From 33d8b2d0f42e86cd3e9d39a1eb87e66c256c8641 Mon Sep 17 00:00:00 2001 From: Yannick Warnier Date: Mon, 7 Apr 2014 23:34:02 -0500 Subject: [PATCH] Partial cleanup of the ticket plugin - refs #6715 --- plugin/ticket/s/download.php | 52 +- plugin/ticket/s/ticket.class.php | 1840 +++++++++++++++++++----------- 2 files changed, 1208 insertions(+), 684 deletions(-) diff --git a/plugin/ticket/s/download.php b/plugin/ticket/s/download.php index 1c66f6dbd3..9b9e212a2a 100644 --- a/plugin/ticket/s/download.php +++ b/plugin/ticket/s/download.php @@ -2,41 +2,47 @@ require_once '../config.php'; $plugin = TicketPlugin::create(); -require_once api_get_path(LIBRARY_PATH).'group_portal_manager.lib.php'; -require_once api_get_path(LIBRARY_PATH).'document.lib.php'; +require_once api_get_path(LIBRARY_PATH) . 'group_portal_manager.lib.php'; +require_once api_get_path(LIBRARY_PATH) . 'document.lib.php'; api_block_anonymous_users(); -$language_file = array('courses', 'index','admin'); +$language_file = array('courses', 'index', 'admin'); $user_id = api_get_user_id(); -if(!isset($_GET['file']) || ! isset($_GET['title']) || !isset($_GET['ticket_id'])){ - api_not_allowed(); +if (!isset($_GET['file']) || !isset($_GET['title']) || !isset($_GET['ticket_id'])) { + api_not_allowed(); } -if(!api_is_platform_admin()){ - $ticket_id = $_GET['ticket_id']; - $table_support_messages = Database::get_main_table(TABLE_SUPPORT_MESSAGE); - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $table_support_message_attachments = Database::get_main_table(TABLE_SUPPORT_MESSAGE_ATTACHMENTS); - $sql ="SELECT DISTINCT ticket.request_user FROM $table_support_tickets ticket, $table_support_messages message, $table_support_message_attachments attch - WHERE ticket.ticket_id = message.ticket_id AND attch.message_id = message.message_id AND ticket.ticket_id = $ticket_id"; - $rs = Database::query($sql); - $row_users = Database::fetch_array($rs, 'ASSOC'); - $user_request_id = $row_users['request_user']; - if(intval($user_request_id) != $user_id ){ - api_not_allowed(); - } - +if (!api_is_platform_admin()) { + $ticket_id = intval($_GET['ticket_id']); + $table_support_messages = Database::get_main_table(TABLE_SUPPORT_MESSAGE); + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $table_support_message_attachments = Database::get_main_table( + TABLE_SUPPORT_MESSAGE_ATTACHMENTS + ); + $sql = "SELECT DISTINCT ticket.request_user + FROM $table_support_tickets ticket, + $table_support_messages message, + $table_support_message_attachments attch + WHERE ticket.ticket_id = message.ticket_id + AND attch.message_id = message.message_id + AND ticket.ticket_id = $ticket_id"; + $rs = Database::query($sql); + $row_users = Database::fetch_array($rs, 'ASSOC'); + $user_request_id = $row_users['request_user']; + if (intval($user_request_id) != $user_id) { + api_not_allowed(); + } } $file_url = $_GET['file']; $file_url = str_replace('///', '&', $file_url); $file_url = str_replace(' ', '+', $file_url); -$file_url = str_replace('/..', '', $file_url); +$file_url = str_replace('/..', '', $file_url); $file_url = Database::escape_string($file_url); $title = $_GET['title']; $path_attachment = api_get_path(SYS_PATH); -$path_message_attach =$path_attachment.'tck_messageattch/'; -$full_file_name = $path_message_attach.$file_url; +$path_message_attach = $path_attachment . 'tck_messageattch/'; +$full_file_name = $path_message_attach . $file_url; if (Security::check_abs_path($full_file_name, $path_message_attach)) { - DocumentManager::file_send_for_download($full_file_name,TRUE, $title); + DocumentManager::file_send_for_download($full_file_name, true, $title); } exit; \ No newline at end of file diff --git a/plugin/ticket/s/ticket.class.php b/plugin/ticket/s/ticket.class.php index 76d314e538..a59eae80f4 100644 --- a/plugin/ticket/s/ticket.class.php +++ b/plugin/ticket/s/ticket.class.php @@ -1,673 +1,1191 @@ 0){ - $status = REENVIADO; - } - } - - if($request_user == ''&& $source == 'VRT'){ - $request_user = $user_id; - } - $course_id = intval($course_id); - $sql_insert_ticket= "INSERT INTO ".$table_support_tickets." (project_id,category_id,priority_id,course_id, request_user, personal_email ,status_id, start_date,sys_insert_user_id,sys_insert_datetime,sys_lastedit_user_id,sys_lastedit_datetime,source) - VALUES ('$project_id','$category_id','$priority','$course_id','$request_user','$personalemail','$status','".$now."',$user_id,'".$now."','$user_id','".$now."','$source')"; - $result = Database::query($sql_insert_ticket); - $ticket_id = Database::insert_id(); - if ( $assigned_user!= 0){ - self::assign_ticket_user($ticket_id, $assigned_user); - } - if($ticket_id != 0){ - $ticket_code ="A".str_pad((int) $ticket_id,11,"0",STR_PAD_LEFT); - $sql_update_code = "UPDATE ".$table_support_tickets." SET ticket_code = '$ticket_code' WHERE ticket_id = '$ticket_id'"; - Database::query($sql_update_code); - $data_files = array(); - $sql_update_total = "UPDATE ".$table_support_category." SET total_tickets = total_tickets +1 WHERE category_id = '$category_id';"; - Database::query($sql_update_total); - if(self::insert_message($ticket_id, $subject, $content,$file_attachments, $request_user)){ - global $data_files; - if($other_area){ - $user = UserManager::get_user_info_by_id($request_user); - $mensaje_helpdesk = ' - - - - - - - - - - - - - - - - - - - - -
Cliente:'.$user['firstname'].' '.$user['lastname'].'
Usuario:'.$user['username'].'
Fecha:'.api_convert_and_format_date($now, DATE_TIME_FORMAT_LONG).'
Asunto:'.$subject.'
Descripción:'.$content.'
'; - api_mail_html('Soporte virtual', $email, "[SOPORTE] Incidente Reenviado de Soporte Virtual", $mensaje_helpdesk,$user['firstname'].' '.$user['lastname'], $personalemail, array('cc'=>'soportevirtual@usil.edu.pe'), $data_files); - $mensaje_alumno ='

Su consulta fue reenviada al area responsable : '.$email.'

'; - $mensaje_alumno .='

La respuesta a su consulta será enviada al correo : '.$personalemail.'

