<?php

if (!defined('ABSPATH'))
    die('Restricted Access');

class JSSTticketModel {

    private $jsst_ticketid;

    function getTicketsForAdmin($jsst_lst=null) {
        $this->getOrdering();
        // Filter
        $jsst_search_userfields = JSSTincluder::getObjectClass('customfields')->adminFieldsForSearch(1);
        $jsst_subject = jssupportticket::$_search['ticket']['subject'];
        $jsst_name = jssupportticket::$_search['ticket']['name'];
        $jsst_phone = jssupportticket::$_search['ticket']['phone'];
        $jsst_email = jssupportticket::$_search['ticket']['email'];
        $jsst_ticketid = jssupportticket::$_search['ticket']['ticketid'];
        $jsst_datestart = jssupportticket::$_search['ticket']['datestart'];
        $jsst_dateend = jssupportticket::$_search['ticket']['dateend'];
        $jsst_orderid = jssupportticket::$_search['ticket']['orderid'];
        $jsst_eddorderid = jssupportticket::$_search['ticket']['eddorderid'];
        $jsst_priority = jssupportticket::$_search['ticket']['priority'];
        $jsst_departmentid = jssupportticket::$_search['ticket']['departmentid'];
        $jsst_helptopicid = jssupportticket::$_search['ticket']['helptopicid'];
        $jsst_productid = jssupportticket::$_search['ticket']['productid'];
        $jsst_staffid = jssupportticket::$_search['ticket']['staffid'];
        $jsst_status = jssupportticket::$_search['ticket']['status'];
        $jsst_sortby = jssupportticket::$_search['ticket']['sortby'];
        
        if (!empty($jsst_search_userfields)) {
            foreach ($jsst_search_userfields as $jsst_uf) {
                $jsst_value_array[$jsst_uf->field] = jssupportticket::$_search['jsst_ticket_custom_field'][$jsst_uf->field];
            }
        }
        $jsst_inquery = '';
        if($jsst_lst != null){
            jssupportticket::$_search['ticket']['list'] = $jsst_lst;
        }
        $jsst_list = jssupportticket::$_search['ticket']['list'];
        switch ($jsst_list) {
            // Ticket Default Status
            // 0 -> New Ticket
            // 1 -> Waiting admin/staff reply
            // 2 -> in progress
            // 3 -> waiting for customer reply
            // 4 -> close ticket
            case 1:$jsst_inquery .= " AND ticket.status != 5 AND ticket.status != 6";
                break;
            case 2:$jsst_inquery .= " AND ticket.isanswered = 1 AND ticket.status != 5 AND ticket.status != 6 AND ticket.status != 1";
                break;
            case 3:$jsst_inquery .= " AND ticket.isoverdue = 1 AND ticket.status != 5 AND ticket.status != 6 ";
                break;
            case 4:$jsst_inquery .= " AND (ticket.status = 5 OR ticket.status = 6) ";
                break;
            case 5://$jsst_inquery .= " AND ticket.uid =" . JSSTincluder::getObjectClass('user')->uid();
                break;
        }

        if ($jsst_datestart != null)
            $jsst_inquery .= " AND '".esc_sql($jsst_datestart)."' <= DATE(ticket.created)";
        if ($jsst_dateend != null)
            $jsst_inquery .= " AND '".esc_sql($jsst_dateend)."' >= DATE(ticket.created)";
        if ($jsst_ticketid != null)
            $jsst_inquery .= " AND ticket.ticketid LIKE '%".esc_sql($jsst_ticketid)."%'";
        if ($jsst_subject != null)
            $jsst_inquery .= " AND ticket.subject LIKE '%".esc_sql($jsst_subject)."%'";
        if ($jsst_name != null)
            $jsst_inquery .= " AND ticket.name LIKE '%".esc_sql($jsst_name)."%'";
        if ($jsst_phone != null)
            $jsst_inquery .= " AND ticket.phone LIKE '%".esc_sql($jsst_phone)."%'";
        if ($jsst_email != null)
            $jsst_inquery .= " AND ticket.email LIKE '%".esc_sql($jsst_email)."%'";
        
        // Added is_numeric checks for IDs
        if ($jsst_priority != null && is_numeric($jsst_priority))
            $jsst_inquery .= " AND ticket.priorityid = $jsst_priority";
        if ($jsst_departmentid != null && is_numeric($jsst_departmentid))
            $jsst_inquery .= " AND ticket.departmentid = $jsst_departmentid";
        if ($jsst_helptopicid != null && is_numeric($jsst_helptopicid))
            $jsst_inquery .= " AND ticket.helptopicid = $jsst_helptopicid";
        if ($jsst_productid != null && is_numeric($jsst_productid))
            $jsst_inquery .= " AND ticket.productid = $jsst_productid";
        if ($jsst_staffid != null && is_numeric($jsst_staffid))
            $jsst_inquery .= " AND ticket.staffid = $jsst_staffid";
        
        if ($jsst_orderid != null && is_numeric($jsst_orderid))
            $jsst_inquery .= " AND ticket.wcorderid = $jsst_orderid";

        if ($jsst_eddorderid != null && is_numeric($jsst_eddorderid))
            $jsst_inquery .= " AND ticket.eddorderid = $jsst_eddorderid";

        if ($jsst_status != null && is_numeric($jsst_status))
            $jsst_inquery .= " AND ticket.status = ".esc_sql($jsst_status);

        $jsst_valarray = array();
        if (!empty($jsst_search_userfields)) {
            foreach ($jsst_search_userfields as $jsst_uf) {
                if (JSSTrequest::getVar('pagenum', 'get', null) != null) {
                    $jsst_valarray[$jsst_uf->field] = $jsst_value_array[$jsst_uf->field];
                }else{
                    $jsst_valarray[$jsst_uf->field] = JSSTrequest::getVar($jsst_uf->field, 'post');
                }
                if (isset($jsst_valarray[$jsst_uf->field]) && $jsst_valarray[$jsst_uf->field] != null) {
                    switch ($jsst_uf->userfieldtype) {
                        case 'text':
                            $jsst_inquery .= ' AND ticket.params REGEXP \'"' . esc_sql($jsst_uf->field) . '":"[^"]*' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '.*"\' ';
                            break;
                        case 'email':
                            $jsst_inquery .= ' AND ticket.params REGEXP \'"' . esc_sql($jsst_uf->field) . '":"[^"]*' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '.*"\' ';
                            break;
                        case 'file':
                            $jsst_inquery .= ' AND ticket.params REGEXP \'"' . esc_sql($jsst_uf->field) . '":"[^"]*' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '.*"\' ';
                            break;
                        case 'combo':
                            $jsst_inquery .= ' AND ticket.params LIKE \'%"' . esc_sql($jsst_uf->field) . '":"' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '"%\' ';
                            break;
                        case 'depandant_field':
                            $jsst_inquery .= ' AND ticket.params LIKE \'%"' . esc_sql($jsst_uf->field) . '":"' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '"%\' ';
                            break;
                        case 'radio':
                            $jsst_inquery .= ' AND ticket.params LIKE \'%"' . esc_sql($jsst_uf->field) . '":"' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '"%\' ';
                            break;
                        case 'checkbox':
                            $jsst_finalvalue = '';
                            foreach($jsst_valarray[$jsst_uf->field] AS $jsst_value){
                                $jsst_finalvalue .= $jsst_value.'.*';
                            }
                            $jsst_inquery .= ' AND ticket.params REGEXP \'"' . esc_sql($jsst_uf->field) . '":"[^"]*' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_finalvalue)) . '.*"\' ';
                            break;
                        case 'date':
                            $jsst_inquery .= ' AND ticket.params LIKE \'%"' . esc_sql($jsst_uf->field) . '":"' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '"%\' ';
                            break;
                        case 'textarea':
                            $jsst_inquery .= ' AND ticket.params REGEXP \'"' . esc_sql($jsst_uf->field) . '":"[^"]*' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '.*"\' ';
                            break;
                        case 'multiple':
                            $jsst_finalvalue = '';
                            foreach($jsst_valarray[$jsst_uf->field] AS $jsst_value){
                                if($jsst_value != null){
                                    $jsst_finalvalue .= $jsst_value.'.*';
                                }
                            }
                            if($jsst_finalvalue !=''){
                                $jsst_inquery .= ' AND ticket.params REGEXP \'"' . esc_sql($jsst_uf->field) . '":"[^"]*'.htmlspecialchars(esc_sql($jsst_finalvalue)).'.*"\'';
                            }
                            break;
                    }
                    jssupportticket::$jsst_data['filter']['params'] = $jsst_valarray;
                }
            }
        }
        //end

        jssupportticket::$jsst_data['filter']['subject'] = $jsst_subject;
        jssupportticket::$jsst_data['filter']['ticketid'] = $jsst_ticketid;
        jssupportticket::$jsst_data['filter']['name'] = $jsst_name;
        jssupportticket::$jsst_data['filter']['phone'] = $jsst_phone;
        jssupportticket::$jsst_data['filter']['email'] = $jsst_email;
        jssupportticket::$jsst_data['filter']['datestart'] = $jsst_datestart;
        jssupportticket::$jsst_data['filter']['dateend'] = $jsst_dateend;
        jssupportticket::$jsst_data['filter']['priority'] = $jsst_priority;
        jssupportticket::$jsst_data['filter']['departmentid'] = $jsst_departmentid;
        jssupportticket::$jsst_data['filter']['helptopicid'] = $jsst_helptopicid;
        jssupportticket::$jsst_data['filter']['productid'] = $jsst_productid;
        jssupportticket::$jsst_data['filter']['staffid'] = $jsst_staffid;
        jssupportticket::$jsst_data['filter']['sortby'] = $jsst_sortby;
        jssupportticket::$jsst_data['filter']['orderid'] = $jsst_orderid;
        jssupportticket::$jsst_data['filter']['eddorderid'] = $jsst_eddorderid;
        jssupportticket::$jsst_data['filter']['status'] = $jsst_status;

        $jsst_userquery = '';
        $jsst_uid = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('uid'));
        if($jsst_uid != null && is_numeric($jsst_uid)){
            $jsst_userquery = ' AND ticket.uid = '.esc_sql($jsst_uid);
        }

        // Pagination
        $jsst_query = "SELECT COUNT(ticket.id) "
                . "FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket "
                . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id "
                . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id "
                . "WHERE 1 = 1";
        $jsst_query .= $jsst_inquery.$jsst_userquery;
        $jsst_total = jssupportticket::$_db->get_var($jsst_query);
        jssupportticket::$jsst_data[1] = JSSTpagination::getPagination($jsst_total);

        /*
          list variable detail
          1=>For open ticket
          2=>For answered  ticket
          3=>For overdue ticket
          4=>For Closed tickets
          5=>For mytickets tickets
         */
        jssupportticket::$jsst_data['list'] = $jsst_list; // assign for reference
        // Data
        do_action('jsst_addon_staff_admin_tickets');
        $jsst_query = "SELECT ticket.*,department.departmentname AS departmentname ,priority.priority AS priority,priority.prioritycolour AS prioritycolour,status.status AS statustitle,status.statuscolour,status.statusbgcolour, product.product AS producttitle ".jssupportticket::$_addon_query['select']."
                    FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                    JOIN `" . jssupportticket::$_db->prefix . "js_ticket_statuses` AS status ON ticket.status = status.id
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_products` AS product ON ticket.productid = product.id
                    ".jssupportticket::$_addon_query['join']."
                    WHERE 1 = 1";

        $jsst_query .= $jsst_inquery.$jsst_userquery;
        $jsst_query .= " ORDER BY " . jssupportticket::$_ordering . " LIMIT " . JSSTpagination::getOffset() . ", " . JSSTpagination::getLimit();
        jssupportticket::$jsst_data[0] = jssupportticket::$_db->get_results($jsst_query);
        do_action('jsst_reset_aadon_query');
        // check email is bane
        if(in_array('banemail', jssupportticket::$_active_addons)){
            if (isset(jssupportticket::$jsst_data[0]->email))
                $jsst_query = "SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_email_banlist` WHERE email = ' " . esc_sql(jssupportticket::$jsst_data[0]->email) . "'";
            jssupportticket::$jsst_data[7] = jssupportticket::$_db->get_var($jsst_query);
        }else{
            jssupportticket::$jsst_data[7] = 0;
        }
        //Hook action
        do_action('jsst-ticketbeforelisting', jssupportticket::$jsst_data[0]);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        // if(jssupportticket::$_config['count_on_myticket'] == 1){
            $jsst_query = "SELECT COUNT(ticket.id) "
                    . "FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket "
                    . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id "
                    . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id "
                    . "WHERE (ticket.status != 5 AND ticket.status != 6)".$jsst_userquery;
            jssupportticket::$jsst_data['count']['openticket'] = jssupportticket::$_db->get_var($jsst_query);;

            $jsst_query = "SELECT COUNT(ticket.id) "
                    . "FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket "
                    . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id "
                    . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id "
                    . "WHERE ticket.isanswered = 1 AND ticket.status != 5 AND ticket.status != 6 AND ticket.status != 1 ".$jsst_userquery;
            jssupportticket::$jsst_data['count']['answeredticket'] = jssupportticket::$_db->get_var($jsst_query);;

            $jsst_query = "SELECT COUNT(ticket.id) "
                    . "FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket "
                    . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id "
                    . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id "
                    . "WHERE ticket.isoverdue = 1 AND ticket.status != 5 AND ticket.status != 6 ".$jsst_userquery;
            jssupportticket::$jsst_data['count']['overdueticket'] = jssupportticket::$_db->get_var($jsst_query);;

            $jsst_query = "SELECT COUNT(ticket.id) "
                    . "FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket "
                    . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id "
                    . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id "
                    . "WHERE (ticket.status = 5 OR ticket.status = 6)".$jsst_userquery;
            jssupportticket::$jsst_data['count']['closedticket'] = jssupportticket::$_db->get_var($jsst_query);;

            $jsst_query = "SELECT COUNT(ticket.id) "
                    . "FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket "
                    . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id "
                    . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id "
                    . "WHERE 1 = 1".$jsst_userquery;
            jssupportticket::$jsst_data['count']['allticket'] = jssupportticket::$_db->get_var($jsst_query);
        // }
        return;
    }

    function getOrdering() {
        $jsst_sort = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['sortby'] : '';
        if ($jsst_sort == '') {
            $jsst_list = jssupportticket::$_config['tickets_ordering'];
            // default sort by
            $jsst_sortbyconfig = jssupportticket::$_config['tickets_sorting'];
            if($jsst_sortbyconfig == 1){
                $jsst_sortbyconfig = "asc";
            }else{
                $jsst_sortbyconfig = "desc";
            }
            $jsst_sort = 'status';
            if($jsst_list == 2)
                $jsst_sort = 'created';
            $jsst_sort = $jsst_sort.$jsst_sortbyconfig;
        }
        $this->getTicketListOrdering($jsst_sort);
        $this->getTicketListSorting($jsst_sort);
    }

    function combineOrSingleSearch() {
        $jsst_ticketkeys = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['ticketkeys'] : false;
        $jsst_inquery = '';
        if ($jsst_ticketkeys) {
            if (jssupportticketphplib::JSST_strpos($jsst_ticketkeys, '@') && jssupportticketphplib::JSST_strpos($jsst_ticketkeys, '.')){
                $jsst_inquery = " AND ticket.email LIKE '%".esc_sql($jsst_ticketkeys)."%'";
            }else{
                $jsst_inquery = " AND (ticket.ticketid = '".esc_sql($jsst_ticketkeys)."' OR ticket.subject LIKE '%".esc_sql($jsst_ticketkeys)."%')";
            }
            jssupportticket::$jsst_data['filter']['ticketsearchkeys'] = $jsst_ticketkeys;
        }else {
            $jsst_search_userfields = JSSTincluder::getObjectClass('customfields')->userFieldsForSearch(1);
            $jsst_ticketid = JSSTrequest::getVar('jsst-ticket', 'post');

            $jsst_from = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['name'] : '';
            $jsst_phone = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['phone'] : '';
            $jsst_email = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['email'] : '';
            $jsst_departmentid = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['departmentid'] : '';
            $jsst_helptopicid = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['helptopicid'] : '';
            $jsst_productid = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['productid'] : '';
            $jsst_priorityid = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['priority'] : '';
            $jsst_subject = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['subject'] : '';
            $jsst_datestart = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['datestart'] : '';
            $jsst_dateend = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['dateend'] : '';
            $jsst_orderid = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['orderid'] : '';
            $jsst_eddorderid = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['eddorderid'] : '';
            $jsst_staffid = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['staffid'] : '';
            $jsst_status = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['status'] : '';
            $jsst_sortby = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['sortby'] : '';
            $jsst_assignedtome = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['assignedtome'] : '';

            if (!empty($jsst_search_userfields)) {
                foreach ($jsst_search_userfields as $jsst_uf) {
                    $jsst_value_array[$jsst_uf->field] = isset(jssupportticket::$_search['jsst_ticket_custom_field']) ? jssupportticket::$_search['jsst_ticket_custom_field'][$jsst_uf->field] : '';
                }
            }

            if ($jsst_ticketid != null) {
                $jsst_inquery .= " AND ticket.ticketid LIKE '".esc_sql($jsst_ticketid)."'";
                jssupportticket::$jsst_data['filter']['ticketid'] = $jsst_ticketid;
            }
            if ($jsst_from != null) {
                $jsst_inquery .= " AND ticket.name LIKE '%".esc_sql($jsst_from)."%'";
                jssupportticket::$jsst_data['filter']['from'] = $jsst_from;
            }
            if ($jsst_phone != null) {
                $jsst_inquery .= " AND ticket.phone LIKE '%".esc_sql($jsst_phone)."%'";
                jssupportticket::$jsst_data['filter']['phone'] = $jsst_phone;
            }
            if ($jsst_email != null) {
                $jsst_inquery .= " AND ticket.email LIKE '".esc_sql($jsst_email)."'";
                jssupportticket::$jsst_data['filter']['email'] = $jsst_email;
            }
            if ($jsst_departmentid != null && is_numeric($jsst_departmentid)) {
                $jsst_inquery .= " AND ticket.departmentid = '".esc_sql($jsst_departmentid)."'";
                jssupportticket::$jsst_data['filter']['departmentid'] = $jsst_departmentid;
            }
            if ($jsst_helptopicid != null && is_numeric($jsst_helptopicid)) {
                $jsst_inquery .= " AND ticket.helptopicid = '".esc_sql($jsst_helptopicid)."'";
                jssupportticket::$jsst_data['filter']['helptopicid'] = $jsst_helptopicid;
            }
            if ($jsst_productid != null && is_numeric($jsst_productid)) {
                $jsst_inquery .= " AND ticket.productid = '".esc_sql($jsst_productid)."'";
                jssupportticket::$jsst_data['filter']['productid'] = $jsst_productid;
            }
            if ($jsst_priorityid != null && is_numeric($jsst_priorityid)) {
                $jsst_inquery .= " AND ticket.priorityid = '".esc_sql($jsst_priorityid)."'";
                jssupportticket::$jsst_data['filter']['priorityid'] = $jsst_priorityid;
            }
            if(in_array('agent', jssupportticket::$_active_addons)){
                if ($jsst_staffid != null && is_numeric($jsst_staffid)) {
                    $jsst_inquery .= " AND ticket.staffid = '".esc_sql($jsst_staffid)."'";
                    jssupportticket::$jsst_data['filter']['staffid'] = $jsst_staffid;
                }
            }

            if ($jsst_subject != null) {
                $jsst_inquery .= " AND ticket.subject LIKE '%".esc_sql($jsst_subject)."%'";
                jssupportticket::$jsst_data['filter']['subject'] = $jsst_subject;
            }
            if ($jsst_datestart != null) {
                $jsst_inquery .= " AND '".esc_sql($jsst_datestart)."' <= DATE(ticket.created)";
                jssupportticket::$jsst_data['filter']['datestart'] = $jsst_datestart;
            }
            if ($jsst_dateend != null) {
                $jsst_inquery .= " AND '".esc_sql($jsst_dateend)."' >= DATE(ticket.created)";
                jssupportticket::$jsst_data['filter']['dateend'] = $jsst_dateend;
            }

            if ($jsst_orderid != null && is_numeric($jsst_orderid)) {
                $jsst_inquery .= " AND ticket.wcorderid = ".esc_sql($jsst_orderid);
                jssupportticket::$jsst_data['filter']['orderid'] = $jsst_orderid;
            }

            if ($jsst_eddorderid != null && is_numeric($jsst_eddorderid)) {
                $jsst_inquery .= " AND ticket.eddorderid = ".esc_sql($jsst_eddorderid);
                jssupportticket::$jsst_data['filter']['eddorderid'] = $jsst_eddorderid;
            }

            if ($jsst_assignedtome != null) {
                if(in_array('agent',jssupportticket::$_active_addons)){
                    $jsst_uid = JSSTincluder::getObjectClass('user')->uid();
                    $jsst_stfid = JSSTincluder::getJSModel('agent')->getStaffId($jsst_uid);
                    if(is_numeric($jsst_stfid)){
                        $jsst_inquery .= " AND ticket.staffid = '".esc_sql($jsst_stfid)."'";
                        jssupportticket::$jsst_data['filter']['assignedtome'] = $jsst_assignedtome;
                    }
                }
            }
            if ($jsst_status != null && is_numeric($jsst_status)) {
                $jsst_inquery .= " AND ticket.status = ".esc_sql($jsst_status);
                jssupportticket::$jsst_data['filter']['status'] = $jsst_status;
            }
            //Custom field search


