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<?php
/*********************************************************************************
* The contents of this file are subject to the SugarCRM Public License Version 1.1.2
* ("License"); You may not use this file except in compliance with the
* License. You may obtain a copy of txhe License at http://www.sugarcrm.com/SPL
* Software distributed under the License is distributed on an "AS IS" basis,
* WITHOUT WARRANTY OF ANY KIND, either express or implied. See the License for
* the specific language governing rights and limitations under the License.
* The Original Code is: SugarCRM Open Source
* The Initial Developer of the Original Code is SugarCRM, Inc.
* Portions created by SugarCRM are Copyright (C) SugarCRM, Inc.;
* All Rights Reserved.
* Contributor(s): ______________________________________.
********************************************************************************/
class HelpDesk extends CRMEntity {
var $log;
var $db;
var $table_name = "vtiger_troubletickets";
var $table_index= 'ticketid';
var $tab_name = Array('vtiger_crmentity','vtiger_troubletickets','vtiger_ticketcf');
var $tab_name_index = Array('vtiger_crmentity'=>'crmid','vtiger_troubletickets'=>'ticketid','vtiger_ticketcf'=>'ticketid','vtiger_ticketcomments'=>'ticketid');
/**
* Mandatory table for supporting custom fields.
*/
var $customFieldTable = Array('vtiger_ticketcf', 'ticketid');
var $column_fields = Array();
//Pavani: Assign value to entity_table
var $entity_table = "vtiger_crmentity";
var $sortby_fields = Array('title','status','priority','crmid','firstname','smownerid');
var $list_fields = Array(
//Module Sequence Numbering
//'Ticket ID'=>Array('crmentity'=>'crmid'),
'Ticket No'=>Array('troubletickets'=>'ticket_no'),
// END
'Subject'=>Array('troubletickets'=>'title'),
'Related to'=>Array('troubletickets'=>'parent_id'),
'Contact Name'=>Array('troubletickets'=>'contact_id'),
'Status'=>Array('troubletickets'=>'status'),
'Priority'=>Array('troubletickets'=>'priority'),
'Assigned To'=>Array('crmentity','smownerid')
);
var $list_fields_name = Array(
'Ticket No'=>'ticket_no',
'Subject'=>'ticket_title',
'Related to'=>'parent_id',
'Contact Name' => 'contact_id',
'Status'=>'ticketstatus',
'Priority'=>'ticketpriorities',
'Assigned To'=>'assigned_user_id'
);
var $list_link_field= 'ticket_title';
var $range_fields = Array(
'ticketid',
'title',
'firstname',
'lastname',
'parent_id',
'productid',
'productname',
'priority',
'severity',
'status',
'category',
'description',
'solution',
'modifiedtime',
'createdtime'
);
var $search_fields = Array(
//'Ticket ID' => Array('vtiger_crmentity'=>'crmid'),
'Ticket No' =>Array('vtiger_troubletickets'=>'ticket_no'),
'Title' => Array('vtiger_troubletickets'=>'title')
);
var $search_fields_name = Array(
'Ticket No' => 'ticket_no',
'Title'=>'ticket_title',
);
//Specify Required fields
var $required_fields = array();
// Used when enabling/disabling the mandatory fields for the module.
// Refers to vtiger_field.fieldname values.
var $mandatory_fields = Array('assigned_user_id', 'createdtime', 'modifiedtime', 'ticket_title', 'update_log','ticketpriorities','ticketstatus');
//Added these variables which are used as default order by and sortorder in ListView
var $default_order_by = 'title';
var $default_sort_order = 'DESC';
// For Alphabetical search
var $def_basicsearch_col = 'ticket_title';
//var $groupTable = Array('vtiger_ticketgrouprelation','ticketid');
/** Constructor which will set the column_fields in this object
*/
function HelpDesk()
{
$this->log =LoggerManager::getLogger('helpdesk');
$this->log->debug("Entering HelpDesk() method ...");
$this->db = PearDatabase::getInstance();
$this->column_fields = getColumnFields('HelpDesk');
$this->log->debug("Exiting HelpDesk method ...");
}
function save_module($module)
{
//Inserting into Ticket Comment Table
$this->insertIntoTicketCommentTable("vtiger_ticketcomments",$module);
//Inserting into vtiger_attachments
$this->insertIntoAttachment($this->id,$module);
//service contract update
$return_action = $_REQUEST['return_action'];
$for_module = $_REQUEST['return_module'];
$for_crmid = $_REQUEST['return_id'];
if ($return_action && $for_module && $for_crmid) {
if ($for_module == 'ServiceContracts') {
$on_focus = CRMEntity::getInstance($for_module);
$on_focus->save_related_module($for_module, $for_crmid, $module, $this->id);
}
}
}
function save_related_module($module, $crmid, $with_module, $with_crmid, $otherParams = array()) {
parent::save_related_module($module, $crmid, $with_module, $with_crmid);
if ($with_module == 'ServiceContracts') {
$serviceContract = CRMEntity::getInstance("ServiceContracts");
$serviceContract->updateHelpDeskRelatedTo($with_crmid,$crmid);
$serviceContract->updateServiceContractState($with_crmid);
}
}
/** Function to insert values in vtiger_ticketcomments for the specified tablename and module
* @param $table_name -- table name:: Type varchar
* @param $module -- module:: Type varchar
*/
function insertIntoTicketCommentTable($table_name, $module)
{
global $log;
$log->info("in insertIntoTicketCommentTable ".$table_name." module is ".$module);
global $adb;
global $current_user;
$current_time = $adb->formatDate(date('Y-m-d H:i:s'), true);
if ($this->column_fields['from_portal'] != 1) {
$ownertype = 'user';
$ownerId = $current_user->id;
} else {
$ownertype = 'customer';
$ownerId = $this->column_fields['parent_id'];
}
$comment = $this->column_fields['comments'];
if ($comment != '') {
$sql = "insert into vtiger_ticketcomments values(?,?,?,?,?,?)";
$params = array('', $this->id, from_html($comment), $ownerId, $ownertype, $current_time);
$adb->pquery($sql, $params);
}
}
/**
* This function is used to add the vtiger_attachments. This will call the function uploadAndSaveFile which will upload the attachment into the server and save that attachment information in the database.
