ticket.class.php

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<?php
/* Copyright (C) 2013-2018  Jean-François Ferry   <hello@librethic.io>
 * Copyright (C) 2016       Christophe Battarel   <christophe@altairis.fr>
 * Copyright (C) 2019-2025  Frédéric France         <frederic.france@free.fr>
 * Copyright (C) 2020       Laurent Destailleur   <eldy@users.sourceforge.net>
 * Copyright (C) 2023-2025  Charlene Benke        <charlene@patas-monkey.com>
 * Copyright (C) 2023-2024  Benjamin Falière      <benjamin.faliere@altairis.fr>
 * Copyright (C) 2024   William Mead      <william.mead@manchenumerique.fr>
 * Copyright (C) 2024-2025  MDW           <mdeweerd@users.noreply.github.com>
 *
 * 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/>.
 */
 
// Put here all includes required by your class file
require_once DOL_DOCUMENT_ROOT."/core/class/commonobject.class.php";
require_once DOL_DOCUMENT_ROOT.'/fichinter/class/fichinter.class.php';
require_once DOL_DOCUMENT_ROOT.'/core/lib/ticket.lib.php';
 
 
class Ticket extends CommonObject
{
  public $db;
 
  public $element = 'ticket';
 
  public $table_element = 'ticket';
 
  public $fk_element = 'fk_ticket';
 
  public $picto = 'ticket';
 
  public $track_id;
 
  public $fk_soc;
 
  public $socid;
 
  public $fk_project;
 
  public $fk_contract;
 
  public $origin_email;
 
  public $fk_user_create;
 
  public $fk_user_assign;
 
  public $subject;
 
  public $message;
 
  public $private;
 
  public $fk_statut;
 
  public $status;
 
  public $resolution;
 
  public $progress;
 
  public $timing;
 
  public $type_code;
 
  public $category_code;
 
  public $severity_code;
 
  public $type_label;
 
  public $category_label;
 
  public $severity_label;
 
  public $email_from;
 
  public $origin_replyto;
 
  public $origin_references;
 
  public $datec;
 
  public $date_read;
 
  public $date_last_msg_sent;
 
  public $date_close;
 
  public $cache_types_tickets;
 
  public $cache_msgs_ticket;
 
  public $notify_tiers_at_create;
 
  public $email_msgid;
 
  public $email_date;
 
  public $ip;
 
  public $lines;
 
  public $regeximgext = '\.gif|\.jpg|\.jpeg|\.png|\.bmp|\.webp|\.xpm|\.xbm'; // See also into images.lib.php
 
  const STATUS_NOT_READ = 0;      // Draft. Not take into account yet.
  const STATUS_READ = 1;        // Ticket was read.
  const STATUS_ASSIGNED = 2;      // Ticket was just assigned to someone. Not in progress yet.
  const STATUS_IN_PROGRESS = 3;   // In progress
  const STATUS_NEED_MORE_INFO = 5;  // Waiting requester feedback
  const STATUS_WAITING = 7;     // On hold
  const STATUS_CLOSED = 8;      // Closed - Solved
  const STATUS_CANCELED = 9;      // Closed - Not solved
 
 
  // BEGIN MODULEBUILDER PROPERTIES
  public $fields = array(
    'rowid' => array('type' => 'integer', 'label' => 'TechnicalID', 'visible' => -2, 'enabled' => 1, 'position' => 1, 'notnull' => 1, 'index' => 1, 'comment' => "Id"),
    'entity' => array('type' => 'integer', 'label' => 'Entity', 'visible' => 0, 'enabled' => 1, 'position' => 5, 'notnull' => 1, 'index' => 1),
    'ref' => array('type' => 'varchar(128)', 'label' => 'Ref', 'visible' => 1, 'enabled' => 1, 'position' => 10, 'notnull' => 1, 'index' => 1, 'searchall' => 1, 'comment' => "Reference of object", 'css' => '', 'showoncombobox' => 1),
    'track_id' => array('type' => 'varchar(255)', 'label' => 'TicketTrackId', 'visible' => -2, 'enabled' => 1, 'position' => 11, 'notnull' => -1, 'searchall' => 1, 'help' => "Help text"),
    'fk_user_create' => array('type' => 'integer:User:user/class/user.class.php', 'label' => 'Author', 'visible' => 1, 'enabled' => 1, 'position' => 15, 'notnull' => 1, 'csslist' => 'tdoverflowmax100 maxwidth150onsmartphone'),
    'origin_email' => array('type' => 'mail', 'label' => 'OriginEmail', 'visible' => -2, 'enabled' => 1, 'position' => 16, 'notnull' => 1, 'index' => 1, 'searchall' => 1, 'comment' => "Reference of object", 'csslist' => 'tdoverflowmax150'),
    'origin_replyto' => array('type' => 'mail', 'label' => 'EmailReplyto', 'visible' => -2, 'enabled' => 1, 'position' => 17, 'notnull' => 1, 'index' => 1, 'searchall' => 1, 'comment' => "Email to reply to", 'csslist' => 'tdoverflowmax150'),
    'origin_references' => array('type' => 'text', 'label' => 'EmailReferences', 'visible' => -2, 'enabled' => 1, 'position' => 18, 'notnull' => 1, 'index' => 1, 'searchall' => 1, 'comment' => "References from origin email", 'csslist' => 'tdoverflowmax150'),
    'subject' => array('type' => 'varchar(255)', 'label' => 'Subject', 'visible' => 1, 'enabled' => 1, 'position' => 19, 'notnull' => -1, 'searchall' => 1, 'help' => "", 'css' => 'maxwidth200 tdoverflowmax200', 'csslist' => 'tdoverflowmax250', 'autofocusoncreate' => 1),
    'type_code' => array('type' => 'varchar(32)', 'label' => 'Type', 'visible' => 1, 'enabled' => 1, 'position' => 20, 'notnull' => -1, 'help' => "", 'csslist' => 'tdoverflowmax100'),
    'category_code' => array('type' => 'varchar(32)', 'label' => 'TicketCategory', 'visible' => -1, 'enabled' => 1, 'position' => 21, 'notnull' => -1, 'help' => "", 'css' => 'maxwidth100 tdoverflowmax200'),
    'severity_code' => array('type' => 'varchar(32)', 'label' => 'Severity', 'visible' => 1, 'enabled' => 1, 'position' => 22, 'notnull' => -1, 'help' => "", 'css' => 'maxwidth100'),
    'fk_soc' => array('type' => 'integer:Societe:societe/class/societe.class.php', 'label' => 'ThirdParty', 'visible' => 1, 'enabled' => 'isModEnabled("societe")', 'position' => 50, 'notnull' => -1, 'index' => 1, 'searchall' => 1, 'help' => "OrganizationEventLinkToThirdParty", 'css' => 'tdoverflowmax150 maxwidth150onsmartphone'),
    'notify_tiers_at_create' => array('type' => 'integer', 'label' => 'NotifyThirdparty', 'visible' => -1, 'enabled' => 0, 'position' => 51, 'notnull' => 1, 'index' => 1),
    'fk_project' => array('type' => 'integer:Project:projet/class/project.class.php', 'label' => 'Project', 'visible' => -1, 'enabled' => '$conf->project->enabled', 'position' => 52, 'notnull' => -1, 'index' => 1, 'help' => "LinkToProject"),
    'fk_contract' => array('type' => 'integer:Contrat:contrat/class/contrat.class.php', 'label' => 'Contract', 'visible' => -1, 'enabled' => '$conf->contract->enabled', 'position' => 53, 'notnull' => -1, 'index' => 1, 'help' => "LinkToContract"),
    //'timing' => array('type'=>'varchar(20)', 'label'=>'Timing', 'visible'=>-1, 'enabled'=>1, 'position'=>42, 'notnull'=>-1, 'help'=>""),  // what is this ?
    'datec' => array('type' => 'datetime', 'label' => 'DateCreation', 'visible' => 1, 'enabled' => 1, 'position' => 500, 'notnull' => 1, 'csslist' => 'nowraponall'),
    'tms' => array('type' => 'timestamp', 'label' => 'DateModification', 'visible' => -1, 'enabled' => 1, 'position' => 501, 'notnull' => 1),
    'date_read' => array('type' => 'datetime', 'label' => 'DateReading', 'visible' => -1, 'enabled' => 1, 'position' => 505, 'notnull' => 1, 'csslist' => 'nowraponall'),
    'date_last_msg_sent' => array('type' => 'datetime', 'label' => 'TicketLastMessageDate', 'visible' => 0, 'enabled' => 1, 'position' => 506, 'notnull' => -1),
    'fk_user_assign' => array('type' => 'integer:User:user/class/user.class.php', 'label' => 'AssignedTo', 'visible' => 1, 'enabled' => 1, 'position' => 507, 'notnull' => 1, 'csslist' => 'tdoverflowmax100 maxwidth150onsmartphone'),
    'date_close' => array('type' => 'datetime', 'label' => 'TicketCloseOn', 'visible' => -1, 'enabled' => 1, 'position' => 510, 'notnull' => 1),
    'message' => array('type' => 'html', 'label' => 'Message', 'visible' => -2, 'enabled' => 1, 'position' => 540, 'notnull' => -1,),
    'email_msgid' => array('type' => 'varchar(255)', 'label' => 'EmailMsgID', 'visible' => -2, 'enabled' => 1, 'position' => 540, 'notnull' => -1, 'help' => 'EmailMsgIDDesc', 'csslist' => 'tdoverflowmax100'),
    'email_date' => array('type' => 'datetime', 'label' => 'EmailDate', 'visible' => -2, 'enabled' => 1, 'position' => 541),
    'progress' => array('type' => 'integer', 'label' => 'Progression', 'visible' => -1, 'enabled' => 1, 'position' => 540, 'notnull' => -1, 'css' => 'right', 'help' => "", 'isameasure' => 1, 'csslist' => 'width50'),
    'resolution' => array('type' => 'integer', 'label' => 'Resolution', 'visible' => -1, 'enabled' => 'getDolGlobalString("TICKET_ENABLE_RESOLUTION")', 'position' => 550, 'notnull' => 1),
    'model_pdf' => array('type' => 'varchar(255)', 'label' => 'PDFTemplate', 'enabled' => 1, 'visible' => 0, 'position' => 560),
    'extraparams' => array('type' => 'varchar(255)', 'label' => 'Extraparams', 'enabled' => 1, 'visible' => 0, 'position' => 570),
    'fk_statut' => array('type' => 'integer', 'label' => 'Status', 'visible' => 1, 'enabled' => 1, 'position' => 600, 'notnull' => 1, 'index' => 1, 'arrayofkeyval' => array(0 => 'Unread', 1 => 'Read', 2 => 'Assigned', 3 => 'InProgress', 5 => 'NeedMoreInformation', 7 => 'OnHold', 8 => 'SolvedClosed', 9 => 'Deleted')),
    'import_key' => array('type' => 'varchar(14)', 'label' => 'ImportId', 'enabled' => 1, 'visible' => -2, 'position' => 900),
  );
  // END MODULEBUILDER PROPERTIES
 
 
  public function __construct(DoliDB $db)
  {
    $this->db = $db;
 
    $this->ismultientitymanaged = 1;
    $this->isextrafieldmanaged = 1;
 
    $this->labelStatusShort = array(
      self::STATUS_NOT_READ => 'Unread',
      self::STATUS_READ => 'Read',
      self::STATUS_ASSIGNED => 'Assigned',
      self::STATUS_IN_PROGRESS => 'InProgress',
      self::STATUS_NEED_MORE_INFO => 'NeedMoreInformationShort',
      self::STATUS_WAITING => 'OnHold',
      self::STATUS_CLOSED => 'SolvedClosed',
      self::STATUS_CANCELED => 'Canceled'
    );
    $this->labelStatus = array(
      self::STATUS_NOT_READ => 'Unread',
      self::STATUS_READ => 'Read',
      self::STATUS_ASSIGNED => 'Assigned',
      self::STATUS_IN_PROGRESS => 'InProgress',
      self::STATUS_NEED_MORE_INFO => 'NeedMoreInformation',
      self::STATUS_WAITING => 'OnHold',
      self::STATUS_CLOSED => 'SolvedClosed',
      self::STATUS_CANCELED => 'Canceled'
    );
 
    if (!getDolGlobalString('TICKET_INCLUDE_SUSPENDED_STATUS')) {
      unset($this->fields['fk_statut']['arrayofkeyval'][self::STATUS_WAITING]);
      unset($this->labelStatusShort[self::STATUS_WAITING]);
      unset($this->labelStatus[self::STATUS_WAITING]);
    }
  }
 
  private function verify()
  {
    $this->errors = array();
 
    $result = 0;
 
    // Clean parameters
    if (isset($this->ref)) {
      $this->ref = trim($this->ref);
    }
 
    if (isset($this->track_id)) {
      $this->track_id = trim($this->track_id);
    }
 
    if (isset($this->fk_soc)) {
      $this->fk_soc = (int) $this->fk_soc;
    }
 
    if (isset($this->fk_project)) {
      $this->fk_project = (int) $this->fk_project;
    }
 
    if (isset($this->origin_email)) {
      $this->origin_email = trim($this->origin_email);
    }
 
    if (isset($this->fk_user_create)) {
      $this->fk_user_create = (int) $this->fk_user_create;
    }
 
    if (isset($this->fk_user_assign)) {
      $this->fk_user_assign = (int) $this->fk_user_assign;
    }
 
    if (isset($this->subject)) {
      $this->subject = trim($this->subject);
    }
 
    if (isset($this->message)) {
      $this->message = trim($this->message);
      if (dol_strlen($this->message) > 65000) {
        $this->errors[] = 'ErrorFieldTooLong';
        dol_syslog(get_class($this).'::create error -1 message too long', LOG_ERR);
        $result = -1;
      }
    }
 
    if (isset($this->status)) {
      $this->status = (int) $this->status;
    }
 
    if (isset($this->resolution)) {
      $this->resolution = (int) $this->resolution;
    }
 
    if (isset($this->progress)) {
      $this->progress = (int) $this->progress;
    }
 
    if (isset($this->timing)) {
      $this->timing = trim($this->timing);
    }
 
    if (isset($this->type_code)) {
      $this->type_code = trim($this->type_code);
    }
 
    if (isset($this->category_code)) {
      $this->category_code = trim($this->category_code);
    }
 
    if (isset($this->severity_code)) {
      $this->severity_code = trim($this->severity_code);
    }
 
    if (empty($this->ref)) {
      $this->errors[] = 'ErrorTicketRefRequired';
      dol_syslog(get_class($this)."::create error -1 ref null", LOG_ERR);
      $result = -1;
    }
 
    return $result;
  }
 
  public function checkExistingRef(string $action, string $getRef)
  {
    $test = new self($this->db);
 
    if ($test->fetch(0, $getRef) > 0) {
      if (($action == 'add') || ($action == 'update' && $this->ref != $getRef)) {
        return true;
      }
    }
 
