public static function RecalculateLastMessageDeadline($RSD = true)
{
global $DB, $DBType;
$err_mess = self::err_mess() . "<br>Function: RecalculateLastMessage<br>Line: ";
$DB->StartUsingMasterOnly();
$strSql = "SELECT count(*) C FROM b_ticket";
$rs = $DB->Query($strSql, false, $err_mess . __LINE__);
$resC = $rs->Fetch();
if (!is_array($resC)) {
return true;
}
if (!isset($resC["C"]) || $resC["C"] == 0) {
return true;
}
$strUsers = implode(",", CTicket::GetSupportTeamAndAdminUsers());
$strSql0 = "\n\t\t\t\tb_ticket\n\t\t\t\tINNER JOIN (\n\t\t\t\t\tSELECT\n\t\t\t\t\t\tT.ID TID,\n\t\t\t\t\t\tM.DATE_CREATE DATE_CREATE,\n\t\t\t\t\t\tM.ID ID,\n\t\t\t\t\t\t" . CTicket::isnull("Q.LMBS", "'Y'") . " LMBS\n\t\t\t\t\tFROM\n\t\t\t\t\t\tb_ticket as T\n\t\t\t\t\t\tLEFT JOIN (\n\t\t\t\t\t\t\tSELECT\n\t\t\t\t\t\t\t\tTM.TICKET_ID ID,\n\t\t\t\t\t\t\t\tMIN(TM.ID) M_ID,\n\t\t\t\t\t\t\t\t'N' LMBS\n\t\t\t\t\t\t\tFROM\n\t\t\t\t\t\t\t\tb_ticket_message TM\n\t\t\t\t\t\t\t\tINNER JOIN (\n\t\t\t\t\t\t\t\t\tSELECT\n\t\t\t\t\t\t\t\t\t\tT.ID ID,\n\t\t\t\t\t\t\t\t\t\tMAX(" . CTicket::isnull("TM.ID", "0") . ") M_ID\n\t\t\t\t\t\t\t\t\tFROM\n\t\t\t\t\t\t\t\t\t\tb_ticket T\n\t\t\t\t\t\t\t\t\t\tLEFT JOIN b_ticket_message TM\n\t\t\t\t\t\t\t\t\t\t\tON T.ID = TM.TICKET_ID\n\t\t\t\t\t\t\t\t\t\t\t\tAND (NOT(TM.IS_LOG='Y'))\n\t\t\t\t\t\t\t\t\t\t\t\tAND (NOT(TM.IS_HIDDEN='Y'))\n\t\t\t\t\t\t\t\t\t\t\t\tAND (NOT(TM.NOT_CHANGE_STATUS='Y'))\n\t\t\t\t\t\t\t\t\t\t\t\tAND TM.OWNER_USER_ID IN ({$strUsers})\n\t\t\t\t\t\t\t\t\tWHERE\n\t\t\t\t\t\t\t\t\t\tT.DATE_CLOSE IS NULL\n\t\t\t\t\t\t\t\t\tGROUP BY\n\t\t\t\t\t\t\t\t\t\tT.ID\n\t\t\t\t\t\t\t\t) AS Q\n\t\t\t\t\t\t\t\t\tON TM.TICKET_ID = Q.ID\n\t\t\t\t\t\t\t\t\t\tAND TM.ID > Q.M_ID\n\t\t\t\t\t\t\t\t\t\tAND (NOT(TM.IS_LOG='Y'))\n\t\t\t\t\t\t\t\t\t\tAND (NOT(TM.IS_HIDDEN='Y'))\n\t\t\t\t\t\t\t\t\t\tAND (NOT(TM.NOT_CHANGE_STATUS='Y'))\n\t\t\t\t\t\t\tGROUP BY\n\t\t\t\t\t\t\t\tTM.TICKET_ID\n\t\t\t\t\t\t) AS Q\n\t\t\t\t\t\t\tON T.ID = Q.ID\n\t\t\t\t\t\tLEFT JOIN b_ticket_message AS M\n\t\t\t\t\t\t\tON Q.M_ID = M.ID\n\t\t\t\t\tWHERE\n\t\t\t\t\t\tT.DATE_CLOSE IS NULL\n\t\t\t\t) AS M\n\t\t\t\t\tON b_ticket.ID = M.TID\n\t\t";
