<?php
/*********************************************************************
    class.ticket.php

    The most important class! Don't play with fire please.

    Peter Rotich <peter@osticket.com>
    Copyright (c)  2006-2013 osTicket
    http://www.osticket.com

    Released under the GNU General Public License WITHOUT ANY WARRANTY.
    See LICENSE.TXT for details.

    vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
include_once(INCLUDE_DIR.'class.thread.php');
include_once(INCLUDE_DIR.'class.staff.php');
include_once(INCLUDE_DIR.'class.client.php');
include_once(INCLUDE_DIR.'class.team.php');
include_once(INCLUDE_DIR.'class.email.php');
include_once(INCLUDE_DIR.'class.dept.php');
include_once(INCLUDE_DIR.'class.topic.php');
include_once(INCLUDE_DIR.'class.lock.php');
include_once(INCLUDE_DIR.'class.file.php');
include_once(INCLUDE_DIR.'class.attachment.php');
include_once(INCLUDE_DIR.'class.banlist.php');
include_once(INCLUDE_DIR.'class.template.php');
include_once(INCLUDE_DIR.'class.variable.php');
include_once(INCLUDE_DIR.'class.priority.php');
include_once(INCLUDE_DIR.'class.sla.php');
include_once(INCLUDE_DIR.'class.canned.php');
require_once(INCLUDE_DIR.'class.dynamic_forms.php');
require_once(INCLUDE_DIR.'class.user.php');

class Ticket {

    var $id;
    var $number;

    var $ht;

    var $lastMsgId;

    var $dept;  //Dept obj
    var $sla;   // SLA obj
    var $staff; //Staff obj
    var $client; //Client Obj
    var $team;  //Team obj
    var $topic; //Topic obj
    var $tlock; //TicketLock obj

    var $thread; //Thread obj.

    function Ticket($id) {
        $this->id = 0;
        $this->load($id);
    }

function setTicketStatus($statusID, $created){
$status_val = (int) $statusID; // only allowed to use int
$sql = "SELECT e.id, v.value_id FROM ost_form_entry e INNER JOIN ost_form_entry_values v ON
v.entry_id=e.id WHERE e.object_id=" .
db_input($this->getId()) . " AND e.object_type='T' AND v.field_id='16'";
if(($res=db_query($sq
l)) && db_num_rows($res)) {
list($entry_id, $item_value)=db_fetch_row($res);
}
if(!$created || is_null($item_value)){
$item_value = $this->getStatusName($statusID);
$sql = "UPDATE ost_form_entry_values SET value='" . $item_value . "', value_id='" . $statusID . "'
WHERE field_id='16' AND entry_id='" . $entry_id . "'";
$res = db_query($sql);
}
}
function getStatusName($status){
$sql = "SELECT value FROM ost_list_items WHERE id="
. $status;
if(($res=db_query($sql)) && db_num_rows($res)) {
list($item_value)=db_fetch_row($res);
}
return $item_value;
}
function getTicketStatuses(){
$count = 0;
$sql = "SELECT id, value FROM ost_list_items WHERE list_id=4 ORDER BY value ASC";
if(($res=db_query($sql)) && db_num_rows($res)) {
echo "[" . db_num_rows($res) . "]";
while(list($id, $value)=db_fetch_row($res)) {
echo "<option value='" . $id . "'>" . $value . "</option>";
}
}
}

    function load($id=0) {

        if(!$id && !($id=$this->getId()))
            return false;

        $sql='SELECT  ticket.*, lock_id, dept_name '
            .' ,IF(sla.id IS NULL, NULL, DATE_ADD(ticket.created, INTERVAL sla.grace_period HOUR)) as sla_duedate '
            .' ,count(attach.attach_id) as attachments '
            .' FROM '.TICKET_TABLE.' ticket '
            .' LEFT JOIN '.DEPT_TABLE.' dept ON (ticket.dept_id=dept.dept_id) '
            .' LEFT JOIN '.SLA_TABLE.' sla ON (ticket.sla_id=sla.id AND sla.isactive=1) '
            .' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ('
                .'ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW()) '
            .' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach ON ('
                .'ticket.ticket_id=attach.ticket_id) '
            .' WHERE ticket.ticket_id='.db_input($id)
            .' GROUP BY ticket.ticket_id';

        //echo $sql;
        if(!($res=db_query($sql)) || !db_num_rows($res))
            return false;


        $this->ht = db_fetch_array($res);

        $this->id       = $this->ht['ticket_id'];
        $this->number   = $this->ht['ticketID'];
        $this->_answers = array();

        $this->loadDynamicData();

        //Reset the sub classes (initiated ondemand)...good for reloads.
        $this->staff = null;
        $this->client = null;
        $this->team  = null;
        $this->dept = null;
        $this->sla = null;
        $this->tlock = null;
        $this->stats = null;
        $this->topic = null;
        $this->thread = null;

        //REQUIRED: Preload thread obj - checked on lookup!
        $this->getThread();

        return true;
    }

    function loadDynamicData() {
        if (!$this->_answers) {
            foreach (DynamicFormEntry::forTicket($this->getId(), true) as $form)
                foreach ($form->getAnswers() as $answer)
                    $this->_answers[$answer->getField()->get('name')]
                        = $answer;
        }
    }

    function reload() {
        return $this->load();
    }

    function isOpen() {
        return (strcasecmp($this->getStatus(),'Open')==0);
    }

    function isReopened() {
        return ($this->getReopenDate());
    }

    function isClosed() {
        return (strcasecmp($this->getStatus(),'Closed')==0);
    }

    function isAssigned() {
        return ($this->isOpen() && ($this->getStaffId() || $this->getTeamId()));
    }

    function isOverdue() {
        return ($this->ht['isoverdue']);
    }

    function isAnswered() {
       return ($this->ht['isanswered']);
    }

    function isLocked() {
        return ($this->getLockId());
    }

    function checkStaffAccess($staff) {

        if(!is_object($staff) && !($staff=Staff::lookup($staff)))
            return false;

        return ((!$staff->showAssignedOnly() && $staff->canAccessDept($this->getDeptId()))
                 || ($this->getTeamId() && $staff->isTeamMember($this->getTeamId()))
                 || $staff->getId()==$this->getStaffId());
    }

    function checkClientAccess($client) {
        global $cfg;

        if(!is_object($client) && !($client=Client::lookup($client)))
            return false;

        if(!strcasecmp($client->getEmail(), $this->getEmail()))
            return true;

        return ($cfg && $cfg->showRelatedTickets()
            && $client->getTicketId()==$this->getExtId());
    }

    //Getters
    function getId() {
        return  $this->id;
    }

    function getExtId() {
        return  $this->getNumber();
    }

    function getNumber() {
        return $this->number;
    }

    function getOwnerId() {
        return $this->ht['user_id'];
    }

    function getOwner() {
        if (!isset($this->user))
            $this->user = User::lookup($this->getOwnerId());
        return $this->user;
    }

    function getEmail(){
        if ($o = $this->getOwner())
            return $o->getEmail();

        return null;
    }

    function getReplyToEmail() {
        //TODO: Determine the email to use (once we enable multi-email support)
        return $this->getEmail();
    }

    function getAuthToken() {
        # XXX: Support variable email address (for CCs)
        return md5($this->getId() . $this->getEmail() . SECRET_SALT);
    }

    function getName(){
        if ($o = $this->getOwner())
            return $o->getName();
        return null;
    }

    function getSubject() {
        return (string) $this->_answers['subject'];
    }

    /* Help topic title  - NOT object -> $topic */
    function getHelpTopic() {

        if(!$this->ht['helptopic'] && ($topic=$this->getTopic()))
            $this->ht['helptopic'] = $topic->getName();

        return $this->ht['helptopic'];
    }

    function getCreateDate() {
        return $this->ht['created'];
    }

    function getOpenDate() {
        return $this->getCreateDate();
    }

    function getReopenDate() {
        return $this->ht['reopened'];
    }

    function getUpdateDate() {
        return $this->ht['updated'];
    }

    function getDueDate() {
        return $this->ht['duedate'];
    }

    function getSLADueDate() {
        return $this->ht['sla_duedate'];
    }

    function getEstDueDate() {

        //Real due date
        if(($duedate=$this->getDueDate()))
            return $duedate;

        //return sla due date (If ANY)
        return $this->getSLADueDate();
    }

    function getCloseDate() {
        return $this->ht['closed'];
    }

    function getStatus() {
        return $this->ht['status'];
    }

    function getDeptId() {
       return $this->ht['dept_id'];
    }

    function getDeptName() {

        if(!$this->ht['dept_name'] && ($dept = $this->getDept()))
            $this->ht['dept_name'] = $dept->getName();

       return $this->ht['dept_name'];
    }

    function getPriorityId() {
        global $cfg;

        if (($a = $this->_answers['priority'])
                && ($b = $a->getValue()))
            return $b->getId();
        return $cfg->getDefaultPriorityId();
    }

    function getPriority() {
        if (($a = $this->_answers['priority']) && ($b = $a->getValue()))
            return $b->getDesc();
        return '';
    }

    function getPhoneNumber() {
        return (string)$this->getOwner()->getPhoneNumber();
    }

    function getSource() {
        return $this->ht['source'];
    }

    function getIP() {
        return $this->ht['ip_address'];
    }

    function getHashtable() {
        return $this->ht;
    }

    function getUpdateInfo() {
        global $cfg;

