diff --git a/include/class.orm.php b/include/class.orm.php
index 43df8e29f3ad0acf11fc684c89245f5fd6223d7f..6876be7370dc6a583104663e2bf94cc9157fd6ce 100644
--- a/include/class.orm.php
+++ b/include/class.orm.php
@@ -43,9 +43,16 @@ class ModelMeta implements ArrayAccess {
function __construct($model) {
$this->model = $model;
- $meta = $model::$meta + self::$base;
+ $parent = get_parent_class($model);
- // TODO: Merge ModelMeta from parent model (if inherited)
+ // Merge ModelMeta from parent model (if inherited)
+ if (is_subclass_of($parent, 'VerySimpleModel')) {
+ $parent::_inspect();
+ $meta = $parent::$meta->extend($model::$meta);
+ }
+ else {
+ $meta = $model::$meta + self::$base;
+ }
if (!$meta['table'])
throw new OrmConfigurationException(
@@ -67,11 +74,19 @@ class ModelMeta implements ArrayAccess {
$meta['joins'] = array();
foreach ($meta['joins'] as $field => &$j) {
$this->processJoin($j);
+ if ($j['local'])
+ $meta['foreign_keys'][$j['local']] = $field;
}
unset($j);
$this->base = $meta;
}
+ function extend($meta) {
+ if ($meta instanceof self)
+ $meta = $meta->base;
+ return $meta + $this->base + self::$base;
+ }
+
function processJoin(&$j) {
$constraint = array();
if (isset($j['reverse'])) {
@@ -266,11 +281,15 @@ class VerySimpleModel {
|| isset(static::$meta['joins'][$field]);
}
function __unset($field) {
- unset($this->ht[$field]);
+ if ($this->__isset($field))
+ unset($this->ht[$field]);
+ else
+ unset($this->{$field});
}
function set($field, $value) {
// Update of foreign-key by assignment to model instance
+ $related = false;
if (isset(static::$meta['joins'][$field])) {
// XXX: This is likely not necessary
if (!isset(static::$meta['joins'][$field]['fkey']))
@@ -282,9 +301,9 @@ class VerySimpleModel {
return;
}
if ($value === null) {
+ $this->ht[$field] = $value;
if (in_array($j['local'], static::$meta['pk'])) {
// Reverse relationship — don't null out local PK
- $this->ht[$field] = $value;
return;
}
// Pass. Set local field to NULL in logic below
@@ -307,12 +326,23 @@ class VerySimpleModel {
// Capture the foreign key id value
$field = $j['local'];
}
+ // elseif $field is in a relationship, adjust the relationship
+ elseif (isset(static::$meta['foreign_keys'][$field])) {
+ // meta->foreign_keys->{$field} points to the property of the
+ // foreign object. For instance 'object_id' points to 'object'
+ $related = static::$meta['foreign_keys'][$field];
+ }
$old = isset($this->ht[$field]) ? $this->ht[$field] : null;
if ($old != $value) {
// isset should not be used here, because `null` should not be
// replaced in the dirty array
if (!array_key_exists($field, $this->dirty))
$this->dirty[$field] = $old;
+ if ($related)
+ // $related points to a foreign object propery. If setting a
+ // new object_id value, the relationship to object should be
+ // cleared and rebuilt
+ unset($this->ht[$related]);
}
$this->ht[$field] = $value;
}
@@ -376,6 +406,9 @@ class VerySimpleModel {
* no such instance exists.
*/
static function lookup($criteria) {
+ // Autoinsepct model
+ static::_inspect();
+
// Model::lookup(1), where >1< is the pk value
if (!is_array($criteria)) {
$criteria = array();
diff --git a/include/class.staff.php b/include/class.staff.php
index 457ab1787462e340b4a9610efb8ff72397732d5e..d23a3704a07a9349e29e8f836f954ec56dce2b4b 100644
--- a/include/class.staff.php
+++ b/include/class.staff.php
@@ -40,8 +40,6 @@ implements AuthenticatedUser, EmailContact, TemplateVariable {
'constraint' => array('group_id' => 'Group.id'),
),
'teams' => array(
- 'null' => true,
- 'list' => true,
'reverse' => 'TeamMember.staff',
),
),
diff --git a/include/class.task.php b/include/class.task.php
index 36c858e6bcba083bfd148989a040f9910e3341ff..6365d6c57a0cb450ccc668f875445164991ba89b 100644
--- a/include/class.task.php
+++ b/include/class.task.php
@@ -49,6 +49,13 @@ class TaskModel extends VerySimpleModel {
'constraint' => array('id' => 'TaskCData.task_id'),
'list' => false,
),
+ 'ticket' => array(
+ 'constraint' => array(
+ 'object_type' => "'T'",
+ 'object_id' => 'Ticket.ticket_id',
+ ),
+ 'null' => true,
+ ),
),
);
diff --git a/include/class.ticket.php b/include/class.ticket.php
index cc9cbd703ab439d8224634e28ca8a80f7b724bce..57bfe72fe76c3cca15e7e7813929c390d4b724d5 100644
--- a/include/class.ticket.php
+++ b/include/class.ticket.php
@@ -53,14 +53,20 @@ class TicketModel extends VerySimpleModel {
'dept' => array(
'constraint' => array('dept_id' => 'Dept.id'),
),
+ 'events' => array(
+ 'reverse' => 'TicketEvent.ticket',
+ ),
'sla' => array(
- 'constraint' => array('sla_id' => 'SlaModel.id'),
+ 'constraint' => array('sla_id' => 'Sla.id'),
'null' => true,
),
'staff' => array(
'constraint' => array('staff_id' => 'Staff.staff_id'),
'null' => true,
),
+ 'tasks' => array(
+ 'reverse' => 'Task.ticket',
+ ),
'team' => array(
'constraint' => array('team_id' => 'Team.team_id'),
'null' => true,
@@ -107,7 +113,6 @@ class TicketModel extends VerySimpleModel {
'desc' =>
/* @trans */ 'Ability to assign tickets to agents or teams'),
self::PERM_TRANSFER => array(
-
'title' =>
/* @trans */ 'Transfer',
'desc' =>
@@ -210,88 +215,30 @@ class TicketCData extends VerySimpleModel {
}
TicketCData::$meta['table'] = TABLE_PREFIX . 'ticket__cdata';
+class Ticket extends TicketModel
+implements RestrictedAccess, Threadable {
-class Ticket
-implements RestrictedAccess, Threadable, TemplateVariable {
-
- var $id;
- var $number;
-
- var $ht;
+ static $meta = array(
+ 'select_related' => array('topic', 'staff', 'user', 'team', 'dept', 'sla', 'thread'),
+ );
var $lastMsgId;
- var $status;
- 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;
-
- $sql='SELECT ticket.*, thread.id as thread_id, ticket.lock_id, dept.name as dept_name '
- .' ,count(distinct attach.id) as attachments'
- .' ,count(distinct task.id) as tasks'
- .' FROM '.TICKET_TABLE.' ticket '
- .' LEFT JOIN '.DEPT_TABLE.' dept ON (ticket.dept_id=dept.id) '
- .' LEFT JOIN '.SLA_TABLE.' sla ON (ticket.sla_id=sla.id AND sla.flags & 1 = 1) '
- .' LEFT JOIN '.LOCK_TABLE.' tlock
- ON ( ticket.lock_id=tlock.lock_id AND tlock.expire>NOW()) '
- .' LEFT JOIN '.TASK_TABLE.' task
- ON ( task.object_id = ticket.ticket_id AND task.object_type="T" ) '
- .' LEFT JOIN '.THREAD_TABLE.' thread
- ON ( thread.object_id = ticket.ticket_id AND thread.object_type="T" ) '
- .' LEFT JOIN '.THREAD_ENTRY_TABLE.' entry
- ON ( entry.thread_id = thread.id ) '
- .' LEFT JOIN '.ATTACHMENT_TABLE.' attach
- ON ( attach.object_id = entry.id AND attach.`type` = "H") '
- .' WHERE ticket.ticket_id='.db_input($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['number'];
- $this->_answers = array();
+ var $owner; // TicketOwner
+ var $_user; // EndUser
+ var $_answers;
+ var $collaborators;
+ var $active_collaborators;
+ var $recipients;
+ var $lastrespondent;
+ function __onload() {
$this->loadDynamicData();
-
- //Reset the sub classes (initiated ondemand)...good for reloads.
- $this->status= null;
- $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;
- $this->collaborators = null;
-
- return true;
}
function loadDynamicData() {
- if (!$this->_answers) {
+ if (!isset($this->_answers)) {
+ $this->_answers = array();
foreach (DynamicFormEntry::forTicket($this->getId(), true) as $form) {
foreach ($form->getAnswers() as $answer) {
$tag = mb_strtolower($answer->field->name)
@@ -303,12 +250,8 @@ implements RestrictedAccess, Threadable, TemplateVariable {
return $this->_answers;
}
- function reload() {
- return $this->load();
- }
-
function hasState($state) {
- return (strcasecmp($this->getState(), $state)==0);
+ return strcasecmp($this->getState(), $state) == 0;
}
function isOpen() {
@@ -316,7 +259,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function isReopened() {
- return ($this->getReopenDate());
+ return null !== $this->getReopenDate();
}
function isReopenable() {
@@ -336,15 +279,15 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function isAssigned() {
- return ($this->isOpen() && ($this->getStaffId() || $this->getTeamId()));
+ return $this->isOpen() && ($this->getStaffId() || $this->getTeamId());
}
function isOverdue() {
- return ($this->ht['isoverdue']);
+ return $this->ht['isoverdue'];
}
function isAnswered() {
- return ($this->ht['isanswered']);
+ return $this->ht['isanswered'];
}
function isLocked() {
@@ -352,19 +295,20 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function checkStaffPerm($staff, $perm=null) {
-
// Must be a valid staff
if (!$staff instanceof Staff && !($staff=Staff::lookup($staff)))
return false;
// Check access based on department or assignment
- if (!(!$staff->showAssignedOnly()
- && $staff->canAccessDept($this->getDeptId()))
- // only open tickets can be considered assigned
- && $this->isOpen()
- && $staff->getId() != $this->getStaffId()
- && !$staff->isTeamMember($this->getTeamId()))
+ if (($staff->showAssignedOnly()
+ || !$staff->canAccessDept($this->getDeptId()))
+ // only open tickets can be considered assigned
+ && $this->isOpen()
+ && $staff->getId() != $this->getStaffId()
+ && !$staff->isTeamMember($this->getTeamId())
+ ) {
return false;
+ }
// At this point staff has view access unless a specific permission is
// requested
@@ -380,55 +324,50 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function checkUserAccess($user) {
-
if (!$user || !($user instanceof EndUser))
return false;
- //Ticket Owner
+ // Ticket Owner
if ($user->getId() == $this->getUserId())
return true;
- //Collaborator?
+ // Collaborator?