'; - self::insert_message($ticket_id, "Mensaje Reenviado", $mensaje_alumno, null, 1); - } - return true; - }else{ - return false; - } - }else{ - return false; - } - } - public static function insert_message($ticket_id,$subject,$content,$file_attachments,$user_id,$status='NOL',$envioconfirmacion=false){ - global $data_files; - $table_support_messages = Database::get_main_table(TABLE_SUPPORT_MESSAGE); - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $table_support_message_attachments = Database::get_main_table(TABLE_SUPPORT_MESSAGE_ATTACHMENTS); - if ($envioconfirmacion){ - $formulario = '
+ /** + * Get categories of tickets + * @return array + */ + public static function get_all_tickets_categories() + { + $table_support_category = Database::get_main_table( + TABLE_SUPPORT_CATEGORY + ); + $table_support_project = Database::get_main_table( + TABLE_SUPPORT_PROJECT + ); + $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;"; + $result = Database::query($sql); + $types = array(); + while ($row = Database::fetch_assoc($result)) { + $types[] = $row; + } + + return $types; + } + + public static function get_all_tickets_status() + { + $table_support_status = Database::get_main_table(TABLE_SUPPORT_STATUS); + $sql = "SELECT * FROM " . $table_support_status; + $result = Database::query($sql); + $types = array(); + while ($row = Database::fetch_assoc($result)) { + $types[] = $row; + } + return $types; + } + + 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 + ) { + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $table_support_category = Database::get_main_table( + TABLE_SUPPORT_CATEGORY + ); + $now = api_get_utc_datetime(); + $user_id = api_get_user_id(); + if ($status == '') { + $status = NEWTCK; + if ($other_area > 0) { + $status = REENVIADO; + } + } + + if ($request_user == '' && $source == 'VRT') { + $request_user = $user_id; + } + $course_id = intval($course_id); + $sql_insert_ticket = "INSERT INTO $table_support_tickets + ( + project_id, + category_id, + priority_id, + course_id, + request_user, + personal_email, + status_id, + start_date, + sys_insert_user_id, + sys_insert_datetime, + sys_lastedit_user_id, + sys_lastedit_datetime, + source + ) VALUES ( + '$project_id', + '$category_id', + '$priority', + '$course_id', + '$request_user', + '$personalemail', + '$status', + '" . $now . "', + $user_id, + '" . $now . "', + '$user_id', + '" . $now . "', + '$source' + )"; + $result = Database::query($sql_insert_ticket); + $ticket_id = Database::insert_id(); + if ($assigned_user != 0) { + self::assign_ticket_user($ticket_id, $assigned_user); + } + if ($ticket_id != 0) { + $ticket_code = "A" . str_pad( + (int)$ticket_id, + 11, + "0", + STR_PAD_LEFT + ); + $sql_update_code = "UPDATE $table_support_tickets + SET ticket_code = '$ticket_code' WHERE ticket_id = '$ticket_id'"; + Database::query($sql_update_code); + $data_files = array(); + $sql_update_total = "UPDATE $table_support_category + SET total_tickets = total_tickets +1 WHERE category_id = '$category_id';"; + Database::query($sql_update_total); + if (self::insert_message( + $ticket_id, + $subject, + $content, + $file_attachments, + $request_user + ) + ) { + global $data_files; + if ($other_area) { + $user = UserManager::get_user_info_by_id($request_user); + $mensaje_helpdesk = ' + + + + + + + + + + + + + + + + + + + + +
Cliente:' . $user['firstname'] + . ' ' . $user['lastname'] . '
Usuario:' . $user['username'] . '
Fecha:' . api_convert_and_format_date( + $now, + DATE_TIME_FORMAT_LONG + ) . '
Asunto:' . $subject . '
Descripción:' . $content . '
'; + api_mail_html( + 'Soporte virtual', + $email, + "[SOPORTE] Incidente Reenviado de Soporte Virtual", + $mensaje_helpdesk, + $user['firstname'] . ' ' . $user['lastname'], + $personalemail, + array('cc' => 'soportevirtual@usil.edu.pe'), + $data_files + ); + $mensaje_alumno = '

Su consulta fue reenviada al area responsable : ' . $email . '

'; + $mensaje_alumno .= '

La respuesta a su consulta será enviada al correo : ' . $personalemail . '

'; + self::insert_message( + $ticket_id, + "Mensaje Reenviado", + $mensaje_alumno, + null, + 1 + ); + } + + return true; + } else { + + return false; + } + } else { + + return false; + } + } + + public static function assign_ticket_user($ticket_id, $user_id) + { + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $table_support_assigned_log = Database::get_main_table( + TABLE_SUPPORT_ASSIGNED_LOG + ); + $now = api_get_utc_datetime(); + $sql_update = "UPDATE $table_support_tickets + SET assigned_last_user = '$user_id' WHERE ticket_id = '$ticket_id' "; + Database::query($sql_update); + if (Database::affected_rows() > 0) { + $insert_id = api_get_user_id(); + $sql = "INSERT INTO $table_support_assigned_log ( + ticket_id, + user_id, + assigned_date, + sys_insert_user_id + ) VALUES ( + '$ticket_id', + '$user_id', + '$now', + '$insert_id' + );"; + Database::query($sql); + if ($insert_id != $user_id) { + $info = api_get_user_info($user_id); + $mensaje = '

Estimado(a):

' . $info['firstname'] . " " . $info['lastname'] . "

+

Te asignaron el ticket $ticket_id " . 'Ticket

+

Centro de Educación Virtual

'; + api_mail_html( + $info['firstname'] . " " . $info['lastname'], + $info['mail'], + "[TICKETS] Asignacion de Ticket #$ticket_id ", + $mensaje, + 'Plataforma Virtual', + 'plataformavirtual@usil.edu.pe', + array('cc' => 'plataformavirtual@usil.edu.pe') + ); + } + } + } + + public static function insert_message( + $ticket_id, + $subject, + $content, + $file_attachments, + $user_id, + $status = 'NOL', + $envioconfirmacion = false + ) { + global $data_files; + $table_support_messages = Database::get_main_table( + TABLE_SUPPORT_MESSAGE + ); + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $table_support_message_attachments = Database::get_main_table( + TABLE_SUPPORT_MESSAGE_ATTACHMENTS + ); + if ($envioconfirmacion) { + $formulario = '

