/**
* Fetch the element
*
* @param string $name Element name
* @param string $value Element value
* @param object &$node XMLElement node object containing the settings for the element
* @param string $control_name Control name
* @return string
* @since 1.3.1
*/
public function fetchElement($name, $value, &$node, $control_name)
{
$db = \App::get('db');
$html = array();
$html[] = '<select name="' . $control_name . '[' . $name . ']" id="' . $control_name . $name . '">';
include_once PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'tables' . DS . 'status.php';
$sr = new \Components\Support\Tables\Status($db);
$status = $sr->find('list', array('sort' => 'open', 'sort_Dir' => 'DESC'));
$html[] = '<option value=""' . ($value === '' || $value === null ? ' selected="selected"' : '') . '>--</option>';
$html[] = '<option value="0"' . ($value === 0 || $value === '0' ? ' selected="selected"' : '') . '>open: New</option>';
$switched = false;
foreach ($status as $anode) {
if (!$anode->open && !$switched) {
$html[] = '<option value="-1"' . ($value == -1 ? ' selected="selected"' : '') . '>closed: No resolution</option>';
$switched = true;
}
$html[] = '<option value="' . $anode->id . '"' . ($value == $anode->id ? ' selected="selected"' : '') . '>' . ($anode->open ? 'open: ' : 'closed: ') . stripslashes($anode->title) . '</option>';
}
$html[] = '</select>';
return implode("\n", $html);
}
/**
* Display a list of tickets
*
* @apiMethod GET
* @apiUri /support/list
* @apiParameter {
* "name": "limit",
* "description": "Number of result to return.",
* "type": "integer",
* "required": false,
* "default": 25
* }
* @apiParameter {
* "name": "limitstart",
* "description": "Number of where to start returning results.",
* "type": "integer",
* "required": false,
* "default": 0
* }
* @apiParameter {
* "name": "search",
* "description": "A word or phrase to search for.",
* "type": "string",
* "required": false,
* "default": ""
* }
* @apiParameter {
* "name": "sort",
* "description": "Field to sort results by.",
* "type": "string",
* "required": false,
* "default": "created",
* "allowedValues": "created, id, state"
* }
* @apiParameter {
* "name": "sort_Dir",
* "description": "Direction to sort results by.",
* "type": "string",
* "required": false,
* "default": "desc",
* "allowedValues": "asc, desc"
* }
* @return void
*/
public function listTask()
{
$this->requiresAuthentication();
if (!$this->acl->check('read', 'tickets')) {
throw new Exception(Lang::txt('Not authorized'), 403);
}
$obj = new \Components\Support\Tables\Ticket($this->database);
$filters = array('limit' => Request::getInt('limit', 25), 'start' => Request::getInt('limitstart', 0), 'search' => Request::getVar('search', ''), 'sort' => Request::getWord('sort', 'created'), 'sortdir' => strtoupper(Request::getWord('sort_Dir', 'DESC')), 'group' => Request::getVar('group', ''), 'reportedby' => Request::getVar('reporter', ''), 'owner' => Request::getVar('owner', ''), 'type' => Request::getInt('type', 0), 'status' => strtolower(Request::getWord('status', '')), 'tag' => Request::getWord('tag', ''));
$filters['opened'] = $this->_toTimestamp(Request::getVar('opened', ''));
$filters['closed'] = $this->_toTimestamp(Request::getVar('closed', ''));
$response = new stdClass();
$response->success = true;
$response->total = 0;
$response->tickets = array();
// Get a list of all statuses
$sobj = new \Components\Support\Tables\Status($this->database);
$statuses = array();
if ($data = $sobj->find('all')) {
foreach ($data as $status) {
$statuses[$status->id] = $status;
