834 lines
36 KiB
PHP
834 lines
36 KiB
PHP
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<?php
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/*********************************************************************************
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* The contents of this file are subject to the SugarCRM Public License Version 1.1.2
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* ("License"); You may not use this file except in compliance with the
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* License. You may obtain a copy of txhe License at http://www.sugarcrm.com/SPL
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* Software distributed under the License is distributed on an "AS IS" basis,
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* WITHOUT WARRANTY OF ANY KIND, either express or implied. See the License for
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* the specific language governing rights and limitations under the License.
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* The Original Code is: SugarCRM Open Source
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* The Initial Developer of the Original Code is SugarCRM, Inc.
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* Portions created by SugarCRM are Copyright (C) SugarCRM, Inc.;
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* All Rights Reserved.
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* Contributor(s): ______________________________________.
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********************************************************************************/
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include_once('config.php');
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require_once('include/logging.php');
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require_once('include/utils/utils.php');
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require_once('user_privileges/default_module_view.php');
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class HelpDesk extends CRMEntity {
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var $log;
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var $db;
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var $table_name = "vtiger_troubletickets";
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var $table_index= 'ticketid';
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var $tab_name = Array('vtiger_crmentity','vtiger_troubletickets','vtiger_ticketcf');
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var $tab_name_index = Array('vtiger_crmentity'=>'crmid','vtiger_troubletickets'=>'ticketid','vtiger_ticketcf'=>'ticketid','vtiger_ticketcomments'=>'ticketid');
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/**
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* Mandatory table for supporting custom fields.
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*/
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var $customFieldTable = Array('vtiger_ticketcf', 'ticketid');
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var $column_fields = Array();
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//Pavani: Assign value to entity_table
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var $entity_table = "vtiger_crmentity";
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var $sortby_fields = Array('title','status','priority','crmid','firstname','smownerid');
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var $list_fields = Array(
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//Module Sequence Numbering
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//'Ticket ID'=>Array('crmentity'=>'crmid'),
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'Ticket No'=>Array('troubletickets'=>'ticket_no'),
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// END
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'Subject'=>Array('troubletickets'=>'title'),
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'Related to'=>Array('troubletickets'=>'parent_id'),
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'Status'=>Array('troubletickets'=>'status'),
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'Priority'=>Array('troubletickets'=>'priority'),
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'Assigned To'=>Array('crmentity','smownerid')
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);
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var $list_fields_name = Array(
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'Ticket No'=>'ticket_no',
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'Subject'=>'ticket_title',
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'Related to'=>'parent_id',
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'Status'=>'ticketstatus',
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'Priority'=>'ticketpriorities',
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'Assigned To'=>'assigned_user_id'
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);
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var $list_link_field= 'ticket_title';
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var $range_fields = Array(
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'ticketid',
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'title',
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'firstname',
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'lastname',
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'parent_id',
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'productid',
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'productname',
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'priority',
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'severity',
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'status',
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'category',
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'description',
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'solution',
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'modifiedtime',
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'createdtime'
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);
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var $search_fields = Array(
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//'Ticket ID' => Array('vtiger_crmentity'=>'crmid'),
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'Ticket No' =>Array('vtiger_troubletickets'=>'ticket_no'),
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'Title' => Array('vtiger_troubletickets'=>'title')
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);
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var $search_fields_name = Array(
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'Ticket No' => 'ticket_no',
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'Title'=>'ticket_title',
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);
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//Specify Required fields
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var $required_fields = array();
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// Used when enabling/disabling the mandatory fields for the module.
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// Refers to vtiger_field.fieldname values.
