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PHP Cross Reference of vtigercrm-6.1.0 |
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1 <?php 2 /********************************************************************************* 3 * The contents of this file are subject to the SugarCRM Public License Version 1.1.2 4 * ("License"); You may not use this file except in compliance with the 5 * License. You may obtain a copy of txhe License at http://www.sugarcrm.com/SPL 6 * Software distributed under the License is distributed on an "AS IS" basis, 7 * WITHOUT WARRANTY OF ANY KIND, either express or implied. See the License for 8 * the specific language governing rights and limitations under the License. 9 * The Original Code is: SugarCRM Open Source 10 * The Initial Developer of the Original Code is SugarCRM, Inc. 11 * Portions created by SugarCRM are Copyright (C) SugarCRM, Inc.; 12 * All Rights Reserved. 13 * Contributor(s): ______________________________________. 14 ********************************************************************************/ 15 16 class HelpDesk extends CRMEntity { 17 var $log; 18 var $db; 19 var $table_name = "vtiger_troubletickets"; 20 var $table_index= 'ticketid'; 21 var $tab_name = Array('vtiger_crmentity','vtiger_troubletickets','vtiger_ticketcf'); 22 var $tab_name_index = Array('vtiger_crmentity'=>'crmid','vtiger_troubletickets'=>'ticketid','vtiger_ticketcf'=>'ticketid','vtiger_ticketcomments'=>'ticketid'); 23 /** 24 * Mandatory table for supporting custom fields. 25 */ 26 var $customFieldTable = Array('vtiger_ticketcf', 'ticketid'); 27 28 var $column_fields = Array(); 29 //Pavani: Assign value to entity_table 30 var $entity_table = "vtiger_crmentity"; 31 32 var $sortby_fields = Array('title','status','priority','crmid','firstname','smownerid'); 33 34 var $list_fields = Array( 35 //Module Sequence Numbering 36 //'Ticket ID'=>Array('crmentity'=>'crmid'), 37 'Ticket No'=>Array('troubletickets'=>'ticket_no'), 38 // END 39 'Subject'=>Array('troubletickets'=>'title'), 40 'Related to'=>Array('troubletickets'=>'parent_id'), 41 'Contact Name'=>Array('troubletickets'=>'contact_id'), 42 'Status'=>Array('troubletickets'=>'status'), 43 'Priority'=>Array('troubletickets'=>'priority'), 44 'Assigned To'=>Array('crmentity','smownerid') 45 ); 46 47 var $list_fields_name = Array( 48 'Ticket No'=>'ticket_no', 49 'Subject'=>'ticket_title', 50 'Related to'=>'parent_id', 51 'Contact Name' => 'contact_id', 52 'Status'=>'ticketstatus', 53 'Priority'=>'ticketpriorities', 54 'Assigned To'=>'assigned_user_id' 55 ); 56 57 var $list_link_field= 'ticket_title'; 58 59 var $range_fields = Array( 60 'ticketid', 61 'title', 62 'firstname', 63 'lastname', 64 'parent_id', 65 'productid', 66 'productname', 67 'priority', 68 'severity', 69 'status', 70 'category', 71 'description', 72 'solution', 73 'modifiedtime', 74 'createdtime' 75 ); 76 var $search_fields = Array( 77 //'Ticket ID' => Array('vtiger_crmentity'=>'crmid'), 78 'Ticket No' =>Array('vtiger_troubletickets'=>'ticket_no'), 79 'Title' => Array('vtiger_troubletickets'=>'title') 80 ); 81 var $search_fields_name = Array( 82 'Ticket No' => 'ticket_no', 83 'Title'=>'ticket_title', 84 ); 85 //Specify Required fields 86 var $required_fields = array(); 87 88 // Used when enabling/disabling the mandatory fields for the module. 89 // Refers to vtiger_field.fieldname values. 90 var $mandatory_fields = Array('assigned_user_id', 'createdtime', 'modifiedtime', 'ticket_title', 'update_log'); 91 92 //Added these variables which are used as default order by and sortorder in ListView 93 var $default_order_by = 'title'; 94 var $default_sort_order = 'DESC'; 95 96 // For Alphabetical search 97 var $def_basicsearch_col = 'ticket_title'; 98 99 //var $groupTable = Array('vtiger_ticketgrouprelation','ticketid'); 100 101 /** Constructor which will set the column_fields in this object 102 */ 103 function HelpDesk() 104 { 105 $this->log =LoggerManager::getLogger('helpdesk'); 106 $this->log->debug("Entering HelpDesk() method ..."); 107 $this->db = PearDatabase::getInstance(); 108 $this->column_fields = getColumnFields('HelpDesk'); 109 $this->log->debug("Exiting HelpDesk method ..."); 110 } 111 112 113 function save_module($module) 114 { 115 //Inserting into Ticket Comment Table 116 $this->insertIntoTicketCommentTable("vtiger_ticketcomments",$module); 117 118 //Inserting into vtiger_attachments 119 $this->insertIntoAttachment($this->id,$module); 120 121 //service contract update 