}
}
// Get a count of tickets
$response->total = $obj->getTicketsCount($filters);
if ($response->total) {
$response->tickets = $obj->getTickets($filters);
foreach ($response->tickets as $i => $ticket) {
$owner = $ticket->owner;
$response->tickets[$i]->owner = new stdClass();
$response->tickets[$i]->owner->username = $ticket->username;
$response->tickets[$i]->owner->name = $ticket->owner_name;
$response->tickets[$i]->owner->id = $ticket->owner_id;
unset($response->tickets[$i]->owner_name);
unset($response->tickets[$i]->owner_id);
unset($response->tickets[$i]->username);
$response->tickets[$i]->reporter = new stdClass();
$response->tickets[$i]->reporter->name = $ticket->name;
$response->tickets[$i]->reporter->username = $ticket->login;
$response->tickets[$i]->reporter->email = $ticket->email;
unset($response->tickets[$i]->name);
unset($response->tickets[$i]->login);
unset($response->tickets[$i]->email);
$status = $response->tickets[$i]->status;
$response->tickets[$i]->status = new stdClass();
if (!$status) {
$response->tickets[$i]->status->alias = 'new';
$response->tickets[$i]->status->title = 'New';
} else {
$response->tickets[$i]->status->alias = isset($statuses[$status]) ? $statuses[$status]->alias : 'unknown';
$response->tickets[$i]->status->title = isset($statuses[$status]) ? $statuses[$status]->title : 'unknown';
}
$response->tickets[$i]->status->id = $status;
$response->tickets[$i]->url = str_replace('/api', '', rtrim(Request::base(), '/') . '/' . ltrim(Route::url('index.php?option=com_support&controller=tickets&task=tickets&id=' . $response->tickets[$i]->id), '/'));
}
}
$this->send($response);
}
/**
* Close tickets in a specified state
*
* @return boolean
*/
public function onAfterRepositoryUpdate()
{
$database = App::get('db');
$sconfig = Component::params('com_support');
$open = 0;
$status = $this->params->get('support_ticket_closed', 0);
$status = $status == '-1' ? 0 : $status;
if ($status) {
include_once PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'tables' . DS . 'status.php';
$st = new \Components\Support\Tables\Status($database);
$st->load($status);
$open = $st->open;
}
$slc = "SELECT id, login, email, name FROM `#__support_tickets` AS t";
$upd = "UPDATE `#__support_tickets` AS t SET t.`open`=" . $database->quote($open) . ", t.`status`=" . $database->quote($status) . ", t.`closed`=" . $database->quote(Date::toSql());
$where = array();
$where[] = "t.`type`=0";
$where[] = "t.`open`=1";
// Gather a list of statuses
$statuses = array();
if (is_numeric($this->params->get('support_ticket_state1'))) {
$statuses[] = $this->params->get('support_ticket_state1');
}
if (is_numeric($this->params->get('support_ticket_state2'))) {
$statuses[] = $this->params->get('support_ticket_state2');
}
if (is_numeric($this->params->get('support_ticket_state3'))) {
$statuses[] = $this->params->get('support_ticket_state3');
}
if (count($statuses)) {
$where[] = "t.`status` IN (" . implode(',', $statuses) . ")";
}
// Only tickets for a specified group?
if ($group = $this->params->get('support_ticket_group')) {
$where[] = "t.`group`=" . $database->quote($group);
}
// Only tickets for specified owners?
if ($owners = $this->params->get('support_ticket_owners')) {
$usernames = explode(',', $owners);
$usernames = array_map('trim', $usernames);
foreach ($usernames as $k => $username) {
$user = User::getInstance($username);
$usernames[$k] = $database->quote($user->get('id'));
}
$where[] = "t.`owner` IN (" . implode(", ", $usernames) . ")";
}
// Tickets with a specified severity?
