| 1 | <?php
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| 2 | /**
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| 3 | * ###############################################
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| 4 | *
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| 5 | * SWIFT Framework
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| 6 | * _______________________________________________
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| 7 | *
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| 8 | * @author Varun Shoor
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| 9 | *
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| 10 | * @package SWIFT
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| 11 | * @copyright Copyright (c) 2001-2012, Kayako
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| 12 | * @license http://www.kayako.com/license
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| 13 | * @link http://www.kayako.com
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| 14 | *
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| 15 | * ###############################################
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| 16 | */
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| 17 |
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| 18 | /**
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| 19 | * The Ticket Post Management Class
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| 20 | *
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| 21 | * @author Varun Shoor
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| 22 | */
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| 23 | class SWIFT_TicketPost extends SWIFT_Model
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| 24 | {
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| 25 | const TABLE_NAME = 'ticketposts';
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| 26 | const PRIMARY_KEY = 'ticketpostid';
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| 27 |
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| 28 | const TABLE_STRUCTURE = "ticketpostid I PRIMARY AUTO NOTNULL,
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| 29 | ticketid I DEFAULT '0' NOTNULL,
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| 30 | dateline I DEFAULT '0' NOTNULL,
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| 31 | userid I DEFAULT '0' NOTNULL,
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| 32 | fullname C(255) DEFAULT '' NOTNULL,
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| 33 | email C(255) DEFAULT '' NOTNULL,
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| 34 | emailto C(255) DEFAULT '' NOTNULL,
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| 35 | subject C(255) DEFAULT '' NOTNULL,
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| 36 | ipaddress C(50) DEFAULT '0.0.0.0' NOTNULL,
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| 37 | hasattachments I2 DEFAULT '0' NOTNULL,
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| 38 | edited I2 DEFAULT '0' NOTNULL,
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| 39 | editedbystaffid I DEFAULT '0' NOTNULL,
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| 40 | editeddateline I DEFAULT '0' NOTNULL,
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| 41 | creator I2 DEFAULT '0' NOTNULL,
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| 42 | isthirdparty I2 DEFAULT '0' NOTNULL,
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| 43 | ishtml I2 DEFAULT '0' NOTNULL,
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| 44 | isemailed I2 DEFAULT '0' NOTNULL,
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| 45 | isprivate I2 DEFAULT '0' NOTNULL,
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| 46 | staffid I DEFAULT '0' NOTNULL,
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| 47 | contents X2,
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| 48 | contenthash C(50) DEFAULT '' NOTNULL,
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| 49 | subjecthash C(50) DEFAULT '' NOTNULL,
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| 50 | issurveycomment I2 DEFAULT '0' NOTNULL,
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| 51 |
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| 52 | creationmode I2 DEFAULT '0' NOTNULL,
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| 53 | responsetime I DEFAULT '0' NOTNULL,
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| 54 | firstresponsetime I DEFAULT '0' NOTNULL";
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| 55 |
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| 56 | const INDEX_1 = 'ticketid, staffid';
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| 57 | const INDEX_2 = 'email, subjecthash';
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| 58 | const INDEX_3 = 'creator, staffid, dateline';
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| 59 | const INDEX_4 = 'responsetime';
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| 60 | const INDEX_5 = 'firstresponsetime';
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| 61 |
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| 62 |
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| 63 |
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| 64 | protected $_dataStore = array();
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| 65 |
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| 66 | const CREATOR_STAFF = 1;
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| 67 | const CREATOR_USER = 2;
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| 68 | const CREATOR_CLIENT = 2;
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| 69 | const CREATOR_CC = 3;
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| 70 | const CREATOR_BCC = 4;
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| 71 | const CREATOR_THIRDPARTY = 5;
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| 72 |
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| 73 | /**
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| 74 | * Constructor
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| 75 | *
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| 76 | * @author Varun Shoor
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| 77 | * @param SWIFT_Data $_SWIFT_DataObject The SWIFT_Data Object
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| 78 | * @return bool "true" on Success, "false" otherwise
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| 79 | * @throws SWIFT_Ticket_Exception If the Record could not be loaded
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| 80 | */
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| 81 | public function __construct(SWIFT_Data $_SWIFT_DataObject)
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| 82 | {
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| 83 | parent::__construct();
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| 84 |
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| 85 | if (!$_SWIFT_DataObject instanceof SWIFT_Data || !$_SWIFT_DataObject->GetIsClassLoaded() || !$this->LoadData($_SWIFT_DataObject)) {
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| 86 | throw new SWIFT_Ticket_Exception('Failed to load Ticket Post Object');
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| 87 |
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| 88 | $this->SetIsClassLoaded(false);
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| 89 |
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| 90 | return false;
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| 91 | }
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| 92 |
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| 93 | return true;
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| 94 | }
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| 95 |
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| 96 | /**
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| 97 | * Destructor
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| 98 | *
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| 99 | * @author Varun Shoor
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| 100 | * @return bool "true" on Success, "false" otherwise
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| 101 | */
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| 102 | public function __destruct()
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| 103 | {
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| 104 | parent::__destruct();
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| 105 |
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| 106 | return true;
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| 107 | }
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| 108 |
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| 109 | /**
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| 110 | * Processes the Update Pool Data
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| 111 | *
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| 112 | * @author Varun Shoor
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| 113 | * @return bool "true" on Success, "false" otherwise
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| 114 | * @throws SWIFT_Ticket_Exception If the Class is not Loaded
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| 115 | */
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| 116 | public function ProcessUpdatePool()
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| 117 | {
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| 118 | if (!$this->GetIsClassLoaded()) {
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| 119 | return false;
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| 120 | } else if (!_is_array($this->GetUpdatePool())) {
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| 121 | return false;
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| 122 | }
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| 123 |
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| 124 | $this->Database->AutoExecute(TABLE_PREFIX . 'ticketposts', $this->GetUpdatePool(), 'UPDATE', "ticketpostid = '" .
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| 125 | intval($this->GetTicketPostID()) . "'");
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| 126 |
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| 127 | $this->ClearUpdatePool();
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| 128 |
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| 129 | return true;
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| 130 | }
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| 131 |
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| 132 | /**
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| 133 | * Retrieves the Ticket Post ID
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| 134 | *
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| 135 | * @author Varun Shoor
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| 136 | * @return mixed "ticketpostid" on Success, "false" otherwise
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| 137 | * @throws SWIFT_Ticket_Exception If the Class is not Loaded
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| 138 | */
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| 139 | public function GetTicketPostID()
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| 140 | {
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| 141 | if (!$this->GetIsClassLoaded())
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| 142 | {
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| 143 | throw new SWIFT_Ticket_Exception(SWIFT_CLASSNOTLOADED);
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| 144 |
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| 145 | return false;
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| 146 | }
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| 147 |
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| 148 | return $this->_dataStore['ticketpostid'];
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| 149 | }
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| 150 |
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| 151 | /**
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| 152 | * Load the Data
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| 153 | *
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| 154 | * @author Varun Shoor
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| 155 | * @param SWIFT_Data $_SWIFT_DataObject The SWIFT_Data Object
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| 156 | * @return bool "true" on Success, "false" otherwise
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| 157 | * @throws SWIFT_Ticket_Exception If Invalid Data is Provided
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| 158 | */
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| 159 | protected function LoadData($_SWIFT_DataObject)
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| 160 | {
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| 161 | // Is it a ID?
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| 162 | if ($_SWIFT_DataObject instanceof SWIFT_DataID && $_SWIFT_DataObject->GetIsClassLoaded())
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| 163 | {
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| 164 | $_dataStore = $this->Database->QueryFetch("SELECT * FROM " . TABLE_PREFIX . "ticketposts WHERE ticketpostid = '" .
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| 165 | intval($_SWIFT_DataObject->GetDataID()) . "'");
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| 166 | if (isset($_dataStore['ticketpostid']) && !empty($_dataStore['ticketpostid']))
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| 167 | {
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| 168 | $this->_dataStore = $_dataStore;
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| 169 |
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| 170 | return true;
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| 171 | }
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| 172 |
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| 173 | // Is it a Store?
