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1342 lines
59 KiB
1342 lines
59 KiB
<?php
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/* For licensing terms, see /license.txt */
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/**
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* Declaration of TicketManager class
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* @package chamilo.plugin.ticket
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*/
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/**
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* Class TicketManager
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*
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*/
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class TicketManager
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{
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/**
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* Constructor
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*/
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function __construct()
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{
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}
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/**
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* Get categories of tickets
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* @return array
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*/
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public static function get_all_tickets_categories()
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{
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$table_support_category = Database::get_main_table(
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TABLE_TICKET_CATEGORY
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);
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$table_support_project = Database::get_main_table(
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TABLE_TICKET_PROJECT
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);
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$sql = "SELECT category.*, project.other_area , project.email
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FROM " . $table_support_category . " category," . $table_support_project . " project
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WHERE project.project_id = category.project_id ORDER BY category.total_tickets DESC;";
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$result = Database::query($sql);
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$types = array();
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while ($row = Database::fetch_assoc($result)) {
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$types[] = $row;
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}
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return $types;
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}
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/**
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* Get all possible tickets statuses
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* @return array
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*/
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public static function get_all_tickets_status()
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{
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$table_support_status = Database::get_main_table(TABLE_TICKET_STATUS);
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$sql = "SELECT * FROM " . $table_support_status;
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$result = Database::query($sql);
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$types = array();
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while ($row = Database::fetch_assoc($result)) {
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$types[] = $row;
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}
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return $types;
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}
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/**
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* Inserts a new ticket in the corresponding tables
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* @param $category_id
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* @param $course_id
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* @param $project_id
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* @param $other_area
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* @param $email
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* @param $subject
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* @param $content
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* @param string $personalEmail
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* @param $file_attachments
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* @param string $source
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* @param string $priority
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* @param string $status
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* @param string $request_user
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* @param int $assigned_user
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* @return bool
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*/
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public static function insert_new_ticket(
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$category_id, $course_id, $project_id, $other_area, $email,
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$subject, $content, $personalEmail = "", $file_attachments,
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$source = 'VRT', $priority = 'NRM', $status = '',
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$request_user = '', $assigned_user = 0
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)
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{
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$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
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$table_support_category = Database::get_main_table(
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TABLE_TICKET_CATEGORY
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);
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$course_id = intval($course_id);
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$category_id = intval($category_id);
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$project_id = intval($project_id);
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$subject = Database::escape_string($subject);
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$content = Database::escape_string($content);
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$personalEmail = Database::escape_string($personalEmail);
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$status = Database::escape_string($status);
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$now = api_get_utc_datetime();
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$user_id = api_get_user_id();
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if ($status == '') {
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$status = NEWTCK;
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if ($other_area > 0) {
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$status = REENVIADO;
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}
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}
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if ($request_user == '' && $source == 'VRT') {
