$sql = "SELECT category.*, project.other_area , project.email FROM ".$table_support_category." category,".$table_support_project." project WHERE project.project_id = category.project_id ORDER BY category.total_tickets DESC;";
public static function insert_new_ticket($category_id, $course_id,$project_id,$other_area, $email,$subject, $content,$personalemail="",$file_attachments,$source='VRT',$priority='NRM',$status='',$request_user ='',$assigned_user=0){
$sql_update_total_message ="UPDATE ".$table_support_tickets." SET sys_lastedit_user_id ='$user_id' , sys_lastedit_datetime ='".$now."' , total_messages = ("."SELECT COUNT(*) as total_messages FROM ".$table_support_messages." WHERE ticket_id ='$ticket_id'".") WHERE ticket_id ='$ticket_id' ";
Database::query($sql_update_total_message);
$sql_message_att_id = "SELECT COUNT(*) as total_attach FROM ".$table_support_message_attachments." WHERE ticket_id ='$ticket_id' AND message_id = '$message_id'";
$sql="INSERT INTO ".$table_support_message_attachments."(filename, path,ticket_id,message_id,message_attch_id,size,sys_insert_user_id,sys_insert_datetime,sys_lastedit_user_id,sys_lastedit_datetime)
$sql = "SELECT ticket.*, ticket.ticket_id AS col0,ticket.start_date AS col1, ticket.sys_lastedit_datetime AS col2 ,cat.name AS col3,user.username AS col4, priority.priority AS col5 ,
priority.priority AS col6, status.name AS col7 , ticket.total_messages AS col8, msg.message AS col9, ticket.request_user AS user_id , ticket.assigned_last_user AS responsable
FROM ".$table_support_tickets." ticket ,".$table_support_category." cat , ".$table_support_priority ." priority, ".$table_support_status ." status , ".Database::get_main_table(TABLE_MAIN_USER)." user, tck_message msg
WHERE cat.category_id = ticket.category_id AND ticket.priority_id = priority.priority_id AND ticket.status_id = status.status_id AND user.user_id = ticket.request_user
AND ticket.ticket_id= msg.ticket_id AND message_id=1 ";
$sql.=" AND (ticket.ticket_code = '".$keyword."' OR ticket.ticket_id = '".$keyword."' OR user.firstname LIKE '%".$keyword."%' OR user.lastname LIKE '%".$keyword."%' OR concat(user.firstname,' ',user.lastname) LIKE '%".$keyword."%' OR concat(user.lastname,' ',user.firstname) LIKE '%".$keyword."%' OR user.username LIKE '%".$keyword."%') ";
$sql.=" AND ticket.category_id = '$keyword_category' ";
}
if($keyword_request_user !=''){
$sql.=" AND (ticket.request_user = '$keyword_request_user' OR user.firstname LIKE '%".$keyword_request_user."%' OR user.official_code LIKE '%".$keyword_request_user."%' OR user.lastname LIKE '%".$keyword_request_user."%' OR concat(user.firstname,' ',user.lastname) LIKE '%".$keyword_request_user."%' OR concat(user.lastname,' ',user.firstname) LIKE '%".$keyword_request_user."%' OR user.username LIKE '%".$keyword_request_user."%') ";
}
if($keyword_admin !=''){
$sql.=" AND ticket.assigned_last_user = '$keyword_admin' ";
}
if($keyword_status !=''){
$sql.=" AND ticket.status_id = '$keyword_status' ";
$sql .= "SELECT id FROM $course_table WHERE (title LIKE '%".$keyword_course."%' OR code LIKE '%".$keyword_course."%' OR visual_code LIKE '%".$keyword_course."%' )) ";
$sql.= " AND ticket.ticket_id IN (SELECT ticket.ticket_id FROM $table_support_tickets ticket, $table_support_messages message, $table_main_user user WHERE ticket.ticket_id = message.ticket_id AND message.status = 'NOL' AND message.sys_insert_user_id = user.user_id AND user.user_id NOT IN (SELECT user_id FROM $table_main_admin) AND ticket.status_id != 'REE' GROUP BY ticket.ticket_id)";
}else if($keyword_unread == 'no'){