Esta respuesta le resultó satisfactoria

'; - $content.=$formulario; - Database::query("UPDATE $table_support_tickets SET status_id='XCF' WHERE ticket_id = '$ticket_id'"); - } - $sql_message_id = "SELECT COUNT(*) as total_messages FROM ".$table_support_messages." WHERE ticket_id ='$ticket_id'"; - $result = Database::query($sql_message_id); - $obj = Database::fetch_object($result); - $message_id = $obj->total_messages+1; - $now = api_get_utc_datetime(); - $sql_insert_message = "INSERT INTO ".$table_support_messages." (ticket_id,message_id,subject, message,ip_address,sys_insert_user_id,sys_insert_datetime,sys_lastedit_user_id,sys_lastedit_datetime,status) - VALUES ('$ticket_id','$message_id','$subject','$content','".$_SERVER['REMOTE_ADDR']."','$user_id','".$now."','$user_id','".$now."','$status');"; - Database::query($sql_insert_message); - $sql_update_total_message ="UPDATE ".$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'"; - $result = Database::query($sql_message_att_id); - $obj = Database::fetch_object($result); - $message_attch_id = $obj->total_attach+1; - if (is_array($file_attachments)) { - foreach ($file_attachments as $file_attach) { - if ($file_attach['error'] == 0) { - $data_files[] = self::save_message_attachment_file($file_attach,$ticket_id,$message_id,$message_attch_id); - $message_attch_id++; - }else{ - if($file_attach['error']!=UPLOAD_ERR_NO_FILE )return false; - } - } - } - return true; - - - } - public static function save_message_attachment_file($file_attach,$ticket_id,$message_id,$message_attch_id) { - $now = api_get_ut; - $user_id = api_get_user_id(); - $new_file_name = add_ext_on_mime(stripslashes($file_attach['name']), $file_attach['type']); - $file_name =$file_attach['name']; - $table_support_message_attachments = Database::get_main_table(TABLE_SUPPORT_MESSAGE_ATTACHMENTS); - if (!filter_extension($new_file_name)) { - Display :: display_error_message(get_lang('UplUnableToSaveFileFilteredExtension')); - } else { - $new_file_name = uniqid(''); - $path_attachment = api_get_path(SYS_PATH); - $path_message_attach =$path_attachment.'tck_messageattch/'; - if (!file_exists($path_message_attach)) { - @mkdir($path_message_attach, api_get_permissions_for_new_directories(), true); - } - $new_path=$path_message_attach.$new_file_name; - if (is_uploaded_file($file_attach['tmp_name'])) { - $result= @copy($file_attach['tmp_name'], $new_path); - } - $safe_file_comment= Database::escape_string($file_comment); - $safe_file_name = Database::escape_string($file_name); - $safe_new_file_name = Database::escape_string($new_file_name); - $sql="INSERT INTO ".$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) - VALUES ( '$safe_file_name', '$safe_new_file_name' , '$ticket_id','$message_id', '$message_attch_id','".$file_attach['size']."','$user_id','".$now."','$user_id','".$now."' )"; - $result=Database::query($sql); - return array('path' => $path_message_attach.$safe_new_file_name,'filename' => $safe_file_name); - } - } - public static function get_tickets_by_user_id($from, $number_of_items, $column, $direction ,$user_id=null){ - $table_support_category = Database::get_main_table(TABLE_SUPPORT_CATEGORY); - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $table_support_priority = Database::get_main_table(TABLE_SUPPORT_PRIORITY); - $table_support_status = Database::get_main_table(TABLE_SUPPORT_STATUS); - $table_support_messages = Database::get_main_table(TABLE_SUPPORT_MESSAGE); - $table_main_user = Database::get_main_table(TABLE_MAIN_USER); - $table_main_admin = Database::get_main_table(TABLE_MAIN_ADMIN); - if(is_null($direction)) $direction ="DESC"; - if(is_null($user_id) || $user_id==0){ - $user_id = api_get_user_id(); - } - - $isAdmin = UserManager::is_admin($user_id); - $sql = "SELECT ticket.*, ticket.ticket_id AS col0,ticket.start_date AS col1, ticket.sys_lastedit_datetime AS col2 ,cat.name AS col3,user.username AS col4, priority.priority AS col5 , - priority.priority AS col6, status.name AS col7 , ticket.total_messages AS col8, msg.message AS col9, ticket.request_user AS user_id , ticket.assigned_last_user AS responsable - FROM ".$table_support_tickets." ticket ,".$table_support_category." cat , ".$table_support_priority ." priority, ".$table_support_status ." status , ".Database::get_main_table(TABLE_MAIN_USER)." user, tck_message msg - WHERE cat.category_id = ticket.category_id AND ticket.priority_id = priority.priority_id AND ticket.status_id = status.status_id AND user.user_id = ticket.request_user - AND ticket.ticket_id= msg.ticket_id AND message_id=1 "; - if(!$isAdmin){ - $sql.=" AND request_user = '$user_id' "; - } - $keyword_unread = Database::escape_string(trim($_GET['keyword_unread'])); - //Search simple - if(isset($_GET['submit_simple'])){ - if($_GET['keyword']!=''){ - $keyword = Database::escape_string(trim($_GET['keyword'])); - $sql.=" AND (ticket.ticket_code = '".$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."%') "; - } - } - //Search advanced - if(isset($_GET['submit_advanced'])){ - $keyword_category = Database::escape_string(trim($_GET['keyword_category'])); - $keyword_request_user = Database::escape_string(trim($_GET['keyword_request_user'])); - $keyword_admin = Database::escape_string(trim($_GET['keyword_admin'])); - $keyword_start_date_start = Database::escape_string(trim($_GET['keyword_start_date_start'])); - $keyword_start_date_end = Database::escape_string(trim($_GET['keyword_start_date_end'])); - $keyword_status = Database::escape_string(trim($_GET['keyword_status'])); - $keyword_source = Database::escape_string(trim($_GET['keyword_source'])); - $keyword_priority = Database::escape_string(trim($_GET['keyword_priority'])); - $keyword_range = Database::escape_string(trim($_GET['keyword_dates'])); - $keyword_course = Database::escape_string(trim($_GET['keyword_course'])); - - if($keyword_category !=''){ - $sql.=" AND ticket.category_id = '$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' "; - } - if($keyword_range == '' && $keyword_start_date_start!=''){ - $sql.= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') = '$keyword_start_date_start' "; - } - if ($keyword_range == '1' && $keyword_start_date_start!='' && $keyword_start_date_end !=''){ - $sql.= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') >= '$keyword_start_date_start' AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') <= '$keyword_start_date_end'"; - } - if ($keyword_priority != ''){ - $sql.=" AND ticket.priority_id = '$keyword_priority' "; - } - if($keyword_source != ''){ - $sql.= " AND ticket.source = '$keyword_source' "; - } - if($keyword_priority != ''){ - $sql.= " AND ticket.priority_id = '$keyword_priority' "; - } - if ($keyword_course != ''){ - $course_table = Database :: get_main_table(TABLE_MAIN_COURSE); - $sql .= " AND ticket.course_id IN ( "; - $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.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) "; - } - $result_unread = Database::query($sql_unread); - $unread = Database::fetch_object($result_unread)->unread; - $userinfo = UserManager::get_user_info_by_id($row['user_id']); - $name = ''.api_get_person_name($userinfo['firstname'], $userinfo['lastname']).''; - $actions = ""; - /*if($row['status_id']!='CLS' && $row['status_id']!='REE'){ - if( $row['responsable'] != 0 && $row['responsable'] == $user_id ){ - $actions = ''; - }else{ - $actions = ''; - } - }*/ - if( $row['responsable'] != 0){ - $row['responsable']= api_get_user_info($row['responsable']); - $row['responsable']= ''.$row['responsable']['firstname'].' '.$row['responsable']['lastname'].''; - }else if($row['status_id']!='REE'){ - $row['responsable'] = 'Por Asignar'; - }else{ - $row['responsable'] = 'REENVIADO'; - } - switch ($row['source']){ - case 'PRE': - $img_source = '../img/icons/32/user.png'; - break; - case 'MAI': - $img_source = '../img/icons/32/mail.png'; - break; - case 'TEL': - $img_source = '../img/icons/32/event.png'; - break; - default: - $img_source = '../img/icons/32/course_home.png'; - break; - } - $row['col1'] = api_get_local_time($row['col1']); - $row['col2'] = api_get_local_time($row['col2']); - if($isAdmin){ - $actions .= ''.Display::return_icon('synthese_view.gif', get_lang('Info')).'  '; - if($row['priority_id']=='ALT' && $row['status_id']!='CLS') $actions .= ''; - $row['col0'] = Display::return_icon($img_source, get_lang('Info')).''.$row['ticket_code'].''; - if($row['col7']=='PENDIENTE'){ - $row['col7'] = ''.$row['col7'].''; - } - //programa: $userinfo['extra']['programa'] - $ticket=array($row['col0'],api_format_date($row['col1'],'%d/%m/%y - %I:%M:%S %p'),api_format_date($row['col2'],'%d/%m/%y - %I:%M:%S %p'),$row['col3'],$name,$row['responsable'],$row['col7'],$row['col8'],$actions, eregi_replace("[\n|\r|\n\r|\r\n]", ' ', strip_tags($row['col9'])) ); - }else{ - $actions =""; - $actions .= ''.Display::return_icon('synthese_view.gif', get_lang('Info')).'  '; - $row['col0'] =Display::return_icon($img_source, get_lang('Info')).''.$row['ticket_code'].''; - $now = api_strtotime(api_get_utc_datetime()); - $last_edit_date = api_strtotime($row['sys_lastedit_datetime']); - $dif = $now - $last_edit_date ; - - if($dif > 172800 && $row['priority_id'] == 'NRM' && $row['status_id']!='CLS'){ - $actions .= ''; - } - if($row['priority_id']=='ALT') $actions .= ''; - $ticket=array($row['col0'],api_format_date($row['col1'],'%d/%m/%y - %I:%M:%S %p'),api_format_date($row['col2'],'%d/%m/%y - %I:%M:%S %p'),$row['col3'],$row['col7'],$actions); - } - if($unread > 0){ - - $ticket['0']=$ticket['0'].'  ('.$unread.')'; - - } - if ($isAdmin) - $ticket['0'].= '   - '.get_lang('Historial').' -
  