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$request_user = $user_id;
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}
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$sql_insert_ticket = "INSERT INTO $table_support_tickets
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(
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project_id,
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category_id,
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priority_id,
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course_id,
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request_user,
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personal_email,
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status_id,
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start_date,
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sys_insert_user_id,
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sys_insert_datetime,
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sys_lastedit_user_id,
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sys_lastedit_datetime,
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source
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) VALUES (
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'$project_id',
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'$category_id',
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'$priority',
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'$course_id',
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'$request_user',
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'$personalEmail',
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'$status',
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'$now',
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$user_id,
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'$now',
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'$user_id',
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'$now',
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'$source'
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)";
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Database::query($sql_insert_ticket);
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$ticket_id = Database::insert_id();
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if ($assigned_user != 0) {
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self::assign_ticket_user($ticket_id, $assigned_user);
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}
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if ($ticket_id != 0) {
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$ticket_code = "A" . str_pad(
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(int) $ticket_id, 11, "0", STR_PAD_LEFT
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);
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$sql_update_code = "UPDATE $table_support_tickets
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SET ticket_code = '$ticket_code'
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WHERE ticket_id = '$ticket_id'";
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Database::query($sql_update_code);
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$data_files = array();
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$sql_update_total = "UPDATE $table_support_category
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SET total_tickets = total_tickets +1
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WHERE category_id = '$category_id';";
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Database::query($sql_update_total);
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if (self::insert_message($ticket_id, $subject, $content, $file_attachments, $request_user)) {
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global $data_files;
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if ($other_area) {
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$user = UserManager::get_user_info_by_id($request_user);
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$helpDeskMessage = '<table>
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<tr>
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<td width="100px"><b>' . get_lang('User') . '</b></td>
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<td width="400px">' . $user['firstname']. ' ' . $user['lastname'] . '</td>
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</tr>
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<tr>
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<td width="100px"><b>' . get_lang('Username') . '</b></td>
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<td width="400px">' . $user['username'] . '</td>
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</tr>
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<tr>
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<td width="100px"><b>' . get_lang('Date') . '</b></td>
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<td width="400px">' . api_convert_and_format_date($now, DATE_TIME_FORMAT_LONG) . '</td>
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</tr>
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<tr>
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<td width="100px"><b>' . get_lang('Topic') . '</b></td>
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<td width="400px">' . $subject . '</td>
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</tr>
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<tr>
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<td width="100px"><b>' . get_lang('Description') . '</b></td>
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<td width="400px">' . $content . '</td>
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</tr>
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</table>';
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api_mail_html(
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'Soporte virtual', $email, "[SOPORTE] Incidente Reenviado de Soporte Virtual", $helpDeskMessage, $user['firstname'] . ' ' . $user['lastname'], $personalEmail, array('cc' => 'soportevirtual@usil.edu.pe'), $data_files
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);
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$studentMessage = '<p>Su consulta fue reenviada al area responsable : <a href="mailto:' . $email . '">' . $email . '</a></p>';
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$studentMessage .= '<p>La respuesta a su consulta será enviada al correo : <a href="#">' . $personalEmail . '</a></p>';
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self::insert_message(
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$ticket_id, get_lang('MessageResent'), $studentMessage, null, 1
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);
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}
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return true;
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} else {
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return false;
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}
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} else {
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return false;
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}
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}
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/**
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* @param $ticket_id
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* @param $user_id
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*/
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public static function assign_ticket_user($ticket_id, $user_id)
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{