    $this->ref = $getRef;
    return false;
  }
 
  public function create($user, $notrigger = 0)
  {
    global $conf;
 
    $error = 0;
 
    // Clean parameters
    if (empty($this->datec)) {
      $this->datec = dol_now();
    }
    if (empty($this->track_id)) {
      $this->track_id = generate_random_id(16);
    }
 
    // Check more parameters
    // If error, this->errors[] is filled
    $result = $this->verify();
 
    if ($result >= 0) {
      // setEntity will set entity with the right value if empty or change it for the right value if multicompany module is active
      $this->entity = setEntity($this);
 
      // Insert request
      $sql = "INSERT INTO ".MAIN_DB_PREFIX."ticket(";
      $sql .= "ref,";
      $sql .= "track_id,";
      $sql .= "fk_soc,";
      $sql .= "fk_project,";
      $sql .= "fk_contract,";
      $sql .= "origin_email,";
      $sql .= "origin_replyto,";
      $sql .= "origin_references,";
      $sql .= "fk_user_create,";
      $sql .= "fk_user_assign,";
      $sql .= "email_msgid,";
      $sql .= "email_date,";
      $sql .= "subject,";
      $sql .= "message,";
      $sql .= "fk_statut,";
      $sql .= "resolution,";
      $sql .= "progress,";
      $sql .= "timing,";
      $sql .= "type_code,";
      $sql .= "category_code,";
      $sql .= "severity_code,";
      $sql .= "datec,";
      $sql .= "date_read,";
      $sql .= "date_close,";
      $sql .= "entity,";
      $sql .= "notify_tiers_at_create,";
      $sql .= "model_pdf,";
      $sql .= "ip";
      $sql .= ") VALUES (";
      $sql .= " ".(!isset($this->ref) ? '' : "'".$this->db->escape($this->ref)."'").",";
      $sql .= " ".(!isset($this->track_id) ? 'NULL' : "'".$this->db->escape($this->track_id)."'").",";
      $sql .= " ".($this->fk_soc > 0 ? ((int) $this->fk_soc) : "null").",";
      $sql .= " ".($this->fk_project > 0 ? ((int) $this->fk_project) : "null").",";
      $sql .= " ".($this->fk_contract > 0 ? ((int) $this->fk_contract) : "null").",";
      $sql .= " ".(!isset($this->origin_email) ? 'NULL' : "'".$this->db->escape($this->origin_email)."'").",";
      $sql .= " ".(!isset($this->origin_replyto) ? 'NULL' : "'".$this->db->escape($this->origin_replyto)."'").",";
      $sql .= " ".(!isset($this->origin_references) ? 'NULL' : "'".$this->db->escape($this->origin_references)."'").",";
      $sql .= " ".(!isset($this->fk_user_create) ? ($user->id > 0 ? ((int) $user->id) : 'NULL') : ($this->fk_user_create > 0 ? ((int) $this->fk_user_create) : 'NULL')).",";
      $sql .= " ".($this->fk_user_assign > 0 ? ((int) $this->fk_user_assign) : 'NULL').",";
      $sql .= " ".(empty($this->email_msgid) ? 'NULL' : "'".$this->db->escape($this->email_msgid)."'").",";
      $sql .= " ".(!isDolTms($this->email_date) ? 'NULL' : "'".$this->db->idate($this->email_date)."'").",";
      $sql .= " ".(!isset($this->subject) ? 'NULL' : "'".$this->db->escape($this->subject)."'").",";
      $sql .= " ".(!isset($this->message) ? 'NULL' : "'".$this->db->escape($this->message)."'").",";
      $sql .= " ".(!isset($this->status) ? '0' : ((int) $this->status)).",";
      $sql .= " ".(!isset($this->resolution) ? 'NULL' : ((int) $this->resolution)).",";
      $sql .= " ".(!isset($this->progress) ? '0' : ((int) $this->progress)).",";
      $sql .= " ".(!isset($this->timing) ? 'NULL' : "'".$this->db->escape($this->timing)."'").",";
      $sql .= " ".(!isset($this->type_code) ? 'NULL' : "'".$this->db->escape($this->type_code)."'").",";
      $sql .= " ".(empty($this->category_code) || $this->category_code == '-1' ? 'NULL' : "'".$this->db->escape($this->category_code)."'").",";
      $sql .= " ".(!isset($this->severity_code) ? 'NULL' : "'".$this->db->escape($this->severity_code)."'").",";
      $sql .= " ".(!isDolTms($this->datec) ? 'NULL' : "'".$this->db->idate($this->datec)."'").",";
      $sql .= " ".(!isset($this->date_read) || dol_strlen((string) $this->date_read) == 0 ? 'NULL' : "'".$this->db->idate($this->date_read)."'").",";
      $sql .= " ".(!isset($this->date_close) || dol_strlen((string) $this->date_close) == 0 ? 'NULL' : "'".$this->db->idate($this->date_close)."'");
      $sql .= ", ".((int) $this->entity);
      $sql .= ", ".(!isset($this->notify_tiers_at_create) ? 1 : ((int) $this->notify_tiers_at_create));
      $sql .= ", '".$this->db->escape($this->model_pdf)."'";
      $sql .= ", ".(!isset($this->ip) ? 'NULL' : "'".$this->db->escape($this->ip)."'");
      $sql .= ")";
 
      $this->db->begin();
 
      dol_syslog(get_class($this)."::create", LOG_DEBUG);
      $resql = $this->db->query($sql);
      if (!$resql) {
        $error++;
        $this->errors[] = "Error ".$this->db->lasterror();
      }
 
      if (!$error) {
        $this->id = $this->db->last_insert_id(MAIN_DB_PREFIX."ticket");
      }
 
      if (!$error && getDolGlobalString('TICKET_ADD_AUTHOR_AS_CONTACT') && empty($this->context["createdfrompublicinterface"])) {
        // add creator as contributor
 
        // We first check the type of contact (internal or external)
        if (!empty($user->socid) && !empty($user->contact_id) && getDolGlobalInt('TICKET_ADD_AUTHOR_AS_CONTACT') == 2) {
          $contact_type = 'external';
          $contributor_id = $user->contact_id;
        } else {
          $contact_type = 'internal';
          $contributor_id = $user->id;
        }
 
        // We add the creator as contributor
        if ($this->add_contact($contributor_id, 'CONTRIBUTOR', $contact_type) < 0) {
          $error++;
        }
      }
 
      if (!$error && $this->fk_user_assign > 0) {
        if ($this->add_contact($this->fk_user_assign, 'SUPPORTTEC', 'internal') < 0) {
          $error++;
        }
      }
 
 
      //Update extrafield
      if (!$error) {
        $result = $this->insertExtraFields();
        if ($result < 0) {
          $error++;
        }
      }
 
      if (!$error && !$notrigger) {
        // Call trigger
        $result = $this->call_trigger('TICKET_CREATE', $user);
        if ($result < 0) {
          $error++;
        }
        // End call triggers
      }
 
      // Commit or rollback
      if ($error) {
        foreach ($this->errors as $errmsg) {
          dol_syslog(get_class($this)."::create ".$errmsg, LOG_ERR);
          $this->error .= ($this->error ? ', '.$errmsg : $errmsg);
        }
        $this->db->rollback();
        return -1 * $error;
      } else {
        $this->db->commit();
        return $this->id;
      }
    } else {
      $this->db->rollback();
      dol_syslog(get_class($this)."::Create fails verify ".implode(',', $this->errors), LOG_WARNING);
      return -3;
    }
  }
 
  public function fetch($id = 0, $ref = '', $track_id = '', $email_msgid = '')
  {
    global $langs;
 
    // Check parameters
    if (empty($id) && empty($ref) && empty($track_id) && empty($email_msgid)) {
      $this->error = 'ErrorWrongParameters';
      dol_print_error(null, get_class($this)."::fetch ".$this->error);
      return -1;
    }
 
    $sql = "SELECT";
    $sql .= " t.rowid,";
    $sql .= " t.entity,";
    $sql .= " t.ref,";
    $sql .= " t.track_id,";
    $sql .= " t.fk_soc,";
    $sql .= " t.fk_project,";
    $sql .= " t.fk_contract,";
    $sql .= " t.origin_email,";
    $sql .= " t.origin_replyto,";
    $sql .= " t.origin_references,";
    $sql .= " t.fk_user_create,";
    $sql .= " t.fk_user_assign,";
    $sql .= " t.email_msgid,";
    $sql .= " t.email_date,";
    $sql .= " t.subject,";
    $sql .= " t.message,";
    $sql .= " t.fk_statut as status,";
    $sql .= " t.resolution,";
    $sql .= " t.progress,";
    $sql .= " t.timing,";
    $sql .= " t.type_code,";
    $sql .= " t.category_code,";
    $sql .= " t.severity_code,";
    $sql .= " t.datec,";
    $sql .= " t.date_read,";
    $sql .= " t.date_last_msg_sent,";
    $sql .= " t.date_close,";
    $sql .= " t.tms,";
    $sql .= " t.model_pdf,";
    $sql .= " t.extraparams,";
    $sql .= " t.ip,";
    $sql .= " type.label as type_label, category.label as category_label, severity.label as severity_label";
    $sql .= " FROM ".MAIN_DB_PREFIX."ticket as t";
    $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."c_ticket_type as type ON type.code=t.type_code";
    $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."c_ticket_category as category ON category.code=t.category_code";
    $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."c_ticket_severity as severity ON severity.code=t.severity_code";
 
    if ($id) {
      $sql .= " WHERE t.rowid = ".((int) $id);
    } else {
      $sql .= " WHERE t.entity IN (".getEntity($this->element, 1).")";
      if (!empty($ref)) {
        $sql .= " AND t.ref = '".$this->db->escape($ref)."'";
      } elseif ($track_id) {
        $sql .= " AND t.track_id = '".$this->db->escape($track_id)."'";
      } else {
        $sql .= " AND t.email_msgid = '".$this->db->escape($email_msgid)."'";
      }
    }
 
    dol_syslog(get_class($this)."::fetch", LOG_DEBUG);
    $resql = $this->db->query($sql);
    if ($resql) {
      if ($this->db->num_rows($resql)) {
        $obj = $this->db->fetch_object($resql);
 
        $this->id = $obj->rowid;
        $this->entity = $obj->entity;
        $this->ref = $obj->ref;
        $this->track_id = $obj->track_id;
        $this->fk_soc = $obj->fk_soc;
        $this->socid = $obj->fk_soc; // for fetch_thirdparty() method
        $this->fk_project = $obj->fk_project;
        $this->fk_contract = $obj->fk_contract;
        $this->origin_email = $obj->origin_email;
        $this->origin_replyto = $obj->origin_replyto;
        $this->origin_references = $obj->origin_references;
        $this->fk_user_create = $obj->fk_user_create;
        $this->fk_user_assign = $obj->fk_user_assign;
        $this->email_msgid = $obj->email_msgid;
        $this->email_date = $this->db->jdate($obj->email_date);
        $this->subject = $obj->subject;
        $this->message = $obj->message;
        $this->model_pdf = $obj->model_pdf;
        $this->extraparams = !empty($obj->extraparams) ? (array) json_decode($obj->extraparams, true) : array();
        $this->ip = $obj->ip;
 
        $this->status = $obj->status;
        $this->fk_statut = $this->status; // For backward compatibility
 
        $this->resolution = $obj->resolution;
        $this->progress = $obj->progress;
        $this->timing = $obj->timing;
 
        $this->type_code = $obj->type_code;
        $label_type = ($langs->trans("TicketTypeShort".$obj->type_code) != "TicketTypeShort".$obj->type_code ? $langs->trans("TicketTypeShort".$obj->type_code) : ($obj->type_label != '-' ? $obj->type_label : ''));
        $this->type_label = $label_type;
 
        $this->category_code = $obj->category_code;
        $label_category = ($langs->trans("TicketCategoryShort".$obj->category_code) != "TicketCategoryShort".$obj->category_code ? $langs->trans("TicketCategoryShort".$obj->category_code) : ($obj->category_label != '-' ? $obj->category_label : ''));
        $this->category_label = $label_category;
 
        $this->severity_code = $obj->severity_code;
        $label_severity = ($langs->trans("TicketSeverityShort".$obj->severity_code) != "TicketSeverityShort".$obj->severity_code ? $langs->trans("TicketSeverityShort".$obj->severity_code) : ($obj->severity_label != '-' ? $obj->severity_label : ''));
        $this->severity_label = $label_severity;
 
        $this->datec = $this->db->jdate($obj->datec);
        $this->date_creation = $this->db->jdate($obj->datec);
        $this->date_read = $this->db->jdate($obj->date_read);
        $this->date_validation = $this->db->jdate($obj->date_read);
        $this->date_last_msg_sent = $this->db->jdate($obj->date_last_msg_sent);
        $this->date_close = $this->db->jdate($obj->date_close);
        $this->tms = $this->db->jdate($obj->tms);
        $this->date_modification = $this->db->jdate($obj->tms);
 
