예제 #1
0
 function UpdateLastParamsN($ticketID, $dateType, $recalculateSupportDeadline = true, $setReopenDefault = true)
 {
     $err_mess = CAllTicket::err_mess() . "<br>Function: UpdateLastParamsN<br>Line: ";
     global $DB, $USER;
     $ticketID = intval($ticketID);
     if ($ticketID <= 0) {
         return;
     }
     $arSupportTeam = CTicket::GetSupportTeamAndAdminUsers();
     $arFields = array("LAST_MESSAGE_DATE" => "null", "LAST_MESSAGE_USER_ID" => "null", "LAST_MESSAGE_GUEST_ID" => "null", "LAST_MESSAGE_SID" => "null", "D_1_USER_M_AFTER_SUP_M" => "null", "ID_1_USER_M_AFTER_SUP_M" => "null", "LAST_MESSAGE_BY_SUPPORT_TEAM" => "'Y'");
     if ($setReopenDefault) {
         $arFields["REOPEN"] = "'N'";
     }
     $DB->StartUsingMasterOnly();
     $strSql = "\n\t\t\tSELECT\n\t\t\t\tT.ID,\n\t\t\t\tT.SLA_ID,\n\t\t\t\tT.DATE_CLOSE,\n\t\t\t\t" . $DB->DateToCharFunction("T.DEADLINE_SOURCE_DATE", "FULL") . " DEADLINE_SOURCE_DATE,\n\t\t\t\t" . $DB->DateToCharFunction("T.D_1_USER_M_AFTER_SUP_M", "FULL") . " DATE_OLD,\n\t\t\t\tT.IS_OVERDUE,\n\t\t\t\tSLA.RESPONSE_TIME_UNIT,\n\t\t\t\tSLA.RESPONSE_TIME,\n\t\t\t\tSLA.NOTICE_TIME_UNIT,\n\t\t\t\tSLA.NOTICE_TIME\n\t\t\tFROM\n\t\t\t\tb_ticket T\n\t\t\t\tINNER JOIN b_ticket_sla SLA\n\t\t\t\t\tON T.SLA_ID = SLA.ID\n\t\t\t\t\t\tAND T.ID = {$ticketID}\n\t\t\t";
     $rs = $DB->Query($strSql, false, $err_mess . __LINE__);
     $arTicket = $rs->Fetch();
     if (!$arTicket) {
         $DB->StopUsingMasterOnly();
         return;
     }
     $arMessagesAll = array();
     $arLastMess = null;
     $arFirstUserMessAfterSupportMess = null;
     $allTime = 0;
     $messages = 0;
     $messAfterSupportMess = true;
     $strSql = "\n\t\t\tSELECT\n\t\t\t\tID,\n\t\t\t\t" . $DB->DateToCharFunction("DATE_CREATE", "FULL") . " DATE_CREATE,\n\t\t\t\tOWNER_USER_ID,\n\t\t\t\tOWNER_GUEST_ID,\n\t\t\t\tOWNER_SID,\n\t\t\t\tTASK_TIME,\n\t\t\t\tIS_OVERDUE,\n\t\t\t\tIS_HIDDEN,\n\t\t\t\tNOT_CHANGE_STATUS\n\t\t\tFROM\n\t\t\t\tb_ticket_message\n\t\t\tWHERE\n\t\t\t\tTICKET_ID={$ticketID}\n\t\t\tAND(NOT(IS_LOG='Y'))\n\t\t\tORDER BY\n\t\t\t\tC_NUMBER\n\t\t\t";
     //NOT_CHANGE_STATUS
     //IS_HIDDEN
     //IS_OVERDUE
     $rs = $DB->Query($strSql, false, $err_mess . __LINE__);
     $DB->StopUsingMasterOnly();
     while ($arM = $rs->Fetch()) {
         $arMessagesAll[] = $arM;
         if ($arM["IS_OVERDUE"] !== 'Y') {
             if ($arM["IS_HIDDEN"] !== 'Y') {
                 if ($arM["NOT_CHANGE_STATUS"] !== 'Y') {
                     $arLastMess = $arM;
                 }
                 $messages++;
             }
             $allTime += intval($arM["TASK_TIME"]);
         }
         if ($arM["IS_HIDDEN"] !== 'Y' && $arM["NOT_CHANGE_STATUS"] !== 'Y') {
             if (in_array(intval($arM["OWNER_USER_ID"]), $arSupportTeam)) {
                 $arFirstUserMessAfterSupportMess = null;
                 $messAfterSupportMess = true;
             } elseif ($messAfterSupportMess) {
