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Froxlor/lib/classes/ticket/class.ticket.php
Michael Kaufmann (d00p) a791deb656 move customer-tickets to archive if customer gets deleted
2010-01-30 15:30:47 +00:00

715 lines
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<?php
/**
* This file is part of the Froxlor project.
* Copyright (c) 2003-2009 the SysCP Team (see authors).
* Copyright (c) 2010 the Froxlor Team (see authors).
*
* For the full copyright and license information, please view the COPYING
* file that was distributed with this source code. You can also view the
* COPYING file online at http://files.froxlor.org/misc/COPYING.txt
*
* @copyright (c) the authors
* @author Michael Kaufmann <mkaufmann@nutime.de>
* @author Froxlor team <team@froxlor.org> (2010-)
* @license GPLv2 http://files.froxlor.org/misc/COPYING.txt
* @package Logger
* @version $Id$
* @link http://www.nutime.de/
*
* Support Tickets - Tickets-Class
*/
class ticket
{
/**
* Userinfo
* @var array
*/
private $userinfo = array();
/**
* Database handler
* @var db
*/
private $db = false;
/**
* Settings array
* @var settings
*/
private $settings = array();
/**
* Ticket ID
* @var tid
*/
private $tid = - 1;
/**
* Ticket Data Array
* @var t_data
*/
private $t_data = array();
/**
* Ticket-Object-Array
* @var tickets
*/
static private $tickets = array();
/**
* Class constructor.
*
* @param array userinfo
* @param resource database
* @param array settings
* @param int ticket id
*/
private function __construct($userinfo, $db, $settings, $tid = - 1)
{
$this->userinfo = $userinfo;
$this->db = $db;
$this->settings = $settings;
$this->tid = $tid;
// initialize data array
$this->initData();
// read data from database
$this->readData();
}
/**
* Singleton ftw ;-)
*
* @param int ticket id
*/
static public function getInstanceOf($_usernfo, $_db, $_settings, $_tid)
{
if(!isset(self::$tickets[$_tid]))
{
self::$tickets[$_tid] = new ticket($_usernfo, $_db, $_settings, $_tid);
}
return self::$tickets[$_tid];
}
/**
* Initialize data-array
*/
private function initData()
{
$this->Set('customer', 0, true, true);
$this->Set('admin', 1, true, true);
$this->Set('subject', '', true, true);
$this->Set('category', '0', true, true);
$this->Set('priority', '2', true, true);
$this->Set('message', '', true, true);
$this->Set('dt', 0, true, true);
$this->Set('lastchange', 0, true, true);
$this->Set('ip', '', true, true);
$this->Set('status', '0', true, true);
$this->Set('lastreplier', '0', true, true);
$this->Set('by', '0', true, true);
$this->Set('answerto', '0', true, true);
$this->Set('archived', '0', true, true);
}
/**
* Read ticket data from database.
*/
private function readData()
{
if(isset($this->tid)
&& $this->tid != - 1)
{
$_ticket = $this->db->query_first('SELECT * FROM `' . TABLE_PANEL_TICKETS . '` WHERE `id` = "' . $this->tid . '"');
$this->Set('customer', $_ticket['customerid'], true, false);
$this->Set('admin', $_ticket['adminid'], true, false);
$this->Set('subject', $_ticket['subject'], true, false);
$this->Set('category', $_ticket['category'], true, false);
$this->Set('priority', $_ticket['priority'], true, false);
$this->Set('message', $_ticket['message'], true, false);
$this->Set('dt', $_ticket['dt'], true, false);
$this->Set('lastchange', $_ticket['lastchange'], true, false);
$this->Set('ip', $_ticket['ip'], true, false);
$this->Set('status', $_ticket['status'], true, false);
$this->Set('lastreplier', $_ticket['lastreplier'], true, false);
$this->Set('by', $_ticket['by'], true, false);
$this->Set('answerto', $_ticket['answerto'], true, false);
$this->Set('archived', $_ticket['archived'], true, false);
}
}
/**
* Insert data to database
*/
public function Insert()
{
$this->db->query("INSERT INTO `" . TABLE_PANEL_TICKETS . "`
(`customerid`,
`adminid`,
`category`,
`priority`,
`subject`,
`message`,
