function Update()
{
if (CSupportUpdate::CurrentVersionLowerThanUpdateVersion()) {
$dbType = CSupportUpdate::GetBD();
$res = self::AlterTables($dbType);
if (!$res) {
return false;
}
$res = self::SeparateSLAandTimeTable($dbType);
if (!$res) {
return false;
}
CSupportTimetableCache::toCache();
CTicketReminder::RecalculateSupportDeadline();
CTicketReminder::StartAgent();
CSupportUpdate::ChangeCurrentVersion();
self::SetHotKeys();
}
}
function Set($arFields, $arFieldsShedule)
{
global $DB, $APPLICATION;
$err_mess = self::err_mess() . "<br>Function: Set<br>Line: ";
$isDemo = null;
$isSupportClient = null;
$isSupportTeam = null;
$isAdmin = null;
$isAccess = null;
$userID = null;
CTicket::GetRoles($isDemo, $isSupportClient, $isSupportTeam, $isAdmin, $isAccess, $userID);
if (!$isAdmin) {
$arMsg = array();
$arMsg[] = array("id" => "PERMISSION", "text" => GetMessage("SUP_ERROR_ACCESS_DENIED"));
$e = new CAdminException($arMsg);
$APPLICATION->ThrowException($e);
return false;
}
if (is_array($arFields)) {
$f = new CSupportTableFields(self::$fieldsTypes);
$f->FromArray($arFields);
} else {
$f = $arFields;
}
if (is_array($arFieldsShedule)) {
$f_s = new CSupportTableFields(self::$fieldsTypesShedule, CSupportTableFields::C_Table);
$f_s->FromTable($arFieldsShedule);
} else {
$f_s = $arFieldsShedule;
}
$table = self::TABLE;
$table_shedule = self::TABLE_SHEDULE;
$id = $f->ID;
$isNew = $f->ID <= 0;
if (strlen($f->NAME) <= 0) {
$APPLICATION->ThrowException(GetMessage('SUP_ERROR_EMPTY_NAME'));
return false;
}
$arFields_i = $f->ToArray(CSupportTableFields::ALL, array(CSupportTableFields::NOT_NULL, CSupportTableFields::NOT_DEFAULT), true);
$res = 0;
if (count($arFields_i) > 0) {
if ($isNew) {
$res = $DB->Insert($table, $arFields_i, $err_mess . __LINE__);
} else {
$res = $DB->Update($table, $arFields_i, "WHERE ID=" . $id . "", $err_mess . __LINE__);
}
}
if (intval($res) <= 0) {
$APPLICATION->ThrowException(GetMessage('SUP_ERROR_DB_ERROR'));
return false;
}
if ($isNew) {
$id = $res;
}
$DB->Query("DELETE FROM {$table_shedule} WHERE TIMETABLE_ID = {$id}", false, $err_mess . __LINE__);
$noWrite = array();
$f_s->ResetNext();
while ($f_s->Next()) {
$f_s->TIMETABLE_ID = $id;
if (isset($noWrite[$f_s->WEEKDAY_NUMBER]) && ($noWrite[$f_s->WEEKDAY_NUMBER] != "CUSTOM" || $f_s->OPEN_TIME != "CUSTOM")) {
continue;
}
if ($f_s->OPEN_TIME == "CUSTOM" && $f_s->MINUTE_FROM <= 0 && $f_s->MINUTE_TILL <= 0) {
continue;
}
$DB->Insert($table_shedule, $f_s->ToArray(CSupportTableFields::ALL, array(CSupportTableFields::NOT_NULL), true), $err_mess . __LINE__);
$noWrite[$f_s->WEEKDAY_NUMBER] = $f_s->OPEN_TIME;
}
for ($i = 0; $i <= 6; $i++) {
$a = array("SLA_ID" => 0, "TIMETABLE_ID" => intval($id), "WEEKDAY_NUMBER" => intval($i), "OPEN_TIME" => "'CLOSED'", "MINUTE_FROM" => null, "MINUTE_TILL" => null);
if (!isset($noWrite[$i])) {
$DB->Insert($table_shedule, $a, $err_mess . __LINE__);
}
}
// recalculate only affected sla
$affected_sla = array();
$res = $DB->Query("SELECT ID FROM b_ticket_sla WHERE TIMETABLE_ID = {$id}");
while ($row = $res->Fetch()) {
$affected_sla[] = $row['ID'];
}
CSupportTimetableCache::toCache(array('SLA_ID' => $affected_sla));
return $id;
}
public static function Set($arFields, $id, $checkRights = true)
{
$err_mess = CAllTicketSLA::err_mess() . "<br>Function: Set<br>Line: ";
global $DB, $USER, $APPLICATION;
$id = intval($id);
$table = "b_ticket_sla";
$isDemo = $isSupportClient = $isSupportTeam = $isAdmin = $isAccess = $userID = null;
