function update($var,&$errors) {
         global $cfg,$thisuser;

         $fields=array();
         $fields['name']     = array('type'=>'string',   'required'=>1, 'error'=>'Name required');
         $fields['email']    = array('type'=>'email',    'required'=>1, 'error'=>'Email is required');
         $fields['note']     = array('type'=>'text',     'required'=>1, 'error'=>'Reason for the update required');
         $fields['subject']  = array('type'=>'string',   'required'=>1, 'error'=>'Subject required');
         $fields['pri']      = array('type'=>'int',      'required'=>0, 'error'=>'Invalid Priority');
         $fields['phone']    = array('type'=>'phone',    'required'=>0, 'error'=>'Valid phone # required');
         $fields['duedate']  = array('type'=>'date',    'required'=>0, 'error'=>'Invalid date - must be MM/DD/YY');
         $fields['franstaff_id']  = array('type'=>'string',     'required'=>0, 'error'=>'Franchisees Staff ID required');
         $fields['fran_id']  = array('type'=>'string',     'required'=>1, 'error'=>'Franchisee is Required');
         
		 $params = new Validator($fields);
         if(!$params->validate($var)){
             $errors=array_merge($errors,$params->errors());
         }

         if($var['duedate']){
             if($this->isClosed())
                 $errors['duedate']='Duedate can NOT be set on a closed ticket';
             elseif(!$var['time'] || strpos($var['time'],':')===false)
                 $errors['time']='Select time';
             elseif(strtotime($var['duedate'].' '.$var['time'])===false)
                 $errors['duedate']='Invalid duedate';
             elseif(strtotime($var['duedate'].' '.$var['time'])<=time())
                 $errors['duedate']='Due date must be in the future';
         }

        //Make sure phone extension is valid
        if($var['phone_ext'] ) {
            if(!is_numeric($var['phone_ext']) && !$errors['phone'])
                $errors['phone']='Invalid phone ext.';
            elseif(!$var['phone']) //make sure they just didn't enter ext without phone #
                $errors['phone']='Phone number required';
        }
        
 
         if(!$errors){
             $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW() '.
                  ',email='.db_input($var['email']).
                  ',name='.db_input(Format::striptags($var['name'])).
                  ',subject='.db_input(Format::striptags($var['subject'])).
                  ',phone='.db_input($var['phone']).
                  ',phone_ext='.db_input($var['phone_ext']?$var['phone_ext']:NULL).
                  ',priority_id='.db_input($var['pri']).
				  ',franstaff_id='.db_input(Format::striptags($var['franstaff_id'])).
				  ',fran_id='.db_input(Format::striptags($var['fran_id'])).
                  ',duedate='.($var['duedate']?db_input(date('Y-m-d G:i',Misc::dbtime($var['duedate'].' '.$var['time']))):'NULL');
             if($var['duedate']) { //We are setting new duedate...
                 $sql.=',isoverdue=0';
             }
             $sql.=' WHERE ticket_id='.db_input($this->getId());
             //echo $sql;
             if(db_query($sql)){
                 $this->postNote('Ticket Edit',$var['note']);
                 $this->reload();
                 return true;
             }
         }

         return false;
    }




    /*
     * The mother of all functions...You break it you fix it!
     *
     *  $autorespond and $alertstaff overwrites config info...
     */      
    function create($var,&$errors,$origin,$autorespond=true,$alertstaff=true) {
        global $cfg,$thisclient,$_FILES;
        
