function cannedResp($params)
{
$sql = 'SELECT answer FROM ' . KB_PREMADE_TABLE . ' WHERE isenabled=1 AND premade_id=' . db_input($params['id']);
if (($res = db_query($sql)) && db_num_rows($res)) {
list($response) = db_fetch_row($res);
}
if ($response && $params['tid'] && strpos($response, '%') !== false) {
include_once INCLUDE_DIR . 'class.ticket.php';
$ticket = new Ticket($params['tid']);
if ($ticket && $ticket->getId()) {
$response = $ticket->replaceTemplateVars($response);
}
}
return $response;
}
public function inserir(TicketPost &$t, Ticket $ti)
{
parent::inserir($t);
if ($t->getArquivo()->nome != '') {
$arquivo = $t->getArquivo()->saveArquivo(Sistema::$caminhoDiretorio . Sistema::$caminhoDataTickets);
}
$this->con->executar("INSERT INTO " . Sistema::$BDPrefixo . $this->tabela . "(" . self::TICKET . ", " . self::TEXTO . ", " . self::ARQUIVO . ", " . self::DATAHORA . ", " . self::NOME . ") VALUES('" . $ti->getId() . "','" . $t->texto . "','" . $arquivo . "','" . $t->getDataHora()->mostrar("YmdHi") . "','" . $t->nome . "')");
$id = $this->con->getId();
$class = __CLASS__;
$l = new $class();
$l->condicoes('', $id, self::ID);
$t = $l->listar();
$lT = new ListaTickets();
$lT->alterar($ti);
parent::alterar($t);
}
require_once INCLUDE_DIR . 'class.ticket.php';
require_once INCLUDE_DIR . 'class.dept.php';
require_once INCLUDE_DIR . 'class.banlist.php';
$page = '';
$ticket = null;
//clean start.
//LOCKDOWN...See if the id provided is actually valid and if the user has access.
if (!$errors && ($id = $_REQUEST['id'] ? $_REQUEST['id'] : $_POST['ticket_id']) && is_numeric($id)) {
$deptID = 0;
$ticket = new Ticket($id);
if (!$ticket or !$ticket->getDeptId()) {
$errors['err'] = _('Unknown ticket ID#') . $id;
} elseif (!$thisuser->isAdmin() && (!$thisuser->canAccessDept($ticket->getDeptId()) && $thisuser->getId() != $ticket->getStaffId())) {
$errors['err'] = _('Access denied. Contact admin if you believe this is in error.');
}
if (!$errors && $ticket->getId() == $id) {
$page = 'viewticket.inc.php';
}
//Default - view
} elseif (isset($_REQUEST['a']) && $_REQUEST['a'] == 'open') {
//TODO: Check perm here..
$page = 'newticket.inc.php';
}
//At this stage we know the access status. we can process the post.
if ($_POST && !$errors) {
if ($ticket && $ticket->getId()) {
$errors = array();
$lock = $ticket->getLock();
//Ticket lock if any
$statusKeys = array('open' => 'Open', 'Reopen' => 'Open', 'Close' => 'Closed');
switch (strtolower($_POST['a'])) {
/**
* Return total number of changes recorded for a specific ticket
*
* @param Ticket $ticket
* @return integer
*/
function countByTicket($ticket)
{
return (int) array_var(db_execute_one("SELECT COUNT(id) AS 'row_count' FROM " . TABLE_PREFIX . 'ticket_changes WHERE ticket_id = ?', $ticket->getId()), 'row_count');
}
$loginmsg = 'Excessive failed login attempts';
$errors['err'] = 'You\'ve reached maximum failed login attempts allowed. Try again later or <a href="open.php">open a new ticket</a>';
} else {
//Timeout is over.
//Reset the counter for next round of attempts after the timeout.
$_SESSION['_client']['laststrike'] = null;
$_SESSION['_client']['strikes'] = 0;
}
}
//See if we can fetch local ticket id associated with the ID given
if (!$errors && is_numeric($ticketID) && Validator::is_email($email) && ($tid = Ticket::getIdByExtId($ticketID))) {
//At this point we know the ticket is valid.
$ticket = new Ticket($tid);
//TODO: 1) Check how old the ticket is...3 months max?? 2) Must be the latest 5 tickets??
//Check the email given.
if ($ticket->getId() && strcasecmp($ticket->getEMail(), $email) == 0) {
//valid match...create session goodies for the client.
$user = new ClientSession($email, $ticket->getId());
$_SESSION['_client'] = array();
//clear.
