/**
* Add Log Events for 'batch_status' event
* @param array $tickets Array of xhelpTicket objects
* @param int $newstatus New status for tickets
* @return bool True on success, false on error
* @access public
*/
function batch_status($tickets, $newstatus)
{
global $xoopsUser;
$updated = time();
$sStatus = xhelpGetStatus($newstatus);
$uid = $xoopsUser->getVar('uid');
foreach ($tickets as $ticket) {
$logMessage =& $this->_hLog->create();
$logMessage->setVar('uid', $uid);
$logMessage->setVar('ticketid', $ticket->getVar('id'));
$logMessage->setVar('lastUpdated', $updated);
$logMessage->setVar('action', sprintf(_XHELP_LOG_UPDATE_STATUS, xhelpGetStatus($ticket->getVar('status')), $sStatus));
$this->_hLog->insert($logMessage, true);
unset($logMessage);
}
return true;
}
function _makeBatchTicketArray(&$oTickets, &$depts, &$all_users, &$j, $task)
{
global $xhelp_staff;
$sortedTickets['good'] = array();
$sortedTickets['bad'] = array();
foreach ($oTickets as $ticket) {
$dept = @$depts[$ticket->getVar('department')];
if (!($hasRights = $xhelp_staff->checkRoleRights($task, $ticket->getVar('department')))) {
$sortedTickets['bad'][] = array('id' => $ticket->getVar('id'), 'uid' => $ticket->getVar('uid'), 'subject' => xoops_substr($ticket->getVar('subject'), 0, 35), 'full_subject' => $ticket->getVar('subject'), 'description' => $ticket->getVar('description'), 'department' => _safeDepartmentName($dept), 'departmentid' => $ticket->getVar('department'), 'departmenturl' => xhelpMakeURI('index.php', array('op' => 'staffViewAll', 'dept' => $ticket->getVar('department'))), 'priority' => $ticket->getVar('priority'), 'status' => xhelpGetStatus($ticket->getVar('status')), 'posted' => $ticket->posted(), 'ownership' => _XHELP_MESSAGE_NOOWNER, 'ownerid' => $ticket->getVar('ownership'), 'closedBy' => $ticket->getVar('closedBy'), 'totalTimeSpent' => $ticket->getVar('totalTimeSpent'), 'uname' => '', 'userinfo' => XHELP_SITE_URL . '/userinfo.php?uid=' . $ticket->getVar('uid'), 'ownerinfo' => '', 'url' => XHELP_BASE_URL . '/ticket.php?id=' . $ticket->getVar('id'), 'overdue' => $ticket->isOverdue());
} else {
$sortedTickets['good'][] = array('id' => $ticket->getVar('id'), 'uid' => $ticket->getVar('uid'), 'subject' => xoops_substr($ticket->getVar('subject'), 0, 35), 'full_subject' => $ticket->getVar('subject'), 'description' => $ticket->getVar('description'), 'department' => _safeDepartmentName($dept), 'departmentid' => $ticket->getVar('department'), 'departmenturl' => xhelpMakeURI('index.php', array('op' => 'staffViewAll', 'dept' => $ticket->getVar('department'))), 'priority' => $ticket->getVar('priority'), 'status' => xhelpGetStatus($ticket->getVar('status')), 'posted' => $ticket->posted(), 'ownership' => _XHELP_MESSAGE_NOOWNER, 'ownerid' => $ticket->getVar('ownership'), 'closedBy' => $ticket->getVar('closedBy'), 'totalTimeSpent' => $ticket->getVar('totalTimeSpent'), 'uname' => '', 'userinfo' => XHELP_SITE_URL . '/userinfo.php?uid=' . $ticket->getVar('uid'), 'ownerinfo' => '', 'url' => XHELP_BASE_URL . '/ticket.php?id=' . $ticket->getVar('id'), 'overdue' => $ticket->isOverdue());
}
$all_users[$ticket->getVar('uid')] = '';
$all_users[$ticket->getVar('ownership')] = '';
$all_users[$ticket->getVar('closedBy')] = '';