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| 174 | } else if ($_SWIFT_DataObject instanceof SWIFT_DataStore && $_SWIFT_DataObject->GetIsClassLoaded()) {
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| 175 | $this->_dataStore = $_SWIFT_DataObject->GetDataStore();
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| 176 |
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| 177 | if (!isset($this->_dataStore['ticketpostid']) || empty($this->_dataStore['ticketpostid']))
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| 178 | {
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| 179 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);
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| 180 | }
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| 181 |
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| 182 | return true;
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| 183 | }
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| 184 |
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| 185 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);
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| 186 |
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| 187 | return false;
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| 188 | }
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| 189 |
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| 190 | /**
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| 191 | * Returns the Data Store Array
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| 192 | *
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| 193 | * @author Varun Shoor
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| 194 | * @return mixed "_dataStore" Array on Success, "false" otherwise
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| 195 | * @throws SWIFT_Ticket_Exception If the Class is not Loaded
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| 196 | */
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| 197 | public function GetDataStore()
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| 198 | {
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| 199 | if (!$this->GetIsClassLoaded())
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| 200 | {
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| 201 | throw new SWIFT_Ticket_Exception(SWIFT_CLASSNOTLOADED);
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| 202 |
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| 203 | return false;
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| 204 | }
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| 205 |
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| 206 | return $this->_dataStore;
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| 207 | }
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| 208 |
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| 209 | /**
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| 210 | * Retrieves a Property Value from Data Store
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| 211 | *
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| 212 | * @author Varun Shoor
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| 213 | * @param string $_key The Key Identifier
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| 214 | * @return mixed Property Data on Success, "false" otherwise
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| 215 | * @throws SWIFT_Ticket_Exception If the Class is not Loaded
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| 216 | */
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| 217 | public function GetProperty($_key)
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| 218 | {
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| 219 | if (!$this->GetIsClassLoaded())
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| 220 | {
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| 221 | throw new SWIFT_Ticket_Exception(SWIFT_CLASSNOTLOADED);
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| 222 |
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| 223 | return false;
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| 224 | } else if (!isset($this->_dataStore[$_key])) {
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| 225 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);
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| 226 |
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| 227 | return false;
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| 228 | }
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| 229 |
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| 230 | return $this->_dataStore[$_key];
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| 231 | }
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| 232 |
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| 233 | /**
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| 234 | * Check to see if its a valid creator type
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| 235 | *
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| 236 | * @author Varun Shoor
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| 237 | * @param constant $_creatorType The Creator Type
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| 238 | * @return bool "true" on Success, "false" otherwise
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| 239 | */
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| 240 | static public function IsValidCreatorType($_creatorType)
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| 241 | {
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| 242 | if ($_creatorType == self::CREATOR_STAFF || $_creatorType == self::CREATOR_USER || $_creatorType == self::CREATOR_THIRDPARTY ||
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| 243 | $_creatorType == self::CREATOR_CC || $_creatorType == self::CREATOR_BCC)
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| 244 | {
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| 245 | return true;
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| 246 | }
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| 247 |
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| 248 | return false;
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| 249 | }
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| 250 |
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| 251 | /**
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| 252 | * Create a Staff Reply
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| 253 | *
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| 254 | * @author Varun Shoor
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| 255 | * @param SWIFT_Ticket $_SWIFT_TicketObject The SWIFT_Ticket Object Pointer
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| 256 | * @param SWIFT_Staff $_SWIFT_StaffObject The SWIFT_Staff Object Pointer
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| 257 | * @param constant $_creationMode The Creation Mode
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| 258 | * @param string $_contents The Reply Contents
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| 259 | * @param string $_subject The Reply Subject
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| 260 | * @param bool $_dontSendEmail (OPTIONAL) Whether to send a email to client or not
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| 261 | * @param bool $_isHTML (OPTIONAL) Whether the contents contain HTML data
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| 262 | * @param string $_overrideFromEmail (OPTIONAL) Whether to override the from email address with the given address
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| 263 | * @param bool $_isPrivate (OPTIONAL) Whether its private post
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| 264 | * @return int Ticket Post ID
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| 265 | * @throws SWIFT_Ticket_Exception If Invalid Data is Provided
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| 266 | */
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| 267 | static public function CreateStaff(SWIFT_Ticket $_SWIFT_TicketObject, SWIFT_Staff $_SWIFT_StaffObject, $_creationMode,
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| 268 | $_contents, $_subject, $_dontSendEmail = false, $_isHTML = false, $_overrideFromEmail = '', $_isPrivate = false)
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| 269 | {
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| 270 | $_SWIFT = SWIFT::GetInstance();
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| 271 |
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| 272 | if (!$_SWIFT_TicketObject instanceof SWIFT_Ticket || !$_SWIFT_TicketObject->GetIsClassLoaded() ||
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| 273 | !$_SWIFT_StaffObject instanceof SWIFT_Staff || !$_SWIFT_StaffObject->GetIsClassLoaded())
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| 274 | {
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| 275 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);
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| 276 | } else if (empty($_contents) || !SWIFT_Ticket::IsValidCreationMode($_creationMode)) {
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| 277 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);
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| 278 | }
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| 279 | // Notification Event
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| 280 | $_SWIFT_TicketObject->NotificationManager->SetEvent('newstaffreply');
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| 281 |
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| 282 | // Retrieve the signature of the staff/queue
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| 283 | $_signatureContentsDefault = $_SWIFT_TicketObject->GetSignature($_isHTML, $_SWIFT_StaffObject);
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| 284 | $_signatureContentsHTML = $_SWIFT_TicketObject->GetSignature(true, $_SWIFT_StaffObject);
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| 285 |
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| 286 | // First create the ticket post
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| 287 | $_finalPostContents = $_contents . SWIFT_CRLF . $_signatureContentsDefault;
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| 288 | $_finalDispatchContents = $_contents . SWIFT_CRLF;
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| 289 | $_ticketPostID = self::Create($_SWIFT_TicketObject, $_SWIFT_StaffObject->GetProperty('fullname'), $_SWIFT_StaffObject->GetProperty('email'),
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| 290 | $_finalPostContents, SWIFT_Ticket::CREATOR_STAFF, $_SWIFT_StaffObject->GetStaffID(), $_creationMode, $_subject, '', $_isHTML, false, false, DATENOW, $_isPrivate);
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| 291 |
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| 292 | // Clear overdue time?
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| 293 | if ($_SWIFT->Settings->Get('t_slaresets') == '1')
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| 294 | {
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| 295 | $_SWIFT_TicketObject->ClearOverdue();
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| 296 | }
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| 297 |
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| 298 | $_SWIFT_TicketPostObject = new SWIFT_TicketPost(new SWIFT_DataID($_ticketPostID));
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| 299 |
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| 300 | $_SWIFT_TicketObject->ProcessPostAttachments($_SWIFT_TicketPostObject, 'replyattachments');
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| 301 |
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| 302 | if (!$_dontSendEmail && !$_isPrivate)
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| 303 | {
