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chamilo-lms
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chamilo-lms/plugin/ticket/s/ticket.class.php

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<?php
class TicketManager {
function TicketManager(){
}
public static function get_all_tickets_categories(){
$table_support_category = Database::get_main_table(TABLE_SUPPORT_CATEGORY);
$table_support_project = Database::get_main_table(TABLE_SUPPORT_PROJECT);
$sql = "SELECT category.*, project.other_area , project.email FROM ".$table_support_category." category,".$table_support_project." project WHERE project.project_id = category.project_id ORDER BY category.total_tickets DESC;";
$result = Database::query($sql);
$types = array();
while ($row = Database::fetch_assoc($result)) {
$types[]=$row;
}
return $types;
}
public static function get_all_tickets_status(){
$table_support_status = Database::get_main_table(TABLE_SUPPORT_STATUS);
$sql = "SELECT * FROM ".$table_support_status;
$result = Database::query($sql);
$types = array();
while ($row = Database::fetch_assoc($result)) {
$types[]=$row;
}
return $types;
}
public static function insert_new_ticket($category_id, $course_id,$project_id,$other_area, $email,$subject, $content,$personalemail="",$file_attachments,$source='VRT',$priority='NRM',$status='',$request_user ='',$assigned_user=0){
$table_support_tickets = Database::get_main_table(TABLE_SUPPORT_TICKET);
$table_support_category = Database::get_main_table(TABLE_SUPPORT_CATEGORY);
$now = api_get_utc_datetime();
$user_id = api_get_user_id();
if($status == ''){
$status = NEWTCK;
if($other_area > 0){
$status = REENVIADO;
}
}
if($request_user == ''&& $source == 'VRT'){
$request_user = $user_id;
}
$course_id = intval($course_id);
$sql_insert_ticket= "INSERT INTO ".$table_support_tickets." (project_id,category_id,priority_id,course_id, request_user, personal_email ,status_id, start_date,sys_insert_user_id,sys_insert_datetime,sys_lastedit_user_id,sys_lastedit_datetime,source)
VALUES ('$project_id','$category_id','$priority','$course_id','$request_user','$personalemail','$status','".$now."',$user_id,'".$now."','$user_id','".$now."','$source')";
$result = Database::query($sql_insert_ticket);
$ticket_id = Database::insert_id();
if ( $assigned_user!= 0){
self::assign_ticket_user($ticket_id, $assigned_user);
}
if($ticket_id != 0){
$ticket_code ="A".str_pad((int) $ticket_id,11,"0",STR_PAD_LEFT);
$sql_update_code = "UPDATE ".$table_support_tickets." SET ticket_code = '$ticket_code' WHERE ticket_id = '$ticket_id'";
Database::query($sql_update_code);
$data_files = array();
$sql_update_total = "UPDATE ".$table_support_category." SET total_tickets = total_tickets +1 WHERE category_id = '$category_id';";
Database::query($sql_update_total);
if(self::insert_message($ticket_id, $subject, $content,$file_attachments, $request_user)){
global $data_files;
if($other_area){
$user = UserManager::get_user_info_by_id($request_user);
$mensaje_helpdesk = '<table>
<tr>
<td width="100px"><b>Cliente:</b></td>
<td width="400px">'.$user['firstname'].' '.$user['lastname'].'</td>
</tr>
<tr>
<td width="100px"><b>Usuario:</b></td>
<td width="400px">'.$user['username'].'</td>
</tr>
<tr>
<td width="100px"><b>Fecha:</b></td>
<td width="400px">'.api_convert_and_format_date($now, DATE_TIME_FORMAT_LONG).'</td>
</tr>
<tr>
<td width="100px"><b>Asunto:</b></td>
<td width="400px">'.$subject.'</td>
</tr>
<tr>
<td width="100px"><b>Descripci&oacute;n:</b></td>
<td width="400px">'.$content.'</td>
</tr>
</table>';
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);
$mensaje_alumno ='<p>Su consulta fue reenviada al area responsable : <a href="mailto:'.$email.'">'.$email.'</a></p>';
$mensaje_alumno .='<p>La respuesta a su consulta ser&aacute; enviada al correo : <a href="#">'.$personalemail.'</a></p>';