$arS = array("MySQL" => "\n\tUPDATE {$strSql0}\n\tSET\n\tb_ticket.D_1_USER_M_AFTER_SUP_M = M.DATE_CREATE,\n\tb_ticket.ID_1_USER_M_AFTER_SUP_M = M.ID,\n\tb_ticket.LAST_MESSAGE_BY_SUPPORT_TEAM = M.LMBS\n\t\t\t\t\t", "MSSQL" => "\n\tUPDATE b_ticket\n\tSET\n\tb_ticket.D_1_USER_M_AFTER_SUP_M = M.DATE_CREATE,\n\tb_ticket.ID_1_USER_M_AFTER_SUP_M = M.ID,\n\tb_ticket.LAST_MESSAGE_BY_SUPPORT_TEAM = M.LMBS\n\tFROM {$strSql0}\n\t\t\t\t\t", "Oracle" => "\n\tUPDATE b_ticket T0\n\tSET (D_1_USER_M_AFTER_SUP_M, ID_1_USER_M_AFTER_SUP_M, LAST_MESSAGE_BY_SUPPORT_TEAM) = (\n\t\tSELECT\n\t\t\tM.DATE_CREATE,\n\t\t\tM.ID,\n\t\t\tM.LMBS\n\t\tFROM " . str_replace(" AS ", " ", $strSql0) . "\n\t\tWHERE b_ticket.ID = T0.ID\n\t)\n\t\t\t\t\t");
$res = $DB->Query($arS[$DBType], true);
$res = $DB->Query("UPDATE b_ticket SET SUPPORT_DEADLINE = null, SUPPORT_DEADLINE_NOTIFY = null WHERE LAST_MESSAGE_BY_SUPPORT_TEAM = 'Y'", true);
if ($RSD) {
self::RecalculateSupportDeadline();
}
$DB->StopUsingMasterOnly();
}
function UpdateLastParamsN($ticketID, $dateType, $recalculateSupportDeadline = true, $setReopenDefault = true)
{
$err_mess = CAllTicket::err_mess() . "<br>Function: UpdateLastParamsN<br>Line: ";
global $DB, $USER;
$ticketID = intval($ticketID);
if ($ticketID <= 0) {
return;
}
$arSupportTeam = CTicket::GetSupportTeamAndAdminUsers();
$arFields = array("LAST_MESSAGE_DATE" => "null", "LAST_MESSAGE_USER_ID" => "null", "LAST_MESSAGE_GUEST_ID" => "null", "LAST_MESSAGE_SID" => "null", "D_1_USER_M_AFTER_SUP_M" => "null", "ID_1_USER_M_AFTER_SUP_M" => "null", "LAST_MESSAGE_BY_SUPPORT_TEAM" => "'Y'");
if ($setReopenDefault) {
$arFields["REOPEN"] = "'N'";
}
$DB->StartUsingMasterOnly();
$strSql = "\n\t\t\tSELECT\n\t\t\t\tT.ID,\n\t\t\t\tT.SLA_ID,\n\t\t\t\tT.DATE_CLOSE,\n\t\t\t\t" . $DB->DateToCharFunction("T.DEADLINE_SOURCE_DATE", "FULL") . " DEADLINE_SOURCE_DATE,\n\t\t\t\t" . $DB->DateToCharFunction("T.D_1_USER_M_AFTER_SUP_M", "FULL") . " DATE_OLD,\n\t\t\t\tT.IS_OVERDUE,\n\t\t\t\tSLA.RESPONSE_TIME_UNIT,\n\t\t\t\tSLA.RESPONSE_TIME,\n\t\t\t\tSLA.NOTICE_TIME_UNIT,\n\t\t\t\tSLA.NOTICE_TIME\n\t\t\tFROM\n\t\t\t\tb_ticket T\n\t\t\t\tINNER JOIN b_ticket_sla SLA\n\t\t\t\t\tON T.SLA_ID = SLA.ID\n\t\t\t\t\t\tAND T.ID = {$ticketID}\n\t\t\t";
$rs = $DB->Query($strSql, false, $err_mess . __LINE__);
$arTicket = $rs->Fetch();
if (!$arTicket) {
$DB->StopUsingMasterOnly();
