static function geTimelineItems(Ticket $ticket, $rand) { global $DB, $CFG_GLPI; $timeline = array(); $user = new User(); $group = new Group(); $followup_obj = new TicketFollowup(); $task_obj = new TicketTask(); $document_item_obj = new Document_Item(); $ticket_valitation_obj = new TicketValidation(); //checks rights $showpublic = Session::haveRightsOr("followup", array(TicketFollowup::SEEPUBLIC, TicketFollowup::SEEPRIVATE)) && Session::haveRightsOr("task", array(TicketTask::SEEPUBLIC, TicketTask::SEEPRIVATE)); $restrict_fup = $restrict_task = ""; if (!Session::haveRight("ticket", TicketFollowup::SEEPRIVATE)) { $restrict_fup = " AND (`is_private` = '0'\n OR `users_id` ='" . Session::getLoginUserID() . "') "; } if (!Session::haveRight("ticket", TicketTask::SEEPRIVATE)) { $restrict_task = " AND (`is_private` = '0'\n OR `users_id` ='" . Session::getLoginUserID() . "') "; } if (!$showpublic) { $restrict = " AND 1 = 0"; } //add ticket followups to timeline $followups = $followup_obj->find("tickets_id = " . $ticket->getID() . " {$restrict_fup}", 'date DESC'); foreach ($followups as $followups_id => $followup) { $followup_obj->getFromDB($followups_id); $can_edit = $followup_obj->canUpdateItem(); $followup['can_edit'] = $can_edit; $timeline[$followup['date'] . "_followup_" . $followups_id] = array('type' => 'TicketFollowup', 'item' => $followup); } //add ticket tasks to timeline $tasks = $task_obj->find("tickets_id = " . $ticket->getID() . " {$restrict_task}", 'date DESC'); foreach ($tasks as $tasks_id => $task) { $task_obj->getFromDB($tasks_id); $can_edit = $task_obj->canUpdateItem(); $task['can_edit'] = $can_edit; $timeline[$task['date'] . "_task_" . $tasks_id] = array('type' => 'TicketTask', 'item' => $task); } //add ticket documents to timeline $document_obj = new Document(); $document_items = $document_item_obj->find("itemtype = 'Ticket' AND items_id = " . $ticket->getID()); foreach ($document_items as $document_item) { $document_obj->getFromDB($document_item['documents_id']); $timeline[$document_obj->fields['date_mod'] . "_document_" . $document_item['documents_id']] = array('type' => 'Document_Item', 'item' => $document_obj->fields); } //add assign changes /*$log_obj = new Log; $gassign_items = $log_obj->find("itemtype = 'Ticket' AND items_id = ".$ticket->getID()." AND itemtype_link = 'Group' AND linked_action = '15'"); foreach ($gassign_items as $logs_id => $gassign) { //find group $group_name = preg_replace("#(.*)\s\([0-9]*\)#", "$1", $gassign['new_value']); $groups = $group->find("name = '$group_name'"); $first_group = array_shift($groups); $group->getFromDB($first_group['id']); $content = __("Assigned to")." : ". "<img src='".$CFG_GLPI['root_doc']."/plugins/talk/pics/group.png' class='group_assign' />". " <strong>".$group->getLink()."</strong>"; //find user $user_name = preg_replace("#(.*)\s\([0-9]*\)#", "$1", $gassign['user_name']); $users = $user->find("CONCAT(firstname, ' ', realname) = '$user_name'"); $first_user = array_shift($users); if ($first_user == NULL) { $first_user['id'] = false; } $timeline[$gassign['date_mod']."_assign_".$logs_id] = array('type' => 'Assign', 'item' => array( 'date' => $gassign['date_mod'], 'content' => $content, 'can_edit' => false, 'users_id' => $first_user['id'] )); }*/ //add existing solution if (!empty($ticket->fields['solution'])) { $users_id = 0; $solution_date = $ticket->fields['solvedate']; //search date and user of last solution in glpi_logs if ($res_solution = $DB->query("SELECT date_mod AS solution_date, user_name FROM glpi_logs\n WHERE itemtype = 'Ticket' \n AND items_id = " . $ticket->getID() . "\n AND id_search_option = 24\n ORDER BY id DESC\n LIMIT 1")) { $data_solution = $DB->fetch_assoc($res_solution); if (!empty($data_solution['solution_date'])) { $solution_date = $data_solution['solution_date']; } // find user if (!empty($data_solution['user_name'])) { $users_id = addslashes(trim(preg_replace("/.