7b8a18b680
- Реализована функция createTicketNotification() в HelpDeskHandler - Автоматическое создание уведомлений при создании новой заявки - Уведомления отправляются ответственному за заявку - Умная дедупликация - обновление существующих непрочитанных уведомлений - Формат заголовка: 'Новая заявка ЗАЯВКА_XXX - [название]' - Ссылка ведет на заявку в CRM - Протестировано и работает корректно
345 lines
16 KiB
PHP
345 lines
16 KiB
PHP
<?php
|
||
/*+***********************************************************************************
|
||
* The contents of this file are subject to the vtiger CRM Public License Version 1.0
|
||
* ("License"); You may not use this file except in compliance with the License
|
||
* The Original Code is: vtiger CRM Open Source
|
||
* The Initial Developer of the Original Code is vtiger.
|
||
* Portions created by vtiger are Copyright (C) vtiger.
|
||
* All Rights Reserved.
|
||
*************************************************************************************/
|
||
|
||
require_once 'modules/Emails/mail.php';
|
||
|
||
class HelpDeskHandler extends VTEventHandler {
|
||
|
||
function handleEvent($eventName, $entityData) {
|
||
global $log, $adb;
|
||
|
||
if($eventName == 'vtiger.entity.aftersave.final') {
|
||
$moduleName = $entityData->getModuleName();
|
||
if ($moduleName == 'HelpDesk') {
|
||
$ticketId = $entityData->getId();
|
||
$adb->pquery('UPDATE vtiger_ticketcf SET from_portal=0 WHERE ticketid=?', array($ticketId));
|
||
}
|
||
}
|
||
|
||
// Создаем уведомление при создании новой заявки
|
||
// Используем aftersave.final, чтобы ID точно был присвоен
|
||
if($eventName == 'vtiger.entity.aftersave.final') {
|
||
$moduleName = $entityData->getModuleName();
|
||
if ($moduleName == 'HelpDesk' && $entityData->isNew()) {
|
||
try {
|
||
$this->createTicketNotification($entityData);
|
||
} catch (Exception $e) {
|
||
// Логируем ошибку, но не останавливаем создание заявки
|
||
file_put_contents('logs/helpdesk_notifications.log', date('Y-m-d H:i:s').' - ОШИБКА: '.$e->getMessage().PHP_EOL, FILE_APPEND);
|
||
}
|
||
}
|
||
}
|
||
}
|
||
|
||
/**
|
||
* Создание уведомления для ответственного при создании новой заявки
|
||
*/
|
||
function createTicketNotification($entityData) {
|
||
global $adb;
|
||
|
||
// getId() в этом контексте возвращает уже числовой ID, а не WebService ID
|
||
$ticketId = $entityData->getId();
|
||
if (empty($ticketId)) {
|
||
return false;
|
||
}
|
||
|
||
$ticketNo = $entityData->get('ticket_no');
|
||
$ticketTitle = $entityData->get('ticket_title');
|
||
$wsAssignedUserId = $entityData->get('assigned_user_id');
|
||
|
||
if (empty($wsAssignedUserId)) {
|
||
return false;
|
||
}
|
||
|
||
// assigned_user_id может быть как в WebService формате (19x8), так и просто числом (8)
|
||
if (strpos($wsAssignedUserId, 'x') !== false) {
|
||
$userIdParts = explode('x', $wsAssignedUserId);
|
||
$userId = $userIdParts[1];
|
||
} else {
|
||
$userId = $wsAssignedUserId;
|
||
}
|
||
|
||
// Формируем текст уведомления
|
||