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var $mandatory_fields = Array('assigned_user_id', 'createdtime', 'modifiedtime', 'ticket_title', 'update_log');
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//Added these variables which are used as default order by and sortorder in ListView
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var $default_order_by = 'title';
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var $default_sort_order = 'DESC';
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// For Alphabetical search
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var $def_basicsearch_col = 'ticket_title';
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//var $groupTable = Array('vtiger_ticketgrouprelation','ticketid');
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/** Constructor which will set the column_fields in this object
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*/
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function HelpDesk()
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{
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$this->log =LoggerManager::getLogger('helpdesk');
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$this->log->debug("Entering HelpDesk() method ...");
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$this->db = PearDatabase::getInstance();
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$this->column_fields = getColumnFields('HelpDesk');
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$this->log->debug("Exiting HelpDesk method ...");
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}
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function save_module($module)
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{
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//Inserting into Ticket Comment Table
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$this->insertIntoTicketCommentTable("vtiger_ticketcomments",$module);
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//Inserting into vtiger_attachments
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$this->insertIntoAttachment($this->id,$module);
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//service contract update
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$return_action = $_REQUEST['return_action'];
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$for_module = $_REQUEST['return_module'];
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$for_crmid = $_REQUEST['return_id'];
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if ($return_action && $for_module && $for_crmid) {
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if ($for_module == 'ServiceContracts') {
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$on_focus = CRMEntity::getInstance($for_module);
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$on_focus->save_related_module($for_module, $for_crmid, $module, $this->id);
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}
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}
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}
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function save_related_module($module, $crmid, $with_module, $with_crmid) {
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parent::save_related_module($module, $crmid, $with_module, $with_crmid);
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if ($with_module == 'ServiceContracts') {
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$serviceContract = CRMEntity::getInstance("ServiceContracts");
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$serviceContract->updateHelpDeskRelatedTo($with_crmid,$crmid);
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$serviceContract->updateServiceContractState($with_crmid);
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}
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}
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/** Function to insert values in vtiger_ticketcomments for the specified tablename and module
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* @param $table_name -- table name:: Type varchar
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* @param $module -- module:: Type varchar
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*/
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function insertIntoTicketCommentTable($table_name, $module)
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{
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global $log;
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$log->info("in insertIntoTicketCommentTable ".$table_name." module is ".$module);
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global $adb;
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global $current_user;
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$current_time = $adb->formatDate(date('Y-m-d H:i:s'), true);
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if ($this->column_fields['from_portal'] != 1) {
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$ownertype = 'user';
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$ownerId = $current_user->id;
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} else {
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$ownertype = 'customer';
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$ownerId = $this->column_fields['parent_id'];
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}
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$comment = $this->column_fields['comments'];
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if ($comment != '') {
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$sql = "insert into vtiger_ticketcomments values(?,?,?,?,?,?)";
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$params = array('', $this->id, from_html($comment), $ownerId, $ownertype, $current_time);
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$adb->pquery($sql, $params);
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}
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}
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/**
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* 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.
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* @param int $id - entity id to which the vtiger_files to be uploaded
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* @param string $module - the current module name
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*/
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function insertIntoAttachment($id,$module)
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{
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global $log, $adb;
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$log->debug("Entering into insertIntoAttachment($id,$module) method.");
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$file_saved = false;
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foreach($_FILES as $fileindex => $files)
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{
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if($files['name'] != '' && $files['size'] > 0)
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{
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$files['original_name'] = vtlib_purify($_REQUEST[$fileindex.'_hidden']);
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$file_saved = $this->uploadAndSaveFile($id,$module,$files);
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}
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}
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$log->debug("Exiting from insertIntoAttachment($id,$module) method.");
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}
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/** Function to form the query to get the list of activities
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* @param int $id - ticket id
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* @return array - return an array which will be returned from the function GetRelatedList
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**/
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function get_activities($id, $cur_tab_id, $rel_tab_id, $actions=false) {
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global $log, $singlepane_view,$currentModule,$current_user;
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$log->debug("Entering get_activities(".$id.") method ...");
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$this_module = $currentModule;
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$related_module = vtlib_getModuleNameById($rel_tab_id);
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require_once("modules/$related_module/Activity.php");
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$other = new Activity();
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vtlib_setup_modulevars($related_module, $other);
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$singular_modname = vtlib_toSingular($related_module);
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$parenttab = getParentTab();
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if($singlepane_view == 'true')
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$returnset = '&return_module='.$this_module.'&return_action=DetailView&return_id='.$id;
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else
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$returnset = '&return_module='.$this_module.'&return_action=CallRelatedList&return_id='.$id;
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$button = '';
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$button .= '<input type="hidden" name="activity_mode">';
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if($actions) {
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if(is_string($actions)) $actions = explode(',', strtoupper($actions));
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if(in_array('ADD', $actions) && isPermitted($related_module,1, '') == 'yes') {
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if(getFieldVisibilityPermission('Calendar',$current_user->id,'parent_id', 'readwrite') == '0') {
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$button .= "<input title='".getTranslatedString('LBL_NEW'). " ". getTranslatedString('LBL_TODO', $related_module) ."' class='crmbutton small create'" .