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| 304 | // Carry out the email dispatch logic
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| 305 | $_SWIFT_TicketEmailDispatchObject = new SWIFT_TicketEmailDispatch($_SWIFT_TicketObject);
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| 306 | $_SWIFT_TicketEmailDispatchObject->DispatchStaffReply($_SWIFT_StaffObject, $_finalDispatchContents, $_isHTML, $_overrideFromEmail, array($_signatureContentsDefault, $_signatureContentsHTML));
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| 307 | }
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| 308 |
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| 309 | return $_SWIFT_TicketPostObject;
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| 310 | }
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| 311 |
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| 312 | /**
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| 313 | * Create a Forward
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| 314 | *
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| 315 | * @author Varun Shoor
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| 316 | * @param SWIFT_Ticket $_SWIFT_TicketObject The SWIFT_Ticket Object Pointer
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| 317 | * @param SWIFT_Staff $_SWIFT_StaffObject The SWIFT_Staff Object Pointer
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| 318 | * @param constant $_creationMode The Creation Mode
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| 319 | * @param string $_contents The Reply Contents
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| 320 | * @param string $_subject The Reply Subject
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| 321 | * @param string $_emailTo The Destination Email Address
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| 322 | * @param bool $_dontSendEmail (OPTIONAL) Whether to send a email to client or not
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| 323 | * @param bool $_isHTML (OPTIONAL) Whether the contents contain HTML data
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| 324 | * @param string $_overrideFromEmail (OPTIONAL) Whether to override the from email address with the given address
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| 325 | * @param bool $_isPrivate (OPTIONAL) Whether its private post
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| 326 | * @return int Ticket Post ID
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| 327 | * @throws SWIFT_Ticket_Exception If Invalid Data is Provided
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| 328 | */
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| 329 | static public function CreateForward(SWIFT_Ticket $_SWIFT_TicketObject, SWIFT_Staff $_SWIFT_StaffObject, $_creationMode,
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| 330 | $_contents, $_subject, $_emailTo, $_dontSendEmail = false, $_isHTML = false, $_overrideFromEmail = '', $_isPrivate = false)
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| 331 | {
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| 332 | $_SWIFT = SWIFT::GetInstance();
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| 333 |
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| 334 | if (!$_SWIFT_TicketObject instanceof SWIFT_Ticket || !$_SWIFT_TicketObject->GetIsClassLoaded() ||
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| 335 | !$_SWIFT_StaffObject instanceof SWIFT_Staff || !$_SWIFT_StaffObject->GetIsClassLoaded())
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| 336 | {
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| 337 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);
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| 338 | } else if (empty($_contents) || !SWIFT_Ticket::IsValidCreationMode($_creationMode)) {
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| 339 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA);
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| 340 | }
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| 341 |
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| 342 | // Retrieve the signature of the staff/queue
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| 343 | $_signatureContentsDefault = $_SWIFT_TicketObject->GetSignature($_isHTML, $_SWIFT_StaffObject);
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| 344 | $_signatureContentsHTML = $_SWIFT_TicketObject->GetSignature(true, $_SWIFT_StaffObject);
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| 345 |
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| 346 | // First create the ticket post
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| 347 | $_finalDispatchContents = $_contents . SWIFT_CRLF;
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| 348 | $_finalPostContents = $_contents . SWIFT_CRLF . $_signatureContentsDefault;
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| 349 | $_ticketPostID = self::Create($_SWIFT_TicketObject, $_SWIFT_StaffObject->GetProperty('fullname'), $_SWIFT_StaffObject->GetProperty('email'),
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| 350 | $_finalPostContents, SWIFT_Ticket::CREATOR_STAFF, $_SWIFT_StaffObject->GetStaffID(), $_creationMode, $_subject, $_emailTo, $_isHTML, true, false, DATENOW, $_isPrivate);
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| 351 |
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| 352 | $_SWIFT_TicketPostObject = new SWIFT_TicketPost(new SWIFT_DataID($_ticketPostID));
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| 353 |
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| 354 | $_SWIFT_TicketObject->ProcessPostAttachments($_SWIFT_TicketPostObject, 'forwardattachments');
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| 355 |
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| 356 | // Carry out the email dispatch logic
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| 357 | if ($_dontSendEmail == false) {
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| 358 | $_SWIFT_TicketEmailDispatchObject = new SWIFT_TicketEmailDispatch($_SWIFT_TicketObject);
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| 359 | $_SWIFT_TicketEmailDispatchObject->DispatchForwardReply($_emailTo, $_SWIFT_StaffObject, $_finalDispatchContents, $_isHTML, $_overrideFromEmail, array($_signatureContentsDefault, $_signatureContentsHTML));
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| 360 | }
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| 361 |
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| 362 | return $_ticketPostID;
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| 363 | }
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| 364 |
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| 365 | /**
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| 366 | * Create a Client Ticket Post
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| 367 | *
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| 368 | * @author Varun Shoor
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| 369 | * @param SWIFT_Ticket $_SWIFT_TicketObject The SWIFT_Ticket Object Pointer
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| 370 | * @param SWIFT_User $_SWIFT_UserObject The SWIFT_User Object Pointer
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| 371 | * @param constant $_creationMode The Creation Mode
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| 372 | * @param string $_contents The Reply Contents
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| 373 | * @param string $_subject The Reply Subject
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| 374 | * @param constant $_creatorType The Creator Type
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| 375 | * @param bool $_isHTML (OPTIONAL) Whether the contents contain HTML data
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| 376 | * @param string $_customEmail (OPTIONAL) The custom email from which the post was received
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| 377 | * @param string $_attachmentsContainer (OPTIONAL) The Attachments Container
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| 378 | * @return int Ticket Post ID
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| 379 | * @throws SWIFT_Ticket_Exception If Invalid Data is Provided
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| 380 | */
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| 381 | static public function CreateClient(SWIFT_Ticket $_SWIFT_TicketObject, SWIFT_User $_SWIFT_UserObject, $_creationMode, $_contents, $_subject, $_creatorType,
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| 382 | $_isHTML = false, $_customEmail = '', $_attachmentsContainer = array())
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| 383 | {
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| 384 | $_SWIFT = SWIFT::GetInstance();
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| 385 |
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| 386 | if (!$_SWIFT_TicketObject instanceof SWIFT_Ticket || !$_SWIFT_TicketObject->GetIsClassLoaded() ||
|
|---|
| 387 | !$_SWIFT_UserObject instanceof SWIFT_User || !$_SWIFT_UserObject->GetIsClassLoaded())
|
|---|
| 388 | {
|
|---|
| 389 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA . '2');
|
|---|
| 390 | } else if (empty($_contents) || !SWIFT_Ticket::IsValidCreationMode($_creationMode)) {
|
|---|
| 391 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA . '3');
|
|---|
| 392 | }
|
|---|
| 393 |
|
|---|
| 394 | $_ticketStatusCache = $_SWIFT->Cache->Get('statuscache');
|
|---|
| 395 |
|
|---|
| 396 | $_isThirdParty = false;
|
|---|
| 397 | if ($_creatorType == self::CREATOR_THIRDPARTY)
|
|---|
| 398 | {
|
|---|
| 399 | $_isThirdParty = true;
|
|---|
| 400 | }
|
|---|
| 401 |
|
|---|
| 402 | $_finalEmail = '';
|
|---|
| 403 | if (empty($_customEmail))
|
|---|
| 404 | {
|
|---|
| 405 | $_userEmailList = $_SWIFT_UserObject->GetEmailList();
|
|---|
| 406 | $_finalEmail = $_userEmailList[0];
|
|---|
| 407 | } else {
|
|---|
| 408 | $_finalEmail = $_customEmail;
|
|---|
| 409 | }
|
|---|
| 410 |
|
|---|
| 411 | // Notification Event
|
|---|
| 412 | $_SWIFT_TicketObject->NotificationManager->SetEvent('newclientreply');
|
|---|
| 413 |
|
|---|
| 414 | /*
|
|---|
| 415 | * BUG FIX - Varun Shoor
|
|---|
| 416 | *
|
|---|
| 417 | * SWIFT-1140 "Ticket Status (Post Parse)" criteria does not work
|
|---|
| 418 | *
|
|---|
| 419 | * Comments: Added has status changed property to make sure that this does not override the status set by parser rule
|
|---|
| 420 | */
|
|---|
| 421 | if (isset($_ticketStatusCache[$_SWIFT->Settings->Get('t_cstatusupd')]) && $_SWIFT_TicketObject->GetHasStatusChanged() == false)
|
|---|
| 422 | {
|
|---|
| 423 | $_SWIFT_TicketObject->SetStatus($_SWIFT->Settings->Get('t_cstatusupd'));
|
|---|
| 424 | }
|
|---|
| 425 |
|
|---|
| 426 | // First create the ticket post
|
|---|
| 427 | $_finalPostContents = $_contents;
|
|---|
| 428 | $_ticketPostID = self::Create($_SWIFT_TicketObject, $_SWIFT_UserObject->GetProperty('fullname'), $_finalEmail,
|
|---|
| 429 | $_finalPostContents, $_creatorType, $_SWIFT_UserObject->GetUserID(), $_creationMode, $_subject, '', $_isHTML, $_isThirdParty);
|
|---|
| 430 |
|
|---|
| 431 | // Execute SLA
|
|---|
| 432 | /*
|
|---|
| 433 | * BUG FIX - Varun Shoor
|
|---|
| 434 | *
|
|---|
| 435 | * SWIFT-2563 Resolution time gets reset on ticket after every client reply
|
|---|
| 436 | *
|
|---|
| 437 | */
|
|---|
| 438 | $_SWIFT_TicketObject->ExecuteSLA(false);
|
|---|
| 439 |
|
|---|
| 440 | // Carry out the email dispatch logic
|
|---|
| 441 |
|
|---|
| 442 | /*
|
|---|
| 443 | * BUG FIX - Varun Shoor
|
|---|
| 444 | *
|
|---|
| 445 | * SWIFT-1736 Help desk should not send reply to recipient address if it is already added in the email as CC or TO
|
|---|
| 446 | *
|
|---|
| 447 | * Comments: Dont send the emails to other recipients if the creation mode is email. This prevents the system from sending duplicate replies to other recipients.
