static function pdfForTicket(PluginPdfSimplePDF $pdf, Ticket $ticket)
{
$survey = new TicketSatisfaction();
$pdf->setColumnsSize(100);
$pdf->displayTitle("<b>" . __('Satisfaction survey') . "</b>");
if (!$survey->getFromDB($ticket->getID())) {
$pdf->displayLine(__('No generated survey'));
} else {
if ($survey->getField('type') == 2) {
$url = Entity::generateLinkSatisfaction($ticket);
$pdf->displayLine(sprintf(__('%1$s (%2$s)'), __('External survey'), $url));
} else {
if ($survey->getField('date_answered')) {
$sat = $survey->getField('satisfaction');
$tabsat = array(0 => __('None'), 1 => __('1 star', 'pdf'), 2 => __('2 stars', 'pdf'), 3 => __('3 stars', 'pdf'), 4 => __('4 stars', 'pdf'), 5 => __('5 stars', 'pdf'));
if (isset($tabsat[$sat])) {
$sat = $tabsat[$sat] . " ({$sat}/5)";
}
$pdf->displayLine('<b>' . sprintf(__('%1$s: %2$s'), __('Response date to the satisfaction survey') . '</b>', Html::convDateTime($survey->getField('date_answered'))));
$pdf->displayLine('<b>' . sprintf(__('%1$s: %2$s'), __('Satisfaction with the resolution of the ticket') . '</b>', $sat));
$pdf->displayText('<b>' . sprintf(__('%1$s: %2$s'), __('Comments') . '</b>', $survey->getField('comment')));
} else {
// No answer
$pdf->displayLine(sprintf(__('%1$s: %2$s'), __('Creation date of the satisfaction survey'), Html::convDateTime($survey->getField('date_begin'))));
$pdf->displayLine(__('No answer', 'pdf'));
}
}
}
$pdf->displaySpace();
}
static function displayTabContentForItem(CommonGLPI $item, $tabnum = 1, $withtemplate = 0)
{
switch ($item->getType()) {
case __CLASS__:
switch ($tabnum) {
case 1:
echo "<div class='timeline_box'>";
$rand = mt_rand();
$item->showTimelineForm($rand);
$item->showTimeline($rand);
echo "</div>";
break;
case 2:
if (!isset($_GET['load_kb_sol'])) {
$_GET['load_kb_sol'] = 0;
}
$item->showSolutionForm($_GET['load_kb_sol']);
if ($item->canApprove()) {
$fup = new TicketFollowup();
$fup->showApprobationForm($item);
}
break;
case 3:
$satisfaction = new TicketSatisfaction();
if ($item->fields['status'] == self::CLOSED && $satisfaction->getFromDB($_GET["id"])) {
$duration = Entity::getUsedConfig('inquest_duration', $item->fields['entities_id']);
$date2 = strtotime($satisfaction->fields['date_begin']);
if ($duration == 0 || strtotime("now") - $date2 <= $duration * DAY_TIMESTAMP) {
$satisfaction->showForm($item);
} else {
echo "<p class='center b'>" . __('Satisfaction survey expired') . "</p>";
}
} else {
echo "<p class='center b'>" . __('No generated survey') . "</p>";
}
break;
case 4:
$item->showStats();
break;
}
break;
case 'Group':
case 'SLT':
default:
self::showListForItem($item);
}
return true;
}
static function displayTabContentForItem(CommonGLPI $item, $tabnum = 1, $withtemplate = 0)
{
switch ($item->getType()) {
case 'Change':
Change_Ticket::showForChange($item);
break;
case 'Problem':
Problem_Ticket::showForProblem($item);
break;
case __CLASS__:
switch ($tabnum) {
case 2:
if (!isset($_POST['load_kb_sol'])) {
$_POST['load_kb_sol'] = 0;
}
$item->showSolutionForm($_POST['load_kb_sol']);
if ($item->canApprove()) {
$fup = new TicketFollowup();
$fup->showApprobationForm($item);
}
break;
case 3:
$satisfaction = new TicketSatisfaction();
if ($item->fields['status'] == self::CLOSED && $satisfaction->getFromDB($_POST["id"])) {
$satisfaction->showSatisfactionForm($item);
} else {
echo "<p class='center b'>" . __('No generated survey') . "</p>";
}
break;
case 4:
$item->showStats();
break;
}
break;
case 'Group':
case 'SLA':
default:
self::showListForItem($item);
}
return true;
}
/**
* @see NotificationTargetCommonITILObject::getDatasForObject()
**/
function getDatasForObject(CommonDBTM $item, array $options, $simple = false)
{
global $CFG_GLPI;
// Common ITIL datas
$datas = parent::getDatasForObject($item, $options, $simple);
$datas['##ticket.description##'] = Html::clean($datas['##ticket.description##']);
$datas['##ticket.description##'] = $item->convertContentForNotification($datas['##ticket.description##'], $item);
$datas['##ticket.content##'] = $datas['##ticket.description##'];
// Specific datas
$datas['##ticket.urlvalidation##'] = $this->formatURL($options['additionnaloption']['usertype'], "ticket_" . $item->getField("id") . "_TicketValidation\$1");
$datas['##ticket.globalvalidation##'] = TicketValidation::getStatus($item->getField('global_validation'));
$datas['##ticket.type##'] = Ticket::getTicketTypeName($item->getField('type'));
$datas['##ticket.requesttype##'] = Dropdown::getDropdownName('glpi_requesttypes', $item->getField('requesttypes_id'));
$autoclose_value = Entity::getUsedConfig('autoclose_delay', $this->getEntity(), '', Entity::CONFIG_NEVER);
$datas['##ticket.autoclose##'] = __('Never');
$datas['##lang.ticket.autoclosewarning##'] = "";
if ($autoclose_value > 0) {
$datas['##ticket.autoclose##'] = $autoclose_value;
$datas['##lang.ticket.autoclosewarning##'] = sprintf(_n('Without a reply, the ticket will be automatically closed after %s day', 'Without a reply, the ticket will be automatically closed after %s days', $autoclose_value), $autoclose_value);
}
$datas['##ticket.sla##'] = '';
if ($item->getField('slas_id')) {
$datas['##ticket.sla##'] = Dropdown::getDropdownName('glpi_slas', $item->getField('slas_id'));
}
$datas['##ticket.location##'] = '';
if ($item->getField('locations_id')) {