+ $content .= $formulario; + Database::query( + "UPDATE $table_support_tickets SET status_id='XCF' WHERE ticket_id = '$ticket_id'" + ); + } + $sql_message_id = "SELECT COUNT(*) as total_messages FROM $table_support_messages + WHERE ticket_id ='$ticket_id'"; + $result = Database::query($sql_message_id); + $obj = Database::fetch_object($result); + $message_id = $obj->total_messages + 1; + $now = api_get_utc_datetime(); + $sql_insert_message = "INSERT INTO $table_support_messages ( + ticket_id,message_id,subject, message,ip_address,sys_insert_user_id,sys_insert_datetime,sys_lastedit_user_id,sys_lastedit_datetime,status + ) VALUES ( + '$ticket_id','$message_id','$subject','$content','" . Database::escape_string($_SERVER['REMOTE_ADDR']) . "','$user_id','" . $now . "','$user_id','" . $now . "','$status' + )"; + Database::query($sql_insert_message); + $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'"; + $result = Database::query($sql_message_att_id); + $obj = Database::fetch_object($result); + $message_attch_id = $obj->total_attach + 1; + if (is_array($file_attachments)) { + foreach ($file_attachments as $file_attach) { + if ($file_attach['error'] == 0) { + $data_files[] = self::save_message_attachment_file( + $file_attach, + $ticket_id, + $message_id, + $message_attch_id + ); + $message_attch_id++; + } else { + if ($file_attach['error'] != UPLOAD_ERR_NO_FILE) { + return false; + } + } + } + } + return true; + } + + public static function save_message_attachment_file( + $file_attach, + $ticket_id, + $message_id, + $message_attch_id + ) { + $now = api_get_utc_datetime(); + $user_id = api_get_user_id(); + $new_file_name = add_ext_on_mime( + stripslashes($file_attach['name']), + $file_attach['type'] + ); + $file_name = $file_attach['name']; + $table_support_message_attachments = Database::get_main_table( + TABLE_SUPPORT_MESSAGE_ATTACHMENTS + ); + if (!filter_extension($new_file_name)) { + Display :: display_error_message( + get_lang('UplUnableToSaveFileFilteredExtension') + ); + } else { + $new_file_name = uniqid(''); + $path_attachment = api_get_path(SYS_PATH); + $path_message_attach = $path_attachment . 'tck_messageattch/'; + if (!file_exists($path_message_attach)) { + @mkdir( + $path_message_attach, + api_get_permissions_for_new_directories(), + true + ); + } + $new_path = $path_message_attach . $new_file_name; + if (is_uploaded_file($file_attach['tmp_name'])) { + $result = @copy($file_attach['tmp_name'], $new_path); + } + $safe_file_name = Database::escape_string($file_name); + $safe_new_file_name = Database::escape_string($new_file_name); + $sql = "INSERT INTO $table_support_message_attachments ( + filename, + path, + ticket_id, + message_id, + message_attch_id, + size, + sys_insert_user_id, + sys_insert_datetime, + sys_lastedit_user_id, + sys_lastedit_datetime + ) VALUES ( + '$safe_file_name', + '$safe_new_file_name', + '$ticket_id', + '$message_id', + '$message_attch_id', + '" . $file_attach['size'] . "', + '$user_id', + '$now', + '$user_id', + '$now' + )"; + $result = Database::query($sql); + return array( + 'path' => $path_message_attach . $safe_new_file_name, + 'filename' => $safe_file_name + ); + } + } + + public static function get_tickets_by_user_id( + $from, + $number_of_items, + $column, + $direction, + $user_id = null + ) { + $table_support_category = Database::get_main_table( + TABLE_SUPPORT_CATEGORY + ); + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $table_support_priority = Database::get_main_table( + TABLE_SUPPORT_PRIORITY + ); + $table_support_status = Database::get_main_table(TABLE_SUPPORT_STATUS); + $table_support_messages = Database::get_main_table( + TABLE_SUPPORT_MESSAGE + ); + $table_main_user = Database::get_main_table(TABLE_MAIN_USER); + $table_main_admin = Database::get_main_table(TABLE_MAIN_ADMIN); + if (is_null($direction)) { + $direction = "DESC"; + } + if (is_null($user_id) || $user_id == 0) { + $user_id = api_get_user_id(); + } + + $isAdmin = UserManager::is_admin($user_id); + $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, + $table_support_status status, + " . Database::get_main_table(TABLE_MAIN_USER) . " user, + tck_message msg + WHERE cat.category_id = ticket.category_id + AND ticket.priority_id = priority.priority_id + AND ticket.status_id = status.status_id + AND user.user_id = ticket.request_user + AND ticket.ticket_id= msg.ticket_id AND message_id=1 "; + if (!$isAdmin) { + $sql .= " AND request_user = '$user_id' "; + } + $keyword_unread = Database::escape_string( + trim($_GET['keyword_unread']) + ); + //Search simple + if (isset($_GET['submit_simple'])) { + if ($_GET['keyword'] != '') { + $keyword = Database::escape_string(trim($_GET['keyword'])); + $sql .= " AND (ticket.ticket_code = '$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%')"; + } + } + //Search advanced + if (isset($_GET['submit_advanced'])) { + $keyword_category = Database::escape_string( + trim($_GET['keyword_category']) + ); + $keyword_request_user = Database::escape_string( + trim($_GET['keyword_request_user']) + ); + $keyword_admin = Database::escape_string( + trim($_GET['keyword_admin']) + ); + $keyword_start_date_start = Database::escape_string( + trim($_GET['keyword_start_date_start']) + ); + $keyword_start_date_end = Database::escape_string( + trim($_GET['keyword_start_date_end']) + ); + $keyword_status = Database::escape_string( + trim($_GET['keyword_status']) + ); + $keyword_source = Database::escape_string( + trim($_GET['keyword_source']) + ); + $keyword_priority = Database::escape_string( + trim($_GET['keyword_priority']) + ); + $keyword_range = Database::escape_string( + trim($_GET['keyword_dates']) + ); + $keyword_course = Database::escape_string( + trim($_GET['keyword_course']) + ); + + if ($keyword_category != '') { + $sql .= " AND ticket.category_id = '$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' "; + } + if ($keyword_range == '' && $keyword_start_date_start != '') { + $sql .= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') = '$keyword_start_date_start' "; + } + if ($keyword_range == '1' && $keyword_start_date_start != '' && $keyword_start_date_end != '') { + $sql .= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') >= '$keyword_start_date_start' + AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') <= '$keyword_start_date_end'"; + } + if ($keyword_priority != '') { + $sql .= " AND ticket.priority_id = '$keyword_priority' "; + } + if ($keyword_source != '') { + $sql .= " AND ticket.source = '$keyword_source' "; + } + if ($keyword_priority != '') { + $sql .= " AND ticket.priority_id = '$keyword_priority' "; + } + if ($keyword_course != '') { + $course_table = Database :: get_main_table(TABLE_MAIN_COURSE); + $sql .= " AND ticket.course_id IN ( "; + $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.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) "; + } + $result_unread = Database::query($sql_unread); + $unread = Database::fetch_object($result_unread)->unread; + $userInfo = UserManager::get_user_info_by_id($row['user_id']); + $name = '' . api_get_person_name( + $userInfo['firstname'], + $userInfo['lastname'] + ) . ''; + $actions = ""; + /*if($row['status_id']!='CLS' && $row['status_id']!='REE'){ + if( $row['responsable'] != 0 && $row['responsable'] == $user_id ){ + $actions = ''; + }else{ + $actions = ''; + } + }*/ + if ($row['responsable'] != 0) { + $row['responsable'] = api_get_user_info($row['responsable']); + $row['responsable'] = '' . $row['responsable']['firstname'] . ' ' . $row['responsable']['lastname'] . ''; + } else { + if ($row['status_id'] != 'REE') { + $row['responsable'] = 'Por Asignar'; + } else { + $row['responsable'] = 'REENVIADO'; + } + } + switch ($row['source']) { + case 'PRE': + $img_source = '../img/icons/32/user.png'; + break; + case 'MAI': + $img_source = '../img/icons/32/mail.png'; + break; + case 'TEL': + $img_source = '../img/icons/32/event.png'; + break; + default: + $img_source = '../img/icons/32/course_home.png'; + break; + } + $row['col1'] = api_get_local_time($row['col1']); + $row['col2'] = api_get_local_time($row['col2']); + if ($isAdmin) { + $actions .= '' . Display::return_icon( + 'synthese_view.gif', + get_lang('Info') + ) . '  '; + if ($row['priority_id'] == 'ALT' && $row['status_id'] != 'CLS') { + $actions .= ''; + } + $row['col0'] = Display::return_icon( + $img_source, + get_lang('Info') + ) . '' . $row['ticket_code'] . ''; + if ($row['col7'] == 'PENDIENTE') { + $row['col7'] = '' . $row['col7'] . ''; + } + //programa: $userInfo['extra']['programa'] + $ticket = array( + $row['col0'], + api_format_date($row['col1'], '%d/%m/%y - %I:%M:%S %p'), + api_format_date($row['col2'], '%d/%m/%y - %I:%M:%S %p'), + $row['col3'], + $name, + $row['responsable'], + $row['col7'], + $row['col8'], + $actions, + eregi_replace( + "[\n|\r|\n\r|\r\n]", + ' ', + strip_tags($row['col9']) + ) + ); + } else { + $actions = ""; + $actions .= '' . Display::return_icon( + 'synthese_view.gif', + get_lang('Info') + ) . '  '; + $row['col0'] = Display::return_icon( + $img_source, + get_lang('Info') + ) . '' . $row['ticket_code'] . ''; + $now = api_strtotime(api_get_utc_datetime()); + $last_edit_date = api_strtotime($row['sys_lastedit_datetime']); + $dif = $now - $last_edit_date; + + if ($dif > 172800 && $row['priority_id'] == 'NRM' && $row['status_id'] != 'CLS') { + $actions .= ''; + } + if ($row['priority_id'] == 'ALT') { + $actions .= ''; + } + $ticket = array( + $row['col0'], + api_format_date($row['col1'], '%d/%m/%y - %I:%M:%S %p'), + api_format_date($row['col2'], '%d/%m/%y - %I:%M:%S %p'), + $row['col3'], + $row['col7'], + $actions + ); + } + if ($unread > 0) { + + $ticket['0'] = $ticket['0'] . '  (' . $unread . ')'; + + } + if ($isAdmin) { + $ticket['0'] .= '   + ' . get_lang('Historial') . ' +
  
