Rewrite much of the GM ticket system

* Extract storage and manipulation of tickets to TicketMgr (from ObjectMgr)
* Extract ticket commands to TicketCommands.cpp
* Adds support for sending GM responses and GM surveys.
* Fix structure of several ticket-related packets.
* Add support for understanding lag reports.
* Thanks Zor for some of the packet structures, and Cyrax for some sniffs
* Please report any issues encountered via the tracker.

--HG--
branch : trunk

3 files changed, 597 insertions, 413 deletions

diff --git a/src/server/game/Chat/Commands/Level1.cpp b/src/server/game/Chat/Commands/Level1.cpp
index c9ef15c50ad..3f50ec762cb 100644
--- a/src/server/game/Chat/Commands/Level1.cpp
+++ b/src/server/game/Chat/Commands/Level1.cpp
@@ -24,6 +24,7 @@
 #include "WorldSession.h"
 #include "World.h"
 #include "ObjectMgr.h"
+#include "TicketMgr.h"
 #include "Player.h"
 #include "AccountMgr.h"
 #include "Opcodes.h"
@@ -288,377 +289,6 @@ bool ChatHandler::HandleGMChatCommand(const char* args)
     return false;
 }
 
-std::string ChatHandler::PGetParseString(int32 entry, ...)
-{
-        const char *format = GetTrinityString(entry);
-        va_list ap;
-        char str [1024];
-        va_start(ap, entry);
-        vsnprintf(str,1024,format, ap);
-        va_end(ap);
-        return (std::string)str;
-}
-
-bool ChatHandler::HandleGMTicketListCommand(const char* /*args*/)
-{
-    SendSysMessage(LANG_COMMAND_TICKETSHOWLIST);
-    for (GmTicketList::iterator itr = sObjectMgr.m_GMTicketList.begin(); itr != sObjectMgr.m_GMTicketList.end(); ++itr)
-    {
-        if ((*itr)->closed != 0)
-            continue;
-        std::string gmname;
-        std::stringstream ss;
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, (*itr)->guid);
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, (*itr)->name.c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - (*itr)->createtime, true, false)).c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - (*itr)->timestamp, true, false)).c_str());
-        if (sObjectMgr.GetPlayerNameByGUID((*itr)->assignedToGM, gmname))
-        {
-            ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-        }
-        SendSysMessage(ss.str().c_str());
-    }
-    return true;
-}
-
-bool ChatHandler::HandleGMTicketListOnlineCommand(const char* /*args*/)
-{
-    SendSysMessage(LANG_COMMAND_TICKETSHOWONLINELIST);
-    for (GmTicketList::iterator itr = sObjectMgr.m_GMTicketList.begin(); itr != sObjectMgr.m_GMTicketList.end(); ++itr)
-    {
-        if ((*itr)->closed != 0 || !sObjectMgr.GetPlayer((*itr)->playerGuid))
-            continue;
-
-        std::string gmname;
-        std::stringstream ss;
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, (*itr)->guid);
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, (*itr)->name.c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - (*itr)->createtime, true, false)).c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - (*itr)->timestamp, true, false)).c_str());
-        if (sObjectMgr.GetPlayerNameByGUID((*itr)->assignedToGM, gmname))
-        {
-            ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-        }
-        SendSysMessage(ss.str().c_str());
-    }
-    return true;
-}
-
-bool ChatHandler::HandleGMTicketListClosedCommand(const char* /*args*/)
-{
-    SendSysMessage(LANG_COMMAND_TICKETSHOWCLOSEDLIST);
-    for (GmTicketList::iterator itr = sObjectMgr.m_GMTicketList.begin(); itr != sObjectMgr.m_GMTicketList.end(); ++itr)
-    {
-        if ((*itr)->closed == 0)
-            continue;
-
-        std::string gmname;
-        std::stringstream ss;
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, (*itr)->guid);
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, (*itr)->name.c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - (*itr)->createtime, true, false)).c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - (*itr)->timestamp, true, false)).c_str());