        $info=array('source'    =>  $this->getSource(),
                    'topicId'   =>  $this->getTopicId(),
                    'slaId' =>  $this->getSLAId(),
                    'user_id' => $this->getOwnerId(),
                    'duedate'   =>  $this->getDueDate()
                        ? Format::userdate($cfg->getDateFormat(),
                            Misc::db2gmtime($this->getDueDate()))
                        :'',
                    'time'  =>  $this->getDueDate()?(Format::userdate('G:i', Misc::db2gmtime($this->getDueDate()))):'',
                    );

        return $info;
    }

    function getLockId() {
        return $this->ht['lock_id'];
    }

    function getLock() {

        if(!$this->tlock && $this->getLockId())
            $this->tlock= TicketLock::lookup($this->getLockId(), $this->getId());

        return $this->tlock;
    }

    function acquireLock($staffId, $lockTime) {

        if(!$staffId or !$lockTime) //Lockig disabled?
            return null;

        //Check if the ticket is already locked.
        if(($lock=$this->getLock()) && !$lock->isExpired()) {
            if($lock->getStaffId()!=$staffId) //someone else locked the ticket.
                return null;

            //Lock already exits...renew it
            $lock->renew($lockTime); //New clock baby.

            return $lock;
        }
        //No lock on the ticket or it is expired
        $this->tlock = null; //clear crap
        $this->ht['lock_id'] = TicketLock::acquire($this->getId(), $staffId, $lockTime); //Create a new lock..
        //load and return the newly created lock if any!
        return $this->getLock();
    }

    function getDept() {

        if(!$this->dept && $this->getDeptId())
            $this->dept= Dept::lookup($this->getDeptId());

        return $this->dept;
    }

    function getClient() {

        if(!$this->client)
            $this->client = Client::lookup($this->getExtId(), $this->getEmail());

        return $this->client;
    }

    function getStaffId() {
        return $this->ht['staff_id'];
    }

    function getStaff() {

        if(!$this->staff && $this->getStaffId())
            $this->staff= Staff::lookup($this->getStaffId());

        return $this->staff;
    }

    function getTeamId() {
        return $this->ht['team_id'];
    }

    function getTeam() {

        if(!$this->team && $this->getTeamId())
            $this->team = Team::lookup($this->getTeamId());

        return $this->team;
    }

    function getAssignee() {

        if($staff=$this->getStaff())
            return $staff->getName();

        if($team=$this->getTeam())
            return $team->getName();

        return '';
    }

    function getAssignees() {

        $assignees=array();
        if($staff=$this->getStaff())
            $assignees[] = $staff->getName();

        if($team=$this->getTeam())
            $assignees[] = $team->getName();

        return $assignees;
    }

    function getAssigned($glue='/') {
        $assignees = $this->getAssignees();
        return $assignees?implode($glue, $assignees):'';
    }

    function getTopicId() {
        return $this->ht['topic_id'];
    }

    function getTopic() {

        if(!$this->topic && $this->getTopicId())
            $this->topic = Topic::lookup($this->getTopicId());

        return $this->topic;
    }


    function getSLAId() {
        return $this->ht['sla_id'];
    }

    function getSLA() {

        if(!$this->sla && $this->getSLAId())
            $this->sla = SLA::lookup($this->getSLAId());

        return $this->sla;
    }

    function getLastRespondent() {

        $sql ='SELECT  resp.staff_id '
             .' FROM '.TICKET_THREAD_TABLE.' resp '
             .' LEFT JOIN '.STAFF_TABLE. ' USING(staff_id) '
             .' WHERE  resp.ticket_id='.db_input($this->getId()).' AND resp.staff_id>0 '
             .'   AND  resp.thread_type="R"'
             .' ORDER BY resp.created DESC LIMIT 1';

        if(!($res=db_query($sql)) || !db_num_rows($res))
            return null;

        list($id)=db_fetch_row($res);

        return Staff::lookup($id);

    }

    function getLastMessageDate() {
        return $this->ht['lastmessage'];
    }

    function getLastMsgDate() {
        return $this->getLastMessageDate();
    }

    function getLastResponseDate() {
        return $this->ht['lastresponse'];
    }

    function getLastRespDate() {
        return $this->getLastResponseDate();
    }


    function getLastMsgId() {
        return $this->lastMsgId;
    }

    function getLastMessage() {

        if($this->getLastMsgId())
            return Message::lookup($this->getLastMsgId(), $this->getId());

        return Message::lastByTicketId($this->getId());
    }

    function getThread() {

        if(!$this->thread)
            $this->thread = Thread::lookup($this);

        return $this->thread;
    }

    function getThreadCount() {
        return $this->getNumMessages() + $this->getNumResponses();
    }

    function getNumMessages() {
        return $this->getThread()->getNumMessages();
    }

    function getNumResponses() {
        return $this->getThread()->getNumResponses();
    }

    function getNumNotes() {
        return $this->getThread()->getNumNotes();
    }

    function getMessages() {
        return $this->getThreadEntries('M');
    }

    function getResponses() {
        return $this->getThreadEntries('R');
    }

    function getNotes() {
        return $this->getThreadEntries('N');
    }

    function getClientThread() {
        return $this->getThreadEntries(array('M', 'R'));
    }

    function getThreadEntry($id) {
        return $this->getThread()->getEntry($id);
    }

    function getThreadEntries($type, $order='') {
        return $this->getThread()->getEntries($type, $order);
    }



    /* -------------------- Setters --------------------- */
    function setLastMsgId($msgid) {
        return $this->lastMsgId=$msgid;
    }

    //DeptId can NOT be 0. No orphans please!
    function setDeptId($deptId) {

        //Make sure it's a valid department//
        if(!($dept=Dept::lookup($deptId)) || $dept->getId()==$this->getDeptId())
            return false;


        $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), dept_id='.db_input($deptId)
            .' WHERE ticket_id='.db_input($this->getId());

        return (db_query($sql) && db_affected_rows());
    }

    //Set staff ID...assign/unassign/release (id can be 0)
    function setStaffId($staffId) {

        if(!is_numeric($staffId)) return false;

        $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), staff_id='.db_input($staffId)
            .' WHERE ticket_id='.db_input($this->getId());

        if (!db_query($sql)  || !db_affected_rows())
            return false;

        $this->staff = null;
        $this->ht['staff_id'] = $staffId;

        return true;
    }

    function setSLAId($slaId) {
        if ($slaId == $this->getSLAId()) return true;
        return db_query(
             'UPDATE '.TICKET_TABLE.' SET sla_id='.db_input($slaId)
            .' WHERE ticket_id='.db_input($this->getId()))
            && db_affected_rows();
    }
    /**
     * Selects the appropriate service-level-agreement plan for this ticket.
     * When tickets are transfered between departments, the SLA of the new
     * department should be applied to the ticket. This would be useful,
     * for instance, if the ticket is transferred to a different department
     * which has a shorter grace period, the ticket should be considered
     * overdue in the shorter window now that it is owned by the new
     * department.
     *
     * $trump - if received, should trump any other possible SLA source.
     *          This is used in the case of email filters, where the SLA
     *          specified in the filter should trump any other SLA to be
     *          considered.
     */
    function selectSLAId($trump=null) {
        global $cfg;
        # XXX Should the SLA be overridden if it was originally set via an
        #     email filter? This method doesn't consider such a case
        if ($trump && is_numeric($trump)) {
            $slaId = $trump;
        } elseif ($this->getDept() && $this->getDept()->getSLAId()) {
            $slaId = $this->getDept()->getSLAId();
        } elseif ($this->getTopic() && $this->getTopic()->getSLAId()) {
            $slaId = $this->getTopic()->getSLAId();
        } else {
            $slaId = $cfg->getDefaultSLAId();
        }

        return ($slaId && $this->setSLAId($slaId)) ? $slaId : false;
    }

    //Set team ID...assign/unassign/release (id can be 0)
    function setTeamId($teamId) {

        if(!is_numeric($teamId)) return false;

        $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), team_id='.db_input($teamId)
            .' WHERE ticket_id='.db_input($this->getId());

        return (db_query($sql)  && db_affected_rows());
    }

    //Status helper.
    function setStatus($status) {

        if(strcasecmp($this->getStatus(), $status)==0)
            return true; //No changes needed.

        switch(strtolower($status)) {
            case 'open':
                return $this->reopen();
                break;
            case 'closed':
                return $this->close();
                break;
        }

        return false;
    }

    function setState($state, $alerts=false) {

        switch(strtolower($state)) {
            case 'open':
                return $this->setStatus('open');
                break;
            case 'closed':
                return $this->setStatus('closed');
                break;
            case 'answered':
                return $this->setAnsweredState(1);
                break;
            case 'unanswered':
                return $this->setAnsweredState(0);
                break;
            case 'overdue':
                return $this->markOverdue();
                break;
            case 'notdue':
                return $this->clearOverdue();
                break;
            case 'unassined':
                return $this->unassign();
        }

        return false;
    }




    function setAnsweredState($isanswered) {

        $sql='UPDATE '.TICKET_TABLE.' SET isanswered='.db_input($isanswered)
            .' WHERE ticket_id='.db_input($this->getId());

        return (db_query($sql) && db_affected_rows());
    }

    //Close the ticket
    function close() {
        global $thisstaff;

        $sql='UPDATE '.TICKET_TABLE.' SET closed=NOW(),isoverdue=0, duedate=NULL, updated=NOW(), status='.db_input('closed');
        if($thisstaff) //Give the closing  staff credit.
            $sql.=', staff_id='.db_input($thisstaff->getId());

        $sql.=' WHERE ticket_id='.db_input($this->getId());

        if(!db_query($sql) || !db_affected_rows())
            return false;

        $this->reload();
        $this->logEvent('closed');
        $this->deleteDrafts();

        return true;
    }

    //set status to open on a closed ticket.
    function reopen($isanswered=0) {

        $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), reopened=NOW() '
            .' ,status='.db_input('open')
            .' ,isanswered='.db_input($isanswered)
            .' WHERE ticket_id='.db_input($this->getId());

        if (!db_query($sql) || !db_affected_rows())
            return false;

        $this->logEvent('reopened', 'closed');
        $this->ht['status'] = 'open';
        $this->ht['isanswerd'] = $isanswered;

        return true;
    }

    function onNewTicket($message, $autorespond=true, $alertstaff=true) {
        global $cfg;

        //Log stuff here...

        if(!$autorespond && !$alertstaff) return true; //No alerts to send.

