<?php
/*+***********************************************************************************
 * The contents of this file are subject to the vtiger CRM Public License Version 1.0
 * ("License"); You may not use this file except in compliance with the License
 * The Original Code is:  vtiger CRM Open Source
 * The Initial Developer of the Original Code is vtiger.
 * Portions created by vtiger are Copyright (C) vtiger.
 * All Rights Reserved.
 *************************************************************************************/

require_once 'modules/Emails/mail.php';

class HelpDeskHandler extends VTEventHandler {

	function handleEvent($eventName, $entityData) {
		global $log, $adb;

		if($eventName == 'vtiger.entity.aftersave.final') {
			$moduleName = $entityData->getModuleName();
			if ($moduleName == 'HelpDesk') {
				$ticketId = $entityData->getId();
				$adb->pquery('UPDATE vtiger_ticketcf SET from_portal=0 WHERE ticketid=?', array($ticketId));
			}
		}
		
		// Создаем уведомление при создании новой заявки
		// Используем aftersave.final, чтобы ID точно был присвоен
		if($eventName == 'vtiger.entity.aftersave.final') {
			$moduleName = $entityData->getModuleName();
			if ($moduleName == 'HelpDesk' && $entityData->isNew()) {
				try {
					$this->createTicketNotification($entityData);
				} catch (Exception $e) {
					// Логируем ошибку, но не останавливаем создание заявки
					file_put_contents('logs/helpdesk_notifications.log', date('Y-m-d H:i:s').' - ОШИБКА: '.$e->getMessage().PHP_EOL, FILE_APPEND);
				}
			}
		}
	}
	
	/**
	 * Создание уведомления для ответственного при создании новой заявки
	 */
	function createTicketNotification($entityData) {
		global $adb;
		
		// getId() в этом контексте возвращает уже числовой ID, а не WebService ID
		$ticketId = $entityData->getId();
		if (empty($ticketId)) {
			return false;
		}
		
		$ticketNo = $entityData->get('ticket_no');
		$ticketTitle = $entityData->get('ticket_title');
		$wsAssignedUserId = $entityData->get('assigned_user_id');
		
		if (empty($wsAssignedUserId)) {
			return false;
		}
		
		// assigned_user_id может быть как в WebService формате (19x8), так и просто числом (8)
		if (strpos($wsAssignedUserId, 'x') !== false) {
			$userIdParts = explode('x', $wsAssignedUserId);
			$userId = $userIdParts[1];
		} else {
			$userId = $wsAssignedUserId;
		}
		
		// Формируем текст уведомления
		// Обрезаем заголовок до 80 символов для краткости
		$shortTitle = mb_strlen($ticketTitle) > 80 ? mb_substr($ticketTitle, 0, 80) . '...' : $ticketTitle;
		$notificationTitle = "Новая заявка " . $ticketNo . " - " . $shortTitle;
		
		// Формируем ссылку на заявку (VDNotifierPro убирает index.php? из ссылки)
		$ticketLink = "module=HelpDesk&view=Detail&record=" . $ticketId;
		
		// Проверяем, нет ли уже непрочитанного уведомления для этой заявки
		$checkQuery = "SELECT id FROM vtiger_vdnotifierpro WHERE userid = ? AND crmid = ? AND modulename = 'HelpDesk' AND status = 5";
		$checkResult = $adb->pquery($checkQuery, array($userId, $ticketId));
		
		if ($adb->num_rows($checkResult) > 0) {
			// Обновляем существующее уведомление
			$existingId = $adb->query_result($checkResult, 0, 'id');
			$updateQuery = "UPDATE vtiger_vdnotifierpro SET title = ?, modifiedtime = NOW() WHERE id = ?";
			$adb->pquery($updateQuery, array($notificationTitle, $existingId));
			
			return $existingId;
		} else {
			// Создаем новое уведомление
			$insertQuery = "INSERT INTO vtiger_vdnotifierpro (userid, modulename, crmid, modiuserid, link, title, action, modifiedtime, status) VALUES (?, 'HelpDesk', ?, 0, ?, ?, '', NOW(), 5)";
			$adb->pquery($insertQuery, array($userId, $ticketId, $ticketLink, $notificationTitle));
			
