public function load_by_network_key($network_key, $ticket, $type, $debug = false)
{
switch ($type) {
case 'ticket':
$existing = shub_get_single('shub_message', 'network_key', $network_key);
if ($existing) {
// load it up.
$this->load($existing['shub_message_id']);
}
if ($ticket && isset($ticket['ticket_id']) && $ticket['ticket_id'] == $network_key) {
// get the messages from the API
$api = $this->account->get_api();
$api_result = $api->api('ticket', 'message', array('ticket_ids' => $network_key));
if ($api_result && isset($api_result['tickets'][$network_key]) && count($api_result['tickets'][$network_key])) {
//print_r($api_result);
if (isset($ticket['staff']) && !empty($ticket['staff']['email'])) {
$ticket['reply_from_shub_user_id'] = $this->account->get_api_user_to_id($ticket['staff']);
}
$all_comments = $api_result['tickets'][$network_key];
$comments = array();
foreach ($all_comments as $comment_id => $comment) {
if (isset($comment['cache']) && $comment['cache'] == 'autoreply' || isset($comment['message_type_id']) && $comment['message_type_id'] == 3) {
// this is an auto reply, don't bother importing it into the system here
} else {
$comment['id'] = $comment['ticket_message_id'];
$comment['shub_user_id'] = $this->account->get_api_user_to_id($comment['user']);
$comment['timestamp'] = $comment['message_time'];
$comments[] = $comment;
}
}
if (!$existing) {
$this->create_new();
}
$this->update('shub_account_id', $this->account->get('shub_account_id'));
$this->update('shub_item_id', $this->item->get('shub_item_id'));
// create/update a user entry for this comments.
$shub_user_id = $this->account->get_api_user_to_id($ticket['user']);
$this->update('shub_user_id', $shub_user_id);
$this->update('title', $ticket['subject']);
// latest comment goes in summary
$this->update('summary', $comments[count($comments) - 1]['content']);
$this->update('last_active', $ticket['last_message_timestamp']);
$this->update('shub_type', $type);
$this->update('shub_data', $ticket);
$this->update('shub_link', $ticket['url']);
$this->update('network_key', $network_key);
if ($this->get('shub_status') != _shub_MESSAGE_STATUS_HIDDEN) {
// we have to decide if we're updating the message status from answered to unanswered.
// if this message status is already answered and the existing comment count matches the new comment count then we don't update the status
// this is because we insert a placeholder "comment" into the db while the API does the push, and when we read again a few minutes later it overwrites this placeholder comment, so really it's not a new comment coming in just the one we posted through the API that takes a while to come back through.
if ($this->get('shub_status') == _shub_MESSAGE_STATUS_ANSWERED && count($comments) == count($this->get_comments())) {
// don't do anything
} else {
// comment count is different
$this->update('shub_status', _shub_MESSAGE_STATUS_UNANSWERED);
}
}
$this->update('comments', $comments);
// add the extra fields from UCM into the ticket.
if (!empty($ticket['extra']) && is_array($ticket['extra'])) {
foreach ($ticket['extra'] as $extra_key => $extra_val) {
$extra_val = trim($extra_val);
if (strlen($extra_val)) {
// add this one into the system.
$ExtraField = new SupportHubExtra();
if (!$ExtraField->load_by('extra_name', $extra_key)) {
$ExtraField->create_new();
$ExtraField->update('extra_name', $extra_key);
}
$ExtraField->save_and_link(array('extra_value' => $extra_val), 'ucm', $this->account->get('shub_account_id'), $this->get('shub_message_id'), $shub_user_id);
}
}
}
}
return $this->get('shub_message_id');
}
break;
}
return false;
}