            //start
            $jsst_data = JSSTincluder::getObjectClass('customfields')->userFieldsForSearch(1);
            $jsst_valarray = array();
            if (!empty($jsst_data)) {
                foreach ($jsst_data as $jsst_uf) {
                    if (JSSTrequest::getVar('pagenum', 'get', null) != null) {
                        $jsst_valarray[$jsst_uf->field] = $jsst_value_array[$jsst_uf->field];
                    }else{
                        $jsst_valarray[$jsst_uf->field] = JSSTrequest::getVar($jsst_uf->field, 'post');
                    }
                    if (isset($jsst_valarray[$jsst_uf->field]) && $jsst_valarray[$jsst_uf->field] != null) {
                        switch ($jsst_uf->userfieldtype) {
                            case 'text':
                            case 'email':
                                $jsst_inquery .= ' AND ticket.params REGEXP \'"' . esc_sql($jsst_uf->field) . '":"[^"]*' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '.*"\' ';
                                break;
                            case 'combo':
                                $jsst_inquery .= ' AND ticket.params LIKE \'%"' . esc_sql($jsst_uf->field) . '":"' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '"%\' ';
                                break;
                            case 'depandant_field':
                                $jsst_inquery .= ' AND ticket.params LIKE \'%"' . esc_sql($jsst_uf->field) . '":"' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '"%\' ';
                                break;
                            case 'radio':
                                $jsst_inquery .= ' AND ticket.params LIKE \'%"' . esc_sql($jsst_uf->field) . '":"' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '"%\' ';
                                break;
                            case 'checkbox':
                                $jsst_finalvalue = '';
                                foreach($jsst_valarray[$jsst_uf->field] AS $jsst_value){
                                    $jsst_finalvalue .= $jsst_value.'.*';
                                }
                                $jsst_inquery .= ' AND ticket.params REGEXP \'"' . esc_sql($jsst_uf->field) . '":"[^"]*' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_finalvalue)) . '.*"\' ';
                                break;
                            case 'date':
                                $jsst_inquery .= ' AND ticket.params LIKE \'%"' . esc_sql($jsst_uf->field) . '":"' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '"%\' ';
                                break;
                            case 'textarea':
                                $jsst_inquery .= ' AND ticket.params REGEXP \'"' . esc_sql($jsst_uf->field) . '":"[^"]*' . jssupportticketphplib::JSST_htmlspecialchars(esc_sql($jsst_valarray[$jsst_uf->field])) . '.*"\' ';
                                break;
                            case 'multiple':
                                $jsst_finalvalue = '';
                                foreach($jsst_valarray[$jsst_uf->field] AS $jsst_value){
                                    if($jsst_value != null){
                                        $jsst_finalvalue .= $jsst_value.'.*';
                                    }
                                }
                                if($jsst_finalvalue !=''){
                                    $jsst_inquery .= ' AND ticket.params REGEXP \'"' . esc_sql($jsst_uf->field) . '":"[^"]*'.htmlspecialchars(esc_sql($jsst_finalvalue)).'.*"\'';
                                }
                                break;
                        }
                        jssupportticket::$jsst_data['filter']['params'] = $jsst_valarray;
                    }
                }
            }
            //end

            if ($jsst_inquery == '')
                jssupportticket::$jsst_data['filter']['combinesearch'] = false;
            else
                jssupportticket::$jsst_data['filter']['combinesearch'] = true;
        }
        return $jsst_inquery;
    }

    function getMyTickets($jsst_lst=null) {
        $this->getOrdering();
        // Filter
        /*
          list variable detail
          1=>For open ticket
          2=>For closed ticket
          3=>For open answered ticket
          4=>For all my tickets
         */
        $jsst_inquery = $this->combineOrSingleSearch();
        if($jsst_lst != null){
            jssupportticket::$_search['ticket']['list'] = $jsst_lst;
        }
        $jsst_list = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['list'] : 1;
        jssupportticket::$jsst_data['list'] = $jsst_list; // assign for reference
        switch ($jsst_list) {
            // Ticket Default Status
            // 0 -> New Ticket
            // 1 -> Waiting admin/staff reply
            // 2 -> in progress
            // 3 -> waiting for customer reply
            // 4 -> close ticket
           case 1:$jsst_inquery .= " AND (ticket.status != 5 AND ticket.status != 6)";
                break;
            case 2:$jsst_inquery .= " AND (ticket.status = 5 OR ticket.status = 6) ";
                break;
            case 3:$jsst_inquery .= " AND ticket.status = 4 ";
                break;
            case 4:$jsst_inquery .= " ";
                break;
            case 5:$jsst_inquery .= " AND ticket.isoverdue = 1 AND ticket.status != 5 AND ticket.status != 6 ";
                break;
        }

        $jsst_uid = JSSTincluder::getObjectClass('user')->uid();
        if ($jsst_uid && is_numeric($jsst_uid)) {
            // Pagination
            $jsst_query = "SELECT COUNT(ticket.id)
                        FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                        JOIN `" . jssupportticket::$_db->prefix . "js_ticket_statuses` AS status ON ticket.status = status.id
                        WHERE ticket.uid = ".esc_sql($jsst_uid);
            $jsst_query .= $jsst_inquery;
            $jsst_total = jssupportticket::$_db->get_var($jsst_query);
            jssupportticket::$jsst_data[1] = JSSTpagination::getPagination($jsst_total,'myticket');

            // Data
            do_action('jsst_addon_user_my_tickets');

            $jsst_query = "SELECT ticket.*,department.departmentname AS departmentname ,priority.priority AS priority,priority.prioritycolour AS prioritycolour, status.status AS statustitle, status.statuscolour, status.statusbgcolour, product.product AS producttitle ".jssupportticket::$_addon_query['select']."
                        FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                        ".jssupportticket::$_addon_query['join']."
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                        JOIN `" . jssupportticket::$_db->prefix . "js_ticket_statuses` AS status ON ticket.status = status.id
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_products` AS product ON ticket.productid = product.id";
            $jsst_query .= " WHERE ticket.uid = ". esc_sql($jsst_uid) . $jsst_inquery;
            $jsst_query .= " ORDER BY " . jssupportticket::$_ordering . " LIMIT " . JSSTpagination::getOffset() . ", " . JSSTpagination::getLimit();
            jssupportticket::$jsst_data[0] = jssupportticket::$_db->get_results($jsst_query);
            do_action('jsst_reset_aadon_query');
            if (jssupportticket::$_db->last_error != null) {
                JSSTincluder::getJSModel('systemerror')->addSystemError();
            }
            // if(jssupportticket::$_config['count_on_myticket'] == 1){
                $jsst_query = "SELECT COUNT(ticket.id) "
                        . "FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket "
                        . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id "
                        . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id "
                        . "WHERE ticket.uid = ".esc_sql($jsst_uid)." AND (ticket.status != 5 AND ticket.status != 6)";
                jssupportticket::$jsst_data['count']['openticket'] = jssupportticket::$_db->get_var($jsst_query);

                $jsst_query = "SELECT COUNT(ticket.id) "
                        . "FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket "
                        . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id "
                        . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id "
                        . "WHERE ticket.uid = ". esc_sql($jsst_uid) ." AND ticket.status = 4 ";
                jssupportticket::$jsst_data['count']['answeredticket'] = jssupportticket::$_db->get_var($jsst_query);

                $jsst_query = "SELECT COUNT(ticket.id) "
                        . "FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket "
                        . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id "
                        . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id "
                        . "WHERE ticket.uid = ". esc_sql($jsst_uid) ." AND (ticket.status = 5 OR ticket.status = 6)";
                jssupportticket::$jsst_data['count']['closedticket'] = jssupportticket::$_db->get_var($jsst_query);

                $jsst_query = "SELECT COUNT(ticket.id) "
                        . "FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket "
                        . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id "
                        . "LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id "
                        . "WHERE ticket.uid = ". esc_sql($jsst_uid);
                jssupportticket::$jsst_data['count']['allticket'] = jssupportticket::$_db->get_var($jsst_query);
            // }
        }
        return;
    }

    function getStaffTickets($jsst_lst=null) {
        if (! in_array('agent',jssupportticket::$_active_addons)) {
            return;
        }

        $this->getOrdering();
        // Filter
        /*
          list variable detail
          1=>For open ticket
          2=>For closed ticket
          3=>For open answered ticket
          4=>For all my tickets
         */

        $jsst_inquery = $this->combineOrSingleSearch();
        if($jsst_lst != null) {
            jssupportticket::$_search['ticket']['list'] = $jsst_lst;
        }
        $jsst_list = isset(jssupportticket::$_search['ticket']) ? jssupportticket::$_search['ticket']['list'] : 1; // assign for reference
        jssupportticket::$jsst_data['list'] = $jsst_list;
        switch ($jsst_list) {
            // Ticket Default Status
            // 1 -> Open Ticket
            // 2 -> Waiting admin/staff reply
            // 3 -> in progress
            // 4 -> waiting for customer reply
            // 5 -> close ticket
            case 1:$jsst_inquery .= " AND (ticket.status != 5 AND ticket.status != 6)";
                break;
            case 2:$jsst_inquery .= " AND (ticket.status = 5 OR ticket.status = 6) ";
                break;
            case 3:$jsst_inquery .= " AND ticket.status = 4 ";
                break;
            case 4:$jsst_inquery .= " ";
                break;
            case 5:$jsst_inquery .= " AND ticket.isoverdue = 1 AND ticket.status != 5 AND ticket.status != 6 ";
                break;
        }

        $jsst_uid = JSSTincluder::getObjectClass('user')->uid();
        if ($jsst_uid == 0 || !is_numeric($jsst_uid))
            return false;
        $jsst_staffid = JSSTincluder::getJSModel('agent')->getStaffId($jsst_uid);

        //to handle all tickets permissoin
        $jsst_allowed = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('All Tickets');
        if($jsst_allowed == true){
            $jsst_agent_conditions = "1 = 1";
        }else{
            if(is_numeric($jsst_staffid)) {
                $jsst_agent_conditions = "ticket.staffid = ".esc_sql($jsst_staffid)." OR ticket.departmentid IN (SELECT dept.departmentid FROM `" . jssupportticket::$_db->prefix . "js_ticket_acl_user_access_departments` AS dept WHERE dept.staffid = " .esc_sql($jsst_staffid).")";
            } else {
                return false;
            }
        }
        //show specific user's tickets
        $jsst_userquery = "";
        $jsst_uid = JSSTrequest::getVar('uid');
        if(is_numeric($jsst_uid) && $jsst_uid > 0){
            $jsst_userquery .= " AND ticket.uid = ".esc_sql($jsst_uid);
        }
        // Pagination
        $jsst_query = "SELECT COUNT(ticket.id)
                    FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                    JOIN `" . jssupportticket::$_db->prefix . "js_ticket_statuses` AS status ON ticket.status = status.id
                    WHERE (".esc_sql($jsst_agent_conditions).") ";
        $jsst_query .= $jsst_inquery;
        $jsst_query .= $jsst_userquery;
        $jsst_total = jssupportticket::$_db->get_var($jsst_query);
        jssupportticket::$jsst_data[1] = JSSTpagination::getPagination($jsst_total,'myticket');

        // Data
        do_action('jsst_addon_staff_my_tickets');
        $jsst_query = "SELECT DISTINCT ticket.*,department.departmentname AS departmentname ,priority.priority AS priority,priority.prioritycolour AS prioritycolour,assignstaff.photo AS staffphoto,assignstaff.id AS staffid, assignstaff.firstname AS staffname, status.status AS statustitle, status.statusbgcolour, status.statuscolour, product.product AS producttitle ".jssupportticket::$_addon_query['select']."
                    FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                    JOIN `" . jssupportticket::$_db->prefix . "js_ticket_statuses` AS status ON ticket.status = status.id
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_products` AS product ON ticket.productid = product.id
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_staff` AS assignstaff ON ticket.staffid = assignstaff.id
                    ".jssupportticket::$_addon_query['join']."
                    WHERE (".esc_sql($jsst_agent_conditions).") " . $jsst_inquery . $jsst_userquery;
        $jsst_query .= " ORDER BY " . jssupportticket::$_ordering . " LIMIT " . JSSTpagination::getOffset() . ", " . JSSTpagination::getLimit();
        jssupportticket::$jsst_data[0] = jssupportticket::$_db->get_results($jsst_query);
        do_action('jsst_reset_aadon_query');
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        // if(jssupportticket::$_config['count_on_myticket'] == 1){
            $jsst_query = "SELECT COUNT(ticket.id)
                        FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                        WHERE (".esc_sql($jsst_agent_conditions).") AND (ticket.status != 5 AND ticket.status !=6) ".$jsst_userquery;
            jssupportticket::$jsst_data['count']['openticket'] = jssupportticket::$_db->get_var($jsst_query);

            $jsst_query = "SELECT COUNT(ticket.id)
                        FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                        WHERE (".esc_sql($jsst_agent_conditions).") AND ticket.status = 4 ".$jsst_userquery;
            jssupportticket::$jsst_data['count']['answeredticket'] = jssupportticket::$_db->get_var($jsst_query);;

            $jsst_query = "SELECT COUNT(ticket.id)
                        FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                        WHERE (".esc_sql($jsst_agent_conditions).") AND (ticket.status = 5 OR ticket.status = 6) ".$jsst_userquery;
            jssupportticket::$jsst_data['count']['closedticket'] = jssupportticket::$_db->get_var($jsst_query);;


            $jsst_query = "SELECT COUNT(ticket.id)
                        FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                        WHERE (".esc_sql($jsst_agent_conditions).") AND ticket.isoverdue = 1 AND ticket.status != 5 AND ticket.status != 6 ".$jsst_userquery;
            jssupportticket::$jsst_data['count']['overdue'] = jssupportticket::$_db->get_var($jsst_query);

            $jsst_query = "SELECT COUNT(ticket.id)
                        FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                        WHERE (".esc_sql($jsst_agent_conditions).")  ".$jsst_userquery;
            jssupportticket::$jsst_data['count']['allticket'] = jssupportticket::$_db->get_var($jsst_query);
        // }
        return;
    }

    function getTicketsForForm($jsst_id,$jsst_formid='') {
        if (!isset($jsst_formid) || $jsst_formid == '' || !is_numeric($jsst_formid)) {
           $jsst_formid = JSSTincluder::getJSModel('ticket')->getDefaultMultiFormId();
        }
        if ($jsst_id) {
            if (!is_numeric($jsst_id))
                return false;
            $jsst_query = "SELECT ticket.*,department.departmentname AS departmentname ,priority.priority AS priority,priority.prioritycolour AS prioritycolour,user.name AS user_login, product.product AS producttitle
                        FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                        LEFT JOIN `".jssupportticket::$_wpprefixforuser."js_ticket_users` AS user ON user.id = ticket.uid
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_products` AS product ON ticket.productid = product.id
                        WHERE ticket.id = " . esc_sql($jsst_id);
            jssupportticket::$jsst_data[0] = jssupportticket::$_db->get_row($jsst_query);
            if (jssupportticket::$_db->last_error != null) {
                JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
            }else{
                if(!empty(jssupportticket::$jsst_data[0])){
                    //to store hash value of id against old tickets
                    if( jssupportticket::$jsst_data[0]->hash == null ){
                        $jsst_hash = $this->generateHash($jsst_id);
                        $jsst_query = "UPDATE `" . jssupportticket::$_db->prefix . "js_ticket_tickets` SET `hash`='".esc_sql($jsst_hash)."' WHERE id=".esc_sql($jsst_id);
                        jssupportticket::$_db->query($jsst_query);
                    } //end
                }
            }
            $jsst_formid = jssupportticket::$jsst_data[0]->multiformid;
        }
        jssupportticket::$jsst_data['formid'] = $jsst_formid;
        JSSTincluder::getJSModel('attachment')->getAttachmentForForm($jsst_id);
        JSSTincluder::getJSModel('fieldordering')->getFieldsOrderingforForm(1,$jsst_formid);
        return;
    }

    function getTicketForDetail($jsst_id) {
        if (!is_numeric($jsst_id)){
            return $jsst_id;
        }
        if (in_array('agent', jssupportticket::$_active_addons) && jssupportticket::$jsst_data['user_staff']) { //staff
            if(current_user_can('jsst_support_ticket')){
                jssupportticket::$jsst_data['permission_granted'] = true;
                $jsst_user_id = JSSTincluder::getObjectClass('user')->uid();
                if(is_numeric($jsst_user_id)){
                    $jsst_transient_key = "ticket_time_start_".$jsst_id."_".$jsst_user_id;
                    $jsst_transient_data = gmdate("Y-m-d H:i:s");
                    set_transient($jsst_transient_key, $jsst_transient_data, DAY_IN_SECONDS);
                }
                if(in_array('timetracking', jssupportticket::$_active_addons)){
                    jssupportticket::$jsst_data['time_taken'] = JSSTincluder::getJSModel('timetracking')->getTimeTakenByTicketId($jsst_id);
                }
            }else{
                jssupportticket::$jsst_data['permission_granted'] = $this->validateTicketDetailForStaff($jsst_id);
                if (jssupportticket::$jsst_data['permission_granted']) { // validation passed
                    if(in_array('timetracking', jssupportticket::$_active_addons)){
                        $jsst_user_id = JSSTincluder::getObjectClass('user')->uid();
                        if(is_numeric($jsst_user_id)){
                            $jsst_transient_key = "ticket_time_start_".$jsst_id."_".$jsst_user_id;
                            $jsst_transient_data = gmdate("Y-m-d H:i:s");
                            set_transient($jsst_transient_key, $jsst_transient_data, DAY_IN_SECONDS);
                        }
                        jssupportticket::$jsst_data['time_taken'] = JSSTincluder::getJSModel('timetracking')->getTimeTakenByTicketId($jsst_id);
                    }
                }
            }