122 $return_action = $_REQUEST['return_action']; 123 $for_module = $_REQUEST['return_module']; 124 $for_crmid = $_REQUEST['return_id']; 125 if ($return_action && $for_module && $for_crmid) { 126 if ($for_module == 'ServiceContracts') { 127 $on_focus = CRMEntity::getInstance($for_module); 128 $on_focus->save_related_module($for_module, $for_crmid, $module, $this->id); 129 } 130 } 131 } 132 133 function save_related_module($module, $crmid, $with_module, $with_crmid) { 134 parent::save_related_module($module, $crmid, $with_module, $with_crmid); 135 if ($with_module == 'ServiceContracts') { 136 $serviceContract = CRMEntity::getInstance("ServiceContracts"); 137 $serviceContract->updateHelpDeskRelatedTo($with_crmid,$crmid); 138 $serviceContract->updateServiceContractState($with_crmid); 139 } 140 } 141 142 /** Function to insert values in vtiger_ticketcomments for the specified tablename and module 143 * @param $table_name -- table name:: Type varchar 144 * @param $module -- module:: Type varchar 145 */ 146 function insertIntoTicketCommentTable($table_name, $module) 147 { 148 global $log; 149 $log->info("in insertIntoTicketCommentTable ".$table_name." module is ".$module); 150 global $adb; 151 global $current_user; 152 153 $current_time = $adb->formatDate(date('Y-m-d H:i:s'), true); 154 if ($this->column_fields['from_portal'] != 1) { 155 $ownertype = 'user'; 156 $ownerId = $current_user->id; 157 } else { 158 $ownertype = 'customer'; 159 $ownerId = $this->column_fields['parent_id']; 160 } 161 162 $comment = $this->column_fields['comments']; 163 if ($comment != '') { 164 $sql = "insert into vtiger_ticketcomments values(?,?,?,?,?,?)"; 165 $params = array('', $this->id, from_html($comment), $ownerId, $ownertype, $current_time); 166 $adb->pquery($sql, $params); 167 } 168 } 169 170 171 /** 172 * This function is used to add the vtiger_attachments. This will call the function uploadAndSaveFile which will upload the attachment into the server and save that attachment information in the database. 173 * @param int $id - entity id to which the vtiger_files to be uploaded 174 * @param string $module - the current module name 175 */ 176 function insertIntoAttachment($id,$module) 177 { 178 global $log, $adb; 179 $log->debug("Entering into insertIntoAttachment($id,$module) method."); 180 181 $file_saved = false; 182 183 foreach($_FILES as $fileindex => $files) 184 { 185 if($files['name'] != '' && $files['size'] > 0) 186 { 187 $files['original_name'] = vtlib_purify($_REQUEST[$fileindex.'_hidden']); 188 $file_saved = $this->uploadAndSaveFile($id,$module,$files); 189 } 190 } 191 192 $log->debug("Exiting from insertIntoAttachment($id,$module) method."); 193 } 194 195 /** Function to form the query to get the list of activities 196 * @param int $id - ticket id 197 * @return array - return an array which will be returned from the function GetRelatedList 198 **/ 199 function get_activities($id, $cur_tab_id, $rel_tab_id, $actions=false) { 200 global $log, $singlepane_view,$currentModule,$current_user; 201 $log->debug("Entering get_activities(".$id.") method ..."); 202 $this_module = $currentModule; 203 204 $related_module = vtlib_getModuleNameById($rel_tab_id); 205 require_once("modules/$related_module/Activity.php"); 206 $other = new Activity(); 207 vtlib_setup_modulevars($related_module, $other); 208 $singular_modname = vtlib_toSingular($related_module); 209 210 $parenttab = getParentTab(); 211 212 if($singlepane_view == 'true') 213 $returnset = '&return_module='.$this_module.'&return_action=DetailView&return_id='.$id; 214 else 215 $returnset = '&return_module='.$this_module.'&return_action=CallRelatedList&return_id='.$id; 216 217 $button = ''; 218 219 $button .= '<input type="hidden" name="activity_mode">'; 220 221 if($actions) { 222 if(is_string($actions)) $actions = explode(',', strtoupper($actions)); 223 if(in_array('ADD', $actions) && isPermitted($related_module,1, '') == 'yes') { 224 if(getFieldVisibilityPermission('Calendar',$current_user->id,'parent_id', 'readwrite') == '0') { 225 $button .= "<input title='".getTranslatedString('LBL_NEW'). " ". getTranslatedString('LBL_TODO', $related_module) ."' class='crmbutton small create'" . 226 " onclick='this.form.action.value=\"EditView\";this.form.module.value=\"$related_module\";this.form.return_module.value=\"$this_module\";this.form.activity_mode.value=\"Task\";' type='submit' name='button'" . 227 " value='". getTranslatedString('LBL_ADD_NEW'). " " . getTranslatedString('LBL_TODO', $related_module) ."'