_SWIFT_DataObject->GetIsClassLoaded())

                {

                        $_dataStore = $this->Database->QueryFetch("SELECT * FROM " . TABLE_PREFIX . "tickets WHERE ticketid = '" .

                                        intval($_SWIFT_DataObject->GetDataID()) . "'");

                        if (isset($_dataStore['ticketid']) && !empty($_dataStore['ticketid']))

                        {

                                $this->_dataStore = $_dataStore;

                                $this->_dataStore['displayticketid'] = IIF($_SWIFT->Settings->Get('t_eticketid') == 'seq', $this->_dataStore['ticketid'], $this->_dataStore['ticketmaskid']);

                                return true;

                        }

                // Is it a Store?

                } else if ($_SWIFT_DataObject instanceof SWIFT_DataStore && $_SWIFT_DataObject->GetIsClassLoaded()) {

                        $this->_dataStore = $_SWIFT_DataObject->GetDataStore();

                        $this->_dataStore['displayticketid'] = IIF($_SWIFT->Settings->Get('t_eticketid') == 'seq', $this->_dataStore['ticketid'], $this->_dataStore['ticketmaskid']);

                        if (!isset($this->_dataStore['ticketid']) || empty($this->_dataStore['ticketid']))

                        {

                                throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);

                        }

                        return true;

                }

                throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);

                return false;

        }

        /**

         * Returns the Data Store Array

         *

         * @author Varun Shoor

         * @return mixed "_dataStore" Array on Success, "false" otherwise

         * @throws SWIFT_Ticket_Exception If the Class is not Loaded

         */

        public function GetDataStore()

        {

                if (!$this->GetIsClassLoaded())

                {

                        throw new SWIFT_Ticket_Exception(SWIFT_CLASSNOTLOADED);

                        return false;

                }

                return $this->_dataStore;

        }

        /**

         * Retrieves a Property Value from Data Store

         *

         * @author Varun Shoor

         * @param string $_key The Key Identifier

         * @return mixed Property Data on Success, "false" otherwise

         * @throws SWIFT_Ticket_Exception If the Class is not Loaded

         */

        public function GetProperty($_key)

        {

                if (!$this->GetIsClassLoaded())

                {

                        throw new SWIFT_Ticket_Exception(SWIFT_CLASSNOTLOADED);

                        return false;

                } else if (!isset($this->_dataStore[$_key])) {

                        throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);

                        return false;

                }

                return $this->_dataStore[$_key];

        }

        /**

         * Check to see if its a valid creator type

         *

         * @author Varun Shoor

         * @param constant $_creatorType The Creator Type

         * @return bool "true" on Success, "false" otherwise

         */

        static public function IsValidCreatorType($_creatorType)

        {

                if ($_creatorType == self::CREATOR_STAFF || $_creatorType == self::CREATOR_USER)

                {

                        return true;

                }

                return false;

        }

        /**

         * Check to see if its a valid creation mode

         *

         * @author Varun Shoor

         * @param constant $_creationMode The Creation Mode

         * @return bool "true" on Success, "false" otherwise

         */

        static public function IsValidCreationMode($_creationMode)

        {

                if ($_creationMode == self::CREATIONMODE_SUPPORTCENTER || $_creationMode == self::CREATIONMODE_STAFFCP ||

                                $_creationMode == self::CREATIONMODE_EMAIL || $_creationMode == self::CREATIONMODE_API ||

                                $_creationMode == self::CREATIONMODE_SITEBADGE || $_creationMode == self::CREATIONMODE_MOBILE ||

                                $_creationMode == self::CREATIONMODE_STAFFAPI)

                {

                        return true;

                }

                return false;

        }

        /**

         * Check to see if its a valid ticket type

         *

         * @author Varun Shoor

         * @param constant $_ticketType The Ticket Type

         * @return bool "true" on Success, "false" otherwise

         */

        static public function IsValidTicketType($_ticketType)