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global $plugin;
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$ticket_id = intval($ticket_id);
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$user_id = intval($user_id);
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$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
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$table_support_assigned_log = Database::get_main_table(TABLE_TICKET_ASSIGNED_LOG);
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$now = api_get_utc_datetime();
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$sql_update = "UPDATE $table_support_tickets
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SET assigned_last_user = '$user_id'
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WHERE ticket_id = '$ticket_id'";
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Database::query($sql_update);
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if (Database::affected_rows() > 0) {
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$insert_id = api_get_user_id();
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$sql = "INSERT INTO $table_support_assigned_log (
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ticket_id,
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user_id,
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assigned_date,
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sys_insert_user_id
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) VALUES (
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'$ticket_id',
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'$user_id',
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'$now',
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'$insert_id'
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);";
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Database::query($sql);
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if ($insert_id != $user_id) {
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$info = api_get_user_info($user_id);
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$sender = api_get_user_info($insert_id);
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$href = api_get_path(WEB_PLUGIN_PATH) . PLUGIN_NAME . '/src/ticket_details.php?ticket_id=' . $ticket_id;
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$message = sprintf($plugin->get_lang('TicketAssignedMsg'), $info['complete_name'], $href, $ticket_id);
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$mailTitle = sprintf($plugin->get_lang('TicketAssignX'), $ticket_id);
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api_mail_html(
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$info['complete_name'], $info['mail'], $mailTitle, $message, null, // sender name
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null, // sender e-mail
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array('cc' => $sender['email']) // should be support e-mail (platform admin) here
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);
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}
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}
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}
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/**
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* @param $ticket_id
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* @param $subject
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* @param $content
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* @param $file_attachments
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* @param $user_id
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* @param string $status
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* @param bool $sendConfirmation
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* @return bool
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*/
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public static function insert_message(
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$ticket_id, $subject, $content, $file_attachments, $user_id, $status = 'NOL', $sendConfirmation = false
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)
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{
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global $data_files;
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$ticket_id = intval($ticket_id);
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$subject = Database::escape_string($subject);
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$content = Database::escape_string($content);
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$user_id = intval($user_id);
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$status = Database::escape_string($status);
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$table_support_messages = Database::get_main_table(
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TABLE_TICKET_MESSAGE
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);
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$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
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$table_support_message_attachments = Database::get_main_table(TABLE_TICKET_MESSAGE_ATTACHMENTS);
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if ($sendConfirmation) {
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$form = '<form action="ticket_details.php?ticket_id=' . $ticket_id . '" id="confirmticket" method="POST" >
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<p>' . get_lang('TicketWasThisAnswerSatisfying') . '</p>
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<input id="responseyes" type="submit" value="' . get_lang('Yes') . '" name="response" />
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<input id="responseno" type="submit" value="' . get_lang('No') . '" name="response" />
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</form>';
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$content .= $form;
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Database::query(
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"UPDATE $table_support_tickets SET status_id='XCF' WHERE ticket_id = '$ticket_id'"
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);
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}
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$sql_message_id = "SELECT COUNT(*) as total_messages
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FROM $table_support_messages
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WHERE ticket_id ='$ticket_id'";
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$result = Database::query($sql_message_id);
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$obj = Database::fetch_object($result);
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$message_id = $obj->total_messages + 1;
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$now = api_get_utc_datetime();
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$sql_insert_message = "INSERT INTO $table_support_messages (
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ticket_id,
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message_id,
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subject,
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message,
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ip_address,
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sys_insert_user_id,
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sys_insert_datetime,
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sys_lastedit_user_id,
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sys_lastedit_datetime,
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status
