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<?php
class ReportModel {
const PERM_AGENTS = 'stats.agents';
static protected $perms = array(
self::PERM_AGENTS => array(
/* @trans */ 'Ability to view stats of other agents in allowed departments',
'primary' => true,
));
static function getPermissions() {
return self::$perms;
}
}
RolePermission::register(/* @trans */ 'Miscellaneous', ReportModel::getPermissions());
class OverviewReport {
var $start;
var $end;
var $format;
function __construct($start, $end='now', $format=null) {
global $cfg;
$this->format = $format ?: $cfg->getDateFormat(true);
function getStartDate($format=null, $translate=true) {
if (!$this->start)
return '';
$format = $format ?: $this->format;
if ($translate) {
$format = str_replace(
array('y', 'Y', 'm'),
array('yy', 'yyyy', 'mm'),
$format);
}
return Format::date(Misc::dbtime($this->start), false, $format);
}
function getDateRange() {
global $cfg;
$start = $this->start ?: 'last month';
$stop = $this->end ?: 'now';
// Convert user time to db time
$start = Misc::dbtime($start);
// Stop time can be relative.
if ($stop[0] == '+') {
// $start time + time(X days)
$now = time();
$stop = $start + (strtotime($stop, $now)-$now);
} else {
$stop = Misc::dbtime($stop);
}
$stop = 'FROM_UNIXTIME('.$stop.')';
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return array($start, $stop);
}
function getPlotData() {
list($start, $stop) = $this->getDateRange();
# Fetch all types of events over the timeframe
$res = db_query('SELECT DISTINCT(state) FROM '.THREAD_EVENT_TABLE
.' WHERE timestamp BETWEEN '.$start.' AND '.$stop
.' AND state IN ("created", "closed", "reopened", "assigned", "overdue", "transferred")'
.' ORDER BY 1');
$events = array();
while ($row = db_fetch_row($res)) $events[] = $row[0];
# TODO: Handle user => db timezone offset
# XXX: Implement annulled column from the %ticket_event table
$res = db_query('SELECT state, DATE_FORMAT(timestamp, \'%Y-%m-%d\'), '
.'COUNT(DISTINCT T.id)'
.' FROM '.THREAD_EVENT_TABLE. ' E '
.' JOIN '.THREAD_TABLE. ' T
ON (T.id = E.thread_id AND T.object_type = "T") '
.' WHERE E.timestamp BETWEEN '.$start.' AND '.$stop
.' AND NOT annulled'
.' AND E.state IN ("created", "closed", "reopened", "assigned", "overdue", "transferred")'
.' GROUP BY E.state, DATE_FORMAT(E.timestamp, \'%Y-%m-%d\')'
.' ORDER BY 2, 1');
# Initialize array of plot values
$plots = array();
foreach ($events as $e) { $plots[$e] = array(); }
$time = null; $times = array();
# Iterate over result set, adding zeros for missing ticket events
$slots = array();
while ($row = db_fetch_row($res)) {
$row_time = strtotime($row[1]);
if ($time != $row_time) {
# New time (and not the first), figure out which events did
# not have any tickets associated for this time slot
if ($time !== null) {
# Not the first record -- add zeros all the arrays that
# did not have at least one entry for the timeframe
foreach (array_diff($events, $slots) as $slot)
$plots[$slot][] = 0;
}
$slots = array();
$times[] = $time = $row_time;
}
# Keep track of states for this timeframe
$slots[] = $row[0];
$plots[$row[0]][] = (int)$row[2];
}
foreach (array_diff($events, $slots) as $slot)
$plots[$slot][] = 0;
return array("times" => $times, "plots" => $plots, "events" => $events);
}
function enumTabularGroups() {
return array("dept"=>__("Department"), "topic"=>__("Topics"),
