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

2 files changed, 192 insertions, 38 deletions

diff --git a/src/server/game/Server/Protocol/Handlers/TicketHandler.cpp b/src/server/game/Server/Protocol/Handlers/TicketHandler.cpp
index 7ddf3ca6c91..8d6f8a13294 100644
--- a/src/server/game/Server/Protocol/Handlers/TicketHandler.cpp
+++ b/src/server/game/Server/Protocol/Handlers/TicketHandler.cpp
@@ -22,8 +22,11 @@
 #include "WorldPacket.h"
 #include "Common.h"
 #include "ObjectMgr.h"
+#include "TicketMgr.h"
 #include "Player.h"
 #include "World.h"
+#include "WorldSession.h"
+#include "Util.h"
 
 void WorldSession::HandleGMTicketCreateOpcode(WorldPacket & recv_data)
 {
@@ -33,31 +36,32 @@ void WorldSession::HandleGMTicketCreateOpcode(WorldPacket & recv_data)
         return;
     }
 
-    if (GM_Ticket *ticket = sObjectMgr.GetGMTicketByPlayer(GetPlayer()->GetGUID()))
+    if (GM_Ticket *ticket = sTicketMgr.GetGMTicketByPlayer(GetPlayer()->GetGUID()))
     {
         WorldPacket data(SMSG_GMTICKET_CREATE, 4);
-        data << uint32(1); // 1 - You already have GM ticket
+        data << uint32(GMTICKET_RESPONSE_FAILURE); // You already have GM ticket
         SendPacket(&data);
         return;
     }
 
-    uint32 map;
+    uint32 map, unk1;
+    uint8 needResponse; // ignored
     float x, y, z;
     std::string ticketText, ticketText2;
 
     SendQueryTimeResponse();
 
-    WorldPacket data(SMSG_GMTICKET_CREATE, 4);
     recv_data >> map;
     recv_data >> x;
     recv_data >> y;
     recv_data >> z;
     recv_data >> ticketText;
-    recv_data >> ticketText2;
+    recv_data >> unk1; // not sure what this is... replyTo?
+    recv_data >> needResponse; // always 1/0 -- not sure what retail does with this
 
     GM_Ticket *ticket = new GM_Ticket;
     ticket->name = GetPlayer()->GetName();
-    ticket->guid = sObjectMgr.GenerateGMTicketId();
+    ticket->guid = sTicketMgr.GenerateGMTicketId();
     ticket->playerGuid = GetPlayer()->GetGUID();
     ticket->message = ticketText;
     ticket->createtime = time(NULL);
@@ -69,27 +73,29 @@ void WorldSession::HandleGMTicketCreateOpcode(WorldPacket & recv_data)
     ticket->closed = 0;
     ticket->assignedToGM = 0;
     ticket->comment = "";
+    ticket->completed = false;
+    ticket->escalated = TICKET_UNASSIGNED;
+    ticket->response = "";
 
-    sObjectMgr.AddOrUpdateGMTicket(*ticket, true);
+    sTicketMgr.AddOrUpdateGMTicket(*ticket, true);
 
-    data << uint32(2);
+    WorldPacket data(SMSG_GMTICKET_CREATE, 4);
+    data << uint32(GMTICKET_RESPONSE_SUCCESS);
     SendPacket(&data);
 
     sWorld.SendGMText(LANG_COMMAND_TICKETNEW, GetPlayer()->GetName(), ticket->guid);
-
 }
 
 void WorldSession::HandleGMTicketUpdateOpcode(WorldPacket & recv_data)
 {
-    WorldPacket data(SMSG_GMTICKET_UPDATETEXT, 4);
-
     std::string message;
     recv_data >> message;
 
-    GM_Ticket *ticket = sObjectMgr.GetGMTicketByPlayer(GetPlayer()->GetGUID());
+    GM_Ticket *ticket = sTicketMgr.GetGMTicketByPlayer(GetPlayer()->GetGUID());
     if (!ticket)
     {
-        data << uint32(1);
+        WorldPacket data(SMSG_GMTICKET_UPDATETEXT, 4);
+        data << uint32(GMTICKET_RESPONSE_FAILURE);
         SendPacket(&data);
         return;
     }
@@ -97,28 +103,28 @@ void WorldSession::HandleGMTicketUpdateOpcode(WorldPacket & recv_data)
     ticket->message = message;
     ticket->timestamp = time(NULL);
 
-    sObjectMgr.AddOrUpdateGMTicket(*ticket);
+    sTicketMgr.AddOrUpdateGMTicket(*ticket);
 