// 1) If the user was authorized via this ticket.
if ($user->getTicketId() == $this->getId()
- && !strcasecmp($user->getUserType(), 'collaborator'))
+ && !strcasecmp($user->getUserType(), 'collaborator')
+ ) {
return true;
-
+ }
// 2) Query the database to check for expanded access...
if (Collaborator::lookup(array(
- 'user_id' => $user->getId(),
- 'thread_id' => $this->getThreadId())))
+ 'user_id' => $user->getId(),
+ 'thread_id' => $this->getThreadId()))
+ ) {
return true;
-
+ }
return false;
}
- //Getters
- function getId() {
- return $this->id;
- }
-
+ // Getters
function getNumber() {
return $this->number;
}
function getOwnerId() {
- return $this->ht['user_id'];
+ return $this->user_id;
}
function getOwner() {
-
- if (!isset($this->owner)
- && ($u=User::lookup($this->getOwnerId())))
- $this->owner = new TicketOwner(new EndUser($u), $this);
-
+ if (!isset($this->owner)) {
+ $this->owner = new TicketOwner(new EndUser($this->user), $this);
+ }
return $this->owner;
}
- function getEmail(){
- if ($o = $this->getOwner())
+ function getEmail() {
+ if ($o = $this->getOwner()) {
return $o->getEmail();
-
+ }
return null;
}
@@ -444,8 +383,9 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function getName(){
- if ($o = $this->getOwner())
+ if ($o = $this->getOwner()) {
return $o->getName();
+ }
return null;
}
@@ -455,15 +395,12 @@ implements RestrictedAccess, Threadable, TemplateVariable {
/* Help topic title - NOT object -> $topic */
function getHelpTopic() {
-
- if(!$this->ht['helptopic'] && ($topic=$this->getTopic()))
- $this->ht['helptopic'] = $topic->getFullName();
-
- return $this->ht['helptopic'];
+ if ($this->topic)
+ return $this->topic->getFullName();
}
function getCreateDate() {
- return $this->ht['created'];
+ return $this->created;
}
function getOpenDate() {
@@ -471,19 +408,19 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function getReopenDate() {
- return $this->ht['reopened'];
+ return $this->reopened;
}
function getUpdateDate() {
- return $this->ht['updated'];
+ return $this->updated;
}
function getEffectiveDate() {
- return $this->ht['lastupdate'];
+ return $this->lastupdate;
}
function getDueDate() {
- return $this->ht['duedate'];
+ return $this->duedate;
}
function getSLADueDate() {
@@ -497,30 +434,25 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function updateEstDueDate() {
- $estimatedDueDate = $this->getEstDueDate();
- if ($estimatedDueDate != $this->ht['est_duedate']) {
- $sql = 'UPDATE '.TICKET_TABLE.' SET `est_duedate`='.db_input($estimatedDueDate)
- .' WHERE `ticket_id`='.db_input($this->getId());
- db_query($sql);
- }
+ $this->est_duedate = $this->getEstDueDate();
+ $this->save();
}
function getEstDueDate() {
-
- //Real due date
- if(($duedate=$this->getDueDate()))
+ // Real due date
+ if ($duedate = $this->getDueDate()) {
return $duedate;
-
- //return sla due date (If ANY)
+ }
+ // return sla due date (If ANY)
return $this->getSLADueDate();
}
function getCloseDate() {
- return $this->ht['closed'];
+ return $this->closed;
}
function getStatusId() {
- return $this->ht['status_id'];
+ return $this->status_id;
}
/**
@@ -532,47 +464,38 @@ implements RestrictedAccess, Threadable, TemplateVariable {
// XXX: Use ::setStatus to change the status. This can be used as a
// fallback if the logic in ::setStatus fails.
function setStatusId($id) {
- $sql = 'UPDATE '.TICKET_TABLE.' SET updated=NOW() '.
- ' ,status_id='.db_input($id) .
- ' WHERE ticket_id='.db_input($this->getId());
-
- return (db_query($sql) && db_affected_rows());
+ $this->status_id = $id;
+ return $this->save();
}
function getStatus() {
-
- if (!$this->status && $this->getStatusId())
- $this->status = TicketStatus::lookup($this->getStatusId());
-
return $this->status;
}
function getState() {
-
- if (!$this->getStatus())
+ if (!$this->getStatus()) {
return '';
-
+ }
return $this->getStatus()->getState();
}
function getDeptId() {
- return $this->ht['dept_id'];
+ return $this->dept_id;
}
function getDeptName() {
-
- if(!$this->ht['dept_name'] && ($dept = $this->getDept()))
- $this->ht['dept_name'] = $dept->getFullName();
-
- return $this->ht['dept_name'];
+ if ($this->dept instanceof Dept)
+ return $this->dept->getFullName();
}
function getPriorityId() {
global $cfg;
if (($a = $this->_answers['priority'])
- && ($b = $a->getValue()))
+ && ($b = $a->getValue())
+ ) {
return $b->getId();
+ }
return $cfg->getDefaultPriorityId();
}
@@ -587,11 +510,11 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function getSource() {
- return $this->ht['source'];
+ return $this->source;
}
function getIP() {
- return $this->ht['ip_address'];
+ return $this->ip_address;
}
function getHashtable() {
@@ -599,36 +522,30 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function getUpdateInfo() {
- global $cfg;
-
- $info=array('source' => $this->getSource(),
- 'topicId' => $this->getTopicId(),
- 'slaId' => $this->getSLAId(),
- 'user_id' => $this->getOwnerId(),
- 'duedate' => $this->getDueDate()
- ? Format::date($this->getDueDate())
- :'',
- 'time' => $this->getDueDate()?(Format::date($this->getDueDate(), true, 'HH:mm')):'',
- );
-
- return $info;
+ return array(
+ 'source' => $this->getSource(),
+ 'topicId' => $this->getTopicId(),
+ 'slaId' => $this->getSLAId(),
+ 'user_id' => $this->getOwnerId(),
+ 'duedate' => $this->getDueDate()
+ ? Format::date($this->getDueDate())
+ : '',
+ 'time' => $this->getDueDate()?(Format::date($this->getDueDate(), true, 'HH:mm')):'',
+ );
}
function getLock() {
- if (!isset($this->tlock) && $this->ht['lock_id'])
- $this->tlock = Lock::lookup($this->ht['lock_id']);
-
- return $this->tlock;
+ return $this->lock;
}
function acquireLock($staffId, $lockTime) {
- if(!$staffId or !$lockTime) //Lockig disabled?
+ if (!$staffId or !$lockTime) //Lockig disabled?
return null;
- //Check if the ticket is already locked.
- if(($lock=$this->getLock()) && !$lock->isExpired()) {
- if($lock->getStaffId()!=$staffId) //someone else locked the ticket.
+ // Check if the ticket is already locked.
+ if (($lock = $this->getLock()) && !$lock->isExpired()) {
+ if ($lock->getStaffId() != $staffId) //someone else locked the ticket.
return null;
//Lock already exits...renew it
@@ -636,18 +553,15 @@ implements RestrictedAccess, Threadable, TemplateVariable {
return $lock;
}
- //No lock on the ticket or it is expired
- $this->tlock = Lock::acquire($staffId, $lockTime); //Create a new lock..
+ // No lock on the ticket or it is expired
+ $this->lock = Lock::acquire($staffId, $lockTime); //Create a new lock..
- if ($this->tlock) {
- $sql = 'UPDATE '.TICKET_TABLE.' SET `lock_id` = '
- .db_input($this->tlock->getId())
- .' WHERE `ticket_id` = '. db_input($this->getId());
- db_query($sql);
+ if ($this->lock) {
+ $this->save();
}
- //load and return the newly created lock if any!
- return $this->tlock;
+ // load and return the newly created lock if any!
+ return $this->lock;
}
function releaseLock($staffId=false) {
@@ -660,19 +574,14 @@ implements RestrictedAccess, Threadable, TemplateVariable {
if (!$lock->delete())
return false;
- $sql = 'UPDATE '.TICKET_TABLE.' SET `lock_id` = 0 WHERE `ticket_id` = '
- . db_input($this->getId());
- return ($res = db_query($sql)) && db_affected_rows($res);
+ $this->lock = null;
+ return $this->save();
}
function getDept() {
global $cfg;
- if(!$this->dept)
- if(!($this->dept = Dept::lookup($this->getDeptId())))
- $this->dept = $cfg->getDefaultDept();
-
- return $this->dept;
+ return $this->dept ?: $cfg->getDefaultDept();
}
function getUserId() {
@@ -680,43 +589,34 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function getUser() {
-
- if(!isset($this->user) && $this->getOwner())
- $this->user = new EndUser($this->getOwner());
-
- return $this->user;
+ if (!isset($this->_user) && $this->user) {
+ $this->_user = new EndUser($this->user);
+ }
+ return $this->_user;
}
function getStaffId() {
- return $this->ht['staff_id'];
+ return $this->staff_id;
}
function getStaff() {
-
- if(!$this->staff && $this->getStaffId())
- $this->staff= Staff::lookup($this->getStaffId());
-
return $this->staff;
}
function getTeamId() {
- return $this->ht['team_id'];
+ return $this->team_id;
}
function getTeam() {
-
- if(!$this->team && $this->getTeamId())
- $this->team = Team::lookup($this->getTeamId());
-
return $this->team;
}
function getAssignee() {
- if($staff=$this->getStaff())
+ if ($staff=$this->getStaff())
return $staff->getName();
- if($team=$this->getTeam())
+ if ($team=$this->getTeam())
return $team->getName();
return '';
@@ -724,11 +624,11 @@ implements RestrictedAccess, Threadable, TemplateVariable {
function getAssignees() {
- $assignees=array();
- if($staff=$this->getStaff())
+ $assignees = array();
+ if ($staff = $this->getStaff())
$assignees[] = $staff->getName();
- if($team=$this->getTeam())
+ if ($team = $this->getTeam())
$assignees[] = $team->getName();
return $assignees;
@@ -736,60 +636,47 @@ implements RestrictedAccess, Threadable, TemplateVariable {
function getAssigned($glue='/') {
$assignees = $this->getAssignees();
- return $assignees?implode($glue, $assignees):'';
+ return $assignees ? implode($glue, $assignees) : '';
}
function getTopicId() {
- return $this->ht['topic_id'];
+ return $this->topic_id;
}
function getTopic() {
-
- if(!$this->topic && $this->getTopicId())
- $this->topic = Topic::lookup($this->getTopicId());
-
return $this->topic;
}
function getSLAId() {
- return $this->ht['sla_id'];
+ return $this->sla_id;
}
function getSLA() {
-
- if(!$this->sla && $this->getSLAId())
- $this->sla = SLA::lookup($this->getSLAId());
-
return $this->sla;
}
function getLastRespondent() {
if (!isset($this->lastrespondent)) {
-
- $sql ='SELECT resp.staff_id '
- .' FROM '.THREAD_ENTRY_TABLE.' resp '
- .' LEFT JOIN '.THREAD_TABLE.' t ON( t.id=resp.thread_id) '
- .' LEFT JOIN '.STAFF_TABLE. ' s ON(s.staff_id=resp.staff_id) '
- .' WHERE t.object_id='.db_input($this->getId())
- .' AND t.object_type="T" AND resp.staff_id>0 AND resp.`type`="R" '
- .' ORDER BY resp.created DESC LIMIT 1';
-
- if(!($res=db_query($sql)) || !db_num_rows($res))
- return null;
-
- list($id)=db_fetch_row($res);
-
- $this->lastrespondent = Staff::lookup($id);
+ $this->lastresponent = Staff::objects()
+ ->filter(array(
+ 'staff_id' => static::objects()
+ ->filter(array(
+ 'thread__entry__type' => 'R',
+ 'thread__entry__staff_id__gt' => 0
+ ))
+ ->values_flat('thread__entry__staff_id')
+ ->order_by('-thread__entry__id')
+ ->first()
+ ))
+ ->first();
}
-
return $this->lastrespondent;
-
}
function getLastMessageDate() {
- return $this->ht['lastmessage'];
+ return $this->lastmessage;
}
function getLastMsgDate() {
@@ -797,20 +684,18 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function getLastResponseDate() {
- return $this->ht['lastresponse'];
+ return $this->lastresponse;
}
function getLastRespDate() {
return $this->getLastResponseDate();
}
-
function getLastMsgId() {
return $this->lastMsgId;
}
function getLastMessage() {
-
if (!isset($this->last_message)) {
if ($this->getLastMsgId())
$this->last_message = MessageThreadEntry::lookup(
@@ -819,23 +704,20 @@ implements RestrictedAccess, Threadable, TemplateVariable {
if (!$this->last_message)
$this->last_message = $this->getThread()->getLastMessage();
}
-
return $this->last_message;
}
function getNumTasks() {
- return $this->ht['tasks'];
+ // FIXME: Implement this after merging Tasks
+ return count($this->tasks);
}
function getThreadId() {
- return $this->ht['thread_id'];
+ if ($this->thread)
+ return $this->thread->id;
}
function getThread() {
-
- if (!$this->thread && $this->getThreadId())
- $this->thread = TicketThread::lookup($this->getThreadId());
-
return $this->thread;
}
@@ -885,7 +767,6 @@ implements RestrictedAccess, Threadable, TemplateVariable {
//UserList of recipients (owner + collaborators)
function getRecipients() {
-
if (!isset($this->recipients)) {
$list = new UserList();
$list->add($this->getOwner());
@@ -895,7 +776,6 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
$this->recipients = $list;
}
-
return $this->recipients;
}
@@ -931,7 +811,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
function addCollaborator($user, $vars, &$errors) {
- if (!$user || $user->getId()==$this->getOwnerId())
+ if (!$user || $user->getId() == $this->getOwnerId())
return null;
$vars = array_merge(array(
@@ -989,7 +869,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
));
}
- unset($this->ht['active_collaborators']);
+ unset($this->active_collaborators);
$this->collaborators = null;
return true;
@@ -1051,46 +931,29 @@ implements RestrictedAccess, Threadable, TemplateVariable {
//DeptId can NOT be 0. No orphans please!