$j++;
}
return $sortedTickets;
}
$xoopsTpl->assign('xhelp_allowUpload', $xoopsModuleConfig['xhelp_allowUpload']);
$xoopsTpl->assign('xhelp_imagePath', XOOPS_URL . '/modules/xhelp/images/');
$xoopsTpl->assign('xoops_module_header', $xhelp_module_header);
$xoopsTpl->assign('xhelp_ticketID', $xhelp_id);
$xoopsTpl->assign('xhelp_ticket_uid', $ticketInfo->getVar('uid'));
$submitUser =& $member_handler->getUser($ticketInfo->getVar('uid'));
$xoopsTpl->assign('xhelp_user_avatar', XOOPS_URL . '/uploads/' . ($submitUser && $submitUser->getVar('user_avatar') != "" ? $submitUser->getVar('user_avatar') : 'blank.gif'));
$xoopsTpl->assign('xhelp_ticket_subject', $ticketInfo->getVar('subject', 's'));
$xoopsTpl->assign('xhelp_ticket_description', $ticketInfo->getVar('description'));
$xoopsTpl->assign('xhelp_ticket_department', isset($departments[$ticketInfo->getVar('department')]) ? $departments[$ticketInfo->getVar('department')]->getVar('department') : _XHELP_TEXT_NO_DEPT);
$xoopsTpl->assign('xhelp_departmenturl', 'index.php?op=staffViewAll&dept=' . $ticketInfo->getVar('department'));
$xoopsTpl->assign('xhelp_departmentid', $ticketInfo->getVar('department'));
$xoopsTpl->assign('xhelp_departments', $aDept);
$xoopsTpl->assign('xhelp_ticket_priority', $ticketInfo->getVar('priority'));
$xoopsTpl->assign('xhelp_ticket_status', $ticketInfo->getVar('status'));
$xoopsTpl->assign('xhelp_text_status', xhelpGetStatus($ticketInfo->getVar('status')));
$xoopsTpl->assign('xhelp_ticket_userIP', $ticketInfo->getVar('userIP'));
$xoopsTpl->assign('xhelp_ticket_lastUpdated', $ticketInfo->lastUpdated('m'));
$xoopsTpl->assign('xhelp_priorities', array(5, 4, 3, 2, 1));
$xoopsTpl->assign('xhelp_priorities_desc', array('5' => _XHELP_PRIORITY5, '4' => _XHELP_PRIORITY4, '3' => _XHELP_PRIORITY3, '2' => _XHELP_PRIORITY2, '1' => _XHELP_PRIORITY1));
$xoopsTpl->assign('xhelp_ticket_posted', $ticketInfo->posted('m'));
if ($giveOwnership) {
$xoopsTpl->assign('xhelp_ticket_ownerUid', $owner->getVar('uid'));
$xoopsTpl->assign('xhelp_ticket_ownership', xhelpGetUsername($owner, $displayName));
$xoopsTpl->assign('xhelp_ownerinfo', XOOPS_URL . '/userinfo.php?uid=' . $owner->getVar('uid'));
}
$xoopsTpl->assign('xhelp_ticket_closedBy', $ticketInfo->getVar('closedBy'));
$xoopsTpl->assign('xhelp_ticket_totalTimeSpent', $ticketInfo->getVar('totalTimeSpent'));
$xoopsTpl->assign('xhelp_userinfo', XOOPS_URL . '/userinfo.php?uid=' . $ticketInfo->getVar('uid'));
$xoopsTpl->assign('xhelp_username', $user ? xhelpGetUsername($user, $displayName) : $xoopsConfig['anonymous']);
$xoopsTpl->assign('xhelp_userlevel', $user ? $user->getVar('level') : 0);
/**
* Event: batch_response
* Triggered after a batch response addition
* Note: the $response->getVar('ticketid') field is empty for this function
* @param array $tickets The xhelpTicket objects that were modified
* @param xhelpResponses $response The response added to each ticket
*/
function batch_response($tickets, $response)
{
global $xoopsUser, $xoopsConfig, $xoopsModuleConfig;
$displayName =& $xoopsModuleConfig['xhelp_displayName'];
// Determines if username or real name is displayed
$responseText = $this->_ts->stripslashesGPC($response->getVar('message', 'n'));
$uname = $xoopsUser->getVar('uname');
