9907afe630
'reverted' old-style update-process; removed billing-classes, -functions and -templates; some sql-fixes;
664 lines
17 KiB
PHP
664 lines
17 KiB
PHP
<?php
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/**
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* Support-Tickets - Ticket-Class
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*
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*
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* This program is free software; you can redistribute it and/or modify
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* it under the terms of the GNU General Public License as published by
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* the Free Software Foundation; either version 2 of the License, or
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* (at your option) any later version. This program is distributed in the
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* hope that it will be useful, but WITHOUT ANY WARRANTY; without even the
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* implied warranty of MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.
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* See the GNU General Public License for more details.
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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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* @license http://www.gnu.org/licenses/gpl.txt
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* @package Functions
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* @version CVS: $Id: class.ticket.php 2724 2009-06-07 14:18:02Z flo $
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* @link http://www.nutime.de/
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* @since File available since Release 1.2.18
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*/
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class ticket
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{
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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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* Database handler
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* @var db
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*/
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private $db = false;
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/**
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* Settings array
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* @var settings
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*/
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private $settings = 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 $tickets = array();
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/**
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* Class constructor.
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*
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* @param array userinfo
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* @param resource database
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* @param array settings
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* @param int ticket id
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*/
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private function __construct($userinfo, $db, $settings, $tid = - 1)
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{
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$this->userinfo = $userinfo;
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$this->db = $db;
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$this->settings = $settings;
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$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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$this->readData();
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}
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/**
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* Singleton ftw ;-)
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*
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* @param int ticket id
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*/
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static public function getInstanceOf($_usernfo, $_db, $_settings, $_tid)
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{
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if(!isset(self::$tickets[$_tid]))
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{
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self::$tickets[$_tid] = new ticket($_usernfo, $_db, $_settings, $_tid);
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}
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return self::$tickets[$_tid];
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}
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/**
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* Initialize data-array
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*/
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private function initData()
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{
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$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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$this->Set('archived', '0', true, true);
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}
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/**
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* Read ticket data from database.
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*/
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private function readData()
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{
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if(isset($this->tid)
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&& $this->tid != - 1)
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{
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$_ticket = $this->db->query_first('SELECT * FROM `' . TABLE_PANEL_TICKETS . '` WHERE `id` = "' . $this->tid . '"');
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$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', $_ticket['archived'], true, false);
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}
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}
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/**
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* Insert data to database
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*/
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public function Insert()
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{
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$this->db->query("INSERT INTO `" . TABLE_PANEL_TICKETS . "`
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(`customerid`,
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`adminid`,
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`category`,
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`priority`,
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`subject`,
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`message`,
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`dt`,
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`lastchange`,
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`ip`,
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`status`,
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`lastreplier`,
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`by`,
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`answerto`)
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VALUES
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('" . (int)$this->Get('customer') . "',
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'" . (int)$this->Get('admin') . "',
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'" . (int)$this->Get('category') . "',
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'" . (int)$this->Get('priority') . "',
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'" . $this->db->escape($this->Get('subject')) . "',
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'" . $this->db->escape($this->Get('message')) . "',
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'" . (int)$this->Get('dt') . "',
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'" . (int)$this->Get('lastchange') . "',
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'" . $this->db->escape($this->Get('ip')) . "',
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'" . (int)$this->Get('status') . "',
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'" . (int)$this->Get('lastreplier') . "',
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'" . (int)$this->Get('by') . "',
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'" . (int)$this->Get('answerto') . "');");
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$this->tid = $this->db->insert_id();
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return true;
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}
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/**
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* Update data in database
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*/
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public function Update()
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{
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// Update "main" ticket
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$this->db->query('UPDATE `' . TABLE_PANEL_TICKETS . '` SET
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`priority` = "' . (int)$this->Get('priority') . '",
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`lastchange` = "' . (int)$this->Get('lastchange') . '",
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`status` = "' . (int)$this->Get('status') . '",
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`lastreplier` = "' . (int)$this->Get('lastreplier') . '"