return;
}
$arMessagesAll = array();
$arLastMess = null;
$arFirstUserMessAfterSupportMess = null;
$allTime = 0;
$messages = 0;
$messAfterSupportMess = true;
$strSql = "\n\t\t\tSELECT\n\t\t\t\tID,\n\t\t\t\t" . $DB->DateToCharFunction("DATE_CREATE", "FULL") . " DATE_CREATE,\n\t\t\t\tOWNER_USER_ID,\n\t\t\t\tOWNER_GUEST_ID,\n\t\t\t\tOWNER_SID,\n\t\t\t\tTASK_TIME,\n\t\t\t\tIS_OVERDUE,\n\t\t\t\tIS_HIDDEN,\n\t\t\t\tNOT_CHANGE_STATUS\n\t\t\tFROM\n\t\t\t\tb_ticket_message\n\t\t\tWHERE\n\t\t\t\tTICKET_ID={$ticketID}\n\t\t\tAND(NOT(IS_LOG='Y'))\n\t\t\tORDER BY\n\t\t\t\tC_NUMBER\n\t\t\t";
//NOT_CHANGE_STATUS
//IS_HIDDEN
//IS_OVERDUE
$rs = $DB->Query($strSql, false, $err_mess . __LINE__);
$DB->StopUsingMasterOnly();
while ($arM = $rs->Fetch()) {
$arMessagesAll[] = $arM;
if ($arM["IS_OVERDUE"] !== 'Y') {
if ($arM["IS_HIDDEN"] !== 'Y') {
if ($arM["NOT_CHANGE_STATUS"] !== 'Y') {
$arLastMess = $arM;
}
$messages++;
}
$allTime += intval($arM["TASK_TIME"]);
}
if ($arM["IS_HIDDEN"] !== 'Y' && $arM["NOT_CHANGE_STATUS"] !== 'Y') {
if (in_array(intval($arM["OWNER_USER_ID"]), $arSupportTeam)) {
$arFirstUserMessAfterSupportMess = null;
$messAfterSupportMess = true;
} elseif ($messAfterSupportMess) {
$arFirstUserMessAfterSupportMess = $arM;
$messAfterSupportMess = false;
}
}
}
if ($arLastMess !== null) {
$arFields["LAST_MESSAGE_USER_ID"] = $arLastMess["OWNER_USER_ID"];
//if ($changeLastMessageDate)
//{
$arFields["LAST_MESSAGE_DATE"] = $DB->CharToDateFunction($arLastMess["DATE_CREATE"]);
//}
$arFields["LAST_MESSAGE_GUEST_ID"] = intval($arLastMess["OWNER_GUEST_ID"]);
$arFields["LAST_MESSAGE_SID"] = "'" . $DB->ForSql($arLastMess["OWNER_SID"], 255) . "'";
}
$arFields["MESSAGES"] = $messages;
$arFields["PROBLEM_TIME"] = $allTime;
if ($arFirstUserMessAfterSupportMess !== null) {
$arFields["D_1_USER_M_AFTER_SUP_M"] = $DB->CharToDateFunction($arFirstUserMessAfterSupportMess["DATE_CREATE"]);
$arFields["ID_1_USER_M_AFTER_SUP_M"] = intval($arFirstUserMessAfterSupportMess["ID"]);
$arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] = "'N'";
}
if (is_array($dateType["EVENT"]) && in_array(CTicket::REOPEN, $dateType["EVENT"])) {
$arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime(time() + CTimeZone::GetOffset(), "FULL"));