        {

                if ($_ticketType == self::TYPE_DEFAULT || $_ticketType == self::TYPE_PHONE)

                {

                        return true;

                }

                return false;

        }

        /**

         * Get or Create a User ID based on given info

         *

         * @author Varun Shoor

         * @param string $_fullName The User Full Name

         * @param string $_email the User Email

         * @param int $_userGroupID The User Group ID

         * @param int $_languageID (OPTIONAL) The Language ID

         * @param bool $_checkGeoIP (OPTIONAL) Check GeoIP for User

         * @return int The User ID on Success, "false" otherwise

         * @throws SWIFT_Ticket_Exception If Invalid Data is Provided

         */

        static public function GetOrCreateUserID($_fullName, $_email, $_userGroupID, $_languageID = false, $_checkGeoIP = false) {

                $_SWIFT = SWIFT::GetInstance();

                // User processing.. no user specified?

                $_userIDFromEmail = SWIFT_UserEmail::RetrieveUserIDOnUserEmail($_email);

                $_userID = false;

                if (!empty($_userIDFromEmail)) {

                        $_userID = $_userIDFromEmail;

                } else {

                        $_SWIFT_UserObject = SWIFT_User::Create($_userGroupID, false, SWIFT_User::SALUTATION_NONE, $_fullName, '', '', true,

                                        false, array($_email), false, $_languageID, false, false, false, false, false, true, true, $_checkGeoIP);

                        $_userID = $_SWIFT_UserObject->GetUserID();

                }

                return $_userID;

        }

        /**

         * Create a new Ticket

         *

         * @author Varun Shoor

         * @param string $_subject The Ticket Subject

         * @param string $_fullName The Full Name of Creator

         * @param string $_email The Email of Creator

         * @param string $_contents The Ticket Contents

         * @param int $_departmentID The Department ID

         * @param int $_ticketStatusID The Ticket Status ID

         * @param int $_ticketPriorityID The Ticket Priority ID

         * @param int $_ticketTypeID The Ticket Type ID

         * @param int $_userID The User ID (If creator is user)

         * @param int $_staffID The Staff ID (If creator is staff)

         * @param constant $_ticketType The Ticket Type (Default/Phone)

         * @param constant $_creatorType The Creator Type

         * @param constant $_creationMode The Creation Mode

         * @param string $_phoneNumber (OPTIONAL) The Phone Number of User

         * @param int $_emailQueueID (OPTIONAL) The Email Queue ID

         * @param bool $_dispatchAutoResponder (OPTIONAL) Whether to dispatch the autoresponder msg

         * @param string $_emailTo (OPTIONAL) Only to be used when creating tickets from staff cp and using send mail option. Signifies the destination email address.

         * @param bool $_isPrivate (OPTIONAL) Whether private ticket post

         * @return mixed "_SWIFT_TicketObject" (OBJECT) on Success, "false" otherwise

         * @throws SWIFT_Ticket_Exception If Invalid Data is Provided or If the Object could not be created

         */

        static public function Create($_subject, $_fullName, $_email, $_contents, $_departmentID, $_ticketStatusID, $_ticketPriorityID, $_ticketTypeID,

                        $_userID, $_staffID, $_ticketType, $_creatorType, $_creationMode, $_phoneNumber = '', $_emailQueueID = 0, $_dispatchAutoResponder = true,

                        $_emailTo = '', $_isHTML = false, $_date = DATENOW, $_isPrivate = false)

        {

                $_SWIFT = SWIFT::GetInstance();

                $_departmentID = intval($_departmentID);

                $_ticketStatusID = intval($_ticketStatusID);

                $_ticketPriorityID = intval($_ticketPriorityID);

                $_userID = intval($_userID);

                $_ticketTypeID = intval($_ticketTypeID);

                $_ticketTypeCache = $_SWIFT->Cache->Get('tickettypecache');

                if(empty($_ticketTypeID)) {

                        // Set default ticket type ID

                        foreach ($_ticketTypeCache as $_ticketTypeID => $_ticketTypeContainer) {

                                break;