-        if (sObjectMgr.GetPlayerNameByGUID((*itr)->assignedToGM, gmname))
-        {
-            ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-        }
-        SendSysMessage(ss.str().c_str());
-    }
-    return true;
-}
-
-bool ChatHandler::HandleGMTicketGetByIdCommand(const char* args)
-{
-    if (!*args)
-        return false;
-
-    uint64 tguid = atoi(args);
-    GM_Ticket *ticket = sObjectMgr.GetGMTicket(tguid);
-    if (!ticket || ticket->closed != 0)
-    {
-        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
-        return true;
-    }
-
-    std::string gmname;
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - ticket->createtime, true, false)).c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - ticket->timestamp, true, false)).c_str());
-    if (sObjectMgr.GetPlayerNameByGUID(ticket->assignedToGM, gmname))
-    {
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-    }
-    ss <<  PGetParseString(LANG_COMMAND_TICKETLISTMESSAGE, ticket->message.c_str());
-    if (ticket->comment != "")
-    {
-        ss <<  PGetParseString(LANG_COMMAND_TICKETLISTCOMMENT, ticket->comment.c_str());
-    }
-    SendSysMessage(ss.str().c_str());
-    return true;
-}
-
-bool ChatHandler::HandleGMTicketGetByNameCommand(const char* args)
-{
-    if (!*args)
-        return false;
-
-    std::string name = (char*)args;
-    normalizePlayerName(name);
-
-    Player *plr = sObjectMgr.GetPlayer(name.c_str());
-    if (!plr)
-    {
-        SendSysMessage(LANG_NO_PLAYERS_FOUND);
-        return true;
-    }
-
-    GM_Ticket *ticket = sObjectMgr.GetGMTicketByPlayer(plr->GetGUID());
-    if (!ticket)
-    {
-        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
-        return true;
-    }
-
-    std::string gmname;
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - ticket->createtime, true, false)).c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - ticket->timestamp, true, false)).c_str());
-    if (sObjectMgr.GetPlayerNameByGUID(ticket->assignedToGM, gmname))
-    {
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-    }
-    ss <<  PGetParseString(LANG_COMMAND_TICKETLISTMESSAGE, ticket->message.c_str());
-    if (ticket->comment != "")
-    {
-        ss <<  PGetParseString(LANG_COMMAND_TICKETLISTCOMMENT, ticket->comment.c_str());
-    }
-    SendSysMessage(ss.str().c_str());
-    return true;
-}
-
-bool ChatHandler::HandleGMTicketCloseByIdCommand(const char* args)
-{
-    if (!*args)
-        return false;
-
-    uint64 tguid = atoi(args);
-    GM_Ticket *ticket = sObjectMgr.GetGMTicket(tguid);
-    if (!ticket || ticket->closed != 0)
-    {
-        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
-        return true;
-    }
-    if (ticket && ticket->assignedToGM != 0 && ticket->assignedToGM != m_session->GetPlayer()->GetGUID())
-    {
-        PSendSysMessage(LANG_COMMAND_TICKETCANNOTCLOSE, ticket->guid);
-        return true;
-    }
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETCLOSED, m_session->GetPlayer()->GetName());
-    SendGlobalGMSysMessage(ss.str().c_str());
-    Player *plr = sObjectMgr.GetPlayer(ticket->playerGuid);
-    sObjectMgr.RemoveGMTicket(ticket, m_session->GetPlayer()->GetGUID());
-
-    if (!plr || !plr->IsInWorld())
-        return true;
-
-    // send abandon ticket
-    WorldPacket data(SMSG_GMTICKET_DELETETICKET, 4);
-    data << uint32(9);
-    plr->GetSession()->SendPacket(&data);
-    return true;
-}
-
-bool ChatHandler::HandleGMTicketAssignToCommand(const char* args)
-{
-    if (!*args)
-        return false;
-
-    char* tguid = strtok((char*)args, " ");
-    uint64 ticketGuid = atoi(tguid);
-    char* targetgm = strtok(NULL, " ");
-
-    if (!targetgm)