|
|---|
| 448 | */
|
|---|
| 449 | if ($_creationMode != SWIFT_Ticket::CREATIONMODE_EMAIL) {
|
|---|
| 450 | $_SWIFT_TicketEmailDispatchObject = new SWIFT_TicketEmailDispatch($_SWIFT_TicketObject);
|
|---|
| 451 | $_SWIFT_TicketEmailDispatchObject->DispatchUserReply($_SWIFT_UserObject, $_contents, $_isHTML, $_attachmentsContainer, $_finalEmail, $_isThirdParty);
|
|---|
| 452 | }
|
|---|
| 453 |
|
|---|
| 454 | return $_ticketPostID;
|
|---|
| 455 | }
|
|---|
| 456 |
|
|---|
| 457 | /**
|
|---|
| 458 | * Create a Client Ticket Post
|
|---|
| 459 | *
|
|---|
| 460 | * @author Varun Shoor
|
|---|
| 461 | * @param SWIFT_Ticket $_SWIFT_TicketObject The SWIFT_Ticket Object Pointer
|
|---|
| 462 | * @param SWIFT_User $_SWIFT_UserObject The SWIFT_User Object Pointer
|
|---|
| 463 | * @param constant $_creationMode The Creation Mode
|
|---|
| 464 | * @param string $_contents The Reply Contents
|
|---|
| 465 | * @param string $_subject The Reply Subject
|
|---|
| 466 | * @param constant $_creatorType The Creator Type
|
|---|
| 467 | * @param bool $_isHTML (OPTIONAL) Whether the contents contain HTML data
|
|---|
| 468 | * @param string $_customEmail (OPTIONAL) The custom email from which the post was received
|
|---|
| 469 | * @return int Ticket Post ID
|
|---|
| 470 | * @throws SWIFT_Ticket_Exception If Invalid Data is Provided
|
|---|
| 471 | */
|
|---|
| 472 | static public function CreateClientSurvey(SWIFT_Ticket $_SWIFT_TicketObject, SWIFT_User $_SWIFT_UserObject, $_creationMode, $_contents, $_subject, $_creatorType,
|
|---|
| 473 | $_isHTML = false, $_customEmail = '')
|
|---|
| 474 | {
|
|---|
| 475 | $_SWIFT = SWIFT::GetInstance();
|
|---|
| 476 |
|
|---|
| 477 | if (!$_SWIFT_TicketObject instanceof SWIFT_Ticket || !$_SWIFT_TicketObject->GetIsClassLoaded() ||
|
|---|
| 478 | !$_SWIFT_UserObject instanceof SWIFT_User || !$_SWIFT_UserObject->GetIsClassLoaded())
|
|---|
| 479 | {
|
|---|
| 480 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA . '2');
|
|---|
| 481 | } else if (empty($_contents) || !SWIFT_Ticket::IsValidCreationMode($_creationMode)) {
|
|---|
| 482 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA . '3');
|
|---|
| 483 | }
|
|---|
| 484 |
|
|---|
| 485 | $_isThirdParty = false;
|
|---|
| 486 | if ($_creatorType == self::CREATOR_THIRDPARTY)
|
|---|
| 487 | {
|
|---|
| 488 | $_isThirdParty = true;
|
|---|
| 489 | }
|
|---|
| 490 |
|
|---|
| 491 | $_finalEmail = '';
|
|---|
| 492 | if (empty($_customEmail))
|
|---|
| 493 | {
|
|---|
| 494 | $_userEmailList = $_SWIFT_UserObject->GetEmailList();
|
|---|
| 495 | $_finalEmail = $_userEmailList[0];
|
|---|
| 496 | } else {
|
|---|
| 497 | $_finalEmail = $_customEmail;
|
|---|
| 498 | }
|
|---|
| 499 |
|
|---|
| 500 | // Notification Event
|
|---|
| 501 | $_SWIFT_TicketObject->NotificationManager->SetEvent('newclientsurvey');
|
|---|
| 502 |
|
|---|
| 503 | // First create the ticket post
|
|---|
| 504 | $_finalPostContents = $_contents;
|
|---|
| 505 | $_ticketPostID = self::Create($_SWIFT_TicketObject, $_SWIFT_UserObject->GetProperty('fullname'), $_finalEmail,
|
|---|
| 506 | $_finalPostContents, $_creatorType, $_SWIFT_UserObject->GetUserID(), $_creationMode, $_subject, '', $_isHTML, $_isThirdParty, true);
|
|---|
| 507 |
|
|---|
| 508 | return $_ticketPostID;
|
|---|
| 509 | }
|
|---|
| 510 |
|
|---|
| 511 | /**
|
|---|
| 512 | * Create a new Ticket Post
|
|---|
| 513 | *
|
|---|
| 514 | * @author Varun Shoor
|
|---|
| 515 | * @param object $_SWIFT_TicketObject The SWIFT_Ticket Object Pointer
|
|---|
| 516 | * @param string $_fullName The Fullname
|
|---|
| 517 | * @param string $_email The Email Address
|
|---|
| 518 | * @param string $_contents The contents of the post
|
|---|
| 519 | * @param constant $_creatorType The Creator Type
|
|---|
| 520 | * @param int $_creatorID The Creator ID
|
|---|
| 521 | * @param constant $_creationMode The Creation Mode
|
|---|
| 522 | * @param string $_subject (OPTIONAL) The Subject
|
|---|
| 523 | * @param string $_emailTo (OPTIONAL) The Email to which this post was received for, generally the email address of the queue
|
|---|
| 524 | * @param bool $_isHTML (OPTIONAL) Whether this is a HTML post
|
|---|
| 525 | * @param bool $_isThirdParty (OPTIONAL) Whether its a third party reply
|
|---|
| 526 | * @param bool $_isSurveyComment (OPTIONAL) Whether its a survey comment
|
|---|
| 527 | * @param bool $_isPrivate (OPTIONAL) Whether its private post
|
|---|
| 528 | * @return mixed "_ticketPostID" (INT) on Success, "false" otherwise
|
|---|
| 529 | * @throws SWIFT_Ticket_Exception If Invalid Data is Provided or If the Object could not be created
|
|---|
| 530 | */
|
|---|
| 531 | static public function Create(SWIFT_Ticket $_SWIFT_TicketObject, $_fullName, $_email, $_contents, $_creatorType, $_creatorID, $_creationMode,
|
|---|
| 532 | $_subject, $_emailTo = '', $_isHTML = false, $_isThirdParty = false, $_isSurveyComment = false, $_dateline = DATENOW, $_isPrivate = false)
|
|---|
| 533 | {
|
|---|
| 534 | $_SWIFT = SWIFT::GetInstance();
|
|---|
| 535 |
|
|---|
| 536 | $_creatorID = intval($_creatorID);
|
|---|
| 537 |
|
|---|
| 538 | if (!$_SWIFT_TicketObject instanceof SWIFT_Ticket || !$_SWIFT_TicketObject->GetIsClassLoaded() || empty($_fullName) || empty($_email) ||
|
|---|
| 539 | $_contents == '' || !self::IsValidCreatorType($_creatorType) ||
|
|---|
| 540 | !SWIFT_Ticket::IsValidCreationMode($_creationMode))
|
|---|
| 541 | {
|
|---|
| 542 | throw new SWIFT_Ticket_Exception(SWIFT_INVALIDDATA . '4');
|
|---|
| 543 |
|
|---|
| 544 | return false;
|
|---|
| 545 | }
|
|---|
| 546 |
|
|---|
| 547 | $_staffID = $_userID = 0;
|
|---|
| 548 | if ($_creatorType == SWIFT_Ticket::CREATOR_STAFF)
|
|---|
| 549 | {
|
|---|
| 550 | $_staffID = intval($_creatorID);
|
|---|
| 551 | } else if ($_creatorType == SWIFT_Ticket::CREATOR_USER) {
|
|---|
| 552 | $_userID = intval($_creatorID);
|
|---|
| 553 | }
|
|---|
| 554 |
|
|---|
| 555 | $_isEmailed = false;
|
|---|
| 556 | if ($_creationMode == SWIFT_Ticket::CREATIONMODE_EMAIL)
|
|---|
| 557 | {
|
|---|
| 558 | $_isEmailed = true;
|
|---|
| 559 | }
|
|---|
| 560 |
|
|---|
| 561 | $_ipAddress = '';
|
|---|
| 562 | if ($_SWIFT->Interface->GetInterface() != SWIFT_Interface::INTERFACE_CRON && $_SWIFT->Interface->GetInterface() != SWIFT_Interface::INTERFACE_CONSOLE)
|
|---|
| 563 | {
|
|---|
| 564 | $_ipAddress = SWIFT::Get('IP');
|
|---|
| 565 | }
|
|---|
| 566 |
|
|---|
| 567 | $_responseTime = 0;
|
|---|
| 568 |
|
|---|
| 569 | // Calculate average response time
|
|---|
| 570 | // Does this ticket have a last post?
|
|---|
| 571 | if ($_SWIFT_TicketObject->GetProperty('lastpostid') != '0') {
|
|---|
| 572 | try {
|
|---|
| 573 | $_SWIFT_TicketPostObject_Avg = new SWIFT_TicketPost(new SWIFT_DataID($_SWIFT_TicketObject->GetProperty('lastpostid')));
|
|---|
| 574 | $_responseTime = DATENOW - $_SWIFT_TicketPostObject_Avg->GetProperty('dateline');
|
|---|
| 575 |
|
|---|
| 576 | // Was the last post by client?
