Define calendar of the ticket using the SLT when using this calendar as slt-s calendar
| public setTicketCalendar ( $calendars_id ) | ||
| $calendars_id | calendars_id of the ticket | |
/**
* Manage SLT level escalation
*
* @since version 9.1
*
* @param $slts_id
**/
function manageSltLevel($slts_id)
{
$calendars_id = Entity::getUsedConfig('calendars_id', $this->fields['entities_id']);
// Add first level in working table
$slalevels_id = SlaLevel::getFirstSltLevel($slts_id);
$slt = new SLT();
if ($slt->getFromDB($slts_id)) {
$slt->setTicketCalendar($calendars_id);
$slt->addLevelToDo($this, $slalevels_id);
}
SlaLevel_Ticket::replayForTicket($this->getID(), $slt->getField('type'));
}
function pre_updateInDB()
{
// get again object to reload actors
$this->loadActors();
// Setting a solution or solution type means the problem is solved
if (in_array("solutiontypes_id", $this->updates) && $this->input["solutiontypes_id"] > 0 || in_array("solution", $this->updates) && !empty($this->input["solution"])) {
if (!in_array('status', $this->updates)) {
$this->oldvalues['status'] = $this->fields['status'];
$this->updates[] = 'status';
}
// Special case for Ticket : use autoclose
if ($this->getType() == 'Ticket') {
$autoclosedelay = Entity::getUsedConfig('autoclose_delay', $this->getEntityID(), '', Entity::CONFIG_NEVER);
// 0 = immediatly
if ($autoclosedelay == 0) {
$this->fields['status'] = self::CLOSED;
$this->input['status'] = self::CLOSED;
} else {
$this->fields['status'] = self::SOLVED;
$this->input['status'] = self::SOLVED;
}
} else {
$this->fields['status'] = self::SOLVED;
$this->input['status'] = self::SOLVED;
}
}
// Check dates change interval due to the fact that second are not displayed in form
if (($key = array_search('date', $this->updates)) !== false && substr($this->fields["date"], 0, 16) == substr($this->oldvalues['date'], 0, 16)) {
unset($this->updates[$key]);
unset($this->oldvalues['date']);
}
if (($key = array_search('closedate', $this->updates)) !== false && substr($this->fields["closedate"], 0, 16) == substr($this->oldvalues['closedate'], 0, 16)) {
unset($this->updates[$key]);
unset($this->oldvalues['closedate']);
}
if (($key = array_search('due_date', $this->updates)) !== false && substr($this->fields["due_date"], 0, 16) == substr($this->oldvalues['due_date'], 0, 16)) {
unset($this->updates[$key]);
unset($this->oldvalues['due_date']);
}
if (($key = array_search('solvedate', $this->updates)) !== false && substr($this->fields["solvedate"], 0, 16) == substr($this->oldvalues['solvedate'], 0, 16)) {
unset($this->updates[$key]);
unset($this->oldvalues['solvedate']);
}
if (isset($this->input["status"])) {
if ($this->input["status"] != self::WAITING && $this->countSuppliers(CommonITILActor::ASSIGN) == 0 && $this->countUsers(CommonITILActor::ASSIGN) == 0 && $this->countGroups(CommonITILActor::ASSIGN) == 0 && !in_array($this->fields['status'], array_merge($this->getSolvedStatusArray(), $this->getClosedStatusArray()))) {
if (!in_array('status', $this->updates)) {
$this->oldvalues['status'] = $this->fields['status'];
$this->updates[] = 'status';
}
// $this->fields['status'] = self::INCOMING;
// Don't change status if it's a new status allow
if (in_array($this->oldvalues['status'], $this->getNewStatusArray()) && !in_array($this->input['status'], $this->getNewStatusArray())) {
$this->fields['status'] = $this->oldvalues['status'];
}
}
if (in_array("status", $this->updates) && in_array($this->input["status"], $this->getSolvedStatusArray())) {
$this->updates[] = "solvedate";
$this->oldvalues['solvedate'] = $this->fields["solvedate"];
$this->fields["solvedate"] = $_SESSION["glpi_currenttime"];
// If invalid date : set open date
if ($this->fields["solvedate"] < $this->fields["date"]) {
$this->fields["solvedate"] = $this->fields["date"];
}
}
if (in_array("status", $this->updates) && in_array($this->input["status"], $this->getClosedStatusArray())) {
$this->updates[] = "closedate";
$this->oldvalues['closedate'] = $this->fields["closedate"];
$this->fields["closedate"] = $_SESSION["glpi_currenttime"];
// If invalid date : set open date
if ($this->fields["closedate"] < $this->fields["date"]) {
$this->fields["closedate"] = $this->fields["date"];
}
// Set solvedate to closedate
if (empty($this->fields["solvedate"])) {
$this->updates[] = "solvedate";
$this->oldvalues['solvedate'] = $this->fields["solvedate"];
$this->fields["solvedate"] = $this->fields["closedate"];
}
}
}
// check dates
// check due_date (SLA)
if ((in_array("date", $this->updates) || in_array("due_date", $this->updates)) && !is_null($this->fields["due_date"])) {
// Date set
if ($this->fields["due_date"] < $this->fields["date"]) {
Session::addMessageAfterRedirect(__('Invalid dates. Update cancelled.'), false, ERROR);
if (($key = array_search('date', $this->updates)) !== false) {
unset($this->updates[$key]);
unset($this->oldvalues['date']);
}
if (($key = array_search('due_date', $this->updates)) !== false) {
unset($this->updates[$key]);
unset($this->oldvalues['due_date']);
}
}
}
// Status close : check dates
