| Current File : /home/escuelai/public_html/it/src/Ticket.php |
<?php
/**
* ---------------------------------------------------------------------
*
* GLPI - Gestionnaire Libre de Parc Informatique
*
* http://glpi-project.org
*
* @copyright 2015-2022 Teclib' and contributors.
* @copyright 2003-2014 by the INDEPNET Development Team.
* @licence https://www.gnu.org/licenses/gpl-3.0.html
*
* ---------------------------------------------------------------------
*
* LICENSE
*
* This file is part of GLPI.
*
* This program is free software: you can redistribute it and/or modify
* it under the terms of the GNU General Public License as published by
* the Free Software Foundation, either version 3 of the License, or
* (at your option) any later version.
*
* This program is distributed in the hope that it will be useful,
* but WITHOUT ANY WARRANTY; without even the implied warranty of
* MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
* GNU General Public License for more details.
*
* You should have received a copy of the GNU General Public License
* along with this program. If not, see <https://www.gnu.org/licenses/>.
*
* ---------------------------------------------------------------------
*/
use Glpi\Application\View\TemplateRenderer;
use Glpi\ContentTemplates\Parameters\TicketParameters;
use Glpi\ContentTemplates\ParametersPreset;
use Glpi\ContentTemplates\TemplateManager;
use Glpi\Event;
use Glpi\RichText\RichText;
use Glpi\Toolbox\Sanitizer;
/**
* Ticket Class
**/
class Ticket extends CommonITILObject
{
// From CommonDBTM
public $dohistory = true;
protected static $forward_entity_to = ['TicketValidation', 'TicketCost'];
// From CommonITIL
public $userlinkclass = 'Ticket_User';
public $grouplinkclass = 'Group_Ticket';
public $supplierlinkclass = 'Supplier_Ticket';
public static $rightname = 'ticket';
protected $userentity_oncreate = true;
const MATRIX_FIELD = 'priority_matrix';
const URGENCY_MASK_FIELD = 'urgency_mask';
const IMPACT_MASK_FIELD = 'impact_mask';
const STATUS_MATRIX_FIELD = 'ticket_status';
// HELPDESK LINK HARDWARE DEFINITION : CHECKSUM SYSTEM : BOTH=1*2^0+1*2^1=3
const HELPDESK_MY_HARDWARE = 0;
const HELPDESK_ALL_HARDWARE = 1;
// Specific ones
/// Hardware datas used by getFromDBwithData
public $hardwaredatas = [];
/// Is a hardware found in getHardwareData / getFromDBwithData : hardware link to the job
public $computerfound = 0;
// Request type
const INCIDENT_TYPE = 1;
// Demand type
const DEMAND_TYPE = 2;
const READMY = 1;
const READALL = 1024;
const READGROUP = 2048;
const READASSIGN = 4096;
const ASSIGN = 8192;
const STEAL = 16384;
const OWN = 32768;
const CHANGEPRIORITY = 65536;
const SURVEY = 131072;
public function getForbiddenStandardMassiveAction()
{
$forbidden = parent::getForbiddenStandardMassiveAction();
if (!Session::haveRightsOr(self::$rightname, [DELETE, PURGE])) {
$forbidden[] = 'delete';
$forbidden[] = 'purge';
$forbidden[] = 'restore';
}
return $forbidden;
}
public static function getTypeName($nb = 0)
{
return _n('Ticket', 'Tickets', $nb);
}
public static function getMenuShorcut()
{
return 't';
}
public static function getAdditionalMenuContent()
{
if (static::canCreate()) {
$menu = [
'create_ticket' => [
'title' => __('Create ticket'),
'page' => static::getFormURL(false),
'icon' => 'ti ti-plus',
],
];
return $menu;
} else {
return self::getAdditionalMenuOptions();
}
}
public static function getAdditionalMenuLinks()
{
global $CFG_GLPI;
$links = parent::getAdditionalMenuLinks();
if (Session::haveRightsOr('ticketvalidation', TicketValidation::getValidateRights())) {
$opt = [];
$opt['reset'] = 'reset';
$opt['criteria'][0]['field'] = 55; // validation status
$opt['criteria'][0]['searchtype'] = 'equals';
$opt['criteria'][0]['value'] = CommonITILValidation::WAITING;
$opt['criteria'][0]['link'] = 'AND';
$opt['criteria'][1]['field'] = 59; // validation aprobator
$opt['criteria'][1]['searchtype'] = 'equals';
$opt['criteria'][1]['value'] = Session::getLoginUserID();
$opt['criteria'][1]['link'] = 'AND';
$opt['criteria'][2]['field'] = 52; // global validation status
$opt['criteria'][2]['searchtype'] = 'equals';
$opt['criteria'][2]['value'] = CommonITILValidation::WAITING;
$opt['criteria'][2]['link'] = 'AND';
$opt['criteria'][3]['field'] = 12; // ticket status
$opt['criteria'][3]['searchtype'] = 'equals';
$opt['criteria'][3]['value'] = Ticket::CLOSED;
$opt['criteria'][3]['link'] = 'AND NOT';
$opt['criteria'][4]['field'] = 12; // ticket status
$opt['criteria'][4]['searchtype'] = 'equals';
$opt['criteria'][4]['value'] = Ticket::SOLVED;
$opt['criteria'][4]['link'] = 'AND NOT';
$pic_validate = '
<i class="ti ti-eye-check" title="' . __s('Tickets waiting for your approval') . '"></i>
<span class="d-none d-xxl-block">
' . __s('Tickets waiting for your approval') . '
</span>
';
$links[$pic_validate] = Ticket::getSearchURL(false) . '?' . Toolbox::append_params($opt);
}
return $links;
}
public function canAssign()
{
if (
isset($this->fields['is_deleted']) && ($this->fields['is_deleted'] == 1)
|| isset($this->fields['status']) && in_array($this->fields['status'], $this->getClosedStatusArray())
) {
return false;
}
return Session::haveRight(static::$rightname, self::ASSIGN);
}
public function canAssignToMe()
{
if (
isset($this->fields['is_deleted']) && $this->fields['is_deleted'] == 1
|| isset($this->fields['status']) && in_array($this->fields['status'], $this->getClosedStatusArray())
) {
return false;
}
return (Session::haveRight(self::$rightname, self::STEAL)
|| (Session::haveRight(self::$rightname, self::OWN)
&& ($this->countUsers(CommonITILActor::ASSIGN) == 0)));
}
public static function canUpdate()
{
// To allow update of urgency and category for post-only
if (Session::getCurrentInterface() == "helpdesk") {
return Session::haveRight(self::$rightname, CREATE);
}
return Session::haveRightsOr(
self::$rightname,
[UPDATE,
self::ASSIGN,
self::STEAL,
self::OWN,
self::CHANGEPRIORITY
]
);
}
public static function canView()
{
return (Session::haveRightsOr(
self::$rightname,
[self::READALL, self::READMY, UPDATE, self::READASSIGN,
self::READGROUP,
self::OWN
]
)
|| Session::haveRightsOr('ticketvalidation', TicketValidation::getValidateRights()));
}
/**
* Is the current user have right to show the current ticket ?
*
* @return boolean
**/
public function canViewItem()
{
if (!Session::haveAccessToEntity($this->getEntityID())) {
return false;
}
return (Session::haveRight(self::$rightname, self::READALL)
|| (Session::haveRight(self::$rightname, self::READMY)
&& (($this->fields["users_id_recipient"] === Session::getLoginUserID())
|| $this->isUser(CommonITILActor::REQUESTER, Session::getLoginUserID())
|| $this->isUser(CommonITILActor::OBSERVER, Session::getLoginUserID())))
|| (Session::haveRight(self::$rightname, self::READGROUP)
&& isset($_SESSION["glpigroups"])
&& ($this->haveAGroup(CommonITILActor::REQUESTER, $_SESSION["glpigroups"])
|| $this->haveAGroup(CommonITILActor::OBSERVER, $_SESSION["glpigroups"])))
|| (Session::haveRight(self::$rightname, self::READASSIGN)
&& ($this->isUser(CommonITILActor::ASSIGN, Session::getLoginUserID())
|| (isset($_SESSION["glpigroups"])
&& $this->haveAGroup(CommonITILActor::ASSIGN, $_SESSION["glpigroups"]))
|| (Session::haveRight(self::$rightname, self::ASSIGN)
&& ($this->fields["status"] == self::INCOMING))))
|| (Session::haveRightsOr('ticketvalidation', TicketValidation::getValidateRights())
&& TicketValidation::canValidate($this->fields["id"])));
}
/**
* Is the current user have right to approve solution of the current ticket ?
*
* @return boolean
**/
public function canApprove()
{
return ((($this->fields["users_id_recipient"] === Session::getLoginUserID())
&& Session::haveRight('ticket', Ticket::SURVEY))
|| $this->isUser(CommonITILActor::REQUESTER, Session::getLoginUserID())
|| (isset($_SESSION["glpigroups"])
&& $this->haveAGroup(CommonITILActor::REQUESTER, $_SESSION["glpigroups"])));
}
public function canMassiveAction($action, $field, $value)
{
switch ($action) {
case 'update':
switch ($field) {
case 'status':
if (!self::isAllowedStatus($this->fields['status'], $value)) {
return false;
}
break;
case 'itilcategories_id':
$cat = new ITILCategory();
if ($cat->getFromDB($value)) {
switch ($this->fields['type']) {
case self::INCIDENT_TYPE:
if (!$cat->fields['is_incident']) {
return false;
}
break;
case self::DEMAND_TYPE:
if (!$cat->fields['is_request']) {
return false;
}
break;
default:
break;
}
}
break;
}
break;
}
return true;
}
/**
* Check if current user can take into account the ticket.
*
* @return boolean
*/
public function canTakeIntoAccount()
{
// Can take into account if user is assigned user
if (
$this->isUser(CommonITILActor::ASSIGN, Session::getLoginUserID())
|| (isset($_SESSION["glpigroups"])
&& $this->haveAGroup(CommonITILActor::ASSIGN, $_SESSION['glpigroups']))
) {
return true;
}
// Cannot take into account if user is a requester (and not assigned)
if (
$this->isUser(CommonITILActor::REQUESTER, Session::getLoginUserID())
|| (isset($_SESSION["glpigroups"])
&& $this->haveAGroup(CommonITILActor::REQUESTER, $_SESSION['glpigroups']))
) {
return false;
}
$canAddTask = Session::haveRight("task", CommonITILTask::ADDALLITEM);
$canAddFollowup = Session::haveRightsOr(
'followup',
[
ITILFollowup::ADDALLTICKET,
ITILFollowup::ADDMYTICKET,
ITILFollowup::ADDGROUPTICKET,
]
);
// Can take into account if user has rights to add tasks or followups,
// assuming that users that does not have those rights cannot treat the ticket.
return $canAddTask || $canAddFollowup;
}
/**
* Check if ticket has already been taken into account.
*
* @return boolean
*/
public function isAlreadyTakenIntoAccount()
{
return array_key_exists('takeintoaccount_delay_stat', $this->fields)
&& $this->fields['takeintoaccount_delay_stat'] != 0;
}
/**
* Get Datas to be added for SLA add
*
* @param $slas_id SLA id
* @param $entities_id entity ID of the ticket
* @param $date begin date of the ticket
* @param $type type of SLA
*
* @since 9.1 (before getDatasToAddSla without type parameter)
*
* @return array of datas to add in ticket
**/
public function getDatasToAddSLA($slas_id, $entities_id, $date, $type)
{
list($dateField, $slaField) = SLA::getFieldNames($type);
$data = [];
$sla = new SLA();
if ($sla->getFromDB($slas_id)) {
$calendars_id = Entity::getUsedConfig(
'calendars_strategy',
$entities_id,
'calendars_id',
0
);
$sla->setTicketCalendar($calendars_id);
if ($sla->fields['type'] == SLM::TTR) {
$data["slalevels_id_ttr"] = SlaLevel::getFirstSlaLevel($slas_id);
}
// Compute time_to_resolve
$data[$dateField] = $sla->computeDate($date);
$data['sla_waiting_duration'] = 0;
} else {
$data["slalevels_id_ttr"] = 0;
$data[$slaField] = 0;
$data['sla_waiting_duration'] = 0;
}
return $data;
}
/**
* Get Datas to be added for OLA add
*
* @param $olas_id OLA id
* @param $entities_id entity ID of the ticket
* @param $date begin date of the ticket
* @param $type type of OLA
*
* @since 9.2 (before getDatasToAddOla without type parameter)
*
* @return array of datas to add in ticket
**/
public function getDatasToAddOLA($olas_id, $entities_id, $date, $type)
{
list($dateField, $olaField) = OLA::getFieldNames($type);
$data = [];
$ola = new OLA();
if ($ola->getFromDB($olas_id)) {
$calendars_id = Entity::getUsedConfig(
'calendars_strategy',
$entities_id,
'calendars_id',
0
);
$ola->setTicketCalendar($calendars_id);
if ($ola->fields['type'] == SLM::TTR) {
$data["olalevels_id_ttr"] = OlaLevel::getFirstOlaLevel($olas_id);
$data['ola_ttr_begin_date'] = $date;
}
// Compute time_to_resolve
$data[$dateField] = $ola->computeDate($date);
$data['ola_waiting_duration'] = 0;
} else {
$data["olalevels_id_ttr"] = 0;
$data[$olaField] = 0;
$data['ola_waiting_duration'] = 0;
}
return $data;
}
/**
* Delete Level Agreement for the ticket
*
* @since 9.2
*
* @param string $laType (SLA | OLA)
* @param integer $id the sla/ola id
* @param integer $subtype (SLM::TTR | SLM::TTO)
* @param bool $delete_date (default false)
*
* @return bool
**/
public function deleteLevelAgreement($laType, $la_id, $subtype, $delete_date = false)
{
switch ($laType) {
case "SLA":
$prefix = "sla";
$prefix_ticket = "";
$level_ticket = new SlaLevel_Ticket();
break;
case "OLA":
$prefix = "ola";
$prefix_ticket = "internal_";
$level_ticket = new OlaLevel_Ticket();
break;
}
$input = [];
switch ($subtype) {
case SLM::TTR:
$input[$prefix . 's_id_ttr'] = 0;
if ($delete_date) {
$input[$prefix_ticket . 'time_to_resolve'] = '';
}
break;
case SLM::TTO:
$input[$prefix . 's_id_tto'] = 0;
if ($delete_date) {
$input[$prefix_ticket . 'time_to_own'] = '';
}
break;
}
$input[$prefix . '_waiting_duration'] = 0;
$input['id'] = $la_id;
$level_ticket->deleteForTicket($la_id, $subtype);
return $this->update($input);
}
/**
* Is the current user have right to create the current ticket ?
*
* @return boolean
**/
public function canCreateItem()
{
if (!Session::haveAccessToEntity($this->getEntityID())) {
return false;
}
return self::canCreate();
}
/**
* Is the current user have right to update the current ticket ?
*
* @return boolean
**/
public function canUpdateItem()
{
if (!$this->checkEntity()) {
return false;
}
// for all, if no modification in ticket return true
if ($can_requester = $this->canRequesterUpdateItem()) {
return true;
}
// for self-service only, if modification in ticket, we can't update the ticket
if (
Session::getCurrentInterface() == "helpdesk"
&& !$can_requester
) {
return false;
}
// if we don't have global UPDATE right, maybe we can own the current ticket
if (
!Session::haveRight(self::$rightname, UPDATE)
&& !$this->ownItem()
) {
//we always return false, as ownItem() = true is managed by below self::canUpdate
return false;
}
return self::canupdate();
}
/**
* Is the current user is a requester of the current ticket and have the right to update it ?
*
* @return boolean
*/
public function canRequesterUpdateItem()
{
return ($this->isUser(CommonITILActor::REQUESTER, Session::getLoginUserID())
|| $this->fields["users_id_recipient"] === Session::getLoginUserID())
&& $this->fields['status'] != self::SOLVED
&& $this->fields['status'] != self::CLOSED
&& $this->numberOfFollowups() == 0
&& $this->numberOfTasks() == 0;
}
/**
* Is the current user have OWN right and is the assigned to the ticket
*
* @return boolean
*/
public function ownItem()
{
return Session::haveRight(self::$rightname, self::OWN)
&& $this->isUser(CommonITILActor::ASSIGN, Session::getLoginUserID());
}
/**
* @since 0.85
**/
public static function canDelete()
{
// to allow delete for self-service only if no action on the ticket
if (Session::getCurrentInterface() == "helpdesk") {
return Session::haveRight(self::$rightname, CREATE);
}
return Session::haveRight(self::$rightname, DELETE);
}
/**
* is the current user could reopen the current ticket
* @since 9.2
* @return boolean
*/
public function canReopen()
{
return Session::haveRight('followup', CREATE)
&& in_array($this->fields["status"], $this->getClosedStatusArray())
&& ($this->isAllowedStatus($this->fields['status'], self::INCOMING)
|| $this->isAllowedStatus($this->fields['status'], self::ASSIGNED));
}
/**
* Is the current user have right to delete the current ticket ?
*
* @return boolean
**/
public function canDeleteItem()
{
if (!Session::haveAccessToEntity($this->getEntityID())) {
return false;
}
// user can delete his ticket if no action on it
if (
Session::getCurrentInterface() == "helpdesk"
&& (!($this->isUser(CommonITILActor::REQUESTER, Session::getLoginUserID())
|| $this->fields["users_id_recipient"] === Session::getLoginUserID())
|| $this->numberOfFollowups() > 0
|| $this->numberOfTasks() > 0
|| $this->fields["date"] != $this->fields["date_mod"])
) {
return false;
}
return static::canDelete();
}
/**
* @see CommonITILObject::getDefaultActor()
**/
public function getDefaultActor($type)
{
if ($type == CommonITILActor::ASSIGN) {
if (
Session::haveRight(self::$rightname, self::OWN)
&& $_SESSION['glpiset_default_tech']
) {
return Session::getLoginUserID();
}
}
if ($type == CommonITILActor::REQUESTER) {
if (
Session::haveRight(self::$rightname, CREATE)
&& $_SESSION['glpiset_default_requester']
) {
return Session::getLoginUserID();
}
}
return 0;
}
/**
* @see CommonITILObject::getDefaultActorRightSearch()
**/
public function getDefaultActorRightSearch($type)
{
$right = "all";
if ($type == CommonITILActor::ASSIGN) {
$right = "own_ticket";
if (!Session::haveRight(self::$rightname, self::ASSIGN)) {
$right = 'id';
}
}
return $right;
}
public function pre_deleteItem()
{
global $CFG_GLPI;
if (!isset($this->input['_disablenotif']) && $CFG_GLPI['use_notifications']) {
NotificationEvent::raiseEvent('delete', $this);
}
return true;
}
public function getTabNameForItem(CommonGLPI $item, $withtemplate = 0)
{
if (static::canView()) {
$nb = 0;
$title = self::getTypeName(Session::getPluralNumber());
if ($_SESSION['glpishow_count_on_tabs']) {
switch ($item->getType()) {
case 'User':
$nb = countElementsInTable(
['glpi_tickets', 'glpi_tickets_users'],
[
'glpi_tickets_users.tickets_id' => new \QueryExpression(DBmysql::quoteName('glpi_tickets.id')),
'glpi_tickets_users.users_id' => $item->getID(),
'glpi_tickets_users.type' => CommonITILActor::REQUESTER
] + getEntitiesRestrictCriteria(self::getTable())
);
$title = __('Created tickets');
break;
case 'Supplier':
$nb = countElementsInTable(
['glpi_tickets', 'glpi_suppliers_tickets'],
[
'glpi_suppliers_tickets.tickets_id' => new \QueryExpression(DBmysql::quoteName('glpi_tickets.id')),
'glpi_suppliers_tickets.suppliers_id' => $item->getID()
] + getEntitiesRestrictCriteria(self::getTable())
);
break;
case 'SLA':
$nb = countElementsInTable(
'glpi_tickets',
[
'OR' => [
'slas_id_tto' => $item->getID(),
'slas_id_ttr' => $item->getID()
]
]
);
break;
case 'OLA':
$nb = countElementsInTable(
'glpi_tickets',
[
'OR' => [
'olas_id_tto' => $item->getID(),
'olas_id_ttr' => $item->getID()
]
]
);
break;
case 'Group':
$nb = countElementsInTable(
['glpi_tickets', 'glpi_groups_tickets'],
[
'glpi_groups_tickets.tickets_id' => new \QueryExpression(DBmysql::quoteName('glpi_tickets.id')),
'glpi_groups_tickets.groups_id' => $item->getID(),
'glpi_groups_tickets.type' => CommonITILActor::REQUESTER
] + getEntitiesRestrictCriteria(self::getTable())
);
$title = __('Created tickets');
break;
default:
// Direct one
$nb = countElementsInTable(
'glpi_items_tickets',
[
'INNER JOIN' => [
'glpi_tickets' => [
'FKEY' => [
'glpi_items_tickets' => 'tickets_id',
'glpi_tickets' => 'id'
]
]
],
'WHERE' => [
'itemtype' => $item->getType(),
'items_id' => $item->getID(),
'is_deleted' => 0
]
]
);
// Linked items
$linkeditems = $item->getLinkedItems();
if (count($linkeditems)) {
foreach ($linkeditems as $type => $tab) {
$nb += countElementsInTable(
'glpi_items_tickets',
[
'INNER JOIN' => [
'glpi_tickets' => [
'FKEY' => [
'glpi_items_tickets' => 'tickets_id',
'glpi_tickets' => 'id'
]
]
],
'WHERE' => [
'itemtype' => $type,
'items_id' => $tab,
'is_deleted' => 0
]
]
);
}
}
break;
}
}
// Not for Ticket class
if ($item->getType() != __CLASS__) {
return self::createTabEntry($title, $nb);
}
}
// Not check self::READALL for Ticket itself
switch ($item->getType()) {
case __CLASS__:
$ong = [];
// enquete si statut clos
$satisfaction = new TicketSatisfaction();
if (
$satisfaction->getFromDB($item->getID())
&& $item->fields['status'] == self::CLOSED
) {
$ong[3] = __('Satisfaction');
}
if ($item->canView()) {
$ong[4] = __('Statistics');
}
return $ong;
// default :
// return _n('Ticket','Tickets', Session::getPluralNumber());
}
return '';
}
public static function displayTabContentForItem(CommonGLPI $item, $tabnum = 1, $withtemplate = 0)
{
switch ($item->getType()) {
case __CLASS__:
switch ($tabnum) {
case 3:
$satisfaction = new TicketSatisfaction();
if (
($item->fields['status'] == self::CLOSED)
&& $satisfaction->getFromDB($_GET["id"])
) {
$duration = Entity::getUsedConfig('inquest_duration', $item->fields['entities_id']);
$date2 = strtotime($satisfaction->fields['date_begin']);
if (
($duration == 0)
|| (time() - $date2) <= $duration * DAY_TIMESTAMP
) {
$satisfaction->showSatisactionForm($item);
} else {
echo "<p class='center b'>" . __('Satisfaction survey expired') . "</p>";
}
} else {
echo "<p class='center b'>" . __('No generated survey') . "</p>";
}
break;
case 4:
$item->showStats();
break;
}
break;
case 'Group':
case 'SLA':
case 'OLA':
default:
self::showListForItem($item, $withtemplate);
}
return true;
}
public function defineTabs($options = [])
{
$ong = [];
$this->addDefaultFormTab($ong);
$this->addStandardTab(__CLASS__, $ong, $options);
$this->addStandardTab('TicketValidation', $ong, $options);
$this->addStandardTab('KnowbaseItem_Item', $ong, $options);
$this->addStandardTab('Item_Ticket', $ong, $options);
if ($this->hasImpactTab()) {
$this->addStandardTab('Impact', $ong, $options);
}
$this->addStandardTab('TicketCost', $ong, $options);
$this->addStandardTab('Itil_Project', $ong, $options);
$this->addStandardTab('ProjectTask_Ticket', $ong, $options);
$this->addStandardTab('Problem_Ticket', $ong, $options);
$this->addStandardTab('Change_Ticket', $ong, $options);
if (Session::getCurrentInterface() == 'central') {
$this->addStandardTab(Ticket_Contract::class, $ong, $options);
}
if (
Entity::getAnonymizeConfig($this->getEntityID()) == Entity::ANONYMIZE_DISABLED
|| Session::getCurrentInterface() == 'central'
) {
$this->addStandardTab('Log', $ong, $options);
}
return $ong;
}
/**
* Retrieve data of the hardware linked to the ticket if exists
*
* @return void
**/
public function getAdditionalDatas()
{
$this->hardwaredatas = [];
if (!empty($this->fields["id"])) {
$item_ticket = new Item_Ticket();
$data = $item_ticket->find(['tickets_id' => $this->fields["id"]]);
foreach ($data as $val) {
if (!empty($val["itemtype"]) && ($item = getItemForItemtype($val["itemtype"]))) {
if ($item->getFromDB($val["items_id"])) {
$this->hardwaredatas[] = $item;
}
}
}
}
}
public function cleanDBonPurge()
{
// OlaLevel_Ticket does not extends CommonDBConnexity
$olaLevel_ticket = new OlaLevel_Ticket();
$olaLevel_ticket->deleteForTicket($this->fields['id'], SLM::TTO);
$olaLevel_ticket->deleteForTicket($this->fields['id'], SLM::TTR);
// SlaLevel_Ticket does not extends CommonDBConnexity
$slaLevel_ticket = new SlaLevel_Ticket();
$slaLevel_ticket->deleteForTicket($this->fields['id'], SLM::TTO);
$slaLevel_ticket->deleteForTicket($this->fields['id'], SLM::TTR);
// TicketSatisfaction does not extends CommonDBConnexity
$tf = new TicketSatisfaction();
$tf->deleteByCriteria(['tickets_id' => $this->fields['id']]);
// CommonITILTask does not extends CommonDBConnexity
$tt = new TicketTask();
$tt->deleteByCriteria(['tickets_id' => $this->fields['id']]);
$this->deleteChildrenAndRelationsFromDb(
[
Change_Ticket::class,
Item_Ticket::class,
Problem_Ticket::class,
ProjectTask_Ticket::class,
TicketCost::class,
Ticket_Ticket::class,
TicketValidation::class,
]
);
parent::cleanDBonPurge();
}
public function prepareInputForUpdate($input)
{
global $DB;
$input = $this->transformActorsInput($input);
// Get ticket : need for comparison
$this->getFromDB($input['id']);
// Clean new lines before passing to rules
if (isset($input["content"])) {
$input["content"] = preg_replace('/\\\\r\\\\n/', "\\n", $input['content']);
$input["content"] = preg_replace('/\\\\n/', "\\n", $input['content']);
}
// automatic recalculate if user changes urgence or technician change impact
$canpriority = Session::haveRight(self::$rightname, self::CHANGEPRIORITY);
if (
(isset($input['urgency']) && $input['urgency'] != $this->fields['urgency'])
|| (isset($input['impact']) && $input['impact'] != $this->fields['impact'])
&& ($canpriority && !isset($input['priority']) || !$canpriority)
) {
if (!isset($input['urgency'])) {
$input['urgency'] = $this->fields['urgency'];
}
if (!isset($input['impact'])) {
$input['impact'] = $this->fields['impact'];
}
$input['priority'] = self::computePriority($input['urgency'], $input['impact']);
}
// Security checks
if (
!Session::isCron()
&& !Session::haveRight(self::$rightname, self::ASSIGN)
) {
if (
isset($input["_itil_assign"])
&& isset($input['_itil_assign']['_type'])
&& ($input['_itil_assign']['_type'] == 'user')
) {
// must own_ticket to grab a non assign ticket
if ($this->countUsers(CommonITILActor::ASSIGN) == 0) {
if (
(!Session::haveRightsOr(self::$rightname, [self::STEAL, self::OWN]))
|| !isset($input["_itil_assign"]['users_id'])
|| ($input["_itil_assign"]['users_id'] != Session::getLoginUserID())
) {
unset($input["_itil_assign"]);
}
} else {
// Can not steal or can steal and not assign to me
if (
!Session::haveRight(self::$rightname, self::STEAL)
|| !isset($input["_itil_assign"]['users_id'])
|| ($input["_itil_assign"]['users_id'] != Session::getLoginUserID())
) {
unset($input["_itil_assign"]);
}
}
}
// No supplier assign
if (
isset($input["_itil_assign"])
&& isset($input['_itil_assign']['_type'])
&& ($input['_itil_assign']['_type'] == 'supplier')
) {
unset($input["_itil_assign"]);
}
// No group
if (
isset($input["_itil_assign"])
&& isset($input['_itil_assign']['_type'])
&& ($input['_itil_assign']['_type'] == 'group')
) {
unset($input["_itil_assign"]);
}
}
//must be handled here for tickets. @see CommonITILObject::prepareInputForUpdate()
$input = $this->handleTemplateFields($input);
if ($input === false) {
return false;
}
if (isset($input['entities_id'])) {
$entid = $input['entities_id'];
} else {
$entid = $this->fields['entities_id'];
}
$cat_id = $input['itilcategories_id'] ?? 0;
if ($cat_id) {
$input['itilcategories_id_code'] = ITILCategory::getById($cat_id)->fields['code'];
}
// Set _contract_type for rules
$input['_contract_types'] = [];
$contracts_link = Ticket_Contract::getListForItem($this);
foreach ($contracts_link as $contract_link) {
// Load linked contract
$contract = Contract::getById($contract_link['id']);
if (!$contract) {
continue;
}
// Check if contract has a linked type
$contract_type_id = $contract->fields[ContractType::getForeignKeyField()];
if (!$contract_type_id) {
continue;
}
$input['_contract_types'][$contract_type_id] = $contract_type_id;
}
// Process Business Rules
$this->fillInputForBusinessRules($input);
// Add actors on standard input
$rules = new RuleTicketCollection($entid);
$rule = $rules->getRuleClass();
$changes = [];
$post_added = [];
$tocleanafterrules = [];
$usertypes = [
CommonITILActor::ASSIGN => 'assign',
CommonITILActor::REQUESTER => 'requester',
CommonITILActor::OBSERVER => 'observer'
];
foreach ($usertypes as $k => $t) {
//handle new input
if (isset($input['_itil_' . $t]) && isset($input['_itil_' . $t]['_type'])) {
// FIXME Deprecate these keys in GLPI 10.1.