        } else { // user
            if(current_user_can('jsst_support_ticket') || current_user_can('jsst_support_ticket_tickets')){
                jssupportticket::$jsst_data['permission_granted'] = true;
                if(in_array('timetracking', jssupportticket::$_active_addons)){
                    $jsst_user_id = JSSTincluder::getObjectClass('user')->uid();
                    if(is_numeric($jsst_user_id)){
                        $jsst_transient_key = "ticket_time_start_".$jsst_id."_".$jsst_user_id;
                        $jsst_transient_data = gmdate("Y-m-d H:i:s");
                        set_transient($jsst_transient_key, $jsst_transient_data, DAY_IN_SECONDS);
                    }
                    jssupportticket::$jsst_data['time_taken'] = JSSTincluder::getJSModel('timetracking')->getTimeTakenByTicketId($jsst_id);
                }
            }
            elseif (!JSSTincluder::getObjectClass('user')->isguest())
                jssupportticket::$jsst_data['permission_granted'] = $this->validateTicketDetailForUser($jsst_id);
            else
                jssupportticket::$jsst_data['permission_granted'] = $this->validateTicketDetailForVisitor($jsst_id);
        }
        if (!jssupportticket::$jsst_data['permission_granted']) { // validation failed
            return;
        }

        do_action('jsst_ticket_detail_query');// TO HANDLE ALL THE QUERIES OF ADDONS

        $jsst_query = "SELECT ticket.*,priority.priority AS priority,priority.prioritycolour AS prioritycolour,department.departmentname AS departmentname,status.status AS statustitle,status.statuscolour,status.statusbgcolour, product.product AS producttitle
                     ".jssupportticket::$_addon_query['select']."
                    FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                    JOIN `" . jssupportticket::$_db->prefix . "js_ticket_statuses` AS status ON ticket.status = status.id
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_products` AS product ON ticket.productid = product.id
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                    ".jssupportticket::$_addon_query['join']."
                    WHERE ticket.id = " . esc_sql($jsst_id);
        jssupportticket::$jsst_data[0] = jssupportticket::$_db->get_row($jsst_query);
        do_action('jsst_reset_aadon_query');
        // check email is ban
        if(in_array('banemail', jssupportticket::$_active_addons) && !empty(jssupportticket::$jsst_data[0]->email)){
            $jsst_query = "SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_email_banlist` WHERE email = '" . esc_sql(jssupportticket::$jsst_data[0]->email) . "'";
            jssupportticket::$jsst_data[7] = jssupportticket::$_db->get_var($jsst_query);
            if (jssupportticket::$_db->last_error != null) {
                JSSTincluder::getJSModel('systemerror')->addSystemError();
            }
        }else{
            jssupportticket::$jsst_data[7] = 0;
        }
        if(in_array('note', jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('note')->getNotes($jsst_id);
        }
        JSSTincluder::getJSModel('reply')->getReplies($jsst_id);
        jssupportticket::$jsst_data['ticket_attachment'] = JSSTincluder::getJSModel('attachment')->getAttachmentForReply($jsst_id, 0);
        $this->getTicketHistory($jsst_id);

        if(jssupportticket::$jsst_data[0]->uid > 0){

            //count all ticket of user
            $jsst_query = "SELECT COUNT(id) FROM `" .jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE `uid` = ".esc_sql(jssupportticket::$jsst_data[0]->uid);
            jssupportticket::$jsst_data['nticket'] = jssupportticket::$_db->get_var($jsst_query);

            //get user tickets for right widget
            $jsst_inquery = " WHERE ticket.id != " . esc_sql($jsst_id) . " AND ticket.uid = " . esc_sql(jssupportticket::$jsst_data[0]->uid);
            if(!is_admin() && in_array('agent', jssupportticket::$_active_addons) && jssupportticket::$jsst_data['user_staff']){
                $jsst_allowed = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('All Tickets');
                if($jsst_allowed != true){
                    $jsst_staffid = JSSTincluder::getJSModel('agent')->getStaffId(JSSTincluder::getObjectClass('user')->uid());
                    if(is_numeric($jsst_staffid))
                        $jsst_inquery .= " AND (ticket.staffid = $jsst_staffid OR ticket.departmentid IN (SELECT dept.departmentid FROM `" . jssupportticket::$_db->prefix . "js_ticket_acl_user_access_departments` AS dept WHERE dept.staffid = ".esc_sql($jsst_staffid)."))";
                }
            }
            $jsst_query = "SELECT ticket.id,ticket.subject,ticket.status,ticket.lock,ticket.isoverdue,ticket.multiformid,priority.priority AS priority,priority.prioritycolour AS prioritycolour,department.departmentname AS departmentname,status.status AS statustitle,status.statuscolour,status.statusbgcolour
                    FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                    JOIN `" . jssupportticket::$_db->prefix . "js_ticket_statuses` AS status ON ticket.status = status.id
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id";
            $jsst_query .= $jsst_inquery . " LIMIT 3 ";
            jssupportticket::$jsst_data['usertickets'] = jssupportticket::$_db->get_results($jsst_query);
        }
        //Hooks
        do_action('jsst-ticketbeforeview', jssupportticket::$jsst_data);

        return;
    }

    function getTicketToken($jsst_id) {
        if (!is_numeric($jsst_id)){
            return $jsst_id;
        }
        $jsst_token = "";
        $jsst_query = "SELECT ticket.token
                    FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                    WHERE ticket.id = " . esc_sql($jsst_id);
        $jsst_token = jssupportticket::$_db->get_var($jsst_query);
        return $jsst_token;
    }

    function validateUserForTicket($jsst_id) {
        if (!is_numeric($jsst_id)) return false;
        if (!JSSTincluder::getObjectClass('user')->isguest()) {

        } else {
            jssupportticket::$jsst_data['permission_granted'] = $this->checkTokenForTicketDetail($jsst_id);
        }
        return;
    }

    function getRandomTicketId() {
        $jsst_match = '';
        $jsst_customticketno = '';
        $jsst_count = 0;
        //$jsst_match = 'Y';
        do {
            $jsst_count++;
            $jsst_ticketid = "";
            $jsst_length = 9;
            $jsst_sequence = jssupportticket::$_config['ticketid_sequence'];
            if($jsst_sequence == 1){
                $jsst_possible = "2346789bcdfghjkmnpqrtvwxyzBCDFGHJKLMNPQRTVWXYZ";
                // we refer to the length of $jsst_possible a few times, so let's grab it now
                $jsst_maxlength = jssupportticketphplib::JSST_strlen($jsst_possible);
                if ($jsst_length > $jsst_maxlength) { // check for length overflow and truncate if necessary
                    $jsst_length = $jsst_maxlength;
                }
                // set up a counter for how many characters are in the ticketid so far
                $jsst_i = 0;
                // add random characters to $jsst_password until $jsst_length is reached
                while ($jsst_i < $jsst_length) {
                    // pick a random character from the possible ones
                    $jsst_char = jssupportticketphplib::JSST_substr($jsst_possible, wp_rand(0, $jsst_maxlength - 1), 1);
                    if (!strstr($jsst_ticketid, $jsst_char)) {
                        if ($jsst_i == 0) {
                            if (ctype_alpha($jsst_char)) {
                                $jsst_ticketid .= $jsst_char;
                                $jsst_i++;
                            }
                        } else {
                            $jsst_ticketid .= $jsst_char;
                            $jsst_i++;
                        }
                    }
                }
            }else{ // Sequential ticketid
                if($jsst_ticketid == ""){
                    $jsst_ticketid = 0; // by default its set to zero
                }
                //$jsst_maxquery = "SELECT max(convert(ticketid, SIGNED INTEGER)) FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets`";
                $jsst_maxquery = "SELECT max(customticketno) FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets`";
                $jsst_maxticketid = jssupportticket::$_db->get_var($jsst_maxquery);
                if(is_numeric($jsst_maxticketid)){
                    $jsst_ticketid = $jsst_maxticketid + $jsst_count;
                }else{
                    $jsst_ticketid = $jsst_ticketid + $jsst_count;
                }
                $jsst_customticketno = $jsst_ticketid;
                $jsst_padding_zeros = JSSTincluder::getJSModel('configuration')->getConfigValue('padding_zeros_ticketid');

                $jsst_idlen = jssupportticketphplib::JSST_strlen($jsst_ticketid);
                while ($jsst_idlen < $jsst_padding_zeros) {
                    $jsst_ticketid = "0".$jsst_ticketid;
                    $jsst_idlen = jssupportticketphplib::JSST_strlen($jsst_ticketid);
                }
            }
            $jsst_prefix = "";
            $jsst_suffix = "";          
            $jsst_prefix = JSSTincluder::getJSModel('configuration')->getConfigValue('prefix_ticketid');
            $jsst_suffix = JSSTincluder::getJSModel('configuration')->getConfigValue('suffix_ticketid');
            $jsst_prefix = jssupportticketphplib::JSST_trim($jsst_prefix);
            $jsst_suffix = jssupportticketphplib::JSST_trim($jsst_suffix);
            if($jsst_prefix) $jsst_ticketid = $jsst_prefix . $jsst_ticketid;
            if($jsst_suffix) $jsst_ticketid = $jsst_ticketid . $jsst_suffix;
            
            $jsst_query = "SELECT count(ticketid) FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE ticketid = '".esc_sql($jsst_ticketid) ."'";
            $jsst_row = jssupportticket::$_db->get_var($jsst_query);
            if($jsst_row > 0)
                $jsst_match = 'Y';
            else
                $jsst_match = 'N';
            /*
            $jsst_rows = jssupportticket::$_db->get_results($jsst_query);
                foreach ($jsst_rows as $jsst_row) {
                    if ($jsst_ticketid == $jsst_row->ticketid)
                        $jsst_match = 'Y';
                    else
                        $jsst_match = 'N';
                }
             */   
        }while ($jsst_match == 'Y');
        $jsst_result = array();
        $jsst_result['ticketid'] = $jsst_ticketid;
        $jsst_result['customticketno'] = $jsst_customticketno;
        return $jsst_result;
    }

    function countTicket($jsst_emailorid) {
        if (is_numeric($jsst_emailorid)) { // its UserID
            $jsst_counts = jssupportticket::$_db->get_var("SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE uid = " . esc_sql($jsst_emailorid));
        } else { // its EmailAddress
            $jsst_counts = jssupportticket::$_db->get_var("SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE email = '" . esc_sql($jsst_emailorid) . "'");
        }
        return $jsst_counts;
    }

    function getUnresolvedAdminTicketsCount() {
        $jsst_counts = jssupportticket::$_db->get_var("SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket WHERE ticket.status != 4 AND ticket.status != 5 AND ticket.status != 6");
        return $jsst_counts;
    }

    function countOpenTicket($jsst_emailorid) {
        if (is_numeric($jsst_emailorid)) { // its UserID
            $jsst_counts = jssupportticket::$_db->get_var("SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE uid = " . esc_sql($jsst_emailorid) . " AND status != 5");
        } else { // its EmailAddress
            $jsst_counts = jssupportticket::$_db->get_var("SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE email = '" . esc_sql($jsst_emailorid) . "' AND status != 5");
        }
        return $jsst_counts;
    }

    function checkBannedEmail($jsst_emailaddress) {
        if(!in_array('banemail', jssupportticket::$_active_addons)){
            return true;
        }
        $jsst_counts = jssupportticket::$_db->get_var("SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_email_banlist` WHERE email = '" . esc_sql($jsst_emailaddress) . "'");
        if ($jsst_counts > 0) {
            $jsst_data['loggeremail'] = $jsst_emailaddress;
            $jsst_data['title'] = esc_html(__('Ban Email', 'js-support-ticket'));
            $jsst_data['log'] = esc_html(__('Ban email try to create ticket', 'js-support-ticket'));
            $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user name
            $jsst_currentUserName = $jsst_current_user->display_name;
            $jsst_data['logger'] = $jsst_currentUserName;
            $jsst_data['ipaddress'] = $this->getIpAddress();
            JSSTincluder::getJSModel('banemaillog')->storebanemaillog($jsst_data);
            JSSTmessage::setMessage(esc_html(__('Banned email cannot create ticket', 'js-support-ticket')), 'error');
            return false;
        }
        return true;
    }

    function getIpAddress() {
        //if client use the direct ip
        if (!empty($_SERVER['HTTP_CLIENT_IP'])) {
            $jsst_ip = jssupportticket::JSST_sanitizeData($_SERVER['HTTP_CLIENT_IP']); // JSST_sanitizeData() function uses wordpress santize functions
        } elseif (!empty($_SERVER['HTTP_X_FORWARDED_FOR'])) {
            $jsst_ip = jssupportticket::JSST_sanitizeData($_SERVER['HTTP_X_FORWARDED_FOR']); // JSST_sanitizeData() function uses wordpress santize functions
        } else {
            $jsst_ip = jssupportticket::JSST_sanitizeData($_SERVER['REMOTE_ADDR']); // JSST_sanitizeData() function uses wordpress santize functions
        }
        return $jsst_ip;
    }

    function ticketValidate($jsst_emailaddress) {
        //check the banned user / email
        if(in_array('banemail', jssupportticket::$_active_addons)){
            if (!$this->checkBannedEmail($jsst_emailaddress)) {
                return false;
            }
        }
        if(in_array('maxticket', jssupportticket::$_active_addons)){
            //check the Maximum Tickets
            if (!JSSTincluder::getJSModel('maxticket')->checkMaxTickets($jsst_emailaddress)) {
                return false;
            }

            //check the Maximum Open Tickets

            if (!JSSTincluder::getJSModel('maxticket')->checkMaxOpenTickets($jsst_emailaddress)) {
                return false;
            }
        }

        return true;
    }

    function captchaValidate() {
        if (JSSTincluder::getObjectClass('user')->isguest()) {
            if (jssupportticket::$_config['show_captcha_on_visitor_from_ticket'] == 1) {
                if (jssupportticket::$_config['captcha_selection'] == 1) { // Google recaptcha
                    $jsst_gresponse = jssupportticket::JSST_sanitizeData($_POST['g-recaptcha-response']); // JSST_sanitizeData() function uses wordpress santize functions
                    $jsst_resp = JSSTGoogleRecaptchaHTTPPost(jssupportticket::$_config['recaptcha_privatekey'],$jsst_gresponse);

                    if ($jsst_resp == true) {
                        return true;
                    } else {
                        # set the error code so that we can display it
                        JSSTmessage::setMessage(esc_html(__('Incorrect Captcha code', 'js-support-ticket')), 'error');
                        return false;
                    }
                } else { // own captcha
                    $jsst_captcha = new JSSTcaptcha;
                    $jsst_result = $jsst_captcha->checkCaptchaUserForm();
                    if ($jsst_result == 1) {
                        return true;
                    } else {
                        JSSTmessage::setMessage(esc_html(__('Incorrect Captcha code', 'js-support-ticket')), 'error');
                        return false;
                    }
                }
            }
        }
    return true;
    }

    function storeTickets($jsst_data) {
        if (isset($jsst_data['email'])) {
            $jsst_checkduplicatetk = $this->checkIsTicketDuplicate($jsst_data['subject'],$jsst_data['email']);
            if(!$jsst_checkduplicatetk){
                return false;
            }
        }
        if(isset($jsst_data['departmentid']) && $jsst_data['departmentid'] == ''){
            // auto assign
            $jsst_data['departmentid'] = JSSTincluder::getJSModel('department')->getDepartmentIDForAutoAssign();
        }

        if (!is_admin() && ( !isset($jsst_data['ticketviaemail']) || $jsst_data['ticketviaemail'] != 1) ) { //if not admin or Email Piping
            if (!$this->captchaValidate()) {
                //JSSTmessage::setMessage(esc_html(__('Incorrect Captcha code', 'js-support-ticket')), 'error');
                return false;
            }
            $jsst_email = isset($jsst_data['email']) ? $jsst_data['email'] : '';
            if (!$this->ticketValidate($jsst_email)) {
                return 3;
            }
        }

        //paid support validation
        if(in_array('paidsupport', jssupportticket::$_active_addons) && class_exists('WooCommerce')){
            //ignore if admin or agent or visitor
            if(!JSSTincluder::getObjectClass('user')->isguest() && !is_admin() && !(in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff())){
                $jsst_paidsupport = JSSTincluder::getJSModel('paidsupport')->getPaidSupportList(JSSTincluder::getObjectClass('user')->wpuid(),$jsst_data['paidsupportid']);
                if(empty($jsst_paidsupport)){
                    JSSTmessage::setMessage(esc_html(__('Please select paid support item', 'js-support-ticket')), 'error');
                    return false;
                }
            }
        }

        $jsst_data['ticketviaemail'] = isset($jsst_data['ticketviaemail']) ? $jsst_data['ticketviaemail'] : 0;
        if($jsst_data['ticketviaemail'] != 1){ // do not check in ticket via email case
            //envato purchase code validation
            if(in_array('envatovalidation', jssupportticket::$_active_addons)){
                $jsst_code = isset($jsst_data['envatopurchasecode']) ? $jsst_data['envatopurchasecode'] : '';
                $jsst_pcode = isset($jsst_data['prev_envatopurchasecode']) ? $jsst_data['prev_envatopurchasecode'] : '';
                $jsst_required = JSSTincluder::getJSModel('configuration')->getConfigValue('envato_license_required');
                if($jsst_required != 1 && empty($jsst_code) && !empty($jsst_pcode)){
                    $jsst_envatoData = '';
                }
                if( (!empty($jsst_code) && (empty($jsst_pcode) || $jsst_pcode!=$jsst_code)) || ($jsst_required==1 && (empty($jsst_pcode) || $jsst_pcode!=$jsst_code)) ){
                    $jsst_res = JSSTincluder::getJSModel('envatovalidation')->validatePurchaseCode($jsst_code);
                    if(!$jsst_res){
                        JSSTmessage::setMessage(esc_html(__('No purchase found with that code', 'js-support-ticket')), 'error');
                        return false;
                    }else{
                        $jsst_envatoData = wp_json_encode($jsst_res);
                    }
                }
            }
        }

        // edd license
        if($jsst_data['ticketviaemail'] != 1){ // do not check in ticket via email case
            if(in_array('easydigitaldownloads', jssupportticket::$_active_addons)){
                if(jssupportticket::$_config['verify_license_on_ticket_creation'] == 1){
                    if(isset($jsst_data['eddlicensekey'])){
                        if($jsst_data['eddlicensekey'] == ''){
                            JSSTmessage::setMessage(esc_html(__('Provide a valid license key to create a ticket.', 'js-support-ticket')), 'error');
                            return false;
                        }else{
                            $jsst_l_result = JSSTincluder::getJSModel('easydigitaldownloads')->getEDDLicenseVerification($jsst_data['eddlicensekey']);
                            if($jsst_l_result == 'expired'){
                                JSSTmessage::setMessage(esc_html(__('Your license has expired.', 'js-support-ticket')), 'error');
                                return false;
                            }elseif($jsst_l_result == 'inactive'){
                                JSSTmessage::setMessage(esc_html(__('Your license is not active, activate your license.', 'js-support-ticket')), 'error');
                                return false;
                            }
                        }
                    }
                }
            }
        }

        $jsst_sendEmail = true;
        if (isset($jsst_data['id']) && is_numeric($jsst_data['id'])) {
            $jsst_sendEmail = false;
            $jsst_updated = date_i18n('Y-m-d H:i:s');
            $jsst_created = $jsst_data['created'];
            if (isset($jsst_data['isoverdue']) &&  $jsst_data['isoverdue'] == 1) {// for edit case to change the overdue if criteria is passed
                $jsst_curdate = date_i18n('Y-m-d H:i:s');
                if (date_i18n('Y-m-d',strtotime($jsst_data['duedate'])) > date_i18n('Y-m-d',strtotime($jsst_curdate))){
                    $jsst_data['isoverdue'] = 0;
                }else{
                    $jsst_query = "SELECT ticket.duedate FROM `".jssupportticket::$_db->prefix."js_ticket_tickets` AS ticket WHERE ticket.id = ".esc_sql($jsst_data['id']);
                    $jsst_duedate = jssupportticket::$_db->get_var($jsst_query);
                    if(date_i18n('Y-m-d',strtotime($jsst_data['duedate'])) != date_i18n('Y-m-d',strtotime($jsst_duedate))){
                        JSSTticketModel::setMessage(esc_html(__('Due date error is not valid','js-support-ticket')),'error');
                        return; //Due Date must be greater then current date
                    }
                }
            }
            //to check hash
            $jsst_query = "SELECT hash,uid FROM `".jssupportticket::$_db->prefix."js_ticket_tickets` WHERE ticketid='".esc_sql($jsst_data['ticketid'])."'";
            $jsst_row = jssupportticket::$_db->get_row($jsst_query);
            $jsst_edituid = $jsst_row->uid;
            if( $jsst_row->hash != $this->generateHash($jsst_data['id']) ){
                return false;
            }//end
        } else {
            $jsst_idresult = $this->getRandomTicketId();
            $jsst_data['ticketid'] = $jsst_idresult['ticketid'];
            $jsst_data['token'] = $this->generateTicketToken();
            $jsst_data['customticketno'] = $jsst_idresult['customticketno'];