|
|---|
| 577 | if ($_creatorType == self::CREATOR_STAFF && $_SWIFT_TicketPostObject_Avg->GetProperty('creator') != self::CREATOR_STAFF) {
|
|---|
| 578 | $_SWIFT_TicketObject->UpdateAverageResponseTime($_responseTime);
|
|---|
| 579 | }
|
|---|
| 580 | } catch (SWIFT_Exception $_SWIFT_ExceptionObject) {
|
|---|
| 581 | }
|
|---|
| 582 | }
|
|---|
| 583 |
|
|---|
| 584 | $_firstResponseTime = 0;
|
|---|
| 585 |
|
|---|
| 586 | // The creator of post is staff, first response time is empty AND we have a last post.. and the total replies is less than four
|
|---|
| 587 | if ($_creatorType == self::CREATOR_STAFF && $_SWIFT_TicketObject->GetProperty('firstresponsetime') == '0' && $_SWIFT_TicketObject->GetProperty('lastpostid') != '0' && $_SWIFT_TicketObject->GetProperty('totalreplies') <= 4 && $_isPrivate == false) {
|
|---|
| 588 | $_firstResponseTime = DATENOW - $_SWIFT_TicketObject->GetProperty('dateline');
|
|---|
| 589 | }
|
|---|
| 590 |
|
|---|
| 591 | $_SWIFT->Database->AutoExecute(TABLE_PREFIX . 'ticketposts', array('ticketid' => intval($_SWIFT_TicketObject->GetTicketID()),
|
|---|
| 592 | 'fullname' => $_fullName, 'email' => mb_strtolower($_email), 'emailto' => mb_strtolower($_emailTo), 'subject' => $_subject, 'ipaddress' => $_ipAddress,
|
|---|
| 593 | 'creator' => intval($_creatorType), 'isemailed' => intval($_isEmailed), 'staffid' => intval($_staffID), 'userid' => intval($_userID),
|
|---|
| 594 | 'contents' => $_contents, 'contenthash' => sha1($_contents), 'subjecthash' => sha1($_subject), 'creationmode' => intval($_creationMode),
|
|---|
| 595 | 'dateline' => $_dateline, 'ishtml' => intval($_isHTML), 'isthirdparty' => intval($_isThirdParty), 'issurveycomment' => intval($_isSurveyComment),
|
|---|
| 596 | 'responsetime' => intval($_responseTime), 'firstresponsetime' => intval($_firstResponseTime), 'isprivate' => intval($_isPrivate)),
|
|---|
| 597 | 'INSERT');
|
|---|
| 598 | $_ticketPostID = $_SWIFT->Database->Insert_ID();
|
|---|
| 599 |
|
|---|
| 600 | if (!$_ticketPostID)
|
|---|
| 601 | {
|
|---|
| 602 | throw new SWIFT_Ticket_Exception(SWIFT_CREATEFAILED);
|
|---|
| 603 |
|
|---|
| 604 | return false;
|
|---|
| 605 | }
|
|---|
| 606 |
|
|---|
| 607 | $_SWIFT_TicketPostObject = new SWIFT_TicketPost(new SWIFT_DataID($_ticketPostID));
|
|---|
| 608 |
|
|---|
| 609 | if (!empty($_firstResponseTime)) {
|
|---|
| 610 | $_SWIFT_TicketObject->UpdatePool('firstresponsetime', intval($_firstResponseTime));
|
|---|
| 611 | }
|
|---|
| 612 |
|
|---|
| 613 | $_SWIFT_TicketObject->UpdatePool('lastpostid', intval($_ticketPostID));
|
|---|
| 614 | $_SWIFT_TicketObject->UpdatePool('lastactivity', DATENOW);
|
|---|
| 615 | $_SWIFT_TicketObject->UpdatePool('lastreplier', $_fullName);
|
|---|
| 616 | $_SWIFT_TicketObject->UpdatePool('autoclosestatus', SWIFT_Ticket::AUTOCLOSESTATUS_NONE);
|
|---|
| 617 | $_SWIFT_TicketObject->UpdatePool('autoclosetimeline', '0');
|
|---|
| 618 |
|
|---|
| 619 | if ($_creatorType == SWIFT_Ticket::CREATOR_STAFF && $_isPrivate == false)
|
|---|
| 620 | {
|
|---|
| 621 | $_SWIFT_TicketObject->UpdatePool('laststaffreplytime', DATENOW);
|
|---|
| 622 | } else if ($_creatorType == SWIFT_Ticket::CREATOR_USER) {
|
|---|
| 623 | $_SWIFT_TicketObject->UpdatePool('lastuserreplytime', DATENOW);
|
|---|
| 624 | }
|
|---|
| 625 |
|
|---|
| 626 | if ($_isPrivate == false)
|
|---|
| 627 | {
|
|---|
| 628 | $_totalTicketReplies = intval($_SWIFT_TicketObject->GetProperty('totalreplies'));
|
|---|
| 629 | $_SWIFT_TicketObject->UpdatePool('totalreplies', $_totalTicketReplies + 1);
|
|---|
| 630 | }
|
|---|
| 631 |
|
|---|
| 632 | $_SWIFT_TicketObject->SetWatcherProperties($_fullName, sprintf($_SWIFT->Language->Get('watcherprefix'), $_fullName, $_email) . SWIFT_CRLF . $_contents);
|
|---|
| 633 |
|
|---|
| 634 |
|
|---|
| 635 | // Index the words in the post for searching
|
|---|
| 636 | $eng = new SWIFT_SearchEngine();
|
|---|
| 637 | $eng->Insert($_SWIFT_TicketObject->GetTicketID(), $_ticketPostID, SWIFT_SearchEngine::TYPE_TICKET, $_contents);
|
|---|
| 638 |
|
|---|
| 639 | // Create unique message id
|
|---|
| 640 | SWIFT_TicketMessageID::Create($_SWIFT_TicketObject, $_SWIFT_TicketPostObject);
|
|---|
| 641 |
|
|---|
| 642 | /*
|
|---|
| 643 | * BUG FIX - Varun Shoor
|
|---|
| 644 | *
|
|---|
| 645 | * SWIFT-1609 ticketpostid is always set 0 in swticketauditlogs table
|
|---|
| 646 | */
|
|---|
| 647 | // Create Audit Log
|
|---|
| 648 | SWIFT_TicketAuditLog::AddToLog($_SWIFT_TicketObject, $_SWIFT_TicketPostObject, SWIFT_TicketAuditLog::ACTION_NEWTICKETPOST,
|
|---|
| 649 | sprintf($_SWIFT->Language->Get('al_newreply'), $_fullName, $_email), SWIFT_TicketAuditLog::VALUE_NONE, 0, '',
|
|---|
| 650 | 0, '');
|
|---|
| 651 |
|
|---|
| 652 | return $_ticketPostID;
|
|---|
| 653 | }
|
|---|
| 654 |
|
|---|
| 655 | /**
|
|---|
| 656 | * Update the Ticket Post Record
|
|---|
| 657 | *
|
|---|
| 658 | * @author Varun Shoor
|
|---|
| 659 | * @param string $_contents The Ticket Post Contents
|
|---|
| 660 | * @param int $_staffID (OPTIONAL) The Staff ID making the change
|
|---|
| 661 | * @return bool "true" on Success, "false" otherwise
|
|---|
| 662 | * @throws SWIFT_Ticket_Exception If the Class is not Loaded or If Invalid Data is Provided
|
|---|
| 663 | */
|
|---|
| 664 | public function Update($_contents, $_staffID = 0)
|
|---|
| 665 | {
|
|---|
| 666 | if (!$this->GetIsClassLoaded())
|
|---|
| 667 | {
|
|---|
| 668 | throw new SWIFT_Ticket_Exception(SWIFT_CLASSNOTLOADED);
|
|---|
| 669 |
|
|---|
| 670 | return false;
|
|---|
| 671 | }
|
|---|
| 672 |
|
|---|
| 673 | // Search engine index
|
|---|
| 674 | $eng = new SWIFT_SearchEngine();
|
|---|
| 675 | $eng->Update($this->GetProperty('ticketid'), $this->GetProperty('ticketpostid'), SWIFT_SearchEngine::TYPE_TICKET, $_contents);
|
|---|
| 676 |
|
|---|
| 677 | $this->UpdatePool('contents', $_contents);
|
|---|
| 678 | $this->UpdatePool('contenthash', sha1($_contents));
|
|---|
| 679 | $this->UpdatePool('edited', '1');
|
|---|
| 680 | $this->UpdatePool('editedbystaffid', intval($_staffID));
|
|---|
| 681 | $this->UpdatePool('editeddateline', DATENOW);
|
|---|
| 682 |
|
|---|
| 683 | $this->ProcessUpdatePool();
|
|---|
| 684 |
|
|---|
| 685 | return true;
|
|---|
| 686 | }
|
|---|
| 687 |
|
|---|
| 688 | /**
|
|---|
| 689 | * Retrieve the display contents for this ticket post
|
|---|
| 690 | *
|
|---|
| 691 | * @author Varun Shoor
|
|---|
| 692 | * @return string The display contents
|
|---|
| 693 | * @throws SWIFT_Exception If the Class is not Loaded
|
|---|
| 694 | */
|
|---|
| 695 | public function GetDisplayContents() {
|
|---|
| 696 | if (!$this->GetIsClassLoaded()) {
|
|---|
| 697 | throw new SWIFT_Exception(SWIFT_CLASSNOTLOADED);
|
|---|
| 698 |
|
|---|
| 699 | return false;
|
|---|
| 700 | }
|
|---|
| 701 |
|
|---|
| 702 | $_parsedContents = '';
|
|---|
| 703 |
|
|---|
| 704 | // Staff Creator?