-    data << uint32(2);
+    WorldPacket data(SMSG_GMTICKET_UPDATETEXT, 4);
+    data << uint32(GMTICKET_RESPONSE_SUCCESS);
     SendPacket(&data);
 
     sWorld.SendGMText(LANG_COMMAND_TICKETUPDATED, GetPlayer()->GetName(), ticket->guid);
-
 }
 
 void WorldSession::HandleGMTicketDeleteOpcode(WorldPacket & /*recv_data*/)
 {
-    GM_Ticket* ticket = sObjectMgr.GetGMTicketByPlayer(GetPlayer()->GetGUID());
+    GM_Ticket* ticket = sTicketMgr.GetGMTicketByPlayer(GetPlayer()->GetGUID());
 
     if (ticket)
     {
         WorldPacket data(SMSG_GMTICKET_DELETETICKET, 4);
-        data << uint32(9);
+        data << uint32(GMTICKET_RESPONSE_TICKET_DELETED);
         SendPacket(&data);
 
         sWorld.SendGMText(LANG_COMMAND_TICKETPLAYERABANDON, GetPlayer()->GetName(), ticket->guid);
-        sObjectMgr.RemoveGMTicket(ticket, GetPlayer()->GetGUID(), false);
-        SendGMTicketGetTicket(0x0A, 0);
+        sTicketMgr.RemoveGMTicket(ticket, GetPlayer()->GetGUID(), false);
+        SendGMTicketGetTicket(GMTICKET_STATUS_DEFAULT, NULL);
     }
 }
 
@@ -126,36 +132,184 @@ void WorldSession::HandleGMTicketGetTicketOpcode(WorldPacket & /*recv_data*/)
 {
     SendQueryTimeResponse();
 
-    GM_Ticket *ticket = sObjectMgr.GetGMTicketByPlayer(GetPlayer()->GetGUID());
-    if (ticket)
-        SendGMTicketGetTicket(0x06, ticket->message.c_str());
+    if (GM_Ticket *ticket = sTicketMgr.GetGMTicketByPlayer(GetPlayer()->GetGUID()))
+    {
+        if (ticket->completed)
+            SendGMTicketResponse(ticket);
+        else
+            SendGMTicketGetTicket(GMTICKET_STATUS_HASTEXT, ticket->message.c_str(), ticket);
+    }
     else
-        SendGMTicketGetTicket(0x0A, 0);
-
+        SendGMTicketGetTicket(GMTICKET_STATUS_DEFAULT, NULL);
 }
 
 void WorldSession::HandleGMTicketSystemStatusOpcode(WorldPacket & /*recv_data*/)
 {
     WorldPacket data(SMSG_GMTICKET_SYSTEMSTATUS, 4);
-    data << uint32(1);
+    // are we sure this is a uint32? Should ask Zor
+    data << uint32(sTicketMgr.GetStatus() ? GMTICKET_QUEUE_STATUS_ENABLED : GMTICKET_QUEUE_STATUS_DISABLED);
     SendPacket(&data);
 }
 