-        return false;
-
-    std::string targm = targetgm;
-    if (!normalizePlayerName(targm))
-        return false;
-
-    Player *cplr = m_session->GetPlayer();
-    GM_Ticket *ticket = sObjectMgr.GetGMTicket(ticketGuid);
-
-    if (!ticket || ticket->closed != 0)
-    {
-        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
-        return true;
-    }
-
-    uint64 tarGUID = sObjectMgr.GetPlayerGUIDByName(targm.c_str());
-    uint64 accid = sObjectMgr.GetPlayerAccountIdByGUID(tarGUID);
-    uint32 gmlevel = sAccountMgr.GetSecurity(accid, realmID);
-
-    if (!tarGUID || gmlevel == SEC_PLAYER)
-    {
-        SendSysMessage(LANG_COMMAND_TICKETASSIGNERROR_A);
-        return true;
-    }
-
-    if (ticket->assignedToGM == tarGUID)
-    {
-        PSendSysMessage(LANG_COMMAND_TICKETASSIGNERROR_B, ticket->guid);
-        return true;
-    }
-
-    std::string gmname;
-    sObjectMgr.GetPlayerNameByGUID(tarGUID, gmname);
-    if (ticket->assignedToGM != 0 && ticket->assignedToGM != cplr->GetGUID())
-    {
-        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->guid, gmname.c_str());
-        return true;
-    }
-
-    ticket->assignedToGM = tarGUID;
-    sObjectMgr.AddOrUpdateGMTicket(*ticket);
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-    SendGlobalGMSysMessage(ss.str().c_str());
-    return true;
-}
-
-bool ChatHandler::HandleGMTicketUnAssignCommand(const char* args)
-{
-    if (!*args)
-        return false;
-
-    uint64 ticketGuid = atoi(args);
-    Player *cplr = m_session->GetPlayer();
-    GM_Ticket *ticket = sObjectMgr.GetGMTicket(ticketGuid);
-
-    if (!ticket|| ticket->closed != 0)
-    {
-        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
-        return true;
-    }
-    if (ticket->assignedToGM == 0)
-    {
-        PSendSysMessage(LANG_COMMAND_TICKETNOTASSIGNED, ticket->guid);
-        return true;
-    }
-
-    std::string gmname;
-    sObjectMgr.GetPlayerNameByGUID(ticket->assignedToGM, gmname);
-    Player *plr = sObjectMgr.GetPlayer(ticket->assignedToGM);
-    if (plr && plr->IsInWorld() && plr->GetSession()->GetSecurity() > cplr->GetSession()->GetSecurity())
-    {
-        SendSysMessage(LANG_COMMAND_TICKETUNASSIGNSECURITY);
-        return true;
-    }
-
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTUNASSIGNED, cplr->GetName());
-    SendGlobalGMSysMessage(ss.str().c_str());
-    ticket->assignedToGM = 0;
-    sObjectMgr.AddOrUpdateGMTicket(*ticket);
-    return true;
-}
-
-bool ChatHandler::HandleGMTicketCommentCommand(const char* args)
-{
-    if (!*args)
-        return false;
-
-    char* tguid = strtok((char*)args, " ");
-    uint64 ticketGuid = atoi(tguid);
-    char* comment = strtok(NULL, "\n");
-
-    if (!comment)
-        return false;
-
-    Player *cplr = m_session->GetPlayer();
-    GM_Ticket *ticket = sObjectMgr.GetGMTicket(ticketGuid);
-
-    if (!ticket || ticket->closed != 0)
-    {
-        PSendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
-        return true;
-    }
-    if (ticket->assignedToGM != 0 && ticket->assignedToGM != cplr->GetGUID())
-    {
-        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->guid);
-        return true;
-    }
-
-    std::string gmname;
-    sObjectMgr.GetPlayerNameByGUID(ticket->assignedToGM, gmname);
-    ticket->comment = comment;
-    sObjectMgr.AddOrUpdateGMTicket(*ticket);
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    if (sObjectMgr.GetPlayerNameByGUID(ticket->assignedToGM, gmname))
-    {
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-    }
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTADDCOMMENT, cplr->GetName(), ticket->comment.c_str());
-    SendGlobalGMSysMessage(ss.str().c_str());
-    return true;
-}
-
-bool ChatHandler::HandleGMTicketDeleteByIdCommand(const char* args)
