2017-03-15 19:43:10 +00:00
< ? php
/**
* class that handles most ticket related functions .
* the ticket class is used for most ticketing related functions , it also holds some wrapper functions .
* @ author Daan Janssens , mentored by Matthew Lagoe
*/
class Ticket {
private $tId ; /**< The id of ticket */
private $timestamp ; /**< Timestamp of the ticket */
private $title ; /**< Title of the ticket */
private $status ; /**< Status of the ticket (0 = waiting on user reply, 1 = waiting on support, (2= not used atm), 3 = closed */
private $queue ; /**< (not in use atm) */
private $ticket_category ; /**< the id of the category belonging to the ticket */
private $author ; /**< The ticket_users id */
private $priority ; /**< The priority of the ticket where 0 = low, 3= supadupahigh */
////////////////////////////////////////////Functions////////////////////////////////////////////////////
/**
* check if a ticket exists .
* @ param $id the id of the ticket to be checked .
* @ return true if the ticket exists , else false .
*/
public static function ticketExists ( $id ) {
$dbl = new DBLayer ( " lib " );
//check if ticket exists
if ( $dbl -> select ( " `ticket` " , array ( 'ticket_id' => $id ), " `TId` = :ticket_id " ) -> rowCount () ){
return true ;
} else {
return false ;
}
}
/**
* return an array of the possible statuses
* @ return an array containing the string values that represent the different statuses .
*/
public static function getStatusArray () {
return Array ( " Waiting on user reply " , " Waiting on support " , " Waiting on Dev reply " , " Closed " );
}
/**
* return an array of the possible priorities
* @ return an array containing the string values that represent the different priorities .
*/
public static function getPriorityArray () {
return Array ( " Low " , " Normal " , " High " , " Super Dupa High " );
}
/**
* return an entire ticket .
* returns the ticket object and an array of all replies to that ticket .
* @ param $id the id of the ticket .
* @ param $view_as_admin true if the viewer of the ticket is a mod , else false ( depending on this it will also show the hidden comments )
* @ return an array containing the 'ticket_obj' and a 'reply_array' , which is an array containing all replies to that ticket .
*/
public static function getEntireTicket ( $id , $view_as_admin ) {
$ticket = new Ticket ();
$ticket -> load_With_TId ( $id );
$reply_array = Ticket_Reply :: getRepliesOfTicket ( $id , $view_as_admin );
return Array ( 'ticket_obj' => $ticket , 'reply_array' => $reply_array );
}
/**
* return all tickets of a specific user .
* an array of all tickets created by a specific user are returned by this function .
* @ param $author the id of the user of whom we want all tickets from .
* @ return an array containing all ticket objects related to a user .
*/
public static function getTicketsOf ( $author ) {
$dbl = new DBLayer ( " lib " );
$statement = $dbl -> execute ( " SELECT * FROM ticket INNER JOIN ticket_user ON ticket.Author = ticket_user.TUserId and ticket_user.ExternId=:id " , array ( 'id' => $author ));
$row = $statement -> fetchAll ();
$result = Array ();
foreach ( $row as $ticket ){
$instance = new self ();
$instance -> setTId ( $ticket [ 'TId' ]);
$instance -> setTimestamp ( $ticket [ 'Timestamp' ]);
$instance -> setTitle ( $ticket [ 'Title' ]);
$instance -> setStatus ( $ticket [ 'Status' ]);
$instance -> setQueue ( $ticket [ 'Queue' ]);
$instance -> setTicket_Category ( $ticket [ 'Ticket_Category' ]);
$instance -> setAuthor ( $ticket [ 'Author' ]);
$result [] = $instance ;
}
return $result ;
}
/**
* function that creates a new ticket .
* A new ticket will be created , in case the extra_info != 0 and the http request came from ingame , then a ticket_info page will be created .
* A log entry will be written , depending on the $real_authors value . In case the for_support_group parameter is set , the ticket will be forwarded immediately .
* Also the mail handler will create a new email that will be sent to the author to notify him that his ticket is freshly created .
* @ param $title the title we want to give to the ticket .
* @ param $content the content we want to give to the starting post of the ticket .
* @ param $category the id of the category that should be related to the ticket .
* @ param $author the person who ' s id will be stored in the database as creator of the ticket .
* @ param $real_author should be the same id , or a moderator / admin who creates a ticket for another user ( this is used for logging purposes ) .
* @ param $for_support_group in case you directly want to forward the ticket after creating it . ( default value = 0 = don ' t forward )
* @ param $extra_info used for creating an ticket_info page related to the ticket , this only happens when the ticket is made ingame .