*\\(([0-9]+)\\)/", "\$1", $data_solution['user_name']))); } } // fix trouble with html_entity_decode who skip accented characters (on windows browser) $solution_content = preg_replace_callback("/(&#[0-9]+;)/", function ($m) { return mb_convert_encoding($m[1], "UTF-8", "HTML-ENTITIES"); }, $ticket->fields['solution']); $timeline[$solution_date . "_solution"] = array('type' => 'Solution', 'item' => array('id' => 0, 'content' => Html::clean(html_entity_decode($solution_content)), 'date' => $solution_date, 'users_id' => $users_id, 'solutiontypes_id' => $ticket->fields['solutiontypes_id'], 'can_edit' => Ticket::canUpdate() && $ticket->canSolve())); } // add ticket validation to timeline if ($ticket->fields['type'] == Ticket::DEMAND_TYPE && (Session::haveRight('ticketvalidation', TicketValidation::VALIDATEREQUEST) || Session::haveRight('ticketvalidation', TicketValidation::CREATEREQUEST)) || $ticket->fields['type'] == Ticket::INCIDENT_TYPE && (Session::haveRight('ticketvalidation', TicketValidation::VALIDATEINCIDENT) || Session::haveRight('ticketvalidation', TicketValidation::CREATEINCIDENT))) { $ticket_validations = $ticket_valitation_obj->find('tickets_id = ' . $ticket->getID()); foreach ($ticket_validations as $validations_id => $validation) { $canedit = $ticket_valitation_obj->can($validations_id, UPDATE); $user->getFromDB($validation['users_id_validate']); $timeline[$validation['submission_date'] . "_validation_" . $validations_id] = array('type' => 'TicketValidation', 'item' => array('id' => $validations_id, 'date' => $validation['submission_date'], 'content' => __('Validation request') . " => " . $user->getlink() . "<br>" . $validation['comment_submission'], 'users_id' => $validation['users_id'], 'can_edit' => $canedit)); if (!empty($validation['validation_date'])) { $timeline[$validation['validation_date'] . "_validation_" . $validations_id] = array('type' => 'TicketValidation', 'item' => array('id' => $validations_id, 'date' => $validation['validation_date'], 'content' => __('Validation request answer') . " : " . _sx('status', ucfirst(TicketValidation::getStatus($validation['status']))) . "<br>" . $validation['comment_validation'], 'users_id' => $validation['users_id_validate'], 'status' => "status_" . $validation['status'], 'can_edit' => $canedit)); } } } //reverse sort timeline items by key (date) krsort($timeline); return $timeline; }
/** * @since version 0.90 * **/ function getTimelineItems() { global $DB, $CFG_GLPI; $timeline = array(); $user = new User(); $group = new Group(); $followup_obj = new TicketFollowup(); $task_obj = new TicketTask(); $document_item_obj = new Document_Item(); $ticket_valitation_obj = new TicketValidation(); //checks rights $showpublic = Session::haveRightsOr("followup", array(TicketFollowup::SEEPUBLIC, TicketFollowup::SEEPRIVATE)) || Session::haveRightsOr("task", array(TicketTask::SEEPUBLIC, TicketTask::SEEPRIVATE)); $restrict_fup = $restrict_task = ""; if (!Session::haveRight("followup", TicketFollowup::SEEPRIVATE)) { $restrict_fup = " AND (`is_private` = '0'\n OR `users_id` ='" . Session::getLoginUserID() . "') "; } if (!Session::haveRight("task", TicketTask::SEEPRIVATE)) { $restrict_task = " AND (`is_private` = '0'\n OR `users_id` ='" . Session::getLoginUserID() . "') "; } if (!