-void WorldSession::SendGMTicketGetTicket(uint32 status, char const* text)
+void WorldSession::SendGMTicketGetTicket(uint32 status, char const* text, GM_Ticket *ticket /* = NULL */)
 {
     int len = text ? strlen(text) : 0;
-    WorldPacket data(SMSG_GMTICKET_GETTICKET, (4+len+1+4+2+4+4));
+    WorldPacket data(SMSG_GMTICKET_GETTICKET, (4+4+((status == GMTICKET_STATUS_HASTEXT) ? (len+1+4+4+4+1+1) : 0)));
     data << uint32(status); // standard 0x0A, 0x06 if text present
-    data << uint32(1);      // unk flags, if 0, can't edit the ticket
-    if (status == 6)
+    data << uint32(1);      // g_HasActiveGMTicket -- not a flag
+
+    if (status == GMTICKET_STATUS_HASTEXT)
     {
         data << text; // ticket text
-        data << uint8(0x7); // ticket category
-        data << float(0); // tickets in queue?
-        data << float(0); // if > "tickets in queue" then "We are currently experiencing a high volume of petitions."
-        data << float(0); // 0 - "Your ticket will be serviced soon", 1 - "Wait time currently unavailable"
-        data << uint8(0); // if == 2 and next field == 1 then "Your ticket has been escalated"
-        data << uint8(0); // const
+        data << uint8(0x7); // ticket category; why is this hardcoded? does it make a diff re: client?
+
+        // we've got the easy stuff done by now.
+        // Now we need to go through the client logic for displaying various levels of ticket load
+        if (ticket)
+        {
+            // get ticketage, but it's stored in seconds so we have to do it in days
+            float ticketAge = (float)time(NULL) - (float)ticket->timestamp;
+            ticketAge /= DAY;
+
+            data << float(ticketAge); // ticketAge (days)
+            if (GM_Ticket *oldestTicket = sTicketMgr.GetOldestOpenGMTicket())
+            {
+                // get ticketage, but it's stored in seconds so we have to do it in days
+                float oldestTicketAge = (float)time(NULL) - (float)oldestTicket->timestamp;
+                oldestTicketAge /= DAY;
+                data << float(oldestTicketAge);
+            }
+            else
+                data << float(0);
+
+            // I am not sure how blizzlike this is, and we don't really have a way to find out
+            int64 lastChange = int64(sTicketMgr.GetLastChange());
+            float timeDiff = float(int64(time(NULL)) - lastChange);
+            timeDiff /= DAY;
+            data << float(timeDiff);
+
+            data << uint8(std::min(ticket->escalated, uint8(TICKET_IN_ESCALATION_QUEUE))); // escalated data
+            data << uint8(ticket->viewed ? GMTICKET_OPENEDBYGM_STATUS_OPENED : GMTICKET_OPENEDBYGM_STATUS_NOT_OPENED); // whether or not it has been viewed
+        }
+        else
+        {
+            // we can't actually get any numbers here...
+            data << float(0);
+            data << float(0);
+            data << float(1);
+            data << uint8(0);
+            data << uint8(0);
+        }
     }
+
+    SendPacket(&data);
+}
+
+void WorldSession::SendGMTicketResponse(GM_Ticket *ticket)
+{
+    if (!ticket)
+        return;
+
+    WorldPacket data(SMSG_GMRESPONSE_RECEIVED);
+    data << uint32(1); // unk? Zor says "hasActiveTicket"
+    data << uint32(0); // can-edit - always 1 or 0, not flags
+    data << ticket->message.c_str();
+    data << ticket->response.c_str();
+    for (int8 j = 0; j < 3; j++)
+        data << uint8(0); // 3 null strings
     SendPacket(&data);
 }
+
+void WorldSession::HandleGMSurveySubmit(WorldPacket& recv_data)
+{
+    uint64 nextSurveyID = sTicketMgr.GetNextSurveyID();
+    // just put the survey into the database
+    std::ostringstream ss;
+    uint32 mainSurvey; // GMSurveyCurrentSurvey.dbc, column 1 (all 9) ref to GMSurveySurveys.dbc
+    recv_data >> mainSurvey;
+
+    ss << "INSERT INTO gm_surveys (player, surveyid, mainSurvey, overall_comment, timestamp) VALUES (";
+    ss << GetPlayer()->GetGUID() << ", ";
+    ss << nextSurveyID << ", ";
+    ss << mainSurvey << ", ";
+
+    // sub_survey1, r1, comment1, sub_survey2, r2, comment2, sub_survey3, r3, comment3, sub_survey4, r4, comment4, sub_survey5, r5, comment5, sub_survey6, r6, comment6, sub_survey7, r7, comment7, sub_survey8, r8, comment8, sub_survey9, r9, comment9, sub_survey10, r10, comment10, 
+
+    for (uint8 i = 0; i < 10; i++)
+    {
+        std::ostringstream os;
+        os << "INSERT INTO gm_subsurveys (surveyid, subsurveyid, rank, comment) VALUES (";
+        uint32 subSurveyId; // ref to i'th GMSurveySurveys.dbc field (all fields in that dbc point to fields in GMSurveyQuestions.dbc)
+        recv_data >> subSurveyId;
+        if(!subSurveyId)
+            break;
+
