Gm ticket handling fixes (#90)

* Fix .ticket response & .ticket close handling

- Now the GMTicket::SetResponseText method will save the response to the right ticket and will nor update all ticket responses for the same character
- Fix potential issue in GMTicketMgr::Create : limiting to the the most recent ticket of the player and avoid potential multiple returns if there is inconsistent data in table
- Fix GMTicket::SetText
- Prevent to update ticket_text for old tickets of the same char when submiting ticket or updating ticket text in game
- Fix item_text GUID generation
- Setting system response when ticket closed without mail response
- Create a PSendSysMessageMultiline function , will split a mangos string in multiple lines if "@@" string is found.

* Fix revision.h after structure change

Need apply Rel21_16_053_GM_tickets_handling_fixes.sql in order to work correctly

src/game/ChatCommands/Level2.cpp

@@ -46,6 +46,7 @@
 #include "GMTicketMgr.h"
 #include "WaypointManager.h"
 #include "DBCStores.h"
+#include "Mail.h"
 #include "Util.h"
 #include "GridNotifiers.h"
 #include "GridNotifiersImpl.h"
@@ -2852,20 +2853,46 @@ bool ChatHandler::HandleTicketCloseCommand(char* args)
         }
     }
 
-    Player* pPlayer = sObjectMgr.GetPlayer(ticket->GetPlayerGuid());
+    ObjectGuid target_guid = ticket->GetPlayerGuid();
+
+    // Get Player 
+    // Can be nullptr if player is offline
+    Player* pPlayer = sObjectMgr.GetPlayer(target_guid);
+
+    // Get Player name
+    std::string target_name;
+    sObjectMgr.GetPlayerNameByGUID(target_guid, target_name);
+
 
     if (!pPlayer && !sWorld.getConfig(CONFIG_BOOL_GM_TICKET_OFFLINE_CLOSING))
     {
         SendSysMessage(LANG_COMMAND_TICKET_CANT_CLOSE);
         return false;
     }
 
+    // Set reponse text if not existing
+    if (!*ticket->GetResponse())
+    {
+        const char* format = "[System Message] This ticket was closed by <GM>%s without any mail response, perhaps it was resolved by direct chat.";
+        const uint32 responseBufferSize = 256;
+        char response[responseBufferSize];
+        const char* buffer;
+        snprintf(response, responseBufferSize, format, m_session->GetPlayer()->GetName());
+        ticket->SetResponseText(response);
+    }
+
     ticket->Close();
 
+    // Define ticketId variable because we need ticket id after deleting it from TicketMgr
+    uint32 ticketId = ticket->GetId(); 
+
     //This logic feels misplaced, but you can't have it in GMTicket?
     sTicketMgr.Delete(ticket->GetPlayerGuid()); // here, ticket become invalidated and should not be used below
 
-    PSendSysMessage(LANG_COMMAND_TICKETCLOSED_NAME, pPlayer ? pPlayer->GetName() : "an offline player");
+    // Send system message to current GM
+    PSendSysMessage(LANG_COMMAND_TICKETCLOSED_NAME, ticketId, target_name.c_str(), m_session->GetPlayer()->GetName());
+
+    // TODO : Send system Message to All Connected GMs to informe them the ticket has been closed
 
     return true;
 }
@@ -3085,17 +3112,64 @@ bool ChatHandler::HandleTicketRespondCommand(char* args)
         return false;
     }
 
+    // Set the response text to the ticket
     ticket->SetResponseText(args);
 