$field = $input['_itil_' . $t]['_type'] . 's_id';
if (
isset($input['_itil_' . $t][$field])
&& !isset($input[$field . '_' . $t])
) {
$input['_' . $field . '_' . $t][] = $input['_itil_' . $t][$field];
$tocleanafterrules['_' . $field . '_' . $t][] = $input['_itil_' . $t][$field];
}
}
//handle existing actors: load all existing actors from ticket
//to make sure business rules will receive all information, and not just
//what have been entered in the html form.
//
//ref also this actor into $post_added to avoid the filling of $changes
//and triggering businness rules when not needed
$existing_actors = [
User::class => $this->getUsers($k),
Group::class => $this->getGroups($k),
Supplier::class => $this->getSuppliers($k),
];
foreach ($existing_actors as $actor_itemtype => $actors) {
$field = getForeignKeyFieldForItemType($actor_itemtype);
$input_key = '_' . $field . '_' . $t;
foreach ($actors as $actor) {
if (
!isset($input[$input_key])
|| (is_array($input[$input_key]) && !in_array($actor[$field], $input[$input_key]))
|| (is_numeric($input[$input_key]) && $actor[$field] !== $input[$input_key])
) {
if (
!array_key_exists($input_key, $input)
|| (!is_array($input[$input_key]) && !is_numeric($input[$input_key]) && empty($input[$input_key]))
) {
$input[$input_key] = [];
} elseif (!is_array($input[$input_key])) {
$input[$input_key] = [$input[$input_key]];
}
$input[$input_key][] = $actor[$field];
$tocleanafterrules[$input_key][] = $actor[$field];
}
}
}
}
foreach ($rule->getCriterias() as $key => $val) {
if (
array_key_exists($key, $input)
&& !array_key_exists($key, $post_added)
) {
if (
!isset($this->fields[$key])
|| ($DB->escape($this->fields[$key]) != $input[$key])
) {
$changes[] = $key;
}
}
}
// Business Rules do not override manual SLA and OLA
$manual_slas_id = [];
$manual_olas_id = [];
foreach ([SLM::TTR, SLM::TTO] as $slmType) {
list($dateField, $slaField) = SLA::getFieldNames($slmType);
if (isset($input[$slaField]) && ($input[$slaField] > 0)) {
$manual_slas_id[$slmType] = $input[$slaField];
}
list($dateField, $olaField) = OLA::getFieldNames($slmType);
if (isset($input[$olaField]) && ($input[$olaField] > 0)) {
$manual_olas_id[$slmType] = $input[$olaField];
}
}
// Only process rules on changes
if (count($changes)) {
$user = new User();
$user_id = null;
//try to find user from changes if exist (defined as _itil_requester)
if (isset($input["_itil_requester"]["users_id"])) {
$user_id = $input["_itil_requester"]["users_id"];
} else if (isset($input["_users_id_requester"])) { //else try to find user from input
$user_id = is_array($input["_users_id_requester"]) ? reset($input["_users_id_requester"]) : $input["_users_id_requester"];
}
if ($user_id !== null && $user->getFromDB($user_id)) {
$input['_locations_id_of_requester'] = $user->fields['locations_id'];
$input['users_default_groups'] = $user->fields['groups_id'];
$changes[] = '_locations_id_of_requester';
$changes[] = '_groups_id_of_requester';
}
// Special case to make sure rule depending on category completename are also executed
if (in_array('itilcategories_id', $changes)) {
$changes[] = 'itilcategories_id_cn';
}
$input = $rules->processAllRules(
$input,
$input,
['recursive' => true,
'entities_id' => $entid
],
['condition' => RuleTicket::ONUPDATE,
'only_criteria' => $changes
]
);
$input = Toolbox::stripslashes_deep($input);
}
// Clean actors fields added for rules
foreach ($tocleanafterrules as $key => $values_to_drop) {
if (!array_key_exists($key, $input) || !is_array($input[$key])) {
// Assign rules may remove input key or replace array by a single value.
// In such case, as values were completely redefined by rules, there is no need to filter them.
continue;
}
$input[$key] = array_filter(
$input[$key],
function ($value) use ($values_to_drop) {
return !in_array($value, $values_to_drop);
}
);
if (in_array($key, $post_added) && empty($input[$key])) {
unset($input[$key]);
}
}
if (isset($input['_link'])) {
$ticket_ticket = new Ticket_Ticket();
if (!empty($input['_link']['tickets_id_2'])) {
if ($ticket_ticket->can(-1, CREATE, $input['_link'])) {
if ($ticket_ticket->add($input['_link'])) {
$input['_forcenotif'] = true;
}
} else {
Session::addMessageAfterRedirect(__('Unknown ticket'), false, ERROR);
}
}
}
// SLA / OLA affect by rules : reset time_to_resolve / internal_time_to_resolve
// Manual SLA / OLA defined : reset time_to_resolve / internal_time_to_resolve
// No manual SLA / OLA and due date defined : reset auto SLA / OLA
foreach ([SLM::TTR, SLM::TTO] as $slmType) {
$this->slaAffect($slmType, $input, $manual_slas_id);
$this->olaAffect($slmType, $input, $manual_olas_id);
}
if (isset($input['content'])) {
if (isset($input['_filename']) || isset($input['_content'])) {
$input['_disablenotif'] = true;
} else {
$input['_donotadddocs'] = true;
}
}
$input = parent::prepareInputForUpdate($input);
return $input;
}
/**
* SLA affect by rules : reset time_to_resolve and time_to_own
* Manual SLA defined : reset time_to_resolve and time_to_own
* No manual SLA and due date defined : reset auto SLA
*
* @since 9.1
*
* @param $type
* @param $input
* @param $manual_slas_id
*/
public function slaAffect($type, &$input, $manual_slas_id)
{
list($dateField, $slaField) = SLA::getFieldNames($type);
// Restore slas
if (
isset($manual_slas_id[$type])
&& !isset($input['_' . $slaField])
) {
$input[$slaField] = $manual_slas_id[$type];
}
// Ticket update
if (isset($this->fields['id']) && $this->fields['id'] > 0) {
if (
!isset($manual_slas_id[$type])
&& isset($input[$slaField]) && ($input[$slaField] > 0)
&& ($input[$slaField] != $this->fields[$slaField])
) {
if (isset($input[$dateField])) {
// Unset due date
unset($input[$dateField]);
}
}
if (
isset($input[$slaField]) && ($input[$slaField] > 0)
&& ($input[$slaField] != $this->fields[$slaField])
) {
$date = $this->fields['date'];
/// Use updated date if also done
if (isset($input["date"])) {
$date = $input["date"];
}
// Get datas to initialize SLA and set it
$sla_data = $this->getDatasToAddSLA(
$input[$slaField],
$this->fields['entities_id'],
$date,
$type
);
if (count($sla_data)) {
foreach ($sla_data as $key => $val) {
$input[$key] = $val;
}
}
}
} else { // Ticket add
if (
!isset($manual_slas_id[$type])
&& isset($input[$dateField]) && ($input[$dateField] != 'NULL')
) {
// Valid due date
if ($input[$dateField] >= $input['date']) {
if (isset($input[$slaField])) {
unset($input[$slaField]);
}
} else {
// Unset due date
unset($input[$dateField]);
}
}
if (isset($input[$slaField]) && ($input[$slaField] > 0)) {
// Get datas to initialize SLA and set it
$sla_data = $this->getDatasToAddSLA(
$input[$slaField],
$input['entities_id'],
$input['date'],
$type
);
if (count($sla_data)) {
foreach ($sla_data as $key => $val) {
$input[$key] = $val;
}
}
}
}
}
/**
* OLA affect by rules : reset internal_time_to_resolve and internal_time_to_own
* Manual OLA defined : reset internal_time_to_resolve and internal_time_to_own
* No manual OLA and due date defined : reset auto OLA
*
* @since 9.1
*
* @param $type
* @param $input
* @param $manual_olas_id
*/
public function olaAffect($type, &$input, $manual_olas_id)
{
list($dateField, $olaField) = OLA::getFieldNames($type);
// Restore olas
if (
isset($manual_olas_id[$type])
&& !isset($input['_' . $olaField])
) {
$input[$olaField] = $manual_olas_id[$type];
}
// Ticket update
if (isset($this->fields['id']) && $this->fields['id'] > 0) {
if (
!isset($manual_olas_id[$type])
&& isset($input[$olaField]) && ($input[$olaField] > 0)
&& ($input[$olaField] != $this->fields[$olaField])
) {
if (isset($input[$dateField])) {
// Unset due date
unset($input[$dateField]);
}
}
if (
isset($input[$olaField]) && ($input[$olaField] > 0)
&& ($input[$olaField] != $this->fields[$olaField]
|| isset($input['_' . $olaField]))
) {
$date = $_SESSION['glpi_currenttime'];
// Get datas to initialize OLA and set it
$ola_data = $this->getDatasToAddOLA(
$input[$olaField],
$this->fields['entities_id'],
$date,
$type
);
if (count($ola_data)) {
foreach ($ola_data as $key => $val) {
$input[$key] = $val;
}
}
}
} else { // Ticket add
if (
!isset($manual_olas_id[$type])
&& isset($input[$dateField]) && ($input[$dateField] != 'NULL')
) {
// Valid due date
if ($input[$dateField] >= $input['date']) {
if (isset($input[$olaField])) {
unset($input[$olaField]);
}
} else {
// Unset due date
unset($input[$dateField]);
}
}
if (isset($input[$olaField]) && ($input[$olaField] > 0)) {
// Get datas to initialize OLA and set it
$ola_data = $this->getDatasToAddOLA(
$input[$olaField],
$input['entities_id'],
$input['date'],
$type
);
if (count($ola_data)) {
foreach ($ola_data as $key => $val) {
$input[$key] = $val;
}
}
}
}
}
/**
* Manage SLA level escalation
*
* @since 9.1
*
* @param $slas_id
**/
public function manageSlaLevel($slas_id)
{
// Add first level in working table
$slalevels_id = SlaLevel::getFirstSlaLevel($slas_id);
$sla = new SLA();
if ($sla->getFromDB($slas_id)) {
$calendars_id = Entity::getUsedConfig(
'calendars_strategy',
$this->fields['entities_id'],
'calendars_id',
0
);
$sla->setTicketCalendar($calendars_id);
$sla->addLevelToDo($this, $slalevels_id);
}
SlaLevel_Ticket::replayForTicket($this->getID(), $sla->getField('type'));
}
/**
* Manage OLA level escalation
*
* @since 9.1
*
* @param $slas_id
**/
public function manageOlaLevel($slas_id)
{
// Add first level in working table
$olalevels_id = OlaLevel::getFirstOlaLevel($slas_id);
$ola = new OLA();
if ($ola->getFromDB($slas_id)) {
$calendars_id = Entity::getUsedConfig(
'calendars_strategy',
$this->fields['entities_id'],
'calendars_id',
0
);
$ola->setTicketCalendar($calendars_id);
$ola->addLevelToDo($this, $olalevels_id);
}
OlaLevel_Ticket::replayForTicket($this->getID(), $ola->getField('type'));
}
public function pre_updateInDB()
{
if (
!$this->isTakeIntoAccountComputationBlocked($this->input)
&& !$this->isAlreadyTakenIntoAccount()
&& $this->canTakeIntoAccount()
&& !$this->isNew()
) {
$this->updates[] = "takeintoaccount_delay_stat";
$this->fields['takeintoaccount_delay_stat'] = $this->computeTakeIntoAccountDelayStat();
}
parent::pre_updateInDB();
}
/**
* Compute take into account stat of the current ticket
**/
public function computeTakeIntoAccountDelayStat()
{
if (
isset($this->fields['id'])
&& !empty($this->fields['date'])
) {
$calendars_id = $this->getCalendar();
$calendar = new Calendar();
// Using calendar
if (($calendars_id > 0) && $calendar->getFromDB($calendars_id)) {
return max(1, $calendar->getActiveTimeBetween(
$this->fields['date'],
$_SESSION["glpi_currenttime"]
));
}
// Not calendar defined
return max(1, strtotime($_SESSION["glpi_currenttime"]) - strtotime($this->fields['date']));
}
return 0;
}
public function post_updateItem($history = 1)
{
global $CFG_GLPI;
//for items added from rule
$this->handleItemsIdInput();
parent::post_updateItem($history);
// Put same status on duplicated tickets when solving or closing (autoclose on solve)
if (
isset($this->input['status'])
&& in_array('status', $this->updates)
&& (in_array($this->input['status'], $this->getSolvedStatusArray())
|| in_array($this->input['status'], $this->getClosedStatusArray()))
) {
Ticket_Ticket::manageLinkedTicketsOnSolved($this->getID());
}
$donotif = count($this->updates);
if (isset($this->input['_forcenotif'])) {
$donotif = true;
}
// Manage SLA / OLA Level : add actions
foreach ([SLM::TTR, SLM::TTO] as $slmType) {
list($dateField, $slaField) = SLA::getFieldNames($slmType);
if (
in_array($slaField, $this->updates)
&& ($this->fields[$slaField] > 0)
) {
$this->manageSlaLevel($this->fields[$slaField]);
}
list($dateField, $olaField) = OLA::getFieldNames($slmType);
if (
in_array($olaField, $this->updates)
&& ($this->fields[$olaField] > 0)
) {
$this->manageOlaLevel($this->fields[$olaField]);
}
}
if (count($this->updates)) {
// Update Ticket Tco
if (
in_array("actiontime", $this->updates)
|| in_array("cost_time", $this->updates)
|| in_array("cost_fixed", $this->updates)
|| in_array("cost_material", $this->updates)
) {
if (!empty($this->input["items_id"])) {
foreach ($this->input["items_id"] as $itemtype => $items) {
foreach ($items as $items_id) {
if ($itemtype && ($item = getItemForItemtype($itemtype))) {
if ($item->getFromDB($items_id)) {
$newinput = [];
$newinput['id'] = $items_id;
$newinput['ticket_tco'] = self::computeTco($item);
$item->update($newinput);
}
}
}
}
}
}
$donotif = true;
}
if (isset($this->input['_disablenotif'])) {
$donotif = false;
}
if ($donotif && $CFG_GLPI["use_notifications"]) {
$mailtype = "update";
if (
isset($this->input["status"])
&& $this->input["status"]
&& in_array("status", $this->updates)
&& in_array($this->input["status"], $this->getSolvedStatusArray())
) {
$mailtype = "solved";
}
if (
isset($this->input["status"])
&& $this->input["status"]
&& in_array("status", $this->updates)
&& in_array($this->input["status"], $this->getClosedStatusArray())
) {
$mailtype = "closed";
}
// to know if a solution is approved or not
if (
(isset($this->input['solvedate']) && ($this->input['solvedate'] == 'NULL')
&& isset($this->oldvalues['solvedate']) && $this->oldvalues['solvedate'])
&& (isset($this->input['status'])
&& ($this->input['status'] != $this->oldvalues['status'])
&& ($this->oldvalues['status'] == self::SOLVED))
) {
$mailtype = "rejectsolution";
}
// Read again ticket to be sure that all data are up to date
$this->getFromDB($this->fields['id']);
NotificationEvent::raiseEvent($mailtype, $this);
}
// inquest created immediatly if delay = O
$inquest = new TicketSatisfaction();
$rate = Entity::getUsedConfig(
'inquest_config',
$this->fields['entities_id'],
'inquest_rate'
);
$delay = Entity::getUsedConfig(
'inquest_config',
$this->fields['entities_id'],
'inquest_delay'
);
$type = Entity::getUsedConfig('inquest_config', $this->fields['entities_id']);
$max_closedate = $this->fields['closedate'];
if (
in_array("status", $this->updates)
&& in_array($this->input["status"], $this->getClosedStatusArray())
&& ($delay == 0)
&& ($rate > 0)
&& (mt_rand(1, 100) <= $rate)
) {
// For reopened ticket
$inquest->delete(['tickets_id' => $this->fields['id']]);
$inquest->add(
[
'tickets_id' => $this->fields['id'],
'date_begin' => $_SESSION["glpi_currenttime"],
'entities_id' => $this->fields['entities_id'],
'type' => $type,
'max_closedate' => $max_closedate,
]
);
}
}
public function prepareInputForAdd($input)
{
// Standard clean datas
$input = parent::prepareInputForAdd($input);
if ($input === false) {
return false;
}
// Check a self-service user can create a ticket for another user.
// We condition the check with a bool flag set in front/tracking.injector.php (self-service ticket controller).