+        uint8 rank; // probably some sort of ref to GMSurveyAnswers.dbc
+        std::string comment; // comment ("Usage: GMSurveyAnswerSubmit(question, rank, comment)")
+        recv_data >> rank;
+        recv_data >> comment;
+
+        os << nextSurveyID << " ";
+        os << subSurveyId << ", ";
+        os << rank << ", '";
+        CharacterDatabase.escape_string(comment);
+        os << comment << "');";
+        CharacterDatabase.PExecute(os.str().c_str());
+    }
+
+    std::string comment; // just a guess
+    recv_data >> comment;
+    CharacterDatabase.escape_string(comment);
+    ss << "'" << comment << "', ";
+    ss << int64(time_t(NULL)) << ");";
+
+    CharacterDatabase.PExecute(ss.str().c_str());
+}
+
+void WorldSession::HandleReportLag(WorldPacket& recv_data)
+{
+    // just put the lag report into the database...
+    // can't think of anything else to do with it
+    uint32 lagType, mapId;
+    float x, y, z;
+    recv_data >> lagType;
+    recv_data >> mapId;
+    recv_data >> x;
+    recv_data >> y;
+    recv_data >> z;
+
+    // build and execute query
+    std::ostringstream os;
+    os << "INSERT INTO lag_reports (player, lag_type, map, x, y, z) VALUES (";
+    os << GetPlayer()->GetGUID() << ", ";
+    os << lagType << ", ";
+    os << mapId << ", ";
+    os << x << ", ";
+    os << y << ", ";
+    os << z << ");";
+
+    CharacterDatabase.Execute(os.str().c_str());
+}
+
+void WorldSession::HandleGMResponseResolve(WorldPacket& recvPacket)
+{
+    // empty packet
+    GM_Ticket* ticket = sTicketMgr.GetGMTicketByPlayer(GetPlayer()->GetGUID());
+
+    if (ticket)
+    {
+        uint8 getSurvey = 0;
+        if ((float)rand_chance() < sWorld.getFloatConfig(CONFIG_CHANCE_OF_GM_SURVEY))
+            getSurvey = 1;
+
+        WorldPacket data(SMSG_GMRESPONSE_STATUS_UPDATE, 4);
+        data << uint8(getSurvey);
+        SendPacket(&data);
+
+        WorldPacket data2(SMSG_GMTICKET_DELETETICKET, 4);
+        data2 << uint32(GMTICKET_RESPONSE_TICKET_DELETED);
+        SendPacket(&data2);
+        sTicketMgr.RemoveGMTicket(ticket, GetPlayer()->GetGUID(), true);
+        SendGMTicketGetTicket(GMTICKET_STATUS_DEFAULT, NULL);
+    }
+}
diff --git a/src/server/game/Server/Protocol/Opcodes.cpp b/src/server/game/Server/Protocol/Opcodes.cpp
index c22148ab96b..f86a7ccba94 100644
--- a/src/server/game/Server/Protocol/Opcodes.cpp
+++ b/src/server/game/Server/Protocol/Opcodes.cpp
@@ -838,7 +838,7 @@ OpcodeHandler opcodeTable[NUM_MSG_TYPES] =
     /*0x327*/ { "CMSG_GM_UPDATE_TICKET_STATUS",                 STATUS_NEVER,    &WorldSession::Handle_NULL                     },
     /*0x328*/ { "SMSG_GM_TICKET_STATUS_UPDATE",                 STATUS_NEVER,    &WorldSession::Handle_ServerSide               },
     /*0x329*/ { "MSG_SET_DUNGEON_DIFFICULTY",                   STATUS_LOGGEDIN, &WorldSession::HandleSetDungeonDifficultyOpcode},
-    /*0x32A*/ { "CMSG_GMSURVEY_SUBMIT",                         STATUS_NEVER,    &WorldSession::Handle_NULL                     },//LOGGEDIN, &WorldSession::HandleGMSurveySubmit            },
+    /*0x32A*/ { "CMSG_GMSURVEY_SUBMIT",                         STATUS_LOGGEDIN, &WorldSession::HandleGMSurveySubmit            },
     /*0x32B*/ { "SMSG_UPDATE_INSTANCE_OWNERSHIP",               STATUS_NEVER,    &WorldSession::Handle_ServerSide               },
     /*0x32C*/ { "CMSG_IGNORE_KNOCKBACK_CHEAT",                  STATUS_NEVER,    &WorldSession::Handle_NULL                     },
     /*0x32D*/ { "SMSG_CHAT_PLAYER_AMBIGUOUS",                   STATUS_NEVER,    &WorldSession::Handle_ServerSide               },
@@ -1292,7 +1292,7 @@ OpcodeHandler opcodeTable[NUM_MSG_TYPES] =
     /*0x4ED*/ { "SMSG_TOGGLE_XP_GAIN",                          STATUS_NEVER,    &WorldSession::Handle_ServerSide               },
     /*0x4EE*/ { "SMSG_GMRESPONSE_DB_ERROR",                     STATUS_NEVER,    &WorldSession::Handle_ServerSide               },
     /*0x4EF*/ { "SMSG_GMRESPONSE_RECEIVED",                     STATUS_NEVER,    &WorldSession::Handle_ServerSide               },
-    /*0x4F0*/ { "CMSG_GMRESPONSE_RESOLVE",                      STATUS_NEVER,    &WorldSession::Handle_NULL                     },
+    /*0x4F0*/ { "CMSG_GMRESPONSE_RESOLVE",                      STATUS_LOGGEDIN, &WorldSession::HandleGMResponseResolve         },
     /*0x4F1*/ { "SMSG_GMRESPONSE_STATUS_UPDATE",                STATUS_NEVER,    &WorldSession::Handle_ServerSide               },
     /*0x4F2*/ { "UMSG_UNKNOWN_1266",                            STATUS_NEVER,    &WorldSession::Handle_NULL                     },
     /*0x4F3*/ { "UMSG_UNKNOWN_1267",                            STATUS_NEVER,    &WorldSession::Handle_NULL                     },