public/main/inc/lib/TicketManager.php
<?php
/* For licensing terms, see /license.txt */
use Chamilo\CoreBundle\Entity\Ticket;
use Chamilo\CoreBundle\Entity\TicketMessage;
use Chamilo\CoreBundle\Entity\TicketMessageAttachment;
use Chamilo\CoreBundle\Entity\TicketPriority;
use Chamilo\CoreBundle\Entity\TicketProject;
use Chamilo\CoreBundle\Entity\TicketStatus;
use Chamilo\CoreBundle\Entity\User;
use Chamilo\CoreBundle\Framework\Container;
use Chamilo\CourseBundle\Entity\CLp;
use Symfony\Component\HttpFoundation\File\UploadedFile;
use Chamilo\CoreBundle\Component\Utils\ObjectIcon;
use Chamilo\CoreBundle\Component\Utils\StateIcon;
/**
* Class TicketManager.
*/
class TicketManager
{
public const PRIORITY_NORMAL = 'NRM';
public const PRIORITY_HIGH = 'HGH';
public const PRIORITY_LOW = 'LOW';
public const SOURCE_EMAIL = 'MAI';
public const SOURCE_PHONE = 'TEL';
public const SOURCE_PLATFORM = 'PLA';
public const SOURCE_PRESENTIAL = 'PRE';
public const STATUS_NEW = 'NAT';
public const STATUS_PENDING = 'PND';
public const STATUS_UNCONFIRMED = 'XCF';
public const STATUS_CLOSE = 'CLS';
public const STATUS_FORWARDED = 'REE';
public function __construct()
{
}
/**
* Get categories of tickets.
*
* @param int $projectId
* @param string $order
*
* @return array
*/
public static function get_all_tickets_categories($projectId, $order = '')
{
$table_support_category = Database::get_main_table(TABLE_TICKET_CATEGORY);
$table_support_project = Database::get_main_table(TABLE_TICKET_PROJECT);
$order = empty($order) ? 'category.total_tickets DESC' : $order;
$order = Database::escape_string($order);
$projectId = (int) $projectId;
$sql = "SELECT
category.*,
category.id category_id,
project.other_area,
project.email
FROM
$table_support_category category
INNER JOIN $table_support_project project
ON project.id = category.project_id
WHERE project.id = $projectId
ORDER BY $order";
$result = Database::query($sql);
$types = [];
while ($row = Database::fetch_assoc($result)) {
$types[] = $row;
}
return $types;
}
/**
* @param $from
* @param $numberItems
* @param $column
* @param $direction
*
* @return array
*/
public static function getCategories($from, $numberItems, $column, $direction)
{
$table = Database::get_main_table(TABLE_TICKET_CATEGORY);
$sql = "SELECT id, title, description, total_tickets
FROM $table";
if (!in_array($direction, ['ASC', 'DESC'])) {
$direction = 'ASC';
}
$column = (int) $column;
$from = (int) $from;
$numberItems = (int) $numberItems;
//$sql .= " ORDER BY col$column $direction ";
$sql .= " LIMIT $from,$numberItems";
$result = Database::query($sql);
$types = [];
while ($row = Database::fetch_array($result)) {
$types[] = $row;
}
return $types;
}
/**
* @param int $id
*
* @return array|mixed
*/
public static function getCategory($id)
{
$table = Database::get_main_table(TABLE_TICKET_CATEGORY);
$id = (int) $id;
$sql = "SELECT id, title, description, total_tickets
FROM $table WHERE id = $id";
$result = Database::query($sql);
$category = Database::fetch_array($result);
return $category;
}
/**
* @return int
*/
public static function getCategoriesCount()
{
$table = Database::get_main_table(TABLE_TICKET_CATEGORY);
$sql = "SELECT count(id) count
FROM $table ";
$result = Database::query($sql);
$category = Database::fetch_array($result);
return $category['count'];
}
/**
* @param int $id
* @param array $params
*/
public static function updateCategory($id, $params)
{
$table = Database::get_main_table(TABLE_TICKET_CATEGORY);
$id = (int) $id;
Database::update($table, $params, ['id = ?' => $id]);
}
/**
* @param array $params
*/
public static function addCategory($params)
{
$table = Database::get_main_table(TABLE_TICKET_CATEGORY);
Database::insert($table, $params);
}
/**
* @param int $id
*
* @return bool
*/
public static function deleteCategory($id)
{
$id = (int) $id;
if (empty($id)) {
return false;
}
$table = Database::get_main_table(TABLE_TICKET_TICKET);
$sql = "UPDATE $table SET category_id = NULL WHERE category_id = $id";
Database::query($sql);
$table = Database::get_main_table(TABLE_TICKET_CATEGORY);
$sql = "DELETE FROM $table WHERE id = $id";
Database::query($sql);
return true;
}
/**
* @param int $categoryId
* @param array $users
*
* @return bool
*/
public static function addUsersToCategory($categoryId, $users)
{
if (empty($users) || empty($categoryId)) {
return false;
}
$table = Database::get_main_table(TABLE_TICKET_CATEGORY_REL_USER);
foreach ($users as $userId) {
if (false === self::userIsAssignedToCategory($userId, $categoryId)) {
$params = [
'category_id' => $categoryId,
'user_id' => $userId,
];
Database::insert($table, $params);
}
}
return true;
}
/**
* @param int $userId
* @param int $categoryId
*
* @return bool
*/
public static function userIsAssignedToCategory($userId, $categoryId)
{
$table = Database::get_main_table(TABLE_TICKET_CATEGORY_REL_USER);
$userId = (int) $userId;
$categoryId = (int) $categoryId;
$sql = "SELECT * FROM $table
WHERE category_id = $categoryId AND user_id = $userId";
$result = Database::query($sql);
return Database::num_rows($result) > 0;
}
/**
* @param int $categoryId
*
* @return array
*/
public static function getUsersInCategory($categoryId)
{
$table = Database::get_main_table(TABLE_TICKET_CATEGORY_REL_USER);
$categoryId = (int) $categoryId;
$sql = "SELECT * FROM $table WHERE category_id = $categoryId";
$result = Database::query($sql);
return Database::store_result($result);
}
/**
* @param int $categoryId
*/
public static function deleteAllUserInCategory($categoryId)
{
$table = Database::get_main_table(TABLE_TICKET_CATEGORY_REL_USER);
$categoryId = (int) $categoryId;
$sql = "DELETE FROM $table WHERE category_id = $categoryId";
Database::query($sql);
}
/**
* Get all possible tickets statuses.
*
* @return array
*/
public static function get_all_tickets_status()
{
$table = Database::get_main_table(TABLE_TICKET_STATUS);
$sql = "SELECT * FROM $table";
$result = Database::query($sql);
$types = [];
while ($row = Database::fetch_assoc($result)) {
$types[] = $row;
}
return $types;
}
/**
* Inserts a new ticket in the corresponding tables.
