784 lines
20 KiB
PHP
784 lines
20 KiB
PHP
<?php
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/**
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* This file is part of the Froxlor project.
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* Copyright (c) 2003-2009 the SysCP Team (see authors).
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* Copyright (c) 2010 the Froxlor Team (see authors).
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*
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* For the full copyright and license information, please view the COPYING
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* file that was distributed with this source code. You can also view the
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* COPYING file online at http://files.froxlor.org/misc/COPYING.txt
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*
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* @copyright (c) the authors
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* @author Michael Kaufmann <mkaufmann@nutime.de>
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* @author Froxlor team <team@froxlor.org> (2010-)
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* @license GPLv2 http://files.froxlor.org/misc/COPYING.txt
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* @package Logger
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*
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* @link http://www.nutime.de/
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*
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* Support Tickets - Tickets-Class
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*/
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class ticket {
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/**
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* Userinfo
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* @var array
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*/
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private $userinfo = array();
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/**
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* Ticket ID
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* @var tid
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*/
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private $tid = - 1;
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/**
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* Ticket Data Array
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* @var t_data
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*/
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private $t_data = array();
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/**
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* Ticket-Object-Array
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* @var tickets
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*/
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static private $tickets = array();
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/**
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* Class constructor.
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*
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* @param array userinfo
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* @param int ticket id
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*/
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private function __construct($userinfo, $tid = - 1) {
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$this->userinfo = $userinfo;
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$this->tid = $tid;
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// initialize data array
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$this->initData();
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// read data from database
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$this->readData();
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}
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/**
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* Singleton ftw ;-)
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*
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* @param array userinfo
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* @param int ticket id
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*/
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static public function getInstanceOf($_usernfo, $_tid) {
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if (!isset(self::$tickets[$_tid])) {
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self::$tickets[$_tid] = new ticket($_usernfo, $_tid);
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}
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return self::$tickets[$_tid];
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}
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/**
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* Initialize data-array
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*/
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private function initData() {
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$this->Set('customer', 0, true, true);
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$this->Set('admin', 1, true, true);
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$this->Set('subject', '', true, true);
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$this->Set('category', '0', true, true);
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$this->Set('priority', '2', true, true);
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$this->Set('message', '', true, true);
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$this->Set('dt', 0, true, true);
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$this->Set('lastchange', 0, true, true);
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$this->Set('ip', '', true, true);
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$this->Set('status', '0', true, true);
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$this->Set('lastreplier', '0', true, true);
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$this->Set('by', '0', true, true);
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$this->Set('answerto', '0', true, true);
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$this->Set('archived', '0', true, true);
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}
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/**
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* Read ticket data from database.
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*/
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private function readData() {
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if (isset($this->tid)
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&& $this->tid != - 1
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) {
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$_ticket_stmt = Database::prepare('
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SELECT * FROM `' . TABLE_PANEL_TICKETS . '` WHERE `id` = :tid'
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);
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$_ticket = Database::pexecute_first($_ticket_stmt, array('tid' => $this->tid));
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$this->Set('customer', $_ticket['customerid'], true, false);
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$this->Set('admin', $_ticket['adminid'], true, false);
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$this->Set('subject', $_ticket['subject'], true, false);
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$this->Set('category', $_ticket['category'], true, false);
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$this->Set('priority', $_ticket['priority'], true, false);
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$this->Set('message', $_ticket['message'], true, false);