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WHERE `id` = "' . (int)$this->tid . '";');
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return true;
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}
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/**
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* Moves a ticket to the archive
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*/
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public function Archive()
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{
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// Update "main" ticket
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$this->db->query('UPDATE `' . TABLE_PANEL_TICKETS . '` SET `archived` = "1" WHERE `id` = "' . (int)$this->tid . '";');
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// Update "answers" to ticket
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$this->db->query('UPDATE `' . TABLE_PANEL_TICKETS . '` SET `archived` = "1" WHERE `answerto` = "' . (int)$this->tid . '";');
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return true;
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}
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/**
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* Remove ticket from database
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*/
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public function Delete()
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{
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// Delete "main" ticket
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$this->db->query('DELETE FROM `' . TABLE_PANEL_TICKETS . '` WHERE `id` = "' . (int)$this->tid . '";');
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// Delete "answers" to ticket"
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$this->db->query('DELETE FROM `' . TABLE_PANEL_TICKETS . '` WHERE `answerto` = "' . (int)$this->tid . '";');
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return true;
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}
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/**
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* Mail notifications
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*/
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public function sendMail($customerid = - 1, $template_subject = null, $default_subject = null, $template_body = null, $default_body = null)
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{
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global $mail;
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// Some checks are to be made here in the future
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if($customerid != - 1)
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{
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// Get e-mail message for customer
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$usr = $this->db->query_first('SELECT `name`, `firstname`, `email`
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FROM `' . TABLE_PANEL_CUSTOMERS . '`
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WHERE `customerid` = "' . (int)$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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'SUBJECT' => $this->Get('subject', true)
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);
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}
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else
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{
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$replace_arr = array(
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'SUBJECT' => $this->Get('subject', true)
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);
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}
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$result = $this->db->query_first('SELECT `value` FROM `' . TABLE_PANEL_TEMPLATES . '`
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WHERE `adminid`=\'' . (int)$this->userinfo['adminid'] . '\'
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AND `language`=\'' . $this->db->escape($this->userinfo['def_language']) . '\'
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AND `templategroup`=\'mails\'
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AND `varname`=\'' . $template_subject . '\'');
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$mail_subject = html_entity_decode(replace_variables((($result['value'] != '') ? $result['value'] : $default_subject), $replace_arr));
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$result = $this->db->query_first('SELECT `value` FROM `' . TABLE_PANEL_TEMPLATES . '`
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WHERE `adminid`=\'' . (int)$this->userinfo['adminid'] . '\'
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AND `language`=\'' . $this->db->escape($this->userinfo['def_language']) . '\'
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AND `templategroup`=\'mails\'
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AND `varname`=\'' . $template_body . '\'');
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$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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{
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$mail->From = $this->settings['ticket']['noreply_email'];
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$mail->FromName = $this->settings['ticket']['noreply_name'];
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$mail->Subject = $mail_subject;
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$mail->Body = $mail_body;
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$mail->AddAddress($usr['email'], $usr['firstname'] . ' ' . $usr['name']);
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if(!$mail->Send())
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{
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standard_error(array('errorsendingmail', $usr['email']));
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}
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$mail->ClearAddresses();
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}
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else
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{
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$admin = $this->db->query_first("SELECT `email` FROM `" . TABLE_PANEL_ADMINS . "` WHERE `adminid`='" . (int)$this->userinfo['adminid'] . "'");
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$mail->From = $this->settings['ticket']['noreply_email'];
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$mail->FromName = $this->settings['ticket']['noreply_name'];
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$mail->Subject = $mail_subject;
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$mail->Body = $mail_body;
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$mail->AddAddress($admin['email'], $admin['firstname'] . ' ' . $admin['name']);
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if(!$mail->Send())
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{
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standard_error(array('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($_db, $_category = null, $_admin = 1)
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{
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if($_category != null
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&& $_category != '')
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{
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$_db->query('INSERT INTO `' . TABLE_PANEL_TICKET_CATS . '` (`name`, `adminid`) VALUES ("' . $_db->escape($_category) . '", "' . (int)$_admin . '")');
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return true;
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}
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return false;
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}
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/**
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* Edit a support-categories
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*/
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static public function editCategory($_db, $_category = null, $_id = 0)
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{
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if($_category != null
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&& $_category != ''
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&& $_id != 0)
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{
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$_db->query('UPDATE `' . TABLE_PANEL_TICKET_CATS . '` SET `name` = "' . $_db->escape($_category) . '"
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WHERE `id` = "' . (int)$_id . '"');
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return true;
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}
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return false;
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}
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/**
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* Delete a support-categories
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*/
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static public function deleteCategory($_db, $_id = 0)
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{
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if($_id != 0)
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{
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$result = $_db->query_first('SELECT COUNT(`id`) as `numtickets` FROM `' . TABLE_PANEL_TICKETS . '`
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WHERE `category` = "' . (int)$_id . '"');
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if($result['numtickets'] == "0")
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{