$datas['##ticket.location##'] = Dropdown::getDropdownName('glpi_locations', $item->getField('locations_id'));
}
// is ticket deleted
$datas['##ticket.isdeleted##'] = Dropdown::getYesNo($item->getField('is_deleted'));
//Tags associated with the object linked to the ticket
$datas['##ticket.itemtype##'] = '';
$datas['##ticket.item.name##'] = '';
$datas['##ticket.item.serial##'] = '';
$datas['##ticket.item.otherserial##'] = '';
$datas['##ticket.item.location##'] = '';
$datas['##ticket.item.contact##'] = '';
$datas['##ticket.item.contactnumber##'] = '';
$datas['##ticket.item.user##'] = '';
$datas['##ticket.item.group##'] = '';
$datas['##ticket.item.model##'] = '';
$item_ticket = new Item_Ticket();
$items = $item_ticket->find("`tickets_id` = '" . $item->getField('id') . "'");
$datas['items'] = array();
if (count($items)) {
foreach ($items as $val) {
if (isset($val['itemtype']) && ($hardware = getItemForItemtype($val['itemtype'])) && isset($val["items_id"]) && $hardware->getFromDB($val["items_id"])) {
$tmp = array();
//Object type
$tmp['##ticket.itemtype##'] = $hardware->getTypeName();
//Object name
$tmp['##ticket.item.name##'] = $hardware->getField('name');
//Object serial
if ($hardware->isField('serial')) {
$tmp['##ticket.item.serial##'] = $hardware->getField('serial');
}
//Object contact
if ($hardware->isField('contact')) {
$tmp['##ticket.item.contact##'] = $hardware->getField('contact');
}
//Object contact num
if ($hardware->isField('contact_num')) {
$tmp['##ticket.item.contactnumber##'] = $hardware->getField('contact_num');
}
//Object otherserial
if ($hardware->isField('otherserial')) {
$tmp['##ticket.item.otherserial##'] = $hardware->getField('otherserial');
}
//Object location
if ($hardware->isField('locations_id')) {
$tmp['##ticket.item.location##'] = Dropdown::getDropdownName('glpi_locations', $hardware->getField('locations_id'));
}
//Object user
if ($hardware->getField('users_id')) {
$user_tmp = new User();
if ($user_tmp->getFromDB($hardware->getField('users_id'))) {
$tmp['##ticket.item.user##'] = $user_tmp->getName();
}
}
//Object group
if ($hardware->getField('groups_id')) {
$tmp['##ticket.item.group##'] = Dropdown::getDropdownName('glpi_groups', $hardware->getField('groups_id'));
}
$modeltable = getSingular($hardware->getTable()) . "models";
$modelfield = getForeignKeyFieldForTable($modeltable);
if ($hardware->isField($modelfield)) {
$tmp['##ticket.item.model##'] = Dropdown::getDropdownName($modeltable, $hardware->getField($modelfield));
}
$datas['items'][] = $tmp;
}
}
}
$datas['##ticket.numberofitems##'] = count($datas['items']);
// Get followups, log, validation, satisfaction, linked tickets
if (!$simple) {
// Linked tickets
$linked_tickets = Ticket_Ticket::getLinkedTicketsTo($item->getField('id'));
$datas['linkedtickets'] = array();
if (count($linked_tickets)) {
$linkedticket = new Ticket();
foreach ($linked_tickets as $data) {
if ($linkedticket->getFromDB($data['tickets_id'])) {
$tmp = array();
$tmp['##linkedticket.id##'] = $data['tickets_id'];
$tmp['##linkedticket.link##'] = Ticket_Ticket::getLinkName($data['link']);
$tmp['##linkedticket.url##'] = $this->formatURL($options['additionnaloption']['usertype'], "ticket_" . $data['tickets_id']);
$tmp['##linkedticket.title##'] = $linkedticket->getField('name');
$tmp['##linkedticket.content##'] = $linkedticket->getField('content');
$datas['linkedtickets'][] = $tmp;
}
}
}
$datas['##ticket.numberoflinkedtickets##'] = count($datas['linkedtickets']);
$restrict = "`tickets_id`='" . $item->getField('id') . "'";
$problems = getAllDatasFromTable('glpi_problems_tickets', $restrict);
$datas['problems'] = array();
if (count($problems)) {
$problem = new Problem();
foreach ($problems as $data) {
if ($problem->getFromDB($data['problems_id'])) {
$tmp = array();
$tmp['##problem.id##'] = $data['problems_id'];
$tmp['##problem.date##'] = $problem->getField('date');
$tmp['##problem.title##'] = $problem->getField('name');
$tmp['##problem.url##'] = $this->formatURL($options['additionnaloption']['usertype'], "problem_" . $data['problems_id']);
$tmp['##problem.content##'] = $problem->getField('content');
$datas['problems'][] = $tmp;
}
}
}
$datas['##ticket.numberofproblems##'] = count($datas['problems']);
$restrict = "`tickets_id`='" . $item->getField('id') . "'";
$changes = getAllDatasFromTable('glpi_changes_tickets', $restrict);
$datas['changes'] = array();
if (count($changes)) {
$change = new Change();
foreach ($changes as $data) {
if ($change->getFromDB($data['changes_id'])) {
$tmp = array();
$tmp['##change.id##'] = $data['changes_id'];
$tmp['##change.date##'] = $change->getField('date');
$tmp['##change.title##'] = $change->getField('name');
$tmp['##change.url##'] = $this->formatURL($options['additionnaloption']['usertype'], "change_" . $data['changes_id']);
$tmp['##change.content##'] = $change->getField('content');
$datas['changes'][] = $tmp;
}
}
}
$datas['##ticket.numberofchanges##'] = count($datas['changes']);
if (!isset($options['additionnaloption']['show_private']) || !$options['additionnaloption']['show_private']) {
$restrict .= " AND `is_private` = '0'";
}
$restrict .= " ORDER BY `date` DESC, `id` ASC";
//Followup infos
$followups = getAllDatasFromTable('glpi_ticketfollowups', $restrict);
$datas['followups'] = array();
foreach ($followups as $followup) {
$tmp = array();
$tmp['##followup.isprivate##'] = Dropdown::getYesNo($followup['is_private']);