                        }

                }

                if ($_subject == '' || empty($_fullName) || empty($_email) || $_contents == '' || empty($_departmentID) || empty($_ticketStatusID) ||        !self::IsValidCreatorType($_creatorType)

                                || !self::IsValidCreationMode($_creationMode) || !self::IsValidTicketType($_ticketType))

                {

                        throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);

                        return false;

                }

                // Sanity check.. IMPORTANT

                $_departmentCache = $_SWIFT->Cache->Get('departmentcache');

                $_ticketStatusCache = $_SWIFT->Cache->Get('statuscache');

                $_ticketPriorityCache = $_SWIFT->Cache->Get('prioritycache');

                if (!isset($_departmentCache[$_departmentID]) || !isset($_ticketStatusCache[$_ticketStatusID]) ||

                                !isset($_ticketPriorityCache[$_ticketPriorityID]) || !isset($_ticketTypeCache[$_ticketTypeID])) {

                        throw new SWIFT_Ticket_Exception('Invalid Core Data: Department, Status, Priority, Type');

                } else if ($_departmentCache[$_departmentID]['departmentapp'] != APP_TICKETS) {

                        throw new SWIFT_Ticket_Exception('Invalid Department App');

                }

                $_ticketMaskID = GenerateUniqueMask();

                $_isPhoneCall = false;

                if ($_ticketType == self::TYPE_PHONE)

                {

                        $_isPhoneCall = true;

                }

                $_replyToEmail = $_email;

                if (!empty($_emailTo))

                {

                        $_replyToEmail = $_emailTo;

                }

                $_isEmailed = false;

                if ($_creationMode == self::CREATIONMODE_EMAIL)

                {

                        $_isEmailed = true;

                }

                $_ipAddress = '';

                if ($_SWIFT->Interface->GetInterface() != SWIFT_Interface::INTERFACE_CRON && $_SWIFT->Interface->GetInterface() != SWIFT_Interface::INTERFACE_CONSOLE)

                {

                        $_ipAddress = SWIFT::Get('IP');

                }

                $_SWIFT_BayesianObject = new SWIFT_Bayesian();

                $_finalBayesCategoryID = 0;

                $_probabilityContainer = $_SWIFT_BayesianObject->Get($_subject . ' ' . $_contents);

                if (_is_array($_probabilityContainer))

                {

                        $_finalBayesBenchmark = 0;

                        foreach ($_probabilityContainer[0] as $_bayesCategoryID => $_probability)

                        {

                                if ($_probability['combined'] >= 0.500 && $_probability['combined'] > $_finalBayesBenchmark)

                                {

                                        $_finalBayesCategoryID = $_bayesCategoryID;

                                        $_finalBayesBenchmark = $_probability['combined'];

                                }

                        }

                }

                $_SWIFT->Database->AutoExecute(TABLE_PREFIX . 'tickets', array('ticketmaskid' => $_ticketMaskID, 'departmentid' => intval($_departmentID),

                        'ticketstatusid' => intval($_ticketStatusID), 'priorityid' => intval($_ticketPriorityID), 'emailqueueid' => intval($_emailQueueID),

                        'userid' => intval($_userID), 'staffid' => intval($_staffID), 'fullname' => $_fullName, 'email' => mb_strtolower($_email), 'lastreplier' => $_fullName,

                        'replyto' => $_replyToEmail, 'subject' => $_subject, 'dateline' => $_date, 'lastactivity' => DATENOW, 'ipaddress' => $_ipAddress,

                        'isemailed' => intval($_isEmailed), 'isphonecall' => intval($_isPhoneCall), 'creator' => intval($_creatorType),

                        'tickettype' => intval($_ticketType), 'phoneno' => $_phoneNumber, 'tickettypeid' => intval($_ticketTypeID), 'tickethash' => substr(BuildHash(), 0, 12),

                        'creationmode' => intval($_creationMode), 'bayescategoryid' => intval($_finalBayesCategoryID)), 'INSERT');