-    if (Player* pl = sObjectMgr.GetPlayer(ticket->GetPlayerGuid()))
+    // Send in-game email with ticket answer
+    MailDraft draft;
+
+    const char * signatureFormat = GetMangosString(LANG_COMMAND_TICKET_RESPOND_MAIL_SIGNATURE);
+    const uint32 signatureBufferSize = 256;
+    char signature[signatureBufferSize];
+    snprintf(signature, signatureBufferSize, signatureFormat, m_session->GetPlayer()->GetName());
+
+    std::string  mailText = args ;
+    mailText = mailText + signature;
+
+    draft.SetSubjectAndBody(GetMangosString(LANG_COMMAND_TICKET_RESPOND_MAIL_SUBJECT), mailText);
+
+    MailSender sender(MAIL_NORMAL, m_session->GetPlayer()->GetGUIDLow(), MAIL_STATIONERY_GM);
+
+    ObjectGuid target_guid = ticket->GetPlayerGuid();
+
+    // Get Player 
+    // Can be nullptr if player is offline
+    Player* target = sObjectMgr.GetPlayer(target_guid);
+
+    // Get Player name
+    std::string target_name;
+    sObjectMgr.GetPlayerNameByGUID(target_guid, target_name);
+
+    // Find player to send, hopefully we have his guid if target is nullpt
+    // Todo set MailDraft sent by GM and handle 90 day delay
+    draft.SendMailTo(MailReceiver(target, target_guid), sender);
+
+    // If player is online, notify with a system message  that the ticket was handled.
+    if (target && target->IsInWorld())
+    {        
+        ChatHandler(target).PSendSysMessageMultiline(LANG_COMMAND_TICKETCLOSED_PLAYER_NOTIF, m_session->GetPlayer()->GetName());
+    }
+
+    // Define ticketId variable because we need ticket id after deleting it from TicketMgr in notification formated string
+    uint32 ticketId = ticket->GetId();
+
+    // Close the ticket
+    ticket->Close();
+
+
+    // Remove ticket from ticket manager
+    // Otherwise ticket will reappear in player UI if teleported or logout/login !
+    sTicketMgr.Delete(ticket->GetPlayerGuid());
+
+    // Send system Message to All Connected GMs to informe them the ticket has been closed
+    sObjectAccessor.DoForAllPlayers([&](Player* player)
     {
-        pl->GetSession()->SendGMTicketGetTicket(0x06, ticket);
-        //How should we error here?
-        if (m_session)
+        if (player->GetSession()->GetSecurity() >= SEC_GAMEMASTER && player->isAcceptTickets())
         {
-            m_session->GetPlayer()->Whisper(args, LANG_UNIVERSAL, pl->GetObjectGuid());
+            ChatHandler(player).PSendSysMessage(LANG_COMMAND_TICKETCLOSED_NAME, ticketId, target_name.c_str(), m_session->GetPlayer()->GetName());
         }
-    }
+    });
+
 
     return true;
 }

src/game/Object/GMTicketMgr.cpp

@@ -84,20 +84,25 @@ void GMTicket::SetText(const char* text)
     std::string escapedString = m_text;
     CharacterDatabase.escape_string(escapedString);
     CharacterDatabase.PExecute("UPDATE `character_ticket` SET `ticket_text` = '%s' "
-                               "WHERE `guid` = '%u'",
-                               escapedString.c_str(), m_guid.GetCounter());
+                               "WHERE `guid` = '%u' AND `ticket_id` = %u",
+                               escapedString.c_str(), m_guid.GetCounter(), m_ticketId);
 }
 
 void GMTicket::SetResponseText(const char* text)
 {
     m_responseText = text ? text : "";
-    m_lastUpdate = time(NULL);
-
-    std::string escapedString = m_responseText;
-    CharacterDatabase.escape_string(escapedString);
-    CharacterDatabase.PExecute("UPDATE `character_ticket` SET `response_text` = '%s' "
-                               "WHERE `guid` = '%u'",
-                               escapedString.c_str(), m_guid.GetCounter());
+
+    // Perform action in DB only if text is not empty
+    if (m_responseText != "")
+    {
+        m_lastUpdate = time(NULL);
+
+        std::string escapedString = m_responseText;
+        CharacterDatabase.escape_string(escapedString);
+        CharacterDatabase.PExecute("UPDATE `character_ticket` SET `response_text` = '%s' "
+            "WHERE `guid` = '%u' and `ticket_id` = %u",
+            escapedString.c_str(), m_guid.GetCounter(), m_ticketId);
+    }   
 }
 
 void GMTicket::CloseWithSurvey() const
@@ -189,10 +194,12 @@ void GMTicketMgr::Create(ObjectGuid guid, const char* text)
                                      "(%u,   '%s')",
                                      guid.GetCounter(), escapedText.c_str());
 