$tmp['##followup.author##'] = Html::clean(getUserName($followup['users_id']));
$tmp['##followup.requesttype##'] = Dropdown::getDropdownName('glpi_requesttypes', $followup['requesttypes_id']);
$tmp['##followup.date##'] = Html::convDateTime($followup['date']);
$tmp['##followup.description##'] = $followup['content'];
$datas['followups'][] = $tmp;
}
$datas['##ticket.numberoffollowups##'] = count($datas['followups']);
// Approbation of solution
$restrict .= " LIMIT 1";
$replysolved = getAllDatasFromTable('glpi_ticketfollowups', $restrict);
$data = current($replysolved);
$datas['##ticket.solution.approval.description##'] = $data['content'];
$datas['##ticket.solution.approval.date##'] = Html::convDateTime($data['date']);
$datas['##ticket.solution.approval.author##'] = Html::clean(getUserName($data['users_id']));
//Validation infos
$restrict = "`tickets_id`='" . $item->getField('id') . "'";
if (isset($options['validation_id']) && $options['validation_id']) {
$restrict .= " AND `glpi_ticketvalidations`.`id` = '" . $options['validation_id'] . "'";
}
$restrict .= " ORDER BY `submission_date` DESC, `id` ASC";
$validations = getAllDatasFromTable('glpi_ticketvalidations', $restrict);
$datas['validations'] = array();
foreach ($validations as $validation) {
$tmp = array();
$tmp['##validation.submission.title##'] = sprintf(__('An approval request has been submitted by %s'), Html::clean(getUserName($validation['users_id'])));
$tmp['##validation.answer.title##'] = sprintf(__('An answer to an an approval request was produced by %s'), Html::clean(getUserName($validation['users_id_validate'])));
$tmp['##validation.author##'] = Html::clean(getUserName($validation['users_id']));
$tmp['##validation.status##'] = TicketValidation::getStatus($validation['status']);
$tmp['##validation.storestatus##'] = $validation['status'];
$tmp['##validation.submissiondate##'] = Html::convDateTime($validation['submission_date']);
$tmp['##validation.commentsubmission##'] = $validation['comment_submission'];
$tmp['##validation.validationdate##'] = Html::convDateTime($validation['validation_date']);
$tmp['##validation.validator##'] = Html::clean(getUserName($validation['users_id_validate']));
$tmp['##validation.commentvalidation##'] = $validation['comment_validation'];
$datas['validations'][] = $tmp;
}
// Ticket Satisfaction
$inquest = new TicketSatisfaction();
$datas['##satisfaction.type##'] = '';
$datas['##satisfaction.datebegin##'] = '';
$datas['##satisfaction.dateanswered##'] = '';
$datas['##satisfaction.satisfaction##'] = '';
$datas['##satisfaction.description##'] = '';
if ($inquest->getFromDB($item->getField('id'))) {
// internal inquest
if ($inquest->fields['type'] == 1) {
$datas['##ticket.urlsatisfaction##'] = $this->formatURL($options['additionnaloption']['usertype'], "ticket_" . $item->getField("id") . '_Ticket$3');
// external inquest
} else {
if ($inquest->fields['type'] == 2) {
$datas['##ticket.urlsatisfaction##'] = Entity::generateLinkSatisfaction($item);
}
}
$datas['##satisfaction.type##'] = $inquest->getTypeInquestName($inquest->getfield('type'));
$datas['##satisfaction.datebegin##'] = Html::convDateTime($inquest->fields['date_begin']);
$datas['##satisfaction.dateanswered##'] = Html::convDateTime($inquest->fields['date_answered']);
$datas['##satisfaction.satisfaction##'] = $inquest->fields['satisfaction'];
$datas['##satisfaction.description##'] = $inquest->fields['comment'];
}
}
return $datas;
}
break;
case 5:
Document::showAssociated($ticket);
break;
case 6:
Log::showForItem($ticket);
break;
case 7:
$validation = new Ticketvalidation();
$validation->showSummary($ticket);
break;
case 8:
$ticket->showStats();
break;
case 10:
// affichage uniquement si enquete déclenchée et status clos
$satisfaction = new TicketSatisfaction();
if ($ticket->fields['status'] == 'closed' && $satisfaction->getFromDB($_POST["id"])) {
$satisfaction->showSatisfactionForm($ticket);
} else {
echo "<p class='center b'>" . $LANG['satisfaction'][2] . "</p>";
}
break;
default:
if (!Plugin::displayAction($ticket, $_REQUEST['glpi_tab'])) {
$fup = new TicketFollowup();
$fup->showSummary($ticket);
}
}
}
ajaxFooter();
/**
* Get a ticket information, with its followup
* for an authenticated user
*
* @param $params array of options (ticket, id2name)
* @param $protocol the communication protocol used
*
* @return array of hashtable
**/
static function methodGetTicket($params, $protocol)
{
global $DB, $CFG_GLPI;
if (isset($params['help'])) {
return array('ticket' => 'integer,mandatory', 'id2name' => 'bool,optional', 'help' => 'bool,optional');
}
if (!Session::getLoginUserID()) {
return self::Error($protocol, WEBSERVICES_ERROR_NOTAUTHENTICATED);
}
$ticket = new Ticket();
if (!isset($params['ticket'])) {
return self::Error($protocol, WEBSERVICES_ERROR_MISSINGPARAMETER, '', 'ticket');
}
if (!is_numeric($params['ticket'])) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'ticket=' . $params['ticket']);
}
if (!$ticket->can($params['ticket'], 'r')) {
return self::Error($protocol, WEBSERVICES_ERROR_NOTFOUND);
}
$resp = $ticket->fields;
if ($resp['itemtype']) {
$item = getItemForItemtype($resp['itemtype']);
} else {
$item = false;
}
$resp['solution'] = Html::clean(Toolbox::unclean_cross_side_scripting_deep($resp['solution']));
$nextaction = new SlaLevel_Ticket();