if (in_array($this->fields["status"], $this->getClosedStatusArray()) && (in_array("date", $this->updates) || in_array("closedate", $this->updates))) {
// Invalid dates : no change
// closedate must be > solvedate
if ($this->fields["closedate"] < $this->fields["solvedate"]) {
Session::addMessageAfterRedirect(__('Invalid dates. Update cancelled.'), false, ERROR);
if (($key = array_search('closedate', $this->updates)) !== false) {
unset($this->updates[$key]);
unset($this->oldvalues['closedate']);
}
}
// closedate must be > create date
if ($this->fields["closedate"] < $this->fields["date"]) {
Session::addMessageAfterRedirect(__('Invalid dates. Update cancelled.'), false, ERROR);
if (($key = array_search('date', $this->updates)) !== false) {
unset($this->updates[$key]);
unset($this->oldvalues['date']);
}
if (($key = array_search('closedate', $this->updates)) !== false) {
unset($this->updates[$key]);
unset($this->oldvalues['closedate']);
}
}
}
if (($key = array_search('status', $this->updates)) !== false && $this->oldvalues['status'] == $this->fields['status']) {
unset($this->updates[$key]);
unset($this->oldvalues['status']);
}
// Status solved : check dates
if (in_array($this->fields["status"], $this->getSolvedStatusArray()) && (in_array("date", $this->updates) || in_array("solvedate", $this->updates))) {
// Invalid dates : no change
// solvedate must be > create date
if ($this->fields["solvedate"] < $this->fields["date"]) {
Session::addMessageAfterRedirect(__('Invalid dates. Update cancelled.'), false, ERROR);
if (($key = array_search('date', $this->updates)) !== false) {
unset($this->updates[$key]);
unset($this->oldvalues['date']);
}
if (($key = array_search('solvedate', $this->updates)) !== false) {
unset($this->updates[$key]);
unset($this->oldvalues['solvedate']);
}
}
}
// Manage come back to waiting state
if (!is_null($this->fields['begin_waiting_date']) && ($key = array_search('status', $this->updates)) !== false && ($this->oldvalues['status'] == self::WAITING || in_array($this->oldvalues["status"], $this->getSolvedStatusArray()) && !in_array($this->fields["status"], $this->getClosedStatusArray()))) {
// Compute ticket waiting time use calendar if exists
$calendar = new Calendar();
$calendars_id = $this->getCalendar();
$delay_time = 0;
// Compute ticket waiting time use calendar if exists
// Using calendar
if ($calendars_id > 0 && $calendar->getFromDB($calendars_id)) {
$delay_time = $calendar->getActiveTimeBetween($this->fields['begin_waiting_date'], $_SESSION["glpi_currenttime"]);
} else {
// Not calendar defined
$delay_time = strtotime($_SESSION["glpi_currenttime"]) - strtotime($this->fields['begin_waiting_date']);
}
// SLT case : compute slt_ttr duration
if (isset($this->fields['slts_ttr_id']) && $this->fields['slts_ttr_id'] > 0) {
$slt = new SLT();
if ($slt->getFromDB($this->fields['slts_ttr_id'])) {
$slt->setTicketCalendar($calendars_id);
$delay_time_sla = $slt->getActiveTimeBetween($this->fields['begin_waiting_date'], $_SESSION["glpi_currenttime"]);
$this->updates[] = "sla_waiting_duration";
$this->fields["sla_waiting_duration"] += $delay_time_sla;
}
// Compute new due date
$this->updates[] = "due_date";
$this->fields['due_date'] = $slt->computeDate($this->fields['date'], $this->fields["sla_waiting_duration"]);
// Add current level to do
$slt->addLevelToDo($this);
} else {
// Using calendar
if ($calendars_id > 0 && $calendar->getFromDB($calendars_id)) {
if ($this->fields['due_date'] > 0) {
// compute new due date using calendar
$this->updates[] = "due_date";
$this->fields['due_date'] = $calendar->computeEndDate($this->fields['due_date'], $delay_time);
}
} else {
// Not calendar defined
if ($this->fields['due_date'] > 0) {
// compute new due date : no calendar so add computed delay_time
$this->updates[] = "due_date";
$this->fields['due_date'] = date('Y-m-d H:i:s', $delay_time + strtotime($this->fields['due_date']));
}
}
}
$this->updates[] = "waiting_duration";
$this->fields["waiting_duration"] += $delay_time;
// Reset begin_waiting_date
$this->updates[] = "begin_waiting_date";
$this->fields["begin_waiting_date"] = 'NULL';
}
// Set begin waiting date if needed
if (($key = array_search('status', $this->updates)) !== false && ($this->fields['status'] == self::WAITING || in_array($this->fields["status"], $this->getSolvedStatusArray()))) {
$this->updates[] = "begin_waiting_date";
$this->fields["begin_waiting_date"] = $_SESSION["glpi_currenttime"];
// Specific for tickets
if (isset($this->fields['slts_ttr_id']) && $this->fields['slts_ttr_id'] > 0) {
SLT::deleteLevelsToDo($this);
}
}
// solve_delay_stat : use delay between opendate and solvedate
if (in_array("solvedate", $this->updates)) {
$this->updates[] = "solve_delay_stat";
$this->fields['solve_delay_stat'] = $this->computeSolveDelayStat();
}
// close_delay_stat : use delay between opendate and closedate
if (in_array("closedate", $this->updates)) {
$this->updates[] = "close_delay_stat";
$this->fields['close_delay_stat'] = $this->computeCloseDelayStat();
}
// Do not take into account date_mod if no update is done
if (count($this->updates) == 1 && ($key = array_search('date_mod', $this->updates)) !== false) {
unset($this->updates[$key]);
}
}