        $this->fetch_optionals();
 
        $this->db->free($resql);
        return 1;
      } else {
        return 0;
      }
    } else {
      $this->error = "Error ".$this->db->lasterror();
      dol_syslog(get_class($this)."::fetch ".$this->error, LOG_ERR);
      return -1;
    }
  }
 
  public function fetchAll($user, $sortorder = 'ASC', $sortfield = 't.datec', $limit = 0, $offset = 0, $arch = 0, $filter = '')
  {
    global $langs, $extrafields;
 
    // fetch optionals attributes and labels
    $extrafields->fetch_name_optionals_label($this->table_element);
 
    $sql = "SELECT";
    $sql .= " t.rowid,";
    $sql .= " t.ref,";
    $sql .= " t.track_id,";
    $sql .= " t.fk_soc,";
    $sql .= " t.fk_project,";
    $sql .= " t.fk_contract,";
    $sql .= " t.origin_email,";
    $sql .= " t.origin_replyto,";
    $sql .= " t.origin_references,";
    $sql .= " t.fk_user_create, uc.lastname as user_create_lastname, uc.firstname as user_create_firstname,";
    $sql .= " t.fk_user_assign, ua.lastname as user_assign_lastname, ua.firstname as user_assign_firstname,";
    $sql .= " t.subject,";
    $sql .= " t.message,";
    $sql .= " t.fk_statut as status,";
    $sql .= " t.resolution,";
    $sql .= " t.progress,";
    $sql .= " t.timing,";
    $sql .= " t.type_code,";
    $sql .= " t.category_code,";
    $sql .= " t.severity_code,";
    $sql .= " t.datec,";
    $sql .= " t.date_read,";
    $sql .= " t.date_last_msg_sent,";
    $sql .= " t.date_close,";
    $sql .= " t.tms,";
    $sql .= " type.label as type_label, category.label as category_label, severity.label as severity_label";
    // Add fields for extrafields
    if ($extrafields->attributes[$this->table_element]['count'] > 0) {
      foreach ($extrafields->attributes[$this->table_element]['label'] as $key => $val) {
        $sql .= ($extrafields->attributes[$this->table_element]['type'][$key] != 'separate' ? ",ef.".$key." as options_".$key : '');
      }
    }
    $sql .= " FROM ".MAIN_DB_PREFIX."ticket as t";
    $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."c_ticket_type as type ON type.code = t.type_code";
    $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."c_ticket_category as category ON category.code = t.category_code";
    $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."c_ticket_severity as severity ON severity.code = t.severity_code";
    $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."societe as s ON s.rowid = t.fk_soc";
    $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."user as uc ON uc.rowid = t.fk_user_create";
    $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."user as ua ON ua.rowid = t.fk_user_assign";
    if ($extrafields->attributes[$this->table_element]['count'] > 0) {
      if (is_array($extrafields->attributes[$this->table_element]['label']) && count($extrafields->attributes[$this->table_element]['label'])) {
        $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."ticket_extrafields as ef on (t.rowid = ef.fk_object)";
      }
    }
    $sql .= " WHERE t.entity IN (".getEntity('ticket').")";
 
    // Manage filter
    if (is_array($filter)) {
      foreach ($filter as $key => $value) {
        if (strpos($key, 'date')) { // To allow $filter['YEAR(s.dated)']=>$year
          $sql .= " AND ".$this->db->sanitize($key)." = '".$this->db->escape((string) $value)."'";
        } elseif (($key == 't.fk_user_assign') || ($key == 't.type_code') || ($key == 't.category_code') || ($key == 't.severity_code') || ($key == 't.fk_soc')) {
          $sql .= " AND ".$this->db->sanitize($key)." = '".$this->db->escape((string) $value)."'";
        } elseif ($key == 't.fk_statut') {
          if (is_array($value) && count($value) > 0) {
            $sql .= " AND ".$this->db->sanitize($key)." IN (".$this->db->sanitize(implode(',', $value)).")";
          } else {
            $sql .= " AND ".$this->db->sanitize($key).' = '.((int) $value);
          }
        } elseif ($key == 't.fk_contract') {
          $sql .= " AND ".$this->db->sanitize($key).' = '.((int) $value);
        } else {
          $sql .= " AND ".$this->db->sanitize($key)." LIKE '%".$this->db->escape($this->db->escapeforlike((string) $value))."%'";
        }
      }
 
      $filter = '';
    }
 
    // Manage filter
    $errormessage = '';
    $sql .= forgeSQLFromUniversalSearchCriteria($filter, $errormessage);
    if ($errormessage) {
      $this->errors[] = $errormessage;
      dol_syslog(__METHOD__.' '.implode(',', $this->errors), LOG_ERR);
      return -1;
    }
 
    // Case of external user
    $socid = $user->socid ?: 0;
    // If the internal user must only see his customers, force searching by him
    $search_sale = 0;
    if (empty($user->socid) && !$user->hasRight('societe', 'client', 'voir')) {
      $search_sale = $user->id;
    }
    // Search on sale representative
    if ($search_sale && $search_sale != '-1') {
      if ($search_sale == -2) {
        $sql .= " AND NOT EXISTS (SELECT sc.fk_soc FROM ".MAIN_DB_PREFIX."societe_commerciaux as sc WHERE sc.fk_soc = t.fk_soc)";
      } elseif ($search_sale > 0) {
        $sql .= " AND EXISTS (SELECT sc.fk_soc FROM ".MAIN_DB_PREFIX."societe_commerciaux as sc WHERE sc.fk_soc = t.fk_soc AND sc.fk_user = ".((int) $search_sale).")";
      }
    }
    // Search on socid
    if ($socid) {
      $sql .= " AND t.fk_soc = ".((int) $socid);
    }
 
    $sql .= $this->db->order($sortfield, $sortorder);
    if (!empty($limit)) {
      $sql .= $this->db->plimit($limit + 1, $offset);
    }
 
    dol_syslog(get_class($this)."::fetchAll", LOG_DEBUG);
    $resql = $this->db->query($sql);
 
    if ($resql) {
      $this->lines = array();
 
      $num = $this->db->num_rows($resql);
      $i = 0;
 
      if ($num) {
        while ($i < $num) {
          $obj = $this->db->fetch_object($resql);
 
          $line = new self($this->db);
 
          $line->id = $obj->rowid;
          //$line->rowid = $obj->rowid;
          $line->ref = $obj->ref;
          $line->track_id = $obj->track_id;
          $line->fk_soc = $obj->fk_soc;
          $line->fk_project = $obj->fk_project;
          $line->fk_contract = $obj->fk_contract;
          $line->origin_email = $obj->origin_email;
          $line->origin_replyto = $obj->origin_replyto;
          $line->origin_references = $obj->origin_references;
 
          $line->fk_user_create = $obj->fk_user_create;
          $line->fk_user_assign = $obj->fk_user_assign;
 
          $line->subject = $obj->subject;
          $line->message = $obj->message;
          $line->fk_statut = $obj->status;
          $line->status = $obj->status;
          $line->resolution = $obj->resolution;
          $line->progress = $obj->progress;
          $line->timing = $obj->timing;
 
          $label_type = ($langs->trans("TicketTypeShort".$obj->type_code) != "TicketTypeShort".$obj->type_code ? $langs->trans("TicketTypeShort".$obj->type_code) : ($obj->type_label != '-' ? $obj->type_label : ''));
          $line->type_label = $label_type;
 
          $this->category_code = $obj->category_code;
          $label_category = ($langs->trans("TicketCategoryShort".$obj->category_code) != "TicketCategoryShort".$obj->category_code ? $langs->trans("TicketCategoryShort".$obj->category_code) : ($obj->category_label != '-' ? $obj->category_label : ''));
          $line->category_label = $label_category;
 
          $this->severity_code = $obj->severity_code;
          $label_severity = ($langs->trans("TicketSeverityShort".$obj->severity_code) != "TicketSeverityShort".$obj->severity_code ? $langs->trans("TicketSeverityShort".$obj->severity_code) : ($obj->severity_label != '-' ? $obj->severity_label : ''));
          $line->severity_label = $label_severity;
 
          $line->datec = $this->db->jdate($obj->datec);
          $line->date_read = $this->db->jdate($obj->date_read);
          $line->date_last_msg_sent = $this->db->jdate($obj->date_last_msg_sent);
          $line->date_close = $this->db->jdate($obj->date_close);
 
          // Extra fields
          if ($extrafields->attributes[$this->table_element]['count'] > 0) {
            if (is_array($extrafields->attributes[$this->table_element]['label']) && count($extrafields->attributes[$this->table_element]['label'])) {
              foreach ($extrafields->attributes[$this->table_element]['label'] as $key => $val) {
                $tmpkey = 'options_'.$key;
                $line->{$tmpkey} = $obj->$tmpkey;
              }
            }
          }
          $this->lines[$i] = $line;
          $i++;
        }
      }
      $this->db->free($resql);
      return $num;
    } else {
      $this->error = "Error ".$this->db->lasterror();
      dol_syslog(get_class($this)."::fetchAll ".$this->error, LOG_ERR);
      return -1;
    }
  }
 
  public function update($user, $notrigger = 0)
  {
    $error = 0;
 
    // $this->oldcopy should have been set by the caller of update
    //if (empty($this->oldcopy)) {
    //  dol_syslog("this->oldcopy should have been set by the caller of update (here properties were already modified)", LOG_WARNING);
    //  $this->oldcopy = dol_clone($this, 2);
    //}
 
    // Clean parameters
    if (isset($this->ref)) {
      $this->ref = trim($this->ref);
    }
 
    if (isset($this->track_id)) {
      $this->track_id = trim($this->track_id);
    }
 
    if (isset($this->fk_soc)) {
      $this->fk_soc = (int) $this->fk_soc;
    }
 
    if (isset($this->fk_project)) {
      $this->fk_project = (int) $this->fk_project;
    }
 
    if (isset($this->fk_contract)) {
      $this->fk_contract = (int) $this->fk_contract;
    }
 
    if (isset($this->origin_email)) {
      $this->origin_email = trim($this->origin_email);
    }
 
    if (isset($this->fk_user_create)) {
      $this->fk_user_create = (int) $this->fk_user_create;
    }
 
    if (isset($this->fk_user_assign)) {
      $this->fk_user_assign = (int) $this->fk_user_assign;
    }
 
    if (isset($this->subject)) {
      $this->subject = trim($this->subject);
    }
 
    if (isset($this->message)) {
      $this->message = trim($this->message);
      if (dol_strlen($this->message) > 65000) {
        $this->errors[] = 'ErrorFieldTooLong';
        dol_syslog(get_class($this).'::update error -1 message too long', LOG_ERR);
        return -1;
      }
    }
 
    if (isset($this->status)) {
      $this->status = (int) $this->status;
    }
 
    if (isset($this->resolution)) {
      $this->resolution = (int) $this->resolution;
    }
 
    if (isset($this->progress)) {
      $this->progress = (int) $this->progress;
    }
 
    if (isset($this->timing)) {
      $this->timing = trim($this->timing);
    }
 
    if (isset($this->type_code)) {
      $this->timing = trim($this->type_code);
    }
 
    if (isset($this->category_code)) {
      $this->timing = trim($this->category_code);
    }
 
    if (isset($this->severity_code)) {
      $this->timing = trim($this->severity_code);
    }
    if (isset($this->model_pdf)) {
      $this->model_pdf = trim($this->model_pdf);
    }
    // Check parameters
    // Put here code to add a control on parameters values
    // Update request
    $sql = "UPDATE ".MAIN_DB_PREFIX."ticket SET";
    $sql .= " ref=".(isset($this->ref) ? "'".$this->db->escape($this->ref)."'" : "").",";
    $sql .= " track_id=".(isset($this->track_id) ? "'".$this->db->escape($this->track_id)."'" : "null").",";
    $sql .= " fk_soc=".(isset($this->fk_soc) ? (int) $this->fk_soc : "null").",";
    $sql .= " fk_project=".(isset($this->fk_project) ? (int) $this->fk_project : "null").",";
    $sql .= " fk_contract=".(isset($this->fk_contract) ? (int) $this->fk_contract : "null").",";
    $sql .= " origin_email=".(isset($this->origin_email) ? "'".$this->db->escape($this->origin_email)."'" : "null").",";
    $sql .= " origin_replyto=".(isset($this->origin_replyto) ? "'".$this->db->escape($this->origin_replyto)."'" : "null").",";
    $sql .= " origin_references=".(isset($this->origin_references) ? "'".$this->db->escape($this->origin_references)."'" : "null").",";
    $sql .= " fk_user_create=".(isset($this->fk_user_create) ? (int) $this->fk_user_create : "null").",";
    $sql .= " fk_user_assign=".(isset($this->fk_user_assign) ? (int) $this->fk_user_assign : "null").",";
    $sql .= " subject=".(isset($this->subject) ? "'".$this->db->escape($this->subject)."'" : "null").",";
    $sql .= " message=".(isset($this->message) ? "'".$this->db->escape($this->message)."'" : "null").",";
    $sql .= " fk_statut=".(isset($this->status) ? (int) $this->status : "0").",";
    $sql .= " resolution=".(isset($this->resolution) ? (int) $this->resolution : "null").",";
    $sql .= " progress=".(isset($this->progress) ? "'".$this->db->escape((string) $this->progress)."'" : "null").",";
    $sql .= " timing=".(isset($this->timing) ? "'".$this->db->escape($this->timing)."'" : "null").",";
    $sql .= " type_code=".(isset($this->type_code) ? "'".$this->db->escape($this->type_code)."'" : "null").",";
    $sql .= " category_code=".(isset($this->category_code) ? "'".$this->db->escape($this->category_code)."'" : "null").",";
    $sql .= " severity_code=".(isset($this->severity_code) ? "'".$this->db->escape($this->severity_code)."'" : "null").",";
    $sql .= " datec=".(isDolTms($this->datec) ? "'".$this->db->idate($this->datec)."'" : 'null').",";
    $sql .= " date_read=".(dol_strlen((string) $this->date_read) != 0 ? "'".$this->db->idate($this->date_read)."'" : 'null').",";
    $sql .= " date_last_msg_sent=".(dol_strlen((string) $this->date_last_msg_sent) != 0 ? "'".$this->db->idate($this->date_last_msg_sent)."'" : 'null').",";
    $sql .= " model_pdf=".(isset($this->model_pdf) ? "'".$this->db->escape($this->model_pdf)."'" : "null").",";
    $sql .= " date_close=".(dol_strlen((string) $this->date_close) != 0 ? "'".$this->db->idate($this->date_close)."'" : 'null');
    $sql .= " WHERE rowid=".((int) $this->id);
 