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" onclick='this.form.action.value=\"EditView\";this.form.module.value=\"$related_module\";this.form.return_module.value=\"$this_module\";this.form.activity_mode.value=\"Task\";' type='submit' name='button'" .
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" value='". getTranslatedString('LBL_ADD_NEW'). " " . getTranslatedString('LBL_TODO', $related_module) ."'> ";
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}
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if(getFieldVisibilityPermission('Events',$current_user->id,'parent_id', 'readwrite') == '0') {
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$button .= "<input title='".getTranslatedString('LBL_NEW'). " ". getTranslatedString('LBL_TODO', $related_module) ."' class='crmbutton small create'" .
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" onclick='this.form.action.value=\"EditView\";this.form.module.value=\"$related_module\";this.form.return_module.value=\"$this_module\";this.form.activity_mode.value=\"Events\";' type='submit' name='button'" .
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" value='". getTranslatedString('LBL_ADD_NEW'). " " . getTranslatedString('LBL_EVENT', $related_module) ."'>";
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}
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}
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}
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$userNameSql = getSqlForNameInDisplayFormat(array('first_name'=>
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'vtiger_users.first_name', 'last_name' => 'vtiger_users.last_name'), 'Users');
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$query = "SELECT case when (vtiger_users.user_name not like '') then $userNameSql else vtiger_groups.groupname end as user_name," .
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" vtiger_activity.*, vtiger_cntactivityrel.contactid, vtiger_contactdetails.lastname, vtiger_contactdetails.firstname," .
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" vtiger_crmentity.crmid, vtiger_recurringevents.recurringtype, vtiger_crmentity.smownerid, vtiger_crmentity.modifiedtime," .
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" vtiger_seactivityrel.crmid as parent_id " .
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" from vtiger_activity inner join vtiger_seactivityrel on vtiger_seactivityrel.activityid=vtiger_activity.activityid" .
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" inner join vtiger_crmentity on vtiger_crmentity.crmid=vtiger_activity.activityid" .
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" left join vtiger_cntactivityrel on vtiger_cntactivityrel.activityid = vtiger_activity.activityid " .
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" left join vtiger_contactdetails on vtiger_contactdetails.contactid = vtiger_cntactivityrel.contactid" .
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" left outer join vtiger_recurringevents on vtiger_recurringevents.activityid=vtiger_activity.activityid" .
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" left join vtiger_users on vtiger_users.id=vtiger_crmentity.smownerid" .
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" left join vtiger_groups on vtiger_groups.groupid=vtiger_crmentity.smownerid" .
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" where vtiger_seactivityrel.crmid=".$id." and vtiger_crmentity.deleted=0 and (activitytype NOT IN ('Emails'))" .
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" AND ( vtiger_activity.status is NULL OR vtiger_activity.status != 'Completed' )" .