> "; 228 } 229 if(getFieldVisibilityPermission('Events',$current_user->id,'parent_id', 'readwrite') == '0') { 230 $button .= "<input title='".getTranslatedString('LBL_NEW'). " ". getTranslatedString('LBL_TODO', $related_module) ."' class='crmbutton small create'" . 231 " onclick='this.form.action.value=\"EditView\";this.form.module.value=\"$related_module\";this.form.return_module.value=\"$this_module\";this.form.activity_mode.value=\"Events\";' type='submit' name='button'" . 232 " value='". getTranslatedString('LBL_ADD_NEW'). " " . getTranslatedString('LBL_EVENT', $related_module) ."'>"; 233 } 234 } 235 } 236 237 $userNameSql = getSqlForNameInDisplayFormat(array('first_name'=> 238 'vtiger_users.first_name', 'last_name' => 'vtiger_users.last_name'), 'Users'); 239 $query = "SELECT case when (vtiger_users.user_name not like '') then $userNameSql else vtiger_groups.groupname end as user_name," . 240 " vtiger_activity.*, vtiger_cntactivityrel.contactid, vtiger_contactdetails.lastname, vtiger_contactdetails.firstname," . 241 " vtiger_crmentity.crmid, vtiger_recurringevents.recurringtype, vtiger_crmentity.smownerid, vtiger_crmentity.modifiedtime," . 242 " vtiger_seactivityrel.crmid as parent_id " . 243 " from vtiger_activity inner join vtiger_seactivityrel on vtiger_seactivityrel.activityid=vtiger_activity.activityid" . 244 " inner join vtiger_crmentity on vtiger_crmentity.crmid=vtiger_activity.activityid" . 245 " left join vtiger_cntactivityrel on vtiger_cntactivityrel.activityid = vtiger_activity.activityid " . 246 " left join vtiger_contactdetails on vtiger_contactdetails.contactid = vtiger_cntactivityrel.contactid" . 247 " left outer join vtiger_recurringevents on vtiger_recurringevents.activityid=vtiger_activity.activityid" . 248 " left join vtiger_users on vtiger_users.id=vtiger_crmentity.smownerid" . 249 " left join vtiger_groups on vtiger_groups.groupid=vtiger_crmentity.smownerid" . 250 " where vtiger_seactivityrel.crmid=".$id." and vtiger_crmentity.deleted=0 and (activitytype NOT IN ('Emails'))" . 251 " AND ( vtiger_activity.status is NULL OR vtiger_activity.status != 'Completed' )" . 252 " and ( vtiger_activity.eventstatus is NULL OR vtiger_activity.eventstatus != 'Held') "; 253 254 $return_value = GetRelatedList($this_module, $related_module, $other, $query, $button, $returnset); 255 256 if($return_value == null) $return_value = Array(); 257 $return_value['CUSTOM_BUTTON'] = $button; 258 259 $log->debug("Exiting get_activities method ..."); 260 return $return_value; 261 } 262 263 /** Function to get the Ticket History information as in array format 264 * @param int $ticketid - ticket id 265 * @return array - return an array with title and the ticket history informations in the following format 266 array( 267 header=>array('0'=>'title'), 268 entries=>array('0'=>'info1','1'=>'info2',etc.,) 269 ) 270 */ 271 function get_ticket_history($ticketid) 272 { 273 global $log, $adb; 274 $log->debug("Entering into get_ticket_history($ticketid) method ..."); 275 276 $query="select title,update_log from vtiger_troubletickets where ticketid=?"; 277 $result=$adb->pquery($query, array($ticketid)); 278 $update_log = $adb->query_result($result,0,"update_log"); 279 280 $splitval = split('--//--',trim($update_log,'--//--')); 281 282 $header[] = $adb->query_result($result,0,"title"); 283 284 $return_value = Array('header'=>$header,'entries'=>$splitval); 285 286 $log->debug("Exiting from get_ticket_history($ticketid) method ..."); 287 288 return $return_value; 289 } 290 291 /** Function to process the list query and return the result with number of rows 292 * @param string $query - query 293 * @return array $response - array( list => array( 294 $i => array(key => val) 295 ), 296 row_count => '', 297 next_offset => '', 298 previous_offset =>'' 299 ) 300 where $i=0,1,..n & key = ticketid, title, firstname, ..etc(range_fields) & val = value of the key from db retrieved row 301 **/ 302 function process_list_query($query, $row_offset, $limit = -1, $max_per_page = -1) { 303 global $log; 304 $log->debug("Entering process_list_query(".