CTicket::GetRoles($isDemo, $isSupportClient, $isSupportTeam, $isAdmin, $isAccess, $userID, $checkRights);
if ($isAdmin) {
$validDeadlineSource = !isset($arFields['DEADLINE_SOURCE']) || in_array($arFields['DEADLINE_SOURCE'], array('', 'DATE_CREATE'), true);
if (CTicket::CheckFields($arFields, $id, array("NAME", "TIMETABLE_ID")) && $validDeadlineSource) {
$arFields_i = CTicket::PrepareFields($arFields, $table, $id);
if (intval($id) > 0) {
$DB->Update($table, $arFields_i, "WHERE ID=" . intval($id), $err_mess . __LINE__);
} else {
$id = $DB->Insert($table, $arFields_i, $err_mess . __LINE__);
}
if (intval($id) > 0) {
if (is_set($arFields, "arGROUPS")) {
$DB->Query("DELETE FROM b_ticket_sla_2_user_group WHERE SLA_ID = {$id}", false, $err_mess . __LINE__);
if (is_array($arFields["arGROUPS"]) && count($arFields["arGROUPS"]) > 0) {
foreach ($arFields["arGROUPS"] as $groupID) {
$groupID = intval($groupID);
if ($groupID > 0) {
$strSql = "INSERT INTO b_ticket_sla_2_user_group (SLA_ID, GROUP_ID) VALUES ({$id}, {$groupID})";
$DB->Query($strSql, false, $err_mess . __LINE__);
}
}
}
}
if (is_set($arFields, "arSITES")) {
$DB->Query("DELETE FROM b_ticket_sla_2_site WHERE SLA_ID = {$id}", false, $err_mess . __LINE__);
if (is_array($arFields["arSITES"]) && count($arFields["arSITES"]) > 0) {
foreach ($arFields["arSITES"] as $siteID) {
//if (strlen($FIRST_SITE_ID)<=0) $FIRST_SITE_ID = $siteID;
$FIRST_SITE_ID = $siteID;
$siteID = $DB->ForSql($siteID);
$strSql = "INSERT INTO b_ticket_sla_2_site (SLA_ID, SITE_ID) VALUES ({$id}, '{$siteID}')";
$DB->Query($strSql, false, $err_mess . __LINE__);
}
}
}
if (is_set($arFields, "arCATEGORIES")) {
$DB->Query("DELETE FROM b_ticket_sla_2_category WHERE SLA_ID = {$id}", false, $err_mess . __LINE__);
if (is_array($arFields["arCATEGORIES"]) && count($arFields["arCATEGORIES"]) > 0) {
foreach ($arFields["arCATEGORIES"] as $categoryID) {
$categoryID = intval($categoryID);
$strSql = "INSERT INTO b_ticket_sla_2_category (SLA_ID, CATEGORY_ID) VALUES ({$id}, {$categoryID})";
$DB->Query($strSql, false, $err_mess . __LINE__);
}
}
}
if (is_set($arFields, "arCRITICALITIES")) {
$DB->Query("DELETE FROM b_ticket_sla_2_criticality WHERE SLA_ID = {$id}", false, $err_mess . __LINE__);
if (is_array($arFields["arCRITICALITIES"]) && count($arFields["arCRITICALITIES"]) > 0) {
foreach ($arFields["arCRITICALITIES"] as $criticalityID) {
$criticalityID = intval($criticalityID);
$strSql = "INSERT INTO b_ticket_sla_2_criticality (SLA_ID, CRITICALITY_ID) VALUES ({$id}, {$criticalityID})";
$DB->Query($strSql, false, $err_mess . __LINE__);
}
}
}
if (is_set($arFields, "arMARKS")) {
$DB->Query("DELETE FROM b_ticket_sla_2_mark WHERE SLA_ID = {$id}", false, $err_mess . __LINE__);
if (is_array($arFields["arMARKS"]) && count($arFields["arMARKS"]) > 0) {
foreach ($arFields["arMARKS"] as $markID) {
$markID = intval($markID);
$strSql = "INSERT INTO b_ticket_sla_2_mark (SLA_ID, MARK_ID) VALUES ({$id}, {$markID})";
$DB->Query($strSql, false, $err_mess . __LINE__);
}
}
}
/*
if (is_set($arFields, "arSHEDULE"))
{
$DB->Query("DELETE FROM b_ticket_sla_shedule WHERE SLA_ID = $id", false, $err_mess.__LINE__);
if (is_array($arFields["arSHEDULE"]) && count($arFields["arSHEDULE"])>0)
{
while(list($weekday, $arSHEDULE) = each($arFields["arSHEDULE"]))
{
$arF = array(
"SLA_ID" => $id,
"WEEKDAY_NUMBER" => intval($weekday),
"OPEN_TIME" => "'".$DB->ForSql($arSHEDULE["OPEN_TIME"], 10)."'",
);
if ($arSHEDULE["OPEN_TIME"]=="CUSTOM" && is_array($arSHEDULE["CUSTOM_TIME"]) && count($arSHEDULE["CUSTOM_TIME"])>0)