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" and ( vtiger_activity.eventstatus is NULL OR vtiger_activity.eventstatus != 'Held') ";
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$return_value = GetRelatedList($this_module, $related_module, $other, $query, $button, $returnset);
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if($return_value == null) $return_value = Array();
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$return_value['CUSTOM_BUTTON'] = $button;
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$log->debug("Exiting get_activities method ...");
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return $return_value;
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}
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/** Function to get the Ticket History information as in array format
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* @param int $ticketid - ticket id
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* @return array - return an array with title and the ticket history informations in the following format
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array(
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header=>array('0'=>'title'),
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entries=>array('0'=>'info1','1'=>'info2',etc.,)
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)
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*/
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function get_ticket_history($ticketid)
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{
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global $log, $adb;
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$log->debug("Entering into get_ticket_history($ticketid) method ...");
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$query="select title,update_log from vtiger_troubletickets where ticketid=?";
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$result=$adb->pquery($query, array($ticketid));
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$update_log = $adb->query_result($result,0,"update_log");
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$splitval = split('--//--',trim($update_log,'--//--'));
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$header[] = $adb->query_result($result,0,"title");
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$return_value = Array('header'=>$header,'entries'=>$splitval);
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$log->debug("Exiting from get_ticket_history($ticketid) method ...");
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return $return_value;
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}
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/** Function to get the ticket comments as a array
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* @param int $ticketid - ticketid
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* @return array $output - array(
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[$i][comments] => comments
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[$i][owner] => name of the user or customer who made the comment
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[$i][createdtime] => the comment created time
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)
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where $i = 0,1,..n which are all made for the ticket
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**/
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function get_ticket_comments_list($ticketid)
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{
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global $log;
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$log->debug("Entering get_ticket_comments_list(".$ticketid.") method ...");
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$sql = "select * from vtiger_ticketcomments where ticketid=? order by createdtime DESC";
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$result = $this->db->pquery($sql, array($ticketid));
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$noofrows = $this->db->num_rows($result);
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for($i=0;$i<$noofrows;$i++)
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{
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$ownerid = $this->db->query_result($result,$i,"ownerid");
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$ownertype = $this->db->query_result($result,$i,"ownertype");
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if($ownertype == 'user')
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$name = getUserFullName($ownerid);
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elseif($ownertype == 'customer')
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{
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$sql1 = 'select * from vtiger_portalinfo where id=?';
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$name = $this->db->query_result($this->db->pquery($sql1, array($ownerid)),0,'user_name');
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}
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|
$output[$i]['comments'] = nl2br($this->db->query_result($result,$i,"comments"));
|
||
|
|
$output[$i]['owner'] = $name;
|
||
|
|
$output[$i]['createdtime'] = $this->db->query_result($result,$i,"createdtime");
|
||
|
|
}
|
||
|
|
$log->debug("Exiting get_ticket_comments_list method ...");
|
||
|
|
return $output;
|
||
|
|
}
|
||
|
|
|
||
|
|
/** 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)
|
||
|
|
{
|
||
|
|
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 list of comments for the given ticket id
|
||
|
|
* @param int $ticketid - Ticket id
|
||
|
|
* @return list $list - return the list of comments and comment informations as a html output where as these comments and comments informations will be formed in div tag.
|
||
|
|
**/
|
||
|
|
function getCommentInformation($ticketid)
|
||
|
|
{
|
||
|
|
global $log;
|
||
|
|
$log->debug("Entering getCommentInformation(".$ticketid.") method ...");
|
||
|
|
global $adb;
|
||
|
|
global $mod_strings, $default_charset;
|
||
|
|
$sql = "select * from vtiger_ticketcomments where ticketid=?";
|
||
|
|
$result = $adb->pquery($sql, array($ticketid));
|
||
|
|
$noofrows = $adb->num_rows($result);
|
||
|
|
|
||
|
|
//In ajax save we should not add this div
|
||
|
|
if($_REQUEST['action'] != 'HelpDeskAjax')
|
||
|
|
{
|
||
|
|
$list .= '<div id="comments_div" style="overflow: auto;height:200px;width:100%;">';
|
||
|
|
$enddiv = '</div>';
|
||
|
|
}
|
||
|
|
for($i=0;$i<$noofrows;$i++)
|
||
|
|
{
|
||
|
|
if($adb->query_result($result,$i,'comments') != '')
|
||
|
|
{
|
||
|
|
//this div is to display the comment
|
||
|
|
$comment = $adb->query_result($result,$i,'comments');
|
||
|
|
// Asha: Fix for ticket #4478 . Need to escape html tags during ajax save.