* @param int $id - entity id to which the vtiger_files to be uploaded
* @param string $module - the current module name
*/
function insertIntoAttachment($id,$module)
{
global $log, $adb;
$log->debug("Entering into insertIntoAttachment($id,$module) method.");
$file_saved = false;
if(count($_FILES)) {
foreach($_FILES as $fileindex => $files)
{
if($files['name'] != '' && $files['size'] > 0)
{
$files['original_name'] = vtlib_purify($_REQUEST[$fileindex.'_hidden']);
$file_saved = $this->uploadAndSaveFile($id,$module,$files);
}
}
}
$log->debug("Exiting from insertIntoAttachment($id,$module) method.");
}
/** Function to form the query to get the list of activities
* @param int $id - ticket id
* @return array - return an array which will be returned from the function GetRelatedList
**/
function get_activities($id, $cur_tab_id, $rel_tab_id, $actions=false) {
global $log, $singlepane_view,$currentModule,$current_user;
$log->debug("Entering get_activities(".$id.") method ...");
$this_module = $currentModule;
$related_module = vtlib_getModuleNameById($rel_tab_id);
require_once("modules/$related_module/Activity.php");
$other = new Activity();
vtlib_setup_modulevars($related_module, $other);
$singular_modname = vtlib_toSingular($related_module);
$parenttab = getParentTab();
if($singlepane_view == 'true')
$returnset = '&return_module='.$this_module.'&return_action=DetailView&return_id='.$id;
else
$returnset = '&return_module='.$this_module.'&return_action=CallRelatedList&return_id='.$id;
$button = '';
$button .= '<input type="hidden" name="activity_mode">';
if($actions) {
if(is_string($actions)) $actions = explode(',', strtoupper($actions));
if(in_array('ADD', $actions) && isPermitted($related_module,1, '') == 'yes') {
if(getFieldVisibilityPermission('Calendar',$current_user->id,'parent_id', 'readwrite') == '0') {
$button .= "<input title='".getTranslatedString('LBL_NEW'). " ". getTranslatedString('LBL_TODO', $related_module) ."' class='crmbutton small create'" .
" onclick='this.form.action.value=\"EditView\";this.form.module.value=\"$related_module\";this.form.return_module.value=\"$this_module\";this.form.activity_mode.value=\"Task\";' type='submit' name='button'" .
" value='". getTranslatedString('LBL_ADD_NEW'). " " . getTranslatedString('LBL_TODO', $related_module) ."'> ";
}
if(getFieldVisibilityPermission('Events',$current_user->id,'parent_id', 'readwrite') == '0') {
$button .= "<input title='".getTranslatedString('LBL_NEW'). " ". getTranslatedString('LBL_TODO', $related_module) ."' class='crmbutton small create'" .
" onclick='this.form.action.value=\"EditView\";this.form.module.value=\"$related_module\";this.form.return_module.value=\"$this_module\";this.form.activity_mode.value=\"Events\";' type='submit' name='button'" .
" value='". getTranslatedString('LBL_ADD_NEW'). " " . getTranslatedString('LBL_EVENT', $related_module) ."'>";
}
}
}
$userNameSql = getSqlForNameInDisplayFormat(array('first_name'=>
'vtiger_users.first_name', 'last_name' => 'vtiger_users.last_name'), 'Users');
$query = "SELECT case when (vtiger_users.user_name not like '') then $userNameSql else vtiger_groups.groupname end as user_name," .
" vtiger_activity.*, vtiger_cntactivityrel.contactid, vtiger_contactdetails.lastname, vtiger_contactdetails.firstname," .
