Module: ".$module_id."
Class: CAllTicket
File: ".__FILE__;
}
/***************************************************************
Группа функций по работе с ролями на модуль
Идентификаторы ролей:
D - доступ закрыт
R - клиент техподдержки
T - сотрудник техподдержки
V - демо-доступ
W - администратор техподдержки
*****************************************************************/
public static function GetDeniedRoleID()
{
return "D";
}
public static function GetSupportClientRoleID()
{
return "R";
}
public static function GetSupportTeamRoleID()
{
return "T";
}
public static function GetDemoRoleID()
{
return "V";
}
public static function GetAdminRoleID()
{
return "W";
}
// возвращает true если заданный пользователь имеет заданную роль на модуль
public static function HaveRole($role, $userID=false)
{
global $DB, $USER, $APPLICATION, $SUPPORT_CACHE_USER_ROLES;
if (!is_object($USER)) $USER = new CUser;
if ($userID===false && is_object($USER))
$uid = $USER->GetID();
else
$uid = $userID;
$arRoles = Array();
if (array_key_exists($uid, $SUPPORT_CACHE_USER_ROLES) && is_array($SUPPORT_CACHE_USER_ROLES[$uid]))
{
$arRoles = $SUPPORT_CACHE_USER_ROLES[$uid];
}
else
{
$arrGroups = Array();
if ($userID===false && is_object($USER))
$arrGroups = $USER->GetUserGroupArray();
else
$arrGroups = CUser::GetUserGroup($userID);
sort($arrGroups);
$arRoles = $APPLICATION->GetUserRoles("support", $arrGroups);
$SUPPORT_CACHE_USER_ROLES[$uid] = $arRoles;
}
if (in_array($role, $arRoles))
return true;
return false;
}
// true - если пользователь имеет роль "администратор техподдержки"
// false - в противном случае
public static function IsAdmin($userID=false)
{
global $USER;
if ($userID===false && is_object($USER))
{
if ($USER->IsAdmin()) return true;
}
return CTicket::HaveRole(CTicket::GetAdminRoleID(), $userID);
}
// true - если пользователь имеет роль "демо-доступ"
// false - в противном случае
public static function IsDemo($userID=false)
{
return CTicket::HaveRole(CTicket::GetDemoRoleID(), $userID);
}
// true - если пользователь имеет роль "сотрудник техподдержки"
// false - в противном случае
public static function IsSupportTeam($userID=false)
{
return CTicket::HaveRole(CTicket::GetSupportTeamRoleID(), $userID);
}
// true - если пользователь имеет роль "сотрудник техподдержки"
// false - в противном случае
public static function IsSupportClient($userID=false)
{
return CTicket::HaveRole(CTicket::GetSupportClientRoleID(), $userID);
}
public static function IsOwner($ticketID, $userID=false)
{
$err_mess = (CAllTicket::err_mess())."
Function: IsOwner
Line: ";
global $DB, $USER;
if ($userID===false && is_object($USER)) $userID = $USER->GetID();
$userID = intval($userID);
$ticketID = intval($ticketID);
if ($userID<=0 || $ticketID<=0) return false;
$strSql = "SELECT 'x' FROM b_ticket WHERE ID=$ticketID and (OWNER_USER_ID=$userID or CREATED_USER_ID=$userID)";
$rs = $DB->Query($strSql, false, $err_mess.__LINE__);
if ($ar = $rs->Fetch()) return true;
return false;
}
// возвращает роли заданного пользователя
public static function GetRoles(&$isDemo, &$isSupportClient, &$isSupportTeam, &$isAdmin, &$isAccess, &$userID, $checkRights=true)
{
global $DB, $USER, $APPLICATION;
static $arTicketUserRoles;
$isDemo = $isSupportClient = $isSupportTeam = $isAdmin = $isAccess = false;
if (is_object($USER)) $userID = intval($USER->GetID()); else $userID = 0;
if ($checkRights)
{
if ($userID>0)
{
if (is_array($arTicketUserRoles) && in_array($userID, array_keys($arTicketUserRoles)))
{
$isDemo = $arTicketUserRoles[$userID]["isDemo"];
$isSupportClient = $arTicketUserRoles[$userID]["isSupportClient"];
$isSupportTeam = $arTicketUserRoles[$userID]["isSupportTeam"];
$isAdmin = $arTicketUserRoles[$userID]["isAdmin"];
}
else
{
$isDemo = CTicket::IsDemo($userID);
$isSupportClient = CTicket::IsSupportClient($userID);
$isSupportTeam = CTicket::IsSupportTeam($userID);
$isAdmin = CTicket::IsAdmin($userID);
$arTicketUserRoles[$userID] = array(
"isDemo" => $isDemo,
"isSupportClient" => $isSupportClient,
"isSupportTeam" => $isSupportTeam,
"isAdmin" => $isAdmin,
);
}
}
}
else $isAdmin = true;
if ($isDemo || $isSupportClient || $isSupportTeam || $isAdmin) $isAccess = true;
}
// возвращает массив ID групп для которых задана роль
// $role - идентификатор роли
public static function GetGroupsByRole($role)
{
//Todo: определиться с доступом по умолчанию
global $APPLICATION, $USER;
if (!is_object($USER)) $USER = new CUser;
$arGroups = array(); $arBadGroups = Array();
$res = $APPLICATION->GetGroupRightList(Array("MODULE_ID" => "support"/*, "G_ACCESS" => $role*/));
while($ar = $res->Fetch())
{
if ($ar["G_ACCESS"] == $role)
$arGroups[] = $ar["GROUP_ID"];
else
$arBadGroups[] = $ar["GROUP_ID"];
}
$right = COption::GetOptionString("support", "GROUP_DEFAULT_RIGHT", "D");
if ($right == $role)
{
$res = CGroup::GetList("dropdown", "asc", array("ACTIVE" => "Y"));
while ($ar = $res->Fetch())
{
if (!in_array($ar["ID"],$arGroups) && !in_array($ar["ID"],$arBadGroups))
$arGroups[] = $ar["ID"];
}
}
return $arGroups;
/*$arGroups = array();
$z = CGroup::GetList($v1="dropdown", $v2="asc", array("ACTIVE" => "Y"));
while($zr = $z->Fetch())
{
$arRoles = $APPLICATION->GetUserRoles("support", array(intval($zr["ID"])), "Y", "N");
if (in_array($role, $arRoles)) $arGroups[] = intval($zr["ID"]);
}
return array_unique($arGroups);*/
}
// возвращает массив групп с ролью "администратор техподдержки"
public static function GetAdminGroups()
{
return CTicket::GetGroupsByRole(CTicket::GetAdminRoleID());
}
// возвращает массив групп с ролью "сотрудник техподдержки"
public static function GetSupportTeamGroups()
{
return CTicket::GetGroupsByRole(CTicket::GetSupportTeamRoleID());
}
// возвращает массив EMail адресов всех пользователей имеющих заданную роль
public static function GetEmailsByRole($role)
{
global $DB, $APPLICATION, $USER;
if (!is_object($USER)) $USER = new CUser;
$arEmail = array();
$arGroups = CTicket::GetGroupsByRole($role);
if (is_array($arGroups) && count($arGroups)>0)
{
$rsUser = CUser::GetList("id", "desc", array("ACTIVE" => "Y", "GROUPS_ID" => $arGroups));
while ($arUser = $rsUser->Fetch()) $arEmail[$arUser["EMAIL"]] = $arUser["EMAIL"];
}
return array_unique($arEmail);
}
// возвращает массив EMail'ов всех пользователей имеющих роль "администратор"
public static function GetAdminEmails()
{
return CTicket::GetEmailsByRole(CTicket::GetAdminRoleID());
}
// возвращает массив EMail'ов всех пользователей имеющих роль "сотрудник техподдержки"
public static function GetSupportTeamEmails()
{
return CTicket::GetEmailsByRole(CTicket::GetSupportTeamRoleID());
}
public static function GetSupportTeamAndAdminUsers()
{
$arUser = array();
$stg = CTicket::GetGroupsByRole(CTicket::GetSupportTeamRoleID());
$sag = CTicket::GetGroupsByRole(CTicket::GetAdminRoleID());
$sg = array();
if(is_array($stg))
{
$sg = array_merge($sg, $stg);
}
if(is_array($sag))
{
$sg = array_merge($sg, $sag);
}
if(count($sg) > 0)
{
$cU = CUser::GetList("id", "asc", array("ACTIVE" => "Y", "GROUPS_ID" => $sg));
while($arU = $cU->Fetch())
{
$arUser[] = intval($arU["ID"]);
}
}
//if(count($arUser) <= 0)
//{
$arUser[] = 1;
//}
return array_unique($arUser);
}
/*****************************************************************
Группа функций общие для всех классов
*****************************************************************/
// проверка полей фильтра
public static function CheckFilter($arFilter)
{
$err_mess = (CAllTicket::err_mess())."
Function: CheckFilter
Line: ";
global $DB, $USER, $APPLICATION;
$str = "";
$arMsg = Array();
$arDATES = array(
"DATE_MODIFY_1",
"DATE_MODIFY_2",
"DATE_CREATE_1",
"DATE_CREATE_2",
);
foreach($arDATES as $key)
{
if (is_set($arFilter, $key) && $arFilter[$key] <> '' && !CheckDateTime($arFilter[$key]))
$arMsg[] = array("id"=>$key, "text"=> GetMessage("SUP_ERROR_REQUIRED_".$key));
//$str.= GetMessage("SUP_ERROR_INCORRECT_".$key)."
";
}
if(!empty($arMsg))
{
$e = new CAdminException($arMsg);
$GLOBALS["APPLICATION"]->ThrowException($e);
return false;
}
return true;
}
// проверка полей перед вставкой в базу данных
public static function CheckFields($arFields, $id, $arRequired)
{
global $DB, $USER, $APPLICATION, $MESS;
$arMsg = Array();
// проверяем указанные обязательные поля
if (is_array($arRequired) && count($arRequired)>0)
{
foreach($arRequired as $key)
{
if ($id<=0 || ($id>0 && is_set($arFields, $key)))
{
if (!is_array($arFields[$key]) && ((string)$arFields[$key] == '' || $arFields[$key]==="NOT_REF"))
{
$arMsg[] = array("id"=>$key, "text"=> GetMessage("SUP_ERROR_REQUIRED_".$key));
//$str.= GetMessage("SUP_ERROR_REQUIRED_".$key)."
";
}
}
}
}
// проверяем корректность дат
$arDate = array(
"DATE_CREATE",
"DATE_MODIFY",
"LAST_MESSAGE_DATE",
);
foreach($arDate as $key)
{
if ($arFields[$key] <> '')
{
if (!CheckDateTime($arFields[$key]))
$arMsg[] = array("id"=>$key, "text"=> GetMessage("SUP_ERROR_INCORRECT_".$key));
//$str.= GetMessage("SUP_ERROR_INCORRECT_".$key)."
";
}
}
$arEmail = array(
"EMAIL",
);
foreach($arEmail as $key)
{
if ($arFields[$key] <> '')
{
if (!check_email($arFields[$key]))
$arMsg[] = array("id"=>$key, "text"=> GetMessage("SUP_ERROR_INCORRECT_".$key));
//$str.= GetMessage("SUP_ERROR_INCORRECT_".$key)."
";
}
}
if(!empty($arMsg))
{
$e = new CAdminException($arMsg);
$GLOBALS["APPLICATION"]->ThrowException($e);
return false;
}
return true;
}
// предварительно обрабатывает массив значений для вставки в базу данных
public static function PrepareFields($arFields, $table, $id)
{
global $DB, $USER, $APPLICATION;
$id = intval($id);
$arFields_i = array();
// числа
$arrNUMBER = array(
"SLA_ID",
"AGENT_ID",
"CATEGORY_ID",
"CRITICALITY_ID",
"STATUS_ID",
"MARK_ID",
"SOURCE_ID",
"DIFFICULTY_ID",
"DICTIONARY_ID",
"TICKET_ID",
"MESSAGE_ID",
"AUTO_CLOSE_DAYS",
"MESSAGES",
"OVERDUE_MESSAGES",
"EXTERNAL_ID",
"OWNER_USER_ID",
"OWNER_GUEST_ID",
"CREATED_USER_ID",
"CREATED_GUEST_ID",
"MODIFIED_USER_ID",
"MODIFIED_GUEST_ID",
"RESPONSIBLE_USER_ID",
"LAST_MESSAGE_USER_ID",
"LAST_MESSAGE_GUEST_ID",
"CURRENT_RESPONSIBLE_USER_ID",
"USER_ID",
"C_NUMBER",
"C_SORT",
"PRIORITY",
"RESPONSE_TIME",
"NOTICE_TIME",
"WEEKDAY_NUMBER",
"MINUTE_FROM",
"MINUTE_TILL",
"TIMETABLE_ID"
);
foreach($arrNUMBER as $key)
if (is_set($arFields, $key))
$arFields_i[$key] = ((string) $arFields[$key] <> '') ? intval($arFields[$key]) : "null";
// тип текста
$arrTYPE = array(
"PREVIEW_TYPE",
"DESCRIPTION_TYPE",
);
foreach($arrTYPE as $key)
if (is_set($arFields, $key))
$arFields_i[$key] = $arFields[$key]=="text" ? "'text'" : "'html'";
// булевые
$arrBOOLEAN = array(
"AUTO_CLOSED",
"IS_SPAM",
"LAST_MESSAGE_BY_SUPPORT_TEAM",
"IS_HIDDEN",
"IS_LOG",
"IS_OVERDUE",
"IS_SPAM",
"MESSAGE_BY_SUPPORT_TEAM",
"SET_AS_DEFAULT",
"AUTO_CLOSED",
"HOLD_ON",
"NOT_CHANGE_STATUS",
);
foreach($arrBOOLEAN as $key)
if (is_set($arFields, $key))
$arFields_i[$key] = $arFields[$key]=="Y" ? "'Y'" : "'N'";
// текст
$arrTEXT = array(
"OWNER_SID",
"LAST_MESSAGE_SID",
"SUPPORT_COMMENTS",
"MESSAGE",
"MESSAGE_SEARCH",
"EXTERNAL_FIELD_1",
"DESCR",
"DESCRIPTION",
);
foreach($arrTEXT as $key)
if (is_set($arFields, $key))
$arFields_i[$key] = ($arFields[$key] <> '') ? "'".$DB->ForSql($arFields[$key])."'" : "null";
// строка
$arrSTRING = array(
"NAME",
"TITLE",
"CREATED_MODULE_NAME",
"MODIFIED_MODULE_NAME",
"HASH",
"EXTENSION_SUFFIX",
"C_TYPE",
"SID",
"EVENT1",
"EVENT2",
"EVENT3",
"RESPONSE_TIME_UNIT",
"NOTICE_TIME_UNIT",
"OPEN_TIME",
"DEADLINE_SOURCE"
);
foreach($arrSTRING as $key)
if (is_set($arFields, $key))
$arFields_i[$key] = ($arFields[$key] <> '') ? "'".$DB->ForSql($arFields[$key], 255)."'" : "null";
// даты
$arDate = array(
"TIMESTAMP_X",
"DATE_CLOSE",
"LAST_MESSAGE_DATE",
);
foreach($arDate as $key)
if (is_set($arFields, $key))
$arFields_i[$key] = ($arFields[$key] <> '') ? $DB->CharToDateFunction($arFields[$key]) : "null";
/* изображения
$arIMAGE = array();
foreach($arIMAGE as $key)
{
if (is_set($arFields, $key))
{
if (is_array($arFields[$key]))
{
$arIMAGE = $arFields[$key];
$arIMAGE["MODULE_ID"] = "support";
$arIMAGE["del"] = $_POST[$key."_del"];
if ($id>0)
{
$rs = $DB->Query("SELECT $key FROM $table WHERE ID=$id", false, $err_mess.__LINE__);
$ar = $rs->Fetch();
$arIMAGE["old_file"] = $ar[$key];
}
if (strlen($arIMAGE["name"])>0 || strlen($arIMAGE["del"])>0)
{
$fid = CFile::SaveFile($arIMAGE, "support");
$arFields_i[$key] = (intval($fid)>0) ? intval($fid) : "null";
}
}
else
{
if ($id>0)
{
$rs = $DB->Query("SELECT $key FROM $table WHERE ID=$id", false, $err_mess.__LINE__);
$ar = $rs->Fetch();
if (intval($ar[$key])>0) CFile::Delete($ar[$key]);
}
$arFields_i[$key] = intval($arFields[$key]);
}
}
}*/
if (is_set($arFields, "CREATED_USER_ID"))
{
if (intval($arFields["CREATED_USER_ID"])>0) $arFields_i["CREATED_USER_ID"] = intval($arFields["CREATED_USER_ID"]);
}
elseif($id<=0 && $USER->IsAuthorized()) $arFields_i["CREATED_USER_ID"] = intval($USER->GetID());
if (is_set($arFields, "CREATED_GUEST_ID"))
{
if (intval($arFields["CREATED_GUEST_ID"])>0) $arFields_i["CREATED_GUEST_ID"] = intval($arFields["CREATED_GUEST_ID"]);
}
elseif($id<=0 && array_key_exists('SESS_GUEST_ID', $_SESSION)) $arFields_i["CREATED_GUEST_ID"] = intval($_SESSION["SESS_GUEST_ID"]);
if (is_set($arFields, "MODIFIED_USER_ID"))
{
if (intval($arFields["MODIFIED_USER_ID"])>0) $arFields_i["MODIFIED_USER_ID"] = intval($arFields["MODIFIED_USER_ID"]);
}
elseif ($USER->IsAuthorized()) $arFields_i["MODIFIED_USER_ID"] = intval($USER->GetID());
if (is_set($arFields, "MODIFIED_GUEST_ID"))
{
if (intval($arFields["MODIFIED_GUEST_ID"])>0) $arFields_i["MODIFIED_GUEST_ID"] = intval($arFields["MODIFIED_GUEST_ID"]);
}
elseif (array_key_exists('SESS_GUEST_ID', $_SESSION)) $arFields_i["MODIFIED_GUEST_ID"] = intval($_SESSION["SESS_GUEST_ID"]);
if (is_set($arFields, "DATE_CREATE"))
{
if ($arFields["DATE_CREATE"] <> '') $arFields_i["DATE_CREATE"] = $DB->CharToDateFunction($arFields["DATE_CREATE"]);
}
elseif ($id<=0) $arFields_i["DATE_CREATE"] = $DB->CurrentTimeFunction();
if (is_set($arFields, "LAST_MESSAGE_DATE"))
{
if ($arFields["LAST_MESSAGE_DATE"] <> '') $arFields_i["LAST_MESSAGE_DATE"] = $DB->CharToDateFunction($arFields["LAST_MESSAGE_DATE"]);
}
elseif ($id<=0) $arFields_i["LAST_MESSAGE_DATE"] = $DB->CurrentTimeFunction();
if (is_set($arFields, "DATE_MODIFY"))
{
if ($arFields["DATE_MODIFY"] <> '') $arFields_i["DATE_MODIFY"] = $DB->CharToDateFunction($arFields["DATE_MODIFY"]);
}
else $arFields_i["DATE_MODIFY"] = $DB->CurrentTimeFunction();
// убираем лишние поля для указанной таблицы
unset($arFields_i["ID"]);
$ar1 = $DB->GetTableFieldsList($table);
$ar2 = array_keys($arFields_i);
$arDiff = array_diff($ar2, $ar1);
if (is_array($arDiff) && count($arDiff)>0) foreach($arDiff as $value) unset($arFields_i[$value]);
return $arFields_i;
}
public static function SplitTicket($arParam)
{
global $DB;
$err_mess = (CAllTicket::err_mess())."