|
||
|
|
if($_REQUEST['action'] == 'HelpDeskAjax') {
|
||
|
|
$comment = htmlentities($comment, ENT_QUOTES, $default_charset);
|
||
|
|
}
|
||
|
|
$list .= '<div valign="top" style="width:99%;padding-top:10px;" class="dataField">';
|
||
|
|
$list .= make_clickable(nl2br($comment));
|
||
|
|
|
||
|
|
$list .= '</div>';
|
||
|
|
|
||
|
|
//this div is to display the author and time
|
||
|
|
$list .= '<div valign="top" style="width:99%;border-bottom:1px dotted #CCCCCC;padding-bottom:5px;" class="dataLabel"><font color=darkred>';
|
||
|
|
$list .= $mod_strings['LBL_AUTHOR'].' : ';
|
||
|
|
|
||
|
|
if($adb->query_result($result,$i,'ownertype') == 'user')
|
||
|
|
$list .= getUserFullName($adb->query_result($result,$i,'ownerid'));
|
||
|
|
elseif($adb->query_result($result,$i,'ownertype') == 'customer') {
|
||
|
|
$contactid = $adb->query_result($result,$i,'ownerid');
|
||
|
|
$displayValueArray = getEntityName('Contacts', $contactid);
|
||
|
|
if (!empty($displayValueArray)) {
|
||
|
|
foreach ($displayValueArray as $key => $field_value) {
|
||
|
|
$contact_name = $field_value;
|
||
|
|
}
|
||
|
|
} else {
|
||
|
|
$contact_name='';
|
||
|
|
}
|
||
|
|
$list .= $contact_name;
|
||
|
|
}
|
||
|
|
$list .= ' on '.$adb->query_result($result,$i,'createdtime').' ';
|
||
|
|
|
||
|
|
$list .= '</font></div>';
|
||
|
|
}
|
||
|
|
}
|
||
|
|
|
||
|
|
$list .= $enddiv;
|
||
|
|
|
||
|
|
$log->debug("Exiting getCommentInformation method ...");
|
||
|
|
return $list;
|
||
|
|
}
|
||
|
|
|
||
|
|
/** 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.parent_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 $customername;
|
||
|
|
}
|
||
|
|
//Pavani: Function to create, export query for helpdesk module
|
||
|
|
/** Function to export the ticket records in CSV Format
|
||
|
|
* @param reference variable - where condition is passed when the query is executed
|
||
|
|
* Returns Export Tickets Query.
|
||
|
|
*/
|
||
|
|
function create_export_query($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_crmentity vtiger_crmentityRelatedTo
|
||
|
|
ON vtiger_crmentityRelatedTo.crmid = vtiger_troubletickets.parent_id
|
||
|
|
LEFT JOIN vtiger_account
|
||
|
|
ON vtiger_account.accountid = vtiger_troubletickets.parent_id
|
||
|
|
LEFT JOIN vtiger_contactdetails
|
||
|
|
ON vtiger_contactdetails.contactid = vtiger_troubletickets.parent_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_seattachmentsrel
|
||
|
|
ON vtiger_seattachmentsrel.crmid =vtiger_troubletickets.ticketid
|
||
|
|
LEFT JOIN vtiger_attachments
|
||
|
|
ON vtiger_attachments.attachmentsid=vtiger_seattachmentsrel.attachmentsid
|
||
|
|
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));
|
||
|
|
}
|
||
|
|
}
|
||
|
|
}
|
||
|
|
}
|
||
|
|
$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){
|
||
|
|
$query = $this->getRelationQuery($module,$secmodule,"vtiger_troubletickets","ticketid");
|
||
|
|
|
||
|
|
$query .=" left join vtiger_crmentity as vtiger_crmentityHelpDesk on vtiger_crmentityHelpDesk.crmid=vtiger_troubletickets.ticketid and vtiger_crmentityHelpDesk.deleted=0
|
||
|
|
left join vtiger_ticketcf on vtiger_ticketcf.ticketid = vtiger_troubletickets.ticketid
|
||
|
|
left join vtiger_crmentity as vtiger_crmentityRelHelpDesk on vtiger_crmentityRelHelpDesk.crmid = vtiger_troubletickets.parent_id
|
||
|
|
left join vtiger_account as vtiger_accountRelHelpDesk on vtiger_accountRelHelpDesk.accountid=vtiger_crmentityRelHelpDesk.crmid
|
||
|
|
left join vtiger_contactdetails as vtiger_contactdetailsRelHelpDesk on vtiger_contactdetailsRelHelpDesk.contactid= vtiger_crmentityRelHelpDesk.crmid
|
||
|
|
left join vtiger_products as vtiger_productsRel on vtiger_productsRel.productid = vtiger_troubletickets.product_id