$showpublic) { $restrict = " AND 1 = 0"; } //add ticket followups to timeline if ($followup_obj->canview()) { $followups = $followup_obj->find("tickets_id = " . $this->getID() . " {$restrict_fup}", 'date DESC'); foreach ($followups as $followups_id => $followup) { $followup_obj->getFromDB($followups_id); $followup['can_edit'] = $followup_obj->canUpdateItem(); $timeline[$followup['date'] . "_followup_" . $followups_id] = array('type' => 'TicketFollowup', 'item' => $followup); } } //add ticket tasks to timeline if ($task_obj->canview()) { $tasks = $task_obj->find("tickets_id = " . $this->getID() . " {$restrict_task}", 'date DESC'); foreach ($tasks as $tasks_id => $task) { $task_obj->getFromDB($tasks_id); $task['can_edit'] = $task_obj->canUpdateItem(); $timeline[$task['date'] . "_task_" . $tasks_id] = array('type' => 'TicketTask', 'item' => $task); } } //add ticket documents to timeline $document_obj = new Document(); $document_items = $document_item_obj->find("itemtype = 'Ticket' AND items_id = " . $this->getID()); foreach ($document_items as $document_item) { $document_obj->getFromDB($document_item['documents_id']); $timeline[$document_obj->fields['date_mod'] . "_document_" . $document_item['documents_id']] = array('type' => 'Document_Item', 'item' => $document_obj->fields); } //add existing solution if (!empty($this->fields['solution']) || !empty($this->fields['solutiontypes_id'])) { $users_id = 0; $solution_date = $this->fields['solvedate']; //search date and user of last solution in glpi_logs if ($res_solution = $DB->query("SELECT `date_mod` AS solution_date, `user_name`, `id`\n FROM `glpi_logs`\n WHERE `itemtype` = 'Ticket'\n AND `items_id` = " . $this->getID() . "\n AND `id_search_option` = 24\n ORDER BY `id` DESC\n LIMIT 1")) { $data_solution = $DB->fetch_assoc($res_solution); if (!empty($data_solution['solution_date'])) { $solution_date = $data_solution['solution_date']; } // find user if (!empty($data_solution['user_name'])) { $users_id = addslashes(trim(preg_replace("/.*\\(([0-9]+)\\)/", "\$1", $data_solution['user_name']))); } } // fix trouble with html_entity_decode who skip accented characters (on windows browser) $solution_content = preg_replace_callback("/(&#[0-9]+;)/", function ($m) { return mb_convert_encoding($m[1], "UTF-8", "HTML-ENTITIES"); }, $this->fields['solution']); $timeline[$solution_date . "_solution"] = array('type' => 'Solution', 'item' => array('id' => 0, 'content' => Toolbox::unclean_cross_side_scripting_deep($solution_content), 'date' => $solution_date, 'users_id' => $users_id, 'solutiontypes_id' => $this->fields['solutiontypes_id'], 'can_edit' => Ticket::canUpdate() && $this->canSolve())); } // add ticket validation to timeline if ($this->fields['type'] == Ticket::DEMAND_TYPE && (Session::haveRight('ticketvalidation', TicketValidation::VALIDATEREQUEST) || Session::haveRight('ticketvalidation', TicketValidation::CREATEREQUEST)) || $this->fields['type'] == Ticket::INCIDENT_TYPE && (Session::haveRight('ticketvalidation', TicketValidation::VALIDATEINCIDENT) || Session::haveRight('ticketvalidation', TicketValidation::CREATEINCIDENT))) { $ticket_validations = $ticket_valitation_obj->find('tickets_id = ' . $this->getID()); foreach ($ticket_validations as $validations_id => $validation) { $canedit = $ticket_valitation_obj->can($validations_id, UPDATE); $user->getFromDB($validation['users_id_validate']); $timeline[$validation['submission_date'] . "_validation_" . $validations_id] = array('type' => 'TicketValidation', 'item' => array('id' => $validations_id, 'date' => $validation['submission_date'], 'content' => __('Validation request') . " => " . $user->getlink() . "<br>" . $validation['comment_submission'], 'users_id' => $validation['users_id'], 'can_edit' => $canedit)); if (!empty($validation['validation_date'])) { $timeline[$validation['validation_date'] . "_validation_" . $validations_id] = array('type' => 'TicketValidation', 'item' => array('id' => $validations_id, 'date' => $validation['validation_date'], 'content' => __('Validation request answer') . " : " . _sx('status', ucfirst(TicketValidation::getStatus($validation['status']))) . "<br>" . $validation['comment_validation'], 'users_id' => $validation['users_id_validate'], 'status' => "status_" . $validation['status'], 'can_edit' => $canedit)); } } } //reverse sort timeline items by key (date) krsort($timeline); return $timeline; }