			$notificationId = $adb->getLastInsertID();
			return $notificationId;
		}
	}
}

function HelpDesk_nofifyOnPortalTicketCreation($entityData) {
	global $HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID;
	$adb = PearDatabase::getInstance();
	$moduleName = $entityData->getModuleName();
	$wsId = $entityData->getId();
	$parts = explode('x', $wsId);
	$entityId = $parts[1];

	$ownerIdInfo = getRecordOwnerId($entityId);
	if(!empty($ownerIdInfo['Users'])) {
		$ownerId = $ownerIdInfo['Users'];
		$to_email = getUserEmailId('id',$ownerId);
	}
	if(!empty($ownerIdInfo['Groups'])) {
		$ownerId = $ownerIdInfo['Groups'];
		$to_email = implode(',', getDefaultAssigneeEmailIds($ownerId));
	}
	$wsParentId = $entityData->get('contact_id');
	$parentIdParts = explode('x', $wsParentId);
	$parentId = $parentIdParts[1];
        
        //SalesPlatform.ru begin
        $subject = " [ ".getTranslatedString('Ticket No', $moduleName)." ".$entityData->get('ticket_no')." ] ".$entityData->get('ticket_title');
	$contents = " ".getTranslatedString('Ticket No', $moduleName)." ".$entityData->get('ticket_no'). "<br> ".getTranslatedString('Ticket ID', $moduleName).": ".$entityId."<br> ".getTranslatedString('Ticket Title', $moduleName).": ".
							$entityData->get('ticket_title')."<br><br>".$entityData->get('description');
	/*$subject = "[From Portal] " .$entityData->get('ticket_no')." [ Ticket ID : $entityId ] ".$entityData->get('ticket_title');
	$contents = ' Ticket No : '.$entityData->get('ticket_no'). '<br> Ticket ID : '.$entityId.'<br> Ticket Title : '.
							$entityData->get('ticket_title').'<br><br>'.$entityData->get('description');*/
        //SalesPlatform.ru end 
        
	//get the contact email id who creates the ticket from portal and use this email as from email id in email
	$result = $adb->pquery("SELECT email, concat (firstname,' ',lastname) as name FROM vtiger_contactdetails WHERE contactid=?", array($parentId));
	$contact_email = $adb->query_result($result,0,'email');
	$name = $adb->query_result($result, 0, 'name');
	$from_email = $contact_email;

	//send mail to assigned to user
	$mail_status = send_mail('HelpDesk',$to_email,$name,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$contents);

	//send mail to the customer(contact who creates the ticket from portal)
	$mail_status = send_mail('Contacts',$contact_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$contents);
}

function HelpDesk_notifyOnPortalTicketComment($entityData) {
	$adb = PearDatabase::getInstance();
	$moduleName = $entityData->getModuleName();
	$wsId = $entityData->getId();
	$parts = explode('x', $wsId);
	$entityId = $parts[1];

	$ownerIdInfo = getRecordOwnerId($entityId);

	if(!empty($ownerIdInfo['Users'])) {
		$ownerId = $ownerIdInfo['Users'];
		$ownerName = getOwnerName($ownerId);
		$to_email = getUserEmailId('id',$ownerId);
	}
	if(!empty($ownerIdInfo['Groups'])) {
		$ownerId = $ownerIdInfo['Groups'];
		$groupInfo = getGroupName($ownerId);
		$ownerName = $groupInfo[0];
		$to_email = implode(',', getDefaultAssigneeEmailIds($ownerId));
	}
	$wsParentId = $entityData->get('contact_id');
	$parentIdParts = explode('x', $wsParentId);
	$parentId = $parentIdParts[1];

	$entityDelta = new VTEntityDelta();
	$oldComments = $entityDelta->getOldValue($entityData->getModuleName(), $entityId, 'comments');
	$newComments = $entityDelta->getCurrentValue($entityData->getModuleName(), $entityId, 'comments');
	$commentDiff = str_replace($oldComments, '', $newComments);
	$latestComment = strip_tags($commentDiff);

