620 lines
22 KiB
PHP
620 lines
22 KiB
PHP
<?php
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/**
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* class that handles most ticket related functions.
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* the ticket class is used for most ticketing related functions, it also holds some wrapper functions.
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* @author Daan Janssens, mentored by Matthew Lagoe
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*/
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class Ticket{
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private $tId; /**< The id of ticket */
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private $timestamp; /**< Timestamp of the ticket */
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private $title; /**< Title of the ticket */
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private $status; /**< Status of the ticket (0 = waiting on user reply, 1 = waiting on support, (2= not used atm), 3 = closed */
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private $queue; /**< (not in use atm) */
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private $ticket_category; /**< the id of the category belonging to the ticket */
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private $author; /**< The ticket_users id */
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private $priority; /**< The priority of the ticket where 0 = low, 3= supadupahigh */
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////////////////////////////////////////////Functions////////////////////////////////////////////////////
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/**
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* check if a ticket exists.
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* @param $id the id of the ticket to be checked.
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* @return true if the ticket exists, else false.
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*/
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public static function ticketExists($id) {
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$dbl = new DBLayer("lib");
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//check if ticket exists
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if( $dbl->select("`ticket`", array('ticket_id' => $id), "`TId` = :ticket_id")->rowCount() ){
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return true;
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}else{
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return false;
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}
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}
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/**
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* return an array of the possible statuses
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* @return an array containing the string values that represent the different statuses.
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*/
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public static function getStatusArray() {
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return Array("Waiting on user reply","Waiting on support","Waiting on Dev reply","Closed");
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}
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/**
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* return an array of the possible priorities
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* @return an array containing the string values that represent the different priorities.
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*/
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public static function getPriorityArray() {
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return Array("Low","Normal","High","Super Dupa High");
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}
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/**
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* return an entire ticket.
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* returns the ticket object and an array of all replies to that ticket.
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* @param $id the id of the ticket.
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* @param $view_as_admin true if the viewer of the ticket is a mod, else false (depending on this it will also show the hidden comments)
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* @return an array containing the 'ticket_obj' and a 'reply_array', which is an array containing all replies to that ticket.
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*/
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public static function getEntireTicket($id,$view_as_admin) {
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$ticket = new Ticket();
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$ticket->load_With_TId($id);
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$reply_array = Ticket_Reply::getRepliesOfTicket($id, $view_as_admin);
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return Array('ticket_obj' => $ticket,'reply_array' => $reply_array);
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}
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/**
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* return all tickets of a specific user.
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* an array of all tickets created by a specific user are returned by this function.
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* @param $author the id of the user of whom we want all tickets from.
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* @return an array containing all ticket objects related to a user.
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*/
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public static function getTicketsOf($author) {
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$dbl = new DBLayer("lib");
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$statement = $dbl->execute("SELECT * FROM ticket INNER JOIN ticket_user ON ticket.Author = ticket_user.TUserId and ticket_user.ExternId=:id", array('id' => $author));
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$row = $statement->fetchAll();
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$result = Array();
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foreach($row as $ticket){
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$instance = new self();
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$instance->setTId($ticket['TId']);
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$instance->setTimestamp($ticket['Timestamp']);
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$instance->setTitle($ticket['Title']);
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$instance->setStatus($ticket['Status']);
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$instance->setQueue($ticket['Queue']);
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$instance->setTicket_Category($ticket['Ticket_Category']);
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$instance->setAuthor($ticket['Author']);
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$result[] = $instance;
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}
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return $result;
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}
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/**
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* function that creates a new ticket.
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* A new ticket will be created, in case the extra_info != 0 and the http request came from ingame, then a ticket_info page will be created.
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* A log entry will be written, depending on the $real_authors value. In case the for_support_group parameter is set, the ticket will be forwarded immediately.
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* Also the mail handler will create a new email that will be sent to the author to notify him that his ticket is freshly created.
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* @param $title the title we want to give to the ticket.
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* @param $content the content we want to give to the starting post of the ticket.
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* @param $category the id of the category that should be related to the ticket.
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* @param $author the person who's id will be stored in the database as creator of the ticket.
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* @param $real_author should be the same id, or a moderator/admin who creates a ticket for another user (this is used for logging purposes).
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* @param $for_support_group in case you directly want to forward the ticket after creating it. (default value = 0 = don't forward)
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* @param $extra_info used for creating an ticket_info page related to the ticket, this only happens when the ticket is made ingame.