Function: SplitTicket
Line: ";
$intLastTicketID = intval($arParam['SOURCE_TICKET_ID']);
$arTicket = CTicket::GetByID($intLastTicketID, $lang = LANG, $checkRights="N", $get_user_name="N", $get_extra_names="N")->Fetch();
$arSite = CSite::GetById($arTicket['SITE_ID'])->Fetch();
$stLastTicketTitle = htmlspecialcharsEx($arParam['SOURCE_TICKET_TITLE']);
$intSplitMesageID = intval($arParam['SOURCE_MESSAGE_NUM']);
$stSplitMesageDate = MakeTimeStamp($arParam['SOURCE_MESSAGE_DATE'], "DD.MM.YYYY HH:MI:SS") ? $arParam['SOURCE_MESSAGE_DATE'] : '';
\Bitrix\Main\Localization\Loc::loadLanguageFile($_SERVER['DOCUMENT_ROOT'].'/bitrix/modules/support/admin/ticket_edit.php', $arSite['LANGUAGE_ID']);
// add to the previous post about ticket allocation of posts in a separate branch
$arFields = array(
"MESSAGE_CREATED_USER_ID" => $arParam['SPLIT_MESSAGE_USER_ID'],
"MESSAGE_CREATED_MODULE_NAME" => "support",
"MESSAGE_CREATED_GUEST_ID" => "null",
"MESSAGE_SOURCE_ID" => $arParam['SOURCE_MESSAGE_ID'],
"MESSAGE" => \Bitrix\Main\Localization\Loc::getMessage("SUP_SPLIT_MESSAGE_USER_1", array("#MESSAGE_DATE#" => $stSplitMesageDate, "#TITLE#" => '# '.$arParam['SPLIT_TICKET_ID'].' "'.$arParam['SPLIT_TICKET_TITLE'].'"'), $arSite['LANGUAGE_ID']),
"LOG" => "N",
"HIDDEN" => "N",
"NOT_CHANGE_STATUS" => "Y",
"MESSAGE_AUTHOR_USER_ID" => $arParam['SPLIT_MESSAGE_USER_ID'],
);
CTicket::AddMessage($intLastTicketID, $arFields, $arFiles=Array(), "N");
// add to the previous post about ticket allocation of posts in a separate branch (support log)
$arFields_log = array(
"MESSAGE_CREATED_USER_ID" => $arParam['SPLIT_MESSAGE_USER_ID'],
"MESSAGE_CREATED_MODULE_NAME" => "support",
"MESSAGE_CREATED_GUEST_ID" => "null",
"MESSAGE_SOURCE_ID" => $arParam['SOURCE_MESSAGE_ID'],
"MESSAGE" => \Bitrix\Main\Localization\Loc::getMessage("SUP_SPLIT_MESSAGE_LOG_1", array("#MESSAGE_ID#" => $intSplitMesageID, "#TITLE#" => ' # '.$arParam['SPLIT_TICKET_ID'].' "'.$arParam['SPLIT_TICKET_TITLE'].'"'), $arSite['LANGUAGE_ID']),
"LOG" => "Y",
);
CTicket::AddMessage($intLastTicketID, $arFields_log, $arFiles_log=Array(), "N");
// add a new ticket allocation message posted in a separate branch
$arFields = array(
"MESSAGE_CREATED_USER_ID" => $arParam['SPLIT_MESSAGE_USER_ID'],
"MESSAGE_CREATED_MODULE_NAME" => "support",
"MESSAGE_CREATED_GUEST_ID" => "null",
"MESSAGE_SOURCE_ID" => $arParam['SOURCE_MESSAGE_ID'],
"MESSAGE" => \Bitrix\Main\Localization\Loc::getMessage("SUP_SPLIT_MESSAGE_USER_2", array("#MESSAGE_DATE#" => $stSplitMesageDate, "#TITLE#" => '# '.$intLastTicketID.' "'.$stLastTicketTitle.'"'), $arSite['LANGUAGE_ID']),
"LOG" => "N",
"HIDDEN" => "N",
"NOT_CHANGE_STATUS" => "Y",
"MESSAGE_AUTHOR_USER_ID" => $arParam['SPLIT_MESSAGE_USER_ID'],
);
CTicket::AddMessage($arParam['SPLIT_TICKET_ID'], $arFields, $arFiles=Array(), "N");
// add a new ticket allocation message posted in a separate branch (support log)
$arFields_log = array(
"MESSAGE_CREATED_USER_ID" => $arParam['SPLIT_MESSAGE_USER_ID'],
"MESSAGE_CREATED_MODULE_NAME" => "support",
"MESSAGE_CREATED_GUEST_ID" => "null",
"MESSAGE_SOURCE_ID" => $arParam['SOURCE_MESSAGE_ID'],
"MESSAGE" => \Bitrix\Main\Localization\Loc::getMessage("SUP_SPLIT_MESSAGE_LOG_2", array("#MESSAGE_ID#" => $intSplitMesageID, "#TITLE#" => ' # '.$intLastTicketID.' "'.$stLastTicketTitle.'"'), $arSite['LANGUAGE']),
"LOG" => "Y",
);
CTicket::AddMessage($arParam['SPLIT_TICKET_ID'], $arFields_log, $arFiles_log=Array(), "N");
// If the message that we want to separate, there are attached files, copy them
if (isset($arParam['SPLIT_ATTACH_FILE']))
{
$res = CTicket::GetMessageList('ID', 'ASC', array('TICKET_ID'=>$arParam['SPLIT_TICKET_ID']));
$MESSAGE = $res->Fetch();
foreach($arParam['SPLIT_ATTACH_FILE'] as $key => $iAttachFile)
{
$fid = CFile::CopyFile(intval($iAttachFile));
if ($fid>0)
{
$arFields_fi = array(
"HASH" => "'".$DB->ForSql(md5(uniqid(mt_rand(), true).time()), 255)."'",
"MESSAGE_ID" => $MESSAGE['ID'],
"FILE_ID" => $fid,
"TICKET_ID" => $arParam['SPLIT_TICKET_ID'],
"EXTENSION_SUFFIX" => "null"
);
$DB->Insert("b_ticket_message_2_file",$arFields_fi, $err_mess.__LINE__);
}
}
}
}
/*****************************************************************
Группа функций по работе со спамом
*****************************************************************/
public static function MarkMessageAsSpam($messageID, $exactly="Y", $checkRights="Y")
{
$err_mess = (CAllTicket::err_mess())."
Function: MarkMessageAsSpam
Line: ";
global $DB, $USER;
$messageID = intval($messageID);
if ($messageID<=0) return;
$bAdmin = "N";
$bSupportTeam = "N";
if ($checkRights=="Y")
{
$bAdmin = (CTicket::IsAdmin()) ? "Y" : "N";
$bSupportTeam = (CTicket::IsSupportTeam()) ? "Y" : "N";
}
else
{
$bAdmin = "Y";
$bSupportTeam = "Y";
}
if (($bAdmin=="Y" || $bSupportTeam=="Y") && CModule::IncludeModule("mail"))
{
$exactly = ($exactly=="Y" && $bAdmin=="Y") ? "Y" : "N";
if ($rsMessage = CTicket::GetMessageByID($messageID, $checkRights))
{
if ($arMessage = $rsMessage->Fetch())
{
if ($arMessage["IS_LOG"]!="Y")
{
$email_id = intval($arMessage["EXTERNAL_ID"]);
$header = $arMessage["EXTERNAL_FIELD_1"];
$arFields = array("IS_SPAM" => "'".$exactly."'");
$DB->Update("b_ticket_message",$arFields,"WHERE ID=".$messageID,$err_mess.__LINE__);
$exactly = ($exactly=="Y") ? true : false;
$rsEmail = CMailMessage::GetByID($email_id);
if ($rsEmail->Fetch())
{
CMailMessage::MarkAsSpam($email_id, $exactly);
}
else
{
CmailFilter::MarkAsSpam($header." \n\r ".$arMessage["MESSAGE"], $exactly);
}
}
}
}
}
}
public static function UnMarkMessageAsSpam($messageID, $checkRights="Y")
{
$err_mess = (CAllTicket::err_mess())."
Function: UnMarkMessageAsSpam
Line: ";
global $DB, $USER;
$messageID = intval($messageID);
if ($messageID<=0) return;
$bAdmin = "N";
$bSupportTeam = "N";
if ($checkRights=="Y")
{
$bAdmin = (CTicket::IsAdmin()) ? "Y" : "N";
$bSupportTeam = (CTicket::IsSupportTeam()) ? "Y" : "N";
}
else
{
$bAdmin = "Y";
$bSupportTeam = "Y";
}
if (($bAdmin=="Y" || $bSupportTeam=="Y") && CModule::IncludeModule("mail"))
{
$rsMessage = CTicket::GetMessageByID($messageID, $checkRights);
if ($arMessage = $rsMessage->Fetch())
{
$arFields = array("IS_SPAM" => "null");
$DB->Update("b_ticket_message", $arFields, "WHERE ID=".$messageID, $err_mess.__LINE__);
$email_id = intval($arMessage["EXTERNAL_ID"]);
$header = $arMessage["EXTERNAL_FIELD_1"];
$rsEmail = CMailMessage::GetByID($email_id);
if ($rsEmail->Fetch())
{
CMailMessage::MarkAsSpam($email_id, false);
}
else
{
CmailFilter::DeleteFromSpamBase($header." \n\r ".$arMessage["MESSAGE"], true);
CmailFilter::MarkAsSpam($header." \n\r ".$arMessage["MESSAGE"], false);
}
}
}
}
public static function MarkAsSpam($ticketID, $exactly="Y", $checkRights="Y")
{
$err_mess = (CAllTicket::err_mess())."
Function: MarkAsSpam
Line: ";
global $DB, $USER;
$ticketID = intval($ticketID);
if ($ticketID<=0) return;
$bAdmin = "N";
$bSupportTeam = "N";
if ($checkRights=="Y")
{
$bAdmin = (CTicket::IsAdmin()) ? "Y" : "N";
$bSupportTeam = (CTicket::IsSupportTeam()) ? "Y" : "N";
}
else
{
$bAdmin = "Y";
$bSupportTeam = "Y";
}
if ($bAdmin=="Y" || $bSupportTeam=="Y")
{
$exactly = ($exactly=="Y" && $bAdmin=="Y") ? "Y" : "N";
$arFilter = array("TICKET_ID" => $ticketID, "TICKET_ID_EXACT_MATCH" => "Y", "IS_LOG" => "N");
if ($rsMessages = CTicket::GetMessageList('', '', $arFilter, null, $checkRights))
{
// помечаем исходное сообщение
if ($arMessage = $rsMessages->Fetch())
{
CTicket::MarkMessageAsSpam($arMessage["ID"], $exactly, $checkRights);
}
}
$arFields = array("IS_SPAM" => "'".$exactly."'");
$DB->Update("b_ticket",$arFields,"WHERE ID=".$ticketID,$err_mess.__LINE__);
}
}
public static function UnMarkAsSpam($ticketID, $checkRights="Y")
{
$err_mess = (CAllTicket::err_mess())."
Function: UnMarkAsSpam
Line: ";
global $DB, $USER;
$ticketID = intval($ticketID);
if ($ticketID<=0) return;
if ($checkRights=="Y")
{
$bAdmin = (CTicket::IsAdmin()) ? "Y" : "N";
$bSupportTeam = (CTicket::IsSupportTeam()) ? "Y" : "N";
}
else
{
$bAdmin = "Y";
$bSupportTeam = "Y";
}
if ($bAdmin=="Y" || $bSupportTeam=="Y")
{
$arFilter = array("TICKET_ID" => $ticketID, "TICKET_ID_EXACT_MATCH" => "Y");
if ($rsMessages = CTicket::GetMessageList('', '', $arFilter, null, $checkRights))
{
// снимаем отметку о спаме только у первого сообщения
if ($arMessage = $rsMessages->Fetch())
{
CTicket::UnMarkMessageAsSpam($arMessage["ID"], $checkRights);
}
}
$arFields = array("IS_SPAM" => "null");
$DB->Update("b_ticket",$arFields,"WHERE ID=".$ticketID,$err_mess.__LINE__);
}
}
/*****************************************************************
Группа функций по управлению обращениями
*****************************************************************/
/*function UpdateLastParams($ticketID, $resetAutoClose=false, $changeLastMessageDate = true, $setReopenDefault = true)
{
$err_mess = (CAllTicket::err_mess())."
