'.$langs->trans('Company').' : '.$object->thirdparty->name.'
'; - } - - $message = $object->message; - if (!dol_textishtml($message)) { - $message = dol_nl2br($message); - } - $message_admin .= ''.$langs->trans('Message').' :
'.$message.'
'.$langs->trans('SeeThisTicketIntomanagementInterface').'
'; - - $from = $conf->global->MAIN_INFO_SOCIETE_NOM.'<'.$conf->global->TICKET_NOTIFICATION_EMAIL_FROM.'>'; - $replyto = $from; - - $trackid = 'tic'.$object->id; - - if (!empty($conf->global->TICKET_DISABLE_MAIL_AUTOCOPY_TO)) { - $old_MAIN_MAIL_AUTOCOPY_TO = $conf->global->MAIN_MAIL_AUTOCOPY_TO; - $conf->global->MAIN_MAIL_AUTOCOPY_TO = ''; - } - include_once DOL_DOCUMENT_ROOT.'/core/class/CMailFile.class.php'; - $mailfile = new CMailFile($subject, $sendto, $from, $message_admin, $filepath, $mimetype, $filename, '', '', 0, -1, '', '', $trackid, '', 'ticket'); - if ($mailfile->error) { - dol_syslog($mailfile->error, LOG_DEBUG); - } else { - $result = $mailfile->sendfile(); - } - if (!empty($conf->global->TICKET_DISABLE_MAIL_AUTOCOPY_TO)) { - $conf->global->MAIN_MAIL_AUTOCOPY_TO = $old_MAIN_MAIL_AUTOCOPY_TO; - } + $this->composeAndSendAdminMessage($sendto, $subject_admin, $body_admin, $object, $langs, $conf); } } // Send email to customer - if (empty($conf->global->TICKET_DISABLE_CUSTOMER_MAILS) && empty($object->context['disableticketemail']) && $object->notify_tiers_at_create) { $sendto = ''; @@ -218,77 +168,7 @@ class InterfaceTicketEmail extends DolibarrTriggers } if ($sendto) { - // Init to avoid errors - $filepath = array(); - $filename = array(); - $mimetype = array(); - - $subject = '['.$conf->global->MAIN_INFO_SOCIETE_NOM.'] '.$langs->transnoentities('TicketNewEmailSubjectCustomer'); - $message_customer = $langs->transnoentities('TicketNewEmailBodyCustomer', $object->track_id).''.$langs->trans('Message').' :
'.$message.'
'.$langs->trans('TicketNewEmailBodyInfosTrackUrlCustomer').' : '.$url_public_ticket.'
'; - $message_customer .= ''.$langs->trans('TicketEmailPleaseDoNotReplyToThisEmail').'
'; - - $from = (empty($conf->global->MAIN_INFO_SOCIETE_NOM) ? '' : $conf->global->MAIN_INFO_SOCIETE_NOM.' ').'<'.$conf->global->TICKET_NOTIFICATION_EMAIL_FROM.'>'; - $replyto = $from; - - $trackid = 'tic'.$object->id; - - if (!empty($conf->global->TICKET_DISABLE_MAIL_AUTOCOPY_TO)) { - $old_MAIN_MAIL_AUTOCOPY_TO = $conf->global->MAIN_MAIL_AUTOCOPY_TO; - $conf->global->MAIN_MAIL_AUTOCOPY_TO = ''; - } - include_once DOL_DOCUMENT_ROOT.'/core/class/CMailFile.class.php'; - $mailfile = new CMailFile($subject, $sendto, $from, $message_customer, $filepath, $mimetype, $filename, '', '', 0, -1, '', '', $trackid, '', 'ticket'); - if ($mailfile->error) { - dol_syslog($mailfile->error, LOG_DEBUG); - } else { - $result = $mailfile->sendfile(); - if ($result) { - // update last_msg_sent date - $object->date_last_msg_sent = dol_now(); - $object->update($user); - } - } - if (!empty($conf->global->TICKET_DISABLE_MAIL_AUTOCOPY_TO)) { - $conf->global->MAIN_MAIL_AUTOCOPY_TO = $old_MAIN_MAIL_AUTOCOPY_TO; - } + $this->composeAndSendCustomerMessage($sendto, $subject_customer, $body_customer, $see_ticket_customer, $object, $langs, $conf); } } @@ -305,10 +185,223 @@ class InterfaceTicketEmail extends DolibarrTriggers case 'TICKET_CLOSE': dol_syslog("Trigger '".$this->name."' for action '$action' launched by ".__FILE__.". id=".