*
* @param int $category_id
* @param int $course_id
* @param int $sessionId
* @param int $project_id
* @param string $other_area
* @param string $subject
* @param string $content
* @param string $personalEmail
* @param array $fileAttachments
* @param string $source
* @param string $priority
* @param string $status
* @param int|null $assignedUserId
* @param int $exerciseId
* @param int $lpId
*
* @return bool
*/
public static function add(
$category_id,
$course_id,
$sessionId,
$project_id,
$other_area,
$subject,
$content,
$personalEmail = '',
$fileAttachments = [],
$source = '',
$priority = '',
$status = '',
$assignedUserId = null,
$exerciseId = null,
$lpId = null
) {
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
$table_support_category = Database::get_main_table(TABLE_TICKET_CATEGORY);
if (empty($category_id)) {
return false;
}
$currentUserId = api_get_user_id();
$currentUserInfo = api_get_user_info();
$now = api_get_utc_datetime();
$course_id = (int) $course_id;
$category_id = (int) $category_id;
$project_id = (int) $project_id;
$priority = empty($priority) ? self::PRIORITY_NORMAL : (int) $priority;
if ('' === $status) {
$status = self::STATUS_NEW;
if ($other_area > 0) {
$status = self::STATUS_FORWARDED;
}
}
if (empty($assignedUserId)) {
$usersInCategory = self::getUsersInCategory($category_id);
if (!empty($usersInCategory) && count($usersInCategory) > 0) {
$userCategoryInfo = $usersInCategory[0];
if (isset($userCategoryInfo['user_id'])) {
$assignedUserId = $userCategoryInfo['user_id'];
}
}
}
$assignedUserInfo = [];
if (!empty($assignedUserId)) {
$assignedUserInfo = api_get_user_info($assignedUserId);
if (empty($assignedUserInfo)) {
return false;
}
}
// insert_ticket
$params = [
'project_id' => $project_id,
'category_id' => $category_id,
'priority_id' => $priority,
'personal_email' => $personalEmail,
'status_id' => $status,
'start_date' => $now,
'sys_insert_user_id' => $currentUserId,
'sys_insert_datetime' => $now,
'sys_lastedit_user_id' => $currentUserId,
'sys_lastedit_datetime' => $now,
'source' => $source,
'assigned_last_user' => $assignedUserId,
'subject' => $subject,
'message' => $content,
'code' => '',
'total_messages' => 0,
];
if (!empty($exerciseId)) {
$params['exercise_id'] = $exerciseId;
}
if (!empty($lpId)) {
$params['lp_id'] = $lpId;
}
if (!empty($course_id)) {
$params['course_id'] = $course_id;
}
if (!empty($sessionId)) {
$params['session_id'] = $sessionId;
}
$ticketId = Database::insert($table_support_tickets, $params);
if ($ticketId) {
$ticket_code = 'A'.str_pad($ticketId, 11, '0', STR_PAD_LEFT);
$titleCreated = sprintf(
get_lang('Ticket %s created'),
$ticket_code
);
Display::addFlash(Display::return_message(
$titleCreated,
'normal',
false
));
if (0 != $assignedUserId) {
self::assignTicketToUser(
$ticketId,
$assignedUserId
);
Display::addFlash(Display::return_message(
sprintf(
get_lang('Ticket <b>#%s</b> assigned to user <b>%s</b>'),
$ticket_code,
$assignedUserInfo['complete_name']
),
'normal',
false
));
}
if (!empty($fileAttachments)) {
$attachmentCount = 0;
foreach ($fileAttachments as $attach) {
if (!empty($attach['tmp_name'])) {
$attachmentCount++;
}
}
if ($attachmentCount > 0) {
self::insertMessage(
$ticketId,
'',
'',
$fileAttachments,
$currentUserId
);
}
}
// Update code
$sql = "UPDATE $table_support_tickets
SET code = '$ticket_code'
WHERE id = '$ticketId'";
Database::query($sql);
// Update total
$sql = "UPDATE $table_support_category
SET total_tickets = total_tickets + 1
WHERE id = $category_id";
Database::query($sql);
$helpDeskMessage =
'<table>
<tr>
<td width="100px"><b>'.get_lang('User').'</b></td>
<td width="400px">'.$currentUserInfo['complete_name'].'</td>
</tr>
<tr>
<td width="100px"><b>'.get_lang('Username').'</b></td>
<td width="400px">'.$currentUserInfo['username'].'</td>
</tr>
<tr>
<td width="100px"><b>'.get_lang('Email').'</b></td>
<td width="400px">'.$currentUserInfo['email'].'</td>
</tr>
<tr>
<td width="100px"><b>'.get_lang('Phone').'</b></td>
<td width="400px">'.$currentUserInfo['phone'].'</td>
</tr>
<tr>
<td width="100px"><b>'.get_lang('Date').'</b></td>
<td width="400px">'.api_convert_and_format_date($now, DATE_TIME_FORMAT_LONG).'</td>
</tr>
<tr>
<td width="100px"><b>'.get_lang('Title').'</b></td>
<td width="400px">'.Security::remove_XSS($subject).'</td>
</tr>
<tr>
<td width="100px"><b>'.get_lang('Description').'</b></td>
<td width="400px">'.Security::remove_XSS($content).'</td>
</tr>
</table>';
if (0 != $assignedUserId) {
$href = api_get_path(WEB_CODE_PATH).'ticket/ticket_details.php?ticket_id='.$ticketId;
$helpDeskMessage .= sprintf(
get_lang("Ticket assigned to %s. Follow-up at <a href='%s'>#%s</a>."),
$assignedUserInfo['complete_name'],
$href,
$ticketId
);
}
if (empty($category_id)) {
if ('true' === api_get_setting('ticket_send_warning_to_all_admins')) {
$warningSubject = sprintf(
get_lang('Ticket %s was created without a category'),
$ticket_code
);
Display::addFlash(Display::return_message($warningSubject));
$admins = UserManager::get_all_administrators();
foreach ($admins as $userId => $data) {
if ($data['active']) {
MessageManager::send_message_simple(
$userId,
$warningSubject,
$helpDeskMessage
);
}
}
}
} else {
$categoryInfo = self::getCategory($category_id);
$usersInCategory = self::getUsersInCategory($category_id);
$message = '<h2>'.get_lang('Ticket info').'</h2><br />'.$helpDeskMessage;
if ('true' === api_get_setting('ticket_warn_admin_no_user_in_category')) {
$usersInCategory = self::getUsersInCategory($category_id);
if (empty($usersInCategory)) {
$subject = sprintf(
get_lang('Warning: No one has been assigned to category %s'),
$categoryInfo['title']
);
if ('true' === api_get_setting('ticket_send_warning_to_all_admins')) {
Display::addFlash(Display::return_message(
sprintf(
get_lang(
'A notification was sent to the administrators to report this category has no user assigned'
),
$categoryInfo['title']
),
null,
false
));
$admins = UserManager::get_all_administrators();
foreach ($admins as $userId => $data) {
if ($data['active']) {
self::sendNotification(
$ticketId,
$subject,
$message,
$userId
);
}
}
} else {
Display::addFlash(Display::return_message($subject));
}
}
}
// Send notification to all users
if (!empty($usersInCategory)) {
foreach ($usersInCategory as $data) {
if ($data['user_id']) {
self::sendNotification(
$ticketId,
$subject,
$message,
$data['user_id']
);
}
}
}
}
if (!empty($personalEmail)) {
api_mail_html(
get_lang('Virtual support'),
$personalEmail,
get_lang('The incident has been sent to the virtual support team again'),
$helpDeskMessage
);
}
self::sendNotification(
$ticketId,
$titleCreated,
$helpDeskMessage
);
return true;
}
return false;
}
/**
* Assign ticket to admin.
*
* @param int $ticketId
* @param int $userId
*
* @return bool
*/
public static function assignTicketToUser(
$ticketId,
$userId
) {
$ticketId = (int) $ticketId;
$userId = (int) $userId;
if (empty($ticketId)) {
return false;
}
$ticket = self::get_ticket_detail_by_id($ticketId);
if ($ticket) {
$table = Database::get_main_table(TABLE_TICKET_TICKET);
$sql = "UPDATE $table
SET assigned_last_user = $userId
WHERE id = $ticketId";
Database::query($sql);
$table = Database::get_main_table(TABLE_TICKET_ASSIGNED_LOG);
$params = [
'ticket_id' => $ticketId,
'user_id' => $userId,
'sys_insert_user_id' => api_get_user_id(),
'assigned_date' => api_get_utc_datetime(),
];
Database::insert($table, $params);
return true;
} else {
return false;
}
}
/**
* Insert message between Users and Admins.
*
* @param int $ticketId
* @param string $subject
* @param string $content
* @param array $fileAttachments
* @param int $userId
* @param string $status
* @param bool $sendConfirmation
*
* @return bool
*/
public static function insertMessage(
$ticketId,
$subject,
$content,
$fileAttachments,
$userId,
$status = 'NOL',
$sendConfirmation = false
) {
$ticketId = (int) $ticketId;
$userId = (int) $userId;
$table_support_messages = Database::get_main_table(TABLE_TICKET_MESSAGE);
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
if ($sendConfirmation) {
$form =
'<form action="ticket_details.php?ticket_id='.$ticketId.'" id="confirmticket" method="POST" >
<p>'.get_lang('Was this answer satisfactory?').'</p>
<button class="btn btn--primary responseyes" name="response" id="responseyes" value="1">'.
get_lang('Yes').'</button>
<button class="btn btn--danger responseno" name="response" id="responseno" value="0">'.
get_lang('No').'</button>
</form>';
$content .= $form;
}
$now = api_get_utc_datetime();
$params = [
'ticket_id' => $ticketId,
'subject' => $subject,
'message' => $content,
'ip_address' => api_get_real_ip(),
'sys_insert_user_id' => $userId,
'sys_insert_datetime' => $now,
'sys_lastedit_user_id' => $userId,
'sys_lastedit_datetime' => $now,
'status' => $status,
];
$messageId = Database::insert($table_support_messages, $params);
if ($messageId) {
// update_total_message
$sql = "UPDATE $table_support_tickets
SET
sys_lastedit_user_id = $userId,
sys_lastedit_datetime = '$now',
total_messages = (
SELECT COUNT(*) as total_messages
FROM $table_support_messages
WHERE ticket_id = $ticketId
)
WHERE id = $ticketId ";
Database::query($sql);
if (is_array($fileAttachments)) {
foreach ($fileAttachments as $file_attach) {
if (0 == $file_attach['error']) {
self::saveMessageAttachmentFile(
$file_attach,
$ticketId,
$messageId
);
} else {
if (UPLOAD_ERR_NO_FILE != $file_attach['error']) {
return false;
}
}
}
}
}
return true;
}
/**
* Attachment files when a message is sent.