$sql.= " AND ticket.ticket_id NOT IN (SELECT ticket.ticket_id FROM $table_support_tickets ticket, $table_support_messages message, $table_main_user user WHERE ticket.ticket_id = message.ticket_id AND message.status = 'NOL' AND message.sys_insert_user_id = user.user_id AND user.user_id NOT IN (SELECT user_id FROM $table_main_admin) AND ticket.status_id != 'REE' GROUP BY ticket.ticket_id)";
}
$sql .= " ORDER BY col$column $direction";
$sql .= " LIMIT $from,$number_of_items";
$result = Database::query($sql);
$tickets = array();
while ($row = Database::fetch_assoc($result)){
$sql_unread = "SELECT COUNT(DISTINCT message.message_id) AS unread FROM ".$table_support_tickets." ticket, ".$table_support_messages." message, ".$table_main_user." user
WHERE ticket.ticket_id = message.ticket_id AND ticket.ticket_id= '".$row['col0']."' AND message.status='NOL' AND message.sys_insert_user_id = user.user_id ";
if($isAdmin){
$sql_unread .=" AND user.user_id NOT IN (SELECT user_id FROM $table_main_admin) AND ticket.status_id != 'REE' ";
}else{
$sql_unread .=" AND user.user_id IN (SELECT user_id FROM $table_main_admin) ";
$sql = "SELECT COUNT(ticket.ticket_id) AS total FROM ".$table_support_tickets." ticket ,".$table_support_category." cat , ".$table_support_priority ." priority, ".$table_support_status ." status , ".Database::get_main_table(TABLE_MAIN_USER)." user
WHERE cat.category_id = ticket.category_id AND ticket.priority_id = priority.priority_id AND ticket.status_id = status.status_id AND user.user_id = ticket.request_user ";
$sql.=" AND (ticket.ticket_code = '".$keyword."' OR user.firstname LIKE '%".$keyword."%' OR user.lastname LIKE '%".$keyword."%' OR concat(user.firstname,' ',user.lastname) LIKE '%".$keyword."%' OR concat(user.lastname,' ',user.firstname) LIKE '%".$keyword."%' OR user.username LIKE '%".$keyword."%') ";
$sql.=" AND ticket.category_id = '$keyword_category' ";
}
if($keyword_request_user !=''){
$sql.=" AND (ticket.request_user = '$keyword_request_user' OR user.firstname LIKE '%".$keyword_request_user."%' OR user.official_code LIKE '%".$keyword_request_user."%' OR user.lastname LIKE '%".$keyword_request_user."%' OR concat(user.firstname,' ',user.lastname) LIKE '%".$keyword_request_user."%' OR concat(user.lastname,' ',user.firstname) LIKE '%".$keyword_request_user."%' OR user.username LIKE '%".$keyword_request_user."%') ";
}
if($keyword_admin !=''){
$sql.=" AND ticket.assigned_last_user = '$keyword_admin' ";
}
if($keyword_status !=''){
$sql.=" AND ticket.status_id = '$keyword_status' ";
$sql .= "SELECT id FROM $course_table WHERE (title LIKE '%".$keyword_course."%' OR code LIKE '%".$keyword_course."%' OR visual_code LIKE '%".$keyword_course."%' )) ";
$sql.= " AND ticket.ticket_id IN (SELECT ticket.ticket_id FROM $table_support_tickets ticket, $table_support_messages message, $table_main_user user WHERE ticket.ticket_id = message.ticket_id AND message.status = 'NOL' AND message.sys_insert_user_id = user.user_id AND user.user_id NOT IN (SELECT user_id FROM $table_main_admin) AND ticket.status_id != 'REE' GROUP BY ticket.ticket_id)";
}else if($keyword_unread == 'no'){
$sql.= " AND ticket.ticket_id NOT IN (SELECT ticket.ticket_id FROM $table_support_tickets ticket, $table_support_messages message, $table_main_user user WHERE ticket.ticket_id = message.ticket_id AND message.status = 'NOL' AND message.sys_insert_user_id = user.user_id AND user.user_id NOT IN (SELECT user_id FROM $table_main_admin) AND ticket.status_id != 'REE' GROUP BY ticket.ticket_id)";
}
$res = Database::query($sql);
$obj = Database::fetch_object($res);
return $obj->total;
}
public static function get_ticket_detail_by_id($ticket_id,$user_id){
$sql = "SELECT ticket.* ,cat.name , status.name as status, priority.priority FROM ".$table_support_tickets." ticket, ".$table_support_category." cat ,".$table_support_priority." priority , ".$table_support_status." status