$query.") method ..."); 305 306 $result =& $this->db->query($query,true,"Error retrieving $this->object_name list: "); 307 $list = Array(); 308 $rows_found = $this->db->getRowCount($result); 309 if($rows_found != 0) 310 { 311 $ticket = Array(); 312 for($index = 0 , $row = $this->db->fetchByAssoc($result, $index); $row && $index <$rows_found;$index++, $row = $this->db->fetchByAssoc($result, $index)) 313 { 314 foreach($this->range_fields as $columnName) 315 { 316 if (isset($row[$columnName])) 317 { 318 $ticket[$columnName] = $row[$columnName]; 319 } 320 else 321 { 322 $ticket[$columnName] = ""; 323 } 324 } 325 $list[] = $ticket; 326 } 327 } 328 329 $response = Array(); 330 $response['list'] = $list; 331 $response['row_count'] = $rows_found; 332 $response['next_offset'] = $next_offset; 333 $response['previous_offset'] = $previous_offset; 334 335 $log->debug("Exiting process_list_query method ..."); 336 return $response; 337 } 338 339 /** Function to get the HelpDesk field labels in caps letters without space 340 * @return array $mergeflds - array( key => val ) where key=0,1,2..n & val = ASSIGNEDTO,RELATEDTO, .,etc 341 **/ 342 function getColumnNames_Hd() 343 { 344 global $log,$current_user; 345 $log->debug("Entering getColumnNames_Hd() method ..."); 346 require('user_privileges/user_privileges_'.$current_user->id.'.php'); 347 if($is_admin == true || $profileGlobalPermission[1] == 0 || $profileGlobalPermission[2] == 0) 348 { 349 $sql1 = "select fieldlabel from vtiger_field where tabid=13 and block <> 30 and vtiger_field.uitype <> '61' and vtiger_field.presence in (0,2)"; 350 $params1 = array(); 351 }else 352 { 353 $profileList = getCurrentUserProfileList(); 354 $sql1 = "select vtiger_field.fieldid,fieldlabel from vtiger_field inner join vtiger_profile2field on vtiger_profile2field.fieldid=vtiger_field.fieldid inner join vtiger_def_org_field on vtiger_def_org_field.fieldid=vtiger_field.fieldid where vtiger_field.tabid=13 and vtiger_field.block <> 30 and vtiger_field.uitype <> '61' and vtiger_field.displaytype in (1,2,3,4) and vtiger_profile2field.visible=0 and vtiger_def_org_field.visible=0 and vtiger_field.presence in (0,2)"; 355 $params1 = array(); 356 if (count($profileList) > 0) { 357 $sql1 .= " and vtiger_profile2field.profileid in (". generateQuestionMarks($profileList) .") group by fieldid"; 358 array_push($params1, $profileList); 359 } 360 } 361 $result = $this->db->pquery($sql1, $params1); 362 $numRows = $this->db->num_rows($result); 363 for($i=0; $i < $numRows;$i++) 364 { 365 $custom_fields[$i] = $this->db->query_result($result,$i,"fieldlabel"); 366 $custom_fields[$i] = preg_replace("/\s+/","",$custom_fields[$i]); 367 $custom_fields[$i] = strtoupper($custom_fields[$i]); 368 } 369 $mergeflds = $custom_fields; 370 $log->debug("Exiting getColumnNames_Hd method ..."); 371 return $mergeflds; 372 } 373 374 /** Function to get the Customer Name who has made comment to the ticket from the customer portal 375 * @param int $id - Ticket id 376 * @return string $customername - The contact name 377 **/ 378 function getCustomerName($id) 379 { 380 global $log; 381 $log->debug("Entering getCustomerName(".$id.") method ..."); 382 global $adb; 383 $sql = "select * from vtiger_portalinfo inner join vtiger_troubletickets on vtiger_troubletickets.contact_id = vtiger_portalinfo.id where vtiger_troubletickets.ticketid=?"; 384 $result = $adb->pquery($sql, array($id)); 385 $customername = $adb->query_result($result,0,'user_name'); 386 $log->debug("Exiting getCustomerName method ..."); 387 return $customername; 388 } 389 // Function to create, export query for helpdesk module 390 /** Function to export the ticket records in CSV Format 391 * @param reference variable - where condition is passed when the query is executed 392 * Returns Export Tickets Query. 393 */ 394 function create_export_query($where) 395 { 396 global $log; 397 global $current_user; 398 $log->debug("Entering create_export_query(".$where.") method ..."); 399 400 include ("include/utils/ExportUtils.php"); 401 402 //To get the Permitted fields query and the permitted fields list 403 $sql = getPermittedFieldsQuery("HelpDesk", "detail_view"); 404 $fields_list = getFieldsListFromQuery($sql); 405 //Ticket changes--5198 406 $fields_list = str_replace(",vtiger_ticketcomments.comments as 'Add Comment'",' ',$fields_list); 407 408 409 $userNameSql = getSqlForNameInDisplayFormat(array('first_name'=> 410 'vtiger_users.first_name', 'last_name' => 'vtiger_users.last_name'), 'Users'); 411 $query = "SELECT $fields_list,case when (vtiger_users.user_name not like '') then $userNameSql else vtiger_groups.groupname end as user_name 412 FROM ".