        /* ------ SEND OUT NEW TICKET AUTORESP && ALERTS ----------*/

        $this->reload(); //get the new goodies.
        $dept= $this->getDept();

        if(!$dept || !($tpl = $dept->getTemplate()))
            $tpl= $cfg->getDefaultTemplate();

        if(!$tpl) return false;  //bail out...missing stuff.

        if(!$dept || !($email=$dept->getAutoRespEmail()))
            $email =$cfg->getDefaultEmail();

        $options = array(
            'inreplyto'=>$message->getEmailMessageId(),
            'references'=>$message->getEmailReferences());

        //Send auto response - if enabled.
        if($autorespond && $email && $cfg->autoRespONNewTicket()
                && $dept->autoRespONNewTicket()
                &&  ($msg=$tpl->getAutoRespMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(),
                    array('message' => $message,
                          'signature' => ($dept && $dept->isPublic())?$dept->getSignature():'')
                    );

            if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
                $msg['body'] = "<p style=\"display:none\">$tag<p>".$msg['body'];

            $email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body'],
                null, $options);
        }

        if(!($email=$cfg->getAlertEmail()))
            $email =$cfg->getDefaultEmail();

        //Send alert to out sleepy & idle staff.
        if($alertstaff && $email
                && $cfg->alertONNewTicket()
                && ($msg=$tpl->getNewTicketAlertMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(), array('message' => $message));

            $recipients=$sentlist=array();
            //Alert admin??
            if($cfg->alertAdminONNewTicket()) {
                $alert = str_replace('%{recipient}', 'Admin', $msg['body']);
                $email->sendAlert($cfg->getAdminEmail(), $msg['subj'],
                    $alert, null, $options);
                $sentlist[]=$cfg->getAdminEmail();
            }

            //Only alerts dept members if the ticket is NOT assigned.
            if($cfg->alertDeptMembersONNewTicket() && !$this->isAssigned()) {
                if(($members=$dept->getMembers()))
                    $recipients=array_merge($recipients, $members);
            }

            if($cfg->alertDeptManagerONNewTicket() && $dept && ($manager=$dept->getManager()))
                $recipients[]= $manager;

            foreach( $recipients as $k=>$staff) {
                if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
                $alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
                $email->sendAlert($staff->getEmail(), $msg['subj'], $alert,
                    null, $options);
                $sentlist[] = $staff->getEmail();
            }


        }

        return true;
    }

    function onOpenLimit($sendNotice=true) {
        global $ost, $cfg;

        //Log the limit notice as a warning for admin.
        $msg=sprintf('Max open tickets (%d) reached  for %s ', $cfg->getMaxOpenTickets(), $this->getEmail());
        $ost->logWarning('Max. Open Tickets Limit ('.$this->getEmail().')', $msg);

        if(!$sendNotice || !$cfg->sendOverLimitNotice()) return true;

        //Send notice to user.
        $dept = $this->getDept();

        if(!$dept || !($tpl=$dept->getTemplate()))
            $tpl=$cfg->getDefaultTemplate();

        if(!$dept || !($email=$dept->getAutoRespEmail()))
            $email=$cfg->getDefaultEmail();

        if($tpl && ($msg=$tpl->getOverlimitMsgTemplate()) && $email) {

            $msg = $this->replaceVars($msg->asArray(),
                        array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():''));

            $email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body']);
        }

        $client= $this->getClient();

        //Alert admin...this might be spammy (no option to disable)...but it is helpful..I think.
        $alert='Max. open tickets reached for '.$this->getEmail()."\n"
              .'Open ticket: '.$client->getNumOpenTickets()."\n"
              .'Max Allowed: '.$cfg->getMaxOpenTickets()."\n\nNotice sent to the user.";

        $ost->alertAdmin('Overlimit Notice', $alert);

        return true;
    }

    function onResponse() {
        db_query('UPDATE '.TICKET_TABLE.' SET isanswered=1,lastresponse=NOW(), updated=NOW() WHERE ticket_id='.db_input($this->getId()));
    }

    function onMessage($autorespond=true, $message=null) {
        global $cfg;

        db_query('UPDATE '.TICKET_TABLE.' SET isanswered=0,lastmessage=NOW() WHERE ticket_id='.db_input($this->getId()));

        //auto-assign to closing staff or last respondent
        if(!($staff=$this->getStaff()) || !$staff->isAvailable()) {
            if(($lastrep=$this->getLastRespondent()) && $lastrep->isAvailable()) {
                $this->setStaffId($lastrep->getId()); //direct assignment;
            } else {
                $this->setStaffId(0); //unassign - last respondent is not available.
            }
        }

        if($this->isClosed()) $this->reopen(); //reopen..

       /**********   double check auto-response  ************/
        if($autorespond && (Email::getIdByEmail($this->getEmail())))
            $autorespond=false;
        elseif($autorespond && ($dept=$this->getDept()))
            $autorespond=$dept->autoRespONNewMessage();


        if(!$autorespond || !$cfg->autoRespONNewMessage()) return;  //no autoresp or alerts.

        $this->reload();


        if(!$dept || !($tpl = $dept->getTemplate()))
            $tpl = $cfg->getDefaultTemplate();

        if(!$dept || !($email = $dept->getAutoRespEmail()))
            $email = $cfg->getDefaultEmail();

        //If enabled...send confirmation to user. ( New Message AutoResponse)
        if($email && $tpl && ($msg=$tpl->getNewMessageAutorepMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(),
                            array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():''));

            //Reply separator tag.
            if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
                $msg['body'] = "<p style=\"display:none\">$tag<p>".$msg['body'];

            if (!$message)
                $message = $this->getLastMessage();
            $options = array(
                'inreplyto'=>$message->getEmailMessageId(),
                'references'=>$message->getEmailReferences());
            $email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body'],
                null, $options);
        }
    }

    function onAssign($assignee, $comments, $alert=true) {
        global $cfg, $thisstaff;

        if($this->isClosed()) $this->reopen(); //Assigned tickets must be open - otherwise why assign?

        //Assignee must be an object of type Staff or Team
        if(!$assignee || !is_object($assignee)) return false;

        $this->reload();

        $comments = $comments?$comments:'Ticket assignment';
        $assigner = $thisstaff?$thisstaff:'SYSTEM (Auto Assignment)';

        //Log an internal note - no alerts on the internal note.
        $note = $this->logNote('Ticket Assigned to '.$assignee->getName(),
            $comments, $assigner, false);

        //See if we need to send alerts
        if(!$alert || !$cfg->alertONAssignment()) return true; //No alerts!

        $dept = $this->getDept();

        //Get template.
        if(!$dept || !($tpl = $dept->getTemplate()))
            $tpl = $cfg->getDefaultTemplate();

        //Email to use!
        if(!($email=$cfg->getAlertEmail()))
            $email = $cfg->getDefaultEmail();

        //recipients
        $recipients=array();
        if(!strcasecmp(get_class($assignee), 'Staff')) {
            if($cfg->alertStaffONAssignment())
                $recipients[] = $assignee;
        } elseif(!strcasecmp(get_class($assignee), 'Team')) {
            if($cfg->alertTeamMembersONAssignment() && ($members=$assignee->getMembers()))
                $recipients+=$members;
            elseif($cfg->alertTeamLeadONAssignment() && ($lead=$assignee->getTeamLead()))
                $recipients[] = $lead;
        }

        //Get the message template
        if($email && $recipients && $tpl && ($msg=$tpl->getAssignedAlertMsgTemplate())) {

            $msg = $this->replaceVars($msg->asArray(),
                        array('comments' => $comments,
                              'assignee' => $assignee,
                              'assigner' => $assigner
                              ));

            //Send the alerts.
            $sentlist=array();
            $options = array(
                'inreplyto'=>$note->getEmailMessageId(),
                'references'=>$note->getEmailReferences());
            foreach( $recipients as $k=>$staff) {
                if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
                $alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
                $email->sendAlert($staff->getEmail(), $msg['subj'], $alert,
                    null, $options);
                $sentlist[] = $staff->getEmail();
            }
        }

        return true;
    }

   function onOverdue($whine=true, $comments="") {
        global $cfg;

        if($whine && ($sla=$this->getSLA()) && !$sla->alertOnOverdue())
            $whine = false;

        //check if we need to send alerts.
        if(!$whine || !$cfg->alertONOverdueTicket())
            return true;