{
foreach($arSHEDULE["CUSTOM_TIME"] as $ar)
{
if (strlen(trim($ar["MINUTE_FROM"]))>0 || strlen(trim($ar["MINUTE_TILL"]))>0)
{
$minute_from = strlen($ar["MINUTE_FROM"])>0 ? $ar["MINUTE_FROM"] : "00:00";
$a = explode(":",$minute_from);
$minute_from = intval($a[0]*60 + $a[1]);
$arF["MINUTE_FROM"] = $minute_from;
$minute_till = strlen($ar["MINUTE_TILL"])>0 ? $ar["MINUTE_TILL"] : "23:59";
$a = explode(":",$minute_till);
$minute_till = intval($a[0]*60 + $a[1]);
$arF["MINUTE_TILL"] = $minute_till;
$DB->Insert("b_ticket_sla_shedule", $arF, $err_mess.__LINE__);
}
}
}
else $DB->Insert("b_ticket_sla_shedule", $arF, $err_mess.__LINE__);
}
}
}
*/
$FIRST_SITE_ID = strlen($FIRST_SITE_ID) > 0 ? "'" . $DB->ForSql($FIRST_SITE_ID) . "'" : "null";
$DB->Update($table, array("FIRST_SITE_ID" => $FIRST_SITE_ID), "WHERE ID=" . intval($id), $err_mess . __LINE__);
}
}
} else {
//$APPLICATION->ThrowException(GetMessage("SUP_ERROR_ACCESS_DENIED"));
$arMsg = array();
$arMsg[] = array("id" => "PERMISSION", "text" => GetMessage("SUP_ERROR_ACCESS_DENIED"));
$e = new CAdminException($arMsg);
$APPLICATION->ThrowException($e);
}
CSupportTimetableCache::toCache(array("SLA_ID" => $id));
return $id;
}
function Delete($id, $checkRights = true)
{
$err_mess = self::err_mess() . "<br>Function: Delete<br>Line: ";
global $DB, $USER, $APPLICATION;
$id = intval($id);
$table = self::TABLE;
$tableShedule = self::TABLE_SHEDULE;
if ($id <= 0) {
return false;
}
$isDemo = null;
$isSupportClient = null;
$isSupportTeam = null;
$isAdmin = null;
$isAccess = null;
$userID = null;
CTicket::GetRoles($isDemo, $isSupportClient, $isSupportTeam, $isAdmin, $isAccess, $userID, $checkRights);
if (!$isAdmin) {
$arMsg = array();
$arMsg[] = array("id" => "PERMISSION", "text" => GetMessage("SUP_ERROR_ACCESS_DENIED"));
$e = new CAdminException($arMsg);
$APPLICATION->ThrowException($e);
return false;
}
$strSql = "SELECT DISTINCT 'x' FROM b_ticket WHERE SLA_ID = {$id}";
$rs = $DB->Query($strSql, false, $err_mess . __LINE__);
if (!$rs->Fetch()) {
$DB->Query("DELETE FROM {$table} WHERE ID = {$id}", false, $err_mess . __LINE__);
$DB->Query("DELETE FROM {$tableShedule} WHERE TIMETABLE_ID = {$id}", false, $err_mess . __LINE__);
CSupportTimetableCache::toCache();
return true;
} else {
$APPLICATION->ThrowException(str_replace("#ID#", "{$id}", GetMessage("SUP_ERROR_TIMETABLE_HAS_SLA")));
}
return false;
}
function Delete($id, $checkRights = true)
{
$err_mess = CAllTicketSLA::err_mess() . "<br>Function: Delete<br>Line: ";
global $DB, $USER, $APPLICATION;
$id = intval($id);
if ($id < 1) {
return false;
}
if ($id == 1) {
$APPLICATION->ThrowException(GetMessage("SUP_ERROR_SLA_1"));
return false;
}
CTicket::GetRoles($isDemo, $isSupportClient, $isSupportTeam, $isAdmin, $isAccess, $userID, $checkRights);
if ($isAdmin) {
$strSql = "SELECT DISTINCT 'x' FROM b_ticket WHERE SLA_ID = {$id}";
$rs = $DB->Query($strSql, false, $err_mess . __LINE__);
if (!$rs->Fetch()) {
$DB->Query("DELETE FROM b_ticket_sla_2_site WHERE SLA_ID = {$id}", false, $err_mess . __LINE__);
$DB->Query("DELETE FROM b_ticket_sla_2_category WHERE SLA_ID = {$id}", false, $err_mess . __LINE__);
$DB->Query("DELETE FROM b_ticket_sla_2_criticality WHERE SLA_ID = {$id}", false, $err_mess . __LINE__);
$DB->Query("DELETE FROM b_ticket_sla_2_mark WHERE SLA_ID = {$id}", false, $err_mess . __LINE__);
$DB->Query("DELETE FROM b_ticket_sla_2_user_group WHERE SLA_ID = {$id}", false, $err_mess . __LINE__);