// This to avoid plugins having their process broken.
if (
isset($input['check_delegatee'], $input['_users_id_requester'])
&& $input['check_delegatee']
&& !self::canDelegateeCreateTicket($input['_users_id_requester'], ($input['entities_id'] ?? -2))
) {
Session::addMessageAfterRedirect(__("You cannot create a ticket for this user"));
return false;
}
if (!isset($input["requesttypes_id"])) {
$input["requesttypes_id"] = RequestType::getDefault('helpdesk');
}
if (!isset($input['global_validation'])) {
$input['global_validation'] = CommonITILValidation::NONE;
}
// Set additional default dropdown
$dropdown_fields = ['_locations_id_of_requester', '_locations_id_of_item'];
foreach ($dropdown_fields as $field) {
if (!isset($input[$field])) {
$input[$field] = 0;
}
}
if (!isset($input['itemtype']) || !isset($input['items_id']) || !($input['items_id'] > 0)) {
$input['itemtype'] = '';
}
// Get first item location
$item = null;
if (
isset($input["items_id"])
&& is_array($input["items_id"])
&& (count($input["items_id"]) > 0)
) {
$infocom = new Infocom();
foreach ($input["items_id"] as $itemtype => $items) {
foreach ($items as $items_id) {
if ($item = getItemForItemtype($itemtype)) {
$item->getFromDB($items_id);
$input['_states_id_of_item'] = $item->fields['states_id'] ?? null;
$input['_locations_id_of_item'] = $item->fields['locations_id'] ?? null;
if ($infocom->getFromDBforDevice($itemtype, $items_id)) {
$input['items_businesscriticities']
= Dropdown::getDropdownName(
'glpi_businesscriticities',
$infocom->fields['businesscriticities_id']
);
}
if (isset($item->fields['groups_id'])) {
$input['_groups_id_of_item'] = $item->fields['groups_id'];
}
break(2);
}
}
}
}
// Business Rules do not override manual SLA and OLA
$manual_slas_id = [];
$manual_olas_id = [];
foreach ([SLM::TTR, SLM::TTO] as $slmType) {
list($dateField, $slaField) = SLA::getFieldNames($slmType);
if (isset($input[$slaField]) && ($input[$slaField] > 0)) {
$manual_slas_id[$slmType] = $input[$slaField];
}
list($dateField, $olaField) = OLA::getFieldNames($slmType);
if (isset($input[$olaField]) && ($input[$olaField] > 0)) {
$manual_olas_id[$slmType] = $input[$olaField];
}
}
$cat_id = $input['itilcategories_id'] ?? 0;
if ($cat_id) {
$input['itilcategories_id_code'] = ITILCategory::getById($cat_id)->fields['code'];
}
// Set default contract if not specified
if (
!isset($input['_contracts_id']) &&
(!isset($input['_skip_default_contract']) || $input['_skip_default_contract'] === false)
) {
$input['_contracts_id'] = Entity::getDefaultContract($this->input['entities_id'] ?? 0);
}
// Set _contract_type for rules
$contracts_id = $input['_contracts_id'];
if ($contracts_id) {
$contract = Contract::getById($contracts_id);
if ($contract && $contract_type_id = $contract->fields[ContractType::getForeignKeyField()]) {
$input['_contract_types'][$contract_type_id] = $contract_type_id;
}
}
if (!isset($input['_skip_rules']) || $input['_skip_rules'] === false) {
// Process Business Rules
$this->fillInputForBusinessRules($input);
$rules = new RuleTicketCollection($input['entities_id']);
// Set unset variables with are needed
$tmprequester = 0;
$user = new User();
if (isset($input["_users_id_requester"])) {
if (
!is_array($input["_users_id_requester"])
&& $user->getFromDB($input["_users_id_requester"])
) {
$input['_locations_id_of_requester'] = $user->fields['locations_id'];
$input['users_default_groups'] = $user->fields['groups_id'];
$tmprequester = $input["_users_id_requester"];
} else if (is_array($input["_users_id_requester"]) && ($user_id = reset($input["_users_id_requester"])) !== false) {
if ($user->getFromDB($user_id)) {
$input['_locations_id_of_requester'] = $user->fields['locations_id'];
$input['users_default_groups'] = $user->fields['groups_id'];
}
}
}
// Clean new lines before passing to rules
if (isset($input["content"])) {
$input["content"] = preg_replace('/\\\\r\\\\n/', "\\n", $input['content']);
$input["content"] = preg_replace('/\\\\n/', "\\n", $input['content']);
}
$input = $rules->processAllRules(
$input,
$input,
['recursive' => true],
['condition' => RuleTicket::ONADD]
);
$input = Toolbox::stripslashes_deep($input);
// Recompute default values based on values computed by rules
$input = $this->computeDefaultValuesForAdd($input);
}
if (
isset($input['_users_id_requester'])
&& !is_array($input['_users_id_requester'])
&& ($input['_users_id_requester'] != $tmprequester)
) {
// if requester set by rule, clear address from mailcollector
unset($input['_users_id_requester_notif']);
}
if (
isset($input['_users_id_requester_notif'])
&& isset($input['_users_id_requester_notif']['alternative_email'])
&& is_array($input['_users_id_requester_notif']['alternative_email'])
) {
foreach ($input['_users_id_requester_notif']['alternative_email'] as $email) {
if ($email && !NotificationMailing::isUserAddressValid($email)) {
Session::addMessageAfterRedirect(
sprintf(__('Invalid email address %s'), $email),
false,
ERROR
);
return false;
}
}
}
if (!isset($input['_skip_auto_assign']) || $input['_skip_auto_assign'] === false) {
// Manage auto assign
$auto_assign_mode = Entity::getUsedConfig('auto_assign_mode', $input['entities_id']);
switch ($auto_assign_mode) {
case Entity::CONFIG_NEVER:
break;
case Entity::AUTO_ASSIGN_HARDWARE_CATEGORY:
// Auto assign tech/group from hardware
$input = $this->setTechAndGroupFromHardware($input, $item);
// Auto assign tech/group from Category
$input = $this->setTechAndGroupFromItilCategory($input);
break;
case Entity::AUTO_ASSIGN_CATEGORY_HARDWARE:
// Auto assign tech/group from Category
$input = $this->setTechAndGroupFromItilCategory($input);
// Auto assign tech/group from hardware
$input = $this->setTechAndGroupFromHardware($input, $item);
break;
}
$input = $this->assign($input);
}
if (!isset($input['_skip_sla_assign']) || $input['_skip_sla_assign'] === false) {
// Manage SLA / OLA asignment
// Manual SLA / OLA defined : reset due date
// No manual SLA / OLA and due date defined : reset auto SLA / OLA
foreach ([SLM::TTR, SLM::TTO] as $slmType) {
$this->slaAffect($slmType, $input, $manual_slas_id);
$this->olaAffect($slmType, $input, $manual_olas_id);
}
}
// auto set type if not set
if (!isset($input["type"])) {
$input['type'] = Entity::getUsedConfig(
'tickettype',
$input['entities_id'],
'',
Ticket::INCIDENT_TYPE
);
}
return $input;
}
public function post_addItem()
{
global $CFG_GLPI;
// Log this event
$username = 'anonymous';
if (isset($_SESSION["glpiname"])) {
$username = $_SESSION["glpiname"];
}
Event::log(
$this->fields['id'],
"ticket",
4,
"tracking",
sprintf(
__('%1$s adds the item %2$s'),
$username,
$this->fields['id']
)
);
if (
isset($this->input["_followup"])
&& is_array($this->input["_followup"])
&& (strlen($this->input["_followup"]['content']) > 0)
) {
$fup = new ITILFollowup();
$type = "new";
if (isset($this->fields["status"]) && ($this->fields["status"] == self::SOLVED)) {
$type = "solved";
}
$toadd = ['type' => $type,
'items_id' => $this->fields['id'],
'itemtype' => 'Ticket'
];
if (
isset($this->input["_followup"]['content'])
&& (strlen($this->input["_followup"]['content']) > 0)
) {
$toadd["content"] = $this->input["_followup"]['content'];
}
if (isset($this->input["_followup"]['is_private'])) {
$toadd["is_private"] = $this->input["_followup"]['is_private'];
}
$fup->add($toadd);
}
if (
(isset($this->input["plan"]) && count($this->input["plan"]))
|| (isset($this->input["actiontime"]) && ($this->input["actiontime"] > 0))
) {
$task = new TicketTask();
$type = "new";
if (isset($this->fields["status"]) && ($this->fields["status"] == self::SOLVED)) {
$type = "solved";
}
$toadd = ["type" => $type,
"tickets_id" => $this->fields['id'],
"actiontime" => $this->input["actiontime"],
"state" => Planning::DONE,
"content" => __("Auto-created task")
];
if (isset($this->input["plan"]) && count($this->input["plan"])) {
$toadd["plan"] = $this->input["plan"];
}
if (isset($_SESSION['glpitask_private'])) {
$toadd['is_private'] = $_SESSION['glpitask_private'];
}
$task->add($toadd);
}
$ticket_ticket = new Ticket_Ticket();
// From interface
if (isset($this->input['_link'])) {
$this->input['_link']['tickets_id_1'] = $this->fields['id'];
// message if ticket's ID doesn't exist
if (!empty($this->input['_link']['tickets_id_2'])) {
if ($ticket_ticket->can(-1, CREATE, $this->input['_link'])) {
$ticket_ticket->add($this->input['_link']);
} else {
Session::addMessageAfterRedirect(__('Unknown ticket'), false, ERROR);
}
}
}
// From mailcollector : do not check rights
if (isset($this->input["_linkedto"])) {
$input2 = [
'tickets_id_1' => $this->fields['id'],
'tickets_id_2' => $this->input["_linkedto"],
'link' => Ticket_Ticket::LINK_TO,
];
$ticket_ticket->add($input2);
}
// Manage SLA / OLA Level : add actions
foreach ([SLM::TTR, SLM::TTO] as $slmType) {
list($dateField, $slaField) = SLA::getFieldNames($slmType);
if (isset($this->input[$slaField]) && ($this->input[$slaField] > 0)) {
$this->manageSlaLevel($this->input[$slaField]);
}
list($dateField, $olaField) = OLA::getFieldNames($slmType);
if (isset($this->input[$olaField]) && ($this->input[$olaField] > 0)) {
$this->manageOlaLevel($this->input[$olaField]);
}
}
// Add project task link if needed
if (isset($this->input['_projecttasks_id'])) {
$projecttask = new ProjectTask();
if ($projecttask->getFromDB($this->input['_projecttasks_id'])) {
$pt = new ProjectTask_Ticket();
$pt->add(['projecttasks_id' => $this->input['_projecttasks_id'],
'tickets_id' => $this->fields['id'],
]);
}
}
if (isset($this->input['_promoted_fup_id']) && $this->input['_promoted_fup_id'] > 0) {
$fup = new ITILFollowup();
$fup->getFromDB($this->input['_promoted_fup_id']);
$fup->update([
'id' => $this->input['_promoted_fup_id'],
'sourceof_items_id' => $this->getID()
]);
Event::log(
$this->getID(),
"ticket",
4,
"tracking",
sprintf(__('%s promotes a followup from ticket %s'), $_SESSION["glpiname"], $fup->fields['items_id'])
);
}
if (isset($this->input['_promoted_task_id']) && $this->input['_promoted_task_id'] > 0) {
$tickettask = new TicketTask();
$tickettask->getFromDB($this->input['_promoted_task_id']);
$tickettask->update([
'id' => $this->input['_promoted_task_id'],
'sourceof_items_id' => $this->getID()
]);
Event::log(
$this->getID(),
"ticket",
4,
"tracking",
sprintf(__('%s promotes a task from ticket %s'), $_SESSION["glpiname"], $tickettask->fields['tickets_id'])
);
}
// Add linked contract
$contracts_id = $this->input['_contracts_id'] ?? 0;
if ($contracts_id) {
$ticketcontract = new Ticket_Contract();
$ticketcontract->add([
'contracts_id' => $this->input['_contracts_id'],
'tickets_id' => $this->getID(),
]);
}
$this->handleItemsIdInput();
parent::post_addItem();
// Processing Email
if (!isset($this->input['_disablenotif']) && $CFG_GLPI["use_notifications"]) {
// Clean reload of the ticket
$this->getFromDB($this->fields['id']);
$type = "new";
if (isset($this->fields["status"]) && ($this->fields["status"] == self::SOLVED)) {
$type = "solved";
}
NotificationEvent::raiseEvent($type, $this);
}
if (isset($_SESSION['glpiis_ids_visible']) && !$_SESSION['glpiis_ids_visible']) {
Session::addMessageAfterRedirect(sprintf(
__('%1$s (%2$s)'),
__('Your ticket has been registered.'),
sprintf(
__('%1$s: %2$s'),
Ticket::getTypeName(1),
"<a href='" . Ticket::getFormURLWithID($this->fields['id']) . "'>" .
$this->fields['id'] . "</a>"
)
));
}
}
/**
* Get active or solved tickets for an hardware last X days
*
* @since 0.83
*
* @param $itemtype string Item type
* @param $items_id integer ID of the Item
* @param $days integer day number
*
* @return array
**/
public function getActiveOrSolvedLastDaysTicketsForItem($itemtype, $items_id, $days)
{
global $DB;
$result = [];
$iterator = $DB->request([
'FROM' => $this->getTable(),
'LEFT JOIN' => [
'glpi_items_tickets' => [
'ON' => [
'glpi_items_tickets' => 'tickets_id',
$this->getTable() => 'id'
]
]
],
'WHERE' => [
'glpi_items_tickets.items_id' => $items_id,
'glpi_items_tickets.itemtype' => $itemtype,
'OR' => [
[
'NOT' => [
$this->getTable() . '.status' => array_merge(
$this->getClosedStatusArray(),
$this->getSolvedStatusArray()
)
]
],
[
'NOT' => [$this->getTable() . '.solvedate' => null],
new \QueryExpression(
"ADDDATE(" . $DB->quoteName($this->getTable()) .
"." . $DB->quoteName('solvedate') . ", INTERVAL $days DAY) > NOW()"
)
]
]
]
]);
foreach ($iterator as $tick) {
$result[$tick['id']] = $tick['name'];
}
return $result;
}
/**
* Count active tickets for an hardware
*
* @since 0.83
*
* @param $itemtype string Item type
* @param $items_id integer ID of the Item
*
* @return integer
**/
public function countActiveTicketsForItem($itemtype, $items_id)
{
global $DB;
$result = $DB->request([
'COUNT' => 'cpt',
'FROM' => $this->getTable(),
'LEFT JOIN' => [
'glpi_items_tickets' => [
'ON' => [
'glpi_items_tickets' => 'tickets_id',
$this->getTable() => 'id'
]
]
],
'WHERE' => [
'glpi_items_tickets.itemtype' => $itemtype,
'glpi_items_tickets.items_id' => $items_id,
'NOT' => [
$this->getTable() . '.status' => array_merge(
$this->getSolvedStatusArray(),
$this->getClosedStatusArray()
)
]
]
])->current();
return $result['cpt'];
}
/**
* Get active tickets for an item
*
* @since 9.5
*
* @param string $itemtype Item type
* @param integer $items_id ID of the Item
* @param string $type Type of the tickets (incident or request)
*
* @return DBmysqlIterator
*/
public function getActiveTicketsForItem($itemtype, $items_id, $type)
{
global $DB;
return $DB->request([
'SELECT' => [
$this->getTable() . '.id',
$this->getTable() . '.name',
$this->getTable() . '.priority',
],
'FROM' => $this->getTable(),
'LEFT JOIN' => [
'glpi_items_tickets' => [
'ON' => [
'glpi_items_tickets' => 'tickets_id',
$this->getTable() => 'id'
]
]
],
'WHERE' => [
'glpi_items_tickets.itemtype' => $itemtype,
'glpi_items_tickets.items_id' => $items_id,
$this->getTable() . '.is_deleted' => 0,
$this->getTable() . '.type' => $type,
'NOT' => [
$this->getTable() . '.status' => array_merge(
$this->getSolvedStatusArray(),
$this->getClosedStatusArray()
)
]
]
]);
}
/**
* Count solved tickets for an hardware last X days
*
* @since 0.83
*
* @param $itemtype string Item type
* @param $items_id integer ID of the Item
* @param $days integer day number
*
* @return integer
**/
public function countSolvedTicketsForItemLastDays($itemtype, $items_id, $days)
{
global $DB;
$result = $DB->request([
'COUNT' => 'cpt',
'FROM' => $this->getTable(),
'LEFT JOIN' => [
'glpi_items_tickets' => [
'ON' => [
'glpi_items_tickets' => 'tickets_id',
$this->getTable() => 'id'
]
]
],
'WHERE' => [
'glpi_items_tickets.itemtype' => $itemtype,
'glpi_items_tickets.items_id' => $items_id,
$this->getTable() . '.status' => array_merge(
$this->getSolvedStatusArray(),
$this->getClosedStatusArray()
),
new \QueryExpression(
"ADDDATE(" . $DB->quoteName($this->getTable() . ".solvedate") . ", INTERVAL $days DAY) > NOW()"
),
'NOT' => [
$this->getTable() . '.solvedate' => null
]
]
])->current();
return $result['cpt'];
}
/**
* Update date mod of the ticket
*
* @since 0.83.3 new proto
*
* @param $ID ID of the ticket
* @param $no_stat_computation boolean do not cumpute take into account stat (false by default)
* @param $users_id_lastupdater integer to force last_update id (default 0 = not used)
**/
public function updateDateMod($ID, $no_stat_computation = false, $users_id_lastupdater = 0)
{
if ($this->getFromDB($ID)) {
if (
!$no_stat_computation
&& !$this->isAlreadyTakenIntoAccount()
&& ($this->canTakeIntoAccount() || isCommandLine())
) {
return $this->update(
[
'id' => $ID,
'takeintoaccount_delay_stat' => $this->computeTakeIntoAccountDelayStat(),
'_disablenotif' => true
]
);
}
parent::updateDateMod($ID, $no_stat_computation, $users_id_lastupdater);
}
}
/**
* Overloaded from commonDBTM
*
* @since 0.83
*
* @param $type itemtype of object to add
*
* @return rights
**/
public function canAddItem($type)
{
if ($type == 'Document') {
if ($this->getField('status') == self::CLOSED) {
return false;
}
if ($this->canAddFollowups()) {
return true;
}
}
// as self::canUpdate & $this->canUpdateItem checks more general rights
// (like STEAL or OWN),
// we specify only the rights needed for this action
return $this->checkEntity()
&& (Session::haveRight(self::$rightname, UPDATE)
|| $this->canRequesterUpdateItem());
}
/**
* Check if user can add followups to the ticket.
*
* @param integer $user_id
*
* @return boolean
*/
public function canUserAddFollowups($user_id)
{
$entity_id = $this->fields['entities_id'];
$group_user = new Group_User();
$user_groups = $group_user->getUserGroups($user_id, ['entities_id' => $entity_id]);
$user_groups_ids = [];
foreach ($user_groups as $user_group) {
$user_groups_ids[] = $user_group['id'];
}
$rightname = ITILFollowup::$rightname;
return (
Profile::haveUserRight($user_id, $rightname, ITILFollowup::ADDMYTICKET, $entity_id)
&& ($this->isUser(CommonITILActor::REQUESTER, $user_id)
|| (
isset($this->fields['users_id_recipient'])
&& ($this->fields['users_id_recipient'] == $user_id)
)
)
)
|| (
Profile::haveUserRight($user_id, $rightname, ITILFollowup::ADD_AS_OBSERVER, $entity_id)
&& $this->isUser(CommonITILActor::OBSERVER, $user_id)
)
|| Profile::haveUserRight($user_id, $rightname, ITILFollowup::ADDALLTICKET, $entity_id)
|| (
Profile::haveUserRight($user_id, $rightname, ITILFollowup::ADDGROUPTICKET, $entity_id)
&& $this->haveAGroup(CommonITILActor::REQUESTER, $user_groups_ids)
)
|| $this->isUser(CommonITILActor::ASSIGN, $user_id)
|| $this->haveAGroup(CommonITILActor::ASSIGN, $user_groups_ids);
}
/**
* Check current user can create a ticket for another given user
*
* @since 9.5.4
*
* @param int $requester_id the user for which we want to create the ticket
* @param int $entity_restrict check entity when search users
* (keep null to check with current session entities)
*
* @return bool
*/
public static function canDelegateeCreateTicket(int $requester_id, ?int $entity_restrict = null): bool
{
// if the user is a technician, no need to check delegates
if (Session::getCurrentInterface() == "central") {
return true;
}
// if the connected user is the ticket requester, we can create
if ($requester_id == $_SESSION['glpiID']) {
return true;
}
if ($entity_restrict === null) {
$entity_restrict = $_SESSION["glpiactive_entity"] ?? 0;
}
// if user has no delegate groups, he can't create ticket for another user
$delegate_groups = User::getDelegateGroupsForUser($entity_restrict);
if (count($delegate_groups) == 0) {
return false;
}
// retrieve users to check if given requester is part of them
$users_delegatee_iterator = User::getSqlSearchResult(false, 'delegate', $entity_restrict);
foreach ($users_delegatee_iterator as $user_data) {
if ($user_data['id'] == $requester_id) {
// user found
return true;
}
}
// user not found
return false;
}
/**
* Get default values to search engine to override
**/
public static function getDefaultSearchRequest()
{
$search = ['criteria' => [0 => ['field' => 12,
'searchtype' => 'equals',
'value' => 'notclosed'
]
],
'sort' => 19,
'order' => 'DESC'
];
if (Session::haveRight(self::$rightname, self::READALL)) {
$search['criteria'][0]['value'] = 'notold';
}
return $search;
}
/**
* @see CommonDBTM::getSpecificMassiveActions()
**/
public function getSpecificMassiveActions($checkitem = null)
{
$actions = [];
if (Session::getCurrentInterface() == 'central') {
if (Ticket::canUpdate() && Ticket::canDelete()) {
$actions[__CLASS__ . MassiveAction::CLASS_ACTION_SEPARATOR . 'merge_as_followup']
= "<i class='fa-fw ti ti-git-merge'></i>" .
__('Merge as Followup');
}
if (Item_Ticket::canCreate()) {
$actions['Item_Ticket' . MassiveAction::CLASS_ACTION_SEPARATOR . 'add_item']
= "<i class='fa-fw fas fa-plus'></i>" .
_x('button', 'Add an item');
}
if (ITILFollowup::canCreate()) {
$actions['ITILFollowup' . MassiveAction::CLASS_ACTION_SEPARATOR . 'add_followup']
= "<i class='fa-fw ti ti-message-circle'></i>" .
__('Add a new followup');
}
if (TicketTask::canCreate()) {
$actions[__CLASS__ . MassiveAction::CLASS_ACTION_SEPARATOR . 'add_task']
= "<i class='fa-fw ti ti-checkbox'></i>" .
__('Add a new task');
}
if (TicketValidation::canCreate()) {
$actions['TicketValidation' . MassiveAction::CLASS_ACTION_SEPARATOR . 'submit_validation']
= "<i class='fa-fw fas fa-check'></i>" .
__('Approval request');
}
if (Item_Ticket::canDelete()) {
$actions['Item_Ticket' . MassiveAction::CLASS_ACTION_SEPARATOR . 'delete_item']
= _x('button', 'Remove an item');
}
if (Session::haveRight(self::$rightname, UPDATE)) {
$actions[__CLASS__ . MassiveAction::CLASS_ACTION_SEPARATOR . 'add_actor']
= "<i class='fa-fw ti ti-user'></i>" .
__('Add an actor');
$actions[__CLASS__ . MassiveAction::CLASS_ACTION_SEPARATOR . 'update_notif']
= __('Set notifications for all actors');
$actions['Ticket_Ticket' . MassiveAction::CLASS_ACTION_SEPARATOR . 'add']
= "<i class='fa-fw fas fa-link'></i>" .
_x('button', 'Link tickets');
if (ProjectTask_Ticket::canCreate()) {
$actions['ProjectTask_Ticket' . MassiveAction::CLASS_ACTION_SEPARATOR . 'add']
= "<i class='fa-fw fas fa-link'></i>" .
_x('button', 'Link project task');
}
if (Ticket_Contract::canCreate()) {
$actions[__CLASS__ . MassiveAction::CLASS_ACTION_SEPARATOR . 'add_contract']
= "<i class='fa-fw " . Contract::getIcon() . "'></i>" .
_x('button', 'Add contract');
}
KnowbaseItem_Item::getMassiveActionsForItemtype($actions, __CLASS__, 0, $checkitem);
}
if (Problem::canUpdate()) {
$actions[self::getType() . MassiveAction::CLASS_ACTION_SEPARATOR . 'link_to_problem']
= "<i class='fa-fw " . Problem::getIcon() . "' ></i>" .
__("Link to a problem");
}
if (self::canUpdate()) {
$actions[self::getType() . MassiveAction::CLASS_ACTION_SEPARATOR . 'resolve_tickets']
= "<i class='fa-fw fas fa-check'></i>" .