    $this->db->begin();
 
    $resql = $this->db->query($sql);
    if (!$resql) {
      $error++;
      $this->errors[] = "Error ".$this->db->lasterror();
    }
 
    if (!$error) {
      // Update extrafields
      $result = $this->insertExtraFields();
      if ($result < 0) {
        $error++;
      }
    }
 
    if (!$error && !$notrigger) {
      // Call trigger
      $result = $this->call_trigger('TICKET_MODIFY', $user);
      if ($result < 0) {
        $error++;
      }
      // End call triggers
    }
 
    // Commit or rollback
    if ($error) {
      foreach ($this->errors as $errmsg) {
        dol_syslog(get_class($this)."::update ".$errmsg, LOG_ERR);
        $this->error .= ($this->error ? ', '.$errmsg : $errmsg);
      }
      $this->db->rollback();
      return -1 * $error;
    } else {
      $this->db->commit();
      return 1;
    }
  }
 
  public function delete($user, $notrigger = 0)
  {
    $error = 0;
 
    $this->db->begin();
 
    if (!$notrigger) {
      // Call trigger
      $result = $this->call_trigger('TICKET_DELETE', $user);
      if ($result < 0) {
        $error++;
      }
      // End call triggers
    }
 
    if (!$error) {
      // Delete linked contacts
      $res = $this->delete_linked_contact();
      if ($res < 0) {
        dol_syslog(get_class($this)."::delete error", LOG_ERR);
        $error++;
      }
    }
 
    if (!$error) {
      // Delete linked object
      $res = $this->deleteObjectLinked();
      if ($res < 0) {
        $error++;
      }
    }
 
    // Removed extrafields
    if (!$error) {
      $result = $this->deleteExtraFields();
      if ($result < 0) {
        $error++;
        dol_syslog(get_class($this)."::delete error -3 ".$this->error, LOG_ERR);
      }
    }
 
    // Delete all child tables
 
    if (!$error) {
      $sql = "DELETE FROM ".MAIN_DB_PREFIX."categorie_ticket";
      $sql .= " WHERE fk_ticket = ".(int) $this->id;
 
      $result = $this->db->query($sql);
      if (!$result) {
        $error++;
        $this->errors[] = $this->db->lasterror();
      }
    }
 
    if (!$error) {
      $sql = "DELETE FROM ".MAIN_DB_PREFIX."ticket";
      $sql .= " WHERE rowid=".((int) $this->id);
 
      dol_syslog(get_class($this)."::delete sql=".$sql);
      $resql = $this->db->query($sql);
      if (!$resql) {
        $error++;
        $this->errors[] = "Error ".$this->db->lasterror();
      } else {
        // we delete file with dol_delete_dir_recursive
        $this->deleteEcmFiles(1);
 
        $dir = DOL_DATA_ROOT.'/'.$this->element.'/'.$this->ref;
        // For remove dir
        if (dol_is_dir($dir)) {
          if (!dol_delete_dir_recursive($dir)) {
            $this->errors[] = $this->error;
          }
        }
      }
    }
 
    // Commit or rollback
    if ($error) {
      foreach ($this->errors as $errmsg) {
        dol_syslog(get_class($this)."::delete ".$errmsg, LOG_ERR);
        $this->error .= ($this->error ? ', '.$errmsg : $errmsg);
      }
      $this->db->rollback();
      return -1 * $error;
    } else {
      $this->db->commit();
      return 1;
    }
  }
 
  public function createFromClone(User $user, $fromid)
  {
    $error = 0;
 
    $object = new Ticket($this->db);
 
    $this->db->begin();
 
    // Load source object
    $object->fetch($fromid);
 
    // Clear fields
    $object->id = 0;
    $object->statut = 0;
    $object->status = 0;
 
    // Create clone
    $object->context['createfromclone'] = 'createfromclone';
    $result = $object->create($user);
 
    // Other options
    if ($result < 0) {
      $this->error = $object->error;
      $error++;
    }
 
    unset($object->context['createfromclone']);
 
    // End
    if (!$error) {
      $this->db->commit();
      return $object->id;
    } else {
      $this->db->rollback();
      return -1;
    }
  }
 
  public function initAsSpecimen()
  {
    $this->id = 0;
    $this->entity = 1;
    $this->ref = 'TI0501-001';
    $this->track_id = 'XXXXaaaa';
    $this->origin_email = 'email@email.com';
    $this->fk_project = 1;
    $this->fk_user_create = 1;
    $this->fk_user_assign = 1;
    $this->subject = 'Subject of ticket';
    $this->message = 'Message of ticket';
    $this->status = 0;
    $this->resolution = 1;
    $this->progress = 10;
    // $this->timing = '30';
    $this->type_code = 'TYPECODE';
    $this->category_code = 'CATEGORYCODE';
    $this->severity_code = 'SEVERITYCODE';
    $this->datec = dol_now();
    $this->date_read = dol_now();
    $this->date_last_msg_sent = dol_now();
    $this->date_close = dol_now();
    $this->tms = dol_now();
 
    return 1;
  }
 
  public function printSelectStatus($selected = "")
  {
    print Form::selectarray('search_fk_statut', $this->labelStatusShort, $selected, $show_empty = 1, $key_in_label = 0, $value_as_key = 0, $option = '', $translate = 1, $maxlen = 0, $disabled = 0, $sort = '', $morecss = '');
  }
 
 
  public function loadCacheTypesTickets()
  {
    global $langs;
 
    if (!empty($this->cache_types_tickets) && count($this->cache_types_tickets)) {
      return 0;
    }
    // Cache deja charge
 
    $sql = "SELECT rowid, code, label, use_default, pos, description";
    $sql .= " FROM ".MAIN_DB_PREFIX."c_ticket_type";
    $sql .= " WHERE entity IN (".getEntity('c_ticket_type').")";
    $sql .= " AND active > 0";
    $sql .= " ORDER BY pos";
    dol_syslog(get_class($this)."::load_cache_type_tickets", LOG_DEBUG);
    $resql = $this->db->query($sql);
    if ($resql) {
      $num = $this->db->num_rows($resql);
      $i = 0;
      while ($i < $num) {
        $obj = $this->db->fetch_object($resql);
        $label = ($langs->trans("TicketTypeShort".$obj->code) != "TicketTypeShort".$obj->code ? $langs->trans("TicketTypeShort".$obj->code) : ($obj->label != '-' ? $obj->label : ''));
        $this->cache_types_tickets[$obj->rowid]['code'] = $obj->code;
        $this->cache_types_tickets[$obj->rowid]['label'] = $label;
        $this->cache_types_tickets[$obj->rowid]['use_default'] = $obj->use_default;
        $this->cache_types_tickets[$obj->rowid]['pos'] = $obj->pos;
        $i++;
      }
      return $num;
    } else {
      dol_print_error($this->db);
      return -1;
    }
  }
 
  public function loadCacheCategoriesTickets($publicgroup = -1)
  {
    global $conf, $langs;
 
    if ($publicgroup == -1 && !empty($conf->cache['category_tickets']) && count($conf->cache['category_tickets'])) {
      // Cache already loaded
      return 0;
    }
 
    $sql = "SELECT rowid, code, label, use_default, pos, description, public, active, force_severity, fk_parent";
    $sql .= " FROM ".MAIN_DB_PREFIX."c_ticket_category";
    $sql .= " WHERE entity IN (".getEntity('c_ticket_category').")";
    $sql .= " AND active > 0";
    if ($publicgroup > -1) {
      $sql .= " AND public = ".((int) $publicgroup);
    }
    $sql .= " ORDER BY pos";
 
    dol_syslog(get_class($this)."::load_cache_categories_tickets", LOG_DEBUG);
 
    $resql = $this->db->query($sql);
    if ($resql) {
      $num = $this->db->num_rows($resql);
      $i = 0;
      while ($i < $num) {
        $obj = $this->db->fetch_object($resql);
        $conf->cache['category_tickets'][$obj->rowid]['code'] = $obj->code;
        $conf->cache['category_tickets'][$obj->rowid]['use_default'] = $obj->use_default;
        $conf->cache['category_tickets'][$obj->rowid]['pos'] = $obj->pos;
        $conf->cache['category_tickets'][$obj->rowid]['public'] = $obj->public;
        $conf->cache['category_tickets'][$obj->rowid]['active'] = $obj->active;
        $conf->cache['category_tickets'][$obj->rowid]['force_severity'] = $obj->force_severity;
        $conf->cache['category_tickets'][$obj->rowid]['fk_parent'] = $obj->fk_parent;
 
        // If  translation exists, we use it to store already translated string.
        // Warning: You should not use this and recompute the translated string into caller code to get the value into expected language
        $label = ($langs->trans("TicketCategoryShort".$obj->code) != "TicketCategoryShort".$obj->code ? $langs->trans("TicketCategoryShort".$obj->code) : ($obj->label != '-' ? $obj->label : ''));
        $conf->cache['category_tickets'][$obj->rowid]['label'] = $label;
 
        $i++;
      }
      return $num;
    } else {
      dol_print_error($this->db);
      return -1;
    }
  }
 
  public function loadCacheSeveritiesTickets()
  {
    global $conf, $langs;
 
    if (!empty($conf->cache['severity_tickets']) && count($conf->cache['severity_tickets'])) {
      // Cache already loaded
      return 0;
    }
 
    $sql = "SELECT rowid, code, label, use_default, pos, description";
    $sql .= " FROM ".MAIN_DB_PREFIX."c_ticket_severity";
    $sql .= " WHERE entity IN (".getEntity('c_ticket_severity').")";
    $sql .= " AND active > 0";
    $sql .= " ORDER BY pos";
    dol_syslog(get_class($this)."::loadCacheSeveritiesTickets", LOG_DEBUG);
    $resql = $this->db->query($sql);
    if ($resql) {
      $num = $this->db->num_rows($resql);
      $i = 0;
      while ($i < $num) {
        $obj = $this->db->fetch_object($resql);
 
        $conf->cache['severity_tickets'][$obj->rowid]['code'] = $obj->code;
        $label = ($langs->trans("TicketSeverityShort".$obj->code) != "TicketSeverityShort".$obj->code ? $langs->trans("TicketSeverityShort".$obj->code) : ($obj->label != '-' ? $obj->label : ''));
        $conf->cache['severity_tickets'][$obj->rowid]['label'] = $label;
        $conf->cache['severity_tickets'][$obj->rowid]['use_default'] = $obj->use_default;
        $conf->cache['severity_tickets'][$obj->rowid]['pos'] = $obj->pos;
        $i++;
      }
      return $num;
    } else {
      dol_print_error($this->db);
      return -1;
    }
  }
 
 
  public function getLibStatut($mode = 0)
  {
    return $this->LibStatut($this->status, $mode, 0, $this->progress);
  }
 
 
  // phpcs:disable PEAR.NamingConventions.ValidFunctionName.ScopeNotCamelCaps
  public function LibStatut($status, $mode = 0, $notooltip = 0, $progress = 0)
  {
    // phpcs:enable
    global $langs, $hookmanager;
 
    $labelStatus = (isset($status) && !empty($this->labelStatus[$status])) ? $this->labelStatus[$status] : '';
    $labelStatusShort = (isset($status) && !empty($this->labelStatusShort[$status])) ? $this->labelStatusShort[$status] : '';
 
    switch ($status) {
      case self::STATUS_NOT_READ:           // Not read
        $statusType = 'status0';
        break;
      case self::STATUS_READ:             // Read
        $statusType = 'status1';
        break;
      case self::STATUS_ASSIGNED:           // Assigned
        $statusType = 'status2';
        break;
      case self::STATUS_IN_PROGRESS:          // In progress
        $statusType = 'status4';
        break;
      case self::STATUS_WAITING:            // Waiting/pending/suspended
        $statusType = 'status7';
        break;
      case self::STATUS_NEED_MORE_INFO:       // Waiting more information from the requester
        $statusType = 'status3';
        break;
      case self::STATUS_CANCELED:           // Canceled
        $statusType = 'status9';
        break;
      case self::STATUS_CLOSED:           // Closed
        $statusType = 'status6';
        break;
      default:
        $labelStatus = 'Unknown';
        $labelStatusShort = 'Unknown';
        $statusType = 'status0';
        $mode = 0;
    }
 
    $parameters = array(
      'status'          => $status,
      'mode'            => $mode,
    );
 
    // Note that $action and $object may have been modified by hook
    $reshook = $hookmanager->executeHooks('LibStatut', $parameters, $this);
 
    if ($reshook > 0) {
      return $hookmanager->resPrint;
    }
 
    $params = array();
    if ($notooltip) {
      $params = array('tooltip' => 'no');
    }
 