-{
-    if (!*args)
-        return false;
-    uint64 ticketGuid = atoi(args);
-    GM_Ticket *ticket = sObjectMgr.GetGMTicket(ticketGuid);
-
-    if (!ticket)
-    {
-        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
-        return true;
-    }
-    if (ticket->closed == 0)
-    {
-        SendSysMessage(LANG_COMMAND_TICKETCLOSEFIRST);
-        return true;
-    }
-
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETDELETED, m_session->GetPlayer()->GetName());
-    SendGlobalGMSysMessage(ss.str().c_str());
-    Player *plr = sObjectMgr.GetPlayer(ticket->playerGuid);
-    sObjectMgr.RemoveGMTicket(ticket, -1, true);
-    if (plr && plr->IsInWorld())
-    {
-        // Force abandon ticket
-        WorldPacket data(SMSG_GMTICKET_DELETETICKET, 4);
-        data << uint32(9);
-        plr->GetSession()->SendPacket(&data);
-    }
-
-    ticket = NULL;
-    return true;
-}
-
-bool ChatHandler::HandleGMTicketReloadCommand(const char*)
-{
-    sObjectMgr.LoadGMTickets();
-    return true;
-}
-
 //Enable\Dissable Invisible mode
 bool ChatHandler::HandleGMVisibleCommand(const char* args)
 {
diff --git a/src/server/game/Chat/Commands/Level2.cpp b/src/server/game/Chat/Commands/Level2.cpp
index 3074a842990..c89be230a93 100644
--- a/src/server/game/Chat/Commands/Level2.cpp
+++ b/src/server/game/Chat/Commands/Level2.cpp
@@ -138,48 +138,6 @@ bool ChatHandler::HandleUnmuteCommand(const char* args)
     return true;
 }
 
-bool ChatHandler::HandleGoTicketCommand(const char * args)
-{
-    if (!*args)
-        return false;
-
-    char *cstrticket_id = strtok((char*)args, " ");
-
-    if (!cstrticket_id)
-        return false;
-
-    uint64 ticket_id = atoi(cstrticket_id);
-    if (!ticket_id)
-        return false;
-
-    GM_Ticket *ticket = sObjectMgr.GetGMTicket(ticket_id);
-    if (!ticket)
-    {
-        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
-        return true;
-    }
-
-    float x, y, z;
-    int mapid;
-
-    x = ticket->pos_x;
-    y = ticket->pos_y;
-    z = ticket->pos_z;
-    mapid = ticket->map;
-
-    Player* _player = m_session->GetPlayer();
-    if (_player->isInFlight())
-    {
-        _player->GetMotionMaster()->MovementExpired();
-        _player->CleanupAfterTaxiFlight();
-    }
-     else
-        _player->SaveRecallPosition();
-
-    _player->TeleportTo(mapid, x, y, z, 1, 0);
-    return true;
-}
-
 bool ChatHandler::HandleGoTriggerCommand(const char* args)
 {
     Player* _player = m_session->GetPlayer();
diff --git a/src/server/game/Chat/Commands/TicketCommands.cpp b/src/server/game/Chat/Commands/TicketCommands.cpp
new file mode 100644
index 00000000000..fc1db823a68
--- /dev/null
+++ b/src/server/game/Chat/Commands/TicketCommands.cpp
@@ -0,0 +1,596 @@
+/*
+ * Copyright (C) 2008-2010 Trinity <http://www.trinitycore.org/>
+ *
+ * This program is free software; you can redistribute it and/or modify
+ * it under the terms of the GNU General Public License as published by
+ * the Free Software Foundation; either version 2 of the License, or
+ * (at your option) any later version.
+ *
+ * This program is distributed in the hope that it will be useful,
+ * but WITHOUT ANY WARRANTY; without even the implied warranty of
+ * MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the
+ * GNU General Public License for more details.
+ *
+ * You should have received a copy of the GNU General Public License
+ * along with this program; if not, write to the Free Software
+ * Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA  02111-1307  USA
+ */
+
+#include "Common.h"
+#include "DatabaseEnv.h"
+#include "WorldPacket.h"
+#include "WorldSession.h"
+#include "ObjectMgr.h"
+#include "TicketMgr.h"
+#include "AccountMgr.h"
+#include "Chat.h"
+#include "Player.h"
+
+std::string ChatHandler::PGetParseString(int32 entry, ...)