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$this->Set('dt', $_ticket['dt'], true, false);
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$this->Set('lastchange', $_ticket['lastchange'], true, false);
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$this->Set('ip', $_ticket['ip'], true, false);
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$this->Set('status', $_ticket['status'], true, false);
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$this->Set('lastreplier', $_ticket['lastreplier'], true, false);
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$this->Set('by', $_ticket['by'], true, false);
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$this->Set('answerto', $_ticket['answerto'], true, false);
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$this->Set('archived', $_ticket['archived'], true, false);
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}
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}
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/**
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* Insert data to database
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*/
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public function Insert() {
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$ins_stmt = Database::prepare("
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INSERT INTO `" . TABLE_PANEL_TICKETS . "` SET
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`customerid` = :customerid,
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`adminid` = :adminid,
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`category` = :category,
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`priority` = :priority,
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`subject` = :subject,
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`message` = :message,
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`dt` = :dt,
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`lastchange` = :lastchange,
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`ip` = :ip,
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`status` = :status,
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`lastreplier` = :lastreplier,
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`by` = :by,
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`answerto` = :answerto"
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);
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$ins_data = array(
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'customerid' => $this->Get('customer'),
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'adminid' => $this->Get('admin'),
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'category' => $this->Get('category'),
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'priority' => $this->Get('priority'),
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'subject' => $this->Get('subject'),
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'message' => $this->Get('message'),
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'dt' => time(),
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'lastchange' => time(),
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'ip' => $this->Get('ip'),
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'status' => $this->Get('status'),
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'lastreplier' => $this->Get('lastreplier'),
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'by' => $this->Get('by'),
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'answerto' => $this->Get('answerto')
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);
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Database::pexecute($ins_stmt, $ins_data);
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$this->tid = Database::lastInsertId();
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return true;
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}
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/**
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* Update data in database
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*/
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public function Update() {
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// Update "main" ticket
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$upd_stmt = Database::prepare('
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UPDATE `' . TABLE_PANEL_TICKETS . '` SET
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`priority` = :priority,
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`lastchange` = :lastchange,
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`status` = :status,
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`lastreplier` = :lastreplier
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WHERE `id` = :tid'
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);
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$upd_data = array(
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'priority' => $this->Get('priority'),
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'lastchange' => $this->Get('lastchange'),
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'status' => $this->Get('status'),
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'lastreplier' => $this->Get('lastreplier'),
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'tid' => $this->tid
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);
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Database::pexecute($upd_stmt, $upd_data);
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return true;
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}
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/**
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* Moves a ticket to the archive
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*/
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public function Archive() {
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// Update "main" ticket
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$upd_stmt = Database::prepare('
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UPDATE `' . TABLE_PANEL_TICKETS . '` SET `archived` = "1" WHERE `id` = :tid'
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);
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Database::pexecute($upd_stmt, array('tid' => $this->tid));
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// Update "answers" to ticket
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$upd_stmt = Database::prepare('
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UPDATE `' . TABLE_PANEL_TICKETS . '` SET `archived` = "1" WHERE `answerto` = :tid'
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);
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Database::pexecute($upd_stmt, array('tid' => $this->tid));
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return true;
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}
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/**
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* Remove ticket from database
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*/
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public function Delete() {
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// Delete "main" ticket
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$del_stmt = Database::prepare('
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DELETE FROM `' . TABLE_PANEL_TICKETS . '` WHERE `id` = :tid'
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);
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Database::pexecute($del_stmt, array('tid' => $this->tid));
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// Delete "answers" to ticket"
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$del_stmt = Database::prepare('
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DELETE FROM `' . TABLE_PANEL_TICKETS . '` WHERE `answerto` = :tid'
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);