                $_ticketID = $_SWIFT->Database->Insert_ID();

                if (!$_ticketID)

                {

                        throw new SWIFT_Ticket_Exception(SWIFT_CREATEFAILED);

                        return false;

                }

                $_SWIFT_TicketObject = new SWIFT_Ticket(new SWIFT_DataID($_ticketID));

                if (!$_SWIFT_TicketObject instanceof SWIFT_Ticket || !$_SWIFT_TicketObject->GetIsClassLoaded())

                {

                        throw new SWIFT_Ticket_Exception(SWIFT_CREATEFAILED);

                        return false;

                }

                $_departmentTitle = $_departmentCache[$_departmentID]['title'];

                $_statusTitle = $_ticketStatusCache[$_ticketStatusID]['title'];

                $_typeTitle = $_ticketTypeCache[$_ticketTypeID]['title'];

                $_priorityTitle = $_ticketPriorityCache[$_ticketPriorityID]['title'];

                $_SWIFT_TicketObject->UpdatePool('departmenttitle', $_departmentTitle);

                $_SWIFT_TicketObject->UpdatePool('ticketstatustitle', $_statusTitle);

                $_SWIFT_TicketObject->UpdatePool('tickettypetitle', $_typeTitle);

                $_SWIFT_TicketObject->UpdatePool('prioritytitle', $_priorityTitle);

                // Create the ticket post..

                $_creatorID = $_staffID;

                if ($_creatorType == self::CREATOR_CLIENT) {

                        $_creatorID = $_userID;

                }

                // Get Email Queue Name

                $_emailQueueCache = $_SWIFT->Cache->Get('queuecache');

                $_emailQueueAddress = '';

                if (isset($_emailQueueCache['list'][$_emailQueueID])) {

                        $_emailQueueAddress = $_emailQueueCache['list'][$_emailQueueID]['email'];

                }

                // Create Audit Log

                /*

                 * BUG FIX - Varun Shoor

                 *

                 * SWIFT-1657 Audit Log does not show email queue address via which ticket is created

                 *

                 * Comments: None

                 */

                if (!empty($_emailQueueAddress)) {

                        SWIFT_TicketAuditLog::AddToLog($_SWIFT_TicketObject, null, SWIFT_TicketAuditLog::ACTION_NEWTICKET, sprintf($_SWIFT->Language->Get('al_newticket_queue'), $_fullName, $_email, $_subject, $_emailQueueAddress),

                                SWIFT_TicketAuditLog::VALUE_NONE, 0, '', 0, '');

                } else {

                        SWIFT_TicketAuditLog::AddToLog($_SWIFT_TicketObject, null, SWIFT_TicketAuditLog::ACTION_NEWTICKET, sprintf($_SWIFT->Language->Get('al_newticket'), $_fullName, $_email, $_subject),

                                SWIFT_TicketAuditLog::VALUE_NONE, 0, '', 0, '');

                }

                $_ticketPostID = SWIFT_TicketPost::Create($_SWIFT_TicketObject, $_fullName, $_email, $_contents, $_creatorType, $_creatorID, $_creationMode,

                        $_subject, $_emailTo, $_isHTML, false, false, $_date, $_isPrivate);

                $_SWIFT_TicketObject->UpdatePool('firstpostid', $_ticketPostID);

                $_SWIFT_TicketObject->UpdatePool('lastpostid', $_ticketPostID);

                $_SWIFT_TicketObject->UpdatePool('totalreplies', '0');

                /*

                 * BUG FIX - Varun Shoor

                 *

                 * SWIFT-965 When a new ticket is created with status "closed", 'Clear due time' setting does not work

                 *

                 * Comments: None

                 */

                // SLA & Status Properties

                $_ticketStatusContainer = $_ticketStatusCache[$_ticketStatusID];

                if ($_ticketStatusContainer['resetduetime'] == '1') {

                        $_SWIFT_TicketObject->UpdatePool('duetime', '0');

                        $_SWIFT_TicketObject->_noSLACalculation = true;

                }

                if ($_ticketStatusContainer['markasresolved'] == '1')

                {

                        $_SWIFT_TicketObject->UpdatePool('isresolved', '1');

                        $_SWIFT_TicketObject->UpdatePool('resolutiondateline', DATENOW);

                        $_SWIFT_TicketObject->UpdatePool('repliestoresolution', $_SWIFT_TicketObject->GetProperty('totalreplies'));

                        // How much time did it take to resolve this ticket?

