dolibarr 20.0.0
modTicket.class.php
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1<?php
2/* Copyright (C) - 2013-2018 Jean-François FERRY <hello@librethic.io>
3 * Copyright (C) 2024 MDW <mdeweerd@users.noreply.github.com>
4 * Copyright (C) 2024 Frédéric France <frederic.france@free.fr>
5 *
6 * This program is free software: you can redistribute it and/or modify
7 * it under the terms of the GNU General Public License as published by
8 * the Free Software Foundation, either version 3 of the License, or
9 * (at your option) any later version.
10 *
11 * This program is distributed in the hope that it will be useful,
12 * but WITHOUT ANY WARRANTY; without even the implied warranty of
13 * MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
14 * GNU General Public License for more details.
15 *
16 * You should have received a copy of the GNU General Public License
17 * along with this program. If not, see <https://www.gnu.org/licenses/>.
18 *
19 * Module descriptor for ticket system
20 */
21
29require_once DOL_DOCUMENT_ROOT."/core/modules/DolibarrModules.class.php";
30
31
36{
42 public function __construct($db)
43 {
44 global $langs, $conf;
45 $langs->load("ticket");
46
47 $this->db = $db;
48
49 // Id for module (must be unique).
50 // Use a free id here
51 // (See in Home -> System information -> Dolibarr for list of used modules id).
52 $this->numero = 56000;
53 // Key text used to identify module (for permissions, menus, etc...)
54 $this->rights_class = 'ticket';
55
56 // Family can be 'crm','financial','hr','projects','products','ecm','technic','other'
57 // It is used to group modules in module setup page
58 $this->family = "crm";
59 // Module position in the family
60 $this->module_position = '60';
61 // Module label (no space allowed)
62 // used if translation string 'ModuleXXXName' not found
63 // (where XXX is value of numeric property 'numero' of module)
64 $this->name = preg_replace('/^mod/i', '', get_class($this));
65 // Module description
66 // used if translation string 'ModuleXXXDesc' not found
67 // (where XXX is value of numeric property 'numero' of module)
68 $this->description = "Incident/support ticket management";
69 // Possible values for version are: 'development', 'experimental' or version
70 $this->version = 'dolibarr';
71 // Key used in llx_const table to save module status enabled/disabled
72 // (where MYMODULE is value of property name of module in uppercase)
73 $this->const_name = 'MAIN_MODULE_'.strtoupper($this->name);
74 // Name of image file used for this module.
75 // If file is in theme/yourtheme/img directory under name object_pictovalue.png
76 // use this->picto='pictovalue'
77 // If file is in module/img directory under name object_pictovalue.png
78 // use this->picto='pictovalue@module'
79 $this->picto = 'ticket'; // mypicto@ticket
80 // Defined all module parts (triggers, login, substitutions, menus, css, etc...)
81 // for default path (eg: /ticket/core/xxxxx) (0=disable, 1=enable)
82 // for specific path of parts (eg: /ticket/core/modules/barcode)
83 // for specific css file (eg: /ticket/css/ticket.css.php)
84 $this->module_parts = array(
85 // Set this to 1 if module has its own trigger directory
86 'triggers' => 1,
87 );
88
89 // Data directories to create when module is enabled.
90 // Example: this->dirs = array("/ticket/temp");
91 $this->dirs = array();
92
93 // Config pages. Put here list of php pages
94 // stored into ticket/admin directory, used to setup module.