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) VALUES (
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'$ticket_id',
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'$message_id',
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'$subject',
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'$content',
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'" . Database::escape_string($_SERVER['REMOTE_ADDR']) . "',
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'$user_id',
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'" . $now . "',
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'$user_id',
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'" . $now . "',
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'$status'
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)";
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Database::query($sql_insert_message);
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$sql_update_total_message = "UPDATE $table_support_tickets
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SET sys_lastedit_user_id ='$user_id',
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sys_lastedit_datetime ='$now',
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total_messages = (
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SELECT COUNT(*) as total_messages
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FROM $table_support_messages
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WHERE ticket_id ='$ticket_id'
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) WHERE ticket_id ='$ticket_id' ";
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Database::query($sql_update_total_message);
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$sql_message_att_id = "SELECT COUNT(*) as total_attach
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FROM $table_support_message_attachments
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WHERE ticket_id ='$ticket_id' AND message_id = '$message_id'";
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$result = Database::query($sql_message_att_id);
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$obj = Database::fetch_object($result);
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$message_attch_id = $obj->total_attach + 1;
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if (is_array($file_attachments)) {
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foreach ($file_attachments as $file_attach) {
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if ($file_attach['error'] == 0) {
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$data_files[] = self::save_message_attachment_file(
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$file_attach, $ticket_id, $message_id, $message_attch_id
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);
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$message_attch_id++;
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} else {
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if ($file_attach['error'] != UPLOAD_ERR_NO_FILE) {
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return false;
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}
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}
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}
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}
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return true;
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}
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/**
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* @param $file_attach
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* @param $ticket_id
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* @param $message_id
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* @param $message_attch_id
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* @return array
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*/
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public static function save_message_attachment_file(
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$file_attach, $ticket_id, $message_id, $message_attch_id
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)
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{
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$now = api_get_utc_datetime();
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$user_id = api_get_user_id();
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$ticket_id = intval($ticket_id);
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$new_file_name = add_ext_on_mime(
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stripslashes($file_attach['name']), $file_attach['type']
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);
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$file_name = $file_attach['name'];
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$table_support_message_attachments = Database::get_main_table(
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TABLE_TICKET_MESSAGE_ATTACHMENTS
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);
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if (!filter_extension($new_file_name)) {
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Display :: display_error_message(
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get_lang('UplUnableToSaveFileFilteredExtension')
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);
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} else {
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$new_file_name = uniqid('');
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$path_attachment = api_get_path(SYS_ARCHIVE_PATH);
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$path_message_attach = $path_attachment . 'plugin_ticket_messageattch/';
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if (!file_exists($path_message_attach)) {
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@mkdir(
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$path_message_attach, api_get_permissions_for_new_directories(), true
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);
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}
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$new_path = $path_message_attach . $new_file_name;
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if (is_uploaded_file($file_attach['tmp_name'])) {
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$result = @copy($file_attach['tmp_name'], $new_path);
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}
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$safe_file_name = Database::escape_string($file_name);
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$safe_new_file_name = Database::escape_string($new_file_name);
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$sql = "INSERT INTO $table_support_message_attachments (
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filename,
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path,
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ticket_id,
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message_id,
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message_attch_id,
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size,
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sys_insert_user_id,
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sys_insert_datetime,
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sys_lastedit_user_id,
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sys_lastedit_datetime
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) VALUES (
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'$safe_file_name',
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'$safe_new_file_name',