__("Resolve selected tickets");
}
}
$actions += parent::getSpecificMassiveActions($checkitem);
return $actions;
}
public static function showMassiveActionsSubForm(MassiveAction $ma)
{
global $CFG_GLPI;
switch ($ma->getAction()) {
case 'merge_as_followup':
$rand = mt_rand();
$mergeparam = [
'name' => "_mergeticket",
'used' => $ma->items['Ticket'],
'displaywith' => ['id'],
'rand' => $rand
];
echo "<table class='mx-auto'><tr>";
echo "<td><label for='dropdown__mergeticket$rand'>" . Ticket::getTypeName(1) . "</label></td><td colspan='3'>";
Ticket::dropdown($mergeparam);
echo "</td></tr><tr><td><label for='with_followups'>" . __('Merge followups') . "</label></td><td>";
Html::showCheckbox([
'name' => 'with_followups',
'id' => 'with_followups',
'checked' => true
]);
echo "</td><td><label for='with_documents'>" . __('Merge documents') . "</label></td><td>";
Html::showCheckbox([
'name' => 'with_documents',
'id' => 'with_documents',
'checked' => true
]);
echo "</td></tr><tr><td><label for='with_tasks'>" . __('Merge tasks') . "<label></td><td>";
Html::showCheckbox([
'name' => 'with_tasks',
'id' => 'with_tasks',
'checked' => true
]);
echo "</td><td><label for='with_actors'>" . __('Merge actors') . "</label></td><td>";
Html::showCheckbox([
'name' => 'with_actors',
'id' => 'with_actors',
'checked' => true
]);
echo "</td></tr><tr><td><label for='dropdown_link_type$rand'>" . __('Link type') . "</label></td><td colspan='3'>";
Dropdown::showFromArray('link_type', [
0 => __('None'),
Ticket_Ticket::LINK_TO => __('Linked to'),
Ticket_Ticket::DUPLICATE_WITH => __('Duplicates'),
Ticket_Ticket::SON_OF => __('Son of'),
Ticket_Ticket::PARENT_OF => __('Parent of')
], ['value' => Ticket_Ticket::SON_OF, 'rand' => $rand]);
echo "</td></tr><tr><tr><td colspan='4'>";
echo Html::submit(_x('button', 'Merge'), [
'name' => 'merge',
'confirm' => __('Confirm the merge? This ticket will be deleted!')
]);
echo "</td></tr></table>";
return true;
case 'link_to_problem':
Problem::dropdown([
'name' => 'problems_id',
'condition' => Problem::getOpenCriteria()
]);
echo '<br><br>';
echo Html::submit(_x('button', 'Link'), [
'name' => 'link'
]);
return true;
case 'resolve_tickets':
$rand = mt_rand();
$content_id = "content$rand";
echo '<div class="horizontal-form">';
echo '<div class="form-row">';
$label = SolutionTemplate::getTypeName(1);
echo "<label for='solution_template'>$label</label>";
SolutionTemplate::dropdown([
'name' => "solution_template",
'value' => 0,
'rand' => $rand,
'on_change' => "solutiontemplate_update{$rand}(this.value)"
]);
echo Html::hidden("_render_twig", ['value' => true]);
$JS = <<<JAVASCRIPT
function solutiontemplate_update{$rand}(value) {
$.ajax({
url: '{$CFG_GLPI['root_doc']}/ajax/solution.php',
type: 'POST',
data: {
solutiontemplates_id: value
}
}).done(function(data) {
tinymce.get("{$content_id}").setContent(data.content);
var solutiontypes_id = isNaN(parseInt(data.solutiontypes_id))
? 0
: parseInt(data.solutiontypes_id);
$("#dropdown_solutiontypes_id{$rand}").trigger("setValue", solutiontypes_id);
});
}
JAVASCRIPT;
echo Html::scriptBlock($JS);
echo '</div>'; // .form-row
echo '<div class="form-row">';
$label = SolutionType::getTypeName(1);
echo "<label for='solutiontypes_id'>$label</label>";
SolutionType::dropdown([
'name' => 'solutiontypes_id',
'rand' => $rand
]);
echo '</div>'; // .form-row
echo '<div class="form-row-vertical">';
$label = __('Description');
echo "<label for='content'>";
echo "$label ";
echo "</label>";
Html::textarea(['name' => 'content',
'value' => '',
'rand' => $rand,
'editor_id' => $content_id,
'enable_fileupload' => false,
'enable_richtext' => true,
// Uploaded images processing is not able to handle multiple use of same uploaded file, so until this is fixed,
// it is preferable to disable image pasting in rich text inside massive actions.
'enable_images' => false,
'cols' => 12,
'rows' => 80
]);
Html::addTemplateDocumentationLink(ParametersPreset::TICKET_SOLUTION);
$parameters = ParametersPreset::getForTicketSolution();
Html::activateUserTemplateAutocompletion(
'textarea[name=content]',
TemplateManager::computeParameters($parameters)
);
echo '</div>'; // .form-row
echo '</div>'; // .horizontal-form
echo Html::submit(__('Resolve'), [
'name' => 'resolve'
]);
return true;
case 'add_contract':
Contract::dropdown([
'name' => 'contracts_id'
]);
echo ' ';
echo Html::submit(__('Add'), [
'name' => 'add_contract'
]);
return true;
}
return parent::showMassiveActionsSubForm($ma);
}
public static function processMassiveActionsForOneItemtype(
MassiveAction $ma,
CommonDBTM $item,
array $ids
) {
switch ($ma->getAction()) {
case 'merge_as_followup':
$input = $ma->getInput();
$status = [];
$mergeparams = [
'linktypes' => [],
'link_type' => $input['link_type']
];
if ($input['with_followups']) {
$mergeparams['linktypes'][] = 'ITILFollowup';
}
if ($input['with_tasks']) {
$mergeparams['linktypes'][] = 'TicketTask';
}
if ($input['with_documents']) {
$mergeparams['linktypes'][] = 'Document';
}
if ($input['with_actors']) {
$mergeparams['append_actors'] = [
CommonITILActor::REQUESTER,
CommonITILActor::OBSERVER,
CommonITILActor::ASSIGN
];
} else {
$mergeparams['append_actors'] = [];
}
Ticket::merge($input['_mergeticket'], $ids, $status, $mergeparams);
foreach ($status as $id => $status_code) {
if ($status_code == 0) {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_OK);
} else if ($status_code == 2) {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_NORIGHT);
$ma->addMessage($item->getErrorMessage(ERROR_ON_ACTION));
} else {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_KO);
$ma->addMessage($item->getErrorMessage(ERROR_ON_ACTION));
}
}
return;
case 'link_to_problem':
// Skip if not tickets
if ($item::getType() !== Ticket::getType()) {
$ma->addMessage($item->getErrorMessage(ERROR_COMPAT));
return;
}
// Skip if missing update rights on problems
if (!Problem::canUpdate()) {
$ma->addMessage($item->getErrorMessage(ERROR_RIGHT));
return;
}
// Check input
$input = $ma->getInput();
if (!isset($input['problems_id'])) {
$ma->addMessage(__("Missing input: no Problem selected"));
return;
}
$problem = new Problem();
if (!$problem->getFromDB($input['problems_id'])) {
$ma->addMessage(__("Selected Problem can't be loaded"));
return;
}
$em = new Problem_Ticket();
foreach ($ids as $id) {
// Add new link
$res = $em->add([
'problems_id' => $input['problems_id'],
'tickets_id' => $id,
]);
// Check if creation was successful
if ($res) {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_OK);
} else {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_KO);
$ma->addMessage($item->getErrorMessage(ERROR_ON_ACTION));
}
}
return;
case 'resolve_tickets':
// Skip if not tickets
if ($item::getType() !== self::getType()) {
$ma->addMessage($item->getErrorMessage(ERROR_COMPAT));
return;
}
// Skip if missing update rights on problems
if (!self::canUpdate()) {
$ma->addMessage($item->getErrorMessage(ERROR_RIGHT));
return;
}
// Check input
$input = $ma->getInput();
$mandatory_fields = [
'solutiontypes_id',
'content'
];
$check_mandatory = array_intersect($mandatory_fields, array_keys($input));
if (count($check_mandatory) != count($mandatory_fields)) {
$ma->addMessage(__("Missing mandatory field in input"));
return;
}
$ticket = new self();
$em = new ITILSolution();
foreach ($ids as $id) {
// Try to load ticket
if (!$ticket->getFromDB($id)) {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_KO);
$ma->addMessage($item->getErrorMessage(ERROR_ON_ACTION));
}
// Check ticket is not already resolved or closed
$invalid_status = [
CommonITILObject::SOLVED,
CommonITILObject::CLOSED
];
if (in_array($ticket->fields['status'], $invalid_status)) {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_KO);
$ma->addMessage($item->getErrorMessage(ERROR_ON_ACTION));
}
// Add reference to ticket in input
$input['itemtype'] = self::getType();
$input['items_id'] = $id;
// Insert new solution
$res = $em->add($input);
// Check if creation was successful
if ($res) {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_OK);
} else {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_KO);
$ma->addMessage($item->getErrorMessage(ERROR_ON_ACTION));
}
}
return;
case 'add_contract':
// Skip if wrong itemtype
if ($item::getType() !== self::getType()) {
$ma->addMessage($item->getErrorMessage(ERROR_COMPAT));
return;
}
// Skip if missing update rights
if (!self::canUpdate()) {
$ma->addMessage($item->getErrorMessage(ERROR_RIGHT));
return;
}
// Check input
$input = $ma->getInput();
$contracts_id = $input['contracts_id'] ?? 0;
if (!$contracts_id) {
$ma->addMessage(__("No contract specified"));
return;
}
$em = new Ticket_Contract();
foreach ($ids as $id) {
$links = $em->find([
'contracts_id' => $contracts_id,
'tickets_id' => $id,
]);
// Link already exist, skip
if (count($links)) {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_OK);
continue;
}
// Add link
$res = $em->add([
'contracts_id' => $contracts_id,
'tickets_id' => $id,
]);
// Check if creation was successful
if ($res) {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_OK);
} else {
$ma->itemDone($item->getType(), $id, MassiveAction::ACTION_KO);
$ma->addMessage($item->getErrorMessage(ERROR_ON_ACTION));
}
}
return;
}
parent::processMassiveActionsForOneItemtype($ma, $item, $ids);
}
public function rawSearchOptions()
{
global $DB;
$tab = [];
$tab = array_merge($tab, $this->getSearchOptionsMain());
$tab[] = [
'id' => '155',
'table' => $this->getTable(),
'field' => 'time_to_own',
'name' => __('Time to own'),
'datatype' => 'datetime',
'maybefuture' => true,
'massiveaction' => false,
'additionalfields' => ['date', 'status', 'takeintoaccount_delay_stat']
];
$tab[] = [
'id' => '158',
'table' => $this->getTable(),
'field' => 'time_to_own',
'name' => __('Time to own + Progress'),
'massiveaction' => false,
'nosearch' => true,
'additionalfields' => ['status']
];
$tab[] = [
'id' => '159',
'table' => 'glpi_tickets',
'field' => 'is_late',
'name' => __('Time to own exceeded'),
'datatype' => 'bool',
'massiveaction' => false,
'computation' => self::generateSLAOLAComputation('time_to_own')
];
$tab[] = [
'id' => '180',
'table' => $this->getTable(),
'field' => 'internal_time_to_resolve',
'name' => __('Internal time to resolve'),
'datatype' => 'datetime',
'maybefuture' => true,
'massiveaction' => false,
'additionalfields' => ['solvedate', 'status']
];
$tab[] = [
'id' => '181',
'table' => $this->getTable(),
'field' => 'internal_time_to_resolve',
'name' => __('Internal time to resolve + Progress'),
'massiveaction' => false,
'nosearch' => true,
'additionalfields' => ['status']
];
$tab[] = [
'id' => '182',
'table' => $this->getTable(),
'field' => 'is_late',
'name' => __('Internal time to resolve exceeded'),
'datatype' => 'bool',
'massiveaction' => false,
'computation' => self::generateSLAOLAComputation('internal_time_to_resolve')
];
$tab[] = [
'id' => '185',
'table' => $this->getTable(),
'field' => 'internal_time_to_own',
'name' => __('Internal time to own'),
'datatype' => 'datetime',
'maybefuture' => true,
'massiveaction' => false,
'additionalfields' => ['date', 'status', 'takeintoaccount_delay_stat'],
];
$tab[] = [
'id' => '186',
'table' => $this->getTable(),
'field' => 'internal_time_to_own',
'name' => __('Internal time to own + Progress'),
'massiveaction' => false,
'nosearch' => true,
'additionalfields' => ['status']
];
$tab[] = [
'id' => '187',
'table' => 'glpi_tickets',
'field' => 'is_late',
'name' => __('Internal time to own exceeded'),
'datatype' => 'bool',
'massiveaction' => false,
'computation' => self::generateSLAOLAComputation('internal_time_to_own')
];
$max_date = '99999999';
$tab[] = [
'id' => '188',
'table' => $this->getTable(),
'field' => 'next_escalation_level',
'name' => __('Next escalation level'),
'datatype' => 'datetime',
'usehaving' => true,
'maybefuture' => true,
'massiveaction' => false,
// Get least value from TTO/TTR fields:
// - use TTO fields only if ticket not already taken into account,
// - use TTR fields only if ticket not already solved,
// - replace NULL or not kept values with 99999999 to be sure that they will not be returned by the LEAST function,
// - replace 99999999 by empty string to keep only valid values.
'computation' => "REPLACE(
LEAST(
IF(" . $DB->quoteName('TABLE.takeintoaccount_delay_stat') . " <= 0,
COALESCE(" . $DB->quoteName('TABLE.time_to_own') . ", $max_date),
$max_date),
IF(" . $DB->quoteName('TABLE.takeintoaccount_delay_stat') . " <= 0,
COALESCE(" . $DB->quoteName('TABLE.internal_time_to_own') . ", $max_date),
$max_date),
IF(" . $DB->quoteName('TABLE.solvedate') . " IS NULL,
COALESCE(" . $DB->quoteName('TABLE.time_to_resolve') . ", $max_date),
$max_date),
IF(" . $DB->quoteName('TABLE.solvedate') . " IS NULL,
COALESCE(" . $DB->quoteName('TABLE.internal_time_to_resolve') . ", $max_date),
$max_date)
), $max_date, '')"
];
$tab[] = [
'id' => '14',
'table' => $this->getTable(),
'field' => 'type',
'name' => _n('Type', 'Types', 1),
'searchtype' => 'equals',
'datatype' => 'specific'
];
$tab[] = [
'id' => '13',
'table' => 'glpi_items_tickets',
'field' => 'items_id',
'name' => _n('Associated element', 'Associated elements', Session::getPluralNumber()),
'datatype' => 'specific',
'comments' => true,
'nosort' => true,
'nosearch' => true,
'additionalfields' => ['itemtype'],
'joinparams' => [
'jointype' => 'child'
],
'forcegroupby' => true,
'massiveaction' => false
];
$tab[] = [
'id' => '131',
'table' => 'glpi_items_tickets',
'field' => 'itemtype',
'name' => _n('Associated item type', 'Associated item types', Session::getPluralNumber()),
'datatype' => 'itemtypename',
'itemtype_list' => 'ticket_types',
'nosort' => true,
'additionalfields' => ['itemtype'],
'joinparams' => [
'jointype' => 'child'
],
'forcegroupby' => true,
'massiveaction' => false
];
$tab[] = [
'id' => '9',
'table' => 'glpi_requesttypes',
'field' => 'name',
'name' => RequestType::getTypeName(1),
'datatype' => 'dropdown'
];
$location_so = Location::rawSearchOptionsToAdd();
foreach ($location_so as &$so) {
//duplicated search options :(
switch ($so['id']) {
case 3:
$so['id'] = 83;
break;
case 91:
$so['id'] = 84;
break;
case 92:
$so['id'] = 85;
break;
case 93:
$so['id'] = 86;
break;
}
}
$tab = array_merge($tab, $location_so);
$tab = array_merge($tab, $this->getSearchOptionsActors());
$tab[] = [
'id' => 'sla',
'name' => __('SLA')
];
$tab[] = [
'id' => '37',
'table' => 'glpi_slas',
'field' => 'name',
'linkfield' => 'slas_id_tto',
'name' => __('SLA') . " " . __('Time to own'),
'massiveaction' => false,
'datatype' => 'dropdown',
'joinparams' => [
'condition' => ['NEWTABLE.type' => SLM::TTO]
],
'condition' => ['glpi_slas.type' => SLM::TTO]
];
$tab[] = [
'id' => '30',
'table' => 'glpi_slas',
'field' => 'name',
'linkfield' => 'slas_id_ttr',
'name' => __('SLA') . " " . __('Time to resolve'),
'massiveaction' => false,
'datatype' => 'dropdown',
'joinparams' => [
'condition' => ['NEWTABLE.type' => SLM::TTR]
],
'condition' => ['glpi_slas.type' => SLM::TTR]
];
$tab[] = [
'id' => '32',
'table' => 'glpi_slalevels',
'field' => 'name',
'name' => __('SLA') . " " . _n('Escalation level', 'Escalation levels', 1),
'massiveaction' => false,
'datatype' => 'dropdown',
'joinparams' => [
'beforejoin' => [
'table' => 'glpi_slalevels_tickets',
'joinparams' => [
'jointype' => 'child'
]
]
],
'forcegroupby' => true
];
$tab[] = [
'id' => 'ola',
'name' => __('OLA')
];
$tab[] = [
'id' => '190',
'table' => 'glpi_olas',
'field' => 'name',
'linkfield' => 'olas_id_tto',
'name' => __('OLA') . " " . __('Internal time to own'),
'massiveaction' => false,
'datatype' => 'dropdown',
'joinparams' => [
'condition' => ['NEWTABLE.type' => SLM::TTO]
],
'condition' => ['glpi_olas.type' => SLM::TTO]
];
$tab[] = [
'id' => '191',
'table' => 'glpi_olas',
'field' => 'name',
'linkfield' => 'olas_id_ttr',
'name' => __('OLA') . " " . __('Internal time to resolve'),
'massiveaction' => false,
'datatype' => 'dropdown',
'joinparams' => [
'condition' => ['NEWTABLE.type' => SLM::TTR]
],
'condition' => ['glpi_olas.type' => SLM::TTR]
];
$tab[] = [
'id' => '192',
'table' => 'glpi_olalevels',
'field' => 'name',
'name' => __('OLA') . " " . _n('Escalation level', 'Escalation levels', 1),
'massiveaction' => false,
'datatype' => 'dropdown',
'joinparams' => [
'beforejoin' => [
'table' => 'glpi_olalevels_tickets',
'joinparams' => [
'jointype' => 'child'
]
]
],
'forcegroupby' => true
];
$validation_options = TicketValidation::rawSearchOptionsToAdd();
if (
!Session::haveRightsOr(
'ticketvalidation',
[
TicketValidation::CREATEINCIDENT,
TicketValidation::CREATEREQUEST
]
)
) {
foreach ($validation_options as &$validation_option) {
if (isset($validation_option['table'])) {
$validation_option['massiveaction'] = false;
}
}
}
$tab = array_merge($tab, $validation_options);
$tab[] = [
'id' => 'satisfaction',
'name' => __('Satisfaction survey')
];
$tab[] = [
'id' => '31',
'table' => 'glpi_ticketsatisfactions',
'field' => 'type',
'name' => _n('Type', 'Types', 1),
'massiveaction' => false,
'searchtype' => ['equals', 'notequals'],
'searchequalsonfield' => true,
'joinparams' => [
'jointype' => 'child'
],
'datatype' => 'specific'
];
$tab[] = [
'id' => '60',
'table' => 'glpi_ticketsatisfactions',
'field' => 'date_begin',
'name' => __('Creation date'),
'datatype' => 'datetime',
'massiveaction' => false,
'joinparams' => [
'jointype' => 'child'
]
];
$tab[] = [
'id' => '61',
'table' => 'glpi_ticketsatisfactions',
'field' => 'date_answered',
'name' => __('Response date'),
'datatype' => 'datetime',
'massiveaction' => false,
'joinparams' => [
'jointype' => 'child'
]
];
$tab[] = [
'id' => '62',
'table' => 'glpi_ticketsatisfactions',
'field' => 'satisfaction',
'name' => __('Satisfaction'),
'datatype' => 'number',
'massiveaction' => false,
'joinparams' => [
'jointype' => 'child'
]
];
$tab[] = [
'id' => '63',
'table' => 'glpi_ticketsatisfactions',
'field' => 'comment',
'name' => __('Comments'),
'datatype' => 'text',
'massiveaction' => false,
'joinparams' => [
'jointype' => 'child'
]
];
$tab = array_merge($tab, ITILFollowup::rawSearchOptionsToAdd());
$tab = array_merge($tab, TicketTask::rawSearchOptionsToAdd());
$tab = array_merge($tab, $this->getSearchOptionsStats());
$tab[] = [
'id' => '150',
'table' => $this->getTable(),
'field' => 'takeintoaccount_delay_stat',
'name' => __('Take into account time'),
'datatype' => 'timestamp',
'forcegroupby' => true,
'massiveaction' => false
];
if (
Session::haveRightsOr(
self::$rightname,
[self::READALL, self::READASSIGN, self::OWN]
)
) {
$tab[] = [
'id' => 'linktickets',
'name' => _n('Linked ticket', 'Linked tickets', Session::getPluralNumber())
];
$tab[] = [
'id' => '40',
'table' => 'glpi_tickets_tickets',
'field' => 'tickets_id_1',
'name' => __('All linked tickets'),
'massiveaction' => false,
'forcegroupby' => true,
'searchtype' => 'equals',
'joinparams' => [
'jointype' => 'item_item'
],
'additionalfields' => ['tickets_id_2']
];
$tab[] = [
'id' => '47',
'table' => 'glpi_tickets_tickets',
'field' => 'tickets_id_1',
'name' => __('Duplicated tickets'),
'massiveaction' => false,
'searchtype' => 'equals',
'joinparams' => [
'jointype' => 'item_item',
'condition' => ['NEWTABLE.link' => Ticket_Ticket::DUPLICATE_WITH]
],
'additionalfields' => ['tickets_id_2'],
'forcegroupby' => true
];
$tab[] = [
'id' => '41',
'table' => 'glpi_tickets_tickets',
'field' => 'id',
'name' => __('Number of all linked tickets'),
'massiveaction' => false,
'datatype' => 'count',
'usehaving' => true,
'joinparams' => [
'jointype' => 'item_item'
]
];
$tab[] = [
'id' => '46',
'table' => 'glpi_tickets_tickets',
'field' => 'id',
'name' => __('Number of duplicated tickets'),
'massiveaction' => false,
'datatype' => 'count',
'usehaving' => true,
'joinparams' => [
'jointype' => 'item_item',
'condition' => ['NEWTABLE.link' => Ticket_Ticket::DUPLICATE_WITH]
]
];
$tab[] = [
'id' => '50',
'table' => 'glpi_tickets',
'field' => 'id',
'linkfield' => 'tickets_id_2',
'name' => __('Parent tickets'),
'massiveaction' => false,
'searchtype' => 'equals',
'datatype' => 'itemlink',
'usehaving' => true,
'joinparams' => [
'beforejoin' => [
'table' => 'glpi_tickets_tickets',
'joinparams' => [
'jointype' => 'child',
'linkfield' => 'tickets_id_1',
'condition' => ['NEWTABLE.link' => Ticket_Ticket::SON_OF]
]
]
],
'forcegroupby' => true
];
$tab[] = [
'id' => '67',
'table' => 'glpi_tickets',
'field' => 'id',
'linkfield' => 'tickets_id_1',
'name' => __('Child tickets'),
'massiveaction' => false,
'searchtype' => 'equals',
'datatype' => 'itemlink',
'usehaving' => true,
'joinparams' => [
'beforejoin' => [
'table' => 'glpi_tickets_tickets',
'joinparams' => [
'jointype' => 'child',
'linkfield' => 'tickets_id_2',
'condition' => ['NEWTABLE.link' => Ticket_Ticket::SON_OF]
]
]
],
'forcegroupby' => true
];
$tab[] = [
'id' => '68',
'table' => 'glpi_tickets_tickets',
'field' => 'id',
'name' => __('Number of sons tickets'),
'massiveaction' => false,
'datatype' => 'count',
'usehaving' => true,
'joinparams' => [
'linkfield' => 'tickets_id_2',
'jointype' => 'child',
'condition' => ['NEWTABLE.link' => Ticket_Ticket::SON_OF]
],
'forcegroupby' => true
];
$tab[] = [
'id' => '69',
'table' => 'glpi_tickets_tickets',
'field' => 'id',
'name' => __('Number of parent tickets'),
'massiveaction' => false,
'datatype' => 'count',
'usehaving' => true,
'joinparams' => [
'linkfield' => 'tickets_id_1',
'jointype' => 'child',
'condition' => ['NEWTABLE.link' => Ticket_Ticket::SON_OF]
],
'additionalfields' => ['tickets_id_2']
];
$tab = array_merge($tab, $this->getSearchOptionsSolution());
if (Session::haveRight('ticketcost', READ)) {
$tab = array_merge($tab, TicketCost::rawSearchOptionsToAdd());
}
}
if (Session::haveRight('problem', READ)) {
$tab = array_merge($tab, Problem::rawSearchOptionsToAdd());
}
$tab[] = [
'id' => 'tools',
'name' => __('Tools')
];
$tab[] = [
'id' => '193',
'table' => Contract::getTable(),
'field' => 'name',
'linkfield' => 'contracts_id',
'name' => Contract::getTypeName(1),
'massiveaction' => false,
'searchtype' => ['equals', 'contains'],
'datatype' => 'dropdown',
'joinparams' => [
'beforejoin' => [
'table' => Ticket_Contract::getTable(),
'joinparams' => [
'jointype' => 'child',
'linkfield' => 'tickets_id',
]
]
],
];
$tab[] = [
'id' => '194',
'table' => ContractType::getTable(),
'field' => 'name',
'linkfield' => 'contracttypes_id',
'name' => ContractType::getTypeName(1),
'massiveaction' => false,
'searchtype' => ['equals', 'contains'],
'datatype' => 'dropdown',
'joinparams' => [
'beforejoin' => [
'table' => Contract::getTable(),
'joinparams' => [
'jointype' => 'empty',
'linkfield' => 'contracts_id',
'beforejoin' => [
'table' => Ticket_Contract::getTable(),
'joinparams' => [
'jointype' => 'child',
'linkfield' => 'tickets_id',
]
]
]
]
],
];
// Filter search fields for helpdesk
if (
!Session::isCron() // no filter for cron
&& (Session::getCurrentInterface() != 'central')
) {
$tokeep = ['common', 'requester','satisfaction'];
if (
Session::haveRightsOr(
'ticketvalidation',
array_merge(
TicketValidation::getValidateRights(),
TicketValidation::getCreateRights()
)
)
) {
$tokeep[] = 'validation';
}
$keep = false;
foreach ($tab as $key => &$val) {
if (!isset($val['table'])) {
$keep = in_array($val['id'], $tokeep);
}
if (!$keep) {
if (isset($val['table'])) {
$val['nosearch'] = true;
}
}
}
}
return $tab;
}
public static function getSpecificValueToDisplay($field, $values, array $options = [])
{
if (!is_array($values)) {
$values = [$field => $values];
}
switch ($field) {
case 'type':
return self::getTicketTypeName($values[$field]);
}
return parent::getSpecificValueToDisplay($field, $values, $options);
}