95 $this->config_page_url = array("ticket.php");
96
97 // Dependencies
98 $this->hidden = false; // A condition to hide module
99 $this->depends = array('modAgenda'); // List of module class names as string that must be enabled if this module is enabled
100 $this->requiredby = array(); // List of module ids to disable if this one is disabled
101 $this->conflictwith = array(); // List of module class names as string this module is in conflict with
102 $this->phpmin = array(7, 0); // Minimum version of PHP required by module
103 $this->langfiles = array("ticket");
104
105 // Constants
106 // List of particular constants to add when module is enabled
107 // (key, 'chaine', value, desc, visible, 'current' or 'allentities', deleteonunactive)
108 // Example:
109 $default_footer = $langs->trans('TicketMessageMailFooterText', getDolGlobalString('MAIN_INFO_SOCIETE_NOM'));
110 $this->const = array(
111 1 => array('TICKET_ENABLE_PUBLIC_INTERFACE', 'chaine', '0', 'Enable ticket public interface', 0),
112 2 => array('TICKET_ADDON', 'chaine', 'mod_ticket_simple', 'Ticket ref module', 0),
113 3 => array('TICKET_ADDON_PDF_ODT_PATH', 'chaine', 'DOL_DATA_ROOT/doctemplates/tickets', 'Ticket templates ODT/ODS directory for templates', 0),
114 4 => array('TICKET_AUTO_READ_WHEN_CREATED_FROM_BACKEND', 'chaine', 0, 'Automatically mark ticket as read when created from backend', 0),
115 5 => array('TICKET_DELAY_BEFORE_FIRST_RESPONSE', 'chaine', '0', 'Maximum wanted elapsed time before a first answer to a ticket (in hours). Display a warning in tickets list if not respected.', 0),
116 6 => array('TICKET_DELAY_SINCE_LAST_RESPONSE', 'chaine', '0', 'Maximum wanted elapsed time between two answers on the same ticket (in hours). Display a warning in tickets list if not respected.', 0),
117 7 => array('TICKET_NOTIFY_AT_CLOSING', 'chaine', '0', 'Default notify contacts when closing a module', 0),
118 8 => array('TICKET_PRODUCT_CATEGORY', 'chaine', 0, 'The category of product that is being used to find contract to link to created ticket', 0),
119 9 => array('TICKET_NOTIFICATION_EMAIL_FROM', 'chaine', getDolGlobalString('MAIN_MAIL_EMAIL_FROM'), 'Email to use by default as sender for messages sent from Dolibarr', 0),
120 10 => array('TICKET_MESSAGE_MAIL_INTRO', 'chaine', $langs->trans('TicketMessageMailIntroText'), 'Introduction text of ticket replies sent from Dolibarr', 0),
121 11 => array('TICKET_MESSAGE_MAIL_SIGNATURE', 'chaine', $default_footer, 'Signature to use by default for messages sent from Dolibarr', 0),
122 12 => array('MAIN_EMAILCOLLECTOR_MAIL_WITHOUT_HEADER', 'chaine', "1", 'Disable the rendering of headers in tickets', 0),
123 13 => array('MAIN_SECURITY_ENABLECAPTCHA_TICKET', 'chaine', getDolGlobalInt('MAIN_SECURITY_ENABLECAPTCHA_TICKET'), 'Enable captcha code by default', 0),
124 14 => array('TICKET_SHOW_COMPANY_LOGO', 'chaine', getDolGlobalInt('TICKET_SHOW_COMPANY_LOGO', 1), 'Enable logo header on ticket public page', 0),
125 15 => array('TICKET_SHOW_COMPANY_FOOTER', 'chaine', getDolGlobalInt('TICKET_SHOW_COMPANY_FOOTER', 1), 'Enable footer on ticket public page', 0)
126 );
127
128 /*
129 $this->tabs = array(
130 'thirdparty:+ticket:Tickets:ticket:$user->hasRight("ticket","read"):/ticket/list.php?socid=__ID__',
131 );
132 */
133
134 // Dictionaries
135 if (!isset($conf->ticket->enabled)) {