} elseif ($arTicket["IS_OVERDUE"] == "Y") {
$recalculateSupportDeadline = false;
}
$recalculateSupportDeadline = $recalculateSupportDeadline && intval($arTicket["DATE_CLOSE"]) <= 0 && $arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] == "'N'";
if (!$recalculateSupportDeadline) {
if ($arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] == "'Y'" || intval($arTicket["DATE_CLOSE"]) > 0) {
$arFields["SUPPORT_DEADLINE_NOTIFY"] = "null";
$arFields["SUPPORT_DEADLINE"] = "null";
$arFields["IS_OVERDUE"] = "'N'";
$arFields["IS_NOTIFIED"] = "'N'";
}
}
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
if ($recalculateSupportDeadline) {
$arTicket["M_ID"] = $arFirstUserMessAfterSupportMess["ID"];
$arTicket["D_1_USER_M_AFTER_SUP_M"] = $arFirstUserMessAfterSupportMess["DATE_CREATE"];
CTicketReminder::RecalculateSupportDeadlineForOneTicket($arTicket, $arFields, $dateType);
}
/*
LAST_MESSAGE_DATE
LAST_MESSAGE_USER_ID
LAST_MESSAGE_GUEST_ID
LAST_MESSAGE_SID
MESSAGES
REOPEN
PROBLEM_TIME
D_1_USER_M_AFTER_SUP_M
ID_1_USER_M_AFTER_SUP_M
LAST_MESSAGE_BY_SUPPORT_TEAM
DEADLINE_SOURCE_DATE
SUPPORT_DEADLINE_NOTIFY
SUPPORT_DEADLINE
IS_OVERDUE
IS_NOTIFIED
*/
}
function SeparateSLAandTimeTable($dbType)
{
global $DB;
$err_mess = CAllSupportUpdate::err_mess() . "<br>Function: SeparateSLAandTimeTable<br>Line: ";
$strUsers = implode(",", CTicket::GetSupportTeamAndAdminUsers());
$strSql0 = "\n\t\t\t\tb_ticket\n\t\t\t\t\tINNER JOIN (\n\t\t\t\t\t\tSELECT\n\t\t\t\t\t\t\tTM.TICKET_ID ID,\n\t\t\t\t\t\t\tMIN(TM.ID) M_ID\n\t\t\t\t\t\tFROM\n\t\t\t\t\t\t\tb_ticket_message TM\n\t\t\t\t\t\t\tINNER JOIN (\n\t\t\t\t\t\t\t\tSELECT\n\t\t\t\t\t\t\t\t\tT.ID ID,\n\t\t\t\t\t\t\t\t\tMAX(" . CTicket::isnull("TM.ID", "0") . ") M_ID\n\t\t\t\t\t\t\t\tFROM\n\t\t\t\t\t\t\t\t\tb_ticket T\n\t\t\t\t\t\t\t\t\tLEFT JOIN b_ticket_message TM\n\t\t\t\t\t\t\t\t\t\tON T.ID = TM.TICKET_ID\n\t\t\t\t\t\t\t\t\t\t\tAND (TM.IS_LOG='N' OR TM.IS_LOG IS NULL OR " . $DB->Length("TM.IS_LOG") . " <= 0)\n\t\t\t\t\t\t\t\t\t\t\tAND TM.OWNER_USER_ID IN ({$strUsers})\n\t\t\t\t\t\t\t\tWHERE\n\t\t\t\t\t\t\t\t\tT.DATE_CLOSE IS NULL\n\t\t\t\t\t\t\t\tGROUP BY\n\t\t\t\t\t\t\t\t\tT.ID\n\t\t\t\t\t\t\t) AS Q\n\t\t\t\t\t\t\t\tON TM.TICKET_ID = Q.ID\n\t\t\t\t\t\t\t\t\tAND TM.ID > Q.M_ID\n\t\t\t\t\t\tGROUP BY\n\t\t\t\t\t\t\tTM.TICKET_ID\n\t\t\t\t\t) AS Q\n\t\t\t\t\t\tON b_ticket.ID = Q.ID\n\t\t\t\t\tINNER JOIN b_ticket_message AS M\n\t\t\t\t\t\tON Q.M_ID = M.ID\n\t\t\t";
