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<?php
include_once('config.php');
require_once('include/logging.php');
require_once('include/database/PearDatabase.php');
require_once('data/SugarBean.php');
require_once('data/CRMEntity.php');
require_once('include/utils.php');
class HelpDesk extends CRMEntity {
var $log;
var $db;
// Stored fields
var $id;
var $mode;
var $tab_name = Array('crmentity','troubletickets','seticketsrel','ticketcf','ticketcomments');
var $tab_name_index = Array('crmentity'=>'crmid','troubletickets'=>'ticketid','seticketsrel'=>'ticketid','ticketcf'=>'ticketid','ticketcomments'=>'ticketid');
var $column_fields = Array();
var $sortby_fields = Array('title','status','priority','crmid','firstname');
var $list_fields = Array(
'Ticket ID'=>Array('crmentity'=>'crmid'),
'Subject'=>Array('troubletickets'=>'title'),
'Related to'=>Array('troubletickets'=>'parent_id'),
'Status'=>Array('troubletickets'=>'status'),
'Priority'=>Array('troubletickets'=>'priority'),
'Assigned To'=>Array('crmentity','smownerid')
);
var $list_fields_name = Array(
'Ticket ID'=>'',
'Subject'=>'ticket_title',
'Related to'=>'parent_id',
'Status'=>'ticketstatus',
'Priority'=>'ticketpriorities',
'Assigned To'=>'assigned_user_id');
var $list_link_field= 'ticket_title';
var $range_fields = Array(
'ticketid',
'title',
'firstname',
'lastname',
'parent_id',
'productid',
'productname',
'priority',
'severity',
'status',
'category',
'description',
'solution',
'modifiedtime',
'createdtime'
);
function HelpDesk() {
$this->log =LoggerManager::getLogger('helpdesk');
$this->db = new PearDatabase();
$this->column_fields = getColumnFields('HelpDesk');
}
function get_summary_text()
{
return $this->name;
}
function get_opportunities($id)
{
//include('modules/HelpDesk/RenderRelatedListUI.php');
//$query ='select * from troubletickets inner join crmentity on crmentity.crmid = troubletickets.ticketid where crmentity.crmid = '.$id;
$query = 'select potential.*, seticketsrel.* from troubletickets inner join crmentity on crmentity.crmid = troubletickets.ticketid inner join seticketsrel on seticketsrel.ticketid = troubletickets.ticketid inner join potential on potential.potentialid = seticketsrel.crmid where crmentity.crmid = '.$id;
renderRelatedPotentials($query,$id);
}
function get_activities($id)
{
$query = "SELECT activity.*, crmentity.crmid, contactdetails.contactid, contactdetails.lastname, contactdetails.firstname, recurringevents.recurringtype, crmentity.smownerid, crmentity.modifiedtime, users.user_name from activity inner join seactivityrel on seactivityrel.activityid=activity.activityid inner join crmentity on crmentity.crmid=activity.activityid left outer join recurringevents on recurringevents.activityid=activity.activityid left join cntactivityrel on cntactivityrel.activityid= activity.activityid left join contactdetails on contactdetails.contactid= cntactivityrel.contactid left join users on users.id=crmentity.smownerid where seactivityrel.crmid=".$id." and (activitytype='Task' or activitytype='Call' or activitytype='Meeting')";
renderRelaredActivities($query,$id);
}
function get_attachments($id)
{
//Done for Merge -- Don
$query = "select notes.title,'Notes ' ActivityType, notes.filename, attachments.type FileType,crm2.modifiedtime lastmodified, seattachmentsrel.attachmentsid attachmentsid, notes.notesid crmid from notes inner join senotesrel on senotesrel.notesid= notes.notesid inner join crmentity on crmentity.crmid= senotesrel.crmid inner join crmentity crm2 on crm2.crmid=notes.notesid left join seattachmentsrel on seattachmentsrel.crmid =notes.notesid left join attachments on seattachmentsrel.attachmentsid = attachments.attachmentsid where crmentity.crmid=".$id;
$query .= ' union all ';
$query .= "select attachments.description title ,'Attachments' ActivityType, attachments.name filename, attachments.type FileType,crm2.modifiedtime lastmodified, attachments.attachmentsid attachmentsid, seattachmentsrel.attachmentsid crmid from attachments inner join seattachmentsrel on seattachmentsrel.attachmentsid= attachments.attachmentsid inner join crmentity on crmentity.crmid= seattachmentsrel.crmid inner join crmentity crm2 on crm2.crmid=attachments.attachmentsid where crmentity.crmid=".$id;
renderRelatedAttachments($query,$id);
}
function get_ticket_comments_list($ticketid)
{
$sql = "select * from ticketcomments where ticketid=".$ticketid;
$result = $this->db->query($sql);
$noofrows = $this->db->num_rows($result);
for($i=0;$i<$noofrows;$i++)
{
$ownerid = $this->db->query_result($result,$i,"ownerid");
$ownertype = $this->db->query_result($result,$i,"ownertype");
if($ownertype == 'user')
$name = getUserName($ownerid);
elseif($ownertype == 'customer')
{
$sql1 = 'select * from PortalInfo where id='.$ownerid;
$name = $this->db->query_result($this->db->query($sql1),0,'user_name');
}
$output['comments'][$i] = nl2br($this->db->query_result($result,$i,"comments"));
$output['owner'][$i] = $name;
$output['createdtime'][$i] = $this->db->query_result($result,$i,"createdtime");
}
return $output;
}
function get_user_tickets_list($user_name,$id)
{
$query = "select crmentity.crmid, troubletickets.*, crmentity.smownerid, crmentity.createdtime, crmentity.modifiedtime, contactdetails.firstname, contactdetails.lastname, products.productid, products.productname, ticketcf.* from troubletickets inner join ticketcf on ticketcf.ticketid = troubletickets.ticketid inner join crmentity on crmentity.crmid=troubletickets.ticketid left join contactdetails on troubletickets.parent_id=contactdetails.contactid left join products on products.productid = troubletickets.product_id left join users on crmentity.smownerid=users.id where crmentity.deleted=0 and contactdetails.email='".$user_name."' and troubletickets.parent_id = '".$id."'";
return $this->process_list_query($query);
}
function process_list_query($query)
{
$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;
return $response;
}
function getColumnNames_Hd()
{
$table1flds = $this->db->getColumnNames("troubletickets");
$sql1 = "select fieldlabel from field where generatedtype=2 and tabid=13";
$result = $this->db->query($sql1);
$numRows = $this->db->num_rows($result);
for($i=0; $i < $numRows;$i++)
{
$custom_fields[$i] = $this->db->query_result($result,$i,"fieldlabel");
}
$mergeflds = array_merge($table1flds,$custom_fields);
return $mergeflds;
}
}
?>