//$DB->Query("DELETE FROM b_ticket_sla_shedule WHERE SLA_ID = $id", false, $err_mess.__LINE__);
$DB->Query("DELETE FROM b_ticket_sla_2_holidays WHERE SLA_ID = {$id}", false, $err_mess . __LINE__);
$DB->Query("DELETE FROM b_ticket_sla WHERE ID = {$id}", false, $err_mess . __LINE__);
CSupportTimetableCache::toCache();
return true;
} else {
$APPLICATION->ThrowException(str_replace("#ID#", "{$id}", GetMessage("SUP_ERROR_SLA_HAS_TICKET")));
}
} else {
$APPLICATION->ThrowException(GetMessage("SUP_ERROR_ACCESS_DENIED"));
}
return false;
}
function RecalculateSupportDeadlineForOneTicket($arTicket, $arFields = array(), $dateType = array("EVENT"=>array(CTicket::IGNORE)))
{
global $DB;
$err_mess = (CAllTicketReminder::err_mess())."<br>Function: RecalculateSupportDeadlineForOneTicket<br>Line: ";
$currDateTS = time() + CTimeZone::GetOffset();
$ts2010 = mktime(0, 0, 0, 1, 1, 2010);
$supportDeadlineNotify = 0;
$ticketID = intval($arTicket["ID"]);
$slaID = intval($arTicket["SLA_ID"]);
$periodMin = self::ConvertResponseTimeUnit($arTicket["RESPONSE_TIME"], $arTicket["RESPONSE_TIME_UNIT"]);
$periodNMin = 0;
if($ticketID <= 0 || $slaID <= 0 || $periodMin <= 0 || intval($arTicket["D_1_USER_M_AFTER_SUP_M"]) <= 0)
{
if($ticketID > 0 && count($arFields) > 0)
{
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
}
return;
}
$periodNMinMinus = self::ConvertResponseTimeUnit($arTicket["NOTICE_TIME"], $arTicket["NOTICE_TIME_UNIT"]);
if($periodNMinMinus > 0 && $periodNMinMinus < $periodMin)
{
$periodNMin = $periodMin - $periodNMinMinus;
}
$newDate1UserMessAfterSupMessTS = MakeTimeStamp($arTicket["D_1_USER_M_AFTER_SUP_M"]);
$deadlineSourceDate = MakeTimeStamp($arTicket["DEADLINE_SOURCE_DATE"]);
if($deadlineSourceDate <= $ts2010)
{
if($newDate1UserMessAfterSupMessTS <= $ts2010)
{
$deadlineSourceDate = $currDateTS;
}
else
{
$deadlineSourceDate = $newDate1UserMessAfterSupMessTS;
}
$arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime($deadlineSourceDate,"FULL"));
}
$oldPeriodMin = null;
if(isset($dateType["EVENT"]) && in_array(CTicket::UPDATE, $dateType["EVENT"]))
{
if(isset($dateType["OLD_SLA_RESPONSE_TIME"]) && isset($dateType["OLD_SLA_RESPONSE_TIME_UNIT"]))
{
$oldPeriodMin = self::ConvertResponseTimeUnit($dateType["OLD_SLA_RESPONSE_TIME"], $dateType["OLD_SLA_RESPONSE_TIME_UNIT"]);
}
if(
in_array(CTicket::REOPEN, $dateType["EVENT"]) ||
(
in_array(CTicket::NEW_SLA, $dateType["EVENT"]) &&
($arTicket["IS_OVERDUE"] != "Y") &&
($oldPeriodMin != null) &&
($oldPeriodMin > $periodMin)
)
)
{
$deadlineSourceDate = $currDateTS;
$arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime($deadlineSourceDate,"FULL"));
}
elseif(($arTicket["IS_OVERDUE"] != "Y") && ($newDate1UserMessAfterSupMessTS > $deadlineSourceDate))
{
$deadlineSourceDate = $newDate1UserMessAfterSupMessTS;
$arFields["DEADLINE_SOURCE_DATE"] = $arFields["D_1_USER_M_AFTER_SUP_M"];
}
}
$supportDeadlineTS = CSupportTimetableCache::getEndDate($slaID, $periodMin, GetTime($deadlineSourceDate,"FULL"));
$arFields["SUPPORT_DEADLINE"] = $DB->CharToDateFunction(GetTime($supportDeadlineTS, "FULL"));
$arFields["IS_OVERDUE"] = (($supportDeadlineTS <= $currDateTS) ? "'Y'" : "'N'");
if($periodNMin > 0)
{
$supportDeadlineNotifyTS = CSupportTimetableCache::getEndDate($slaID, $periodNMin, GetTime($deadlineSourceDate,"FULL"));
$arFields["SUPPORT_DEADLINE_NOTIFY"] = $DB->CharToDateFunction(GetTime($supportDeadlineNotifyTS, "FULL"));
$arFields["IS_NOTIFIED"] = (($supportDeadlineNotifyTS <= $currDateTS) ? "'Y'" : "'N'");