        $id=0;
        $fields=array();
        $fields['name']     = array('type'=>'string',   'required'=>1, 'error'=>'Name required');
        $fields['email']    = array('type'=>'email',    'required'=>1, 'error'=>'Valid email required');
        $fields['subject']  = array('type'=>'string',   'required'=>1, 'error'=>'Subject required');
        $fields['message']  = array('type'=>'text',     'required'=>1, 'error'=>'Message required');
		$fields['franstaff_id']  = array('type'=>'string',     'required'=>0, 'error'=>'Franchisees Staff ID required');
        $fields['fran_id']  = array('type'=>'string',     'required'=>1, 'error'=>'Franchisee is required');
        if(strcasecmp($origin,'web')==0) { //Help topic only applicable on web tickets.
            $fields['topicId']  = array('type'=>'int',      'required'=>1, 'error'=>'Select help topic');
        }elseif(strcasecmp($origin,'staff')==0){ //tickets created by staff...e.g on callins.
            $fields['topicId']  = array('type'=>'int',   'required'=>1, 'error'=>'Select help topic please');            
            $fields['deptId']   = array('type'=>'int',      'required'=>1, 'error'=>'Dept. required');
            $fields['source']   = array('type'=>'string',   'required'=>1, 'error'=>'Indicate source');
            $fields['duedate']  = array('type'=>'date',    'required'=>0, 'error'=>'Invalid date - must be MM/DD/YY');
        }else { //Incoming emails
            $fields['emailId']  = array('type'=>'int',  'required'=>1, 'error'=>'Email unknown');
        }
        $fields['pri']      = array('type'=>'int',      'required'=>0, 'error'=>'Invalid Priority');
        $fields['phone']    = array('type'=>'phone',    'required'=>0, 'error'=>'Valid phone # required');
        
        $validate = new Validator($fields);
        if(!$validate->validate($var)){
            $errors=array_merge($errors,$validate->errors());
        }
        
        //Make sure the email is not banned
        if(!$errors && BanList::isbanned($var['email']))
            $errors['err']='Ticket denied Error #403';

        if(!$errors && $thisclient && strcasecmp($thisclient->getEmail(),$var['email']))
            $errors['email']='Email mismatch.';

        //Make sure phone extension is valid
        if($var['phone_ext'] ) {
            if(!is_numeric($var['phone_ext']) && !$errors['phone'])
                $errors['phone']='Invalid phone ext.';
            elseif(!$var['phone']) //make sure they just didn't enter ext without phone #
                $errors['phone']='Phone number required';
        }

        //Make sure the due date is valid
        if($var['duedate']){
            if(!$var['time'] || strpos($var['time'],':')===false)
                $errors['time']='Select time';
            elseif(strtotime($var['duedate'].' '.$var['time'])===false)
                $errors['duedate']='Invalid duedate';
            elseif(strtotime($var['duedate'].' '.$var['time'])<=time())
                $errors['duedate']='Due date must be in the future';
        }

        //check attachment..if any is set ...only set on webbased tickets..
        if($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments()) {
            if(!$cfg->canUploadFileType($_FILES['attachment']['name']))
                $errors['attachment']='Invalid file type [ '.$_FILES['attachment']['name'].' ]';
            elseif($_FILES['attachment']['size']>$cfg->getMaxFileSize())
                $errors['attachment']='File is too big. Max '.$cfg->getMaxFileSize().' bytes allowed';
        }

        //check ticket limits..if limit set is >0 
        //TODO: Base ticket limits on SLA...
        if(($var['email'] && !$errors && $cfg->getMaxOpenTickets()>0)){
            $openTickets=Ticket::getOpenTicketsByEmail($var['email']);
            if($openTickets>=$cfg->getMaxOpenTickets()) {
                $errors['err']="You've reached the maximum open tickets allowed.";
                //Send the notice only once (when the limit is reached) incase of autoresponders at client end.
                if($cfg->getMaxOpenTickets()==$openTickets && $cfg->sendOverlimitNotice()) {

                    if($var['deptId'])
                        $dept = new Dept($var['deptId']);
                    
                    if(!$dept || !($tplId=$dept->getTemplateId()))
                        $tplId=$cfg->getDefaultTemplateId();

                    $sql='SELECT ticket_overlimit_subj,ticket_overlimit_body FROM '.EMAIL_TEMPLATE_TABLE.
                        ' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId);
                    $resp=db_query($sql);
                    if(db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){

                        $body = str_replace("%name", $var['name'],$body);
                        $body = str_replace("%email",$var['email'],$body);
                        $body = str_replace("%url", $cfg->getBaseUrl(),$body);
                        $body = str_replace('%signature',($dept && $dept->isPublic())?$dept->getSignature():'',$body);

                        if(!$dept || !($email=$dept->getAutoRespEmail()))
                            $email=$cfg->getDefaultEmail();
                        