*
* @throws \Doctrine\ORM\ORMException
* @throws \Doctrine\ORM\OptimisticLockException
* @throws \Doctrine\ORM\TransactionRequiredException
*/
public static function saveMessageAttachmentFile(
$fileAttach,
$ticketId,
$messageId
): bool {
if (!is_array($fileAttach) || UPLOAD_ERR_OK != $fileAttach['error']) {
return false;
}
$em = Database::getManager();
$ticket = $em->find(Ticket::class, $ticketId);
$message = $em->find(TicketMessage::class, $messageId);
$newFileName = add_ext_on_mime(
stripslashes($fileAttach['name']),
$fileAttach['type']
);
$fileName = $fileAttach['name'];
if (!filter_extension($newFileName)) {
Display::addFlash(
Display::return_message(
get_lang('File upload failed: this file extension or file type is prohibited'),
'error'
)
);
return false;
}
$currentUser = api_get_user_entity();
$repo = Container::getTicketMessageAttachmentRepository();
$attachment = (new TicketMessageAttachment())
->setFilename($fileName)
->setPath(uniqid('ticket_message', true))
->setMessage($message)
->setSize((int) $fileAttach['size'])
->setTicket($ticket)
->setInsertUserId($currentUser->getId())
->setInsertDateTime(api_get_utc_datetime(null, false, true))
->setParent($currentUser)
;
if (null !== $ticket->getAssignedLastUser()) {
$attachment->addUserLink($ticket->getAssignedLastUser());
}
$em->persist($attachment);
$em->flush();
$file = new UploadedFile($fileAttach['tmp_name'], $fileAttach['name'], $fileAttach['type'], $fileAttach['error']);
$repo->addFile($attachment, $file);
return true;
}
/**
* Get tickets by userId.
*
* @param int $from
* @param int $number_of_items
* @param $column
* @param $direction
*
* @return array
*/
public static function getTicketsByCurrentUser($from, $number_of_items, $column, $direction)
{
$table_support_category = Database::get_main_table(TABLE_TICKET_CATEGORY);
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
$table_support_priority = Database::get_main_table(TABLE_TICKET_PRIORITY);
$table_support_status = Database::get_main_table(TABLE_TICKET_STATUS);
$direction = !empty($direction) ? $direction : 'DESC';
$userId = api_get_user_id();
$userInfo = api_get_user_info($userId);
if (empty($userInfo)) {
return [];
}
$isAdmin = UserManager::is_admin($userId);
if (!isset($_GET['project_id'])) {
return [];
}
switch ($column) {
case 0:
$column = 'ticket_id';
break;
case 1:
$column = 'status_title';
break;
case 2:
$column = 'start_date';
break;
case 3:
$column = 'sys_lastedit_datetime';
break;
case 4:
$column = 'category_title';
break;
case 5:
$column = 'sys_insert_user_id';
break;
case 6:
$column = 'assigned_last_user';
break;
case 7:
$column = 'total_messages';
break;
case 8:
$column = 'subject';
break;
default:
$column = 'ticket_id';
}
$sql = "SELECT DISTINCT
ticket.*,
ticket.id ticket_id,
status.title AS status_title,
ticket.start_date,
ticket.sys_lastedit_datetime,
cat.title AS category_title,
priority.title AS priority_title,
ticket.total_messages AS total_messages,
ticket.message AS message,
ticket.subject AS subject,
ticket.assigned_last_user
FROM $table_support_tickets ticket
INNER JOIN $table_support_category cat
ON (cat.id = ticket.category_id)
INNER JOIN $table_support_priority priority
ON (ticket.priority_id = priority.id)
INNER JOIN $table_support_status status
ON (ticket.status_id = status.id)
WHERE 1=1
";
$projectId = (int) $_GET['project_id'];
$userIsAllowInProject = self::userIsAllowInProject($projectId);
// Check if a role was set to the project
if (false == $userIsAllowInProject) {
$sql .= " AND (ticket.assigned_last_user = $userId OR ticket.sys_insert_user_id = $userId )";
}
// Search simple
if (isset($_GET['submit_simple']) && '' != $_GET['keyword']) {
$keyword = Database::escape_string(trim($_GET['keyword']));
$sql .= " AND (
ticket.id LIKE '%$keyword%' OR
ticket.code LIKE '%$keyword%' OR
ticket.subject LIKE '%$keyword%' OR
ticket.message LIKE '%$keyword%' OR
ticket.keyword LIKE '%$keyword%' OR
ticket.source LIKE '%$keyword%' OR
cat.title LIKE '%$keyword%' OR
status.title LIKE '%$keyword%' OR
priority.title LIKE '%$keyword%' OR
ticket.personal_email LIKE '%$keyword%'
)";
}
$keywords = [
'project_id' => 'ticket.project_id',
'keyword_category' => 'ticket.category_id',
'keyword_assigned_to' => 'ticket.assigned_last_user',
'keyword_source' => 'ticket.source ',
'keyword_status' => 'ticket.status_id',
'keyword_priority' => 'ticket.priority_id',
];
foreach ($keywords as $keyword => $label) {
if (isset($_GET[$keyword])) {
$data = Database::escape_string(trim($_GET[$keyword]));
if (!empty($data)) {
$sql .= " AND $label = '$data' ";
}
}
}
// Search advanced
$keyword_start_date_start = isset($_GET['keyword_start_date_start']) ? Database::escape_string(trim($_GET['keyword_start_date_start'])) : '';
$keyword_start_date_end = isset($_GET['keyword_start_date_end']) ? Database::escape_string(trim($_GET['keyword_start_date_end'])) : '';
$keyword_course = isset($_GET['keyword_course']) ? Database::escape_string(trim($_GET['keyword_course'])) : '';
$keyword_range = !empty($keyword_start_date_start) && !empty($keyword_start_date_end);
if (false == $keyword_range && '' != $keyword_start_date_start) {
$sql .= " AND DATE_FORMAT(ticket.start_date,'%d/%m/%Y') >= '$keyword_start_date_start' ";
}
if ($keyword_range && '' != $keyword_start_date_start && '' != $keyword_start_date_end) {
$sql .= " AND DATE_FORMAT(ticket.start_date,'%d/%m/%Y') >= '$keyword_start_date_start'
AND DATE_FORMAT(ticket.start_date,'%d/%m/%Y') <= '$keyword_start_date_end'";
}
if ('' != $keyword_course) {
$course_table = Database::get_main_table(TABLE_MAIN_COURSE);
$sql .= " AND ticket.course_id IN (
SELECT id FROM $course_table
WHERE (
title LIKE '%$keyword_course%' OR
code LIKE '%$keyword_course%' OR
visual_code LIKE '%$keyword_course%'
)
)";
}
$sql .= " ORDER BY `$column` $direction";
$sql .= " LIMIT $from, $number_of_items";
$result = Database::query($sql);
$tickets = [];
$webPath = api_get_path(WEB_PATH);
while ($row = Database::fetch_assoc($result)) {
$userInfo = api_get_user_info($row['sys_insert_user_id']);
$hrefUser = $webPath.'main/admin/user_information.php?user_id='.$userInfo['user_id'];
$name = "<a href='$hrefUser'> {$userInfo['complete_name_with_username']} </a>";
if (0 != $row['assigned_last_user']) {
$assignedUserInfo = api_get_user_info($row['assigned_last_user']);
if (!empty($assignedUserInfo)) {
$hrefResp = $webPath.'main/admin/user_information.php?user_id='.$assignedUserInfo['user_id'];
$row['assigned_last_user'] = "<a href='$hrefResp'> {$assignedUserInfo['complete_name_with_username']} </a>";
} else {
$row['assigned_last_user'] = get_lang('Unknown user');
}
} else {
if (self::STATUS_FORWARDED !== $row['status_id']) {
$row['assigned_last_user'] = '<span style="color:#ff0000;">'.get_lang('To be assigned').'</span>';
} else {
$row['assigned_last_user'] = '<span style="color:#00ff00;">'.get_lang('Message resent').'</span>';
}
}
switch ($row['source']) {
case self::SOURCE_PRESENTIAL:
$img_source = ObjectIcon::USER;
break;
case self::SOURCE_EMAIL:
$img_source = ObjectIcon::EMAIL;
break;
case self::SOURCE_PHONE:
$img_source = ObjectIcon::PHONE;
break;
default:
$img_source = ObjectIcon::TICKET;
break;
}
$row['start_date'] = Display::dateToStringAgoAndLongDate($row['start_date']);
$row['sys_lastedit_datetime'] = Display::dateToStringAgoAndLongDate($row['sys_lastedit_datetime']);
$icon = Display::getMdiIcon(
$img_source,
'ch-tool-icon',
'margin-right: 10px; float: left;',
ICON_SIZE_SMALL,
get_lang('Information'),
);
$icon .= '<a href="ticket_details.php?ticket_id='.$row['id'].'">'.$row['code'].'</a>';
if ($isAdmin) {
$ticket = [
$icon.' '.Security::remove_XSS($row['subject']),
$row['status_title'],
$row['start_date'],
$row['sys_lastedit_datetime'],
$row['category_title'],
$name,
$row['assigned_last_user'],
$row['total_messages'],
];
} else {
$ticket = [
$icon.' '.Security::remove_XSS($row['subject']),
$row['status_title'],
$row['start_date'],
$row['sys_lastedit_datetime'],
$row['category_title'],
];
}
if ($isAdmin) {
$ticket['0'] .= ' <a
href="javascript:void(0)"
onclick="load_history_ticket(\'div_'.$row['ticket_id'].'\','.$row['ticket_id'].')">
<a
onclick="load_course_list(\'div_'.$row['ticket_id'].'\','.$row['ticket_id'].')"
