/**
* Returns statistics for all tickets in database. Result is cached.
* Format or result:
* <pre>
* array(
* 'departments' => array( //statistics per department (if there are no tickets in department then there will be no record with its id here)
* <department id> => array( //tickets assigned to department with this id
* 'last_activity' => <date and time of last activity on tickets in this department>,
* 'total_items' => <total amount of tickets in this department>,
* 'total_unresolved_items' => <total amount of unresolved tickets in this department>,
* 'ticket_statuses' => array( //statistics per ticket status in the department
* <ticket status id> => array(
* 'last_activity' => <date and time of last activity on tickets with this status in this department>,
* 'total_items' => <total amount of tickets with this status in this department>
* ),
* ...
* ),
* 'ticket_types' => array( //statistics per ticket type in the department
* <ticket type id> => array(
* 'last_activity' => <date and time of last activity on tickets of this type in this department>,
* 'total_items' => <total amount of tickets of this type in this department>,
* 'total_unresolved_items' => <total amount of unresolved tickets of this type in this department>,
* ),
* ...,
* 'unknown' => array( //in Kayako 4.01.204 all ticket types will be unknown because of a bug (http://dev.kayako.com/browse/SWIFT-1465)
* ...
* )
* )
* 'ticket_owners' => array( //statistics per ticket owner in the department
* <owner staff id> => array(
* 'last_activity' => <date and time of last activity on tickets assigned to this staff in this department>,
* 'total_items' => <total amount of tickets assigned to this staff in this department>,
* 'total_unresolved_items' => <total amount of unresolved tickets assigned to this staff in this department>,
* ),
* ...,
* 'unassigned' => array( //tickets not assigned to any staff
* ...
* )
* )
* ),
* ...,
* 'unknown' => array( //tickets in Trash
* ...
* )
* ),
* 'ticket_statuses' => array( //statistics per ticket status in all departments
* <ticket status id> => array(
* 'last_activity' => <date and time of last activity on tickets with this status in all departments>,
* 'total_items' => <total amount of tickets with this status in all departments>
* ),
* ...
* ),
* 'ticket_owners' => array( //statistics per ticket owner in all departments
* <owner staff id> => array(
* 'last_activity' => <date and time of last activity on tickets assigned to this staff in all department>,
* 'total_items' => <total amount of tickets assigned to this staff in all department>,
* 'total_unresolved_items' => <total amount of unresolved tickets assigned to this staff in all department>,
* ),
* ...,
* 'unassigned' => array( //tickets not assigned to any staff no matter what department
* ...
* )
* )
* )
* </pre>
*
* @param bool $reload True to reload statistics data from server.
* @return array
*/
public static function getStatistics($reload = false)
{
if (self::$statistics !== null && !$reload) {
return self::$statistics;
}
self::$statistics = array('departments' => array(), 'ticket_statuses' => array(), 'ticket_owners' => array());
$raw_stats = self::getRESTClient()->get('/Tickets/TicketCount', array());
foreach ($raw_stats['departments'][0]['department'] as $department_raw_stats) {
$department_id = intval($department_raw_stats['_attributes']['id']);
$department_stats = array();
$department_stats['last_activity'] = intval($department_raw_stats['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $department_raw_stats['lastactivity']) : null;
$department_stats['total_items'] = $department_raw_stats['totalitems'];
$department_stats['total_unresolved_items'] = $department_raw_stats['totalunresolveditems'];
foreach ($department_raw_stats['ticketstatus'] as $ticket_status_raw_stats) {
$ticket_status_id = intval($ticket_status_raw_stats['_attributes']['id']);
$ticket_status_stats = array();
$ticket_status_stats['last_activity'] = intval($ticket_status_raw_stats['_attributes']['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $ticket_status_raw_stats['_attributes']['lastactivity']) : null;
$ticket_status_stats['total_items'] = $ticket_status_raw_stats['_attributes']['totalitems'];
$department_stats['ticket_statuses'][$ticket_status_id] = $ticket_status_stats;
}
//this is broken in Kayako 4.01.240, tickettype id is always 0 (unknown) - http://dev.kayako.com/browse/SWIFT-1465
foreach ($department_raw_stats['tickettype'] as $ticket_type_raw_stats) {
$ticket_type_id = intval($ticket_type_raw_stats['_attributes']['id']);
$ticket_type_stats = array();
$ticket_type_stats['last_activity'] = intval($ticket_type_raw_stats['_attributes']['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $ticket_type_raw_stats['_attributes']['lastactivity']) : null;
$ticket_type_stats['total_items'] = $ticket_type_raw_stats['_attributes']['totalitems'];
$ticket_type_stats['total_unresolved_items'] = $ticket_type_raw_stats['_attributes']['totalunresolveditems'];
$department_stats['ticket_types'][$ticket_type_id > 0 ? $ticket_type_id : 'unknown'] = $ticket_type_stats;
}
foreach ($department_raw_stats['ownerstaff'] as $owner_staff_raw_stats) {
$staff_id = intval($owner_staff_raw_stats['_attributes']['id']);
$owner_staff_stats = array();
$owner_staff_stats['last_activity'] = intval($owner_staff_raw_stats['_attributes']['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $owner_staff_raw_stats['_attributes']['lastactivity']) : null;
$owner_staff_stats['total_items'] = $owner_staff_raw_stats['_attributes']['totalitems'];
$owner_staff_stats['total_unresolved_items'] = $owner_staff_raw_stats['_attributes']['totalunresolveditems'];
$department_stats['ticket_owners'][$staff_id > 0 ? $staff_id : 'unassigned'] = $owner_staff_stats;
}
//unknown department is for example for tickets in Trash
self::$statistics['departments'][$department_id > 0 ? $department_id : 'unknown'] = $department_stats;
}
foreach ($raw_stats['statuses'][0]['ticketstatus'] as $ticket_status_raw_stats) {
$ticket_status_id = intval($ticket_status_raw_stats['_attributes']['id']);
$ticket_status_stats = array();
$ticket_status_stats['last_activity'] = intval($ticket_status_raw_stats['_attributes']['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $ticket_status_raw_stats['_attributes']['lastactivity']) : null;
$ticket_status_stats['total_items'] = $ticket_status_raw_stats['_attributes']['totalitems'];
self::$statistics['ticket_statuses'][$ticket_status_id] = $ticket_status_stats;
}
foreach ($raw_stats['owners'][0]['ownerstaff'] as $owner_staff_raw_stats) {
$staff_id = intval($owner_staff_raw_stats['_attributes']['id']);
$owner_staff_stats = array();
$owner_staff_stats['last_activity'] = intval($owner_staff_raw_stats['_attributes']['lastactivity']) > 0 ? date(kyConfig::get()->getDatetimeFormat(), $owner_staff_raw_stats['_attributes']['lastactivity']) : null;
$owner_staff_stats['total_items'] = $owner_staff_raw_stats['_attributes']['totalitems'];
$owner_staff_stats['total_unresolved_items'] = $owner_staff_raw_stats['_attributes']['totalunresolveditems'];
self::$statistics['ticket_owners'][$staff_id > 0 ? $staff_id : 'unassigned'] = $owner_staff_stats;
}
return self::$statistics;
}