$input = array('tickets_id' => $_POST['tickets_id'], 'users_id' => Session::getLoginUserID(), 'use_notification' => 1, 'type' => CommonITILActor::OBSERVER); $ticket_user->add($input); Event::log($_POST['tickets_id'], "ticket", 4, "tracking", sprintf(__('%s adds an actor'), $_SESSION["glpiname"])); Html::redirect($CFG_GLPI["root_doc"] . "/front/ticket.form.php?id=" . $_POST['tickets_id']); } else { if (isset($_POST['addme_assign'])) { $ticket_user = new Ticket_User(); $track->check($_POST['tickets_id'], READ); $input = array('tickets_id' => $_POST['tickets_id'], 'users_id' => Session::getLoginUserID(), 'use_notification' => 1, 'type' => CommonITILActor::ASSIGN); $ticket_user->add($input); Event::log($_POST['tickets_id'], "ticket", 4, "tracking", sprintf(__('%s adds an actor'), $_SESSION["glpiname"])); Html::redirect($CFG_GLPI["root_doc"] . "/front/ticket.form.php?id=" . $_POST['tickets_id']); } else { if (isset($_REQUEST['delete_document'])) { $document_item = new Document_Item(); $found_document_items = $document_item->find("itemtype = 'Ticket' " . " AND items_id = " . intval($_REQUEST['tickets_id']) . " AND documents_id = " . intval($_REQUEST['documents_id'])); foreach ($found_document_items as $item) { $document_item->delete($item, true); } Html::back(); } } } } } } } } } if (isset($_GET["id"]) && $_GET["id"] > 0) { if ($_SESSION["glpiactiveprofile"]["interface"] == "helpdesk") {
/** * Save form datas to the target * * @param PluginFormcreatorFormanswer $formanswer Answers previously saved */ public function save(PluginFormcreatorFormanswer $formanswer) { $datas = array(); $ticket = new Ticket(); $docItem = new Document_Item(); $form = new PluginFormcreatorForm(); $form->getFromDB($formanswer->fields['plugin_formcreator_forms_id']); // Get default request type $query = "SELECT id FROM `glpi_requesttypes` WHERE `name` LIKE 'Formcreator';"; $result = $GLOBALS['DB']->query($query) or die($GLOBALS['DB']->error()); list($requesttypes_id) = $GLOBALS['DB']->fetch_array($result); $datas['requesttypes_id'] = $requesttypes_id; // Get predefined Fields $ttp = new TicketTemplatePredefinedField(); $predefined_fields = $ttp->getPredefinedFields($this->fields['tickettemplates_id'], true); $datas = array_merge($datas, $predefined_fields); // Parse datas and tags $datas['name'] = addslashes($this->parseTags($this->fields['name'], $formanswer)); $datas['content'] = htmlentities($this->parseTags($this->fields['comment'], $formanswer)); $datas['entities_id'] = isset($_SESSION['glpiactive_entity']) ? $_SESSION['glpiactive_entity'] : $form->fields['entities_id']; $datas['_users_id_requester'] = 0; $datas['_users_id_recipient'] = $_SESSION['glpiID']; $datas['_tickettemplates_id'] = $this->fields['tickettemplates_id']; // Define due date $answer = new PluginFormcreatorAnswer(); $found = $answer->find('plugin_formcreator_formanwers_id = ' . (int) $formanswer->fields['id'] . ' AND plugin_formcreator_question_id = ' . (int) $this->fields['due_date_question']); $date = array_shift($found); $str = "+" . $this->fields['due_date_value'] . " " . $this->fields['due_date_period']; switch ($this->fields['due_date_rule']) { case 'answer': $due_date = $date['answer']; break; case 'ticket': $due_date = date('Y-m-d H:i:s', strtotime($str)); break; case 