if ($ticket->fields['slas_id'] && $nextaction->getFromDBForTicket($ticket->fields['id'])) {
$resp['slalevels_next_id'] = $nextaction->fields['slalevels_id'];
$resp['slalevels_next_date'] = $nextaction->fields['date'];
} else {
$resp['slalevels_next_id'] = 0;
$resp['slalevels_next_date'] = '';
}
if (isset($params['id2name'])) {
$resp['users_name_recipient'] = Html::clean(getUserName($ticket->fields['users_id_recipient']));
$resp['users_name_lastupdater'] = Html::clean(getUserName($ticket->fields['users_id_lastupdater']));
$resp['ticketcategories_name'] = Html::clean(Dropdown::getDropdownName('glpi_itilcategories', $ticket->fields['itilcategories_id']));
$resp['entities_name'] = Html::clean(Dropdown::getDropdownName('glpi_entities', $resp['entities_id']));
$resp['status_name'] = Html::clean($ticket->getStatus($resp['status']));
$resp['requesttypes_name'] = Html::clean(Dropdown::getDropdownName('glpi_requesttypes', $resp['requesttypes_id']));
$resp['solutiontypes_name'] = Html::clean(Dropdown::getDropdownName('glpi_solutiontypes', $resp['solutiontypes_id']));
$resp['slas_name'] = Html::clean(Dropdown::getDropdownName('glpi_slas', $resp['slas_id']));
$resp['slalevels_name'] = Html::clean(Dropdown::getDropdownName('glpi_slalevels', $resp['slalevels_id']));
$resp['slalevels_next_name'] = Html::clean(Dropdown::getDropdownName('glpi_slalevels', $resp['slalevels_next_id']));
$resp['urgency_name'] = Ticket::getUrgencyName($resp['urgency']);
$resp['impact_name'] = Ticket::getImpactName($resp['impact']);
$resp['priority_name'] = Ticket::getPriorityName($resp['priority']);
$resp['type_name'] = Ticket::getTicketTypeName($resp['type']);
$resp['global_validation_name'] = TicketValidation::getStatus($resp['global_validation']);
$resp['locations_name'] = Html::clean(Dropdown::getDropdownName('glpi_locations', $resp['locations_id']));
if ($item && $item->getFromDB($resp['items_id'])) {
$resp['items_name'] = Html::clean($item->getNameID());
$resp['itemtype_name'] = Html::clean($item->getTypeName());
} else {
$resp['items_name'] = __('General');
$resp['itemtype_name'] = '';
}
}
$resp['users'] = array();
$resp['groups'] = array();
$resp['followups'] = array();
$resp['tasks'] = array();
$resp['documents'] = array();
$resp['events'] = array();
$resp['validations'] = array();
$resp['satisfaction'] = array();
if (Session::haveRight('observe_ticket', '1')) {
// Followups
$query = "SELECT *\n FROM `glpi_ticketfollowups`\n WHERE `tickets_id` = '" . $params['ticket'] . "' ";
if (!Session::haveRight("show_full_ticket", "1")) {
$query .= " AND (`is_private`='0'\n OR `users_id` ='" . Session::getLoginUserID() . "' ) ";
}
$query .= " ORDER BY `date` DESC";
foreach ($DB->request($query) as $data) {
if (isset($params['id2name'])) {
$data['users_name'] = Html::clean(getUserName($data['users_id']));
$data['requesttypes_name'] = Html::clean(Dropdown::getDropdownName('glpi_requesttypes', $data['requesttypes_id']));
}
$resp['followups'][] = $data;
}
// Tasks
$query = "SELECT *\n FROM `glpi_tickettasks`\n WHERE `tickets_id` = '" . $params['ticket'] . "' ";
if (!Session::haveRight("show_full_ticket", "1")) {
$query .= " AND (`is_private`='0'\n OR `users_id` ='" . Session::getLoginUserID() . "' ) ";
}
$query .= " ORDER BY `date` DESC";
foreach ($DB->request($query) as $data) {
if (isset($params['id2name'])) {
$data['users_name'] = Html::clean(getUserName($data['users_id']));
$data['taskcategories_name'] = Html::clean(Dropdown::getDropdownName('glpi_taskcategories', $data['taskcategories_id']));
}
$resp['tasks'][] = $data;
}
// Documents
$resp['documents'] = PluginWebservicesMethodTools::getDocForItem($ticket, isset($params['id2name']));
// History
$resp['events'] = Log::getHistoryData($ticket, 0, $_SESSION['glpilist_limit']);
foreach ($resp['events'] as $key => $val) {
$resp['events'][$key]['change'] = Html::clean($resp['events'][$key]['change']);
}
}
if (Session::haveRight('create_request_validation', 1) || Session::haveRight('create_incident_validation', 1) || Session::haveRight('validate_request', 1) || Session::haveRight('validate_incident', 1)) {
$query = "SELECT *\n FROM `glpi_ticketvalidations`\n WHERE `tickets_id` = '" . $params['ticket'] . "' ";
foreach ($DB->request($query) as $data) {
if (isset($params['id2name'])) {
$data['users_name'] = Html::clean(getUserName($data['users_id']));
$data['users_name_validate'] = Html::clean(getUserName($data['users_id_validate']));
$data['status_name'] = TicketValidation::getStatus($data['status']);
}
$resp['validations'][] = $data;
}
}
// Users & Groups
$tabtmp = array(CommonITILActor::REQUESTER => 'requester', CommonITILActor::OBSERVER => 'observer', CommonITILActor::ASSIGN => 'assign');
foreach ($tabtmp as $num => $name) {
$resp['users'][$name] = array();
foreach ($ticket->getUsers($num) as $user) {
if (isset($params['id2name'])) {
if ($user['users_id']) {
$user['users_name'] = Html::clean(getUserName($user['users_id']));
} else {
$user['users_name'] = $user['alternative_email'];
}
}
unset($user['tickets_id']);
unset($user['type']);
$resp['users'][$name][] = $user;
}
$resp['groups'][$name] = array();
foreach ($ticket->getGroups($num) as $group) {
if (isset($params['id2name'])) {
$group['groups_name'] = Html::clean(Dropdown::getDropdownName('glpi_groups', $group['groups_id']));
}
unset($group['tickets_id']);
unset($group['type']);