onmouseover="clear_course_list (\'div_'.$row['ticket_id'].'\')"
title="'.get_lang('History').'"
alt="'.get_lang('History').'"
>
'.Display::getMdiIcon('history').'
</a>
<div class="blackboard_hide" id="div_'.$row['ticket_id'].'"> </div>
</a> ';
}
$tickets[] = $ticket;
}
return $tickets;
}
/**
* @return int
*/
public static function getTotalTicketsCurrentUser()
{
$table_support_category = Database::get_main_table(TABLE_TICKET_CATEGORY);
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
$table_support_priority = Database::get_main_table(TABLE_TICKET_PRIORITY);
$table_support_status = Database::get_main_table(TABLE_TICKET_STATUS);
$userInfo = api_get_user_info();
if (empty($userInfo)) {
return 0;
}
$userId = $userInfo['id'];
if (!isset($_GET['project_id'])) {
return 0;
}
$sql = "SELECT COUNT(ticket.id) AS total
FROM $table_support_tickets ticket
INNER JOIN $table_support_category cat
ON (cat.id = ticket.category_id)
INNER JOIN $table_support_priority priority
ON (ticket.priority_id = priority.id)
INNER JOIN $table_support_status status
ON (ticket.status_id = status.id)
WHERE 1 = 1";
$projectId = (int) $_GET['project_id'];
$allowRoleList = self::getAllowedRolesFromProject($projectId);
// Check if a role was set to the project
if (!empty($allowRoleList) && is_array($allowRoleList)) {
$allowed = self::userIsAllowInProject($projectId);
if (!$allowed) {
$sql .= " AND (ticket.assigned_last_user = $userId OR ticket.sys_insert_user_id = $userId )";
}
} else {
if (!api_is_platform_admin()) {
$sql .= " AND (ticket.assigned_last_user = $userId OR ticket.sys_insert_user_id = $userId )";
}
}
// Search simple
if (isset($_GET['submit_simple'])) {
if ('' != $_GET['keyword']) {
$keyword = Database::escape_string(trim($_GET['keyword']));
$sql .= " AND (
ticket.code LIKE '%$keyword%' OR
ticket.subject LIKE '%$keyword%' OR
ticket.message LIKE '%$keyword%' OR
ticket.keyword LIKE '%$keyword%' OR
ticket.personal_email LIKE '%$keyword%' OR
ticket.source LIKE '%$keyword%'
)";
}
}
$keywords = [
'project_id' => 'ticket.project_id',
'keyword_category' => 'ticket.category_id',
'keyword_assigned_to' => 'ticket.assigned_last_user',
'keyword_source' => 'ticket.source',
'keyword_status' => 'ticket.status_id',
'keyword_priority' => 'ticket.priority_id',
];
foreach ($keywords as $keyword => $sqlLabel) {
if (isset($_GET[$keyword])) {
$data = Database::escape_string(trim($_GET[$keyword]));
$sql .= " AND $sqlLabel = '$data' ";
}
}
// Search advanced
$keyword_start_date_start = isset($_GET['keyword_start_date_start']) ? Database::escape_string(trim($_GET['keyword_start_date_start'])) : '';
$keyword_start_date_end = isset($_GET['keyword_start_date_end']) ? Database::escape_string(trim($_GET['keyword_start_date_end'])) : '';
$keyword_range = isset($_GET['keyword_dates']) ? Database::escape_string(trim($_GET['keyword_dates'])) : '';
$keyword_course = isset($_GET['keyword_course']) ? Database::escape_string(trim($_GET['keyword_course'])) : '';
if (false == $keyword_range && '' != $keyword_start_date_start) {
$sql .= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') = '$keyword_start_date_start' ";
}
if ($keyword_range && '' != $keyword_start_date_start && '' != $keyword_start_date_end) {
$sql .= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') >= '$keyword_start_date_start'
AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') <= '$keyword_start_date_end'";
}
if ('' != $keyword_course) {
$course_table = Database::get_main_table(TABLE_MAIN_COURSE);
$sql .= " AND ticket.course_id IN (
SELECT id
FROM $course_table
WHERE (
title LIKE '%$keyword_course%' OR
code LIKE '%$keyword_course%' OR
visual_code LIKE '%$keyword_course%'
)
) ";
}
$res = Database::query($sql);
$obj = Database::fetch_object($res);
return (int) $obj->total;
}
/**
* @param int $id
*
* @return false|TicketMessageAttachment
*/
public static function getTicketMessageAttachment($id)
{
$id = (int) $id;
$em = Database::getManager();
$item = $em->getRepository(TicketMessageAttachment::class)->find($id);
if ($item) {
return $item;
}
return false;
}
/**
* @param int $id
*
* @return array
*/
public static function getTicketMessageAttachmentsByTicketId($id)
{
$id = (int) $id;
$em = Database::getManager();
$items = $em->getRepository(TicketMessageAttachment::class)->findBy(['ticket' => $id]);
if ($items) {
return $items;
}
return false;
}
/**
* @param int $ticketId
*
* @return array
*/
public static function get_ticket_detail_by_id($ticketId)
{
$attachmentRepo = Container::getTicketMessageAttachmentRepository();
$ticketId = (int) $ticketId;
$table_support_category = Database::get_main_table(TABLE_TICKET_CATEGORY);
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
$table_support_priority = Database::get_main_table(TABLE_TICKET_PRIORITY);
$table_support_status = Database::get_main_table(TABLE_TICKET_STATUS);
$table_support_messages = Database::get_main_table(TABLE_TICKET_MESSAGE);
$table_main_user = Database::get_main_table(TABLE_MAIN_USER);
$sql = "SELECT
ticket.*,
cat.title,
status.title as status,
priority.title priority
FROM $table_support_tickets ticket
INNER JOIN $table_support_category cat
ON (cat.id = ticket.category_id)
INNER JOIN $table_support_priority priority
ON (priority.id = ticket.priority_id)
INNER JOIN $table_support_status status
ON (status.id = ticket.status_id)
WHERE
ticket.id = $ticketId ";
$result = Database::query($sql);
$ticket = [];
$repo = Container::getLpRepository();
if (Database::num_rows($result) > 0) {
while ($row = Database::fetch_assoc($result)) {
$row['course'] = null;
$row['start_date_from_db'] = $row['start_date'];
$row['start_date'] = api_convert_and_format_date(
api_get_local_time($row['start_date']),
DATE_TIME_FORMAT_LONG,
api_get_timezone()
);
$row['end_date_from_db'] = $row['end_date'];
$row['end_date'] = api_convert_and_format_date(
api_get_local_time($row['end_date']),
DATE_TIME_FORMAT_LONG,
api_get_timezone()
);
$row['sys_lastedit_datetime_from_db'] = $row['sys_lastedit_datetime'];
$row['sys_lastedit_datetime'] = api_convert_and_format_date(
api_get_local_time($row['sys_lastedit_datetime']),
DATE_TIME_FORMAT_LONG,
api_get_timezone()
);
$row['course_url'] = null;
if (0 != $row['course_id']) {
$course = api_get_course_info_by_id($row['course_id']);
$sessionId = 0;
if ($row['session_id']) {
$sessionId = $row['session_id'];
}
if ($course) {
$row['course_url'] = '<a href="'.$course['course_public_url'].'?id_session='.$sessionId.'">'.$course['name'].'</a>';
}
$row['exercise_url'] = null;
if (!empty($row['exercise_id'])) {
$exerciseTitle = ExerciseLib::getExerciseTitleById($row['exercise_id']);
$dataExercise = [
'cidReq' => $course['code'],
'id_session' => $sessionId,
'exerciseId' => $row['exercise_id'],
];
$urlParamsExercise = http_build_query($dataExercise);
$row['exercise_url'] = '<a href="'.api_get_path(WEB_CODE_PATH).'exercise/overview.php?'.$urlParamsExercise.'">'.$exerciseTitle.'</a>';
}
$row['lp_url'] = null;
if (!empty($row['lp_id'])) {
/** @var CLp $lp */
$lp = $repo->find($row['lp_id']);
$dataLp = [
'cidReq' => $course['code'],
'id_session' => $sessionId,
'lp_id' => $row['lp_id'],
'action' => 'view',
];
$urlParamsLp = http_build_query($dataLp);
$row['lp_url'] = '<a
href="'.api_get_path(WEB_CODE_PATH).'lp/lp_controller.php?'.$urlParamsLp.'">'.
