public function _new()
{
parent::_new();
$ticket = $this->_uses[$this->modeltype];
if (isset($this->_data['originator_company_id'])) {
$company = new Company();
$company->load($this->_data['originator_company_id']);
$this->view->set('originator_company', $company->name);
$this->view->set('people', $company->getPeople());
$this->view->set('email', Ticket::getCompanyEmail($this->_data['originator_company_id']));
} else {
$company = new Systemcompany();
$company->load(EGS_COMPANY_ID);
$this->view->set('originator_company', $company->company);
$this->view->set('people', $company->systemcompany->getPeople());
}
$ticketreleaseversion = new TicketReleaseVersion();
$releaseversion_cc = new ConstraintChain();
$releaseversion_cc->add(new Constraint('status', '<>', $ticketreleaseversion->releasedStatus()));
if (!$ticket->isLoaded()) {
$defaults = new TicketConfiguration();
if (isset($this->_data['originator_company_id'])) {
$cc = new ConstraintChain();
$cc->add(new Constraint('company_id', '=', $this->_data['originator_company_id']));
$defaults->loadBy($cc);
}
if (!$defaults->isLoaded()) {
$cc = new ConstraintChain();
$cc->add(new Constraint('company_id', '=', EGS_COMPANY_ID));
$defaults->loadBy($cc);
}
if ($defaults->isLoaded()) {
$this->view->set('client_ticket_status_default', $defaults->client_ticket_status_id);
$this->view->set('internal_ticket_status_default', $defaults->internal_ticket_status_id);
$this->view->set('ticket_queue_default', $defaults->ticket_queue_id);
$this->view->set('ticket_category_default', $defaults->ticket_category_id);
$this->view->set('client_ticket_severity_default', $defaults->client_ticket_severity_id);
$this->view->set('internal_ticket_severity_default', $defaults->internal_ticket_severity_id);
$this->view->set('client_ticket_priority_default', $defaults->client_ticket_priority_id);
$this->view->set('internal_ticket_priority_default', $defaults->internal_ticket_priority_id);
}
}
if (!empty($this->_data['ticket_release_version_id'])) {
$ticket->ticket_release_version_id = $this->_data['ticket_release_version_id'];
}
if (!is_null($ticket->ticket_release_version_id)) {
$releaseversion_cc->add(new Constraint('id', '=', $ticket->ticket_release_version_id), 'OR');
}
$ticket->belongsTo['release_version']['cc'] = $releaseversion_cc;
}
public function save()
{
// Fill client hidden sections
$user = new User();
$person = new Person();
$user->load(EGS_USERNAME);
if (!is_null($user->person_id)) {
$person->load($user->person_id);
}
// Is this quick entry?
if ($this->_data['TicketResponse']['type'] == 'quick') {
$this->_data['TicketResponse']['type'] = 'site';
$config = new TicketConfigurationCollection(new TicketConfiguration());
$sh = new SearchHandler($config);
$sh->AddConstraint(new Constraint('usercompanyid', '=', EGS_COMPANY_ID));
$config->load($sh);
$config = $config->getContents();
if (count($config) !== 1) {
// Make one.
$newConfig['usercompanyid'] = EGS_COMPANY_ID;
$priority = self::findDefault(new TicketPriorityCollection(new TicketPriority()));
$newConfig['client_ticket_priority_default'] = $priority->id;
$newConfig['internal_ticket_priority_default'] = $priority->id;
$severity = self::findDefault(new TicketSeverityCollection(new TicketSeverity()));
$newConfig['client_ticket_severity_default'] = $severity->id;
$newConfig['internal_ticket_severity_default'] = $severity->id;
$queue = self::findDefault(new TicketQueueCollection(new TicketQueue()));
$newConfig['ticket_queue_default'] = $queue->id;
$category = self::findDefault(new TicketCategoryCollection(new TicketCategory()));
$newConfig['ticket_category_default'] = $category->id;
$status = self::findDefault(new TicketStatusCollection(new TicketStatus()));
$newConfig['client_ticket_status_default'] = $status->id;
$newConfig['internal_ticket_status_default'] = $status->id;
$config = TicketConfiguration::Factory($newConfig);
} else {
$config = $config[0];
}
$this->_data['Ticket']['client_ticket_priority_id'] = $config->client_ticket_priority_default;
$this->_data['Ticket']['ticket_queue_id'] = $config->ticket_queue_default;
}
$this->_data['Ticket']['originator_person_id'] = $user->username;
$this->_data['Ticket']['originator_company_id'] = $user->lastcompanylogin;
$this->_data['Ticket']['internal_ticket_severity_id'] = $this->_data['Ticket']['client_ticket_severity_id'];
$this->_data['Ticket']['internal_ticket_priority_id'] = $this->_data['Ticket']['client_ticket_priority_id'];
if (!isset($this->_data['Ticket']['id'])) {
// Force 'new' status initialy
$ts = new TicketStatusCollection(new TicketStatus());
$sh = new SearchHandler($ts);
$sh->addConstraint(new Constraint('usercompanyid', '=', EGS_COMPANY_ID));
$sh->addConstraint(new Constraint('status_code', '=', 'NEW'));
$ts->load($sh);
$statuses = $ts->getContents();
$status = $statuses[0];
// Should only ever be one status, this should be regulated by earlier validation
$this->_data['Ticket']['client_ticket_status_id'] = $status->id;
$this->_data['Ticket']['internal_ticket_status_id'] = $status->id;
}
if (isset($this->_data['Ticket']['id'])) {
$originalTicket = new Ticket();