$_SESSION['_client']['userID'] = $ticket->getEmail();
//Email
$_SESSION['_client']['key'] = $ticket->getExtId();
//Ticket ID --acts as password when used with email. See above.
$_SESSION['_client']['token'] = $user->getSessionToken();
$_SESSION['TZ_OFFSET'] = $cfg->getTZoffset();
$_SESSION['daylight'] = $cfg->observeDaylightSaving();
//Log login info...
$msg = sprintf("%s/%s logged in [%s]", $ticket->getEmail(), $ticket->getExtId(), $_SERVER['REMOTE_ADDR']);
Sys::log(LOG_DEBUG, 'User login', $msg);
//Redirect tickets.php
<?php
include '../../config.inc.php';
global $currentUser;
$response['success'] = false;
$errors = array();
if (empty($currentUser)) {
$errors[] = 'You must be logged in to perform this action.';
}
if (empty($_POST['message'])) {
$errors[] = 'Message is required';
}
if (empty($errors)) {
$ticket = new Ticket(array('issue_title' => $_POST['title'], 'description' => $_POST['message'], 'opened_by' => array('id' => $currentUser->getId()), 'category' => array('id' => 1), 'date_opened' => time()));
if ($ticket->add()) {
$response['success'] = true;
$response['tickets_id'] = $ticket->getId();
} else {
$response['error'] = "Adding the new ticket failed.";
}
} else {
$response['error'] = implode("<br />", $errors);
}
echo json_encode($response);
function lookup($id)
{
//Assuming local ID is the only lookup used!
return $id && is_numeric($id) && ($ticket = new Ticket($id)) && $ticket->getId() == $id ? $ticket : null;
}
static function prepareTicketUser(Ticket $ticket)
{
global $DB;
$query = "SELECT\n DISTINCT users_id, type\n FROM (\n SELECT usr.id as users_id, tu.type as type\n FROM `glpi_tickets_users` tu\n LEFT JOIN glpi_users usr\n ON tu.users_id = usr.id\n WHERE tu.`tickets_id` = " . $ticket->getId() . "\n \n UNION \n \n SELECT usr.id as users_id, gt.type as type\n FROM glpi_groups_tickets gt\n LEFT JOIN glpi_groups_users gu\n ON gu.groups_id = gt.groups_id\n LEFT JOIN glpi_users usr\n ON gu.users_id = usr.id\n WHERE gt.tickets_id = " . $ticket->getId() . "\n \n UNION \n \n SELECT usr.id as users_id, '2' as type\n FROM glpi_profiles prof\n LEFT JOIN glpi_profiles_users pu\n ON pu.profiles_id = prof.id\n LEFT JOIN glpi_users usr\n ON usr.id = pu.users_id\n LEFT JOIN glpi_profilerights pr\n ON pr.profiles_id = prof.id\n WHERE pr.name = 'ticket'\n AND pr.rights & " . Ticket::OWN . " = " . Ticket::OWN . "\n ) AS allactors\n WHERE type != " . CommonItilActor::OBSERVER . "\n GROUP BY users_id\n ORDER BY type DESC";
$res = $DB->query($query);
$ticket_users_keys = array();
while ($current_tu = $DB->fetch_assoc($res)) {
$ticket_users_keys[$current_tu['users_id']] = $current_tu['type'];
}
return $ticket_users_keys;
}
<?php
/**
* Migrates the client_id on tickets
*
* After I wrote the migration scripts, I found out I had forgot
* the client_id field. This script runs through all the tickets
* that had clients, and updates the tickets in the new system.
