/**
* @param AW_Helpdesk3_Model_Ticket $ticket
*
* @return bool
*/
public function isEventHappened($ticket)
{
if (!$ticket->isObjectNew() && $ticket->getOrigData('department_agent_id') != $ticket->getDepartmentAgentId()) {
$this->setEventData(array('from' => $ticket->getOrigData('department_agent_id'), 'to' => $ticket->getDepartmentAgentId()));
return true;
}
return false;
}
/**
* @param AW_Helpdesk3_Model_Ticket $ticket
*
* @return false
*/
public function isEventHappened($ticket)
{
if (!$ticket->isObjectNew() && $ticket->getOrigData('priority') != $ticket->getPriority()) {
$this->setEventData(array('from' => $ticket->getOrigData('priority'), 'to' => $ticket->getPriority()));
return true;
}
return false;
}
/**
* @param AW_Helpdesk3_Model_Ticket $ticket
*
* @return string
*/
public function getStyleForTicketPriority(AW_Helpdesk3_Model_Ticket $ticket)
{
if ($this->_priorityCacheData === null) {
/** @var AW_Helpdesk3_Model_Resource_Ticket_Priority_Collection $collection */
$collection = Mage::getModel('aw_hdu3/ticket_priority')->getCollection()->addNotDeletedFilter();
foreach ($collection->getData() as $value) {
$this->_priorityCacheData[$value['id']] = $value;
}
}
$priorityId = (int) $ticket->getPriority();
if (!array_key_exists($priorityId, $this->_priorityCacheData)) {
return '';
}
$style = '';
if (!empty($this->_priorityCacheData[$priorityId]['background_color'])) {
$bgColor = $this->_priorityCacheData[$priorityId]['background_color'];
$bgColor = strpos($bgColor, '#') === FALSE ? '#' . $bgColor : $bgColor;
$style .= "background-color:{$bgColor};";
}
if (!empty($this->_priorityCacheData[$priorityId]['font_color'])) {
$textColor = $this->_priorityCacheData[$priorityId]['font_color'];
$textColor = strpos($textColor, '#') === FALSE ? '#' . $textColor : $textColor;
$style .= "color:{$textColor};";
}
return $style;
}
/**
* @param AW_Helpdesk3_Model_Ticket $ticket
*
* @return int
*/
public function getTicketRepliesCount(AW_Helpdesk3_Model_Ticket $ticket)
{
$collection = Mage::getModel('aw_hdu3/ticket_message')->getCollection();
$collection->addFilterByTicketId($ticket->getId());
return max($collection->getSize() - 1, 0);
}
/**
* @param AW_Helpdesk3_Model_Ticket $ticket
*
* @return string
*/
protected function _getCustomerExternalLinkHtml($ticket)
{
if (Mage::helper('aw_hdu3/config')->isAllowExternalViewForTickets($ticket->getStoreId())) {
return Mage::helper('aw_hdu3')->__('You can view the ticket and reply from web interface from %s here %s.', '<a href="' . Mage::helper('aw_hdu3/ticket')->getExternalViewUrl($ticket) . '">', '</a>');
}
return '';
}
/**
* @param AW_Helpdesk3_Model_Ticket $ticket
*
* @return string
*/
public function getFirstTicketMessage(AW_Helpdesk3_Model_Ticket $ticket)
{
$collection = Mage::getModel('aw_hdu3/ticket_message')->getCollection();
$collection->addFilterByTicketId($ticket->getId());
$collection->addOrder('id', Varien_Data_Collection_Db::SORT_ORDER_ASC);
return strip_tags($collection->getFirstItem()->getContent());
}