  '; - $tickets[] = $ticket; - } - return $tickets; - } - public static function get_total_tickets_by_user_id($user_id=null){ - $table_support_category = Database::get_main_table(TABLE_SUPPORT_CATEGORY); - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $table_support_priority = Database::get_main_table(TABLE_SUPPORT_PRIORITY); - $table_support_status = Database::get_main_table(TABLE_SUPPORT_STATUS); - $table_support_messages = Database::get_main_table(TABLE_SUPPORT_MESSAGE); - $table_main_user = Database::get_main_table(TABLE_MAIN_USER); - $table_main_admin = Database::get_main_table(TABLE_MAIN_ADMIN); - if(is_null($user_id) || $user_id==0){ - $user_id = api_get_user_id(); - } - $sql = "SELECT COUNT(ticket.ticket_id) AS total FROM ".$table_support_tickets." ticket ,".$table_support_category." cat , ".$table_support_priority ." priority, ".$table_support_status ." status , ".Database::get_main_table(TABLE_MAIN_USER)." user + } + $tickets[] = $ticket; + } + return $tickets; + } + + public static function get_total_tickets_by_user_id($user_id = null) + { + $table_support_category = Database::get_main_table( + TABLE_SUPPORT_CATEGORY + ); + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $table_support_priority = Database::get_main_table( + TABLE_SUPPORT_PRIORITY + ); + $table_support_status = Database::get_main_table(TABLE_SUPPORT_STATUS); + $table_support_messages = Database::get_main_table( + TABLE_SUPPORT_MESSAGE + ); + $table_main_user = Database::get_main_table(TABLE_MAIN_USER); + $table_main_admin = Database::get_main_table(TABLE_MAIN_ADMIN); + if (is_null($user_id) || $user_id == 0) { + $user_id = api_get_user_id(); + } + $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 "; - if(!api_is_platform_admin()){ - $sql.=" AND request_user = '$user_id' "; - } - - //Search simple - if(isset($_GET['submit_simple'])){ - if($_GET['keyword']!=''){ - $keyword = Database::escape_string(trim($_GET['keyword'])); - $sql.=" AND (ticket.ticket_code = '".$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."%') "; - } - } - $keyword_unread = Database::escape_string(trim($_GET['keyword_unread'])); - //Search advanced - if(isset($_GET['submit_advanced'])){ - $keyword_category = Database::escape_string(trim($_GET['keyword_category'])); - $keyword_request_user = Database::escape_string(trim($_GET['keyword_request_user'])); - $keyword_admin = Database::escape_string(trim($_GET['keyword_admin'])); - $keyword_start_date_start = Database::escape_string(trim($_GET['keyword_start_date_start'])); - $keyword_start_date_end = Database::escape_string(trim($_GET['keyword_start_date_end'])); - $keyword_status = Database::escape_string(trim($_GET['keyword_status'])); - $keyword_source = Database::escape_string(trim($_GET['keyword_source'])); - $keyword_priority = Database::escape_string(trim($_GET['keyword_priority'])); - $keyword_range = Database::escape_string(trim($_GET['keyword_dates'])); - $keyword_course = Database::escape_string(trim($_GET['keyword_course'])); - - if($keyword_category !=''){ - $sql.=" AND ticket.category_id = '$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' "; - } - if($keyword_range == '' && $keyword_start_date_start!=''){ - $sql.= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') = '$keyword_start_date_start' "; - } - if ($keyword_range == '1' && $keyword_start_date_start!='' && $keyword_start_date_end !=''){ - $sql.= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') >= '$keyword_start_date_start' AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') <= '$keyword_start_date_end'"; - } - if ($keyword_priority != ''){ - $sql.=" AND ticket.priority_id = '$keyword_priority' "; - } - if($keyword_source != ''){ - $sql.= " AND ticket.source = '$keyword_source' "; - } - if($keyword_priority != ''){ - $sql.= " AND ticket.priority_id = '$keyword_priority' "; - } - if ($keyword_course != ''){ - $course_table = Database :: get_main_table(TABLE_MAIN_COURSE); - $sql .= " AND ticket.course_id IN ( "; - $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.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){ - $table_support_category = Database::get_main_table(TABLE_SUPPORT_CATEGORY); - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $table_support_priority = Database::get_main_table(TABLE_SUPPORT_PRIORITY); - $table_support_status = Database::get_main_table(TABLE_SUPPORT_STATUS); - $table_support_messages = Database::get_main_table(TABLE_SUPPORT_MESSAGE); - $table_support_message_attachments = Database::get_main_table(TABLE_SUPPORT_MESSAGE_ATTACHMENTS); - - $sql = "SELECT ticket.* ,cat.name , status.name as status, priority.priority FROM ".$table_support_tickets." ticket, ".$table_support_category." cat ,".$table_support_priority." priority , ".$table_support_status." status + if (!api_is_platform_admin()) { + $sql .= " AND request_user = '$user_id' "; + } + + //Search simple + if (isset($_GET['submit_simple'])) { + if ($_GET['keyword'] != '') { + $keyword = Database::escape_string(trim($_GET['keyword'])); + $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 . "%') "; + } + } + $keyword_unread = Database::escape_string( + trim($_GET['keyword_unread']) + ); + //Search advanced + if (isset($_GET['submit_advanced'])) { + $keyword_category = Database::escape_string( + trim($_GET['keyword_category']) + ); + $keyword_request_user = Database::escape_string( + trim($_GET['keyword_request_user']) + ); + $keyword_admin = Database::escape_string( + trim($_GET['keyword_admin']) + ); + $keyword_start_date_start = Database::escape_string( + trim($_GET['keyword_start_date_start']) + ); + $keyword_start_date_end = Database::escape_string( + trim($_GET['keyword_start_date_end']) + ); + $keyword_status = Database::escape_string( + trim($_GET['keyword_status']) + ); + $keyword_source = Database::escape_string( + trim($_GET['keyword_source']) + ); + $keyword_priority = Database::escape_string( + trim($_GET['keyword_priority']) + ); + $keyword_range = Database::escape_string( + trim($_GET['keyword_dates']) + ); + $keyword_course = Database::escape_string( + trim($_GET['keyword_course']) + ); + + if ($keyword_category != '') { + $sql .= " AND ticket.category_id = '$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' "; + } + if ($keyword_range == '' && $keyword_start_date_start != '') { + $sql .= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') = '$keyword_start_date_start' "; + } + if ($keyword_range == '1' && $keyword_start_date_start != '' && $keyword_start_date_end != '') { + $sql .= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') >= '$keyword_start_date_start' AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') <= '$keyword_start_date_end'"; + } + if ($keyword_priority != '') { + $sql .= " AND ticket.priority_id = '$keyword_priority' "; + } + if ($keyword_source != '') { + $sql .= " AND ticket.source = '$keyword_source' "; + } + if ($keyword_priority != '') { + $sql .= " AND ticket.priority_id = '$keyword_priority' "; + } + if ($keyword_course != '') { + $course_table = Database :: get_main_table(TABLE_MAIN_COURSE); + $sql .= " AND ticket.course_id IN ( "; + $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.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) + { + $table_support_category = Database::get_main_table( + TABLE_SUPPORT_CATEGORY + ); + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $table_support_priority = Database::get_main_table( + TABLE_SUPPORT_PRIORITY + ); + $table_support_status = Database::get_main_table(TABLE_SUPPORT_STATUS); + $table_support_messages = Database::get_main_table( + TABLE_SUPPORT_MESSAGE + ); + $table_support_message_attachments = Database::get_main_table( + TABLE_SUPPORT_MESSAGE_ATTACHMENTS + ); + + $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 "; - if(!UserManager::is_admin($user_id)){ - $sql.= "AND ticket.request_user = '$user_id'"; - } - $result = Database::query($sql); - $ticket = array(); - if(Database::num_rows($result)>0){ - while ($row = Database::fetch_assoc($result)){ - $row['course'] = null; - $row['start_date'] = api_convert_and_format_date(api_get_local_time($row['start_date']), DATE_TIME_FORMAT_LONG,_api_get_timezone()); - $row['end_date'] = api_convert_and_format_date(api_get_local_time($row['end_date']), DATE_TIME_FORMAT_LONG,_api_get_timezone()); - $row['sys_lastedit_datetime'] = api_convert_and_format_date(api_get_local_time($row['sys_lastedit_datetime']), DATE_TIME_FORMAT_LONG,_api_get_timezone()); - $row['course_url'] = null; - if($row['course_id']!=0){ - $course = api_get_course_info_by_id($row['course_id']); - $row['course_url'] = ''.$course['name'].''; - } - $userinfo = api_get_user_info($row['request_user']); - $row['user_url'] = ''.api_get_person_name($userinfo['firstname'], $userinfo['lastname']).''; - $ticket['usuario'] = $userinfo; - $ticket['ticket']= $row; - } - $sql = "SELECT * FROM ".$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 "; - $result = Database::query($sql); - $ticket['messages']= array(); - $attach_icon = Display::return_icon('attachment.gif', ''); - $admin_table = Database::get_main_table(TABLE_MAIN_ADMIN); - while ($row = Database::fetch_assoc($result)){ - $message = $row; - //Check if user is an admin - $sql_admin = "SELECT user_id FROM $admin_table - WHERE user_id = '".intval($message['user_id'])."' LIMIT 1"; - $result_admin = Database::query($sql_admin); - $message['admin'] = false; - if (Database::num_rows($result_admin) > 0) { - $message['admin'] = true; - } - $message['user_created']= ''.$row['firstname'].' '.$row['lastname'].''; - $sql_atachment ="SELECT * FROM ".TABLE_SUPPORT_MESSAGE_ATTACHMENTS." WHERE message_id = ".$row['message_id']." AND ticket_id= '$ticket_id' "; - $result_attach = Database::query($sql_atachment); - while ($row2 = Database::fetch_assoc($result_attach)){ - $archiveURL =$archiveURL=api_get_path(WEB_PLUGIN_PATH).PLUGIN_NAME.'/s/download.php?ticket_id='.$ticket_id.'&file='; - $row2['attachment_link']= $attach_icon.' '.$row2['filename'].' ('.$row2['size'].')'; - $message['atachments'][]= $row2; - } - $ticket['messages'][] = $message; - } - } - return $ticket; - } - public static function assign_ticket_user($ticket_id, $user_id){ - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $table_support_assigned_log = Database::get_main_table(TABLE_SUPPORT_ASSIGNED_LOG); - $now = api_get_utc_datetime(); - $sql_update = "UPDATE ".$table_support_tickets." SET assigned_last_user = '$user_id' WHERE ticket_id = '$ticket_id' "; - Database::query($sql_update); - if(Database::affected_rows()>0){ - $insert_id = api_get_user_id(); - $sql ="INSERT INTO ".$table_support_assigned_log." (ticket_id , user_id , assigned_date , sys_insert_user_id) VALUES ('$ticket_id','$user_id','".$now."','$insert_id');"; - Database::query($sql); - if ($insert_id != $user_id){ - $info = api_get_user_info($user_id); - $mensaje = '