-    //Get the id of the ticket, needed for logging whispers
+    // Get the id of the ticket, needed for logging whispers
+    // Limiting to the the most recent ticket of the player and avoid potential multiple returns 
+    // if there is inconsistent data in table (e.g : more than 1 ticket unsolved for the same player (should never happen but..who knows..)
     QueryResult* result = CharacterDatabase.PQuery("SELECT `ticket_id`, `guid`, `resolved` "
                                                    "FROM `character_ticket` "
-                                                   "WHERE `guid` = %u AND `resolved` = 0;",
+                                                   "WHERE `guid` = %u AND `resolved` = 0 ORDER BY `ticket_id` DESC LIMIT 1;",
                                                    guid.GetCounter());
 
     CharacterDatabase.CommitTransaction();

src/game/Object/ObjectMgr.cpp

@@ -5697,6 +5697,13 @@ void ObjectMgr::SetHighestGuids()
         delete result;
     }
 
+    result = CharacterDatabase.Query("SELECT MAX(`id`) FROM `item_text`");
+    if (result)
+    {
+        m_ItemTextGuids.Set((*result)[0].GetUInt32() + 1);
+        delete result;
+    }
+
     // Cleanup other tables from nonexistent guids (>=m_hiItemGuid)
     CharacterDatabase.BeginTransaction();
     CharacterDatabase.PExecute("DELETE FROM `character_inventory` WHERE `item` >= '%u'", m_ItemGuids.GetNextAfterMaxUsed());

src/game/Object/ObjectMgr.h

@@ -826,7 +826,7 @@ class ObjectMgr
         }
         uint32 GenerateItemTextID()
         {
-            return m_ItemGuids.Generate();
+            return m_ItemTextGuids.Generate();
         }
         uint32 GenerateMailID()
         {
@@ -1232,6 +1232,7 @@ class ObjectMgr
         // first free low guid for selected guid type
         ObjectGuidGenerator<HIGHGUID_PLAYER>     m_CharGuids;
         ObjectGuidGenerator<HIGHGUID_ITEM>       m_ItemGuids;
+        ObjectGuidGenerator<HIGHGUID_ITEM>       m_ItemTextGuids;
         ObjectGuidGenerator<HIGHGUID_CORPSE>     m_CorpseGuids;
 
         QuestMap            mQuestTemplates;

src/game/Tools/Language.h

@@ -1034,7 +1034,10 @@ enum MangosStrings
     LANG_COMMAND_TICKET_OFFLINE_INFO    = 1516,
     LANG_COMMAND_TICKET_COUNT_ALL       = 1517,
     LANG_COMMAND_TICKET_ACCEPT_STATE    = 1518,
-    // Room for more Level 2              1519-1599 not used
+    LANG_COMMAND_TICKET_RESPOND_MAIL_SUBJECT = 1519,
+    LANG_COMMAND_TICKET_RESPOND_MAIL_SIGNATURE = 1520,
+    LANG_COMMAND_TICKETCLOSED_PLAYER_NOTIF  = 1521,
+    // Room for more Level 2              1522-1599 not used
 
     // Outdoor PvP
     LANG_OPVP_EP_CAPTURE_NPT_H          = 1600,

src/game/Tools/PlayerDump.cpp

@@ -821,6 +821,7 @@ DumpReturn PlayerDumpReader::LoadDump(const std::string& file, uint32 account, s
 