$this->entity_table. " 413 INNER JOIN vtiger_troubletickets 414 ON vtiger_troubletickets.ticketid =vtiger_crmentity.crmid 415 LEFT JOIN vtiger_account 416 ON vtiger_account.accountid = vtiger_troubletickets.parent_id 417 LEFT JOIN vtiger_contactdetails 418 ON vtiger_contactdetails.contactid = vtiger_troubletickets.contact_id 419 LEFT JOIN vtiger_ticketcf 420 ON vtiger_ticketcf.ticketid=vtiger_troubletickets.ticketid 421 LEFT JOIN vtiger_groups 422 ON vtiger_groups.groupid = vtiger_crmentity.smownerid 423 LEFT JOIN vtiger_users 424 ON vtiger_users.id=vtiger_crmentity.smownerid and vtiger_users.status='Active' 425 LEFT JOIN vtiger_products 426 ON vtiger_products.productid=vtiger_troubletickets.product_id"; 427 //end 428 $query .= getNonAdminAccessControlQuery('HelpDesk',$current_user); 429 $where_auto=" vtiger_crmentity.deleted = 0 "; 430 431 if($where != "") 432 $query .= " WHERE ($where) AND ".$where_auto; 433 else 434 $query .= " WHERE ".$where_auto; 435 436 $log->debug("Exiting create_export_query method ..."); 437 return $query; 438 } 439 440 441 /** Function used to get the Activity History 442 * @param int $id - ticket id to which we want to display the activity history 443 * @return array - return an array which will be returned from the function getHistory 444 */ 445 function get_history($id) 446 { 447 global $log; 448 $log->debug("Entering get_history(".$id.") method ..."); 449 $userNameSql = getSqlForNameInDisplayFormat(array('first_name'=> 450 'vtiger_users.first_name', 'last_name' => 'vtiger_users.last_name'), 'Users'); 451 $query = "SELECT vtiger_activity.activityid, vtiger_activity.subject, vtiger_activity.status, vtiger_activity.eventstatus, vtiger_activity.date_start, vtiger_activity.due_date,vtiger_activity.time_start,vtiger_activity.time_end,vtiger_activity.activitytype, vtiger_troubletickets.ticketid, vtiger_troubletickets.title, vtiger_crmentity.modifiedtime,vtiger_crmentity.createdtime, vtiger_crmentity.description, 452 case when (vtiger_users.user_name not like '') then $userNameSql else vtiger_groups.groupname end as user_name 453 from vtiger_activity 454 inner join vtiger_seactivityrel on vtiger_seactivityrel.activityid= vtiger_activity.activityid 455 inner join vtiger_troubletickets on vtiger_troubletickets.ticketid = vtiger_seactivityrel.crmid 456 inner join vtiger_crmentity on vtiger_crmentity.crmid=vtiger_activity.activityid 457 left join vtiger_groups on vtiger_groups.groupid=vtiger_crmentity.smownerid 458 left join vtiger_users on vtiger_users.id=vtiger_crmentity.smownerid 459 where (vtiger_activity.activitytype != 'Emails') 460 and (vtiger_activity.status = 'Completed' or vtiger_activity.status = 'Deferred' or (vtiger_activity.eventstatus = 'Held' and vtiger_activity.eventstatus != '')) 461 and vtiger_seactivityrel.crmid=".$id." 462 and vtiger_crmentity.deleted = 0"; 463 //Don't add order by, because, for security, one more condition will be added with this query in include/RelatedListView.php 464 $log->debug("Entering get_history method ..."); 465 return getHistory('HelpDesk',$query,$id); 466 } 467 468 /** Function to get the update ticket history for the specified ticketid 469 * @param $id -- $ticketid:: Type Integer 470 */ 471 function constructUpdateLog($focus, $mode, $assigned_group_name, $assigntype) 472 { 473 global $adb; 474 global $current_user; 475 476 if($mode != 'edit')//this will be updated when we create new ticket 477 { 478 $updatelog = "Ticket created. Assigned to "; 479 480 if(!empty($assigned_group_name) && $assigntype == 'T') 481 { 482 $updatelog .= " group ".(is_array($assigned_group_name)? $assigned_group_name[0] : $assigned_group_name); 483 } 484 elseif($focus->column_fields['assigned_user_id'] != '') 485 { 486 $updatelog .= " user ".getUserFullName($focus->column_fields['assigned_user_id']); 487 } 488 else 489 { 490 $updatelog .= " user ".getUserFullName($current_user->id); 491 } 492 493 $fldvalue = date("l dS F Y h:i:s A").' by '.$current_user->user_name; 494 $updatelog .= " -- ".$fldvalue."--//--"; 495 } 496 else 497 { 498 $ticketid = $focus->id; 499 500 //First retrieve the existing information 501 $tktresult = $adb->pquery("select * from vtiger_troubletickets where ticketid=?", array($ticketid)); 502 $crmresult = $adb->pquery("select * from vtiger_crmentity where crmid=?", array($ticketid)); 503 504 $updatelog = decode_html($adb->query_result($tktresult,0,"update_log")); 505 506 $old_owner_id = $adb->query_result($crmresult,0,"smownerid"); 507 $old_status = $adb->query_result($tktresult,0,"status"); 508 $old_priority = $adb->query_result($tktresult,0,"priority"); 509 $old_severity = $adb->query_result($tktresult,0,"severity"); 510 $old_category = $adb->query_result($tktresult,0,"category"); 511 512 //Assigned to change log 513 if($focus->column_fields['assigned_user_id'] != $old_owner_id) 514 { 515 $owner_name = getOwnerName($focus->column_fields['assigned_user_id']); 516 if($assigntype == 'T') 517 $updatelog .