$lp->getTitle().
'</a>';
}
}
$userInfo = api_get_user_info($row['sys_insert_user_id']);
$row['user_url'] = '<a href="'.api_get_path(WEB_PATH).'main/admin/user_information.php?user_id='.$userInfo['user_id'].'">
'.$userInfo['complete_name'].'</a>';
$ticket['usuario'] = $userInfo;
$ticket['ticket'] = $row;
}
$sql = "SELECT *, message.id as message_id, user.id AS user_id
FROM $table_support_messages message
INNER JOIN $table_main_user user
ON (message.sys_insert_user_id = user.id)
WHERE user.active <> ".USER_SOFT_DELETED." AND
message.ticket_id = '$ticketId' ";
$result = Database::query($sql);
$ticket['messages'] = [];
$attach_icon = Display::getMdiIcon(ObjectIcon::ATTACHMENT, 'ch-tool-icon', null, ICON_SIZE_SMALL);
while ($row = Database::fetch_assoc($result)) {
$message = $row;
$message['admin'] = UserManager::is_admin($message['user_id']);
$message['user_info'] = api_get_user_info($message['user_id']);
$messageAttachments = $attachmentRepo->findBy(['ticket' => $ticketId, 'message' => $row['message_id']]);
/** @var TicketMessageAttachment $messageAttachment */
foreach ($messageAttachments as $messageAttachment) {
$archiveURL = $attachmentRepo->getResourceFileDownloadUrl($messageAttachment);
$link = Display::url(
sprintf("%s (%d)", $messageAttachment->getFilename(), $messageAttachment->getSize()),
$archiveURL
);
$message['attachments'][] = $attach_icon.PHP_EOL.$link;
}
$ticket['messages'][] = $message;
}
}
return $ticket;
}
/**
* @param int $ticketId
* @param int $userId
*
* @return bool
*/
public static function update_message_status($ticketId, $userId)
{
$ticketId = (int) $ticketId;
$userId = (int) $userId;
$table_support_messages = Database::get_main_table(TABLE_TICKET_MESSAGE);
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
$now = api_get_utc_datetime();
$sql = "UPDATE $table_support_messages
SET
status = 'LEI',
sys_lastedit_user_id ='".api_get_user_id()."',
sys_lastedit_datetime ='".$now."'
WHERE ticket_id ='$ticketId' ";
if (api_is_platform_admin()) {
$sql .= " AND sys_insert_user_id = '$userId'";
} else {
$sql .= " AND sys_insert_user_id != '$userId'";
}
$result = Database::query($sql);
if (Database::affected_rows($result) > 0) {
Database::query(
"UPDATE $table_support_tickets SET
status_id = '".self::STATUS_PENDING."'
WHERE id ='$ticketId' AND status_id = '".self::STATUS_NEW."'"
);
return true;
}
return false;
}
/**
* Send notification to a user through the internal messaging system.
*
* @param int $ticketId
* @param string $title
* @param string $message
* @param int $onlyToUserId
*
* @return bool
*/
public static function sendNotification($ticketId, $title, $message, $onlyToUserId = 0)
{
$ticketInfo = self::get_ticket_detail_by_id($ticketId);
if (empty($ticketInfo)) {
return false;
}
$assignedUserInfo = api_get_user_info($ticketInfo['ticket']['assigned_last_user']);
$requestUserInfo = $ticketInfo['usuario'];
$ticketCode = $ticketInfo['ticket']['code'];
$status = $ticketInfo['ticket']['status'];
$priority = $ticketInfo['ticket']['priority'];
// Subject
$titleEmail = "[$ticketCode] $title";
// Content
$href = api_get_path(WEB_CODE_PATH).'ticket/ticket_details.php?ticket_id='.$ticketId;
$ticketUrl = Display::url($ticketCode, $href);
$messageEmail = get_lang('Ticket number').": $ticketUrl <br />";
$messageEmail .= get_lang('Status').": $status <br />";
$messageEmail .= get_lang('Priority').": $priority <br />";
$messageEmail .= '<hr /><br />';
$messageEmail .= $message;
$currentUserId = api_get_user_id();
$attachmentList = [];
$attachments = self::getTicketMessageAttachmentsByTicketId($ticketId);
if (!empty($attachments)) {
/** @var TicketMessageAttachment $attachment */
foreach ($attachments as $attachment) {
//$attachment->get
}
}
if (!empty($onlyToUserId)) {
// Send only to specific user
if ($currentUserId != $onlyToUserId) {
MessageManager::send_message_simple(
$onlyToUserId,
$titleEmail,
$messageEmail,
0,
false,
false,
true,
$attachmentList
);
}
} else {
// Send to assigned user and to author
if ($requestUserInfo && $currentUserId != $requestUserInfo['id']) {
MessageManager::send_message_simple(
$requestUserInfo['id'],
$titleEmail,
$messageEmail,
0,
false,
false,
false,
$attachmentList
);
}
if ($assignedUserInfo &&
$requestUserInfo['id'] != $assignedUserInfo['id'] &&
$currentUserId != $assignedUserInfo['id']
) {
MessageManager::send_message_simple(
$assignedUserInfo['id'],
$titleEmail,
$messageEmail,
0,
false,
false,
false,
$attachmentList
);
}
}
}
/**
* @param array $params
* @param int $ticketId
* @param int $userId
*
* @return bool
*/
public static function updateTicket(
$params,
$ticketId,
$userId
) {
$now = api_get_utc_datetime();
$table = Database::get_main_table(TABLE_TICKET_TICKET);
$newParams = [
'priority_id' => isset($params['priority_id']) ? (int) $params['priority_id'] : '',
'status_id' => isset($params['status_id']) ? (int) $params['status_id'] : '',
'sys_lastedit_user_id' => (int) $userId,
'sys_lastedit_datetime' => $now,
];
Database::update($table, $newParams, ['id = ? ' => $ticketId]);
return true;
}
/**
* @param int $status_id
* @param int $ticketId
* @param int $userId
*
* @return bool
*/
public static function update_ticket_status(
$status_id,
$ticketId,
$userId
) {
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
$ticketId = (int) $ticketId;
$status_id = (int) $status_id;
$userId = (int) $userId;
$now = api_get_utc_datetime();
$sql = "UPDATE $table_support_tickets
SET
status_id = '$status_id',
sys_lastedit_user_id ='$userId',
sys_lastedit_datetime ='".$now."'