# XXX: This will be relative to permissions based on the
# logged-in-staff. For basic staff, this will be 'My Stats'
"staff"=>__("Agent"));
}
function getTabularData($group='dept') {
global $thisstaff;
list($start, $stop) = $this->getDateRange();
$times = Ticket::objects()
->constrain(array(
'thread__entries' => array(
'thread__entries__type' => 'R'
),
))
->aggregate(array(
'ServiceTime' => SqlAggregate::AVG(SqlFunction::DATEDIFF(
new SqlField('closed'), new SqlField('created')
)),
'ResponseTime' => SqlAggregate::AVG(SqlFunction::DATEDIFF(
new SqlField('thread__entries__created'), new SqlField('thread__entries__parent__created')
)),
));
$stats = Ticket::objects()
->constrain(array(
'thread__events' => array(
'thread__events__annulled' => 0,
'thread__events__timestamp__range' => array($start, $stop),
),
))
->aggregate(array(
'Opened' => SqlAggregate::COUNT(
SqlCase::N()
->when(new Q(array('thread__events__state' => 'created')), 1)
),
'Assigned' => SqlAggregate::COUNT(
SqlCase::N()
->when(new Q(array('thread__events__state' => 'assigned')), 1)
),
'Overdue' => SqlAggregate::COUNT(
SqlCase::N()
->when(new Q(array('thread__events__state' => 'overdue')), 1)
),
'Closed' => SqlAggregate::COUNT(
SqlCase::N()
->when(new Q(array('thread__events__state' => 'closed')), 1)
),
'Reopened' => SqlAggregate::COUNT(
SqlCase::N()
->when(new Q(array('thread__events__state' => 'reopened')), 1)
),
));
switch ($group) {
case 'dept':
$headers = array(__('Department'));
$header = function($row) { return Dept::getLocalNameById($row['dept_id'], $row['dept__name']); };
$pk = 'dept_id';
$stats = $stats
->filter(array('dept_id__in' => $thisstaff->getDepts()))
->values('dept__id', 'dept__name');
$times = $times
->filter(array('dept_id__in' => $thisstaff->getDepts()))
->values('dept__id');
break;
case 'topic':
$headers = array(__('Help Topic'));
$header = function($row) { return Topic::getLocalNameById($row['topic_id'], $row['topic__topic']); };
$pk = 'topic_id';
$stats = $stats
->values('topic_id', 'topic__topic')
->filter(array('topic_id__gt' => 0));
$times = $times
->values('topic_id')
->filter(array('topic_id__gt' => 0));
break;
case 'staff':
$headers = array(__('Agent'));
$header = function($row) { return new AgentsName(array(
'first' => $row['staff__firstname'], 'last' => $row['staff__lastname'])); };
$pk = 'staff_id';
$stats = $stats->values('staff_id', 'staff__firstname', 'staff__lastname');
$times = $times->values('staff_id');
$depts = $thisstaff->getManagedDepartments();
if ($thisstaff->hasPerm(ReportModel::PERM_AGENTS))
$depts = array_merge($depts, $thisstaff->getDepts());
$Q = Q::any(array(
'staff_id' => $thisstaff->getId(),
));
if ($depts)
$Q->add(array('dept_id__in' => $depts));
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$stats = $stats->filter(array('staff_id__gt'=>0))->filter($Q);
$times = $times->filter(array('staff_id__gt'=>0))->filter($Q);
break;
default:
# XXX: Die if $group not in $groups
}
$timings = array();
foreach ($times as $T) {
$timings[$T[$pk]] = $T;
}
$rows = array();
foreach ($stats as $R) {
$T = $timings[$R[$pk]];
$rows[] = array($header($R), $R['Opened'], $R['Assigned'],
$R['Overdue'], $R['Closed'], $R['Reopened'],
number_format($T['ServiceTime'], 1),
number_format($T['ResponseTime'], 1));
}
return array("columns" => array_merge($headers,
array(__('Opened'),__('Assigned'),__('Overdue'),__('Closed'),__('Reopened'),
__('Service Time'),__('Response Time'))),
"data" => $rows);
}
}