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<?php
/*+***********************************************************************************
* The contents of this file are subject to the vtiger CRM Public License Version 1.0
* ("License"); You may not use this file except in compliance with the License
* The Original Code is: vtiger CRM Open Source
* The Initial Developer of the Original Code is vtiger.
* Portions created by vtiger are Copyright (C) vtiger.
* All Rights Reserved.
*************************************************************************************/
require_once 'modules/Emails/mail.php';
class HelpDeskHandler extends VTEventHandler {
function handleEvent($eventName, $entityData) {
global $log, $adb;
if($eventName == 'vtiger.entity.aftersave.final') {
$moduleName = $entityData->getModuleName();
if ($moduleName == 'HelpDesk') {
$ticketId = $entityData->getId();
$adb->pquery('UPDATE vtiger_ticketcf SET from_portal=0 WHERE ticketid=?', array($ticketId));
}
}
}
}
function HelpDesk_nofifyOnPortalTicketCreation($entityData) {
global $HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID;
$adb = PearDatabase::getInstance();
$moduleName = $entityData->getModuleName();
$wsId = $entityData->getId();
$parts = explode('x', $wsId);
$entityId = $parts[1];
$ownerIdInfo = getRecordOwnerId($entityId);
if(!empty($ownerIdInfo['Users'])) {
$ownerId = $ownerIdInfo['Users'];
$to_email = getUserEmailId('id',$ownerId);
}
if(!empty($ownerIdInfo['Groups'])) {
$ownerId = $ownerIdInfo['Groups'];
$to_email = implode(',', getDefaultAssigneeEmailIds($ownerId));
}
$wsParentId = $entityData->get('contact_id');
$parentIdParts = explode('x', $wsParentId);
$parentId = $parentIdParts[1];
$subject = '[From Portal] ' .$entityData->get('ticket_no'). " [ Ticket Id : $entityId ] " .$entityData->get('ticket_title');
$contents = ' Ticket No : '.$entityData->get('ticket_no'). '<br> Ticket ID : '.$entityId.'<br> Ticket Title : '.
$entityData->get('ticket_title').'<br><br>'.$entityData->get('description');
//get the contact email id who creates the ticket from portal and use this email as from email id in email
$result = $adb->pquery("SELECT email, concat (firstname,' ',lastname) as name FROM vtiger_contactdetails WHERE contactid=?", array($parentId));
$contact_email = $adb->query_result($result,0,'email');
$name = $adb->query_result($result, 0, 'name');
$from_email = $contact_email;
//send mail to assigned to user
$mail_status = send_mail('HelpDesk',$to_email,$name,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$contents);
//send mail to the customer(contact who creates the ticket from portal)
$mail_status = send_mail('Contacts',$contact_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$contents);
}
function HelpDesk_notifyOnPortalTicketComment($entityData) {
$adb = PearDatabase::getInstance();
$moduleName = $entityData->getModuleName();
$wsId = $entityData->getId();
$parts = explode('x', $wsId);
$entityId = $parts[1];
$ownerIdInfo = getRecordOwnerId($entityId);
if(!empty($ownerIdInfo['Users'])) {
$ownerId = $ownerIdInfo['Users'];
$ownerName = getOwnerName($ownerId);
$to_email = getUserEmailId('id',$ownerId);
}
if(!empty($ownerIdInfo['Groups'])) {
$ownerId = $ownerIdInfo['Groups'];
$groupInfo = getGroupName($ownerId);
$ownerName = $groupInfo[0];
$to_email = implode(',', getDefaultAssigneeEmailIds($ownerId));
}
$wsParentId = $entityData->get('contact_id');
$parentIdParts = explode('x', $wsParentId);
$parentId = $parentIdParts[1];
$entityDelta = new VTEntityDelta();
$oldComments = $entityDelta->getOldValue($entityData->getModuleName(), $entityId, 'comments');
$newComments = $entityDelta->getCurrentValue($entityData->getModuleName(), $entityId, 'comments');
$commentDiff = str_replace($oldComments, '', $newComments);
$latestComment = strip_tags($commentDiff);
//send mail to the assigned to user when customer add comment
$subject = getTranslatedString('LBL_RESPONSE_TO_TICKET_NUMBER', $moduleName). ' : ' .$entityData->get('ticket_no'). ' ' .getTranslatedString('LBL_CUSTOMER_PORTAL', $moduleName);
$contents = getTranslatedString('Dear', $moduleName)." ".$ownerName.","."<br><br>"
.getTranslatedString('LBL_CUSTOMER_COMMENTS', $moduleName)."<br><br>
<b>".$latestComment."</b><br><br>"
.getTranslatedString('LBL_RESPOND', $moduleName)."<br><br>"
.getTranslatedString('LBL_REGARDS', $moduleName)."<br>"
.getTranslatedString('LBL_SUPPORT_ADMIN', $moduleName);
//get the contact email id who creates the ticket from portal and use this email as from email id in email
$result = $adb->pquery("SELECT lastname, firstname, email FROM vtiger_contactdetails WHERE contactid=?", array($parentId));
$customername = $adb->query_result($result,0,'firstname').' '.$adb->query_result($result,0,'lastname');
$customername = decode_html($customername);//Fix to display the original UTF-8 characters in sendername instead of ascii characters