public static function getSpecificValueToSelect($field, $name = '', $values = '', array $options = [])
{
if (!is_array($values)) {
$values = [$field => $values];
}
$options['display'] = false;
switch ($field) {
case 'type':
$options['value'] = $values[$field];
return self::dropdownType($name, $options);
}
return parent::getSpecificValueToSelect($field, $name, $values, $options);
}
/**
* Dropdown of ticket type
*
* @param string $name Select name
* @param array $options Array of options:
* - value : integer / preselected value (default 0)
* - toadd : array / array of specific values to add at the beginning
* - on_change : string / value to transmit to "onChange"
* - display : boolean / display or get string (default true)
*
* @return string id of the select
**/
public static function dropdownType($name, $options = [])
{
$params = [
'value' => 0,
'toadd' => [],
'on_change' => '',
'display' => true,
];
if (is_array($options) && count($options)) {
foreach ($options as $key => $val) {
$params[$key] = $val;
}
}
$items = [];
if (count($params['toadd']) > 0) {
$items = $params['toadd'];
}
$items += self::getTypes();
return Dropdown::showFromArray($name, $items, $params);
}
/**
* Get ticket types
*
* @return array Array of types
**/
public static function getTypes()
{
$options = [
self::INCIDENT_TYPE => __('Incident'),
self::DEMAND_TYPE => __('Request'),
];
return $options;
}
/**
* Get ticket type Name
*
* @param integer $value Type ID
**/
public static function getTicketTypeName($value)
{
switch ($value) {
case self::INCIDENT_TYPE:
return __('Incident');
case self::DEMAND_TYPE:
return __('Request');
default:
// Return $value if not defined
return $value;
}
}
/**
* get the Ticket status list
*
* @param boolean $withmetaforsearch (false by default)
*
* @return array
**/
public static function getAllStatusArray($withmetaforsearch = false)
{
// To be overridden by class
$tab = [self::INCOMING => _x('status', 'New'),
self::ASSIGNED => _x('status', 'Processing (assigned)'),
self::PLANNED => _x('status', 'Processing (planned)'),
self::WAITING => __('Pending'),
self::SOLVED => _x('status', 'Solved'),
self::CLOSED => _x('status', 'Closed')
];
if ($withmetaforsearch) {
$tab['notold'] = _x('status', 'Not solved');
$tab['notclosed'] = _x('status', 'Not closed');
$tab['process'] = __('Processing');
$tab['old'] = _x('status', 'Solved + Closed');
$tab['all'] = __('All');
}
return $tab;
}
/**
* Get the ITIL object closed status list
*
* @since 0.83
*
* @return array
**/
public static function getClosedStatusArray()
{
return [self::CLOSED];
}
/**
* Get the ITIL object solved status list
*
* @since 0.83
*
* @return array
**/
public static function getSolvedStatusArray()
{
return [self::SOLVED];
}
/**
* Get the ITIL object new status list
*
* @since 0.83.8
*
* @return array
**/
public static function getNewStatusArray()
{
return [self::INCOMING];
}
/**
* Get the ITIL object assign or plan status list
*
* @since 0.83
*
* @return array
**/
public static function getProcessStatusArray()
{
return [self::ASSIGNED, self::PLANNED];
}
/**
* Calculate Ticket TCO for an item
*
*@param CommonDBTM $item Object of the item
*
*@return float
**/
public static function computeTco(CommonDBTM $item)
{
global $DB;
$totalcost = 0;
$iterator = $DB->request([
'SELECT' => 'glpi_ticketcosts.*',
'FROM' => 'glpi_ticketcosts',
'LEFT JOIN' => [
'glpi_items_tickets' => [
'ON' => [
'glpi_items_tickets' => 'tickets_id',
'glpi_ticketcosts' => 'tickets_id'
]
]
],
'WHERE' => [
'glpi_items_tickets.itemtype' => get_class($item),
'glpi_items_tickets.items_id' => $item->getField('id'),
'OR' => [
'glpi_ticketcosts.cost_time' => ['>', 0],
'glpi_ticketcosts.cost_fixed' => ['>', 0],
'glpi_ticketcosts.cost_material' => ['>', 0]
]
]
]);
foreach ($iterator as $data) {
$totalcost += TicketCost::computeTotalCost(
$data["actiontime"],
$data["cost_time"],
$data["cost_fixed"],
$data["cost_material"]
);
}
return $totalcost;
}
/**
* Print the helpdesk form
*
* @param integer $ID ID of the user who want to display the Helpdesk
* @param boolean $ticket_template Ticket template for preview : false if not used for preview
* (false by default)
*
* @return boolean|void
**/
public function showFormHelpdesk($ID, $ticket_template = false)
{
if (!self::canCreate()) {
return false;
}
$url_validate = "";
if (
!$ticket_template
&& Session::haveRightsOr('ticketvalidation', TicketValidation::getValidateRights())
) {
$opt = [];
$opt['reset'] = 'reset';
$opt['criteria'][0]['field'] = 55; // validation status
$opt['criteria'][0]['searchtype'] = 'equals';
$opt['criteria'][0]['value'] = CommonITILValidation::WAITING;
$opt['criteria'][0]['link'] = 'AND';
$opt['criteria'][1]['field'] = 59; // validation aprobator
$opt['criteria'][1]['searchtype'] = 'equals';
$opt['criteria'][1]['value'] = Session::getLoginUserID();
$opt['criteria'][1]['link'] = 'AND';
$url_validate = Ticket::getSearchURL() . "?" . Toolbox::append_params($opt);
}
$email = UserEmail::getDefaultForUser($ID);
$default_use_notif = Entity::getUsedConfig('is_notif_enable_default', $_SESSION['glpiactive_entity'], '', 1);
// Set default values...
$default_values = [
'_users_id_requester_notif' => [
'use_notification' => (($email == "") ? 0 : $default_use_notif)
],
'nodelegate' => 1,
'_users_id_requester' => 0,
'_users_id_observer' => 0,
'_users_id_observer_notif' => [
'use_notification' => $default_use_notif
],
'name' => '',
'content' => '',
'itilcategories_id' => 0,
'locations_id' => 0,
'urgency' => 3,
'items_id' => [],
'entities_id' => $_SESSION['glpiactive_entity'],
'plan' => [],
'_add_validation' => 0,
'type' => Entity::getUsedConfig(
'tickettype',
$_SESSION['glpiactive_entity'],
'',
Ticket::INCIDENT_TYPE
),
'_right' => "id",
'_content' => [],
'_tag_content' => [],
'_filename' => [],
'_tag_filename' => [],
'_tasktemplates_id' => []
];
// Get default values from posted values on reload form
if (!$ticket_template) {
if (isset($_POST)) {
$options = $_POST;
}
}
if (isset($options['name'])) {
$order = ["\\'", '\\"', "\\\\"];
$replace = ["'", '"', "\\"];
$options['name'] = str_replace($order, $replace, $options['name']);
}
// Restore saved value or override with page parameter
$saved = $this->restoreInput();
foreach ($default_values as $name => $value) {
if (!isset($options[$name])) {
if (isset($saved[$name])) {
$options[$name] = $saved[$name];
} else {
$options[$name] = $value;
}
}
}
// Check category / type validity
if ($options['itilcategories_id']) {
$cat = new ITILCategory();
if ($cat->getFromDB($options['itilcategories_id'])) {
switch ($options['type']) {
case self::INCIDENT_TYPE:
if (!$cat->getField('is_incident')) {
$options['itilcategories_id'] = 0;
}
break;
case self::DEMAND_TYPE:
if (!$cat->getField('is_request')) {
$options['itilcategories_id'] = 0;
}
break;
default:
break;
}
}
}
// Load ticket template if available :
$tt = $this->getITILTemplateToUse(
$ticket_template,
$options['type'],
$options['itilcategories_id'],
$_SESSION["glpiactive_entity"]
);
// override current fields in options with template fields and return the array of these predefined fields
$predefined_fields = $this->setPredefinedFields($tt, $options, $default_values);
$delegating = User::getDelegateGroupsForUser($options['entities_id']);
if ($options["_users_id_requester"] == 0) {
$options['_users_id_requester'] = Session::getLoginUserID();
} else {
$options['_right'] = "delegate";
}
TemplateRenderer::getInstance()->display('components/itilobject/selfservice.html.twig', [
'has_tickets_to_validate' => TicketValidation::getNumberToValidate(Session::getLoginUserID()) > 0,
'url_validate' => $url_validate,
'selfservice' => true,
'item' => $this,
'params' => $options,
'itiltemplate_key' => self::getTemplateFormFieldName(),
'itiltemplate' => $tt,
'delegating' => $delegating,
'predefined_fields' => Toolbox::prepareArrayForInput($predefined_fields),
]);
}
/**
* Display a single observer selector
*
* @param array $options Options for default values ($options of showActorAddFormOnCreate)
**/
public static function showFormHelpdeskObserver($options = [])
{
global $CFG_GLPI;
//default values
$ticket = new Ticket();
$params = [
'_users_id_observer_notif' => [
'use_notification' => true
],
'_users_id_observer' => 0,
'entities_id' => $_SESSION["glpiactive_entity"],
'_right' => "all",
'show_first' => true,
];
// overide default value by function parameters
if (is_array($options) && count($options)) {
foreach ($options as $key => $val) {
$params[$key] = $val;
}
}
if (isset($params['_tickettemplate']) && !($params['_tickettemplate'] instanceof TicketTemplate)) {
// Replace template ID by object for actor form
$tt = new TicketTemplate();
if ($tt->getFromDB($params['_tickettemplate'])) {
$params['_tickettemplate'] = $tt;
} else {
unset($params['_tickettemplate']);
}
}
// add a user selector
$rand = mt_rand();
if ($params['show_first']) {
$rand = $ticket->showActorAddFormOnCreate(CommonITILActor::OBSERVER, $params);
}
if (isset($params['_tickettemplate'])) {
// Replace template object by ID for ajax
$params['_tickettemplate'] = $params['_tickettemplate']->getID();
}
// add an additionnal observer on user selection
Ajax::updateItemOnSelectEvent(
"dropdown__users_id_observer[]$rand",
"observer_$rand",
$CFG_GLPI["root_doc"] . "/ajax/helpdesk_observer.php",
$params
);
//remove 'new observer' anchor on user selection
echo Html::scriptBlock("
$('#dropdown__users_id_observer__$rand').on('change', function(event) {
$('#addObserver$rand').remove();
});");
// add "new observer" anchor
echo "<a id='addObserver$rand' class='btn btn-sm btn-ghost-secondary mt-2 mb-3' onclick='this.remove()'>
<i class='fas fa-plus'></i>
</a>";
// add an additionnal observer on anchor click
Ajax::updateItemOnEvent(
"addObserver$rand",
"observer_$rand",
$CFG_GLPI["root_doc"] . "/ajax/helpdesk_observer.php",
$params,
['click']
);
// div for an additionnal observer
echo "<div class='actor_single' id='observer_$rand'></div>";
}
public static function getDefaultValues($entity = 0)
{
global $CFG_GLPI;
if (is_numeric(Session::getLoginUserID(false))) {
$users_id_requester = Session::getLoginUserID();
$users_id_assign = Session::getLoginUserID();
// No default requester if own ticket right = tech and update_ticket right to update requester
if (Session::haveRightsOr(self::$rightname, [UPDATE, self::OWN]) && !$_SESSION['glpiset_default_requester']) {
$users_id_requester = 0;
}
if (!Session::haveRight(self::$rightname, self::OWN) || !$_SESSION['glpiset_default_tech']) {
$users_id_assign = 0;
}
$entity = $_SESSION['glpiactive_entity'];
$requesttype = $_SESSION['glpidefault_requesttypes_id'];
} else {
$users_id_requester = 0;
$users_id_assign = 0;
$requesttype = $CFG_GLPI['default_requesttypes_id'];
}
$type = Entity::getUsedConfig('tickettype', $entity, '', Ticket::INCIDENT_TYPE);
$default_use_notif = Entity::getUsedConfig('is_notif_enable_default', $entity, '', 1);
// Set default values...
return ['_users_id_requester' => $users_id_requester,
'_users_id_requester_notif' => ['use_notification' => [$default_use_notif],
'alternative_email' => ['']
],
'_groups_id_requester' => 0,
'_users_id_assign' => $users_id_assign,
'_users_id_assign_notif' => ['use_notification' => [$default_use_notif],
'alternative_email' => ['']
],
'_groups_id_assign' => 0,
'_users_id_observer' => 0,
'_users_id_observer_notif' => ['use_notification' => [$default_use_notif],
'alternative_email' => ['']
],
'_groups_id_observer' => 0,
'_link' => ['tickets_id_2' => '',
'link' => ''
],
'_suppliers_id_assign' => 0,
'_suppliers_id_assign_notif' => ['use_notification' => [$default_use_notif],
'alternative_email' => ['']
],
'name' => '',
'content' => '',
'itilcategories_id' => 0,
'urgency' => 3,
'impact' => 3,
'priority' => self::computePriority(3, 3),
'requesttypes_id' => $requesttype,
'actiontime' => 0,
'date' => null,
'entities_id' => $entity,
'status' => self::INCOMING,
'followup' => [],
'itemtype' => '',
'items_id' => 0,
'locations_id' => 0,
'plan' => [],
'global_validation' => CommonITILValidation::NONE,
'time_to_resolve' => 'NULL',
'time_to_own' => 'NULL',
'slas_id_tto' => 0,
'slas_id_ttr' => 0,
'internal_time_to_resolve' => 'NULL',
'internal_time_to_own' => 'NULL',
'olas_id_tto' => 0,
'olas_id_ttr' => 0,
'_add_validation' => 0,
'users_id_validate' => [],
'type' => $type,
'_documents_id' => [],
'_tasktemplates_id' => [],
'_content' => [],
'_tag_content' => [],
'_filename' => [],
'_tag_filename' => [],
'_actors' => [],
'_contracts_id' => 0,
];
}
public function showForm($ID, array $options = [])
{
// show full create form only to tech users
if ($ID <= 0 && Session::getCurrentInterface() !== "central") {
return;
}
if (isset($options['_add_fromitem']) && isset($options['itemtype'])) {
$item = new $options['itemtype']();
$item->getFromDB($options['items_id'][$options['itemtype']][0]);
$options['entities_id'] = $item->fields['entities_id'];
}
$default_values = self::getDefaultValues();
// Restore saved value or override with page parameter
$options['_saved'] = $this->restoreInput();
// Restore saved values and override $this->fields
$this->restoreSavedValues($options['_saved']);
foreach ($default_values as $name => $value) {
if (!isset($options[$name])) {
if (isset($options['_saved'][$name])) {
$options[$name] = $options['_saved'][$name];
} else {
$options[$name] = $value;
}
}
}
if (isset($options['content'])) {
$order = ["\\'", '\\"', "\\\\"];
$replace = ["'", '"', "\\"];
$options['content'] = str_replace($order, $replace, $options['content']);
}
if (isset($options['name'])) {
$order = ["\\'", '\\"', "\\\\"];
$replace = ["'", '"', "\\"];
$options['name'] = str_replace($order, $replace, $options['name']);
}
if (!isset($options['_skip_promoted_fields'])) {
$options['_skip_promoted_fields'] = false;
}
if (!$ID) {
// Override defaut values from projecttask if needed
if (isset($options['_projecttasks_id'])) {
$pt = new ProjectTask();
if ($pt->getFromDB($options['_projecttasks_id'])) {
$options['name'] = $pt->getField('name');
$options['content'] = $pt->getField('name');
}
}
// Override defaut values from followup if needed
if (isset($options['_promoted_fup_id']) && !$options['_skip_promoted_fields']) {
$fup = new ITILFollowup();
if ($fup->getFromDB($options['_promoted_fup_id'])) {
$options['content'] = $fup->getField('content');
$options['_users_id_requester'] = $fup->fields['users_id'];
$options['_link'] = [
'link' => Ticket_Ticket::SON_OF,
'tickets_id_2' => $fup->fields['items_id']
];
// Set entity from parent
$parent_itemtype = $fup->getField('itemtype');
$parent = new $parent_itemtype();
if ($parent->getFromDB($fup->getField('items_id'))) {
$options['entities_id'] = $parent->getField('entities_id');
}
}
//Allow overriding the default values
$options['_skip_promoted_fields'] = true;
}
// Override defaut values from task if needed
if (isset($options['_promoted_task_id']) && !$options['_skip_promoted_fields']) {
$tickettask = new TicketTask();
if ($tickettask->getFromDB($options['_promoted_task_id'])) {
$options['content'] = $tickettask->getField('content');
$options['_users_id_requester'] = $tickettask->fields['users_id'];
$options['_users_id_assign'] = $tickettask->fields['users_id_tech'];
$options['_groups_id_assign'] = $tickettask->fields['groups_id_tech'];
$options['_link'] = [
'link' => Ticket_Ticket::SON_OF,
'tickets_id_2' => $tickettask->fields['tickets_id']
];
// Set entity from parent
$parent = new Ticket();
if ($parent->getFromDB($tickettask->getField('tickets_id'))) {
$options['entities_id'] = $parent->getField('entities_id');
}
}
//Allow overriding the default values
$options['_skip_promoted_fields'] = true;
}
}
// Check category / type validity
if ($options['itilcategories_id']) {
$cat = new ITILCategory();
if ($cat->getFromDB($options['itilcategories_id'])) {
switch ($options['type']) {
case self::INCIDENT_TYPE:
if (!$cat->getField('is_incident')) {
$options['itilcategories_id'] = 0;
}
break;
case self::DEMAND_TYPE:
if (!$cat->getField('is_request')) {
$options['itilcategories_id'] = 0;
}
break;
default:
break;
}
}
}
// Default check
if ($ID > 0) {
$this->check($ID, READ);
} else {
// Create item
$this->check(-1, CREATE, $options);
}
$userentities = [];
if (!$ID) {
$userentities = $this->getEntitiesForRequesters($options);
if (
count($userentities) > 0
&& !in_array($this->fields["entities_id"], $userentities)
) {
// If entity is not in the list of user's entities,
// then use as default value the first value of the user's entites list
$first_entity = current($userentities);
$this->fields["entities_id"] = $first_entity;
// Pass to values
$options['entities_id'] = $first_entity;
}
}
if ($options['type'] <= 0) {
$options['type'] = Entity::getUsedConfig(
'tickettype',
$options['entities_id'],
'',
Ticket::INCIDENT_TYPE
);
}
if (!isset($options['_promoted_fup_id'])) {
$options['_promoted_fup_id'] = 0;
}
if (!isset($options['_promoted_task_id'])) {
$options['_promoted_task_id'] = 0;
}
// Load template if available :
$tt = $this->getITILTemplateToUse(
$options['template_preview'] ?? 0,
$this->fields['type'],
($ID ? $this->fields['itilcategories_id'] : $options['itilcategories_id']),
($ID ? $this->fields['entities_id'] : $options['entities_id'])
);
// override current fields in options with template fields and return the array of these predefined fields
$predefined_fields = $this->setPredefinedFields($tt, $options, $default_values);
// check right used for this ticket
$canupdate = !$ID
|| (Session::getCurrentInterface() == "central"
&& $this->canUpdateItem());
$can_requester = $this->canRequesterUpdateItem();
$canpriority = (bool) Session::haveRight(self::$rightname, self::CHANGEPRIORITY);
$canassign = $this->canAssign();
$canassigntome = $this->canAssignToMe();
if ($ID && in_array($this->fields['status'], $this->getClosedStatusArray())) {
$canupdate = false;
// No update for actors
$options['_noupdate'] = true;
}
$sla = new SLA();
$ola = new OLA();
$item_ticket = null;
$options['_canupdate'] = Session::haveRight('ticket', CREATE);
if ($options['_canupdate']) {
$item_ticket = new Item_Ticket();
}
TemplateRenderer::getInstance()->display('components/itilobject/layout.html.twig', [
'item' => $this,
'timeline_itemtypes' => $this->getTimelineItemtypes(),
'legacy_timeline_actions' => $this->getLegacyTimelineActionsHTML(),
'params' => $options,
'entities_id' => $ID ? $this->fields['entities_id'] : $options['entities_id'],
'timeline' => $this->getTimelineItems(),
'itiltemplate_key' => self::getTemplateFormFieldName(),
'itiltemplate' => $tt,
'predefined_fields' => Toolbox::prepareArrayForInput($predefined_fields),
'ticket_ticket' => new Ticket_Ticket(),
'item_ticket' => $item_ticket,
'sla' => $sla,
'ola' => $ola,
'canupdate' => $canupdate,
'can_requester' => $can_requester,
'canpriority' => $canpriority,
'canassign' => $canassign,
'canassigntome' => $canassigntome,
'load_kb_sol' => $options['load_kb_sol'] ?? 0,
'userentities' => $userentities,
]);
return true;
}
/**
* @param integer $start
* @param string $status (default ''process)
* @param boolean $showgrouptickets (true by default)
* @param boolean $display set to false to returne html
*/
public static function showCentralList($start, $status = "process", bool $showgrouptickets = true, bool $display = true)
{
global $DB;
if (
!Session::haveRightsOr(self::$rightname, [CREATE, self::READALL, self::READASSIGN])
&& !Session::haveRightsOr('ticketvalidation', TicketValidation::getValidateRights())
) {
return false;
}
$JOINS = [];
$WHERE = [
'is_deleted' => 0
];
$search_users_id = [
'glpi_tickets_users.users_id' => Session::getLoginUserID(),
'glpi_tickets_users.type' => CommonITILActor::REQUESTER
];
$search_assign = [
'glpi_tickets_users.users_id' => Session::getLoginUserID(),
'glpi_tickets_users.type' => CommonITILActor::ASSIGN
];
$search_observer = [
'glpi_tickets_users.users_id' => Session::getLoginUserID(),
'glpi_tickets_users.type' => CommonITILActor::OBSERVER
];
if ($showgrouptickets) {
$search_users_id = [0];
$search_assign = [0];
if (count($_SESSION['glpigroups'])) {
$search_assign = [
'glpi_groups_tickets.groups_id' => $_SESSION['glpigroups'],
'glpi_groups_tickets.type' => CommonITILActor::ASSIGN
];
if (Session::haveRight(self::$rightname, self::READGROUP)) {
$search_users_id = [
'glpi_groups_tickets.groups_id' => $_SESSION['glpigroups'],
'glpi_groups_tickets.type' => CommonITILActor::REQUESTER
];
$search_observer = [
'glpi_groups_tickets.groups_id' => $_SESSION['glpigroups'],
'glpi_groups_tickets.type' => CommonITILActor::OBSERVER
];
}
}
}
switch ($status) {
case "waiting": // waiting tickets
$WHERE = array_merge(
$WHERE,
$search_assign,
['glpi_tickets.status' => self::WAITING]
);
break;
case "process": // planned or assigned or incoming tickets
$WHERE = array_merge(
$WHERE,
$search_assign,
['glpi_tickets.status' => array_merge(self::getProcessStatusArray(), [self::INCOMING])]
);
break;
case "toapprove": //tickets waiting for approval
$ORWHERE = ['AND' => $search_users_id];
if (!$showgrouptickets && Session::haveRight('ticket', Ticket::SURVEY)) {
$ORWHERE[] = ['glpi_tickets.users_id_recipient' => Session::getLoginUserID()];
}
$WHERE[] = ['OR' => $ORWHERE];
$WHERE['glpi_tickets.status'] = self::SOLVED;
break;
case "tovalidate": // tickets waiting for validation
$JOINS['LEFT JOIN'] = [
'glpi_ticketvalidations' => [
'ON' => [
'glpi_ticketvalidations' => 'tickets_id',
'glpi_tickets' => 'id'
]
]
];
$WHERE = array_merge(
$WHERE,
[
'users_id_validate' => Session::getLoginUserID(),
'glpi_ticketvalidations.status' => CommonITILValidation::WAITING,
'glpi_tickets.global_validation' => CommonITILValidation::WAITING,
'NOT' => [
'glpi_tickets.status' => [self::SOLVED, self::CLOSED]
]
]
);
break;
case "validation.rejected": // tickets with rejected validation (approval)
case "rejected": //old ambiguous key
$WHERE = array_merge(
$WHERE,
$search_assign,
[
'glpi_tickets.status' => ['<>', self::CLOSED],
'glpi_tickets.global_validation' => CommonITILValidation::REFUSED
]
);
break;
case "solution.rejected": // tickets with rejected solution
$subq = new QuerySubQuery([
'SELECT' => 'last_solution.id',
'FROM' => 'glpi_itilsolutions AS last_solution',
'WHERE' => [
'last_solution.items_id' => new QueryExpression($DB->quoteName('glpi_tickets.id')),
'last_solution.itemtype' => 'Ticket'
],
'ORDER' => 'last_solution.id DESC',
'LIMIT' => 1
]);
$JOINS['LEFT JOIN'] = [
'glpi_itilsolutions' => [
'ON' => [
'glpi_itilsolutions' => 'id',
$subq
]
]
];
$WHERE = array_merge(
$WHERE,
$search_assign,
[
'glpi_tickets.status' => ['<>', self::CLOSED],
'glpi_itilsolutions.status' => CommonITILValidation::REFUSED
]
);
break;
case "observed":
$WHERE = array_merge(
$WHERE,
$search_observer,
[
'glpi_tickets.status' => [
self::INCOMING,
self::PLANNED,
self::ASSIGNED,
self::WAITING
],
'NOT' => [
$search_assign,
$search_users_id
]
]
);
break;
case "survey": // tickets dont l'enqu??te de satisfaction n'est pas remplie et encore valide
$JOINS['INNER JOIN'] = [
'glpi_ticketsatisfactions' => [
'ON' => [
'glpi_ticketsatisfactions' => 'tickets_id',
'glpi_tickets' => 'id'
]
],
'glpi_entities' => [
'ON' => [
'glpi_tickets' => 'entities_id',
'glpi_entities' => 'id'
]
]
];
$ORWHERE = ['AND' => $search_users_id];
if (!$showgrouptickets && Session::haveRight('ticket', Ticket::SURVEY)) {
$ORWHERE[] = ['glpi_tickets.users_id_recipient' => Session::getLoginUserID()];
}
$WHERE[] = ['OR' => $ORWHERE];
$WHERE = array_merge(
$WHERE,
[
'glpi_tickets.status' => self::CLOSED,
['OR' => [
'glpi_entities.inquest_duration' => 0,
new \QueryExpression(
'DATEDIFF(ADDDATE(' . $DB->quoteName('glpi_ticketsatisfactions.date_begin') .