        $dept = $this->getDept();
        //Get department-defined or default template.
        if(!$dept || !($tpl = $dept->getTemplate()))
            $tpl= $cfg->getDefaultTemplate();

        //Email to use!
        if(!($email=$cfg->getAlertEmail()))
            $email =$cfg->getDefaultEmail();

        //Get the message template
        if($tpl && ($msg=$tpl->getOverdueAlertMsgTemplate()) && $email) {

            $msg = $this->replaceVars($msg->asArray(),
                array('comments' => $comments));

            //recipients
            $recipients=array();
            //Assigned staff or team... if any
            if($this->isAssigned() && $cfg->alertAssignedONOverdueTicket()) {
                if($this->getStaffId())
                    $recipients[]=$this->getStaff();
                elseif($this->getTeamId() && ($team=$this->getTeam()) && ($members=$team->getMembers()))
                    $recipients=array_merge($recipients, $members);
            } elseif($cfg->alertDeptMembersONOverdueTicket() && !$this->isAssigned()) {
                //Only alerts dept members if the ticket is NOT assigned.
                if(($members=$dept->getMembers()))
                    $recipients=array_merge($recipients, $members);
            }
            //Always alert dept manager??
            if($cfg->alertDeptManagerONOverdueTicket() && $dept && ($manager=$dept->getManager()))
                $recipients[]= $manager;

            $sentlist=array();
            foreach( $recipients as $k=>$staff) {
                if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
                $alert = str_replace("%{recipient}", $staff->getFirstName(), $msg['body']);
                $email->sendAlert($staff->getEmail(), $msg['subj'], $alert,
                    null);
                $sentlist[] = $staff->getEmail();
            }

        }

        return true;

    }

    //ticket obj as variable = ticket number.
    function asVar() {
       return $this->getNumber();
    }

    function getVar($tag) {
        global $cfg;

        if($tag && is_callable(array($this, 'get'.ucfirst($tag))))
            return call_user_func(array($this, 'get'.ucfirst($tag)));

        switch(strtolower($tag)) {
            case 'phone':
            case 'phone_number':
                return $this->getPhoneNumber();
                break;
            case 'auth_token':
                return $this->getAuthToken();
                break;
            case 'client_link':
                return sprintf('%s/view.php?t=%s&e=%s&a=%s',
                        $cfg->getBaseUrl(), $this->getNumber(), $this->getEmail(), $this->getAuthToken());
                break;
            case 'staff_link':
                return sprintf('%s/scp/tickets.php?id=%d', $cfg->getBaseUrl(), $this->getId());
                break;
            case 'create_date':
                return Format::date(
                        $cfg->getDateTimeFormat(),
                        Misc::db2gmtime($this->getCreateDate()),
                        $cfg->getTZOffset(),
                        $cfg->observeDaylightSaving());
                break;
             case 'due_date':
                $duedate ='';
                if($this->getEstDueDate())
                    $duedate = Format::date(
                            $cfg->getDateTimeFormat(),
                            Misc::db2gmtime($this->getEstDueDate()),
                            $cfg->getTZOffset(),
                            $cfg->observeDaylightSaving());

                return $duedate;
                break;
            case 'close_date';
                $closedate ='';
                if($this->isClosed())
                    $duedate = Format::date(
                            $cfg->getDateTimeFormat(),
                            Misc::db2gmtime($this->getCloseDate()),
                            $cfg->getTZOffset(),
                            $cfg->observeDaylightSaving());

                return $closedate;
                break;
            case 'user':
                return $this->getOwner();
                break;
            default:
                if (isset($this->_answers[$tag]))
                    // The answer object is retrieved here which will
                    // automatically invoke the toString() method when the
                    // answer is coerced into text
                    return (string)$this->_answers[$tag];
        }

        return false;
    }

    //Replace base variables.
    function replaceVars($input, $vars = array()) {
        global $ost;

        $vars = array_merge($vars, array('ticket' => $this));

        return $ost->replaceTemplateVariables($input, $vars);
    }

    function markUnAnswered() {
        return (!$this->isAnswered() || $this->setAnsweredState(0));
    }

    function markAnswered() {
        return ($this->isAnswered() || $this->setAnsweredState(1));
    }

    function markOverdue($whine=true) {

        global $cfg;

        if($this->isOverdue())
            return true;

        $sql='UPDATE '.TICKET_TABLE.' SET isoverdue=1, updated=NOW() '
            .' WHERE ticket_id='.db_input($this->getId());

        if(!db_query($sql) || !db_affected_rows())
            return false;

        $this->logEvent('overdue');
        $this->onOverdue($whine);

        return true;
    }

    function clearOverdue() {

        if(!$this->isOverdue())
            return true;

        //NOTE: Previously logged overdue event is NOT annuled.

        $sql='UPDATE '.TICKET_TABLE.' SET isoverdue=0, updated=NOW() ';

        //clear due date if it's in the past
        if($this->getDueDate() && Misc::db2gmtime($this->getDueDate()) <= Misc::gmtime())
            $sql.=', duedate=NULL';

        //Clear SLA if est. due date is in the past
        if($this->getSLADueDate() && Misc::db2gmtime($this->getSLADueDate()) <= Misc::gmtime())
            $sql.=', sla_id=0 ';

        $sql.=' WHERE ticket_id='.db_input($this->getId());

        return (db_query($sql) && db_affected_rows());
    }

    //Dept Tranfer...with alert.. done by staff
    function transfer($deptId, $comments, $alert = true) {

        global $cfg, $thisstaff;

        if(!$thisstaff || !$thisstaff->canTransferTickets())
            return false;

        $currentDept = $this->getDeptName(); //Current department

        if(!$deptId || !$this->setDeptId($deptId))
            return false;

        // Reopen ticket if closed
        if($this->isClosed()) $this->reopen();

        $this->reload();

        // Set SLA of the new department
        if(!$this->getSLAId() || $this->getSLA()->isTransient())
            $this->selectSLAId();

        /*** log the transfer comments as internal note - with alerts disabled - ***/
        $title='Ticket transfered from '.$currentDept.' to '.$this->getDeptName();
        $comments=$comments?$comments:$title;
        $note = $this->logNote($title, $comments, $thisstaff, false);

        $this->logEvent('transferred');

        //Send out alerts if enabled AND requested
        if(!$alert || !$cfg->alertONTransfer() || !($dept=$this->getDept())) return true; //no alerts!!


         //Get template.
         if(!($tpl = $dept->getTemplate()))
             $tpl= $cfg->getDefaultTemplate();

         //Email to use!
         if(!($email=$cfg->getAlertEmail()))
             $email =$cfg->getDefaultEmail();

         //Get the message template
         if($tpl && ($msg=$tpl->getTransferAlertMsgTemplate()) && $email) {

            $msg = $this->replaceVars($msg->asArray(),
                array('comments' => $comments, 'staff' => $thisstaff));
            //recipients
            $recipients=array();
            //Assigned staff or team... if any
            if($this->isAssigned() && $cfg->alertAssignedONTransfer()) {
                if($this->getStaffId())
                    $recipients[]=$this->getStaff();
                elseif($this->getTeamId() && ($team=$this->getTeam()) && ($members=$team->getMembers()))
                    $recipients+=$members;
            } elseif($cfg->alertDeptMembersONTransfer() && !$this->isAssigned()) {
                //Only alerts dept members if the ticket is NOT assigned.
                if(($members=$dept->getMembers()))
                    $recipients+=$members;
            }

            //Always alert dept manager??
            if($cfg->alertDeptManagerONTransfer() && $dept && ($manager=$dept->getManager()))
                $recipients[]= $manager;

            $sentlist=array();
            $options = array(
                'inreplyto'=>$note->getEmailMessageId(),
                'references'=>$note->getEmailReferences());
            foreach( $recipients as $k=>$staff) {
                if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
                $alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
                $email->sendAlert($staff->getEmail(), $msg['subj'], $alert,
                    null, $options);
                $sentlist[] = $staff->getEmail();
            }
         }

         return true;
    }

    function assignToStaff($staff, $note, $alert=true) {

        if(!is_object($staff) && !($staff=Staff::lookup($staff)))
            return false;

        if(!$this->setStaffId($staff->getId()))
            return false;

        $this->onAssign($staff, $note, $alert);
        $this->logEvent('assigned');

        return true;
    }

    function assignToTeam($team, $note, $alert=true) {

        if(!is_object($team) && !($team=Team::lookup($team)))
            return false;

        if(!$this->setTeamId($team->getId()))
            return false;

        //Clear - staff if it's a closed ticket
        //  staff_id is overloaded -> assigned to & closed by.
        if($this->isClosed())
            $this->setStaffId(0);

        $this->onAssign($team, $note, $alert);
        $this->logEvent('assigned');

        return true;
    }

    //Assign ticket to staff or team - overloaded ID.
    function assign($assignId, $note, $alert=true) {
        global $thisstaff;

        $rv=0;
        $id=preg_replace("/[^0-9]/", "", $assignId);
        if($assignId[0]=='t') {
            $rv=$this->assignToTeam($id, $note, $alert);
        } elseif($assignId[0]=='s' || is_numeric($assignId)) {
            $alert=($alert && $thisstaff && $thisstaff->getId()==$id)?false:$alert; //No alerts on self assigned tickets!!!
            //We don't care if a team is already assigned to the ticket - staff assignment takes precedence
            $rv=$this->assignToStaff($id, $note, $alert);
        }

        return $rv;
    }

    //unassign primary assignee
    function unassign() {

        if(!$this->isAssigned()) //We can't release what is not assigned buddy!
            return true;