function setDeptId($deptId) {
-
- //Make sure it's a valid department//
- if(!($dept=Dept::lookup($deptId)) || $dept->getId()==$this->getDeptId())
+ // Make sure it's a valid department
+ if ($deptId == $this->getDeptId() || !($dept=Dept::lookup($deptId))) {
return false;
-
-
- $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), dept_id='.db_input($deptId)
- .' WHERE ticket_id='.db_input($this->getId());
-
- return (db_query($sql) && db_affected_rows());
+ }
+ $this->dept = $dept;
+ return $this->save();
}
- //Set staff ID...assign/unassign/release (id can be 0)
+ // Set staff ID...assign/unassign/release (id can be 0)
function setStaffId($staffId) {
-
- if(!is_numeric($staffId)) return false;
-
- $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), staff_id='.db_input($staffId)
- .' WHERE ticket_id='.db_input($this->getId());
-
- if (!db_query($sql) || !db_affected_rows())
+ if (!is_numeric($staffId))
return false;
- $this->staff = null;
- $this->ht['staff_id'] = $staffId;
-
- return true;
+ $this->staff = Staff::lookup($staffId);
+ return $this->save();
}
function setSLAId($slaId) {
- if ($slaId == $this->getSLAId()) return true;
- $rv = db_query(
- 'UPDATE '.TICKET_TABLE.' SET sla_id='.db_input($slaId)
- .' WHERE ticket_id='.db_input($this->getId()))
- && db_affected_rows();
- if ($rv) {
- $this->ht['sla_id'] = $slaId;
- $this->sla = null;
- }
- return $rv;
+ if ($slaId == $this->getSLAId())
+ return true;
+
+ $this->sla = Sla::lookup($slaId);
+ return $this->save();
}
/**
* Selects the appropriate service-level-agreement plan for this ticket.
@@ -1125,13 +988,11 @@ implements RestrictedAccess, Threadable, TemplateVariable {
//Set team ID...assign/unassign/release (id can be 0)
function setTeamId($teamId) {
+ if (!is_numeric($teamId))
+ return false;
- if(!is_numeric($teamId)) return false;
-
- $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW(), team_id='.db_input($teamId)
- .' WHERE ticket_id='.db_input($this->getId());
-
- return (db_query($sql) && db_affected_rows());
+ $this->team = Team::lookup($teamId);
+ return $this->save();
}
//Status helper.
@@ -1139,7 +1000,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
function setStatus($status, $comments='', &$errors=array(), $set_closing_agent=true) {
global $thisstaff;
- if ($thisstaff && !($role=$thisstaff->getRole($this->getDeptId())))
+ if ($thisstaff && !($role = $thisstaff->getRole($this->getDeptId())))
return false;
if ($status && is_numeric($status))
@@ -1169,8 +1030,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
if ($this->getStatusId() == $status->getId())
return true;
- $sql = 'UPDATE '.TICKET_TABLE.' SET updated=NOW() '.
- ' ,status_id='.db_input($status->getId());
+ $this->status = $status;
//TODO: move this up.
$ecb = null;
@@ -1182,13 +1042,13 @@ implements RestrictedAccess, Threadable, TemplateVariable {
'', '');
return false;
}
- $sql.=', closed=NOW(), lastupdate=NOW(), duedate=NULL ';
+ $this->closed = $this->lastupdate = SqlFunction::NOW();
+ $this->duedate = null;
if ($thisstaff && $set_closing_agent)
- $sql.=', staff_id='.db_input($thisstaff->getId());
+ $this->staff = $thisstaff;
$this->clearOverdue();
$ecb = function($t) {
- $t->reload();
$t->logEvent('closed');
$t->deleteDrafts();
};
@@ -1196,7 +1056,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
case 'open':
// TODO: check current status if it allows for reopening
if ($this->isClosed()) {
- $sql .= ',closed=NULL, lastupdate=NOW(), reopened=NOW() ';
+ $this->closed = $this->lastupdate = $this->reopened = SqlFunction::NOW();
$ecb = function ($t) {
$t->logEvent('reopened', false, 'closed');
};
@@ -1204,16 +1064,14 @@ implements RestrictedAccess, Threadable, TemplateVariable {
// If the ticket is not open then clear answered flag
if (!$this->isOpen())
- $sql .= ', isanswered = 0 ';
+ $this->isanswered = 0;
break;
default:
return false;
}
- $sql.=' WHERE ticket_id='.db_input($this->getId());
-
- if (!db_query($sql) || !db_affected_rows())
+ if (!$this->save())
return false;
// Log status change b4 reload — if currently has a status. (On new
@@ -1244,30 +1102,23 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function setState($state, $alerts=false) {
-
- switch(strtolower($state)) {
- case 'open':
- return $this->setStatus('open');
- break;
- case 'closed':
- return $this->setStatus('closed');
- break;
- case 'answered':
- return $this->setAnsweredState(1);
- break;
- case 'unanswered':
- return $this->setAnsweredState(0);
- break;
- case 'overdue':
- return $this->markOverdue();
- break;
- case 'notdue':
- return $this->clearOverdue();
- break;
- case 'unassined':
- return $this->unassign();
- }
-
+ switch (strtolower($state)) {
+ case 'open':
+ return $this->setStatus('open');
+ case 'closed':
+ return $this->setStatus('closed');
+ case 'answered':
+ return $this->setAnsweredState(1);
+ case 'unanswered':
+ return $this->setAnsweredState(0);
+ case 'overdue':
+ return $this->markOverdue();
+ case 'notdue':
+ return $this->clearOverdue();
+ case 'unassined':
+ return $this->unassign();
+ }
+ // FIXME: Throw and excception and add test cases
return false;
}
@@ -1275,11 +1126,8 @@ implements RestrictedAccess, Threadable, TemplateVariable {
function setAnsweredState($isanswered) {
-
- $sql='UPDATE '.TICKET_TABLE.' SET isanswered='.db_input($isanswered)
- .' WHERE ticket_id='.db_input($this->getId());
-
- return (db_query($sql) && db_affected_rows());
+ $this->isanswered = $isanswered;
+ return $this->save();
}
function reopen() {
@@ -1302,16 +1150,17 @@ implements RestrictedAccess, Threadable, TemplateVariable {
//Log stuff here...
- if(!$autorespond && !$alertstaff) return true; //No alerts to send.
+ if (!$autorespond && !$alertstaff)
+ return true; //No alerts to send.
/* ------ SEND OUT NEW TICKET AUTORESP && ALERTS ----------*/
- $this->reload(); //get the new goodies.
if(!$cfg
- || !($dept=$this->getDept())
- || !($tpl = $dept->getTemplate())
- || !($email=$dept->getAutoRespEmail())) {
- return false; //bail out...missing stuff.
+ || !($dept=$this->getDept())
+ || !($tpl = $dept->getTemplate())
+ || !($email=$dept->getAutoRespEmail())
+ ) {
+ return false; //bail out...missing stuff.
}
$options = array();
@@ -1329,68 +1178,73 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
//Send auto response - if enabled.
- if($autorespond
- && $cfg->autoRespONNewTicket()
- && $dept->autoRespONNewTicket()
- && ($msg=$tpl->getAutoRespMsgTemplate())) {
-
- $msg = $this->replaceVars($msg->asArray(),
- array('message' => $message,
- 'recipient' => $this->getOwner(),
- 'signature' => ($dept && $dept->isPublic())?$dept->getSignature():'')
- );
-
+ if ($autorespond
+ && $cfg->autoRespONNewTicket()
+ && $dept->autoRespONNewTicket()
+ && ($msg = $tpl->getAutoRespMsgTemplate())
+ ) {
+ $msg = $this->replaceVars(
+ $msg->asArray(),
+ array('message' => $message,
+ 'recipient' => $this->getOwner(),
+ 'signature' => ($dept && $dept->isPublic())?$dept->getSignature():''
+ )
+ );
$email->sendAutoReply($this->getOwner(), $msg['subj'], $msg['body'],
null, $options);
}
- //Send alert to out sleepy & idle staff.
+ // Send alert to out sleepy & idle staff.
if ($alertstaff
- && $cfg->alertONNewTicket()
- && ($email=$dept->getAlertEmail())
- && ($msg=$tpl->getNewTicketAlertMsgTemplate())) {
-
+ && $cfg->alertONNewTicket()
+ && ($email=$dept->getAlertEmail())
+ && ($msg=$tpl->getNewTicketAlertMsgTemplate())
+ ) {
$msg = $this->replaceVars($msg->asArray(), array('message' => $message));
-
- $recipients=$sentlist=array();
- //Exclude the auto responding email just incase it's from staff member.
+ $recipients = $sentlist = array();
+ // Exclude the auto responding email just incase it's from staff member.
if ($message instanceof ThreadEntry && $message->isAutoReply())
$sentlist[] = $this->getEmail();
- //Alert admin??
- if($cfg->alertAdminONNewTicket()) {
+ // Alert admin??
+ if ($cfg->alertAdminONNewTicket()) {
$alert = $this->replaceVars($msg, array('recipient' => 'Admin'));
$email->sendAlert($cfg->getAdminEmail(), $alert['subj'], $alert['body'], null, $options);
$sentlist[]=$cfg->getAdminEmail();
}
- //Only alerts dept members if the ticket is NOT assigned.
- if($cfg->alertDeptMembersONNewTicket() && !$this->isAssigned()) {
- if(($members=$dept->getMembersForAlerts()))
- $recipients=array_merge($recipients, $members);
+ // Only alerts dept members if the ticket is NOT assigned.
+ if ($cfg->alertDeptMembersONNewTicket() && !$this->isAssigned()) {
+ if ($members = $dept->getMembersForAlerts())
+ $recipients = array_merge($recipients, $members);
}
- if($cfg->alertDeptManagerONNewTicket() && $dept && ($manager=$dept->getManager()))
- $recipients[]= $manager;
+ if ($cfg->alertDeptManagerONNewTicket() && $dept && ($manager=$dept->getManager()))
+ $recipients[] = $manager;
// Account manager
if ($cfg->alertAcctManagerONNewMessage()
- && ($org = $this->getOwner()->getOrganization())
- && ($acct_manager = $org->getAccountManager())) {
+ && ($org = $this->getOwner()->getOrganization())
+ && ($acct_manager = $org->getAccountManager())
+ ) {
if ($acct_manager instanceof Team)
$recipients = array_merge($recipients, $acct_manager->getMembers());
else
$recipients[] = $acct_manager;
}
- foreach( $recipients as $k=>$staff) {
- if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
+ foreach ($recipients as $k=>$staff) {
+ if (!is_object($staff)
+ || !$staff->isAvailable()
+ || in_array($staff->getEmail(), $sentlist)
+ ) {
+ continue;
+ }
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
$sentlist[] = $staff->getEmail();
}
}
-
return true;
}
@@ -1403,24 +1257,26 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$ost->logWarning(sprintf(_S('Maximum Open Tickets Limit (%s)'),$this->getEmail()),
$msg);
- if(!$sendNotice || !$cfg->sendOverLimitNotice())
+ if (!$sendNotice || !$cfg->sendOverLimitNotice())
return true;
//Send notice to user.