}
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
}
public static function RecalculateSupportDeadlineForOneTicket($arTicket, $arFields = array(), $dateType = array("EVENT" => array(CTicket::IGNORE)))
{
global $DB;
$err_mess = CAllTicketReminder::err_mess() . "<br>Function: RecalculateSupportDeadlineForOneTicket<br>Line: ";
$currDateTS = time() + CTimeZone::GetOffset();
$ts2010 = mktime(0, 0, 0, 1, 1, 2010);
$supportDeadlineNotify = 0;
$ticketID = intval($arTicket["ID"]);
$slaID = intval($arTicket["SLA_ID"]);
$periodMin = self::ConvertResponseTimeUnit($arTicket["RESPONSE_TIME"], $arTicket["RESPONSE_TIME_UNIT"]);
$periodNMin = 0;
if ($ticketID <= 0 || $slaID <= 0 || $periodMin <= 0 || intval($arTicket["D_1_USER_M_AFTER_SUP_M"]) <= 0) {
if ($ticketID > 0 && count($arFields) > 0) {
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
}
return;
}
$periodNMinMinus = self::ConvertResponseTimeUnit($arTicket["NOTICE_TIME"], $arTicket["NOTICE_TIME_UNIT"]);
if ($periodNMinMinus > 0 && $periodNMinMinus < $periodMin) {
$periodNMin = $periodMin - $periodNMinMinus;
}
$newDate1UserMessAfterSupMessTS = MakeTimeStamp($arTicket["D_1_USER_M_AFTER_SUP_M"]);
$deadlineSourceDate = MakeTimeStamp($arTicket["DEADLINE_SOURCE_DATE"]);
if ($deadlineSourceDate <= $ts2010) {
if ($newDate1UserMessAfterSupMessTS <= $ts2010) {
$deadlineSourceDate = $currDateTS;
} else {
$deadlineSourceDate = $newDate1UserMessAfterSupMessTS;
}
$arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime($deadlineSourceDate, "FULL"));
}
$oldPeriodMin = null;
if (isset($dateType["EVENT"]) && in_array(CTicket::UPDATE, $dateType["EVENT"])) {
if (isset($dateType["OLD_SLA_RESPONSE_TIME"]) && isset($dateType["OLD_SLA_RESPONSE_TIME_UNIT"])) {
$oldPeriodMin = self::ConvertResponseTimeUnit($dateType["OLD_SLA_RESPONSE_TIME"], $dateType["OLD_SLA_RESPONSE_TIME_UNIT"]);
}
if (in_array(CTicket::REOPEN, $dateType["EVENT"]) || in_array(CTicket::NEW_SLA, $dateType["EVENT"]) && $arTicket["IS_OVERDUE"] != "Y" && $oldPeriodMin != null && $oldPeriodMin > $periodMin) {
$deadlineSourceDate = $currDateTS;
$arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime($deadlineSourceDate, "FULL"));
} elseif ($arTicket["IS_OVERDUE"] != "Y" && $newDate1UserMessAfterSupMessTS > $deadlineSourceDate) {
$sla = CTicketSLA::getById($slaID)->Fetch();
if (empty($sla['DEADLINE_SOURCE'])) {
// default deadline calculation
// date of first client message after support message
$deadlineSourceDate = $newDate1UserMessAfterSupMessTS;
$arFields["DEADLINE_SOURCE_DATE"] = $arFields["D_1_USER_M_AFTER_SUP_M"];
}
}
}
$supportDeadlineTS = CSupportTimetableCache::getEndDate($slaID, $periodMin, GetTime($deadlineSourceDate, "FULL"));
$arFields["SUPPORT_DEADLINE"] = $DB->CharToDateFunction(GetTime($supportDeadlineTS, "FULL"));
$arFields["IS_OVERDUE"] = $supportDeadlineTS <= $currDateTS ? "'Y'" : "'N'";
// exec event and confirm if overdue
if ($arTicket['IS_OVERDUE'] == "N" && $arFields['IS_OVERDUE'] == "'Y'") {
$rs = GetModuleEvents('support', 'OnBeforeTicketExpire');
while ($arr = $rs->Fetch()) {
$arFields = ExecuteModuleEventEx($arr, array($ticketID, $arFields));
if (!$arFields) {
return false;
}
}
}
if ($periodNMin > 0) {
$supportDeadlineNotifyTS = CSupportTimetableCache::getEndDate($slaID, $periodNMin, GetTime($deadlineSourceDate, "FULL"));
$arFields["SUPPORT_DEADLINE_NOTIFY"] = $DB->CharToDateFunction(GetTime($supportDeadlineNotifyTS, "FULL"));