            $jsst_data['attachmentdir'] = $this->getRandomFolderName();
            $jsst_created = date_i18n('Y-m-d H:i:s');
            $jsst_updated = '';
        }

        if(isset($jsst_data['assigntome']) && $jsst_data['assigntome'] == 1){
            if (in_array('agent',jssupportticket::$_active_addons)) {
                $jsst_uid = JSSTincluder::getObjectClass('user')->uid();
                if(is_numeric($jsst_uid)){
                    $jsst_staffid = JSSTincluder::getJSModel('agent')->getStaffId($jsst_uid);
                    $jsst_data['staffid'] = $jsst_staffid;
                }
            }
        }else{
            $jsst_data['staffid'] = isset($jsst_data['staffid']) ? $jsst_data['staffid'] : '';
        }
        $jsst_data['status'] = isset($jsst_data['status']) ? $jsst_data['status'] : '1';
        if($jsst_data['status'] == 0) $jsst_data['status'] = 1;
        $jsst_data['duedate'] = !empty($jsst_data['duedate']) ? date_i18n('Y-m-d',strtotime($jsst_data['duedate']))  : '';
        $jsst_data['lastreply'] = isset($jsst_data['lastreply']) ? $jsst_data['lastreply'] : '';
        if (isset($jsst_data['jsticket_message'])) {
            $jsst_data['message'] = JSSTincluder::getJSModel('jssupportticket')->getSanitizedEditorData($jsst_data['jsticket_message']); // use jsticket_message to avoid conflict
            $jsst_jsticket_message = JSSTincluder::getJSModel('jssupportticket')->jsstremovetags($jsst_data['message']);
            $jsst_jsticket_message = JSSTincluder::getJSmodel('jssupportticket')->stripslashesFull($jsst_jsticket_message);
        }
        //check if message field is set as required or not
        $jsst_isRequired = JSSTincluder::getJSmodel('fieldordering')->checkIsFieldRequired('issuesummary',$jsst_data['multiformid']);
        if(empty($jsst_data['message']) && $jsst_isRequired == 1){
            JSSTmessage::setMessage(esc_html(__('Message field cannot be empty', 'js-support-ticket')), 'error');
            return false;
        }
        $jsst_data = jssupportticket::JSST_sanitizeData($jsst_data); // JSST_sanitizeData() function uses wordpress santize functions
        if(isset($jsst_envatoData)){
            $jsst_data['envatodata'] = $jsst_envatoData;
        }
        //custom field code start
        $jsst_customflagforadd = false;
        $jsst_customflagfordelete = false;
        $jsst_custom_field_namesforadd = array();
        $jsst_custom_field_namesfordelete = array();
        //if(!isset($jsst_data['multiformid'])) $jsst_data['multiformid'] = ""; may a fix
        $jsst_userfield = JSSTincluder::getJSModel('fieldordering')->getUserfieldsfor(1,$jsst_data['multiformid']);
        $jsst_params = array();
        $jsst_maxfilesizeallowed = jssupportticket::$_config['file_maximum_size'];
        foreach ($jsst_userfield AS $jsst_ufobj) {
            $jsst_vardata = '';
            if($jsst_ufobj->userfieldtype == 'file'){
                if(isset($jsst_data[$jsst_ufobj->field.'_1']) && $jsst_data[$jsst_ufobj->field.'_1']== 0){
                    $jsst_vardata = $jsst_data[$jsst_ufobj->field.'_2'];
                }
                $jsst_customflagforadd=true;
                $jsst_custom_field_namesforadd[]=$jsst_ufobj->field;
            }else if($jsst_ufobj->userfieldtype == 'date'){
                //gmdate makes error
                $jsst_vardata = isset($jsst_data[$jsst_ufobj->field]) ? gmdate("Y-m-d", jssupportticketphplib::JSST_strtotime($jsst_data[$jsst_ufobj->field])) : '';
            }else{
                $jsst_vardata = isset($jsst_data[$jsst_ufobj->field]) ? $jsst_data[$jsst_ufobj->field] : '';
            }
            if(isset($jsst_data[$jsst_ufobj->field.'_1']) && $jsst_data[$jsst_ufobj->field.'_1'] == 1){
                $jsst_customflagfordelete = true;
                $jsst_custom_field_namesfordelete[]= $jsst_data[$jsst_ufobj->field.'_2'];
            }
            if($jsst_vardata != ''){

                if(is_array($jsst_vardata)){
                    $jsst_vardata = implode(', ', array_filter($jsst_vardata));
                }
                $jsst_params[$jsst_ufobj->field] = jssupportticketphplib::JSST_htmlentities($jsst_vardata);
            }
        }
        if($jsst_data['id'] != ''){
            if(is_numeric($jsst_data['id'])){
                $jsst_query = "SELECT params FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_data['id']);
                $jsst_oParams = jssupportticket::$_db->get_var($jsst_query);

                if(!empty($jsst_oParams)){
                    $jsst_oParams = json_decode($jsst_oParams,true);
                    $jsst_unpublihsedFields = JSSTincluder::getJSModel('fieldordering')->getUserUnpublishFieldsfor(1);
                    foreach($jsst_unpublihsedFields AS $jsst_field){
                        if(isset($jsst_oParams[$jsst_field->field])){
                            $jsst_params[$jsst_field->field] = $jsst_oParams[$jsst_field->field];
                        }
                    }
                }
            }
        }
        $jsst_params = html_entity_decode(wp_json_encode($jsst_params, JSON_UNESCAPED_UNICODE));
        $jsst_data['params'] = $jsst_params;
        //custom field code end

    if (!empty($jsst_jsticket_message)) {
            $jsst_data['message'] = $jsst_jsticket_message;
        }
        $jsst_data['created'] = $jsst_created;
        $jsst_data['updated'] = $jsst_updated;

        if($jsst_data['uid'] == 0 && isset($_SESSION['js-support-ticket']['notificationid'])){
            $jsst_data['notificationid'] = jssupportticket::JSST_sanitizeData($_SESSION['js-support-ticket']['notificationid']); // JSST_sanitizeData() function uses wordpress santize functions
        }
        if(isset($jsst_data['id']) && is_numeric($jsst_data['id'])){
           $jsst_data['uid'] = $jsst_edituid;
        }
        $jsst_sendnotification = false;
        $jsst_row = JSSTincluder::getJSTable('tickets');
        // this line make problem with custom field data (latin words)
        //$jsst_data = JSSTincluder::getJSmodel('jssupportticket')->stripslashesFull($jsst_data);// remove slashes with quotes.
        $jsst_error = 0;
        if (!$jsst_row->bind($jsst_data)) {
            $jsst_error = 1;
        }
        if (!$jsst_row->store()) {
            $jsst_error = 1;
        }

        if ($jsst_error == 1) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
            $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
            $jsst_sendEmail = false;
            JSSTmessage::setMessage(esc_html(__('Ticket has not been created', 'js-support-ticket')), 'error');
        } else {
            $jsst_ticketid = $jsst_row->id;
            $jsst_sendnotification = true;
            $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));

            //update hash value against ticket
            $jsst_hash = $this->generateHash($jsst_ticketid);
            $jsst_query = "UPDATE `" . jssupportticket::$_db->prefix . "js_ticket_tickets` SET `hash`='".esc_sql($jsst_hash)."' WHERE id=".esc_sql($jsst_ticketid);
            jssupportticket::$_db->query($jsst_query);

            // Storing Attachments
            $jsst_data['ticketid'] = $jsst_ticketid;
            if($jsst_data['ticketviaemail'] != 1){ // since ticket via emial attacments are handled saprately
               JSSTincluder::getJSModel('attachment')->storeAttachments($jsst_data);
               JSSTmessage::setMessage(esc_html(__('Ticket created', 'js-support-ticket')), 'updated');

               //removing custom field attachments
                if($jsst_customflagfordelete == true){
                    foreach ($jsst_custom_field_namesfordelete as $jsst_key) {
                       $jsst_res = $this->removeFileCustom($jsst_ticketid,$jsst_key);
                    }
                }
                //storing custom field attachments
                if($jsst_customflagforadd == true){
                    foreach ($jsst_custom_field_namesforadd as $jsst_key) {
                        if ($_FILES[$jsst_key]['size'] > 0) { // logo
                           $jsst_res = $this->uploadFileCustom($jsst_ticketid,$jsst_key);
                        }
                    }
                }

                //update paid support item tickets
                if(isset($jsst_paidsupport)){
                    $jsst_paidsupport = $jsst_paidsupport[0];
                    $jsst_res = JSSTincluder::getJSModel('paidsupport')->recordTicket($jsst_paidsupport->itemid, $jsst_ticketid);
                    if($jsst_res){
                        $jsst_t = JSSTincluder::getJSTable('tickets');
                        if($jsst_t->bind(array('id'=>$jsst_ticketid,'paidsupportitemid'=>$jsst_paidsupport->itemid))){
                            $jsst_t->store();
                        }
                    }
                }

            }
        }
        do_action('jsst_after_ticket_create',$jsst_data,$jsst_ticketid);
        

        /* Push Notification */
        if($jsst_data['id'] == '' && $jsst_sendnotification == true && in_array('notification', jssupportticket::$_active_addons)){
            $jsst_dataarray = array();
            $jsst_dataarray['title'] = $jsst_data['subject'];
            $jsst_dataarray['body'] = esc_html(__("created","js-support-ticket"));

            //send notification to admin
            $jsst_devicetoken = JSSTincluder::getJSModel('notification')->checkSubscriptionForAdmin();
            if($jsst_devicetoken){
                $jsst_dataarray['link'] = admin_url("admin.php?page=ticket&jstlay=ticketdetail&jssupportticketid=".$jsst_ticketid);
                $jsst_dataarray['devicetoken'] = $jsst_devicetoken;
                $jsst_value = jssupportticket::$_config[md5(JSTN)];
                if($jsst_value != ''){
                  do_action('jsst_send_push_notification',$jsst_dataarray);
                }else{
                  do_action('jsst_resetnotificationvalues');
                }
            }

            $jsst_dataarray['link'] = jssupportticket::makeUrl(array('jstmod'=>'ticket', 'jstlay'=>'ticketdetail', "jssupportticketid"=>$jsst_ticketid,'jsstpageid'=>jssupportticket::getPageid()));
            // for department staff
            if(!empty($jsst_data['departmentid']) && is_numeric($jsst_data['departmentid'])){
                JSSTincluder::getJSModel('notification')->sendNotificationToDepartment($jsst_data['departmentid'],$jsst_dataarray);
            }
            // for all
            if(isset($jsst_data['departmentid']) && $jsst_data['departmentid'] == ''){
                JSSTincluder::getJSModel('notification')->sendNotificationToAllStaff($jsst_dataarray);
            }

            // send notification to uid(ticket create for)
            if($jsst_data['uid'] > 0 && is_numeric($jsst_data['uid']) && ($jsst_data['uid'] != JSSTincluder::getObjectClass('user')->uid())){
                $jsst_devicetoken = JSSTincluder::getJSModel('notification')->getUserDeviceToken($jsst_data['uid']);
                $jsst_dataarray['devicetoken'] = $jsst_devicetoken;
                if($jsst_devicetoken != '' && !empty($jsst_devicetoken)){
                    $jsst_value = jssupportticket::$_config[md5(JSTN)];
                    if($jsst_value != ''){
                      do_action('jsst_send_push_notification',$jsst_dataarray);
                    }else{
                      do_action('jsst_resetnotificationvalues');
                    }
                }
            }else if($jsst_data['uid'] == 0 && isset($jsst_data['notificationid']) && $jsst_data['notificationid'] != ""){ //visitor
                $jsst_tokenarray['emailaddress'] = $jsst_data['email'];
                $jsst_tokenarray['trackingid'] = $jsst_data['ticketid'];
                $jsst_tokenarray['sitelink']=JSSTincluder::getJSModel('jssupportticket')->getEncriptedSiteLink();
                $jsst_token = wp_json_encode($jsst_tokenarray);
                include_once JSST_PLUGIN_PATH . 'includes/encoder.php';
                $jsst_encoder = new JSSTEncoder();
                $jsst_encryptedtext = $jsst_encoder->encrypt($jsst_token);
                $jsst_dataarray['link'] = jssupportticket::makeUrl(array('jstmod'=>'ticket' ,'task'=>'showticketstatus','action'=>'jstask','token'=>$jsst_encryptedtext,'jsstpageid'=>jssupportticket::getPageid()));
                $jsst_devicetoken = JSSTincluder::getJSModel('notification')->getUserDeviceToken($jsst_data['notificationid'],0);
                $jsst_dataarray['devicetoken'] = $jsst_devicetoken;
                if($jsst_devicetoken != '' && !empty($jsst_devicetoken)){
                    $jsst_value = jssupportticket::$_config[md5(JSTN)];
                    if($jsst_value != ''){
                      do_action('jsst_send_push_notification',$jsst_dataarray);
                    }else{
                      do_action('jsst_resetnotificationvalues');
                    }
                }
            }

        }


        /* for activity log */
        if (!JSSTincluder::getObjectClass('user')->isguest()) {
            $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user name
            $jsst_currentUserName = $jsst_current_user->display_name;
        }else{
            $jsst_currentUserName = esc_html(__('Guest','js-support-ticket'));
        }
        $jsst_eventtype = esc_html(__('New ticket', 'js-support-ticket'));
        if (isset($jsst_data['id']) && is_numeric($jsst_data['id'])) {
            $jsst_message = esc_html(__('Ticket is updated by', 'js-support-ticket')) . " ( " . $jsst_currentUserName . " ) ";
        } else {
            $jsst_message = esc_html(__('Ticket is created by', 'js-support-ticket')) . " ( " . $jsst_currentUserName . " ) ";
        }
        if(in_array('tickethistory', jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('tickethistory')->addActivityLog($jsst_ticketid, 1, $jsst_eventtype, $jsst_message, $jsst_messagetype);
        }

        // Send Emails
        if ($jsst_sendEmail == true) {
            JSSTincluder::getJSModel('email')->sendMail(1, 1, $jsst_ticketid); // Mailfor, Create Ticket, Ticketid
            //For Hook
            $jsst_ticketobject = jssupportticket::$_db->get_row("SELECT * FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_ticketid));
            do_action('jsst-ticketcreate', $jsst_ticketobject);
        }
        /* to store internal notes */
        if(in_array('note', jssupportticket::$_active_addons)){
            if (isset($jsst_data['internalnote']) && $jsst_data['internalnote'] != '') {
                JSSTincluder::getJSModel('note')->storeTicketInternalNote($jsst_data, $jsst_data['internalnote']);
            }
        }
        /* agent auto assign */
        do_action('jsst-agentautoassign', $jsst_ticketid);
        return $jsst_ticketid;
    }

    function uploadFileCustom($jsst_id,$jsst_field){
        if(is_numeric($jsst_id))
            JSSTincluder::getObjectClass('uploads')->storeTicketCustomUploadFile($jsst_id,$jsst_field);
    }

    function storeUploadFieldValueInParams($jsst_ticketid,$jsst_filename,$jsst_field){
        if(!is_numeric($jsst_ticketid)) return false;
        $jsst_query = "SELECT params FROM `".jssupportticket::$_db->prefix."js_ticket_tickets` WHERE id = ".esc_sql($jsst_ticketid);
        $jsst_params = jssupportticket::$_db->get_var($jsst_query);
        $jsst_decoded_params = json_decode($jsst_params,true);
        $jsst_decoded_params[$jsst_field] = $jsst_filename;
        $jsst_encoded_params = wp_json_encode($jsst_decoded_params, JSON_UNESCAPED_UNICODE);
        $jsst_query = "UPDATE `" . jssupportticket::$_db->prefix . "js_ticket_tickets` SET params = '" . esc_sql($jsst_encoded_params) . "' WHERE id = " . esc_sql($jsst_ticketid);
        jssupportticket::$_db->query($jsst_query);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        return;
    }

    function removeTicket($jsst_id) {
        $jsst_sendEmail = true;
        if (!is_numeric($jsst_id))
            return false;
        if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
            $jsst_allowed = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Delete Ticket');
            if ($jsst_allowed != true) {
                JSSTmessage::setMessage(esc_html(__('You are not allowed', 'js-support-ticket')), 'error');
                return;
            }
        }
        if ($this->canRemoveTicket($jsst_id)) {
            jssupportticket::$jsst_data['ticketid'] = $this->getTrackingIdById($jsst_id);
            jssupportticket::$jsst_data['ticketemail'] = $this->getTicketEmailById($jsst_id);
            jssupportticket::$jsst_data['staffid'] = $this->getStaffIdById($jsst_id);
            jssupportticket::$jsst_data['ticketsubject'] = $this->getTicketSubjectById($jsst_id);
            // delete attachments
            $this->removeTicketAttachmentsByTicketid($jsst_id);

            $jsst_row = JSSTincluder::getJSTable('tickets');
            if ($jsst_row->delete($jsst_id)) {
                $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));
                JSSTmessage::setMessage(esc_html(__('Ticket has been deleted', 'js-support-ticket')), 'updated');
            } else {
                JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
                JSSTmessage::setMessage(esc_html(__('Ticket has not been deleted', 'js-support-ticket')), 'error');
                $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
                $jsst_sendEmail = false;
            }

            // Send Emails
            if ($jsst_sendEmail == true) {
                JSSTincluder::getJSModel('email')->sendMail(1, 3); // Mailfor, Delete Ticket
                $jsst_ticketobject = (object) array('ticketid' => jssupportticket::$jsst_data['ticketid'], 'ticketemail' => jssupportticket::$jsst_data['ticketemail']);
                do_action('jsst-ticketdelete', $jsst_ticketobject);
            }
            if(in_array('note', jssupportticket::$_active_addons)){
                // delete internal notes
                JSSTincluder::getJSModel('note')->removeTicketInternalNote($jsst_id);
            }
            // delete replies
            JSSTincluder::getJSModel('reply')->removeTicketReplies($jsst_id);
        } elseif (JSSTincluder::getObjectClass('user')->uid() != 0) { // Not visitor {
            JSSTmessage::setMessage(esc_html(__('Ticket','js-support-ticket')).' '. esc_html(__('in use cannot be deleted', 'js-support-ticket')), 'error');
        }

        return;
    }

    function removeEnforceTicket($jsst_id) {
        if (!current_user_can('manage_options') || !is_numeric($jsst_id)) { //only admin can change it.
            return false;
        }
        $jsst_sendEmail = true;
        if (!is_numeric($jsst_id))
            return false;
        if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
            $jsst_allowed = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Delete Ticket');
            if ($jsst_allowed != true) {
                JSSTmessage::setMessage(esc_html(__('You are not allowed', 'js-support-ticket')), 'error');
                return;
            }
        }

        jssupportticket::$jsst_data['ticketid'] = $this->getTrackingIdById($jsst_id);
        jssupportticket::$jsst_data['ticketemail'] = $this->getTicketEmailById($jsst_id);
        jssupportticket::$jsst_data['staffid'] = $this->getStaffIdById($jsst_id);
        jssupportticket::$jsst_data['ticketsubject'] = $this->getTicketSubjectById($jsst_id);
        // delete attachments
        $this->removeTicketAttachmentsByTicketid($jsst_id);

        $jsst_row = JSSTincluder::getJSTable('tickets');
        if ($jsst_row->delete($jsst_id)) {
        // delete attachments
        //$this->removeTicketAttachmentsByTicketid($jsst_id);
            $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));
            JSSTmessage::setMessage(esc_html(__('Ticket has been deleted', 'js-support-ticket')), 'updated');
        } else {
            JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
            JSSTmessage::setMessage(esc_html(__('Ticket has not been deleted', 'js-support-ticket')), 'error');
            $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
            $jsst_sendEmail = false;
        }