Function: UpdateLastParams
Line: ";
global $DB, $USER;
$ticketID = intval($ticketID);
if ($ticketID<=0) return;
$arFields = array();
//if ($resetAutoClose=="Y") $arFields["AUTO_CLOSE_DAYS"] = "null";
// определим последнего автора
$strSql = "
SELECT
ID,
".$DB->DateToCharFunction("DATE_CREATE","FULL")." DATE_CREATE,
OWNER_USER_ID,
OWNER_GUEST_ID,
OWNER_SID
FROM
b_ticket_message
WHERE
TICKET_ID=$ticketID
AND(NOT(NOT_CHANGE_STATUS='Y'))
AND(NOT(IS_HIDDEN='Y'))
AND(NOT(IS_LOG='Y'))
AND(NOT(IS_OVERDUE='Y'))
ORDER BY
C_NUMBER desc
";
$rs = $DB->Query($strSql,false,$err_mess.__LINE__);
if ($arLastMess = $rs->Fetch())
{
$arFields["LAST_MESSAGE_USER_ID"] = $arLastMess["OWNER_USER_ID"];
if ($changeLastMessageDate)
{
$arFields["LAST_MESSAGE_DATE"] = $DB->CharToDateFunction($arLastMess["DATE_CREATE"]);//NN
}
$arFields["LAST_MESSAGE_GUEST_ID"] = intval($arLastMess["OWNER_GUEST_ID"]);
$arFields["LAST_MESSAGE_SID"] = "'".$DB->ForSql($arLastMess["OWNER_SID"],255)."'";
}
// определим количество сообщений
$strSql = "
SELECT
SUM(CASE WHEN IS_HIDDEN='Y' THEN 0 ELSE 1 END) MESSAGES,
SUM(TASK_TIME) ALL_TIME
FROM
b_ticket_message
WHERE
TICKET_ID = $ticketID
and (IS_LOG='N' or IS_LOG is null or ".$DB->Length("IS_LOG")."<=0)
and (IS_OVERDUE='N' or IS_OVERDUE is null or ".$DB->Length("IS_OVERDUE")."<=0)
";
$z = $DB->Query($strSql, false, $err_mess.__LINE__);
$zr = $z->Fetch();
$arFields["MESSAGES"] = intval($zr["MESSAGES"]);
$arFields["PROBLEM_TIME"] = intval($zr["ALL_TIME"]);
if ($setReopenDefault)
$arFields["REOPEN"] = "'N'";
/*
AUTO_CLOSE_DAYS
LAST_MESSAGE_DATE
LAST_MESSAGE_USER_ID
LAST_MESSAGE_GUEST_ID
LAST_MESSAGE_SID
MESSAGES
REOPEN
PROBLEM_TIME
*//*
$DB->Update("b_ticket",$arFields,"WHERE ID='".$ticketID."'",$err_mess.__LINE__);
}
//$dateType = CTicket::ADD, CTicket::DELETE, CTicket::CURRENT_DATE
function UpdateLastParams2($ticketID, $dateType)
{
global $DB;
$strUsers = implode(",", CTicket::GetSupportTeamAndAdminUsers());
$err_mess = (CAllTicket::err_mess())."
Function: UpdateLastParams2
Line: ";
$arFields=array();
$arFields["D_1_USER_M_AFTER_SUP_M"] = "null";
$arFields["ID_1_USER_M_AFTER_SUP_M"] = "null";
$arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] = "'Y'";
$arFields["SUPPORT_DEADLINE_NOTIFY"] = "null";
$arFields["SUPPORT_DEADLINE"] = "null";
$arFields["IS_OVERDUE"] = "'N'";
$arFields["IS_NOTIFIED"] = "'N'";
// Get last support response
$M_ID = 0;
$strSql = "
SELECT
T.ID ID,
MAX(TM.ID) M_ID
FROM
b_ticket T
INNER JOIN b_ticket_message TM
ON T.ID = TM.TICKET_ID
AND T.ID = $ticketID
AND TM.OWNER_USER_ID IN($strUsers)
AND (NOT(TM.IS_LOG='Y'))
AND (NOT(TM.IS_HIDDEN='Y'))
AND (NOT(TM.NOT_CHANGE_STATUS='Y'))
GROUP BY
T.ID";
$rs = $DB->Query($strSql, false, $err_mess . __LINE__);
if($arrRs = $rs->Fetch())
{
if(intval($arrRs["M_ID"]) > 0)
{
$M_ID = intval($arrRs["M_ID"]);
}
}
// Get first user request after last support response
$strSql = "
SELECT
T.SLA_ID,
T.DATE_CLOSE,
" . $DB->DateToCharFunction("T.DEADLINE_SOURCE_DATE", "FULL") . " DEADLINE_SOURCE_DATE,
" . $DB->DateToCharFunction("T.D_1_USER_M_AFTER_SUP_M", "FULL") . " DATE_OLD,
T.IS_OVERDUE,
SLA.RESPONSE_TIME_UNIT,
SLA.RESPONSE_TIME,
SLA.NOTICE_TIME_UNIT,
SLA.NOTICE_TIME,
PZ2.M_ID,
PZ2.D_1_USER_M_AFTER_SUP_M
FROM
b_ticket T
INNER JOIN b_ticket_sla SLA
ON T.SLA_ID = SLA.ID
AND T.ID = $ticketID
LEFT JOIN (SELECT
TM.ID M_ID,
TM.TICKET_ID,
" . $DB->DateToCharFunction("TM.DATE_CREATE", "FULL") . " D_1_USER_M_AFTER_SUP_M
FROM
b_ticket_message TM
INNER JOIN (SELECT
T.ID ID,
MIN(TM.ID) M_ID
FROM
b_ticket T
INNER JOIN b_ticket_message TM
ON T.ID = TM.TICKET_ID
AND T.ID = $ticketID
AND TM.ID > $M_ID
AND (NOT(TM.IS_LOG='Y'))
AND (NOT(TM.NOT_CHANGE_STATUS='Y'))
AND (NOT(TM.IS_HIDDEN='Y'))
GROUP BY
T.ID) PZ
ON TM.ID = PZ.M_ID) PZ2
ON T.ID = PZ2.TICKET_ID
";
//AND (NOT(TM.IS_HIDDEN='Y'))
$rs = $DB->Query($strSql, false, $err_mess . __LINE__);
if(!($arrRs = $rs->Fetch()))
{
return;
}
$isOverdue = false;
if(intval($arrRs["M_ID"]) > 0)
{
$arFields["D_1_USER_M_AFTER_SUP_M"] = $DB->CharToDateFunction($arrRs["D_1_USER_M_AFTER_SUP_M"]);
$arFields["ID_1_USER_M_AFTER_SUP_M"] = intval($arrRs["M_ID"]);
$arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] = "'N'";
if($arrRs["IS_OVERDUE"] == "Y" && !(isset($dateType["EVENT"]) && in_array(CTicket::REOPEN, $dateType["EVENT"])))
{
unset($arFields["SUPPORT_DEADLINE_NOTIFY"]);
unset($arFields["SUPPORT_DEADLINE"]);
unset($arFields["IS_OVERDUE"]);
unset($arFields["IS_NOTIFIED"]);
$isOverdue = true;
}
}
if( !$isOverdue && intval($arrRs["DATE_CLOSE"]) <= 0 && $arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] == "'N'")
{
$arrRs["ID"] = $ticketID;
CTicketReminder::RecalculateSupportDeadlineForOneTicket($arrRs, $arFields, $dateType);
}
else
{
if(isset($dateType["EVENT"]) && is_array($dateType["EVENT"]) && in_array(CTicket::REOPEN, $dateType["EVENT"]))
{
$arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime(time() + CTimeZone::GetOffset(),"FULL"));
}
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
}
}*/
public static function UpdateLastParamsN($ticketID, $dateType, $recalculateSupportDeadline = true, $setReopenDefault = true)
{
$err_mess = (CAllTicket::err_mess())."
Function: UpdateLastParamsN
Line: ";
global $DB, $USER;
$ticketID = intval($ticketID);
if ($ticketID<=0) return;
$arSupportTeam = CTicket::GetSupportTeamAndAdminUsers();
$arFields = array(
"LAST_MESSAGE_DATE" => "null",
"LAST_MESSAGE_USER_ID" => "null",
"LAST_MESSAGE_GUEST_ID" => "null",
"LAST_MESSAGE_SID" => "null",
"D_1_USER_M_AFTER_SUP_M" => "null",
"ID_1_USER_M_AFTER_SUP_M" => "null",
"LAST_MESSAGE_BY_SUPPORT_TEAM" => "'Y'",
);
if ($setReopenDefault)
{
$arFields["REOPEN"] = "'N'";
}
$DB->StartUsingMasterOnly();
$strSql = "
SELECT
T.ID,
T.SLA_ID,
T.DATE_CLOSE,
" . $DB->DateToCharFunction("T.DEADLINE_SOURCE_DATE", "FULL") . " DEADLINE_SOURCE_DATE,
" . $DB->DateToCharFunction("T.D_1_USER_M_AFTER_SUP_M", "FULL") . " DATE_OLD,
T.IS_OVERDUE,
SLA.RESPONSE_TIME_UNIT,
SLA.RESPONSE_TIME,
SLA.NOTICE_TIME_UNIT,
SLA.NOTICE_TIME
FROM
b_ticket T
INNER JOIN b_ticket_sla SLA
ON T.SLA_ID = SLA.ID
AND T.ID = $ticketID
";
$rs = $DB->Query($strSql, false, $err_mess . __LINE__);
$arTicket = $rs->Fetch();
if(!$arTicket)
{
$DB->StopUsingMasterOnly();
return;
}
$arMessagesAll = array();
$arLastMess = null;
$arFirstUserMessAfterSupportMess = null;
$allTime = 0;
$messages = 0;
$messAfterSupportMess = true;
$strSql = "
SELECT
ID,
".$DB->DateToCharFunction("DATE_CREATE","FULL")." DATE_CREATE,
OWNER_USER_ID,
OWNER_GUEST_ID,
OWNER_SID,
TASK_TIME,
IS_OVERDUE,
IS_HIDDEN,
NOT_CHANGE_STATUS
FROM
b_ticket_message
WHERE
TICKET_ID=$ticketID
AND(NOT(IS_LOG='Y'))
ORDER BY
C_NUMBER
";
//NOT_CHANGE_STATUS
//IS_HIDDEN
//IS_OVERDUE
$rs = $DB->Query($strSql,false,$err_mess.__LINE__);
$DB->StopUsingMasterOnly();
while($arM = $rs->Fetch())
{
$arMessagesAll[] = $arM;
if($arM["IS_OVERDUE"] !== 'Y')
{
if($arM["IS_HIDDEN"] !== 'Y')
{
if($arM["NOT_CHANGE_STATUS"] !== 'Y')
{
$arLastMess = $arM;
}
$messages++;
}
$allTime += intval($arM["TASK_TIME"]);
}
if($arM["IS_HIDDEN"] !== 'Y' && $arM["NOT_CHANGE_STATUS"] !== 'Y')
{
if(in_array(intval($arM["OWNER_USER_ID"]), $arSupportTeam))
{
$arFirstUserMessAfterSupportMess = null;
$messAfterSupportMess = true;
}
elseif($messAfterSupportMess)
{
$arFirstUserMessAfterSupportMess = $arM;
$messAfterSupportMess = false;
}
}
}
if($arLastMess !== null)
{
$arFields["LAST_MESSAGE_USER_ID"] = $arLastMess["OWNER_USER_ID"];
//if ($changeLastMessageDate)
//{
$arFields["LAST_MESSAGE_DATE"] = $DB->CharToDateFunction($arLastMess["DATE_CREATE"]);
//}
$arFields["LAST_MESSAGE_GUEST_ID"] = intval($arLastMess["OWNER_GUEST_ID"]);
$arFields["LAST_MESSAGE_SID"] = "'" . $DB->ForSql($arLastMess["OWNER_SID"], 255) . "'";
}
$arFields["MESSAGES"] = $messages;
$arFields["PROBLEM_TIME"] = $allTime;
if($arFirstUserMessAfterSupportMess !== null)
{
$arFields["D_1_USER_M_AFTER_SUP_M"] = $DB->CharToDateFunction($arFirstUserMessAfterSupportMess["DATE_CREATE"]);
$arFields["ID_1_USER_M_AFTER_SUP_M"] = intval($arFirstUserMessAfterSupportMess["ID"]);
$arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] = "'N'";
}
if(is_array($dateType["EVENT"]) && in_array(CTicket::REOPEN, $dateType["EVENT"]))
{
$arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime(time() + CTimeZone::GetOffset(),"FULL"));
}
elseif($arTicket["IS_OVERDUE"] == "Y")
{
$recalculateSupportDeadline = false;
}
$recalculateSupportDeadline = $recalculateSupportDeadline && (intval($arTicket["DATE_CLOSE"]) <= 0) && ($arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] == "'N'");
if(!$recalculateSupportDeadline)
{
if ($arFields["LAST_MESSAGE_BY_SUPPORT_TEAM"] == "'Y'" || intval($arTicket["DATE_CLOSE"]) > 0)
{
$arFields["SUPPORT_DEADLINE_NOTIFY"] = "null";
$arFields["SUPPORT_DEADLINE"] = "null";
$arFields["IS_OVERDUE"] = "'N'";
$arFields["IS_NOTIFIED"] = "'N'";
}
}
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
if($recalculateSupportDeadline)
{
$arTicket["M_ID"] = $arFirstUserMessAfterSupportMess["ID"];
$arTicket["D_1_USER_M_AFTER_SUP_M"] = $arFirstUserMessAfterSupportMess["DATE_CREATE"];
CTicketReminder::RecalculateSupportDeadlineForOneTicket($arTicket, $arFields, $dateType);
}
/*
LAST_MESSAGE_DATE
LAST_MESSAGE_USER_ID
LAST_MESSAGE_GUEST_ID
LAST_MESSAGE_SID
MESSAGES
REOPEN
PROBLEM_TIME
D_1_USER_M_AFTER_SUP_M
ID_1_USER_M_AFTER_SUP_M
LAST_MESSAGE_BY_SUPPORT_TEAM
DEADLINE_SOURCE_DATE
SUPPORT_DEADLINE_NOTIFY
SUPPORT_DEADLINE
IS_OVERDUE
IS_NOTIFIED
*/
}
public static function UpdateMessages($ticketID)
{
$err_mess = (CAllTicket::err_mess())."
Function: UpdateMessages
Line: ";
global $DB;
$ticketID = intval($ticketID);
if ($ticketID<=0) return;
$arFields = array();
// определим количество сообщений
$strSql = "
SELECT
SUM(CASE WHEN IS_HIDDEN='Y' THEN 0 ELSE 1 END) MESSAGES,
SUM(TASK_TIME) ALL_TIME
FROM
b_ticket_message
WHERE
TICKET_ID = $ticketID
and (IS_LOG='N' or IS_LOG is null or ".$DB->Length("IS_LOG")."<=0)
and (IS_OVERDUE='N' or IS_OVERDUE is null or ".$DB->Length("IS_OVERDUE")."<=0)
";
$z = $DB->Query($strSql, false, $err_mess.__LINE__);
$zr = $z->Fetch();
$arFields["MESSAGES"] = intval($zr["MESSAGES"]);
$arFields["PROBLEM_TIME"] = intval($zr["ALL_TIME"]);
$DB->Update("b_ticket",$arFields,"WHERE ID='".$ticketID."'",$err_mess.__LINE__);
}
public static function GetFileList($by = 's_id', $order = 'asc', $arFilter = [], $checkRights = 'N')
{
$err_mess = (CAllTicket::err_mess())."