if ($severity = $this->params->get('support_ticket_severity')) {
if ($severity != 'all') {
$severities = explode(',', $severity);
$severities = array_map('trim', $severities);
foreach ($severities as $k => $severity) {
$severities[$k] = $database->quote($severity);
}
$where[] = "t.`severity` IN (" . implode(", ", $severities) . ")";
}
}
// Only tickets by specified submitters
if ($submitters = $this->params->get('support_ticket_submitters')) {
$usernames = explode(',', $submitters);
$usernames = array_map('trim', $usernames);
foreach ($usernames as $k => $username) {
$usernames[$k] = $database->quote($username);
}
$where[] = "t.`login` IN (" . implode(", ", $usernames) . ")";
}
// Tickets WITHOUT specified tags
if ($tags = $this->params->get('support_ticket_excludeTags', '')) {
$tags = explode(',', $tags);
$tags = array_map('trim', $tags);
foreach ($tags as $k => $tag) {
$tags[$k] = $database->quote($tag);
}
$where[] = "t.`id` NOT IN (\n\t\t\t\t\t\tSELECT jto.`objectid` FROM `#__tags_object` AS jto\n\t\t\t\t\t\tJOIN `#__tags` AS jt ON jto.`tagid`=jt.`id`\n\t\t\t\t\t\tWHERE jto.`tbl`='support'\n\t\t\t\t\t\tAND (\n\t\t\t\t\t\t\tjt.`tag` IN (" . implode(", ", $tags) . ") OR jt.`raw_tag` IN (" . implode(", ", $tags) . ")\n\t\t\t\t\t\t)\n\t\t\t\t\t)";
}
// Tickets WITH specified tags
if ($tags = $this->params->get('support_ticket_includeTags', '')) {
$tags = explode(',', $tags);
$tags = array_map('trim', $tags);
foreach ($tags as $k => $tag) {
$tags[$k] = $database->quote($tag);
}
$where[] = "t.`id` IN (\n\t\t\t\t\t\tSELECT jto.`objectid` FROM `#__tags_object` AS jto\n\t\t\t\t\t\tJOIN `#__tags` AS jt ON jto.`tagid`=jt.`id`\n\t\t\t\t\t\tWHERE jto.`tbl`='support'\n\t\t\t\t\t\tAND (\n\t\t\t\t\t\t\tjt.`tag` IN (" . implode(", ", $tags) . ") OR jt.`raw_tag` IN (" . implode(", ", $tags) . ")\n\t\t\t\t\t\t)\n\t\t\t\t\t)";
}
// Last activity within specified time range
if ($created = $this->params->get('support_ticket_activity')) {
$op = '';
switch ($created) {
// Created before (older than)
case '-day':
$op = '<=';
$timestamp = Date::modify('-1 day');
break;
case '-week':
$op = '<=';
$timestamp = Date::modify('-1 week');
break;
case '-2week':
$op = '<=';
$timestamp = Date::modify('-2 week');
break;
case '-3week':
$op = '<=';
$timestamp = Date::modify('-3 week');
break;
case '-month':
$op = '<=';
$timestamp = Date::modify('-1 month');
break;
case '-6month':
$op = '<=';
$timestamp = Date::modify('-6 month');
break;
case '-year':
$op = '<=';
$timestamp = Date::modify('-1 year');
break;
case '--':
$op = '';
break;
}
if ($op) {
$where[] = "(SELECT MAX(c.`created`) FROM `#__support_comments` AS c WHERE c.`ticket`=t.`id`) " . $op . $database->quote($timestamp->toSql());
}
}
if (count($where) > 0) {
$slc .= " WHERE " . implode(" AND ", $where);
$upd .= " WHERE " . implode(" AND ", $where);
}
$message_id = $this->params->get('support_ticket_message');
// Get a list of tickets before we update them
$tickets = array();
if ($message_id) {
$database->setQuery($slc);
$tickets = $database->loadObjectList();
}
// Update the tickets
$database->setQuery($upd);
if (!$database->query()) {
Log::error('Ticket query failed: ' . $database->getErrorMsg());
return false;
}
// If we're sending a message...
