393 lines
No EOL
13 KiB
PHP
393 lines
No EOL
13 KiB
PHP
<?php
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class Ticket{
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private $tId;
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private $timestamp;
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private $title;
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private $status;
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private $queue;
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private $ticket_category;
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private $author;
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private $priority;
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////////////////////////////////////////////Functions////////////////////////////////////////////////////
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/*FUNCTION: ticketExists
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* returns true if ticket exists
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*
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*/
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public static function ticketExists($id) {
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$dbl = new DBLayer("lib");
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//check if ticket is already assigned
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if( $dbl->execute(" SELECT * FROM `ticket` WHERE `TId` = :ticket_id", array('ticket_id' => $id) )->rowCount() ){
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return true;
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}else{
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return false;
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}
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}
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/*FUNCTION: getStatusArray
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* returns all possible statusses
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*
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*/
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public static function getStatusArray() {
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return Array("Waiting on user reply","Waiting on support","Waiting on Dev reply","Closed");
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}
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/*FUNCTION: getPriorityArray
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* returns all possible statusses
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*
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*/
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public static function getPriorityArray() {
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return Array("Low","Normal","High","Super Dupa High");
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}
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/*FUNCTION: getEntireTicket
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* return all ticket of the given author's id.
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*
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*/
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public static function getEntireTicket($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' => $reply_array);
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}
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/*FUNCTION: getTicketTitlesOf
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* return all ticket of the given author's id.
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*
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*/
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public static function getTicketsOf($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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/*FUNCTION: create_Ticket()
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* creates a ticket + first initial reply and fills in the content of it!
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* for_support_group defines to which support group the ticket has to be forwarded
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*/
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public static function create_Ticket( $title, $content, $category, $author, $real_author, $for_support_group = 0) {
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$ticket = new Ticket();
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$values = array("Title" => $title, "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 ( $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, $author);
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//send email that new ticket has been created
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if($for_support_group){
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Ticket::forwardTicket(0, $ticket_id, $for_support_group);
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}
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Mail_Handler::send_ticketing_mail($ticket->getAuthor(), $ticket, $content, "NEW", $ticket->getForwardedGroupId());
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return $ticket_id;
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}
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/*FUNCTION: updateTicketStatus()
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*
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*
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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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/*FUNCTION: updateTicketStatusAndPriority()
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* creates a ticket + first initial reply and fills in the content of it!
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*
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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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//return the latest reply.
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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 $reply;
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}
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public static function createReply($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", $ticket->getForwardedGroupId());
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}
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}else{
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//TODO: Show error message that ticket is closed
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}
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}else{
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//TODO: Show error content is empty
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}
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}
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//returns SUCCESS_ASSIGNED, TICKET_NOT_EXISTING or ALREADY_ASSIGNED
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public static function assignTicket($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 $returnvalue;
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}else{
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return "TICKET_NOT_EXISTING";
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}
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}
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//returns SUCCESS_UNASSIGNED, TICKET_NOT_EXISTING or NOT_ASSIGNED
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public static function unAssignTicket($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 $returnvalue;
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}else{
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return "TICKET_NOT_EXISTING";
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}
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}
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public static function forwardTicket($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 $returnvalue;
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}else{
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return "INVALID_SGROUP";
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}
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}else{
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return "TICKET_NOT_EXISTING";
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}
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}
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////////////////////////////////////////////Methods////////////////////////////////////////////////////
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public function __construct() {
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}
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//Set ticket object
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public function set($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->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 = $values['Priority'];
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}
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//create ticket by writing private data to DB.
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public function create(){
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$dbl = new DBLayer("lib");
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$query = "INSERT INTO ticket (Timestamp, Title, Status, Queue, Ticket_Category, Author, Priority) VALUES (now(), :title, :status, :queue, :tcat, :author, :priority)";
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$values = Array('title' => $this->title, 'status' => $this->status, 'queue' => $this->queue, 'tcat' => $this->ticket_category, 'author' => $this->author, 'priority' => $this->priority);
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$this->tId = $dbl->executeReturnId($query, $values); ;
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}
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//return constructed element based on TId
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public function load_With_TId( $id) {
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$dbl = new DBLayer("lib");
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$statement = $dbl->execute("SELECT * FROM ticket WHERE TId=:id", array('id' => $id));
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$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 = $row['Priority'];
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}
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//update private data to DB.
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public function update(){
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$dbl = new DBLayer("lib");
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$query = "UPDATE ticket SET Timestamp = :timestamp, Title = :title, Status = :status, Queue = :queue, Ticket_Category = :tcat, Author = :author, Priority = :priority WHERE TId=:id";
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$values = Array('id' => $this->tId, 'timestamp' => $this->timestamp, 'title' => $this->title, 'status' => $this->status, 'queue' => $this->queue, 'tcat' => $this->ticket_category, 'author' => $this->author, 'priority' => $this->priority);
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$statement = $dbl->execute($query, $values);
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}
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/*FUNCTION: postreply
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* returns all possible statusses
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*
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*
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public function postReply() {
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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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////////////////////////////////////////////Getters////////////////////////////////////////////////////
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public function getTId(){
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return $this->tId;
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}
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public function getTimestamp(){
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return Helpers::outputTime($this->timestamp);
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}
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public function getTitle(){
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return $this->title;
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}
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public function getStatus(){
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return $this->status;
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}
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public function getStatusText(){
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$statusArray = Ticket::getStatusArray();
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return $statusArray[$this->getStatus()];
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}
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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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public function getQueue(){
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return $this->queue;
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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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public function getAuthor(){
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return $this->author;
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}
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public function getPriority(){
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return $this->priority;
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}
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public function getPriorityText(){
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$priorityArray = Ticket::getPriorityArray();
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return $priorityArray[$this->getPriority()];
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}
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public function getAssigned(){
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$user_id = Assigned::getUserAssignedToTicket($this->getTId());
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if ($user_id == ""){
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return 0;
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}else{
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return $user_id;
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}
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}
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public function getForwardedGroupName(){
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$group_id = Forwarded::getSGroupOfTicket($this->getTId());
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if ($group_id == ""){
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return 0;
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}else{
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return Support_Group::getGroup($group_id)->getName();
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}
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}
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public function getForwardedGroupId(){
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$group_id = Forwarded::getSGroupOfTicket($this->getTId());
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if ($group_id == ""){
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return 0;
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}else{
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return $group_id;
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}
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}
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////////////////////////////////////////////Setters////////////////////////////////////////////////////
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public function setTId($id){
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$this->tId = $id;
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}
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public function setTimestamp($ts){
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$this->timestamp = $ts;
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}
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public function setTitle($t){
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$this->title = $t;
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}
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public function setStatus($s){
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$this->status = $s;
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}
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public function setQueue($q){
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$this->queue = $q;
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}
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public function setTicket_Category($tc){
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$this->ticket_category = $tc;
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}
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public function setAuthor($a){
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$this->author = $a;
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}
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public function setPriority($p){
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$this->priority = $p;
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}
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} |