* @ return the created tickets id .
*/
public static function create_Ticket ( $title , $content , $category , $author , $real_author , $for_support_group = 0 , $extra_info = 0 ) {
//create the new ticket!
$ticket = new Ticket ();
$values = array ( " Title " => $title , " Timestamp " => 0 , " Status " => 1 , " Queue " => 0 , " Ticket_Category " => $category , " Author " => $author , " Priority " => 0 );
$ticket -> set ( $values );
$ticket -> create ();
$ticket_id = $ticket -> getTId ();
//if ingame then add an extra info
if ( Helpers :: check_if_game_client () && $extra_info != 0 ){
$extra_info [ 'Ticket' ] = $ticket_id ;
Ticket_Info :: create_Ticket_Info ( $extra_info );
}
//write a log entry
if ( $author == $real_author ){
Ticket_Log :: createLogEntry ( $ticket_id , $author , 1 );
} else {
Ticket_Log :: createLogEntry ( $ticket_id , $real_author , 2 , $author );
}
Ticket_Reply :: createReply ( $content , $author , $ticket_id , 0 , $author );
//forwards the ticket directly after creation to the supposed support group
if ( $for_support_group ){
Ticket :: forwardTicket ( 0 , $ticket_id , $for_support_group );
}
//send email that new ticket has been created
Mail_Handler :: send_ticketing_mail ( $ticket -> getAuthor (), $ticket , $content , " NEW " , $ticket -> getForwardedGroupId ());
return $ticket_id ;
}
/**
* updates the ticket ' s status .
* A log entry about this will be created only if the newStatus is different from the current status .
* @ param $ticket_id the id of the ticket of which we want to change the status .
* @ param $newStatus the new status value ( integer )
* @ param $author the user ( id ) that performed the update status action
*/
public static function updateTicketStatus ( $ticket_id , $newStatus , $author ) {
$ticket = new Ticket ();
$ticket -> load_With_TId ( $ticket_id );
if ( $ticket -> getStatus () != $newStatus ){
$ticket -> setStatus ( $newStatus );
Ticket_Log :: createLogEntry ( $ticket_id , $author , 5 , $newStatus );
}
$ticket -> update ();
}
/**
* updates the ticket ' s status & priority .
* A log entry about this will be created only if the newStatus is different from the current status and also when the newPriority is different from the current priority .
* @ todo break this function up into a updateStatus ( already exists ) and updatePriority function and perhaps write a wrapper function for the combo .
* @ param $ticket_id the id of the ticket of which we want to change the status & priority
* @ param $newStatus the new status value ( integer )
* @ param $newPriority the new priority value ( integer )
* @ param $author the user ( id ) that performed the update
*/
public static function updateTicketStatusAndPriority ( $ticket_id , $newStatus , $newPriority , $author ) {
$ticket = new Ticket ();
$ticket -> load_With_TId ( $ticket_id );
if ( $ticket -> getStatus () != $newStatus ){
$ticket -> setStatus ( $newStatus );
Ticket_Log :: createLogEntry ( $ticket_id , $author , 5 , $newStatus );
}
if ( $ticket -> getPriority () != $newPriority ){
$ticket -> setPriority ( $newPriority );
Ticket_Log :: createLogEntry ( $ticket_id , $author , 6 , $newPriority );
}
$ticket -> update ();
}
/**
* return the latest reply of a ticket
* @ param $ticket_id the id of the ticket .
* @ return a ticket_reply object .
*/
public static function getLatestReply ( $ticket_id ) {
$dbl = new DBLayer ( " lib " );
$statement = $dbl -> execute ( " SELECT * FROM ticket_reply WHERE Ticket =:id ORDER BY TReplyId DESC LIMIT 1 " , array ( 'id' => $ticket_id ));
$reply = new Ticket_Reply ();
$reply -> set ( $statement -> fetch ());
return $reply ;
}
/**
* return the attachments list
* @ param $ticket_id the id of the ticket .
* @ return a ticket_reply object .