        // Send Emails
        if ($jsst_sendEmail == true) {
            JSSTincluder::getJSModel('email')->sendMail(1, 3); // Mailfor, Delete Ticket
            $jsst_ticketobject = (object) array('ticketid' => jssupportticket::$jsst_data['ticketid'], 'ticketemail' => jssupportticket::$jsst_data['ticketemail']);
            do_action('jsst-ticketdelete', $jsst_ticketobject);
        }
        if(in_array('note', jssupportticket::$_active_addons)){
            // delete internal notes
            JSSTincluder::getJSModel('note')->removeTicketInternalNote($jsst_id);
        }
        // delete replies
        JSSTincluder::getJSModel('reply')->removeTicketReplies($jsst_id);

        return;
    }

    private function removeTicketAttachmentsByTicketid($jsst_id) {

        if (!is_numeric($jsst_id)) return false;

        // --- INITIALIZE WP_FILESYSTEM ---
        global $wp_filesystem;
        if (!function_exists('wp_handle_upload')) {
            do_action('jssupportticket_load_wp_file');
            WP_Filesystem();
        }
        $jsst_wp_filesystem = $wp_filesystem;

        $jsst_datadirectory = jssupportticket::$_config['data_directory'];
        $jsst_maindir = wp_upload_dir();
        $jsst_mainpath = $jsst_maindir['basedir'] . '/' . $jsst_datadirectory . '/attachmentdata';

        // Using prepare with your specific prefix format
        $jsst_query = jssupportticket::$_db->prepare(
            "SELECT attachmentdir FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = %d",
            $jsst_id
        );
        $jsst_foldername = jssupportticket::$_db->get_var($jsst_query);

        if (!empty($jsst_foldername)) {
            $jsst_folder_path = $jsst_mainpath . '/ticket/' . $jsst_foldername;

            // Use WP_Filesystem methods instead of file_exists, glob, unlink, and rmdir
            if ($jsst_wp_filesystem->exists($jsst_folder_path)) {
                // 'true' makes the delete recursive, clearing all files and the folder safely
                $jsst_wp_filesystem->delete($jsst_folder_path, true);

                // Secure DELETE query
                $jsst_delete_query = jssupportticket::$_db->prepare(
                    "DELETE FROM `" . jssupportticket::$_db->prefix . "js_ticket_attachments` WHERE ticketid = %d",
                    $jsst_id
                );
                jssupportticket::$_db->query($jsst_delete_query);
            }
        }
    }

    private function canRemoveTicket($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        if (!$this->canUserPerformThisAction($jsst_id)) {
            JSSTmessage::setMessage(esc_html(__('You are not allowed','js-support-ticket')), 'error');
            return false;
        }
        $jsst_query = "SELECT (
                    (SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_replies` WHERE ticketid = " . esc_sql($jsst_id) . ") ";
                    if(in_array('note', jssupportticket::$_active_addons)){
                        $jsst_query .= " +(SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_notes` WHERE ticketid = " . esc_sql($jsst_id) . ") ";
                    }
                    $jsst_query .= "
                    ) AS total";
        $jsst_result = jssupportticket::$_db->get_var($jsst_query);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        if ($jsst_result == 0)
            return true;
        else
            return false;
    }

    function canUserPerformThisAction($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        if (!is_admin()) {
            if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
                $jsst_allowed = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Delete Ticket');
                if ($jsst_allowed == true) {
                    return true;
                }
            }
            $jsst_query = "SELECT uid FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_id);
            $jsst_uid = jssupportticket::$_db->get_var($jsst_query);
            if (jssupportticket::$_db->last_error != null) {
                JSSTincluder::getJSModel('systemerror')->addSystemError();
            }
            $jsst_ticketUid = $this->getTicketUidById($jsst_id);
            $jsst_currentuserid = JSSTincluder::getObjectClass('user')->uid();
            if ($jsst_currentuserid != $jsst_ticketUid){
                return false;
            }
        }
        return true;
    }

    function getTicketUidById($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        $jsst_query = "SELECT uid FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_id);
        $jsst_uid = jssupportticket::$_db->get_var($jsst_query);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        return $jsst_uid;
    }

    function getTicketSubjectById($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        $jsst_query = "SELECT subject FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_id);
        $jsst_subject = jssupportticket::$_db->get_var($jsst_query);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        return $jsst_subject;
    }

    function getTrackingIdById($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        $jsst_query = "SELECT ticketid FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_id);
        $jsst_ticketid = jssupportticket::$_db->get_var($jsst_query);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        return $jsst_ticketid;
    }

    function getTicketEmailById($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        $jsst_query = "SELECT email FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_id);
        $jsst_ticketemail = jssupportticket::$_db->get_var($jsst_query);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        return $jsst_ticketemail;
    }

    function getStaffIdById($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        $jsst_query = "SELECT staffid FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_id);
        $jsst_staffid = jssupportticket::$_db->get_var($jsst_query);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        return $jsst_staffid;
    }

    function setStatus($jsst_status, $jsst_ticketid) {
        // 0 -> New Ticket
        // 1 -> Waiting admin/staff reply
        // 2 -> in progress
        // 3 -> waiting for customer reply
        // 4 -> close ticket
        if (!is_numeric($jsst_status))
            return false;
        if (!is_numeric($jsst_ticketid))
            return false;
        $jsst_row = JSSTincluder::getJSTable('tickets');
        if (!$jsst_row->update(array('id' => $jsst_ticketid, 'status' => $jsst_status))) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        return;
    }

    function getLastReply($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        $jsst_query = "SELECT reply.message FROM `" . jssupportticket::$_db->prefix . "js_ticket_replies` AS reply WHERE reply.ticketid = " . esc_sql($jsst_id) . " ORDER BY reply.created DESC LIMIT 1";
        $jsst_message =jssupportticket::$_db->query($jsst_query);
        return $jsst_message;
    }

    function updateLastReply($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        $jsst_date = date_i18n('Y-m-d H:i:s');
        $jsst_isanswered = " , isanswered = 0 ";
        if ( is_admin() || ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) ) {
            $jsst_isanswered = " , isanswered = 1 ";
        }
        $jsst_query = "UPDATE `" . jssupportticket::$_db->prefix . "js_ticket_tickets` SET lastreply = '" . esc_sql($jsst_date) . "' " . $jsst_isanswered . " WHERE id = " . esc_sql($jsst_id);
        jssupportticket::$_db->query($jsst_query);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        return;
    }

    function closeTicket($jsst_id ,$jsst_cron_flag = 0) { // second parameter is for crown call(when crown job is executed to hanled close ticket configuration)
        if (!is_numeric($jsst_id))
            return false;
        if($jsst_cron_flag == 0){
            //Check if its allowed to close ticket
            if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
                $jsst_allowed = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Close Ticket');
                if ($jsst_allowed != true) {
                    JSSTmessage::setMessage(esc_html(__('You are not allowed', 'js-support-ticket')), 'error');
                    return;
                }
            } else {
                if(!current_user_can('manage_options')){
                    // in case of user check for ticket owner
                    $jsst_current_uid = JSSTincluder::getObjectClass('user')->uid();
                    $jsst_ticket_uid = $this->getUIdById($jsst_id);
                    if ($jsst_current_uid != $jsst_ticket_uid) {
                        JSSTmessage::setMessage(esc_html(__('You are not allowed','js-support-ticket')), 'error');
                        return;
                    }
                }
            }
        }
        if (!$this->checkActionStatusSame($jsst_id, array('action' => 'closeticket'))) {
            JSSTmessage::setMessage(esc_html(__('Ticket already closed', 'js-support-ticket')), 'error');
            return;
        }
        $jsst_sendEmail = true;
        $jsst_date = date_i18n('Y-m-d H:i:s');
        if($jsst_cron_flag == 0){
            $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user id
            $jsst_closedby = isset($jsst_current_user->display_name) ? $jsst_current_user->id : -1;
        }else{
            $jsst_closedby = 0;
        }

        $jsst_row = JSSTincluder::getJSTable('tickets');
        if ($jsst_row->update(array('id' => $jsst_id, 'status' => 5, 'closed' => $jsst_date, 'closedby' => $jsst_closedby, 'isoverdue' => 0))) {

            JSSTmessage::setMessage(esc_html(__('Ticket has been closed', 'js-support-ticket')), 'updated');
            $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));
        } else {
            JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
            JSSTmessage::setMessage(esc_html(__('Ticket has not been closed', 'js-support-ticket')), 'error');
            $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
            $jsst_sendEmail = false;
        }

        /* for activity log */
        $jsst_ticketid = $jsst_id; // get the ticket id
        if($jsst_cron_flag == 0){
            $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user name
            $jsst_currentUserName = isset($jsst_current_user->display_name) ? $jsst_current_user->display_name : esc_html(__('Guest', 'js-support-ticket'));
        }else{
            $jsst_currentUserName = esc_html(__('System', 'js-support-ticket'));
        }
        $jsst_eventtype = esc_html(__('Close Ticket', 'js-support-ticket'));
        $jsst_message = esc_html(__('Ticket is closed by', 'js-support-ticket')) . " ( " . esc_html($jsst_currentUserName) . " ) ";
        if(in_array('tickethistory', jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('tickethistory')->addActivityLog($jsst_ticketid, 1, $jsst_eventtype, $jsst_message, $jsst_messagetype);
        }

        // Send Emails
        if ($jsst_sendEmail == true) {
            JSSTincluder::getJSModel('email')->sendMail(1, 2, $jsst_ticketid); // Mailfor, Close Ticket, Ticketid
            $jsst_ticketobject = jssupportticket::$_db->get_row("SELECT * FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_ticketid));
            do_action('jsst-ticketclose', $jsst_ticketobject);
        }
        // on ticket close make remove credentails data and show messsage on retrive.
        if(in_array('privatecredentials',jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('privatecredentials')->deleteCredentialsOnCloseTicket($jsst_ticketid);
        }
        return;
    }

    function getTicketListOrdering($jsst_sort) {
        switch ($jsst_sort) {
            case "subjectdesc":
                jssupportticket::$_ordering = "ticket.subject DESC";
                jssupportticket::$_sorton = "subject";
                jssupportticket::$_sortorder = "DESC";
                break;
            case "subjectasc":
                jssupportticket::$_ordering = "ticket.subject ASC";
                jssupportticket::$_sorton = "subject";
                jssupportticket::$_sortorder = "ASC";
                break;
            case "prioritydesc":
                jssupportticket::$_ordering = "priority.ordering DESC";
                jssupportticket::$_sorton = "priority";
                jssupportticket::$_sortorder = "DESC";
                break;
            case "priorityasc":
                jssupportticket::$_ordering = "priority.ordering ASC";
                jssupportticket::$_sorton = "priority";
                jssupportticket::$_sortorder = "ASC";
                break;
            case "ticketiddesc":
                jssupportticket::$_ordering = "ticket.ticketid DESC";
                jssupportticket::$_sorton = "ticketid";
                jssupportticket::$_sortorder = "DESC";
                break;
            case "ticketidasc":
                jssupportticket::$_ordering = "ticket.ticketid ASC";
                jssupportticket::$_sorton = "ticketid";
                jssupportticket::$_sortorder = "ASC";
                break;
            case "isanswereddesc":
                jssupportticket::$_ordering = "ticket.isanswered DESC";
                jssupportticket::$_sorton = "isanswered";
                jssupportticket::$_sortorder = "DESC";
                break;
            case "isansweredasc":
                jssupportticket::$_ordering = "ticket.isanswered ASC";
                jssupportticket::$_sorton = "isanswered";
                jssupportticket::$_sortorder = "ASC";
                break;
            case "statusdesc":
                jssupportticket::$_ordering = "ticket.status DESC";
                jssupportticket::$_sorton = "status";
                jssupportticket::$_sortorder = "DESC";
                break;
            case "statusasc":
                jssupportticket::$_ordering = "ticket.status ASC";
                jssupportticket::$_sorton = "status";
                jssupportticket::$_sortorder = "ASC";
                break;
            case "createddesc":
                jssupportticket::$_ordering = "ticket.created DESC";
                jssupportticket::$_sorton = "created";
                jssupportticket::$_sortorder = "DESC";
                break;
            case "createdasc":
                jssupportticket::$_ordering = "ticket.created ASC";
                jssupportticket::$_sorton = "created";
                jssupportticket::$_sortorder = "ASC";
                break;
            default:
                $jsst_sortbyconfig = jssupportticket::$_config['tickets_sorting'];
                if($jsst_sortbyconfig == 1){
                    $jsst_sortbyconfig = "ASC";
                }else{
                    $jsst_sortbyconfig = "DESC";
                }
                jssupportticket::$_ordering = "ticket.id $jsst_sortbyconfig";
            break;
        }
        return;
    }

    function getSortArg($jsst_type, $jsst_sort) {
        $jsst_mat = array();
        if (preg_match("/(\w+)(asc|desc)/i", $jsst_sort, $jsst_mat)) {
            if ($jsst_type == $jsst_mat[1]) {
                return ( $jsst_mat[2] == "asc" ) ? "{$jsst_type}desc" : "{$jsst_type}asc";
            } else {
                return $jsst_type . $jsst_mat[2];
            }
        }
        $jsst_sortlink = "id";
        // default sorting
        $jsst_sortbyconfig = jssupportticket::$_config['tickets_sorting'];
        if($jsst_sortbyconfig == 1){
            $jsst_sortbyconfig = "asc";
        }else{
            $jsst_sortbyconfig = "desc";
        }
        $jsst_sortlink = $jsst_sortlink.$jsst_sortbyconfig;

        return $jsst_sortlink;
    }

    function getTicketListSorting($jsst_sort) {
        jssupportticket::$_sortlinks['subject'] = $this->getSortArg("subject", $jsst_sort);
        jssupportticket::$_sortlinks['priority'] = $this->getSortArg("priority", $jsst_sort);
        jssupportticket::$_sortlinks['ticketid'] = $this->getSortArg("ticketid", $jsst_sort);
        jssupportticket::$_sortlinks['isanswered'] = $this->getSortArg("isanswered", $jsst_sort);
        jssupportticket::$_sortlinks['status'] = $this->getSortArg("status", $jsst_sort);
        jssupportticket::$_sortlinks['created'] = $this->getSortArg("created", $jsst_sort);
        return;
    }

    private function getTicketHistory($jsst_id) {
        if(in_array('tickethistory', jssupportticket::$_active_addons)){
            if(!is_numeric($jsst_id)) return false;
            $jsst_query = "SELECT al.id,al.message,al.datetime,al.uid
            from `" . jssupportticket::$_db->prefix . "js_ticket_activity_log`  AS al
            join `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS tic on al.referenceid=tic.id
            where al.referenceid=" . esc_sql($jsst_id) . " AND al.eventfor=1 ORDER BY al.datetime DESC ";
            jssupportticket::$jsst_data[5] = jssupportticket::$_db->get_results($jsst_query);
        }else{
            jssupportticket::$jsst_data[5] = array();
        }
    }

    function tickChangeStatus($jsst_data) {
        $jsst_ticketid = $jsst_data['ticketid'];
        if (!is_numeric($jsst_data['status']))
            return false;
        if (!is_numeric($jsst_ticketid))
            return false;
        if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
            $jsst_allow = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Change Ticket Status');
            if ($jsst_allow != true) {
                JSSTmessage::setMessage(esc_html(__('Your are not allowed', 'js-support-ticket')), 'updated');
                return;
            }
        }
        $jsst_date = date_i18n('Y-m-d H:i:s');

        $jsst_row = JSSTincluder::getJSTable('tickets');
        if ($jsst_row->update(array('id' => $jsst_ticketid, 'status' => $jsst_data['status'], 'updated' => $jsst_date))) {
            JSSTmessage::setMessage(esc_html(__('The status has been changed', 'js-support-ticket')), 'updated');
            $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));
        } else {
            JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
            JSSTmessage::setMessage(esc_html(__('The status has not been changed', 'js-support-ticket')), 'error');
            $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
        }

        /* for activity log */
        $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user name
        $jsst_currentUserName = $jsst_current_user->display_name;
        $jsst_eventtype = esc_html(__('Ticket status change', 'js-support-ticket'));
        $jsst_message = esc_html(__('The status is changed by', 'js-support-ticket')) . " ( " . esc_html($jsst_currentUserName) . " ) ";
        if(in_array('tickethistory', jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('tickethistory')->addActivityLog($jsst_ticketid, 1, $jsst_eventtype, $jsst_message, $jsst_messagetype);
        }
        return;
    }

    function tickDepartmentTransfer($jsst_data) {
        $jsst_ticketid = $jsst_data['ticketid'];
        if (!is_numeric($jsst_ticketid) || !is_numeric($jsst_data['departmentid']))
            return false;
        if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
            $jsst_allow = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Ticket Department Transfer');
            if ($jsst_allow != true) {
                JSSTmessage::setMessage(esc_html(__('Your are not allowed', 'js-support-ticket')), 'updated');
                return;
            }
        }
        $jsst_sendEmail = true;
        $jsst_date = date_i18n('Y-m-d H:i:s');

        $jsst_row = JSSTincluder::getJSTable('tickets');
        if ($jsst_row->update(array('id' => $jsst_ticketid, 'departmentid' => $jsst_data['departmentid'], 'updated' => $jsst_date))) {
            JSSTmessage::setMessage(esc_html(__('The department has been transferred', 'js-support-ticket')), 'updated');
            $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));
        } else {
            JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
            JSSTmessage::setMessage(esc_html(__('The department has not been transferred', 'js-support-ticket')), 'error');
            $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
            $jsst_sendEmail = false;
        }

        /* for activity log */
        $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user name
        $jsst_currentUserName = $jsst_current_user->display_name;
        $jsst_eventtype = esc_html(__('Ticket department transfer', 'js-support-ticket'));
        $jsst_message = esc_html(__('The department is transferred by', 'js-support-ticket')) . " ( " . esc_html($jsst_currentUserName) . " ) ";
        if(in_array('tickethistory', jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('tickethistory')->addActivityLog($jsst_ticketid, 1, $jsst_eventtype, $jsst_message, $jsst_messagetype);
        }

        // Send Emails
        if ($jsst_sendEmail == true) {
            JSSTincluder::getJSModel('email')->sendMail(1, 12, $jsst_ticketid); // Mailfor, Department Ticket, Ticketid
            $jsst_ticketobject = jssupportticket::$_db->get_row("SELECT * FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_ticketid));
            do_action('jsst-ticketclose', $jsst_ticketobject);
        }

        /* to store internal notes FOR department transfer  */
        if (isset($jsst_data['departmenttranfernote']) && $jsst_data['departmenttranfernote'] != '') {
            JSSTincluder::getJSModel('note')->storeTicketInternalNote($jsst_data, $jsst_data['departmenttranfernote']);
        }
        return;
    }

    function assignTicketToStaff($jsst_data) {
        $jsst_ticketid = $jsst_data['ticketid'];
        if (!is_numeric($jsst_ticketid) || !is_numeric($jsst_data['staffid']))
            return false;
        if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
            $jsst_allow = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Assign Ticket To Agent');
            if ($jsst_allow != true) {
                JSSTmessage::setMessage(esc_html(__('You are not allowed', 'js-support-ticket')), 'error');
                return;
            }
        }
        $jsst_sendEmail = true;
        $jsst_date = date_i18n('Y-m-d H:i:s');

        $jsst_row = JSSTincluder::getJSTable('tickets');
        if ($jsst_row->update(array('id' => $jsst_ticketid, 'staffid' => $jsst_data['staffid'], 'updated' => $jsst_date))) {
            JSSTmessage::setMessage(esc_html(__('Assigned to agent', 'js-support-ticket')), 'updated');
            $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));
        } else {
            JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
            JSSTmessage::setMessage(esc_html(__('Not assigned to agent', 'js-support-ticket')), 'error');
            $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
            $jsst_sendEmail = false;
        }