                 $arFirstUserMessAfterSupportMess = $arM;
                 $messAfterSupportMess = false;
             }
         }
     }
     if ($arLastMess !== null) {
         $arFields["LAST_MESSAGE_USER_ID"] = $arLastMess["OWNER_USER_ID"];
         //if ($changeLastMessageDate)
         //{
         $arFields["LAST_MESSAGE_DATE"] = $DB->CharToDateFunction($arLastMess["DATE_CREATE"]);
         //}
         $arFields["LAST_MESSAGE_GUEST_ID"] = intval($arLastMess["OWNER_GUEST_ID"]);
         $arFields["LAST_MESSAGE_SID"] = "'" . $DB->ForSql($arLastMess["OWNER_SID"], 255) . "'";
     }
     $arFields["MESSAGES"] = $messages;
     $arFields["PROBLEM_TIME"] = $allTime;
     if ($arFirstUserMessAfterSupportMess !== null) {
         $arFields["D_1_USER_M_AFTER_SUP_M"] = $DB->CharToDateFunction($arFirstUserMessAfterSupportMess["DATE_CREATE"]);
         $arFields["ID_1_USER_M_AFTER_SUP_M"] = intval($arFirstUserMessAfterSupportMess["ID"]);
         $arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] = "'N'";
     }
     if (is_array($dateType["EVENT"]) && in_array(CTicket::REOPEN, $dateType["EVENT"])) {
         $arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime(time() + CTimeZone::GetOffset(), "FULL"));
     } elseif ($arTicket["IS_OVERDUE"] == "Y") {
         $recalculateSupportDeadline = false;
     }
     $recalculateSupportDeadline = $recalculateSupportDeadline && intval($arTicket["DATE_CLOSE"]) <= 0 && $arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] == "'N'";
     if (!$recalculateSupportDeadline) {
         if ($arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] == "'Y'" || intval($arTicket["DATE_CLOSE"]) > 0) {
             $arFields["SUPPORT_DEADLINE_NOTIFY"] = "null";
             $arFields["SUPPORT_DEADLINE"] = "null";
             $arFields["IS_OVERDUE"] = "'N'";
             $arFields["IS_NOTIFIED"] = "'N'";
         }
     }
     $DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
     if ($recalculateSupportDeadline) {
         $arTicket["M_ID"] = $arFirstUserMessAfterSupportMess["ID"];
         $arTicket["D_1_USER_M_AFTER_SUP_M"] = $arFirstUserMessAfterSupportMess["DATE_CREATE"];
         CTicketReminder::RecalculateSupportDeadlineForOneTicket($arTicket, $arFields, $dateType);
     }
     /*
     LAST_MESSAGE_DATE
     LAST_MESSAGE_USER_ID
     LAST_MESSAGE_GUEST_ID
     LAST_MESSAGE_SID
     MESSAGES
     REOPEN
     PROBLEM_TIME
     D_1_USER_M_AFTER_SUP_M
     ID_1_USER_M_AFTER_SUP_M
     LAST_MESSAGE_BY_SUPPORT_TEAM
     
     DEADLINE_SOURCE_DATE
     SUPPORT_DEADLINE_NOTIFY
     SUPPORT_DEADLINE
     IS_OVERDUE
     IS_NOTIFIED
     */
 }
예제 #2
0
 function UpdateLastParams2($ticketID, $dateType)
 {
     global $DB;
     $strUsers = implode(",", CTicket::GetSupportTeamAndAdminUsers());
     $err_mess = CAllTicket::err_mess() . "<br>Function: UpdateLastParams2<br>Line: ";
     $arFields = array();
     $arFields["D_1_USER_M_AFTER_SUP_M"] = "null";