- if(($dept = $this->getDept())
+ if (($dept = $this->getDept())
&& ($tpl=$dept->getTemplate())
&& ($msg=$tpl->getOverlimitMsgTemplate())
- && ($email=$dept->getAutoRespEmail())) {
-
- $msg = $this->replaceVars($msg->asArray(),
- array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():''));
+ && ($email=$dept->getAutoRespEmail())
+ ) {
+ $msg = $this->replaceVars(
+ $msg->asArray(),
+ array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():'')
+ );
$email->sendAutoReply($this->getOwner(), $msg['subj'], $msg['body']);
}
$user = $this->getOwner();
- //Alert admin...this might be spammy (no option to disable)...but it is helpful..I think.
+ // Alert admin...this might be spammy (no option to disable)...but it is helpful..I think.
$alert=sprintf(__('Maximum open tickets reached for %s.'), $this->getEmail())."\n"
.sprintf(__('Open tickets: %d'), $user->getNumOpenTickets())."\n"
.sprintf(__('Max allowed: %d'), $cfg->getMaxOpenTickets())
@@ -1432,13 +1288,16 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function onResponse($response, $options=array()) {
- db_query('UPDATE '.TICKET_TABLE.' SET isanswered=1, lastresponse=NOW(), updated=NOW() WHERE ticket_id='.db_input($this->getId()));
- $this->reload();
- $vars = array_merge($options,
- array(
- 'activity' => _S('New Response'),
- 'threadentry' => $response));
+ $this->isanswered = 1;
+ $this->lastresponse = SqlFunction::NOW();
+ $this->save();
+ $vars = array_merge($options,
+ array(
+ 'activity' => _S('New Response'),
+ 'threadentry' => $response
+ )
+ );
$this->onActivity($vars);
}
@@ -1451,14 +1310,15 @@ implements RestrictedAccess, Threadable, TemplateVariable {
global $cfg;
if (!$entry instanceof ThreadEntry
- || !($recipients=$this->getRecipients())
- || !($dept=$this->getDept())
- || !($tpl=$dept->getTemplate())
- || !($msg=$tpl->getActivityNoticeMsgTemplate())
- || !($email=$dept->getEmail()))
+ || !($recipients=$this->getRecipients())
+ || !($dept=$this->getDept())
+ || !($tpl=$dept->getTemplate())
+ || !($msg=$tpl->getActivityNoticeMsgTemplate())
+ || !($email=$dept->getEmail())
+ ) {
return;
-
- //Who posted the entry?
+ }
+ // Who posted the entry?
$skip = array();
if ($entry instanceof Message) {
$poster = $entry->getUser();
@@ -1480,10 +1340,10 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
$vars = array_merge($vars, array(
- 'message' => (string) $entry,
- 'poster' => $poster ?: _S('A collaborator'),
- )
- );
+ 'message' => (string) $entry,
+ 'poster' => $poster ?: _S('A collaborator'),
+ )
+ );
$msg = $this->replaceVars($msg->asArray(), $vars);
@@ -1499,14 +1359,14 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$email->send($recipient, $notice['subj'], $notice['body'], $attachments,
$options);
}
-
- return;
}
function onMessage($message, $autorespond=true) {
global $cfg;
- db_query('UPDATE '.TICKET_TABLE.' SET isanswered=0,lastupdate=NOW(),lastmessage=NOW() WHERE ticket_id='.db_input($this->getId()));
+ $this->isanswered = 0;
+ $this->lastupdate = SqlFunction::NOW();
+ $this->save();
// Auto-assign to closing staff or last respondent
// If the ticket is closed and auto-claim is not enabled then put the
@@ -1550,28 +1410,31 @@ implements RestrictedAccess, Threadable, TemplateVariable {
elseif ($autorespond && ($dept=$this->getDept()))
$autorespond=$dept->autoRespONNewMessage();
+ if (!$autorespond
+ || !$cfg->autoRespONNewMessage()
+ || !$message
+ ) {
+ return; //no autoresp or alerts.
+ }
- if(!$autorespond
- || !$cfg->autoRespONNewMessage()
- || !$message) return; //no autoresp or alerts.
-
- $this->reload();
$dept = $this->getDept();
$email = $dept->getAutoRespEmail();
- //If enabled...send confirmation to user. ( New Message AutoResponse)
- if($email
- && ($tpl=$dept->getTemplate())
- && ($msg=$tpl->getNewMessageAutorepMsgTemplate())) {
-
+ // If enabled...send confirmation to user. ( New Message AutoResponse)
+ if ($email
+ && ($tpl=$dept->getTemplate())
+ && ($msg=$tpl->getNewMessageAutorepMsgTemplate())
+ ) {
$msg = $this->replaceVars($msg->asArray(),
- array(
- 'recipient' => $user,
- 'signature' => ($dept && $dept->isPublic())?$dept->getSignature():''));
-
+ array(
+ 'recipient' => $user,
+ 'signature' => ($dept && $dept->isPublic())?$dept->getSignature():''
+ )
+ );
$options = array(
- 'inreplyto'=>$message->getEmailMessageId(),
- 'thread'=>$message);
+ 'inreplyto' => $message->getEmailMessageId(),
+ 'thread' => $message
+ );
$email->sendAutoReply($user, $msg['subj'], $msg['body'],
null, $options);
}
@@ -1583,15 +1446,17 @@ implements RestrictedAccess, Threadable, TemplateVariable {
//TODO: do some shit
if (!$alert // Check if alert is enabled
- || !$cfg->alertONNewActivity()
- || !($dept=$this->getDept())
- || !($email=$cfg->getAlertEmail())
- || !($tpl = $dept->getTemplate())
- || !($msg=$tpl->getNoteAlertMsgTemplate()))
+ || !$cfg->alertONNewActivity()
+ || !($dept=$this->getDept())
+ || !($email=$cfg->getAlertEmail())
+ || !($tpl = $dept->getTemplate())
+ || !($msg=$tpl->getNoteAlertMsgTemplate())
+ ) {
return;
+ }
// Alert recipients
- $recipients=array();
+ $recipients = array();
//Last respondent.
if ($cfg->alertLastRespondentONNewActivity())
@@ -1599,7 +1464,6 @@ implements RestrictedAccess, Threadable, TemplateVariable {
// Assigned staff / team
if ($cfg->alertAssignedONNewActivity()) {
-
if (isset($vars['assignee'])
&& $vars['assignee'] instanceof Staff)
$recipients[] = $vars['assignee'];
@@ -1640,32 +1504,32 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$sentlist=array();
foreach ($recipients as $k=>$staff) {
if (!is_object($staff)
- // Don't bother vacationing staff.
- || !$staff->isAvailable()
- // No need to alert the poster!
- || $staffId == $staff->getId()
- // No duplicates.
- || isset($sentlist[$staff->getEmail()])
- // Make sure staff has access to ticket
- || ($isClosed && !$this->checkStaffPerm($staff))
- )
+ // Don't bother vacationing staff.
+ || !$staff->isAvailable()
+ // No need to alert the poster!
+ || $staffId == $staff->getId()
+ // No duplicates.
+ || isset($sentlist[$staff->getEmail()])
+ // Make sure staff has access to ticket
+ || ($isClosed && !$this->checkStaffPerm($staff))
+ ) {
continue;
+ }
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
$sentlist[$staff->getEmail()] = 1;
}
-
}
function onAssign($assignee, $comments, $alert=true) {
global $cfg, $thisstaff;
- if($this->isClosed()) $this->reopen(); //Assigned tickets must be open - otherwise why assign?
+ if ($this->isClosed())
+ $this->reopen(); //Assigned tickets must be open - otherwise why assign?
- //Assignee must be an object of type Staff or Team
- if(!$assignee || !is_object($assignee)) return false;
-
- $this->reload();
+ // Assignee must be an object of type Staff or Team
+ if (!$assignee || !is_object($assignee))
+ return false;
$user_comments = (bool) $comments;
$comments = $comments ?: _S('Ticket assignment');
@@ -1678,17 +1542,20 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$comments, $assigner, false);
}
- //See if we need to send alerts
- if(!$alert || !$cfg->alertONAssignment()) return true; //No alerts!
+ // See if we need to send alerts
+ if (!$alert || !$cfg->alertONAssignment())
+ return true; //No alerts!
$dept = $this->getDept();
- if(!$dept
- || !($tpl = $dept->getTemplate())
- || !($email = $dept->getAlertEmail()))
+ if (!$dept
+ || !($tpl = $dept->getTemplate())
+ || !($email = $dept->getAlertEmail())
+ ) {
return true;
+ }
- //recipients
- $recipients=array();
+ // Recipients
+ $recipients = array();
if ($assignee instanceof Staff) {
if ($cfg->alertStaffONAssignment())
$recipients[] = $assignee;
@@ -1699,82 +1566,97 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$recipients[] = $lead;
}
- //Get the message template
+ // Get the message template
if ($recipients
- && ($msg=$tpl->getAssignedAlertMsgTemplate())) {
-
+ && ($msg=$tpl->getAssignedAlertMsgTemplate())
+ ) {
$msg = $this->replaceVars($msg->asArray(),
- array('comments' => $comments,
- 'assignee' => $assignee,
- 'assigner' => $assigner
- ));
-
- //Send the alerts.
- $sentlist=array();
+ array('comments' => $comments,
+ 'assignee' => $assignee,
+ 'assigner' => $assigner
+ )
+ );
+ // Send the alerts.
+ $sentlist = array();
$options = array(
'inreplyto'=>$note->getEmailMessageId(),
'references'=>$note->getEmailReferences(),
'thread'=>$note);
- foreach( $recipients as $k=>$staff) {
- if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
+ foreach ($recipients as $k=>$staff) {
+ if (!is_object($staff)
+ || !$staff->isAvailable()
+ || in_array($staff->getEmail(), $sentlist)
+ ) {
+ continue;
+ }
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
$sentlist[] = $staff->getEmail();
}
}
-
return true;
}
function onOverdue($whine=true, $comments="") {
global $cfg;
- if($whine && ($sla=$this->getSLA()) && !$sla->alertOnOverdue())
+ if ($whine && ($sla = $this->getSLA()) && !$sla->alertOnOverdue())
$whine = false;
- //check if we need to send alerts.
- if(!$whine
- || !$cfg->alertONOverdueTicket()
- || !($dept = $this->getDept()))
+ // Check if we need to send alerts.
+ if (!$whine
+ || !$cfg->alertONOverdueTicket()
+ || !($dept = $this->getDept())
+ ) {
return true;
-
- //Get the message template
- if(($tpl = $dept->getTemplate())
- && ($msg=$tpl->getOverdueAlertMsgTemplate())
- && ($email = $dept->getAlertEmail())) {
-
+ }
+ // Get the message template
+ if (($tpl = $dept->getTemplate())
+ && ($msg=$tpl->getOverdueAlertMsgTemplate())
+ && ($email = $dept->getAlertEmail())
+ ) {
$msg = $this->replaceVars($msg->asArray(),
- array('comments' => $comments));
-
- //recipients
- $recipients=array();
- //Assigned staff or team... if any
- if($this->isAssigned() && $cfg->alertAssignedONOverdueTicket()) {
- if($this->getStaffId())
+ array('comments' => $comments)
+ );
+ // Recipients
+ $recipients = array();
+ // Assigned staff or team... if any
+ if ($this->isAssigned() && $cfg->alertAssignedONOverdueTicket()) {
+ if ($this->getStaffId()) {
$recipients[]=$this->getStaff();
- elseif($this->getTeamId() && ($team=$this->getTeam()) && ($members=$team->getMembers()))
+ }
+ elseif ($this->getTeamId()
+ && ($team = $this->getTeam())
+ && ($members = $team->getMembers())
+ ) {
$recipients=array_merge($recipients, $members);
- } elseif($cfg->alertDeptMembersONOverdueTicket() && !$this->isAssigned()) {
- //Only alerts dept members if the ticket is NOT assigned.