$object->id); + $langs->load('ticket'); + + $subject_admin = 'TicketCloseEmailSubjectAdmin'; + $body_admin = 'TicketCloseEmailBodyAdmin'; + $subject_customer = 'TicketCloseEmailSubjectCustomer'; + $body_customer = 'TicketCloseEmailBodyCustomer'; + $see_ticket_customer = 'TicketCloseEmailBodyInfosTrackUrlCustomer'; + + // Send email to notification email + if (!empty($conf->global->TICKET_NOTIFICATION_EMAIL_TO) && empty($object->context['disableticketemail'])) { + $sendto = empty($conf->global->TICKET_NOTIFICATION_EMAIL_TO) ? '' : $conf->global->TICKET_NOTIFICATION_EMAIL_TO; + if ($sendto) { + $this->composeAndSendAdminMessage($sendto, $subject_admin, $body_admin, $object, $langs, $conf); + } + } + + // Send email to customer. + if (empty($conf->global->TICKET_DISABLE_CUSTOMER_MAILS) && empty($object->context['disableticketemail'])) { + $linked_contacts = $object->listeContact(-1, 'thirdparty'); + $linked_contacts = array_merge($linked_contacts, $object->listeContact(-1, 'internal')); + if (empty($linked_contacts) && !empty($conf->global->TICKET_NOTIFY_AT_CLOSING) && !empty($object->fk_soc)) { + $object->fetch_thirdparty(); + $linked_contacts[] = $object->thirdparty->email; + } + + $contactid = GETPOST('contactid', 'int'); + if ($contactid > 0) { + $contact = new Contact($this->db); + $res = $contact->fetch($contactid); + if (! in_array($contact, $linked_contacts)) { + $error_msg = $langs->trans('Error'). ': '; + $error_msg .= $langs->transnoentities('TicketWrongContact'); + setEventMessages($error_msg, [], 'errors'); + $ok = 0; + break; + } + } + + $sendto = ''; + if ($res > 0 && !empty($contact->email) && !empty($contact->statut)) { + $sendto = $contact->email; + } elseif ( !empty($linked_contacts) && ($contactid == -2 || (GETPOST('massaction', 'alpha') == 'close' && GETPOST('confirm', 'alpha') == 'yes'))) { + // if sending to all contacts or sending to contacts while mass closing + $temp_emails = []; + foreach ($linked_contacts as $contact) { + $temp_emails[] = $contact['email']; + } + $sendto = implode(", ", $temp_emails); + unset($temp_emails); + unset($linked_contacts); + } + if ($sendto) { + $this->composeAndSendCustomerMessage($sendto, $subject_customer, $body_customer, $see_ticket_customer, $object, $langs, $conf); + } + } + $ok = 1; break; } - return $ok; } + + /** + * Composes and sends a message concerning a ticket, to be sent to admin address. + * @param string $sendto Addresses to send the mail, format "first@address.net, second@address.net," etc. + * @param string $base_subject email subject. Non-translated string. + * @param string $body email body (first line). Non-translated string. + * @param Ticket $object the ticket thet the email refers to + * @param Translate $langs the translation object + * @param conf $conf Object conf + * + * @return none + */ + private function composeAndSendAdminMessage($sendto, $base_subject, $body, Ticket $object, Translate $langs, $conf) + { + // Init to avoid errors + $filepath = array(); + $filename = array(); + $mimetype = array(); + + /* Send email to admin */ + $subject = '['.$conf->global->MAIN_INFO_SOCIETE_NOM.'] '.$langs->transnoentities($base_subject, $object->ref, $object->track_id); + $message_admin = $langs->transnoentities($body, $object->track_id).''.$langs->trans('Message').' :
'.$message.'
'.$langs->trans('SeeThisTicketIntomanagementInterface').'