= ' Transferred to group '.$owner_name.'\.'; 518 else 519 $updatelog .= ' Transferred to user '.decode_html($owner_name).'\.'; // Need to decode UTF characters which are migrated from versions < 5.0.4. 520 } 521 //Status change log 522 if($old_status != $focus->column_fields['ticketstatus'] && $focus->column_fields['ticketstatus'] != '') 523 { 524 $updatelog .= ' Status Changed to '.$focus->column_fields['ticketstatus'].'\.'; 525 } 526 //Priority change log 527 if($old_priority != $focus->column_fields['ticketpriorities'] && $focus->column_fields['ticketpriorities'] != '') 528 { 529 $updatelog .= ' Priority Changed to '.$focus->column_fields['ticketpriorities'].'\.'; 530 } 531 //Severity change log 532 if($old_severity != $focus->column_fields['ticketseverities'] && $focus->column_fields['ticketseverities'] != '') 533 { 534 $updatelog .= ' Severity Changed to '.$focus->column_fields['ticketseverities'].'\.'; 535 } 536 //Category change log 537 if($old_category != $focus->column_fields['ticketcategories'] && $focus->column_fields['ticketcategories'] != '') 538 { 539 $updatelog .= ' Category Changed to '.$focus->column_fields['ticketcategories'].'\.'; 540 } 541 542 $updatelog .= ' -- '.date("l dS F Y h:i:s A").' by '.$current_user->user_name.'--//--'; 543 } 544 return $updatelog; 545 } 546 547 /** 548 * Move the related records of the specified list of id's to the given record. 549 * @param String This module name 550 * @param Array List of Entity Id's from which related records need to be transfered 551 * @param Integer Id of the the Record to which the related records are to be moved 552 */ 553 function transferRelatedRecords($module, $transferEntityIds, $entityId) { 554 global $adb,$log; 555 $log->debug("Entering function transferRelatedRecords ($module, $transferEntityIds, $entityId)"); 556 557 $rel_table_arr = Array("Activities"=>"vtiger_seactivityrel","Attachments"=>"vtiger_seattachmentsrel","Documents"=>"vtiger_senotesrel"); 558 559 $tbl_field_arr = Array("vtiger_seactivityrel"=>"activityid","vtiger_seattachmentsrel"=>"attachmentsid","vtiger_senotesrel"=>"notesid"); 560 561 $entity_tbl_field_arr = Array("vtiger_seactivityrel"=>"crmid","vtiger_seattachmentsrel"=>"crmid","vtiger_senotesrel"=>"crmid"); 562 563 foreach($transferEntityIds as $transferId) { 564 foreach($rel_table_arr as $rel_module=>$rel_table) { 565 $id_field = $tbl_field_arr[$rel_table]; 566 $entity_id_field = $entity_tbl_field_arr[$rel_table]; 567 // IN clause to avoid duplicate entries 568 $sel_result = $adb->pquery("select $id_field from $rel_table where $entity_id_field=? " . 569 " and $id_field not in (select $id_field from $rel_table where $entity_id_field=?)", 570 array($transferId,$entityId)); 571 $res_cnt = $adb->num_rows($sel_result); 572 if($res_cnt > 0) { 573 for($i=0;$i<$res_cnt;$i++) { 574 $id_field_value = $adb->query_result($sel_result,$i,$id_field); 575 $adb->pquery("update $rel_table set $entity_id_field=? where $entity_id_field=? and $id_field=?", 576 array($entityId,$transferId,$id_field_value)); 577 } 578 } 579 } 580 } 581 parent::transferRelatedRecords($module, $transferEntityIds, $entityId); 582 $log->debug("Exiting transferRelatedRecords..."); 583 } 584 585 /* 586 * Function to get the secondary query part of a report 587 * @param - $module primary module name 588 * @param - $secmodule secondary module name 589 * returns the query string formed on fetching the related data for report for secondary module 590 */ 591 function generateReportsSecQuery($module,$secmodule, $queryplanner) { 592 $matrix = $queryplanner->newDependencyMatrix(); 593 594 $matrix->setDependency("vtiger_crmentityHelpDesk",array("vtiger_groupsHelpDesk","vtiger_usersHelpDesk","vtiger_lastModifiedByHelpDesk")); 595 $matrix->setDependency("vtiger_troubletickets",array("vtiger_crmentityHelpDesk","vtiger_ticketcf","vtiger_crmentityRelHelpDesk","vtiger_productsRel")); 596 $matrix->setDependency("vtiger_crmentityRelHelpDesk",array("vtiger_accountRelHelpDesk","vtiger_contactdetailsRelHelpDesk")); 597 598 599 if (!$queryplanner->requireTable('vtiger_troubletickets', $matrix)) { 600 return ''; 601 } 602 // TODO Support query planner 603 $query = $this->getRelationQuery($module,$secmodule,"vtiger_troubletickets","ticketid", $queryplanner); 604 605 if ($queryplanner->requireTable("vtiger_crmentityHelpDesk",$matrix)){ 606 $query .