	//send mail to the assigned to user when customer add comment
	$subject = getTranslatedString('LBL_RESPONSE_TO_TICKET_NUMBER', $moduleName). ' : ' .$entityData->get('ticket_no'). ' ' .getTranslatedString('LBL_CUSTOMER_PORTAL', $moduleName);
	$contents = getTranslatedString('Dear', $moduleName)." ".$ownerName.","."<br><br>"
						.getTranslatedString('LBL_CUSTOMER_COMMENTS', $moduleName)."<br><br>
						<b>".$latestComment."</b><br><br>"
						.getTranslatedString('LBL_RESPOND', $moduleName)."<br><br>"
						.getTranslatedString('LBL_REGARDS', $moduleName)."<br>"
						.getTranslatedString('LBL_SUPPORT_ADMIN', $moduleName);

	//get the contact email id who creates the ticket from portal and use this email as from email id in email
	$result = $adb->pquery("SELECT lastname, firstname, email FROM vtiger_contactdetails WHERE contactid=?", array($parentId));
	$customername = $adb->query_result($result,0,'firstname').' '.$adb->query_result($result,0,'lastname');
	$customername = decode_html($customername);//Fix to display the original UTF-8 characters in sendername instead of ascii characters
	$from_email = $adb->query_result($result,0,'email');

	send_mail('HelpDesk',$to_email,'',$from_email,$subject,$contents);
}

function HelpDesk_notifyParentOnTicketChange($entityData) {
	global $HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID;
	$adb = PearDatabase::getInstance();
	$moduleName = $entityData->getModuleName();
	$wsId = $entityData->getId();
	$parts = explode('x', $wsId);
	$entityId = $parts[1];

	$isNew = $entityData->isNew();

	if(!$isNew) {
		$reply = 'Re : ';
	} else {
		$reply = '';
	}

// SalesPlatform.ru begin
        $subject =  ' [ '.getTranslatedString('Ticket No', $moduleName)
						.' '.$entityData->get('ticket_no').' ] '.$reply.$entityData->get('ticket_title');
	$bodysubject = getTranslatedString('Ticket No', $moduleName) ." " . $entityData->get('ticket_no') . "<br>"
						.getTranslatedString('LBL_SUBJECT', $moduleName) . " " . $entityData->get('ticket_title') . "<br>"
						.getTranslatedString('Status', $moduleName) . ": " . getTranslatedString($entityData->get('ticketstatus'), $moduleName);
//	$subject = $entityData->get('ticket_no') . " [ Ticket Id : $entityId ] " . $reply . $entityData->get('ticket_title');
// SalesPlatform.ru end

	$emailoptout = 0;
	$wsContactId = $entityData->get('contact_id');
	$contactId = explode('x', $wsContactId);
	$wsAccountId = $entityData->get('parent_id');
	$accountId = explode('x', $wsAccountId);
	//To get the emailoptout vtiger_field value and then decide whether send mail about the tickets or not
	if(!empty($contactId[0])) {
		$result = $adb->pquery('SELECT email, emailoptout, lastname, firstname FROM vtiger_contactdetails WHERE
						contactid=?', array($contactId[1]));
		$emailoptout = $adb->query_result($result,0,'emailoptout');
		$parent_email = $contact_mailid = $adb->query_result($result,0,'email');
		$parentname = $adb->query_result($result,0,'firstname').' '.$adb->query_result($result,0,'firstname');

		//Get the status of the vtiger_portal user. if the customer is active then send the vtiger_portal link in the mail
		if($parent_email != '') {
			$sql = "SELECT * FROM vtiger_portalinfo WHERE user_name=?";
			$isPortalUser = $adb->query_result($adb->pquery($sql, array($contact_mailid)),0,'isactive');
		}
	} elseif(!empty($accountId[0])) {
		$result = $adb->pquery("SELECT accountname, emailoptout, email1 FROM vtiger_account WHERE accountid=?",
									array($accountId[1]));
		$emailoptout = $adb->query_result($result,0,'emailoptout');
		$parent_email = $adb->query_result($result,0,'email1');
		$parentname = $adb->query_result($result,0,'accountname');
	}
	//added condition to check the emailoptout(this is for contacts and vtiger_accounts.)
	if($emailoptout == 0) {
		if($isPortalUser == 1) {
			$email_body = HelpDesk::getTicketEmailContents($entityData);
		} else {
			$email_body = HelpDesk::getTicketEmailContents($entityData);
		}