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* @return the created tickets id.
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*/
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public static function create_Ticket( $title, $content, $category, $author, $real_author, $for_support_group = 0, $extra_info = 0) {
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//create the new ticket!
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$ticket = new Ticket();
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$values = array("Title" => $title, "Timestamp"=>0, "Status"=> 1, "Queue"=> 0, "Ticket_Category" => $category, "Author" => $author, "Priority" => 0);
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$ticket->set($values);
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$ticket->create();
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$ticket_id = $ticket->getTId();
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//if ingame then add an extra info
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if(Helpers::check_if_game_client() && $extra_info != 0){
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$extra_info['Ticket'] = $ticket_id;
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Ticket_Info::create_Ticket_Info($extra_info);
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}
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//write a log entry
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if ( $author == $real_author){
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Ticket_Log::createLogEntry( $ticket_id, $author, 1);
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}else{
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Ticket_Log::createLogEntry( $ticket_id, $real_author, 2, $author);
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}
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Ticket_Reply::createReply($content, $author, $ticket_id, 0, $author);
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//forwards the ticket directly after creation to the supposed support group
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if($for_support_group){
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Ticket::forwardTicket(0, $ticket_id, $for_support_group);
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}
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//send email that new ticket has been created
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Mail_Handler::send_ticketing_mail($ticket->getAuthor(), $ticket, $content, "NEW", $ticket->getForwardedGroupId());
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return $ticket_id;
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}
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/**
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* updates the ticket's status.
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* A log entry about this will be created only if the newStatus is different from the current status.
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* @param $ticket_id the id of the ticket of which we want to change the status.
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* @param $newStatus the new status value (integer)
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* @param $author the user (id) that performed the update status action
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*/
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public static function updateTicketStatus( $ticket_id, $newStatus, $author) {
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$ticket = new Ticket();
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$ticket->load_With_TId($ticket_id);
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if ($ticket->getStatus() != $newStatus){
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$ticket->setStatus($newStatus);
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Ticket_Log::createLogEntry( $ticket_id, $author, 5, $newStatus);
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}
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$ticket->update();
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}
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/**
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* updates the ticket's status & priority.
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* A log entry about this will be created only if the newStatus is different from the current status and also when the newPriority is different from the current priority.
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* @todo break this function up into a updateStatus (already exists) and updatePriority function and perhaps write a wrapper function for the combo.
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* @param $ticket_id the id of the ticket of which we want to change the status & priority
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* @param $newStatus the new status value (integer)
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* @param $newPriority the new priority value (integer)
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* @param $author the user (id) that performed the update
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*/
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public static function updateTicketStatusAndPriority( $ticket_id, $newStatus, $newPriority, $author) {
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$ticket = new Ticket();
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$ticket->load_With_TId($ticket_id);
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if ($ticket->getStatus() != $newStatus){
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$ticket->setStatus($newStatus);
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Ticket_Log::createLogEntry( $ticket_id, $author, 5, $newStatus);
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}
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if ($ticket->getPriority() != $newPriority){
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$ticket->setPriority($newPriority);
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Ticket_Log::createLogEntry( $ticket_id, $author, 6, $newPriority);
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}
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$ticket->update();
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}
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/**
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* return the latest reply of a ticket
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* @param $ticket_id the id of the ticket.
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* @return a ticket_reply object.
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*/
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public static function getLatestReply( $ticket_id) {
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$dbl = new DBLayer("lib");
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$statement = $dbl->execute("SELECT * FROM ticket_reply WHERE Ticket =:id ORDER BY TReplyId DESC LIMIT 1 ", array('id' => $ticket_id));
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$reply = new Ticket_Reply();
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$reply->set($statement->fetch());
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return $reply;
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}
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/**
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* return the attachments list
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* @param $ticket_id the id of the ticket.
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* @return a ticket_reply object.
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*/
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public static function getAttachments( $ticket_id) {
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$dbl = new DBLayer("lib");
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$statement = $dbl->select("`ticket_attachments`",array('ticket_TId' => $ticket_id), "`ticket_TId` =:ticket_TId ORDER BY Timestamp DESC");
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$fetchall = $statement->fetchall();
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$base = 0;
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foreach ($fetchall as &$value) {
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$webUser = new WebUsers($value['Uploader']);
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$fetchall[$base]['Username'] = $webUser->getUsername();
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$base++;
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}
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return $fetchall;
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}
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/**
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* create a new reply for a ticket.