Function: GetFileList
Line: ";
global $DB, $USER;
$arSqlSearch = Array();
$strSqlSearch = "";
if (is_array($arFilter))
{
$filter_keys = array_keys($arFilter);
$filterKeysCount = count($filter_keys);
for ($i=0; $i<$filterKeysCount; $i++)
{
$key = $filter_keys[$i];
$val = $arFilter[$filter_keys[$i]];
if ((is_array($val) && count($val)<=0) || (!is_array($val) && ((string) $val == '' || $val==='NOT_REF')))
continue;
$match_value_set = (in_array($key."_EXACT_MATCH", $filter_keys)) ? true : false;
$key = strtoupper($key);
switch($key)
{
case "LINK_ID":
$match = ($arFilter[$key."_EXACT_MATCH"]=="N" && $match_value_set) ? "Y" : "N";
$arSqlSearch[] = GetFilterQuery("MF.ID",$val,$match);
break;
case "MESSAGE":
case "TICKET_ID":
case "FILE_ID":
case "HASH":
case "MESSAGE_ID":
$match = ($arFilter[$key."_EXACT_MATCH"]=="N" && $match_value_set) ? "Y" : "N";
$arSqlSearch[] = GetFilterQuery("MF.".$key,$val,$match);
break;
}
}
}
if ($by == "s_id") $strSqlOrder = "ORDER BY MF.ID";
elseif ($by == "s_file_id") $strSqlOrder = "ORDER BY F.ID";
elseif ($by == "s_message_id") $strSqlOrder = "ORDER BY MF.MESSAGE_ID";
else
{
$strSqlOrder = "ORDER BY MF.ID";
}
if ($order=="desc")
{
$strSqlOrder .= " desc ";
}
else
{
$strSqlOrder .= " asc ";
}
$messageJoin = '';
$ticketJoin = '';
if ($checkRights == 'Y')
{
$bAdmin = (CTicket::IsAdmin()) ? 'Y' : 'N';
$bSupportTeam = (CTicket::IsSupportTeam()) ? 'Y' : 'N';
$bSupportClient = (CTicket::IsSupportClient()) ? 'Y' : 'N';
$bDemo = (CTicket::IsDemo()) ? 'Y' : 'N';
$uid = intval($USER->GetID());
if ($bAdmin!='Y' && $bSupportTeam!='Y' && $bSupportClient!='Y' && $bDemo!='Y') return false;
if (!($bAdmin == 'Y' || $bDemo == 'Y'))
{
// a list of users who own or are responsible for tickets, which we can show to our current user
$ticketUsers = array($uid);
// check if user has groups
$result = $DB->Query('SELECT GROUP_ID FROM b_ticket_user_ugroup WHERE USER_ID = '.$uid.' AND CAN_VIEW_GROUP_MESSAGES = \'Y\'');
if ($result)
{
// collect members of these groups
$uGroups = array();
while ($row = $result->Fetch())
{
$uGroups[] = $row['GROUP_ID'];
}
if (!empty($uGroups))
{
$result = $DB->Query('SELECT USER_ID FROM b_ticket_user_ugroup WHERE GROUP_ID IN ('.join(',', $uGroups).')');
if ($result)
{
while ($row = $result->Fetch())
{
$ticketUsers[] = $row['USER_ID'];
}
}
}
}
// build sql
$strSqlSearchUser = "";
if($bSupportTeam == 'Y')
{
$strSqlSearchUser = 'T.RESPONSIBLE_USER_ID IN ('.join(',', $ticketUsers).')';
}
elseif ($bSupportClient == 'Y')
{
$strSqlSearchUser = 'T.OWNER_USER_ID IN ('.join(',', $ticketUsers).')';
}
if ($strSqlSearchUser)
{
$ticketJoin = 'INNER JOIN b_ticket T ON (T.ID = MF.TICKET_ID)';
$arSqlSearch[] = $strSqlSearchUser;
}
}
if ($bSupportTeam!="Y" && $bAdmin!="Y" && $bDemo!='Y')
{
$messageJoin = 'INNER JOIN b_ticket_message M ON (M.ID = MF.MESSAGE_ID)';
$arSqlSearch[] = "M.IS_HIDDEN='N'";
$arSqlSearch[] = "M.IS_LOG='N'";
}
}
$strSqlSearch = GetFilterSqlSearch($arSqlSearch);
$strSql = "
SELECT
F.*, ".$DB->DateToCharFunction("F.TIMESTAMP_X")." as TIMESTAMP_X,
MF.ID as LINK_ID,
MF.HASH,
MF.MESSAGE_ID,
MF.TICKET_ID,
MF.EXTENSION_SUFFIX
FROM
b_ticket_message_2_file MF
INNER JOIN b_file F ON (MF.FILE_ID = F.ID)
$ticketJoin
$messageJoin
WHERE
$strSqlSearch
$strSqlOrder
";
$res = $DB->Query($strSql, false, $err_mess.__LINE__);
return $res;
}
public static function GetMessageByID($id, $checkRights="Y", $get_user_name="Y")
{
return CTicket::GetMessageList('', '', array("ID" => $id, "ID_EXACT_MATCH" => "Y"), null, $checkRights, $get_user_name);
}
public static function GetByID($id, $lang=LANG, $checkRights="Y", $get_user_name="Y", $get_extra_names="Y", $arParams = Array())
{
return CTicket::GetList('', '', array("ID" => $id, "ID_EXACT_MATCH" => "Y"), null, $checkRights, $get_user_name, $get_extra_names, $lang, $arParams);
}
public static function getMaxId()
{
global $DB;
$id = null;
$result = $DB->Query("SELECT MAX(ID) as MAX_ID FROM b_ticket");
if ($result)
{
$row = $result->Fetch();
$id = $row['MAX_ID'];
}
return $id;
}
public static function Delete($ticketID, $checkRights="Y")
{
$err_mess = (CAllTicket::err_mess())."
Function: Delete
Line: ";
global $DB, $USER;
$ticketID = intval($ticketID);
if ($ticketID<=0) return;
$bAdmin = "N";
if ($checkRights=="Y")
{
$bAdmin = (CTicket::IsAdmin()) ? "Y" : "N";
}
else
{
$bAdmin = "Y";
}
if ($bAdmin=="Y")
{
if (CTicket::ExecuteEvents('OnBeforeTicketDelete', $ticketID, false) === false)
return false;
CTicket::ExecuteEvents('OnTicketDelete', $ticketID, false);
$strSql = "
SELECT
F.ID
FROM
b_ticket_message_2_file MF,
b_file F
WHERE
MF.TICKET_ID = '$ticketID'
and F.ID=MF.FILE_ID
";
$z = $DB->Query($strSql, false, $err_mess.__LINE__);
while ($zr = $z->Fetch()) CFile::Delete($zr["ID"]);
//CTicketReminder::Delete($ticketID);
$DB->Query("DELETE FROM b_ticket_message_2_file WHERE TICKET_ID='$ticketID'", false, $err_mess.__LINE__);
$DB->Query("DELETE FROM b_ticket_message WHERE TICKET_ID='$ticketID'", false, $err_mess.__LINE__);
$GLOBALS["USER_FIELD_MANAGER"]->Delete("SUPPORT", $ticketID);
$DB->Query("DELETE FROM b_ticket WHERE ID='$ticketID'", false, $err_mess.__LINE__);
if (CSupportSearch::isIndexExists())
{
CSupportSearch::reindexTicket($ticketID);
}
}
}
public static function UpdateOnline($ticketID, $userID=false, $currentMode="")
{
$err_mess = (CAllTicket::err_mess())."
Function: UpdateOnline
Line: ";
global $DB, $USER;
if ($userID===false && is_object($USER)) $userID = $USER->GetID();
$ticketID = intval($ticketID);
$userID = intval($userID);
if ($ticketID<=0 || $userID<=0) return;
$arFields = array(
"TIMESTAMP_X" => $DB->GetNowFunction(),
"TICKET_ID" => $ticketID,
"USER_ID" => $userID,
);
if ($currentMode!==false)
{
$arFields["CURRENT_MODE"] = $currentMode <> '' ? "'".$DB->ForSQL($currentMode, 20)."'" : "null";
}
$rows = $DB->Update("b_ticket_online", $arFields, "WHERE TICKET_ID=$ticketID and USER_ID=$userID", $err_mess.__LINE__);
if (intval($rows)<=0)
{
$DB->Insert("b_ticket_online",$arFields, $err_mess.__LINE__);
}
}
public static function SetTicket($arFields, $ticketID="", $checkRights="Y", $sendEmailToAuthor="Y", $sendEmailToTechsupport="Y")
{
//global $DB;
//$DB->DebugToFile = true;
$messageID = null;
$x = CTicket::Set($arFields, $messageID, $ticketID, $checkRights, $sendEmailToAuthor, $sendEmailToTechsupport);
//$DB->DebugToFile = false;
return $x;
}
/*****************************************************************
SET
*****************************************************************/
public static function addSupportText($cn)
{
if($cn > 0 && (CTicket::IsSupportTeam($cn) || CTicket::IsAdmin($cn))) return " " . GetMessage("SUP_TECHSUPPORT_HINT");
return "";
}
public static function EmailsFromStringToArray($emails, $res = null)
{
if(!is_array($res)) $res = array();
$arEmails = explode(",", $emails);
if(is_array($arEmails) && count($arEmails) > 0)
{
foreach($arEmails as $email)
{
$email = trim($email);
if($email <> '')
{
preg_match_all("#[<\[\(](.*?)[>\]\)]#i".BX_UTF_PCRE_MODIFIER, $email, $arr);
if(is_array($arr[1]) && count($arr[1]) > 0)
{
foreach($arr[1] as $email)
{
$email = trim($email);
if($email <> '' && !in_array($email, $res) && check_email($email))
{
$res[] = $email;
}
}
}
elseif(!in_array($email, $res) && check_email($email))
{
$res[] = $email;
}
}
}
}
TrimArr($res);
return $res;
}
public static function GetCSupportTableFields($name, $arrOrTable = CSupportTableFields::C_Array)
{
$n = CSupportTableFields::VT_NUMBER;
$s = CSupportTableFields::VT_STRING;
$yn = CSupportTableFields::VT_Y_N;
$ynn = CSupportTableFields::VT_Y_N_NULL;
$d = CSupportTableFields::VT_DATE;
$dt = CSupportTableFields::VT_DATE_TIME;
$tables = array(
"b_ticket" => array(
"ID" => array("TYPE" => $n, "DEF_VAL" => 0, "AUTO_CALCULATED" => true),
"SITE_ID" => array("TYPE" => $s, "DEF_VAL" => "", "MAX_STR_LEN" => 2),
"DATE_CREATE" => array("TYPE" => $dt, "DEF_VAL" => null ),
"DAY_CREATE" => array("TYPE" => $d, "DEF_VAL" => null ),
"TIMESTAMP_X" => array("TYPE" => $dt, "DEF_VAL" => null ),
"DATE_CLOSE" => array("TYPE" => $dt, "DEF_VAL" => null ),
"AUTO_CLOSED" => array("TYPE" => $yn, "DEF_VAL" => null ),
"AUTO_CLOSE_DAYS" => array("TYPE" => $n, "DEF_VAL" => null ),
"SLA_ID" => array("TYPE" => $n, "DEF_VAL" => 1 ),
"NOTIFY_AGENT_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"EXPIRE_AGENT_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"OVERDUE_MESSAGES" => array("TYPE" => $n, "DEF_VAL" => 0 ),
"IS_NOTIFIED" => array("TYPE" => $yn, "DEF_VAL" => "N" ),
"IS_OVERDUE" => array("TYPE" => $yn, "DEF_VAL" => "N" ),
"CATEGORY_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"CRITICALITY_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"STATUS_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"MARK_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"SOURCE_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"DIFFICULTY_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"TITLE" => array("TYPE" => $s, "DEF_VAL" => "", "MAX_STR_LEN" => 255),
"MESSAGES" => array("TYPE" => $n, "DEF_VAL" => 0 ),
"IS_SPAM" => array("TYPE" => $ynn, "DEF_VAL" => null ),
"OWNER_USER_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"OWNER_GUEST_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"OWNER_SID" => array("TYPE" => $s, "DEF_VAL" => null, "MAX_STR_LEN" => 255),
"CREATED_USER_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"CREATED_GUEST_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"CREATED_MODULE_NAME" => array("TYPE" => $s, "DEF_VAL" => "support", "MAX_STR_LEN" => 255),
"RESPONSIBLE_USER_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"MODIFIED_USER_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"MODIFIED_GUEST_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"MODIFIED_MODULE_NAME" => array("TYPE" => $s, "DEF_VAL" => null, "MAX_STR_LEN" => 255),
"LAST_MESSAGE_USER_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"LAST_MESSAGE_GUEST_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"LAST_MESSAGE_SID" => array("TYPE" => $s, "DEF_VAL" => null, "MAX_STR_LEN" => 255),
"LAST_MESSAGE_BY_SUPPORT_TEAM" => array("TYPE" => $yn, "DEF_VAL" => "N" ),
"LAST_MESSAGE_DATE" => array("TYPE" => $dt, "DEF_VAL" => null ),
"SUPPORT_COMMENTS" => array("TYPE" => $s, "DEF_VAL" => null, "MAX_STR_LEN" => 255),
"PROBLEM_TIME" => array("TYPE" => $n, "DEF_VAL" => null ),
"HOLD_ON" => array("TYPE" => $yn, "DEF_VAL" => "N" ),
"REOPEN" => array("TYPE" => $yn, "DEF_VAL" => "N" ),
"COUPON" => array("TYPE" => $s, "DEF_VAL" => null, "MAX_STR_LEN" => 255),
"DEADLINE_SOURCE_DATE" => array("TYPE" => $dt, "DEF_VAL" => null ),
),
"EventFields" => array(
"ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"LANGUAGE" => array("TYPE" => $s, "DEF_VAL" => null ),
"LANGUAGE_ID" => array("TYPE" => $s, "DEF_VAL" => null ),
"WHAT_CHANGE" => array("TYPE" => $s, "DEF_VAL" => null ),
"DATE_CREATE" => array("TYPE" => $s, "DEF_VAL" => null ),
"TIMESTAMP" => array("TYPE" => $s, "DEF_VAL" => null ),
"DATE_CLOSE" => array("TYPE" => $s, "DEF_VAL" => null ),
"TITLE" => array("TYPE" => $s, "DEF_VAL" => null ),
"STATUS" => array("TYPE" => $s, "DEF_VAL" => null ),
"DIFFICULTY" => array("TYPE" => $s, "DEF_VAL" => null ),
"CATEGORY" => array("TYPE" => $s, "DEF_VAL" => null ),
"CRITICALITY" => array("TYPE" => $s, "DEF_VAL" => null ),
"RATE" => array("TYPE" => $s, "DEF_VAL" => null ),
"SLA" => array("TYPE" => $s, "DEF_VAL" => null ),
"SOURCE" => array("TYPE" => $s, "DEF_VAL" => null ),
"MESSAGES_AMOUNT" => array("TYPE" => $s, "DEF_VAL" => null ),
"SPAM_MARK" => array("TYPE" => $s, "DEF_VAL" => null ),
"ADMIN_EDIT_URL" => array("TYPE" => $s, "DEF_VAL" => null ),
"PUBLIC_EDIT_URL" => array("TYPE" => $s, "DEF_VAL" => null ),
"OWNER_EMAIL" => array("TYPE" => $s, "DEF_VAL" => null ),
"OWNER_USER_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"OWNER_USER_NAME" => array("TYPE" => $s, "DEF_VAL" => null ),
"OWNER_USER_LOGIN" => array("TYPE" => $s, "DEF_VAL" => null ),
"OWNER_USER_EMAIL" => array("TYPE" => $s, "DEF_VAL" => null ),
"OWNER_TEXT" => array("TYPE" => $s, "DEF_VAL" => null ),
"OWNER_SID" => array("TYPE" => $s, "DEF_VAL" => null ),
"SUPPORT_EMAIL" => array("TYPE" => $s, "DEF_VAL" => null ),
"RESPONSIBLE_USER_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"RESPONSIBLE_USER_NAME" => array("TYPE" => $s, "DEF_VAL" => null ),