$arFields["IS_NOTIFIED"] = $supportDeadlineNotifyTS <= $currDateTS ? "'Y'" : "'N'";
// exec event and confirm if set notified
if ($arTicket['IS_NOTIFIED'] == "N" && $arFields['IS_NOTIFIED'] == "'Y'") {
$rs = GetModuleEvents('support', 'OnBeforeTicketNotify');
while ($arr = $rs->Fetch()) {
$arFields = ExecuteModuleEventEx($arr, array($ticketID, $arFields));
if (!$arFields) {
return false;
}
}
}
}
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
}
function RecalculateSupportDeadlineForOneTicket($arTicket, $arFields = array(), $dateType = CTicket::IGNORE)
{
global $DB;
$err_mess = CAllTicketReminder::err_mess() . "<br>Function: RecalculateSupportDeadlineForOneTicket<br>Line: ";
$currDateTS = time() + CTimeZone::GetOffset();
$supportDeadlineNotify = 0;
$ticketID = intval($arTicket["ID"]);
$slaID = intval($arTicket["SLA_ID"]);
$periodMin = self::ConvertResponseTimeUnit($arTicket["RESPONSE_TIME"], $arTicket["RESPONSE_TIME_UNIT"]);
$periodNMin = 0;
if ($ticketID <= 0 || $slaID <= 0 || $periodMin <= 0 || intval($arTicket["D_1_USER_M_AFTER_SUP_M"]) <= 0) {
if ($ticketID > 0 && count($arFields) > 0) {
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
}
return;
}
$periodNMinMinus = self::ConvertResponseTimeUnit($arTicket["NOTICE_TIME"], $arTicket["NOTICE_TIME_UNIT"]);
if ($periodNMinMinus > 0 && $periodNMinMinus < $periodMin) {
$periodNMin = $periodMin - $periodNMinMinus;
}
$newDateTS = MakeTimeStamp($arTicket["D_1_USER_M_AFTER_SUP_M"]);
if ($dateType == CTicket::CURRENT_DATE) {
$arTicket["D_1_USER_M_AFTER_SUP_M"] = GetTime($currDateTS - $periodNMin * 60, "FULL");
$arFields["D_1_USER_M_AFTER_SUP_M"] = $DB->CharToDateFunction($arTicket["D_1_USER_M_AFTER_SUP_M"]);
} elseif ($dateType == CTicket::ADD) {
$oldDateTS = MakeTimeStamp($arTicket["DATE_OLD"]);
if ($oldDateTS > $newDateTS) {
$arTicket["D_1_USER_M_AFTER_SUP_M"] = $arTicket["DATE_OLD"];
$arFields["D_1_USER_M_AFTER_SUP_M"] = $DB->CharToDateFunction($arTicket["D_1_USER_M_AFTER_SUP_M"]);
}
}
$supportDeadlineTS = CSupportTimetableCache::getEndDate($slaID, $periodMin, $arTicket["D_1_USER_M_AFTER_SUP_M"]);
$arFields["SUPPORT_DEADLINE"] = $DB->CharToDateFunction(GetTime($supportDeadlineTS, "FULL"));
$arFields["IS_OVERDUE"] = $supportDeadlineTS <= $currDateTS ? "'Y'" : "'N'";
if ($periodNMin > 0) {
$supportDeadlineNotifyTS = CSupportTimetableCache::getEndDate($slaID, $periodNMin, $arTicket["D_1_USER_M_AFTER_SUP_M"]);
$arFields["SUPPORT_DEADLINE_NOTIFY"] = $DB->CharToDateFunction(GetTime($supportDeadlineNotifyTS, "FULL"));
$arFields["IS_NOTIFIED"] = $supportDeadlineNotifyTS <= $currDateTS ? "'Y'" : "'N'";
}
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
}
public static function ToCache($arFilter = array(), $RSD = true, $arFromGetEndDate = null)
{
/*
$arFilter(
SLA => array()
)
*/
global $DB;
$currD = time();
$uniq = "";
$dbType = strtolower($DB->type);
if ($dbType === "mysql") {
$DB->StartUsingMasterOnly();
$uniq = COption::GetOptionString("main", "server_uniq_id", "");
if (strlen($uniq) <= 0) {
$uniq = md5(uniqid(rand(), true));
COption::SetOptionString("main", "server_uniq_id", $uniq);
}
$db_lock = $DB->Query("SELECT GET_LOCK('" . $uniq . "_supportToCache', 0) as L");
$ar_lock = $db_lock->Fetch();
if ($ar_lock["L"] !== "1") {
return;
}
//Перед пересчетом проверить в центральной базе что данных действительно нет, на случй здержки передачм данных в дочернюю базу(только для MYSQL)
if (is_array($arFromGetEndDate)) {
$res = self::getEndDate($arFromGetEndDate["SLA"], $arFromGetEndDate["PERIOD_MIN"], $arFromGetEndDate["DATE_FROM"], true);