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* A reply will only be added if the content isn't empty and if the ticket isn't closed.
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* The ticket creator will be notified by email that someone else replied on his ticket.
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* @param $content the content of the reply
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* @param $author the author of the reply
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* @param $ticket_id the id of the ticket to which we want to add the reply.
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* @param $hidden boolean that specifies if the reply should only be shown to mods/admins or all users.
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*/
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public static function createReply($content, $author, $ticket_id, $hidden){
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//if not empty
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if(! ( Trim ( $content ) === '' )){
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$content = filter_var($content, FILTER_SANITIZE_STRING);
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$ticket = new Ticket();
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$ticket->load_With_TId($ticket_id);
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//if status is not closed
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if($ticket->getStatus() != 3){
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Ticket_Reply::createReply($content, $author, $ticket_id, $hidden, $ticket->getAuthor());
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//notify ticket author that a new reply is added!
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if($ticket->getAuthor() != $author){
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Mail_Handler::send_ticketing_mail($ticket->getAuthor(), $ticket, $content, "REPLY", $ticket->getForwardedGroupId());
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}
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}else{
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//TODO: Show error message that ticket is closed
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}
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}else{
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//TODO: Show error content is empty
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}
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}
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/**
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* assign a ticket to a user.
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* Checks if the ticket exists, if so then it will try to assign the user to it, a log entry will be written about this.
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* @param $user_id the id of user trying to be assigned to the ticket.
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* @param $ticket_id the id of the ticket that we try to assign to the user.
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* @return SUCCESS_ASSIGNED, TICKET_NOT_EXISTING or ALREADY_ASSIGNED
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*/
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public static function assignTicket($user_id, $ticket_id){
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if(self::ticketExists($ticket_id)){
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$returnvalue = Assigned::assignTicket($user_id, $ticket_id);
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Ticket_Log::createLogEntry( $ticket_id, $user_id, 7);
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return $returnvalue;
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}else{
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return "TICKET_NOT_EXISTING";
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}
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}
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/**
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* unassign a ticket of a user.
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* Checks if the ticket exists, if so then it will try to unassign the user of it, a log entry will be written about this.
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* @param $user_id the id of user trying to be assigned to the ticket.
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* @param $ticket_id the id of the ticket that we try to assign to the user.
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* @return SUCCESS_UNASSIGNED, TICKET_NOT_EXISTING or NOT_ASSIGNED
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*/
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public static function unAssignTicket($user_id, $ticket_id){
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if(self::ticketExists($ticket_id)){
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$returnvalue = Assigned::unAssignTicket($user_id, $ticket_id);
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Ticket_Log::createLogEntry( $ticket_id, $user_id, 9);
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return $returnvalue;
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}else{
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return "TICKET_NOT_EXISTING";
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}
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}
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/**
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* forward a ticket to a specific support group.
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* Checks if the ticket exists, if so then it will try to forward the ticket to the support group specified, a log entry will be written about this.
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* if no log entry should be written then the user_id should be 0, else te $user_id will be used in the log to specify who forwarded it.
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* @param $user_id the id of user trying to forward the ticket.
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* @param $ticket_id the id of the ticket that we try to forward to a support group.
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* @param $group_id the id of the support group.
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* @return SUCCESS_FORWARDED, TICKET_NOT_EXISTING or INVALID_SGROUP
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*/
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public static function forwardTicket($user_id, $ticket_id, $group_id){
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if(self::ticketExists($ticket_id)){
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if(isset($group_id) && $group_id != ""){
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//forward the ticket
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$returnvalue = Forwarded::forwardTicket($group_id, $ticket_id);
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if($user_id != 0){
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//unassign the ticket incase the ticket is assined to yourself
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self::unAssignTicket($user_id, $ticket_id);
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//make a log entry of this action
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Ticket_Log::createLogEntry( $ticket_id, $user_id, 8, $group_id);
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}
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return $returnvalue;
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}else{
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return "INVALID_SGROUP";
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}
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}else{
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return "TICKET_NOT_EXISTING";
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}
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}
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////////////////////////////////////////////Methods////////////////////////////////////////////////////
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/**
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* A constructor.