'calcul': $due_date = date('Y-m-d H:i:s', strtotime($date['answer'] . " " . $str)); break; default: $due_date = null; break; } if (!is_null($due_date)) { $datas['due_date'] = $due_date; } // Select ticket actors $query = "SELECT id, actor_type, actor_value, use_notification\n FROM glpi_plugin_formcreator_targettickets_actors\n WHERE plugin_formcreator_targettickets_id = " . $this->getID() . "\n AND actor_role = 'requester'"; $result = $GLOBALS['DB']->query($query); // If there is only one requester add it on creation, otherwize we will add them later if ($GLOBALS['DB']->numrows($result) == 1) { $actor = $GLOBALS['DB']->fetch_array($result); switch ($actor['actor_type']) { case 'creator': $user_id = $formanswer->fields['requester_id']; break; case 'validator': $user_id = $formanswer->fields['validator_id']; break; case 'person': case 'group': case 'supplier': $user_id = $actor['actor_value']; break; case 'question_person': case 'question_group': case 'question_supplier': $answer = new PluginFormcreatorAnswer(); $found = $answer->find('`plugin_formcreator_question_id` = ' . (int) $actor['actor_value'] . ' AND `plugin_formcreator_formanwers_id` = ' . (int) $formanswer->fields['id']); $found = array_shift($found); if (empty($found['answer'])) { continue; } else { $user_id = (int) $found['answer']; } break; } $datas['_users_id_requester'] = $user_id; } // Create the target ticket if (!($ticketID = $ticket->add($datas))) { return false; } // Add link between Ticket and FormAnswer $itemlink = new Item_Ticket(); $itemlink->add(array('itemtype' => 'PluginFormcreatorFormanswer', 'items_id' => $formanswer->fields['id'], 'tickets_id' => $ticketID)); // Add actors to ticket $query = "SELECT id, actor_role, actor_type, actor_value, use_notification\n FROM glpi_plugin_formcreator_targettickets_actors\n WHERE plugin_formcreator_targettickets_id = " . $this->getID(); $result = $GLOBALS['DB']->query($query); while ($actor = $GLOBALS['DB']->fetch_array($result)) { // If actor type is validator and if the form doesn't have a validator, continue to other actors if ($actor['actor_type'] == 'validator' && !$form->fields['validation_required']) { continue; } switch ($actor['actor_role']) { case 'requester': $role = CommonITILActor::REQUESTER; break; case 'observer': $role = CommonITILActor::OBSERVER; break; case 'assigned': $role = CommonITILActor::ASSIGN; break; } switch ($actor['actor_type']) { case 'creator': $user_id = $formanswer->fields['requester_id']; break; case 'validator': $user_id = $formanswer->fields['validator_id']; break; case 'person': case 'group': case 'supplier': $user_id = $actor['actor_value']; break; case 'question_person': case 'question_group': case 'question_supplier': $answer = new PluginFormcreatorAnswer(); $found = $answer->find('`plugin_formcreator_question_id` = ' . (int) $actor['actor_value'] . ' AND `plugin_formcreator_formanwers_id` = ' . (int) $formanswer->fields['id']); $found = array_shift($found); if (empty($found['answer'])) { continue; } else { $user_id = (int) $found['answer']; } break; } switch ($actor['actor_type']) { case 'creator': case 'validator': case 'person': case 'question_person': $obj = new Ticket_User(); $obj->add(array('tickets_id' => $ticketID, 'users_id' => $user_id, 'type' => $role, 'use_notification' => $actor['use_notification'])); break; case 'group': case 'question_group': $obj = new Group_Ticket(); $obj->add(array('tickets_id' => $ticketID, 'groups_id' => $user_id, 'type' => $role, 'use_notification' => $actor['use_notification'])); break; case 'supplier': case 'question_supplier': $obj = new Supplier_Ticket(); $obj->add(array('tickets_id' => $ticketID, 'suppliers_id' => $user_id, 'type' => $role, 'use_notification' => $actor['use_notification'])); break; } } // Attach documents to ticket $found = $docItem->find("itemtype = 'PluginFormcreatorFormanswer' AND items_id = " . (int) $formanswer->getID()); if (count($found) > 0) { foreach ($found as $document) { $docItem->add(array('documents_id' => $document['documents_id'], 'itemtype' => 'Ticket', 'items_id' => $ticketID)); } } // Attach validation message as first ticket followup if validation is required and // if is set in ticket target configuration // /!