/**
* Adds a new ticket.
*
* @since 1.0
* @param arr $ticket_data Ticket data.
* @return mixed Ticket ID on success, false on failure.
*/
function kbs_add_ticket($ticket_data)
{
if (!empty($ticket_data['attachments']) && !is_array($ticket_data['attachments'])) {
$ticket_data['attachments'] = array($ticket_data['attachments']);
}
$ticket_data = apply_filters('kbs_add_ticket_data', $ticket_data);
$attachments = apply_filters('kbs_add_ticket_attachments', $ticket_data['attachments']);
$ticket = new KBS_Ticket();
$ticket->status = !empty($ticket_data['status']) ? $ticket_data['status'] : 'new';
$ticket->ticket_title = $ticket_data['post_title'];
$ticket->ticket_content = $ticket_data['post_content'];
$ticket->agent = !empty($ticket_data['agent']) ? $ticket_data['agent'] : '';
$ticket->user_info = $ticket_data['user_info'];
$ticket->user_id = !empty($ticket_data['user_info']['id']) ? $ticket_data['user_info']['id'] : '';
$ticket->email = $ticket_data['user_email'];
$ticket->first_name = $ticket_data['user_info']['first_name'];
$ticket->last_name = $ticket_data['user_info']['last_name'];
$ticket->email = $ticket_data['user_info']['email'];
$ticket->ip = kbs_get_ip();
$ticket->sla = array('target_respond' => kbs_calculate_sla_target_response(), 'target_resolve' => kbs_calculate_sla_target_resolution());
$ticket->source = '';
$ticket->new_files = $ticket_data['attachments'];
$ticket->form_data = !empty($ticket_data['form_data']) ? $ticket_data['form_data'] : '';
if (isset($ticket_data['post_date'])) {
$ticket->date = $ticket_data['post_date'];
}
do_action('kbs_before_add_ticket', $ticket->ID, $ticket_data);
$ticket->save();
do_action('kbs_add_ticket', $ticket->ID, $ticket_data);
if (!empty($ticket->ID)) {
return $ticket->ID;
}
// Return false if no ticket was inserted
return false;
}
/**
* Output the SLA data for the ticket.
*
* @since 1.0
* @global obj $kbs_ticket KBS_Ticket class object
* @global bool $kbs_ticket_update True if this ticket is being updated, false if new.
* @param int $ticket_id The ticket post ID.
* @return str
*/
function kbs_ticket_metabox_sla_row($ticket_id)
{
global $kbs_ticket, $kbs_ticket_update;
if (!kbs_get_option('sla_tracking') || !$kbs_ticket_update) {
return;
}
$sla_respond_class = '';
$sla_resolve_class = '';
$sla_respond_remain = '';
$sla_resolve_remain = '';
if ($kbs_ticket_update) {
$respond = $kbs_ticket->ticket_meta['sla']['target_respond'];
$resolve = $kbs_ticket->ticket_meta['sla']['target_resolve'];
$sla_respond_class = kbs_sla_has_passed($kbs_ticket->ID) ? '_over' : '';
$sla_resolve_class = kbs_sla_has_passed($kbs_ticket->ID, 'resolve') ? '_over' : '';
$sla_respond_remain = ' ' . $kbs_ticket->get_sla_remain();
$sla_resolve_remain = ' ' . $kbs_ticket->get_sla_remain('resolve');
} else {
$respond = date_i18n(get_option('date_format') . ' ' . get_option('time_format'), strtotime(kbs_calculate_sla_target_response()));
$resolve = date_i18n(get_option('date_format') . ' ' . get_option('time_format'), strtotime(kbs_calculate_sla_target_resolution()));
}
?>
<p><strong><?php
_e('SLA Status', 'kb-support');
?>
</strong></p>
<p> <i class="fa fa-dot-circle-o fa-lg" aria-hidden="true"></i> <label><?php
_e('Respond:', 'kb-support');
?>
</label>
<span class="dashicons dashicons-flag kbs_sla_status<?php
echo $sla_respond_class;
?>
" title="<?php
echo $respond;
?>
"></span><?php
echo $sla_respond_remain;
?>
</p>
<p> <i class="fa fa-clock-o fa-lg" aria-hidden="true"></i> <label><?php
_e('Resolve:', 'kb-support');
?>
</label>
<span class="dashicons dashicons-flag kbs_sla_status<?php
echo $sla_resolve_class;
?>
" title="<?php
echo $resolve;
?>
"></span><?php
echo $sla_resolve_remain;
?>
</p>
<?php
}
/**
* Creates a ticket
*
* @since 1.0
* @param arr $data Array of attributes for a ticket. See $defaults aswell as wp_insert_post.
* @param arr $meta Array of attributes for a ticket's meta data. See $default_meta.
* @return mixed false if data isn't passed and class not instantiated for creation, or New Ticket ID
*/
public function create($data = array(), $meta = array())
{
if ($this->id != 0) {
return false;
}
add_action('save_post_kbs_ticket', 'kbs_ticket_post_save', 10, 3);
$defaults = array('post_type' => 'kbs_ticket', 'post_author' => is_user_logged_in() ? get_current_user_id() : 1, 'post_content' => '', 'post_status' => 'new', 'post_title' => sprintf(__('New %s', 'kb-support'), kbs_get_ticket_label_singular()));
$default_meta = array('__agent' => 0, '__target_sla_respond' => kbs_calculate_sla_target_response(), '__target_sla_resolve' => kbs_calculate_sla_target_resolution(), '__source' => 1);
$data = wp_parse_args($data, $defaults);
$meta = wp_parse_args($meta, $default_meta);
$data['meta_input'] = array('_ticket_data' => $meta);
do_action('kbs_pre_create_ticket', $data, $meta);
$id = wp_insert_post($data, true);
$ticket = WP_Post::get_instance($id);
do_action('kbs_post_create_ticket', $id, $data);
add_action('save_post_kbs_ticket', 'kbs_ticket_post_save', 10, 3);
return $this->setup_ticket($ticket);
}