" vtiger_crmentity.crmid, vtiger_recurringevents.recurringtype, vtiger_crmentity.smownerid, vtiger_crmentity.modifiedtime," .
" vtiger_seactivityrel.crmid as parent_id " .
" from vtiger_activity inner join vtiger_seactivityrel on vtiger_seactivityrel.activityid=vtiger_activity.activityid" .
" inner join vtiger_crmentity on vtiger_crmentity.crmid=vtiger_activity.activityid" .
" left join vtiger_cntactivityrel on vtiger_cntactivityrel.activityid = vtiger_activity.activityid " .
" left join vtiger_contactdetails on vtiger_contactdetails.contactid = vtiger_cntactivityrel.contactid" .
" left outer join vtiger_recurringevents on vtiger_recurringevents.activityid=vtiger_activity.activityid" .
" left join vtiger_users on vtiger_users.id=vtiger_crmentity.smownerid" .
" left join vtiger_groups on vtiger_groups.groupid=vtiger_crmentity.smownerid" .
" where vtiger_seactivityrel.crmid=".$id." and vtiger_crmentity.deleted=0 and (activitytype NOT IN ('Emails'))" .
" AND ( vtiger_activity.status is NULL OR vtiger_activity.status != 'Completed' )" .
" and ( vtiger_activity.eventstatus is NULL OR vtiger_activity.eventstatus != 'Held') ";
$return_value = GetRelatedList($this_module, $related_module, $other, $query, $button, $returnset);
if($return_value == null) $return_value = Array();
$return_value['CUSTOM_BUTTON'] = $button;
$log->debug("Exiting get_activities method ...");
return $return_value;
}
/** Function to get the Ticket History information as in array format
* @param int $ticketid - ticket id
* @return array - return an array with title and the ticket history informations in the following format
array(
header=>array('0'=>'title'),
entries=>array('0'=>'info1','1'=>'info2',etc.,)
)
*/
function get_ticket_history($ticketid)
{
global $log, $adb;
$log->debug("Entering into get_ticket_history($ticketid) method ...");
$query="select title,update_log from vtiger_troubletickets where ticketid=?";
$result=$adb->pquery($query, array($ticketid));
$update_log = $adb->query_result($result,0,"update_log");
$splitval = split('--//--',trim($update_log,'--//--'));
$header[] = $adb->query_result($result,0,"title");
$return_value = Array('header'=>$header,'entries'=>$splitval);
$log->debug("Exiting from get_ticket_history($ticketid) method ...");
return $return_value;
}
/** Function to process the list query and return the result with number of rows
* @param string $query - query
* @return array $response - array( list => array(
$i => array(key => val)
),
row_count => '',
next_offset => '',
previous_offset =>''
)
where $i=0,1,..n & key = ticketid, title, firstname, ..etc(range_fields) & val = value of the key from db retrieved row
**/
function process_list_query($query, $row_offset, $limit = -1, $max_per_page = -1) {
global $log;
$log->debug("Entering process_list_query(".$query.") method ...");
$result =& $this->db->query($query,true,"Error retrieving $this->object_name list: ");
$list = Array();
$rows_found = $this->db->getRowCount($result);
if($rows_found != 0)
{
$ticket = Array();
for($index = 0 , $row = $this->db->fetchByAssoc($result, $index); $row && $index <$rows_found;$index++, $row = $this->db->fetchByAssoc($result, $index))
{
foreach($this->range_fields as $columnName)
{
if (isset($row[$columnName]))
{
$ticket[$columnName] = $row[$columnName];
}
else
{
$ticket[$columnName] = "";
}
}
$list[] = $ticket;
}
}
$response = Array();
$response['list'] = $list;
$response['row_count'] = $rows_found;
$response['next_offset'] = $next_offset;
$response['previous_offset'] = $previous_offset;
$log->debug("Exiting process_list_query method ...");
return $response;
}
/** Function to get the HelpDesk field labels in caps letters without space
* @return array $mergeflds - array( key => val ) where key=0,1,2..n & val = ASSIGNEDTO,RELATEDTO, .,etc
**/
function getColumnNames_Hd()
{
global $log,$current_user;
$log->debug("Entering getColumnNames_Hd() method ...");
require('user_privileges/user_privileges_'.$current_user->id.'.php');
if($is_admin == true || $profileGlobalPermission[1] == 0 || $profileGlobalPermission[2] == 0)
{
$sql1 = "select fieldlabel from vtiger_field where tabid=13 and block <> 30 and vtiger_field.uitype <> '61' and vtiger_field.presence in (0,2)";
$params1 = array();
}else
{
$profileList = getCurrentUserProfileList();
$sql1 = "select vtiger_field.fieldid,fieldlabel from vtiger_field inner join vtiger_profile2field on vtiger_profile2field.fieldid=vtiger_field.fieldid inner join vtiger_def_org_field on vtiger_def_org_field.fieldid=vtiger_field.fieldid where vtiger_field.tabid=13 and vtiger_field.block <> 30 and vtiger_field.uitype <> '61' and vtiger_field.displaytype in (1,2,3,4) and vtiger_profile2field.visible=0 and vtiger_def_org_field.visible=0 and vtiger_field.presence in (0,2)";
$params1 = array();
if (count($profileList) > 0) {