    $labelStatus = $langs->transnoentitiesnoconv($labelStatus);
    $labelStatusShort = $langs->transnoentitiesnoconv($labelStatusShort);
 
    if ($status == self::STATUS_IN_PROGRESS && $progress > 0) {
      $labelStatus .= ' ('.round($progress).'%)';
      $labelStatusShort .= ' ('.round($progress).'%)';
    }
 
    return dolGetStatus($labelStatus, $labelStatusShort, '', $statusType, $mode, '', $params);
  }
 
  public function getTooltipContentArray($params)
  {
    global $langs;
 
    $langs->load('ticket');
    $nofetch = !empty($params['nofetch']);
 
    $datas = array();
    $datas['picto'] = img_picto('', $this->picto).' <u class="paddingrightonly">'.$langs->trans("Ticket").'</u>';
    $datas['picto'] .= ' '.$this->getLibStatut(4);
    $datas['ref'] = '<br><b>'.$langs->trans('Ref').':</b> '.$this->ref;
    $datas['track_id'] = '<br><b>'.$langs->trans('TicketTrackId').':</b> '.$this->track_id;
    $datas['subject'] = '<br><b>'.$langs->trans('Subject').':</b> '.$this->subject;
    if ($this->date_creation) {
      $datas['date_creation'] = '<br><b>'.$langs->trans('DateCreation').':</b> '.dol_print_date($this->date_creation, 'dayhour');
    }
    if ($this->date_modification) {
      $datas['date_modification'] = '<br><b>'.$langs->trans('DateModification').':</b> '.dol_print_date($this->date_modification, 'dayhour');
    }
    // show categories for this record only in ajax to not overload lists
    if (isModEnabled('category') && !$nofetch) {
      require_once DOL_DOCUMENT_ROOT . '/categories/class/categorie.class.php';
      $form = new Form($this->db);
      $datas['categories'] = '<br>' . $form->showCategories($this->id, Categorie::TYPE_TICKET, 1);
    }
 
    return $datas;
  }
 
  public function getNomUrl($withpicto = 0, $option = '', $notooltip = 0, $morecss = '', $save_lastsearch_value = -1)
  {
    global $action, $conf, $hookmanager, $langs;
 
    if (!empty($conf->dol_no_mouse_hover)) {
      $notooltip = 1; // Force disable tooltips
    }
 
    $result = '';
 
    $params = [
      'id' => $this->id,
      'objecttype' => $this->element,
      'option' => $option,
      'nofetch' => 1,
    ];
    $classfortooltip = 'classfortooltip';
    $dataparams = '';
    if (getDolGlobalInt('MAIN_ENABLE_AJAX_TOOLTIP')) {
      $classfortooltip = 'classforajaxtooltip';
      $dataparams = ' data-params="'.dol_escape_htmltag(json_encode($params)).'"';
      $label = '';
    } else {
      $label = implode($this->getTooltipContentArray($params));
    }
 
    $url = DOL_URL_ROOT.'/ticket/card.php?id='.$this->id;
 
    if ($option != 'nolink') {
      // Add param to save lastsearch_values or not
      $add_save_lastsearch_values = ($save_lastsearch_value == 1 ? 1 : 0);
      if ($save_lastsearch_value == -1 && isset($_SERVER["PHP_SELF"]) && preg_match('/list\.php/', $_SERVER["PHP_SELF"])) {
        $add_save_lastsearch_values = 1;
      }
      if ($add_save_lastsearch_values) {
        $url .= '&save_lastsearch_values=1';
      }
    }
 
    $linkclose = '';
    if (empty($notooltip)) {
      if (getDolGlobalString('MAIN_OPTIMIZEFORTEXTBROWSER')) {
        $label = $langs->trans("ShowTicket");
        $linkclose .= ' alt="'.dolPrintHTMLForAttribute($label).'"';
      }
      $linkclose .= ($label ? ' title="'.dolPrintHTMLForAttribute($label).'"' : ' title="tocomplete"');
      $linkclose .= $dataparams.' class="'.$classfortooltip.($morecss ? ' '.$morecss : '').'"';
    } else {
      $linkclose = ($morecss ? ' class="'.$morecss.'"' : '');
    }
 
    $linkstart = '<a href="'.$url.'"';
    $linkstart .= $linkclose.'>';
    $linkend = '</a>';
 
    $result .= $linkstart;
    if ($withpicto) {
      $result .= img_object(($notooltip ? '' : $label), ($this->picto ?: 'generic'), (($withpicto != 2) ? 'class="paddingright"' : ''), 0, 0, $notooltip ? 0 : 1);
    }
    if ($withpicto != 2) {
      $result .= $this->ref;
    }
    $result .= $linkend;
    //if ($withpicto != 2) $result.=(($addlabel && $this->label) ? $sep . dol_trunc($this->label, ($addlabel > 1 ? $addlabel : 0)) : '');
 
    $hookmanager->initHooks(array('ticketdao'));
    $parameters = array('id' => $this->id, 'getnomurl' => &$result);
    $reshook = $hookmanager->executeHooks('getNomUrl', $parameters, $this, $action); // Note that $action and $object may have been modified by some hooks
    if ($reshook > 0) {
      $result = $hookmanager->resPrint;
    } else {
      $result .= $hookmanager->resPrint;
    }
 
    return $result;
  }
 
 
  public function markAsRead($user, $notrigger = 0)
  {
    global $langs;
 
    $error = 0;
 
    if ($this->status != self::STATUS_CANCELED) { // no closed
      $this->oldcopy = dol_clone($this, 2);
 
      $this->db->begin();
 
      $this->status = Ticket::STATUS_READ;
 
      $sql = "UPDATE ".MAIN_DB_PREFIX."ticket";
      $sql .= " SET fk_statut = ".((int) $this->status) .", date_read = '".$this->db->idate(dol_now())."'";
      $sql .= " WHERE rowid = ".((int) $this->id);
 
      dol_syslog(get_class($this)."::markAsRead");
      $resql = $this->db->query($sql);
      if ($resql) {
        $this->context['actionmsg'] = $langs->trans('TicketLogMesgReadBy', $this->ref, $user->getFullName($langs));
        $this->context['actionmsg2'] = $langs->trans('TicketLogMesgReadBy', $this->ref, $user->getFullName($langs));
 
        if (!$notrigger) {
          // Call trigger
          $result = $this->call_trigger('TICKET_MODIFY', $user);
          if ($result < 0) {
            $error++;
          }
          // End call triggers
        }
 
        if (!$error) {
          $this->db->commit();
          return 1;
        } else {
          $this->status = $this->oldcopy->status;
 
          $this->db->rollback();
 
          $this->error = implode(',', $this->errors);
 
          dol_syslog(get_class($this)."::markAsRead ".$this->error, LOG_ERR);
          return -1;
        }
      } else {
        $this->status = $this->oldcopy->status;
 
        $this->db->rollback();
        $this->error = $this->db->lasterror();
        dol_syslog(get_class($this)."::markAsRead ".$this->error, LOG_ERR);
        return -1;
      }
    }
 
    return 0;
  }
 
  public function assignUser($user, $id_assign_user, $notrigger = 0)
  {
    $error = 0;
 
    $this->oldcopy = dol_clone($this, 2);
 
    $this->db->begin();
 
    $sql = "UPDATE ".MAIN_DB_PREFIX."ticket";
    if ($id_assign_user > 0) {
      $sql .= " SET fk_user_assign=".((int) $id_assign_user).", fk_statut = ".Ticket::STATUS_ASSIGNED;
    } else {
      $sql .= " SET fk_user_assign=null, fk_statut = ".Ticket::STATUS_READ;
    }
    $sql .= " WHERE rowid = ".((int) $this->id);
 
    dol_syslog(get_class($this)."::assignUser sql=".$sql);
    $resql = $this->db->query($sql);
    if ($resql) {
      $this->fk_user_assign = $id_assign_user; // May be used by trigger
 
      if (!$notrigger) {
        // Call trigger
        $result = $this->call_trigger('TICKET_ASSIGNED', $user);
        if ($result < 0) {
          $error++;
        }
        // End call triggers
      }
 
      if (!$error) {
        $this->db->commit();
        return 1;
      } else {
        $this->db->rollback();
        $this->error = implode(',', $this->errors);
        dol_syslog(get_class($this)."::assignUser ".$this->error, LOG_ERR);
        return -1;
      }
    } else {
      $this->db->rollback();
      $this->error = $this->db->lasterror();
      dol_syslog(get_class($this)."::assignUser ".$this->error, LOG_ERR);
      return -1;
    }
  }
 
  public function createTicketMessage($user, $notrigger = 0, $filename_list = array(), $mimetype_list = array(), $mimefilename_list = array(), $send_email = false, $public_area = 0)
  {
    global $conf;
    $error = 0;
 
    $now = dol_now();
 
    // Clean parameters
    if (isset($this->fk_track_id)) {
      $this->fk_track_id = trim($this->fk_track_id);
    }
 
    if (isset($this->message)) {
      $this->message = trim($this->message);
    }
 
    $this->db->begin();
 
    // Insert entry into agenda with code 'TICKET_MSG'
    include_once DOL_DOCUMENT_ROOT.'/comm/action/class/actioncomm.class.php';
    $actioncomm = new ActionComm($this->db);
    $actioncomm->type_code = 'AC_OTH_AUTO'; // This is not an entry that must appears into manual calendar but only into CRM calendar
    $actioncomm->code = 'TICKET_MSG';
    if ($this->private) {
      $actioncomm->code = 'TICKET_MSG_PRIVATE';
    }
    if ($send_email) {
      $actioncomm->code .= '_SENTBYMAIL';
    }
    if ((empty($user->id) || $user->id == 0) && isset($_SESSION['email_customer'])) {
      $actioncomm->email_from = $_SESSION['email_customer'];
    }
    $actioncomm->socid = $this->socid;
    $actioncomm->label = $this->subject;
    $actioncomm->note_private = $this->message;
    $actioncomm->userassigned = array($user->id => array('id' => $user->id,'transparency' => 0));
    $actioncomm->userownerid = $user->id;
    $actioncomm->datep = $now;
    $actioncomm->percentage = -1; // percentage is not relevant for punctual events
    $actioncomm->elementtype = 'ticket';
    $actioncomm->fk_element = $this->id;
    $actioncomm->elementid = $this->id;
    $actioncomm->elementtype = 'ticket';
    $actioncomm->fk_project = $this->fk_project;
 
    // Add first contact id found in database from submitter email entered into public interface
    // Feature disabled by default: This has a security trouble. The public interface is a no login interface, so being able to show the contact info from an
    // email decided by the submiter allows anybody to get information on any contact (customer or supplier) in Dolibarr database.
    // He can even check if contact exists by trying any email if this feature is enabled.
    if ($public_area && !empty($this->origin_email) && getDolGlobalString('TICKET_ASSIGN_CONTACT_TO_MESSAGE')) {
      $contacts = $this->searchContactByEmail($this->origin_email);
      if (!empty($contacts)) {
        // Ensure that contact is active and select first active contact
        foreach ($contacts as $contact) {
          if ((int) $contact->statut == 1) {
            $actioncomm->contact_id = $contact->id;
            break;
          }
        }
      }
    }
 
    $attachedfiles = array();
    $attachedfiles['paths'] = $filename_list;
    $attachedfiles['names'] = $mimefilename_list;
    $attachedfiles['mimes'] = $mimetype_list;
    if (is_array($attachedfiles) && count($attachedfiles) > 0) {
      $actioncomm->attachedfiles = $attachedfiles;
    }
 
    //if (!empty($mimefilename_list) && is_array($mimefilename_list)) {
    //  $actioncomm->note_private = dol_concatdesc($actioncomm->note_private, "\n".$langs->transnoentities("AttachedFiles").': '.implode(';', $mimefilename_list));
    //}
    $actionid = $actioncomm->create($user);
    if ($actionid <= 0) {
      $error++;
      $this->error = $actioncomm->error;
      $this->errors = $actioncomm->errors;
    }
 
    if ($actionid > 0) {
      if (is_array($attachedfiles) && array_key_exists('paths', $attachedfiles) && count($attachedfiles['paths']) > 0) {
        // If there is some files, we must now link them to the event, so we can show them per event.
        foreach ($attachedfiles['paths'] as $key => $filespath) {
          // Disabled the move into another directory, Files for a ticket should be stored into ticket directory. It generates too much troubles.
          $destdir = $conf->ticket->dir_output.'/'.$this->ref;
          //$destfile = $destdir.'/'.$attachedfiles['names'][$key];
          //if (dol_mkdir($destdir) >= 0) {
          //require_once DOL_DOCUMENT_ROOT.'/core/lib/files.lib.php';
          //dol_move($filespath, $destfile);  // Disabled, a file for a ticket should be stored into ticket directory. It generates big trouble.
          if (in_array($actioncomm->code, array('TICKET_MSG', 'TICKET_MSG_SENTBYMAIL', 'TICKET_MSG_PRIVATE'))) {
            $ecmfile = new EcmFiles($this->db);
            $destdir = preg_replace('/^'.preg_quote(DOL_DATA_ROOT, '/').'/', '', $destdir);
            $destdir = preg_replace('/[\\/]$/', '', $destdir);
            $destdir = preg_replace('/^[\\/]/', '', $destdir);
 
            $result = $ecmfile->fetch(0, '', $destdir.'/'.$attachedfiles['names'][$key]);
 
            // We also store the ID of event.
            $ecmfile->agenda_id = $actionid;
 
            if ($result > 0) {
              $result = $ecmfile->update($user);
              if ($result < 0) {
                setEventMessages($ecmfile->error, $ecmfile->errors, 'warnings');
              }
            }
          }
          //}
        }
      }
    }
 
    // Commit or rollback
    if ($error) {
      $this->db->rollback();
      return -1 * $error;
    } else {
      $this->db->commit();
      return $actionid;
    }
  }
 
  public function loadCacheMsgsTicket()
  {
    if (!empty($this->cache_msgs_ticket) && is_array($this->cache_msgs_ticket) && count($this->cache_msgs_ticket)) {
      return 0;
    }
 