        //We can only unassigned OPEN tickets.
        if($this->isClosed())
            return false;

        //Unassign staff (if any)
        if($this->getStaffId() && !$this->setStaffId(0))
            return false;

        //unassign team (if any)
        if($this->getTeamId() && !$this->setTeamId(0))
            return false;

        $this->reload();

        return true;
    }

    function release() {
        return $this->unassign();
    }

    //Change ownership
    function changeOwner($user) {
        global $thisstaff;

        if (!$user
                || ($user->getId() == $this->getOwnerId())
                || !$thisstaff->canEditTickets())
            return false;

        $sql ='UPDATE '.TICKET_TABLE.' SET updated = NOW() '
            .', user_id = '.db_input($user->getId())
            .' WHERE ticket_id = '.db_input($this->getId());

        if (!db_query($sql) || !db_affected_rows())
            return false;

        $this->ht['user_id'] = $user->getId();
        $this->user = null;

        $this->logNote('Ticket ownership changed',
                Format::htmlchars( sprintf('%s changed ticket ownership to %s',
                    $thisstaff->getName(), $user->getName()))
                );

        return true;
    }

    //Insert message from client
    function postMessage($vars, $origin='', $alerts=true) {
        global $cfg;

        //Strip quoted reply...on emailed replies
        if(!strcasecmp($origin, 'Email')
                && $cfg->stripQuotedReply()
                && ($tag=$cfg->getReplySeparator())
                && strpos($vars['message'], $tag))
            if((list($msg) = explode($tag, $vars['message'], 2)) && trim($msg))
                $vars['message'] = $msg;

        if(isset($vars['ip']))
            $vars['ip_address'] = $vars['ip'];
        elseif(!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
            $vars['ip_address'] = $_SERVER['REMOTE_ADDR'];

        $errors = array();
        if(!($message = $this->getThread()->addMessage($vars, $errors)))
            return null;

        $this->setLastMsgId($message->getId());

        if(!$alerts) return $message; //Our work is done...

        $autorespond = true;
        if ($autorespond && $message->isAutoResponse())
            $autorespond=false;

        $this->onMessage($autorespond, $message); //must be called b4 sending alerts to staff.

        $dept = $this->getDept();

        if(!$dept || !($tpl = $dept->getTemplate()))
            $tpl= $cfg->getDefaultTemplate();

        if(!($email=$cfg->getAlertEmail()))
            $email =$cfg->getDefaultEmail();

        //If enabled...send alert to staff (New Message Alert)
        if($cfg->alertONNewMessage() && $tpl && $email && ($msg=$tpl->getNewMessageAlertMsgTemplate())) {

            $attachments = $message->getAttachments();
            $msg = $this->replaceVars($msg->asArray(), array('message' => $message));

            //Build list of recipients and fire the alerts.
            $recipients=array();
            //Last respondent.
            if($cfg->alertLastRespondentONNewMessage() || $cfg->alertAssignedONNewMessage())
                $recipients[]=$this->getLastRespondent();

            //Assigned staff if any...could be the last respondent

            if($this->isAssigned() && ($staff=$this->getStaff()))
                $recipients[]=$staff;

            //Dept manager
            if($cfg->alertDeptManagerONNewMessage() && $dept && ($manager=$dept->getManager()))
                $recipients[]=$manager;

            $sentlist=array(); //I know it sucks...but..it works.
            $options = array(
                'inreplyto'=>$message->getEmailMessageId(),
                'references'=>$message->getEmailReferences());
            foreach( $recipients as $k=>$staff) {
                if(!$staff || !$staff->getEmail() || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
                $alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
                $email->sendAlert($staff->getEmail(), $msg['subj'], $alert,
                    $attachments, $options);
                $sentlist[] = $staff->getEmail();
            }
        }

        return $message;
    }

    function postCannedReply($canned, $msgId, $alert=true) {
        global $ost, $cfg;

        if((!is_object($canned) && !($canned=Canned::lookup($canned))) || !$canned->isEnabled())
            return false;

        $files = array();
        foreach ($canned->attachments->getAll() as $file)
            $files[] = $file['id'];

        $info = array('msgId' => $msgId,
                      'poster' => 'SYSTEM (Canned Reply)',
                      'response' => $this->replaceVars($canned->getResponse()),
                      'cannedattachments' => $files);

        $errors = array();
        if(!($response=$this->postReply($info, $errors, false)))
            return null;

        $this->markUnAnswered();

        if(!$alert) return $response;

        $dept = $this->getDept();

        if(!($tpl = $dept->getTemplate()))
            $tpl= $cfg->getDefaultTemplate();

        if(!$dept || !($email=$dept->getEmail()))
            $email = $cfg->getDefaultEmail();

        if($tpl && ($msg=$tpl->getAutoReplyMsgTemplate()) && $email) {

            if($dept && $dept->isPublic())
                $signature=$dept->getSignature();
            else
                $signature='';

            $attachments =($cfg->emailAttachments() && $files)?$response->getAttachments():array();

            $msg = $this->replaceVars($msg->asArray(),
                array('response' => $response, 'signature' => $signature));

            if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
                $msg['body'] = "<p style=\"display:none\">$tag<p>".$msg['body'];

            $attachments =($cfg->emailAttachments() && $files)?$response->getAttachments():array();
            $options = array(
                'inreplyto'=>$response->getEmailMessageId(),
                'references'=>$response->getEmailReferences());
            $email->sendAutoReply($this->getEmail(), $msg['subj'], $msg['body'], $attachments,
                $options);
        }

        return $response;
    }

    /* public */
    function postReply($vars, &$errors, $alert = true) {
        global $thisstaff, $cfg;


        if(!$vars['poster'] && $thisstaff)
            $vars['poster'] = $thisstaff->getName();

        if(!$vars['staffId'] && $thisstaff)
            $vars['staffId'] = $thisstaff->getId();

        if(!($response = $this->getThread()->addResponse($vars, $errors)))
            return null;

        //Set status - if checked.
        if(isset($vars['reply_ticket_status']) && $vars['reply_ticket_status'])
            $this->setStatus($vars['reply_ticket_status']);

        if($thisstaff && $this->isOpen() && !$this->getStaffId()
                && $cfg->autoClaimTickets())
            $this->setStaffId($thisstaff->getId()); //direct assignment;

        $this->onResponse(); //do house cleaning..
        $this->reload();

        /* email the user??  - if disabled - the bail out */
        if(!$alert) return $response;

        $dept = $this->getDept();

        if(!($tpl = $dept->getTemplate()))
            $tpl= $cfg->getDefaultTemplate();

        if(!$dept || !($email=$dept->getEmail()))
            $email = $cfg->getDefaultEmail();

        if($tpl && ($msg=$tpl->getReplyMsgTemplate()) && $email) {

            if($thisstaff && $vars['signature']=='mine')
                $signature=$thisstaff->getSignature();
            elseif($vars['signature']=='dept' && $dept && $dept->isPublic())
                $signature=$dept->getSignature();
            else
                $signature='';

            //Set attachments if emailing.
            $attachments = $cfg->emailAttachments()?$response->getAttachments():array();

            $msg = $this->replaceVars($msg->asArray(),
                    array('response' => $response, 'signature' => $signature, 'staff' => $thisstaff));

            if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
                $msg['body'] = "<p style=\"display:none\">$tag<p>".$msg['body'];

            $options = array(
                'inreplyto' => $response->getEmailMessageId(),
                'references' => $response->getEmailReferences());
            //TODO: setup  5 param (options... e.g mid trackable on replies)
            $email->send($this->getEmail(), $msg['subj'], $msg['body'], $attachments,
                $options);
        }

        return $response;
    }

    //Activity log - saved as internal notes WHEN enabled!!
    function logActivity($title, $note) {
        return $this->logNote($title, $note, 'SYSTEM', false);
    }

    // History log -- used for statistics generation (pretty reports)
    function logEvent($state, $annul=null, $staff=null) {
        global $thisstaff;

        if ($staff === null) {
            if ($thisstaff) $staff=$thisstaff->getUserName();
            else $staff='SYSTEM';               # XXX: Security Violation ?
        }
        # Annul previous entries if requested (for instance, reopening a
        # ticket will annul an 'closed' entry). This will be useful to
        # easily prevent repeated statistics.
        if ($annul) {
            db_query('UPDATE '.TICKET_EVENT_TABLE.' SET annulled=1'
                .' WHERE ticket_id='.db_input($this->getId())
                  .' AND state='.db_input($annul));
        }

        return db_query('INSERT INTO '.TICKET_EVENT_TABLE
            .' SET ticket_id='.db_input($this->getId())
            .', staff_id='.db_input($this->getStaffId())
            .', team_id='.db_input($this->getTeamId())
            .', dept_id='.db_input($this->getDeptId())
            .', topic_id='.db_input($this->getTopicId())
            .', timestamp=NOW(), state='.db_input($state)
            .', staff='.db_input($staff))
            && db_affected_rows() == 1;
    }

    //Insert Internal Notes
    function logNote($title, $note, $poster='SYSTEM', $alert=true) {