+{
+    const char *format = GetTrinityString(entry);
+    va_list ap;
+    char str [1024];
+    va_start(ap, entry);
+    vsnprintf(str,1024,format, ap);
+    va_end(ap);
+    return (std::string)str;
+}
+
+bool ChatHandler::HandleGMTicketListCommand(const char* /*args*/)
+{
+    SendSysMessage(LANG_COMMAND_TICKETSHOWLIST);
+    for (GmTicketList::iterator itr = sTicketMgr.m_GMTicketList.begin(); itr != sTicketMgr.m_GMTicketList.end(); ++itr)
+    {
+        if ((*itr)->closed != 0 || (*itr)->completed)
+            continue;
+        std::string gmname;
+        std::stringstream ss;
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, (*itr)->guid);
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, (*itr)->name.c_str());
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - (*itr)->createtime, true, false)).c_str());
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - (*itr)->timestamp, true, false)).c_str());
+
+        if (sObjectMgr.GetPlayerNameByGUID((*itr)->assignedToGM, gmname))
+            ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
+
+        SendSysMessage(ss.str().c_str());
+    }
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketListOnlineCommand(const char* /*args*/)
+{
+    SendSysMessage(LANG_COMMAND_TICKETSHOWONLINELIST);
+    for (GmTicketList::iterator itr = sTicketMgr.m_GMTicketList.begin(); itr != sTicketMgr.m_GMTicketList.end(); ++itr)
+    {
+        if ((*itr)->closed != 0 || (*itr)->completed || !sObjectMgr.GetPlayer((*itr)->playerGuid))
+            continue;
+
+        std::string gmname;
+        std::stringstream ss;
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, (*itr)->guid);
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, (*itr)->name.c_str());
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - (*itr)->createtime, true, false)).c_str());
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - (*itr)->timestamp, true, false)).c_str());
+        if (sObjectMgr.GetPlayerNameByGUID((*itr)->assignedToGM, gmname))
+            ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
+        SendSysMessage(ss.str().c_str());
+    }
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketListClosedCommand(const char* /*args*/)
+{
+    SendSysMessage(LANG_COMMAND_TICKETSHOWCLOSEDLIST);
+    for (GmTicketList::iterator itr = sTicketMgr.m_GMTicketList.begin(); itr != sTicketMgr.m_GMTicketList.end(); ++itr)
+    {
+        if ((*itr)->closed == 0)
+            continue;
+
+        std::string gmname;
+        std::stringstream ss;
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, (*itr)->guid);
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, (*itr)->name.c_str());
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - (*itr)->createtime, true, false)).c_str());
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - (*itr)->timestamp, true, false)).c_str());
+        if (sObjectMgr.GetPlayerNameByGUID((*itr)->assignedToGM, gmname))
+            ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
+
+        SendSysMessage(ss.str().c_str());
+    }
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketListEscalatedCommand(const char* args)
+{
+    SendSysMessage(LANG_COMMAND_TICKETSHOWESCALATEDLIST);
+    for (GmTicketList::iterator itr = sTicketMgr.m_GMTicketList.begin(); itr != sTicketMgr.m_GMTicketList.end(); ++itr)
+    {
+        if (!((*itr)->escalated == TICKET_IN_ESCALATION_QUEUE) || (*itr)->closed != 0)
+            continue;
+
+        std::string gmname;
+        std::stringstream ss;
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, (*itr)->guid);
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, (*itr)->name.c_str());
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - (*itr)->createtime, true, false)).c_str());
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - (*itr)->timestamp, true, false)).c_str());
+        SendSysMessage(ss.str().c_str());
+    }
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketGetByIdCommand(const char* args)
+{
+    if (!*args)
+        return false;
+
+    uint64 tguid = atoi(args);
+    GM_Ticket *ticket = sTicketMgr.GetGMTicket(tguid);
+    if (!ticket || ticket->closed != 0 || ticket->completed)
+    {