    // Cache already loaded
 
    $sql = "SELECT id as rowid, fk_user_author, email_from, datec, datep, label, note as message, code";
    $sql .= " FROM ".MAIN_DB_PREFIX."actioncomm";
    $sql .= " WHERE fk_element = ".(int) $this->id;
    $sql .= " AND elementtype = 'ticket'";
    $sql .= " ORDER BY datep DESC";
 
    dol_syslog(get_class($this)."::load_cache_actions_ticket", LOG_DEBUG);
    $resql = $this->db->query($sql);
    if ($resql) {
      $num = $this->db->num_rows($resql);
      $i = 0;
      while ($i < $num) {
        $obj = $this->db->fetch_object($resql);
        $this->cache_msgs_ticket[$i]['id'] = $obj->rowid;
        $this->cache_msgs_ticket[$i]['fk_user_author'] = $obj->fk_user_author;
        if (in_array($obj->code, array('TICKET_MSG', 'AC_TICKET_CREATE')) && empty($obj->fk_user_author)) {
          $this->cache_msgs_ticket[$i]['fk_contact_author'] = $obj->email_from;
        }
        $this->cache_msgs_ticket[$i]['datec'] = $this->db->jdate($obj->datec);
        $this->cache_msgs_ticket[$i]['datep'] = $this->db->jdate($obj->datep);
        $this->cache_msgs_ticket[$i]['subject'] = $obj->label;
        $this->cache_msgs_ticket[$i]['message'] = $obj->message;
        $this->cache_msgs_ticket[$i]['private'] = (preg_match('/^TICKET_MSG_PRIVATE/', $obj->code) ? 1 : 0);
        $i++;
      }
      return $num;
    } else {
      $this->error = "Error ".$this->db->lasterror();
      dol_syslog(get_class($this)."::load_cache_actions_ticket ".$this->error, LOG_ERR);
      return -1;
    }
  }
 
  public function close(User $user, $mode = 0)
  {
 
    if ($this->status != Ticket::STATUS_CLOSED && $this->status != Ticket::STATUS_CANCELED) { // not closed
      $this->db->begin();
 
      $this->oldcopy = dol_clone($this);
      $this->status = ($mode ? Ticket::STATUS_CANCELED : Ticket::STATUS_CLOSED);
 
      $sql = "UPDATE ".MAIN_DB_PREFIX."ticket";
      $sql .= " SET fk_statut = ".((int) $this->status).", progress=100, date_close='".$this->db->idate(dol_now())."'";
      $sql .= " WHERE rowid = ".((int) $this->id);
 
      dol_syslog(get_class($this)."::close mode=".$mode);
      $resql = $this->db->query($sql);
      if ($resql) {
        $error = 0;
 
        // Valid and close fichinter linked
        if (isModEnabled('intervention') && getDolGlobalString('WORKFLOW_TICKET_CLOSE_INTERVENTION')) {
          dol_syslog("We have closed the ticket, so we close all linked interventions");
          $this->fetchObjectLinked($this->id, $this->element, null, 'fichinter');
          if ($this->linkedObjectsIds) {
            foreach ($this->linkedObjectsIds['fichinter'] as $fichinter_id) {
              $fichinter = new Fichinter($this->db);
              $fichinter->fetch($fichinter_id);
              if ($fichinter->statut == 0) {
                $result = $fichinter->setValid($user);
                if (!$result) {
                  $this->errors[] = $fichinter->error;
                  $error++;
                }
              }
              if ($fichinter->statut < 3) {
                $result = $fichinter->setStatut(3);
                if (!$result) {
                  $this->errors[] = $fichinter->error;
                  $error++;
                }
              }
            }
          }
        }
 
        // Call trigger
        $result = $this->call_trigger('TICKET_CLOSE', $user);
        if ($result < 0) {
          $error++;
        }
        // End call triggers
 
        if (!$error) {
          $this->db->commit();
          return 1;
        } else {
          $this->db->rollback();
          $this->error = implode(',', $this->errors);
          dol_syslog(get_class($this)."::close ".$this->error, LOG_ERR);
          return -1;
        }
      } else {
        $this->db->rollback();
        $this->error = $this->db->lasterror();
        dol_syslog(get_class($this)."::close ".$this->error, LOG_ERR);
        return -1;
      }
    }
 
    return 0;
  }
 
  public function searchSocidByEmail($email, $type = 0, $filters = array(), $clause = 'AND')
  {
    $thirdparties = array();
    $exact = 0;
 
    // Generation requete recherche
    $sql = "SELECT rowid FROM ".MAIN_DB_PREFIX."societe";
    $sql .= " WHERE entity IN (".getEntity('ticket', 1).")";
    if (!empty($type)) {
      if ($type == 1 || $type == 2) {
        $sql .= " AND client = ".((int) $type);
      } elseif ($type == 3) {
        $sql .= " AND fournisseur = 1";
      }
    }
    if (!empty($email)) {
      if (empty($exact)) {
        $regs = array();
        if (preg_match('/^([\*])?[^*]+([\*])?$/', $email, $regs) && count($regs) > 1) {
          $email = str_replace('*', '%', $email);
        } else {
          $email = '%'.$email.'%';
        }
      }
      $sql .= " AND ";
      if (is_array($filters) && !empty($filters)) {
        $sql .= "(";
      }
 
      $sql .= "email LIKE '".$this->db->escape($email)."'";
    }
    if (is_array($filters) && !empty($filters)) {
      foreach ($filters as $field => $value) {
        $sql .= " ".$clause." ".$this->db->sanitize($field)." LIKE '".$this->db->escape($value)."'";
      }
      if (!empty($email)) {
        $sql .= ")";
      }
    }
 
    $res = $this->db->query($sql);
    if ($res) {
      while ($rec = $this->db->fetch_array($res)) {
        $soc = new Societe($this->db);
        $soc->fetch($rec['rowid']);
        $thirdparties[] = $soc;
      }
 
      return $thirdparties;
    } else {
      $this->error = $this->db->error().' sql='.$sql;
      dol_syslog(get_class($this)."::searchSocidByEmail ".$this->error, LOG_ERR);
      return -1;
    }
  }
 
  public function searchContactByEmail($email, $socid = 0, $case = '')
  {
    $contacts = array();
 
    // Forge the search SQL
    $sql = "SELECT rowid FROM ".MAIN_DB_PREFIX."socpeople";
    $sql .= " WHERE entity IN (".getEntity('contact').")";
    if (!empty($socid)) {
      $sql .= " AND fk_soc = ".((int) $socid);
    }
    if (!empty($email)) {
      $sql .= " AND ";
      if (!$case) {
        $sql .= "email = '".$this->db->escape($email)."'";
      } else {
        $sql .= "email LIKE BINARY '".$this->db->escape($this->db->escapeforlike($email))."'";
      }
    }
 
    $res = $this->db->query($sql);
    if ($res) {
      while ($rec = $this->db->fetch_object($res)) {
        include_once DOL_DOCUMENT_ROOT.'/contact/class/contact.class.php';
        $contactstatic = new Contact($this->db);
        $contactstatic->fetch($rec->rowid);
        $contacts[] = $contactstatic;
      }
 
      return $contacts;
    } else {
      $this->error = $this->db->error().' sql='.$sql;
      dol_syslog(get_class($this)."::searchContactByEmail ".$this->error, LOG_ERR);
      return -1;
    }
  }
 
  public function setCustomer($id)
  {
    if ($this->id) {
      $sql = "UPDATE ".MAIN_DB_PREFIX."ticket";
      $sql .= " SET fk_soc = ".($id > 0 ? (int) $id : "null");
      $sql .= " WHERE rowid = ".((int) $this->id);
      dol_syslog(get_class($this).'::setCustomer sql='.$sql);
      $resql = $this->db->query($sql);
      if ($resql) {
        return 1;
      } else {
        return -1;
      }
    } else {
      return -1;
    }
  }
 
  public function setProgression($percent)
  {
    if ($this->id) {
      $sql = "UPDATE ".MAIN_DB_PREFIX."ticket";
      $sql .= " SET progress = ".($percent > 0 ? (float) $percent : "null");
      $sql .= " WHERE rowid = ".((int) $this->id);
      dol_syslog(get_class($this).'::set_progression sql='.$sql);
      $resql = $this->db->query($sql);
      if ($resql) {
        return 1;
      } else {
        return -1;
      }
    } else {
      return -1;
    }
  }
 
  public function setContract($contractid)
  {
    if ($this->id) {
      $sql = "UPDATE ".MAIN_DB_PREFIX."ticket";
      $sql .= " SET fk_contract = ".($contractid > 0 ? (int) $contractid : "null");
      $sql .= " WHERE rowid = ".((int) $this->id);
      dol_syslog(get_class($this).'::setContract sql='.$sql);
      $resql = $this->db->query($sql);
      if ($resql) {
        return 1;
      } else {
        return -1;
      }
    } else {
      return -1;
    }
  }
 
  /* gestion des contacts d'un ticket */
 
  public function getIdTicketInternalContact()
  {
    return $this->getIdContact('internal', 'SUPPORTTEC');
  }
 
  public function getInfosTicketInternalContact($status = -1)
  {
    return $this->listeContact(-1, 'internal', 0, '', $status);
  }
 
  public function getIdTicketCustomerContact()
  {
    return $this->getIdContact('external', 'SUPPORTCLI');
  }
 
  public function getInfosTicketExternalContact($status = -1)
  {
    return $this->listeContact(-1, 'external', 0, '', $status);
  }
 
  public function getIdTicketInternalInvolvedContact()
  {
    return $this->getIdContact('internal', 'CONTRIBUTOR');
  }
 
  public function getIdTicketCustomerInvolvedContact()
  {
    return $this->getIdContact('external', 'CONTRIBUTOR');
  }
 
  public function getTicketAllContacts()
  {
    $array_contact = $this->getIdTicketInternalContact();
 
    $array_contact = array_merge($array_contact, $this->getIdTicketCustomerContact());
 
    $array_contact = array_merge($array_contact, $this->getIdTicketInternalInvolvedContact());
 
    $array_contact = array_merge($array_contact, $this->getIdTicketCustomerInvolvedContact());
 
    return $array_contact;
  }
 
  public function getTicketAllCustomerContacts()
  {
    $array_contact = array();
 
    $array_contact = array_merge($array_contact, $this->getIdTicketCustomerContact());
 
    $array_contact = array_merge($array_contact, $this->getIdTicketCustomerInvolvedContact());
 
    return $array_contact;
  }
 
 
  public function listeContact($statusoflink = -1, $source = 'external', $list = 0, $code = '', $status = -1)
  {
    global $langs;
 
    $tab = array();
 
    $sql = "SELECT ec.rowid, ec.statut  as statuslink, ec.fk_socpeople as id, ec.fk_c_type_contact"; // This field contains id of llx_socpeople or id of llx_user
    if ($source == 'internal') {
      $sql .= ", '-1' as socid, t.statut as statuscontact";
    }
 
    if ($source == 'external' || $source == 'thirdparty') {
      $sql .= ", t.fk_soc as socid, t.statut as statuscontact";
    }
 
    $sql .= ", t.civility, t.lastname as lastname, t.firstname, t.email";
    if ($source == 'internal') {
      $sql .= ", t.office_phone as phone, t.user_mobile as phone_mobile";
    }
 
    if ($source == 'external') {
      $sql .= ", t.phone as phone, t.phone_mobile as phone_mobile, t.phone_perso as phone_perso";
    }
 
    $sql .= ", tc.source, tc.element, tc.code, tc.libelle as type_contact_label";
    $sql .= " FROM ".MAIN_DB_PREFIX."c_type_contact tc";
    $sql .= ", ".MAIN_DB_PREFIX."element_contact ec";
    if ($source == 'internal') {
      $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."user t on ec.fk_socpeople = t.rowid";
    }
 
    if ($source == 'external' || $source == 'thirdparty') {
      $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."socpeople t on ec.fk_socpeople = t.rowid";
    }
 
    $sql .= " WHERE ec.element_id = ".((int) $this->id);
    $sql .= " AND ec.fk_c_type_contact=tc.rowid";
    $sql .= " AND tc.element='".$this->db->escape($this->element)."'";
    if ($source == 'internal') {
      $sql .= " AND tc.source = 'internal'";
      if ($status >= 0) {
        $sql .= " AND t.statut = ".((int) $status);
      }
    }
 
    if ($source == 'external' || $source == 'thirdparty') {
      $sql .= " AND tc.source = 'external'";
      if ($status >= 0) {
        $sql .= " AND t.statut = ".((int) $status);
      }
    }
 
    if (!empty($code)) {
      $sql .= " AND tc.code = '".$this->db->escape($code)."'";
    }
 
    $sql .= " AND tc.active=1";
    if ($statusoflink >= 0) {
      $sql .= " AND ec.statut = ".((int) $statusoflink);
    }
 
    $sql .= " ORDER BY t.lastname ASC";
 
    $resql = $this->db->query($sql);
    if ($resql) {
      $num = $this->db->num_rows($resql);
      $i = 0;
      while ($i < $num) {
        $obj = $this->db->fetch_object($resql);
 
        if (!$list) {
          $transkey = "TypeContact_".$obj->element."_".$obj->source."_".$obj->code;
          $labelType = ($langs->trans($transkey) != $transkey ? $langs->trans($transkey) : $obj->type_contact_label);
          $tab[$i] = array(
            'source' => $obj->source,
            'socid' => (int) $obj->socid,
            'id' => (int) $obj->id,
            'nom' => $obj->lastname, // For backward compatibility
            'civility' => $obj->civility,
            'lastname' => $obj->lastname,
            'firstname' => $obj->firstname,
            'email' => $obj->email,
            'rowid' => (int) $obj->rowid,
            'code' => $obj->code,
            'libelle' => $labelType,    // deprecated, replaced with labeltype
            'labeltype' => $labelType,
            'status' => $obj->statuslink,
            'statuscontact' => (int) $obj->statuscontact,
            'fk_c_type_contact' => (int) $obj->fk_c_type_contact,
            'phone' => $obj->phone,
            'phone_mobile' => $obj->phone_mobile);
          if ($source == 'external') {
            $tab[$i]['phone_perso'] = $obj->phone_perso;
          }
        } else {
          $tab[$i] = $obj->id;
        }
 