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Database::pexecute($del_stmt, array('tid' => $this->tid));
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return true;
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}
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/**
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* Mail notifications
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*/
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public function sendMail($customerid = - 1, $template_subject = null, $default_subject = null, $template_body = null, $default_body = null)
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{
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global $mail, $theme;
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// Some checks are to be made here in the future
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if ($customerid != - 1) {
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// Get e-mail message for customer
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$usr_stmt = Database::prepare('
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SELECT `name`, `firstname`, `company`, `email`
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FROM `' . TABLE_PANEL_CUSTOMERS . '` WHERE `customerid` = :customerid'
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);
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$usr = Database::pexecute_first($usr_stmt, array('customerid' => $customerid));
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$replace_arr = array(
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'FIRSTNAME' => $usr['firstname'],
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'NAME' => $usr['name'],
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'COMPANY' => $usr['company'],
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'SALUTATION' => getCorrectUserSalutation($usr),
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'SUBJECT' => $this->Get('subject', true)
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);
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} else {
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$replace_arr = array(
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'SUBJECT' => $this->Get('subject', true)
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);
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}
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$tpl_seldata = array(
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'adminid' => $this->userinfo['adminid'],
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'lang' => $this->userinfo['def_language'],
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'tplsubject' => $template_subject
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);
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$result_stmt = Database::prepare("
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SELECT `value` FROM `" . TABLE_PANEL_TEMPLATES . "`
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WHERE `adminid`= :adminid
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AND `language`= :lang
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AND `templategroup`= 'mails' AND `varname`= :tplsubject"
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);
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$result = Database::pexecute_first($result_stmt, $tpl_seldata);
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$mail_subject = html_entity_decode(replace_variables((($result['value'] != '') ? $result['value'] : $default_subject), $replace_arr));
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unset($tpl_seldata['tplsubject']);
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$tpl_seldata['tplmailbody'] = $template_body;
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$result_stmt = Database::prepare("
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SELECT `value` FROM `" . TABLE_PANEL_TEMPLATES . "`
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WHERE `adminid`= :adminid
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AND `language`= :lang
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AND `templategroup`= 'mails' AND `varname`= :tplmailbody"
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);
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$result = Database::pexecute_first($result_stmt, $tpl_seldata);
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$mail_body = html_entity_decode(replace_variables((($result['value'] != '') ? $result['value'] : $default_body), $replace_arr));
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if ($customerid != - 1) {
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$_mailerror = false;
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try {
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$mail->SetFrom(Settings::Get('ticket.noreply_email'), Settings::Get('ticket.noreply_name'));
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$mail->Subject = $mail_subject;
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$mail->AltBody = $mail_body;
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$mail->MsgHTML(str_replace("\n", "<br />", $mail_body));
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$mail->AddAddress($usr['email'], $usr['firstname'] . ' ' . $usr['name']);
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$mail->Send();
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} catch(phpmailerException $e) {
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$mailerr_msg = $e->errorMessage();
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$_mailerror = true;
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} catch (Exception $e) {
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$mailerr_msg = $e->getMessage();
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$_mailerror = true;
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}
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if ($_mailerror) {
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$rstlog = FroxlorLogger::getInstanceOf(array('loginname' => 'ticket_class'));
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$rstlog->logAction(ADM_ACTION, LOG_ERR, "Error sending mail: " . $mailerr_msg);
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standard_error('errorsendingmail', $usr['email']);
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}
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$mail->ClearAddresses();
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} else {
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$admin_stmt = Database::prepare("
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SELECT `name`, `email` FROM `" . TABLE_PANEL_ADMINS . "`
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WHERE `adminid` = :adminid"
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);
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$admin = Database::pexecute_first($admin_stmt, array('adminid' => $this->userinfo['adminid']));
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$_mailerror = false;
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try {
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$mail->SetFrom(Settings::Get('ticket.noreply_email'), Settings::Get('ticket.noreply_name'));
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$mail->Subject = $mail_subject;
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$mail->AltBody = $mail_body;
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$mail->MsgHTML(str_replace("\n", "<br />", $mail_body));
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$mail->AddAddress($admin['email'], $admin['name']);
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$mail->Send();
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} catch(phpmailerException $e) {
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$mailerr_msg = $e->errorMessage();
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$_mailerror = true;
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} catch (Exception $e) {
