class.ticket.php

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

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

    Peter Rotich <peter@osticket.com>
    Copyright (c)  2006-2012 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.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.banlist.php');
include_once(INCLUDE_DIR.'class.template.php');
include_once(INCLUDE_DIR.'class.priority.php');
include_once(INCLUDE_DIR.'class.sla.php');

class Ticket{

    var $id;
    var $extid;
    var $email;
    var $status;
    var $created;
    var $reopened;
    var $updated;
    var $lastrespdate;
    var $lastmsgdate;
    var $duedate;
    var $priority;
    var $priority_id;
    var $fullname;
    var $staff_id;
    var $team_id;
    var $dept_id;
    var $topic_id;
    var $dept_name;
    var $subject;
    var $helptopic;
    var $overdue;

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

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

        //TODO: delete helptopic field in ticket table.
       
        $sql='SELECT  ticket.*, topic.topic as helptopic, lock_id, dept_name, priority_desc '
            .' ,count(attach.attach_id) as attachments '
            .' ,count(DISTINCT message.id) as messages '
            .' ,count(DISTINCT response.id) as responses '
            .' ,count(DISTINCT note.id) as notes '
            .' FROM '.TICKET_TABLE.' ticket '
            .' LEFT JOIN '.DEPT_TABLE.' dept ON (ticket.dept_id=dept.dept_id) '
            .' LEFT JOIN '.TICKET_PRIORITY_TABLE.' pri ON ('
                .'ticket.priority_id=pri.priority_id) '
            .' LEFT JOIN '.TOPIC_TABLE.' topic ON ('
                .'ticket.topic_id=topic.topic_id) '
            .' LEFT JOIN '.TICKET_LOCK_TABLE.' tlock ON ('
                .'ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW()) '
            .' LEFT JOIN '.TICKET_ATTACHMENT_TABLE.' attach ON ('
                .'ticket.ticket_id=attach.ticket_id) '
            .' LEFT JOIN '.TICKET_THREAD_TABLE.' message ON ('
                ."ticket.ticket_id=message.ticket_id AND message.thread_type = 'M') "
            .' LEFT JOIN '.TICKET_THREAD_TABLE.' response ON ('
                ."ticket.ticket_id=response.ticket_id AND response.thread_type = 'R') "
            .' LEFT JOIN '.TICKET_THREAD_TABLE.' note ON ( '
                ."ticket.ticket_id=note.ticket_id AND note.thread_type = 'N') "
            .' WHERE ticket.ticket_id='.db_input($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->extid    = $this->ht['ticketID'];
         
        $this->email    = $this->ht['email'];
        $this->fullname = $this->ht['name'];
        $this->status   = $this->ht['status'];
        $this->created  = $this->ht['created'];
        $this->reopened = $this->ht['reopened'];
        $this->updated  = $this->ht['updated'];
        $this->duedate  = $this->ht['duedate'];
        $this->closed   = $this->ht['closed'];
        $this->lastmsgdate  = $this->ht['lastmessagedate'];
        $this->lastrespdate = $this->ht['lastresponsedate'];
        
        $this->lock_id  = $this->ht['lock_id'];
        $this->priority_id = $this->ht['priority_id'];
        $this->priority = $this->ht['priority_desc'];
        $this->staff_id = $this->ht['staff_id'];
        $this->team_id = $this->ht['team_id']; 
        $this->dept_id  = $this->ht['dept_id'];
        $this->dept_name = $this->ht['dept_name'];
        $this->sla_id = $this->ht['sla_id'];
        $this->topic_id = $this->ht['topic_id'];
        $this->helptopic = $this->ht['helptopic'];
        $this->subject = $this->ht['subject'];
        $this->overdue = $this->ht['isoverdue'];
        
        //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;
        
        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->overdue);
    }
    
    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());
    }