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$_db->query('DELETE FROM `' . TABLE_PANEL_TICKET_CATS . '` WHERE `id` = "' . (int)$_id . '"');
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return true;
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}
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else
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{
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return false;
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}
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}
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return false;
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}
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/**
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* Return a support-category-name
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*/
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static public function getCategoryName($_db, $_id = 0)
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{
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if($_id != 0)
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{
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$category = $_db->query_first('SELECT `name` FROM `' . TABLE_PANEL_TICKET_CATS . '` WHERE `id` = "' . (int)$_id . '"');
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return $category['name'];
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}
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return null;
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}
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/**
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* returns the last x archived tickets
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*/
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static public function getLastArchived($_db, $_num = 10, $_admin = 1)
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{
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if($_num > 0)
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{
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$archived = array();
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$counter = 0;
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$result = $_db->query('SELECT *,
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(SELECT COUNT(`sub`.`id`)
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FROM `' . TABLE_PANEL_TICKETS . '` `sub`
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WHERE `sub`.`answerto` = `main`.`id`) as `ticket_answers`
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FROM `' . TABLE_PANEL_TICKETS . '` `main`
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WHERE `main`.`answerto` = "0"
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AND `main`.`archived` = "1" AND `main`.`adminid` = "' . (int)$_admin . '"
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ORDER BY `main`.`lastchange` DESC LIMIT 0, ' . (int)$_num);
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while($row = $_db->fetch_array($result))
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{
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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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{
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return $archived;
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}
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else
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{
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return false;
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}
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}
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}
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/**
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* Returns a sql-statement to search the archive
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*/
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static public function getArchiveSearchStatement($subject = NULL, $priority = NULL, $fromdate = NULL, $todate = NULL, $message = NULL, $customer = - 1, $admin = 1, $categories = NULL)
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{
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$query = 'SELECT `main`.*,
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(SELECT COUNT(`sub`.`id`) FROM `' . TABLE_PANEL_TICKETS . '` `sub`
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WHERE `sub`.`answerto` = `main`.`id`) as `ticket_answers`
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FROM `' . TABLE_PANEL_TICKETS . '` `main`
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WHERE `main`.`archived` = "1" AND `main`.`answerto` = "0" AND `main`.`adminid` = "' . (int)$admin . '"';
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if($subject != NULL
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&& $subject != '')
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{
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$query.= 'AND `main`.`subject` LIKE "%' . $subject . '%" ';
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}
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if($priority != NULL
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&& isset($priority[0])
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&& $priority[0] != '')
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{
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if(isset($priority[1])
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&& $priority[1] != '')
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{
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if(isset($priority[2])
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&& $priority[2] != '')
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{
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$query.= 'AND (`main`.`priority` = "1"
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OR `main`.`priority` = "2"
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OR `main`.`priority` = "3") ';
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}
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else
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{
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$query.= 'AND (`main`.`priority` = "1"
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OR `main`.`priority` = "2") ';
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}
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}
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elseif(isset($priority[2])
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&& $priority[2] != '')
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{
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$query.= 'AND (`main`.`priority` = "1"
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OR `main`.`priority` = "3") ';
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}
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else
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{
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$query.= 'AND `main`.`priority` = "1" ';
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}
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}
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elseif($priority != NULL
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&& isset($priority[1])
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&& $priority[1] != '')
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{
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if(isset($priority[2])
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&& $priority[2] != '')
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{
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$query.= 'AND (`main`.`priority` = "2"
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OR `main`.`priority` = "3") ';
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}
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else
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{
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$query.= 'AND `main`.`priority` = "2" ';
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}
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}
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elseif($priority != NULL)
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{
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if(isset($priority[3])
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&& $priority[3] != '')
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{
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$query.= 'AND `main`.`priority` = "3" ';
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}
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}
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if($fromdate != NULL
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&& $fromdate > 0)
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{
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$query.= 'AND `main`.`lastchange` > "' . $fromdate . '" ';
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}
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if($todate != NULL
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&& $todate > 0)
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{
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$query.= 'AND `main`.`lastchange` < "' . $todate . '" ';
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}
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if($message != NULL
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&& $message != '')
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{
|
|
$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 $_lng['ticket']['low'];
|
|
break;
|
|
}
|
|
}
|
|
|
|
/**
|
|
* Get a data-var
|
|
*/
|
|
|
|
public function Get($_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);
|
|
}
|
|
|
|
$this->t_data[$_var] = $_value;
|
|
}
|
|
}
|
|
}
|
|
|
|
?>
|