342 lines
10 KiB
PHP
342 lines
10 KiB
PHP
<?php
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/**
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* ---------------------------------------------------------------------
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* GLPI - Gestionnaire Libre de Parc Informatique
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* Copyright (C) 2015-2020 Teclib' and contributors.
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*
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* http://glpi-project.org
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*
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* based on GLPI - Gestionnaire Libre de Parc Informatique
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* Copyright (C) 2003-2014 by the INDEPNET Development Team.
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*
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* ---------------------------------------------------------------------
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*
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* LICENSE
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*
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* This file is part of GLPI.
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*
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* GLPI is free software; you can redistribute it and/or modify
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* it under the terms of the GNU General Public License as published by
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* the Free Software Foundation; either version 2 of the License, or
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* (at your option) any later version.
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*
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* GLPI is distributed in the hope that it will be useful,
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* but WITHOUT ANY WARRANTY; without even the implied warranty of
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* MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
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* GNU General Public License for more details.
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*
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* You should have received a copy of the GNU General Public License
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* along with GLPI. If not, see <http://www.gnu.org/licenses/>.
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* ---------------------------------------------------------------------
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*/
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if (!defined('GLPI_ROOT')) {
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die("Sorry. You can't access this file directly");
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}
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/// Class SLALevel
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class SlaLevel_Ticket extends CommonDBTM {
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static function getTypeName($nb = 0) {
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return __('SLA level for Ticket');
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}
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/**
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* Retrieve an item from the database
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*
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* @param $ID ID of the item to get
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* @param $slatype
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*
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* @since 9.1 2 mandatory parameters
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*
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* @return true if succeed else false
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**/
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function getFromDBForTicket($ID, $slaType) {
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global $DB;
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$iterator = $DB->request([
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'SELECT' => [static::getTable() . '.id'],
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'FROM' => static::getTable(),
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'LEFT JOIN' => [
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'glpi_slalevels' => [
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'FKEY' => [
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static::getTable() => 'slalevels_id',
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'glpi_slalevels' => 'id'
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]
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],
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'glpi_slas' => [
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'FKEY' => [
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'glpi_slalevels' => 'slas_id',
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'glpi_slas' => 'id'
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]
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]
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],
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'WHERE' => [
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static::getTable() . '.tickets_id' => $ID,
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'glpi_slas.type' => $slaType
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],
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'LIMIT' => 1
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]);
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if (count($iterator) == 1) {
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$row = $iterator->next();
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return $this->getFromDB($row['id']);
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}
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return false;
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}
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/**
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* Delete entries for a ticket
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*
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* @param $tickets_id Ticket ID
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* @param $type Type of SLA
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*
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* @since 9.1 2 parameters mandatory
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*
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* @return void
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**/
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function deleteForTicket($tickets_id, $slaType) {
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global $DB;
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$iterator = $DB->request([
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'SELECT' => 'glpi_slalevels_tickets.id',
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'FROM' => 'glpi_slalevels_tickets',
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'LEFT JOIN' => [
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'glpi_slalevels' => [
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'ON' => [
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'glpi_slalevels_tickets' => 'slalevels_id',
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'glpi_slalevels' => 'id'
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]
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],
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'glpi_slas' => [
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'ON' => [
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'glpi_slalevels' => 'slas_id',
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'glpi_slas' => 'id'
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]
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]
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],
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'WHERE' => [
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'glpi_slalevels_tickets.tickets_id' => $tickets_id,
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'glpi_slas.type' => $slaType
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]
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]);
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while ($data = $iterator->next()) {
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$this->delete(['id' => $data['id']]);
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}
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}
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/**
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* Give cron information
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*
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* @param $name : task's name
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*
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* @return array of information
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**/
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static function cronInfo($name) {
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switch ($name) {
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case 'slaticket' :
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return ['description' => __('Automatic actions of SLA')];
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}
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return [];
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}
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/**
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* Cron for ticket's automatic close
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*
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* @param $task : CronTask object
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*
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* @return integer (0 : nothing done - 1 : done)
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**/
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static function cronSlaTicket(CronTask $task) {
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global $DB;
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$tot = 0;
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$iterator = $DB->request([
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'SELECT' => [
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'glpi_slalevels_tickets.*',
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'glpi_slas.type AS type',
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],
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'FROM' => 'glpi_slalevels_tickets',
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'LEFT JOIN' => [
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'glpi_slalevels' => [
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'ON' => [
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'glpi_slalevels_tickets' => 'slalevels_id',
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'glpi_slalevels' => 'id'
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]
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],
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'glpi_slas' => [
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'ON' => [