WHERE id ='$ticketId'";
$result = Database::query($sql);
if (Database::affected_rows($result) > 0) {
self::sendNotification(
$ticketId,
get_lang('Ticket updated'),
get_lang('Ticket updated')
);
return true;
}
return false;
}
/**
* @return mixed
*/
public static function getNumberOfMessages()
{
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
$table_support_messages = Database::get_main_table(TABLE_TICKET_MESSAGE);
$table_main_user = Database::get_main_table(TABLE_MAIN_USER);
$table_main_admin = Database::get_main_table(TABLE_MAIN_ADMIN);
$user_info = api_get_user_info();
$userId = $user_info['user_id'];
$sql = "SELECT COUNT(DISTINCT ticket.id) AS unread
FROM $table_support_tickets ticket,
$table_support_messages message ,
$table_main_user user
WHERE
ticket.id = message.ticket_id AND
message.status = 'NOL' AND
user.user_id = message.sys_insert_user_id ";
if (!api_is_platform_admin()) {
$sql .= " AND ticket.request_user = '$userId'
AND user_id IN (SELECT user_id FROM $table_main_admin) ";
} else {
$sql .= " AND user_id NOT IN (SELECT user_id FROM $table_main_admin)
AND ticket.status_id != '".self::STATUS_FORWARDED."'";
}
$sql .= " AND ticket.project_id != '' ";
$res = Database::query($sql);
$obj = Database::fetch_object($res);
return $obj->unread;
}
/**
* @param int $ticketId
* @param int $userId
*/
public static function send_alert($ticketId, $userId)
{
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
$now = api_get_utc_datetime();
$ticketId = (int) $ticketId;
$userId = (int) $userId;
$sql = "UPDATE $table_support_tickets SET
priority_id = '".self::PRIORITY_HIGH."',
sys_lastedit_user_id = $userId,
sys_lastedit_datetime = '$now'
WHERE id = $ticketId";
Database::query($sql);
}
/**
* @param int $ticketId
* @param int $userId
*/
public static function close_ticket($ticketId, $userId)
{
$ticketId = (int) $ticketId;
$userId = (int) $userId;
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
$now = api_get_utc_datetime();
$sql = "UPDATE $table_support_tickets SET
status_id = '".self::STATUS_CLOSE."',
sys_lastedit_user_id ='$userId',
sys_lastedit_datetime ='".$now."',
end_date ='$now'
WHERE id ='$ticketId'";
Database::query($sql);
self::sendNotification(
$ticketId,
get_lang('Ticket closed'),
get_lang('Ticket closed')
);
}
/**
* Close old tickets.
*/
public static function close_old_tickets()
{
$table = Database::get_main_table(TABLE_TICKET_TICKET);
$now = api_get_utc_datetime();
$userId = api_get_user_id();
$sql = "UPDATE $table
SET
status_id = '".self::STATUS_CLOSE."',
sys_lastedit_user_id ='$userId',
sys_lastedit_datetime ='$now',
end_date = '$now'
WHERE
DATEDIFF('$now', sys_lastedit_datetime) > 7 AND
status_id != '".self::STATUS_CLOSE."' AND
status_id != '".self::STATUS_NEW."' AND
status_id != '".self::STATUS_FORWARDED."'";
Database::query($sql);
}
/**
* @param int $ticketId
*
* @return array
*/
public static function get_assign_log($ticketId)
{
$table = Database::get_main_table(TABLE_TICKET_ASSIGNED_LOG);
$ticketId = (int) $ticketId;
$sql = "SELECT * FROM $table
WHERE ticket_id = $ticketId
ORDER BY assigned_date DESC";
$result = Database::query($sql);
$history = [];
$webpath = api_get_path(WEB_PATH);
while ($row = Database::fetch_assoc($result)) {
if (0 != $row['user_id']) {
$assignuser = api_get_user_info($row['user_id']);
$row['assignuser'] = '<a href="'.$webpath.'main/admin/user_information.php?user_id='.$row['user_id'].'" target="_blank">'.
$assignuser['username'].'</a>';
} else {
$row['assignuser'] = get_lang('Unassign');
}
$row['assigned_date'] = Display::dateToStringAgoAndLongDate($row['assigned_date']);
$insertuser = api_get_user_info($row['sys_insert_user_id']);
$row['insertuser'] = '<a href="'.$webpath.'main/admin/user_information.php?user_id='.$row['sys_insert_user_id'].'" target="_blank">'.
$insertuser['username'].'</a>';
$history[] = $row;
}
return $history;
}
/**
* @param $from
* @param $number_of_items
* @param $column
* @param $direction
* @param null $userId
*
* @return array
*/
public static function export_tickets_by_user_id(
$from,
$number_of_items,
$column,
$direction,
$userId = null
) {
$from = (int) $from;
$number_of_items = (int) $number_of_items;
$table_support_category = Database::get_main_table(
TABLE_TICKET_CATEGORY
);
$table_support_tickets = Database::get_main_table(TABLE_TICKET_TICKET);
$table_support_priority = Database::get_main_table(TABLE_TICKET_PRIORITY);
$table_support_status = Database::get_main_table(TABLE_TICKET_STATUS);
$table_support_messages = Database::get_main_table(TABLE_TICKET_MESSAGE);
$table_main_user = Database::get_main_table(TABLE_MAIN_USER);
if (is_null($direction)) {
$direction = 'DESC';
}
if (is_null($userId) || 0 == $userId) {
$userId = api_get_user_id();
}
$sql = "SELECT
ticket.code,
ticket.sys_insert_datetime,
ticket.sys_lastedit_datetime,
cat.title as category,
CONCAT(user.lastname,' ', user.firstname) AS fullname,
status.title as status,
ticket.total_messages as messages,
ticket.assigned_last_user as responsable
FROM $table_support_tickets ticket,
$table_support_category cat ,
$table_support_priority priority,
$table_support_status status ,
$table_main_user user
WHERE
cat.id = ticket.category_id
AND ticket.priority_id = priority.id
AND ticket.status_id = status.id
AND user.user_id = ticket.request_user ";
// Search simple
if (isset($_GET['submit_simple'])) {
if ('' !== $_GET['keyword']) {
$keyword = Database::escape_string(trim($_GET['keyword']));
$sql .= " AND (ticket.code = '$keyword'
OR user.firstname LIKE '%$keyword%'
OR user.lastname LIKE '%$keyword%'
OR concat(user.firstname,' ',user.lastname) LIKE '%$keyword%'
OR concat(user.lastname,' ',user.firstname) LIKE '%$keyword%'
OR user.username LIKE '%$keyword%') ";
}
}
// Search advanced
if (isset($_GET['submit_advanced'])) {
$keyword_category = Database::escape_string(
trim($_GET['keyword_category'])
);
$keyword_request_user = Database::escape_string(
trim($_GET['keyword_request_user'])
);
$keywordAssignedTo = (int) $_GET['keyword_assigned_to'];
$keyword_start_date_start = Database::escape_string(
trim($_GET['keyword_start_date_start'])
);
$keyword_start_date_end = Database::escape_string(
trim($_GET['keyword_start_date_end'])
);
$keyword_status = Database::escape_string(
trim($_GET['keyword_status'])
);
$keyword_source = Database::escape_string(
trim($_GET['keyword_source'])
);
$keyword_priority = Database::escape_string(
trim($_GET['keyword_priority'])
);
$keyword_range = Database::escape_string(
trim($_GET['keyword_dates'])
);
$keyword_unread = Database::escape_string(
trim($_GET['keyword_unread'])
);
$keyword_course = Database::escape_string(
trim($_GET['keyword_course'])
);
if ('' != $keyword_category) {
$sql .= " AND ticket.category_id = '$keyword_category' ";
}
if ('' != $keyword_request_user) {
$sql .= " AND (ticket.request_user = '$keyword_request_user'
OR user.firstname LIKE '%$keyword_request_user%'
OR user.official_code LIKE '%$keyword_request_user%'
OR user.lastname LIKE '%$keyword_request_user%'
OR concat(user.firstname,' ',user.lastname) LIKE '%$keyword_request_user%'
OR concat(user.lastname,' ',user.firstname) LIKE '%$keyword_request_user%'
OR user.username LIKE '%$keyword_request_user%') ";
}
if (!empty($keywordAssignedTo)) {
$sql .= " AND ticket.assigned_last_user = $keywordAssignedTo ";
}
if ('' != $keyword_status) {
$sql .= " AND ticket.status_id = '$keyword_status' ";
}
if ('' == $keyword_range && '' != $keyword_start_date_start) {
$sql .= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') = '$keyword_start_date_start' ";
}
if ('1' == $keyword_range && '' != $keyword_start_date_start && '' != $keyword_start_date_end) {
$sql .= " AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') >= '$keyword_start_date_start'
AND DATE_FORMAT( ticket.start_date,'%d/%m/%Y') <= '$keyword_start_date_end'";
}
if ('' != $keyword_priority) {
$sql .= " AND ticket.priority_id = '$keyword_priority' ";
}
if ('' != $keyword_source) {
$sql .= " AND ticket.source = '$keyword_source' ";
}
if ('' != $keyword_priority) {
$sql .= " AND ticket.priority_id = '$keyword_priority' ";
}
if ('' != $keyword_course) {
$course_table = Database::get_main_table(TABLE_MAIN_COURSE);
$sql .= " AND ticket.course_id IN ( ";
$sql .= "SELECT id
FROM $course_table
WHERE (title LIKE '%$keyword_course%'
OR code LIKE '%$keyword_course%'
OR visual_code LIKE '%$keyword_course%' )) ";
}
if ('yes' == $keyword_unread) {
$sql .= " AND ticket.id IN (
SELECT ticket.id
FROM $table_support_tickets ticket,
$table_support_messages message,
$table_main_user user
WHERE ticket.id = message.ticket_id
AND message.status = 'NOL'
AND message.sys_insert_user_id = user.user_id
AND user.status != 1 AND ticket.status_id != '".self::STATUS_FORWARDED."'