$updateQueries = array("b_ticket_timetable,b_ticket_sla,b_ticket_sla_shedule" => array(0 => array("MySQL" => "\n\tINSERT INTO b_ticket_timetable (NAME, DESCRIPTION)\n\t\tSELECT NAME, ID\n\t\tFROM b_ticket_sla\n\t\t\t\t\t", "MSSQL" => "\n\tINSERT INTO b_ticket_timetable (NAME, DESCRIPTION)\n\t\tSELECT NAME, CAST(CAST(ID AS varchar) AS text)\n\t\tFROM b_ticket_sla\n\t\t\t\t\t", "Oracle" => "\n\tINSERT INTO b_ticket_timetable (ID, NAME, DESCRIPTION)\n\t\tSELECT SQ_b_ticket_timetable.nextval, NAME, ID \n\t\tFROM b_ticket_sla\n\t\t\t\t\t"), 1 => array("MySQL" => "\n\tUPDATE b_ticket_sla AS S\n\t\tINNER JOIN b_ticket_timetable AS T\n\t\t\tON (S.ID = cast(T.DESCRIPTION as UNSIGNED))\n\t\t\t\tAND T.DESCRIPTION IS NOT NULL\n\t\t\t\tAND S.TIMETABLE_ID IS NULL\n\tSET S.TIMETABLE_ID = T.ID\n\t\t\t\t\t", "MSSQL" => "\n\tUPDATE b_ticket_sla\n\tSET b_ticket_sla.TIMETABLE_ID = T.ID\n\tFROM\n\t\tb_ticket_sla\n\t\tINNER JOIN b_ticket_timetable AS T\n\t\t\tON (b_ticket_sla.ID = CAST(CAST(T.DESCRIPTION AS varchar) AS int))\n\t\t\t\tAND T.DESCRIPTION IS NOT NULL\n\t\t\t\tAND b_ticket_sla.TIMETABLE_ID IS NULL\n\t\t\t\t\t", "Oracle" => "\n\tUPDATE b_ticket_sla SET TIMETABLE_ID = (\n\t\tSELECT T.ID\n\t\tFROM b_ticket_timetable T\n\t\tWHERE\n\t\t\tb_ticket_sla.ID = CAST(CAST(T.DESCRIPTION as VARCHAR2(18 CHAR)) as int)\n\t\t\tAND T.DESCRIPTION IS NOT NULL\n\t\t)\n\tWHERE\n\t\tTIMETABLE_ID IS NULL\n\t\t\t\t\t"), 2 => array("MySQL" => "\n\tUPDATE b_ticket_sla_shedule AS SS\n\t\tINNER JOIN b_ticket_timetable AS T\n\t\t\tON (SS.SLA_ID = cast(T.DESCRIPTION as UNSIGNED)) \n\t\t\t\tAND T.DESCRIPTION IS NOT NULL\n\tSET SS.TIMETABLE_ID = T.ID\n\t\t\t\t\t", "MSSQL" => "\n\tUPDATE b_ticket_sla_shedule SET TIMETABLE_ID = (\n\t\tSELECT T.ID\n\t\tFROM \n\t\t\tb_ticket_timetable AS T\n\t\tWHERE\n\t\t\tb_ticket_sla_shedule.SLA_ID = CAST(CAST(T.DESCRIPTION AS varchar) AS int)\n\t\t\tAND T.DESCRIPTION IS NOT NULL\n\t\t)\n\t\t\t\t\t", "Oracle" => "\n\tUPDATE b_ticket_sla_shedule SET TIMETABLE_ID = (\n\t\tSELECT T.ID\n\t\tFROM \n\t\t\tb_ticket_timetable T\n\t\tWHERE\n\t\t\tb_ticket_sla_shedule.SLA_ID = CAST(CAST(T.DESCRIPTION as VARCHAR2(18 CHAR)) as int)\n\t\t\tAND T.DESCRIPTION IS NOT NULL\n\t\t)\n\t\t\t\t\t"), 3 => array("MySQL" => "\n\tUPDATE b_ticket_timetable\n\tSET DESCRIPTION = NULL\n\t\t\t\t\t", "MSSQL" => "\n\tUPDATE b_ticket_timetable\n\tSET DESCRIPTION = NULL\n\t\t\t\t\t", "Oracle" => "\n\tUPDATE b_ticket_timetable\n\tSET DESCRIPTION = NULL\n\t\t\t\t\t")), "b_ticket" => array(0 => array("MySQL" => "\n\tUPDATE {$strSql0}\n\tSET\n\tb_ticket.D_1_USER_M_AFTER_SUP_M = M.DATE_CREATE,\n\tb_ticket.ID_1_USER_M_AFTER_SUP_M = M.ID,\n\tb_ticket.LAST_MESSAGE_BY_SUPPORT_TEAM = 'N'\n\t\t\t\t\t", "MSSQL" => "\n\tUPDATE b_ticket\n\tSET\n\tb_ticket.D_1_USER_M_AFTER_SUP_M = M.DATE_CREATE,\n\tb_ticket.ID_1_USER_M_AFTER_SUP_M = M.ID,\n\tb_ticket.LAST_MESSAGE_BY_SUPPORT_TEAM = 'N'\n\tFROM {$strSql0}\n\t\t\t\t\t", "Oracle" => "\n\tUPDATE b_ticket T0\n\tSET (D_1_USER_M_AFTER_SUP_M, ID_1_USER_M_AFTER_SUP_M, LAST_MESSAGE_BY_SUPPORT_TEAM) = (\n\t\tSELECT\n\t\t\tM.DATE_CREATE,\n\t\t\tM.ID,\n\t\t\t'N'\n\t\tFROM " . str_replace(" AS ", " ", $strSql0) . "\n\t\tWHERE b_ticket.ID = T0.ID\n\t)\n\t\t\t\t\t")));
foreach ($updateQueries as $checkTables => $arT) {
$arCT = explode(",", $checkTables);
$skipU = false;
foreach ($arCT as $n => $t) {
if (!$DB->TableExists($t)) {
$skipU = true;
}
}
if (!$skipU) {
foreach ($arT as $n1 => $arQ) {
$arQuery = $DB->ParseSQLBatch(str_replace("\r", "", $arQ[$dbType]));
foreach ($arQuery as $i => $sql) {
$res = $DB->Query($sql, true);
if (!$res) {
return false;
}
}
}
}
}
return true;
}
function RecalculateLastMessageDeadline($RSD = true)
{
global $DB, $DBType;
$err_mess = (self::err_mess())."<br>Function: RecalculateLastMessage<br>Line: ";
$DB->StartUsingMasterOnly();
$strSql = "SELECT count(*) C FROM b_ticket";
$rs = $DB->Query($strSql, false, $err_mess.__LINE__);
$resC = $rs->Fetch();
if(!is_array($resC))
{
return true;
}
if(!isset($resC["C"]) || $resC["C"] == 0)
{
return true;
}
$strUsers = implode(",", CTicket::GetSupportTeamAndAdminUsers());
$strSql0 = "
b_ticket
INNER JOIN (
SELECT
T.ID TID,
M.DATE_CREATE DATE_CREATE,
M.ID ID,
" . CTicket::isnull("Q.LMBS", "'Y'") . " LMBS
FROM
b_ticket as T
LEFT JOIN (
SELECT
TM.TICKET_ID ID,
MIN(TM.ID) M_ID,
'N' LMBS
FROM
b_ticket_message TM
INNER JOIN (
SELECT