"RESPONSIBLE_USER_LOGIN" => array("TYPE" => $s, "DEF_VAL" => null ),
"RESPONSIBLE_USER_EMAIL" => array("TYPE" => $s, "DEF_VAL" => null ),
"RESPONSIBLE_TEXT" => array("TYPE" => $s, "DEF_VAL" => null ),
"SUPPORT_ADMIN_EMAIL" => array("TYPE" => $s, "DEF_VAL" => null ),
"CREATED_USER_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"CREATED_USER_LOGIN" => array("TYPE" => $s, "DEF_VAL" => null ),
"CREATED_USER_EMAIL" => array("TYPE" => $s, "DEF_VAL" => null ),
"CREATED_USER_NAME" => array("TYPE" => $s, "DEF_VAL" => null ),
"CREATED_MODULE_NAME" => array("TYPE" => $s, "DEF_VAL" => null ),
"CREATED_TEXT" => array("TYPE" => $s, "DEF_VAL" => null ),
"MODIFIED_USER_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"MODIFIED_USER_LOGIN" => array("TYPE" => $s, "DEF_VAL" => null ),
"MODIFIED_USER_EMAIL" => array("TYPE" => $s, "DEF_VAL" => null ),
"MODIFIED_USER_NAME" => array("TYPE" => $s, "DEF_VAL" => null ),
"MODIFIED_MODULE_NAME" => array("TYPE" => $s, "DEF_VAL" => null ),
"MODIFIED_TEXT" => array("TYPE" => $s, "DEF_VAL" => null ),
"MESSAGE_AUTHOR_USER_ID" => array("TYPE" => $n, "DEF_VAL" => null ),
"MESSAGE_AUTHOR_USER_NAME" => array("TYPE" => $s, "DEF_VAL" => null ),
"MESSAGE_AUTHOR_USER_LOGIN" => array("TYPE" => $s, "DEF_VAL" => null ),
"MESSAGE_AUTHOR_USER_EMAIL" => array("TYPE" => $s, "DEF_VAL" => null ),
"MESSAGE_AUTHOR_TEXT" => array("TYPE" => $s, "DEF_VAL" => null ),
"MESSAGE_AUTHOR_SID" => array("TYPE" => $s, "DEF_VAL" => null ),
"MESSAGE_SOURCE" => array("TYPE" => $s, "DEF_VAL" => null ),
"MESSAGE_HEADER" => array("TYPE" => $s, "DEF_VAL" => null ),
"MESSAGE_BODY" => array("TYPE" => $s, "DEF_VAL" => null ),
"MESSAGE_FOOTER" => array("TYPE" => $s, "DEF_VAL" => null ),
"FILES" => array("TYPE" => $s, "DEF_VAL" => null ),
"FILES_LINKS" => array("TYPE" => $s, "DEF_VAL" => null ),
"IMAGE_LINK" => array("TYPE" => $s, "DEF_VAL" => null ),
"SUPPORT_COMMENTS" => array("TYPE" => $s, "DEF_VAL" => null ),
),
);
if(!array_key_exists($name, $tables)) return null;
return new CSupportTableFields($tables[$name], $arrOrTable);
}
public static function Set_getFilesLinks($arFiles, $lID)
{
// сформируем ссылки на прикрепленые файлы
$fl = null;
if(is_array($arFiles) && count($arFiles) > 0)
{
$fl = GetMessage("SUP_ATTACHED_FILES")."\n";
foreach($arFiles as $arFile)
{
$fl .= (CMain::IsHTTPS()? "https" : "http")."://" . $_SERVER["HTTP_HOST"] . "/bitrix/tools/ticket_show_file.php?hash=" . $arFile["HASH"] . "&action=download&lang=" . $lID . "\n";
}
if ($fl <> '') $fl .= "\n";
}
return $fl;
}
public static function Set_WriteLog($nf, $v, $mf)
{
$change_log = "";
$v->change = "";
$v->change_hidden = "";
if($v->isNew) // NEW
{
$v->arChange = array();
if($nf->SLA_NAME <> '') $v->arChange["SLA_ID"] = "Y";
if($nf->CATEGORY_NAME <> '') $v->arChange["CATEGORY_ID"] = "Y";
if($nf->CRITICALITY_NAME <> '') $v->arChange["CRITICALITY_ID"] = "Y";
if($nf->STATUS_NAME <> '') $v->arChange["STATUS_ID"] = "Y";
if($nf->DIFFICULTY_NAME <> '') $v->arChange["DIFFICULTY_ID"] = "Y";
if($mf->RESPONSIBLE_TEXT <> '') $v->arChange["RESPONSIBLE_USER_ID"] = "Y";
if($v->bActiveCoupon) $change_log .= "" . htmlspecialcharsEx(GetMessage('SUP_IS_SUPER_COUPON', array('#COUPON#' => $v->V_COUPON)));
}
if(!is_array($v->arChange) || count($v->arChange) <= 0) return;
foreach($v->arChange as $key => $value)
{
if ($value != "Y") continue;
switch ($key)
{
case "CLOSE":
$v->change .= GetMessage("SUP_REQUEST_CLOSED")."\n";
$change_log .= "".GetMessage("SUP_REQUEST_CLOSED_LOG");
break;
case "OPEN":
$v->change .= GetMessage("SUP_REQUEST_OPENED")."\n";
$change_log .= "".GetMessage("SUP_REQUEST_OPENED_LOG");
break;
case "HOLD_ON_ON":
$v->change .= GetMessage("SUP_HOLD_ON_ON") . "\n";
$change_log .= "" . GetMessage("SUP_HOLD_ON_ON_LOG");
break;
case "HOLD_ON_OFF":
$v->change .= GetMessage("SUP_HOLD_ON_OFF") . "\n";
$change_log .= "" . GetMessage("SUP_HOLD_ON_OFF_LOG");
break;
case "RESPONSIBLE_USER_ID":
$v->change .= GetMessage("SUP_RESPONSIBLE_CHANGED") . "\n";
$change_log .= "" . htmlspecialcharsEx(GetMessage("SUP_RESPONSIBLE_CHANGED_LOG", array("#VALUE#" => $mf->RESPONSIBLE_TEXT)));
break;
case "CATEGORY_ID":
$v->change .= GetMessage("SUP_CATEGORY_CHANGED") . "\n";
$change_log .= "" . htmlspecialcharsEx(GetMessage("SUP_CATEGORY_CHANGED_LOG", array("#VALUE#" => $nf->CATEGORY_NAME)));
break;
case "CRITICALITY_ID":
$v->change .= GetMessage("SUP_CRITICALITY_CHANGED") . "\n";
$change_log .= "" . htmlspecialcharsEx(GetMessage("SUP_CRITICALITY_CHANGED_LOG", array("#VALUE#" => $nf->CRITICALITY_NAME)));
break;
case "STATUS_ID":
$v->change .= GetMessage("SUP_STATUS_CHANGED") . "\n";
$change_log .= "" . htmlspecialcharsEx(GetMessage("SUP_STATUS_CHANGED_LOG", array("#VALUE#" => $nf->STATUS_NAME)));
break;
case "DIFFICULTY_ID":
$v->change_hidden .= GetMessage("SUP_DIFFICULTY_CHANGED") . "\n";
$change_log .= "" . htmlspecialcharsEx(GetMessage("SUP_DIFFICULTY_CHANGED_LOG", array("#VALUE#" => $nf->DIFFICULTY_NAME)));
break;
case "MARK_ID":
$v->change .= GetMessage("SUP_MARK_CHANGED") . "\n";
$change_log .= "" . htmlspecialcharsEx(GetMessage("SUP_MARK_CHANGED_LOG", array("#VALUE#" => $nf->MARK_NAME)));
break;
case "SLA_ID":
$v->change .= GetMessage("SUP_SLA_CHANGED") . "\n";
$change_log .= "" . htmlspecialcharsEx(GetMessage("SUP_SLA_CHANGED_LOG", array("#VALUE#" => $nf->SLA_NAME)));
break;
case "TITLE":
$v->change .= GetMessage("SUP_TITLE_CHANGED") . "\n";
$change_log .= "" . htmlspecialcharsEx(GetMessage("SUP_TITLE_CHANGED_LOG", array("#VALUE#" => $nf->TITLE)));
break;
case "MESSAGE":
$v->change .= GetMessage("SUP_NEW_MESSAGE") . "\n";
break;
case "HIDDEN_MESSAGE":
$v->change_hidden .= GetMessage("SUP_NEW_HIDDEN_MESSAGE")."\n";
$line1 = str_repeat("=", 20);
$line2 = str_repeat("=", 30);
$mf->MESSAGE_HEADER = $line1 . " " . GetMessage("SUP_MAIL_HIDDEN_MESSAGE") . " " . $line2;
break;
}
}
if(!$v->isNew) $mf->WHAT_CHANGE = $v->change; // UPDATE
// запишем изменения в лог
if($change_log <> '')
{
$arFields_log = $v->arFields_log;
$arFields_log["MESSAGE"] = $change_log;
$q = null;
$arFields_log["IS_LOG"] = "Y";
CTicket::AddMessage($nf->ID, $arFields_log, $q, "N", $v->newSLA);
}
}
public static function Set_sendMails($nf, $v, $arFields)
{
$I_Email = null;
$U_Email = null;
if(!$v->isNew) $U_Email = "Y"; // UPDATE
else $I_Email = "Y";
IncludeModuleLangFile($_SERVER["DOCUMENT_ROOT"]."/bitrix/modules/support/classes/general/messages.php", $v->arrSite["LANGUAGE_ID"]);
$mf = self::GetCSupportTableFields("EventFields");
$mf->ADMIN_EDIT_URL = "/bitrix/admin/ticket_edit.php";
$mf->LANGUAGE = $v->arrSite["LANGUAGE_ID"];
$mf->LANGUAGE_ID = $v->arrSite["LANGUAGE_ID"];
$arrSet = array(
"ID" => "ID",
"DATE_CREATE" => "DATE_CREATE",
"TIMESTAMP" => "TIMESTAMP_X",
"DATE_CLOSE" => "DATE_CLOSE",
"TITLE" => "TITLE",
"CATEGORY" => "CATEGORY_NAME",
"CRITICALITY" => "CRITICALITY_NAME",
"DIFFICULTY" => "DIFFICULTY_NAME",
"STATUS" => "STATUS_NAME",
"SLA" => "SLA_NAME",
"OWNER_USER_ID" => "OWNER_USER_ID",
"OWNER_GUEST_ID" => "OWNER_GUEST_ID",
"OWNER_SID" => "OWNER_SID",
"OWNER_USER_NAME" => "OWNER_NAME",
"OWNER_USER_LOGIN" => "OWNER_LOGIN",
"OWNER_USER_EMAIL" => "OWNER_EMAIL",
"RESPONSIBLE_USER_ID" => "RESPONSIBLE_USER_ID",
"RESPONSIBLE_USER_NAME" => "RESPONSIBLE_NAME",
"RESPONSIBLE_USER_LOGIN" => "RESPONSIBLE_LOGIN",
"RESPONSIBLE_USER_EMAIL" => "RESPONSIBLE_EMAIL",
"CREATED_USER_ID" => "CREATED_USER_ID",
"CREATED_GUEST_ID" => "CREATED_GUEST_ID",
"CREATED_USER_LOGIN" => "CREATED_LOGIN",
"CREATED_USER_EMAIL" => "CREATED_EMAIL",
"CREATED_USER_NAME" => "CREATED_NAME"
);
if(!$v->isNew) // UPDATE
{
$arrSet["MODIFIED_USER_ID"] = "MODIFIED_USER_ID";
$arrSet["MODIFIED_GUEST_ID"] = "MODIFIED_GUEST_ID";
$arrSet["MODIFIED_USER_LOGIN"] = "MODIFIED_LOGIN";
$arrSet["MODIFIED_USER_EMAIL"] = "MODIFIED_EMAIL";
$arrSet["MODIFIED_USER_NAME"] = "MODIFIED_NAME";
$arrSet["RATE"] = "MARK_NAME";
$arrSet["MESSAGES_AMOUNT"] = "MESSAGES";
}
$mf->FromArray((array)$nf, $arrSet);
$arUserIDs = array($mf->OWNER_USER_ID, $mf->CREATED_USER_ID, $mf->MODIFIED_USER_ID, $mf->RESPONSIBLE_USER_ID);
$arGuestIDs = array($mf->OWNER_GUEST_ID, $mf->CREATED_GUEST_ID, $mf->MODIFIED_GUEST_ID);
$arStrUsers =CTicket::GetUsersPropertiesArray($arUserIDs, $arGuestIDs);
// set name, login, email
$userCategories = array('OWNER', 'RESPONSIBLE', 'CREATED');
if (!$v->isNew)
{
$userCategories[] = 'MODIFIED';
}
foreach ($userCategories as $userCategory)
{
$propertyId = $userCategory.'_USER_ID';
if ($mf->$propertyId > 0 && isset($arStrUsers['arUsers'][$mf->$propertyId]))
{
$name = CUser::FormatName(CSite::GetNameFormat(), $arStrUsers['arUsers'][$mf->$propertyId], true, true);
$propertyName = $userCategory.'_USER_NAME';
$mf->$propertyName = $name;
$propertyLogin = $userCategory.'_USER_LOGIN';
$mf->$propertyLogin = $arStrUsers['arUsers'][$mf->$propertyId]['LOGIN'];
$propertyEmail = $userCategory.'_USER_EMAIL';
$mf->$propertyEmail = $arStrUsers['arUsers'][$mf->$propertyId]['EMAIL'];
}
}
$mf->FILES = $v->arrFILES;
$mf->FILES_LINKS = self::Set_getFilesLinks($v->arrFILES, $v->arrSite["LANGUAGE_ID"]);
$mf->IMAGE_LINK = $mf->FILES_LINKS;
$mf->MESSAGE_BODY = PrepareTxtForEmail($arFields["MESSAGE"], $v->arrSite["LANGUAGE_ID"], false, false);
// сформируем email автора
// Событие: "TICKET_CHANGE_BY_AUTHOR_FOR_AUTHOR" - #DEFAULT_EMAIL_FROM# -> #OWNER_EMAIL# (Обращение изменено автором (для автора))
// Событие: "TICKET_CHANGE_BY_SUPPORT_FOR_AUTHOR" - #DEFAULT_EMAIL_FROM# -> #OWNER_EMAIL# (Обращение изменено сотрудником техподдержки (для автора))
// Событие: "TICKET_NEW_FOR_AUTHOR" - #DEFAULT_EMAIL_FROM# -> #OWNER_EMAIL# (Новое обращение (для автора))
$ownerEmail = "";
if($mf->OWNER_USER_ID > 0 && isset($arStrUsers["arUsers"][$mf->OWNER_USER_ID]))
{
$ownerEmail = $arStrUsers["arUsers"][$mf->OWNER_USER_ID]["EMAIL"];
}
elseif($mf->OWNER_GUEST_ID > 0 && isset($arStrUsers["arGuests"][$mf->OWNER_GUEST_ID]))
{
$ownerEmail = $arStrUsers["arGuests"][$mf->OWNER_GUEST_ID]["EMAIL"];
}
$arrOwnerEmails = self::EmailsFromStringToArray($mf->OWNER_SID, array($ownerEmail));
if(intval($mf->OWNER_USER_ID) > 0)
{
$rs = CTicket::GetResponsibleList($mf->OWNER_USER_ID, $I_Email, $U_Email);
while($arr0 = $rs->Fetch())
{
if($arr0['EMAIL'] <> '')
{
$arrOwnerEmails[] = $arr0['EMAIL'];
}
}
}
$mf->OWNER_EMAIL = implode(", ", array_unique($arrOwnerEmails));
// выбираем административные email'ы
$arrAdminEMails = CTicket::GetAdminEmails();
if(!is_array($arrAdminEMails))
{
$arrAdminEMails = array();
}
TrimArr($arrAdminEMails);
// сформируем email техподдержки
// Событие: "TICKET_OVERDUE_REMINDER" - #DEFAULT_EMAIL_FROM# -> #SUPPORT_EMAIL# (Напоминание о необходимости ответа (для техподдержки))
// Событие: "TICKET_CHANGE_FOR_TECHSUPPORT" - #DEFAULT_EMAIL_FROM# -> #SUPPORT_EMAIL# (Изменения в обращении (для техподдержки))
// Событие: "TICKET_NEW_FOR_TECHSUPPORT" - #DEFAULT_EMAIL_FROM# -> #SUPPORT_EMAIL# (Новое обращение (для техподдержки))
$arrSupportEmails = array();
if($mf->RESPONSIBLE_USER_ID > 0 && isset($arStrUsers["arUsers"][$mf->RESPONSIBLE_USER_ID]))
{
$arrSupportEmails[] = $arStrUsers["arUsers"][$mf->RESPONSIBLE_USER_ID]["EMAIL"];
// из группы ответсвенного, выбираем всех пользователей кто имеет доступ к рассылке
$rs = CTicket::GetResponsibleList($mf->RESPONSIBLE_USER_ID, $I_Email, $U_Email, "Y");
while($arr0 = $rs->Fetch()) if($arr0['EMAIL'] <> '')
{
$arrSupportEmails[] = $arr0['EMAIL'];
}
}
if(count($arrSupportEmails) <= 0)
{
$arrSupportEmails = $arrAdminEMails;
}
if(count($arrSupportEmails) <= 0)
{
$se = COption::GetOptionString("main", "email_from", "");
if($se <> '') $arrSupportEmails[] = $se;
}
TrimArr($arrSupportEmails);
$mf->SUPPORT_EMAIL = count($arrSupportEmails) > 0 ? TrimEx(implode(",", array_unique($arrSupportEmails)), ",") : "";
// удалим продублированные адреса из макроса #SUPPORT_ADMIN_EMAIL#
if(count($arrSupportEmails) > 0)
{
foreach($arrSupportEmails as $e)
{
unset($arrAdminEMails[$e]);
}
}
$mf->SUPPORT_ADMIN_EMAIL = count($arrAdminEMails) > 0 ? TrimEx(implode(",", $arrAdminEMails), ",") : "";
if(array_key_exists('PUBLIC_EDIT_URL', $arFields) && $arFields['PUBLIC_EDIT_URL'] <> '')
{
$mf->PUBLIC_EDIT_URL = $arFields['PUBLIC_EDIT_URL'];
}
else
{
$peurl = COption::GetOptionString("support", "SUPPORT_DIR");
$peurl = str_replace("#LANG_DIR#", $v->arrSite["DIR"], $peurl); // совместимость