     // FIXME: current code with post-updating guids not safe for future per-map threads
     sObjectMgr.m_ItemGuids.Set(sObjectMgr.m_ItemGuids.GetNextAfterMaxUsed() + items.size());
+    sObjectMgr.m_ItemTextGuids.Set(sObjectMgr.m_ItemTextGuids.GetNextAfterMaxUsed() + itemTexts.size());
     sObjectMgr.m_MailIds.Set(sObjectMgr.m_MailIds.GetNextAfterMaxUsed() +  mails.size());
     sObjectMgr.m_ItemTextIds.Set(sObjectMgr.m_ItemTextIds.GetNextAfterMaxUsed() + itemTexts.size());
 

src/game/WorldHandlers/Chat.cpp

@@ -1006,6 +1006,45 @@ void ChatHandler::PSendSysMessage(int32 entry, ...)
     SendSysMessage(str);
 }
 
+void  ChatHandler::PSendSysMessageMultiline(int32 entry, ...)
+{
+    uint32 linecount = 0;
+
+    const char* format = GetMangosString(entry);
+    va_list ap;
+    char str[2048];
+    va_start(ap, entry);
+    vsnprintf(str, 2048, format, ap);
+    va_end(ap);
+
+    std::string mangosString(str);
+
+    /* Used for tracking our position within the string while iterating through it */
+    std::string::size_type pos = 0, nextpos;
+
+    /* Find the next occurance of @ in the string
+     * This is how newlines are represented */
+    while ((nextpos = mangosString.find("@@", pos)) != std::string::npos)
+    {
+        /* If these are not equal, it means a '@@' was found
+         * These are used to represent newlines in the string
+         * It is set by the code above here */
+        if (nextpos != pos)
+        {
+            /* Send the player a system message containing the substring from pos to nextpos - pos */
+            PSendSysMessage("%s", mangosString.substr(pos, nextpos - pos).c_str());
+            ++linecount;
+        }
+        pos = nextpos + 2; // +2 because there are two @ as delimiter
+    }
+
+    /* There are no more newlines in our mangosString, so we send whatever is left */
+    if (pos < mangosString.length())
+    {
+        PSendSysMessage("%s", mangosString.substr(pos).c_str());
+    }
+}
+
 void ChatHandler::PSendSysMessage(const char* format, ...)
 {
     va_list ap;

src/game/WorldHandlers/Chat.h

@@ -93,6 +93,7 @@ class ChatHandler
         void SendSysMessage(int32     entry);
         void PSendSysMessage(const char* format, ...) ATTR_PRINTF(2, 3);
         void PSendSysMessage(int32     entry, ...);
+        void PSendSysMessageMultiline(int32 entry, ...);
 
         bool ParseCommands(const char* text);
         ChatCommand const* FindCommand(char const* text);

src/game/WorldHandlers/GMTicketHandler.cpp

@@ -35,7 +35,8 @@ void WorldSession::SendGMTicketGetTicket(uint32 status, GMTicket* ticket /*= NUL
 {
     std::string text = ticket ? ticket->GetText() : "";
 
-    if (ticket && ticket->HasResponse())
+    // Removed : Was adding ticket response to ticket text !
+    /*if (ticket && ticket->HasResponse())
     {
         text += "\n\n";
 
@@ -44,7 +45,7 @@ void WorldSession::SendGMTicketGetTicket(uint32 status, GMTicket* ticket /*= NUL
         snprintf(textBuf, 1024, textFormat.c_str(), ticket->GetResponse());
 
         text += textBuf;
-    }
+    }*/
 
     int len = text.size() + 1;
     WorldPacket data(SMSG_GMTICKET_GETTICKET, (4 + len + 1 + 4 + 2 + 4 + 4));

src/shared/revision.h

@@ -37,7 +37,7 @@
     #define CHAR_DB_UPDATE_DESCRIPTION "Add_Field_Comments"
 
     #define WORLD_DB_VERSION_NR 21
-    #define WORLD_DB_STRUCTURE_NR 16
-    #define WORLD_DB_CONTENT_NR 016
-    #define WORLD_DB_UPDATE_DESCRIPTION "Fix typo in quest 5064"
+    #define WORLD_DB_STRUCTURE_NR 17
+    #define WORLD_DB_CONTENT_NR 053
+    #define WORLD_DB_UPDATE_DESCRIPTION "GM_tickets_handling_fixes_pt1"
 #endif // __REVISION_H__