                        $_SWIFT_TicketObject->UpdatePool('resolutionseconds', DATENOW-$_SWIFT_TicketObject->GetProperty('dateline'));

                }

                // If the status is set to resolved then we reset the resolution due time

                $_processResolutionDue = false;

                if ($_ticketStatusContainer['markasresolved'] == '1') {

                        $_SWIFT_TicketObject->UpdatePool('resolutionduedateline', '0');

                        $_SWIFT_TicketObject->UpdatePool('duetime', '0');

                        $_SWIFT_TicketObject->_noSLACalculation = true;

                // Otherwise if its not, and resolutionduedateline is 0 then we force it to recalculate the resolution due time

                } else if ($_ticketStatusContainer['markasresolved'] == '0' && $_SWIFT_TicketObject->GetProperty('resolutionduedateline') == '0') {

                        $_processResolutionDue = true;

                }

                $_SWIFT_TicketObject->ProcessSLAOverdue($_processResolutionDue);

                // Notification Event

                $_SWIFT_TicketObject->NotificationManager->SetEvent('newticket');

                // Load and Process Workflow Rules

                self::AddToWorkflowQueue($_SWIFT_TicketObject);

                // Recount the cache

                SWIFT_TicketManager::Recount(false);

                if ($_dispatchAutoResponder == true)

                {

                        $_SWIFT_TicketObject->DispatchAutoresponder();

                }

                return $_SWIFT_TicketObject;

        }

        /**

         * Update the Ticket Record

         *

         * @author Varun Shoor

         * @param string $_subject The Ticket Subject

         * @param string $_fullName The Ticket Fullname

         * @param string $_email The Ticket Email

         * @return bool "true" on Success, "false" otherwise

         * @throws SWIFT_Ticket_Exception If the Class is not Loaded or If Invalid Data is Provided

         */

        public function Update($_subject, $_fullName, $_email)

        {

                $_SWIFT = SWIFT::GetInstance();

                if (!$this->GetIsClassLoaded())

                {

                        throw new SWIFT_Ticket_Exception(SWIFT_CLASSNOTLOADED);

                        return false;

                }

                // Create Audit Log

                SWIFT_TicketAuditLog::AddToLog($this, null, SWIFT_TicketAuditLog::ACTION_UPDATETICKET,

                        sprintf($_SWIFT->Language->Get('al_updateproperties'), StripName($this->GetProperty('subject'), 60), StripName($_subject, 60), StripName($this->GetProperty('fullname'), 30),

                        StripName($_fullName, 30), StripName($this->GetProperty('email'), 40), StripName($_email, 40)), SWIFT_TicketAuditLog::VALUE_NONE, 0, '', 0, '');

                $this->UpdatePool('subject', $_subject);

                $this->UpdatePool('fullname', $_fullName);

                $_ticketEmailAddress = $this->GetProperty('email');

                if ($this->GetProperty('replyto') != '')

                {

                        $_ticketEmailAddress = $this->GetProperty('replyto');

                }

                $this->UpdatePool('oldeditemailaddress', $_ticketEmailAddress);

                $this->UpdatePool('email', $_email);

                $this->UpdatePool('replyto', $_email);

                // Load and Process Workflow Rules

                self::AddToWorkflowQueue($this);

                return true;

        }

        /**

         * Delete the Ticket record

         *

         * @author Varun Shoor

         * @return bool "true" on Success, "false" otherwise

         * @throws SWIFT_Ticket_Exception If the Class is not Loaded

         */

        public function Delete()