*/
public static function getAttachments ( $ticket_id ) {
$dbl = new DBLayer ( " lib " );
$statement = $dbl -> select ( " `ticket_attachments` " , array ( 'ticket_TId' => $ticket_id ), " `ticket_TId` =:ticket_TId ORDER BY Timestamp DESC " );
$fetchall = $statement -> fetchall ();
$base = 0 ;
foreach ( $fetchall as & $value ) {
$webUser = new WebUsers ( $value [ 'Uploader' ]);
$fetchall [ $base ][ 'Username' ] = $webUser -> getUsername ();
$bytes = $fetchall [ $base ][ 'Filesize' ];
$precision = 2 ;
$units = array ( 'B' , 'KB' , 'MB' , 'GB' , 'TB' );
$bytes = max ( $bytes , 0 );
$pow = floor (( $bytes ? log ( $bytes ) : 0 ) / log ( 1024 ));
$pow = min ( $pow , count ( $units ) - 1 );
$bytes /= pow ( 1024 , $pow );
$fetchall [ $base ][ 'Filesize' ] = round ( $bytes , $precision ) . ' ' . $units [ $pow ];;
$base ++ ;
}
return $fetchall ;
}
/**
* create a new reply for a ticket .
* A reply will only be added if the content isn 't empty and if the ticket isn' t closed .
* The ticket creator will be notified by email that someone else replied on his ticket .
* @ param $content the content of the reply
* @ param $author the author of the reply
* @ param $ticket_id the id of the ticket to which we want to add the reply .
* @ param $hidden boolean that specifies if the reply should only be shown to mods / admins or all users .
*/
public static function createReply ( $content , $author , $ticket_id , $hidden ){
//if not empty
if ( ! ( Trim ( $content ) === '' )){
$content = filter_var ( $content , FILTER_SANITIZE_STRING );
$ticket = new Ticket ();
$ticket -> load_With_TId ( $ticket_id );
//if status is not closed
if ( $ticket -> getStatus () != 3 ){
Ticket_Reply :: createReply ( $content , $author , $ticket_id , $hidden , $ticket -> getAuthor ());
//notify ticket author that a new reply is added!
if ( $ticket -> getAuthor () != $author ){
Mail_Handler :: send_ticketing_mail ( $ticket -> getAuthor (), $ticket , $content , " REPLY " , $ticket -> getForwardedGroupId ());
}
} else {
//TODO: Show error message that ticket is closed
}
} else {
//TODO: Show error content is empty
}
}
/**
* assign a ticket to a user .
* Checks if the ticket exists , if so then it will try to assign the user to it , a log entry will be written about this .
* @ param $user_id the id of user trying to be assigned to the ticket .
* @ param $ticket_id the id of the ticket that we try to assign to the user .
* @ return SUCCESS_ASSIGNED , TICKET_NOT_EXISTING or ALREADY_ASSIGNED
*/
public static function assignTicket ( $user_id , $ticket_id ){
if ( self :: ticketExists ( $ticket_id )){
$returnvalue = Assigned :: assignTicket ( $user_id , $ticket_id );
Ticket_Log :: createLogEntry ( $ticket_id , $user_id , 7 );
return $returnvalue ;
} else {
return " TICKET_NOT_EXISTING " ;
}
}
/**
* unassign a ticket of a user .
* Checks if the ticket exists , if so then it will try to unassign the user of it , a log entry will be written about this .
* @ param $user_id the id of user trying to be assigned to the ticket .
* @ param $ticket_id the id of the ticket that we try to assign to the user .
* @ return SUCCESS_UNASSIGNED , TICKET_NOT_EXISTING or NOT_ASSIGNED
*/
public static function unAssignTicket ( $user_id , $ticket_id ){
if ( self :: ticketExists ( $ticket_id )){
$returnvalue = Assigned :: unAssignTicket ( $user_id , $ticket_id );
Ticket_Log :: createLogEntry ( $ticket_id , $user_id , 9 );
return $returnvalue ;
} else {
return " TICKET_NOT_EXISTING " ;
}
}
/**
* forward a ticket to a specific support group .
* Checks if the ticket exists , if so then it will try to forward the ticket to the support group specified , a log entry will be written about this .
* if no log entry should be written then the user_id should be 0 , else te $user_id will be used in the log to specify who forwarded it .
* @ param $user_id the id of user trying to forward the ticket .
* @ param $ticket_id the id of the ticket that we try to forward to a support group .
* @ param $group_id the id of the support group .