                        if($email)
                            $email->send($var['email'],$subj,$body);
                    }
                }
                //Alert admin...this might be spammy (no option to disable)...but it is helpful..I think.
                $msg='Support ticket request denied for '.$var['email']."\n".
                     'Open ticket:'.$openTickets."\n".
                     'Max Allowed:'.$cfg->getMaxOpenTickets()."\n";
                Sys::alertAdmin('Overlimit Notice',$msg);
            }
        }

        //Any error above is fatal.
        if($errors) { return 0; }
        
   		// OK...just do it.
        $deptId=$var['deptId']; //pre-selected Dept if any.
        $topicId=$var['topicId']; // added by Masino Sinaga, October 13, 2009
        $priorityId=$var['pri'];
        $source=ucfirst($var['source']);
        $topic=NULL;
        // Intenal mapping magic...see if we need to overwrite anything
        if(isset($var['topicId']) && !$var['deptId']) { //Ticket created via web by user

            if($var['topicId'] && ($topic= new Topic($var['topicId'])) && $topic->getId()) {
                $deptId=$topic->getDeptId();
                $priorityId=$priorityId?$priorityId:$topic->getPriorityId();
                $topicDesc=$topic->getName();
                if($autorespond)
                    $autorespond=$topic->autoRespond();
            }
            $source='Web';
        }elseif($var['emailId'] && !$var['deptId']) { //Emailed Tickets
            $email= new Email($var['emailId']);
            if($email && $email->getId()){
                $deptId=$email->getDeptId();
                $priorityId=$priorityId?$priorityId:$email->getPriorityId();
                if($autorespond)
                    $autorespond=$email->autoRespond();
            }
            $email=null;
            $source='Email';
    	}elseif($var['deptId']){ //Opened by staff.
            $deptId=$var['deptId'];
            $source=ucfirst($var['source']);
 
            // Begin of MOD by Masino Sinaga, October 13, 2009, mod Help Topic in RC5
            $topic= new Topic($topicId);
            $priorityId=$priorityId?$priorityId:$topic->getPriorityId();
            $topicDesc=$topic->getName();
            if($autorespond)
                $autorespond=$topic->autoRespond();
            // End of MOD by Masino Sinaga, October 13, 2009, mod Help Topic in RC5            
        }
        //Last minute checks
        $priorityId=$priorityId?$priorityId:$cfg->getDefaultPriorityId();
        $deptId=$deptId?$deptId:$cfg->getDefaultDeptId();
        $ipaddress=$var['ip']?$var['ip']:$_SERVER['REMOTE_ADDR'];
        
        //We are ready son...hold on to the rails.
        $extId=Ticket::genExtRandID();
        $sql=   'INSERT INTO '.TICKET_TABLE.' SET created=NOW() '.
                ',ticketID='.db_input($extId).
                ',dept_id='.db_input($deptId).
                ',priority_id='.db_input($priorityId).
                ',email='.db_input($var['email']).
                ',name='.db_input(Format::striptags($var['name'])).
                ',subject='.db_input(Format::striptags($var['subject'])).
                ',topic='.db_input(Format::striptags($topicDesc)).
                ',phone='.db_input($var['phone']).
                ',phone_ext='.db_input($var['phone_ext']?$var['phone_ext']:'').
                ',ip_address='.db_input($ipaddress).      
				',franstaff_id='.db_input(Format::striptags($var['franstaff_id'])).
				',fran_id='.db_input(Format::striptags($var['fran_id'])).
                ',source='.db_input($source);

        //Make sure the origin is staff - avoid firebug hack!
        if($var['duedate'] && !strcasecmp($origin,'staff'))
             $sql.=',duedate='.db_input(date('Y-m-d G:i',Misc::dbtime($var['duedate'].' '.$var['time'])));

        //echo $sql;
        $ticket=null;
        //return $ticket;
        if(db_query($sql) && ($id=db_insert_id())){

            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); 
                //TODO: RETHING what happens if this fails?? [At the moment on failure random ID is used...making stuff usable]
            }
            //Load newly created ticket.
            $ticket = new Ticket($id);
            //post the message.
            $msgid=$ticket->postMessage($var['message'],$source,$var['mid'],$var['header'],true);
            //TODO: recover from postMessage error??
            //Upload attachments...web based.
            if($_FILES['attachment']['name'] && $cfg->allowOnlineAttachments() && $msgid) {    
                if(!$cfg->allowAttachmentsOnlogin() || ($cfg->allowAttachmentsOnlogin() && ($thisclient && $thisclient->isValid()))) {
                    $ticket->uploadAttachment($_FILES['attachment'],$msgid,'M');
                    //TODO: recover from upload issues?
                }
            }
            