$resp['groups'][$name][] = $group;
}
}
// Suppliers
$resp['suppliers']['assign'] = array();
foreach ($ticket->getSuppliers(CommonITILActor::ASSIGN) as $supplier) {
if (isset($params['id2name'])) {
$supplier['suppliers_name'] = Html::clean(Dropdown::getDropdownName('glpi_suppliers', $supplier['suppliers_id']));
}
unset($supplier['tickets_id']);
unset($supplier['type']);
$resp['suppliers'][$name][] = $supplier;
}
// Satisfaction
$satisfaction = new TicketSatisfaction();
if ($satisfaction->getFromDB($params['ticket'])) {
$resp['satisfaction'] = $satisfaction->fields;
}
return $resp;
}
/**
* Get all data needed for template processing
**/
function getDatasForTemplate($event, $options = array())
{
global $LANG, $CFG_GLPI;
//----------- Ticket infos -------------- //
if ($event != 'alertnotclosed') {
$fields = array('ticket.title' => 'name', 'ticket.content' => 'content', 'ticket.description' => 'content', 'ticket.costfixed' => 'cost_fixed', 'ticket.costmaterial' => 'cost_material');
foreach ($fields as $tag => $table_field) {
$this->datas['##' . $tag . '##'] = $this->obj->getField($table_field);
}
$this->datas['##ticket.id##'] = sprintf("%07d", $this->obj->getField("id"));
$this->datas['##ticket.url##'] = urldecode($CFG_GLPI["url_base"] . "/index.php?redirect=ticket_" . $this->obj->getField("id"));
$this->datas['##ticket.urlapprove##'] = urldecode($CFG_GLPI["url_base"] . "/index.php?redirect=ticket_" . $this->obj->getField("id") . "_4");
$this->datas['##ticket.urlvalidation##'] = urldecode($CFG_GLPI["url_base"] . "/index.php?redirect=ticket_" . $this->obj->getField("id") . "_7");
$this->datas['##ticket.entity##'] = Dropdown::getDropdownName('glpi_entities', $this->getEntity());
$events = $this->getAllEvents();
if ($event == 'validation' && isset($options['validation_status'])) {
$this->datas['##ticket.action##'] = $LANG['validation'][0] . ' - ' . TicketValidation::getStatus($options['validation_status']);
} else {
$this->datas['##ticket.action##'] = $events[$event];
}
$this->datas['##ticket.storestatus##'] = $this->obj->getField('status');
$this->datas['##ticket.status##'] = Ticket::getStatus($this->obj->getField('status'));
$this->datas['##ticket.globalvalidation##'] = TicketValidation::getStatus($this->obj->getField('global_validation'));
$this->datas['##ticket.type##'] = Ticket::getTicketTypeName($this->obj->getField('type'));
$this->datas['##ticket.requesttype##'] = Dropdown::getDropdownName('glpi_requesttypes', $this->obj->getField('requesttypes_id'));
$this->datas['##ticket.urgency##'] = Ticket::getUrgencyName($this->obj->getField('urgency'));
$this->datas['##ticket.impact##'] = Ticket::getImpactName($this->obj->getField('impact'));
$this->datas['##ticket.priority##'] = Ticket::getPriorityName($this->obj->getField('priority'));
$this->datas['##ticket.time##'] = Ticket::getActionTime($this->obj->getField('actiontime'));
$this->datas['##ticket.costtime##'] = $this->obj->getField('cost_time');
$this->datas['##ticket.creationdate##'] = convDateTime($this->obj->getField('date'));
$this->datas['##ticket.closedate##'] = convDateTime($this->obj->getField('closedate'));
$this->datas['##ticket.solvedate##'] = convDateTime($this->obj->getField('solvedate'));
$this->datas['##ticket.duedate##'] = convDateTime($this->obj->getField('due_date'));
$entitydata = new EntityData();
$autoclose_value = $CFG_GLPI['autoclose_delay'];
if ($entitydata->getFromDB($this->getEntity())) {
$autoclose_value = $entitydata->getField('autoclose_delay');
// Set global config value
if ($autoclose_value == -1) {
$autoclose_value = $CFG_GLPI['autoclose_delay'];
}
}
if ($autoclose_value > 0) {
$this->datas['##ticket.autoclose##'] = $autoclose_value;
$this->datas['##lang.ticket.autoclosewarning##'] = $LANG['job'][54] . " " . $autoclose_value . " " . $LANG['stats'][31];
} else {
$this->datas['##ticket.autoclose##'] = $LANG['setup'][307];
$this->datas['##lang.ticket.autoclosewarning##'] = "";
}
if ($this->obj->getField('ticketcategories_id')) {
$this->datas['##ticket.category##'] = Dropdown::getDropdownName('glpi_ticketcategories', $this->obj->getField('ticketcategories_id'));
} else {
$this->datas['##ticket.category##'] = '';
}
if ($this->obj->getField('slas_id')) {
$this->datas['##ticket.sla##'] = Dropdown::getDropdownName('glpi_slas', $this->obj->getField('slas_id'));
} else {
$this->datas['##ticket.sla##'] = '';
}
if ($this->obj->countUsers(Ticket::REQUESTER)) {
$users = array();
foreach ($this->obj->getUsers(Ticket::REQUESTER) as $uid => $tmp) {
$user_tmp = new User();
$user_tmp->getFromDB($uid);
$users[$uid] = $user_tmp->getName();
$tmp = array();
$tmp['##author.id##'] = $uid;
$tmp['##author.name##'] = $user_tmp->getName();
if ($user_tmp->getField('locations_id')) {
$tmp['##author.location##'] = Dropdown::getDropdownName('glpi_locations', $user_tmp->getField('locations_id'));
} else {
$tmp['##author.location##'] = '';
}
$tmp['##author.phone##'] = $user_tmp->getField('phone');
$tmp['##author.phone2##'] = $user_tmp->getField('phone2');
$this->datas['authors'][] = $tmp;
}
$this->datas['##ticket.authors##'] = implode(', ', $users);
} else {
$this->datas['##ticket.authors##'] = '';
}
if ($this->obj->getField('users_id_recipient')) {
$user_tmp = new User();
$user_tmp->getFromDB($this->obj->getField('users_id_recipient'));
$this->datas['##ticket.openbyuser##'] = $user_tmp->getName();