if ($message_id && !empty($tickets)) {
Lang::load('com_support') || Lang::load('com_support', PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'site');
include_once PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'tables' . DS . 'message.php';
include_once PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'models' . DS . 'ticket.php';
$message = new \Components\Support\Tables\Message($database);
$message->load($message_id);
// Make sure we have a message to send
if ($message->message) {
$from = array('name' => Config::get('sitename') . ' ' . Lang::txt('COM_SUPPORT'), 'email' => Config::get('mailfrom'), 'multipart' => md5(date('U')));
// Set mail additional args (mail return path - used for bounces)
if ($host = Request::getVar('HTTP_HOST', '', 'server')) {
$args = '-f hubmail-bounces@' . $host;
}
$subject = Lang::txt('COM_SUPPORT') . ': ' . Lang::txt('COM_SUPPORT_TICKETS');
$mailed = array();
$message->message = str_replace('{sitename}', Config::get('sitename'), $message->message);
$message->message = str_replace('{siteemail}', Config::get('mailfrom'), $message->message);
$comment = new \Components\Support\Models\Comment();
$comment->set('created', Date::toSql());
$comment->set('created_by', 0);
$comment->set('access', 0);
$comment->set('comment', $message->message);
foreach ($tickets as $submitter) {
$name = null;
$email = null;
if ($submitter->login) {
// Get the user's account
$user = User::getInstance($submitter->login);
if (is_object($user) && $user->get('id')) {
$name = $user->get('name');
$email = $user->get('email');
}
}
$email = $email ?: $submitter->email;
$name = $name ?: $submitter->name;
$name = $name ?: $email;
if (!$email) {
continue;
}
// Try to ensure no duplicates
if (in_array($email, $mailed)) {
continue;
}
$old = new \Components\Support\Models\Ticket($submitter->id);
$old->set('open', 1);
$row = clone $old;
$row->set('open', 0);
$comment->set('comment', str_replace('#XXX', '#' . $row->get('id'), $comment->get('comment')));
$comment->set('comment', str_replace('{ticket#}', $row->get('id'), $comment->get('comment')));
// Compare fields to find out what has changed for this ticket and build a changelog
$comment->changelog()->diff($old, $row);
$comment->set('ticket', $row->get('id'));
$eview = new \Hubzero\Mail\View(array('base_path' => PATH_CORE . DS . 'components' . DS . 'com_support' . DS . 'site', 'name' => 'emails', 'layout' => 'comment_plain'));
$eview->option = 'com_support';
$eview->controller = 'tickets';
$eview->delimiter = '~!~!~!~!~!~!~!~!~!~!';
$eview->boundary = $from['multipart'];
$eview->comment = $comment;
$eview->config = $sconfig;
$eview->ticket = $row;
$plain = $eview->loadTemplate(false);
$plain = str_replace("\n", "\r\n", $plain);
// HTML
$eview->setLayout('comment_html');
$html = $eview->loadTemplate();
$html = str_replace("\n", "\r\n", $html);
// Build message
$message = new \Hubzero\Mail\Message();
$message->setSubject($subject)->addFrom($from['email'], $from['name'])->addTo($email, $name)->addHeader('X-Component', 'com_support')->addHeader('X-Component-Object', 'support_ticket_comment');
$message->addPart($plain, 'text/plain');
$message->addPart($html, 'text/html');
// Send mail
if (!$message->send()) {
Log::error('Ticket email failed: ' . Lang::txt('Failed to mail %s', $email));
}
$mailed[] = $email;
}
}
}
return true;
}
<tr class="odd">
<th scope="row"><?php
echo Lang::txt('COM_SUPPORT_STATS_NO_RESOLUTION');
?>
</th>
<td><?php
echo isset($res[0]) ? $res[0] : '0';
?>
</td>
<td><?php
echo isset($res[0]) ? $res[0] / $total : '0';
?>
</td>
</tr>
<?php
$sr = new \Components\Support\Tables\Status($database);
$resolutions = $sr->find('list', array('open' => 0));
$cls = 'odd';
$data = array("{label: '" . Lang::txt('COM_SUPPORT_STATS_NO_RESOLUTION') . "', data: " . (isset($res[0]) ? $res[0] / $total : '0') . ", color: '" . $colors[0] . "'}");
$i = 1;
foreach ($resolutions as $resolution) {
$r = "{label: '" . $this->escape(addslashes($resolution->title)) . "', data: ";
$r .= isset($res[$resolution->id]) ? round($res[$resolution->id] / $total * 100, 2) : 0;
$r .= ", color: '" . $colors[$i] . "'}";
$data[] = $r;
$cls = $cls == 'even' ? 'odd' : 'even';
?>
<tr class="<?php
echo $cls;
?>
">
/**
* Create a new record
*
* @return object
*/
public function getConditions()
{
$conditions = new stdClass();
$conditions->owner = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false), $this->_operator('LIKE \'%$1%\'', 'contains', false), $this->_operator('LIKE \'$1%\'', 'starts with', false), $this->_operator('LIKE \'%$1\'', 'ends with', false), $this->_operator('NOT LIKE \'%$1%\'', 'does not contain', false), $this->_operator('NOT LIKE \'$1%\'', 'does not start with', false), $this->_operator('NOT LIKE \'%$1\'', 'does not end with', false)), 'text');