$sql1 .= " and vtiger_profile2field.profileid in (". generateQuestionMarks($profileList) .") group by fieldid";
array_push($params1, $profileList);
}
}
$result = $this->db->pquery($sql1, $params1);
$numRows = $this->db->num_rows($result);
for($i=0; $i < $numRows;$i++)
{
$custom_fields[$i] = $this->db->query_result($result,$i,"fieldlabel");
$custom_fields[$i] = preg_replace("/\s+/","",$custom_fields[$i]);
$custom_fields[$i] = strtoupper($custom_fields[$i]);
}
$mergeflds = $custom_fields;
$log->debug("Exiting getColumnNames_Hd method ...");
return $mergeflds;
}
/** Function to get the Customer Name who has made comment to the ticket from the customer portal
* @param int $id - Ticket id
* @return string $customername - The contact name
**/
function getCustomerName($id)
{
global $log;
$log->debug("Entering getCustomerName(".$id.") method ...");
global $adb;
$sql = "select * from vtiger_portalinfo inner join vtiger_troubletickets on vtiger_troubletickets.contact_id = vtiger_portalinfo.id where vtiger_troubletickets.ticketid=?";
$result = $adb->pquery($sql, array($id));
$customername = $adb->query_result($result,0,'user_name');
$log->debug("Exiting getCustomerName method ...");
return $customername;
}
// Function to create, export query for helpdesk module
/** Function to export the ticket records in CSV Format
* @param reference variable - where condition is passed when the query is executed
* Returns Export Tickets Query.
*/
function create_export_query($where)
{
global $log;
global $current_user;
$log->debug("Entering create_export_query(".$where.") method ...");
include("include/utils/ExportUtils.php");
//To get the Permitted fields query and the permitted fields list
$sql = getPermittedFieldsQuery("HelpDesk", "detail_view");
$fields_list = getFieldsListFromQuery($sql);
//Ticket changes--5198
$fields_list = str_replace(",vtiger_ticketcomments.comments as 'Add Comment'",' ',$fields_list);
$userNameSql = getSqlForNameInDisplayFormat(array('first_name'=>
'vtiger_users.first_name', 'last_name' => 'vtiger_users.last_name'), 'Users');
$query = "SELECT $fields_list,case when (vtiger_users.user_name not like '') then $userNameSql else vtiger_groups.groupname end as user_name
FROM ".$this->entity_table. "
INNER JOIN vtiger_troubletickets
ON vtiger_troubletickets.ticketid =vtiger_crmentity.crmid
LEFT JOIN vtiger_account
ON vtiger_account.accountid = vtiger_troubletickets.parent_id
LEFT JOIN vtiger_contactdetails
ON vtiger_contactdetails.contactid = vtiger_troubletickets.contact_id
LEFT JOIN vtiger_ticketcf
ON vtiger_ticketcf.ticketid=vtiger_troubletickets.ticketid
LEFT JOIN vtiger_groups
ON vtiger_groups.groupid = vtiger_crmentity.smownerid
LEFT JOIN vtiger_users
ON vtiger_users.id=vtiger_crmentity.smownerid and vtiger_users.status='Active'
LEFT JOIN vtiger_products
ON vtiger_products.productid=vtiger_troubletickets.product_id";
//end
$query .= getNonAdminAccessControlQuery('HelpDesk',$current_user);
$where_auto=" vtiger_crmentity.deleted = 0 ";
if($where != "")
$query .= " WHERE ($where) AND ".$where_auto;
else
$query .= " WHERE ".$where_auto;
$log->debug("Exiting create_export_query method ...");
return $query;
}
/** Function used to get the Activity History
* @param int $id - ticket id to which we want to display the activity history
* @return array - return an array which will be returned from the function getHistory
*/
function get_history($id)
{
global $log;
$log->debug("Entering get_history(".$id.") method ...");
$userNameSql = getSqlForNameInDisplayFormat(array('first_name'=>
'vtiger_users.first_name', 'last_name' => 'vtiger_users.last_name'), 'Users');
$query = "SELECT vtiger_activity.activityid, vtiger_activity.subject, vtiger_activity.status, vtiger_activity.eventstatus, vtiger_activity.date_start, vtiger_activity.due_date,vtiger_activity.time_start,vtiger_activity.time_end,vtiger_activity.activitytype, vtiger_troubletickets.ticketid, vtiger_troubletickets.title, vtiger_crmentity.modifiedtime,vtiger_crmentity.createdtime, vtiger_crmentity.description,
case when (vtiger_users.user_name not like '') then $userNameSql else vtiger_groups.groupname end as user_name
from vtiger_activity
inner join vtiger_seactivityrel on vtiger_seactivityrel.activityid= vtiger_activity.activityid
inner join vtiger_troubletickets on vtiger_troubletickets.ticketid = vtiger_seactivityrel.crmid
inner join vtiger_crmentity on vtiger_crmentity.crmid=vtiger_activity.activityid
left join vtiger_groups on vtiger_groups.groupid=vtiger_crmentity.smownerid
left join vtiger_users on vtiger_users.id=vtiger_crmentity.smownerid
where (vtiger_activity.activitytype != 'Emails')
and (vtiger_activity.status = 'Completed' or vtiger_activity.status = 'Deferred' or (vtiger_activity.eventstatus = 'Held' and vtiger_activity.eventstatus != ''))
and vtiger_seactivityrel.crmid=".$id."