=" left join vtiger_crmentity as vtiger_crmentityHelpDesk on vtiger_crmentityHelpDesk.crmid=vtiger_troubletickets.ticketid and vtiger_crmentityHelpDesk.deleted=0"; 607 } 608 if ($queryplanner->requireTable("vtiger_ticketcf")){ 609 $query .=" left join vtiger_ticketcf on vtiger_ticketcf.ticketid = vtiger_troubletickets.ticketid"; 610 } 611 if ($queryplanner->requireTable("vtiger_crmentityRelHelpDesk",$matrix)){ 612 $query .=" left join vtiger_crmentity as vtiger_crmentityRelHelpDesk on vtiger_crmentityRelHelpDesk.crmid = vtiger_troubletickets.parent_id"; 613 } 614 if ($queryplanner->requireTable("vtiger_accountRelHelpDesk")){ 615 $query .=" left join vtiger_account as vtiger_accountRelHelpDesk on vtiger_accountRelHelpDesk.accountid=vtiger_crmentityRelHelpDesk.crmid"; 616 } 617 if ($queryplanner->requireTable("vtiger_contactdetailsRelHelpDesk")){ 618 $query .=" left join vtiger_contactdetails as vtiger_contactdetailsRelHelpDesk on vtiger_contactdetailsRelHelpDesk.contactid= vtiger_troubletickets.contact_id"; 619 } 620 if ($queryplanner->requireTable("vtiger_productsRel")){ 621 $query .=" left join vtiger_products as vtiger_productsRel on vtiger_productsRel.productid = vtiger_troubletickets.product_id"; 622 } 623 if ($queryplanner->requireTable("vtiger_groupsHelpDesk")){ 624 $query .=" left join vtiger_groups as vtiger_groupsHelpDesk on vtiger_groupsHelpDesk.groupid = vtiger_crmentityHelpDesk.smownerid"; 625 } 626 if ($queryplanner->requireTable("vtiger_usersHelpDesk")){ 627 $query .=" left join vtiger_users as vtiger_usersHelpDesk on vtiger_usersHelpDesk.id = vtiger_crmentityHelpDesk.smownerid"; 628 } 629 if ($queryplanner->requireTable("vtiger_lastModifiedByHelpDesk")){ 630 $query .=" left join vtiger_users as vtiger_lastModifiedByHelpDesk on vtiger_lastModifiedByHelpDesk.id = vtiger_crmentityHelpDesk.modifiedby "; 631 } 632 if ($queryplanner->requireTable("vtiger_createdbyHelpDesk")){ 633 $query .= " left join vtiger_users as vtiger_createdbyHelpDesk on vtiger_createdbyHelpDesk.id = vtiger_crmentityHelpDesk.smcreatorid "; 634 } 635 return $query; 636 } 637 638 /* 639 * Function to get the relation tables for related modules 640 * @param - $secmodule secondary module name 641 * returns the array with table names and fieldnames storing relations between module and this module 642 */ 643 function setRelationTables($secmodule){ 644 $rel_tables = array ( 645 "Calendar" => array("vtiger_seactivityrel"=>array("crmid","activityid"),"vtiger_troubletickets"=>"ticketid"), 646 "Documents" => array("vtiger_senotesrel"=>array("crmid","notesid"),"vtiger_troubletickets"=>"ticketid"), 647 "Products" => array("vtiger_troubletickets"=>array("ticketid","product_id")), 648 "Services" => array("vtiger_crmentityrel"=>array("crmid","relcrmid"),"vtiger_troubletickets"=>"ticketid"), 649 ); 650 return $rel_tables[$secmodule]; 651 } 652 653 // Function to unlink an entity with given Id from another entity 654 function unlinkRelationship($id, $return_module, $return_id) { 655 global $log; 656 if(empty($return_module) || empty($return_id)) return; 657 658 if($return_module == 'Accounts') { 659 $sql = 'UPDATE vtiger_troubletickets SET parent_id=? WHERE ticketid=?'; 660 $this->db->pquery($sql, array(null, $id)); 661 $se_sql= 'DELETE FROM vtiger_seticketsrel WHERE ticketid=?'; 662 $this->db->pquery($se_sql, array($id)); 663 } elseif($return_module == 'Contacts') { 664 $sql = 'UPDATE vtiger_troubletickets SET contact_id=? WHERE ticketid=?'; 665 $this->db->pquery($sql, array(null, $id)); 666 $se_sql= 'DELETE FROM vtiger_seticketsrel WHERE ticketid=?'; 667 $this->db->pquery($se_sql, array($id)); 668 }elseif($return_module == 'Products') { 669 $sql = 'UPDATE vtiger_troubletickets SET product_id=? WHERE ticketid=?'; 670 $this->db->pquery($sql, array(null, $id)); 671 } else { 672 $sql = 'DELETE FROM vtiger_crmentityrel WHERE (crmid=? AND relmodule=? AND relcrmid=?) OR (relcrmid=? AND module=? AND crmid=?)'; 673 $params = array($id, $return_module, $return_id, $id, $return_module, $return_id); 674 $this->db->pquery($sql, $params); 675 } 676 } 677 678 public static function getTicketEmailContents($entityData, $toOwner=false) { 679 global $HELPDESK_SUPPORT_NAME; 680 $adb = PearDatabase::getInstance(); 681 $moduleName = $entityData->getModuleName(); 682 $wsId = $entityData->getId(); 683 684 if (strpos($wsId,'x')) { 685 $parts = explode('x', $wsId); 686 $entityId = $parts[1]; 687 } else { 688 $entityId = $wsId; 689 } 690 691 $isNew = $entityData->isNew(); 692 693 if (!