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* Empty constructor
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*/
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public function __construct() {
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}
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/**
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* sets the object's attributes.
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* @param $values should be an array of the form array('TId' => ticket_id, 'Title' => title, 'Status'=> status, 'Timestamp' => ts, 'Queue' => queue,
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* 'Ticket_Category' => tc, 'Author' => author, 'Priority' => priority).
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*/
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public function set($values){
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if(isset($values['TId'])){
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$this->tId = $values['TId'];
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}
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$this->title = $values['Title'];
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$this->status = $values['Status'];
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$this->timestamp = $values['Timestamp'];
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$this->queue = $values['Queue'];
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$this->ticket_category = $values['Ticket_Category'];
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$this->author = $values['Author'];
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$this->priority = $values['Priority'];
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}
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/**
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* creates a new 'ticket' entry.
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* this method will use the object's attributes for creating a new 'ticket' entry in the database.
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*/
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public function create(){
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$dbl = new DBLayer("lib");
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$this->tId = $dbl->executeReturnId("ticket", Array('Title' => $this->title, 'Status' => $this->status, 'Queue' => $this->queue, 'Ticket_Category' => $this->ticket_category, 'Author' => $this->author, 'Priority' => $this->priority), array('Timestamp'=>'now()'));
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}
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/**
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* loads the object's attributes.
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* loads the object's attributes by giving a TId (ticket id).
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* @param $id the id of the ticket that should be loaded
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*/
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public function load_With_TId( $id) {
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$dbl = new DBLayer("lib");
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$statement = $dbl->select("ticket", array('id' => $id), "TId=:id");
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$row = $statement->fetch();
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$this->tId = $row['TId'];
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$this->timestamp = $row['Timestamp'];
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$this->title = $row['Title'];
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$this->status = $row['Status'];
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$this->queue = $row['Queue'];
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$this->ticket_category = $row['Ticket_Category'];
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$this->author = $row['Author'];
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$this->priority = $row['Priority'];
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}
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/**
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* update the objects attributes to the db.
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*/
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public function update(){
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$dbl = new DBLayer("lib");
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$dbl->update("ticket", Array('Timestamp' => $this->timestamp, 'Title' => $this->title, 'Status' => $this->status, 'Queue' => $this->queue, 'Ticket_Category' => $this->ticket_category, 'Author' => $this->author, 'Priority' => $this->priority), "TId=$this->tId");
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}
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/**
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* check if a ticket has a ticket_info page or not.
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* @return true or false
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*/
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public function hasInfo(){
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return Ticket_Info::TicketHasInfo($this->getTId());
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}
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////////////////////////////////////////////Getters////////////////////////////////////////////////////
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/**
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* get tId attribute of the object.
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*/
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public function getTId(){
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return $this->tId;
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}
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/**
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* get timestamp attribute of the object in the format defined in the outputTime function of the Helperclass.
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*/
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public function getTimestamp(){
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return Helpers::outputTime($this->timestamp);
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}
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/**
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* get title attribute of the object.
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*/
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public function getTitle(){
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return $this->title;
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}
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/**
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* get status attribute of the object.
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*/
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public function getStatus(){
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return $this->status;
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}
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/**
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* get status attribute of the object in the form of text (string).
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*/
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public function getStatusText(){
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$statusArray = Ticket::getStatusArray();
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return $statusArray[$this->getStatus()];
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}
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/**
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* get category attribute of the object in the form of text (string).
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*/
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public function getCategoryName(){
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$category = Ticket_Category::constr_TCategoryId($this->getTicket_Category());
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return $category->getName();
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}
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/**
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* get queue attribute of the object.
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*/
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public function getQueue(){
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return $this->queue;
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}
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/**
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* get ticket_category attribute of the object (int).
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*/
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public function getTicket_Category(){
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return $this->ticket_category;
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}
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/**
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* get author attribute of the object (int).
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*/
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public function getAuthor(){
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return $this->author;
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}
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/**
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* get priority attribute of the object (int).
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*/
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public function getPriority(){
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return $this->priority;
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}
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/**
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* get priority attribute of the object in the form of text (string).
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*/
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public function getPriorityText(){
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$priorityArray = Ticket::getPriorityArray();
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return $priorityArray[$this->getPriority()];
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}
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/**
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* get the user assigned to the ticket.
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* or return 0 in case not assigned.