136 $conf->ticket = new stdClass();
137 $conf->ticket->enabled = 0;
138 }
139
140 // Dictionary of ticket types
142 array(
143 'name' => 'c_ticket_type',
144 'lib' => 'TicketDictType',
145 'sql' => 'SELECT f.rowid as rowid, f.code, f.pos, f.label, f.active, f.use_default, f.entity FROM '.$this->db->prefix().'c_ticket_type as f WHERE f.entity IN ('.getEntity('c_ticket_type').')',
146 'sqlsort' => 'pos ASC',
147 'field' => 'code,label,pos,use_default',
148 'fieldvalue' => 'code,label,pos,use_default',
149 'fieldinsert' => 'code,label,pos,use_default,entity',
150 'rowid' => 'rowid',
151 'cond' => isModEnabled('ticket'),
152 'help' => array('code' => $langs->trans('EnterAnyCode'), 'use_default' => $langs->trans('EnterYesOrNo'))
153 )
154 );
155
156 // Dictionary of ticket severities
158 array(
159 'name' => 'c_ticket_severity',
160 'lib' => 'TicketDictSeverity',
161 'sql' => 'SELECT f.rowid as rowid, f.code, f.pos, f.label, f.active, f.use_default, f.entity FROM '.$this->db->prefix().'c_ticket_severity as f WHERE f.entity IN ('.getEntity('c_ticket_severity').')',
162 'sqlsort' => 'pos ASC',
163 'field' => 'code,label,pos,use_default',
164 'fieldvalue' => 'code,label,pos,use_default',
165 'fieldinsert' => 'code,label,pos,use_default,entity',
166 'rowid' => 'rowid',
167 'cond' => isModEnabled('ticket'),
168 'help' => array('code' => $langs->trans('EnterAnyCode'), 'use_default' => $langs->trans('EnterYesOrNo'))
169 )
170 );
171
172 // Dictionary of ticket categories
174 array(
175 'name' => 'c_ticket_category',
176 'lib' => 'TicketDictCategory',
177 'sql' => 'SELECT f.rowid as rowid, f.code, f.pos, f.label, f.active, f.use_default, f.public, f.fk_parent, f.entity FROM '.$this->db->prefix().'c_ticket_category as f WHERE f.entity IN ('.getEntity('c_ticket_category').')',
178 'sqlsort' => 'pos ASC',
179 'field' => 'code,label,pos,use_default,public,fk_parent',
180 'fieldvalue' => 'code,label,pos,use_default,public,fk_parent',
181 'fieldinsert' => 'code,label,pos,use_default,public,fk_parent,entity',
182 'rowid' => 'rowid',
183 'cond' => isModEnabled('ticket'),
184 'help' => array(
185 'code' => $langs->trans('EnterAnyCode'),
186 'use_default' => $langs->trans('EnterYesOrNo'),
187 'public' => $langs->trans('Enter0or1').'<br>'.$langs->trans('TicketGroupIsPublicDesc'),
188 'fk_parent' => $langs->trans('IfThisCategoryIsChildOfAnother')
189 )
190 )
191 );
192
193 // Dictionary of ticket resolutions (apparently unused except if TICKET_ENABLE_RESOLUTION is on)
195 array(
196 'name' => 'c_ticket_resolution',
197 'lib' => 'TicketDictResolution',
198 'sql' => 'SELECT f.rowid as rowid, f.code, f.pos, f.label, f.active, f.use_default, f.entity FROM '.$this->db->prefix().'c_ticket_resolution as f WHERE f.entity IN ('.getEntity('c_ticket_resolution').')',
199 'sqlsort' => 'pos ASC',
200 'field' => 'code,label,pos,use_default',
201 'fieldvalue' => 'code,label,pos,use_default',
202 'fieldinsert' => 'code,label,pos,use_default,entity',
203 'rowid' => 'rowid',
204 'cond' => isModEnabled('ticket') && getDolGlobalString('TICKET_ENABLE_RESOLUTION'),
205 'help' => array('code' => $langs->trans('EnterAnyCode'), 'use_default' => $langs->trans('Enter0or1'))
206 )
207 );
208
209 // Boxes
210 // Add here list of php file(s) stored in core/boxes that contains class to show a box.
