/**
* Call Backback function for 'delete_ticket'
* @param xhelpTicket $ticket Ticket being deleted
* @return bool True on success, false on error
* @access public
*/
function delete_ticket($ticket)
{
$hStatus = xhelpGetHandler('status');
$status =& $hStatus->get($ticket->getVar('status'));
if ($status->getVar('state') == XHELP_STATE_UNRESOLVED) {
return $this->_clearPerfImages();
}
}
/**
* Event: new_faq
* Triggered after FAQ addition
* @param xhelpTicket $ticket Ticket used as base for FAQ
* @param xhelpFaq $faq FAQ that was added
*/
function new_faq($ticket, $faq)
{
global $xoopsUser;
//Create a new solution from the supplied ticket / faq
$hTicketSol =& xhelpGetHandler('ticketSolution');
$sol =& $hTicketSol->create();
$sol->setVar('ticketid', $ticket->getVar('id'));
$sol->setVar('url', $faq->getVar('url'));
$sol->setVar('title', $faq->getVar('subject'));
$sol->setVar('uid', $xoopsUser->getVar('uid'));
return $hTicketSol->addSolution($ticket, $sol);
}
/**
* Event: new_faq
* Triggered after FAQ addition
* @param xhelpTicket $ticket Ticket used as base for FAQ
* @param xhelpFaq $faq FAQ that was added
*/
function new_faq($ticket, $faq)
{
global $xoopsUser;
$logMessage =& $this->_hLog->create();
$logMessage->setVar('uid', $xoopsUser->getVar('uid'));
$logMessage->setVar('ticketid', $ticket->getVar('id'));
$logMessage->setVar('action', sprintf(_XHELP_LOG_NEWFAQ, $faq->getVar('subject')));
return $this->_hLog->insert($logMessage, true);
}
/**
* Event Handler for 'view_ticket'
* @param xhelpTicket $ticket Ticket being viewd
* @return bool True on success, false on error
* @access public
*/
function view_ticket($ticket)
{
$value = array();
//Store a list of recent tickets in the xhelp_recent_tickets cookie
if (isset($_COOKIE['xhelp_recent_tickets'])) {
$oldvalue = explode(',', $_COOKIE['xhelp_recent_tickets']);
} else {
$oldvalue = array();
}
$value[] = $ticket->getVar('id');
$value = array_merge($value, $oldvalue);
$value = $this->_array_unique($value);
$value = array_slice($value, 0, 5);
//Keep this value for 15 days
setcookie('xhelp_recent_tickets', implode(',', $value), time() + 15 * 24 * 60 * 60, '/');
}
/**
* Event: edit_response
* Triggered after a response has been modified
* Also See: new_response
* @param xhelpTicket $nticket Ticket after modifications
* @param xhelpResponses $response Modified response
* @param xhelpTicket $oldticket Ticket before modifications
* @param xhelpResponses $oldresponse Response modifications
*/
function edit_response($ticket, $response, $oldticket, $oldresponse)
{
//if not modified by response submitter, notify response submitter
//notify ticket submitter
global $xoopsUser, $xoopsModuleConfig;
$hDepartments =& xhelpGetHandler('department');
$displayName =& $xoopsModuleCofnig['xhelp_displayName'];
// Determines if username or real name is displayed
$tags = array();
$tags['TICKET_URL'] = XHELP_BASE_URL . '/ticket.php?id=' . $ticket->getVar('id');
$tags['TICKET_OLD_RESPONSE'] = $this->_ts->stripslashesGPC($oldresponse->getVar('message', 'n'));
$tags['TICKET_OLD_TIMESPENT'] = $oldresponse->getVar('timeSpent');
$tags['TICKET_OLD_STATUS'] = xhelpGetStatus($oldticket->getVar('status'));
$tags['TICKET_OLD_RESPONDER'] = xhelpGetUsername($oldresponse->getVar('uid'), $displayName);
$owner = $oldticket->getVar('ownership');
$tags['TICKET_OLD_OWNERSHIP'] = $owner = 0 ? _XHELP_NO_OWNER : xhelpGetUsername($owner, $displayName);
$tags['TICKET_ID'] = $ticket->getVar('id');
$tags['RESPONSE_ID'] = $response->getVar('id');
$tags['TICKET_RESPONSE'] = $this->_ts->stripslashesGPC($response->getVar('message', 'n'));
$tags['TICKET_TIMESPENT'] = $response->getVar('timeSpent');
$tags['TICKET_STATUS'] = xhelpGetStatus($ticket->getVar('status'));
$tags['TICKET_RESPONDER'] = $xoopsUser->getVar('uname');
$tags['TICKET_POSTED'] = $response->posted();
$owner = $ticket->getVar('ownership');
$tags['TICKET_OWNERSHIP'] = $owner = 0 ? _XHELP_NO_OWNER : xhelpGetUsername($owner, $displayName);
$tags['TICKET_DEPARTMENT'] = $this->_ts->stripslashesGPC($hDepartments->getNameById($ticket->getVar('department')));
// Added by marcan to get the ticket's subject available in the mail template
$tags['TICKET_SUBJECT'] = $this->_ts->stripslashesGPC($ticket->getVar('subject', 'n'));
// End of addition by marcan
$settings =& $this->_hNotification->get(XHELP_NOTIF_EDITRESPONSE);
$staff_setting = $settings->getVar('staff_setting');
$user_setting = $settings->getVar('user_setting');
if ($staff_setting != XHELP_NOTIF_STAFF_NONE) {
if ($email_tpl = $this->_getEmailTpl('dept', 'modified_response', $this->_module, $template_id)) {
// Notify dept staff
$sendTo =& $this->_getSubscribedStaff($ticket, $email_tpl['bit_value'], $settings, $response->getVar('uid'));
$success = $this->_sendEvents($email_tpl, $sendTo, $tags);
}
}
if ($user_setting != XHELP_NOTIF_USER_NO) {
if ($response->getVar('private') == 0) {
// Make sure if response is private, don't sent to user
if ($email_tpl = $this->_getEmailTpl('ticket', 'modified_this_response', $this->_module, $template_id)) {
// Notify ticket submitter
$sendTo = $this->_getSubscribedUsers($ticket->getVar('id'));
$success = $this->_sendEvents($email_tpl, $sendTo, $tags);
}
}
}
}
/**
* Recommend solutions to a ticket based on similarity
* to previous tickets and their solutions
* @param xhelpTicket $ticket ticket to search for solutions
* @return array Value 1 = bayesian likeness probability, Value 2 = xhelpTicketSolution object
* @access public
*/
function &recommendSolutions($ticket)
{
$ret = array();
//1. Get list of bayesian categories(tickets) similar to current ticket
$bayes = new xhelpNaiveBayesian(new xhelpNaiveBayesianStorage());
$document = $ticket->getVar('subject') . "\r\n" . $ticket->getVar('description');
$cats = $bayes->categorize($document);
//2. Get solutions to those tickets
$crit = new Criteria('ticketid', "(" . implode(array_keys($cats), ',') . ")", 'IN');
$solutions =& $this->getObjects($crit);
//3. Sort solutions based on likeness probability
foreach ($solutions as $solution) {
$ret[] = array('probability' => $cats[$solution->getVar('ticketid')], 'solution' => $solution);
}
unset($solutions);
return $this->multi_sort($ret, 'probability');
}