function fetchFromZendesk()
{
$GLOBALS['log']->error("Refetch ticket " . $this->nice_id);
$this->initGroups();
if (!empty($this->nice_id)) {
$xml = $this->connection->get('tickets/' . $this->nice_id . '/events');
$comments = new SimpleXMLElement($xml);
$this->comments = array();
foreach ($comments->comment as $comment) {
$this->comments[] = array('author_id' => $comment->{'author-id'}, 'created_at' => strftime('%F %T', strtotime($comment->{'created-at'})), 'is_public' => $comment->{'is-public'} == 'true', 'type' => $comment->type, 'value' => str_replace(array("\r\n", "\n", "\r"), '<br/>', $comment->value), 'author_name' => $comment->author->name, 'author_email' => $comment->author->email, 'author_photo_url' => str_replace('http://', 'https://', $comment->author->{'photo-url'}));
$this->users[(int) $comment->{'author-id'}] = $comment->author->name;
}
$xml = $this->connection->get(ZENDESK_TICKETS, array('id' => $this->nice_id));
$ticket = new SimpleXMLElement($xml);
$this->subject = $ticket->subject;
$this->name = '#' . $this->nice_id . ' \'' . $this->subject . '\'';
$this->description = $ticket->description;
$this->tags = $ticket->{'current-tags'};
$this->cc_list = $ticket->{'current-collaborators'};
$this->score = $ticket->score;
$this->status = (int) $ticket->{'status-id'};
$this->type = (int) $ticket->{'ticket-type-id'};
$this->priority = (int) $ticket->{'priority-id'};
$this->via = (int) $ticket->{'via-id'};
$this->group_id = (int) $ticket->{'group-id'};
$this->group_name = $this->groups[$this->group_id]['name'];
$this->organization_id = (int) $ticket->{'organization-id'};
$this->organization_name = $this->getOrganizationName($this->organization_id);
$this->requester_id = (int) $ticket->{'requester-id'};
$this->requester_name = array_key_exists($this->requester_id, $this->users) ? $this->users[$this->requester_id] : $this->requester_id;
$this->assignee_id = (int) $ticket->{'assignee-id'};
$this->assignee_name = array_key_exists($this->assignee_id, $this->users) ? $this->users[$this->assignee_id] : $this->assignee_id;
$this->created_at = strftime('%F %T', strtotime($ticket->{'created-at'}));
$this->updated_at = strftime('%F %T', strtotime($ticket->{'updated-at'}));
$this->assigned_at = $ticket->{'initially-assigned-at'} != '' ? strftime('%F %T', strtotime($ticket->{'initially-assigned-at'})) : null;
$this->solved_at = $ticket->{'solved-at'} != '' ? strftime('%F %T', strtotime($ticket->{'solved-at'})) : null;
$this->due_date = $this->type == 4 ? strftime('%F', strtotime($ticket->{'due-date'})) : null;
$this->initFields();
foreach ($ticket->{'ticket-field-entries'}->{'ticket-field-entry'} as $customfield) {
$field_id = (int) $customfield->{'ticket-field-id'};
if (array_key_exists($field_id, $this->fields)) {
$this->fields[$field_id]['value'] = $customfield->value;
if (array_key_exists('options', $this->fields[$field_id])) {
$this->fields[$field_id]['display'] = $this->fields[$field_id]['options'][(string) $customfield->value];
} else {
$this->fields[$field_id]['display'] = preg_replace('/\\n/', '<br/>', (string) $customfield->value);
}
}
}
$perm = $ticket->permissions;
if ($perm) {
$this->can_update = $perm->{'can-update-ticket'} == 'true';
$this->can_edit_tags = $perm->{'can-edit-ticket-tags'} == 'true';
//$this->can_comment = ($perm->{'can-make-comments'} == 'true');
$this->can_comment = true;
$this->can_public_comment = $perm->{'can-make-public-comments'} == 'true';
} else {
$this->can_update = true;
$this->can_edit_tags = true;
$this->can_comment = true;
$this->can_public_comment = true;
}
parent::save(false);
}
}
private function retrieveTickets()
{
$tickets = array();
try {
$xml = $this->connection->get(ZENDESK_SEARCH, array('query' => array('query' => $this->getZendeskQuery(), 'per_page' => $this->per_page, 'page' => $this->page, 'sort' => $this->sort, 'order_by' => $this->order_by)));
} catch (Exception $e) {
if ($e->getMessage() == "Query too long") {
$this->error_message = "Cannot display ticket information as there are too many contacts to search. Please set \"Zendesk Organization\" for this account.";
} else {
$this->error_message = $e->getMessage();
}
return $tickets;
}
if ($xml === false) {
$this->error_message = "Could not connect to Zendesk " . $this->connection->url() . " using " . $this->connection->username;
} else {
libxml_use_internal_errors(true);
try {
$results = new SimpleXMLElement($xml);
} catch (Exception $e) {
$this->error_message = "Unrecognized response from Zendesk " . $this->connection->url();
}
if ($this->error_message == null) {
$this->result_count = $results->attributes()->count;
$this->pages = ceil($this->result_count / $this->per_page);
foreach ($results->record as $result) {
$nice_id = $result->{'nice-id'};
$ticket = new zd_Tickets_sugar();
$ticket->retrieve_by_string_fields(array('nice_id' => $nice_id));
$ticket->nice_id = $nice_id;
$ticket->subject = $result->subject;
$ticket->status = (int) $result->{'status-id'};
$ticket->type = (int) $result->{'ticket-type-id'};
$ticket->priority = (int) $result->{'priority-id'};
$ticket->created_at = strftime('%F %T', strtotime($result->{'created-at'}));
$ticket->updated_at = strftime('%F %T', strtotime($result->{'updated-at'}));
$ticket->description = $result->description;
$ticket->save();
$tickets[] = $ticket;
}
}
}
return $tickets;
}