*
* @copyright 2012 City of Bloomington, Indiana
* @license http://www.gnu.org/licenses/agpl.txt GNU/AGPL, see LICENSE.txt
* @author Cliff Ingham <*****@*****.**>
*/
include '../../../configuration.inc';
// Connect to the old Mongo database
// Make sure to open up the mongo port (27017) in the firewall
$connection = new Mongo('mongodb://rogue.bloomington.in.gov');
$mongo = $connection->crm;
$result = $mongo->tickets->find(array('client_id' => array('$exists' => true)));
foreach ($result as $r) {
$client = new Client("{$r['client_id']}");
$ticket = new Ticket($r['number']);
$ticket->setClient($client);
$ticket->save();
echo "{$ticket->getId()}: {$ticket->getClient()->getName()}\n";
}
}
$instance_sub_table = new Table("cc_ticket_comment", "*");
foreach ($comments as $comment) {
if($comment->getViewed(2)) {
$instance_sub_table->Update_table($DBHandle, "viewed_admin = '0'", "id = '" . $comment->getId() . "'");
}
}
$smarty->display('main.tpl');
?>
<table class="epayment_conf_table">
<tr class="form_head">
<td ><font color="#FFFFFF"><?php echo gettext("TICKET: "); ?></font><font color="#FFFFFF"><b><?php echo $ticket->getTitle(); ?></b></font></td>
<td align="center" ><font color="#FFFFFF"><?php echo gettext("Number"); ?> : </font><font color="Red"> <?php echo $ticket->getId(); ?></font></td>
</tr>
<tr>
<td>
</td>
</tr>
<tr>
<td colspan="2">
<font style="font-weight:bold; " ><?php echo gettext("BY : "); ?></font> <?php echo $ticket->getCreatorname(); ?>
</td>
</tr>
<tr>
<td>
<font style="font-weight:bold; " ><?php echo gettext("PRIORITY : "); ?></font> <?php echo $ticket->getPriorityDisplay(); ?>
function convertToTicket(&$logged_user, &$error)
{
db_begin_work();
$ticket = new Ticket();
$ticket->setProjectId($this->getProjectId());
$ticket->setName($this->getName());
$ticket->setBody($this->getBody());
$ticket->setState($this->getState());
$ticket->setVisibility($this->getVisibility());
$ticket->setPriority($this->getPriority());
$ticket->setCommentsCount($this->getCommentsCount());
$ticket->setIsLocked($this->getIsLocked());
$ticket->setCreatedById($logged_user->getId());
$ticket->setCreatedByName($logged_user->getName());
$ticket->setCreatedByEmail($logged_user->getEmail());
if ($this->getType() == 'Page') {
$ticket->setMilestoneId($this->setMilestoneId());
}
$save = $ticket->save();
if ($save && !is_error($save)) {
db_commit();
$ticket->ready();
$link = mysql_connect(DB_HOST, DB_USER, DB_PASS);
mysql_select_db(DB_NAME);
$query = "update healingcrystals_project_objects set parent_id='" . $ticket->getId() . "', parent_type='Ticket' where parent_id='" . $this->getId() . "' and project_id='" . $this->getProjectId() . "' and type in ('Comment', 'Task')";
mysql_query($query);
$query = "update healingcrystals_project_objects set parent_id=null, parent_type=null where parent_id='" . $this->getId() . "' and project_id='" . $this->getProjectId() . "' and type not in ('Comment', 'Task')";
mysql_query($query);
if ($this->getType() == 'Milestone') {
$query = "update healingcrystals_project_objects set milestone_id=null where milestone_id='" . $this->getId() . "' and project_id='" . $this->getProjectId() . "'";
mysql_query($query);
}
$query = "select * from healingcrystals_assignments where object_id='" . $this->getId() . "'";
$result = mysql_query($query);
while ($entry = mysql_fetch_assoc($result)) {
$query = "insert into healingcrystals_assignments (user_id, object_id, is_owner) values ('" . $entry['user_id'] . "', '" . $ticket->getId() . "', '" . $entry['is_owner'] . "')";
mysql_query($query);
}
$query = "select * from healingcrystals_project_object_categories where object_id='" . $this->getId() . "'";
$result = mysql_query($query);
while ($entry = mysql_fetch_assoc($result)) {
$query = "insert ignore into healingcrystals_project_object_categories (object_id, category_id) values ('" . $ticket->getId() . "', '" . $entry['category_id'] . "')";
mysql_query($query);
}
mysql_close($link);
$this->moveToTrash();
return $ticket->getIntegerField1();
} else {
db_rollback();
$error = $save;
return '';
}
}
public function addTicket(Ticket $ticket)
{
if (array_key_exists($ticket->getId(), $this->tickets)) {
throw new Exception('Ticket of ID ' . $ticket->getId() . ' already exists');