        /* for activity log */
        $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user name
        $jsst_currentUserName = isset($jsst_current_user->display_name) ? $jsst_current_user->display_name : esc_html(__('Guest', 'js-support-ticket'));
        $jsst_eventtype = esc_html(__('Assign ticket to agent', 'js-support-ticket'));
        $jsst_message = esc_html(__('Ticket is assigned to agent by', 'js-support-ticket')) . " ( " . esc_html($jsst_currentUserName) . " ) ";
        if(in_array('tickethistory', jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('tickethistory')->addActivityLog($jsst_ticketid, 1, $jsst_eventtype, $jsst_message, $jsst_messagetype);
        }

        // Send Emails
        if ($jsst_sendEmail == true) {
            JSSTincluder::getJSModel('email')->sendMail(1, 13, $jsst_ticketid); // Mailfor, Assign Ticket, Ticketid
            $jsst_ticketobject = jssupportticket::$_db->get_row("SELECT * FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_ticketid));
            do_action('jsst-ticketclose', $jsst_ticketobject);
        }

        /* to store internal notes FOR department transfer  */
        if(in_array('note', jssupportticket::$_active_addons)){
            if (isset($jsst_data['assignnote']) && $jsst_data['assignnote'] != '') {
                JSSTincluder::getJSModel('note')->storeTicketInternalNote($jsst_data, $jsst_data['assignnote']);
            }
        }
        return;
    }

    function changeTicketPriority($jsst_id, $jsst_priorityid) {
        if (!is_numeric($jsst_id))
            return false;
        if (!is_numeric($jsst_priorityid))
            return false;
        if (!$this->checkActionStatusSame($jsst_id, array('action' => 'priority', 'id' => $jsst_priorityid))) {
            JSSTmessage::setMessage(esc_html(__('Ticket already have same priority', 'js-support-ticket')), 'error');
            return;
        }
        if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
            $jsst_allow = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Change Ticket Priority');
            if ($jsst_allow == 0) {
                JSSTmessage::setMessage(esc_html(__('You are not allowed', 'js-support-ticket')), 'error');
                return;
            }
        }
        $jsst_sendEmail = true;
        $jsst_date = date_i18n('Y-m-d H:i:s');

        $jsst_row = JSSTincluder::getJSTable('tickets');
        if ($jsst_row->update(array('id' => $jsst_id, 'priorityid' => $jsst_priorityid, 'updated' => $jsst_date))) {
            JSSTmessage::setMessage(esc_html(__('Priority has been changed', 'js-support-ticket')), 'updated');
            $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));
        } else {
            JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
            JSSTmessage::setMessage(esc_html(__('Priority has not been changed', 'js-support-ticket')), 'error');
            $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
            $jsst_sendEmail = false;
        }

        /* for activity log */
        $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user name
        $jsst_currentUserName = $jsst_current_user->display_name;
        $jsst_eventtype = esc_html(__('Change Priority', 'js-support-ticket'));
        $jsst_message = esc_html(__('Ticket priority is changed by', 'js-support-ticket')) . " ( " . esc_html($jsst_currentUserName) . " ) ";
        if(in_array('tickethistory', jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('tickethistory')->addActivityLog($jsst_id, 1, $jsst_eventtype, $jsst_message, $jsst_messagetype);
        }
        // Send Emails
        if ($jsst_sendEmail == true) {
            JSSTincluder::getJSModel('email')->sendMail(1, 11, $jsst_id, 'js_ticket_tickets'); // Mailfor, Ban email, Ticketid
        }
        return;
    }

    function banEmail($jsst_data) {
        if(!in_array('banemail', jssupportticket::$_active_addons) || !is_numeric($jsst_data['ticketid'])) {
            return false;
        }
        $jsst_ticketid = $jsst_data['ticketid'];
        $jsst_uid = JSSTincluder::getObjectClass('user')->uid();
        if(in_array('agent',jssupportticket::$_active_addons)){
            $jsst_staffid = JSSTincluder::getJSModel('agent')->getstaffid($jsst_uid);
        }else{
            $jsst_staffid = '';
        }
        if (!is_numeric($jsst_ticketid))
            return false;
        if(!is_admin()){
            if (!is_numeric($jsst_staffid))
                return false;
        }

        $jsst_email = self::getTicketEmailById($jsst_ticketid);
        if (!$this->checkActionStatusSame($jsst_ticketid, array('action' => 'banemail', 'email' => $jsst_email))) {
            JSSTmessage::setMessage(esc_html(__('Email already banned', 'js-support-ticket')), 'error');
            return;
        }

        $jsst_sendEmail = true;
        $jsst_data = array(
            'email' => $jsst_email,
            'submitter' => $jsst_staffid,
            'uid' => $jsst_uid,
            'created' => date_i18n('Y-m-d H:i:s')
        );

        $jsst_row = JSSTincluder::getJSTable('banemail');

        $jsst_data = JSSTincluder::getJSmodel('jssupportticket')->stripslashesFull($jsst_data);// remove slashes with quotes.
        $jsst_error = 0;
        if (!$jsst_row->bind($jsst_data)) {
            $jsst_error = 1;
        }
        if (!$jsst_row->store()) {
            $jsst_error = 1;
        }
        if ($jsst_error == 0) {

            JSSTmessage::setMessage(esc_html(__('The email has been banned', 'js-support-ticket')), 'updated');
            $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));
        } else {
            JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
            JSSTmessage::setMessage(esc_html(__('The email has not been banned', 'js-support-ticket')), 'error');
            $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
            $jsst_sendEmail = false;
        }

        /* for activity log */
        $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user name
        $jsst_currentUserName = $jsst_current_user->display_name;
        $jsst_eventtype = esc_html(__('Ban Email', 'js-support-ticket'));
        $jsst_message = esc_html(__('Email is banned by', 'js-support-ticket')) . " ( " . esc_html($jsst_currentUserName) . " ) ";
        if(in_array('tickethistory', jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('tickethistory')->addActivityLog($jsst_ticketid, 1, $jsst_eventtype, $jsst_message, $jsst_messagetype);
        }

        // Send Emails
        if ($jsst_sendEmail == true) {
            JSSTincluder::getJSModel('email')->sendMail(2, 1, $jsst_ticketid, 'js_ticket_tickets'); // Mailfor, Ban email, Ticketid
            $jsst_ticketobject = jssupportticket::$_db->get_row("SELECT * FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_ticketid));
            do_action('jsst-ticketclose', $jsst_ticketobject);
        }
        return;
    }

    function sendFeedbackMailByTicketid($jsst_ticketid) {
        if (!is_numeric($jsst_ticketid))
            return false;

        $jsst_date = date_i18n('Y-m-d H:i:s');

        $jsst_row = JSSTincluder::getJSTable('tickets');
        if ($jsst_row->update(array('id' => $jsst_ticketid, 'feedbackemail' => 1))) {
            JSSTincluder::getJSModel('email')->sendMail(1, 15, $jsst_ticketid); // Mailfor, feedback for Ticket, Ticketid
        }
        return;
    }

    function banEmailAndCloseTicket($jsst_data) {
        if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
            $jsst_allow = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Ban Email And Close Ticket');
            if ($jsst_allow != true) {
                JSSTmessage::setMessage(esc_html(__('You are not allowed', 'js-support-ticket')), 'error');
                return;
            }
        }
        self::banEmail($jsst_data);
        self::closeTicket($jsst_data['ticketid']);
        return;
    }

    /* check can a ticket be opened with in the given days */

    function checkCanReopenTicket($jsst_ticketid) {
        if (!is_numeric($jsst_ticketid))
            return false;
        $jsst_lastreply = JSSTincluder::getJSModel('reply')->getLastReply($jsst_ticketid);
        if (!$jsst_lastreply)
            $jsst_lastreply = date_i18n('Y-m-d H:i:s');
        $jsst_days = jssupportticket::$_config['reopen_ticket_within_days'];
        $jsst_date = gmdate("Y-m-d H:i:s", jssupportticketphplib::JSST_strtotime(gmdate("Y-m-d H:i:s", jssupportticketphplib::JSST_strtotime($jsst_lastreply)) . " +" . esc_html($jsst_days) . " day"));
        if ($jsst_date < date_i18n('Y-m-d H:i:s'))
            return false;
        else
            return true;
    }

    function reopenTicket($jsst_data) {
        $jsst_ticketid = $jsst_data['ticketid'];
        $jsst_lastreply = isset($jsst_data['lastreplydate']) ? $jsst_data['lastreplydate'] : '';
        if (!is_numeric($jsst_ticketid))
            return false;
        //check the permission to reopen ticket
        if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
            $jsst_allowed = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Reopen Ticket');
            if ($jsst_allowed != true) {
                JSSTmessage::setMessage(esc_html(__('You are not allowed', 'js-support-ticket')), 'error');
                return;
            }
        } else {
            if(!current_user_can('manage_options')){
                // in case of user check for ticket owner
                $jsst_current_uid = JSSTincluder::getObjectClass('user')->uid();
                $jsst_ticket_uid = JSSTincluder::getJSModel('ticket')->getUIdById($jsst_ticketid);
                if ($jsst_current_uid != $jsst_ticket_uid) {
                    return;
                }
            }
        }
        /* check can a ticket be opened with in the given days */
        if ($this->checkCanReopenTicket($jsst_ticketid)) {
            $jsst_sendEmail = true;
            $jsst_date = date_i18n('Y-m-d H:i:s');

            $jsst_row = JSSTincluder::getJSTable('tickets');
            if ($jsst_row->update(array('id' => $jsst_ticketid, 'status' =>1, 'updated' => $jsst_date))) {
                JSSTmessage::setMessage(esc_html(__('The ticket has been reopened', 'js-support-ticket')), 'updated');
                $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));
            } else {
                JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
                JSSTmessage::setMessage(esc_html(__('The ticket has not been reopened', 'js-support-ticket')), 'error');
                $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
                $jsst_sendEmail = false;
            }

            /* for activity log */
            $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user name
            $jsst_currentUserName = isset($jsst_current_user->display_name) ? $jsst_current_user->display_name : esc_html(__('Guest', 'js-support-ticket'));
            $jsst_eventtype = esc_html(__('Reopen Ticket', 'js-support-ticket'));
            $jsst_message = esc_html(__('The ticket is reopened by', 'js-support-ticket')) . " ( " . esc_html($jsst_currentUserName) . " ) ";
            if(in_array('tickethistory', jssupportticket::$_active_addons)){
                JSSTincluder::getJSModel('tickethistory')->addActivityLog($jsst_ticketid, 1, $jsst_eventtype, $jsst_message, $jsst_messagetype);
            }
            /*
              // Send Emails
              if ($jsst_sendEmail == true) {
              JSSTincluder::getJSModel('email')->sendMail(1, 2, $jsst_ticketid); // Mailfor, Close Ticket, Ticketid
              $jsst_ticketobject = jssupportticket::$_db->get_row("SELECT * FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_ticketid));
              do_action('jsst-ticketclose', $jsst_ticketobject);
              }
             */
        } else {
            JSSTmessage::setMessage(esc_html(__('The ticket reopens time limit end', 'js-support-ticket')), 'error');
        }


        return;
    }

    private function canUnbanEmail($jsst_email) {
        $jsst_query = " SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_email_banlist` WHERE email = '" . esc_sql($jsst_email) . "' ";
        $jsst_result = jssupportticket::$_db->get_var($jsst_query);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        if ($jsst_result > 0)
            return true;
        else
            return false;
    }

    function unbanEmail($jsst_data) {
        $jsst_ticketid = $jsst_data['ticketid'];
        if (!is_numeric($jsst_ticketid))
            return false;
        if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
            $jsst_allow = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Unban Email');
            if ($jsst_allow != true) {
                JSSTmessage::setMessage(esc_html(__('You are not allowed', 'js-support-ticket')), 'error');
                return;
            }
        }
        $jsst_email = self::getTicketEmailById($jsst_ticketid);
        if ($this->canUnbanEmail($jsst_email)) {
            $jsst_sendEmail = true;
            $jsst_date = date_i18n('Y-m-d H:i:s');
            $jsst_query = "DELETE FROM `" . jssupportticket::$_db->prefix . "js_ticket_email_banlist` WHERE email = '" . esc_sql($jsst_email) . " ' ";
            jssupportticket::$_db->query($jsst_query);
            if (jssupportticket::$_db->last_error == null) {
                JSSTmessage::setMessage(esc_html(__('Email has been unbanned', 'js-support-ticket')), 'updated');
                $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));
            } else {
                JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
                JSSTmessage::setMessage(esc_html(__('Email has not been unbanned', 'js-support-ticket')), 'error');
                $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
                $jsst_sendEmail = false;
            }

            /* for activity log */
            $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user name
            $jsst_currentUserName = $jsst_current_user->display_name;
            $jsst_eventtype = esc_html(__('Unbanned Email', 'js-support-ticket'));
            $jsst_message = esc_html(__('Email is unbanned by', 'js-support-ticket')) . " ( " . esc_html($jsst_currentUserName) . " ) ";
            if(in_array('tickethistory', jssupportticket::$_active_addons)){
                JSSTincluder::getJSModel('tickethistory')->addActivityLog($jsst_ticketid, 1, $jsst_eventtype, $jsst_message, $jsst_messagetype);
            }

            // Send Emails
            if ($jsst_sendEmail == true) {
                JSSTincluder::getJSModel('email')->sendMail(2, 2, $jsst_ticketid, 'js_ticket_tickets'); // Mailfor, Unban Ticket, Ticketid
                $jsst_ticketobject = jssupportticket::$_db->get_row("SELECT * FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_ticketid));
                do_action('jsst-ticketclose', $jsst_ticketobject);
            }
        } else {
            JSSTmessage::setMessage(esc_html(__('Email cannot be unbanned', 'js-support-ticket')), 'error');
        }

        return;
    }

    function markTicketInProgress($jsst_data) {
        $jsst_ticketid = $jsst_data['ticketid'];
        if (!is_numeric($jsst_ticketid))
            return false;
        if (!$this->checkActionStatusSame($jsst_ticketid, array('action' => 'markinprogress'))) {
            JSSTmessage::setMessage(esc_html(__('Ticket already marked in progress', 'js-support-ticket')), 'error');
            return;
        }
        if ( in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
            $jsst_allow = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Mark In Progress');
            if ($jsst_allow != true) {
                JSSTmessage::setMessage(esc_html(__('You are not allowed', 'js-support-ticket')), 'error');
                return;
            }
        }
        $jsst_date = date_i18n('Y-m-d H:i:s');
        $jsst_sendEmail = true;

        $jsst_row = JSSTincluder::getJSTable('tickets');
        if ($jsst_row->update(array('id' => $jsst_ticketid, 'status' => 3, 'updated' => $jsst_date))) {
            JSSTmessage::setMessage(esc_html(__('The ticket has been marked as in progress', 'js-support-ticket')), 'updated');
            $jsst_messagetype = esc_html(__('Successfully', 'js-support-ticket'));
        } else {
            JSSTincluder::getJSModel('systemerror')->addSystemError(); // if there is an error add it to system errorrs
            JSSTmessage::setMessage(esc_html(__('The ticket has not been marked as in progress', 'js-support-ticket')), 'error');
            $jsst_messagetype = esc_html(__('Error', 'js-support-ticket'));
            $jsst_sendEmail = false;
        }

        /* for activity log */
        $jsst_current_user = JSSTincluder::getObjectClass('user')->getJSSTCurrentUser(); // to get current user name
        $jsst_currentUserName = $jsst_current_user->display_name;
        $jsst_eventtype = esc_html(__('In progress ticket', 'js-support-ticket'));
        $jsst_message = esc_html(__('The ticket is marked as in progress by', 'js-support-ticket')) . " ( " . esc_html($jsst_currentUserName) . " ) ";
        if(in_array('tickethistory', jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('tickethistory')->addActivityLog($jsst_ticketid, 1, $jsst_eventtype, $jsst_message, $jsst_messagetype);
        }

        // Send Emails
        if ($jsst_sendEmail == true) {
            JSSTincluder::getJSModel('email')->sendMail(1, 9, $jsst_ticketid, 'js_ticket_tickets'); // Mailfor, Unban Ticket, Ticketid
            $jsst_ticketobject = jssupportticket::$_db->get_row("SELECT * FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_ticketid));
            do_action('jsst-ticketclose', $jsst_ticketobject);
        }
        return;
    }

    function updateTicketStatusCron() {
        // close ticket
        if(in_array('autoclose', jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('autoclose')->autoCloseTicketsCron();
        }

        if(in_array('overdue', jssupportticket::$_active_addons)){
            JSSTincluder::getJSModel('overdue')->markTicketOverdueCron();
        }
    }

    function sendFeedbackMail() {
        if(!in_array('feedback', jssupportticket::$_active_addons)){
            return;
        }
        if(jssupportticket::$_config['feedback_email_delay_type'] == 1){
            $jsst_intrval_string = " date(DATE_ADD(closed,INTERVAL " . (int)jssupportticket::$_config['feedback_email_delay']." DAY)) < '".gmdate("Y-m-d")."'";
        }else{
            $jsst_intrval_string = " DATE_ADD(closed,INTERVAL " .(int) jssupportticket::$_config['feedback_email_delay'] . " HOUR) < '".date_i18n("Y-m-d H:i:s")."'";
        }
        // select closed ticket
        $jsst_query = "SELECT id FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE ".$jsst_intrval_string." AND status = 5 AND (feedbackemail != 1  OR feedbackemail IS NULL) AND closed IS NOT NULL";
        $jsst_ticketids = jssupportticket::$_db->get_results($jsst_query);
        if(!empty($jsst_ticketids)){
            foreach ($jsst_ticketids as $jsst_key) {
                if(is_numeric($jsst_key->id)){
                    JSSTincluder::getJSModel('ticket')->sendFeedbackMailByTicketid($jsst_key->id);
                }
            }
        }
        return;
    }

    function removeFileCustom($jsst_id,$jsst_key){
        if(!is_numeric($jsst_id)) return false;
        $jsst_filename = jssupportticketphplib::JSST_str_replace(' ', '_', $jsst_key);
        $jsst_filename = jssupportticketphplib::JSST_clean_file_path($jsst_filename);
        $jsst_maindir = wp_upload_dir();
        $jsst_basedir = $jsst_maindir['basedir'];
        $jsst_datadirectory = jssupportticket::$_config['data_directory'];
        $jsst_path = $jsst_basedir . '/' . $jsst_datadirectory. '/attachmentdata/ticket';