$peurl = str_replace("#SITE_DIR#", $v->arrSite["DIR"], $peurl);
$peurl = str_replace("\\", "/", $peurl);
$peurl = str_replace("//", "/", $peurl);
$peurl = TrimEx($peurl, "/");
$mf->PUBLIC_EDIT_URL = "/".$peurl."/".COption::GetOptionString("support", "SUPPORT_EDIT");
}
$mf->SUPPORT_COMMENTS = PrepareTxtForEmail($arFields["SUPPORT_COMMENTS"], $v->arrSite["LANGUAGE_ID"]);
if($mf->SUPPORT_COMMENTS <> '') $mf->SUPPORT_COMMENTS = "\n\n" . $mf->SUPPORT_COMMENTS . "\n";
$mf->SOURCE = $nf->SOURCE_NAME == '' ? "" : "[" . $nf->SOURCE_NAME . "] ";
$oUID = intval($mf->OWNER_USER_ID);
$oGID = intval($mf->OWNER_GUEST_ID);
if($oGID > 0)
{
$mf->OWNER_TEXT = $arStrUsers["arGuests"][$oGID]["HTML_NAME_S"];
if($oUID > 0)
{
$mf->OWNER_TEXT .= self::addSupportText($oUID);
}
}
elseif($oUID > 0)
{
$mf->OWNER_TEXT = $arStrUsers["arUsers"][$oUID]["HTML_NAME_S"];
$mf->OWNER_TEXT .= self::addSupportText($oUID);
}
if(trim($mf->OWNER_SID) <> '' && $mf->OWNER_SID != null)
{
$mf->OWNER_TEXT = " / " . $mf->OWNER_TEXT;
}
if($nf->CREATED_MODULE_NAME == "support" || $nf->CREATED_MODULE_NAME == '')
{
$cUID = intval($mf->CREATED_USER_ID);
$cGID = intval($mf->CREATED_GUEST_ID);
if($cGID > 0)
{
$mf->CREATED_TEXT = $arStrUsers["arGuests"][$cGID]["HTML_NAME_S"];
}
elseif($cUID > 0)
{
$mf->CREATED_TEXT = $arStrUsers["arUsers"][$cUID]["HTML_NAME_S"];
}
}
else
{
$mf->CREATED_MODULE_NAME = "[" . $nf->CREATED_MODULE_NAME . "]";
}
$rUID = intval($mf->RESPONSIBLE_USER_ID);
if($rUID > 0)
{
$mf->RESPONSIBLE_TEXT = $arStrUsers["arUsers"][$rUID]["HTML_NAME_S"];
$mf->RESPONSIBLE_TEXT .= self::addSupportText($rUID);
}
/*
if($mf->OWNER_USER_ID > 0 || strlen(trim($mf->OWNER_USER_LOGIN)) > 0)
{
$mf->OWNER_TEXT = "[" . $mf->OWNER_USER_ID . "] (" . $mf->OWNER_USER_LOGIN . ") " . $mf->OWNER_USER_NAME;
if(strlen(trim($mf->OWNER_SID)) > 0 && $mf->OWNER_SID != null) $mf->OWNER_TEXT = " / " . $mf->OWNER_TEXT;
$mf->OWNER_TEXT .= self::addSupportText($mf->OWNER_USER_ID);
}
if($nf->CREATED_MODULE_NAME == "support")
{
$mf->CREATED_MODULE_NAME = "";
if($mf->CREATED_USER_ID > 0)
{
$mf->CREATED_TEXT = "[" . $mf->CREATED_USER_ID . "] (" . $mf->CREATED_USER_LOGIN . ") " . $mf->CREATED_USER_NAME . self::addSupportText($mf->CREATED_USER_ID);
}
}
else
{
$mf->CREATED_MODULE_NAME = "[" . $nf->CREATED_MODULE_NAME . "]";
}
if($mf->RESPONSIBLE_USER_ID > 0)
{
$mf->RESPONSIBLE_TEXT = "[" . $mf->RESPONSIBLE_USER_ID . "] (" . $nf->RESPONSIBLE_LOGIN . ") " . $nf->RESPONSIBLE_NAME;
$mf->RESPONSIBLE_TEXT .= self::addSupportText($mf->RESPONSIBLE_USER_ID);
}
*/
if(!$v->isNew) // UPDATE
{
/*
if($nf->MODIFIED_MODULE_NAME == "support" && strlen($nf->MODIFIED_MODULE_NAME) > 0)
{
$mf->MODIFIED_MODULE_NAME = "";
if($mf->MODIFIED_USER_ID > 0)
{
$mf->MODIFIED_TEXT = "[" . $mf->MODIFIED_USER_ID . "] (" . $mf->MODIFIED_USER_LOGIN . ") " . $mf->MODIFIED_USER_NAME;
$mf->MODIFIED_TEXT .= self::addSupportText($mf->MODIFIED_USER_ID);
}
}
else $mf->MODIFIED_MODULE_NAME = "[" . $nf->MODIFIED_MODULE_NAME . "]";
*/
if($nf->MODIFIED_MODULE_NAME == "support" || $nf->MODIFIED_MODULE_NAME == '')
{
$rUID = intval($mf->MODIFIED_USER_ID);
$rGID = intval($mf->MODIFIED_GUEST_ID);
if($rGID > 0)
{
$mf->MODIFIED_TEXT = $arStrUsers["arGuests"][$rGID]["HTML_NAME_S"];
if($rUID > 0)
{
$mf->MODIFIED_TEXT .= self::addSupportText($rUID);
}
}
elseif($rUID > 0)
{
$mf->MODIFIED_TEXT = $arStrUsers["arUsers"][$rUID]["HTML_NAME_S"];
$mf->MODIFIED_TEXT .= self::addSupportText($rUID);
}
}
else
{
$mf->MODIFIED_MODULE_NAME = "[" . $nf->MODIFIED_MODULE_NAME . "]";
}
$mf->MESSAGE_SOURCE = "";
if($rsSource = CTicketDictionary::GetByID($arFields["MESSAGE_SOURCE_ID"]))
{
$arSource = $rsSource->Fetch();
$mf->MESSAGE_SOURCE = (array_key_exists("NAME", $arSource) && $arSource["NAME"] <> '') ? "[" . $arSource["NAME"] . "] " : "";
}
if((trim($arFields["MESSAGE_AUTHOR_SID"]) <> '' || intval($arFields["MESSAGE_AUTHOR_USER_ID"]) > 0) && $v->bSupportTeam)
{
$mf->MESSAGE_AUTHOR_USER_ID = $arFields["MESSAGE_AUTHOR_USER_ID"];
$mf->MESSAGE_AUTHOR_SID = $arFields["MESSAGE_AUTHOR_SID"];
}
else $mf->MESSAGE_AUTHOR_USER_ID = $v->uid;
$arMA = array();
if($rsMA = CUser::GetByID($mf->MESSAGE_AUTHOR_USER_ID)) $arMA = $rsMA->Fetch();
if($mf->MESSAGE_AUTHOR_USER_ID > 0 || trim($arMA["LOGIN"]) <> '')
{
$mf->MESSAGE_AUTHOR_TEXT = "[" . $mf->MESSAGE_AUTHOR_USER_ID . "] (" . $arMA["LOGIN"] . ") " . $arMA["NAME"] . " " . $arMA["LAST_NAME"];
if(trim($arFields["MESSAGE_AUTHOR_SID"]) <> '') $mf->MESSAGE_AUTHOR_TEXT = " / " . $mf->MESSAGE_AUTHOR_TEXT;
if($mf->MESSAGE_AUTHOR_USER_ID > 0) $mf->MESSAGE_AUTHOR_TEXT .= self::addSupportText($mf->MESSAGE_AUTHOR_USER_ID);
}
if(trim($arMA["NAME"]) <> '' || trim($arMA["LAST_NAME"]) <> '') $mf->MESSAGE_AUTHOR_USER_NAME = trim($arMA["NAME"]) . " ". trim($arMA["LAST_NAME"]);
if(trim($arMA["LOGIN"]) <> '') $mf->MESSAGE_AUTHOR_USER_LOGIN = $arMA["LOGIN"];
if(trim($arMA["EMAIL"]) <> '') $mf->MESSAGE_AUTHOR_USER_EMAIL = $arMA["EMAIL"];
$mf->MESSAGE_HEADER = str_repeat("=", 23) . " " . GetMessage("SUP_MAIL_MESSAGE") . " " . str_repeat("=", 34);
}
$mf->SPAM_MARK = "";
if($nf->IS_SPAM <> '')
{
if($nf->IS_SPAM == "Y") $mf->SPAM_MARK = "\n" . GetMessage("SUP_EXACTLY_SPAM") . "\n";
else $mf->SPAM_MARK = "\n" . GetMessage("SUP_POSSIBLE_SPAM") . "\n";
}
self::Set_WriteLog($nf, $v, $mf);
//$v +change, +change_hidden
if(!$v->isNew) // UPDATE
{
$mf->MESSAGE_FOOTER = str_repeat("=", mb_strlen($mf->MESSAGE_HEADER));
}
if ($v->isNew && $v->bActiveCoupon) $mf->COUPON = $v->V_COUPON;
$arEventFields_author = $mf->ToArray(CSupportTableFields::ALL); //, array(CSupportTableFields::NOT_NULL)
$arEventFields_support = $arEventFields_author;
// отсылаем письмо автору
if($v->SEND_EMAIL_TO_AUTHOR == "Y" && ($v->isNew || $v->change <> ''))
{
$EventType = "TICKET_NEW_FOR_AUTHOR";
if(!$v->isNew) // UPDATE
{
// HIDDEN
if($arFields["HIDDEN"] == "Y")
{
$arrUnsetHidden = array("MESSAGE_BODY", "IMAGE_LINK");
foreach($arrUnsetHidden as $value) $arEventFields_author[$value] = "";
}
$EventType = "TICKET_CHANGE_BY_AUTHOR_FOR_AUTHOR";
if(CTicket::IsSupportTeam($mf->MESSAGE_AUTHOR_USER_ID) || CTicket::IsAdmin($mf->MESSAGE_AUTHOR_USER_ID))
$EventType = "TICKET_CHANGE_BY_SUPPORT_FOR_AUTHOR";
}
$arEventFields_author = CTicket::ExecuteEvents('OnBeforeSendMailToAuthor' , $arEventFields_author, $v->isNew, $EventType);
if ($arEventFields_author) CEvent::Send($EventType, $v->arrSite["ID"], $arEventFields_author);
}
// отсылаем письмо техподдержке
if($v->SEND_EMAIL_TO_TECHSUPPORT == "Y" && ($v->isNew || $v->change <> '' || $v->change_hidden <> ''))
{
$EventType = "TICKET_NEW_FOR_TECHSUPPORT";
if(!$v->isNew) // UPDATE
{
$arEventFields_support["WHAT_CHANGE"] .= $v->change_hidden;
$EventType = "TICKET_CHANGE_FOR_TECHSUPPORT";
}
$arEventFields_support = CTicket::ExecuteEvents('OnBeforeSendMailToSupport', $arEventFields_support, $v->isNew);
if ($arEventFields_support) CEvent::Send($EventType, $v->arrSite["ID"], $arEventFields_support);
}
}
public static function Set_getResponsibleUser($v, $f, &$arFields)
{
global $DB;
$err_mess = (CAllTicket::err_mess()) . "
Function: Set_getResponsibleUser
Line: ";
// если обращение создается сотрудником техподдержки, администратором или демо пользователем
$f->RESPONSIBLE_USER_ID = null;
if($v->bSupportTeam || $v->bAdmin || $v->Demo) $f->FromArray($arFields, "RESPONSIBLE_USER_ID", array(CSupportTableFields::MORE0));
if($f->RESPONSIBLE_USER_ID == null) unset($arFields["RESPONSIBLE_USER_ID"]);
/*
получим идентификаторы события и ответственного в зависимости от
1) Категории
2) Критичности
3) Источника
*/
$strSql = "
SELECT ID, C_TYPE, RESPONSIBLE_USER_ID, EVENT1, EVENT2, EVENT3
FROM b_ticket_dictionary
WHERE
(ID=" . $f->CATEGORY_ID . " AND C_TYPE='C') OR
(ID=" . $f->CRITICALITY_ID . " AND C_TYPE='K') OR
(ID=" . $f->SOURCE_ID . " AND C_TYPE='SR')
ORDER BY
C_TYPE
";
$z = $DB->Query($strSql, false, $err_mess . __LINE__);
$v->category_set = false;
while($zr = $z->Fetch())
{
// если
// 1) ответственный определен в справочнике
// 2) до сих пор он не был определен
// 3) не был задан явно пользователем имеющим на это права
if ($zr["C_TYPE"]=="C")
{
$v->T_EVENT1 = trim($zr["EVENT1"]);
$v->T_EVENT2 = trim($zr["EVENT2"]);
$v->T_EVENT3 = trim($zr["EVENT3"]);
$v->category_set = true;
}
if($f->RESPONSIBLE_USER_ID == null && intval($zr["RESPONSIBLE_USER_ID"]) > 0)
{
$RU_ID = intval($zr["RESPONSIBLE_USER_ID"]);
if(CTicket::IsSupportTeam($RU_ID) || CTicket::IsAdmin($RU_ID)) $f->RESPONSIBLE_USER_ID = $RU_ID;
break;
}
}
// если ответственный явно не определен то
if($f->RESPONSIBLE_USER_ID == null)
{
// ответственный из настроек SLA
$rsSLA = CTicketSLA::GetByID($f->SLA_ID);
if($rsSLA !== false && $arSLA = $rsSLA->Fetch())
{
if(intval($arSLA["RESPONSIBLE_USER_ID"]) > 0)
{
$f->RESPONSIBLE_USER_ID = $arSLA["RESPONSIBLE_USER_ID"];
}
}
}
// ответственный из настроек модуля
if ($f->RESPONSIBLE_USER_ID == null)
{
// берем из настроек модуля ответственного по умолчанию
$RU_ID = intval(COption::GetOptionString("support", "DEFAULT_RESPONSIBLE_ID"));
$f->RESPONSIBLE_USER_ID = $RU_ID;
}
}
public static function Set_getCOUPONandSLA($v, $f, $arFields)
{
global $APPLICATION;
$slaID = 0;
if(isset($arFields['SLA_ID']) && (intval($arFields['SLA_ID']) > 0))
{
$slaID = $arFields['SLA_ID'];
}
// получение купона
if(array_key_exists('COUPON', $arFields) && $arFields['COUPON'] <> '')
{
$v->bActiveCoupon = CSupportSuperCoupon::UseCoupon($arFields['COUPON']);
if($v->bActiveCoupon)
{
$v->V_COUPON = $arFields['COUPON'];
$rsCoupon = CSupportSuperCoupon::GetList(false, array('COUPON' => $arFields['COUPON']));
//if($arCoupon = $rsCoupon->Fetch() && intval($arCoupon['SLA_ID']) > 0) $arFields['SLA_ID'] = intval($arCoupon['SLA_ID']);
if($arCoupon = $rsCoupon->Fetch())
{
if(intval($arCoupon['SLA_ID']) > 0)
{
$slaID= intval($arCoupon['SLA_ID']);
}
}
}
else
{
$APPLICATION->ThrowException(GetMessage('SUP_ERROR_INVALID_COUPON'));
return false;
}
}
// получаем SLA
if($slaID > 0)
{
//$f->FromArray($arFields, "SLA_ID", array(CSupportTableFields::MORE0));
$f->SLA_ID = $slaID;
}
else
{
$f->SLA_ID = CTicketSLA::GetSLA($f->SITE_ID, $f->OWNER_USER_ID, $f->CATEGORY_ID, ($v->bActiveCoupon ? $v->V_COUPON : "") );
}
//elseif(intval($arFields["SLA_ID"]) <= 0) $f->SLA_ID = CTicketSLA::GetForUser($f->SITE_ID, $f->OWNER_USER_ID);
return true;
}
public static function Set_InitVar(&$arFields, $id, $checkRights, $sendEmailToAuthor, $sendEmailToTechsupport)
{
global $APPLICATION, $USER, $DB;
$f = self::GetCSupportTableFields("b_ticket");
$v = (object)array();
if(!is_object($USER))
{
$USER = new CUser;
}
$uid = $USER->GetID();
if(isset($arFields["CURRENT_USER_ID"]) && intval($arFields["CURRENT_USER_ID"]) > 0)
{
$uid = intval($arFields["CURRENT_USER_ID"]);
}
$f->ID = intval($id);
$v->isNew = ($f->ID <= 0);
$v->CHECK_RIGHTS = ($checkRights == "Y") ? "Y" : "N";
$v->SEND_EMAIL_TO_AUTHOR = ($sendEmailToAuthor == "Y") ? "Y" : "N";
$v->SEND_EMAIL_TO_TECHSUPPORT = ($sendEmailToTechsupport == "Y") ? "Y" : "N";
$v->newSLA = false;
// заголовок и сообщение - обязательные поля для нового обращения
if($v->isNew)
{
if($arFields["TITLE"] == '')
{
$APPLICATION->ThrowException(GetMessage('SUP_ERROR_EMPTY_TITLE'));
return false;
}
if($arFields["MESSAGE"] == '')
{
$APPLICATION->ThrowException(GetMessage('SUP_ERROR_EMPTY_MESSAGE'));
return false;
}
}
if(is_object($APPLICATION))
{
$APPLICATION->ResetException();
}
if(!$GLOBALS["USER_FIELD_MANAGER"]->CheckFields("SUPPORT", $f->ID, $arFields))
{
if(is_object($APPLICATION) && $APPLICATION->GetException())
{
return false;
}
else
{
$APPLICATION->ThrowException("Unknown error. ");
return false;
}
}
// установка прав
$v->bAdmin = $v->bSupportTeam = $v->bSupportClient = $v->bDemo = $v->bOwner = false;
if($v->CHECK_RIGHTS == "Y")
{
$v->uid = $uid;
$v->bAdmin = CTicket::IsAdmin($uid);
$v->bSupportTeam = CTicket::IsSupportTeam($uid);
$v->bSupportClient = CTicket::IsSupportClient($uid);
$v->bDemo = CTicket::IsDemo($uid);
if($v->isNew) $v->bOwner = true;
else $v->bOwner = CTicket::IsOwner($f->ID, $v->uid);
}
else
{
$v->bAdmin = $v->bSupportTeam = $v->bSupportClient = $v->bDemo = $v->bOwner = true;
$v->uid = 0;
}
if(!$v->bAdmin && !$v->bSupportTeam && !$v->bSupportClient) return false;
if (!$v->bAdmin && !$v->bSupportTeam && ($v->bDemo && !$v->bOwner)) return false;
// Это спам?