+ }
+ }
+ elseif ($cfg->alertDeptMembersONOverdueTicket() && !$this->isAssigned()) {
+ // Only alerts dept members if the ticket is NOT assigned.
if ($members = $dept->getMembersForAlerts())
$recipients = array_merge($recipients, $members);
}
- //Always alert dept manager??
- if($cfg->alertDeptManagerONOverdueTicket() && $dept && ($manager=$dept->getManager()))
+ // Always alert dept manager??
+ if ($cfg->alertDeptManagerONOverdueTicket()
+ && $dept && ($manager=$dept->getManager())
+ ) {
$recipients[]= $manager;
-
- $sentlist=array();
- foreach( $recipients as $k=>$staff) {
- if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
+ }
+ $sentlist = array();
+ foreach ($recipients as $k=>$staff) {
+ if (!is_object($staff)
+ || !$staff->isAvailable()
+ || in_array($staff->getEmail(), $sentlist)
+ ) {
+ continue;
+ }
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null);
$sentlist[] = $staff->getEmail();
}
-
}
-
return true;
-
}
// TemplateVariable interface
@@ -1785,47 +1667,46 @@ implements RestrictedAccess, Threadable, TemplateVariable {
function getVar($tag) {
global $cfg;
- if($tag && is_callable(array($this, 'get'.ucfirst($tag))))
+ if ($tag && is_callable(array($this, 'get'.ucfirst($tag))))
return call_user_func(array($this, 'get'.ucfirst($tag)));
switch(mb_strtolower($tag)) {
- case 'phone':
- case 'phone_number':
- return $this->getPhoneNumber();
- break;
- case 'auth_token':
- return $this->getOldAuthToken();
- break;
- case 'client_link':
- return sprintf('%s/view.php?t=%s',
- $cfg->getBaseUrl(), $this->getNumber());
- break;
- case 'staff_link':
- return sprintf('%s/scp/tickets.php?id=%d', $cfg->getBaseUrl(), $this->getId());
- break;
- case 'create_date':
- return new FormattedDate($this->getCreateDate());
- break;
- case 'due_date':
- if ($due = $this->getEstDueDate())
- return new FormattedDate($due);
- break;
- case 'close_date':
- if ($this->isClosed())
- return new FormattedDate($this->getCloseDate());
- break;
- case 'last_update':
- return new FormattedDate($this->last_update);
- case 'user':
- return $this->getOwner();
- default:
- if (isset($this->_answers[$tag]))
- // The answer object is retrieved here which will
- // automatically invoke the toString() method when the
- // answer is coerced into text
- return $this->_answers[$tag];
+ case 'phone':
+ case 'phone_number':
+ return $this->getPhoneNumber();
+ break;
+ case 'auth_token':
+ return $this->getOldAuthToken();
+ break;
+ case 'client_link':
+ return sprintf('%s/view.php?t=%s',
+ $cfg->getBaseUrl(), $this->getNumber());
+ break;
+ case 'staff_link':
+ return sprintf('%s/scp/tickets.php?id=%d', $cfg->getBaseUrl(), $this->getId());
+ break;
+ case 'create_date':
+ return new FormattedDate($this->getCreateDate());
+ break;
+ case 'due_date':
+ if ($due = $this->getEstDueDate())
+ return new FormattedDate($due);
+ break;
+ case 'close_date':
+ if ($this->isClosed())
+ return new FormattedDate($this->getCloseDate());
+ break;
+ case 'last_update':
+ return new FormattedDate($this->last_update);
+ case 'user':
+ return $this->getOwner();
+ default:
+ if (isset($this->_answers[$tag]))
+ // The answer object is retrieved here which will
+ // automatically invoke the toString() method when the
+ // answer is coerced into text
+ return $this->_answers[$tag];
}
-
return false;
}
@@ -1891,7 +1772,6 @@ implements RestrictedAccess, Threadable, TemplateVariable {
global $ost;
$vars = array_merge($vars, array('ticket' => $this));
-
return $ost->replaceTemplateVariables($input, $vars);
}
@@ -1904,16 +1784,13 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function markOverdue($whine=true) {
-
global $cfg;
- if($this->isOverdue())
+ if ($this->isOverdue())
return true;
- $sql='UPDATE '.TICKET_TABLE.' SET isoverdue=1, updated=NOW() '
- .' WHERE ticket_id='.db_input($this->getId());
-
- if(!db_query($sql) || !db_affected_rows())
+ $this->isoverdue = 1;
+ if (!$this->save())
return false;
$this->logEvent('overdue');
@@ -1923,30 +1800,26 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
function clearOverdue() {
-
- if(!$this->isOverdue())
+ if (!$this->isOverdue())
return true;
//NOTE: Previously logged overdue event is NOT annuled.
- $sql='UPDATE '.TICKET_TABLE.' SET isoverdue=0, updated=NOW() ';
+ $this->isoverdue = 0;
- //clear due date if it's in the past
- if($this->getDueDate() && Misc::db2gmtime($this->getDueDate()) <= Misc::gmtime())
- $sql.=', duedate=NULL';
+ // clear due date if it's in the past
+ if ($this->getDueDate() && Misc::db2gmtime($this->getDueDate()) <= Misc::gmtime())
+ $this->duedate = null;
- //Clear SLA if est. due date is in the past
- if($this->getSLADueDate() && Misc::db2gmtime($this->getSLADueDate()) <= Misc::gmtime())
- $sql.=', sla_id=0 ';
-
- $sql.=' WHERE ticket_id='.db_input($this->getId());
+ // Clear SLA if est. due date is in the past
+ if ($this->getSLADueDate() && Misc::db2gmtime($this->getSLADueDate()) <= Misc::gmtime())
+ $this->sla = null;
- return (db_query($sql) && db_affected_rows());
+ return $this->save();
}
//Dept Tranfer...with alert.. done by staff
- function transfer($deptId, $comments, $alert = true) {
-
+ function transfer($deptId, $comments, $alert=true) {
global $cfg, $thisstaff;
if (!$this->checkStaffPerm($thisstaff, TicketModel::PERM_TRANSFER))
@@ -1954,25 +1827,26 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$currentDept = $this->getDeptName(); //Current department
- if(!$deptId || !$this->setDeptId($deptId))
+ if (!$deptId || !$this->setDeptId($deptId))
return false;
// Reopen ticket if closed
- if($this->isClosed()) $this->reopen();
+ if ($this->isClosed())
+ $this->reopen();
- $this->reload();
$dept = $this->getDept();
// Set SLA of the new department
- if(!$this->getSLAId() || $this->getSLA()->isTransient())
+ if (!$this->getSLAId() || $this->getSLA()->isTransient())
$this->selectSLAId();
// Make sure the new department allows assignment to the
// currently assigned agent (if any)
if ($this->isAssigned()
- && ($staff=$this->getStaff())
- && $dept->assignMembersOnly()
- && !$dept->isMember($staff)) {
+ && ($staff=$this->getStaff())
+ && $dept->assignMembersOnly()
+ && !$dept->isMember($staff)
+ ) {
$this->setStaffId(0);
}
@@ -1992,44 +1866,56 @@ implements RestrictedAccess, Threadable, TemplateVariable {
return true; //no alerts!!
if (($email = $dept->getAlertEmail())
- && ($tpl = $dept->getTemplate())
- && ($msg=$tpl->getTransferAlertMsgTemplate())) {
-
+ && ($tpl = $dept->getTemplate())
+ && ($msg=$tpl->getTransferAlertMsgTemplate())
+ ) {
$msg = $this->replaceVars($msg->asArray(),
array('comments' => $comments, 'staff' => $thisstaff));
- //recipients
- $recipients=array();
- //Assigned staff or team... if any
+ // Recipients
+ $recipients = array();
+ // Assigned staff or team... if any
if($this->isAssigned() && $cfg->alertAssignedONTransfer()) {
if($this->getStaffId())
- $recipients[]=$this->getStaff();
- elseif($this->getTeamId() && ($team=$this->getTeam()) && ($members=$team->getMembers()))
+ $recipients[] = $this->getStaff();
+ elseif ($this->getTeamId()
+ && ($team=$this->getTeam())
+ && ($members=$team->getMembers())
+ ) {
$recipients = array_merge($recipients, $members);
- } elseif($cfg->alertDeptMembersONTransfer() && !$this->isAssigned()) {
- //Only alerts dept members if the ticket is NOT assigned.
- if(($members=$dept->getMembersForAlerts()))
+ }
+ }
+ elseif ($cfg->alertDeptMembersONTransfer() && !$this->isAssigned()) {
+ // Only alerts dept members if the ticket is NOT assigned.
+ if ($members = $dept->getMembersForAlerts())
$recipients = array_merge($recipients, $members);
}
- //Always alert dept manager??
- if($cfg->alertDeptManagerONTransfer() && $dept && ($manager=$dept->getManager()))
- $recipients[]= $manager;
-
- $sentlist = $options = array();
+ // Always alert dept manager??
+ if ($cfg->alertDeptManagerONTransfer()
+ && $dept
+ && ($manager=$dept->getManager())
+ ) {
+ $recipients[] = $manager;
+ }
+ $sentlist = array();
if ($note) {
$options += array(
'inreplyto'=>$note->getEmailMessageId(),
'references'=>$note->getEmailReferences(),
'thread'=>$note);
}
- foreach( $recipients as $k=>$staff) {
- if(!is_object($staff) || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
+ foreach ($recipients as $k=>$staff) {
+ if (!is_object($staff)
+ || !$staff->isAvailable()
+ || in_array($staff->getEmail(), $sentlist)
+ ) {
+ continue;
+ }
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
$sentlist[] = $staff->getEmail();
}
}
-
return true;
}
@@ -2048,7 +1934,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
function assignToStaff($staff, $note, $alert=true) {
- if(!is_object($staff) && !($staff=Staff::lookup($staff)))
+ if(!is_object($staff) && !($staff = Staff::lookup($staff)))
return false;
if (!$staff->isAvailable() || !$this->setStaffId($staff->getId()))
@@ -2069,7 +1955,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
function assignToTeam($team, $note, $alert=true) {
- if(!is_object($team) && !($team=Team::lookup($team)))
+ if(!is_object($team) && !($team = Team::lookup($team)))
return false;
if (!$team->isActive() || !$this->setTeamId($team->getId()))
@@ -2077,7 +1963,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
//Clear - staff if it's a closed ticket
// staff_id is overloaded -> assigned to & closed by.
- if($this->isClosed())
+ if ($this->isClosed())
$this->setStaffId(0);
$this->onAssign($team, $note, $alert);
@@ -2090,39 +1976,39 @@ implements RestrictedAccess, Threadable, TemplateVariable {
function assign($assignId, $note, $alert=true) {
global $thisstaff;
- $rv=0;
- $id=preg_replace("/[^0-9]/", "", $assignId);
- if($assignId[0]=='t') {
- $rv=$this->assignToTeam($id, $note, $alert);
- } elseif($assignId[0]=='s' || is_numeric($assignId)) {
- $alert=($alert && $thisstaff && $thisstaff->getId()==$id)?false:$alert; //No alerts on self assigned tickets!!!