     $arFields["ID_1_USER_M_AFTER_SUP_M"] = "null";
     $arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] = "'Y'";
     $arFields["SUPPORT_DEADLINE_NOTIFY"] = "null";
     $arFields["SUPPORT_DEADLINE"] = "null";
     $arFields["IS_OVERDUE"] = "'N'";
     $arFields["IS_NOTIFIED"] = "'N'";
     // Get last support response
     $M_ID = 0;
     $strSql = "\n\t\t\tSELECT\n\t\t\t\tT.ID ID,\n\t\t\t\tMAX(TM.ID) M_ID\n\t\t\tFROM\n\t\t\t\tb_ticket T\n\t\t\t\tINNER JOIN b_ticket_message TM\n\t\t\t\t\tON T.ID = TM.TICKET_ID\n\t\t\t\t\t\tAND T.ID = {$ticketID}\n\t\t\t\t\t\tAND (TM.IS_LOG='N' OR TM.IS_LOG IS NULL OR " . $DB->Length("TM.IS_LOG") . " <= 0)\n\t\t\t\t\t\tAND TM.OWNER_USER_ID IN({$strUsers})\n\t\t\t\t\n\t\t\tGROUP BY\n\t\t\t\tT.ID";
     $rs = $DB->Query($strSql, false, $err_mess . __LINE__);
     if ($arrRs = $rs->Fetch()) {
         if (intval($arrRs["M_ID"]) > 0) {
             $M_ID = intval($arrRs["M_ID"]);
         }
     }
     // Get first user request after last support response
     $strSql = "\n\t\t\tSELECT\n\t\t\t\tT.SLA_ID,\n\t\t\t\tT.DATE_CLOSE,\n\t\t\t\tSLA.RESPONSE_TIME_UNIT,\n\t\t\t\tSLA.RESPONSE_TIME,\n\t\t\t\tSLA.NOTICE_TIME_UNIT,\n\t\t\t\tSLA.NOTICE_TIME,\n\t\t\t\tPZ2.M_ID,\n\t\t\t\tPZ2.D_1_USER_M_AFTER_SUP_M,\n\t\t\t\t" . $DB->DateToCharFunction("T.D_1_USER_M_AFTER_SUP_M", "FULL") . " DATE_OLD\n\t\t\tFROM\n\t\t\t\tb_ticket T\n\t\t\t\tINNER JOIN b_ticket_sla SLA\n\t\t\t\t\tON T.SLA_ID = SLA.ID\n\t\t\t\t\t\tAND T.ID = {$ticketID}\n\t\t\t\tLEFT JOIN (SELECT\n\t\t\t\t\tTM.ID M_ID,\n\t\t\t\t\tTM.TICKET_ID,\n\t\t\t\t\t" . $DB->DateToCharFunction("TM.DATE_CREATE", "FULL") . " D_1_USER_M_AFTER_SUP_M\n\t\t\t\tFROM\n\t\t\t\t\tb_ticket_message TM\n\t\t\t\t\tINNER JOIN (SELECT\n\t\t\t\t\t\t\tT.ID ID,\n\t\t\t\t\t\t\tMIN(TM.ID) M_ID\n\t\t\t\t\t\tFROM\n\t\t\t\t\t\t\tb_ticket T\n\t\t\t\t\t\t\tINNER JOIN b_ticket_message TM\n\t\t\t\t\t\t\t\tON T.ID = TM.TICKET_ID\n\t\t\t\t\t\t\t\tAND T.ID = {$ticketID}\n\t\t\t\t\t\t\t\tAND (NOT(TM.IS_LOG='Y'))\n\t\t\t\t\t\t\t\tAND TM.ID > {$M_ID}\n\t\t\t\t\t\t\t\n\t\t\t\t\t\tGROUP BY\n\t\t\t\t\t\t\tT.ID) PZ\n\t\t\t\t\t\tON TM.ID = PZ.M_ID) PZ2\n\t\t\t\t\t\tON T.ID = PZ2.TICKET_ID\n\t\t\t\t\t\t\n\t\t";
     //AND (NOT(TM.IS_HIDDEN='Y'))
     $rs = $DB->Query($strSql, false, $err_mess . __LINE__);
     if (!($arrRs = $rs->Fetch())) {
         return;
     }
     if (intval($arrRs["M_ID"]) > 0) {
         $arFields["D_1_USER_M_AFTER_SUP_M"] = $DB->CharToDateFunction($arrRs["D_1_USER_M_AFTER_SUP_M"]);
         $arFields["ID_1_USER_M_AFTER_SUP_M"] = intval($arrRs["M_ID"]);
         $arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] = "'N'";
     }
     if (intval($arrRs["DATE_CLOSE"]) <= 0 && $arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] == "'N'") {
         $arrRs["ID"] = $ticketID;
         CTicketReminder::RecalculateSupportDeadlineForOneTicket($arrRs, $arFields, $dateType);
     } else {
         $DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
     }
 }