        $errors = array();
        return $this->postNote(
                array('title' => $title, 'note' => $note),
                $errors,
                $poster,
                $alert);
    }

    function postNote($vars, &$errors, $poster, $alert=true) {
        global $cfg, $thisstaff;

        //Who is posting the note - staff or system?
        $vars['staffId'] = 0;
        $vars['poster'] = 'SYSTEM';
        if($poster && is_object($poster)) {
            $vars['staffId'] = $poster->getId();
            $vars['poster'] = $poster->getName();
        }elseif($poster) { //string
            $vars['poster'] = $poster;
        }

        if(!($note=$this->getThread()->addNote($vars, $errors)))
            return null;

        //Set state: Error on state change not critical!
        if(isset($vars['state']) && $vars['state']) {
            if($this->setState($vars['state']))
                $this->reload();
        }

        // If alerts are not enabled then return a success.
        if(!$alert || !$cfg->alertONNewNote() || !($dept=$this->getDept()))
            return $note;

        if(!($tpl = $dept->getTemplate()))
            $tpl= $cfg->getDefaultTemplate();

        if(!($email=$cfg->getAlertEmail()))
            $email =$cfg->getDefaultEmail();


        if($tpl && ($msg=$tpl->getNoteAlertMsgTemplate()) && $email) {

            $attachments = $note->getAttachments();

            $msg = $this->replaceVars($msg->asArray(),
                array('note' => $note));

            // Alert recipients
            $recipients=array();

            //Last respondent.
            if($cfg->alertLastRespondentONNewNote())
                $recipients[]=$this->getLastRespondent();

            //Assigned staff if any...could be the last respondent
            if($cfg->alertAssignedONNewNote() && $this->isAssigned() && $this->getStaffId())
                $recipients[]=$this->getStaff();

            //Dept manager
            if($cfg->alertDeptManagerONNewNote() && $dept && $dept->getManagerId())
                $recipients[]=$dept->getManager();

            $attachments = $note->getAttachments();
            $options = array(
                'inreplyto'=>$note->getEmailMessageId(),
                'references'=>$note->getEmailReferences());
            $sentlist=array();
            foreach( $recipients as $k=>$staff) {
                if(!is_object($staff)
                        || !$staff->isAvailable() //Don't bother vacationing staff.
                        || in_array($staff->getEmail(), $sentlist) //No duplicates.
                        || $note->getStaffId() == $staff->getId())  //No need to alert the poster!
                    continue;
                $alert = str_replace('%{recipient}', $staff->getFirstName(), $msg['body']);
                $email->sendAlert($staff->getEmail(), $msg['subj'], $alert, $attachments,
                    $options);
                $sentlist[] = $staff->getEmail();
            }
        }

        return $note;
    }

    //Print ticket... export the ticket thread as PDF.
    function pdfExport($psize='Letter', $notes=false) {
        require_once(INCLUDE_DIR.'class.pdf.php');
        $pdf = new Ticket2PDF($this, $psize, $notes);
        $name='Ticket-'.$this->getExtId().'.pdf';
        $pdf->Output($name, 'I');
        //Remember what the user selected - for autoselect on the next print.
        $_SESSION['PAPER_SIZE'] = $psize;
        exit;
    }

    function delete() {

        $sql = 'DELETE FROM '.TICKET_TABLE.' WHERE ticket_id='.$this->getId().' LIMIT 1';
        if(!db_query($sql) || !db_affected_rows())
            return false;

        //delete just orphaned ticket thread & associated attachments.
        $this->getThread()->delete();

        foreach (DynamicFormEntry::forTicket($this->getId()) as $form)
            $form->delete();

        $this->deleteDrafts();

        return true;
    }

    function deleteDrafts() {
        Draft::deleteForNamespace('ticket.%.' . $this->getId());
    }

    function update($vars, &$errors) {

        global $cfg, $thisstaff;

        if(!$cfg || !$thisstaff || !$thisstaff->canEditTickets())
            return false;

        $fields=array();
        $fields['topicId']  = array('type'=>'int',      'required'=>1, 'error'=>'Help topic required');
        $fields['slaId']    = array('type'=>'int',      'required'=>0, 'error'=>'Select SLA');
        $fields['duedate']  = array('type'=>'date',     'required'=>0, 'error'=>'Invalid date - must be MM/DD/YY');

        $fields['note']     = array('type'=>'text',     'required'=>1, 'error'=>'Reason for the update required');
        $fields['user_id']  = array('type'=>'int',      'required'=>0, 'error'=>'Invalid user-id');

        if(!Validator::process($fields, $vars, $errors) && !$errors['err'])
            $errors['err'] = 'Missing or invalid data - check the errors and try again';

        if($vars['duedate']) {
            if($this->isClosed())
                $errors['duedate']='Due date can NOT be set on a closed ticket';
            elseif(!$vars['time'] || strpos($vars['time'],':')===false)
                $errors['time']='Select time';
            elseif(strtotime($vars['duedate'].' '.$vars['time'])===false)
                $errors['duedate']='Invalid due date';
            elseif(strtotime($vars['duedate'].' '.$vars['time'])<=time())
                $errors['duedate']='Due date must be in the future';
        }

        if($errors) return false;

        $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW() '
            .' ,topic_id='.db_input($vars['topicId'])
            .' ,sla_id='.db_input($vars['slaId'])
            .' ,source='.db_input($vars['source'])
            .' ,duedate='.($vars['duedate']?db_input(date('Y-m-d G:i',Misc::dbtime($vars['duedate'].' '.$vars['time']))):'NULL');

        if($vars['user_id'])
            $sql.=', user_id='.db_input($vars['user_id']);
        if($vars['duedate']) { //We are setting new duedate...
            $sql.=' ,isoverdue=0';
        }

        $sql.=' WHERE ticket_id='.db_input($this->getId());

        if(!db_query($sql) || !db_affected_rows())
            return false;

        if(!$vars['note'])
            $vars['note']=sprintf('Ticket Updated by %s', $thisstaff->getName());

        $this->logNote('Ticket Updated', $vars['note'], $thisstaff);
        $this->reload();

        // Reselect SLA if transient
        if(!$this->getSLAId() || $this->getSLA()->isTransient())
            $this->selectSLAId();

        //Clear overdue flag if duedate or SLA changes and the ticket is no longer overdue.
        if($this->isOverdue()
                && (!$this->getEstDueDate() //Duedate + SLA cleared
                    || Misc::db2gmtime($this->getEstDueDate()) > Misc::gmtime() //New due date in the future.
                    )) {
            $this->clearOverdue();
        }

        return true;
    }


   /*============== Static functions. Use Ticket::function(params); =============nolint*/
    function getIdByExtId($extId, $email=null) {

        if(!$extId || !is_numeric($extId))
            return 0;

        $sql ='SELECT ticket.ticket_id FROM '.TICKET_TABLE.' ticket '
             .' LEFT JOIN '.USER_TABLE.' user ON user.id = ticket.user_id'
             .' LEFT JOIN '.USER_EMAIL_TABLE.' email ON user.id = email.user_id'
             .' WHERE ticket.ticketID='.db_input($extId);

        if($email)
            $sql .= ' AND email.address = '.db_input($email);

        if(($res=db_query($sql)) && db_num_rows($res))
            list($id)=db_fetch_row($res);

        return $id;
    }



    function lookup($id) { //Assuming local ID is the only lookup used!
        return ($id
                && is_numeric($id)
                && ($ticket= new Ticket($id))
                && $ticket->getId()==$id
                && $ticket->getThread())
            ?$ticket:null;
    }

    function lookupByExtId($id, $email=null) {
        return self::lookup(self:: getIdByExtId($id, $email));
    }

    function genExtRandID() {
        global $cfg;

        //We can allow collissions...extId and email must be unique ...so same id with diff emails is ok..
        // But for clarity...we are going to make sure it is unique.
        $id=Misc::randNumber(EXT_TICKET_ID_LEN);
        if(db_num_rows(db_query('SELECT ticket_id FROM '.TICKET_TABLE.' WHERE ticketID='.db_input($id))))
            return Ticket::genExtRandID();

        return $id;
    }

    function getIdByMessageId($mid, $email) {

        if(!$mid || !$email)
            return 0;

        $sql='SELECT ticket.ticket_id FROM '.TICKET_TABLE. ' ticket '.
             ' LEFT JOIN '.TICKET_THREAD_TABLE.' msg USING(ticket_id) '.
             ' INNER JOIN '.TICKET_EMAIL_INFO_TABLE.' emsg ON (msg.id = emsg.message_id) '.
             ' WHERE email_mid='.db_input($mid).' AND email='.db_input($email);
        $id=0;
        if(($res=db_query($sql)) && db_num_rows($res))
            list($id)=db_fetch_row($res);

        return $id;
    }

    /* Quick staff's tickets stats */
    function getStaffStats($staff) {
        global $cfg;

        /* Unknown or invalid staff */
        if(!$staff || (!is_object($staff) && !($staff=Staff::lookup($staff))) || !$staff->isStaff())
            return null;

        $where = array();
        $where2 = '';

        if(($teams=$staff->getTeams()))
            $where[] = 'ticket.team_id IN('.implode(',', db_input(array_filter($teams))).')';

        if(!$staff->showAssignedOnly() && ($depts=$staff->getDepts())) //Staff with limited access just see Assigned tickets.
            $where[] = 'ticket.dept_id IN('.implode(',', db_input($depts)).') ';

        if(!$cfg || !($cfg->showAssignedTickets() || $staff->showAssignedTickets()))
            $where2 =' AND (ticket.staff_id=0 OR ticket.staff_id='.db_input($staff->getId()).') ';
        $where = implode(' OR ', $where);
        if ($where) $where = 'AND ( '.$where.' ) ';