$uid = $xoopsUser->getVar('uid');
$updated = formatTimestamp(time(), 'm');
$private = $response->getVar('private');
$hMBoxes =& xhelpGetHandler('departmentMailBox');
$mBoxes =& $hMBoxes->getObjects(null, true);
$hDepartments =& xhelpGetHandler('department');
$settings =& $this->_hNotification->get(XHELP_NOTIF_NEWRESPONSE);
$staff_setting = $settings->getVar('staff_setting');
$user_setting = $settings->getVar('user_setting');
$staff_options = $settings->getVar('staff_options');
if ($staff_setting != XHELP_NOTIF_STAFF_NONE) {
$dept_email_tpl = $this->_getEmailTpl('dept', 'new_response', $this->_module, $template_id);
} else {
$dept_email_tpl = false;
}
if ($user_setting != XHELP_NOTIF_USER_NO) {
$user_email_tpl = $this->_getEmailTpl('ticket', 'new_this_response', $this->_module, $template_id);
} else {
$user_email_tpl = false;
}
foreach ($tickets as $ticket) {
$bFromEmail = false;
$tags = array();
$tags['TICKET_ID'] = $ticket->getVar('id');
$tags['TICKET_RESPONSE'] = $responseText;
$tags['TICKET_SUBJECT'] = $ticket->getVar('subject');
$tags['TICKET_TIMESPENT'] = $response->getVar('timeSpent');
$tags['TICKET_STATUS'] = xhelpGetStatus($ticket->getVar('status'));
$tags['TICKET_RESPONDER'] = $uname;
$tags['TICKET_POSTED'] = $updated;
$tags['TICKET_URL'] = XHELP_BASE_URL . '/ticket.php?id=' . $ticket->getVar('id');
$tags['TICKET_DEPARTMENT'] = $this->_ts->stripslashesGPC($hDepartments->getNameById($ticket->getVar('department')));
$owner = $ticket->getVar('ownership');
if ($owner == 0) {
$tags['TICKET_OWNERSHIP'] = _XHELP_NO_OWNER;
} else {
$tags['TICKET_OWNERSHIP'] = xhelpGetUsername($owner, $displayName);
}
if ($ticket->getVar('serverid') > 0) {
//Ticket was submitted via email
$mBox =& $mBoxes[$ticket->getVar('serverid')];
if (is_object($mBox)) {
$bFromEmail = true;
}
}
if ($bFromEmail) {
$from = $server->getVar('emailaddress');
$tags['TICKET_SUPPORT_EMAIL'] = $from;
$tags['TICKET_SUPPORT_KEY'] = '{' . $ticket->getVar('emailHash') . '}';
} else {
$from = '';
$tags['TICKET_SUPPORT_EMAIL'] = $xoopsConfig['adminmail'];
$tags['TICKET_SUPPORT_KEY'] = '';
}
$sendTo = array();
if ($ticket->getVar('uid') != $uid && $response->getVar('private') == 0) {
// If response from staff member
if ($private == 0) {
if ($user_email_tpl) {
$sendTo = $this->_getUserEmail($ticket->getVar('uid'));
$success = $this->_sendEvents($user_email_tpl, $sendTo, $tags, $from);
}
} else {
if ($dept_email_tpl) {
if ($ticket->getVar('ownership') != 0) {
$sendTo = $this->_getStaffEmail($owner, $ticket->getVar('department'), $staff_options);
} else {
$sendTo = $this->_getSubscribedStaff($ticket, $dept_email_tpl['bit_value'], $settings);
}
}
}
} else {
// If response from submitter
if ($dept_email_tpl) {
if ($ticket->getVar('ownership') != 0) {
// If ticket has owner, send to owner
if ($this->_isSubscribed($owner, $email_tpl['bit_value'])) {
// Check if the owner is subscribed
$sendTo = $this->_getStaffEmail($owner, $ticket->getVar('department'), $staff_options);
}
} else {
// If ticket has no owner, send to department
$sendTo =& $this->_getSubscribedStaff($ticket, $dept_email_tpl['bit_value'], $settings);
}
$success = $this->_sendEvents($dept_email_tpl, $sendTo, $tags);
}
}
}
}
function xhelp_default()
{