', INTERVAL ' . $DB->quoteName('glpi_entities.inquest_duration') . ' DAY), CURDATE()) > 0'
)
]
],
'glpi_ticketsatisfactions.date_answered' => null
]
);
break;
case "requestbyself": // on affiche les tickets demand??s le user qui sont planifi??s ou assign??s
// ?? quelqu'un d'autre (exclut les self-tickets)
default:
$WHERE = array_merge(
$WHERE,
$search_users_id,
[
'glpi_tickets.status' => [
self::INCOMING,
self::PLANNED,
self::ASSIGNED,
self::WAITING
],
'NOT' => $search_assign
]
);
}
$criteria = [
'SELECT' => ['glpi_tickets.id', 'glpi_tickets.date_mod'],
'DISTINCT' => true,
'FROM' => 'glpi_tickets',
'LEFT JOIN' => [
'glpi_tickets_users' => [
'ON' => [
'glpi_tickets_users' => 'tickets_id',
'glpi_tickets' => 'id'
]
],
'glpi_groups_tickets' => [
'ON' => [
'glpi_groups_tickets' => 'tickets_id',
'glpi_tickets' => 'id'
]
]
],
'WHERE' => $WHERE + getEntitiesRestrictCriteria('glpi_tickets'),
'ORDERBY' => 'glpi_tickets.date_mod DESC'
];
if (count($JOINS)) {
$criteria = array_merge_recursive($criteria, $JOINS);
}
$iterator = $DB->request($criteria);
$total_row_count = count($iterator);
$displayed_row_count = (int)$_SESSION['glpidisplay_count_on_home'] > 0
? min((int)$_SESSION['glpidisplay_count_on_home'], $total_row_count)
: $total_row_count;
if ($displayed_row_count > 0) {
$options = [
'criteria' => [],
'reset' => 'reset',
];
$forcetab = '';
if ($showgrouptickets) {
switch ($status) {
case "toapprove":
$options['criteria'][0]['field'] = 12; // status
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = self::SOLVED;
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 71; // groups_id
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = 'mygroups';
$options['criteria'][1]['link'] = 'AND';
$forcetab = 'Ticket$2';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Your tickets to close'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "waiting":
$options['criteria'][0]['field'] = 12; // status
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = self::WAITING;
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 8; // groups_id_assign
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = 'mygroups';
$options['criteria'][1]['link'] = 'AND';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Tickets on pending status'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "process":
$options['criteria'] = [
[
'field' => 8,
'searchtype' => 'equals',
'value' => 'mygroups',
'link' => 'AND',
],
[
'link' => 'AND',
'criteria' => [
[
'link' => 'AND',
'field' => 12,
'searchtype' => 'equals',
'value' => Ticket::INCOMING,
],
[
'link' => 'OR',
'field' => 12,
'searchtype' => 'equals',
'value' => 'process',
]
]
]
];
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Tickets to be processed'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "observed":
$options['criteria'][0]['field'] = 12; // status
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = 'notold';
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 65; // groups_id
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = 'mygroups';
$options['criteria'][1]['link'] = 'AND';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Your observed tickets'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "requestbyself":
default:
$options['criteria'][0]['field'] = 12; // status
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = 'notold';
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 71; // groups_id
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = 'mygroups';
$options['criteria'][1]['link'] = 'AND';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Your tickets in progress'), $displayed_row_count, $total_row_count) . "</a>";
}
} else {
switch ($status) {
case "waiting":
$options['criteria'][0]['field'] = 12; // status
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = self::WAITING;
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 5; // users_id_assign
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = Session::getLoginUserID();
$options['criteria'][1]['link'] = 'AND';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Tickets on pending status'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "process":
$options['criteria'][0]['field'] = 5; // users_id_assign
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = Session::getLoginUserID();
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 12; // status
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = 'process';
$options['criteria'][1]['link'] = 'AND';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Tickets to be processed'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "tovalidate":
$options['criteria'][0]['field'] = 55; // validation status
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = CommonITILValidation::WAITING;
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 59; // validation aprobator
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = Session::getLoginUserID();
$options['criteria'][1]['link'] = 'AND';
$options['criteria'][2]['field'] = 12; // validation aprobator
$options['criteria'][2]['searchtype'] = 'equals';
$options['criteria'][2]['value'] = 'old';
$options['criteria'][2]['link'] = 'AND NOT';
$options['criteria'][3]['field'] = 52; // global validation status
$options['criteria'][3]['searchtype'] = 'equals';
$options['criteria'][3]['value'] = CommonITILValidation::WAITING;
$options['criteria'][3]['link'] = 'AND';
$forcetab = 'TicketValidation$1';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Your tickets to validate'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "validation.rejected":
case "rejected": // old ambiguous key
$options['criteria'][0]['field'] = 52; // validation status
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = CommonITILValidation::REFUSED;
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 5; // assign user
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = Session::getLoginUserID();
$options['criteria'][1]['link'] = 'AND';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Your tickets having rejected approval status'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "solution.rejected":
$options['criteria'][0]['field'] = 39; // last solution status
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = CommonITILValidation::REFUSED;
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 5; // assign user
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = Session::getLoginUserID();
$options['criteria'][1]['link'] = 'AND';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Your tickets having rejected solution'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "toapprove":
$options['criteria'][0]['field'] = 12; // status
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = self::SOLVED;
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 4; // users_id_assign
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = Session::getLoginUserID();
$options['criteria'][1]['link'] = 'AND';
$options['criteria'][2]['field'] = 22; // users_id_recipient
$options['criteria'][2]['searchtype'] = 'equals';
$options['criteria'][2]['value'] = Session::getLoginUserID();
$options['criteria'][2]['link'] = 'OR';
$options['criteria'][3]['field'] = 12; // status
$options['criteria'][3]['searchtype'] = 'equals';
$options['criteria'][3]['value'] = self::SOLVED;
$options['criteria'][3]['link'] = 'AND';
$forcetab = 'Ticket$2';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Your tickets to close'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "observed":
$options['criteria'][0]['field'] = 66; // users_id
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = Session::getLoginUserID();
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 12; // status
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = 'notold';
$options['criteria'][1]['link'] = 'AND';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Your observed tickets'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "survey":
$options['criteria'][0]['field'] = 12; // status
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = self::CLOSED;
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 60; // enquete generee
$options['criteria'][1]['searchtype'] = 'contains';
$options['criteria'][1]['value'] = '^';
$options['criteria'][1]['link'] = 'AND';
$options['criteria'][2]['field'] = 61; // date_answered
$options['criteria'][2]['searchtype'] = 'contains';
$options['criteria'][2]['value'] = 'NULL';
$options['criteria'][2]['link'] = 'AND';
if (Session::haveRight('ticket', Ticket::SURVEY)) {
$options['criteria'][3]['field'] = 22; // author
$options['criteria'][3]['searchtype'] = 'equals';
$options['criteria'][3]['value'] = Session::getLoginUserID();
$options['criteria'][3]['link'] = 'AND';
} else {
$options['criteria'][3]['field'] = 4; // requester
$options['criteria'][3]['searchtype'] = 'equals';
$options['criteria'][3]['value'] = Session::getLoginUserID();
$options['criteria'][3]['link'] = 'AND';
}
$forcetab = 'Ticket$3';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Satisfaction survey'), $displayed_row_count, $total_row_count) . "</a>";
break;
case "requestbyself":
default:
$options['criteria'][0]['field'] = 4; // users_id
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = Session::getLoginUserID();
$options['criteria'][0]['link'] = 'AND';
$options['criteria'][1]['field'] = 12; // status
$options['criteria'][1]['searchtype'] = 'equals';
$options['criteria'][1]['value'] = 'notold';
$options['criteria'][1]['link'] = 'AND';
$main_header = "<a href=\"" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "\">" .
Html::makeTitle(__('Your tickets in progress'), $displayed_row_count, $total_row_count) . "</a>";
}
}
$twig_params = [
'class' => 'table table-borderless table-striped table-hover card-table',
'header_rows' => [
[
[
'colspan' => 4,
'content' => $main_header
]
],
[
[
'content' => __('ID'),
'style' => 'width: 75px'
],
[
'content' => _n('Requester', 'Requesters', 1),
'style' => 'width: 20%'
],
[
'content' => _n('Associated element', 'Associated elements', Session::getPluralNumber()),
'style' => 'width: 20%'
],
__('Description')
]
],
'rows' => []
];
$i = 0;
foreach ($iterator as $data) {
$showprivate = false;
if (Session::haveRight('followup', ITILFollowup::SEEPRIVATE)) {
$showprivate = true;
}
$job = new self();
$rand = mt_rand();
$row = [
'values' => []
];
if ($job->getFromDBwithData($data['id'], 0)) {
$bgcolor = $_SESSION["glpipriority_" . $job->fields["priority"]];
$name = sprintf(__('%1$s: %2$s'), __('ID'), $job->fields["id"]);
$row['values'][] = [
'class' => 'priority_block',
'content' => "<span style='background: $bgcolor'></span> $name"
];
$requesters = [];
if (
isset($job->users[CommonITILActor::REQUESTER])
&& count($job->users[CommonITILActor::REQUESTER])
) {
foreach ($job->users[CommonITILActor::REQUESTER] as $d) {
if ($d["users_id"] > 0) {
$userdata = getUserName($d["users_id"], 2);
$name = '<i class="fas fa-sm fa-fw fa-user text-muted me-1"></i>' .
$userdata['name'];
$requesters[] = $name;
} else {
$requesters[] = '<i class="fas fa-sm fa-fw fa-envelope text-muted me-1"></i>' .
$d['alternative_email'];
}
}
}
if (
isset($job->groups[CommonITILActor::REQUESTER])
&& count($job->groups[CommonITILActor::REQUESTER])
) {
foreach ($job->groups[CommonITILActor::REQUESTER] as $d) {
$requesters[] = '<i class="fas fa-sm fa-fw fa-users text-muted me-1"></i>' .
Dropdown::getDropdownName("glpi_groups", $d["groups_id"]);
}
}
$row['values'][] = implode('<br>', $requesters);
$associated_elements = [];
if (!empty($job->hardwaredatas)) {
foreach ($job->hardwaredatas as $hardwaredatas) {
if ($hardwaredatas->canView()) {
$associated_elements[] = $hardwaredatas->getTypeName() . " - " . "<span class='b'>" . $hardwaredatas->getLink() . "</span>";
} else if ($hardwaredatas) {
$associated_elements[] = $hardwaredatas->getTypeName() . " - " . "<span class='b'>" . $hardwaredatas->getNameID() . "</span>";
}
}
} else {
$associated_elements[] = __('General');
}
$row['values'][] = implode('<br>', $associated_elements);
$link = "<a id='ticket" . $job->fields["id"] . $rand . "' href='" . Ticket::getFormURLWithID($job->fields["id"]);
if ($forcetab != '') {
$link .= "&forcetab=" . $forcetab;
}
$link .= "'>";
$link .= "<span class='b'>" . $job->getNameID() . "</span></a>";
$link = sprintf(
__('%1$s (%2$s)'),
$link,
sprintf(
__('%1$s - %2$s'),
$job->numberOfFollowups($showprivate),
$job->numberOfTasks($showprivate)
)
);
$link = sprintf(
__('%1$s %2$s'),
$link,
Html::showToolTip(
RichText::getEnhancedHtml($job->fields['content']),
['applyto' => 'ticket' . $job->fields["id"] . $rand,
'display' => false
]
)
);
$row['values'][] = $link;
} else {
$row['class'] = 'tab_bg_2';
$row['values'] = [
[
'colspan' => 6,
'content' => "<i>" . __('No ticket in progress.') . "</i>"
]
];
}
$twig_params['rows'][] = $row;
$i++;
if ($i == $displayed_row_count) {
break;
}
}
$output = TemplateRenderer::getInstance()->render('components/table.html.twig', $twig_params);
if ($display) {
echo $output;
} else {
return $output;
}
}
}
/**
* Get tickets count
*
* @param boolean $foruser Only for current login user as requester (false by default)
* @param boolean $display il false return html
**/
public static function showCentralCount(bool $foruser = false, bool $display = true)
{
global $DB, $CFG_GLPI;
// show a tab with count of jobs in the central and give link
if (!Session::haveRight(self::$rightname, self::READALL) && !self::canCreate()) {
return false;
}
if (!Session::haveRight(self::$rightname, self::READALL)) {
$foruser = true;
}
$table = self::getTable();
$criteria = [
'SELECT' => [
'glpi_tickets.status',
'COUNT DISTINCT' => ["$table.id AS COUNT"],
],
'FROM' => $table,
'WHERE' => getEntitiesRestrictCriteria($table),
'GROUPBY' => 'status'
];
if ($foruser) {
$criteria['LEFT JOIN'] = [
'glpi_tickets_users' => [
'ON' => [
'glpi_tickets_users' => 'tickets_id',
$table => 'id', [
'AND' => [
'glpi_tickets_users.type' => CommonITILActor::REQUESTER
]
]
]
],
'glpi_ticketvalidations' => [
'ON' => [
'glpi_ticketvalidations' => 'tickets_id',
$table => 'id'
]
]
];
if (
Session::haveRight(self::$rightname, self::READGROUP)
&& isset($_SESSION["glpigroups"])
&& count($_SESSION["glpigroups"])
) {
$criteria['LEFT JOIN']['glpi_groups_tickets'] = [
'ON' => [
'glpi_groups_tickets' => 'tickets_id',
$table => 'id', [
'AND' => ['glpi_groups_tickets.type' => CommonITILActor::REQUESTER]
]
]
];
}
}
if ($foruser) {
$ORWHERE = ['OR' => [
'glpi_tickets_users.users_id' => Session::getLoginUserID(),
'glpi_tickets.users_id_recipient' => Session::getLoginUserID(),
'glpi_ticketvalidations.users_id_validate' => Session::getLoginUserID()
]
];
if (
Session::haveRight(self::$rightname, self::READGROUP)
&& isset($_SESSION["glpigroups"])
&& count($_SESSION["glpigroups"])
) {
$ORWHERE['OR']['glpi_groups_tickets.groups_id'] = $_SESSION['glpigroups'];
}
$criteria['WHERE'][] = $ORWHERE;
}
$deleted_criteria = $criteria;
$criteria['WHERE']['glpi_tickets.is_deleted'] = 0;
$deleted_criteria['WHERE']['glpi_tickets.is_deleted'] = 1;
$iterator = $DB->request($criteria);
$deleted_iterator = $DB->request($deleted_criteria);
$status = [];
foreach (self::getAllStatusArray() as $key => $val) {
$status[$key] = 0;
}
foreach ($iterator as $data) {
$status[$data["status"]] = $data["COUNT"];
}
$number_deleted = 0;
foreach ($deleted_iterator as $data) {
$number_deleted += $data["COUNT"];
}
$options = [
'criteria' => [],
'reset' => 'reset',
];
$options['criteria'][0]['field'] = 12;
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = 'process';
$options['criteria'][0]['link'] = 'AND';
$twig_params = [
'title' => [
'text' => self::getTypeName(Session::getPluralNumber()),
'link' => self::getSearchURL() . "?" . Toolbox::append_params($options),
'icon' => self::getIcon(),
],
'items' => []
];
if (Session::getCurrentInterface() != "central") {
$twig_params['title']['button'] = [
'link' => $CFG_GLPI["root_doc"] . '/front/helpdesk.public.php?create_ticket=1',
'text' => __('Create a ticket'),
'icon' => 'ti ti-plus',
];
}
if (Session::haveRightsOr('ticketvalidation', TicketValidation::getValidateRights())) {
$number_waitapproval = TicketValidation::getNumberToValidate(Session::getLoginUserID());
$opt = [
'criteria' => [],
'reset' => 'reset',
];
$opt['criteria'][0]['field'] = 55; // validation status
$opt['criteria'][0]['searchtype'] = 'equals';
$opt['criteria'][0]['value'] = CommonITILValidation::WAITING;
$opt['criteria'][0]['link'] = 'AND';
$opt['criteria'][1]['field'] = 59; // validation aprobator
$opt['criteria'][1]['searchtype'] = 'equals';
$opt['criteria'][1]['value'] = Session::getLoginUserID();
$opt['criteria'][1]['link'] = 'AND';
$twig_params['items'][] = [
'link' => self::getSearchURL() . "?" . Toolbox::append_params($opt),
'text' => __('Tickets waiting for your approval'),
'icon' => 'fas fa-check',
'count' => $number_waitapproval
];
}
foreach ($status as $key => $val) {
$options['criteria'][0]['value'] = $key;
$twig_params['items'][] = [
'link' => self::getSearchURL() . "?" . Toolbox::append_params($options),
'text' => self::getStatus($key),
'icon' => self::getStatusClass($key),
'count' => $val
];
}
$options['criteria'][0]['value'] = 'all';
$options['is_deleted'] = 1;
$twig_params['items'][] = [
'link' => self::getSearchURL() . "?" . Toolbox::append_params($options),
'text' => __('Deleted'),
'icon' => 'fas fa-trash bg-red-lt',
'count' => $number_deleted
];
$output = TemplateRenderer::getInstance()->render('central/lists/itemtype_count.html.twig', $twig_params);
if ($display) {
echo $output;
} else {
return $output;
}
}
public static function showCentralNewList()
{
global $DB;
if (!Session::haveRight(self::$rightname, self::READALL)) {
return false;
}
$criteria = self::getCommonCriteria();
$criteria['WHERE'] = [
'status' => self::INCOMING,
'is_deleted' => 0
] + getEntitiesRestrictCriteria(self::getTable());
$criteria['LIMIT'] = (int)$_SESSION['glpilist_limit'];
$iterator = $DB->request($criteria);
$number = count($iterator);
if ($number > 0) {
Session::initNavigateListItems('Ticket');
$options = [
'criteria' => [],
'reset' => 'reset',
];
$options['criteria'][0]['field'] = 12;
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = self::INCOMING;
$options['criteria'][0]['link'] = 'AND';
echo "<div class='center'><table class='tab_cadre_fixe' style='min-width: 85%'>";
//TRANS: %d is the number of new tickets
echo "<tr><th colspan='12'>" . sprintf(_n('%d new ticket', '%d new tickets', $number), $number);
echo "<a href='" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "'>" . __('Show all') . "</a>";
echo "</th></tr>";
self::commonListHeader(Search::HTML_OUTPUT);
foreach ($iterator as $data) {
Session::addToNavigateListItems('Ticket', $data["id"]);
self::showShort($data["id"]);
}
echo "</table></div>";
} else {
echo "<div class='center'>";
echo "<table class='tab_cadre_fixe' style='min-width: 85%'>";
echo "<tr><th>" . __('No ticket found.') . "</th></tr>";
echo "</table>";
echo "</div><br>";
}
}
/**
* Display tickets for an item
*
* Will also display tickets of linked items
*
* @param CommonDBTM $item CommonDBTM object
* @param integer $withtemplate (default 0)
*
* @return void (display a table)
**/
public static function showListForItem(CommonDBTM $item, $withtemplate = 0)
{
global $DB;
if (
!Session::haveRightsOr(
self::$rightname,
[self::READALL, self::READMY, self::READASSIGN, CREATE]
)
) {
return false;
}
if ($item->isNewID($item->getID())) {
return false;
}
$criteria = self::getCommonCriteria();
$restrict = [];
$options = [
'criteria' => [],
'reset' => 'reset',
];
switch ($item->getType()) {
case 'User':
$restrict['glpi_tickets_users.users_id'] = $item->getID();
$restrict['glpi_tickets_users.type'] = CommonITILActor::REQUESTER;
$options['criteria'][0]['field'] = 4; // status
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = $item->getID();
$options['criteria'][0]['link'] = 'AND';
break;
case 'SLA':
$restrict[] = [
'OR' => [
'slas_id_tto' => $item->getID(),
'slas_id_ttr' => $item->getID()
]
];
$criteria['ORDERBY'] = 'glpi_tickets.time_to_resolve DESC';
$options['criteria'][0]['field'] = 30;
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = $item->getID();
$options['criteria'][0]['link'] = 'AND';
break;
case 'OLA':
$restrict[] = [
'OR' => [
'olas_id_tto' => $item->getID(),
'olas_id_ttr' => $item->getID()
]
];
$criteria['ORDERBY'] = 'glpi_tickets.internal_time_to_resolve DESC';
$options['criteria'][0]['field'] = 30;
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = $item->getID();
$options['criteria'][0]['link'] = 'AND';
break;
case 'Supplier':
$restrict['glpi_suppliers_tickets.suppliers_id'] = $item->getID();
$restrict['glpi_suppliers_tickets.type'] = CommonITILActor::ASSIGN;
$options['criteria'][0]['field'] = 6;
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = $item->getID();
$options['criteria'][0]['link'] = 'AND';
break;
case 'Group':
// Mini search engine
if ($item->haveChildren()) {
$tree = Session::getSavedOption(__CLASS__, 'tree', 0);
echo "<table class='tab_cadre_fixe'>";
echo "<tr class='tab_bg_1'><th>" . __('Last tickets') . "</th></tr>";
echo "<tr class='tab_bg_1'><td class='center'>";
echo __('Child groups') . " ";
Dropdown::showYesNo(
'tree',
$tree,
-1,
['on_change' => 'reloadTab("start=0&tree="+this.value)']
);
} else {
$tree = 0;
}
echo "</td></tr></table>";
$restrict['glpi_groups_tickets.groups_id'] = ($tree ? getSonsOf('glpi_groups', $item->getID()) : $item->getID());
$restrict['glpi_groups_tickets.type'] = CommonITILActor::REQUESTER;
$options['criteria'][0]['field'] = 71;
$options['criteria'][0]['searchtype'] = ($tree ? 'under' : 'equals');
$options['criteria'][0]['value'] = $item->getID();
$options['criteria'][0]['link'] = 'AND';
break;
default:
$restrict['glpi_items_tickets.items_id'] = $item->getID();
$restrict['glpi_items_tickets.itemtype'] = $item->getType();
// you can only see your tickets
if (!Session::haveRight(self::$rightname, self::READALL)) {
$or = [
'glpi_tickets.users_id_recipient' => Session::getLoginUserID(),
[
'AND' => [
'glpi_tickets_users.tickets_id' => new \QueryExpression('glpi_tickets.id'),
'glpi_tickets_users.users_id' => Session::getLoginUserID()
]
]
];
if (count($_SESSION['glpigroups'])) {
$or['glpi_groups_tickets.groups_id'] = $_SESSION['glpigroups'];
}
$restrict[] = ['OR' => $or];
}
$options['criteria'][0]['field'] = 12;
$options['criteria'][0]['searchtype'] = 'equals';
$options['criteria'][0]['value'] = 'all';
$options['criteria'][0]['link'] = 'AND';
$options['metacriteria'][0]['itemtype'] = $item->getType();
$options['metacriteria'][0]['field'] = Search::getOptionNumber(
$item->getType(),
'id'
);
$options['metacriteria'][0]['searchtype'] = 'equals';
$options['metacriteria'][0]['value'] = $item->getID();
$options['metacriteria'][0]['link'] = 'AND';
break;
}
$criteria['WHERE'] = $restrict + getEntitiesRestrictCriteria(self::getTable());
$criteria['WHERE']['glpi_tickets.is_deleted'] = 0;
$criteria['LIMIT'] = (int)$_SESSION['glpilist_limit'];
$iterator = $DB->request($criteria);
$number = count($iterator);
$colspan = 11;
if (count($_SESSION["glpiactiveentities"]) > 1) {
$colspan++;
}
// Ticket for the item
// Link to open a new ticket
if (
$item->getID()
&& !$item->isDeleted()
&& Ticket::isPossibleToAssignType($item->getType())
&& self::canCreate()
&& !(!empty($withtemplate) && ($withtemplate == 2))
&& (!isset($item->fields['is_template']) || ($item->fields['is_template'] == 0))
) {
echo "<div class='firstbloc'>";
Html::showSimpleForm(
Ticket::getFormURL(),
'_add_fromitem',
__('New ticket for this item...'),
['itemtype' => $item->getType(),
'items_id' => $item->getID()
]
);
echo "</div>";
}
if (
$item->getID()
&& ($item->getType() == 'User')
&& self::canCreate()
&& !(!empty($withtemplate) && ($withtemplate == 2))
) {
echo "<div class='firstbloc'>";
Html::showSimpleForm(
Ticket::getFormURL(),
'_add_fromitem',
__('New ticket for this item...'),
['_users_id_requester' => $item->getID()]
);
echo "</div>";
}
echo "<div class='table-responsive'>";
if ($number > 0) {
echo "<table class='tab_cadre_fixehov'>";
if (Session::haveRight(self::$rightname, self::READALL)) {
Session::initNavigateListItems(
'Ticket',
//TRANS : %1$s is the itemtype name, %2$s is the name of the item (used for headings of a list)
sprintf(
__('%1$s = %2$s'),
$item->getTypeName(1),
$item->getName()
)
);
echo "<tr class='noHover'><th colspan='$colspan'>";
$title = sprintf(_n('Last %d ticket', 'Last %d tickets', $number), $number);
$link = "<a href='" . Ticket::getSearchURL() . "?" .