        $sql =  'SELECT \'open\', count( ticket.ticket_id ) AS tickets '
                .'FROM ' . TICKET_TABLE . ' ticket '
                .'WHERE ticket.status = \'open\' '
                .'AND ticket.isanswered =0 '
                . $where . $where2

                .'UNION SELECT \'answered\', count( ticket.ticket_id ) AS tickets '
                .'FROM ' . TICKET_TABLE . ' ticket '
                .'WHERE ticket.status = \'open\' '
                .'AND ticket.isanswered =1 '
                . $where

                .'UNION SELECT \'overdue\', count( ticket.ticket_id ) AS tickets '
                .'FROM ' . TICKET_TABLE . ' ticket '
                .'WHERE ticket.status = \'open\' '
                .'AND ticket.isoverdue =1 '
                . $where

                .'UNION SELECT \'assigned\', count( ticket.ticket_id ) AS tickets '
                .'FROM ' . TICKET_TABLE . ' ticket '
                .'WHERE ticket.status = \'open\' '
                .'AND ticket.staff_id = ' . db_input($staff->getId()) . ' '
                . $where

                .'UNION SELECT \'closed\', count( ticket.ticket_id ) AS tickets '
                .'FROM ' . TICKET_TABLE . ' ticket '
                .'WHERE ticket.status = \'closed\' '
                . $where;

        $res = db_query($sql);
        $stats = array();
        while($row = db_fetch_row($res)) {
            $stats[$row[0]] = $row[1];
        }
        return $stats;
    }

    /* Quick client's tickets stats
       @email - valid email.
     */
    function getClientStats($email) {

        if(!$email || !Validator::is_email($email))
            return null;
        if (!$user = User::lookup(array('emails__address'=>$email)))
            return null;

        $sql='SELECT count(open.ticket_id) as open, count(closed.ticket_id) as closed '
            .' FROM '.TICKET_TABLE.' ticket '
            .' LEFT JOIN '.TICKET_TABLE.' open
                ON (open.ticket_id=ticket.ticket_id AND open.status=\'open\') '
            .' LEFT JOIN '.TICKET_TABLE.' closed
                ON (closed.ticket_id=ticket.ticket_id AND closed.status=\'closed\')'
            .' WHERE ticket.user_id = '.db_input($user->getId());

        return db_fetch_array(db_query($sql));
    }

    /*
     * The mother of all functions...You break it you fix it!
     *
     *  $autorespond and $alertstaff overrides config settings...
     */
    function create($vars, &$errors, $origin, $autorespond=true, $alertstaff=true) {
        global $ost, $cfg, $thisclient, $_FILES;

        // Don't enforce form validation for email
        $field_filter = function($f) use ($origin) {
            // Ultimately, only offer validation errors for web for
            // non-internal fields. For email, no validation can be
            // performed. For other origins, validate as usual
            switch (strtolower($origin)) {
            case 'email':
                return false;
            case 'web':
                return !$f->get('private');
            default:
                return true;
            }
        };

        //Check for 403
        if ($vars['email']  && Validator::is_email($vars['email'])) {

            //Make sure the email address is not banned
            if(TicketFilter::isBanned($vars['email'])) {
                $errors['err']='Ticket denied. Error #403';
                $errors['errno'] = 403;
                $ost->logWarning('Ticket denied', 'Banned email - '.$vars['email']);
                return 0;
            }

            //Make sure the open ticket limit hasn't been reached. (LOOP CONTROL)
            if($cfg->getMaxOpenTickets()>0 && strcasecmp($origin,'staff')
                    && ($client=Client::lookupByEmail($vars['email']))
                    && ($openTickets=$client->getNumOpenTickets())
                    && ($openTickets>=$cfg->getMaxOpenTickets()) ) {

                $errors['err']="You've reached the maximum open tickets allowed.";
                $ost->logWarning('Ticket denied -'.$vars['email'],
                        sprintf('Max open tickets (%d) reached for %s ',
                            $cfg->getMaxOpenTickets(), $vars['email']));

                return 0;
            }
        }

        // Create and verify the dynamic form entry for the new ticket
        $form = TicketForm::getNewInstance();
        // If submitting via email, ensure we have a subject and such
        foreach ($form->getFields() as $field) {
            $fname = $field->get('name');
            if ($fname && isset($vars[$fname]) && !$field->value)
                $field->value = $field->parse($vars[$fname]);
        }

        if (!$form->isValid($field_filter))
            $errors += $form->errors();

        // Unpack dynamic variables into $vars for filter application
        foreach ($form->getFields() as $f)
            $vars['field.'.$f->get('id')] = $f->toString($f->getClean());

        // Unpack the basic user information
        $interesting = array('name', 'email');
        $user_form = UserForm::getUserForm()->getForm($vars);
        foreach ($user_form->getFields() as $f)
            if (in_array($f->get('name'), $interesting))
                $vars[$f->get('name')] = $f->toString($f->getClean());

        //Init ticket filters...
        $ticket_filter = new TicketFilter($origin, $vars);
        // Make sure email contents should not be rejected
        if($ticket_filter
                && ($filter=$ticket_filter->shouldReject())) {
            $errors['err']='Ticket denied. Error #403';
            $errors['errno'] = 403;
            $ost->logWarning('Ticket denied',
                    sprintf('Ticket rejected ( %s) by filter "%s"',
                        $vars['email'], $filter->getName()));

            return 0;
        }

        $id=0;
        $fields=array();
        $fields['message']  = array('type'=>'text',     'required'=>1, 'error'=>'Message required');
        switch (strtolower($origin)) {
            case 'web':
                $fields['topicId']  = array('type'=>'int',  'required'=>1, 'error'=>'Select help topic');
                break;
            case 'staff':
                $fields['deptId']   = array('type'=>'int',  'required'=>1, 'error'=>'Dept. required');
                $fields['topicId']  = array('type'=>'int',  'required'=>1, 'error'=>'Topic required');
                $fields['duedate']  = array('type'=>'date', 'required'=>0, 'error'=>'Invalid date - must be MM/DD/YY');
            case 'api':
                $fields['source']   = array('type'=>'string', 'required'=>1, 'error'=>'Indicate source');
                break;
            case 'email':
                $fields['emailId']  = array('type'=>'int',  'required'=>1, 'error'=>'Email unknown');
                break;
            default:
                # TODO: Return error message
                $errors['err']=$errors['origin'] = 'Invalid origin given';
        }

        if(!Validator::process($fields, $vars, $errors) && !$errors['err'])
            $errors['err'] ='Missing or invalid data - check the errors and try again';

        //Make sure the due date is valid
        if($vars['duedate']) {
            if(!$vars['time'] || strpos($vars['time'],':')===false)
                $errors['time']='Select time';
            elseif(strtotime($vars['duedate'].' '.$vars['time'])===false)
                $errors['duedate']='Invalid due date';
            elseif(strtotime($vars['duedate'].' '.$vars['time'])<=time())
                $errors['duedate']='Due date must be in the future';
        }

        if (!$errors) {

            if ($vars['uid'] && ($user = User::lookup($vars['uid']))) {
                $vars['email'] = $user->getEmail();
                $vars['name'] = $user->getName();
            }

            # Perform ticket filter actions on the new ticket arguments
            if ($ticket_filter) $ticket_filter->apply($vars);

            // Allow vars to be changed in ticket filter and applied to the user
            // account created or detected
            if (!$user) {
                $user_form = UserForm::getUserForm()->getForm($vars);
                if (!$user_form->isValid($field_filter)
                        || !($user=User::fromForm($user_form->getClean())))
                    $errors['user'] = 'Incomplete client information';
            }
        }

        //Any error above is fatal.
        if($errors)  return 0;

        # Some things will need to be unpacked back into the scope of this
        # function
        if (isset($vars['autorespond'])) $autorespond=$vars['autorespond'];

        // OK...just do it.
        $deptId=$vars['deptId']; //pre-selected Dept if any.
        $source=ucfirst($vars['source']);
        $topic=NULL;
        // Intenal mapping magic...see if we need to override anything
        if(isset($vars['topicId']) && ($topic=Topic::lookup($vars['topicId']))) { //Ticket created via web by user/or staff
            $deptId=$deptId?$deptId:$topic->getDeptId();
            $priority = $form->getAnswer('priority');
            if (!$priority || !$priority->getIdValue())
                $form->setAnswer('priority', null, $topic->getPriorityId());
            if($autorespond) $autorespond=$topic->autoRespond();
            $source=$vars['source']?$vars['source']:'Web';

            //Auto assignment.
            if (!isset($vars['staffId']) && $topic->getStaffId())
                $vars['staffId'] = $topic->getStaffId();
            elseif (!isset($vars['teamId']) && $topic->getTeamId())
                $vars['teamId'] = $topic->getTeamId();

            //set default sla.
            if(isset($vars['slaId']))
                $vars['slaId'] = $vars['slaId']?$vars['slaId']:$cfg->getDefaultSLAId();
            elseif($topic && $topic->getSLAId())
                $vars['slaId'] = $topic->getSLAId();

