Пример #1
0
 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));
 }
Пример #2
0
 public function save()
 {
     // Set some defaults
     $errors = array();
     $flash = Flash::Instance();
     if (isset($this->_data['Ticket']['id']) && $this->_data['Ticket']['id'] != '') {
         $originalTicket = new Ticket();
         $originalTicket->load($this->_data['Ticket']['id']);
         // Check for Client Status/Priority/Severity/Queue change
         $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) {
             $ticketResponse = TicketResponse::Factory(array('ticket_id' => $this->_data['Ticket']['id'], 'internal' => 'false', 'body' => implode("\n", $changeText), 'type' => 'status', 'owner' => EGS_USERNAME), $errors, 'TicketResponse');
             $ticketResponse->save();
             if (!empty($this->_data['TicketResponse']['body']) && !isset($this->_data['TicketResponse']['internal'])) {
                 $changeText[] = $this->_data['TicketResponse']['body'];
             }
             // Send mail
             $headers = array('From' => TicketingUtils::getReplyAddress($originalTicket));
             $header_string = "";
             foreach ($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);
             }
         }
         // Check for Internal Status/Priority/Severity/Assigned to/Originator Person/Company change
         $changes = array(array('param' => 'internal_ticket_status_id', 'friendly' => 'Internal Status', 'object' => 'TicketStatus'), array('param' => 'internal_ticket_priority_id', 'friendly' => 'Internal Priority', 'object' => 'TicketPriority'), array('param' => 'internal_ticket_severity_id', 'friendly' => 'Internal Severity', 'object' => 'TicketSeverity'), array('param' => 'assigned_to', 'friendly' => 'Assigned To', 'object' => 'User', 'fields' => array('username')), array('param' => 'originator_person_id', 'friendly' => 'Person', 'object' => 'Person'), array('param' => 'originator_company_id', 'friendly' => 'Company', 'object' => 'Company'));
         $changeText = array();
         foreach ($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'][$change['param']]);
                 if (!isset($change['fields'])) {
                     $was_value = $was->name;
                 } else {
                     $t = '';
                     foreach ($change['fields'] as $field) {
                         $t .= $was->{$field} . ' ';
                     }
                     $t = rtrim($t);
                     $was_value = $t;
                 }
                 if (!isset($change['fields'])) {
                     $now_value = $now->name;
                 } else {
                     $t = '';
                     foreach ($change['fields'] as $field) {
                         $t .= $now->{$field} . ' ';
                     }
                     $t = rtrim($t);
                     $now_value = $t;
                 }
                 $changeText[] = $change['friendly'] . ': was ' . $was_value . ' now ' . $now_value . '.';
             }
         }
         if (count($changeText) > 0) {
             $ticketResponse = TicketResponse::Factory(array('ticket_id' => $this->_data['Ticket']['id'], 'internal' => 'true', 'body' => implode("\n", $changeText), 'type' => 'status', 'owner' => EGS_USERNAME), $errors, 'TicketResponse');
             $ticketResponse->save();
         }
         // Assignation changed?
         if ($this->_data['Ticket']['assigned_to'] != $originalTicket->assigned_to and $this->_data['Ticket']['assigned_to'] != '') {
             // Find email address for user
             $user = new User();
             $user->loadBy('username', $this->_data['Ticket']['assigned_to']);
             if (!is_null($user->person_id)) {
                 $person = new Person();
                 $person->load($user->person_id);
                 $to = $person->email->contactmethod;
             } else {
                 $to = '';
             }
             if (empty($to)) {
                 $to = $user->email;
             }
             if ($to != '') {
                 $body = "The following ticket has been assigned to you:\n";
                 $body .= '[' . $this->_data['Ticket']['ticket_queue_id'] . '-' . $this->_data['Ticket']['id'] . '] ' . $this->_data['Ticket']['summary'] . "\n";
                 $header_string = 'From: ' . TicketingUtils::getReplyAddress($originalTicket);
                 mail($to, 'You\'ve been assigned: [' . $this->_data['Ticket']['ticket_queue_id'] . '-' . $this->_data['Ticket']['id'] . '] ' . $this->_data['Ticket']['summary'], $body, $header_string);
             }
         }
     }
     if (isset($this->_data['TicketResponse']) && empty($this->_data['TicketResponse']['body'])) {
         unset($this->_data['TicketResponse']);
     }
     if (parent::save('Ticket', '', $errors)) {
         sendTo('Tickets', 'view', array('ticketing'), array('id' => $this->saved_model->id));
     }
     $errors[] = 'Error saving ticket';
     $flash->addErrors($errors);
     $this->refresh();
 }