$originalTicket->load($this->_data['Ticket']['id']);
$changes = array(array('param' => 'client_ticket_status_id', 'friendly' => 'Status', 'object' => 'TicketStatus'), array('param' => 'client_ticket_priority_id', 'friendly' => 'Priority', 'object' => 'TicketPriority'), array('param' => 'client_ticket_severity_id', 'friendly' => 'Severity', 'object' => 'TicketSeverity'), array('param' => 'ticket_queue_id', 'friendly' => 'Queue', 'object' => 'TicketQueue'));
$changeText = array();
foreach ($changes as $change) {
if ($this->_data['Ticket'][$change['param']] != $originalTicket->{$change}['param']) {
$was = new $change['object']();
$now = new $change['object']();
$was->load($originalTicket->{$change}['param']);
$now->load($this->_data['Ticket'][$change['param']]);
$changeText[] = $change['friendly'] . ': was ' . $was->name . ' now ' . $now->name . '.';
}
}
if (count($changeText) > 0) {
$errors = array();
$ticketResponse = TicketResponse::Factory(array('ticket_id' => $this->_data['Ticket']['id'], 'internal' => 'false', 'body' => implode("\n", $changeText), 'type' => 'status', 'owner' => EGS_USERNAME), $errors, 'TicketResponse');
$ticketResponse->save();
$queue = new TicketQueue();
$queue->load($originalTicket->ticket_queue_id);
// Send mail
$headers = array('From' => $queue->email_address);
$header_string = "";
foreach ($headers as $header => $value) {
$header_string .= $header . ': ' . $value . "\r\n";
}
$body = TicketingUtils::StatusPlate($originalTicket) . implode("\n", $changeText);
$recipients = TicketingUtils::GetRecipients($originalTicket);
foreach ($recipients as $recipient) {
mail($recipient, 're: [' . $originalTicket->ticket_queue_id . '-' . $originalTicket->id . '] ' . $originalTicket->summary, $body, $header_string);
}
}
}
parent::save('Ticket');
$ticket_id = $this->_data['id'];
$this->_data['Ticket']['id'] = $this->_data['id'];
if (isset($this->_data['id'])) {
$this->_data['TicketResponse']['ticket_id'] = $ticket_id;
parent::save('TicketResponse');
}
sendTo('Client', 'view', array('ticketing'), array('id' => $ticket_id));
}
private function newRequest(&$data = array(), &$errors = array())
{
$config = new TicketConfiguration();
$companyid = $data['Ticket']['originator_company_id'];
if (!empty($companyid)) {
$cc = new ConstraintChain();
$cc->add(new Constraint('company_id', '=', $companyid));
$config->loadBy($cc);
}
if (!$config->isLoaded()) {
$sc = new Systemcompany();
$sc->load($data['Ticket']['usercompanyid']);
if ($sc->isLoaded()) {
$cc = new ConstraintChain();
$cc->add(new Constraint('company_id', '=', $sc->company_id));
$config->loadBy($cc);
}
}
if ($config->isLoaded()) {
$data['Ticket']['ticket_category_id'] = $config->ticket_category_id;
$data['Ticket']['ticket_queue_id'] = $config->ticket_queue_id;
$data['Ticket']['client_ticket_priority_id'] = $config->client_ticket_priority_id;
$data['Ticket']['internal_ticket_priority_id'] = $config->internal_ticket_priority_id;
$data['Ticket']['client_ticket_severity_id'] = $config->client_ticket_severity_id;
$data['Ticket']['internal_ticket_severity_id'] = $config->internal_ticket_severity_id;
$data['Ticket']['client_ticket_status_id'] = $config->client_ticket_status_id;
$data['Ticket']['internal_ticket_status_id'] = $config->internal_ticket_status_id;
} else {
// 'TicketCategory' - get default
$data['Ticket']['ticket_category_id'] = self::getDefault(new TicketCategory());
// 'TicketQueue' - get default
$data['Ticket']['ticket_queue_id'] = self::getDefault(new TicketQueue());
// 'TicketPriority' - get default
$priority = self::getDefault(new TicketPriority());
$data['Ticket']['client_ticket_priority_id'] = $priority;
$data['Ticket']['internal_ticket_priority_id'] = $priority;
// 'TicketSeverity' - get default
$severity = self::getDefault(new TicketSeverity());
$data['Ticket']['client_ticket_severity_id'] = $severity;
$data['Ticket']['internal_ticket_severity_id'] = $severity;
// 'TicketStatus' - get default
$status = self::getDefault(new TicketStatus());
$data['Ticket']['client_ticket_status_id'] = $status;
$data['Ticket']['internal_ticket_status_id'] = $status;
}
// 'User' - get default assigned to/raised by
$data['Ticket']['assigned_to'] = '';
$data['Ticket']['raised_by'] = '';
// 'Person' - get name of person making request
$data['Ticket']['originator_person_id'] = '';
$db = DB::Instance();
$db->StartTrans();
$ticket = DataObject::Factory($data['Ticket'], $errors, new Ticket());
if (count($errors) == 0 && !$ticket->save()) {
$errors[] = $db->ErrorMsg();
$errors[] = 'Error saving Ticket';
$db->FailTrans();
}
if (count($errors) == 0) {
$data['TicketResponse']['ticket_id'] = $ticket->id;
if (!self::saveResponse($data, $errors)) {
$errors[] = $db->ErrorMsg();
$db->FailTrans();
}
}
if (count($errors) == 0 && count($data['attachments']) > 0) {
if (!self::saveAttachments($data, $db, $errors)) {
$errors[] = $db->ErrorMsg();
$db->FailTrans();
}
}
$db->CompleteTrans();
// Build the response.
if (count($errors) === 0) {
self::emailConfirmation($ticket, $data);
$data['message'] = 'This ticket has been assigned to you.';
self::notifyQueueOwner($ticket, $data);
}
return;
}
