class.ticket.php

<?php
/*********************************************************************
    class.ticket.php

    The most important class! Don't play with fire please.

    Peter Rotich <peter@osticket.com>
    Copyright (c)  2006-2013 osTicket
    http://www.osticket.com

    Released under the GNU General Public License WITHOUT ANY WARRANTY.
    See LICENSE.TXT for details.

    vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
include_once(INCLUDE_DIR.'class.thread.php');
include_once(INCLUDE_DIR.'class.staff.php');
include_once(INCLUDE_DIR.'class.client.php');
include_once(INCLUDE_DIR.'class.team.php');
include_once(INCLUDE_DIR.'class.email.php');
include_once(INCLUDE_DIR.'class.dept.php');
include_once(INCLUDE_DIR.'class.topic.php');
include_once(INCLUDE_DIR.'class.lock.php');
include_once(INCLUDE_DIR.'class.file.php');
include_once(INCLUDE_DIR.'class.attachment.php');
include_once(INCLUDE_DIR.'class.pdf.php');
include_once(INCLUDE_DIR.'class.banlist.php');
include_once(INCLUDE_DIR.'class.template.php');
include_once(INCLUDE_DIR.'class.variable.php');
include_once(INCLUDE_DIR.'class.priority.php');
include_once(INCLUDE_DIR.'class.sla.php');
include_once(INCLUDE_DIR.'class.canned.php');

class Ticket {

    var $id;
    var $number;

    var $ht;

    var $lastMsgId;

    var $dept;  //Dept obj
    var $sla;   // SLA obj
    var $staff; //Staff obj
    var $client; //Client Obj
    var $team;  //Team obj
    var $topic; //Topic obj
    var $tlock; //TicketLock obj

    var $thread; //Thread obj.

    function Ticket($id) {
        $this->id = 0;
        $this->load($id);
    }

    function load($id=0) {

        if(!$id && !($id=$this->getId()))
            return false;

        $sql='SELECT  ticket.*, lock_id, dept_name, priority_desc '
            .' ,IF(sla.id IS NULL, NULL, DATE_ADD(ticket.created, INTERVAL sla.grace_period HOUR)) as sla_duedate '
            .' ,count(attach.attach_id) as attachments '
            .' FROM '.TICKET_TABLE.' ticket '
            .' LEFT JOIN '.DEPT_TABLE.' dept ON (ticket.dept_id=dept.dept_id) '
            .' LEFT JOIN '.SLA_TABLE.' sla ON (ticket.sla_id=sla.id AND sla.isactive=1) '
            .' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON ('
                .'ticket.priority_id=pri.priority_id) '
            .' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ('
                .'ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW()) '
            .' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach ON ('
                .'ticket.ticket_id=attach.ticket_id) '
            .' WHERE ticket.ticket_id='.db_input($id)
            .' GROUP BY ticket.ticket_id';

        //echo $sql;
        if(!($res=db_query($sql)) || !db_num_rows($res))
            return false;


        $this->ht = db_fetch_array($res);

        $this->id       = $this->ht['ticket_id'];
        $this->number   = $this->ht['ticketID'];

        //Reset the sub classes (initiated ondemand)...good for reloads.
        $this->staff = null;
        $this->client = null;
        $this->team  = null;
        $this->dept = null;
        $this->sla = null;
        $this->tlock = null;
        $this->stats = null;
        $this->topic = null;
        $this->thread = null;

        //REQUIRED: Preload thread obj - checked on lookup!
        $this->getThread();

        return true;
    }

    function reload() {
        return $this->load();
    }

    function isOpen() {
        return (strcasecmp($this->getStatus(),'Open')==0);
    }

    function isReopened() {
        return ($this->getReopenDate());
    }

    function isClosed() {
        return (strcasecmp($this->getStatus(),'Closed')==0);
    }

    function isAssigned() {
        return ($this->isOpen() && ($this->getStaffId() || $this->getTeamId()));
    }

    function isOverdue() {
        return ($this->ht['isoverdue']);
    }

    function isAnswered() {
       return ($this->ht['isanswered']);
    }

    function isLocked() {
        return ($this->getLockId());
    }

    function checkStaffAccess($staff) {

        if(!is_object($staff) && !($staff=Staff::lookup($staff)))
            return false;

        return ((!$staff->showAssignedOnly() && $staff->canAccessDept($this->getDeptId()))
                 || ($this->getTeamId() && $staff->isTeamMember($this->getTeamId()))
                 || $staff->getId()==$this->getStaffId());
    }

    function checkClientAccess($client) {
        global $cfg;

        if(!is_object($client) && !($client=Client::lookup($client)))
            return false;

        if(!strcasecmp($client->getEmail(), $this->getEmail()))
            return true;

        return ($cfg && $cfg->showRelatedTickets()
            && $client->getTicketId()==$this->getExtId());
    }

    //Getters
    function getId() {
        return  $this->id;
    }

    function getExtId() {
        return  $this->getNumber();
    }

    function getNumber() {
        return $this->number;
    }

    function getEmail() {
        return $this->ht['email'];
    }

    function getAuthToken() {
        # XXX: Support variable email address (for CCs)
        return md5($this->getId() . $this->getEmail() . SECRET_SALT);
    }

    function getName() {
        return $this->ht['name'];
    }

    function getSubject() {
        return $this->ht['subject'];
    }

    /* Help topic title  - NOT object -> $topic */
    function getHelpTopic() {

        if(!$this->ht['helptopic'] && ($topic=$this->getTopic()))
            $this->ht['helptopic'] = $topic->getName();

        return $this->ht['helptopic'];
    }

    function getCreateDate() {
        return $this->ht['created'];