and vtiger_crmentity.deleted = 0";
//Don't add order by, because, for security, one more condition will be added with this query in include/RelatedListView.php
$log->debug("Entering get_history method ...");
return getHistory('HelpDesk',$query,$id);
}
/** Function to get the update ticket history for the specified ticketid
* @param $id -- $ticketid:: Type Integer
*/
function constructUpdateLog($focus, $mode, $assigned_group_name, $assigntype)
{
global $adb;
global $current_user;
if($mode != 'edit')//this will be updated when we create new ticket
{
$updatelog = "Ticket created. Assigned to ";
if(!empty($assigned_group_name) && $assigntype == 'T')
{
$updatelog .= " group ".(is_array($assigned_group_name)? $assigned_group_name[0] : $assigned_group_name);
}
elseif($focus->column_fields['assigned_user_id'] != '')
{
$updatelog .= " user ".getUserFullName($focus->column_fields['assigned_user_id']);
}
else
{
$updatelog .= " user ".getUserFullName($current_user->id);
}
$fldvalue = date("l dS F Y h:i:s A").' by '.$current_user->user_name;
$updatelog .= " -- ".$fldvalue."--//--";
}
else
{
$ticketid = $focus->id;
//First retrieve the existing information
$tktresult = $adb->pquery("select * from vtiger_troubletickets where ticketid=?", array($ticketid));
$crmresult = $adb->pquery("select * from vtiger_crmentity where crmid=?", array($ticketid));
$updatelog = decode_html($adb->query_result($tktresult,0,"update_log"));
$old_owner_id = $adb->query_result($crmresult,0,"smownerid");
$old_status = $adb->query_result($tktresult,0,"status");
$old_priority = $adb->query_result($tktresult,0,"priority");
$old_severity = $adb->query_result($tktresult,0,"severity");
$old_category = $adb->query_result($tktresult,0,"category");
//Assigned to change log
if($focus->column_fields['assigned_user_id'] != $old_owner_id)
{
$owner_name = getOwnerName($focus->column_fields['assigned_user_id']);
if($assigntype == 'T')
$updatelog .= ' Transferred to group '.$owner_name.'\.';
else
$updatelog .= ' Transferred to user '.decode_html($owner_name).'\.'; // Need to decode UTF characters which are migrated from versions < 5.0.4.
}
//Status change log
if($old_status != $focus->column_fields['ticketstatus'] && $focus->column_fields['ticketstatus'] != '')
{
$updatelog .= ' Status Changed to '.$focus->column_fields['ticketstatus'].'\.';
}
//Priority change log
if($old_priority != $focus->column_fields['ticketpriorities'] && $focus->column_fields['ticketpriorities'] != '')
{
$updatelog .= ' Priority Changed to '.$focus->column_fields['ticketpriorities'].'\.';
}
//Severity change log
if($old_severity != $focus->column_fields['ticketseverities'] && $focus->column_fields['ticketseverities'] != '')
{
$updatelog .= ' Severity Changed to '.$focus->column_fields['ticketseverities'].'\.';
}
//Category change log
if($old_category != $focus->column_fields['ticketcategories'] && $focus->column_fields['ticketcategories'] != '')
{
$updatelog .= ' Category Changed to '.$focus->column_fields['ticketcategories'].'\.';
}
$updatelog .= ' -- '.date("l dS F Y h:i:s A").' by '.$current_user->user_name.'--//--';
}
return $updatelog;
}
/**
* Move the related records of the specified list of id's to the given record.