'; + + $from = $conf->global->MAIN_INFO_SOCIETE_NOM.'<'.$conf->global->TICKET_NOTIFICATION_EMAIL_FROM.'>'; + + $trackid = 'tic'.$object->id; + + if (!empty($conf->global->TICKET_DISABLE_MAIL_AUTOCOPY_TO)) { + $old_MAIN_MAIL_AUTOCOPY_TO = $conf->global->MAIN_MAIL_AUTOCOPY_TO; + $conf->global->MAIN_MAIL_AUTOCOPY_TO = ''; + } + include_once DOL_DOCUMENT_ROOT.'/core/class/CMailFile.class.php'; + $mailfile = new CMailFile($subject, $sendto, $from, $message_admin, $filepath, $mimetype, $filename, '', '', 0, -1, '', '', $trackid, '', 'ticket'); + if ($mailfile->error) { + dol_syslog($mailfile->error, LOG_DEBUG); + } else { + $result = $mailfile->sendfile(); + } + if (!empty($conf->global->TICKET_DISABLE_MAIL_AUTOCOPY_TO)) { + $conf->global->MAIN_MAIL_AUTOCOPY_TO = $old_MAIN_MAIL_AUTOCOPY_TO; + } + } + + /** + * Composes and sends a message concerning a ticket, to be sent to customer addresses. + * @param string $sendto Addresses to send the mail, format "first@address.net, second@address.net, " etc. + * @param string $base_subject email subject. Non-translated string. + * @param string $body email body (first line). Non-translated string. + * @param string $see_ticket string indicating the ticket public address + * @param Ticket $object the ticket thet the email refers to + * @param Translate $langs the translation object + * @param conf $conf Object conf + * + * @return none + */ + private function composeAndSendCustomerMessage($sendto, $base_subject, $body, $see_ticket, Ticket $object, Translate $langs, $conf) + { + // Init to avoid errors + $filepath = array(); + $filename = array(); + $mimetype = array(); + + $subject = '['.$conf->global->MAIN_INFO_SOCIETE_NOM.'] '.$langs->transnoentities($base_subject); + $message_customer = $langs->transnoentities($body, $object->track_id).''.$langs->trans('Message').' :
'.$message.'
'.$langs->trans($see_ticket).' : '.$url_public_ticket.'
'; + $message_customer .= ''.$langs->trans('TicketEmailPleaseDoNotReplyToThisEmail').'
'; + + $from = (empty($conf->global->MAIN_INFO_SOCIETE_NOM) ? '' : $conf->global->MAIN_INFO_SOCIETE_NOM.' ').'<'.$conf->global->TICKET_NOTIFICATION_EMAIL_FROM.'>'; + + $trackid = 'tic'.$object->id; + + if (!empty($conf->global->TICKET_DISABLE_MAIL_AUTOCOPY_TO)) { + $old_MAIN_MAIL_AUTOCOPY_TO = $conf->global->MAIN_MAIL_AUTOCOPY_TO; + $conf->global->MAIN_MAIL_AUTOCOPY_TO = ''; + } + include_once DOL_DOCUMENT_ROOT.'/core/class/CMailFile.class.php'; + $mailfile = new CMailFile($subject, $sendto, $from, $message_customer, $filepath, $mimetype, $filename, '', '', 0, -1, '', '', $trackid, '', 'ticket'); + if ($mailfile->error) { + dol_syslog($mailfile->error, LOG_DEBUG); + } else { + $result = $mailfile->sendfile(); + if ($result) { + // update last_msg_sent date + $object->fetch($object->id); + $object->date_last_msg_sent = dol_now(); + $object->update($user); + } + } + if (!empty($conf->global->TICKET_DISABLE_MAIL_AUTOCOPY_TO)) { + $conf->global->MAIN_MAIL_AUTOCOPY_TO = $old_MAIN_MAIL_AUTOCOPY_TO; + } + } + } diff --git a/htdocs/langs/en_US/ticket.lang b/htdocs/langs/en_US/ticket.lang index 9dfc4874cc5..310ac8dd7f6 100644 --- a/htdocs/langs/en_US/ticket.lang +++ b/htdocs/langs/en_US/ticket.lang @@ -142,6 +142,9 @@ TicketsDelayBeforeFirstAnswer=A new ticket should receive a first answer before TicketsDelayBeforeFirstAnswerHelp=If a new ticket has not received an answer after this time period (in hours), an important warning icon will be displayed in the list view. TicketsDelayBetweenAnswers=An unresolved ticket should not be unactive during (hours): TicketsDelayBetweenAnswersHelp=If