        {

                if (!$this->GetIsClassLoaded())

                {

                        throw new SWIFT_Ticket_Exception(SWIFT_CLASSNOTLOADED);

                        return false;

                }

                self::DeleteList(array($this->GetTicketID()));

                $this->SetIsClassLoaded(false);

                return true;

        }

        /**

         * Delete a list of Tickets

         *

         * @author Varun Shoor

         * @param array $_ticketIDList The Ticket ID List

         * @return bool "true" on Success, "false" otherwise

         */

        static public function DeleteList($_ticketIDList)

        {

                $_SWIFT = SWIFT::GetInstance();

                if (!_is_array($_ticketIDList))

                {

                        return false;

                }

                $_finalTicketIDList = $_departmentIDList = array();

                $_SWIFT->Database->Query("SELECT * FROM " . TABLE_PREFIX . "tickets WHERE ticketid IN (" . BuildIN($_ticketIDList) . ")");

                while ($_SWIFT->Database->NextRecord())

                {

                        $_finalTicketIDList[] = intval($_SWIFT->Database->Record['ticketid']);

                        $_departmentIDList[] = intval($_SWIFT->Database->Record['departmentid']);

                        $_SWIFT_TicketObject = new SWIFT_Ticket(new SWIFT_DataSTore($_SWIFT->Database->Record));

                        // Create Audit Log

                        SWIFT_TicketAuditLog::AddToLog($_SWIFT_TicketObject, null, SWIFT_TicketAuditLog::ACTION_DELETETICKET,

                                sprintf($_SWIFT->Language->Get('al_deleteticket'), $_SWIFT_TicketObject->GetTicketDisplayID(), $_SWIFT->Database->Record['subject'],

                                                $_SWIFT->Database->Record['fullname'], $_SWIFT->Database->Record['email']),

                                SWIFT_TicketAuditLog::VALUE_NONE, 0, '', 0, '');

                }

                if (!count($_finalTicketIDList))

                {

                        return false;

                }

                $_SWIFT->Database->Query("DELETE FROM " . TABLE_PREFIX . "tickets WHERE ticketid IN (" . BuildIN($_finalTicketIDList) . ")");

                // Clear Ticket Posts

                SWIFT_TicketPost::DeleteOnTicket($_finalTicketIDList);

                // Clear Attachments

                SWIFT_Attachment::DeleteOnTicket($_finalTicketIDList);

                // Clear Notes

                SWIFT_TicketNote::DeleteOnTicket($_finalTicketIDList);

                // Clear Ticket Drafts

                SWIFT_TicketDraft::DeleteOnTicket($_finalTicketIDList);

                // Release the Locks

                SWIFT_TicketLock::DeleteOnTicket($_finalTicketIDList);

                SWIFT_TicketPostLock::DeleteOnTicket($_finalTicketIDList);

                // Clear the Recipients

                SWIFT_TicketRecipient::DeleteOnTicket($_finalTicketIDList);

                // Clear the Audit Logs

                SWIFT_TicketAuditLog::DeleteOnTicket($_finalTicketIDList);

                // Clear the Time Track entries

                SWIFT_TicketTimeTrack::DeleteOnTicket($_finalTicketIDList);

                // Clear the Message IDs

                SWIFT_TicketMessageID::DeleteOnTicket($_finalTicketIDList);

                // Clear the Linked Table IDs

                SWIFT_TicketLinkedTable::DeleteOnTicket($_finalTicketIDList);

                // Clear the ticket watchers

                SWIFT_TicketWatcher::DeleteOnTicket($_finalTicketIDList);

                // Clear the chains

                SWIFT_TicketLinkChain::DeleteOnTicket($_finalTicketIDList);

                // Delete the merge logs

                SWIFT_TicketMergeLog::DeleteOnTicket($_finalTicketIDList);

                // Delete the Ticket Follow-Up's

                SWIFT_TicketFollowUp::DeleteOnTicket($_finalTicketIDList);