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'glpi_slalevels' => 'slas_id',
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'glpi_slas' => 'id'
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]
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]
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],
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'WHERE' => [
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'glpi_slalevels_tickets.date' => ['<', new \QueryExpression('NOW()')]
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]
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]);
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while ($data = $iterator->next()) {
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$tot++;
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self::doLevelForTicket($data, $data['type']);
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}
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$task->setVolume($tot);
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return ($tot > 0 ? 1 : 0);
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}
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/**
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* Do a specific SLAlevel for a ticket
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*
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* @param $data array data of an entry of slalevels_tickets
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* @param $slaType Type of sla
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*
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* @since 9.1 2 parameters mandatory
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*
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* @return void
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**/
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static function doLevelForTicket(array $data, $slaType) {
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$ticket = new Ticket();
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$slalevelticket = new self();
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// existing ticket and not deleted
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if ($ticket->getFromDB($data['tickets_id'])
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&& !$ticket->isDeleted()) {
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// search all actors of a ticket
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foreach ($ticket->getUsers(CommonITILActor::REQUESTER) as $user) {
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$ticket->fields['_users_id_requester'][] = $user['users_id'];
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}
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foreach ($ticket->getUsers(CommonITILActor::ASSIGN) as $user) {
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$ticket->fields['_users_id_assign'][] = $user['users_id'];
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}
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foreach ($ticket->getUsers(CommonITILActor::OBSERVER) as $user) {
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$ticket->fields['_users_id_observer'][] = $user['users_id'];
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}
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foreach ($ticket->getGroups(CommonITILActor::REQUESTER) as $group) {
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$ticket->fields['_groups_id_requester'][] = $group['groups_id'];
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}
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foreach ($ticket->getGroups(CommonITILActor::ASSIGN) as $group) {
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$ticket->fields['_groups_id_assign'][] = $group['groups_id'];
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}
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foreach ($ticket->getGroups(CommonITILActor::OBSERVER) as $group) {
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$ticket->fields['_groups_id_observer'][] = $group['groups_id'];
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}
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foreach ($ticket->getSuppliers(CommonITILActor::ASSIGN) as $supplier) {
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$ticket->fields['_suppliers_id_assign'][] = $supplier['suppliers_id'];
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}
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$slalevel = new SlaLevel();
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$sla = new SLA();
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// Check if sla datas are OK
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list($dateField, $slaField) = SLA::getFieldNames($slaType);
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if (($ticket->fields[$slaField] > 0)) {
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if ($ticket->fields['status'] == CommonITILObject::CLOSED) {
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// Drop line when status is closed
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$slalevelticket->delete(['id' => $data['id']]);
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} else if ($ticket->fields['status'] != CommonITILObject::SOLVED) {
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// No execution if ticket has been taken into account
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if (!(($slaType == SLM::TTO)
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&& ($ticket->fields['takeintoaccount_delay_stat'] > 0))) {
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// If status = solved : keep the line in case of solution not validated
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$input['id'] = $ticket->getID();
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$input['_auto_update'] = true;
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if ($slalevel->getRuleWithCriteriasAndActions($data['slalevels_id'], 1, 1)
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&& $sla->getFromDB($ticket->fields[$slaField])) {
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$doit = true;
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if (count($slalevel->criterias)) {
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$doit = $slalevel->checkCriterias($ticket->fields);
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}
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// Process rules
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if ($doit) {
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$input = $slalevel->executeActions($input, [], $ticket->fields);
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}
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}
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// Put next level in todo list
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if ($next = $slalevel->getNextSlaLevel($ticket->fields[$slaField],
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$data['slalevels_id'])) {
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$sla->addLevelToDo($ticket, $next);
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}
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// Action done : drop the line
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$slalevelticket->delete(['id' => $data['id']]);
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$ticket->update($input);
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} else {
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// Drop line
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$slalevelticket->delete(['id' => $data['id']]);
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}
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}
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} else {
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// Drop line
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$slalevelticket->delete(['id' => $data['id']]);
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}
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} else {
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// Drop line
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$slalevelticket->delete(['id' => $data['id']]);
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}
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}
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/**
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* Replay all task needed for a specific ticket
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*
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* @param $tickets_id Ticket ID
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* @param $slaType Type of sla
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*
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* @since 9.1 2 parameters mandatory
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*
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*/
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static function replayForTicket($tickets_id, $slaType) {
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global $DB;
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$criteria = [
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'SELECT' => 'glpi_slalevels_tickets.*',
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'FROM' => 'glpi_slalevels_tickets',
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'LEFT JOIN' => [
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'glpi_slalevels' => [
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'ON' => [
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'glpi_slalevels_tickets' => 'slalevels_id',
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'glpi_slalevels' => 'id'
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]
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],
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'glpi_slas' => [
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'ON' => [
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'glpi_slalevels' => 'slas_id',
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'glpi_slas' => 'id'
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]
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]
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],
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'WHERE' => [
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'glpi_slalevels_tickets.date' => ['<', new \QueryExpression('NOW()')],
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'glpi_slalevels_tickets.tickets_id' => $tickets_id,
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'glpi_slas.type' => $slaType
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]
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];
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$number = 0;
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do {
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$iterator = $DB->request($criteria);
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$number = count($iterator);
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if ($number == 1) {
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$data = $iterator->next();
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self::doLevelForTicket($data, $slaType);
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}
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} while ($number == 1);
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}
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}
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