|
|---|
| 705 | if ($this->GetProperty('creator') == SWIFT_Ticket::CREATOR_STAFF) {
|
|---|
| 706 | $_parsedContents = self::GetParsedContents($this->GetProperty('contents'), $this->Settings->Get('t_ochtml'), intval($this->GetProperty('ishtml')));
|
|---|
| 707 | if ($this->GetProperty('ishtml') == '0' || $this->Settings->Get('t_chtml') == 'strip' || $this->Settings->Get('t_chtml') == 'entities') {
|
|---|
| 708 | $_parsedContents = nl2br($_parsedContents);
|
|---|
| 709 |
|
|---|
| 710 | }
|
|---|
| 711 |
|
|---|
| 712 | // Client Creator?
|
|---|
| 713 | } else {
|
|---|
| 714 | $_parsedContents = self::GetParsedContents($this->GetProperty('contents'), $this->Settings->Get('t_chtml'), intval($this->GetProperty('ishtml')));
|
|---|
| 715 | if ($this->GetProperty('ishtml') == '0' || $this->Settings->Get('t_chtml') == 'strip' || $this->Settings->Get('t_chtml') == 'entities') {
|
|---|
| 716 | $_parsedContents = nl2br($_parsedContents);
|
|---|
| 717 |
|
|---|
| 718 | }
|
|---|
| 719 | }
|
|---|
| 720 |
|
|---|
| 721 | // Always strip javascript out of the contents.. ALWAYS!
|
|---|
| 722 | $_parsedContents = strip_javascript($_parsedContents);
|
|---|
| 723 |
|
|---|
| 724 | return $_parsedContents;
|
|---|
| 725 | }
|
|---|
| 726 |
|
|---|
| 727 |
|
|---|
| 728 | /**
|
|---|
| 729 | * Retrieve the parsed contents
|
|---|
| 730 | *
|
|---|
| 731 | * @author Varun Shoor
|
|---|
| 732 | * @param string $_contents The Contents to Parse
|
|---|
| 733 | * @param string $_settingValue The Setting Value
|
|---|
| 734 | * @param bool $_isContentHTML
|
|---|
| 735 | * @param string $_overrideAllowableTags (OPTIONAL)
|
|---|
| 736 | * @return bool "true" on Success, "false" otherwise
|
|---|
| 737 | * @throws SWIFT_Exception If Invalid Data is Provided
|
|---|
| 738 | */
|
|---|
| 739 | static public function GetParsedContents($_contents, $_settingValue, $_isContentHTML = false, $_overrideAllowableTags = false) {
|
|---|
| 740 | $_SWIFT = SWIFT::GetInstance();
|
|---|
| 741 |
|
|---|
| 742 | $_SWIFT_StringHTMLToTextObject = new SWIFT_StringHTMLToText();
|
|---|
| 743 |
|
|---|
| 744 | /*
|
|---|
| 745 | * BUG FIX - Varun Shoor
|
|---|
| 746 | *
|
|---|
| 747 | * SWIFT-1826 Replies that contain the code <base href="x-msg://27/"> , does not allow ticket tabs to work properly
|
|---|
| 748 | *
|
|---|
| 749 | * Comments: Cleanup base tags
|
|---|
| 750 | */
|
|---|
| 751 | $_searchBase = array('@<base[^>]*?>@si');
|
|---|
| 752 | $_contents = preg_replace($_searchBase, '', $_contents);
|
|---|
| 753 |
|
|---|
| 754 |
|
|---|
| 755 | // SWIFT-393 - If no HTML is present, no need to strip.
|
|---|
| 756 | if (!preg_match("/([\<])([^\>]{1,})*([\>])/i", $_contents))
|
|---|
| 757 | {
|
|---|
| 758 | $_settingValue = 'entities';
|
|---|
| 759 | }
|
|---|
| 760 |
|
|---|
| 761 | /*
|
|---|
| 762 | * BUG FIX - Varun Shoor
|
|---|
| 763 | *
|
|---|
| 764 | * SWIFT-1377 Any text between angular brackets is stripped even if it arrives in text part of email.
|
|---|
| 765 | * SWIFT-1752 Encoded entities appearing in ticket posts
|
|---|
| 766 | *
|
|---|
| 767 | * Comments: If we dont find the base HTML tags and the mode is set to strip, then we force it to use entities. This prevents any false tag cleanup from the system.
|
|---|
| 768 | */
|
|---|
| 769 | if ($_settingValue == 'strip' && !preg_match("/<(\s+)?(div|p|span|br)([\s]+(.*)|[\s]*\/)?(\s+)?>/i", $_contents) && $_SWIFT->Interface->GetInterface() != SWIFT_Interface::INTERFACE_STAFFAPI) {
|
|---|
| 770 | $_settingValue = 'entities';
|
|---|
| 771 | }
|
|---|
| 772 |
|
|---|
| 773 | switch ($_settingValue) {
|
|---|
| 774 | case 'entities':
|
|---|
| 775 | // If its HTML, try to convert to readable text first
|
|---|
| 776 | if ($_isContentHTML) {
|
|---|
| 777 | $_contents = $_SWIFT_StringHTMLToTextObject->Convert($_contents);
|
|---|
| 778 | }
|
|---|
| 779 |
|
|---|
| 780 | return AutoLink(htmlspecialchars($_contents));
|
|---|
| 781 | break;
|
|---|
| 782 |
|
|---|
| 783 | case 'htmlpurifier':
|
|---|
| 784 | {
|
|---|
| 785 | return $_contents;
|
|---|
| 786 |
|
|---|
| 787 | $_SWIFT_HTMLPurifierObject = $_SWIFT->HTMLPurifier;
|
|---|
| 788 | if (!$_SWIFT->HTMLPurifier instanceof SWIFT_HTMLPurifier) {
|
|---|
| 789 | $_SWIFT_HTMLPurifierObject = new SWIFT_HTMLPurifier();
|
|---|
| 790 | $_SWIFT->SetClass('HTMLPurifier', $_SWIFT_HTMLPurifierObject);
|
|---|
| 791 | }
|
|---|
| 792 |
|
|---|
| 793 | return $_SWIFT_HTMLPurifierObject->Purify($_contents);
|
|---|
| 794 | }
|
|---|
| 795 |
|
|---|
| 796 | case 'html':
|
|---|
| 797 | /*
|
|---|
| 798 | * BUG FIX - Varun Shoor
|
|---|
| 799 | *
|
|---|
| 800 | * SWIFT-1780 In case of No processing, style tag should be removed from the contents
|
|---|
| 801 | *
|
|---|
| 802 | * Comments: Strip style tags completely
|
|---|
| 803 | */
|
|---|
| 804 | /*
|
|---|
| 805 | * BUG FIX - Parminder Singh
|
|---|
| 806 | *
|
|---|
| 807 | * SWIFT-2162: Extra line spaces are showing in ticket post, if we send an email from outlook
|
|---|
| 808 | *
|
|---|
| 809 | */
|
|---|
| 810 | /*$_search = array('@<style[^>]*?>.*?</style>@si');
|
|---|
| 811 | $_contents = preg_replace($_search, '', $_contents);*/
|
|---|
| 812 | return $_contents;
|
|---|
| 813 |
|
|---|
| 814 | case 'strip':
|
|---|
| 815 | {
|
|---|
| 816 | $_preAllowableTags = $_allowableTags = $_allowableTagsAttributes = '';
|
|---|
| 817 |
|
|---|
| 818 | if ($_SWIFT->Settings->Get('t_allowhtml') == '1') {
|
|---|
| 819 | $_preAllowableTags = $_SWIFT->Settings->Get('t_allowableadvtags');
|
|---|
| 820 | $_allowableTagsAttributes = $_SWIFT->Settings->Get('t_allowableadvtagsattributes');
|
|---|
| 821 | }
|
|---|
| 822 |
|
|---|
| 823 | if ($_overrideAllowableTags !== false) {
|
|---|
| 824 | $_preAllowableTags = $_overrideAllowableTags;
|
|---|
| 825 | }
|
|---|
| 826 |
|
|---|
| 827 | if (strstr($_preAllowableTags, ',')) {
|
|---|
| 828 | $_tagsContainer = explode(',', $_preAllowableTags);
|
|---|
| 829 | foreach ($_tagsContainer as $_tagName) {
|
|---|
| 830 | $_allowableTags .= '<' . Clean(trim($_tagName)) . '>';
|
|---|
| 831 | }
|
|---|
| 832 | } else if (!empty($_preAllowableTags)) {
|
|---|
| 833 | $_allowableTags = '<' . Clean($_preAllowableTags) . '>';
|
|---|
| 834 | }
|
|---|
| 835 |
|
|---|
| 836 | /*
|
|---|
| 837 | * BUG FIX - Varun Shoor
|
|---|
| 838 | *
|
|---|
| 839 | * SWIFT-1472 In case of strip tags, <style> tag does not process correctly.