if ($res !== null) {
return $res;
}
}
}
$err_mess = self::err_mess() . "<br>Function: toCache<br>Line: ";
$timetable_cache = self::TIMETABLE_CACHE;
$ndF = self::GetNumberOfDaysForward();
$ndB = self::GetNumberOfDaysBackward();
$dateF = self::GetDayBegin($currD - $ndB * 24 * 60 * 60);
$dateT = self::GetDayEnd($currD + $ndF * 24 * 60 * 60);
self::$arrS = self::GetShedule($arFilter);
if (count(self::$arrS) <= 0) {
return null;
}
self::$arrH = self::GetHolidays($dateF - 24 * 60 * 60, $dateT + 24 * 60 * 60, self::$arrS, $arFilter);
$arrSLA = array_keys(self::$arrS);
$arSqlSearch = array();
foreach ($arFilter as $key => $val) {
if (is_array($val) && count($val) <= 0 || !is_array($val) && strlen($val) <= 0) {
continue;
}
$key = strtoupper($key);
if (is_array($val)) {
$val = implode(" | ", $val);
}
switch ($key) {
case "SLA_ID":
$arSqlSearch[] = GetFilterQuery("SLA_ID", $val, "N");
break;
}
}
$strSqlSearch = GetFilterSqlSearch($arSqlSearch);
$DB->Query("DELETE FROM {$timetable_cache} WHERE {$strSqlSearch}", false, $err_mess . __LINE__);
$f = new CSupportTableFields(self::$cache);
$colNames = null;
$strList = "";
$coma = "";
foreach ($arrSLA as $k => $sla) {
$dateC = $dateF;
$sum = 0;
while ($dateC <= $dateT) {
if (isset(self::$arrH[$sla]) && array_key_exists($dateC, self::$arrH[$sla])) {
$a = self::$arrH[$sla][$dateC];
} else {
$a = self::$arrS[$sla][self::GetDayNom($dateC)];
}
foreach ($a as $k2 => $v2) {
$sum = $sum + $v2["T"] - $v2["F"];
$f->SLA_ID = $sla;
$f->DATE_FROM = $dateC + $v2["F"];
$f->DATE_TILL = $dateC + $v2["T"];
$f->W_TIME = $v2["T"] - $v2["F"];
$f->W_TIME_INC = $sum;
CTimeZone::Disable();
if ($dbType === "mysql") {
$arCurrTicketFields = $f->ToArray(CSupportTableFields::ALL, array(), true);
if ($colNames === null) {
$colNames = implode(", ", array_keys($arCurrTicketFields));
}
$strCurrTicketFields = "(" . implode(",", $arCurrTicketFields) . ")";
if (strlen($strList . ", " . $strCurrTicketFields) > 2000) {
$strSql = "INSERT INTO " . $timetable_cache . " (" . $colNames . ") VALUES " . $strList;
$strList = $strCurrTicketFields;
} else {
$strList .= $coma . $strCurrTicketFields;
$coma = ", ";
continue;
}
$DB->Query($strSql, false, $err_mess . __LINE__);
} else {
$DB->Insert($timetable_cache, $f->ToArray(CSupportTableFields::ALL, array(CSupportTableFields::NOT_NULL), true), $err_mess . __LINE__);
}
CTimeZone::Enable();
}
$dateC = self::GetDayBegin($dateC + 25 * 60 * 60);
}
}
if ($dbType === "mysql") {
if (strlen($strList) > 0) {
$strSql = "INSERT INTO " . $timetable_cache . " (" . $colNames . ") VALUES " . $strList;
$DB->Query($strSql, false, $err_mess . __LINE__);
}
$DB->Query("SELECT RELEASE_LOCK('" . $uniq . "_supportToCache')");
$DB->StopUsingMasterOnly();
//CAgent::AddAgent("CSupportTimetableCache::UpdateDiscardedTickets(" . $currD . ");", "support", "N", 5*60);
}
if ($RSD) {
CTicketReminder::RecalculateSupportDeadline($arFilter);
}
return null;
}
function Delete($id, $checkRights = true)
{
$err_mess = self::err_mess() . "<br>Function: Delete<br>Line: ";
global $DB, $USER, $APPLICATION;
$id = intval($id);
$table = self::table;
$table_s2h = self::table_s2h;
if ($id <= 0) {
return false;
}
$isDemo = null;
$isSupportClient = null;
$isSupportTeam = null;
$isAdmin = null;
$isAccess = null;
$userID = null;
CTicket::GetRoles($isDemo, $isSupportClient, $isSupportTeam, $isAdmin, $isAccess, $userID, $checkRights);
if (!$isAdmin) {
$arMsg = array();
