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 = ''; $content.=$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'].= '

'; $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 , ".$table_support_status." status WHERE ticket.ticket_id = '$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, ".$table_support_status ." status , ".Database::get_main_table(TABLE_MAIN_USER)." user WHERE cat.category_id = ticket.category_id AND ticket.priority_id = priority.priority_id AND ticket.status_id = status.status_id AND user.user_id = ticket.request_user "; //Search simple if(isset($_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; } } ?>