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$mailerr_msg = $e->getMessage();
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$_mailerror = true;
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}
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if ($_mailerror) {
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$rstlog = FroxlorLogger::getInstanceOf(array('loginname' => 'ticket_class'));
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$rstlog->logAction(ADM_ACTION, LOG_ERR, "Error sending mail: " . $mailerr_msg);
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standard_error('errorsendingmail', $admin['email']);
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}
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$mail->ClearAddresses();
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}
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}
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/**
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* Add a support-categories
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*/
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static public function addCategory($_category = null, $_admin = 1, $_order = 1) {
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if ($_category != null
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&& $_category != ''
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) {
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if ($_order < 1) {
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$_order = 1;
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}
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$ins_stmt = Database::prepare("
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INSERT INTO `" . TABLE_PANEL_TICKET_CATS . "` SET
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`name` = :name,
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`adminid` = :adminid,
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`logicalorder` = :lo"
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);
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$ins_data = array(
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'name' => $_category,
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'adminid' => $_admin,
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'lo' => $_order
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);
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Database::pexecute($ins_stmt, $ins_data);
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return true;
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}
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return false;
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}
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/**
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* Edit a support-categories
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*/
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static public function editCategory($_category = null, $_id = 0, $_order = 1) {
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if ($_category != null
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&& $_category != ''
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&& $_id != 0
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) {
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if ($_order < 1) {
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$_order = 1;
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}
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$upd_stmt = Database::prepare("
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UPDATE `" . TABLE_PANEL_TICKET_CATS . "` SET
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`name` = :name,
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`logicalorder` = :lo
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WHERE `id` = :id
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");
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Database::pexecute($upd_stmt, array('name' => $_category, 'lo' => $_order, 'id' => $_id));
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return true;
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}
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return false;
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}
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/**
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* Delete a support-categories
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*/
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static public function deleteCategory($_id = 0) {
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if ($_id != 0) {
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$result_stmt = Database::prepare("
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SELECT COUNT(`id`) as `numtickets` FROM `" . TABLE_PANEL_TICKETS . "`
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WHERE `category` = :cat"
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);
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$result = Database::pexecute_first($result_stmt, array('cat' => $_id));
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if ($result['numtickets'] == "0") {
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$del_stmt = Database::prepare("
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DELETE FROM `" . TABLE_PANEL_TICKET_CATS . "` WHERE `id` = :id"
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);
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Database::pexecute($del_stmt, array('id' => $_id));
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return true;
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} else {
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return false;
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}
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}
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return false;
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}
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/**
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* Return a support-category-name
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*/
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static public function getCategoryName($_id = 0) {
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if ($_id != 0) {
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$stmt = Database::prepare("
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SELECT `name` FROM `" . TABLE_PANEL_TICKET_CATS . "` WHERE `id` = :id"
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);
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$category = Database::pexecute_first($stmt, array('id' => $_id));
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return $category['name'];
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}
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return null;
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}
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/**
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* get the highest order number
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*
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* @param object $_uid admin-id (optional)
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*
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* @return int highest order number
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*/
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static public function getHighestOrderNumber($_uid = 0) {
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$where = '';
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$sel_data = array();
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if ($_uid > 0) {
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$where = " WHERE `adminid` = :adminid";
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$sel_data['adminid'] = $_uid;