$arMsg[] = array("id" => "PERMISSION", "text" => GetMessage("SUP_ERROR_ACCESS_DENIED"));
$e = new CAdminException($arMsg);
$APPLICATION->ThrowException($e);
return false;
}
// get affected sla
$affected_sla = array();
$res = $DB->Query("SELECT SLA_ID FROM b_ticket_sla_2_holidays WHERE HOLIDAYS_ID = {$id}");
while ($row = $res->Fetch()) {
$affected_sla[] = $row['SLA_ID'];
}
// delete
$DB->Query("DELETE FROM {$table} WHERE ID = {$id}", false, $err_mess . __LINE__);
$DB->Query("DELETE FROM {$table_s2h} WHERE HOLIDAYS_ID = {$id}", false, $err_mess . __LINE__);
// recalculate only affected sla
CSupportTimetableCache::toCache(array("SLA_ID" => $affected_sla));
return true;
}
function Delete($id, $checkRights = true)
{
$err_mess = self::err_mess() . "<br>Function: Delete<br>Line: ";
global $DB, $USER, $APPLICATION;
$id = intval($id);
$table = self::table;
$table_s2h = self::table_s2h;
if ($id <= 0) {
return false;
}
$isDemo = null;
$isSupportClient = null;
$isSupportTeam = null;
$isAdmin = null;
$isAccess = null;
$userID = null;
CTicket::GetRoles($isDemo, $isSupportClient, $isSupportTeam, $isAdmin, $isAccess, $userID, $checkRights);
if (!$isAdmin) {
$arMsg = array();
$arMsg[] = array("id" => "PERMISSION", "text" => GetMessage("SUP_ERROR_ACCESS_DENIED"));
$e = new CAdminException($arMsg);
$APPLICATION->ThrowException($e);
return false;
}
$DB->Query("DELETE FROM {$table} WHERE ID = {$id}", false, $err_mess . __LINE__);
$DB->Query("DELETE FROM {$table_s2h} WHERE HOLIDAYS_ID = {$id}", false, $err_mess . __LINE__);
CSupportTimetableCache::toCache();
return true;
}
static function ToCache($arFilter = array())
{
/*
$arFilter(
SLA => array()
)
*/
global $DB;
$err_mess = self::err_mess() . "<br>Function: toCache<br>Line: ";
$timetable_cache = self::TIMETABLE_CACHE;
$ndF = self::GetNumberOfDaysForward();
$ndB = self::GetNumberOfDaysBackward();
$currD = time();
$dateF = self::GetDayBegin($currD - $ndB * 24 * 60 * 60);
$dateT = self::GetDayEnd($currD + $ndF * 24 * 60 * 60);
self::$arrS = self::GetShedule($arFilter);
if (count(self::$arrS) <= 0) {
return;
}
self::$arrH = self::GetHolidays($dateF - 24 * 60 * 60, $dateT + 24 * 60 * 60, self::$arrS, $arFilter);
$arrSLA = array_keys(self::$arrS);
$arSqlSearch = array();
foreach ($arFilter as $key => $val) {
if (is_array($val) && count($val) <= 0 || !is_array($val) && strlen($val) <= 0) {
continue;
}
$key = strtoupper($key);
if (is_array($val)) {
$val = implode(" | ", $val);
}
switch ($key) {
case "SLA_ID":
$arSqlSearch[] = GetFilterQuery("SLA_ID", $val, "N");
break;
}
}
$strSqlSearch = GetFilterSqlSearch($arSqlSearch);
$DB->Query("DELETE FROM {$timetable_cache} WHERE {$strSqlSearch}", false, $err_mess . __LINE__);
$f = new CSupportTableFields(self::$cache);
foreach ($arrSLA as $k => $sla) {
$dateC = $dateF;
$sum = 0;
while ($dateC <= $dateT) {
if (isset(self::$arrH[$sla]) && array_key_exists($dateC, self::$arrH[$sla])) {
$a = self::$arrH[$sla][$dateC];
} else {
$a = self::$arrS[$sla][self::GetDayNom($dateC)];
}
foreach ($a as $k2 => $v2) {
$sum = $sum + $v2["T"] - $v2["F"];
$f->SLA_ID = $sla;
$f->DATE_FROM = $dateC + $v2["F"];
$f->DATE_TILL = $dateC + $v2["T"];
$f->W_TIME = $v2["T"] - $v2["F"];
$f->W_TIME_INC = $sum;
CTimeZone::Disable();
$DB->Insert($timetable_cache, $f->ToArray(CSupportTableFields::ALL, array(CSupportTableFields::NOT_NULL), true), $err_mess . __LINE__);
CTimeZone::Enable();
}
$dateC += 24 * 60 * 60;
}
}
CTicketReminder::RecalculateSupportDeadline($arFilter);
}