Toolbox::append_params($options, '&') . "'>" . __('Show all') . "</a>";
$title = printf(__('%1$s (%2$s)'), $title, $link);
echo "</th></tr>";
} else {
echo "<tr><th colspan='$colspan'>" . __("You don't have right to see all tickets") . "</th></tr>";
}
} else {
echo "<table class='tab_cadre_fixe'>";
echo "<tr><th>" . __('No ticket found.') . "</th></tr>";
}
// Ticket list
if ($number > 0) {
self::commonListHeader(Search::HTML_OUTPUT);
foreach ($iterator as $data) {
Session::addToNavigateListItems('Ticket', $data["id"]);
self::showShort($data["id"]);
}
self::commonListHeader(Search::HTML_OUTPUT);
}
echo "</table></div>";
// Tickets for linked items
$linkeditems = $item->getLinkedItems();
$restrict = [];
if (count($linkeditems)) {
foreach ($linkeditems as $ltype => $tab) {
foreach ($tab as $lID) {
$restrict[] = ['AND' => ['itemtype' => $ltype, 'items_id' => $lID]];
}
}
}
if (
count($restrict)
&& Session::haveRight(self::$rightname, self::READALL)
) {
$criteria = self::getCommonCriteria();
$criteria['WHERE'] = ['OR' => $restrict]
+ getEntitiesRestrictCriteria(self::getTable());
$iterator = $DB->request($criteria);
$number = count($iterator);
echo "<div class='spaced table-responsive'><table class='tab_cadre_fixe'>";
echo "<tr><th colspan='12'>";
echo _n('Ticket on linked items', 'Tickets on linked items', $number);
echo "</th></tr>";
if ($number > 0) {
self::commonListHeader(Search::HTML_OUTPUT);
foreach ($iterator as $data) {
// Session::addToNavigateListItems(TRACKING_TYPE,$data["id"]);
self::showShort($data["id"]);
}
self::commonListHeader(Search::HTML_OUTPUT);
} else {
echo "<tr><th>" . __('No ticket found.') . "</th></tr>";
}
echo "</table></div>";
}
}
/**
* @param $ID
* @param $forcetab string name of the tab to force at the display (default '')
**/
public static function showVeryShort($ID, $forcetab = '')
{
// Prints a job in short form
// Should be called in a <table>-segment
// Print links or not in case of user view
// Make new job object and fill it from database, if success, print it
$showprivate = false;
if (Session::haveRight('followup', ITILFollowup::SEEPRIVATE)) {
$showprivate = true;
}
$job = new self();
$rand = mt_rand();
if ($job->getFromDBwithData($ID)) {
$bgcolor = $_SESSION["glpipriority_" . $job->fields["priority"]];
$name = sprintf(__('%1$s: %2$s'), __('ID'), $job->fields["id"]);
// $rand = mt_rand();
echo "<tr class='tab_bg_2'>";
echo "<td>
<div class='priority_block' style='border-color: $bgcolor'>
<span style='background: $bgcolor'></span> $name
</div>
</td>";
echo "<td>";
if (
isset($job->users[CommonITILActor::REQUESTER])
&& count($job->users[CommonITILActor::REQUESTER])
) {
foreach ($job->users[CommonITILActor::REQUESTER] as $d) {
if ($d["users_id"] > 0) {
$userdata = getUserName($d["users_id"], 2);
$name = "<span class='b'>" . $userdata['name'] . "</span>";
$name = sprintf(
__('%1$s %2$s'),
$name,
Html::showToolTip(
$userdata["comment"],
['link' => $userdata["link"],
'display' => false
]
)
);
echo $name;
} else {
echo $d['alternative_email'] . " ";
}
echo "<br>";
}
}
if (
isset($job->groups[CommonITILActor::REQUESTER])
&& count($job->groups[CommonITILActor::REQUESTER])
) {
foreach ($job->groups[CommonITILActor::REQUESTER] as $d) {
echo Dropdown::getDropdownName("glpi_groups", $d["groups_id"]);
echo "<br>";
}
}
echo "</td>";
echo "<td>";
if (!empty($job->hardwaredatas)) {
foreach ($job->hardwaredatas as $hardwaredatas) {
if ($hardwaredatas->canView()) {
echo $hardwaredatas->getTypeName() . " - ";
echo "<span class='b'>" . $hardwaredatas->getLink() . "</span><br/>";
} else if ($hardwaredatas) {
echo $hardwaredatas->getTypeName() . " - ";
echo "<span class='b'>" . $hardwaredatas->getNameID() . "</span><br/>";
}
}
} else {
echo __('General');
}
echo "<td>";
$link = "<a id='ticket" . $job->fields["id"] . $rand . "' href='" . Ticket::getFormURLWithID($job->fields["id"]);
if ($forcetab != '') {
$link .= "&forcetab=" . $forcetab;
}
$link .= "'>";
$link .= "<span class='b'>" . $job->getNameID() . "</span></a>";
$link = sprintf(
__('%1$s (%2$s)'),
$link,
sprintf(
__('%1$s - %2$s'),
$job->numberOfFollowups($showprivate),
$job->numberOfTasks($showprivate)
)
);
$link = printf(
__('%1$s %2$s'),
$link,
Html::showToolTip(
RichText::getEnhancedHtml($job->fields['content']),
['applyto' => 'ticket' . $job->fields["id"] . $rand,
'display' => false
]
)
);
echo "</td>";
// Finish Line
echo "</tr>";
} else {
echo "<tr class='tab_bg_2'>";
echo "<td colspan='6' ><i>" . __('No ticket in progress.') . "</i></td></tr>";
}
}
public static function getCommonCriteria()
{
$criteria = parent::getCommonCriteria();
$criteria['LEFT JOIN']['glpi_tickettasks'] = [
'ON' => [
self::getTable() => 'id',
'glpi_tickettasks' => 'tickets_id'
]
];
return $criteria;
}
/**
* @param $output
**/
public static function showPreviewAssignAction($output)
{
//If ticket is assign to an object, display this information first
if (
isset($output["entities_id"])
&& isset($output["items_id"])
&& isset($output["itemtype"])
) {
if ($item = getItemForItemtype($output["itemtype"])) {
if ($item->getFromDB($output["items_id"])) {
echo "<tr class='tab_bg_2'>";
echo "<td>" . __('Assign equipment') . "</td>";
echo "<td>" . $item->getLink(['comments' => true]) . "</td>";
echo "</tr>";
}
}
unset($output["items_id"]);
unset($output["itemtype"]);
}
unset($output["entities_id"]);
return $output;
}
/**
* Give cron information
*
* @param string $name Task's name
*
* @return array Array of information
**/
public static function cronInfo($name)
{
switch ($name) {
case 'closeticket':
return ['description' => __('Automatic tickets closing')];
case 'alertnotclosed':
return ['description' => __('Not solved tickets')];
case 'createinquest':
return ['description' => __('Generation of satisfaction surveys')];
case 'purgeticket':
return ['description' => __('Automatic closed tickets purge')];
}
return [];
}
/**
* Cron for ticket's automatic close
*
* @param CronTask $task
*
* @return integer (0 : nothing done - 1 : done)
**/
public static function cronCloseTicket($task)
{
global $DB;
$ticket = new self();
// Recherche des entit??s
$tot = 0;
$entities = $DB->request(
[
'SELECT' => 'id',
'FROM' => Entity::getTable(),
]
);
foreach ($entities as $entity) {
$delay = Entity::getUsedConfig('autoclose_delay', $entity['id'], '', Entity::CONFIG_NEVER);
if ($delay >= 0) {
$criteria = [
'FROM' => self::getTable(),
'WHERE' => [
'entities_id' => $entity['id'],
'status' => self::SOLVED,
'is_deleted' => 0
]
];
if ($delay > 0) {
$calendars_id = Entity::getUsedConfig(
'calendars_strategy',
$entity['id'],
'calendars_id',
0
);
$calendar = new Calendar();
if ($calendars_id > 0 && $calendar->getFromDB($calendars_id) && $calendar->hasAWorkingDay()) {
$end_date = $calendar->computeEndDate(
date('Y-m-d H:i:s'),
- $delay * DAY_TIMESTAMP,
0,
true
);
$criteria['WHERE']['solvedate'] = ['<=', $end_date];
} else {
// no calendar, remove all days
$criteria['WHERE'][] = new \QueryExpression(
"ADDDATE(" . $DB->quoteName('solvedate') . ", INTERVAL $delay DAY) < NOW()"
);
}
}
$nb = 0;
$iterator = $DB->request($criteria);
foreach ($iterator as $tick) {
$ticket->update([
'id' => $tick['id'],
'status' => self::CLOSED,
'_auto_update' => true
]);
$nb++;
}
if ($nb) {
$tot += $nb;
$task->addVolume($nb);
$task->log(Dropdown::getDropdownName('glpi_entities', $entity['id']) . " : $nb");
}
}
}
return ($tot > 0 ? 1 : 0);
}
/**
* Cron for alert old tickets which are not solved
*
* @param CronTask $task
*
* @return integer (0 : nothing done - 1 : done)
**/
public static function cronAlertNotClosed($task)
{
global $DB, $CFG_GLPI;
if (!$CFG_GLPI["use_notifications"]) {
return 0;
}
// Recherche des entit??s
$tot = 0;
foreach (Entity::getEntitiesToNotify('notclosed_delay') as $entity => $value) {
$iterator = $DB->request([
'FROM' => self::getTable(),
'WHERE' => [
'entities_id' => $entity,
'is_deleted' => 0,
'status' => [
self::INCOMING,
self::ASSIGNED,
self::PLANNED,
self::WAITING
],
'closedate' => null,
new QueryExpression("ADDDATE(" . $DB->quoteName('date') . ", INTERVAL $value DAY) < NOW()")
]
]);
$tickets = [];
foreach ($iterator as $tick) {
$tickets[] = $tick;
}
if (!empty($tickets)) {
if (
NotificationEvent::raiseEvent(
'alertnotclosed',
new self(),
['items' => $tickets,
'entities_id' => $entity
]
)
) {
$tot += count($tickets);
$task->addVolume(count($tickets));
$task->log(sprintf(
__('%1$s: %2$s'),
Dropdown::getDropdownName('glpi_entities', $entity),
count($tickets)
));
}
}
}
return ($tot > 0 ? 1 : 0);
}
/**
* Cron for ticketsatisfaction's automatic generated
*
* @param CronTask $task
*
* @return integer (0 : nothing done - 1 : done)
**/
public static function cronCreateInquest($task)
{
global $DB;
$conf = new Entity();
$inquest = new TicketSatisfaction();
$tot = 0;
$maxentity = [];
$tabentities = [];
$rate = Entity::getUsedConfig('inquest_config', 0, 'inquest_rate');
if ($rate > 0) {
$tabentities[0] = $rate;
}
foreach ($DB->request('glpi_entities') as $entity) {
$rate = Entity::getUsedConfig('inquest_config', $entity['id'], 'inquest_rate');
$parent = Entity::getUsedConfig('inquest_config', $entity['id'], 'entities_id');
if ($rate > 0) {
$tabentities[$entity['id']] = $rate;
}
}
foreach ($tabentities as $entity => $rate) {
$parent = Entity::getUsedConfig('inquest_config', $entity, 'entities_id');
$delay = Entity::getUsedConfig('inquest_config', $entity, 'inquest_delay');
$duration = Entity::getUsedConfig('inquest_config', $entity, 'inquest_duration');
$type = Entity::getUsedConfig('inquest_config', $entity);
$max_closedate = Entity::getUsedConfig('inquest_config', $entity, 'max_closedate');
$table = self::getTable();
$iterator = $DB->request([
'SELECT' => [
"$table.id",
"$table.closedate",
"$table.entities_id"
],
'FROM' => $table,
'LEFT JOIN' => [
'glpi_ticketsatisfactions' => [
'ON' => [
'glpi_ticketsatisfactions' => 'tickets_id',
'glpi_tickets' => 'id'
]
],
'glpi_entities' => [
'ON' => [
'glpi_tickets' => 'entities_id',
'glpi_entities' => 'id'
]
]
],
'WHERE' => [
"$table.entities_id" => $entity,
"$table.is_deleted" => 0,
"$table.status" => self::CLOSED,
"$table.closedate" => ['>', $max_closedate],
new QueryExpression("ADDDATE(" . $DB->quoteName("$table.closedate") . ", INTERVAL $delay DAY) <= NOW()"),
new QueryExpression("ADDDATE(" . $DB->quoteName("glpi_entities.max_closedate") . ", INTERVAL $duration DAY) <= NOW()"),
"glpi_ticketsatisfactions.id" => null
],
'ORDERBY' => 'closedate ASC'
]);
$nb = 0;
$max_closedate = '';
foreach ($iterator as $tick) {
$max_closedate = $tick['closedate'];
if (mt_rand(1, 100) <= $rate) {
if (
$inquest->add(['tickets_id' => $tick['id'],
'date_begin' => $_SESSION["glpi_currenttime"],
'entities_id' => $tick['entities_id'],
'type' => $type
])
) {
$nb++;
}
}
}
// conservation de toutes les max_closedate des entites filles
if (
!empty($max_closedate)
&& (!isset($maxentity[$parent])
|| ($max_closedate > $maxentity[$parent]))
) {
$maxentity[$parent] = $max_closedate;
}
if ($nb) {
$tot += $nb;
$task->addVolume($nb);
$task->log(sprintf(
__('%1$s: %2$s'),
Dropdown::getDropdownName('glpi_entities', $entity),
$nb
));
}
}
// Sauvegarde du max_closedate pour ne pas tester les m??me tickets 2 fois
foreach ($maxentity as $parent => $maxdate) {
$conf->getFromDB($parent);
$conf->update(['id' => $conf->fields['id'],
//'entities_id' => $parent,
'max_closedate' => $maxdate
]);
}
return ($tot > 0 ? 1 : 0);
}
/**
* Cron for ticket's automatic purge
*
* @param CronTask $task CronTask object
*
* @return integer (0 : nothing done - 1 : done)
**/
public static function cronPurgeTicket(CronTask $task)
{
global $DB;
$ticket = new self();
//search entities
$tot = 0;
$entities = $DB->request(
[
'SELECT' => 'id',
'FROM' => Entity::getTable(),
]
);
foreach ($entities as $entity) {
$delay = Entity::getUsedConfig('autopurge_delay', $entity['id'], '', Entity::CONFIG_NEVER);
if ($delay >= 0) {
$criteria = [
'FROM' => $ticket->getTable(),
'WHERE' => [
'entities_id' => $entity['id'],
'status' => $ticket->getClosedStatusArray(),
]
];
if ($delay > 0) {
// remove all days
$criteria['WHERE'][] = new \QueryExpression("ADDDATE(`closedate`, INTERVAL " . $delay . " DAY) < NOW()");
}
$iterator = $DB->request($criteria);
$nb = 0;
foreach ($iterator as $tick) {
$ticket->delete(
[
'id' => $tick['id'],
'_auto_update' => true
],
true
);
$nb++;
}
if ($nb) {
$tot += $nb;
$task->addVolume($nb);
$task->log(Dropdown::getDropdownName('glpi_entities', $entity['id']) . " : $nb");
}
}
}
return ($tot > 0 ? 1 : 0);
}
/**
* Display debug information for current object
**/
public function showDebug()
{
NotificationEvent::debugEvent($this);
}
/**
* @since 0.85
*
* @see commonDBTM::getRights()
**/
public function getRights($interface = 'central')
{
$values = parent::getRights();
unset($values[READ]);
$values[self::READMY] = __('See my ticket');
//TRANS: short for : See tickets created by my groups
$values[self::READGROUP] = ['short' => __('See group ticket'),
'long' => __('See tickets created by my groups')
];
if ($interface == 'central') {
$values[self::READALL] = __('See all tickets');
//TRANS: short for : See assigned tickets (group associated)
$values[self::READASSIGN] = ['short' => __('See assigned'),
'long' => __('See assigned tickets')
];
//TRANS: short for : Assign a ticket
$values[self::ASSIGN] = ['short' => __('Assign'),
'long' => __('Assign a ticket')
];
//TRANS: short for : Steal a ticket
$values[self::STEAL] = ['short' => __('Steal'),
'long' => __('Steal a ticket')
];
//TRANS: short for : To be in charge of a ticket
$values[self::OWN] = ['short' => __('Beeing in charge'),
'long' => __('To be in charge of a ticket')
];
$values[self::CHANGEPRIORITY] = __('Change the priority');
$values[self::SURVEY] = ['short' => __('Approve solution/Reply survey (my ticket)'),
'long' => __('Approve solution and reply to survey for ticket created by me')
];
}
if ($interface == 'helpdesk') {
unset($values[UPDATE], $values[DELETE], $values[PURGE]);
}
return $values;
}
/**
* Convert img of the collector for ticket
*
* @since 0.85
*
* @param string $html html content of input
* @param array $files filenames
* @param array $tags image tags
*
* @return string html content
**/
public static function convertContentForTicket($html, $files, $tags)
{
preg_match_all("/src\s*=\s*['|\"](.+?)['|\"]/", $html, $matches, PREG_PATTERN_ORDER);
if (isset($matches[1]) && count($matches[1])) {
// Get all image src
foreach ($matches[1] as $src) {
// Set tag if image matches
foreach ($files as $data => $filename) {
if (preg_match("/" . $data . "/i", $src)) {
$html = preg_replace("/<img[^>]*src=['|\"]" . preg_quote($src, '/') . "['|\"][^>]*\>/s", "<p>" . Document::getImageTag($tags[$filename]) . "</p>", $html);
}
}
}
}
return $html;
}
/**
* Get correct Calendar: Entity or Sla
*
* @since 0.90.4
*
**/
public function getCalendar()
{
if (isset($this->fields['slas_id_ttr']) && $this->fields['slas_id_ttr'] > 0) {
$sla = new SLA();
if ($sla->getFromDB($this->fields['slas_id_ttr'])) {
if (!$sla->fields['use_ticket_calendar']) {
return $sla->getField('calendars_id');
}
}
}
return parent::getCalendar();
}
/**
* Select a field using standard system
*
* @since 9.1
*/
public function getValueToSelect($field_id_or_search_options, $name = '', $values = '', $options = [])
{
if (isset($field_id_or_search_options['linkfield'])) {
switch ($field_id_or_search_options['linkfield']) {
case 'requesttypes_id':
if (isset($field_id_or_search_options['joinparams']) && Toolbox::in_array_recursive('glpi_itilfollowups', $field_id_or_search_options['joinparams'])) {
$opt = ['is_itilfollowup' => 1];
} else {
$opt = [
'OR' => [
'is_mail_default' => 1,
'is_ticketheader' => 1
]
];
}
if ($field_id_or_search_options['linkfield'] == $name) {
$opt['is_active'] = 1;
}
if (isset($options['condition'])) {
if (!is_array($options['condition'])) {
$options['condition'] = [$options['condition']];
}
$opt = array_merge($opt, $options['condition']);
}
$options['condition'] = $opt;
break;
}
}
return parent::getValueToSelect($field_id_or_search_options, $name, $values, $options);
}
public function showStatsDates()
{
$now = time();
$date_creation = strtotime($this->fields['date'] ?? '');
$date_takeintoaccount = $date_creation + $this->fields['takeintoaccount_delay_stat'];
if ($date_takeintoaccount == $date_creation) {
$date_takeintoaccount = 0;
}
$internal_time_to_own = strtotime($this->fields['internal_time_to_own'] ?? '');
$time_to_own = strtotime($this->fields['time_to_own'] ?? '');
$internal_time_to_resolve = strtotime($this->fields['internal_time_to_resolve'] ?? '');
$time_to_resolve = strtotime($this->fields['time_to_resolve'] ?? '');
$solvedate = strtotime($this->fields['solvedate'] ?? '');
$closedate = strtotime($this->fields['closedate'] ?? '');
$goal_takeintoaccount = ($date_takeintoaccount > 0 ? $date_takeintoaccount : $now);
$goal_solvedate = ($solvedate > 0 ? $solvedate : $now);
$sla = new SLA();
$ola = new OLA();
$sla_tto_link =
$sla_ttr_link =
$ola_tto_link =
$ola_ttr_link = "";
if ($sla->getFromDB($this->fields['slas_id_tto'])) {
$sla_tto_link = "<a href='" . $sla->getLinkURL() . "'>
<i class='fas fa-stopwatch slt' title='" . $sla->getName() . "'></i></a>";
}
if ($sla->getFromDB($this->fields['slas_id_ttr'])) {
$sla_ttr_link = "<a href='" . $sla->getLinkURL() . "'>
<i class='fas fa-stopwatch slt' title='" . $sla->getName() . "'></i></a>";
}
if ($ola->getFromDB($this->fields['olas_id_tto'])) {
$ola_tto_link = "<a href='" . $ola->getLinkURL() . "'>
<i class='fas fa-stopwatch slt' title='" . $ola->getName() . "'></i></a>";
}
if ($ola->getFromDB($this->fields['olas_id_ttr'])) {
$ola_ttr_link = "<a href='" . $ola->getLinkURL() . "'>
<i class='fas fa-stopwatch slt' title='" . $ola->getName() . "'></i></a>";
}
$dates = [
$date_creation . '_date_creation' => [
'timestamp' => $date_creation,
'label' => __('Opening date'),
'class' => 'creation'
],
$date_takeintoaccount . '_date_takeintoaccount' => [
'timestamp' => $date_takeintoaccount,
'label' => __('Take into account'),
'class' => 'checked'
],
$internal_time_to_own . '_internal_time_to_own' => [
'timestamp' => $internal_time_to_own,
'label' => __('Internal time to own') . " " . $ola_tto_link,
'class' => ($internal_time_to_own < $goal_takeintoaccount
? 'passed' : '') . " " .