        }elseif($vars['emailId'] && !$vars['deptId'] && ($email=Email::lookup($vars['emailId']))) { //Emailed Tickets
            $deptId=$email->getDeptId();
            $priority = $form->getAnswer('priority');
            if (!$priority || !$priority->getIdValue())
                $form->setAnswer('priority', null, $email->getPriorityId());
            if($autorespond) $autorespond=$email->autoRespond();
            $email=null;
            $source='Email';
        }
        //Last minute checks
        $priority = $form->getAnswer('priority');
        if (!$priority || !$priority->getIdValue())
            $form->setAnswer('priority', null, $cfg->getDefaultPriorityId());
        $deptId=$deptId?$deptId:$cfg->getDefaultDeptId();
        $topicId=$vars['topicId']?$vars['topicId']:0;
        $ipaddress=$vars['ip']?$vars['ip']:$_SERVER['REMOTE_ADDR'];

        //We are ready son...hold on to the rails.
        $extId=Ticket::genExtRandID();
        $sql='INSERT INTO '.TICKET_TABLE.' SET created=NOW() '
            .' ,lastmessage= NOW()'
            .' ,user_id='.db_input($user->id)
            .' ,ticketID='.db_input($extId)
            .' ,dept_id='.db_input($deptId)
            .' ,topic_id='.db_input($topicId)
            .' ,ip_address='.db_input($ipaddress)
            .' ,source='.db_input($source);

        //Make sure the origin is staff - avoid firebug hack!
        if($vars['duedate'] && !strcasecmp($origin,'staff'))
             $sql.=' ,duedate='.db_input(date('Y-m-d G:i',Misc::dbtime($vars['duedate'].' '.$vars['time'])));


        if(!db_query($sql) || !($id=db_insert_id()) || !($ticket =Ticket::lookup($id)))
            return null;

        /* -------------------- POST CREATE ------------------------ */

        if(!$cfg->useRandomIds()) {
            //Sequential ticketIDs support really..really suck arse.
            $extId=$id; //To make things really easy we are going to use autoincrement ticket_id.
            db_query('UPDATE '.TICKET_TABLE.' SET ticketID='.db_input($extId).' WHERE ticket_id='.$id.' LIMIT 1');
            //TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable]
        }

        // Save the (common) dynamic form
        $form->setTicketId($id);
        $form->save();
        $ticket->loadDynamicData();

        $dept = $ticket->getDept();

        //post the message.
        unset($vars['cannedattachments']); //Ticket::open() might have it set as part of  open & respond.
        $vars['title'] = $vars['subject']; //Use the initial subject as title of the post.
        $message = $ticket->postMessage($vars , $origin, false);

        // Configure service-level-agreement for this ticket
        $ticket->selectSLAId($vars['slaId']);

        //Auto assign staff or team - auto assignment based on filter rules.
        if($vars['staffId'] && !$vars['assignId'])
             $ticket->assignToStaff($vars['staffId'], 'Auto Assignment');
        if($vars['teamId'] && !$vars['assignId'])
            $ticket->assignToTeam($vars['teamId'], 'Auto Assignment');

        /**********   double check auto-response  ************/
        //Override auto responder if the FROM email is one of the internal emails...loop control.
        if($autorespond && (Email::getIdByEmail($ticket->getEmail())))
            $autorespond=false;

        # Messages that are clearly auto-responses from email systems should
        # not have a return 'ping' message
        if ($autorespond && $message && $message->isAutoResponse())
            $autorespond=false;

        //Don't auto respond to mailer daemons.
        if( $autorespond &&
            (strpos(strtolower($vars['email']),'mailer-daemon@')!==false
             || strpos(strtolower($vars['email']),'postmaster@')!==false)) {
            $autorespond=false;
        }

        //post canned auto-response IF any (disables new ticket auto-response).
        if ($vars['cannedResponseId']
            && $ticket->postCannedReply($vars['cannedResponseId'], $message->getId(), $autorespond)) {
                $ticket->markUnAnswered(); //Leave the ticket as unanswred.
                $autorespond = false;
        }

        //Check department's auto response settings
        // XXX: Dept. setting doesn't affect canned responses.
        if($autorespond && $dept && !$dept->autoRespONNewTicket())
            $autorespond=false;

        /***** See if we need to send some alerts ****/
        $ticket->onNewTicket($message, $autorespond, $alertstaff);

        /************ check if the user JUST reached the max. open tickets limit **********/
        if($cfg->getMaxOpenTickets()>0
                    && ($client=$ticket->getClient())
                    && ($client->getNumOpenTickets()==$cfg->getMaxOpenTickets())) {
            $ticket->onOpenLimit(($autorespond && strcasecmp($origin, 'staff')));
        }

        /* Start tracking ticket lifecycle events */
        $ticket->logEvent('created');

        /* Phew! ... time for tea (KETEPA) */
//Add status to the ticket
$ticket
-
>setTicketStatus(16, 1);
        return $ticket;
    }

    function open($vars, &$errors) {
        global $thisstaff, $cfg;

        if(!$thisstaff || !$thisstaff->canCreateTickets()) return false;

        if($vars['source'] && !in_array(strtolower($vars['source']),array('email','phone','other')))
            $errors['source']='Invalid source - '.Format::htmlchars($vars['source']);

        if (!$vars['uid']) {
            //Special validation required here
            if (!$vars['email'] || !Validator::is_email($vars['email']))
                $errors['email'] = 'Valid email required';

            if (!$vars['name'])
                $errors['name'] = 'Name required';
        }

        if(!($ticket=Ticket::create($vars, $errors, 'staff', false, (!$vars['assignId']))))
            return false;

        $vars['msgId']=$ticket->getLastMsgId();

        // post response - if any
        $response = null;
        if($vars['response'] && $thisstaff->canPostReply()) {
            $vars['response'] = $ticket->replaceVars($vars['response']);
            if(($response=$ticket->postReply($vars, $errors, false))) {
                //Only state supported is closed on response
                if(isset($vars['ticket_state']) && $thisstaff->canCloseTickets())
                    $ticket->setState($vars['ticket_state']);
            }
        }

        //Post Internal note
        if($vars['assignId'] && $thisstaff->canAssignTickets()) { //Assign ticket to staff or team.
            $ticket->assign($vars['assignId'], $vars['note']);
        } elseif($vars['note']) { //Not assigned...save optional note if any
            $ticket->logNote('New Ticket', $vars['note'], $thisstaff, false);
        } else { //Not assignment and no internal note - log activity
            $ticket->logActivity('New Ticket by Staff','Ticket created by staff -'.$thisstaff->getName());
        }

        $ticket->reload();

        if(!$cfg->notifyONNewStaffTicket() || !isset($vars['alertuser']))
            return $ticket; //No alerts.

        //Send Notice to user --- if requested AND enabled!!

        $dept=$ticket->getDept();
        if(!$dept || !($tpl=$dept->getTemplate()))
            $tpl=$cfg->getDefaultTemplate();

        if(!$dept || !($email=$dept->getEmail()))
            $email =$cfg->getDefaultEmail();

        if($tpl && ($msg=$tpl->getNewTicketNoticeMsgTemplate()) && $email) {

            $message = $vars['message'];
            if($response) {
                $message .= ($cfg->isHtmlThreadEnabled()) ? "<br><br>" : "\n\n";
                $message .= $response->getBody();
            }

            if($vars['signature']=='mine')
                $signature=$thisstaff->getSignature();
            elseif($vars['signature']=='dept' && $dept && $dept->isPublic())
                $signature=$dept->getSignature();
            else
                $signature='';

            $attachments =($cfg->emailAttachments() && $response)?$response->getAttachments():array();

            $msg = $ticket->replaceVars($msg->asArray(), array(
                'message' => $message,
                'signature' => $signature,
                'response' => ($response) ? $response->getBody() : '',
            ));

            if($cfg->stripQuotedReply() && ($tag=trim($cfg->getReplySeparator())))
                $msg['body'] = "<p style=\"display:none\">$tag<p>".$msg['body'];

            $references = $ticket->getLastMessage()->getEmailMessageId();
            if (isset($response))
                $references = array($response->getEmailMessageId(), $references);
            $options = array('references' => $references);
            $email->send($ticket->getEmail(), $msg['subj'], $msg['body'], $attachments,
                $options);
        }

        return $ticket;

    }

    function checkOverdue() {

        $sql='SELECT ticket_id FROM '.TICKET_TABLE.' T1 '
            .' LEFT JOIN '.SLA_TABLE.' T2 ON (T1.sla_id=T2.id AND T2.isactive=1) '
            .' WHERE status=\'open\' AND isoverdue=0 '
            .' AND ((reopened is NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),T1.created))>=T2.grace_period*3600) '
            .' OR (reopened is NOT NULL AND duedate is NULL AND TIME_TO_SEC(TIMEDIFF(NOW(),reopened))>=T2.grace_period*3600) '
            .' OR (duedate is NOT NULL AND duedate<NOW()) '
            .' ) ORDER BY T1.created LIMIT 50'; //Age upto 50 tickets at a time?
        //echo $sql;
        if(($res=db_query($sql)) && db_num_rows($res)) {
            while(list($id)=db_fetch_row($res)) {
                if(($ticket=Ticket::lookup($id)) && $ticket->markOverdue())
                    $ticket->logActivity('Ticket Marked Overdue', 'Ticket flagged as overdue by the system.');
            }
        } else {
            //TODO: Trigger escalation on already overdue tickets - make sure last overdue event > grace_period.

        }
   }

}
?>