`dt`,
`lastchange`,
`ip`,
`status`,
`lastreplier`,
`by`,
`answerto`)
VALUES
('" . (int)$this->Get('customer') . "',
'" . (int)$this->Get('admin') . "',
'" . (int)$this->Get('category') . "',
'" . (int)$this->Get('priority') . "',
'" . $this->db->escape($this->Get('subject')) . "',
'" . $this->db->escape($this->Get('message')) . "',
'" . (int)$this->Get('dt') . "',
'" . (int)$this->Get('lastchange') . "',
'" . $this->db->escape($this->Get('ip')) . "',
'" . (int)$this->Get('status') . "',
'" . (int)$this->Get('lastreplier') . "',
'" . (int)$this->Get('by') . "',
'" . (int)$this->Get('answerto') . "');");
$this->tid = $this->db->insert_id();
return true;
}
/**
* Update data in database
*/
public function Update()
{
// Update "main" ticket
$this->db->query('UPDATE `' . TABLE_PANEL_TICKETS . '` SET
`priority` = "' . (int)$this->Get('priority') . '",
`lastchange` = "' . (int)$this->Get('lastchange') . '",
`status` = "' . (int)$this->Get('status') . '",
`lastreplier` = "' . (int)$this->Get('lastreplier') . '"
WHERE `id` = "' . (int)$this->tid . '";');
return true;
}
/**
* Moves a ticket to the archive
*/
public function Archive()
{
// Update "main" ticket
$this->db->query('UPDATE `' . TABLE_PANEL_TICKETS . '` SET `archived` = "1" WHERE `id` = "' . (int)$this->tid . '";');
// Update "answers" to ticket
$this->db->query('UPDATE `' . TABLE_PANEL_TICKETS . '` SET `archived` = "1" WHERE `answerto` = "' . (int)$this->tid . '";');
return true;
}
/**
* Remove ticket from database
*/
public function Delete()
{
// Delete "main" ticket
$this->db->query('DELETE FROM `' . TABLE_PANEL_TICKETS . '` WHERE `id` = "' . (int)$this->tid . '";');
// Delete "answers" to ticket"
$this->db->query('DELETE FROM `' . TABLE_PANEL_TICKETS . '` WHERE `answerto` = "' . (int)$this->tid . '";');
return true;
}
/**
* Mail notifications
*/
public function sendMail($customerid = - 1, $template_subject = null, $default_subject = null, $template_body = null, $default_body = null)
{
global $mail;
// Some checks are to be made here in the future
if($customerid != - 1)
{
// Get e-mail message for customer
$usr = $this->db->query_first('SELECT `name`, `firstname`, `email`
FROM `' . TABLE_PANEL_CUSTOMERS . '`
WHERE `customerid` = "' . (int)$customerid . '"');
$replace_arr = array(
'FIRSTNAME' => $usr['firstname'],
'NAME' => $usr['name'],
'SUBJECT' => $this->Get('subject', true)
);
}
else
{
$replace_arr = array(
'SUBJECT' => $this->Get('subject', true)
);
}
$result = $this->db->query_first('SELECT `value` FROM `' . TABLE_PANEL_TEMPLATES . '`
WHERE `adminid`=\'' . (int)$this->userinfo['adminid'] . '\'
AND `language`=\'' . $this->db->escape($this->userinfo['def_language']) . '\'
AND `templategroup`=\'mails\'
AND `varname`=\'' . $template_subject . '\'');
$mail_subject = html_entity_decode(replace_variables((($result['value'] != '') ? $result['value'] : $default_subject), $replace_arr));
$result = $this->db->query_first('SELECT `value` FROM `' . TABLE_PANEL_TEMPLATES . '`
WHERE `adminid`=\'' . (int)$this->userinfo['adminid'] . '\'
AND `language`=\'' . $this->db->escape($this->userinfo['def_language']) . '\'
AND `templategroup`=\'mails\'
AND `varname`=\'' . $template_body . '\'');
$mail_body = html_entity_decode(replace_variables((($result['value'] != '') ? $result['value'] : $default_body), $replace_arr));
if($customerid != - 1)
{
$mail->From = $this->settings['ticket']['noreply_email'];
$mail->FromName = $this->settings['ticket']['noreply_name'];
$mail->Subject = $mail_subject;
$mail->Body = $mail_body;
$mail->AddAddress($usr['email'], $usr['firstname'] . ' ' . $usr['name']);
if(!$mail->Send())
{
standard_error(array('errorsendingmail', $usr['email']));
}
$mail->ClearAddresses();
}
else
{
$admin = $this->db->query_first("SELECT `email` FROM `" . TABLE_PANEL_ADMINS . "` WHERE `adminid`='" . (int)$this->userinfo['adminid'] . "'");