$from_email = $adb->query_result($result,0,'email');
send_mail('HelpDesk',$to_email,'',$from_email,$subject,$contents);
}
function HelpDesk_notifyParentOnTicketChange($entityData) {
global $HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID;
$adb = PearDatabase::getInstance();
$moduleName = $entityData->getModuleName();
$wsId = $entityData->getId();
$parts = explode('x', $wsId);
$entityId = $parts[1];
$isNew = $entityData->isNew();
if(!$isNew) {
$reply = 'Re : ';
} else {
$reply = '';
}
$subject = $entityData->get('ticket_no') . " [ Ticket Id : $entityId ] " . $reply . $entityData->get('ticket_title');
$emailoptout = 0;
$wsContactId = $entityData->get('contact_id');
$contactId = explode('x', $wsContactId);
$wsAccountId = $entityData->get('parent_id');
$accountId = explode('x', $wsAccountId);
//To get the emailoptout vtiger_field value and then decide whether send mail about the tickets or not
if(!empty($contactId[0])) {
$result = $adb->pquery('SELECT email, emailoptout, lastname, firstname FROM vtiger_contactdetails WHERE
contactid=?', array($contactId[1]));
$emailoptout = $adb->query_result($result,0,'emailoptout');
$parent_email = $contact_mailid = $adb->query_result($result,0,'email');
$parentname = $adb->query_result($result,0,'firstname').' '.$adb->query_result($result,0,'firstname');
//Get the status of the vtiger_portal user. if the customer is active then send the vtiger_portal link in the mail
if($parent_email != '') {
$sql = "SELECT * FROM vtiger_portalinfo WHERE user_name=?";
$isPortalUser = $adb->query_result($adb->pquery($sql, array($contact_mailid)),0,'isactive');
}
} elseif(!empty($accountId[0])) {
$result = $adb->pquery("SELECT accountname, emailoptout, email1 FROM vtiger_account WHERE accountid=?",
array($accountId[1]));
$emailoptout = $adb->query_result($result,0,'emailoptout');
$parent_email = $adb->query_result($result,0,'email1');
$parentname = $adb->query_result($result,0,'accountname');
}
//added condition to check the emailoptout(this is for contacts and vtiger_accounts.)
if($emailoptout == 0) {
if($isPortalUser == 1) {
$email_body = HelpDesk::getTicketEmailContents($entityData);
} else {
$email_body = HelpDesk::getTicketEmailContents($entityData);
}
if($isNew) {
send_mail('HelpDesk',$parent_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
} else {
$entityDelta = new VTEntityDelta();
$statusHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'ticketstatus');
$solutionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'solution');
$descriptionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'description');
if(($statusHasChanged && $entityData->get('ticketstatus') == "Closed") || $solutionHasChanged || $descriptionHasChanged) {
send_mail('HelpDesk',$parent_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
}
}
}
}
function HelpDesk_notifyOwnerOnTicketChange($entityData) {
global $HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID;
$moduleName = $entityData->getModuleName();
$wsId = $entityData->getId();
$parts = explode('x', $wsId);
$entityId = $parts[1];
$isNew = $entityData->isNew();
if(!$isNew) {
$reply = 'Re : ';
} else {
$reply = '';
}
$subject = getTranslatedString('LBL_TICKET_NUMBER', $moduleName). ' : ' .$entityData->get('ticket_no'). ' ' .$reply.$entityData->get('ticket_title');
$email_body = HelpDesk::getTicketEmailContents($entityData, true);
if(PerformancePrefs::getBoolean('NOTIFY_OWNER_EMAILS', true) === true){
//send mail to the assigned to user and the parent to whom this ticket is assigned
require_once('modules/Emails/mail.php');
$wsAssignedUserId = $entityData->get('assigned_user_id');
$userIdParts = explode('x', $wsAssignedUserId);
$ownerId = $userIdParts[1];
$ownerType = vtws_getOwnerType($ownerId);
if($ownerType == 'Users') {
$to_email = getUserEmailId('id',$ownerId);
}
if($ownerType == 'Groups') {
$to_email = implode(',', getDefaultAssigneeEmailIds($ownerId));
}
if($to_email != '') {
if($isNew) {
$mail_status = send_mail('HelpDesk',$to_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
} else {
$entityDelta = new VTEntityDelta();
$statusHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'ticketstatus');
$solutionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'solution');
$ownerHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'assigned_user_id');
$descriptionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'description');
if(($statusHasChanged && $entityData->get('ticketstatus') == "Closed") || $solutionHasChanged || $ownerHasChanged || $descriptionHasChanged) {
$mail_status = send_mail('HelpDesk',$to_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
}
}
$mail_status_str = $to_email."=".$mail_status."&&&";
} else {
$mail_status_str = "'".$to_email."'=0&&&";
}
if ($mail_status != '') {
$mail_error_status = getMailErrorString($mail_status_str);
}
}
}
?>