+        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+    ticket->viewed = true;
+
+    std::string gmname;
+    std::stringstream ss;
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - ticket->createtime, true, false)).c_str());
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - ticket->timestamp, true, false)).c_str());
+
+    if (sObjectMgr.GetPlayerNameByGUID(ticket->assignedToGM, gmname))
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
+
+    ss <<  PGetParseString(LANG_COMMAND_TICKETLISTMESSAGE, ticket->message.c_str());
+
+    if (strlen(ticket->comment.c_str()) != 0)
+        ss <<  PGetParseString(LANG_COMMAND_TICKETLISTCOMMENT, ticket->comment.c_str());
+
+    SendSysMessage(ss.str().c_str());
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketGetByNameCommand(const char* args)
+{
+    if (!*args)
+        return false;
+
+    std::string name = (char*)args;
+    normalizePlayerName(name);
+
+    Player *plr = sObjectMgr.GetPlayer(name.c_str());
+    if (!plr)
+    {
+        SendSysMessage(LANG_NO_PLAYERS_FOUND);
+        return true;
+    }
+
+    GM_Ticket *ticket = sTicketMgr.GetGMTicketByPlayer(plr->GetGUID());
+    if (!ticket)
+    {
+        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+    ticket->viewed = true;
+
+    std::string gmname;
+    std::stringstream ss;
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - ticket->createtime, true, false)).c_str());
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - ticket->timestamp, true, false)).c_str());
+
+    if (sObjectMgr.GetPlayerNameByGUID(ticket->assignedToGM, gmname))
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
+
+    ss <<  PGetParseString(LANG_COMMAND_TICKETLISTMESSAGE, ticket->message.c_str());
+
+    if (strlen(ticket->comment.c_str()) != 0)
+        ss <<  PGetParseString(LANG_COMMAND_TICKETLISTCOMMENT, ticket->comment.c_str());
+
+    SendSysMessage(ss.str().c_str());
+
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketCloseByIdCommand(const char* args)
+{
+    if (!*args)
+        return false;
+
+    uint64 tguid = atoi(args);
+    GM_Ticket *ticket = sTicketMgr.GetGMTicket(tguid);
+    if (!ticket || ticket->closed != 0 || ticket->completed)
+    {
+        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+
+    if (ticket && ticket->assignedToGM != 0 && ticket->assignedToGM != m_session->GetPlayer()->GetGUID())
+    {
+        PSendSysMessage(LANG_COMMAND_TICKETCANNOTCLOSE, ticket->guid);
+        return true;
+    }
+
+    std::stringstream ss;
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
+    ss << PGetParseString(LANG_COMMAND_TICKETCLOSED, m_session->GetPlayer()->GetName());
+    SendGlobalGMSysMessage(ss.str().c_str());
+    Player *plr = sObjectMgr.GetPlayer(ticket->playerGuid);
+    sTicketMgr.RemoveGMTicket(ticket, m_session->GetPlayer()->GetGUID());
+
+    if (!plr || !plr->IsInWorld())
+        return true;
+
+    // send abandon ticket
+    WorldPacket deleteTicket(SMSG_GMTICKET_DELETETICKET, 4);
+    deleteTicket << uint32(GMTICKET_RESPONSE_TICKET_DELETED);
+    plr->GetSession()->SendPacket(&deleteTicket);
+
+    sTicketMgr.UpdateLastChange();
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketAssignToCommand(const char* args)
+{
+    if (!*args)
+        return false;
+
+    char* tguid = strtok((char*)args, " ");
+    uint64 ticketGuid = atoi(tguid);
+    char* targetgm = strtok(NULL, " ");
+
+    if (!targetgm)
+        return false;
+
+    std::string targm = targetgm;
+    if (!normalizePlayerName(targm))
+        return false;
+
+    Player *cplr = m_session->GetPlayer();
+    GM_Ticket *ticket = sTicketMgr.GetGMTicket(ticketGuid);
+
+    if (!ticket || ticket->closed != 0)
+    {
+        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+
+    uint64 tarGUID = sObjectMgr.GetPlayerGUIDByName(targm.c_str());
+    uint64 accid = sObjectMgr.GetPlayerAccountIdByGUID(tarGUID);
+    uint32 gmlevel = sAccountMgr.GetSecurity(accid, realmID);
+
+    if (!tarGUID || gmlevel == SEC_PLAYER)
+    {
+        SendSysMessage(LANG_COMMAND_TICKETASSIGNERROR_A);
+        return true;
+    }
+
+    if (ticket->assignedToGM == tarGUID)
+    {
+        PSendSysMessage(LANG_COMMAND_TICKETASSIGNERROR_B, ticket->guid);
+        return true;
+    }
+