* @param String This module name
* @param Array List of Entity Id's from which related records need to be transfered
* @param Integer Id of the the Record to which the related records are to be moved
*/
function transferRelatedRecords($module, $transferEntityIds, $entityId) {
global $adb,$log;
$log->debug("Entering function transferRelatedRecords ($module, $transferEntityIds, $entityId)");
$rel_table_arr = Array("Activities"=>"vtiger_seactivityrel","Attachments"=>"vtiger_seattachmentsrel","Documents"=>"vtiger_senotesrel");
$tbl_field_arr = Array("vtiger_seactivityrel"=>"activityid","vtiger_seattachmentsrel"=>"attachmentsid","vtiger_senotesrel"=>"notesid");
$entity_tbl_field_arr = Array("vtiger_seactivityrel"=>"crmid","vtiger_seattachmentsrel"=>"crmid","vtiger_senotesrel"=>"crmid");
foreach($transferEntityIds as $transferId) {
foreach($rel_table_arr as $rel_module=>$rel_table) {
$id_field = $tbl_field_arr[$rel_table];
$entity_id_field = $entity_tbl_field_arr[$rel_table];
// IN clause to avoid duplicate entries
$sel_result = $adb->pquery("select $id_field from $rel_table where $entity_id_field=? " .
" and $id_field not in (select $id_field from $rel_table where $entity_id_field=?)",
array($transferId,$entityId));
$res_cnt = $adb->num_rows($sel_result);
if($res_cnt > 0) {
for($i=0;$i<$res_cnt;$i++) {
$id_field_value = $adb->query_result($sel_result,$i,$id_field);
$adb->pquery("update $rel_table set $entity_id_field=? where $entity_id_field=? and $id_field=?",
array($entityId,$transferId,$id_field_value));
}
}
}
}
parent::transferRelatedRecords($module, $transferEntityIds, $entityId);
$log->debug("Exiting transferRelatedRecords...");
}
/*
* Function to get the secondary query part of a report
* @param - $module primary module name
* @param - $secmodule secondary module name
* returns the query string formed on fetching the related data for report for secondary module
*/
function generateReportsSecQuery($module,$secmodule, $queryPlanner) {
$matrix = $queryPlanner->newDependencyMatrix();
$matrix->setDependency("vtiger_crmentityHelpDesk",array("vtiger_groupsHelpDesk","vtiger_usersHelpDesk","vtiger_lastModifiedByHelpDesk"));
$matrix->setDependency("vtiger_crmentityRelHelpDesk",array("vtiger_accountRelHelpDesk","vtiger_contactdetailsRelHelpDesk"));
if (!$queryPlanner->requireTable('vtiger_troubletickets', $matrix)) {
return '';
}
$matrix->setDependency("vtiger_troubletickets",array("vtiger_crmentityHelpDesk","vtiger_ticketcf","vtiger_crmentityRelHelpDesk","vtiger_productsRel"));
// TODO Support query planner
$query = $this->getRelationQuery($module,$secmodule,"vtiger_troubletickets","ticketid", $queryPlanner);
if ($queryPlanner->requireTable("vtiger_crmentityHelpDesk",$matrix)){
$query .=" left join vtiger_crmentity as vtiger_crmentityHelpDesk on vtiger_crmentityHelpDesk.crmid=vtiger_troubletickets.ticketid and vtiger_crmentityHelpDesk.deleted=0";
}
if ($queryPlanner->requireTable("vtiger_ticketcf")){
$query .=" left join vtiger_ticketcf on vtiger_ticketcf.ticketid = vtiger_troubletickets.ticketid";
}
if ($queryPlanner->requireTable("vtiger_crmentityRelHelpDesk",$matrix)){
$query .=" left join vtiger_crmentity as vtiger_crmentityRelHelpDesk on vtiger_crmentityRelHelpDesk.crmid = vtiger_troubletickets.parent_id";
}
if ($queryPlanner->requireTable("vtiger_accountRelHelpDesk")){
$query .=" left join vtiger_account as vtiger_accountRelHelpDesk on vtiger_accountRelHelpDesk.accountid=vtiger_crmentityRelHelpDesk.crmid";
}
if ($queryPlanner->requireTable("vtiger_contactdetailsRelHelpDesk")){
$query .=" left join vtiger_contactdetails as vtiger_contactdetailsRelHelpDesk on vtiger_contactdetailsRelHelpDesk.contactid= vtiger_troubletickets.contact_id";
}
if ($queryPlanner->requireTable("vtiger_productsRel")){