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){
$formulario = '<form action="ticket_details.php?ticket_id='.$ticket_id.'" id="confirmticket" method="POST" >
<p>Esta respuesta le result&oacute; satisfactoria</p>
<input id="respuestasi" type="submit" value="si" name="respuesta" />
<input id="respuestano" type="submit" value="no" name="respuesta" />
</form>';
$content.=$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']);
$name = '<a href="'.api_get_path(WEB_PATH).'main/admin/user_information.php?user_id='.$row['user_id'].'">'.api_get_person_name($userinfo['firstname'], $userinfo['lastname']).'</a>';
$actions = "";
/*if($row['status_id']!='CLS' && $row['status_id']!='REE'){
if( $row['responsable'] != 0 && $row['responsable'] == $user_id ){
$actions = '<a href="myticket.php?ticket_id='.$row['ticket_id'].'&amp;action=unassign" title="desasignarme"><img src="../../../main/img/admin_star.png" border="0" /></a>';
}else{
$actions = '<a href="myticket.php?ticket_id='.$row['ticket_id'].'&amp;action=assign" title="asignarme"><img src="../../../main/img/admin_star_na.png" border="0" /></a>';
}
}*/
if( $row['responsable'] != 0){
$row['responsable']= api_get_user_info($row['responsable']);
$row['responsable']= '<a href="'.api_get_path(WEB_PATH).'main/admin/user_information.php?user_id='.$row['responsable']['user_id'].'">'.$row['responsable']['firstname'].' '.$row['responsable']['lastname'].'</a>';
}else if($row['status_id']!='REE'){
$row['responsable'] = '<span style="color:#ff0000;">Por Asignar</span>';
}else{
$row['responsable'] = '<span style="color:#00ff00;">REENVIADO</span>';
}
switch ($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>&nbsp;&nbsp;';
if($row['priority_id']=='ALT' && $row['status_id']!='CLS') $actions .= '<img src="../../../main/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>&nbsp;&nbsp;';
$row['col0'] =Display::return_icon($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'].'&amp;action=alert"><img src="../../../main/img/exclamation.png" border="0" /></a>';
}
if($row['priority_id']=='ALT') $actions .= '<img src="../../../main/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'].'&nbsp;&nbsp;('.$unread.')<a href="ticket_details.php?ticket_id='.$row['ticket_id'].'"><img src="../../../main/img/message_new.png" border="0" title="'.$unread.' Nuevo(s) Mensajes"/></a>';
}
if ($isAdmin)
$ticket['0'].= '&nbsp;&nbsp;<a href="javascript:void(0)" onclick="load_history_ticket(\'div_'.$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'].'">&nbsp;&nbsp;</div>
</a>&nbsp;&nbsp;';
$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']);
$row['course_url'] = '<a href="'.api_get_path(WEB_COURSE_PATH).$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, ".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;
}
$message['user_created']= '<a href="'.api_get_path(WEB_PATH).'main/admin/user_information.php?user_id='.$row['user_id'].'">'.$row['firstname'].' '.$row['lastname'].'</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.'/s/download.php?ticket_id='.$ticket_id.'&file=';
$row2['attachment_link']= $attach_icon.'&nbsp;<a href="'.$archiveURL.$row2['path'].'&title='.$row2['filename'].'">'.$row2['filename'].'</a>&nbsp;('.$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);
$mensaje = '<p>Estimado(a):</p><p>'.$info['firstname']." ".$info['lastname']."</p>
<p>Te asignaron el ticket $ticket_id ".'<a href="'.api_get_path(WEB_PLUGIN_PATH).PLUGIN_NAME.'/s/ticket_details.php?ticket_id='.$ticket_id.'">Ticket</a></p>
<p>Centro de Educaci&oacute;n Virtual</p>';
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)?('<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 $history;
}
public static function export_tickets_by_user_id($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;
}
}
?>