|
|---|
| 840 | *
|
|---|
| 841 | * Comments: None
|
|---|
| 842 | */
|
|---|
| 843 | if (!strstr($_allowableTags, '<style>')) {
|
|---|
| 844 | // Strip style tags properly
|
|---|
| 845 | $_search = array('@<style[^>]*?>.*?</style>@si');
|
|---|
| 846 | $_contents = preg_replace($_search, '', $_contents);
|
|---|
| 847 | }
|
|---|
| 848 |
|
|---|
| 849 | /*
|
|---|
| 850 | * BUG FIX - Varun Shoor
|
|---|
| 851 | *
|
|---|
| 852 | * SWIFT-1473 Software does not process <br/> and <br /> tags, in case of strip tags.
|
|---|
| 853 | *
|
|---|
| 854 | * Comments: None
|
|---|
| 855 | */
|
|---|
| 856 | $_contents = preg_replace('/<(\s+)?br(\s+)?(\/)?>/i', '<br>', $_contents);
|
|---|
| 857 |
|
|---|
| 858 | // strip_tags() appears to become nauseated at the site of a <!DOCTYPE> declaration (Ref: http://php.net/manual/en/function.strip-tags.php)
|
|---|
| 859 | $_contents = str_replace('<!DOCTYPE', '<DOCTYPE', $_contents);
|
|---|
| 860 |
|
|---|
| 861 | /*
|
|---|
| 862 | * BUG FIX - Varun Shoor
|
|---|
| 863 | *
|
|---|
| 864 | * SWIFT-1674 Replies/Tickets from Outlook render with an abnormal amount of line spaces and broken HTML tags
|
|---|
| 865 | *
|
|---|
| 866 | * Comments: None
|
|---|
| 867 | */
|
|---|
| 868 | return preg_replace('/\n{2,}/', "\n\n", strip_tags_attributes($_contents, $_allowableTags, $_allowableTagsAttributes));
|
|---|
| 869 | }
|
|---|
| 870 |
|
|---|
| 871 | default:
|
|---|
| 872 | break;
|
|---|
| 873 | }
|
|---|
| 874 |
|
|---|
| 875 | return false;
|
|---|
| 876 | }
|
|---|
| 877 |
|
|---|
| 878 | /**
|
|---|
| 879 | * Delete the Ticket Post record
|
|---|
| 880 | *
|
|---|
| 881 | * @author Varun Shoor
|
|---|
| 882 | * @return bool "true" on Success, "false" otherwise
|
|---|
| 883 | * @throws SWIFT_Ticket_Exception If the Class is not Loaded
|
|---|
| 884 | */
|
|---|
| 885 | public function Delete()
|
|---|
| 886 | {
|
|---|
| 887 | if (!$this->GetIsClassLoaded())
|
|---|
| 888 | {
|
|---|
| 889 | throw new SWIFT_Ticket_Exception(SWIFT_CLASSNOTLOADED);
|
|---|
| 890 |
|
|---|
| 891 | return false;
|
|---|
| 892 | }
|
|---|
| 893 |
|
|---|
| 894 | self::DeleteList(array($this->GetTicketPostID()));
|
|---|
| 895 |
|
|---|
| 896 | $this->SetIsClassLoaded(false);
|
|---|
| 897 |
|
|---|
| 898 | return true;
|
|---|
| 899 | }
|
|---|
| 900 |
|
|---|
| 901 | /**
|
|---|
| 902 | * Delete a list of Ticket Posts
|
|---|
| 903 | *
|
|---|
| 904 | * @author Varun Shoor
|
|---|
| 905 | * @param array $_ticketPostIDList The Ticket Post ID List
|
|---|
| 906 | * @return bool "true" on Success, "false" otherwise
|
|---|
| 907 | */
|
|---|
| 908 | static public function DeleteList($_ticketPostIDList)
|
|---|
| 909 | {
|
|---|
| 910 | $_SWIFT = SWIFT::GetInstance();
|
|---|
| 911 |
|
|---|
| 912 | if (!_is_array($_ticketPostIDList))
|
|---|
| 913 | {
|
|---|
| 914 | return false;
|
|---|
| 915 | }
|
|---|
| 916 |
|
|---|
| 917 | $_finalTicketPostIDList = array();
|
|---|
| 918 | $_SWIFT->Database->Query("SELECT ticketpostid FROM " . TABLE_PREFIX . "ticketposts WHERE ticketpostid IN (" . BuildIN($_ticketPostIDList) .
|
|---|
| 919 | ")");
|
|---|
| 920 | while ($_SWIFT->Database->NextRecord())
|
|---|
| 921 | {
|
|---|
| 922 | $_finalTicketPostIDList[] = intval($_SWIFT->Database->Record['ticketpostid']);
|
|---|
| 923 | }
|
|---|
| 924 |
|
|---|
| 925 | if (!count($_finalTicketPostIDList))
|
|---|
| 926 | {
|
|---|
| 927 | return false;
|
|---|
| 928 | }
|
|---|
| 929 |
|
|---|
| 930 | $_SWIFT->Database->Query("DELETE FROM " . TABLE_PREFIX . "ticketposts WHERE ticketpostid IN (" . BuildIN($_finalTicketPostIDList) . ")");
|
|---|
| 931 |
|
|---|
| 932 | // Clear Attachments
|
|---|
| 933 | SWIFT_Attachment::DeleteOnTicketPost($_finalTicketPostIDList);
|
|---|
| 934 |
|
|---|
| 935 | // Clear Notes
|
|---|
| 936 | SWIFT_TicketPostNote::DeleteOnTicketPost($_finalTicketPostIDList);
|
|---|
| 937 |
|
|---|
| 938 | return true;
|
|---|
| 939 | }
|
|---|
| 940 |
|
|---|
| 941 | /**
|
|---|
| 942 | * Delete list of ticket posts based on list of ticket ids
|
|---|
| 943 | *
|
|---|
| 944 | * @author Varun Shoor
|
|---|
| 945 | * @param array $_ticketIDList The Ticket ID List
|
|---|
| 946 | * @return bool "true" on Success, "false" otherwise
|
|---|
| 947 | */
|
|---|
| 948 | static public function DeleteOnTicket($_ticketIDList)
|
|---|
| 949 | {
|
|---|
| 950 | $_SWIFT = SWIFT::GetInstance();
|
|---|
| 951 |
|
|---|
| 952 | if (!_is_array($_ticketIDList))
|
|---|
| 953 | {
|
|---|
| 954 | return false;
|
|---|
| 955 | }
|
|---|
| 956 |
|
|---|
| 957 | $_ticketPostIDList = array();
|
|---|
| 958 | $_SWIFT->Database->Query("SELECT ticketpostid FROM " . TABLE_PREFIX . "ticketposts WHERE ticketid IN (" . BuildIN($_ticketIDList) . ")");
|
|---|
| 959 | while ($_SWIFT->Database->NextRecord())
|
|---|
| 960 | {
|
|---|
| 961 | $_ticketPostIDList[] = intval($_SWIFT->Database->Record['ticketpostid']);
|
|---|
| 962 | }
|
|---|
| 963 |
|
|---|
| 964 | if (!count($_ticketPostIDList))
|
|---|
| 965 | {
|
|---|
| 966 | return false;
|
|---|
| 967 | }
|
|---|
| 968 |
|
|---|
| 969 | // Search engine index
|
|---|
| 970 | //
|
|---|
| 971 | // We're nuking all of these ticket posts, based on ticket IDs.
|
|---|
| 972 | // In the search index, tickets are objects and ticket posts are sub-objects.
|
|---|
| 973 | // So, what we do is delete all of the objects (tickets) and the posts go with them.