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'$ticket_id',
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'$message_id',
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'$message_attch_id',
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'" . $file_attach['size'] . "',
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'$user_id',
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'$now',
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'$user_id',
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'$now'
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)";
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$result = Database::query($sql);
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return array(
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'path' => $path_message_attach . $safe_new_file_name,
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'filename' => $safe_file_name
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);
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}
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}
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|
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/**
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* @param $from
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* @param $number_of_items
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* @param $column
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* @param $direction
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* @param null $user_id
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* @return array
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*/
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public static function get_tickets_by_user_id(
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$from, $number_of_items, $column, $direction, $user_id = null
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)
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{
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$table_support_category = Database::get_main_table(
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TABLE_TICKET_CATEGORY
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);
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$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
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$table_support_priority = Database::get_main_table(
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TABLE_TICKET_PRIORITY
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);
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$table_support_status = Database::get_main_table(TABLE_TICKET_STATUS);
|
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$table_support_messages = Database::get_main_table(
|
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TABLE_TICKET_MESSAGE
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);
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$table_main_user = Database::get_main_table(TABLE_MAIN_USER);
|
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$table_main_admin = Database::get_main_table(TABLE_MAIN_ADMIN);
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if (is_null($direction)) {
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$direction = "DESC";
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}
|
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if (is_null($user_id) || $user_id == 0) {
|
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$user_id = api_get_user_id();
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}
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$isAdmin = UserManager::is_admin($user_id);
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$sql = "SELECT ticket.*,
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ticket.ticket_id AS col0,
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ticket.start_date AS col1,
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ticket.sys_lastedit_datetime AS col2,
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cat.name AS col3,
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user.username AS col4,
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priority.priority AS col5,
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priority.priority AS col6,
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status.name AS col7,
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ticket.total_messages AS col8,
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msg.message AS col9,
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ticket.request_user AS user_id,
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ticket.assigned_last_user AS responsable
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FROM $table_support_tickets ticket,
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$table_support_category cat,
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$table_support_priority priority,
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$table_support_status status,
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$table_main_user user,
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$table_support_messages msg
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WHERE cat.category_id = ticket.category_id
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AND ticket.priority_id = priority.priority_id
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AND ticket.status_id = status.status_id
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AND user.user_id = ticket.request_user
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AND ticket.ticket_id= msg.ticket_id AND message_id=1 ";
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if (!$isAdmin) {
|
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$sql .= " AND request_user = '$user_id' ";
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}
|
|
$keyword_unread = Database::escape_string(
|
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trim($_GET['keyword_unread'])
|
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);
|
|
//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']);
|
|
$hrefUser = api_get_path(WEB_PATH) . 'main/admin/user_information.php?user_id=' . $row['user_id'];
|
|
$name = "<a href='$hrefUser'> {$userInfo['complete_name']} </a>";
|
|
$actions = "";
|
|
|
|
if ($row['responsable'] != 0) {
|
|
$hrefResp = api_get_path(WEB_PATH) . 'main/admin/user_information.php?user_id=' . $row['responsable']['user_id'];
|
|
$completRespName = api_get_person_name($row['responsable']['firstname'], $row['responsable']['lastname']);
|
|
$row['responsable'] = api_get_user_info($row['responsable']);
|
|
$row['responsable'] = "<a href='$hrefResp'> {$completRespName} </a>";
|
|
} else {
|
|
if ($row['status_id'] != 'REE') {
|
|
$row['responsable'] = '<span style="color:#ff0000;">' . get_lang('ToBeAssigned') . '</span>';
|
|
} else {
|
|
$row['responsable'] = '<span style="color:#00ff00;">' . get_lang('MessageResent') . '</span>';
|
|
}
|
|
}
|
|
switch ($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 .= '<a href="ticket_details.php?ticket_id=' . $row['col0'] . '">' . Display::return_icon(
|
|
'synthese_view.gif', get_lang('Info')
|
|
) . '</a> ';
|
|
if ($row['priority_id'] == 'ALT' && $row['status_id'] != 'CLS') {
|
|
$actions .= '<img src="' . api_get_path(WEB_CODE_PATH) . 'img/exclamation.png" border="0" />';
|
|
}
|
|
$row['col0'] = Display::return_icon(
|
|
$img_source, get_lang('Info')
|
|
) . '<a href="ticket_details.php?ticket_id=' . $row['col0'] . '">' . $row['ticket_code'] . '</a>';
|
|
if ($row['col7'] == 'PENDIENTE') {
|
|
$row['col7'] = '<span style="color: #f00; font-weight:bold;">' . $row['col7'] . '</span>';
|
|
}
|
|