* @ return SUCCESS_FORWARDED , TICKET_NOT_EXISTING or INVALID_SGROUP
*/
public static function forwardTicket ( $user_id , $ticket_id , $group_id ){
if ( self :: ticketExists ( $ticket_id )){
if ( isset ( $group_id ) && $group_id != " " ){
//forward the ticket
$returnvalue = Forwarded :: forwardTicket ( $group_id , $ticket_id );
if ( $user_id != 0 ){
//unassign the ticket incase the ticket is assined to yourself
self :: unAssignTicket ( $user_id , $ticket_id );
//make a log entry of this action
Ticket_Log :: createLogEntry ( $ticket_id , $user_id , 8 , $group_id );
}
return $returnvalue ;
} else {
return " INVALID_SGROUP " ;
}
} else {
return " TICKET_NOT_EXISTING " ;
}
}
////////////////////////////////////////////Methods////////////////////////////////////////////////////
/**
* A constructor .
* Empty constructor
*/
public function __construct () {
}
/**
* sets the object ' s attributes .
* @ param $values should be an array of the form array ( 'TId' => ticket_id , 'Title' => title , 'Status' => status , 'Timestamp' => ts , 'Queue' => queue ,
* 'Ticket_Category' => tc , 'Author' => author , 'Priority' => priority ) .
*/
public function set ( $values ){
if ( isset ( $values [ 'TId' ])){
$this -> tId = $values [ 'TId' ];
}
$this -> title = $values [ 'Title' ];
$this -> status = $values [ 'Status' ];
$this -> timestamp = $values [ 'Timestamp' ];
$this -> queue = $values [ 'Queue' ];
$this -> ticket_category = $values [ 'Ticket_Category' ];
$this -> author = $values [ 'Author' ];
$this -> priority = $values [ 'Priority' ];
}
/**
* creates a new 'ticket' entry .
* this method will use the object 's attributes for creating a new ' ticket ' entry in the database .
*/
public function create (){
$dbl = new DBLayer ( " lib " );
$this -> tId = $dbl -> executeReturnId ( " ticket " , Array ( 'Title' => $this -> title , 'Status' => $this -> status , 'Queue' => $this -> queue , 'Ticket_Category' => $this -> ticket_category , 'Author' => $this -> author , 'Priority' => $this -> priority ), array ( 'Timestamp' => 'now()' ));
}
/**
* loads the object ' s attributes .
* loads the object ' s attributes by giving a TId ( ticket id ) .
* @ param $id the id of the ticket that should be loaded
*/
public function load_With_TId ( $id ) {
$dbl = new DBLayer ( " lib " );
$statement = $dbl -> select ( " ticket " , array ( 'id' => $id ), " TId=:id " );
$row = $statement -> fetch ();
$this -> tId = $row [ 'TId' ];
$this -> timestamp = $row [ 'Timestamp' ];
$this -> title = $row [ 'Title' ];
$this -> status = $row [ 'Status' ];
$this -> queue = $row [ 'Queue' ];
$this -> ticket_category = $row [ 'Ticket_Category' ];
$this -> author = $row [ 'Author' ];
$this -> priority = $row [ 'Priority' ];
}
/**
* update the objects attributes to the db .
*/
public function update (){
$dbl = new DBLayer ( " lib " );
$dbl -> update ( " ticket " , Array ( 'Timestamp' => $this -> timestamp , 'Title' => $this -> title , 'Status' => $this -> status , 'Queue' => $this -> queue , 'Ticket_Category' => $this -> ticket_category , 'Author' => $this -> author , 'Priority' => $this -> priority ), " TId= $this->tId " );
}
/**
* check if a ticket has a ticket_info page or not .
* @ return true or false
*/
public function hasInfo (){
return Ticket_Info :: TicketHasInfo ( $this -> getTId ());
}
////////////////////////////////////////////Getters////////////////////////////////////////////////////
/**
* get tId attribute of the object .
*/
public function getTId (){
return $this -> tId ;
}
/**
* get timestamp attribute of the object in the format defined in the outputTime function of the Helperclass .
*/
public function getTimestamp (){
return Helpers :: outputTime ( $this -> timestamp );
}
/**
* get title attribute of the object .
*/
public function getTitle (){
return $this -> title ;
}
/**
* get status attribute of the object .
*/
public function getStatus (){
return $this -> status ;
}
/**
* get status attribute of the object in the form of text ( string ) .
*/
public function getStatusText (){
$statusArray = Ticket :: getStatusArray ();
return $statusArray [ $this -> getStatus ()];
}
/**
* get category attribute of the object in the form of text ( string ) .
*/
public function getCategoryName (){
$category = Ticket_Category :: constr_TCategoryId ( $this -> getTicket_Category ());
return $category -> getName ();
}
/**
* get queue attribute of the object .
*/
public function getQueue (){
return $this -> queue ;
}
/**
* get ticket_category attribute of the object ( int ) .
