/**
* @param AW_Helpdesk3_Model_Ticket_History $history
*
* @return Varien_Object
*/
public function getAdditionalData($history)
{
$read = $this->_getReadAdapter();
$select = $read->select()->from(array('tha' => $this->getTable('aw_hdu3/ticket_history_additional')), '*')->where('tha.ticket_history_id = ?', $history->getId());
$additionalDataArray = $read->fetchRow($select->__toString());
if (!is_array($additionalDataArray)) {
$additionalDataArray = array();
}
return new Varien_Object($additionalDataArray);
}
/**
* @param AW_Helpdesk3_Model_Ticket_History $event
* @param bool $isShort
*
* @return Mage_Adminhtml_Block_Abstract
* @throws Exception
*/
public function getRendererByEvent(AW_Helpdesk3_Model_Ticket_History $event, $isShort = false)
{
$rendererList = array(AW_Helpdesk3_Model_Ticket_History_Event_Assignee::TYPE => 'Assignee', AW_Helpdesk3_Model_Ticket_History_Event_Department::TYPE => 'Department', AW_Helpdesk3_Model_Ticket_History_Event_Escalate::TYPE => 'Escalate', AW_Helpdesk3_Model_Ticket_History_Event_Message::TYPE => 'Message', AW_Helpdesk3_Model_Ticket_History_Event_Note::TYPE => 'Note', AW_Helpdesk3_Model_Ticket_History_Event_Priority::TYPE => 'Priority', AW_Helpdesk3_Model_Ticket_History_Event_Status::TYPE => 'Status');
$eventType = (int) $event->getEventType();
if (!array_key_exists($eventType, $rendererList)) {
throw new Exception('Unexpected event type');
}
$blockName = 'AW_Helpdesk3_Block_Adminhtml_Ticket_Edit_Form_Thread_Renderer_' . $rendererList[$eventType];
$attributes = array('event' => $event, 'is_short' => $isShort);
return $this->getLayout()->createBlock($blockName, '', $attributes);
}
/**
* @param string $data
* @param AW_Helpdesk3_Model_Ticket_History $history
*
* @return $this
*/
public function process($data, $history)
{
$notification = $history->getTicket()->getDepartment()->getEmailNotification();
//if current agent = getPrimaryAgent no email
if (Mage::helper('aw_hdu3/ticket')->getCurrentDepartmentAgent()->getId() != $history->getTicket()->getDepartment()->getPrimaryAgent()->getId()) {
$notification->sendToPrimaryAgentNotificationReassign($history);
}
//if current agent = getDepartmentAgentId no email
if (Mage::helper('aw_hdu3/ticket')->getCurrentDepartmentAgent()->getId() != $data['to']) {
$notification->sendToNewAssigneeNotificationReassign($history);
}
$history->getTicket()->setIsAgentChanged(true);
return $this;
}
/**
* @param AW_Helpdesk3_Model_Ticket_History $event
*
* @return string|null
*/
protected function _getAdditionalTextByEvent(AW_Helpdesk3_Model_Ticket_History $event)
{
$eventData = $event->getEventData();
$text = null;
switch ($event->getEventType()) {
case AW_Helpdesk3_Model_Ticket_History_Event_Assignee::TYPE:
$agent = Mage::getModel('aw_hdu3/department_agent')->load($eventData['to']);
$agentLabel = $agent->getName();
$text = $this->__('Assignee changed to %s', "<b>{$agentLabel}</b>");
break;
case AW_Helpdesk3_Model_Ticket_History_Event_Department::TYPE:
$department = Mage::getModel('aw_hdu3/department')->load($eventData['to']);
$departmentLabel = $department->getTitle();
$text = $this->__('Department changed to %s', "<b>{$departmentLabel}</b>");
break;
case AW_Helpdesk3_Model_Ticket_History_Event_Status::TYPE:
$status = Mage::getModel('aw_hdu3/ticket_status')->load($eventData['to']);
$statusLabel = $status->getTitle(Mage::app()->getStore()->getId());
$text = $this->__('Status changed to %s', "<b>{$statusLabel}</b>");
break;
case AW_Helpdesk3_Model_Ticket_History_Event_Priority::TYPE:
$priority = Mage::getModel('aw_hdu3/ticket_priority')->load($eventData['to']);
$priorityLabel = $priority->getTitle(Mage::app()->getStore()->getId());
$text = $this->__('Priority changed to %s', "<b>{$priorityLabel}</b>");
break;
case AW_Helpdesk3_Model_Ticket_History_Event_Escalate::TYPE:
$text = $this->__('Ticket has been escalated');
break;
}
return $text;
}
/**
* @param string $template
* @param AW_Helpdesk3_Model_Ticket_History $history
*
* @return $this
*/
protected function _sendNotificationToCustomer($template, $history)
{
$ticket = $history->getTicket();
$message = $history->getEventData();
$storeId = $ticket->getStoreId();
$storeLocaleCode = Mage::getStoreConfig('general/locale/code', $storeId);
Mage::app()->getTranslator()->setLocale($storeLocaleCode);
Mage::app()->getTranslator()->init('frontend', true);
return $this->_send($template, $ticket->getCustomerEmail(), $ticket->getCustomerName(), $history->getAttachmentCollection()->getItems(), $ticket, array_merge($this->getTicketEmailVariables($ticket), array('message' => isset($message['content']) ? $message['content'] : '', 'external_link_html' => $this->_getCustomerExternalLinkHtml($ticket), 'allow_rate' => (bool) Mage::helper('aw_hdu3/config')->isAllowRate(), 'external_link_rate_1' => $this->_getRateExternalLinkHtml($ticket, 1), 'external_link_rate_2' => $this->_getRateExternalLinkHtml($ticket, 2), 'external_link_rate_3' => $this->_getRateExternalLinkHtml($ticket, 3), 'external_link_rate_4' => $this->_getRateExternalLinkHtml($ticket, 4), 'external_link_rate_5' => $this->_getRateExternalLinkHtml($ticket, 5), 'is_status_changed' => (bool) $ticket->getIsStatusChanged())));
}
/**
* @param string $data
* @param AW_Helpdesk3_Model_Ticket_History $history
*
* @return $this
*/
public function process($data, $history)
{
$history->getTicket()->setIsDepartmentChanged(true);
return $this;
}