$isNew) { 694 $reply = getTranslatedString("replied", $moduleName); 695 $temp = getTranslatedString("Re", $moduleName); 696 } else { 697 $reply = getTranslatedString("created", $moduleName); 698 $temp = " "; 699 } 700 701 702 $wsParentId = $entityData->get('contact_id'); 703 $parentIdParts = explode('x', $wsParentId); 704 705 // If this function is being triggered as part of Eventing API 706 // Then the reference field ID will not matching the webservice format. 707 // Regardless of the entry we need just the ID 708 $parentId = array_pop($parentIdParts); 709 710 $desc = getTranslatedString('Ticket ID', $moduleName) . ' : ' . $entityId . '<br>' 711 . getTranslatedString('Ticket Title', $moduleName) . ' : ' . $temp . ' ' 712 . $entityData->get('ticket_title'); 713 $name = (!$toOwner)?getParentName($parentId):''; 714 $desc .= "<br><br>" . getTranslatedString('Hi', $moduleName) . " " . $name . ",<br><br>" 715 . getTranslatedString('LBL_PORTAL_BODY_MAILINFO', $moduleName) . " " . $reply . " " . getTranslatedString('LBL_DETAIL', $moduleName) . "<br>"; 716 $desc .= "<br>" . getTranslatedString('Ticket No', $moduleName) . " : " . $entityData->get('ticket_no'); 717 $desc .= "<br>" . getTranslatedString('Status', $moduleName) . " : " . $entityData->get('ticketstatus'); 718 $desc .= "<br>" . getTranslatedString('Category', $moduleName) . " : " . $entityData->get('ticketcategories'); 719 $desc .= "<br>" . getTranslatedString('Severity', $moduleName) . " : " . $entityData->get('ticketseverities'); 720 $desc .= "<br>" . getTranslatedString('Priority', $moduleName) . " : " . $entityData->get('ticketpriorities'); 721 $desc .= "<br><br>" . getTranslatedString('Description', $moduleName) . " : <br>" . $entityData->get('description'); 722 $desc .= "<br><br>" . getTranslatedString('Solution', $moduleName) . " : <br>" . $entityData->get('solution'); 723 $desc .= getTicketComments($entityId); 724 725 $sql = "SELECT * FROM vtiger_ticketcf WHERE ticketid = ?"; 726 $result = $adb->pquery($sql, array($entityId)); 727 $cffields = $adb->getFieldsArray($result); 728 foreach ($cffields as $cfOneField) { 729 if ($cfOneField != 'ticketid' && $cfOneField != 'from_portal') { 730 $cfData = $adb->query_result($result, 0, $cfOneField); 731 $sql = "SELECT fieldlabel FROM vtiger_field WHERE columnname = ? and vtiger_field.presence in (0,2)"; 732 $cfLabel = $adb->query_result($adb->pquery($sql, array($cfOneField)), 0, 'fieldlabel'); 733 $desc .= '<br>' . $cfLabel . ' : ' . $cfData; 734 } 735 } 736 $desc .= '<br><br>' . getTranslatedString("LBL_REGARDS", $moduleName) . ',<br>' . $HELPDESK_SUPPORT_NAME ; 737 return $desc; 738 } 739 740 public static function getPortalTicketEmailContents($entityData) { 741 require_once 'config.inc.php'; 742 global $PORTAL_URL, $HELPDESK_SUPPORT_NAME; 743 744 $moduleName = $entityData->getModuleName(); 745 $wsId = $entityData->getId(); 746 747 if(strpos($wsId,'x')){ 748 $parts = explode('x', $wsId); 749 $entityId = $parts[1]; 750 } else{ 751 $entityId = $wsId; 752 } 753 $wsParentId = $entityData->get('contact_id'); 754 $parentIdParts = explode('x', $wsParentId); 755 756 // If this function is being triggered as part of Eventing API 757 // Then the reference field ID will not matching the webservice format. 758 // Regardless of the entry we need just the ID 759 $parentId = array_pop($parentIdParts); 760 761 $portalUrl = "<a href='" . $PORTAL_URL . "/index.php?module=HelpDesk&action=index&ticketid=" . $entityId . "&fun=detail'>" 762 . getTranslatedString('LBL_TICKET_DETAILS', $moduleName) . "</a>"; 763 $contents = getTranslatedString('Dear', $moduleName).' '; 764 $contents .= ($parentId) ? getParentName($parentId) : ''; 765 $contents .= ",<br>"; 766 $contents .= getTranslatedString('reply', $moduleName) . ' <b>' . $entityData->get('ticket_title') 767 . '</b> ' . getTranslatedString('customer_portal', $moduleName); 768 $contents .= getTranslatedString("link", $moduleName) . '<br>'; 769 $contents .= $portalUrl; 770 $contents .= '<br><br>' . getTranslatedString("Thanks", $moduleName) . '<br>' . $HELPDESK_SUPPORT_NAME; 771 return $contents; 772 } 773 774 function clearSingletonSaveFields() { 775 $this->column_fields['comments'] = ''; 776 } 777 778 779 } 780 781 ?>
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| Generated: Fri Nov 28 20:08:37 2014 | Cross-referenced by PHPXref 0.7.1 |