T.ID ID,
MAX(" . CTicket::isnull("TM.ID", "0") . ") M_ID
FROM
b_ticket T
LEFT JOIN b_ticket_message TM
ON T.ID = TM.TICKET_ID
AND (NOT(TM.IS_LOG='Y'))
AND (NOT(TM.IS_HIDDEN='Y'))
AND (NOT(TM.NOT_CHANGE_STATUS='Y'))
AND TM.OWNER_USER_ID IN ($strUsers)
WHERE
T.DATE_CLOSE IS NULL
GROUP BY
T.ID
) AS Q
ON TM.TICKET_ID = Q.ID
AND TM.ID > Q.M_ID
AND (NOT(TM.IS_LOG='Y'))
AND (NOT(TM.IS_HIDDEN='Y'))
AND (NOT(TM.NOT_CHANGE_STATUS='Y'))
GROUP BY
TM.TICKET_ID
) AS Q
ON T.ID = Q.ID
LEFT JOIN b_ticket_message AS M
ON Q.M_ID = M.ID
WHERE
T.DATE_CLOSE IS NULL
) AS M
ON b_ticket.ID = M.TID
";
$arS = array(
"MySQL" => "
UPDATE $strSql0
SET
b_ticket.D_1_USER_M_AFTER_SUP_M = M.DATE_CREATE,
b_ticket.ID_1_USER_M_AFTER_SUP_M = M.ID,
b_ticket.LAST_MESSAGE_BY_SUPPORT_TEAM = M.LMBS
",
"MSSQL" => "
UPDATE b_ticket
SET
b_ticket.D_1_USER_M_AFTER_SUP_M = M.DATE_CREATE,
b_ticket.ID_1_USER_M_AFTER_SUP_M = M.ID,
b_ticket.LAST_MESSAGE_BY_SUPPORT_TEAM = M.LMBS
FROM $strSql0
",
"Oracle" => "
UPDATE b_ticket T0
SET (D_1_USER_M_AFTER_SUP_M, ID_1_USER_M_AFTER_SUP_M, LAST_MESSAGE_BY_SUPPORT_TEAM) = (
SELECT
M.DATE_CREATE,
M.ID,
M.LMBS
FROM ".str_replace(" AS ", " ", $strSql0)."
WHERE b_ticket.ID = T0.ID
)
",
);
$res = $DB->Query($arS[$DBType], true);
$res = $DB->Query("UPDATE b_ticket SET SUPPORT_DEADLINE = null, SUPPORT_DEADLINE_NOTIFY = null WHERE LAST_MESSAGE_BY_SUPPORT_TEAM = 'Y'", true);
if($RSD)
{
self::RecalculateSupportDeadline();
}
$DB->StopUsingMasterOnly();
}
function UpdateLastParams2($ticketID, $dateType)
{
global $DB;
$strUsers = implode(",", CTicket::GetSupportTeamAndAdminUsers());
$err_mess = CAllTicket::err_mess() . "<br>Function: UpdateLastParams2<br>Line: ";
$arFields = array();
$arFields["D_1_USER_M_AFTER_SUP_M"] = "null";
$arFields["ID_1_USER_M_AFTER_SUP_M"] = "null";
$arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] = "'Y'";
$arFields["SUPPORT_DEADLINE_NOTIFY"] = "null";
$arFields["SUPPORT_DEADLINE"] = "null";
$arFields["IS_OVERDUE"] = "'N'";
$arFields["IS_NOTIFIED"] = "'N'";
// Get last support response
$M_ID = 0;
$strSql = "\n\t\t\tSELECT\n\t\t\t\tT.ID ID,\n\t\t\t\tMAX(TM.ID) M_ID\n\t\t\tFROM\n\t\t\t\tb_ticket T\n\t\t\t\tINNER JOIN b_ticket_message TM\n\t\t\t\t\tON T.ID = TM.TICKET_ID\n\t\t\t\t\t\tAND T.ID = {$ticketID}\n\t\t\t\t\t\tAND (TM.IS_LOG='N' OR TM.IS_LOG IS NULL OR " . $DB->Length("TM.IS_LOG") . " <= 0)\n\t\t\t\t\t\tAND TM.OWNER_USER_ID IN({$strUsers})\n\t\t\t\t\n\t\t\tGROUP BY\n\t\t\t\tT.ID";