211 $this->boxes = array(
212 0 => array('file' => 'box_last_ticket.php', 'enabledbydefaulton' => 'Home'),
213 1 => array('file' => 'box_last_modified_ticket.php', 'enabledbydefaulton' => 'Home'),
214 2 => array('file' => 'box_ticket_by_severity.php', 'enabledbydefaulton' => 'ticketindex'),
215 3 => array('file' => 'box_graph_nb_ticket_last_x_days.php', 'enabledbydefaulton' => 'ticketindex'),
216 4 => array('file' => 'box_graph_nb_tickets_type.php', 'enabledbydefaulton' => 'ticketindex'),
217 5 => array('file' => 'box_new_vs_close_ticket.php', 'enabledbydefaulton' => 'ticketindex')
218 ); // Boxes list
219
220 // Permissions
221 $this->rights = array(); // Permission array used by this module
222
223 $r = 0;
224 $this->rights[$r][0] = 56001; // id de la permission
225 $this->rights[$r][1] = "Read ticket"; // libelle de la permission
226 $this->rights[$r][2] = 'r'; // type de la permission (deprecated)
227 $this->rights[$r][3] = 0; // La permission est-elle une permission par default
228 $this->rights[$r][4] = 'read';
229
230 $r++;
231 $this->rights[$r][0] = 56002; // id de la permission
232 $this->rights[$r][1] = "Create les tickets"; // libelle de la permission
233 $this->rights[$r][2] = 'w'; // type de la permission (deprecated)
234 $this->rights[$r][3] = 0; // La permission est-elle une permission par default
235 $this->rights[$r][4] = 'write';
236
237 $r++;
238 $this->rights[$r][0] = 56003; // id de la permission
239 $this->rights[$r][1] = "Delete les tickets"; // libelle de la permission
240 $this->rights[$r][2] = 'd'; // type de la permission (deprecated)
241 $this->rights[$r][3] = 0; // La permission est-elle une permission par default
242 $this->rights[$r][4] = 'delete';
243
244 $r++;
245 $this->rights[$r][0] = 56004; // id de la permission
246 $this->rights[$r][1] = "Manage tickets"; // libelle de la permission
247 //$this->rights[$r][2] = 'd'; // type de la permission (deprecated)
248 $this->rights[$r][3] = 0; // La permission est-elle une permission par default
249 $this->rights[$r][4] = 'manage';
250
251 $r++;
252 $this->rights[$r][0] = 56006; // id de la permission
253 $this->rights[$r][1] = "Export ticket"; // libelle de la permission
254 //$this->rights[$r][2] = 'd'; // type de la permission (deprecated)
255 $this->rights[$r][3] = 0; // La permission est-elle une permission par default
256 $this->rights[$r][4] = 'export';
257
258 /* Seems not used and in conflict with societe->client->voir (see all thirdparties)
259 $r++;
260 $this->rights[$r][0] = 56005; // id de la permission
261 $this->rights[$r][1] = 'See all tickets, even if not assigned to (not effective for external users, always restricted to the thirdpardy they depends on)'; // libelle de la permission
262 $this->rights[$r][2] = 'r'; // type de la permission (deprecated)
263 $this->rights[$r][3] = 0; // La permission est-elle une permission par default
264 $this->rights[$r][4] = 'view';
265 $this->rights[$r][5] = 'all';
266 */
267
268 // Main menu entries
269 $this->menu = array(); // List of menus to add
270 $r = 0;
271
272 /*$this->menu[$r] = array('fk_menu' => 0, // Put 0 if this is a top menu
273 'type' => 'top', // This is a Top menu entry
274 'titre' => 'Ticket',
275 'prefix' => img_picto('', $this->picto, 'class="paddingright pictofixedwidth em092"'),
276 'mainmenu' => 'ticket',
277 'leftmenu' => '1', // Use 1 if you also want to add left menu entries using this descriptor.
278 'url' => '/ticket/index.php',
279 'langs' => 'ticket', // Lang file to use (without .lang) by module. File must be in langs/code_CODE/ directory.