global $xoopsModuleConfig, $oAdminButton;
xoops_cp_header();
echo $oAdminButton->renderButtons('index');
$displayName =& $xoopsModuleConfig['xhelp_displayName'];
// Determines if username or real name is displayed
$stylePath = XHELP_BASE_URL . '/styles/xhelp.css';
echo '<link rel="stylesheet" type="text/css" media="all" href="' . $stylePath . '" /><!--[if gte IE 5.5000]><script src="iepngfix.js" language="JavaScript" type="text/javascript"></script><![endif]-->';
global $xoopsUser, $xoopsDB;
$hTickets =& xhelpGetHandler('ticket');
$hStatus =& xhelpGetHandler('status');
$crit = new Criteria('', '');
$crit->setSort('description');
$crit->setOrder('ASC');
$statuses =& $hStatus->getObjects($crit);
$table_class = array('odd', 'even');
echo "<table border='0' width='100%'>";
echo "<tr><td width='50%' valign='top'>";
echo "<div id='ticketInfo'>";
echo "<table border='0' width='95%' cellspacing='1' class='outer'>\r\n <tr><th colspan='2'>" . _AM_XHELP_TEXT_TICKET_INFO . "</th></tr>";
$class = "odd";
$totalTickets = 0;
foreach ($statuses as $status) {
$crit = new Criteria('status', $status->getVar('id'));
$numTickets =& $hTickets->getCount($crit);
$totalTickets += $numTickets;
echo "<tr class='" . $class . "'><td>" . $status->getVar('description') . "</td><td>" . $numTickets . "</td></tr>";
if ($class == "odd") {
$class = "even";
} else {
$class = "odd";
}
}
echo "<tr class='foot'><td>" . _AM_XHELP_TEXT_TOTAL_TICKETS . "</td><td>" . $totalTickets . "</td></tr>";
echo "</table></div><br />";
$hStaff =& xhelpGetHandler('staff');
$hResponses =& xhelpGetHandler('responses');
echo "</td><td valign='top'>";
// Outer table
echo "<div id='timeSpent'>";
// Start inner top-left cell
echo "<table border='0' width='100%' cellspacing='1' class='outer'>\r\n <tr><th colspan='2'>" . _AM_XHELP_TEXT_RESPONSE_TIME . "</th></tr>";
$sql = sprintf('SELECT u.uid, u.uname, u.name, (s.responseTime / s.ticketsResponded) as AvgResponseTime FROM %s u INNER JOIN %s s ON u.uid = s.uid WHERE ticketsResponded > 0 ORDER BY AvgResponseTime', $xoopsDB->prefix('users'), $xoopsDB->prefix('xhelp_staff'));
$ret = $xoopsDB->query($sql, MAX_STAFF_RESPONSETIME);
$i = 0;
while (list($uid, $uname, $name, $avgResponseTime) = $xoopsDB->fetchRow($ret)) {
$class = $table_class[$i % 2];
echo "<tr class='{$class}'><td>" . xhelpGetDisplayName($displayName, $name, $uname) . "</td><td align='right'>" . xhelpFormatTime($avgResponseTime) . "</td></tr>";
$i++;
}
echo "</table></div><br />";
// End inner top-left cell
echo "</td></tr><tr><td valign='top'>";
// End first, start second cell
//Get Calls Closed block
$sql = sprintf('SELECT SUM(callsClosed) FROM %s', $xoopsDB->prefix('xhelp_staff'));
$ret = $xoopsDB->query($sql);
if (list($totalStaffClosed) = $xoopsDB->fetchRow($ret)) {
if ($totalStaffClosed) {
$sql = sprintf('SELECT u.uid, u.uname, u.name, s.callsClosed FROM %s u INNER JOIN %s s ON u.uid = s.uid WHERE s.callsClosed > 0 ORDER BY s.callsClosed DESC', $xoopsDB->prefix('users'), $xoopsDB->prefix('xhelp_staff'));
$ret = $xoopsDB->query($sql, MAX_STAFF_CALLSCLOSED);
echo "<div id='callsClosed'>";
echo "<table border='0' width='95%' cellspacing='1' class='outer'>\r\n <tr><th colspan='2'>" . _AM_XHELP_TEXT_TOP_CLOSERS . "</th></tr>";
$i = 0;