\ Followup is directly saved to the database to avoid double notification on ticket // creation and add followup if ($form->fields['validation_required'] && $this->fields['validation_followup']) { $message = addslashes(__('Your form have been accepted by the validator', 'formcreator')); if (!empty($formanswer->fields['comment'])) { $message .= "\n" . addslashes($formanswer->fields['comment']); } $query = "INSERT INTO `glpi_ticketfollowups` SET\n `tickets_id` = {$ticketID},\n `date` = NOW(),\n `users_id` = {$_SESSION['glpiID']},\n `content` = \"{$message}\""; $GLOBALS['DB']->query($query); } return true; }
/** * * @param type $items_id id of the ticket */ static function createSubTicket($items_id) { global $CFG_GLPI; if ($_POST['slas_id'] == 0 || $_POST['groupsubticket'] == 0) { // return; } $ticket = new Ticket(); $ticketFollowup = new TicketFollowup(); $ticketTask = new TicketTask(); $document_Item = new Document_Item(); $ticket_User = new Ticket_User(); $group_Ticket = new Group_Ticket(); // Disable send notification $use_mailing = $CFG_GLPI["use_mailing"]; $CFG_GLPI["use_mailing"] = false; $ticket->getFromDB($items_id); unset($ticket->fields['id']); $ticket->fields['_link']['link'] = 1; $ticket->fields['_link']['tickets_id_1'] = 0; $ticket->fields['_link']['tickets_id_2'] = $items_id; $ticket->fields['bypassgrouponadd'] = true; $ticket->fields['slas_id'] = $_POST['slas_id']; $ticket->fields['date'] = date("Y-m-d H:i:s"); $ticket->fields = Toolbox::addslashes_deep($ticket->fields); foreach ($ticket->fields as $key => $value) { if ($value == '') { unset($ticket->fields[$key]); } } $new_tickets_id = $ticket->add($ticket->fields); $a_followups = $ticketFollowup->find("`tickets_id`='" . $items_id . "'", "`id`"); foreach ($a_followups as $data) { unset($data['id']); $data = Toolbox::addslashes_deep($data); $data['tickets_id'] = $new_tickets_id; $ticketFollowup->add($data); } $a_tasks = $ticketTask->find("`tickets_id`='" . $items_id . "'", "`id`"); foreach ($a_tasks as $data) { unset($data['id']); $data = Toolbox::addslashes_deep($data); $data['tickets_id'] = $new_tickets_id; foreach ($data as $key => $value) { if ($value == '') { unset($data[$key]); } } $ticketTask->add($data); } $a_documents = $document_Item->find("`items_id`='" . $items_id . "'\n AND `itemtype`='Ticket'", "`id`"); foreach ($a_documents as $data) { unset($data['id']); $data = Toolbox::addslashes_deep($data); $data['items_id'] = $new_tickets_id; $document_Item->add($data); } $a_ticketusers = $ticket_User->find("`tickets_id`='" . $items_id . "'\n AND `type`='1'", "`id`"); foreach ($a_ticketusers as $data) { unset($data['id']); $data = Toolbox::addslashes_deep($data); $data['tickets_id'] = $new_tickets_id; $ticket_User->add($data); } $a_ticketgroups = $group_Ticket->find("`tickets_id`='" . $items_id . "'\n AND `type`='1'", "`id`"); foreach ($a_ticketgroups as $data) { unset($data['id']); $data = Toolbox::addslashes_deep($data); $data['tickets_id'] = $new_tickets_id; $group_Ticket->add($data); } $CFG_GLPI["use_mailing"] = $use_mailing; $input = array(); $input['tickets_id'] = $new_tickets_id; $input['groups_id'] = $_POST['groupsubticket']; $input['type'] = 2; $group_Ticket->add($input); }