                // Delete the Ticket Escalation Paths

                SWIFT_EscalationPath::DeleteOnTicket($_finalTicketIDList);

                // Delete the Ticket Recurrence

                SWIFT_TicketRecurrence::DeleteOnTicket($_finalTicketIDList);

                // Delete the tags

                SWIFT_TagLink::DeleteOnLinkList(SWIFT_TagLink::TYPE_TICKET, $_finalTicketIDList);

                // Rebuild count cache

                SWIFT_TicketManager::RebuildCache();

                return true;

        }

        /**

         * Un-Delete a list of Tickets

         *

         * @author Varun Shoor

         * @param array $_ticketIDList The Ticket ID List

         * @return bool "true" on Success, "false" otherwise

         */

        static public function UnDeleteList($_ticketIDList)

        {

                $_SWIFT = SWIFT::GetInstance();

                if (!_is_array($_ticketIDList))

                {

                        return false;

                }

                $_finalTicketIDList = $_departmentIDList = $_ticketContainer = array();

                $_SWIFT->Database->Query("SELECT * FROM " . TABLE_PREFIX . "tickets WHERE ticketid IN (" . BuildIN($_ticketIDList) . ")");

                while ($_SWIFT->Database->NextRecord())

                {

                        $_ticketContainer[$_SWIFT->Database->Record['ticketid']] = $_SWIFT->Database->Record;

                        $_finalTicketIDList[] = intval($_SWIFT->Database->Record['ticketid']);

                        $_departmentIDList[] = intval($_SWIFT->Database->Record['departmentid']);

                        $_SWIFT_TicketObject = new SWIFT_Ticket(new SWIFT_DataSTore($_SWIFT->Database->Record));

                        // Create Audit Log

                        SWIFT_TicketAuditLog::AddToLog($_SWIFT_TicketObject, null, SWIFT_TicketAuditLog::ACTION_DELETETICKET,

                                sprintf($_SWIFT->Language->Get('al_untrashticket'), $_SWIFT_TicketObject->GetTicketDisplayID(), $_SWIFT->Database->Record['subject'],

                                                $_SWIFT->Database->Record['fullname'], $_SWIFT->Database->Record['email']),

                                SWIFT_TicketAuditLog::VALUE_NONE, 0, '', 0, '');

                }

                if (!count($_finalTicketIDList))

                {

                        return false;

                }

                foreach ($_finalTicketIDList as $_ticketID)

                {

                        $_SWIFT->Database->AutoExecute(TABLE_PREFIX . 'tickets', array('departmentid' => intval($_ticketContainer[$_ticketID]['trasholddepartmentid'])), 'UPDATE', "ticketid = '" . intval($_ticketID) . "'");

                }

                // Rebuild count cache

                SWIFT_TicketManager::RebuildCache();

                return true;

        }

        /**

         * Merge a list of tickets together

         *

         * @author Varun Shoor

         * @param array $_ticketIDList The Ticket ID List

         * @param int $_parentTicketID (OPTIONAL) The Parent Ticket ID

         * @return bool "true" on Success, "false" otherwise

         * @throws SWIFT_Ticket_Exception If Invalid Data is Provided

         */

        static public function Merge($_ticketIDList, $_parentTicketID = false, $_staffID = false) {

                $_SWIFT = SWIFT::GetInstance();

                if (!_is_array($_ticketIDList) || (count($_ticketIDList) < 2 && empty($_parentTicketID))) {

                        return false;

                }

                $_departmentIDList = $_ticketMaskIDList = $_mergeTicketIDList = $_mergeEmailList = array();

                if (!$_parentTicketID) {

                        $_parentTicketID = $_ticketIDList[0];

                }

                // Load the parent ticket

                $_SWIFT_ParentTicketObject = new SWIFT_Ticket(new SWIFT_DataID($_parentTicketID));

                if (!$_SWIFT_ParentTicketObject instanceof SWIFT_Ticket || !$_SWIFT_ParentTicketObject->GetIsClassLoaded()) {