- //We don't care if a team is already assigned to the ticket - staff assignment takes precedence
- $rv=$this->assignToStaff($id, $note, $alert);
+ $rv = 0;
+ $id = preg_replace("/[^0-9]/", "", $assignId);
+ if ($assignId[0] == 't') {
+ $rv = $this->assignToTeam($id, $note, $alert);
+ }
+ elseif ($assignId[0] == 's' || is_numeric($assignId)) {
+ $alert = ($alert && $thisstaff && $thisstaff->getId() == $id)
+ ? false : $alert; //No alerts on self assigned tickets!!!
+ // We don't care if a team is already assigned to the ticket -
+ // staff assignment takes precedence
+ $rv = $this->assignToStaff($id, $note, $alert);
}
-
return $rv;
}
- //unassign primary assignee
+ // Unassign primary assignee
function unassign() {
-
- if(!$this->isAssigned()) //We can't release what is not assigned buddy!
+ // We can't release what is not assigned buddy!
+ if (!$this->isAssigned())
return true;
- //We can only unassigned OPEN tickets.
- if($this->isClosed())
+ // We can only unassigned OPEN tickets.
+ if ($this->isClosed())
return false;
- //Unassign staff (if any)
- if($this->getStaffId() && !$this->setStaffId(0))
+ // Unassign staff (if any)
+ if ($this->getStaffId() && !$this->setStaffId(0))
return false;
- //unassign team (if any)
- if($this->getTeamId() && !$this->setTeamId(0))
+ // Unassign team (if any)
+ if ($this->getTeamId() && !$this->setTeamId(0))
return false;
- $this->reload();
-
return true;
}
@@ -2135,20 +2021,18 @@ implements RestrictedAccess, Threadable, TemplateVariable {
global $thisstaff;
if (!$user
- || ($user->getId() == $this->getOwnerId())
- || !($this->checkStaffPerm($thisstaff,
- TicketModel::PERM_EDIT)))
+ || ($user->getId() == $this->getOwnerId())
+ || !($this->checkStaffPerm($thisstaff,
+ TicketModel::PERM_EDIT))
+ ) {
return false;
+ }
- $sql ='UPDATE '.TICKET_TABLE.' SET updated = NOW() '
- .', user_id = '.db_input($user->getId())
- .' WHERE ticket_id = '.db_input($this->getId());
-
- if (!db_query($sql) || !db_affected_rows())
+ $this->user_id = $user->getId();
+ if (!$this->save())
return false;
- $this->ht['user_id'] = $user->getId();
- $this->user = null;
+ unset($this->user);
$this->collaborators = null;
$this->recipients = null;
@@ -2165,32 +2049,33 @@ implements RestrictedAccess, Threadable, TemplateVariable {
return true;
}
- //Insert message from client
+ // Insert message from client
function postMessage($vars, $origin='', $alerts=true) {
global $cfg;
if ($origin)
$vars['origin'] = $origin;
- if(isset($vars['ip']))
+ if (isset($vars['ip']))
$vars['ip_address'] = $vars['ip'];
- elseif(!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
+ elseif (!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
$vars['ip_address'] = $_SERVER['REMOTE_ADDR'];
$errors = array();
- if(!($message = $this->getThread()->addMessage($vars, $errors)))
+ if (!($message = $this->getThread()->addMessage($vars, $errors)))
return null;
$this->setLastMessage($message);
- //Add email recipients as collaborators...
+ // Add email recipients as collaborators...
if ($vars['recipients']
- && (strtolower($origin) != 'email' || ($cfg && $cfg->addCollabsViaEmail()))
- //Only add if we have a matched local address
- && $vars['to-email-id']) {
+ && (strtolower($origin) != 'email' || ($cfg && $cfg->addCollabsViaEmail()))
+ //Only add if we have a matched local address
+ && $vars['to-email-id']
+ ) {
//New collaborators added by other collaborators are disable --
// requires staff approval.
$info = array(
- 'isactive' => ($message->getUserId() == $this->getUserId())? 1: 0);
+ 'isactive' => ($message->getUserId() == $this->getUserId())? 1: 0);
$collabs = array();
foreach ($vars['recipients'] as $recipient) {
// Skip virtual delivered-to addresses
@@ -2199,15 +2084,21 @@ implements RestrictedAccess, Threadable, TemplateVariable {
if (($user=User::fromVars($recipient)))
if ($c=$this->addCollaborator($user, $info, $errors))
+ // FIXME: This feels very unwise — should be a
+ // string indexed array for future
$collabs[] = array((string)$c, $recipient['source']);
}
- //TODO: Can collaborators add others?
+ // TODO: Can collaborators add others?
if ($collabs) {
$this->logEvent('collab', array('add' => $collabs));
}
}
- if(!$alerts) return $message; //Our work is done...
+ // Set the last message time here
+ $this->lastmessage = SqlFunction::NOW();
+
+ if (!$alerts)
+ return $message; //Our work is done...
// Do not auto-respond to bounces and other auto-replies
$autorespond = isset($vars['flags'])
@@ -2222,29 +2113,27 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$this->notifyCollaborators($message, array('signature' => ''));
$dept = $this->getDept();
-
-
$variables = array(
- 'message' => $message,
- 'poster' => ($vars['poster'] ? $vars['poster'] : $this->getName())
- );
+ 'message' => $message,
+ 'poster' => ($vars['poster'] ? $vars['poster'] : $this->getName())
+ );
$options = array(
- 'inreplyto' => $message->getEmailMessageId(),
- 'references' => $message->getEmailReferences(),
- 'thread'=>$message);
- //If enabled...send alert to staff (New Message Alert)
- if($cfg->alertONNewMessage()
- && ($email = $dept->getAlertEmail())
- && ($tpl = $dept->getTemplate())
- && ($msg = $tpl->getNewMessageAlertMsgTemplate())) {
-
+ 'inreplyto' => $message->getEmailMessageId(),
+ 'references' => $message->getEmailReferences(),
+ 'thread'=>$message
+ );
+ // If enabled...send alert to staff (New Message Alert)
+ if ($cfg->alertONNewMessage()
+ && ($email = $dept->getAlertEmail())
+ && ($tpl = $dept->getTemplate())
+ && ($msg = $tpl->getNewMessageAlertMsgTemplate())
+ ) {
$msg = $this->replaceVars($msg->asArray(), $variables);
-
- //Build list of recipients and fire the alerts.
- $recipients=array();
+ // Build list of recipients and fire the alerts.
+ $recipients = array();
//Last respondent.
- if($cfg->alertLastRespondentONNewMessage() || $cfg->alertAssignedONNewMessage())
- $recipients[]=$this->getLastRespondent();
+ if ($cfg->alertLastRespondentONNewMessage() || $cfg->alertAssignedONNewMessage())
+ $recipients[] = $this->getLastRespondent();
//Assigned staff if any...could be the last respondent
if ($cfg->alertAssignedONNewMessage() && $this->isAssigned()) {
@@ -2254,9 +2143,13 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$recipients = array_merge($recipients, $team->getMembers());
}
- //Dept manager
- if($cfg->alertDeptManagerONNewMessage() && $dept && ($manager=$dept->getManager()))
+ // Dept manager
+ if ($cfg->alertDeptManagerONNewMessage()
+ && $dept
+ && ($manager = $dept->getManager())
+ ) {
$recipients[]=$manager;
+ }
// Account manager
if ($cfg->alertAcctManagerONNewMessage()
@@ -2268,67 +2161,75 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$recipients[] = $acct_manager;
}
- $sentlist=array(); //I know it sucks...but..it works.
- foreach( $recipients as $k=>$staff) {
- if(!$staff || !$staff->getEmail() || !$staff->isAvailable() || in_array($staff->getEmail(), $sentlist)) continue;
+ $sentlist = array(); //I know it sucks...but..it works.
+ foreach ($recipients as $k=>$staff) {
+ if (!$staff || !$staff->getEmail()
+ || !$staff->isAvailable()
+ || in_array($staff->getEmail(), $sentlist)
+ ) {
+ continue;
+ }
$alert = $this->replaceVars($msg, array('recipient' => $staff));
$email->sendAlert($staff, $alert['subj'], $alert['body'], null, $options);
$sentlist[] = $staff->getEmail();
}
}
-
return $message;
}
function postCannedReply($canned, $message, $alert=true) {
global $ost, $cfg;
- if((!is_object($canned) && !($canned=Canned::lookup($canned))) || !$canned->isEnabled())
+ if ((!is_object($canned) && !($canned=Canned::lookup($canned)))
+ || !$canned->isEnabled()
+ ) {
return false;
-
+ }
$files = array();
foreach ($canned->attachments->getAll() as $file)
$files[] = $file['id'];
if ($cfg->isRichTextEnabled())
$response = new HtmlThreadEntryBody(
- $this->replaceVars($canned->getHtml()));
+ $this->replaceVars($canned->getHtml()));
else
$response = new TextThreadEntryBody(
- $this->replaceVars($canned->getPlainText()));
+ $this->replaceVars($canned->getPlainText()));
$info = array('msgId' => $message instanceof ThreadEntry ? $message->getId() : 0,
'poster' => __('SYSTEM (Canned Reply)'),
'response' => $response,
- 'cannedattachments' => $files);
-
+ 'cannedattachments' => $files
+ );
$errors = array();
- if(!($response=$this->postReply($info, $errors, false)))
+ if (!($response=$this->postReply($info, $errors, false)))
return null;
$this->markUnAnswered();
- if(!$alert) return $response;
+ if (!$alert)
+ return $response;
$dept = $this->getDept();
- if(($email=$dept->getEmail())
- && ($tpl = $dept->getTemplate())
- && ($msg=$tpl->getAutoReplyMsgTemplate())) {
-
- if($dept && $dept->isPublic())
+ if (($email=$dept->getEmail())
+ && ($tpl = $dept->getTemplate())
+ && ($msg=$tpl->getAutoReplyMsgTemplate())
+ ) {
+ if ($dept && $dept->isPublic())
$signature=$dept->getSignature();
else
$signature='';
$msg = $this->replaceVars($msg->asArray(),
- array(
- 'response' => $response,
- 'signature' => $signature,
- 'recipient' => $this->getOwner(),
- ));
-
- $attachments =($cfg->emailAttachments() && $files)?$response->getAttachments():array();
+ array(
+ 'response' => $response,
+ 'signature' => $signature,
+ 'recipient' => $this->getOwner(),
+ )
+ );
+ $attachments = ($cfg->emailAttachments() && $files)
+ ? $response->getAttachments() : array();
$options = array(
'inreplyto'=>$response->getEmailMessageId(),
'references'=>$response->getEmailReferences(),
@@ -2336,7 +2237,6 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$email->sendAutoReply($this, $msg['subj'], $msg['body'], $attachments,
$options);
}
-
return $response;
}
@@ -2345,71 +2245,79 @@ implements RestrictedAccess, Threadable, TemplateVariable {
global $thisstaff, $cfg;
- if(!$vars['poster'] && $thisstaff)
+ if (!$vars['poster'] && $thisstaff)
$vars['poster'] = $thisstaff;
- if(!$vars['staffId'] && $thisstaff)
+ if (!$vars['staffId'] && $thisstaff)
$vars['staffId'] = $thisstaff->getId();
if (!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
$vars['ip_address'] = $_SERVER['REMOTE_ADDR'];
- if(!($response = $this->getThread()->addResponse($vars, $errors)))
+ if (!($response = $this->getThread()->addResponse($vars, $errors)))
return null;
$assignee = $this->getStaff();
// Set status - if checked.
if ($vars['reply_status_id']
- && $vars['reply_status_id'] != $this->getStatusId())
+ && $vars['reply_status_id'] != $this->getStatusId()
+ ) {
$this->setStatus($vars['reply_status_id']);
+ }
// Claim on response bypasses the department assignment restrictions
- if($thisstaff && $this->isOpen() && !$this->getStaffId()
- && $cfg->autoClaimTickets())
+ if ($thisstaff && $this->isOpen() && !$this->getStaffId()
+ && $cfg->autoClaimTickets()
+ ) {
$this->setStaffId($thisstaff->getId()); //direct assignment;
+ }
- $this->lastrespondent = null;
+ $this->lastrespondent = null; // XXX: Set to $response->staff?