+    std::string gmname;
+    sObjectMgr.GetPlayerNameByGUID(tarGUID, gmname);
+    if (ticket->assignedToGM != 0 && ticket->assignedToGM != cplr->GetGUID())
+    {
+        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->guid, gmname.c_str());
+        return true;
+    }
+
+    ticket->assignedToGM = tarGUID;
+
+    if (gmlevel == SEC_ADMINISTRATOR && ticket->escalated == TICKET_IN_ESCALATION_QUEUE)
+        ticket->escalated = TICKET_ESCALATED_ASSIGNED;
+    else if (ticket->escalated == TICKET_UNASSIGNED)
+        ticket->escalated = TICKET_ASSIGNED;
+
+    sTicketMgr.AddOrUpdateGMTicket(*ticket);
+
+    std::stringstream ss;
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
+    SendGlobalGMSysMessage(ss.str().c_str());
+
+    sTicketMgr.UpdateLastChange();
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketUnAssignCommand(const char* args)
+{
+    if (!*args)
+        return false;
+
+    uint64 ticketGuid = atoi(args);
+    Player *cplr = m_session->GetPlayer();
+    GM_Ticket *ticket = sTicketMgr.GetGMTicket(ticketGuid);
+
+    if (!ticket|| ticket->closed != 0)
+    {
+        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+    if (ticket->assignedToGM == 0)
+    {
+        PSendSysMessage(LANG_COMMAND_TICKETNOTASSIGNED, ticket->guid);
+        return true;
+    }
+
+    std::string gmname;
+    sObjectMgr.GetPlayerNameByGUID(ticket->assignedToGM, gmname);
+    Player *plr = sObjectMgr.GetPlayer(ticket->assignedToGM);
+    if (plr && plr->IsInWorld() && plr->GetSession()->GetSecurity() > cplr->GetSession()->GetSecurity())
+    {
+        SendSysMessage(LANG_COMMAND_TICKETUNASSIGNSECURITY);
+        return true;
+    }
+
+    std::stringstream ss;
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTUNASSIGNED, cplr->GetName());
+    SendGlobalGMSysMessage(ss.str().c_str());
+    ticket->assignedToGM = 0;
+    if (ticket->escalated != TICKET_UNASSIGNED && ticket->escalated != TICKET_IN_ESCALATION_QUEUE)
+        ticket->escalated--;
+    sTicketMgr.AddOrUpdateGMTicket(*ticket);
+    sTicketMgr.UpdateLastChange();
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketCommentCommand(const char* args)
+{
+    if (!*args)
+        return false;
+
+    char* tguid = strtok((char*)args, " ");
+    uint64 ticketGuid = atoi(tguid);
+    char* comment = strtok(NULL, "\n");
+
+    if (!comment)
+        return false;
+
+    Player *cplr = m_session->GetPlayer();
+    GM_Ticket *ticket = sTicketMgr.GetGMTicket(ticketGuid);
+
+    if (!ticket || ticket->closed != 0)
+    {
+        PSendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+    if (ticket->assignedToGM != 0 && ticket->assignedToGM != cplr->GetGUID())
+    {
+        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->guid);
+        return true;
+    }
+
+    std::string gmname;
+    sObjectMgr.GetPlayerNameByGUID(ticket->assignedToGM, gmname);
+    ticket->comment = comment;
+    sTicketMgr.AddOrUpdateGMTicket(*ticket);
+    std::stringstream ss;
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
+
+    if (sObjectMgr.GetPlayerNameByGUID(ticket->assignedToGM, gmname))
+        ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
+
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTADDCOMMENT, cplr->GetName(), ticket->comment.c_str());
+    SendGlobalGMSysMessage(ss.str().c_str());
+    sTicketMgr.UpdateLastChange();
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketDeleteByIdCommand(const char* args)
+{
+    if (!*args)
+        return false;
+    uint64 ticketGuid = atoi(args);
+    GM_Ticket *ticket = sTicketMgr.GetGMTicket(ticketGuid);
+
+    if (!ticket)
+    {
+        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+    if (ticket->closed == 0)
+    {
+        SendSysMessage(LANG_COMMAND_TICKETCLOSEFIRST);
+        return true;
+    }
+
+    std::stringstream ss;
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
+    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
+    ss << PGetParseString(LANG_COMMAND_TICKETDELETED, m_session->GetPlayer()->GetName());
+    SendGlobalGMSysMessage(ss.str().c_str());
+    Player *plr = sObjectMgr.GetPlayer(ticket->playerGuid);
+    sTicketMgr.RemoveGMTicket(ticket, -1, true); // we don't need to care about who deleted it...