                        throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);

                }

                $_departmentIDList[] = $_SWIFT_ParentTicketObject->GetProperty('departmentid');

                // Load the other objects

                $_ticketObjectContainer = array();

                $_SWIFT->Database->Query("SELECT * FROM " . TABLE_PREFIX . "tickets WHERE ticketid IN (" . BuildIN($_ticketIDList) . ")");

                while ($_SWIFT->Database->NextRecord()) {

                        if ($_SWIFT->Database->Record['ticketid'] == $_parentTicketID) {

                                continue;

                        }

                        $_ticketObjectContainer[$_SWIFT->Database->Record['ticketid']] = new SWIFT_Ticket(new SWIFT_DataStore($_SWIFT->Database->Record));

                        // Create Audit Log

                        $_SWIFT_TicketObject_Merge = $_ticketObjectContainer[$_SWIFT->Database->Record['ticketid']];

                        SWIFT_TicketAuditLog::AddToLog($_SWIFT_TicketObject_Merge, null, SWIFT_TicketAuditLog::ACTION_MERGETICKET,

                                sprintf($_SWIFT->Language->Get('al_merge'), $_SWIFT_TicketObject_Merge->GetTicketDisplayID(), $_SWIFT->Database->Record['subject'],

                                                $_SWIFT->Database->Record['fullname'], $_SWIFT->Database->Record['email']),

                                SWIFT_TicketAuditLog::VALUE_NONE, 0, '', 0, '');

                        if (!in_array($_SWIFT->Database->Record['departmentid'], $_departmentIDList)) {

                                $_departmentIDList[] = $_SWIFT->Database->Record['departmentid'];

                        }

                        $_ticketMaskIDList[] = $_SWIFT->Database->Record['ticketmaskid'];

                        $_mergeTicketIDList[] = $_SWIFT->Database->Record['ticketid'];

                        if (!in_array($_SWIFT->Database->Record['email'], $_mergeEmailList) &&

                                        $_SWIFT->Database->Record['email'] != $_SWIFT_ParentTicketObject->GetProperty('email')) {

                                $_mergeEmailList[] = $_SWIFT->Database->Record['email'];

                        }

                }

                /**

                 * @todo Raise Alert Here

                 */

                // By now we have the parent ticket and the child tickets, we need to start the merge process now.

                // Update Notes. !! IMPORTANT: This needs to be called before ticket posts are updated. !!

                SWIFT_TicketNoteManager::ReplaceTicket($_mergeTicketIDList, $_SWIFT_ParentTicketObject);

                // Update Ticket Posts

                SWIFT_TicketPost::ReplaceTicket($_mergeTicketIDList, $_SWIFT_ParentTicketObject);

                // Update Attachments

                SWIFT_Attachment::ReplaceTicket($_mergeTicketIDList, $_SWIFT_ParentTicketObject);

                // Update the Recipients

                SWIFT_TicketRecipient::ReplaceTicket($_mergeTicketIDList, $_SWIFT_ParentTicketObject);

                // Update the Audit Logs

                SWIFT_TicketAuditLog::ReplaceTicket($_mergeTicketIDList, $_SWIFT_ParentTicketObject);

                // Update the Time Track entries

                SWIFT_TicketTimeTrack::ReplaceTicket($_mergeTicketIDList, $_SWIFT_ParentTicketObject);

                // Update the Ticket Follow-Up's

                SWIFT_TicketFollowUp::ReplaceTicket($_mergeTicketIDList, $_SWIFT_ParentTicketObject);

                // Add all the recipients if needed

                if ($_SWIFT->Settings->Get('t_mergrecip') == 1 && count($_mergeEmailList))

                {

                        SWIFT_TicketRecipient::Create($_SWIFT_ParentTicketObject, SWIFT_TicketRecipient::TYPE_CC, $_mergeEmailList);

                }

                // Recaclulate all properties

                $_SWIFT_ParentTicketObject->RebuildProperties();