		if($isNew) {
            // SalesPlatform.ru begin
            //send_mail('HelpDesk',$parent_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
			 if($isPortalUser == 1){
					$url = "<a href='".$PORTAL_URL."/index.php?module=HelpDesk&action=index&ticketid=".$entityId."&fun=detail'>".$mod_strings['LBL_TICKET_DETAILS']."</a>";
					$email_body = $bodysubject.'<br><br>'.HelpDesk::getPortalTicketEmailContents($entityData, true);
			} else {
				$email_body = HelpDesk::getTicketEmailContents($entityData);
			}
            $mail_status = send_mail('HelpDesk',$parent_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
            // SalesPlatform.ru end		
        } else {
			$entityDelta = new VTEntityDelta();
			$statusHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'ticketstatus');
			$solutionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'solution');
			$descriptionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'description');

			// SalesPlatform.ru begin
            if(($statusHasChanged && $entityData->get('ticketstatus') == "Closed") || $commentsHasChanged || $solutionHasChanged) {
			    if($isPortalUser == 1){
					$url = "<a href='".$PORTAL_URL."/index.php?module=HelpDesk&action=index&ticketid=".$entityId."&fun=detail'>".$mod_strings['LBL_TICKET_DETAILS']."</a>";
					$email_body = $bodysubject.'<br><br>'.HelpDesk::getPortalTicketEmailContents($entityData, false, $statusHasChanged, $solutionHasChanged, $ownerHasChanged, $commentsHasChanged);
				} else {
					$email_body = HelpDesk::getTicketEmailContents($entityData);
				}
				//if(($statusHasChanged && $entityData->get('ticketstatus') == "Closed") || $solutionHasChanged || $descriptionHasChanged) {
                // SalesPlatform.ru end

				send_mail('HelpDesk',$parent_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
			}
		}
	}
}

function HelpDesk_notifyOwnerOnTicketChange($entityData) {
	global $HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID;

	$moduleName = $entityData->getModuleName();
	$wsId = $entityData->getId();
	$parts = explode('x', $wsId);
	$entityId = $parts[1];

	$isNew = $entityData->isNew();

	if(!$isNew) {
		$reply = 'Re : ';
	} else {
		$reply = '';
	}

    // SalesPlatform.ru begin
    $subject = ' [ '.getTranslatedString('Ticket No', $moduleName)
						.' '.$entityData->get('ticket_no').' ] '.$reply.$entityData->get('ticket_title');
	//$subject = getTranslatedString('LBL_TICKET_NUMBER', $moduleName). ' : ' .$entityData->get('ticket_no'). ' ' .$reply.$entityData->get('ticket_title');
    // SalesPlatform.ru end

	$email_body = HelpDesk::getTicketEmailContents($entityData, true);
	if(PerformancePrefs::getBoolean('NOTIFY_OWNER_EMAILS', true) === true){
		//send mail to the assigned to user and the parent to whom this ticket is assigned
		require_once('modules/Emails/mail.php');
		$wsAssignedUserId = $entityData->get('assigned_user_id');
		$userIdParts = explode('x', $wsAssignedUserId);
		$ownerId = $userIdParts[1];
		$ownerType = vtws_getOwnerType($ownerId);

		if($ownerType == 'Users') {
			$to_email = getUserEmailId('id',$ownerId);
		}
		if($ownerType == 'Groups') {
			$to_email = implode(',', getDefaultAssigneeEmailIds($ownerId));
		}
		if($to_email != '') {
			if($isNew) {
				$mail_status = send_mail('HelpDesk',$to_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
			} else {
				$entityDelta = new VTEntityDelta();
				$statusHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'ticketstatus');
				$solutionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'solution');
				$ownerHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'assigned_user_id');
				$descriptionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'description');
				if(($statusHasChanged && $entityData->get('ticketstatus') == "Closed") || $solutionHasChanged || $ownerHasChanged || $descriptionHasChanged) {
					$mail_status = send_mail('HelpDesk',$to_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
				}
			}
			$mail_status_str = $to_email."=".$mail_status."&&&";

		} else {
			$mail_status_str = "'".$to_email."'=0&&&";
		}

		if ($mail_status != '') {
			$mail_error_status = getMailErrorString($mail_status_str);
		}
	}
}

?>