280 'position' => 88,
281 'enabled' => 'isModEnabled("ticket")',
282 'perms' => '$user->hasRight("ticket","read")',
283 'target' => '',
284 'user' => 2); // 0=Menu for internal users, 1=external users, 2=both
285 $r++;*/
286
287 $this->menu[$r] = array('fk_menu' => 'fk_mainmenu=ticket',
288 'type' => 'left',
289 'titre' => 'Ticket',
290 'prefix' => img_picto('', $this->picto, 'class="paddingright pictofixedwidth em092"'),
291 'mainmenu' => 'ticket',
292 'leftmenu' => 'ticket',
293 'url' => '/ticket/index.php',
294 'langs' => 'ticket',
295 'position' => 101,
296 'enabled' => 'isModEnabled("ticket")',
297 'perms' => '$user->hasRight("ticket","read")',
298 'target' => '',
299 'user' => 2);
300 $r++;
301
302 $this->menu[$r] = array('fk_menu' => 'fk_mainmenu=ticket,fk_leftmenu=ticket',
303 'type' => 'left',
304 'titre' => 'NewTicket',
305 'mainmenu' => 'ticket',
306 'url' => '/ticket/card.php?action=create&mode=init',
307 'langs' => 'ticket',
308 'position' => 102,
309 'enabled' => 'isModEnabled("ticket")',
310 'perms' => '$user->rights->ticket->write',
311 'target' => '',
312 'user' => 2);
313 $r++;
314
315 $this->menu[$r] = array('fk_menu' => 'fk_mainmenu=ticket,fk_leftmenu=ticket',
316 'type' => 'left',
317 'titre' => 'List',
318 'mainmenu' => 'ticket',
319 'leftmenu' => 'ticketlist',
320 'url' => '/ticket/list.php?search_fk_status=non_closed',
321 'langs' => 'ticket',
322 'position' => 103,
323 'enabled' => 'isModEnabled("ticket")',
324 'perms' => '$user->hasRight("ticket","read")',
325 'target' => '',
326 'user' => 2);
327 $r++;
328
329 $this->menu[$r] = array('fk_menu' => 'fk_mainmenu=ticket,fk_leftmenu=ticket',
330 'type' => 'left',
331 'titre' => 'MenuTicketMyAssign',
332 'mainmenu' => 'ticket',
333 'leftmenu' => 'ticketmy',
334 'url' => '/ticket/list.php?mode=mine&search_fk_status=non_closed',
335 'langs' => 'ticket',
336 'position' => 105,
337 'enabled' => 'isModEnabled("ticket")',
338 'perms' => '$user->hasRight("ticket","read")',
339 'target' => '',
340 'user' => 0);
341 $r++;
342
343 $this->menu[$r] = array('fk_menu' => 'fk_mainmenu=ticket,fk_leftmenu=ticket',
344 'type' => 'left',
345 'titre' => 'Statistics',
346 'mainmenu' => 'ticket',
347 'url' => '/ticket/stats/index.php',
348 'langs' => 'ticket',
349 'position' => 107,
350 'enabled' => 'isModEnabled("ticket")',
351 'perms' => '$user->hasRight("ticket","read")',
352 'target' => '',
353 'user' => 0);
354 $r++;
355
356 $this->menu[$r] = array('fk_menu' => 'fk_mainmenu=ticket,fk_leftmenu=ticket',
357 'type' => 'left',
358 'titre' => 'Categories',
359 'mainmenu' => 'ticket',
360 'url' => '/categories/index.php?type=12',
361 'langs' => 'ticket',
362 'position' => 107,
363 'enabled' => 'isModEnabled("ticket") && isModEnabled("categorie")',
364 'perms' => '$user->hasRight("ticket","read")',
365 'target' => '',
366 'user' => 0);
367 $r++;
368
369 // Exports
370 //--------
371 $r = 1;
372
373 // Export list of tickets and attributes
374 $langs->load("ticket");
375 $this->export_code[$r] = $this->rights_class.'_'.$r;
376 $this->export_label[$r] = 'ExportDataset_ticket_1'; // Translation key (used only if key ExportDataset_xxx_z not found)
377 $this->export_permission[$r] = array(array("ticket", "export"));
378 $this->export_icon[$r] = 'ticket';
379 $keyforclass = 'Ticket';
380 $keyforclassfile = '/ticket/class/ticket.class.php';
381 $keyforelement = 'ticket';
382 include DOL_DOCUMENT_ROOT.'/core/commonfieldsinexport.inc.php';
383 $keyforselect = 'ticket';
384 $keyforaliasextra = 'extra';
385 $keyforelement = 'ticket';
386 include DOL_DOCUMENT_ROOT.'/core/extrafieldsinexport.inc.php';
387 $this->export_sql_start[$r] = 'SELECT DISTINCT ';
388 $this->export_sql_end[$r] = ' FROM '.MAIN_DB_PREFIX.'ticket as t';
389 $this->export_sql_end[$r] .= ' LEFT JOIN '.MAIN_DB_PREFIX.'ticket_extrafields as extra on (t.rowid = extra.fk_object)';
390 $this->export_sql_end[$r] .= ' WHERE 1 = 1';