            $dept=$ticket->getDept();

            if(!$dept || !($tplId=$dept->getTemplateId()))
                $tplId=$cfg->getDefaultTemplateId();

            //Overwrite auto responder if the FROM email is one of the internal emails...loop control.
            if($autorespond && (Email::getIdByEmail($ticket->getEmail())))
                $autorespond=false;

            //SEND OUT NEW TICKET AUTORESP && ALERTS.
            //New Ticket AutoResponse..
            if($autorespond && $cfg->autoRespONNewTicket() && $dept->autoRespONNewTicket()){
                                                

                $sql='SELECT ticket_autoresp_subj,ticket_autoresp_body FROM '.EMAIL_TEMPLATE_TABLE.
                    ' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId);
                if(($resp=db_query($sql)) && db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){
                    $body=$ticket->replaceTemplateVars($body);
                    $subj=$ticket->replaceTemplateVars($subj);
                    $body = str_replace('%message',($var['issue']?$var['issue']:$var['message']),$body);
                    $body = str_replace('%signature',($dept && $dept->isPublic())?$dept->getSignature():'',$body);

                    if(!$dept || !($email=$dept->getAutoRespEmail()))
                        $email=$cfg->getDefaultEmail();

                    if($email){
                        //Reply separator tag.                        
                        if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()))
                            $body ="\n$tag\n\n".$body;
                        $email->send($ticket->getEmail(),$subj,$body);
                    }
                }else {
                    Sys::log(LOG_WARNING,'Template Fetch Error',"Unable to fetch autoresponse template #$tplId");
                }


            }

            //If enabled...send alert to staff (New Ticket Alert)
            if($alertstaff && $cfg->alertONNewTicket() && is_object($ticket)){

                $sql='SELECT ticket_alert_subj,ticket_alert_body FROM '.EMAIL_TEMPLATE_TABLE.
                    ' WHERE cfg_id='.db_input($cfg->getId()).' AND tpl_id='.db_input($tplId);
                if(($resp=db_query($sql)) && db_num_rows($resp) && list($subj,$body)=db_fetch_row($resp)){

                    $body=$ticket->replaceTemplateVars($body);
                    $subj=$ticket->replaceTemplateVars($subj);
                    $body = str_replace('%message',($var['issue']?$var['issue']:$var['message']),$body);
                    if(!($email=$cfg->getAlertEmail()))
                        $email =$cfg->getDefaultEmail();
                   
                    if($email && $email->getId()) {
                        $sentlist=array();
                        //Admin Alert.
                        if($cfg->alertAdminONNewTicket()){
                            $alert = str_replace("%staff",'Admin',$body);    
                            $email->send($cfg->getAdminEmail(),$subj,$alert);
                            $sentlist[]=$cfg->getAdminEmail();
                        }
                        //get the list
                        $recipients=array();
                        //Dept. Manager
                        if($cfg->alertDeptManagerONNewTicket()) {
                            $recipients[]=$dept->getManager();
                        }
                        //Staff members
                        if($cfg->alertDeptMembersONNewTicket()) {
                            $sql='SELECT staff_id FROM '.STAFF_TABLE.' WHERE onvacation=0 AND dept_id='.db_input($dept->getId());
                            if(($users=db_query($sql)) && db_num_rows($users)) {
                                while(list($id)=db_fetch_row($users))
                                    $recipients[]= new Staff($id);
                            }
                        }
                        foreach( $recipients as $k=>$staff){
                            if(!$staff || !is_object($staff) || !$staff->isAvailable()) continue;
                            if(in_array($staff->getEmail(),$sentlist)) continue; //avoid duplicate emails.
                            $alert = str_replace("%staff",$staff->getFirstName(),$body);
                            $email->send($staff->getEmail(),$subj,$alert);
                            $sentlist[]=$staff->getEmail();
                        }
                    }
                }else {
                    Sys::log(LOG_WARNING,'Template Fetch Error',"Unable to fetch 'new ticket' alert template #$tplId");
                }
            }
        }
        return $ticket;
    }