khanat-opennel-code/code/web/private_php/ams/autoload/ticket_queue.php

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<?php
/**
* Data class that holds a lot of queries that load specific tickets.
* These queries are being used by the ticket_queue_handler class. An object of this class holds 2 attributes: the query and the params used for the query.
* @author Daan Janssens, mentored by Matthew Lagoe
*/
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class Ticket_Queue{
private $query; /**< The query that loads specific tickets */
private $params; /**< The parameter array that's being needed by the query */
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/**
* loads the not yet assigned tickets query into the objects attributes.
*/
public function loadAllNotAssignedTickets(){
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$this->query = "SELECT ticket . * FROM ticket LEFT JOIN assigned ON ticket.TId = assigned.Ticket WHERE assigned.Ticket IS NULL";
$this->params = array();
}
/**
* loads the 'all' tickets query into the objects attributes.
*/
public function loadAllTickets(){
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$this->query = "SELECT * FROM `ticket`";
$this->params = array();
}
/**
* loads the 'all open' tickets query into the objects attributes.
*/
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public function loadAllOpenTickets(){
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$this->query = "SELECT * FROM ticket INNER JOIN ticket_user ON ticket.Author = ticket_user.TUserId and ticket.Status!=3";
$this->params = array();
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}
/**
* loads the 'closed' tickets query into the objects attributes.
*/
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public function loadAllClosedTickets(){
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$this->query = "SELECT * FROM ticket INNER JOIN ticket_user ON ticket.Author = ticket_user.TUserId and ticket.Status=3";
$this->params = array();
}
/**
* loads the 'todo' tickets query & params into the objects attributes.
* first: find the tickets assigned to the user with status = waiting on support,
* second find all not assigned tickets that aren't forwarded yet.
* find all tickets assigned to someone else witht status waiting on support, with timestamp of last reply > 1 day,
* find all non-assigned tickets forwarded to the support groups to which that user belongs
* @param $user_id the user's id to whom the tickets should be assigned
*/
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public function loadToDoTickets($user_id){
$this->query = "SELECT * FROM `ticket` t LEFT JOIN `assigned` a ON t.TId = a.Ticket LEFT JOIN `ticket_user` tu ON tu.TUserId = a.User LEFT JOIN `forwarded` f ON t.TId = f.Ticket
WHERE (tu.ExternId = :user_id AND t.Status = 1)
OR (a.Ticket IS NULL AND f.Group IS NULL)
OR (tu.ExternId != :user_id AND t.Status = 1 AND (SELECT ticket_reply.Timestamp FROM `ticket_reply` WHERE Ticket =t.TId ORDER BY TReplyId DESC LIMIT 1) < NOW() - INTERVAL 1 DAY )
OR (a.Ticket IS NULL AND EXISTS (SELECT * FROM `in_support_group` isg JOIN `ticket_user` tu2 ON isg.User = tu2.TUserId WHERE isg.Group = f.Group))
";
$this->params = array('user_id' => $user_id);
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}
/**
* loads the 'tickets asssigned to a user and waiting on support' query & params into the objects attributes.
* @param $user_id the user's id to whom the tickets should be assigned
*/
public function loadAssignedandWaiting($user_id){
$this->query = "SELECT * FROM `ticket` t LEFT JOIN `assigned` a ON t.TId = a.Ticket LEFT JOIN `ticket_user` tu ON tu.TUserId = a.User
WHERE (tu.ExternId = :user_id AND t.Status = 1)";
$this->params = array('user_id' => $user_id);
}
/**
* loads the 'created' query & params into the objects attributes.
* This function creates dynamically a query based on the selected features.
* @param $who specifies if we want to user the user_id or group_id to form the query.
* @param $userid the user's id to whom the tickets should be assigned/not assigned
* @param $groupid the group's id to whom the tickets should be forwarded/not forwarded
* @param $what specifies what kind of tickets we want to return: waiting for support, waiting on user, closed
* @param $how specifies if the tickets should be or shouldn't be assigned/forwarded to the group/user selected.
*/
public function createQueue($userid, $groupid, $what, $how, $who){
if($who == "user"){
$selectfrom = "SELECT * FROM `ticket` t LEFT JOIN `assigned` a ON t.TId = a.Ticket LEFT JOIN `ticket_user` tu ON tu.TUserId = a.User";
if ($how == "both"){
$assign = "";
}else if ($how == "assigned"){
$assign = "tu.TUserId = :id" ;
}else if ($how == "not_assigned"){
$assign = "(tu.TUserId != :id OR a.Ticket IS NULL)";
}
}else if ($who == "support_group"){
$selectfrom = "SELECT * FROM `ticket` t LEFT JOIN `assigned` a ON t.TId = a.Ticket LEFT JOIN `ticket_user` tu ON tu.TUserId = a.User LEFT JOIN `forwarded` f ON t.TId = f.Ticket";
if ($how == "both"){
$assign = "";
}else if ($how == "assigned"){
$assign = "f.Group = :id";
}else if ($how == "not_assigned"){
$assign = "(f.Group != :id OR f.Ticket IS NULL)" ;
}
}
if ($what == "waiting_for_support"){
$status = "t.Status = 1";
}else if ($what == "waiting_for_users"){
$status = "t.Status = 0";
}else if ($what == "closed"){
$status = "t.Status = 3";
}
if ($assign == "") {
$query = $selectfrom;
if(isset($status)){
$query = $query . " WHERE " . $status;
}
} else {
$query = $selectfrom ." WHERE " . $assign;
if(isset($status)){
$query = $query . " AND " . $status;
}
}
if($who == "user"){
$params = array('id' => $userid);
}else if ($who == "support_group"){
$params = array('id' => $groupid);
}
$this->query = $query;
$this->params = $params;
//print_r($this);
}
////////////////////////////////////////////Getters////////////////////////////////////////////////////
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/**
* get query attribute of the object.
*/
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public function getQuery(){
return $this->query;
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}
/**
* get params attribute of the object.
*/
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public function getParams(){
return $this->params;
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}
}