$this->onResponse($response, array('assignee' => $assignee)); //do house cleaning..
/* email the user?? - if disabled - then bail out */
- if (!$alert) return $response;
+ if (!$alert)
+ return $response;
$dept = $this->getDept();
- if($thisstaff && $vars['signature']=='mine')
+ if ($thisstaff && $vars['signature']=='mine')
$signature=$thisstaff->getSignature();
- elseif($vars['signature']=='dept' && $dept && $dept->isPublic())
+ elseif ($vars['signature']=='dept' && $dept && $dept->isPublic())
$signature=$dept->getSignature();
else
$signature='';
$variables = array(
- 'response' => $response,
- 'signature' => $signature,
- 'staff' => $thisstaff,
- 'poster' => $thisstaff);
+ 'response' => $response,
+ 'signature' => $signature,
+ 'staff' => $thisstaff,
+ 'poster' => $thisstaff
+ );
$options = array(
- 'inreplyto' => $response->getEmailMessageId(),
- 'references' => $response->getEmailReferences(),
- 'thread'=>$response);
-
- if(($email=$dept->getEmail())
- && ($tpl = $dept->getTemplate())
- && ($msg=$tpl->getReplyMsgTemplate())) {
+ 'inreplyto' => $response->getEmailMessageId(),
+ 'references' => $response->getEmailReferences(),
+ 'thread'=>$response
+ );
+ if (($email=$dept->getEmail())
+ && ($tpl = $dept->getTemplate())
+ && ($msg=$tpl->getReplyMsgTemplate())
+ ) {
$msg = $this->replaceVars($msg->asArray(),
- $variables + array('recipient' => $this->getOwner()));
-
+ $variables + array('recipient' => $this->getOwner())
+ );
$attachments = $cfg->emailAttachments()?$response->getAttachments():array();
$email->send($this->getOwner(), $msg['subj'], $msg['body'], $attachments,
$options);
}
- if($vars['emailcollab'])
+ if ($vars['emailcollab']) {
$this->notifyCollaborators($response,
- array('signature' => $signature));
-
+ array('signature' => $signature)
+ );
+ }
return $response;
}
@@ -2425,20 +2333,19 @@ implements RestrictedAccess, Threadable, TemplateVariable {
//Insert Internal Notes
function logNote($title, $note, $poster='SYSTEM', $alert=true) {
-
- $errors = array();
- //Unless specified otherwise, assume HTML
+ // Unless specified otherwise, assume HTML
if ($note && is_string($note))
$note = new HtmlThreadEntryBody($note);
+ $errors = array();
return $this->postNote(
- array(
- 'title' => $title,
- 'note' => $note,
- ),
- $errors,
- $poster,
- $alert
+ array(
+ 'title' => $title,
+ 'note' => $note,
+ ),
+ $errors,
+ $poster,
+ $alert
);
}
@@ -2447,7 +2354,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
//Who is posting the note - staff or system?
$vars['staffId'] = 0;
- if($poster && is_object($poster)) {
+ if ($poster && is_object($poster)) {
$vars['staffId'] = $poster->getId();
$vars['poster'] = $poster->getName();
}
@@ -2460,7 +2367,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
if (!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
$vars['ip_address'] = $_SERVER['REMOTE_ADDR'];
- if(!($note=$this->getThread()->addNote($vars, $errors)))
+ if (!($note=$this->getThread()->addNote($vars, $errors)))
return null;
$alert = $alert && (
@@ -2474,7 +2381,8 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$assignee = $this->getStaff();
if ($vars['note_status_id']
- && ($status=TicketStatus::lookup($vars['note_status_id']))) {
+ && ($status=TicketStatus::lookup($vars['note_status_id']))
+ ) {
if ($this->setStatus($status))
$this->reload();
}
@@ -2502,7 +2410,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
}
- //Print ticket... export the ticket thread as PDF.
+ // Print ticket... export the ticket thread as PDF.
function pdfExport($psize='Letter', $notes=false) {
global $thisstaff;
@@ -2515,7 +2423,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
}
$pdf = new Ticket2PDF($this, $psize, $notes);
- $name='Ticket-'.$this->getNumber().'.pdf';
+ $name = 'Ticket-'.$this->getNumber().'.pdf';
Http::download($name, 'application/pdf', $pdf->Output($name, 'S'));
//Remember what the user selected - for autoselect on the next print.
$_SESSION['PAPER_SIZE'] = $psize;
@@ -2529,8 +2437,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
// Fetch thread prior to removing ticket entry
$t = $this->getThread();
- $sql = 'DELETE FROM '.TICKET_TABLE.' WHERE ticket_id='.$this->getId().' LIMIT 1';
- if(!db_query($sql) || !db_affected_rows())
+ if (!parent::delete())
return false;
$t->delete();
@@ -2540,23 +2447,21 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$this->deleteDrafts();
- $sql = 'DELETE FROM '.TICKET_TABLE.'__cdata WHERE `ticket_id`='
- .db_input($this->getId());
- // If the CDATA table doesn't exist, that's not an error
- db_query($sql, false);
+ if ($this->cdata)
+ $this->cdata->delete();
// Log delete
$log = sprintf(__('Ticket #%1$s deleted by %2$s'),
- $this->getNumber(),
- $thisstaff ? $thisstaff->getName() : __('SYSTEM'));
-
+ $this->getNumber(),
+ $thisstaff ? $thisstaff->getName() : __('SYSTEM')
+ );
if ($comments)
$log .= sprintf('<hr>%s', $comments);
$ost->logDebug(
- sprintf( __('Ticket #%s deleted'), $this->getNumber()),
- $log);
-
+ sprintf( __('Ticket #%s deleted'), $this->getNumber()),
+ $log
+ );
return true;
}
@@ -2564,33 +2469,41 @@ implements RestrictedAccess, Threadable, TemplateVariable {
Draft::deleteForNamespace('ticket.%.' . $this->getId());
}
- function update($vars, &$errors) {
+ function save($refetch=false) {
+ if ($this->dirty) {
+ $this->updated = SqlFunction::NOW();
+ }
+ return parent::save($this->dirty || $refetch);
+ }
+ function update($vars, &$errors) {
global $cfg, $thisstaff;
if (!$cfg
- || !($this->checkStaffPerm($thisstaff,
- TicketModel::PERM_EDIT)))
+ || !($this->checkStaffPerm($thisstaff,
+ TicketModel::PERM_EDIT))
+ ) {
return false;
-
- $fields=array();
+ }
+ $fields = array();
$fields['topicId'] = array('type'=>'int', 'required'=>1, 'error'=>__('Help topic selection is required'));
$fields['slaId'] = array('type'=>'int', 'required'=>0, 'error'=>__('Select a valid SLA'));
$fields['duedate'] = array('type'=>'date', 'required'=>0, 'error'=>__('Invalid date format - must be MM/DD/YY'));
$fields['user_id'] = array('type'=>'int', 'required'=>0, 'error'=>__('Invalid user-id'));
- if(!Validator::process($fields, $vars, $errors) && !$errors['err'])
+ if (!Validator::process($fields, $vars, $errors) && !$errors['err'])
$errors['err'] = __('Missing or invalid data - check the errors and try again');
- if($vars['duedate']) {
- if($this->isClosed())
+ if ($vars['duedate']) {
+ if ($this->isClosed())
$errors['duedate']=__('Due date can NOT be set on a closed ticket');
- elseif(!$vars['time'] || strpos($vars['time'],':')===false)
+ elseif (!$vars['time'] || strpos($vars['time'],':') === false)
$errors['time']=__('Select a time from the list');
- elseif(strtotime($vars['duedate'].' '.$vars['time'])===false)
+ elseif (strtotime($vars['duedate'].' '.$vars['time']) === false)
$errors['duedate']=__('Invalid due date');
- elseif(strtotime($vars['duedate'].' '.$vars['time'])<=time())
+ // FIXME: Using time() violates database and user timezone
+ elseif (strtotime($vars['duedate'].' '.$vars['time']) <= time())
$errors['duedate']=__('Due date must be in the future');
}
@@ -2611,21 +2524,20 @@ implements RestrictedAccess, Threadable, TemplateVariable {
if ($errors)
return false;
- $sql='UPDATE '.TICKET_TABLE.' SET updated=NOW() '
- .' ,topic_id='.db_input($vars['topicId'])
- .' ,sla_id='.db_input($vars['slaId'])
- .' ,source='.db_input($vars['source'])
- .' ,duedate='.($vars['duedate']?db_input(date('Y-m-d G:i',Misc::dbtime($vars['duedate'].' '.$vars['time']))):'NULL');
+ $this->topic_id = $vars['topic_id'];
+ $this->sla_id = $vars['sla_id'];
+ $this->source = $vars['source'];
+ $this->duedate = $vars['duedate']
+ ? date('Y-m-d G:i',Misc::dbtime($vars['duedate'].' '.$vars['time']))
+ : null;
- if($vars['user_id'])
- $sql.=', user_id='.db_input($vars['user_id']);
- if($vars['duedate']) { //We are setting new duedate...
- $sql.=' ,isoverdue=0';
- }
-
- $sql.=' WHERE ticket_id='.db_input($this->getId());
+ if ($vars['user_id'])
+ $this->user_id = $vars['user_id'];
+ if ($vars['duedate'])
+ // We are setting new duedate...
+ $this->isoverdue = 0;
- if(!db_query($sql) || !db_affected_rows())
+ if (!$this->save())
return false;
if ($vars['note'])
@@ -2652,13 +2564,12 @@ implements RestrictedAccess, Threadable, TemplateVariable {
if ($changes)
$this->logEvent('edited', array('fields' => $changes));
- // Reload the ticket so we can do further checking
- $this->reload();
-
// Reselect SLA if transient
if (!$keepSLA
- && (!$this->getSLA() || $this->getSLA()->isTransient()))
+ && (!$this->getSLA() || $this->getSLA()->isTransient())
+ ) {
$this->selectSLAId();
+ }
// Update estimated due date in database
$estimatedDueDate = $this->getEstDueDate();
@@ -2666,9 +2577,9 @@ implements RestrictedAccess, Threadable, TemplateVariable {
// Clear overdue flag if duedate or SLA changes and the ticket is no longer overdue.
if($this->isOverdue()
- && (!$estimatedDueDate //Duedate + SLA cleared
- || Misc::db2gmtime($estimatedDueDate) > Misc::gmtime() //New due date in the future.
- )) {
+ && (!$estimatedDueDate //Duedate + SLA cleared
+ || Misc::db2gmtime($estimatedDueDate) > Misc::gmtime() //New due date in the future.
+ )) {
$this->clearOverdue();
}
@@ -2676,60 +2587,37 @@ implements RestrictedAccess, Threadable, TemplateVariable {
return true;
}
-
/*============== Static functions. Use Ticket::function(params); =============nolint*/
- function getIdByNumber($number, $email=null) {
+ function getIdByNumber($number, $email=null, $ticket=false) {
- if(!$number)
+ if (!$number)
return 0;
- $sql ='SELECT ticket.ticket_id FROM '.TICKET_TABLE.' ticket '
- .' LEFT JOIN '.USER_TABLE.' user ON user.id = ticket.user_id'
- .' LEFT JOIN '.USER_EMAIL_TABLE.' email ON user.id = email.user_id'
- .' WHERE ticket.`number`='.db_input($number);
+ $query = static::objects()
+ ->filter(array('number' => $number));
- if($email)
- $sql .= ' AND email.address = '.db_input($email);
+ if ($email)
+ $query->filter(array('user__emails__address' => $email));
- if(($res=db_query($sql)) && db_num_rows($res))
- list($id)=db_fetch_row($res);
- return $id;
- }
-
-
-
- function lookup($id) { //Assuming local ID is the only lookup used!