// Groups
$items = array($this->_value('*', Lang::txt('(any of mine)'), true));
if ($xgroups = \Hubzero\User\Helper::getGroups(User::get('id'), 'members')) {
foreach ($xgroups as $xgroup) {
$xgroup->description = trim($xgroup->description) ?: $xgroup->cn;
$items[] = $this->_value($xgroup->cn, stripslashes($this->escape($xgroup->description)), false);
}
}
$conditions->group = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false), $this->_operator('LIKE \'%$1%\'', 'contains', false), $this->_operator('LIKE \'$1%\'', 'starts with', false), $this->_operator('LIKE \'%$1\'', 'ends with', false), $this->_operator('NOT LIKE \'%$1%\'', 'does not contain', false), $this->_operator('NOT LIKE \'$1%\'', 'does not start with', false), $this->_operator('NOT LIKE \'%$1\'', 'does not end with', false)), $items);
$conditions->login = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false), $this->_operator('LIKE \'%$1%\'', 'contains', false), $this->_operator('LIKE \'$1%\'', 'starts with', false), $this->_operator('LIKE \'%$1\'', 'ends with', false), $this->_operator('NOT LIKE \'%$1%\'', 'does not contain', false), $this->_operator('NOT LIKE \'$1%\'', 'does not start with', false), $this->_operator('NOT LIKE \'%$1\'', 'does not end with', false)), 'text');
$conditions->id = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false), $this->_operator('lt', 'less than', false), $this->_operator('gt', 'grater than', false), $this->_operator('=lt', 'less than or equal to', false), $this->_operator('gt=', 'greater than or equal to', false)), 'text');
$conditions->report = $this->_expression(array($this->_operator('=', 'is', false), $this->_operator('!=', 'is not', false), $this->_operator('LIKE \'%$1%\'', 'contains', true), $this->_operator('LIKE \'$1%\'', 'starts with', false), $this->_operator('LIKE \'%$1\'', 'ends with', false), $this->_operator('NOT LIKE \'%$1%\'', 'does not contain', false), $this->_operator('NOT LIKE \'$1%\'', 'does not start with', false), $this->_operator('NOT LIKE \'%$1\'', 'does not end with', false)), 'text');
$conditions->open = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), array($this->_value('1', 'open', true), $this->_value('0', 'closed', false)));
$sr = new \Components\Support\Tables\Status($this->database);
$status = $sr->find('list', array('sort' => 'open', 'sort_Dir' => 'DESC'));
$items = array();
$items[] = $this->_value(0, $this->escape('open: New'), true);
if (isset($status) && is_array($status)) {
$switched = false;
foreach ($status as $anode) {
if (!$anode->open && !$switched) {
$items[] = $this->_value(-1, $this->escape('closed: No resolution'), false);
$switched = true;
}
$items[] = $this->_value($anode->id, $this->escape(($anode->open ? 'open: ' : 'closed: ') . stripslashes($anode->title)), false);
}
}
$conditions->status = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), $items);
$conditions->created = $this->_expression(array($this->_operator('=', 'on', true), $this->_operator('lt', 'before', false), $this->_operator('gt', 'after', false)), 'text');
$conditions->closed = $this->_expression(array($this->_operator('=', 'on', true), $this->_operator('lt', 'before', false), $this->_operator('gt', 'after', false)), 'text');
$conditions->tag = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), 'text');
$conditions->type = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), array($this->_value('0', 'user submitted', true), $this->_value('1', 'automatic', false), $this->_value('3', 'tool', false)));
$severities = Utilities::getSeverities($this->config->get('severities'));
$items = 'text';
if (isset($severities) && is_array($severities)) {
$items = array();
foreach ($severities as $severity) {
$sel = false;
if ($severity == 'normal') {
$sel = true;
}
$items[] = $this->_value($severity, $severity, $sel);
}
}
$conditions->severity = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), $items);
$sc = new Category($this->database);
$categories = $sc->find('list');
$items = 'text';
if (isset($categories) && is_array($categories)) {
$items = array();
foreach ($categories as $anode) {
$sel = false;
$items[] = $this->_value($this->escape($anode->alias), $this->escape(stripslashes($anode->title)), $sel);
}
}
$conditions->category = $this->_expression(array($this->_operator('=', 'is', true), $this->_operator('!=', 'is not', false)), $items);
return $conditions;
}