WHERE ticket.ticket_id = '$ticket_id' AND cat.category_id = ticket.category_id AND priority.priority_id = ticket.priority_id AND status.status_id = ticket.status_id ";
$sql = "SELECT * FROM ".$table_support_messages." message, ".Database::get_main_table(TABLE_MAIN_USER)." user WHERE message.ticket_id = '$ticket_id' AND message.sys_insert_user_id = user.user_id ";
Database::query("UPDATE ".Database::get_main_table(TABLE_SUPPORT_TICKET)." SET status_id = 'PND' WHERE ticket_id ='$ticket_id' AND status_id = 'NAT'");
$sql ="SELECT COUNT( DISTINCT ticket.ticket_id) AS unread FROM ".$table_support_tickets." ticket, ".$table_support_messages." message , ".$table_main_user." user WHERE ticket.ticket_id = message.ticket_id AND message.status = 'NOL' AND user.user_id = message.sys_insert_user_id ";
if(!api_is_platform_admin()){
$sql .=" AND ticket.request_user = '$user_id' AND user_id IN (SELECT user_id FROM $table_main_admin) ";
}else{
$sql .=" AND user_id NOT IN (SELECT user_id FROM $table_main_admin) AND ticket.status_id != 'REE'";
$sql = "SELECT ticket.ticket_code, ticket.sys_insert_datetime , ticket.sys_lastedit_datetime , cat.name as category , CONCAT(user.lastname,' ', user.firstname) AS fullname , status.name as status , ticket.total_messages as messages , ticket.assigned_last_user as responsable
FROM ".$table_support_tickets." ticket ,".$table_support_category." cat , ".$table_support_priority ." priority, ".$table_support_status ." status , ".Database::get_main_table(TABLE_MAIN_USER)." user
WHERE cat.category_id = ticket.category_id AND ticket.priority_id = priority.priority_id AND ticket.status_id = status.status_id AND user.user_id = ticket.request_user ";
$sql.=" AND (ticket.ticket_code = '".$keyword."' OR user.firstname LIKE '%".$keyword."%' OR user.lastname LIKE '%".$keyword."%' OR concat(user.firstname,' ',user.lastname) LIKE '%".$keyword."%' OR concat(user.lastname,' ',user.firstname) LIKE '%".$keyword."%' OR user.username LIKE '%".$keyword."%') ";
$sql.=" AND ticket.category_id = '$keyword_category' ";
}
if($keyword_request_user !=''){
$sql.=" AND (ticket.request_user = '$keyword_request_user' OR user.firstname LIKE '%".$keyword_request_user."%' OR user.official_code LIKE '%".$keyword_request_user."%' OR user.lastname LIKE '%".$keyword_request_user."%' OR concat(user.firstname,' ',user.lastname) LIKE '%".$keyword_request_user."%' OR concat(user.lastname,' ',user.firstname) LIKE '%".$keyword_request_user."%' OR user.username LIKE '%".$keyword_request_user."%') ";
}
if($keyword_admin !=''){
$sql.=" AND ticket.assigned_last_user = '$keyword_admin' ";
}
if($keyword_status !=''){
$sql.=" AND ticket.status_id = '$keyword_status' ";
$sql .= "SELECT id FROM $course_table WHERE (title LIKE '%".$keyword_course."%' OR code LIKE '%".$keyword_course."%' OR visual_code LIKE '%".$keyword_course."%' )) ";
}
if($keyword_unread == 'yes'){
$sql.= " AND ticket.ticket_id IN (SELECT ticket.ticket_id FROM $table_support_tickets ticket, $table_support_messages message, $table_main_user user WHERE ticket.ticket_id = message.ticket_id AND message.status = 'NOL' AND message.sys_insert_user_id = user.user_id AND user.status != 1 AND ticket.status_id != 'REE' GROUP BY ticket.ticket_id)";
}else if($keyword_unread == 'no'){
$sql.= " AND ticket.ticket_id NOT IN (SELECT ticket.ticket_id FROM $table_support_tickets ticket, $table_support_messages message, $table_main_user user WHERE ticket.ticket_id = message.ticket_id AND message.status = 'NOL' AND message.sys_insert_user_id = user.user_id AND user.status != 1 AND ticket.status_id != 'REE' GROUP BY ticket.ticket_id)";