// Обрезаем заголовок до 80 символов для краткости
|
||
$shortTitle = mb_strlen($ticketTitle) > 80 ? mb_substr($ticketTitle, 0, 80) . '...' : $ticketTitle;
|
||
$notificationTitle = "Новая заявка " . $ticketNo . " - " . $shortTitle;
|
||
|
||
// Формируем ссылку на заявку (VDNotifierPro убирает index.php? из ссылки)
|
||
$ticketLink = "module=HelpDesk&view=Detail&record=" . $ticketId;
|
||
|
||
// Проверяем, нет ли уже непрочитанного уведомления для этой заявки
|
||
$checkQuery = "SELECT id FROM vtiger_vdnotifierpro WHERE userid = ? AND crmid = ? AND modulename = 'HelpDesk' AND status = 5";
|
||
$checkResult = $adb->pquery($checkQuery, array($userId, $ticketId));
|
||
|
||
if ($adb->num_rows($checkResult) > 0) {
|
||
// Обновляем существующее уведомление
|
||
$existingId = $adb->query_result($checkResult, 0, 'id');
|
||
$updateQuery = "UPDATE vtiger_vdnotifierpro SET title = ?, modifiedtime = NOW() WHERE id = ?";
|
||
$adb->pquery($updateQuery, array($notificationTitle, $existingId));
|
||
|
||
return $existingId;
|
||
} else {
|
||
// Создаем новое уведомление
|
||
$insertQuery = "INSERT INTO vtiger_vdnotifierpro (userid, modulename, crmid, modiuserid, link, title, action, modifiedtime, status) VALUES (?, 'HelpDesk', ?, 0, ?, ?, '', NOW(), 5)";
|
||
$adb->pquery($insertQuery, array($userId, $ticketId, $ticketLink, $notificationTitle));
|
||
|
||
$notificationId = $adb->getLastInsertID();
|
||
return $notificationId;
|
||
}
|
||
}
|
||
}
|
||
|
||
function HelpDesk_nofifyOnPortalTicketCreation($entityData) {
|
||
global $HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID;
|
||
$adb = PearDatabase::getInstance();
|
||
$moduleName = $entityData->getModuleName();
|
||
$wsId = $entityData->getId();
|
||
$parts = explode('x', $wsId);
|
||
$entityId = $parts[1];
|
||
|
||
$ownerIdInfo = getRecordOwnerId($entityId);
|
||
if(!empty($ownerIdInfo['Users'])) {
|
||
$ownerId = $ownerIdInfo['Users'];
|
||
$to_email = getUserEmailId('id',$ownerId);
|
||
}
|
||
if(!empty($ownerIdInfo['Groups'])) {
|
||
$ownerId = $ownerIdInfo['Groups'];
|
||
$to_email = implode(',', getDefaultAssigneeEmailIds($ownerId));
|
||
}
|
||
$wsParentId = $entityData->get('contact_id');
|
||
$parentIdParts = explode('x', $wsParentId);
|
||
$parentId = $parentIdParts[1];
|
||
|
||
//SalesPlatform.ru begin
|
||
$subject = " [ ".getTranslatedString('Ticket No', $moduleName)." ".$entityData->get('ticket_no')." ] ".$entityData->get('ticket_title');
|
||
$contents = " ".getTranslatedString('Ticket No', $moduleName)." ".$entityData->get('ticket_no'). "<br> ".getTranslatedString('Ticket ID', $moduleName).": ".$entityId."<br> ".getTranslatedString('Ticket Title', $moduleName).": ".
|
||
$entityData->get('ticket_title')."<br><br>".$entityData->get('description');
|
||
/*$subject = "[From Portal] " .$entityData->get('ticket_no')." [ Ticket ID : $entityId ] ".$entityData->get('ticket_title');
|
||
$contents = ' Ticket No : '.$entityData->get('ticket_no'). '<br> Ticket ID : '.$entityId.'<br> Ticket Title : '.