391 $this->export_sql_end[$r] .= ' AND t.entity IN ('.getEntity('ticket').')';
392 $r++;
393 }
394
403 public function init($options = '')
404 {
405 global $conf, $langs;
406
407 $result = $this->_load_tables('/install/mysql/', 'ticket');
408 if ($result < 0) {
409 return -1; // Do not activate module if error 'not allowed' returned when loading module SQL queries (the _load_table run sql with run_sql with the error allowed parameter set to 'default')
410 }
411
412 // Permissions
413 $this->remove($options);
414
415 //ODT template
416 $src = DOL_DOCUMENT_ROOT.'/install/doctemplates/tickets/template_ticket.odt';
417 $dirodt = DOL_DATA_ROOT.'/doctemplates/tickets';
418 $dest = $dirodt.'/template_ticket.odt';
419
420 if (file_exists($src) && !file_exists($dest)) {
421 require_once DOL_DOCUMENT_ROOT.'/core/lib/files.lib.php';
422 dol_mkdir($dirodt);
423 $result = dol_copy($src, $dest, 0, 0);
424 if ($result < 0) {
425 $langs->load("errors");
426 $this->error = $langs->trans('ErrorFailToCopyFile', $src, $dest);
427 return 0;
428 }
429 }
430
431 $sql = array(
432 array("sql" => "insert into ".$this->db->prefix()."c_type_contact(rowid, element, source, code, libelle, active ) values (110120, 'ticket', 'internal', 'SUPPORTTEC', 'Utilisateur assigné au ticket', 1);", "ignoreerror" => 1),
433 array("sql" => "insert into ".$this->db->prefix()."c_type_contact(rowid, element, source, code, libelle, active ) values (110121, 'ticket', 'internal', 'CONTRIBUTOR', 'Intervenant', 1);", "ignoreerror" => 1),
434 array("sql" => "insert into ".$this->db->prefix()."c_type_contact(rowid, element, source, code, libelle, active ) values (110122, 'ticket', 'external', 'SUPPORTCLI', 'Contact client suivi incident', 1);", "ignoreerror" => 1),
435 array("sql" => "insert into ".$this->db->prefix()."c_type_contact(rowid, element, source, code, libelle, active ) values (110123, 'ticket', 'external', 'CONTRIBUTOR', 'Intervenant', 1);", "ignoreerror" => 1),
436 // remove old settings
437 "DELETE FROM ".$this->db->prefix()."document_model WHERE nom = 'TICKET_ADDON_PDF_ODT_PATH' AND type = 'ticket' AND entity = ".((int) $conf->entity),
438 // activate default odt templates
439 array("sql" => "INSERT INTO ".$this->db->prefix()."document_model (nom, type, libelle, entity, description) VALUES('generic_ticket_odt','ticket','ODT templates',".((int) $conf->entity).",'TICKET_ADDON_PDF_ODT_PATH');", "ignoreerror" => 1),
440 );
441
442 return $this->_init($sql, $options);
443 }
444}
Class DolibarrModules.
_init($array_sql, $options='')
Enables a module.
_load_tables($reldir, $onlywithsuffix='')
Create tables and keys required by module:
declareNewDictionary($dictionaryArray, $langs='')
Helper method to declare dictionaries one at a time (rather than declaring dictionaries property by p...
Description and activation class for module Ticket.
init($options='')
Function called when module is enabled.
__construct($db)
Constructor.
print $script_file $mode $langs defaultlang(is_numeric($duration_value) ? " delay=". $duration_value :"").(is_numeric($duration_value2) ? " after cd cd cd description as description
Only used if Module[ID]Desc translation string is not found.
dol_copy($srcfile, $destfile, $newmask='0', $overwriteifexists=1, $testvirus=0, $indexdatabase=0)
Copy a file to another file.
img_picto($titlealt, $picto, $moreatt='', $pictoisfullpath=0, $srconly=0, $notitle=0, $alt='', $morecss='', $marginleftonlyshort=2)
Show picto whatever it's its name (generic function)
getDolGlobalInt($key, $default=0)
Return a Dolibarr global constant int value.
getDolGlobalString($key, $default='')
Return dolibarr global constant string value.
getEntity($element, $shared=1, $currentobject=null)
Get list of entity id to use.
dol_mkdir($dir, $dataroot='', $newmask='')
Creation of a directory (this can create recursive subdir)
$conf db name
Only used if Module[ID]Name translation string is not found.
Definition repair.php:140