$mail->From = $this->settings['ticket']['noreply_email'];
$mail->FromName = $this->settings['ticket']['noreply_name'];
$mail->Subject = $mail_subject;
$mail->Body = $mail_body;
$mail->AddAddress($admin['email'], $admin['firstname'] . ' ' . $admin['name']);
if(!$mail->Send())
{
standard_error(array('errorsendingmail', $admin['email']));
}
$mail->ClearAddresses();
}
}
/**
* Add a support-categories
*/
static public function addCategory($_db, $_category = null, $_admin = 1)
{
if($_category != null
&& $_category != '')
{
$_db->query('INSERT INTO `' . TABLE_PANEL_TICKET_CATS . '` (`name`, `adminid`) VALUES ("' . $_db->escape($_category) . '", "' . (int)$_admin . '")');
return true;
}
return false;
}
/**
* Edit a support-categories
*/
static public function editCategory($_db, $_category = null, $_id = 0)
{
if($_category != null
&& $_category != ''
&& $_id != 0)
{
$_db->query('UPDATE `' . TABLE_PANEL_TICKET_CATS . '` SET `name` = "' . $_db->escape($_category) . '"
WHERE `id` = "' . (int)$_id . '"');
return true;
}
return false;
}
/**
* Delete a support-categories
*/
static public function deleteCategory($_db, $_id = 0)
{
if($_id != 0)
{
$result = $_db->query_first('SELECT COUNT(`id`) as `numtickets` FROM `' . TABLE_PANEL_TICKETS . '`
WHERE `category` = "' . (int)$_id . '"');
if($result['numtickets'] == "0")
{
$_db->query('DELETE FROM `' . TABLE_PANEL_TICKET_CATS . '` WHERE `id` = "' . (int)$_id . '"');
return true;
}
else
{
return false;
}
}
return false;
}
/**
* Return a support-category-name
*/
static public function getCategoryName($_db, $_id = 0)
{
if($_id != 0)
{
$category = $_db->query_first('SELECT `name` FROM `' . TABLE_PANEL_TICKET_CATS . '` WHERE `id` = "' . (int)$_id . '"');
return $category['name'];
}
return null;
}
/**
* returns the last x archived tickets
*/
static public function getLastArchived($_db, $_num = 10, $_admin = 1)
{
if($_num > 0)
{
$archived = array();
$counter = 0;
$result = $_db->query('SELECT *,
(SELECT COUNT(`sub`.`id`)
FROM `' . TABLE_PANEL_TICKETS . '` `sub`
WHERE `sub`.`answerto` = `main`.`id`) as `ticket_answers`
FROM `' . TABLE_PANEL_TICKETS . '` `main`
WHERE `main`.`answerto` = "0"
AND `main`.`archived` = "1" AND `main`.`adminid` = "' . (int)$_admin . '"
ORDER BY `main`.`lastchange` DESC LIMIT 0, ' . (int)$_num);
while($row = $_db->fetch_array($result))
{
$archived[$counter]['id'] = $row['id'];
$archived[$counter]['customerid'] = $row['customerid'];
$archived[$counter]['adminid'] = $row['adminid'];
$archived[$counter]['lastreplier'] = $row['lastreplier'];
$archived[$counter]['ticket_answers'] = $row['ticket_answers'];
$archived[$counter]['category'] = $row['category'];
$archived[$counter]['priority'] = $row['priority'];
$archived[$counter]['subject'] = $row['subject'];
$archived[$counter]['message'] = $row['message'];
$archived[$counter]['dt'] = $row['dt'];
$archived[$counter]['lastchange'] = $row['lastchange'];
$archived[$counter]['status'] = $row['status'];
$archived[$counter]['by'] = $row['by'];
$counter++;
}
if(isset($archived[0]['id']))
{
return $archived;
}
else
{
return false;
}
}
}
/**
* Returns a sql-statement to search the archive
*/
static public function getArchiveSearchStatement($subject = NULL, $priority = NULL, $fromdate = NULL, $todate = NULL, $message = NULL, $customer = - 1, $admin = 1, $categories = NULL)
{
$query = 'SELECT `main`.*,
(SELECT COUNT(`sub`.`id`) FROM `' . TABLE_PANEL_TICKETS . '` `sub`
WHERE `sub`.`answerto` = `main`.`id`) as `ticket_answers`
FROM `' . TABLE_PANEL_TICKETS . '` `main`
WHERE `main`.`archived` = "1" AND `main`.`answerto` = "0" AND `main`.`adminid` = "' . (int)$admin . '"';
if($subject != NULL
&& $subject != '')
{
$query.= 'AND `main`.`subject` LIKE "%' . $subject . '%" ';
}
if($priority != NULL
&& isset($priority[0])
&& $priority[0] != '')
{