Estimado(a):

'.$info['firstname']." ".$info['lastname']."

-

Te asignaron el ticket $ticket_id ".'Ticket

-

Centro de Educación Virtual

'; - api_mail_html($info['firstname']." ".$info['lastname'], $info['mail'], "[TICKETS] Asignacion de Ticket #$ticket_id ", $mensaje,'Plataforma Virtual', 'plataformavirtual@usil.edu.pe', array('cc'=>'plataformavirtual@usil.edu.pe')); - } - } - } - public static function update_message_status($ticket_id,$user_id){ - $table_support_messages = Database::get_main_table(TABLE_SUPPORT_MESSAGE); - $sql = "UPDATE ".$table_support_messages." SET status = 'LEI' , sys_lastedit_user_id ='".api_get_user_id()."' ,sys_lastedit_datetime ='".$now."' WHERE ticket_id ='$ticket_id' "; - - if(api_is_platform_admin()){ - $sql .= " AND sys_insert_user_id = '$user_id'"; - }else{ - - $sql .= " AND sys_insert_user_id != '$user_id'"; - } - Database::query($sql); - if(Database::affected_rows()>0){ - Database::query("UPDATE ".Database::get_main_table(TABLE_SUPPORT_TICKET)." SET status_id = 'PND' WHERE ticket_id ='$ticket_id' AND status_id = 'NAT'"); - return true; - }else{ - return false; - } - } - public static function update_ticket_status($status_id,$ticket_id, $user_id){ - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $table_support_messages = Database::get_main_table(TABLE_SUPPORT_MESSAGE); - $now = api_get_utc_datetime(); - $sql = "UPDATE ".$table_support_tickets." SET status_id = '$status_id' , sys_lastedit_user_id ='$user_id' ,sys_lastedit_datetime ='".$now."' WHERE ticket_id ='$ticket_id'"; - Database::query($sql); - if(Database::affected_rows()>0){ - return true; - }else{ - return false; - } - } - public static function get_number_of_messages(){ - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $table_support_messages = Database::get_main_table(TABLE_SUPPORT_MESSAGE); - $table_main_user = Database::get_main_table(TABLE_MAIN_USER); - $table_main_admin = Database::get_main_table(TABLE_MAIN_ADMIN); - $user_info = api_get_user_info(); - $user_id = $user_info['user_id']; - $sql ="SELECT COUNT( DISTINCT ticket.ticket_id) AS unread FROM ".$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 .= " AND ticket.project_id != '' "; - $res = Database::query($sql); - $obj = Database::fetch_object($res); - return $obj->unread; - - } - public static function send_alert($ticket_id,$user_id){ - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $now = api_get_utc_datetime(); - $sql = "UPDATE ".$table_support_tickets." SET priority_id = 'ALT', sys_lastedit_user_id ='$user_id' ,sys_lastedit_datetime ='".$now."' WHERE ticket_id = '$ticket_id'"; - Database::query($sql); - } - public static function close_ticket($ticket_id, $user_id){ - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $now = api_get_utc_datetime(); - $sql = "UPDATE ".$table_support_tickets." SET status_id = 'CLS' , sys_lastedit_user_id ='$user_id' ,sys_lastedit_datetime ='".$now."' ,end_date ='".$now."' WHERE ticket_id ='$ticket_id'"; - Database::query($sql); - } - public static function close_old_tickets(){ - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $now = api_get_utc_datetime(); - $sql = "UPDATE ".$table_support_tickets." SET status_id = 'CLS' , sys_lastedit_user_id ='".api_get_user_id()."' ,sys_lastedit_datetime ='".$now."',end_date ='".$now."' WHERE DATEDIFF('$now',sys_lastedit_datetime) > 7 AND status_id != 'CLS' AND status_id != 'NAT' AND status_id != 'REE'"; - Database::query($sql); - } - public static function get_assign_log($ticket_id){ - $table_support_assigned_log = Database::get_main_table(TABLE_SUPPORT_ASSIGNED_LOG); - $sql = "SELECT log.* FROM ".TABLE_SUPPORT_ASSIGNED_LOG." log WHERE log.ticket_id = '$ticket_id' ORDER BY log.assigned_date"; - $result = Database::query($sql); - $history = array(); - while ($row = Database::fetch_assoc($result)){ - if ($row['user_id'] != 0) $assignuser = api_get_user_info($row['user_id']); - $insertuser = api_get_user_info($row['sys_insert_user_id']); - $row['assigned_date'] = api_convert_and_format_date(api_get_local_time($row['assigned_date']), '%d/%m/%y-%H:%M:%S',_api_get_timezone()); - $row['assignuser']= ($row['user_id'] != 0)?(''.$assignuser['username'].'') : get_lang('Unassign'); - $row['insertuser']= ''.$insertuser['username'].''; - $history[]=$row; - } - return $history; - } - public static function export_tickets_by_user_id($from, $number_of_items, $column, $direction ,$user_id=null){ - $table_support_category = Database::get_main_table(TABLE_SUPPORT_CATEGORY); - $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); - $table_support_priority = Database::get_main_table(TABLE_SUPPORT_PRIORITY); - $table_support_status = Database::get_main_table(TABLE_SUPPORT_STATUS); - $table_support_messages = Database::get_main_table(TABLE_SUPPORT_MESSAGE); - $table_main_user = Database::get_main_table(TABLE_MAIN_USER); - if(is_null($direction)) $direction ="DESC"; - if(is_null($user_id) || $user_id==0){ - $user_id = api_get_user_id(); - } - - $sql = "SELECT ticket.ticket_code, ticket.sys_insert_datetime , ticket.sys_lastedit_datetime , cat.name as category , CONCAT(user.lastname,' ', user.firstname) AS fullname , status.name as status , ticket.total_messages as messages , ticket.assigned_last_user as responsable - FROM ".$table_support_tickets." ticket ,".$table_support_category." cat , ".$table_support_priority ." priority, ".$table_support_status ." status , ".Database::get_main_table(TABLE_MAIN_USER)." user + if (!UserManager::is_admin($user_id)) { + $sql .= "AND ticket.request_user = '$user_id'"; + } + $result = Database::query($sql); + $ticket = array(); + if (Database::num_rows($result) > 0) { + while ($row = Database::fetch_assoc($result)) { + $row['course'] = null; + $row['start_date'] = api_convert_and_format_date( + api_get_local_time($row['start_date']), + DATE_TIME_FORMAT_LONG, + _api_get_timezone() + ); + $row['end_date'] = api_convert_and_format_date( + api_get_local_time($row['end_date']), + DATE_TIME_FORMAT_LONG, + _api_get_timezone() + ); + $row['sys_lastedit_datetime'] = api_convert_and_format_date( + api_get_local_time($row['sys_lastedit_datetime']), + DATE_TIME_FORMAT_LONG, + _api_get_timezone() + ); + $row['course_url'] = null; + if ($row['course_id'] != 0) { + $course = api_get_course_info_by_id($row['course_id']); + $row['course_url'] = '' . $course['name'] . ''; + } + $userInfo = api_get_user_info($row['request_user']); + $row['user_url'] = '' . api_get_person_name( + $userInfo['firstname'], + $userInfo['lastname'] + ) . ''; + $ticket['usuario'] = $userInfo; + $ticket['ticket'] = $row; + } + $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 "; + $result = Database::query($sql); + $ticket['messages'] = array(); + $attach_icon = Display::return_icon('attachment.gif', ''); + $admin_table = Database::get_main_table(TABLE_MAIN_ADMIN); + while ($row = Database::fetch_assoc($result)) { + $message = $row; + //Check if user is an admin + $sql_admin = "SELECT user_id FROM $admin_table + WHERE user_id = '" . intval($message['user_id']) . "' LIMIT 1"; + $result_admin = Database::query($sql_admin); + $message['admin'] = false; + if (Database::num_rows($result_admin) > 0) { + $message['admin'] = true; + } + $message['user_created'] = '' . $row['firstname'] . ' ' . $row['lastname'] . ''; + $sql_atachment = "SELECT * FROM " . TABLE_SUPPORT_MESSAGE_ATTACHMENTS . " WHERE message_id = " . $row['message_id'] . " AND ticket_id= '$ticket_id' "; + $result_attach = Database::query($sql_atachment); + while ($row2 = Database::fetch_assoc($result_attach)) { + $archiveURL = $archiveURL = api_get_path( + WEB_PLUGIN_PATH + ) . PLUGIN_NAME . '/s/download.php?ticket_id=' . $ticket_id . '&file='; + $row2['attachment_link'] = $attach_icon . ' ' . $row2['filename'] . ' (' . $row2['size'] . ')'; + $message['atachments'][] = $row2; + } + $ticket['messages'][] = $message; + } + } + return $ticket; + } + + public static function update_message_status($ticket_id, $user_id) + { + $table_support_messages = Database::get_main_table( + TABLE_SUPPORT_MESSAGE + ); + $now = api_get_utc_datetime(); + $sql = "UPDATE " . $table_support_messages . " SET status = 'LEI' , sys_lastedit_user_id ='" . api_get_user_id( + ) . "' ,sys_lastedit_datetime ='" . $now . "' WHERE ticket_id ='$ticket_id' "; + + if (api_is_platform_admin()) { + $sql .= " AND sys_insert_user_id = '$user_id'"; + } else { + + $sql .= " AND sys_insert_user_id != '$user_id'"; + } + Database::query($sql); + if (Database::affected_rows() > 0) { + Database::query( + "UPDATE " . Database::get_main_table(TABLE_SUPPORT_TICKET) . " SET status_id = 'PND' WHERE ticket_id ='$ticket_id' AND status_id = 'NAT'" + ); + return true; + } else { + return false; + } + } + + public static function update_ticket_status( + $status_id, + $ticket_id, + $user_id + ) { + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $table_support_messages = Database::get_main_table( + TABLE_SUPPORT_MESSAGE + ); + $now = api_get_utc_datetime(); + $sql = "UPDATE " . $table_support_tickets . " SET status_id = '$status_id' , sys_lastedit_user_id ='$user_id' ,sys_lastedit_datetime ='" . $now . "' WHERE ticket_id ='$ticket_id'"; + Database::query($sql); + if (Database::affected_rows() > 0) { + return true; + } else { + return false; + } + } + + public static function get_number_of_messages() + { + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $table_support_messages = Database::get_main_table( + TABLE_SUPPORT_MESSAGE + ); + $table_main_user = Database::get_main_table(TABLE_MAIN_USER); + $table_main_admin = Database::get_main_table(TABLE_MAIN_ADMIN); + $user_info = api_get_user_info(); + $user_id = $user_info['user_id']; + $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 .= " AND ticket.project_id != '' "; + $res = Database::query($sql); + $obj = Database::fetch_object($res); + return $obj->unread; + + } + + public static function send_alert($ticket_id, $user_id) + { + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $now = api_get_utc_datetime(); + $sql = "UPDATE " . $table_support_tickets . " SET priority_id = 'ALT', sys_lastedit_user_id ='$user_id' ,sys_lastedit_datetime ='" . $now . "' WHERE ticket_id = '$ticket_id'"; + Database::query($sql); + } + + public static function close_ticket($ticket_id, $user_id) + { + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $now = api_get_utc_datetime(); + $sql = "UPDATE " . $table_support_tickets . " SET status_id = 'CLS' , sys_lastedit_user_id ='$user_id' ,sys_lastedit_datetime ='" . $now . "' ,end_date ='" . $now . "' WHERE ticket_id ='$ticket_id'"; + Database::query($sql); + } + + public static function close_old_tickets() + { + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $now = api_get_utc_datetime(); + $sql = "UPDATE " . $table_support_tickets . " SET status_id = 'CLS' , sys_lastedit_user_id ='" . api_get_user_id( + ) . "' ,sys_lastedit_datetime ='" . $now . "',end_date ='" . $now . "' WHERE DATEDIFF('$now',sys_lastedit_datetime) > 7 AND status_id != 'CLS' AND status_id != 'NAT' AND status_id != 'REE'"; + Database::query($sql); + } + + public static function get_assign_log($ticket_id) + { + $table_support_assigned_log = Database::get_main_table( + TABLE_SUPPORT_ASSIGNED_LOG + ); + $sql = "SELECT log.* FROM " . TABLE_SUPPORT_ASSIGNED_LOG . " log WHERE log.ticket_id = '$ticket_id' ORDER BY log.assigned_date"; + $result = Database::query($sql); + $history = array(); + while ($row = Database::fetch_assoc($result)) { + if ($row['user_id'] != 0) { + $assignuser = api_get_user_info( + $row['user_id'] + ); + } + $insertuser = api_get_user_info($row['sys_insert_user_id']); + $row['assigned_date'] = api_convert_and_format_date( + api_get_local_time($row['assigned_date']), + '%d/%m/%y-%H:%M:%S', + _api_get_timezone() + ); + $row['assignuser'] = ($row['user_id'] != 0) ? ('' . $assignuser['username'] . '') : get_lang( + 'Unassign' + ); + $row['insertuser'] = '' . $insertuser['username'] . ''; + $history[] = $row; + } + return $history; + } + + public static function export_tickets_by_user_id( + $from, + $number_of_items, + $column, + $direction, + $user_id = null + ) { + $table_support_category = Database::get_main_table( + TABLE_SUPPORT_CATEGORY + ); + $table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET); + $table_support_priority = Database::get_main_table( + TABLE_SUPPORT_PRIORITY + ); + $table_support_status = Database::get_main_table(TABLE_SUPPORT_STATUS); + $table_support_messages = Database::get_main_table( + TABLE_SUPPORT_MESSAGE + ); + $table_main_user = Database::get_main_table(TABLE_MAIN_USER); + if (is_null($direction)) { + $direction = "DESC"; + } + if (is_null($user_id) || $user_id == 0) { + $user_id = api_get_user_id(); + } + + $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, " . $table_support_status . " status , " . Database::get_main_table( + TABLE_MAIN_USER + ) . " user WHERE cat.category_id = ticket.category_id AND ticket.priority_id = priority.priority_id AND ticket.status_id = status.status_id AND user.user_id = ticket.request_user "; - //Search simple - if(isset($_GET['submit_simple'])){ - if($_GET['keyword']!=''){ - $keyword = Database::escape_string(trim($_GET['keyword'])); - $sql.=" AND (ticket.ticket_code = '".$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 '%".$keyword."