} else {
$this->datas['##ticket.openbyuser##'] = '';
}
if ($this->obj->countUsers(Ticket::ASSIGN)) {
$users = array();
foreach ($this->obj->getUsers(Ticket::ASSIGN) as $uid => $tmp) {
$user_tmp = new User();
$user_tmp->getFromDB($uid);
$users[$uid] = $user_tmp->getName();
}
$this->datas['##ticket.assigntousers##'] = implode(', ', $users);
} else {
$this->datas['##ticket.assigntousers##'] = '';
}
if ($this->obj->countUsers(Ticket::OBSERVER)) {
$users = array();
foreach ($this->obj->getUsers(Ticket::OBSERVER) as $uid => $tmp) {
$user_tmp = new User();
$user_tmp->getFromDB($uid);
$users[$uid] = $user_tmp->getName();
}
$this->datas['##ticket.observerusers##'] = implode(', ', $users);
} else {
$this->datas['##ticket.observerusers##'] = '';
}
if ($this->obj->getField('suppliers_id_assign')) {
$this->datas['##ticket.assigntosupplier##'] = Dropdown::getDropdownName('glpi_suppliers', $this->obj->getField('suppliers_id_assign'));
} else {
$this->datas['##ticket.assigntosupplier##'] = '';
}
if ($this->obj->countGroups(Ticket::REQUESTER)) {
$groups = array();
foreach ($this->obj->getUsers(Ticket::REQUESTER) as $gid => $tmp) {
$groups[$gid] = Dropdown::getDropdownName('glpi_groups', $gid);
}
$this->datas['##ticket.groups##'] = implode(', ', $groups);
} else {
$this->datas['##ticket.groups##'] = '';
}
if ($this->obj->countGroups(Ticket::OBSERVER)) {
$groups = array();
foreach ($this->obj->getGroups(Ticket::OBSERVER) as $gid => $tmp) {
$groups[$gid] = Dropdown::getDropdownName('glpi_groups', $gid);
}
$this->datas['##ticket.observergroups##'] = implode(', ', $groups);
} else {
$this->datas['##ticket.observergroups##'] = '';
}
if ($this->obj->countGroups(Ticket::ASSIGN)) {
$groups = array();
foreach ($this->obj->getGroups(Ticket::ASSIGN) as $gid => $tmp) {
$groups[$gid] = Dropdown::getDropdownName('glpi_groups', $gid);
}
$this->datas['##ticket.assigntogroups##'] = implode(', ', $groups);
} else {
$this->datas['##ticket.assigntogroups##'] = '';
}
//Tags associated with the object linked to the ticket
if ($this->target_object != null) {
//Object type
$this->datas['##ticket.itemtype##'] = $this->target_object->getTypeName();
//Object name
$this->datas['##ticket.item.name##'] = $this->target_object->getField('name');
//Object serial
if ($this->target_object->isField('serial')) {
$this->datas['##ticket.item.serial##'] = $this->target_object->getField('serial');
} else {
$this->datas['##ticket.item.serial##'] = '';
}
//Object contact
if ($this->target_object->isField('contact')) {
$this->datas['##ticket.item.contact##'] = $this->target_object->getField('contact');
} else {
$this->datas['##ticket.item.contact##'] = '';
}
//Object contact num
if ($this->target_object->isField('contact_num')) {
$this->datas['##ticket.item.contactnumber##'] = $this->target_object->getField('contact_num');
} else {
$this->datas['##ticket.item.contactnumber##'] = '';
}
//Object otherserial
if ($this->target_object->isField('otherserial')) {
$this->datas['##ticket.item.otherserial##'] = $this->target_object->getField('otherserial');
} else {
$this->datas['##ticket.item.otherserial##'] = '';
}
//Object location
if ($this->target_object->isField('locations_id')) {
$this->datas['##ticket.item.location##'] = Dropdown::getDropdownName('glpi_locations', $this->target_object->getField('locations_id'));
} else {
$this->datas['##ticket.item.location##'] = '';
}
//Object user
$this->datas['##ticket.item.user##'] = '';
if ($this->obj->getField('users_id')) {
$user_tmp = new User();
if ($user_tmp->getFromDB($this->target_object->getField('users_id'))) {
$this->datas['##ticket.item.user##'] = $user_tmp->getName();
}
}
//Object group
if ($this->obj->getField('groups_id')) {
$this->datas['##ticket.item.group##'] = Dropdown::getDropdownName('glpi_groups', $this->target_object->getField('groups_id'));
} else {
$this->datas['##ticket.item.group##'] = '';
}
$modeltable = getSingular($this->getTable()) . "models";
$modelfield = getForeignKeyFieldForTable($modeltable);
if ($this->target_object->isField($modelfield)) {
$this->datas['##ticket.item.model##'] = $this->target_object->getField($modelfield);
} else {
$this->datas['##ticket.item.model##'] = '';
}
} else {
$this->datas['##ticket.itemtype##'] = '';
$this->datas['##ticket.item.name##'] = '';
$this->datas['##ticket.item.serial##'] = '';
$this->datas['##ticket.item.otherserial##'] = '';
$this->datas['##ticket.item.location##'] = '';
}
if ($this->obj->getField('ticketsolutiontypes_id')) {
$this->datas['##ticket.solution.type##'] = Dropdown::getDropdownName('glpi_ticketsolutiontypes', $this->obj->getField('ticketsolutiontypes_id'));
} else {
$this->datas['##ticket.solution.type##'] = '';
}
$this->datas['##ticket.solution.description##'] = unclean_cross_side_scripting_deep($this->obj->getField('solution'));
// Linked tickets
$linked_tickets = Ticket_Ticket::getLinkedTicketsTo($this->obj->getField('id'));
if (count($linked_tickets)) {
$linkedticket = new Ticket();
foreach ($linked_tickets as $data) {
if ($linkedticket->getFromDB($data['tickets_id'])) {
$tmp = array();
$tmp['##linkedticket.id##'] = $data['tickets_id'];
$tmp['##linkedticket.link##'] = Ticket_Ticket::getLinkName($data['link']);
$tmp['##linkedticket.url##'] = urldecode($CFG_GLPI["url_base"] . "/index.php" . "?redirect=ticket_" . $data['tickets_id']);