|
||
|
|
left join vtiger_groups as vtiger_groupsHelpDesk on vtiger_groupsHelpDesk.groupid = vtiger_crmentityHelpDesk.smownerid
|
||
|
|
left join vtiger_users as vtiger_usersHelpDesk on vtiger_usersHelpDesk.id = vtiger_crmentityHelpDesk.smownerid
|
||
|
|
left join vtiger_users as vtiger_lastModifiedByHelpDesk on vtiger_lastModifiedByHelpDesk.id = vtiger_crmentityHelpDesk.modifiedby ";
|
||
|
|
|
||
|
|
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"),
|
||
|
|
);
|
||
|
|
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 == 'Contacts' || $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 == 'Products') {
|
||
|
|
$sql = 'UPDATE vtiger_troubletickets SET product_id=? WHERE ticketid=?';
|
||
|
|
$this->db->pquery($sql, array(null, $id));
|
||
|
|
} else {
|
||
|
|
$sql = 'DELETE FROM vtiger_crmentityrel WHERE (crmid=? AND relmodule=? AND relcrmid=?) OR (relcrmid=? AND module=? AND crmid=?)';
|
||
|
|
$params = array($id, $return_module, $return_id, $id, $return_module, $return_id);
|
||
|
|
$this->db->pquery($sql, $params);
|
||
|
|
}
|
||
|
|
}
|
||
|
|
|
||
|
|
public static function getTicketEmailContents($entityData) {
|
||
|
|
$adb = PearDatabase::getInstance();
|
||
|
|
$moduleName = $entityData->getModuleName();
|
||
|
|
$wsId = $entityData->getId();
|
||
|
|
$parts = explode('x', $wsId);
|
||
|
|
$entityId = $parts[1];
|
||
|
|
|
||
|
|
$isNew = $entityData->isNew();
|
||
|
|
|
||
|
|
if (!$isNew) {
|
||
|
|
$reply = getTranslatedString("replied", $moduleName);
|
||
|
|
$temp = getTranslatedString("Re", $moduleName);
|
||
|
|
} else {
|
||
|
|
$reply = getTranslatedString("created", $moduleName);
|
||
|
|
$temp = " ";
|
||
|
|
}
|
||
|
|
|
||
|
|
$wsParentId = $entityData->get('parent_id');
|
||
|
|
$parentIdParts = explode('x', $wsParentId);
|
||
|
|
$parentId = $parentIdParts[1];
|
||
|
|
$desc = getTranslatedString('Ticket ID', $moduleName) . ' : ' . $entityId . '<br>'
|
||
|
|
. getTranslatedString('Ticket Title', $moduleName) . ' : ' . $temp . ' '
|
||
|
|
. $entityData->get('ticket_title');
|
||
|
|
$desc .= "<br><br>" . getTranslatedString('Hi', $moduleName) . " " . getParentName($parentId) . ",<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($id));
|
||
|
|
$cffields = $adb->getFieldsArray($result);
|
||
|
|
foreach ($cffields as $cfOneField) {
|
||
|
|
if ($cfOneField != 'ticketid') {
|
||
|
|
$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><br>' . $cfLabel . ' : <br>' . $cfData;
|
||
|
|
}
|
||
|
|
}
|
||
|
|
// end of contribution
|
||
|
|
$desc .= '<br><br><br>';
|
||
|
|
$desc .= '<br>' . getTranslatedString("LBL_REGARDS", $moduleName) . ',<br>' . getTranslatedString("LBL_TEAM", $moduleName) . '.<br>';
|
||
|
|
return $desc;
|
||
|
|
}
|
||
|
|
|
||
|
|
public static function getPortalTicketEmailContents($entityData) {
|
||
|
|
require_once 'config.inc.php';
|
||
|
|
global $PORTAL_URL;
|
||
|
|
|
||
|
|
$moduleName = $entityData->getModuleName();
|
||
|
|
$wsId = $entityData->getId();
|
||
|
|
$parts = explode('x', $wsId);
|
||
|
|
$entityId = $parts[1];
|
||
|
|
|
||
|
|
$wsParentId = $entityData->get('parent_id');
|
||
|
|
$parentIdParts = explode('x', $wsParentId);
|
||
|
|
$parentId = $parentIdParts[1];
|
||
|
|
$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) . " " . getParentName(parentId) . ",<br><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><br>' . getTranslatedString("Support_team", $moduleName);
|
||
|
|
return $contents;
|
||
|
|
}
|
||
|
|
|
||
|
|
function clearSingletonSaveFields() {
|
||
|
|
$this->column_fields['comments'] = '';
|
||
|
|
}
|
||
|
|
|
||
|
|
|
||
|
|
}
|
||
|
|
|
||
|
|
?>
|