%') "; - } - } - //Search advanced - if(isset($_GET['submit_advanced'])){ - $keyword_category = Database::escape_string(trim($_GET['keyword_category'])); - $keyword_request_user = Database::escape_string(trim($_GET['keyword_request_user'])); - $keyword_admin = Database::escape_string(trim($_GET['keyword_admin'])); - $keyword_start_date_start = Database::escape_string(trim($_GET['keyword_start_date_start'])); - $keyword_start_date_end = Database::escape_string(trim($_GET['keyword_start_date_end'])); - $keyword_status = Database::escape_string(trim($_GET['keyword_status'])); - $keyword_source = Database::escape_string(trim($_GET['keyword_source'])); - $keyword_priority = Database::escape_string(trim($_GET['keyword_priority'])); - $keyword_range = Database::escape_string(trim($_GET['keyword_dates'])); - $keyword_unread = Database::escape_string(trim($_GET['keyword_unread'])); - $keyword_course = Database::escape_string(trim($_GET['keyword_course'])); - - if($keyword_category !=''){ - $sql.=" AND ticket.category_id = '$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' "; - } - if($keyword_range == '' && $keyword_start_date_start!=''){ - $sql.= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') = '$keyword_start_date_start' "; - } - if ($keyword_range == '1' && $keyword_start_date_start!='' && $keyword_start_date_end !=''){ - $sql.= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') >= '$keyword_start_date_start' AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') <= '$keyword_start_date_end'"; - } - if ($keyword_priority != ''){ - $sql.=" AND ticket.priority_id = '$keyword_priority' "; - } - if($keyword_source != ''){ - $sql.= " AND ticket.source = '$keyword_source' "; - } - if($keyword_priority != ''){ - $sql.= " AND ticket.priority_id = '$keyword_priority' "; - } - if ($keyword_course != ''){ - $course_table = Database :: get_main_table(TABLE_MAIN_COURSE); - $sql .= " AND ticket.course_id IN ( "; - $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, $table_main_user user WHERE ticket.ticket_id = message.ticket_id AND message.status = 'NOL' AND message.sys_insert_user_id = user.user_id AND user.status != 1 AND ticket.status_id != 'REE' GROUP BY ticket.ticket_id)"; - } - - } - - - //$sql .= " ORDER BY col$column $direction"; - $sql .= " LIMIT $from,$number_of_items"; - - $result = Database::query($sql); - $tickets[0] = array(utf8_decode('Ticket#'), utf8_decode('Fecha'), utf8_decode('Fecha Edicion'), utf8_decode('Categoria'), utf8_decode('Usuario'), utf8_decode('Estado'), utf8_decode('Mensajes'), utf8_decode('Responsable') , utf8_decode('Programa') ) ; - - while ($row = Database::fetch_assoc($result)){ - if( $row['responsable'] != 0){ - $row['responsable']= api_get_user_info($row['responsable']); - $row['responsable']= $row['responsable']['firstname'].' '.$row['responsable']['lastname']; - } - $row['sys_insert_datetime'] = api_format_date($row['sys_insert_datetime'],'%d/%m/%y - %I:%M:%S %p'); - $row['sys_lastedit_datetime'] = api_format_date($row['sys_lastedit_datetime'],'%d/%m/%y - %I:%M:%S %p'); - $row['category'] = utf8_decode($row['category']); - $row['programa'] = utf8_decode($row['fullname']); - $row['fullname'] = utf8_decode($row['fullname']); - $row['responsable'] = utf8_decode($row['responsable']); - $tickets[] = $row; - } - return $tickets; - } + //Search simple + if (isset($_GET['submit_simple'])) { + if ($_GET['keyword'] != '') { + $keyword = Database::escape_string(trim($_GET['keyword'])); + $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 '%" . $keyword . "%') "; + } + } + //Search advanced + if (isset($_GET['submit_advanced'])) { + $keyword_category = Database::escape_string( + trim($_GET['keyword_category']) + ); + $keyword_request_user = Database::escape_string( + trim($_GET['keyword_request_user']) + ); + $keyword_admin = Database::escape_string( + trim($_GET['keyword_admin']) + ); + $keyword_start_date_start = Database::escape_string( + trim($_GET['keyword_start_date_start']) + ); + $keyword_start_date_end = Database::escape_string( + trim($_GET['keyword_start_date_end']) + ); + $keyword_status = Database::escape_string( + trim($_GET['keyword_status']) + ); + $keyword_source = Database::escape_string( + trim($_GET['keyword_source']) + ); + $keyword_priority = Database::escape_string( + trim($_GET['keyword_priority']) + ); + $keyword_range = Database::escape_string( + trim($_GET['keyword_dates']) + ); + $keyword_unread = Database::escape_string( + trim($_GET['keyword_unread']) + ); + $keyword_course = Database::escape_string( + trim($_GET['keyword_course']) + ); + + if ($keyword_category != '') { + $sql .= " AND ticket.category_id = '$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' "; + } + if ($keyword_range == '' && $keyword_start_date_start != '') { + $sql .= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') = '$keyword_start_date_start' "; + } + if ($keyword_range == '1' && $keyword_start_date_start != '' && $keyword_start_date_end != '') { + $sql .= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') >= '$keyword_start_date_start' AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') <= '$keyword_start_date_end'"; + } + if ($keyword_priority != '') { + $sql .= " AND ticket.priority_id = '$keyword_priority' "; + } + if ($keyword_source != '') { + $sql .= " AND ticket.source = '$keyword_source' "; + } + if ($keyword_priority != '') { + $sql .= " AND ticket.priority_id = '$keyword_priority' "; + } + if ($keyword_course != '') { + $course_table = Database :: get_main_table(TABLE_MAIN_COURSE); + $sql .= " AND ticket.course_id IN ( "; + $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, $table_main_user user WHERE ticket.ticket_id = message.ticket_id AND message.status = 'NOL' AND message.sys_insert_user_id = user.user_id AND user.status != 1 AND ticket.status_id != 'REE' GROUP BY ticket.ticket_id)"; + } + } + + } + + + //$sql .= " ORDER BY col$column $direction"; + $sql .= " LIMIT $from,$number_of_items"; + + $result = Database::query($sql); + $tickets[0] = array( + utf8_decode('Ticket#'), + utf8_decode('Fecha'), + utf8_decode('Fecha Edicion'), + utf8_decode('Categoria'), + utf8_decode('Usuario'), + utf8_decode('Estado'), + utf8_decode('Mensajes'), + utf8_decode('Responsable'), + utf8_decode('Programa') + ); + + while ($row = Database::fetch_assoc($result)) { + if ($row['responsable'] != 0) { + $row['responsable'] = api_get_user_info($row['responsable']); + $row['responsable'] = $row['responsable']['firstname'] . ' ' . $row['responsable']['lastname']; + } + $row['sys_insert_datetime'] = api_format_date( + $row['sys_insert_datetime'], + '%d/%m/%y - %I:%M:%S %p' + ); + $row['sys_lastedit_datetime'] = api_format_date( + $row['sys_lastedit_datetime'], + '%d/%m/%y - %I:%M:%S %p' + ); + $row['category'] = utf8_decode($row['category']); + $row['programa'] = utf8_decode($row['fullname']); + $row['fullname'] = utf8_decode($row['fullname']); + $row['responsable'] = utf8_decode($row['responsable']); + $tickets[] = $row; + } + return $tickets; + } } + ?> \ No newline at end of file