an unresolved ticket that has already received an answer has not had further interaction after this time period (in hours), a warning icon will be displayed in the list view. +TicketsAutoNotifyClose=Automatically notify thirdparty when closing a ticket +TicketsAutoNotifyCloseHelp=When closing a ticket, you will be proposed to send a message to one of thirdparty's contacts. On mass closing, a message will be sent to one contact of the thirdparty linked to the ticket. +TicketWrongContact=Provided contact is not part of current ticket contacts. Email not sent. # # Index & list page @@ -158,6 +161,8 @@ OrderByDateAsc=Sort by ascending date OrderByDateDesc=Sort by descending date ShowAsConversation=Show as conversation list MessageListViewType=Show as table list +ConfirmMassTicketClosingSendEmail=Automatically send emails when closing tickets +ConfirmMassTicketClosingSendEmailQuestion=Do you want to notify thirdparties when closing these tickets ? # # Ticket card @@ -245,6 +250,9 @@ TicketChangeStatus=Change status TicketConfirmChangeStatus=Confirm the status change: %s ? TicketLogStatusChanged=Status changed: %s to %s TicketNotNotifyTiersAtCreate=Not notify company at create +NotifyThirdpartyOnTicketClosing=Contacts to notify while closing the ticket +TicketNotifyAllTiersAtClose=All related contacts +TicketNotNotifyTiersAtClose=No related contact Unread=Unread TicketNotCreatedFromPublicInterface=Not available. Ticket was not created from public interface. ErrorTicketRefRequired=Ticket reference name is required @@ -279,6 +287,7 @@ TicketNewEmailBodyInfosTicket=Information for monitoring the ticket TicketNewEmailBodyInfosTrackId=Ticket tracking number: %s TicketNewEmailBodyInfosTrackUrl=You can view the progress of the ticket by clicking the link above. TicketNewEmailBodyInfosTrackUrlCustomer=You can view the progress of the ticket in the specific interface by clicking the following link +TicketCloseEmailBodyInfosTrackUrlCustomer=You can consult the history of this ticket by clicking the following link TicketEmailPleaseDoNotReplyToThisEmail=Please do not reply directly to this email! Use the link to reply into the interface. TicketPublicInfoCreateTicket=This form allows you to record a support ticket in our management system. TicketPublicPleaseBeAccuratelyDescribe=Please accurately describe the problem. Provide the most information possible to allow us to correctly identify your request. @@ -300,6 +309,10 @@ NewUser=New user NumberOfTicketsByMonth=Number of tickets per month NbOfTickets=Number of tickets # notifications +TicketCloseEmailSubjectCustomer=Ticket closed +TicketCloseEmailBodyCustomer=This is an automatic message to notify you that ticket %s has just been closed. +TicketCloseEmailSubjectAdmin=Ticket closed - Réf %s (public ticket ID %s) +TicketCloseEmailBodyAdmin=A ticket with ID #%s has just been closed, see information: TicketNotificationEmailSubject=Ticket %s updated TicketNotificationEmailBody=This is an automatic message to notify you that ticket %s has just been updated TicketNotificationRecipient=Notification recipient diff --git a/htdocs/ticket/card.php b/htdocs/ticket/card.php index de0b621f4bf..aa34c07c361 100755 --- a/htdocs/ticket/card.php +++ b/htdocs/ticket/card.php @@ -820,10 +820,28 @@ if ($action == 'create' || $action == 'presend') { // Confirmation close if ($action == 'close') { - print $form->formconfirm($url_page_current."?track_id=".$object->track_id, $langs->trans("CloseATicket"), $langs->trans("ConfirmCloseAticket"), "confirm_close", '', '', 1); - if ($ret == 'html') { - print '