*/
public function getTicket_Category (){
return $this -> ticket_category ;
}
/**
* get author attribute of the object ( int ) .
*/
public function getAuthor (){
return $this -> author ;
}
/**
* get priority attribute of the object ( int ) .
*/
public function getPriority (){
return $this -> priority ;
}
/**
* get priority attribute of the object in the form of text ( string ) .
*/
public function getPriorityText (){
$priorityArray = Ticket :: getPriorityArray ();
return $priorityArray [ $this -> getPriority ()];
}
/**
* get the user assigned to the ticket .
* or return 0 in case not assigned .
*/
public function getAssigned (){
$user_id = Assigned :: getUserAssignedToTicket ( $this -> getTId ());
if ( $user_id == " " ){
return 0 ;
} else {
return $user_id ;
}
}
/**
* get the name of the support group to whom the ticket is forwarded
* or return 0 in case not forwarded .
*/
public function getForwardedGroupName (){
$group_id = Forwarded :: getSGroupOfTicket ( $this -> getTId ());
if ( $group_id == " " ){
return 0 ;
} else {
return Support_Group :: getGroup ( $group_id ) -> getName ();
}
}
/**
* get the id of the support group to whom the ticket is forwarded
* or return 0 in case not forwarded .
*/
public function getForwardedGroupId (){
$group_id = Forwarded :: getSGroupOfTicket ( $this -> getTId ());
if ( $group_id == " " ){
return 0 ;
} else {
return $group_id ;
}
}
////////////////////////////////////////////Setters////////////////////////////////////////////////////
/**
* set tId attribute of the object .
* @ param $id integer id of the ticket
*/
public function setTId ( $id ){
$this -> tId = $id ;
}
/**
* set timestamp attribute of the object .
* @ param $ts timestamp of the ticket
*/
public function setTimestamp ( $ts ){
$this -> timestamp = $ts ;
}
/**
* set title attribute of the object .
* @ param $t title of the ticket
*/
public function setTitle ( $t ){
$this -> title = $t ;
}
/**
* set status attribute of the object .
* @ param $s status of the ticket ( int )
*/
public function setStatus ( $s ){
$this -> status = $s ;
}
/**
* set queue attribute of the object .
* @ param $q queue of the ticket
*/
public function setQueue ( $q ){
$this -> queue = $q ;
}
/**
* set ticket_category attribute of the object .
* @ param $tc ticket_category id of the ticket ( int )
*/
public function setTicket_Category ( $tc ){
$this -> ticket_category = $tc ;
}
/**
* set author attribute of the object .
* @ param $a author of the ticket
*/
public function setAuthor ( $a ){
$this -> author = $a ;
}
/**
* set priority attribute of the object .
* @ param $p priority of the ticket
*/
public function setPriority ( $p ){
$this -> priority = $p ;
}
/**
* function that creates a ticket Attachment .
*/
public static function add_Attachment ( $TId , $filename , $author , $tempFile ){
global $FILE_STORAGE_PATH ;
$length = mt_rand ( 20 , 25 );
$characters = '0123456789abcdefghijklmnopqrstuvwxyzABCDEFGHIJKLMNOPQRSTUVWXYZ$-_.+!*\'(),' ;
$randomString = '' ;
for ( $i = 0 ; $i < $length ; $i ++ ) {
$randomString .= $characters [ rand ( 0 , strlen ( $characters ) - 1 )];
}
$targetFile = $FILE_STORAGE_PATH . $randomString . " / " . $filename ;
if ( file_exists ( $targetFile )) { return self :: add_Attachment ( $TId , $filename , $author , $tempFile ); }
$ticket = new Ticket ();
$ticket -> load_With_TId ( $TId );
//create the attachment!
try {
$dbl = new DBLayer ( " lib " );
$dbl -> insert ( " `ticket_attachments` " , Array ( 'ticket_TId' => $TId , 'Filename' => $filename , 'Filesize' => filesize ( $tempFile ), 'Uploader' => $author , 'Path' => $randomString . " / " . $filename ));
}
catch ( Exception $e ) {
return $false ;
}
mkdir ( $FILE_STORAGE_PATH . $randomString );
$return = move_uploaded_file ( $tempFile , $targetFile );
if ( $return == false ) {
$dbl -> delete ( " `ticket_attachments` " , array ( 'Path' => $randomString . " / " . $filename ), " `Path` = :Path " );
}
//write a log entry
Ticket_Log :: createLogEntry ( $TId , $author , 10 );
return $return ;
}
}