GROUP BY ticket.id)";
} else {
if ('no' == $keyword_unread) {
$sql .= " AND ticket.id NOT IN (
SELECT ticket.id
FROM $table_support_tickets ticket,
$table_support_messages message,
$table_main_user user
WHERE ticket.id = message.ticket_id
AND message.status = 'NOL'
AND message.sys_insert_user_id = user.user_id
AND user.status != 1
AND ticket.status_id != '".self::STATUS_FORWARDED."'
GROUP BY ticket.id)";
}
}
}
$sql .= !str_contains($sql, 'WHERE') ? ' WHERE user.active <> '.USER_SOFT_DELETED : ' AND user.active <> '.USER_SOFT_DELETED;
$sql .= " LIMIT $from,$number_of_items";
$result = Database::query($sql);
$tickets[0] = [
utf8_decode('Ticket#'),
utf8_decode('Fecha'),
utf8_decode('Fecha Edicion'),
utf8_decode('Categoria'),
utf8_decode('Usuario'),
utf8_decode('Estado'),
utf8_decode('Mensajes'),
utf8_decode('Responsable'),
utf8_decode('Programa'),
];
while ($row = Database::fetch_assoc($result)) {
if (0 != $row['responsable']) {
$row['responsable'] = api_get_user_info($row['responsable']);
$row['responsable'] = $row['responsable']['firstname'].' '.$row['responsable']['lastname'];
}
$row['sys_insert_datetime'] = api_format_date(
$row['sys_insert_datetime'],
'%d/%m/%y - %I:%M:%S %p'
);
$row['sys_lastedit_datetime'] = api_format_date(
$row['sys_lastedit_datetime'],
'%d/%m/%y - %I:%M:%S %p'
);
$row['category'] = utf8_decode($row['category']);
$row['programa'] = utf8_decode($row['fullname']);
$row['fullname'] = utf8_decode($row['fullname']);
$row['responsable'] = utf8_decode($row['responsable']);
$tickets[] = $row;
}
return $tickets;
}
/**
* @param string $url
* @param int $projectId
*
* @return FormValidator
*/
public static function getCategoryForm($url, $projectId)
{
$form = new FormValidator('category', 'post', $url);
$form->addText('name', get_lang('Name'));
$form->addHtmlEditor('description', get_lang('Description'));
$form->addHidden('project_id', $projectId);
$form->addButtonUpdate(get_lang('Save'));
return $form;
}
/**
* @return array
*/
public static function getStatusList()
{
$items = Database::getManager()->getRepository(TicketStatus::class)->findAll();
$list = [];
/** @var TicketStatus $row */
foreach ($items as $row) {
$list[$row->getId()] = $row->getTitle();
}
return $list;
}
/**
* @param array $criteria
*
* @return array
*/
public static function getTicketsFromCriteria($criteria)
{
$items = Database::getManager()->getRepository(Ticket::class)->findBy($criteria);
$list = [];
/** @var Ticket $row */
foreach ($items as $row) {
$list[$row->getId()] = $row->getCode();
}
return $list;
}
/**
* @param string $code
*
* @return int
*/
public static function getStatusIdFromCode($code)
{
$item = Database::getManager()
->getRepository(TicketStatus::class)
->findOneBy(['code' => $code])
;
if ($item) {
return $item->getId();
}
return 0;
}
/**
* @return array
*/
public static function getPriorityList()
{
$projects = Database::getManager()->getRepository(TicketPriority::class)->findAll();
$list = [];
/** @var TicketPriority $row */
foreach ($projects as $row) {
$list[$row->getId()] = $row->getTitle();
}
return $list;
}
/**
* @return array
*/
public static function getProjects()
{
$projects = Database::getManager()->getRepository(TicketProject::class)->findAll();
$list = [];
/** @var TicketProject $row */
foreach ($projects as $row) {
$list[] = [
'id' => $row->getId(),
'0' => $row->getId(),
'1' => $row->getTitle(),
'2' => $row->getDescription(),
'3' => $row->getId(),
];
}
return $list;
}
/**
* @return array
*/
public static function getProjectsSimple()
{
$projects = Database::getManager()->getRepository(TicketProject::class)->findAll();
$list = [];
/** @var TicketProject $row */
foreach ($projects as $row) {
$list[] = [
'id' => $row->getId(),
'0' => $row->getId(),
'1' => Display::url(
$row->getTitle(),
api_get_path(WEB_CODE_PATH).'ticket/tickets.php?project_id='.$row->getId()
),
'2' => $row->getDescription(),
];
}
return $list;
}
/**
* @return int
*/
public static function getProjectsCount()
{
return Database::getManager()->getRepository(TicketProject::class)->createQueryBuilder('p')
->select('COUNT(p.id)')
->getQuery()
->getSingleScalarResult();
}
/**
* @param array $params
*/
public static function addProject($params)
{
$project = new TicketProject();
$project->setTitle($params['title']);
$project->setDescription($params['description']);
$project->setInsertUserId(api_get_user_id());
Database::getManager()->persist($project);
Database::getManager()->flush();
}
/**
* @param int $id
*
* @return TicketProject
*/
public static function getProject($id)
{
return Database::getManager()->getRepository(TicketProject::class)->find($id);
}
/**
* @param int $id
* @param array $params
*/
public static function updateProject($id, $params)
{
$project = self::getProject($id);
$project->setTitle($params['title']);
$project->setDescription($params['description']);
$project->setLastEditDateTime(new DateTime($params['sys_lastedit_datetime']));
$project->setLastEditUserId($params['sys_lastedit_user_id']);
Database::getManager()->persist($project);
Database::getManager()->flush();
}
/**
* @param int $id
*/
public static function deleteProject($id)
{
$project = self::getProject($id);
if ($project) {
Database::getManager()->remove($project);
Database::getManager()->flush();
}
}
/**
* @param string $url
*
* @return FormValidator
*/
public static function getProjectForm($url)
{
$form = new FormValidator('project', 'post', $url);
$form->addText('name', get_lang('Name'));
$form->addHtmlEditor('description', get_lang('Description'));
$form->addButtonUpdate(get_lang('Save'));
return $form;
}
/**
* @return array
*/
public static function getStatusAdminList()
{
$items = Database::getManager()->getRepository(TicketStatus::class)->findAll();
$list = [];
/** @var TicketStatus $row */
foreach ($items as $row) {
$list[] = [
'id' => $row->getId(),
'code' => $row->getCode(),
'0' => $row->getId(),
'1' => $row->getTitle(),
'2' => $row->getDescription(),
'3' => $row->getId(),
];
}
return $list;
}
/**
* @return array
*/
/*public static function getStatusSimple()
{
$projects = Database::getManager()->getRepository(TicketStatus::class)->findAll();
$list = [];
// @var TicketProject $row
foreach ($projects as $row) {
$list[] = [
'id' => $row->getId(),
'0' => $row->getId(),
'1' => Display::url($row->getName()),
'2' => $row->getDescription(),
];
}
return $list;
}*/
/**
* @return int
*/
public static function getStatusCount()
{
return Database::getManager()->getRepository(TicketStatus::class)->createQueryBuilder('p')
->select('COUNT(p.id)')
->getQuery()
->getSingleScalarResult();
}
/**
* @param array $params
*/
public static function addStatus($params)
{
$item = new TicketStatus();
$item->setCode(URLify::filter($params['title']));
$item->setTitle($params['title']);
$item->setDescription($params['description']);
Database::getManager()->persist($item);
Database::getManager()->flush();
}
/**
* @param $id
*
* @return TicketProject
*/
public static function getStatus($id)
{
return Database::getManager()->getRepository(TicketStatus::class)->find($id);
}
/**
* @param int $id
* @param array $params
*/
public static function updateStatus($id, $params)
{
$item = self::getStatus($id);
$item->setTitle($params['title']);
$item->setDescription($params['description']);
Database::getManager()->persist($item);
Database::getManager()->flush();
}
/**
* @param int $id
*/
public static function deleteStatus($id)
{
$item = self::getStatus($id);
if ($item) {
Database::getManager()->remove($item);
Database::getManager()->flush();
}
}
/**
* @param string $url
*
* @return FormValidator
*/
public static function getStatusForm($url)
{
$form = new FormValidator('status', 'post', $url);
$form->addText('name', get_lang('Name'));
$form->addHtmlEditor('description', get_lang('Description'));
$form->addButtonUpdate(get_lang('Save'));
return $form;
}
/**
* @return array
*/
public static function getPriorityAdminList()
{
$items = Database::getManager()->getRepository(TicketPriority::class)->findAll();
$list = [];
/** @var TicketStatus $row */
foreach ($items as $row) {
$list[] = [
'id' => $row->getId(),
'code' => $row->getCode(),
'0' => $row->getId(),
'1' => $row->getTitle(),
'2' => $row->getDescription(),
'3' => $row->getId(),
];
}
return $list;
}
/**
* @return int
*/
public static function getPriorityCount()
{
return Database::getManager()->getRepository(TicketPriority::class)->createQueryBuilder('p')
->select('COUNT(p.id)')
->getQuery()
->getSingleScalarResult();
}
/**
* @param array $params
*/
public static function addPriority($params)
{
$item = new TicketPriority();
$item
->setCode(URLify::filter($params['title']))
->setTitle($params['title'])
->setDescription($params['description'])
->setColor('')
->setInsertUserId(api_get_user_id())
->setUrgency('')
;
Database::getManager()->persist($item);
Database::getManager()->flush();
}
/**
* @param $id
*
* @return TicketPriority
*/
public static function getPriority($id)
{
return Database::getManager()->getRepository(TicketPriority::class)->find($id);
}
/**
* @param int $id
* @param array $params
*/
public static function updatePriority($id, $params)
{
$item = self::getPriority($id);
$item->setTitle($params['title']);
$item->setDescription($params['description']);
Database::getManager()->persist($item);
Database::getManager()->flush();
}
/**
* @param int $id
*/
public static function deletePriority($id)
{
$item = self::getPriority($id);
if ($item) {
Database::getManager()->remove($item);
Database::getManager()->flush();
}
}
/**
* @param string $url
*
* @return FormValidator
*/
public static function getPriorityForm($url)
{
$form = new FormValidator('priority', 'post', $url);
$form->addText('name', get_lang('Name'));
$form->addHtmlEditor('description', get_lang('Description'));
$form->addButtonUpdate(get_lang('Save'));
return $form;
}
/**
* Returns a list of menu elements for the tickets system's configuration.