|
||
$entityData->get('ticket_title').'<br><br>'.$entityData->get('description');*/
|
||
//SalesPlatform.ru end
|
||
|
||
//get the contact email id who creates the ticket from portal and use this email as from email id in email
|
||
$result = $adb->pquery("SELECT email, concat (firstname,' ',lastname) as name FROM vtiger_contactdetails WHERE contactid=?", array($parentId));
|
||
$contact_email = $adb->query_result($result,0,'email');
|
||
$name = $adb->query_result($result, 0, 'name');
|
||
$from_email = $contact_email;
|
||
|
||
//send mail to assigned to user
|
||
$mail_status = send_mail('HelpDesk',$to_email,$name,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$contents);
|
||
|
||
//send mail to the customer(contact who creates the ticket from portal)
|
||
$mail_status = send_mail('Contacts',$contact_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$contents);
|
||
}
|
||
|
||
function HelpDesk_notifyOnPortalTicketComment($entityData) {
|
||
$adb = PearDatabase::getInstance();
|
||
$moduleName = $entityData->getModuleName();
|
||
$wsId = $entityData->getId();
|
||
$parts = explode('x', $wsId);
|
||
$entityId = $parts[1];
|
||
|
||
$ownerIdInfo = getRecordOwnerId($entityId);
|
||
|
||
if(!empty($ownerIdInfo['Users'])) {
|
||
$ownerId = $ownerIdInfo['Users'];
|
||
$ownerName = getOwnerName($ownerId);
|
||
$to_email = getUserEmailId('id',$ownerId);
|
||
}
|
||
if(!empty($ownerIdInfo['Groups'])) {
|
||
$ownerId = $ownerIdInfo['Groups'];
|
||
$groupInfo = getGroupName($ownerId);
|
||
$ownerName = $groupInfo[0];
|
||
$to_email = implode(',', getDefaultAssigneeEmailIds($ownerId));
|
||
}
|
||
$wsParentId = $entityData->get('contact_id');
|
||
$parentIdParts = explode('x', $wsParentId);
|
||
$parentId = $parentIdParts[1];
|
||
|
||
$entityDelta = new VTEntityDelta();
|
||
$oldComments = $entityDelta->getOldValue($entityData->getModuleName(), $entityId, 'comments');
|
||
$newComments = $entityDelta->getCurrentValue($entityData->getModuleName(), $entityId, 'comments');
|
||
$commentDiff = str_replace($oldComments, '', $newComments);
|
||
$latestComment = strip_tags($commentDiff);
|
||
|
||
//send mail to the assigned to user when customer add comment
|
||
$subject = getTranslatedString('LBL_RESPONSE_TO_TICKET_NUMBER', $moduleName). ' : ' .$entityData->get('ticket_no'). ' ' .getTranslatedString('LBL_CUSTOMER_PORTAL', $moduleName);
|
||
$contents = getTranslatedString('Dear', $moduleName)." ".$ownerName.","."<br><br>"
|
||
.getTranslatedString('LBL_CUSTOMER_COMMENTS', $moduleName)."<br><br>
|
||
<b>".$latestComment."</b><br><br>"
|
||
.getTranslatedString('LBL_RESPOND', $moduleName)."<br><br>"
|
||
.getTranslatedString('LBL_REGARDS', $moduleName)."<br>"
|
||
.getTranslatedString('LBL_SUPPORT_ADMIN', $moduleName);
|
||
|
||
//get the contact email id who creates the ticket from portal and use this email as from email id in email
|
||
$result = $adb->pquery("SELECT lastname, firstname, email FROM vtiger_contactdetails WHERE contactid=?", array($parentId));
|
||
$customername = $adb->query_result($result,0,'firstname').' '.$adb->query_result($result,0,'lastname');
|
||
$customername = decode_html($customername);//Fix to display the original UTF-8 characters in sendername instead of ascii characters
|
||
$from_email = $adb->query_result($result,0,'email');
|
||
|
||
send_mail('HelpDesk',$to_email,'',$from_email,$subject,$contents);
|
||
}
|
||
|
||
function HelpDesk_notifyParentOnTicketChange($entityData) {
|
||
global $HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID;
|
||
$adb = PearDatabase::getInstance();
|
||