        $jsst_query = "SELECT attachmentdir FROM `".jssupportticket::$_db->prefix."js_ticket_tickets` WHERE id = ".esc_sql($jsst_id);
        $jsst_foldername = jssupportticket::$_db->get_var($jsst_query);
        $jsst_userpath = $jsst_path . '/' . $jsst_foldername.'/'.$jsst_filename;
        if ( file_exists( $jsst_userpath ) ) {
            wp_delete_file($jsst_userpath);
        }
        return ;
    }

    function getTicketidForVisitor($jsst_token) {

        include_once JSST_PLUGIN_PATH . 'includes/encoder.php';
        $jsst_encoder = new JSSTEncoder();
        $jsst_decryptedtext = $jsst_encoder->decrypt($jsst_token);
        $jsst_array = json_decode($jsst_decryptedtext, true);
        $jsst_emailaddress = $jsst_array['emailaddress'];
        $jsst_trackingid = $jsst_array['trackingid'];
        if (isset($jsst_array['sitelink']) && $jsst_array['sitelink'] != '') {
            $jsst_siteLink = $jsst_array['sitelink'];
            include_once JSST_PLUGIN_PATH . 'includes/encoder.php';
            $jsst_encoder = new JSSTEncoder();
            $jsst_savedSiteLink = get_option('jsst_encripted_site_link');
            $jsst_decryptedSiteLink = $jsst_encoder->decrypt($jsst_siteLink);
            $jsst_decryptedSavedSiteLink = $jsst_encoder->decrypt($jsst_savedSiteLink);
            if ($jsst_decryptedSiteLink != $jsst_decryptedSavedSiteLink) {
                return false;
            }
        }
        if($jsst_emailaddress == '' && $jsst_trackingid == ''){
            return false;
        }
        $jsst_query = "SELECT id FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE email = '" . esc_sql($jsst_emailaddress) . "' AND ticketid = '" . esc_sql($jsst_trackingid) . "'";
        $jsst_ticketid = jssupportticket::$_db->get_var($jsst_query);
        return $jsst_ticketid;
    }

    function getTicketidForVisitorUsingToken($jsst_token) {
        include_once JSST_PLUGIN_PATH . 'includes/encoder.php';
        $jsst_encoder = new JSSTEncoder();
        $jsst_decryptedtext = $jsst_encoder->decrypt($jsst_token);
        $jsst_array = json_decode($jsst_decryptedtext, true);
        $jsst_token = $jsst_array['token'];
        if (isset($jsst_array['sitelink']) && $jsst_array['sitelink'] != '') {
            $jsst_siteLink = $jsst_array['sitelink'];
            $jsst_savedSiteLink = get_option('jsst_encripted_site_link');
            $jsst_decryptedSiteLink = $jsst_encoder->decrypt($jsst_siteLink);
            $jsst_decryptedSavedSiteLink = $jsst_encoder->decrypt($jsst_savedSiteLink);
            if ($jsst_decryptedSiteLink != $jsst_decryptedSavedSiteLink) {
                return false;
            }
        }
        if($jsst_token == '' ){
            return false;
        }
        $jsst_query = "SELECT id FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE token = '" . esc_sql($jsst_token) . "'";
        $jsst_ticketid = jssupportticket::$_db->get_var($jsst_query);
        return $jsst_ticketid;
    }

    function createTokenByEmailAndTrackingId($jsst_emailaddress, $jsst_trackingid) {
        include_once JSST_PLUGIN_PATH . 'includes/encoder.php';
        $jsst_encoder = new JSSTEncoder();
        $jsst_token = $jsst_encoder->encrypt(wp_json_encode(array('emailaddress' => $jsst_emailaddress, 'trackingid' => $jsst_trackingid)));
        return $jsst_token;
    }

    function getTokenByEmailAndTrackingId($jsst_emailaddress, $jsst_trackingid) {
        $jsst_query = "SELECT token FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE email = '" . esc_sql($jsst_emailaddress) . "' AND ticketid = '" . esc_sql($jsst_trackingid) . "'";
        $jsst_token = jssupportticket::$_db->get_var($jsst_query);
        return $jsst_token;
    }

    function validateTicketDetailForStaff($jsst_ticketid) {
        if(!in_array('agent', jssupportticket::$_active_addons)){
            return false;
        }
        if (!is_numeric($jsst_ticketid))
            return false;
        $jsst_allowed = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('All Tickets');
        if($jsst_allowed == true){
            return true;
        }
        // check in assign department
        $jsst_c_uid = JSSTincluder::getObjectClass('user')->uid();
        $jsst_query = "SELECT ticket.id FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
            JOIN `" . jssupportticket::$_db->prefix . "js_ticket_acl_user_access_departments` AS dept ON ticket.departmentid = dept.departmentid
            JOIN `" . jssupportticket::$_db->prefix . "js_ticket_staff` AS staff ON dept.staffid = staff.id AND staff.uid = " . esc_sql($jsst_c_uid) . "
            WHERE ticket.id = " . esc_sql($jsst_ticketid);
        $jsst_id = jssupportticket::$_db->get_var($jsst_query);

        if ($jsst_id) {
            return true;
        } else {
            // check in assign ticket
            $jsst_query = "SELECT ticket.id FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                JOIN `" . jssupportticket::$_db->prefix . "js_ticket_staff` AS staff ON ticket.staffid = staff.id AND staff.uid = " . esc_sql($jsst_c_uid);
            $jsst_query .= " WHERE ticket.id = ". esc_sql($jsst_ticketid);
            $jsst_id = jssupportticket::$_db->get_var($jsst_query);
            if ($jsst_id)
                return true;
            else
                return false;
        }
    }

    function totalTicket() {
        $jsst_query = "SELECT COUNT(id) FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets`";
        $jsst_total = jssupportticket::$_db->get_var($jsst_query);
        return $jsst_total;
    }

    function validateTicketDetailForUser($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        $jsst_query = "SELECT uid FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_id);
        $jsst_uid = jssupportticket::$_db->get_var($jsst_query);

        if ($jsst_uid == JSSTincluder::getObjectClass('user')->uid()) {
            return true;
        }elseif($jsst_uid != '') {
            jssupportticket::$jsst_data['error_message'] = 2;// to prompt user that he can not view this ticket.
            return;
        }else {
            return false;
        }
    }

    function validateTicketDetailForVisitor($jsst_id) {
        if(!is_numeric($jsst_id)) return false;
        if (!isset($_COOKIE['js-support-ticket-token-tkstatus'])) {
            return false;
        }
        $jsst_token = jssupportticket::JSST_sanitizeData($_COOKIE['js-support-ticket-token-tkstatus']); // JSST_sanitizeData() function uses wordpress santize functions
        include_once JSST_PLUGIN_PATH . 'includes/encoder.php';
        $jsst_encoder = new JSSTEncoder();
        $jsst_decryptedtext = $jsst_encoder->decrypt($jsst_token);
        $jsst_array = json_decode($jsst_decryptedtext, true);
        if (!empty($jsst_array['token'])) {
            $jsst_token = $jsst_array['token'];
            $jsst_query = "SELECT id FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE token = '" . esc_sql($jsst_token) . "'";
        } else {
            $jsst_emailaddress = $jsst_array['emailaddress'];
            $jsst_trackingid = $jsst_array['trackingid'];
            $jsst_query = "SELECT id FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE email = '" . esc_sql($jsst_emailaddress) . "' AND ticketid = '" . esc_sql($jsst_trackingid) . "'";
        }
        $jsst_ticketid = jssupportticket::$_db->get_var($jsst_query);

        if ($jsst_ticketid == $jsst_id) {
            return true;
        } else {
            $jsst_query = "SELECT id FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = ".esc_sql($jsst_id);
            $jsst_ticketid = jssupportticket::$_db->get_var($jsst_query);
            if($jsst_ticketid > 0){
                jssupportticket::$jsst_data['error_message'] = 1;// to prompt user to login
            }
            jssupportticket::$jsst_data['error_message'] = 1;
            return false;
        }
    }

    function checkActionStatusSame($jsst_id, $jsst_array) {
        switch ($jsst_array['action']) {
            case 'priority':
                if(!is_numeric($jsst_id)) return false;
                if(!is_numeric($jsst_array['id'])) return false;
                $jsst_result = jssupportticket::$_db->get_var('SELECT COUNT(id) FROM `' . jssupportticket::$_db->prefix . 'js_ticket_tickets` WHERE id = ' . esc_sql($jsst_id) . ' AND priorityid = ' . esc_sql($jsst_array['id']));
                break;
            case 'markoverdue':
                if(!is_numeric($jsst_id)) return false;
                $jsst_result = jssupportticket::$_db->get_var('SELECT COUNT(id) FROM `' . jssupportticket::$_db->prefix . 'js_ticket_tickets` WHERE id = ' . esc_sql($jsst_id) . ' AND isoverdue = 1');
                break;
            case 'markinprogress':
                if(!is_numeric($jsst_id)) return false;
                $jsst_result = jssupportticket::$_db->get_var('SELECT COUNT(id) FROM `' . jssupportticket::$_db->prefix . 'js_ticket_tickets` WHERE id = ' . esc_sql($jsst_id) . ' AND status = 3');
                break;
            case 'closeticket':
                if(!is_numeric($jsst_id)) return false;
                $jsst_result = jssupportticket::$_db->get_var('SELECT COUNT(id) FROM `' . jssupportticket::$_db->prefix . 'js_ticket_tickets` WHERE id = ' . esc_sql($jsst_id) . ' AND status = 5');
                break;
            case 'banemail':
                $jsst_result = jssupportticket::$_db->get_var('SELECT COUNT(id) FROM `' . jssupportticket::$_db->prefix . 'js_ticket_email_banlist` WHERE email = "' . esc_sql($jsst_array['email']) . '"');
                break;
        }
        if ($jsst_result > 0) {
            return false;
        } else {
            return true;
        }
    }

    function ticketAssignToMe($jsst_ticketid, $jsst_staffid) {
        if (!is_numeric($jsst_ticketid))
            return false;
        if (!is_numeric($jsst_staffid))
            return false;
        $jsst_row = JSSTincluder::getJSTable('tickets');
        $jsst_row->update(array('id' => $jsst_ticketid, 'staffid' => $jsst_staffid));

        return true;
    }

    function isTicketAssigned($jsst_ticketid){
        if (! in_array('agent',jssupportticket::$_active_addons)) {
            return false;
        }
        if (!is_numeric($jsst_ticketid))
            return false;
        $jsst_query = "SELECT staffid FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id=".esc_sql($jsst_ticketid);
        $jsst_staffid = jssupportticket::$_db->get_var($jsst_query);
        if($jsst_staffid > 0)
            return true;
        return false;
    }

    function getMyTicketInfo_Widget($jsst_maxrecord){
        if(!is_numeric($jsst_maxrecord)) return false;
        if(!JSSTincluder::getObjectClass('user')->isguest()){
            $jsst_uid = JSSTincluder::getObjectClass('user')->uid();
                // Data
            $jsst_query = "SELECT DISTINCT ticket.id,ticket.subject,ticket.status,ticket.name,priority.priority AS priority,priority.prioritycolour AS prioritycolour
                        FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                        LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                        WHERE ticket.uid = ".esc_sql($jsst_uid)." AND (ticket.status = 1 OR ticket.status = 2) ORDER BY ticket.status DESC LIMIT ".esc_sql($jsst_maxrecord);

            if(in_array('agent',jssupportticket::$_active_addons)){
                $jsst_staffid = JSSTincluder::getJSModel('agent')->getStaffId($jsst_uid);
                if($jsst_staffid){
                    // Data
                    $jsst_query = "SELECT DISTINCT ticket.id,ticket.subject,ticket.status,ticket.name,priority.priority AS priority,priority.prioritycolour AS prioritycolour
                                FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                                LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_departments` AS department ON ticket.departmentid = department.id
                                LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON ticket.priorityid = priority.id
                                LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_staff` AS staff ON staff.uid = ticket.uid
                                WHERE (ticket.staffid = ".esc_sql($jsst_staffid)." OR ticket.departmentid IN (SELECT dept.departmentid FROM `" . jssupportticket::$_db->prefix . "js_ticket_acl_user_access_departments` AS dept WHERE dept.staffid = ".esc_sql($jsst_staffid).")) AND (ticket.status = 1 OR ticket.status = 2) ORDER BY ticket.status DESC LIMIT ".esc_sql($jsst_maxrecord);
                }
            }
            if(isset($jsst_query)){
                jssupportticket::$jsst_data['widget_myticket'] = jssupportticket::$_db->get_results($jsst_query);
                if (jssupportticket::$_db->last_error != null) {
                    JSSTincluder::getJSModel('systemerror')->addSystemError();
                }
            }else{
                jssupportticket::$jsst_data['widget_myticket'] = false;
            }
        }else{
            jssupportticket::$jsst_data['widget_myticket'] = false;
        }
        return;
    }

    function getLatestTicketForDashboard(){
        $jsst_query = "SELECT ticket.id,ticket.subject,ticket.name,priority.priority,priority.prioritycolour
                    FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
                    LEFT JOIN `" . jssupportticket::$_db->prefix . "js_ticket_priorities` AS priority ON priority.id = ticket.priorityid
                    ORDER BY ticket.status ASC, ticket.created DESC LIMIT 0, 5";
        $jsst_tickets = jssupportticket::$_db->get_results($jsst_query);
        return $jsst_tickets;
    }
    function getAttachmentByTicketId($jsst_id){
        if(!is_numeric($jsst_id)) return false;
        //if not admin and agent
        if(!current_user_can('manage_options') && !(in_array('agent',jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff())){
            // in case of user check for ticket owner
            if (!JSSTincluder::getObjectClass('user')->isguest()) {
                $jsst_current_uid = JSSTincluder::getObjectClass('user')->uid();
                $jsst_ticket_uid = JSSTincluder::getJSModel('ticket')->getUIdById($jsst_id);
                if ($jsst_current_uid != $jsst_ticket_uid) {
                    return;
                }
            } else {
                if (!$this->validateTicketDetailForVisitor($jsst_id)) {
                    return;
                }
            }
            
        }
        $jsst_query = "SELECT attachment.filename , ticket.attachmentdir
                    FROM `" . jssupportticket::$_db->prefix . "js_ticket_attachments` AS attachment
                    JOIN `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket ON ticket.id = attachment.ticketid AND ticket.id =".esc_sql($jsst_id). " AND attachment.replyattachmentid = 0 ";
        $jsst_attachments = jssupportticket::$_db->get_results($jsst_query);
        return $jsst_attachments;
    }

    function getTotalStatsForDashboard(){
        $jsst_curdate = date_i18n('Y-m-d');
        $jsst_fromdate = date_i18n('Y-m-d', jssupportticketphplib::JSST_strtotime("now -1 month"));

        $jsst_query = "SELECT COUNT(id) FROM `".jssupportticket::$_db->prefix."js_ticket_tickets` WHERE status = 1 AND (lastreply = '0000-00-00 00:00:00' OR lastreply = '') AND date(created) >= '".esc_sql($jsst_fromdate)."'AND date(created) <= '".esc_sql($jsst_curdate)."'";
        $jsst_result['open'] = jssupportticket::$_db->get_var($jsst_query);
        $jsst_query = "SELECT COUNT(id) FROM `".jssupportticket::$_db->prefix."js_ticket_tickets` WHERE isanswered = 1 AND status != 5 AND status != 1 AND date(created) >= '".esc_sql($jsst_fromdate)."' AND date(created) <= '".esc_sql($jsst_curdate)."'";
        $jsst_result['answered'] = jssupportticket::$_db->get_var($jsst_query);
        $jsst_query = "SELECT COUNT(id) FROM `".jssupportticket::$_db->prefix."js_ticket_tickets` WHERE isoverdue = 1 AND status != 5 AND date(created) >= '".esc_sql($jsst_fromdate)."' AND date(created) <= '".esc_sql($jsst_curdate)."'";
        $jsst_result['overdue'] = jssupportticket::$_db->get_var($jsst_query);
        $jsst_query = "SELECT COUNT(id) FROM `".jssupportticket::$_db->prefix."js_ticket_tickets` WHERE isanswered != 1 AND status != 5 AND (lastreply != '0000-00-00 00:00:00' AND lastreply != '') AND date(created) >= '".esc_sql($jsst_fromdate)."' AND date(created) <= '".esc_sql($jsst_curdate)."'";
        $jsst_result['pending'] = jssupportticket::$_db->get_var($jsst_query);

        return $jsst_result;
    }

    function getRandomFolderName() {
        $jsst_foldername = "";
        $jsst_length = 7;
        $jsst_possible = "qwertyuiopasdfghjklzxcvbnmQWERTYUIOPASDFGHJKLZXCVBNM";
        // we refer to the length of $jsst_possible a few times, so let's grab it now
        $jsst_maxlength = jssupportticketphplib::JSST_strlen($jsst_possible);
        if ($jsst_length > $jsst_maxlength) { // check for length overflow and truncate if necessary
            $jsst_length = $jsst_maxlength;
        }
        // set up a counter for how many characters are in the ticketid so far
        $jsst_i = 0;
        // add random characters to $jsst_password until $jsst_length is reached
        while ($jsst_i < $jsst_length) {
            // pick a random character from the possible ones
            $jsst_char = jssupportticketphplib::JSST_substr($jsst_possible, wp_rand(0, $jsst_maxlength - 1), 1);
            if (!strstr($jsst_foldername, $jsst_char)) {
                if ($jsst_i == 0) {
                    if (ctype_alpha($jsst_char)) {
                        $jsst_foldername .= $jsst_char;
                        $jsst_i++;
                    }
                } else {
                    $jsst_foldername .= $jsst_char;
                    $jsst_i++;
                }
            }
        }
        return $jsst_foldername;
    }

    static function generateHash($jsst_id){
        if(!is_numeric($jsst_id))
            return null;
        return jssupportticketphplib::JSST_safe_encoding(wp_json_encode(base64_encode($jsst_id)));
    }

    function generateTicketToken(){
        $jsst_match = '';
        $jsst_count = 0;
        do {
            $jsst_count++;
            $jsst_token = "";
            $jsst_length = wp_rand(9,15);
            $jsst_possible = "0123456789abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ";
            // we refer to the length of $jsst_possible a few times, so let's grab it now
            $jsst_maxlength = jssupportticketphplib::JSST_strlen($jsst_possible);
            if ($jsst_length > $jsst_maxlength) { // check for length overflow and truncate if necessary
                $jsst_length = $jsst_maxlength;
            }
            $jsst_i = 0;
            // add random characters to $jsst_password until $jsst_length is reached
            while ($jsst_i < $jsst_length) {
                // pick a random character from the possible ones
                $jsst_char = jssupportticketphplib::JSST_substr($jsst_possible, wp_rand(0, $jsst_maxlength - 1), 1);
                if (!jssupportticketphplib::JSST_strstr($jsst_token, $jsst_char)) {
                    if ($jsst_i == 0) {
                        if (ctype_alpha($jsst_char)) {
                            $jsst_token .= $jsst_char;
                            $jsst_i++;
                        }
                    } else {
                        $jsst_token .= $jsst_char;
                        $jsst_i++;
                    }
                }
            }
            $jsst_token = hash("sha256", $jsst_token);
            
            $jsst_query = "SELECT count(token) FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE token = '".esc_sql($jsst_token) ."'";
            $jsst_row = jssupportticket::$_db->get_var($jsst_query);
            if($jsst_row > 0)
                $jsst_match = 'Y';
            else
                $jsst_match = 'N';
        }while ($jsst_match == 'Y');

        return $jsst_token;