$tmp['##linkedticket.title##'] = $linkedticket->getField('name');
$tmp['##linkedticket.content##'] = $linkedticket->getField('content');
$this->datas['linkedtickets'][] = $tmp;
}
}
}
if (!empty($this->datas['linkedtickets'])) {
$this->datas['##ticket.numberoflinkedtickets##'] = count($this->datas['linkedtickets']);
} else {
$this->datas['##ticket.numberoflinkedtickets##'] = 0;
}
$restrict = "`tickets_id`='" . $this->obj->getField('id') . "'";
if (!isset($options['additionnaloption']) || !$options['additionnaloption']) {
$restrict .= " AND `is_private` = '0'";
}
$restrict .= " ORDER BY `date` DESC, `id` ASC";
//Task infos
$tasks = getAllDatasFromTable('glpi_tickettasks', $restrict);
foreach ($tasks as $task) {
$tmp = array();
$tmp['##task.isprivate##'] = Dropdown::getYesNo($task['is_private']);
$tmp['##task.author##'] = html_clean(getUserName($task['users_id']));
$tmp['##task.category##'] = Dropdown::getDropdownName('glpi_taskcategories', $task['taskcategories_id']);
$tmp['##task.date##'] = convDateTime($task['date']);
$tmp['##task.description##'] = $task['content'];
$tmp['##task.time##'] = Ticket::getActionTime($task['actiontime']);
$plan = new TicketPlanning();
if ($plan->getFromDBbyTask($task['id'])) {
$tmp['##task.planning.user##'] = html_clean(getUserName($plan->fields['users_id']));
$tmp['##task.planning.begin##'] = convDateTime($plan->fields['begin']);
$tmp['##task.planning.end##'] = convDateTime($plan->fields['end']);
$tmp['##task.planning.status##'] = Planning::getState($plan->fields['state']);
} else {
$tmp['##task.planning.user##'] = "";
$tmp['##task.planning.begin##'] = "";
$tmp['##task.planning.end##'] = "";
$tmp['##task.planning.status##'] = "";
}
$this->datas['tasks'][] = $tmp;
}
if (!empty($this->datas['tasks'])) {
$this->datas['##ticket.numberoftasks##'] = count($this->datas['tasks']);
} else {
$this->datas['##ticket.numberoftasks##'] = 0;
}
//Followup infos
$followups = getAllDatasFromTable('glpi_ticketfollowups', $restrict);
foreach ($followups as $followup) {
$tmp = array();
$tmp['##followup.isprivate##'] = Dropdown::getYesNo($followup['is_private']);
$tmp['##followup.author##'] = html_clean(getUserName($followup['users_id']));
$tmp['##followup.requesttype##'] = Dropdown::getDropdownName('glpi_requesttypes', $followup['requesttypes_id']);
$tmp['##followup.date##'] = convDateTime($followup['date']);
$tmp['##followup.description##'] = $followup['content'];
$this->datas['followups'][] = $tmp;
}
if (isset($this->datas['followups'])) {
$this->datas['##ticket.numberoffollowups##'] = count($this->datas['followups']);
} else {
$this->datas['##ticket.numberoffollowups##'] = 0;
}
//Validation infos
$restrict = "`tickets_id`='" . $this->obj->getField('id') . "'";
if (isset($options['validation_id']) && $options['validation_id']) {
$restrict .= " AND `glpi_ticketvalidations`.`id` = '" . $options['validation_id'] . "'";
}
$restrict .= " ORDER BY `submission_date` DESC, `id` ASC";
$validations = getAllDatasFromTable('glpi_ticketvalidations', $restrict);
foreach ($validations as $validation) {
$tmp = array();
$tmp['##validation.submission.title##'] = $LANG['validation'][27] . " (" . $LANG['job'][4] . " " . html_clean(getUserName($validation['users_id'])) . ")";
$tmp['##validation.answer.title##'] = $LANG['validation'][32] . " (" . $LANG['validation'][21] . " " . html_clean(getUserName($validation['users_id_validate'])) . ")";
$tmp['##validation.author##'] = html_clean(getUserName($validation['users_id']));
$tmp['##validation.status##'] = TicketValidation::getStatus($validation['status']);
$tmp['##validation.storestatus##'] = $validation['status'];
$tmp['##validation.submissiondate##'] = convDateTime($validation['submission_date']);
$tmp['##validation.commentsubmission##'] = $validation['comment_submission'];
$tmp['##validation.validationdate##'] = convDateTime($validation['validation_date']);
$tmp['##validation.validator##'] = html_clean(getUserName($validation['users_id_validate']));
$tmp['##validation.commentvalidation##'] = $validation['comment_validation'];
$this->datas['validations'][] = $tmp;
}
// Ticket Satisfaction
$inquest = new TicketSatisfaction();
if ($inquest->getFromDB($this->obj->getField('id'))) {
// internal inquest
if ($inquest->fields['type'] == 1) {
$this->datas['##ticket.urlsatisfaction##'] = urldecode($CFG_GLPI["url_base"] . "/index.php?redirect=ticket_" . $this->obj->getField("id") . "_10");
// external inquest
} else {
if ($inquest->fields['type'] == 2) {
$this->datas['##ticket.urlsatisfaction##'] = EntityData::generateLinkSatisfaction($this->obj);
}
}
$this->datas['##satisfaction.type##'] = $inquest->getTypeInquestName($inquest->getfield('type'));
$this->datas['##satisfaction.datebegin##'] = convDateTime($inquest->fields['date_begin']);
$this->datas['##satisfaction.dateanswered##'] = convDateTime($inquest->fields['date_answered']);
$this->datas['##satisfaction.satisfaction##'] = $inquest->fields['satisfaction'];
$this->datas['##satisfaction.description##'] = $inquest->fields['comment'];
} else {
$this->datas['##satisfaction.type##'] = '';
$this->datas['##satisfaction.datebegin##'] = '';
$this->datas['##satisfaction.dateanswered##'] = '';
$this->datas['##satisfaction.satisfaction##'] = '';
$this->datas['##satisfaction.description##'] = '';
}
// Use list_limit_max or load the full history ?
