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