$f->FromArray($arFields, "IS_SPAM");
$v->bActiveCoupon = false;
$f->FromArray($_SESSION, array("MODIFIED_GUEST_ID" => "SESS_GUEST_ID"), array(CSupportTableFields::MORE0));
$f->FromArray($arFields, "OWNER_USER_ID,OWNER_SID,HOLD_ON", array(CSupportTableFields::MORE0, CSupportTableFields::NOT_EMTY_STR));
// получим SITE_ID
if($arFields["SITE_ID"] <> '') $f->SITE_ID = $arFields["SITE_ID"];
elseif($arFields["SITE"] <> '') $f->SITE_ID = $arFields["SITE"];
elseif($arFields["LANG"] <> '') $f->SITE_ID = $arFields["LANG"]; // совместимость со старой версией
else $f->SITE_ID = SITE_ID;
// получаем ID записей справочника по SID
$arr = array(
"CATEGORY" => "C",
"CRITICALITY" => "K",
"STATUS" => "S",
"MARK" => "M",
"SOURCE" => "SR",
"MESSAGE_SOURCE" => "SR",
"DIFFICULTY" => "D"
);
foreach($arr as $key => $value)
{
if ((array_key_exists($key . "_ID", $arFields) || intval($arFields[ $key . "_ID" ]) <= 0) && array_key_exists($key . "_SID", $arFields) && $arFields[ $key . "_SID" ] <> '')
{
$z = CTicketDictionary::GetBySID($arFields[ $key . "_SID" ], $value, $f->SITE_ID);
$zr = $z->Fetch();
$arFields[$key."_ID"] = $zr["ID"];
}
}
return array("v" => $v, "f" => $f);
}
public static function Set($arFields, &$MID, $id="", $checkRights="Y", $sendEmailToAuthor="Y", $sendEmailToTechsupport="Y")
{
global $DB, $APPLICATION, $USER;
$err_mess = (CAllTicket::err_mess()) . "
Function: Set
Line: ";
$v0 = self::Set_InitVar($arFields, $id, $checkRights, $sendEmailToAuthor, $sendEmailToTechsupport);
if(!is_array($v0)) return $v0;
$v = $v0["v"]; /* isNew, CHECK_RIGHTS, SEND_EMAIL_TO_AUTHOR, SEND_EMAIL_TO_TECHSUPPORT, bAdmin, bSupportTeam, bSupportClient, bDemo, bOwner, uid, bActiveCoupon, IsSpam */
/** @var CSupportTableFields $f */
$f = $v0["f"]; /* ID, SITE_ID, MODIFIED_GUEST_ID, OWNER_USER_ID, OWNER_SID, HOLD_ON, IS_SPAM */
// если модифицируем обращение то
if(!$v->isNew)
{
unset($arFields['COUPON']);
$arFields['ID'] = $f->ID;
$arFields = CTicket::ExecuteEvents('OnBeforeTicketUpdate', $arFields, false);
if(!$arFields) return false;
$v->closeDate = (isset($arFields["CLOSE"]) && $arFields["CLOSE"] == "Y"); //$close
// запоминаем предыдущие важные значения
$v->arrOldFields = array();
$arr = array(
"TITLE" => "T.TITLE",
"RESPONSIBLE_USER_ID" => "T.RESPONSIBLE_USER_ID",
"SLA_ID" => "T.SLA_ID",
"CATEGORY_ID" => "T.CATEGORY_ID",
"CRITICALITY_ID" => "T.CRITICALITY_ID",
"STATUS_ID" => "T.STATUS_ID",
"MARK_ID" => "T.MARK_ID",
"DIFFICULTY_ID" => "T.DIFFICULTY_ID",
"DATE_CLOSE" => "T.DATE_CLOSE",
"HOLD_ON" => "T.HOLD_ON",
"RESPONSE_TIME" => "S.RESPONSE_TIME",
"RESPONSE_TIME_UNIT" => "S.RESPONSE_TIME_UNIT"
);
$str = "T.ID";
foreach ($arr as $s) $str .= "," . $s;
$strSql = "SELECT " . $str . ", SITE_ID FROM b_ticket T LEFT JOIN b_ticket_sla S ON T.SLA_ID = S.ID WHERE T.ID='" . $f->ID . "'";
$z = $DB->Query($strSql, false, $err_mess . __LINE__);
if($zr=$z->Fetch())
{
$f->SITE_ID = $zr["SITE_ID"];
if(intval($v->uid) == $zr["RESPONSIBLE_USER_ID"]) $v->bSupportTeam = "Y";
foreach ($arr as $key=>$s) $v->arrOldFields[$key] = $zr[$key];
}
$f->FromArray(
$arFields,
"SITE_ID,MODIFIED_MODULE_NAME,SLA_ID,SOURCE_ID",
array(CSupportTableFields::MORE0,CSupportTableFields::NOT_EMTY_STR)
);
if (!$f->MODIFIED_MODULE_NAME)
{
$f->MODIFIED_MODULE_NAME = '';
}
$f->FromArray(
$arFields,
"CATEGORY_ID,RESPONSIBLE_USER_ID,STATUS_ID,DIFFICULTY_ID,CRITICALITY_ID,SUPPORT_COMMENTS"
);
if (isset($arFields['CHANGE_TITLE']))
{
$f->set('TITLE', $arFields['CHANGE_TITLE']);
}
$f->set("MODIFIED_USER_ID", $v->uid, array(CSupportTableFields::MORE0));
$f->setCurrentTime("TIMESTAMP_X");
if($v->closeDate)
{
$f->setCurrentTime("DATE_CLOSE");
}
// ?remake? {
$v->IS_GROUP_USER = 'N';
if($v->bAdmin) $IS_GROUP_USER = 'Y';
elseif($v->CHECK_RIGHTS == 'Y' && ($v->bSupportClient || $v->bSupportTeam))
{
if($v->bSupportTeam) $join_query = '(T.RESPONSIBLE_USER_ID IS NOT NULL AND T.RESPONSIBLE_USER_ID=O.USER_ID)';
else $join_query = '(T.OWNER_USER_ID IS NOT NULL AND T.OWNER_USER_ID=O.USER_ID)';
$strSql = "SELECT 'x'
FROM b_ticket T
INNER JOIN b_ticket_user_ugroup O ON $join_query
INNER JOIN b_ticket_user_ugroup C ON (O.GROUP_ID=C.GROUP_ID)
INNER JOIN b_ticket_ugroups G ON (O.GROUP_ID=G.ID)
WHERE T.ID='" . $f->ID . "' AND C.USER_ID='" . $v->uid . "' AND C.CAN_VIEW_GROUP_MESSAGES='Y' AND G.IS_TEAM_GROUP='" . ($v->bSupportTeam ? "Y" : "N") . "'";
$z = $DB->Query($strSql);
if($zr = $z->Fetch()) $v->IS_GROUP_USER = 'Y';
}
// }
if(isset($arFields["AUTO_CLOSE_DAYS"]) && intval($arFields["AUTO_CLOSE_DAYS"]) >= 0)
{
if (intval($arFields["AUTO_CLOSE_DAYS"]) == 0)
{
// get from module settings
$f->AUTO_CLOSE_DAYS = COption::GetOptionString('support', "DEFAULT_AUTO_CLOSE_DAYS");
}
else
{
$f->AUTO_CLOSE_DAYS = $arFields["AUTO_CLOSE_DAYS"];
}
}
if(is_array($v->arrOldFields) && is_array($arFields) && $arFields["CLOSE"] == "N" && $v->arrOldFields["DATE_CLOSE"] <> '')
{
$f->DATE_CLOSE = null;
$f->REOPEN = "Y";
}
// Если есть что и мы Аднины или из группы ТП, запишем в базу
$v->FirstUpdateRes = false;
if($v->bSupportTeam || $v->bAdmin)
{
$arFields_i = $f->ToArray(CSupportTableFields::ALL, array(CSupportTableFields::ONLY_CHANGED), true);
if($v->CHECK_RIGHTS == "N" && isset($arFields["MARK_ID"]) && intval($arFields["MARK_ID"]) > 0)
{
$arFields_i["MARK_ID"] = intval($arFields["MARK_ID"]);
}
if(count($arFields_i) > 0)
{
$v->SupportTeamUpdateRes = $DB->Update("b_ticket", $arFields_i, "WHERE ID='" . $f->ID . "'", $err_mess . __LINE__); //$rows1
$GLOBALS["USER_FIELD_MANAGER"]->Update("SUPPORT", $f->ID, $arFields);
// если указана отметка о спаме то установим отметку о спаме
if ($f->IS_SPAM <> '') CTicket::MarkAsSpam($f->ID, $f->IS_SPAM, $v->CHECK_RIGHTS);
$v->newSLA = (isset($arFields_i["SLA_ID"]) && $v->arrOldFields["SLA_ID"] != $arFields_i["SLA_ID"]);
}
}
elseif($v->bOwner || $v->bSupportClient)
{
$arFields_i = $f->ToArray("TIMESTAMP_X,DATE_CLOSE,CRITICALITY_ID,MODIFIED_USER_ID,MODIFIED_GUEST_ID,MODIFIED_MODULE_NAME,REOPEN", array(CSupportTableFields::ONLY_CHANGED), true);
if (isset($arFields['MARK_ID']))
$arFields_i["MARK_ID"] = intval($arFields["MARK_ID"]);
if(count($arFields_i) > 0)
{
$v->SupportClientUpdateRes = $DB->Update("b_ticket",
$arFields_i,
"WHERE ID='" . $f->ID . "' AND (OWNER_USER_ID='" . $v->uid . "' OR CREATED_USER_ID='" . $v->uid . "' OR '" . $v->CHECK_RIGHTS . "'='N' OR '" . $v->IS_GROUP_USER . "'='Y')",
$err_mess . __LINE__
);
$GLOBALS["USER_FIELD_MANAGER"]->Update("SUPPORT", $f->ID, $arFields);
}
}
// поля для записи лога
/*$arFields_log = array(
"LOG" => "Y",
"MESSAGE_CREATED_USER_ID" => $MODIFIED_USER_ID,
"MESSAGE_CREATED_MODULE_NAME" => $MODIFIED_MODULE_NAME,
"MESSAGE_CREATED_GUEST_ID" => $MODIFIED_GUEST_ID,
"MESSAGE_SOURCE_ID" => intval($arFields["SOURCE_ID"])
);*/
$v->arFields_log = array(
"LOG" => "Y",
"MESSAGE_CREATED_USER_ID" => $f->MODIFIED_USER_ID,
"MESSAGE_CREATED_MODULE_NAME" => $f->MODIFIED_MODULE_NAME,
"MESSAGE_CREATED_GUEST_ID" => $f->MODIFIED_GUEST_ID,
"MESSAGE_SOURCE_ID" => $f->SOURCE_ID
);
// если необходимо соблюдать права то
if($v->CHECK_RIGHTS == "Y")
{
// если update техподдержки не прошел то
if(intval($v->SupportTeamUpdateRes) <= 0)
{
// убираем из массива исходных значений то что может менять только техподдержка
unset($v->arrOldFields["RESPONSIBLE_USER_ID"]);
unset($v->arrOldFields["SLA_ID"]);
unset($v->arrOldFields["CATEGORY_ID"]);
unset($v->arrOldFields["DIFFICULTY_ID"]);
unset($v->arrOldFields["STATUS_ID"]);
}
// если update автора не прошел то
if (intval($v->SupportClientUpdateRes) <=0)
{
// убираем из массива исходных значений то что может менять только автор
unset($v->arrOldFields["MARK_ID"]);
}
}
// если состоялся один из updat'ов то
if(intval($v->SupportTeamUpdateRes) > 0 || intval($v->SupportClientUpdateRes) > 0)
{
// добавляем сообщение
$arFields["MESSAGE_CREATED_MODULE_NAME"] = $arFields["MODIFIED_MODULE_NAME"];
if(is_set($arFields, "IMAGE")) $arFields["FILES"][] = $arFields["IMAGE"];
$arFiles = null;
$MID = CTicket::AddMessage($f->ID, $arFields, $arFiles, $v->CHECK_RIGHTS);
$v->arrFILES = $arFiles;
$MID = intval($MID);
$dateType = array();
$dateType["EVENT"] = array(CTicket::UPDATE);
if($v->newSLA)
{
$dateType["EVENT"][] = CTicket::NEW_SLA;
$dateType["OLD_SLA_RESPONSE_TIME"] = $v->arrOldFields["RESPONSE_TIME"];
$dateType["OLD_SLA_RESPONSE_TIME_UNIT"] = $v->arrOldFields["RESPONSE_TIME_UNIT"];
}
if($f->REOPEN == "Y")
{
$dateType["EVENT"][] = CTicket::REOPEN;
}
//CTicket::UpdateLastParams2($f->ID, $dateType);
CTicket::UpdateLastParamsN($f->ID, $dateType, true, true);
/*// если обращение закрывали то
if($v->closeDate)
{
// удалим агентов-напоминальщиков и обновим параметры обращения
CTicketReminder::Remove($f->ID);
}*/
if(is_array($v->arrOldFields) && is_array($arFields))
{
// определяем что изменилось
$v->arChange = array();
if ($MID > 0)
{
if($arFields["HIDDEN"] != "Y") $v->arChange["MESSAGE"] = "Y";
else $v->arChange["HIDDEN_MESSAGE"] = "Y";
}
if($arFields["CLOSE"] == "Y" && $v->arrOldFields["DATE_CLOSE"] == '')
{
$v->arChange["CLOSE"] = "Y";
}
elseif($arFields["CLOSE"] == "N" && $v->arrOldFields["DATE_CLOSE"] <> '')
{
$v->arChange["OPEN"] = "Y";
}
if(array_key_exists("HOLD_ON", $arFields))
{
if($v->arrOldFields["HOLD_ON"] == null)
{
$v->arrOldFields["HOLD_ON"] = 'N';
}
if($arFields["HOLD_ON"] == null)
{
$arFields["HOLD_ON"] = 'N';
}
if($v->arrOldFields["HOLD_ON"] != $arFields["HOLD_ON"])
{
if($arFields["HOLD_ON"] == "Y")
{
$v->arChange["HOLD_ON_ON"] = "Y";
}
else
{
$v->arChange["HOLD_ON_OFF"] = "Y";
}
}
unset($v->arrOldFields["HOLD_ON"]);
}
foreach($v->arrOldFields as $key => $value)
{
if(isset($arFields[$key]))
{
if ($key === 'TITLE' && $value !== $arFields[$key])
{