//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 .= '<a href="ticket_details.php?ticket_id=' . $row['col0'] . '">' . Display::return_icon(
|
|
'synthese_view.gif', get_lang('Info')
|
|
) . '</a> ';
|
|
$row['col0'] = Display::return_icon(
|
|
$img_source, get_lang('Info')
|
|
) . '<a href="ticket_details.php?ticket_id=' . $row['col0'] . '">' . $row['ticket_code'] . '</a>';
|
|
$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 .= '<a href="myticket.php?ticket_id=' . $row['ticket_id'] . '&action=alert"><img src="../../../main/img/exclamation.png" border="0" /></a>';
|
|
}
|
|
if ($row['priority_id'] == 'ALT') {
|
|
$actions .= '<img src="' . api_get_path(WEB_CODE_PATH) . 'img/admin_star.png" border="0" />';
|
|
}
|
|
$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 . ')<a href="ticket_details.php?ticket_id=' . $row['ticket_id'] . '"><img src="../../../main/img/message_new.png" border="0" title="' . $unread . ' ' . get_lang('Messages') . '"/></a>';
|
|
}
|
|
if ($isAdmin) {
|
|
$ticket['0'] .= ' <a href="javascript:void(0)" onclick="load_history_ticket(\'div_' . $row['ticket_id'] . '\',' . $row['ticket_id'] . ')">
|
|
<img onclick="load_course_list(\'div_' . $row['ticket_id'] . '\',' . $row['ticket_id'] . ')" onmouseover="clear_course_list (\'div_' . $row['ticket_id'] . '\')" src="../../../main/img/history.gif" title="' . get_lang(
|
|
'Historial'
|
|
) . '" alt="' . get_lang('Historial') . '"/>
|
|
<div class="blackboard_hide" id="div_' . $row['ticket_id'] . '"> </div>
|
|
</a> ';
|
|
}
|
|
$tickets[] = $ticket;
|
|
}
|
|
|
|
return $tickets;
|
|
}
|
|
|
|
/**
|
|
* @param null $user_id
|
|
* @return mixed
|
|
*/
|
|
public static function get_total_tickets_by_user_id($user_id = null)
|
|
{
|
|
$user_id = intval($user_id);
|
|
$table_support_category = Database::get_main_table(
|
|
TABLE_TICKET_CATEGORY
|
|
);
|
|
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
|
|
$table_support_priority = Database::get_main_table(
|
|
TABLE_TICKET_PRIORITY
|
|
);
|
|
$table_support_status = Database::get_main_table(TABLE_TICKET_STATUS);
|
|
$table_support_messages = Database::get_main_table(
|
|
TABLE_TICKET_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 ,
|
|
$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 ( ";
|
|
$sql .= "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 ( ";
|
|
$sql .= " 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;
|
|
}
|
|
|
|
/**
|
|
* @param $ticket_id
|
|
* @param $user_id
|
|
* @return array
|
|
*/
|
|
public static function get_ticket_detail_by_id($ticket_id, $user_id)
|
|
{
|
|
$table_support_category = Database::get_main_table(
|
|
TABLE_TICKET_CATEGORY
|
|
);
|
|
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
|
|
$table_support_priority = Database::get_main_table(
|
|
TABLE_TICKET_PRIORITY
|
|
);
|
|
$table_support_status = Database::get_main_table(TABLE_TICKET_STATUS);
|
|
$table_support_messages = Database::get_main_table(
|
|
TABLE_TICKET_MESSAGE
|
|
);
|
|
$table_support_message_attachments = Database::get_main_table(
|
|
TABLE_TICKET_MESSAGE_ATTACHMENTS
|
|
);
|
|
$table_main_user = Database::get_main_table(TABLE_MAIN_USER);
|
|
|
|
$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'] = '<a href="' . api_get_path(
|
|
WEB_COURSE_PATH
|
|
) . $course['path'] . '">' . $course['name'] . '</a>';
|
|
}
|
|
$userInfo = api_get_user_info($row['request_user']);
|
|
$row['user_url'] = '<a href="' . api_get_path(
|
|
WEB_PATH
|
|
) . 'main/admin/user_information.php?user_id=' . $row['request_user'] . '">' . api_get_person_name(
|
|
$userInfo['firstname'], $userInfo['lastname']
|
|
) . '</a>';
|
|
$ticket['usuario'] = $userInfo;
|
|
$ticket['ticket'] = $row;
|
|
}
|
|
$sql = "SELECT * FROM $table_support_messages message,
|
|
$table_main_user user
|
|
WHERE message.ticket_id = '$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;
|
|
$completeName = api_get_person_name($row['firstname'], $row['lastname']);
|
|
$href = api_get_path(WEB_PATH) . 'main/admin/user_information.php?user_id=' . $row['user_id'];
|
|
//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;
|
|
}
|
|
|
|
$message['user_created'] = "<a href='$href'> $completeName </a>";
|
|
$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 . '/src/download.php?ticket_id=' . $ticket_id . '&file=';
|
|
$row2['attachment_link'] = $attach_icon . ' <a href="' . $archiveURL . $row2['path'] . '&title=' . $row2['filename'] . '">' . $row2['filename'] . '</a> (' . $row2['size'] . ')';
|
|
$message['atachments'][] = $row2;
|
|
}
|
|
$ticket['messages'][] = $message;
|
|
}
|
|
}
|
|
|
|
return $ticket;
|
|
}
|
|
|
|
/**
|
|
* @param $ticket_id
|
|
* @param $user_id
|
|
* @return bool
|
|
*/
|
|
public static function update_message_status($ticket_id, $user_id)
|
|
{
|
|
$table_support_messages = Database::get_main_table(
|
|
TABLE_TICKET_MESSAGE
|
|
);
|
|
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
|
|
$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 $table_support_tickets SET status_id = 'PND'
|
|
WHERE ticket_id ='$ticket_id' AND status_id = 'NAT'"
|
|
);
|
|
return true;
|
|
} else {
|
|
return false;
|
|
}
|
|
}
|
|
|
|
/**
|
|
* @param $status_id
|
|
* @param $ticket_id
|
|
* @param $user_id
|
|
* @return bool
|
|
*/
|
|
public static function update_ticket_status(
|
|
$status_id, $ticket_id, $user_id
|
|
)
|
|
{
|
|
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
|
|
$table_support_messages = Database::get_main_table(
|
|
TABLE_TICKET_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;
|
|
}
|
|
}
|
|
|
|
/**
|
|
* @return mixed
|
|
*/
|
|
public static function get_number_of_messages()
|
|
{
|
|
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
|
|
$table_support_messages = Database::get_main_table(
|
|
TABLE_TICKET_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;
|
|
}
|
|
|
|
/**
|
|
* @param $ticket_id
|
|
* @param $user_id
|
|
*/
|
|
public static function send_alert($ticket_id, $user_id)
|
|
{
|
|
$table_support_tickets = Database::get_main_table(TABLE_TICKET_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);
|
|
}
|
|
|
|
/**
|
|
* @param $ticket_id
|
|
* @param $user_id
|
|
*/
|
|
public static function close_ticket($ticket_id, $user_id)
|
|
{
|
|
$table_support_tickets = Database::get_main_table(TABLE_TICKET_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_TICKET_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);
|
|
}
|
|
|
|
/**
|
|
* @param $ticket_id
|
|
* @return array
|
|
*/
|
|
public static function get_assign_log($ticket_id)
|
|
{
|
|
$table_support_assigned_log = Database::get_main_table(
|
|
TABLE_TICKET_ASSIGNED_LOG
|
|
);
|
|
$sql = "SELECT log.* FROM " . TABLE_TICKET_ASSIGNED_LOG . " log WHERE log.ticket_id = '$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) ? ('<a href="' . api_get_path(
|
|
WEB_PATH
|
|
) . 'main/admin/user_information.php?user_id=' . $row['user_id'] . '" target="_blank">' . $assignuser['username'] . '</a>') : get_lang(
|
|
'Unassign'
|
|
);
|
|
$row['insertuser'] = '<a href="' . api_get_path(
|
|
WEB_PATH
|
|
) . 'main/admin/user_information.php?user_id=' . $row['sys_insert_user_id'] . '" target="_blank">' . $insertuser['username'] . '</a>';
|
|
$history[] = $row;
|
|
}
|
|
return $history;
|
|
}
|
|
|
|
/**
|
|
* @param $from
|
|
* @param $number_of_items
|
|
* @param $column
|
|
* @param $direction
|
|
* @param null $user_id
|
|
* @return array
|
|
*/
|
|
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_TICKET_CATEGORY
|
|
);
|
|
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
|
|
$table_support_priority = Database::get_main_table(
|
|
TABLE_TICKET_PRIORITY
|
|
);
|
|
$table_support_status = Database::get_main_table(TABLE_TICKET_STATUS);
|
|
$table_support_messages = Database::get_main_table(
|
|
TABLE_TICKET_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;
|
|
}
|
|
|
|
}
|
|
|