} else {
$this->tickets[$ticket->getId()] = $ticket;
}
}
public static function generateSubject(Ticket $ticket)
{
return 'Re: [F1LAB-HLPDSK-' . $ticket->getId() . '] ' . $ticket->getName();
}
/**
* Update existing ticket
*
* @param void
* @return null
*/
function edit()
{
$mode = $_GET['mode'];
if (!empty($mode) and $mode == 'reminder_only_update_mode') {
$this->register_reminder_info($this->active_ticket->getId(), array('date' => dateval($_POST['reminder']), 'period' => $_POST['recurring_period'], 'type' => $_POST['recurring_period_type']));
$this->redirectToUrl($this->active_ticket->getViewUrl());
} else {
$this->wireframe->print_button = false;
if ($this->request->isApiCall() && !$this->request->isSubmitted()) {
$this->httpError(HTTP_ERR_BAD_REQUEST);
}
// ifs
if ($this->active_ticket->isNew()) {
$this->httpError(HTTP_ERR_NOT_FOUND);
}
// if
if (!$this->active_ticket->canEdit($this->logged_user)) {
$this->httpError(HTTP_ERR_FORBIDDEN);
}
// if
$ticket_data = $this->request->post('ticket');
if (!is_array($ticket_data)) {
$ticket_data = array('name' => $this->active_ticket->getName(), 'body' => $this->active_ticket->getBody(), 'visibility' => $this->active_ticket->getVisibility(), 'parent_id' => $this->active_ticket->getParentId(), 'milestone_id' => $this->active_ticket->getMilestoneId(), 'priority' => $this->active_ticket->getPriority(), 'assignees' => Assignments::findAssignmentDataByObject($this->active_ticket), 'tags' => $this->active_ticket->getTags(), 'due_on' => $this->active_ticket->getDueOn());
}
// if
//BOF:mod 20121116
$options = array();
$options[] = array('url' => 'javascript:convert_object_to_milestone(\'' . $this->active_ticket->getProjectId() . '\', \'' . $this->active_ticket->getId() . '\', \'' . $this->active_ticket->getType() . '\');', 'text' => 'Milestone');
$options[] = array('url' => 'javascript:convert_object_to_page(\'' . $this->active_ticket->getProjectId() . '\', \'' . $this->active_ticket->getId() . '\', \'' . $this->active_ticket->getType() . '\');', 'text' => 'Page');
$this->wireframe->addPageAction(lang('Convert To'), 'javascript://', $options);
//EOF:mod 20121116
$this->smarty->assign('ticket_data', $ticket_data);
$this->smarty->assign('reminder', $this->get_reminder_info($this->active_ticket->getId()));
//BOF:mod 13052011
$this->smarty->assign('ticket_id', $this->active_ticket->getId());
//EOF:mod 13052011
if ($this->request->isSubmitted()) {
if (!isset($ticket_data['assignees'])) {
$ticket_data['assignees'] = array(array(), 0);
}
// if
db_begin_work();
$this->active_ticket->setAttributes($ticket_data);
$save = $this->active_ticket->save();
if ($save && !is_error($save)) {
db_commit();
//BOF: mod
$this->active_ticket->register_departments(!empty($ticket_data['departments']) ? $ticket_data['departments'] : array());
$this->register_reminder_info($this->active_ticket->getId(), array('date' => dateval($ticket_data['reminder']), 'period' => $ticket_data['recurring_period'], 'type' => $ticket_data['recurring_period_type']));
//EOF: mod
$assignees_flag_data = $this->request->post('assignee');
$this->active_ticket->register_assignees_flag($assignees_flag_data);
//BOF:mod 13052011
//if ($ticket_data['flag_fyi'] || $ticket_data['flag_actionrequest']){
// $this->register_flag_fyi_actionrequest($ticket_data['flag_fyi'], $ticket_data['flag_actionrequest']);
//}
//EOF:mod 13052011
if ($ticket_data['new_team_id'] != $this->active_project->getId()) {
$link = mysql_connect(DB_HOST, DB_USER, DB_PASS);
mysql_select_db(DB_NAME);
$query = "select max(integer_field_1) as count from healingcrystals_project_objects where project_id='" . $ticket_data['new_team_id'] . "' and type='Ticket'";
$result = mysql_query($query, $link);
$cur_ticket_id = '1';
if (mysql_num_rows($result)) {
$info = mysql_fetch_assoc($result);
if ($info['count']) {
$cur_ticket_id = (int) $info['count'] + 1;
}
}
$query = "update healingcrystals_project_objects set project_id='" . $ticket_data['new_team_id'] . "', milestone_id=null, integer_field_1='" . $cur_ticket_id . "', updated_on=now(), updated_by_id='" . $this->logged_user->getId() . "' where id='" . $this->active_ticket->getId() . "' and project_id='" . $this->active_project->getId() . "'";