$query .=" left join vtiger_products as vtiger_productsRel on vtiger_productsRel.productid = vtiger_troubletickets.product_id";
}
if ($queryPlanner->requireTable("vtiger_groupsHelpDesk")){
$query .=" left join vtiger_groups as vtiger_groupsHelpDesk on vtiger_groupsHelpDesk.groupid = vtiger_crmentityHelpDesk.smownerid";
}
if ($queryPlanner->requireTable("vtiger_usersHelpDesk")){
$query .=" left join vtiger_users as vtiger_usersHelpDesk on vtiger_usersHelpDesk.id = vtiger_crmentityHelpDesk.smownerid";
}
if ($queryPlanner->requireTable("vtiger_lastModifiedByHelpDesk")){
$query .=" left join vtiger_users as vtiger_lastModifiedByHelpDesk on vtiger_lastModifiedByHelpDesk.id = vtiger_crmentityHelpDesk.modifiedby ";
}
if ($queryPlanner->requireTable("vtiger_createdbyHelpDesk")){
$query .= " left join vtiger_users as vtiger_createdbyHelpDesk on vtiger_createdbyHelpDesk.id = vtiger_crmentityHelpDesk.smcreatorid ";
}
//if secondary modules custom reference field is selected
$query .= parent::getReportsUiType10Query($secmodule, $queryPlanner);
return $query;
}
/*
* Function to get the relation tables for related modules
* @param - $secmodule secondary module name
* returns the array with table names and fieldnames storing relations between module and this module
*/
function setRelationTables($secmodule){
$rel_tables = array (
"Calendar" => array("vtiger_seactivityrel"=>array("crmid","activityid"),"vtiger_troubletickets"=>"ticketid"),
"Documents" => array("vtiger_senotesrel"=>array("crmid","notesid"),"vtiger_troubletickets"=>"ticketid"),
"Products" => array("vtiger_troubletickets"=>array("ticketid","product_id")),
"Services" => array("vtiger_crmentityrel"=>array("crmid","relcrmid"),"vtiger_troubletickets"=>"ticketid"),
"Emails" => array("vtiger_seactivityrel"=>array("crmid","activityid"),"vtiger_troubletickets"=>"ticketid"),
);
return $rel_tables[$secmodule];
}
// Function to unlink an entity with given Id from another entity
function unlinkRelationship($id, $return_module, $return_id) {
global $log;
if(empty($return_module) || empty($return_id)) return;
if($return_module == 'Accounts') {
$sql = 'UPDATE vtiger_troubletickets SET parent_id=? WHERE ticketid=?';
$this->db->pquery($sql, array(null, $id));
$se_sql= 'DELETE FROM vtiger_seticketsrel WHERE ticketid=?';
$this->db->pquery($se_sql, array($id));
} elseif($return_module == 'Contacts') {
$sql = 'UPDATE vtiger_troubletickets SET contact_id=? WHERE ticketid=?';
$this->db->pquery($sql, array(null, $id));
$se_sql= 'DELETE FROM vtiger_seticketsrel WHERE ticketid=?';
$this->db->pquery($se_sql, array($id));
}elseif($return_module == 'Products') {
$sql = 'UPDATE vtiger_troubletickets SET product_id=? WHERE ticketid=?';
$this->db->pquery($sql, array(null, $id));
} elseif($return_module == 'Documents') {
$sql = 'DELETE FROM vtiger_senotesrel WHERE crmid=? AND notesid=?';
$this->db->pquery($sql, array($id, $return_id));
} else {
parent::unlinkRelationship($id, $return_module, $return_id);
}
}
public static function getTicketEmailContents($entityData, $toOwner=false) {
global $HELPDESK_SUPPORT_NAME;
$adb = PearDatabase::getInstance();
$moduleName = $entityData->getModuleName();
$wsId = $entityData->getId();
if (strpos($wsId,'x')) {
$parts = explode('x', $wsId);
$entityId = $parts[1];
} else {
$entityId = $wsId;
}
$isNew = $entityData->isNew();
if (!$isNew) {
$reply = getTranslatedString("replied", $moduleName);
$temp = getTranslatedString("Re", $moduleName);
} else {
$reply = getTranslatedString("created", $moduleName);
$temp = " ";
}
$wsParentId = $entityData->get('contact_id');
$parentIdParts = explode('x', $wsParentId);
// If this function is being triggered as part of Eventing API
// Then the reference field ID will not matching the webservice format.