    }

    function getUIdById($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        $jsst_query = "SELECT uid FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_id);
        $jsst_ticketuid = jssupportticket::$_db->get_var($jsst_query);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        return $jsst_ticketuid;
    }

    function getNotificationIdById($jsst_id) {
        if (!is_numeric($jsst_id))
            return false;
        $jsst_query = "SELECT notificationid FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` WHERE id = " . esc_sql($jsst_id);
        $jsst_notificationid = jssupportticket::$_db->get_var($jsst_query);
        if (jssupportticket::$_db->last_error != null) {
            JSSTincluder::getJSModel('systemerror')->addSystemError();
        }
        return $jsst_notificationid;
    }

    function getAdminTicketSearchFormData($jsst_search_userfields){
        $jsst_nonce = JSSTrequest::getVar('_wpnonce');
        if (! wp_verify_nonce( $jsst_nonce, 'my-ticket') ) {
            die( 'Security check Failed' );
        }
        $jsst_search_array = array();
        $jsst_search_userfields = JSSTincluder::getObjectClass('customfields')->adminFieldsForSearch(1);
        $jsst_search_array['subject'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('subject' , ''));
        $jsst_search_array['name'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('name' , ''));
        $jsst_search_array['email'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('email' , ''));
        $jsst_search_array['phone'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('phone' , ''));
        $jsst_search_array['ticketid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('ticketid' , ''));
        $jsst_search_array['datestart'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('datestart' , ''));
        $jsst_search_array['dateend'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('dateend' , ''));
        $jsst_search_array['orderid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('orderid' , ''));
        $jsst_search_array['eddorderid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('eddorderid', ''));
        $jsst_search_array['priority'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('priority' , ''));
        $jsst_search_array['departmentid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('departmentid' , ''));
        $jsst_search_array['helptopicid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('helptopicid' , ''));
        $jsst_search_array['productid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('productid' , ''));
        $jsst_search_array['list'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('list', null ,1));
        $jsst_search_array['staffid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('staffid' , ''));
        $jsst_search_array['status'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('status' , ''));
        $jsst_search_array['sortby'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('sortby' , ''));
        $jsst_search_array['search_from_ticket'] = 1;
        if (!empty($jsst_search_userfields)) {
            foreach ($jsst_search_userfields as $jsst_uf) {
                $jsst_search_array['jsst_ticket_custom_field'][$jsst_uf->field] = JSSTrequest::getVar($jsst_uf->field, 'post');
            }
        }
        return $jsst_search_array;
    }

    function getFrontSideTicketSearchFormData($jsst_search_userfields){
        $jsst_nonce = JSSTrequest::getVar('_wpnonce');
        if (! wp_verify_nonce( $jsst_nonce, 'my-ticket') ) {
            die( 'Security check Failed' );
        }$jsst_search_array = array();
        $jsst_search_userfields = JSSTincluder::getObjectClass('customfields')->userFieldsForSearch(1);
        $jsst_search_array['subject'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-subject' , ''));
        $jsst_search_array['name'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-from' , ''));
        $jsst_search_array['email'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-email' , ''));
        $jsst_search_array['phone'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-phone' , ''));
        $jsst_search_array['ticketid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-ticket' , ''));
        $jsst_search_array['datestart'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-datestart' , ''));
        $jsst_search_array['dateend'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-dateend' , ''));
        $jsst_search_array['orderid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-orderid' , ''));
        $jsst_search_array['eddorderid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-eddorderid', ''));
        $jsst_search_array['priority'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-priorityid' , ''));
        $jsst_search_array['departmentid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-departmentid' , ''));
        $jsst_search_array['helptopicid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-helptopicid' , ''));
        $jsst_search_array['productid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-productid' , ''));
        $jsst_search_array['list'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('list', null ,1));
        $jsst_search_array['assignedtome'] = JSSTrequest::getVar('assignedtome', 'post');
        $jsst_search_array['staffid'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('staffid' , ''));
        $jsst_search_array['status'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-status' , ''));
        $jsst_search_array['sortby'] = jssupportticketphplib::JSST_trim(JSSTrequest::getVar('sortby' , ''));
        $jsst_search_array['ticketkeys'] = jssupportticketphplib::JSST_addslashes(jssupportticketphplib::JSST_trim(JSSTrequest::getVar('jsst-ticketsearchkeys', 'post')));
        $jsst_search_array['search_from_ticket'] = 1;
        if (!empty($jsst_search_userfields)) {
            foreach ($jsst_search_userfields as $jsst_uf) {
                $jsst_search_array['jsst_ticket_custom_field'][$jsst_uf->field] = JSSTrequest::getVar($jsst_uf->field, 'post');
            }
        }
        return $jsst_search_array;
    }

    function getCookiesSavedSearchDataTicket($jsst_search_userfields){
        $jsst_search_array = array();
        $jsst_ticket_search_cookie_data = '';
        if(isset($_COOKIE['jsst_ticket_search_data'])){
            $jsst_ticket_search_cookie_data = jssupportticket::JSST_sanitizeData($_COOKIE['jsst_ticket_search_data']); // JSST_sanitizeData() function uses wordpress santize functions
            $jsst_ticket_search_cookie_data = json_decode( jssupportticketphplib::JSST_safe_decoding($jsst_ticket_search_cookie_data) , true );
        }
        if($jsst_ticket_search_cookie_data != '' && isset($jsst_ticket_search_cookie_data['search_from_ticket']) && $jsst_ticket_search_cookie_data['search_from_ticket'] == 1){
            $jsst_search_array['subject'] = $jsst_ticket_search_cookie_data['subject'];
            $jsst_search_array['name'] = $jsst_ticket_search_cookie_data['name'];
            $jsst_search_array['email'] = $jsst_ticket_search_cookie_data['email'];
            $jsst_search_array['phone'] = $jsst_ticket_search_cookie_data['phone'];
            $jsst_search_array['ticketid'] = $jsst_ticket_search_cookie_data['ticketid'];
            $jsst_search_array['datestart'] = $jsst_ticket_search_cookie_data['datestart'];
            $jsst_search_array['dateend'] = $jsst_ticket_search_cookie_data['dateend'];
            $jsst_search_array['orderid'] = $jsst_ticket_search_cookie_data['orderid'];
            $jsst_search_array['eddorderid'] = $jsst_ticket_search_cookie_data['eddorderid'];
            $jsst_search_array['priority'] = $jsst_ticket_search_cookie_data['priority'];
            $jsst_search_array['departmentid'] = $jsst_ticket_search_cookie_data['departmentid'];
            $jsst_search_array['helptopicid'] = $jsst_ticket_search_cookie_data['helptopicid'];
            $jsst_search_array['productid'] = $jsst_ticket_search_cookie_data['productid'];
            $jsst_search_array['staffid'] = $jsst_ticket_search_cookie_data['staffid'];
            $jsst_search_array['status'] = $jsst_ticket_search_cookie_data['status'];
            $jsst_search_array['sortby'] = $jsst_ticket_search_cookie_data['sortby'];
            $jsst_search_array['list'] = $jsst_ticket_search_cookie_data['list'];
            $jsst_search_array['assignedtome'] = isset($jsst_ticket_search_cookie_data['assignedtome']) ? $jsst_ticket_search_cookie_data['assignedtome'] : null;
            $jsst_search_array['ticketkeys'] = isset($jsst_ticket_search_cookie_data['ticketkeys']) ? $jsst_ticket_search_cookie_data['ticketkeys'] : false;
            if (!empty($jsst_search_userfields)) {
                foreach ($jsst_search_userfields as $jsst_uf) {
                    $jsst_search_array['jsst_ticket_custom_field'][$jsst_uf->field] = (isset($jsst_ticket_search_cookie_data['jsst_ticket_custom_field'][$jsst_uf->field]) && $jsst_ticket_search_cookie_data['jsst_ticket_custom_field'][$jsst_uf->field] != '') ? $jsst_ticket_search_cookie_data['jsst_ticket_custom_field'][$jsst_uf->field] : null;
                }
            }
        }

        return $jsst_search_array;
    }

    function setSearchVariableForTicket($jsst_search_array,$jsst_search_userfields){

        jssupportticket::$_search['ticket']['subject'] = isset($jsst_search_array['subject']) ? $jsst_search_array['subject'] : null;
        jssupportticket::$_search['ticket']['name'] = isset($jsst_search_array['name']) ? $jsst_search_array['name'] : null;
        jssupportticket::$_search['ticket']['phone'] = isset($jsst_search_array['phone']) ? $jsst_search_array['phone'] : null;
        jssupportticket::$_search['ticket']['email'] = isset($jsst_search_array['email']) ? $jsst_search_array['email'] : null;
        jssupportticket::$_search['ticket']['ticketid'] = isset($jsst_search_array['ticketid']) ? $jsst_search_array['ticketid'] : null;
        jssupportticket::$_search['ticket']['datestart'] = isset($jsst_search_array['datestart']) ? $jsst_search_array['datestart'] : null;
        jssupportticket::$_search['ticket']['dateend'] = isset($jsst_search_array['dateend']) ? $jsst_search_array['dateend'] : null;
        jssupportticket::$_search['ticket']['orderid'] = isset($jsst_search_array['orderid']) ? $jsst_search_array['orderid'] : null;
        jssupportticket::$_search['ticket']['eddorderid'] = isset($jsst_search_array['eddorderid']) ? $jsst_search_array['eddorderid'] : null;
        jssupportticket::$_search['ticket']['priority'] = isset($jsst_search_array['priority']) ? $jsst_search_array['priority'] : null;
        jssupportticket::$_search['ticket']['departmentid'] = isset($jsst_search_array['departmentid']) ? $jsst_search_array['departmentid'] : null;
        jssupportticket::$_search['ticket']['helptopicid'] = isset($jsst_search_array['helptopicid']) ? $jsst_search_array['helptopicid'] : null;
        jssupportticket::$_search['ticket']['productid'] = isset($jsst_search_array['productid']) ? $jsst_search_array['productid'] : null;
        jssupportticket::$_search['ticket']['staffid'] = isset($jsst_search_array['staffid']) ? $jsst_search_array['staffid'] : null;
        jssupportticket::$_search['ticket']['status'] = isset($jsst_search_array['status']) ? $jsst_search_array['status'] : null;
        jssupportticket::$_search['ticket']['sortby'] = isset($jsst_search_array['sortby']) ? $jsst_search_array['sortby'] : null;
        jssupportticket::$_search['ticket']['list'] = isset($jsst_search_array['list']) ? $jsst_search_array['list'] : 1;
        // frontend
        jssupportticket::$_search['ticket']['assignedtome'] = isset($jsst_search_array['assignedtome']) ? $jsst_search_array['assignedtome'] : null;
        jssupportticket::$_search['ticket']['ticketkeys'] = isset($jsst_search_array['ticketkeys']) ? $jsst_search_array['ticketkeys'] : false;
        if (!empty($jsst_search_userfields)) {
            foreach ($jsst_search_userfields as $jsst_uf) {
                jssupportticket::$_search['jsst_ticket_custom_field'][$jsst_uf->field] = isset($jsst_search_array['jsst_ticket_custom_field'][$jsst_uf->field]) ? $jsst_search_array['jsst_ticket_custom_field'][$jsst_uf->field] : null;
            }
        }
    }
    function checkIsTicketDuplicate($jsst_subject,$jsst_email){
        if(empty($jsst_subject)) return false;
        if(empty($jsst_email)) return true;

        $jsst_curdate = date_i18n('Y-m-d H:i:s');
        $jsst_query = 'SELECT created FROM `' . jssupportticket::$_db->prefix . 'js_ticket_tickets` WHERE email = "' . esc_sql($jsst_email) . '" AND subject = "' . esc_sql($jsst_subject) . '" ORDER BY created DESC LIMIT 1';
        $jsst_datetime = jssupportticket::$_db->get_var($jsst_query);
        if($jsst_datetime){
            $jsst_diff = jssupportticketphplib::JSST_strtotime($jsst_curdate) - jssupportticketphplib::JSST_strtotime($jsst_datetime);
            if($jsst_diff <= 15){
                return false;
            }
        }
        return true;
    }
    function getDefaultMultiFormId(){
        $jsst_query = "SHOW TABLES LIKE '%js_ticket_multiform%'";
        $jsst_count = jssupportticket::$_db->query($jsst_query);
        if ($jsst_count == 1) {
            $jsst_query = "SELECT * FROM `" . jssupportticket::$_db->prefix . "js_ticket_multiform` WHERE is_default = 1 ";
            $jsst_id = jssupportticket::$_db->get_row($jsst_query);
            if(isset($jsst_id)) {
                return $jsst_id->id;
            }
        }
        return 1;
    }

    function isFieldRequired(){
        $jsst_field = JSSTrequest::getVar('field');
        $jsst_nonce = JSSTrequest::getVar('_wpnonce');
        if (! wp_verify_nonce( $jsst_nonce, 'is-field-required-'.$jsst_field) ) {
            // die( 'Security check Failed' );
        }
        $jsst_query = "SELECT required  FROM " . jssupportticket::$_db->prefix . "js_ticket_fieldsordering WHERE  field ='".esc_sql($jsst_field)."'";
        return jssupportticket::$_db->get_var($jsst_query);
    }

    function getClosedBy($jsst_id){
        if(!is_numeric($jsst_id)) return false;
        if ($jsst_id == 0) {
            $jsst_closedBy = esc_html(__('System', 'js-support-ticket'));
        } else if($jsst_id == -1){
            $jsst_closedBy = esc_html(__('Guest', 'js-support-ticket'));
        } else {
            $jsst_query = "SELECT display_name AS name FROM `" . jssupportticket::$_wpprefixforuser . "js_ticket_users` WHERE id = ".esc_sql($jsst_id);
            $jsst_closedBy = jssupportticket::$_db->get_var($jsst_query);
        }
        return $jsst_closedBy;
    }

    function checkAIReplyTicketsBySubject() {
        $jsst_nonce = JSSTrequest::getVar('_wpnonce');
        if (!wp_verify_nonce($jsst_nonce, 'check-smart-reply')) {
            die('Security check Failed');
        }

        // Explicitly cast to integer to kill SQL Injection payloads
        $jsst_id = absint(JSSTrequest::getVar('ticketId')); 
        $jsst_subject = sanitize_text_field(JSSTrequest::getVar('ticketSubject'));

        $jsst_agentquery = "";
        if (in_array('agent', jssupportticket::$_active_addons) && JSSTincluder::getJSModel('agent')->isUserStaff()) {
            $jsst_allowed = JSSTincluder::getJSModel('userpermissions')->checkPermissionGrantedForTask('Limit AI Replies to Agent-Assigned Tickets');
            if ($jsst_allowed) {
                $jsst_staffid = absint(JSSTincluder::getJSModel('agent')->getStaffId(JSSTincluder::getObjectClass('user')->uid()));
                $jsst_agentquery = " AND (t.staffid = " . esc_sql($jsst_staffid) . " OR t.departmentid IN (
                    SELECT dept.departmentid
                    FROM `" . jssupportticket::$_db->prefix . "js_ticket_acl_user_access_departments` AS dept
                    WHERE dept.staffid = " . esc_sql($jsst_staffid) . ")) ";
            }
        }

        $jsst_min_relevance = 1.5; // Minimum relevance score to consider

        // Get current ticket's message (for reply-based matching)
        $jsst_query = "
            SELECT ticket.message, ticket.uid
            FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` AS ticket
            WHERE ticket.id = " . esc_sql($jsst_id);
        $jsst_ticket_data = jssupportticket::$_db->get_row($jsst_query);
        
        if (!$jsst_ticket_data) return json_encode([]);

        $jsst_message = wp_strip_all_tags($jsst_ticket_data->message);

        // Break the subject and message into words for partial matching
        $jsst_subject_words = array_filter(jssupportticketphplib::JSST_explode(' ', jssupportticketphplib::JSST_trim($jsst_subject)));
        $jsst_subject_word_count = count($jsst_subject_words);

        // Weighted scoring query with exact match detection
        $jsst_query = "
            SELECT
                t_scores.id,
                t_scores.ticketid,
                t_scores.subject,
                t_scores.message,
                t_scores.created,
                t_scores.subject_score,
                t_scores.message_score,
                (t_scores.subject_score + t_scores.message_score) AS total_relevance,
                t_scores.is_exact_subject_match,
                t_scores.is_exact_message_match
            FROM (
                SELECT
                    t.id,
                    t.ticketid,
                    t.subject,
                    t.message,
                    t.created,
                    3 * IFNULL(MATCH(t.subject) AGAINST('" . esc_sql($jsst_subject) . "' IN NATURAL LANGUAGE MODE), 0) AS subject_score,
                    1 * IFNULL(MATCH(t.message) AGAINST('" . esc_sql($jsst_message) . "' IN NATURAL LANGUAGE MODE), 0) AS message_score,
                    t.subject LIKE '%" . esc_sql($jsst_subject) . "%' AS is_exact_subject_match,
                    t.message LIKE '%" . esc_sql($jsst_message) . "%' AS is_exact_message_match
                FROM `" . jssupportticket::$_db->prefix . "js_ticket_tickets` t
                WHERE t.id != " . esc_sql($jsst_id) . "
                " . $jsst_agentquery . "
            ) AS t_scores
            HAVING total_relevance > " . esc_sql($jsst_min_relevance) . "
            ORDER BY total_relevance DESC LIMIT 50";

        $jsst_tickets = jssupportticket::$_db->get_results($jsst_query);

        // Final result formatting
        $jsst_results = [];
        if (!empty($jsst_tickets)) {
            // Compute custom_score and find max
            $jsst_highest_score = 0;
            foreach ($jsst_tickets as &$jsst_ticket) {
                $jsst_custom_score = 0;
                
                // Exact matches get highest priority
                if ($jsst_ticket->is_exact_subject_match) {
                    $jsst_custom_score += ($jsst_subject_word_count * 10) + 4;
                } elseif ($jsst_ticket->is_exact_message_match) {
                    $jsst_custom_score += ($jsst_subject_word_count * 10) + 0;
                } elseif ($jsst_subject_word_count > 1) {
                    // Partial word combination matching in subject
                    for ($jsst_i = 0; $jsst_i < $jsst_subject_word_count - 1; $jsst_i++) {
                        $jsst_wordCombination = $jsst_subject_words[$jsst_i] . ' ' . ($jsst_subject_words[$jsst_i + 1] ?? '');
                        if (stripos($jsst_ticket->subject, $jsst_wordCombination) !== false) {
                            $jsst_custom_score += 10;
                        }
                    }
                }
                
                $jsst_ticket->custom_score = $jsst_custom_score;
                if ($jsst_ticket->custom_score > $jsst_highest_score) {
                    $jsst_highest_score = $jsst_ticket->custom_score;
                }
            }
            unset($jsst_ticket);

            // Sort tickets by custom_score and total_relevance
            usort($jsst_tickets, function ($jsst_a, $jsst_b) {
                if ($jsst_a->custom_score === $jsst_b->custom_score) {
                    return $jsst_b->total_relevance <=> $jsst_a->total_relevance;
                }
                return $jsst_b->custom_score <=> $jsst_a->custom_score;
            });

            // Apply threshold like before, but considering both custom_score and total_relevance
            $jsst_filtered_tickets = [];
            $jsst_threshold_percentage = 30; // 30% threshold
            
            // Calculate threshold values only if highest_custom_score is not zero to avoid division by zero
            $jsst_custom_score_threshold_value = ($jsst_highest_score > 0) ? ($jsst_threshold_percentage / 100) * $jsst_highest_score : 0;
            $jsst_highest_total_relevance = 0;
            foreach ($jsst_tickets as $jsst_tkt) {
                if ($jsst_tkt->total_relevance > $jsst_highest_total_relevance) {
                    $jsst_highest_total_relevance = $jsst_tkt->total_relevance;
                }
            }
            $jsst_total_relevance_threshold_value = ($jsst_highest_total_relevance > 0) ? ($jsst_threshold_percentage / 100) * $jsst_highest_total_relevance : 0;
            foreach ($jsst_tickets as $jsst_index => $jsst_ticket) {
                // Always keep the top result after sorting by custom_score
                if ($jsst_index === 0) {
                    $jsst_filtered_tickets[$jsst_ticket->id] = $jsst_ticket;
                    continue;
                }

                // Condition 1: Check if custom_score is above its threshold
                $jsst_is_custom_score_above_threshold = ($jsst_ticket->custom_score > 0 && $jsst_ticket->custom_score >= $jsst_custom_score_threshold_value);

                // Condition 2: Check if total_relevance is above its threshold
                $jsst_is_total_relevance_above_threshold = $jsst_ticket->total_relevance >= $jsst_total_relevance_threshold_value;

                // Condition 3: Handle cases where both scores are very low (similar to original code)
                // If custom_score is 0, total_relevance must meet the minimum relevance.
                // This prevents purely NLP-driven low-relevance results if no custom score is found.
                $jsst_is_scores_too_low = ($jsst_ticket->custom_score == 0 && $jsst_ticket->total_relevance < $jsst_min_relevance);

                if ($jsst_is_scores_too_low) {
                    continue;
                }

                if ($jsst_is_custom_score_above_threshold || $jsst_is_total_relevance_above_threshold) {
                     // Ensure uniqueness by post id, keeping the highest custom_score and then the highest total_relevance
                    if (
                        !isset($jsst_filtered_tickets[$jsst_ticket->id]) ||
                        $jsst_ticket->custom_score > $jsst_filtered_tickets[$jsst_ticket->id]->custom_score ||
                        ($jsst_ticket->custom_score === $jsst_filtered_tickets[$jsst_ticket->id]->custom_score && $jsst_ticket->total_relevance > $jsst_filtered_tickets[$jsst_ticket->id]->total_relevance)
                    ) {
                        $jsst_filtered_tickets[$jsst_ticket->id] = $jsst_ticket;
                    }
                }
            }

            $jsst_tickets = array_values($jsst_filtered_tickets);

            foreach ($jsst_tickets as $jsst_ticket) {
                $jsst_results[] = [
                    'id' => $jsst_ticket->id,
                    'text' => $jsst_ticket->subject,
                    'message' => wp_strip_all_tags($jsst_ticket->message),
                    'ticketid' => $jsst_ticket->ticketid,
                    'relevance' => $jsst_ticket->total_relevance,
                    'custom_score' => $jsst_ticket->custom_score
                ];
            }
        }

        return json_encode($jsst_results);
    }
    
}
?>