*
* @param string $exclude The element to exclude from the list
*
* @return array
*/
public static function getSettingsMenuItems($exclude = null)
{
$project = [
'icon' => ObjectIcon::PROJECT,
'url' => 'projects.php',
'content' => get_lang('Projects'),
];
$status = [
'icon' => StateIcon::COMPLETE,
'url' => 'status.php',
'content' => get_lang('Status'),
];
$priority = [
'icon' => StateIcon::EXPIRED,
'url' => 'priorities.php',
'content' => get_lang('Priority'),
];
switch ($exclude) {
case 'project':
$items = [$status, $priority];
break;
case 'status':
$items = [$project, $priority];
break;
case 'priority':
$items = [$project, $status];
break;
default:
$items = [$project, $status, $priority];
break;
}
return $items;
}
/**
* Returns a list of strings representing the default statuses.
*
* @return array
*/
public static function getDefaultStatusList()
{
return [
self::STATUS_NEW,
self::STATUS_PENDING,
self::STATUS_UNCONFIRMED,
self::STATUS_CLOSE,
self::STATUS_FORWARDED,
];
}
/**
* @return array
*/
public static function getDefaultPriorityList()
{
return [
self::PRIORITY_NORMAL,
self::PRIORITY_HIGH,
self::PRIORITY_LOW,
self::STATUS_CLOSE,
self::STATUS_FORWARDED,
];
}
/**
* Deletes the user from all the ticket system.
*
* @param int $userId
*/
public static function deleteUserFromTicketSystem($userId)
{
$userId = (int) $userId;
$schema = Database::getManager()->getConnection()->createSchemaManager();
if ($schema->tablesExist('ticket_assigned_log')) {
$sql = "UPDATE ticket_assigned_log SET user_id = NULL WHERE user_id = $userId";
Database::query($sql);
$sql = "UPDATE ticket_assigned_log SET sys_insert_user_id = NULL WHERE sys_insert_user_id = $userId";
Database::query($sql);
}
if ($schema->tablesExist('ticket_ticket')) {
$sql = "UPDATE ticket_ticket SET assigned_last_user = NULL WHERE assigned_last_user = $userId";
Database::query($sql);
$sql = "UPDATE ticket_ticket SET sys_insert_user_id = NULL WHERE sys_insert_user_id = $userId";
Database::query($sql);
$sql = "UPDATE ticket_ticket SET sys_lastedit_user_id = NULL WHERE sys_lastedit_user_id = $userId";
Database::query($sql);
}
if ($schema->tablesExist('ticket_category')) {
$sql = "UPDATE ticket_category SET sys_insert_user_id = NULL WHERE sys_insert_user_id = $userId";
Database::query($sql);
$sql = "UPDATE ticket_category SET sys_lastedit_user_id = NULL WHERE sys_lastedit_user_id = $userId";
Database::query($sql);
}
if ($schema->tablesExist('ticket_category_rel_user')) {
$sql = "DELETE FROM ticket_category_rel_user WHERE user_id = $userId";
Database::query($sql);
}
if ($schema->tablesExist('ticket_message')) {
$sql = "UPDATE ticket_message SET sys_insert_user_id = NULL WHERE sys_insert_user_id = $userId";
Database::query($sql);
$sql = "UPDATE ticket_message SET sys_lastedit_user_id = NULL WHERE sys_lastedit_user_id = $userId";
Database::query($sql);
}
if ($schema->tablesExist('ticket_message_attachments')) {
$sql = "UPDATE ticket_message_attachments SET sys_insert_user_id = NULL WHERE sys_insert_user_id = $userId";
Database::query($sql);
$sql = "UPDATE ticket_message_attachments SET sys_lastedit_user_id = NULL WHERE sys_lastedit_user_id = $userId";
Database::query($sql);
}
if ($schema->tablesExist('ticket_priority')) {
$sql = "UPDATE ticket_priority SET sys_insert_user_id = NULL WHERE sys_insert_user_id = $userId";
Database::query($sql);
$sql = "UPDATE ticket_priority SET sys_lastedit_user_id = NULL WHERE sys_lastedit_user_id = $userId";
Database::query($sql);
}
if ($schema->tablesExist('ticket_project')) {
$sql = "UPDATE ticket_project SET sys_insert_user_id = NULL WHERE sys_insert_user_id = $userId";
Database::query($sql);
$sql = "UPDATE ticket_project SET sys_lastedit_user_id = NULL WHERE sys_lastedit_user_id = $userId";
Database::query($sql);
}
}
/**
* @deprecated Use TicketProjectHelper::userIsAllowInProject instead
*/
public static function userIsAllowInProject(int $projectId): bool
{
$authorizationChecked = Container::getAuthorizationChecker();
if ($authorizationChecked->isGranted('ROLE_ADMIN')) {
return true;
}
$allowRoleList = self::getAllowedRolesFromProject($projectId);
// Check if a role was set to the project.
// Project 1 is considered the default and is accessible to all users
if (!empty($allowRoleList)) {
$result = false;
foreach ($allowRoleList as $role) {
if ($authorizationChecked->isGranted($role)) {
$result = true;
break;
}
}
return $result;
}
return false;
}
/**
* @deprecated Use TicketProjectHelper::getAllowedRolesFromProject instead
*/
public static function getAllowedRolesFromProject(int $projectId): array
{
// Define a mapping from role IDs to role names
$roleMap = [
1 => 'ROLE_TEACHER',
17 => 'ROLE_STUDENT_BOSS',
4 => 'ROLE_HR',
3 => 'ROLE_SESSION_MANAGER',
// ... other mappings can be added as needed
];
$jsonString = Container::getSettingsManager()->getSetting('ticket.ticket_project_user_roles');
if (empty($jsonString)) {
return [];
}
$data = json_decode($jsonString, true);
if (JSON_ERROR_NONE !== json_last_error()) {
// Invalid JSON
return [];
}
if (!isset($data['permissions'][$projectId])) {
// No permissions for the given projectId
return [];
}
$roleIds = $data['permissions'][$projectId];
// Transform role IDs into role names using the defined mapping
return array_map(function ($roleId) use ($roleMap) {
return $roleMap[$roleId] ?? "$roleId";
}, $roleIds);
}
}