// Regardless of the entry we need just the ID
$parentId = array_pop($parentIdParts);
$desc = getTranslatedString('Ticket ID', $moduleName) . ' : ' . $entityId . '<br>'
. getTranslatedString('Ticket Title', $moduleName) . ' : ' . $temp . ' '
. $entityData->get('ticket_title');
$name = (!$toOwner)?getParentName($parentId):'';
$desc .= "<br><br>" . getTranslatedString('Hi', $moduleName) . " " . $name . ",<br><br>"
. getTranslatedString('LBL_PORTAL_BODY_MAILINFO', $moduleName) . " " . $reply . " " . getTranslatedString('LBL_DETAIL', $moduleName) . "<br>";
$desc .= "<br>" . getTranslatedString('Ticket No', $moduleName) . " : " . $entityData->get('ticket_no');
$desc .= "<br>" . getTranslatedString('Status', $moduleName) . " : " . $entityData->get('ticketstatus');
$desc .= "<br>" . getTranslatedString('Category', $moduleName) . " : " . $entityData->get('ticketcategories');
$desc .= "<br>" . getTranslatedString('Severity', $moduleName) . " : " . $entityData->get('ticketseverities');
$desc .= "<br>" . getTranslatedString('Priority', $moduleName) . " : " . $entityData->get('ticketpriorities');
$desc .= "<br><br>" . getTranslatedString('Description', $moduleName) . " : <br>" . $entityData->get('description');
$desc .= "<br><br>" . getTranslatedString('Solution', $moduleName) . " : <br>" . $entityData->get('solution');
$desc .= getTicketComments($entityId);
$sql = "SELECT * FROM vtiger_ticketcf WHERE ticketid = ?";
$result = $adb->pquery($sql, array($entityId));
$cffields = $adb->getFieldsArray($result);
foreach ($cffields as $cfOneField) {
if ($cfOneField != 'ticketid' && $cfOneField != 'from_portal') {
$cfData = $adb->query_result($result, 0, $cfOneField);
$sql = "SELECT fieldlabel FROM vtiger_field WHERE columnname = ? and vtiger_field.presence in (0,2)";
$cfLabel = $adb->query_result($adb->pquery($sql, array($cfOneField)), 0, 'fieldlabel');
$desc .= '<br>' . $cfLabel . ' : ' . $cfData;
}
}
$desc .= '<br><br>' . getTranslatedString("LBL_REGARDS", $moduleName) . ',<br>' . $HELPDESK_SUPPORT_NAME ;
return $desc;
}
public static function getPortalTicketEmailContents($entityData) {
require_once 'config.inc.php';
global $PORTAL_URL, $HELPDESK_SUPPORT_NAME;
$moduleName = $entityData->getModuleName();
$wsId = $entityData->getId();
if(strpos($wsId,'x')){
$parts = explode('x', $wsId);
$entityId = $parts[1];
} else{
$entityId = $wsId;
}
$wsParentId = $entityData->get('contact_id');
$parentIdParts = explode('x', $wsParentId);
// If this function is being triggered as part of Eventing API
// Then the reference field ID will not matching the webservice format.
// Regardless of the entry we need just the ID
$parentId = array_pop($parentIdParts);
$portalUrl = "<a href='" . $PORTAL_URL . "/index.php?module=HelpDesk&action=index&ticketid=" . $entityId . "&fun=detail'>"
. getTranslatedString('LBL_TICKET_DETAILS', $moduleName) . "</a>";
$contents = getTranslatedString('Dear', $moduleName).' ';
$contents .= ($parentId) ? getParentName($parentId) : '';
$contents .= ",<br>";
$contents .= getTranslatedString('reply', $moduleName) . ' <b>' . $entityData->get('ticket_title')
. '</b> ' . getTranslatedString('customer_portal', $moduleName);
$contents .= getTranslatedString("link", $moduleName) . '<br>';
$contents .= $portalUrl;
$contents .= '<br><br>' . getTranslatedString("Thanks", $moduleName) . '<br>' . $HELPDESK_SUPPORT_NAME;
return $contents;
}
function clearSingletonSaveFields() {
$this->column_fields['comments'] = '';
}
function get_emails($id, $cur_tab_id, $rel_tab_id, $actions=false) {
global $currentModule;
$related_module = vtlib_getModuleNameById($rel_tab_id);
require_once("modules/$related_module/$related_module.php");
$other = new $related_module();
vtlib_setup_modulevars($related_module, $other);
$returnset = '&return_module='.$currentModule.'&return_action=CallRelatedList&return_id='.$id;
$button = '<input type="hidden" name="email_directing_module"><input type="hidden" name="record">';
$userNameSql = getSqlForNameInDisplayFormat(array('first_name'=>'vtiger_users.first_name', 'last_name' => 'vtiger_users.last_name'), 'Users');
$query = "SELECT CASE WHEN (vtiger_users.user_name NOT LIKE '') THEN $userNameSql ELSE vtiger_groups.groupname END AS user_name,
vtiger_activity.activityid, vtiger_activity.subject, vtiger_activity.activitytype, vtiger_crmentity.modifiedtime,
vtiger_crmentity.crmid, vtiger_crmentity.smownerid, vtiger_activity.date_start, vtiger_activity.time_start,
vtiger_seactivityrel.crmid as parent_id FROM vtiger_activity, vtiger_seactivityrel, vtiger_troubletickets, vtiger_users,
vtiger_crmentity LEFT JOIN vtiger_groups ON vtiger_groups.groupid = vtiger_crmentity.smownerid WHERE
vtiger_seactivityrel.activityid = vtiger_activity.activityid AND
vtiger_troubletickets.ticketid = vtiger_seactivityrel.crmid AND vtiger_users.id = vtiger_crmentity.smownerid
AND vtiger_crmentity.crmid = vtiger_activity.activityid AND vtiger_troubletickets.ticketid = $id AND
vtiger_activity.activitytype = 'Emails' AND vtiger_crmentity.deleted = 0";
$return_value = GetRelatedList($currentModule, $related_module, $other, $query, $button, $returnset);
if($return_value == null) $return_value = Array();
$return_value['CUSTOM_BUTTON'] = $button;
return $return_value;
}
}
?>