$moduleName = $entityData->getModuleName();
|
||
$wsId = $entityData->getId();
|
||
$parts = explode('x', $wsId);
|
||
$entityId = $parts[1];
|
||
|
||
$isNew = $entityData->isNew();
|
||
|
||
if(!$isNew) {
|
||
$reply = 'Re : ';
|
||
} else {
|
||
$reply = '';
|
||
}
|
||
|
||
// SalesPlatform.ru begin
|
||
$subject = ' [ '.getTranslatedString('Ticket No', $moduleName)
|
||
.' '.$entityData->get('ticket_no').' ] '.$reply.$entityData->get('ticket_title');
|
||
$bodysubject = getTranslatedString('Ticket No', $moduleName) ." " . $entityData->get('ticket_no') . "<br>"
|
||
.getTranslatedString('LBL_SUBJECT', $moduleName) . " " . $entityData->get('ticket_title') . "<br>"
|
||
.getTranslatedString('Status', $moduleName) . ": " . getTranslatedString($entityData->get('ticketstatus'), $moduleName);
|
||
// $subject = $entityData->get('ticket_no') . " [ Ticket Id : $entityId ] " . $reply . $entityData->get('ticket_title');
|
||
// SalesPlatform.ru end
|
||
|
||
$emailoptout = 0;
|
||
$wsContactId = $entityData->get('contact_id');
|
||
$contactId = explode('x', $wsContactId);
|
||
$wsAccountId = $entityData->get('parent_id');
|
||
$accountId = explode('x', $wsAccountId);
|
||
//To get the emailoptout vtiger_field value and then decide whether send mail about the tickets or not
|
||
if(!empty($contactId[0])) {
|
||
$result = $adb->pquery('SELECT email, emailoptout, lastname, firstname FROM vtiger_contactdetails WHERE
|
||
contactid=?', array($contactId[1]));
|
||
$emailoptout = $adb->query_result($result,0,'emailoptout');
|
||
$parent_email = $contact_mailid = $adb->query_result($result,0,'email');
|
||
$parentname = $adb->query_result($result,0,'firstname').' '.$adb->query_result($result,0,'firstname');
|
||
|
||
//Get the status of the vtiger_portal user. if the customer is active then send the vtiger_portal link in the mail
|
||
if($parent_email != '') {
|
||
$sql = "SELECT * FROM vtiger_portalinfo WHERE user_name=?";
|
||
$isPortalUser = $adb->query_result($adb->pquery($sql, array($contact_mailid)),0,'isactive');
|
||
}
|
||
} elseif(!empty($accountId[0])) {
|
||
$result = $adb->pquery("SELECT accountname, emailoptout, email1 FROM vtiger_account WHERE accountid=?",
|
||
array($accountId[1]));
|
||
$emailoptout = $adb->query_result($result,0,'emailoptout');
|
||
$parent_email = $adb->query_result($result,0,'email1');
|
||
$parentname = $adb->query_result($result,0,'accountname');
|
||
}
|
||
//added condition to check the emailoptout(this is for contacts and vtiger_accounts.)
|
||
if($emailoptout == 0) {
|
||
if($isPortalUser == 1) {
|
||
$email_body = HelpDesk::getTicketEmailContents($entityData);
|
||
} else {
|
||
$email_body = HelpDesk::getTicketEmailContents($entityData);
|
||
}
|
||
|
||
if($isNew) {
|
||
// SalesPlatform.ru begin
|
||
//send_mail('HelpDesk',$parent_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
|
||
if($isPortalUser == 1){
|
||
$url = "<a href='".$PORTAL_URL."/index.php?module=HelpDesk&action=index&ticketid=".$entityId."&fun=detail'>".$mod_strings['LBL_TICKET_DETAILS']."</a>";
|
||
$email_body = $bodysubject.'<br><br>'.HelpDesk::getPortalTicketEmailContents($entityData, true);
|
||
} else {
|
||
$email_body = HelpDesk::getTicketEmailContents($entityData);
|
||
}
|
||
$mail_status = send_mail('HelpDesk',$parent_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
|
||
// SalesPlatform.ru end
|
||
} else {
|
||
$entityDelta = new VTEntityDelta();
|
||
$statusHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'ticketstatus');
|
||
$solutionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'solution');