mysql_query($query);
$query = "update healingcrystals_project_objects set project_id='" . $ticket_data['new_team_id'] . "', milestone_id=null, updated_on=now(), updated_by_id='" . $this->logged_user->getId() . "' where parent_id='" . $this->active_ticket->getId() . "' and project_id='" . $this->active_project->getId() . "'";
mysql_query($query);
mysql_close($link);
$this->redirectToUrl(assemble_url('project_ticket', array('project_id' => $ticket_data['new_team_id'], 'ticket_id' => $cur_ticket_id)));
}
if ($this->request->getFormat() == FORMAT_HTML) {
flash_success('Ticket #:ticket_id has been updated', array('ticket_id' => $this->active_ticket->getTicketId()));
$this->redirectToUrl($this->active_ticket->getViewUrl());
} else {
$this->serveData($this->active_ticket, 'ticket');
}
// if
} else {
db_rollback();
if ($this->request->getFormat() == FORMAT_HTML) {
$this->smarty->assign('errors', $save);
} else {
$this->serveData($save);
}
// if
}
// if
}
// if
}
}
// Just ignore bad Resolutions
}
try {
$zend_db->insert('tickets', $data);
} catch (Exception $e) {
// Just log the problem tickets and move on
// We'll need to check the log once we're done
echo "Ticket save failed: {$e->getMessage()}\n";
fwrite($TICKET_FAILURE_LOG, $e->getMessage() . "\n");
fwrite($TICKET_FAILURE_LOG, print_r($data, true));
fwrite($TICKET_FAILURE_LOG, print_r($r, true));
continue;
}
$ticket = new Ticket($data['id']);
$ticketCount++;
echo "[{$ticketCount}] Ticket: {$ticket->getId()} ";
if (isset($r['history'])) {
foreach ($r['history'] as $h) {
createHistory($ticket, $h);
}
}
echo "Issues";
$count = 0;
foreach ($r['issues'] as $i) {
$issue = new Issue();
$issue->setTicket($ticket);
if (!empty($i['contactMethod'])) {
handleContactMethod($issue, $i, 'contactMethod');
}
if (!empty($i['responseMethod'])) {
handleContactMethod($issue, $i, 'responseMethod');
$person = new Person($row2['username']);
$history->setEnteredByPerson($person);
$history->setActionPerson($person);
$ticket->updateHistory($history);
}
//
// responses go in issueHistory
//
$sql = "select r.date as date,r.notes as notes,\n u.username as username, c.name as contactMethod\n\t\tfrom responses r\n left join referrals rf on r.referral_id = rf.id\n left join users u on r.user_id = u.id\n left join contactMethods c on r.contactMethod_id = c.id\n\t\twhere rf.request_id=" . $row['id'];
$result2 = $pdo->query($sql);
while ($result2 && ($row2 = $result2->fetch(PDO::FETCH_ASSOC))) {
$history = new History();
$history->setAction('response');
$history->setEnteredDate($row2['date']);
$history->setActionDate($row2['date']);
$history->setNotes($row2['notes']);
$person = new Person($row2['username']);
$history->setEnteredByPerson($person);
$history->setActionPerson($person);
$ticket->updateHistory($history);
}
try {
$ticket->save();
echo $ticket->getId() . " {$cnt}\n";
$cnt++;
} catch (Exception $e) {
echo $e->getMessage() . "\n";
print_r($e);
exit;
}
}
$instance_sub_table->Update_table($DBHandle, "viewed_agent = '0'", "id = '" . $comment->getId() . "'");
}
}
$smarty->display('main.tpl');
?>
<table class="epayment_conf_table">
<tr class="form_head">
<td ><font color="#FFFFFF"><?php
echo gettext("TICKET: ");
?>
</font><font color="#FFFFFF"><b><?php
echo $ticket->getTitle();
?>
</b></font></td>
<td align="center" ><font color="#FFFFFF">Number : </font><font color="Red"> <?php
echo $ticket->getId();
?>
</font></td>
</tr>
<tr>
<td>
</td>
</tr>
<tr>
<td colspan="2">
<font style="font-weight:bold; " ><?php
echo gettext("BY : ");
?>
</font> <?php
echo $ticket->getCreatorname();
<?php
/**
* This runs through all the tickets and calls the validation function
* for each one. Any bad tickets will be reported.
*
* @copyright 2013 City of Bloomington, Indiana
* @license http://www.gnu.org/licenses/agpl.txt GNU/AGPL, see LICENSE.txt
* @author Cliff Ingham <*****@*****.**>
*/
include '../configuration.inc';
$sql = 'select * from tickets';
$zend_db = Database::getConnection();
$query = $zend_db->query($sql);
while ($row = $query->fetch()) {
$ticket = new Ticket($row);
try {
$ticket->validate();
} catch (Exception $e) {
echo "Ticket {$ticket->getId()} fails validation: {$e->getMessage()}\n";
}
}