foreach (Log::getHistoryData($this->obj, 0, $CFG_GLPI['list_limit_max']) as $data) {
$tmp = array();
$tmp['##ticket.log.date##'] = $data['date_mod'];
$tmp['##ticket.log.user##'] = $data['user_name'];
$tmp['##ticket.log.field##'] = $data['field'];
$tmp['##ticket.log.content##'] = $data['change'];
$this->datas['log'][] = $tmp;
}
if (isset($this->datas['log'])) {
$this->datas['##ticket.numberoflogs##'] = count($this->datas['log']);
} else {
$this->datas['##ticket.numberoflogs##'] = 0;
}
} else {
if (isset($options['entities_id']) && isset($options['tickets'])) {
$this->datas['##ticket.entity##'] = Dropdown::getDropdownName('glpi_entities', $options['entities_id']);
$this->datas['##ticket.action##'] = $LANG['crontask'][15];
$t = new Ticket();
foreach ($options['tickets'] as $ticket) {
$tmp = array();
$t->getFromDB($ticket['id']);
$tmp['##ticket.id##'] = sprintf("%07d", $ticket['id']);
$tmp['##ticket.url##'] = urldecode($CFG_GLPI["url_base"] . "/index.php?redirect=ticket_" . $ticket['id']);
$tmp['##ticket.title##'] = $ticket['name'];
$tmp['##ticket.status##'] = Ticket::getStatus($ticket['status']);
$tmp['##ticket.globalvalidation##'] = TicketValidation::getStatus($ticket['global_validation']);
$tmp['##ticket.requesttype##'] = Dropdown::getDropdownName('glpi_requesttypes', $ticket['requesttypes_id']);
$tmp['##ticket.urgency##'] = Ticket::getUrgencyName($ticket['urgency']);
$tmp['##ticket.impact##'] = Ticket::getImpactName($ticket['impact']);
$tmp['##ticket.priority##'] = Ticket::getPriorityName($ticket['priority']);
$tmp['##ticket.time##'] = Ticket::getActionTime($ticket['actiontime']);
$tmp['##ticket.costtime##'] = $ticket['cost_time'];
$tmp['##ticket.creationdate##'] = convDateTime($ticket['date']);
$tmp['##ticket.content##'] = $ticket['content'];
if ($t->getField('ticketsolutiontypes_id')) {
$tmp['##ticket.solution.type##'] = Dropdown::getDropdownName('glpi_ticketsolutiontypes', $t->getField('ticketsolutiontypes_id'));
} else {
$this->datas['##ticket.solution.type##'] = '';
}
$tmp['##ticket.solution.description##'] = unclean_cross_side_scripting_deep($t->getField('solution'));
if ($t->countUsers(Ticket::REQUESTER)) {
$users = array();
foreach ($t->getUsers(Ticket::REQUESTER) as $uid => $val) {
$user_tmp = new User();
$user_tmp->getFromDB($uid);
$users[$uid] = $user_tmp->getName();
$tmp2 = array();
$tmp2['##author.id##'] = $uid;
$tmp2['##author.name##'] = $user_tmp->getName();
if ($user_tmp->getField('locations_id')) {
$tmp2['##author.location##'] = Dropdown::getDropdownName('glpi_locations', $user_tmp->getField('locations_id'));
} else {
$tmp2['##author.location##'] = '';
}
$tmp2['##author.phone##'] = $user_tmp->getField('phone');
$tmp2['##author.phone2##'] = $user_tmp->getField('phone2');
$tmp['authors'][] = $tmp2;
}
$tmp['##ticket.authors##'] = implode(', ', $users);
} else {
$tmp['##ticket.authors##'] = '';
}
if ($t->countUsers(Ticket::ASSIGN)) {
$users = array();
foreach ($t->getUsers(Ticket::ASSIGN) as $uid => $val) {
$user_tmp = new User();
$user_tmp->getFromDB($uid);
$users[$uid] = $user_tmp->getName();
}
$tmp['##ticket.assigntousers##'] = implode(', ', $users);
} else {
$tmp['##ticket.assigntousers##'] = '';
}
if ($t->countGroups(Ticket::ASSIGN)) {
$groups = array();
foreach ($t->getGroups(Ticket::ASSIGN) as $gid => $val) {
$groups[$gid] = Dropdown::getDropdownName('glpi_groups', $gid);
}
$tmp['##ticket.assigntogroups##'] = implode(', ', $groups);
} else {
$tmp['##ticket.assigntogroups##'] = '';
}
if ($t->countGroups(Ticket::REQUESTER)) {
$groups = array();
foreach ($t->getGroups(Ticket::REQUESTER) as $gid => $val) {
$groups[$gid] = Dropdown::getDropdownName('glpi_groups', $gid);
}
$tmp['##ticket.groups##'] = implode(', ', $groups);
} else {
$tmp['##ticket.groups##'] = '';
}
if ($t->countUsers(Ticket::OBSERVER)) {
$users = array();
foreach ($t->getUsers(Ticket::OBSERVER) as $uid => $tmp) {
$user_tmp = new User();
$user_tmp->getFromDB($uid);
$users[$uid] = $user_tmp->getName();
}
$tmp['##ticket.observerusers##'] = implode(', ', $users);
} else {
$tmp['##ticket.observerusers##'] = '';
}
if ($t->countGroups(Ticket::OBSERVER)) {
$groups = array();
foreach ($t->getGroups(Ticket::OBSERVER) as $gid => $tmp) {
$groups[$gid] = Dropdown::getDropdownName('glpi_groups', $gid);
}
$tmp['##ticket.observergroups##'] = implode(', ', $groups);
} else {
$tmp['##ticket.observergroups##'] = '';
}
if ($ticket['suppliers_id_assign']) {
$tmp['##ticket.assigntosupplier##'] = Dropdown::getDropdownName('glpi_suppliers', $ticket['suppliers_id_assign']);
} else {
$tmp['##ticket.assigntosupplier##'] = '';
}
$this->datas['tickets'][] = $tmp;
}
}
}
$this->getTags();
foreach ($this->tag_descriptions[NotificationTarget::TAG_LANGUAGE] as $tag => $values) {
if (!isset($this->datas[$tag])) {
$this->datas[$tag] = $values['label'];
}
}
}