        $i++;
      }
 
      return $tab;
    } else {
      $this->error = $this->db->error();
      dol_print_error($this->db);
      return -1;
    }
  }
 
  public function getDefaultRef($thirdparty = null)
  {
    global $conf;
 
    $defaultref = '';
    $modele = getDolGlobalString('TICKET_ADDON', 'mod_ticket_simple');
 
    // Search template files
    $file = '';
    $classname = '';
    $reldir = '';
    $dirmodels = array_merge(array('/'), (array) $conf->modules_parts['models']);
    foreach ($dirmodels as $reldir) {
      $file = dol_buildpath($reldir."core/modules/ticket/".$modele.'.php', 0);
      if (file_exists($file)) {
        $classname = $modele;
        break;
      }
    }
 
    if ($classname !== '') {
      $result = dol_include_once($reldir."core/modules/ticket/".$modele.'.php');
      $modTicket = new $classname();
      '@phan-var-force ModeleNumRefTicket $modTicket';
 
      $defaultref = $modTicket->getNextValue($thirdparty, $this);
    }
 
    if (is_numeric($defaultref) && $defaultref <= 0) {
      $defaultref = '';
    }
 
    return $defaultref;
  }
 
 
  // phpcs:disable PEAR.NamingConventions.ValidFunctionName.ScopeNotCamelCaps
  public function is_photo_available($sdir)
  {
    // phpcs:enable
    include_once DOL_DOCUMENT_ROOT.'/core/lib/files.lib.php';
 
    $dir = $sdir.'/';
 
    $dir_osencoded = dol_osencode($dir);
    if (file_exists($dir_osencoded)) {
      $handle = opendir($dir_osencoded);
      if (is_resource($handle)) {
        while (($file = readdir($handle)) !== false) {
          if (!utf8_check($file)) {
            $file = mb_convert_encoding($file, 'UTF-8', 'ISO-8859-1');  // To be sure data is stored in UTF8 in memory
          }
          if (dol_is_file($dir.$file)) {
            return true;
          }
        }
      }
    }
    return false;
  }
 
 
  public function copyFilesForTicket($forcetrackid = null)
  {
    global $conf;
 
    // Create form object
    include_once DOL_DOCUMENT_ROOT.'/core/class/html.formmail.class.php';
    include_once DOL_DOCUMENT_ROOT.'/core/lib/files.lib.php';
    include_once DOL_DOCUMENT_ROOT.'/core/lib/images.lib.php';
 
    $maxwidthsmall = 270;
    $maxheightsmall = 150;
    $maxwidthmini = 128;
    $maxheightmini = 72;
 
    $formmail = new FormMail($this->db);
    $formmail->trackid = (is_null($forcetrackid) ? 'tic'.$this->id : '');
    $attachedfiles = $formmail->get_attached_files();
 
    $filepath = $attachedfiles['paths'];  // path is for example user->dir_temp.'/'.$user->id.'/'...
    $filename = $attachedfiles['names'];
    $mimetype = $attachedfiles['mimes'];
 
    // Copy files into ticket directory
    $destdir = $conf->ticket->dir_output.'/'.$this->ref;
 
    if (!dol_is_dir($destdir)) {
      dol_mkdir($destdir);
    }
 
    $listofpaths = array();
    $listofnames = array();
    foreach ($filename as $i => $val) {
      $destfile = $destdir.'/'.$filename[$i];
      // If destination file already exists, we add a suffix to avoid to overwrite
      if (is_file($destfile)) {
        $pathinfo = pathinfo($filename[$i]);
        $now = dol_now();
        $destfile = $destdir.'/'.$pathinfo['filename'].' - '.dol_print_date($now, 'dayhourlog').'.'.$pathinfo['extension'];
      }
 
      $moreinfo = array(
        'description' => 'File saved by copyFilesForTicket',
        'src_object_type' => $this->element,
        'src_object_id' => $this->id,
        'gen_or_uploaded' => 'uploaded'
      );
 
      $res = dol_move($filepath[$i], $destfile, '0', 1, 0, 1, $moreinfo);
 
      if (!$res) {
        // Move has failed
        $this->error = "Failed to move file ".dirbasename($filepath[$i])." into ".dirbasename($destfile);
        return -1;
      } else {
        // If file is an image, we create thumbs
        if (image_format_supported($destfile) == 1) {
          // Create small thumbs for image (Ratio is near 16/9)
          // Used on logon for example
          $imgThumbSmall = vignette($destfile, $maxwidthsmall, $maxheightsmall, '_small', 50, "thumbs");
          // Create mini thumbs for image (Ratio is near 16/9)
          // Used on menu or for setup page for example
          $imgThumbMini = vignette($destfile, $maxwidthmini, $maxheightmini, '_mini', 50, "thumbs");
        }
      }
 
      // Clear variables into session
      $formmail->remove_attached_files($i);
 
      // Fill array with new names
      $listofpaths[$i] = $destfile;
      $listofnames[$i] = basename($destfile);
    }
 
    return array('listofpaths' => $listofpaths, 'listofnames' => $listofnames, 'listofmimes' => $mimetype);
  }
 
  public function setCategories($categories)
  {
    // Handle single category
    if (!is_array($categories)) {
      $categories = array($categories);
    }
 
    // Get current categories
    include_once DOL_DOCUMENT_ROOT.'/categories/class/categorie.class.php';
    $c = new Categorie($this->db);
    $existing = $c->containing($this->id, Categorie::TYPE_TICKET, 'id');
 
    // Diff
    if (is_array($existing)) {
      $to_del = array_diff($existing, $categories);
      $to_add = array_diff($categories, $existing);
    } else {
      $to_del = array(); // Nothing to delete
      $to_add = $categories;
    }
 
    // Process
    foreach ($to_del as $del) {
      if ($c->fetch($del) > 0) {
        $c->del_type($this, Categorie::TYPE_TICKET);
      }
    }
    foreach ($to_add as $add) {
      if ($c->fetch($add) > 0) {
        $c->add_type($this, Categorie::TYPE_TICKET);
      }
    }
 
    return 1;
  }
 
  public function newMessage($user, &$action, $private = 1, $public_area = 0)
  {
    global $mysoc, $langs;
 
    $error = 0;
 
    $object = new Ticket($this->db);
 
    $ret = $object->fetch(0, '', GETPOST('track_id', 'alpha'));
 
    $object->socid = $object->fk_soc;
    $object->fetch_thirdparty();
    $object->fetchProject();
 
    if ($ret < 0) {
      $error++;
      array_push($this->errors, $langs->trans("ErrorTicketIsNotValid"));
      $action = '';
    }
 
    if (!GETPOST("message")) {
      $error++;
      array_push($this->errors, $langs->trans("ErrorFieldRequired", $langs->transnoentities("Message")));
      $action = 'add_message';
    }
 
    if (!$error) {
      $object->subject = GETPOST('subject', 'alphanohtml');
      $object->message = GETPOST("message", "restricthtml");
      $object->private = GETPOST("private_message", "alpha");
 
      $send_email = (bool) GETPOSTINT('send_email');
 
      // Copy attached files (saved into $_SESSION) as linked files to ticket. Return array with final name used.
      $resarray = $object->copyFilesForTicket();
      if (is_numeric($resarray) && $resarray == -1) {
        setEventMessages($object->error, $object->errors, 'errors');
        return -1;
      }
 
      $listofpaths = $resarray['listofpaths'];
      $listofnames = $resarray['listofnames'];
      $listofmimes = $resarray['listofmimes'];
 
      // Add the ticket message in database (even if email is requested, we store a simple record
      // like a simple private message, with no information about emails) because
      // information about emails sent will be fill later after email sending.
      $id = $object->createTicketMessage($user, 0, $listofpaths, $listofmimes, $listofnames, $send_email, $public_area);
 
      if ($id <= 0) {
        $error++;
        $this->error = $object->error;
        $this->errors = $object->errors;
        $action = 'add_message';
      }
 
      if (!$error && $id > 0) {
        setEventMessages($langs->trans('TicketMessageSuccessfullyAdded'), null, 'mesgs');
 
        // Now send emails
        if (!empty($public_area)) {
          /*
           * Message created from the Public interface
           *
           * Send emails to assigned users (public area notification)
           */
          if (getDolGlobalString('TICKET_PUBLIC_NOTIFICATION_NEW_MESSAGE_ENABLED')) {
            // Retrieve internal contact datas
            $internal_contacts = $object->getInfosTicketInternalContact(1);
 
            $assigned_user_dont_have_email = '';
 
            $sendto = array();
 
            if ($this->fk_user_assign > 0) {
              $assigned_user = new User($this->db);
              $assigned_user->fetch($this->fk_user_assign);
              if (!empty($assigned_user->email)) {
                $sendto[$assigned_user->email] = $assigned_user->getFullName($langs)." <".$assigned_user->email.">";
              } else {
                $assigned_user_dont_have_email = $assigned_user->getFullName($langs);
              }
            } else {
              $assigned_user = null;
            }
 
            // Build array to display recipient list
            foreach ($internal_contacts as $key => $info_sendto) {
              // Avoid duplicate notifications
              if ($info_sendto['id'] == $user->id) {
                continue;
              }
 
              // We check if the email address is not the assignee's address to prevent notification from being sent twice
              if (!empty($info_sendto['email']) && ($assigned_user === null || $assigned_user->email != $info_sendto['email'])) {
                $sendto[] = dolGetFirstLastname($info_sendto['firstname'], $info_sendto['lastname'])." <".$info_sendto['email'].">";
              }
            }
 
            if (empty($sendto)) {
              if (getDolGlobalString('TICKET_PUBLIC_NOTIFICATION_NEW_MESSAGE_DEFAULT_EMAIL')) {
                $sendto[getDolGlobalString('TICKET_PUBLIC_NOTIFICATION_NEW_MESSAGE_DEFAULT_EMAIL')] = getDolGlobalString('TICKET_PUBLIC_NOTIFICATION_NEW_MESSAGE_DEFAULT_EMAIL');
              } elseif (getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO')) {
                $sendto[getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO')] = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO');
              }
            }
 
            // Add global email address recipient
            if (getDolGlobalString('TICKET_NOTIFICATION_ALSO_MAIN_ADDRESS') && !array_key_exists(getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO'), $sendto)) {
              if (getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO')) {
                $sendto[getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO')] = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO');
              }
            }
 
            if (!empty($sendto)) {
              $appli = getDolGlobalString('MAIN_APPLICATION_TITLE', $mysoc->name);
 
              $subject = '['.$appli.'- ticket #'.$object->track_id.'] '.$this->subject;
 
              // Message send
              $message = getDolGlobalString('TICKET_MESSAGE_MAIL_INTRO', $langs->trans('TicketMessageMailIntroText'));
              $message .= '<br><br>';
              $messagePost = GETPOST('message', 'restricthtml');
              if (!dol_textishtml($messagePost)) {
                $messagePost = dol_nl2br($messagePost);
              }
              $message .= $messagePost;
 
              // Customer company infos
              $message .= '<br><br>';
              $message .= "==============================================";
              $message .= !empty($object->thirdparty->name) ? '<br>'.$langs->trans('ThirdParty')." : ".$object->thirdparty->name : '';
              $message .= !empty($object->thirdparty->town) ? '<br>'.$langs->trans('Town')." : ".$object->thirdparty->town : '';
              $message .= !empty($object->thirdparty->phone) ? '<br>'.$langs->trans('Phone')." : ".$object->thirdparty->phone : '';
 
              // Email send to
              $message .= '<br><br>';
              if (!empty($assigned_user_dont_have_email)) {
                $message .= '<br>'.$langs->trans('NoEMail').' : '.$assigned_user_dont_have_email;
              }
              foreach ($sendto as $val) {
                $message .= '<br>'.$langs->trans('TicketNotificationRecipient').' : '.$val;
              }
 
              // URL ticket
              $url_internal_ticket = dol_buildpath('/ticket/card.php', 2).'?track_id='.$object->track_id;
              $message .= '<br><br>';
              $message .= $langs->trans('TicketNotificationEmailBodyInfosTrackUrlinternal').' : <a href="'.$url_internal_ticket.'">'.$object->track_id.'</a>';
 
              $from = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_FROM');
 
              $replyto = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_REPLYTO');
 
              // don't try to send email if no recipient
              $this->sendTicketMessageByEmail($subject, $message, 0, $sendto, $listofpaths, $listofmimes, $listofnames, array(), $from, $replyto);
            }
          }
        } else {
          /*
           * Message created from the Backoffice / Private area
           *
           * Send emails to internal users (linked contacts) then, if private is not set, to external users (linked contacts or thirdparty email if no contact set)
           */
          if ((int) $send_email > 0) {
            // Retrieve internal contact datas
            $internal_contacts = $object->getInfosTicketInternalContact(1);
 
            $sendto = array();
            if (is_array($internal_contacts) && count($internal_contacts) > 0) {
              // Set default subject
              $appli = getDolGlobalString('MAIN_APPLICATION_TITLE', $mysoc->name);
 
              $subject = GETPOST('subject', 'alphanohtml') ? GETPOST('subject', 'alphanohtml') : '['.$appli.' - '.$langs->trans("Ticket").' #'.$object->track_id.'] '.$langs->trans('TicketNewMessage');
 