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}
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$sql = "SELECT MAX(`logicalorder`) as `highestorder` FROM `" . TABLE_PANEL_TICKET_CATS . "`".$where.";";
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$result_stmt = Database::prepare($sql);
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$result = Database::pexecute_first($result_stmt, $sel_data);
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return (isset($result['highestorder']) ? (int)$result['highestorder'] : 0);
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}
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/**
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* returns the last x archived tickets
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*/
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static public function getLastArchived($_num = 10, $_admin = 1) {
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if ($_num > 0) {
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$archived = array();
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$counter = 0;
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$result_stmt = Database::prepare("
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SELECT *, (
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SELECT COUNT(`sub`.`id`)
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FROM `" . TABLE_PANEL_TICKETS . "` `sub`
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WHERE `sub`.`answerto` = `main`.`id`
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) as `ticket_answers`
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FROM `" . TABLE_PANEL_TICKETS . "` `main`
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WHERE `main`.`answerto` = '0' AND `main`.`archived` = '1'
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AND `main`.`adminid` = :adminid
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ORDER BY `main`.`lastchange` DESC LIMIT 0, ".(int)$_num
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);
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Database::pexecute($result_stmt, array('adminid' => $_admin));
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while ($row = $result_stmt->fetch(PDO::FETCH_ASSOC)) {
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$archived[$counter]['id'] = $row['id'];
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$archived[$counter]['customerid'] = $row['customerid'];
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$archived[$counter]['adminid'] = $row['adminid'];
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$archived[$counter]['lastreplier'] = $row['lastreplier'];
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$archived[$counter]['ticket_answers'] = $row['ticket_answers'];
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$archived[$counter]['category'] = $row['category'];
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$archived[$counter]['priority'] = $row['priority'];
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$archived[$counter]['subject'] = $row['subject'];
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$archived[$counter]['message'] = $row['message'];
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$archived[$counter]['dt'] = $row['dt'];
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$archived[$counter]['lastchange'] = $row['lastchange'];
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$archived[$counter]['status'] = $row['status'];
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$archived[$counter]['by'] = $row['by'];
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$counter++;
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}
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if (isset($archived[0]['id'])) {
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return $archived;
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} else {
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return false;
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}
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}
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}
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|
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/**
|
|
* Returns a sql-statement to search the archive
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|
* including necessary parameter-array for PDO
|
|
*
|
|
* @return array 0 = query, 1 = params-array
|
|
*/
|
|
static public function getArchiveSearchStatement($subject = null, $priority = null, $fromdate = null, $todate = null, $message = null, $customer = - 1, $admin = 1, $categories = null)
|
|
{
|
|
$search_params = array();
|
|
|
|
$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`.`adminid` = :admin"
|
|
;
|
|
|
|
$search_params['admin'] = $admin;
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|
|
|
if ($subject != NULL
|
|
&& $subject != ''
|
|
) {
|
|
$query .= " AND `main`.`subject` LIKE :subject";
|
|
$search_params['subject'] = "%".$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 {
|
|
|
|
$query .= " AND (`main`.`priority` = '1' OR `main`.`priority` = '1')";
|
|
}
|
|
|
|
} elseif (isset($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";
|
|
$search_params['fromdate'] = strtotime($fromdate);
|
|
}
|
|
|
|
if ($todate != null
|
|
&& $todate > 0
|
|
) {
|
|
$query .= " AND `main`.`lastchange` < :todate";
|
|
$search_params['todate'] = strtotime($todate);
|
|
}
|
|
|
|
if ($message != null
|
|
&& $message != ''
|
|
) {
|
|
$query .= " AND `main`.`message` LIKE :message";
|
|
$search_params['message'] = "%".$message."%";
|
|
}
|
|
|
|
if ($customer != - 1) {
|
|
$query .= " AND `main`.`customerid` = :customer";
|
|
$search_params['customer'] = $customer;
|
|
}
|
|
|
|
if ($categories != null) {
|
|
|
|
$cats = array();
|
|
foreach ($categories as $index => $catid) {
|
|
if ($catid != "") {
|
|
$cats[] = $catid;
|
|
}
|
|
}
|
|
|
|
if (count($cats) > 0) {
|
|
$query .= " AND (";
|
|
}
|
|
|
|
foreach ($cats as $catid) {
|
|
if (isset($catid) && $catid > 0) {
|
|
$query .= "`main`.`category` = :catid_".$catid." OR ";
|
|
$search_params['catid_'.$catid] = $catid;
|
|
}
|
|
}
|
|
|
|
if (count($cats) > 0) {
|
|
$query = substr($query, 0, strlen($query) - 3);
|
|
$query .= ") ";
|
|
}
|
|
}
|
|
|
|
return array('0' => $query, '1' => $search_params);
|
|
}
|
|
|
|
/**
|
|
* Get statustext by status-no
|
|
*/
|
|
static public function getStatusText($_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)
|
|
{
|
|
$html_entities = array (
|
|
"Ä" => "Ä",
|
|
"ä" => "ä",
|
|
"Ö" => "Ö",
|
|
"ö" => "ö",
|
|
"Ü" => "Ü",
|
|
"ü" => "ü",
|
|
"ß" => "ß"
|
|
/*
|
|
* @TODO continue this table for all the special-characters
|
|
*/
|
|
);
|
|
|
|
foreach ($html_entities as $key => $value) {
|
|
$str = str_replace($key, $value, $str);
|
|
}
|
|
return $str;
|
|
}
|
|
|
|
/**
|
|
* function customerHasTickets
|
|
*
|
|
* @param int customer-id
|
|
*
|
|
* @return array/bool array of ticket-ids if customer has any, else false
|
|
*/
|
|
static public function customerHasTickets($_cid = 0) {
|
|
|
|
if ($_cid != 0) {
|
|
$result_stmt = Database::prepare("
|
|
SELECT `id` FROM `" . TABLE_PANEL_TICKETS . "` WHERE `customerid` = :cid"
|
|
);
|
|
Database::pexecute($result_stmt, array('cid' => $_cid));
|
|
|
|
$tickets = array();
|
|
while ($row = $result_stmt->fetch(PDO::FETCH_ASSOC)) {
|
|
$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') {
|
|
// avoid double line-breaks, #1413
|
|
$this->t_data[$_var] = str_replace("<br />\n", "\n", $this->t_data[$_var]);
|
|
return nl2br($this->t_data[$_var]);
|
|
} elseif(strtolower($_var) == 'subject') {
|
|
return nl2br($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) {
|
|
$_var = strip_tags($_var);
|
|
}
|
|
|
|
if (!$_valuetrusted) {
|
|
$_value = strip_tags($_value, '<br />');
|
|
}
|
|
|
|
if (strtolower($_var) == 'message'
|
|
|| strtolower($_var) == 'subject'
|
|
) {
|
|
$_value = $this->convertLatin1ToHtml($_value);
|
|
}
|
|
|
|
$this->t_data[$_var] = $_value;
|
|
}
|
|
}
|
|
}
|