- return ($id
- && is_numeric($id)
- && ($ticket= new Ticket($id))
- && $ticket->getId()==$id)
- ?$ticket:null;
+ if (!$ticket) {
+ $query = $query->values_flat('ticket_id');
+ if ($row = $query->first())
+ return $row[0];
+ }
+ else {
+ return $query->first();
+ }
}
function lookupByNumber($number, $email=null) {
- return self::lookup(self:: getIdByNumber($number, $email));
+ return self::getIdByNumber($number, $email, true);
}
static function isTicketNumberUnique($number) {
- return 0 == db_num_rows(db_query(
- 'SELECT ticket_id FROM '.TICKET_TABLE.' WHERE `number`='.db_input($number)));
- }
-
- function getIdByMessageId($mid, $email) {
-
- if(!$mid || !$email)
- return 0;
-
- $sql='SELECT ticket.ticket_id FROM '.TICKET_TABLE. ' ticket '.
- ' LEFT JOIN '.TICKET_THREAD_TABLE.' msg USING(ticket_id) '.
- ' INNER JOIN '.TICKET_EMAIL_INFO_TABLE.' emsg ON (msg.id = emsg.message_id) '.
- ' WHERE email_mid='.db_input($mid).' AND email='.db_input($email);
- $id=0;
- if(($res=db_query($sql)) && db_num_rows($res))
- list($id)=db_fetch_row($res);
-
- return $id;
+ return 0 === static::objects()
+ ->filter(array('number' => $number))
+ ->count();
}
/* Quick staff's tickets stats */
@@ -3187,28 +3075,28 @@ implements RestrictedAccess, Threadable, TemplateVariable {
//We are ready son...hold on to the rails.
$number = $topic ? $topic->getNewTicketNumber() : $cfg->getNewTicketNumber();
- $sql='INSERT INTO '.TICKET_TABLE.' SET created=NOW() '
- .' ,lastupdate= NOW() '
- .' ,lastmessage= NOW()'
- .' ,user_id='.db_input($user->getId())
- .' ,`number`='.db_input($number)
- .' ,dept_id='.db_input($deptId)
- .' ,topic_id='.db_input($topicId)
- .' ,ip_address='.db_input($ipaddress)
- .' ,source='.db_input($source);
+ $ticket = parent::create(array(
+ 'created' => SqlFunction::NOW(),
+ 'lastupdate' => SqlFunction::NOW(),
+ 'user' => $user,
+ 'dept' => $deptId,
+ 'topicId' => $topicId,
+ 'ip_address' => $ipaddress,
+ 'source' => $source,
+ ));
if (isset($vars['emailId']) && $vars['emailId'])
- $sql.=', email_id='.db_input($vars['emailId']);
+ $ticket->email_id = $vars['emailId'];
//Make sure the origin is staff - avoid firebug hack!
- if($vars['duedate'] && !strcasecmp($origin,'staff'))
- $sql.=' ,duedate='.db_input(date('Y-m-d G:i',Misc::dbtime($vars['duedate'].' '.$vars['time'])));
+ if ($vars['duedate'] && !strcasecmp($origin,'staff'))
+ $ticket->duedate = date('Y-m-d G:i',
+ Misc::dbtime($vars['duedate'].' '.$vars['time']));
- if(!db_query($sql)
- || !($id=db_insert_id())
- || !($thread=TicketThread::create($id))
- || !($ticket =Ticket::lookup($id)))
+ if (!$ticket->save())
+ return null;
+ if (!($thread = TicketThread::create($ticket->getId())))
return null;
/* -------------------- POST CREATE ------------------------ */
@@ -3221,12 +3109,12 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$form->setAnswer('subject', $topic->getFullName());
}
}
- $form->setTicketId($id);
+ $form->setTicketId($ticket->getId());
$form->save();
// Save the form data from the help-topic form, if any
foreach ($topic_forms as $topic_form) {
- $topic_form->setTicketId($id);
+ $topic_form->setTicketId($ticket->getId());
$topic_form->save();
}
@@ -3270,7 +3158,7 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$ticket->selectSLAId($vars['slaId']);
// Assign ticket to staff or team (new ticket by staff)
- if($vars['assignId']) {
+ if ($vars['assignId']) {
$ticket->assign($vars['assignId'], $vars['note']);
}
else {
@@ -3309,20 +3197,20 @@ implements RestrictedAccess, Threadable, TemplateVariable {
if ($autorespond && $message instanceof ThreadEntry && $message->isAutoReply())
$autorespond = false;
- //post canned auto-response IF any (disables new ticket auto-response).
+ // Post canned auto-response IF any (disables new ticket auto-response).
if ($vars['cannedResponseId']
&& $ticket->postCannedReply($vars['cannedResponseId'], $message, $autorespond)) {
$ticket->markUnAnswered(); //Leave the ticket as unanswred.
$autorespond = false;
}
- //Check department's auto response settings
+ // Check department's auto response settings
// XXX: Dept. setting doesn't affect canned responses.
- if($autorespond && $dept && !$dept->autoRespONNewTicket())
+ if ($autorespond && $dept && !$dept->autoRespONNewTicket())
$autorespond=false;
- //Don't send alerts to staff when the message is a bounce
- // this is necessary to avoid possible loop (especially on new ticket)
+ // Don't send alerts to staff when the message is a bounce
+ // this is necessary to avoid possible loop (especially on new ticket)
if ($alertstaff && $message instanceof ThreadEntry && $message->isBounce())
$alertstaff = false;
@@ -3330,10 +3218,11 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$ticket->onNewTicket($message, $autorespond, $alertstaff);
/************ check if the user JUST reached the max. open tickets limit **********/
- if($cfg->getMaxOpenTickets()>0
- && ($user=$ticket->getOwner())
- && ($user->getNumOpenTickets()==$cfg->getMaxOpenTickets())) {
- $ticket->onOpenLimit(($autorespond && strcasecmp($origin, 'staff')));
+ if ($cfg->getMaxOpenTickets()>0
+ && ($user=$ticket->getOwner())
+ && ($user->getNumOpenTickets()==$cfg->getMaxOpenTickets())
+ ) {
+ $ticket->onOpenLimit($autorespond && strcasecmp($origin, 'staff'));
}
/* Start tracking ticket lifecycle events */
@@ -3354,11 +3243,16 @@ implements RestrictedAccess, Threadable, TemplateVariable {
if (!$thisstaff || !$thisstaff->hasPerm(TicketModel::PERM_CREATE))
return false;
- if($vars['source'] && !in_array(strtolower($vars['source']),array('email','phone','other')))
- $errors['source']=sprintf(__('Invalid source given - %s'),Format::htmlchars($vars['source']));
+ if ($vars['source'] && !in_array(
+ strtolower($vars['source']), array('email','phone','other'))
+ ) {
+ $errors['source'] = sprintf(
+ __('Invalid source given - %s'),Format::htmlchars($vars['source'])
+ );
+ }
if (!$vars['uid']) {
- //Special validation required here
+ // Special validation required here
if (!$vars['email'] || !Validator::is_email($vars['email']))
$errors['email'] = __('Valid email address is required');
@@ -3369,15 +3263,14 @@ implements RestrictedAccess, Threadable, TemplateVariable {
if (!$thisstaff->hasPerm(TicketModel::PERM_ASSIGN))
unset($vars['assignId']);
- //TODO: Deny action based on selected department.
-
+ // TODO: Deny action based on selected department.
$create_vars = $vars;
$tform = TicketForm::objects()->one()->getForm($create_vars);
$create_vars['cannedattachments']
= $tform->getField('message')->getWidget()->getAttachments()->getClean();
- if(!($ticket=Ticket::create($create_vars, $errors, 'staff', false)))
+ if (!($ticket=Ticket::create($create_vars, $errors, 'staff', false)))
return false;
$vars['msgId']=$ticket->getLastMsgId();
@@ -3388,7 +3281,6 @@ implements RestrictedAccess, Threadable, TemplateVariable {
// post response - if any
$response = null;
if($vars['response'] && $role->hasPerm(TicketModel::PERM_REPLY)) {
-
$vars['response'] = $ticket->replaceVars($vars['response']);
// $vars['cannedatachments'] contains the attachments placed on
// the response form.
@@ -3405,41 +3297,42 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$ticket->reload();
- if(!$cfg->notifyONNewStaffTicket()
- || !isset($vars['alertuser'])
- || !($dept=$ticket->getDept()))
+ if (!$cfg->notifyONNewStaffTicket()
+ || !isset($vars['alertuser'])
+ || !($dept=$ticket->getDept())
+ ) {
return $ticket; //No alerts.
-
- //Send Notice to user --- if requested AND enabled!!
- if(($tpl=$dept->getTemplate())
- && ($msg=$tpl->getNewTicketNoticeMsgTemplate())
- && ($email=$dept->getEmail())) {
-
+ }
+ // Send Notice to user --- if requested AND enabled!!
+ if (($tpl=$dept->getTemplate())
+ && ($msg=$tpl->getNewTicketNoticeMsgTemplate())
+ && ($email=$dept->getEmail())
+ ) {
$message = (string) $ticket->getLastMessage();
- if($response) {
+ if ($response) {
$message .= ($cfg->isRichTextEnabled()) ? "<br><br>" : "\n\n";
$message .= $response->getBody();
}
- if($vars['signature']=='mine')
+ if ($vars['signature']=='mine')
$signature=$thisstaff->getSignature();
- elseif($vars['signature']=='dept' && $dept && $dept->isPublic())
+ elseif ($vars['signature']=='dept' && $dept && $dept->isPublic())
$signature=$dept->getSignature();
else
$signature='';
- $attachments =($cfg->emailAttachments() && $response)?$response->getAttachments():array();
+ $attachments = ($cfg->emailAttachments() && $response)
+ ? $response->getAttachments() : array();
$msg = $ticket->replaceVars($msg->asArray(),
- array(
- 'message' => $message,
- 'signature' => $signature,
- 'response' => ($response) ? $response->getBody() : '',
- 'recipient' => $ticket->getOwner(), //End user
- 'staff' => $thisstaff,
- )
- );
-
+ array(
+ 'message' => $message,
+ 'signature' => $signature,
+ 'response' => ($response) ? $response->getBody() : '',
+ 'recipient' => $ticket->getOwner(), //End user
+ 'staff' => $thisstaff,
+ )
+ );
$references = array();
$message = $ticket->getLastMessage();
if (isset($message))
@@ -3453,12 +3346,21 @@ implements RestrictedAccess, Threadable, TemplateVariable {
$email->send($ticket->getOwner(), $msg['subj'], $msg['body'], $attachments,
$options);
}
-
return $ticket;
-
}
- function checkOverdue() {
+ static function checkOverdue() {
+ /*
+ $overdue = static::objects()
+ ->filter(array(
+ 'isoverdue' => 0,
+ Q::any(array(
+ Q::all(array(
+ 'reopened__isnull' => true,
+ 'duedate__isnull' => true,
+
+ Punt for now
+ */
$sql='SELECT ticket_id FROM '.TICKET_TABLE.' T1 '
.' INNER JOIN '.TICKET_STATUS_TABLE.' status
diff --git a/include/class.user.php b/include/class.user.php
index 337eaf9501aba38f68752d0b1cdc7a1e187c773a..655edfd00e4dcb9cd6f6023018a1192ff54c02c6 100644
--- a/include/class.user.php
+++ b/include/class.user.php
@@ -39,7 +39,7 @@ class UserModel extends VerySimpleModel {
static $meta = array(
'table' => USER_TABLE,
'pk' => array('id'),
- 'select_related' => array('account', 'default_email'),
+ 'select_related' => array('default_email', 'org', 'account'),
'joins' => array(
'emails' => array(
'reverse' => 'UserEmailModel.user',