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*/
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public function getAssigned(){
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$user_id = Assigned::getUserAssignedToTicket($this->getTId());
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|
if ($user_id == ""){
|
|
return 0;
|
|
}else{
|
|
return $user_id;
|
|
}
|
|
}
|
|
|
|
/**
|
|
* get the name of the support group to whom the ticket is forwarded
|
|
* or return 0 in case not forwarded.
|
|
*/
|
|
public function getForwardedGroupName(){
|
|
$group_id = Forwarded::getSGroupOfTicket($this->getTId());
|
|
if ($group_id == ""){
|
|
return 0;
|
|
}else{
|
|
return Support_Group::getGroup($group_id)->getName();
|
|
}
|
|
}
|
|
|
|
/**
|
|
* get the id of the support group to whom the ticket is forwarded
|
|
* or return 0 in case not forwarded.
|
|
*/
|
|
public function getForwardedGroupId(){
|
|
$group_id = Forwarded::getSGroupOfTicket($this->getTId());
|
|
if ($group_id == ""){
|
|
return 0;
|
|
}else{
|
|
return $group_id;
|
|
}
|
|
}
|
|
////////////////////////////////////////////Setters////////////////////////////////////////////////////
|
|
|
|
/**
|
|
* set tId attribute of the object.
|
|
* @param $id integer id of the ticket
|
|
*/
|
|
public function setTId($id){
|
|
$this->tId = $id;
|
|
}
|
|
|
|
/**
|
|
* set timestamp attribute of the object.
|
|
* @param $ts timestamp of the ticket
|
|
*/
|
|
public function setTimestamp($ts){
|
|
$this->timestamp = $ts;
|
|
}
|
|
|
|
/**
|
|
* set title attribute of the object.
|
|
* @param $t title of the ticket
|
|
*/
|
|
public function setTitle($t){
|
|
$this->title = $t;
|
|
}
|
|
|
|
/**
|
|
* set status attribute of the object.
|
|
* @param $s status of the ticket(int)
|
|
*/
|
|
public function setStatus($s){
|
|
$this->status = $s;
|
|
}
|
|
|
|
/**
|
|
* set queue attribute of the object.
|
|
* @param $q queue of the ticket
|
|
*/
|
|
public function setQueue($q){
|
|
$this->queue = $q;
|
|
}
|
|
|
|
/**
|
|
* set ticket_category attribute of the object.
|
|
* @param $tc ticket_category id of the ticket(int)
|
|
*/
|
|
public function setTicket_Category($tc){
|
|
$this->ticket_category = $tc;
|
|
}
|
|
|
|
/**
|
|
* set author attribute of the object.
|
|
* @param $a author of the ticket
|
|
*/
|
|
public function setAuthor($a){
|
|
$this->author = $a;
|
|
}
|
|
|
|
/**
|
|
* set priority attribute of the object.
|
|
* @param $p priority of the ticket
|
|
*/
|
|
public function setPriority($p){
|
|
$this->priority = $p;
|
|
}
|
|
|
|
/**
|
|
* function that creates a ticket Attachment.
|
|
*/
|
|
public static function add_Attachment($TId,$filename,$author,$tempFile){
|
|
|
|
global $FILE_STORAGE_PATH;
|
|
$length = 20;
|
|
$characters = '0123456789abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ-_';
|
|
$randomString = '';
|
|
for ($i = 0; $i < $length; $i++) {
|
|
$randomString .= $characters[rand(0, strlen($characters) - 1)];
|
|
}
|
|
$targetFile = $FILE_STORAGE_PATH . $randomString . "/" . $filename;
|
|
|
|
$ticket = new Ticket();
|
|
$ticket->load_With_TId($TId);
|
|
|
|
//create the attachment!
|
|
$dbl = new DBLayer("lib");
|
|
$dbl->insert("`ticket_attachments`", Array('ticket_TId' => $TId, 'Filename' => $filename, 'Filesize' => filesize($tempFile), 'Uploader' => $author, 'Path' => $randomString . "/" . $filename));
|
|
mkdir($FILE_STORAGE_PATH . $randomString);
|
|
move_uploaded_file($tempFile,$targetFile);
|
|
|
|
//write a log entry
|
|
Ticket_Log::createLogEntry( $TId, $author, 10);
|
|
|
|
return true;
|
|
}
|
|
|
|
}
|