$rs = $DB->Query($strSql, false, $err_mess . __LINE__);
if ($arrRs = $rs->Fetch()) {
if (intval($arrRs["M_ID"]) > 0) {
$M_ID = intval($arrRs["M_ID"]);
}
}
// Get first user request after last support response
$strSql = "\n\t\t\tSELECT\n\t\t\t\tT.SLA_ID,\n\t\t\t\tT.DATE_CLOSE,\n\t\t\t\tSLA.RESPONSE_TIME_UNIT,\n\t\t\t\tSLA.RESPONSE_TIME,\n\t\t\t\tSLA.NOTICE_TIME_UNIT,\n\t\t\t\tSLA.NOTICE_TIME,\n\t\t\t\tPZ2.M_ID,\n\t\t\t\tPZ2.D_1_USER_M_AFTER_SUP_M,\n\t\t\t\t" . $DB->DateToCharFunction("T.D_1_USER_M_AFTER_SUP_M", "FULL") . " DATE_OLD\n\t\t\tFROM\n\t\t\t\tb_ticket T\n\t\t\t\tINNER JOIN b_ticket_sla SLA\n\t\t\t\t\tON T.SLA_ID = SLA.ID\n\t\t\t\t\t\tAND T.ID = {$ticketID}\n\t\t\t\tLEFT JOIN (SELECT\n\t\t\t\t\tTM.ID M_ID,\n\t\t\t\t\tTM.TICKET_ID,\n\t\t\t\t\t" . $DB->DateToCharFunction("TM.DATE_CREATE", "FULL") . " D_1_USER_M_AFTER_SUP_M\n\t\t\t\tFROM\n\t\t\t\t\tb_ticket_message TM\n\t\t\t\t\tINNER JOIN (SELECT\n\t\t\t\t\t\t\tT.ID ID,\n\t\t\t\t\t\t\tMIN(TM.ID) M_ID\n\t\t\t\t\t\tFROM\n\t\t\t\t\t\t\tb_ticket T\n\t\t\t\t\t\t\tINNER JOIN b_ticket_message TM\n\t\t\t\t\t\t\t\tON T.ID = TM.TICKET_ID\n\t\t\t\t\t\t\t\tAND T.ID = {$ticketID}\n\t\t\t\t\t\t\t\tAND (NOT(TM.IS_LOG='Y'))\n\t\t\t\t\t\t\t\tAND TM.ID > {$M_ID}\n\t\t\t\t\t\t\t\n\t\t\t\t\t\tGROUP BY\n\t\t\t\t\t\t\tT.ID) PZ\n\t\t\t\t\t\tON TM.ID = PZ.M_ID) PZ2\n\t\t\t\t\t\tON T.ID = PZ2.TICKET_ID\n\t\t\t\t\t\t\n\t\t";
//AND (NOT(TM.IS_HIDDEN='Y'))
$rs = $DB->Query($strSql, false, $err_mess . __LINE__);
if (!($arrRs = $rs->Fetch())) {
return;
}
if (intval($arrRs["M_ID"]) > 0) {
$arFields["D_1_USER_M_AFTER_SUP_M"] = $DB->CharToDateFunction($arrRs["D_1_USER_M_AFTER_SUP_M"]);
$arFields["ID_1_USER_M_AFTER_SUP_M"] = intval($arrRs["M_ID"]);
$arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] = "'N'";
}
if (intval($arrRs["DATE_CLOSE"]) <= 0 && $arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] == "'N'") {
$arrRs["ID"] = $ticketID;
CTicketReminder::RecalculateSupportDeadlineForOneTicket($arrRs, $arFields, $dateType);
} else {
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
}
}