$v->arChange[$key] = "Y";
}
elseif (intval($value) != intval($arFields[$key]))
{
$v->arChange[$key] = "Y";
}
}
}
// получим текущие значения обращения
CTimeZone::Disable();
$z = CTicket::GetByID($f->ID, $f->SITE_ID, "N");
CTimeZone::Enable();
if($zr = $z->Fetch())
{
$nf = (object)$zr;
$rsSite = CSite::GetByID($nf->SITE_ID);
$v->arrSite = $rsSite->Fetch();
self::Set_sendMails($nf, $v, $arFields);
//if ($v->arChange['SLA_ID'] == 'Y' || $v->arChange['OPEN'] == 'Y') CTicketReminder::Update($nf->ID, true);
}
}
$arFields['MID'] = $MID;
CTicket::ExecuteEvents('OnAfterTicketUpdate', $arFields, false);
}
}
else
{
// restrict to set SLA_ID directly, allow through events or automatically
if (isset($arFields['SLA_ID']) && !($v->bSupportTeam || $v->bAdmin || $v->bDemo || $v->bActiveCoupon))
{
unset($arFields['SLA_ID']);
}
$arFields = CTicket::ExecuteEvents('OnBeforeTicketAdd', $arFields, false);
if(!$arFields) return false;
if(!((trim($arFields["OWNER_SID"]) <> '' || intval($arFields["OWNER_USER_ID"]) > 0) && ($v->bSupportTeam || $v->bAdmin)))
{
$f->OWNER_USER_ID = ($v->uid > 0) ? $v->uid : null;
$f->OWNER_SID = null;
$f->OWNER_GUEST_ID = intval($_SESSION["SESS_GUEST_ID"]) > 0 ? intval($_SESSION["SESS_GUEST_ID"]) : null;
}
$f->FromArray($arFields, "CREATED_USER_ID,CREATED_MODULE_NAME,CATEGORY_ID,STATUS_ID,DIFFICULTY_ID,CRITICALITY_ID,SOURCE_ID,TITLE", array(CSupportTableFields::MORE0,CSupportTableFields::NOT_EMTY_STR));
if (!$f->CREATED_USER_ID)
{
$f->set("CREATED_USER_ID", $v->uid, array(CSupportTableFields::MORE0));
}
$f->setCurrentTime("LAST_MESSAGE_DATE,DAY_CREATE,TIMESTAMP_X,DEADLINE_SOURCE_DATE");
$f->DATE_CREATE = time() + CTimeZone::GetOffset();
// если обращение создается сотрудником техподдержки, администратором или демо пользователем
if($v->bSupportTeam || $v->bAdmin || $v->Demo)
{
$f->FromArray($arFields, "SUPPORT_COMMENTS", array(CSupportTableFields::NOT_EMTY_STR));
}
if(!self::Set_getCOUPONandSLA($v, $f, $arFields)) return false;
// $f +SLA_ID $v +V_COUPON +bActiveCoupon
if ($v->bActiveCoupon) $f->COUPON = $v->V_COUPON;
self::Set_getResponsibleUser($v, $f, $arFields);
// $f +RESPONSIBLE_USER_ID $v +T_EVENT1 +T_EVENT2 +T_EVENT3
// поля для записи лога
$v->arFields_log = array(
"LOG" => "Y",
"MESSAGE_CREATED_USER_ID" => $f->CREATED_USER_ID,
"MESSAGE_CREATED_MODULE_NAME" => $f->CREATED_MODULE_NAME,
"MESSAGE_CREATED_GUEST_ID" => $f->MODIFIED_GUEST_ID,
"MESSAGE_SOURCE_ID" => $f->SOURCE_ID
);
$acd0 = intval(COption::GetOptionString("support", "DEFAULT_AUTO_CLOSE_DAYS"));
$f->AUTO_CLOSE_DAYS = (($acd0 <= 0) ? 7 : $acd0);
$arFields["AUTO_CLOSE_DAYS"] = $f->AUTO_CLOSE_DAYS;
$arFields_i = $f->ToArray(CSupportTableFields::ALL, array(CSupportTableFields::NOT_NULL,CSupportTableFields::NOT_DEFAULT), true);
$id = $DB->Insert("b_ticket", $arFields_i, $err_mess . __LINE__);
if(!($id > 0)) return $id;
$f->ID = $id;
$GLOBALS["USER_FIELD_MANAGER"]->Update("SUPPORT", $f->ID, $arFields);
$arFields["MESSAGE_AUTHOR_SID"] = $f->OWNER_SID;
$arFields["MESSAGE_AUTHOR_USER_ID"] = $f->OWNER_USER_ID;
$arFields["MESSAGE_CREATED_MODULE_NAME"] = $f->CREATED_MODULE_NAME;
$arFields["MESSAGE_SOURCE_ID"] = $f->SOURCE_ID;
$arFields["HIDDEN"] = "N";
$arFields["LOG"] = "N";
$arFields["IS_LOG"] = "N";
if (is_set($arFields, "IMAGE")) $arFields["FILES"][] = $arFields["IMAGE"];
$arFiles = null;
$MID = CTicket::AddMessage($f->ID, $arFields, $arFiles, $v->CHECK_RIGHTS);
$v->arrFILES = $arFiles;
$MID = intval($MID);
if(intval($MID) > 0)
{
//CTicket::UpdateLastParams2($f->ID, array("EVENT"=>array(CTicket::ADD)));
CTicket::UpdateLastParamsN($f->ID, array("EVENT"=>array(CTicket::ADD)), true, true);
// если указана отметка о спаме то установим отметку о спаме
if ($f->IS_SPAM <> '') CTicket::MarkAsSpam($f->ID, $f->IS_SPAM, $v->CHECK_RIGHTS);
/********************************************
$nf - Заново прочитанные из базы поля
********************************************/
CTimeZone::Disable();
$z = CTicket::GetByID($f->ID, $f->SITE_ID, "N", "N");
CTimeZone::Enable();
if($zr = $z->Fetch())
{
$nf = (object)$zr;
$rsSite = CSite::GetByID($nf->SITE_ID);
$v->arrSite = $rsSite->Fetch();
self::Set_sendMails($nf, $v, $arFields);
// создаем событие в модуле статистики
if(CModule::IncludeModule("statistic"))
{
if(!$v->category_set)
{
$v->T_EVENT1 = "ticket";
$v->T_EVENT2 = "";
$v->T_EVENT3 = "";
}
if($v->T_EVENT3 == '') $v->T_EVENT3 = "http://" . $_SERVER["HTTP_HOST"] . "/bitrix/admin/ticket_edit.php?ID=" . $f->ID . "&lang=" . $v->arrSite["LANGUAGE_ID"];
CStatEvent::AddCurrent($v->T_EVENT1, $v->T_EVENT2, $v->T_EVENT3);
}
}
}
// !!! ПРОВЕРИТЬ $arFields ТОЧНО ЛИ ВСЕ $arFields[..] = .. ТАКИЕ ЖЕ КАК В ОРИГИНАЛЕ !!!
$arFields['ID'] = $f->ID;
$arFields['MID'] = $MID;
CTicket::ExecuteEvents('OnAfterTicketAdd', $arFields, true);
}
return $f->ID;
}
/***********************************************
Старые функции для совместимости
***********************************************/
public static function GetFUA($site_id)
{
$err_mess = (CAllTicket::err_mess())."
Function: GetFUA
Line: ";
if ($site_id=="all") $site_id = "";
$arFilter = array("TYPE" => "F", "SITE" => $site_id);
$rs = CTicketDictionary::GetList("s_dropdown", '', $arFilter);
return $rs;
}
public static function GetRefBookValues($type, $site_id=false)
{
$err_mess = (CAllTicket::err_mess())."
Function: GetRefBookValues
Line: ";
if ($site_id=="all") $site_id = "";
$arFilter = array("TYPE" => $type, "SITE" => $site_id);
$rs = CTicketDictionary::GetList("s_dropdown", '', $arFilter);
return $rs;
}
public static function GetMessages($ticketID, $arFilter=array(), $checkRights="Y")
{
$arFilter["TICKET_ID"] = $ticketID;
$arFilter["TICKET_ID_EXACT_MATCH"] = "Y";
return CTicket::GetMessageList('', '', $arFilter, null, $checkRights, "Y");
}
public static function GetResponsible()
{
return CTicket::GetSupportTeamList();
}
public static function IsResponsible($userID=false)
{
return CTicket::IsSupportTeam($userID);
}
public static function ExecuteEvents($message, $arFields, $isNew, &$eventType = false)
{
foreach(GetModuleEvents('support', $message, true) as $arr)
{
$arFields = ExecuteModuleEventEx($arr, array($arFields, $isNew, &$eventType));
}
return $arFields;
}
public static function GetResponsibleList($userID, $CMGM = null, $CMUGM = null, $SG = null)
{
$condition = "";
if($CMGM != null) $condition .= "
AND TUG2.CAN_MAIL_GROUP_MESSAGES = '" . ($CMGM == "Y" ? "Y" : "N") . "'";
if($CMUGM != null) $condition .= "
AND TUG2.CAN_MAIL_UPDATE_GROUP_MESSAGES = '" . ($CMUGM == "Y" ? "Y" : "N") . "'";
$condition2 = "";
if($SG != null) $condition2 .= "
AND TG.IS_TEAM_GROUP = '" . ($SG == "Y" ? "Y" : "N") . "'";
$err_mess = (CTicket::err_mess())."
Function: GetSupportTeamMailList
Line: ";
global $DB;
$strSql = "
SELECT
U.ID as ID,
U.LOGIN as LOGIN,
". $DB->Concat(CTicket::isnull("U.LAST_NAME", "''"), CTicket::isnull("U.NAME", "''"), 'U.LOGIN')." as NAME,
U.EMAIL as EMAIL
FROM
(
SELECT
TUG2.USER_ID AS USER_ID
FROM
b_ticket_ugroups TG
INNER JOIN b_ticket_user_ugroup TUG
ON TG.ID = TUG.GROUP_ID" . $condition2 . "
INNER JOIN b_ticket_user_ugroup TUG2
ON TUG.USER_ID = '" . intval($userID) . "'
AND TUG.GROUP_ID = TUG2.GROUP_ID" . $condition . "
GROUP BY
TUG2.USER_ID
) TU
INNER JOIN b_user U
ON TU.USER_ID = U.ID
ORDER BY
U.ID
";
$res = $DB->Query($strSql, false, $err_mess.__LINE__);
return $res;
}
public static function GetUsersPropertiesArray($arUserIDs = array(), $arGuestIDs = array())
{
$arGuestUserIDs = array();
$arResUsers = array();
$arResGuests = array();
$siteNameFormat = CSite::GetNameFormat();
$isActive = CModule::IncludeModule("statistic");
$arUserIDs = array_map('intval', $arUserIDs);
if(count($arGuestIDs) > 0)
{
$arGuestIDsU = array_unique($arGuestIDs);
$arGuestIDsU = array_map('intval', $arGuestIDsU);
$arGuestIDs = array();
if($isActive)
{
$strGuests = implode("|", $arGuestIDsU);
$rs = CGuest::GetList("ID", "asc", array( "ID" => $strGuests));
while($ar = $rs->Fetch())
{
$arGuestUserIDs[] = intval($ar["LAST_USER_ID"]);
$arGuestIDs[intval($ar["ID"])] = intval($ar["LAST_USER_ID"]);
}
}
else
{
foreach($arGuestIDs as $k => $v)
{
$arGuestIDs[$v] = 0;
}
}
}
if(count($arUserIDs) > 0)
{
$arRespUserIDs = array_unique(array_merge($arUserIDs, $arGuestUserIDs));
$strUsers = implode("|", $arRespUserIDs);
$rs = CUser::GetList('id', 'asc', array( "ID" => $strUsers), array("FIELDS"=>array("NAME", "SECOND_NAME","LAST_NAME","LOGIN","ID","EMAIL")));
while($ar = $rs->Fetch())
{
$arResUsers[intval($ar["ID"])] = $ar;
}
}
foreach($arUserIDs as $k => $v)
{
if(!isset($arResUsers[$v]))
{
$arResUsers[$v] = array("NAME" => GetMessage("SUP_UNKNOWN_USER"), "SECOND_NAME" => "","LAST_NAME" => "","LOGIN" => GetMessage("SUP_UNKNOWN_USER"),"ID" => $v, "EMAIL" => "");
}
$name = CUser::FormatName($siteNameFormat, $arResUsers[$v], true, true);
$arResUsers[$v]["HTML_NAME"] = "[" . $v."] (" . htmlspecialcharsbx($arResUsers[$v]['LOGIN']) . ") " . $name;
//" (".$str_OWNER_LOGIN.") ".$str_OWNER_NAME;
$arResUsers[$v]["HTML_NAME_S"] = "[" . $v . "] " . $name;
}
foreach($arGuestIDs as $k => $v)
{
if(isset($arResUsers[$v]))
{
$arResGuests[$k] = $arResUsers[$v];
$arResGuests[$k]["UNKNOWN"] = false;
}
else
{
$arResGuests[$k] = array("NAME" => GetMessage("SUP_UNKNOWN_GUEST"), "SECOND_NAME" => "","LAST_NAME" => "","LOGIN" => GetMessage("SUP_UNKNOWN_GUEST"),"ID" => $v,"UNKNOWN" => true, "EMAIL" => "");
}
$name = CUser::FormatName($siteNameFormat, $arResGuests[$k], true, true);
$arResGuests[$k]["HTML_NAME"] = "[" . $v."] " . $name .
" [" . $k . "]";
$arResUsers[$v]["HTML_NAME_S"] = "[" . $v . "] " . $name . " [" . $k . "]";
}
return array("arUsers" => $arResUsers, "arGuests" => $arResGuests);
}
}