while (list($uid, $uname, $name, $callsClosed) = $xoopsDB->fetchRow($ret)) {
$class = $table_class[$i % 2];
echo "<tr class='{$class}'><td>" . xhelpGetDisplayName($displayName, $name, $uname) . "</td><td align='right'>" . $callsClosed . ' (' . round($callsClosed / $totalStaffClosed * 100, 2) . "%)</td></tr>";
$i++;
}
echo "</table></div><br />";
// End inner table top row
echo "</td><td valign='top'>";
// End top row of outer table
$sql = sprintf('SELECT u.uid, u.uname, u.name, (s.responseTime / s.ticketsResponded) as AvgResponseTime FROM %s u INNER JOIN %s s ON u.uid = s.uid WHERE ticketsResponded > 0 ORDER BY AvgResponseTime DESC', $xoopsDB->prefix('users'), $xoopsDB->prefix('xhelp_staff'));
$ret = $xoopsDB->query($sql, MAX_STAFF_RESPONSETIME);
echo "<div id='leastCallsClosed'>";
echo "<table border='0' width='100%' cellspacing='1' class='outer'>\r\n <tr><th colspan='2'>" . _AM_XHELP_TEXT_RESPONSE_TIME_SLOW . "</th></tr>";
$i = 0;
while (list($uid, $uname, $name, $avgResponseTime) = $xoopsDB->fetchRow($ret)) {
$class = $table_class[$i % 2];
echo "<tr class='{$class}'><td>" . xhelpGetDisplayName($displayName, $name, $uname) . "</td><td align='right'>" . xhelpFormatTime($avgResponseTime) . "</td></tr>";
$i++;
}
echo "</table></div>";
// End first cell, second row of inner table
}
}
echo "</td></tr></table><br />";
// End second cell, second row of inner table
$crit = new Criteria('state', '2', '<>', 's');
$crit->setSort('priority');
$crit->setOrder('ASC');
$crit->setLimit(10);
$highPriority =& $hTickets->getObjects($crit);
$has_highPriority = count($highPriority) > 0;
if ($has_highPriority) {
echo "<div id='highPriority'>";
echo "<table border='0' width='100%' cellspacing='1' class='outer'>\r\n <tr><th colspan='8'>" . _AM_XHELP_TEXT_HIGH_PRIORITY . "</th></tr>";
echo "<tr class='head'><td>" . _AM_XHELP_TEXT_PRIORITY . "</td><td>" . _AM_XHELP_TEXT_ELAPSED . "</td><td>" . _AM_XHELP_TEXT_STATUS . "</td><td>" . _AM_XHELP_TEXT_SUBJECT . "</td><td>" . _AM_XHELP_TEXT_DEPARTMENT . "</td><td>" . _AM_XHELP_TEXT_OWNER . "</td><td>" . _AM_XHELP_TEXT_LAST_UPDATED . "</td><td>" . _AM_XHELP_TEXT_LOGGED_BY . "</td></tr>";
$i = 0;
foreach ($highPriority as $ticket) {
if ($ticket->isOverdue()) {
$class = $table_class[$i % 2] . " overdue";
} else {
$class = $table_class[$i % 2];
}
$priority_url = "<img src='" . XHELP_IMAGE_URL . "/priority" . $ticket->getVar('priority') . ".png' alt='" . $ticket->getVar('priority') . "' />";
$subject_url = sprintf("<a href='" . XHELP_BASE_URL . "/ticket.php?id=" . $ticket->getVar('id') . "' target='_BLANK'>%s</a>", $ticket->getVar('subject'));
if ($dept = $ticket->getDepartment()) {
$dept_url = sprintf("<a href='" . XHELP_BASE_URL . "/index.php?op=staffViewAll&dept=" . $dept->getVar('id') . "' target='_BLANK'>%s</a>", $dept->getVar('department'));
} else {
$dept_url = _AM_XHELP_TEXT_NO_DEPT;
}
if ($ticket->getVar('ownership') != 0) {
$owner_url = sprintf("<a href='" . XOOPS_URL . "/userinfo.php?uid=" . $ticket->getVar('uid') . "' target='_BLANK'>%s</a>", xhelpGetUsername($ticket->getVar('ownership'), $displayName));
} else {
$owner_url = _AM_XHELP_TEXT_NO_OWNER;
}
$user_url = sprintf("<a href='" . XOOPS_URL . "/userinfo.php?uid=" . $ticket->getVar('uid') . "' target='_BLANK'>%s</a>", xhelpGetUsername($ticket->getVar('uid'), $displayName));