|
||
$descriptionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'description');
|
||
|
||
// SalesPlatform.ru begin
|
||
if(($statusHasChanged && $entityData->get('ticketstatus') == "Closed") || $commentsHasChanged || $solutionHasChanged) {
|
||
if($isPortalUser == 1){
|
||
$url = "<a href='".$PORTAL_URL."/index.php?module=HelpDesk&action=index&ticketid=".$entityId."&fun=detail'>".$mod_strings['LBL_TICKET_DETAILS']."</a>";
|
||
$email_body = $bodysubject.'<br><br>'.HelpDesk::getPortalTicketEmailContents($entityData, false, $statusHasChanged, $solutionHasChanged, $ownerHasChanged, $commentsHasChanged);
|
||
} else {
|
||
$email_body = HelpDesk::getTicketEmailContents($entityData);
|
||
}
|
||
//if(($statusHasChanged && $entityData->get('ticketstatus') == "Closed") || $solutionHasChanged || $descriptionHasChanged) {
|
||
// SalesPlatform.ru end
|
||
|
||
send_mail('HelpDesk',$parent_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
|
||
}
|
||
}
|
||
}
|
||
}
|
||
|
||
function HelpDesk_notifyOwnerOnTicketChange($entityData) {
|
||
global $HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID;
|
||
|
||
$moduleName = $entityData->getModuleName();
|
||
$wsId = $entityData->getId();
|
||
$parts = explode('x', $wsId);
|
||
$entityId = $parts[1];
|
||
|
||
$isNew = $entityData->isNew();
|
||
|
||
if(!$isNew) {
|
||
$reply = 'Re : ';
|
||
} else {
|
||
$reply = '';
|
||
}
|
||
|
||
// SalesPlatform.ru begin
|
||
$subject = ' [ '.getTranslatedString('Ticket No', $moduleName)
|
||
.' '.$entityData->get('ticket_no').' ] '.$reply.$entityData->get('ticket_title');
|
||
//$subject = getTranslatedString('LBL_TICKET_NUMBER', $moduleName). ' : ' .$entityData->get('ticket_no'). ' ' .$reply.$entityData->get('ticket_title');
|
||
// SalesPlatform.ru end
|
||
|
||
$email_body = HelpDesk::getTicketEmailContents($entityData, true);
|
||
if(PerformancePrefs::getBoolean('NOTIFY_OWNER_EMAILS', true) === true){
|
||
//send mail to the assigned to user and the parent to whom this ticket is assigned
|
||
require_once('modules/Emails/mail.php');
|
||
$wsAssignedUserId = $entityData->get('assigned_user_id');
|
||
$userIdParts = explode('x', $wsAssignedUserId);
|
||
$ownerId = $userIdParts[1];
|
||
$ownerType = vtws_getOwnerType($ownerId);
|
||
|
||
if($ownerType == 'Users') {
|
||
$to_email = getUserEmailId('id',$ownerId);
|
||
}
|
||
if($ownerType == 'Groups') {
|
||
$to_email = implode(',', getDefaultAssigneeEmailIds($ownerId));
|
||
}
|
||
if($to_email != '') {
|
||
if($isNew) {
|
||
$mail_status = send_mail('HelpDesk',$to_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
|
||
} else {
|
||
$entityDelta = new VTEntityDelta();
|
||
$statusHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'ticketstatus');
|
||
$solutionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'solution');
|
||
$ownerHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'assigned_user_id');
|
||
$descriptionHasChanged = $entityDelta->hasChanged($entityData->getModuleName(), $entityId, 'description');
|
||
if(($statusHasChanged && $entityData->get('ticketstatus') == "Closed") || $solutionHasChanged || $ownerHasChanged || $descriptionHasChanged) {
|
||
$mail_status = send_mail('HelpDesk',$to_email,$HELPDESK_SUPPORT_NAME,$HELPDESK_SUPPORT_EMAIL_ID,$subject,$email_body);
|
||
}
|
||
}
|
||
$mail_status_str = $to_email."=".$mail_status."&&&";
|
||
|
||
} else {
|
||
$mail_status_str = "'".$to_email."'=0&&&";
|
||
}
|
||
|
||
if ($mail_status != '') {
|
||
$mail_error_status = getMailErrorString($mail_status_str);
|
||
}
|
||
}
|
||
}
|
||
|
||
?>
|