($date_takeintoaccount != ''
? 'checked' : ''),
],
$time_to_own . '_time_to_own' => [
'timestamp' => $time_to_own,
'label' => __('Time to own') . " " . $sla_tto_link,
'class' => ($time_to_own < $goal_takeintoaccount
? 'passed' : '') . " " .
($date_takeintoaccount != ''
? 'checked' : ''),
],
$internal_time_to_resolve . '_internal_time_to_resolve' => [
'timestamp' => $internal_time_to_resolve,
'label' => __('Internal time to resolve') . " " . $ola_ttr_link,
'class' => ($internal_time_to_resolve < $goal_solvedate
? 'passed' : '') . " " .
($solvedate != ''
? 'checked' : '')
],
$time_to_resolve . '_time_to_resolve' => [
'timestamp' => $time_to_resolve,
'label' => __('Time to resolve') . " " . $sla_ttr_link,
'class' => ($time_to_resolve < $goal_solvedate
? 'passed' : '') . " " .
($solvedate != ''
? 'checked' : '')
],
$solvedate . '_solvedate' => [
'timestamp' => $solvedate,
'label' => __('Resolution date'),
'class' => 'checked'
],
$closedate . '_closedate' => [
'timestamp' => $closedate,
'label' => __('Closing date'),
'class' => 'end'
]
];
Html::showDatesTimelineGraph([
'title' => _n('Date', 'Dates', Session::getPluralNumber()),
'dates' => $dates,
'add_now' => $this->getField('closedate') == ""
]);
}
/**
* Fill input with values related to business rules.
*
* @param array $input
*
* @return void
*/
private function fillInputForBusinessRules(array &$input)
{
global $DB;
$entities_id = isset($input['entities_id'])
? $input['entities_id']
: $this->fields['entities_id'];
// If creation date is not set, then we're called during ticket creation
$creation_date = !empty($this->fields['date_creation'])
? strtotime($this->fields['date_creation'])
: time();
// add calendars matching date creation (for business rules)
$calendars = [];
$ite_calendar = $DB->request([
'SELECT' => ['id'],
'FROM' => Calendar::getTable(),
'WHERE' => getEntitiesRestrictCriteria('', '', $entities_id, true)
]);
foreach ($ite_calendar as $calendar_data) {
$calendar = new Calendar();
$calendar->getFromDB($calendar_data['id']);
if ($calendar->isAWorkingHour($creation_date)) {
$calendars[] = $calendar_data['id'];
}
}
if (count($calendars)) {
$input['_date_creation_calendars_id'] = $calendars;
}
}
/**
* Build parent condition for search
*
* @param string $fieldID field used in the condition: tickets_id, items_id
*
* @return string
*/
public static function buildCanViewCondition($fieldID)
{
$condition = "";
$user = Session::getLoginUserID();
$groups = "'" . implode("','", $_SESSION['glpigroups']) . "'";
$requester = CommonITILActor::REQUESTER;
$assign = CommonITILActor::ASSIGN;
$obs = CommonITILActor::OBSERVER;
// Avoid empty IN ()
if ($groups == "''") {
$groups = '-1';
}
if (Session::haveRight("ticket", Ticket::READMY)) {
// Add tickets where the users is requester, observer or recipient
// Subquery for requester/observer user
$user_query = "SELECT `tickets_id`
FROM `glpi_tickets_users`
WHERE `users_id` = '$user' AND type IN ($requester, $obs)";
$condition .= "OR `$fieldID` IN ($user_query) ";
// Subquery for recipient
$recipient_query = "SELECT `id`
FROM `glpi_tickets`
WHERE `users_id_recipient` = '$user'";
$condition .= "OR `$fieldID` IN ($recipient_query) ";
}
if (Session::haveRight("ticket", Ticket::READGROUP)) {
// Add tickets where the users is in a requester or observer group
// Subquery for requester/observer group
$group_query = "SELECT `tickets_id`
FROM `glpi_groups_tickets`
WHERE `groups_id` IN ($groups) AND type IN ($requester, $obs)";
$condition .= "OR `$fieldID` IN ($group_query) ";
}
if (
Session::haveRightsOr("ticket", [
Ticket::OWN,
Ticket::READASSIGN
])
) {
// Add tickets where the users is assigned
// Subquery for assigned user
$user_query = "SELECT `tickets_id`
FROM `glpi_tickets_users`
WHERE `users_id` = '$user' AND type = $assign";
$condition .= "OR `$fieldID` IN ($user_query) ";
}
if (Session::haveRight("ticket", Ticket::READASSIGN)) {
// Add tickets where the users is part of an assigned group
// Subquery for assigned group
$group_query = "SELECT `tickets_id`
FROM `glpi_groups_tickets`
WHERE `groups_id` IN ($groups) AND type = $assign";
$condition .= "OR `$fieldID` IN ($group_query) ";
if (Session::haveRight('ticket', Ticket::ASSIGN)) {
// Add new tickets
$tickets_query = "SELECT `id`
FROM `glpi_tickets`
WHERE `status` = '" . CommonITILObject::INCOMING . "'";
$condition .= "OR `$fieldID` IN ($tickets_query) ";
}
}
if (
Session::haveRightsOr('ticketvalidation', [
TicketValidation::VALIDATEINCIDENT,
TicketValidation::VALIDATEREQUEST
])
) {
// Add tickets where the users is the validator
// Subquery for validator
$validation_query = "SELECT `tickets_id`
FROM `glpi_ticketvalidations`
WHERE `users_id_validate` = '$user'";
$condition .= "OR `$fieldID` IN ($validation_query) ";
}
return $condition;
}
public function getForbiddenSingleMassiveActions()
{
$excluded = parent::getForbiddenSingleMassiveActions();
if (in_array($this->fields['status'], $this->getClosedStatusArray())) {
//for closed Tickets, only keep transfer and unlock
$excluded[] = 'TicketValidation:submit_validation';
$excluded[] = 'Ticket:*';
$excluded[] = 'ITILFollowup:*';
$excluded[] = 'Document_Item:*';
}
$excluded[] = 'Ticket_Ticket:add';
$excluded[] = 'Ticket:resolve_tickets';
return $excluded;
}
public function getWhitelistedSingleMassiveActions()
{
$whitelist = parent::getWhitelistedSingleMassiveActions();
if (!in_array($this->fields['status'], $this->getClosedStatusArray())) {
$whitelist[] = 'Item_Ticket:add_item';
}
return $whitelist;
}
/**
* Merge one or more tickets into another existing ticket.
* Optionally sub-items like followups, documents, and tasks can be copied into the merged ticket.
* If a ticket cannot be merged, the process continues on to the next ticket.
* @param int $merge_target_id The ID of the ticket that the other tickets will be merged into
* @param array $ticket_ids Array of IDs of tickets to merge into the ticket with ID $merge_target_id
* @param array $params Array of parameters for the ticket merge.
* linktypes - Array of itemtypes that will be duplicated into the ticket $merge_target_id.
* By default, no sub-items are copied. Currently supported link types are ITILFollowup, Document, and TicketTask.
* full_transaction - Boolean value indicating if the entire merge must complete successfully, or if partial merges are allowed.
* By default, the full merge must complete. On failure, all database operations performed are rolled back.
* link_type - Integer indicating the link type of the merged tickets (See types in Ticket_Ticket).
* By default, this is Ticket_Ticket::SON_OF. To disable linking, use 0 or a negative value.
* append_actors - Array of actor types to migrate into the ticket $merge_ticket. See types in CommonITILActor.
* By default, all actors are added to the ticket.
* @param array $status Reference array that this function uses to store the status of each ticket attempted to be merged.
* id => status (0 = Success, 1 = Error, 2 = Insufficient Rights).
* @return boolean True if the merge was successful if "full_transaction" is true.
* Otherwise, true if any ticket was successfully merged.
* @since 9.5.0
*/
public static function merge(int $merge_target_id, array $ticket_ids, array &$status, array $params = [])
{
global $DB;
$p = [
'linktypes' => [],
'full_transaction' => true,
'link_type' => Ticket_Ticket::SON_OF,
'append_actors' => [CommonITILActor::REQUESTER, CommonITILActor::OBSERVER, CommonITILActor::ASSIGN]
];
$p = array_replace($p, $params);
$ticket = new Ticket();
$merge_target = new Ticket();
$merge_target->getFromDB($merge_target_id);
$fup = new ITILFollowup();
$document_item = new Document_Item();
$task = new TicketTask();
if (!$merge_target->canAddFollowups()) {
foreach ($ticket_ids as $id) {
Toolbox::logDebug(sprintf(__('Not enough rights to merge tickets %d and %d'), $merge_target_id, $id));
// Set status = 2 : Rights issue
$status[$id] = 2;
}
return false;
}
$in_transaction = $DB->inTransaction();
if ($p['full_transaction'] && !$in_transaction) {
$DB->beginTransaction();
}
foreach ($ticket_ids as $id) {
try {
if (!$p['full_transaction'] && !$in_transaction) {
$DB->beginTransaction();
}
if ($merge_target->canUpdateItem() && $ticket->can($id, DELETE)) {
if (!$ticket->getFromDB($id)) {
//Cannot retrieve ticket. Abort/fail the merge
throw new \RuntimeException(sprintf(__('Failed to load ticket %d'), $id), 1);
}
//Build followup from the original ticket
$input = [
'itemtype' => 'Ticket',
'items_id' => $merge_target_id,
'content' => $DB->escape($ticket->fields['name'] . Sanitizer::encodeHtmlSpecialChars("<br /><br />") . $ticket->fields['content']),
'users_id' => $ticket->fields['users_id_recipient'],
'date_creation' => $ticket->fields['date_creation'],
'date_mod' => $ticket->fields['date_mod'],
'date' => $ticket->fields['date_creation'],
'sourceitems_id' => $ticket->getID()
];
if (!$fup->add($input)) {
//Cannot add followup. Abort/fail the merge
throw new \RuntimeException(sprintf(__('Failed to add followup to ticket %d'), $merge_target_id), 1);
}
if (in_array('ITILFollowup', $p['linktypes'])) {
// Copy any followups to the ticket
$tomerge = $fup->find([
'items_id' => $id,
'itemtype' => 'Ticket'
]);
foreach ($tomerge as $fup2) {
$fup2['items_id'] = $merge_target_id;
$fup2['sourceitems_id'] = $id;
$fup2['content'] = $DB->escape($fup2['content']);
unset($fup2['id']);
if (!$fup->add($fup2)) {
// Cannot add followup. Abort/fail the merge
throw new \RuntimeException(sprintf(__('Failed to add followup to ticket %d'), $merge_target_id), 1);
}
}
}
if (in_array('TicketTask', $p['linktypes'])) {
$merge_tmp = ['tickets_id' => $merge_target_id];
if (!$task->can(-1, CREATE, $merge_tmp)) {
throw new \RuntimeException(sprintf(__('Not enough rights to merge tickets %d and %d'), $merge_target_id, $id), 2);
}
// Copy any tasks to the ticket
$tomerge = $task->find([
'tickets_id' => $id
]);
foreach ($tomerge as $task2) {
$task2['tickets_id'] = $merge_target_id;
$task2['sourceitems_id'] = $id;
$task2['content'] = $DB->escape($task2['content']);
unset($task2['id']);
unset($task2['uuid']);
if (!$task->add($task2)) {
//Cannot add followup. Abort/fail the merge
throw new \RuntimeException(sprintf(__('Failed to add task to ticket %d'), $merge_target_id), 1);
}
}
}
if (in_array('Document', $p['linktypes'])) {
if (!$merge_target->canAddItem('Document')) {
throw new \RuntimeException(sprintf(__('Not enough rights to merge tickets %d and %d'), $merge_target_id, $id), 2);
}
$tomerge = $document_item->find([
'itemtype' => 'Ticket',
'items_id' => $id,
'NOT' => [
'documents_id' => new \QuerySubQuery([
'SELECT' => 'documents_id',
'FROM' => $document_item->getTable(),
'WHERE' => [
'itemtype' => 'Ticket',
'items_id' => $merge_target_id
]
])
]
]);
foreach ($tomerge as $document_item2) {
$document_item2['items_id'] = $merge_target_id;
unset($document_item2['id']);
if (!$document_item->add($document_item2)) {
//Cannot add document. Abort/fail the merge
throw new \RuntimeException(sprintf(__('Failed to add document to ticket %d'), $merge_target_id), 1);
}
}
}
if ($p['link_type'] > 0 && $p['link_type'] < 5) {
//Add relation (this is parent of merge target)
$tt = new Ticket_Ticket();
$linkparams = [
'link' => $p['link_type'],
'tickets_id_1' => $id,
'tickets_id_2' => $merge_target_id
];
$tt->deleteByCriteria([
'OR' => [
[
'AND' => [
'tickets_id_1' => $merge_target_id,
'tickets_id_2' => $id
]
],
[
'AND' => [
'tickets_id_2' => $merge_target_id,
'tickets_id_1' => $id
]
]
]
]);
if (!$tt->add($linkparams)) {
//Cannot link tickets. Abort/fail the merge
throw new \RuntimeException(sprintf(__('Failed to link tickets %d and %d'), $merge_target_id, $id), 1);
}
}
if (isset($p['append_actors'])) {
$tu = new Ticket_User();
$existing_users = $tu->find(['tickets_id' => $merge_target_id]);
$gt = new Group_Ticket();
$existing_groups = $gt->find(['tickets_id' => $merge_target_id]);
$st = new Supplier_Ticket();
$existing_suppliers = $st->find(['tickets_id' => $merge_target_id]);
foreach ($p['append_actors'] as $actor_type) {
$users = $tu->find([
'tickets_id' => $id,
'type' => $actor_type
]);
$groups = $gt->find([
'tickets_id' => $id,
'type' => $actor_type
]);
$suppliers = $st->find([
'tickets_id' => $id,
'type' => $actor_type
]);
$users = array_filter($users, function ($user) use ($existing_users) {
foreach ($existing_users as $existing_user) {
if (
$existing_user['users_id'] > 0 && $user['users_id'] > 0 &&
$existing_user['users_id'] === $user['users_id'] &&
$existing_user['type'] === $user['type']
) {
// Internal users
return false;
} else if (
$existing_user['users_id'] == 0 && $user['users_id'] == 0 &&
$existing_user['alternative_email'] === $user['alternative_email'] &&
$existing_user['type'] === $user['type']
) {
// External users
return false;
}
}
return true;
});
$groups = array_filter($groups, function ($group) use ($existing_groups) {
foreach ($existing_groups as $existing_group) {
if (
$existing_group['groups_id'] === $group['groups_id'] &&
$existing_group['type'] === $group['type']
) {
return false;
}
}
return true;
});
$suppliers = array_filter($suppliers, function ($supplier) use ($existing_suppliers) {
foreach ($existing_suppliers as $existing_supplier) {
if (
$existing_supplier['suppliers_id'] > 0 && $supplier['suppliers_id'] > 0 &&
$existing_supplier['suppliers_id'] === $supplier['suppliers_id'] &&
$existing_supplier['type'] === $supplier['type']
) {
// Internal suppliers
return false;
} else if (
$existing_supplier['suppliers_id'] == 0 && $supplier['suppliers_id'] == 0 &&
$existing_supplier['alternative_email'] === $supplier['alternative_email'] &&
$existing_supplier['type'] === $supplier['type']
) {
// External suppliers
return false;
}
}
return true;
});
foreach ($users as $user) {
$user['tickets_id'] = $merge_target_id;
unset($user['id']);
$tu->add($user);
}
foreach ($groups as $group) {
$group['tickets_id'] = $merge_target_id;
unset($group['id']);
$gt->add($group);
}
foreach ($suppliers as $supplier) {
$supplier['tickets_id'] = $merge_target_id;
unset($supplier['id']);
$st->add($supplier);
}
}
}
//Delete this ticket
if (!$ticket->delete(['id' => $id, '_disablenotif' => true])) {
throw new \RuntimeException(sprintf(__('Failed to delete ticket %d'), $id), 1);
}
if (!$p['full_transaction'] && !$in_transaction) {
$DB->commit();
}
$status[$id] = 0;
Event::log(
$merge_target_id,
'ticket',
4,
'tracking',
sprintf(
__('%s merges ticket %s into %s'),
$_SESSION['glpiname'],
$id,
$merge_target_id
)
);
} else {
throw new \RuntimeException(sprintf(__('Not enough rights to merge tickets %d and %d'), $merge_target_id, $id), 2);
}
} catch (\RuntimeException $e) {
if ($e->getCode() < 1 || $e->getCode() > 2) {
$status[$id] = 1;
} else {
$status[$id] = $e->getCode();
}
Toolbox::logDebug($e->getMessage());
if (!$in_transaction) {
$DB->rollBack();
}
if ($p['full_transaction']) {
return false;
}
}
}
if ($p['full_transaction'] && !$in_transaction) {
$DB->commit();
}
return true;
}
/**
* Check profiles and detect where criteria from existing rights
*
* @return array criteria to apply to an iterator query
*/
public static function getCriteriaFromProfile()
{
if (Session::haveRight("ticket", Ticket::READALL)) {
return [];
}
$users = false;
$groups = false;
$valid = false;
$where_profile = [];
if (Session::haveRight("ticket", Ticket::READMY)) {
$users = true;
$where_profile[] = [
'OR' => [
[
'tu.users_id' => Session::getLoginUserID(),
'OR' => [
['tu.type' => CommonITILActor::REQUESTER],
['tu.type' => CommonITILActor::OBSERVER],
]
],
"glpi_tickets.users_id_recipient" => Session::getLoginUserID()
]
];
}
if (Session::haveRight("ticket", Ticket::READGROUP) && count($_SESSION['glpigroups'])) {
$groups = true;
$where_profile[] = [
'gt.groups_id' => $_SESSION['glpigroups'],
'OR' => [
['gt.type' => CommonITILActor::REQUESTER],
['gt.type' => CommonITILActor::OBSERVER],
]
];
}
if (Session::haveRight("ticket", Ticket::OWN)) {
$users = true;
$where_profile[] = [
'tu.users_id' => Session::getLoginUserID(),
'tu.type' => CommonITILActor::ASSIGN,
];
}
if (Session::haveRight("ticket", Ticket::READASSIGN)) {
$users = true;
$temp = [
'OR' => [
[
'tu.users_id' => Session::getLoginUserID(),
'tu.type' => CommonITILActor::ASSIGN,
]
]
];
if (count($_SESSION['glpigroups'])) {
$groups = true;
$temp['OR'][] = [
'gt.groups_id' => $_SESSION['glpigroups'],
'gt.type' => CommonITILActor::ASSIGN
];
}
if (Session::haveRight('ticket', Ticket::ASSIGN)) {
$temp['OR'][] = [
['glpi_tickets.status' => CommonITILObject::INCOMING]
];
}
$where_profile[] = $temp;
}
if (
Session::haveRightsOr('ticketvalidation', [
TicketValidation::VALIDATEINCIDENT,
TicketValidation::VALIDATEREQUEST
])
) {
$valid = true;
$where_profile[] = [
'tv.users_id_validate' => Session::getLoginUserID(),
];
}
// joins needed tables
$join_profile = [];
if ($users) {
$join_profile['glpi_tickets_users AS tu'] = [
'ON' => [
'tu' => 'tickets_id',
'glpi_tickets' => 'id'
]
];
}
if ($groups) {
$join_profile['glpi_groups_tickets AS gt'] = [
'ON' => [
'gt' => 'tickets_id',
'glpi_tickets' => 'id'
]
];
}
if ($valid) {
$join_profile['glpi_ticketvalidations as tv'] = [
'ON' => [
'tv' => 'tickets_id',
'glpi_tickets' => 'id'
]
];
}
$criteria = [];
if (count($where_profile)) {
$criteria['WHERE'] = [['OR' => $where_profile]];
}
if (count($join_profile)) {
$criteria['LEFT JOIN'] = $join_profile;
}
return $criteria;
}
public static function getIcon()
{
return "ti ti-alert-circle";
}
public static function getItemLinkClass(): string
{
return Item_Ticket::class;
}
public static function getTaskClass()
{
return TicketTask::class;
}
public static function getContentTemplatesParametersClass(): string
{
return TicketParameters::class;
}
}