+    if (plr && plr->IsInWorld())
+    {
+        // Force abandon ticket
+        WorldPacket data(SMSG_GMTICKET_DELETETICKET, 4);
+        data << uint32(GMTICKET_RESPONSE_TICKET_DELETED);
+        plr->GetSession()->SendPacket(&data);
+    }
+
+    ticket = NULL;
+    sTicketMgr.UpdateLastChange();
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketReloadCommand(const char* /* args */)
+{
+    sTicketMgr.LoadGMTickets();
+    return true;
+}
+
+bool ChatHandler::HandleToggleGMTicketSystem(const char* /* args */)
+{
+    sTicketMgr.SetStatus(!sTicketMgr.GetStatus());
+    return true;
+}
+
+bool ChatHandler::HandleGoTicketCommand(const char * args)
+{
+    if (!*args)
+        return false;
+
+    char *cstrticket_id = strtok((char*)args, " ");
+
+    if (!cstrticket_id)
+        return false;
+
+    uint64 ticket_id = atoi(cstrticket_id);
+    if (!ticket_id)
+        return false;
+
+    GM_Ticket *ticket = sTicketMgr.GetGMTicket(ticket_id);
+    if (!ticket)
+    {
+        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+
+    float x, y, z;
+    int mapid;
+
+    x = ticket->pos_x;
+    y = ticket->pos_y;
+    z = ticket->pos_z;
+    mapid = ticket->map;
+
+    Player* _player = m_session->GetPlayer();
+    if (_player->isInFlight())
+    {
+        _player->GetMotionMaster()->MovementExpired();
+        _player->CleanupAfterTaxiFlight();
+    }
+     else
+        _player->SaveRecallPosition();
+
+    _player->TeleportTo(mapid, x, y, z, 1, 0);
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketEscalateCommand(const char *args)
+{
+    if (!*args)
+        return false;
+
+    uint64 tguid = atoi(args);
+    GM_Ticket *ticket = sTicketMgr.GetGMTicket(tguid);
+    if (!ticket || ticket->closed != 0 || ticket->completed || ticket->escalated != TICKET_UNASSIGNED)
+    {
+        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+
+    ticket->escalated = TICKET_IN_ESCALATION_QUEUE;
+
+    Player *plr = sObjectMgr.GetPlayer(ticket->playerGuid);
+    if (plr && plr->IsInWorld())
+        plr->GetSession()->SendGMTicketGetTicket(GMTICKET_STATUS_HASTEXT, ticket->message.c_str(), ticket);
+    sTicketMgr.UpdateLastChange();
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketCompleteCommand(const char* args)
+{
+    if (!*args)
+        return false;
+
+    uint64 tguid = atoi(args);
+    GM_Ticket *ticket = sTicketMgr.GetGMTicket(tguid);
+    if (!ticket || ticket->closed != 0 || ticket->completed)
+    {
+        SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+
+    Player *plr = sObjectMgr.GetPlayer(ticket->playerGuid);
+    if (plr && plr->IsInWorld())
+        plr->GetSession()->SendGMTicketResponse(ticket);
+    sTicketMgr.UpdateLastChange();
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketResponseAppendCommand(const char* args)
+{
+    if (!*args)
+        return false;
+
+    char* tguid = strtok((char*)args, " ");
+    uint64 ticketGuid = atoi(tguid);
+    char* response = strtok(NULL, "\n");
+
+    if (!response)
+        return false;
+
+    GM_Ticket *ticket = sTicketMgr.GetGMTicket(ticketGuid);
+    Player *cplr = m_session->GetPlayer();
+
+    if (!ticket || ticket->closed != 0)
+    {
+        PSendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+
+    if (ticket->assignedToGM != 0 && ticket->assignedToGM != cplr->GetGUID())
+    {
+        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->guid);
+        return true;
+    }
+
+    std::stringstream ss;
+    ss << ticket->response;
+    ss << response;
+    ticket->response = ss.str();
+    sTicketMgr.AddOrUpdateGMTicket(*ticket);
+    return true;
+}
+
+bool ChatHandler::HandleGMTicketResponseAppendLnCommand(const char* args)
+{
+    if (!*args)
+        return false;
+
+    char* tguid = strtok((char*)args, " ");
+    uint64 ticketGuid = atoi(tguid);
+    char* response = strtok(NULL, "\n");
+
+    if (!response)
+        return false;
+
+    GM_Ticket *ticket = sTicketMgr.GetGMTicket(ticketGuid);
+    Player *cplr = m_session->GetPlayer();
+
+    if (!ticket || ticket->closed != 0)
+    {
+        PSendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
+        return true;
+    }
+
+    if (ticket->assignedToGM != 0 && ticket->assignedToGM != cplr->GetGUID())
+    {
+        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->guid);
+        return true;
+    }
+
+    std::stringstream ss;
+    ss << ticket->response;
+    ss << response;
+    ss << "\n";
+    ticket->response = ss.str();
+    sTicketMgr.AddOrUpdateGMTicket(*ticket);
+    return true;
+}