|
|---|
| 974 | // No other data about tickets is stored in the index
|
|---|
| 975 | $eng = new SWIFT_SearchEngine();
|
|---|
| 976 | $eng->DeleteList($_ticketIDList, SWIFT_SearchEngine::TYPE_TICKET);
|
|---|
| 977 |
|
|---|
| 978 | self::DeleteList($_ticketPostIDList);
|
|---|
| 979 |
|
|---|
| 980 | return true;
|
|---|
| 981 | }
|
|---|
| 982 |
|
|---|
| 983 | /**
|
|---|
| 984 | * Replace the current ticket id all tickets with the new one
|
|---|
| 985 | *
|
|---|
| 986 | * @author Varun Shoor
|
|---|
| 987 | * @param array $_ticketIDList The Old Ticket ID List
|
|---|
| 988 | * @param SWIFT_Ticket $_SWIFT_ParentTicketObject The Parent Ticket Object
|
|---|
| 989 | * @return bool "true" on Success, "false" otherwise
|
|---|
| 990 | * @throws SWIFT_Exception If Invalid Data is Provided
|
|---|
| 991 | */
|
|---|
| 992 | static public function ReplaceTicket($_ticketIDList, SWIFT_Ticket $_SWIFT_ParentTicketObject) {
|
|---|
| 993 | $_SWIFT = SWIFT::GetInstance();
|
|---|
| 994 |
|
|---|
| 995 | if (!$_SWIFT_ParentTicketObject instanceof SWIFT_Ticket || !$_SWIFT_ParentTicketObject->GetIsClassLoaded()) {
|
|---|
| 996 | throw new SWIFT_Exception(SWIFT_INVALIDDATA);
|
|---|
| 997 | }
|
|---|
| 998 |
|
|---|
| 999 | if (!_is_array($_ticketIDList)) {
|
|---|
| 1000 | return false;
|
|---|
| 1001 | }
|
|---|
| 1002 |
|
|---|
| 1003 | $_SWIFT->Database->AutoExecute(TABLE_PREFIX . 'ticketposts', array('ticketid' => intval($_SWIFT_ParentTicketObject->GetTicketID())), 'UPDATE', "ticketid IN (" . BuildIN($_ticketIDList) . ")");
|
|---|
| 1004 |
|
|---|
| 1005 | return true;
|
|---|
| 1006 | }
|
|---|
| 1007 |
|
|---|
| 1008 | /**
|
|---|
| 1009 | * Retrieve the processed HTML & Text Contents
|
|---|
| 1010 | *
|
|---|
| 1011 | * @author Varun Shoor
|
|---|
| 1012 | * @param string $_contents The Real Contents
|
|---|
| 1013 | * @param bool $_isHTML Whether the content is HTML
|
|---|
| 1014 | * @return array array(text contents, html contents)
|
|---|
| 1015 | * @throws SWIFT_Exception If Invalid Data is Provided
|
|---|
| 1016 | */
|
|---|
| 1017 | static public function RetrieveProcessedContent($_contents, $_isHTML)
|
|---|
| 1018 | {
|
|---|
| 1019 | $_textContents = $_htmlContents = '';
|
|---|
| 1020 |
|
|---|
| 1021 | if ($_isHTML == true)
|
|---|
| 1022 | {
|
|---|
| 1023 | $_textContents = strip_tags(br2nl($_contents));
|
|---|
| 1024 | $_htmlContents = $_contents;
|
|---|
| 1025 | } else {
|
|---|
| 1026 | $_textContents = $_contents;
|
|---|
| 1027 | $_htmlContents = nl2br(htmlspecialchars($_contents));
|
|---|
| 1028 | }
|
|---|
| 1029 |
|
|---|
| 1030 | return array($_textContents, $_htmlContents);
|
|---|
| 1031 | }
|
|---|
| 1032 |
|
|---|
| 1033 | /**
|
|---|
| 1034 | * Retrieve contents for quote dispatch
|
|---|
| 1035 | *
|
|---|
| 1036 | * @author Varun Shoor
|
|---|
| 1037 | * @return string The Quote Contents
|
|---|
| 1038 | * @throws SWIFT_Exception If the Class is not Loaded
|
|---|
| 1039 | */
|
|---|
| 1040 | public function GetQuoteContents()
|
|---|
| 1041 | {
|
|---|
| 1042 | if (!$this->GetIsClassLoaded())
|
|---|
| 1043 | {
|
|---|
| 1044 | throw new SWIFT_Exception(SWIFT_CLASSNOTLOADED);
|
|---|
| 1045 |
|
|---|
| 1046 | return false;
|
|---|
| 1047 | }
|
|---|
| 1048 |
|
|---|
| 1049 | $_SWIFT_StringHTMLToTextObject = new SWIFT_StringHTMLToText();
|
|---|
| 1050 |
|
|---|
| 1051 | /*
|
|---|
| 1052 | * BUG FIX - Varun Shoor
|
|---|
| 1053 | *
|
|---|
| 1054 | * SWIFT-1499 Quote button removes the line breakes while we quote the ticket post in staff CP
|
|---|
| 1055 | *
|
|---|
| 1056 | */
|
|---|
| 1057 | $_finalContents = $_SWIFT_StringHTMLToTextObject->Convert(preg_replace("#(\r\n|\r|\n)#s", "<br>", $this->GetProperty('contents')), false);
|
|---|
| 1058 |
|
|---|
| 1059 | $_finalContentsContainer = explode(SWIFT_CRLF, $_finalContents);
|
|---|
| 1060 |
|
|---|
| 1061 | $_dispatchContents = '';
|
|---|
| 1062 | foreach ($_finalContentsContainer as $_line)
|
|---|
| 1063 | {
|
|---|
| 1064 | $_dispatchContents .= ' > ' . $_line . SWIFT_CRLF;
|
|---|
| 1065 | }
|
|---|
| 1066 |
|
|---|
| 1067 | return $_dispatchContents;
|
|---|
| 1068 | }
|
|---|
| 1069 |
|
|---|
| 1070 | /**
|
|---|
| 1071 | * Retrieve the total ticket post count
|
|---|
| 1072 | *
|
|---|
| 1073 | * @author Varun Shoor
|
|---|
| 1074 | * @return int The Total Ticket Post Count
|
|---|
| 1075 | */
|
|---|
| 1076 | static public function GetPostCount()
|
|---|
| 1077 | {
|
|---|
| 1078 | $_SWIFT = SWIFT::GetInstance();
|
|---|
| 1079 |
|
|---|
| 1080 | $_ticketPostCount = $_SWIFT->Database->QueryFetch("SELECT COUNT(*) AS totalitems FROM " . TABLE_PREFIX . "ticketposts");
|
|---|
| 1081 | if (isset($_ticketPostCount['totalitems']))
|
|---|
| 1082 | {
|
|---|
| 1083 | return intval($_ticketPostCount['totalitems']);
|
|---|
| 1084 | }
|
|---|
| 1085 |
|
|---|
| 1086 | return 0;
|
|---|
| 1087 | }
|
|---|
| 1088 |
|
|---|
| 1089 | /**
|
|---|
| 1090 | * Update the Full Name and Email on Ticket & User ID
|
|---|
| 1091 | *
|
|---|
| 1092 | * @author Varun Shoor
|
|---|
| 1093 | * @param int $_ticketID
|
|---|
| 1094 | * @param int $_existingUserID
|
|---|
| 1095 | * @param int $_newUserID
|
|---|
| 1096 | * @param int $_newFullName
|
|---|
| 1097 | * @param int $_newEmail
|
|---|
| 1098 | * @return bool "true" on Success, "false" otherwise
|
|---|
| 1099 | * @throws SWIFT_Exception If Invalid Data is Provided
|
|---|
| 1100 | */
|
|---|
| 1101 | static public function UpdateFullnameAndEmailOnTicketUser($_ticketID, $_existingUserID, $_newUserID, $_newFullName, $_newEmail)
|
|---|
| 1102 | {
|
|---|
| 1103 | $_SWIFT = SWIFT::GetInstance();
|
|---|
| 1104 |
|
|---|
| 1105 | if (empty($_ticketID)) {
|
|---|
| 1106 | throw new SWIFT_Exception(SWIFT_INVALIDDATA);
|
|---|
| 1107 | }
|
|---|
| 1108 |
|
|---|
| 1109 | $_SWIFT->Database->AutoExecute(TABLE_PREFIX . 'ticketposts', array('userid' => intval($_newUserID), 'fullname' => $_newFullName, 'email' => $_newEmail), 'UPDATE', "ticketid = '" . intval($_ticketID) . "' AND userid = '" . intval($_existingUserID) . "'");
|
|---|
| 1110 |
|
|---|
| 1111 | return true;
|
|---|
| 1112 | }
|
|---|
| 1113 |
|
|---|
| 1114 | /**
|
|---|
| 1115 | * Update has attachments property of ticket post
|
|---|
| 1116 | *
|
|---|
| 1117 | * @author Ruchi Kothari
|
|---|
| 1118 | * @param int $_hasAttachments Has Attachment Value(0 or 1)
|
|---|
| 1119 | * @return bool "true" on Success, "false" otherwise
|
|---|
| 1120 | * @throws SWIFT_Exception If the Class is not Loaded
|
|---|
| 1121 | */
|
|---|
| 1122 | public function UpdateHasAttachments($_hasAttachments)
|
|---|
| 1123 | {
|
|---|
| 1124 | if (!$this->GetIsClassLoaded()) {
|
|---|
| 1125 | throw new SWIFT_Exception(__CLASS__ . ': ' . SWIFT_CLASSNOTLOADED);
|
|---|
| 1126 | }
|
|---|
| 1127 |
|
|---|
| 1128 | $this->UpdatePool('hasattachments', intval($_hasAttachments));
|
|---|
| 1129 | $this->ProcessUpdatePool();
|
|---|
| 1130 |
|
|---|
| 1131 | return true;
|
|---|
| 1132 | }
|
|---|
| 1133 |
|
|---|
| 1134 | }
|
|---|
| 1135 | ?> |
|---|