echo "<tr class='{$class}'><td>" . $priority_url . "</td>\r\n <td>" . $ticket->elapsed() . "</td>\r\n <td>" . xhelpGetStatus($ticket->getVar('status')) . "</td>\r\n <td>" . $subject_url . "</td>\r\n <td>" . $dept_url . "</td>\r\n <td>" . $owner_url . " </td>\r\n <td>" . $ticket->lastUpdated() . "</td>\r\n <td>" . $user_url . "</td>\r\n </tr>";
$i++;
}
echo "</table></div>";
}
pathConfiguration();
xhelpAdminFooter();
xoops_cp_footer();
}
//$pageNav = new XoopsPageNav($total, $limit, $start, "start", "limit=$limit&department=$search_department&description=$search_description&subject=$search_subject&priority=$search_priority&status=$search_status&submittedBy=$search_submittedBy&ownership=$search_ownership&closedBy=$search_closedBy"); // New PageNav object
$pageNav = new XoopsPageNav($total, $limit, $start, "start", $pagenav_vars);
$xoopsTpl->assign('xhelp_pagenav', $pageNav->renderNav());
unset($pageNav);
$member_handler =& xoops_gethandler('member');
foreach ($tickets as $ticket) {
$user =& $member_handler->getUser($ticket->getVar('uid'));
$owner =& $member_handler->getUser($ticket->getVar('ownership'));
//$closer =& $member_handler->getUser($ticket->getVar('closedBy'));
$department =& $hDepartments->get($ticket->getVar('department'));
//if($owner){
$overdue = false;
if ($ticket->isOverdue()) {
$overdue = true;
}
$aTickets[$ticket->getVar('id')] = array('id' => $ticket->getVar('id'), 'uid' => $ticket->getVar('uid'), 'uname' => $user ? $user->getVar('uname') : $xoopsConfig['anonymous'], 'userinfo' => XOOPS_URL . '/userinfo.php?uid=' . $ticket->getVar('uid'), 'subject' => xoops_substr($ticket->getVar('subject'), 0, 35), 'full_subject' => $ticket->getVar('subject'), 'description' => $ticket->getVar('description'), 'department' => $department->getVar('department'), 'departmentid' => $department->getVar('id'), 'departmenturl' => xhelpMakeURI('index.php', array('op' => 'staffViewAll', 'dept' => $department->getVar('id'))), 'priority' => $ticket->getVar('priority'), 'status' => xhelpGetStatus($ticket->getVar('status')), 'posted' => $ticket->posted(), 'totalTimeSpent' => $ticket->getVar('totalTimeSpent'), 'ownership' => $owner && $owner->getVar('uname') != "" ? $owner->getVar('uname') : _XHELP_NO_OWNER, 'ownerid' => $owner && $owner->getVar('uid') != 0 ? $owner->getVar('uid') : 0, 'ownerinfo' => $owner && $owner->getVar('uid') != 0 ? XOOPS_URL . '/userinfo.php?uid=' . $owner->getVar('uid') : 0, 'closedBy' => $ticket->getVar('closedBy'), 'closedByUname' => $xoopsUser->getUnameFromId($ticket->getVar('closedBy')), 'url' => XOOPS_URL . '/modules/xhelp/ticket.php?id=' . $ticket->getVar('id'), 'elapsed' => $ticket->elapsed(), 'lastUpdate' => $ticket->lastUpdate(), 'overdue' => $overdue);
unset($user);
unset($owner);
//$closer =& $member_handler->getUser($ticket->getVar('closedBy'));
unset($department);
}
unset($tickets);
$xoopsTpl->assign('xhelp_viewResults', $viewResults);
if (isset($aTickets)) {
$xoopsTpl->assign('xhelp_allTickets', $aTickets);
$xoopsTpl->assign('xhelp_has_tickets', true);
} else {
$xoopsTpl->assign('xhelp_allTickets', 0);
$xoopsTpl->assign('xhelp_has_tickets', false);
}
$tpl_cols = array();