if(isset($priority[1])
&& $priority[1] != '')
{
if(isset($priority[2])
&& $priority[2] != '')
{
$query.= 'AND (`main`.`priority` = "1"
OR `main`.`priority` = "2"
OR `main`.`priority` = "3") ';
}
else
{
$query.= 'AND (`main`.`priority` = "1"
OR `main`.`priority` = "2") ';
}
}
elseif(isset($priority[2])
&& $priority[2] != '')
{
$query.= 'AND (`main`.`priority` = "1"
OR `main`.`priority` = "3") ';
}
else
{
$query.= 'AND `main`.`priority` = "1" ';
}
}
elseif($priority != NULL
&& isset($priority[1])
&& $priority[1] != '')
{
if(isset($priority[2])
&& $priority[2] != '')
{
$query.= 'AND (`main`.`priority` = "2"
OR `main`.`priority` = "3") ';
}
else
{
$query.= 'AND `main`.`priority` = "2" ';
}
}
elseif($priority != NULL)
{
if(isset($priority[3])
&& $priority[3] != '')
{
$query.= 'AND `main`.`priority` = "3" ';
}
}
if($fromdate != NULL
&& $fromdate > 0)
{
$query.= 'AND `main`.`lastchange` > "' . $fromdate . '" ';
}
if($todate != NULL
&& $todate > 0)
{
$query.= 'AND `main`.`lastchange` < "' . $todate . '" ';
}
if($message != NULL
&& $message != '')
{
$query.= 'AND `main`.`message` LIKE "%' . $message . '%" ';
}
if($customer != - 1)
{
$query.= 'AND `main`.`customerid` = "' . $customer . '" ';
}
if($categories != NULL)
{
if($categories[0] != '')
{
$query.= 'AND (';
}
foreach($categories as $catid)
{
if(isset($catid)
&& $catid > 0)
{
$query.= '`main`.`category` = "' . $catid . '" OR ';
}
}
if($categories[0] != '')
{
$query = substr($query, 0, strlen($query) - 3);
$query.= ') ';
}
}
return $query;
}
/**
* Get statustext by status-no
*/
static public function getStatusText($_lng, $_status = 0)
{
switch($_status)
{
case 0:
return $_lng['ticket']['open'];
break;
case 1:
return $_lng['ticket']['wait_reply'];
break;
case 2:
return $_lng['ticket']['replied'];
break;
default:
return $_lng['ticket']['closed'];
break;
}
}
/**
* Get prioritytext by priority-no
*/
static public function getPriorityText($_lng, $_priority = 0)
{
switch($_priority)
{
case 1:
return $_lng['ticket']['high'];
break;
case 2:
return $_lng['ticket']['normal'];
break;
default:
return $_lng['ticket']['low'];
break;
}
}
private function convertLatin1ToHtml($str)
{
$html_entities = array (
"<EFBFBD>" => "&Auml;",
"<EFBFBD>" => "&auml;",
"<EFBFBD>" => "&Ouml;",
"<EFBFBD>" => "&ouml;",
"<EFBFBD>" => "&Uuml;",
"<EFBFBD>" => "&uuml;",
"<EFBFBD>" => "&szlig;"
/*
* @TODO continue this table for all the special-characters
*/
);
foreach ($html_entities as $key => $value) {
$str = str_replace($key, $value, $str);
}
return $str;
}
/*
* function customerHasTickets
*
* @param object mysql-db-object
* @param int customer-id
*
* @return array/bool array of ticket-ids if customer has any, else false
*/
static public function customerHasTickets($_db = null, $_cid = 0)
{
if($_cid != 0)
{
$result = $_db->query('SELECT `id` FROM `' . TABLE_PANEL_TICKETS . '` WHERE `customer` ="'.(int)$_cid.'"');
$tickets = array();
while($row = $_db->fetch_array($result))
{
$tickets[] = $row['id'];
}
return $tickets;
}
return false;
}
/**
* Get a data-var
*/
public function Get($_var = '', $_vartrusted = false)
{
if($_var != '')
{
if(!$_vartrusted)
{
$_var = htmlspecialchars($_var);
}
if(isset($this->t_data[$_var]))
{
if(strtolower($_var) == 'message')
{
return htmlspecialchars_decode(nl2br($this->t_data[$_var]));
}
else
{
return $this->t_data[$_var];
}
}
else
{
return null;
}
}
}
/**
* Set a data-var
*/
public function Set($_var = '', $_value = '', $_vartrusted = false, $_valuetrusted = false)
{
if($_var != ''
&& $_value != '')
{
if(!$_vartrusted)
{
$_var = htmlspecialchars($_var);
}
if(!$_valuetrusted)
{
$_value = htmlspecialchars($_value);
}
if(strtolower($_var) == 'message' || strtolower($_var) == 'subject')
{
$_value = $this->convertLatin1ToHtml($_value);
}
$this->t_data[$_var] = $_value;
}
}
}
?>
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