              $message_intro = $langs->trans('TicketNotificationEmailBody', "#".$object->id);
              $message_signature = GETPOST('mail_signature') ? GETPOST('mail_signature') : getDolGlobalString('TICKET_MESSAGE_MAIL_SIGNATURE');
 
              $message = getDolGlobalString('TICKET_MESSAGE_MAIL_INTRO', $langs->trans('TicketMessageMailIntroText'));
              $message .= '<br><br>';
              $messagePost = GETPOST('message', 'restricthtml');
              if (!dol_textishtml($messagePost)) {
                $messagePost = dol_nl2br($messagePost);
              }
              $message .= $messagePost;
 
              // Data about customer
              $message .= '<br><br>';
              $message .= "==============================================<br>";
              $message .= !empty($object->thirdparty->name) ? $langs->trans('ThirdParty')." : ".$object->thirdparty->name : '';
              $message .= !empty($object->thirdparty->town) ? '<br>'.$langs->trans('Town')." : ".$object->thirdparty->town : '';
              $message .= !empty($object->thirdparty->phone) ? '<br>'.$langs->trans('Phone')." : ".$object->thirdparty->phone : '';
 
              // Build array to display recipient list
              foreach ($internal_contacts as $key => $info_sendto) {
                // Check if recipient email is current user, if yes, we avoid to send email to him.
                if ($info_sendto['id'] == $user->id) {
                  dol_syslog("We cancel sending email to internal user ".$info_sendto['email']." because it is current user", LOG_DEBUG);
                  continue;
                }
 
                if ($info_sendto['email'] != '') {
                  $email = $info_sendto['email'];
                  if ($email != null) {
                    $sendto[$email] = dolGetFirstLastname($info_sendto['firstname'], $info_sendto['lastname'])." <".$info_sendto['email'].">";
                  }
 
                  // Contact type
                  $recipient = dolGetFirstLastname($info_sendto['firstname'], $info_sendto['lastname'], -1).' ('.strtolower((string) $info_sendto['libelle']).')';
                  $message .= (!empty($recipient) ? '<br>'.$langs->trans('TicketNotificationRecipient').' : '.$recipient.'<br>' : '');
                }
              }
              $message .= '<br>';
              // URL ticket
              $url_internal_ticket = dol_buildpath('/ticket/card.php', 2).'?track_id='.$object->track_id;
 
              // Add html link on url
              $message .= '<br>'.$langs->trans('TicketNotificationEmailBodyInfosTrackUrlinternal').' : <a href="'.$url_internal_ticket.'">'.$object->track_id.'</a><br>';
 
              // Add global email address recipient
              if (getDolGlobalString('TICKET_NOTIFICATION_ALSO_MAIN_ADDRESS') && !array_key_exists(getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO'), $sendto)) {
                if (getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO')) {
                  $sendto[getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO')] = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO');
                }
              }
 
              $sendtocc = array();
              if (getDolGlobalString("TICKET_SEND_INTERNAL_CC")) {
                $sendtocc = explode(',', getDolGlobalString("TICKET_SEND_INTERNAL_CC"));
              }
 
              $from = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_FROM');
 
              $replyto = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_REPLYTO');
 
              // don't try to send email if no recipient
              if (!empty($sendto)) {
                $this->sendTicketMessageByEmail($subject, $message, 0, $sendto, $listofpaths, $listofmimes, $listofnames, $sendtocc, $from, $replyto);
              }
            }
 
            /*
             * Send emails for externals users if not private (linked contacts)
             */
            if (empty($object->private)) {
              // Retrieve email of all contacts (external)
              $external_contacts = $object->getInfosTicketExternalContact(1);
 
              // If no contact, get email from thirdparty
              if (is_array($external_contacts) && count($external_contacts) === 0) {
                if (!empty($object->fk_soc)) {
                  $object->fetch_thirdparty($object->fk_soc);
                  $array_company = array(array('firstname' => '', 'lastname' => $object->thirdparty->name, 'email' => $object->thirdparty->email, 'libelle' => $langs->transnoentities('Customer'), 'socid' => $object->thirdparty->id));
                  $external_contacts = array_merge($external_contacts, $array_company);
                } elseif (empty($object->fk_soc) && !empty($object->origin_replyto)) {
                  $array_external = array(array('firstname' => '', 'lastname' => $object->origin_replyto, 'email' => $object->origin_replyto, 'libelle' => $langs->transnoentities('Customer'), 'socid' => 0));
                  $external_contacts = array_merge($external_contacts, $array_external);
                } elseif (empty($object->fk_soc) && !empty($object->origin_email)) {
                  $array_external = array(array('firstname' => '', 'lastname' => $object->origin_email, 'email' => $object->thirdparty->email, 'libelle' => $langs->transnoentities('Customer'), 'socid' => $object->thirdparty->id));
                  $external_contacts = array_merge($external_contacts, $array_external);
                }
              }
 
              $sendto = array();
              if (is_array($external_contacts) && count($external_contacts) > 0) {
                // Get default subject for email to external contacts
                $appli = getDolGlobalString('MAIN_APPLICATION_TITLE', $mysoc->name);
 
                $subject = GETPOST('subject') ? GETPOST('subject') : '['.$appli.' - '.$langs->trans("Ticket").' #'.$object->track_id.'] '.$langs->trans('TicketNewMessage');
 
                $message_intro = GETPOST('mail_intro') ? GETPOST('mail_intro', 'restricthtml') : getDolGlobalString('TICKET_MESSAGE_MAIL_INTRO');
                $message_signature = GETPOST('mail_signature') ? GETPOST('mail_signature', 'restricthtml') : getDolGlobalString('TICKET_MESSAGE_MAIL_SIGNATURE');
                if (!dol_textishtml($message_intro)) {
                  $message_intro = dol_nl2br($message_intro);
                }
                if (!dol_textishtml($message_signature)) {
                  $message_signature = dol_nl2br($message_signature);
                }
 
                // We put intro after
                $messagePost = GETPOST('message', 'restricthtml');
                if (!dol_textishtml($messagePost)) {
                  $messagePost = dol_nl2br($messagePost);
                }
                $message = $messagePost;
                $message .= '<br><br>';
 
                foreach ($external_contacts as $key => $info_sendto) {
                  // Check if recipient email is current user, if yes, we avoid to send email to him.
                  if ($info_sendto['id'] == $user->contact_id) {
                    continue;
                  }
 
                  if ($info_sendto['email'] != '' && $info_sendto['email'] != $object->origin_email) {
                    $email = $info_sendto['email'];
                    if ($email != null) {
                      $sendto[$email] = trim($info_sendto['firstname']." ".$info_sendto['lastname'])." <".$info_sendto['email'].">";
                    }
 
                    $recipient = dolGetFirstLastname($info_sendto['firstname'], $info_sendto['lastname'], -1).' ('.strtolower((string) $info_sendto['libelle']).')';
                    $message .= (!empty($recipient) ? '<br>'.$langs->trans('TicketNotificationRecipient').' : '.$recipient.'<br>' : '');
                  }
                }
 
                // If public interface is not enable, use link to internal page into mail
                $url_public_ticket = (getDolGlobalInt('TICKET_ENABLE_PUBLIC_INTERFACE') ?
                    (getDolGlobalString('TICKET_URL_PUBLIC_INTERFACE') !== '' ? getDolGlobalString('TICKET_URL_PUBLIC_INTERFACE') . '/view.php' : dol_buildpath('/public/ticket/view.php', 2)) : dol_buildpath('/ticket/card.php', 2)).'?track_id='.urlencode($object->track_id);
 
                if (getDolGlobalInt('TICKET_INCLUDE_LINK_TO_PUBLIC_INTERFACE_IN_MESSAGE')) {
                  $message .= '<br>' . $langs->trans('TicketNewEmailBodyInfosTrackUrlCustomer') . ' : <a href="' . $url_public_ticket . '">' . $object->track_id . '</a><br>';
                }
 
                // Build final message
                $message = $message_intro.'<br><br>'.$message;
 
                // Add signature
                $message .= '<br>'.$message_signature;
 
                if (!empty($object->origin_replyto)) {
                  $sendto[$object->origin_replyto] = $object->origin_replyto;
                } elseif (!empty($object->origin_email)) {
                  $sendto[$object->origin_email] = $object->origin_email;
                }
 
                if ($object->fk_soc > 0 && !array_key_exists($object->origin_replyto, $sendto) && !array_key_exists($object->origin_email, $sendto)) {
                  $object->socid = $object->fk_soc;
                  $object->fetch_thirdparty();
                  if (!empty($object->thirdparty->email)) {
                    $sendto[$object->thirdparty->email] = $object->thirdparty->email;
                  }
                }
 
                // Add global email address recipient
                if (getDolGlobalString('TICKET_NOTIFICATION_ALSO_MAIN_ADDRESS') && !array_key_exists(getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO'), $sendto)) {
                  if (getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO')) {
                    $sendto[getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO')] = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_TO');
                  }
                }
 
                $sendtocc = array();
                if (getDolGlobalString("TICKET_SEND_INTERNAL_CC")) {
                  $sendtocc = explode(',', getDolGlobalString("TICKET_SEND_INTERNAL_CC"));
                }
 
                // Don't try to send email when no recipient
                if (!empty($sendto)) {
                  $from = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_FROM');
 
                  $replyto = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_REPLYTO');
 
                  $result = $this->sendTicketMessageByEmail($subject, $message, 0, $sendto, $listofpaths, $listofmimes, $listofnames, $sendtocc, $from, $replyto);
                  if ($result) {
                    // update last_msg_sent date of ticket (for last message sent to external users)
                    $this->date_last_msg_sent = dol_now();
                    $this->update($user, 1);  // disable trigger when updating date_last_msg_sent. sendTicketMessageByEmail already create an event in actioncomm table.
 
                    // update event actioncomm $id
                    //print 'update actioncomm id='.$id.' with sendto='.json_encode($sendto)." sendtocc=".json_encode($sendtocc)." email_msgid=".json_encode($this->email_msgid);
                    $sql = "UPDATE ".MAIN_DB_PREFIX."actioncomm";
                    $sql .= " SET email_msgid = '".$this->db->escape($this->email_msgid)."',";
                    $sql .= " email_subject = '".$this->db->escape($subject)."',";
                    $sql .= " email_from = '".$this->db->escape($from)."',";
                    $sql .= " email_to = '".$this->db->escape(implode(',', $sendto))."',";
                    $sql .= " email_tocc = '".$this->db->escape(implode(',', $sendtocc))."',";
                    $sql .= " reply_to = '".$this->db->escape($replyto)."'";
                    $sql .= " WHERE id = ".((int) $id);
 
                    $resql = $this->db->query($sql);
                  }
                }
              }
            }
          }
        }
 
        // Set status back to "In progress" if not set yet, but only if internal user and not a private message
        // Or set status to "In progress" if the client has answered and if the ticket has started
        // So we are sure to leave the STATUS_DRAFT, STATUS_NEED_INFO.
        // Except if TICKET_SET_STATUS_ON_ANSWER has been defined
        if ((getDolGlobalInt('TICKET_SET_STATUS_ON_ANSWER', -1) < 0
        && ($object->status < self::STATUS_IN_PROGRESS && !$user->socid && !$private))
        || ($object->status > self::STATUS_IN_PROGRESS && $public_area)) {
          // Set status
          $object->setStatut($object::STATUS_IN_PROGRESS, null, '', 'TICKET_MODIFY');
        } elseif (getDolGlobalInt('TICKET_SET_STATUS_ON_ANSWER', -1) >= 0 && empty($user->socid) && empty($private)) {
          // Set status
          $object->setStatut(getDolGlobalInt('TICKET_SET_STATUS_ON_ANSWER'), null, '', 'TICKET_MODIFY');
        }
 
        return 1;
      } else {
        setEventMessages($object->error, $object->errors, 'errors');
        return -1;
      }
    } else {
      setEventMessages($this->error, $this->errors, 'errors');
      return -1;
    }
  }
 
 
  public function sendTicketMessageByEmail($subject, $message, $send_internal_cc = 0, $array_receiver = array(), $filename_list = array(), $mimetype_list = array(), $mimefilename_list = array(), $array_receiver_cc = array(), $from = '', $replyto = '')
  {
    global $conf, $langs, $user;
 
    if (getDolGlobalString('TICKET_DISABLE_ALL_MAILS')) {
      dol_syslog(get_class($this).'::sendTicketMessageByEmail: Emails are disable into ticket setup by option TICKET_DISABLE_ALL_MAILS', LOG_WARNING);
      return false;
    }
 
    $langs->load("mails");
 
    include_once DOL_DOCUMENT_ROOT.'/contact/class/contact.class.php';
    //$contactstatic = new Contact($this->db);
 
    // If no receiver defined, load all ticket linked contacts
    if (!is_array($array_receiver) || !count($array_receiver) > 0) {
      $array_receiver = $this->getInfosTicketInternalContact(1);
      $array_receiver = array_merge($array_receiver, $this->getInfosTicketExternalContact(1));
    }
 
    dol_syslog("sendTicketMessageByEmail array_receiver=".json_encode($array_receiver), LOG_DEBUG);
    dol_syslog("sendTicketMessageByEmail array_receiver_cc=".json_encode($array_receiver_cc), LOG_DEBUG);
 
    $sendtocc = '';
    if ($send_internal_cc) {
      $sendtocc = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_FROM');
    }
    if (!empty($array_receiver_cc) && is_array($array_receiver_cc)) {
      $sendtocc .= ($sendtocc ? ',' : '').implode(',', $array_receiver_cc);
    }
 
    if (empty($from)) {
      $from = getDolGlobalString('TICKET_NOTIFICATION_EMAIL_FROM');
    }
 
    $is_sent = false;
    $this->email_msgids = array();
 
    if (is_array($array_receiver) && count($array_receiver) > 0) {
      //foreach ($array_receiver as $key => $receiver) {
      $deliveryreceipt = 0;
      $filepath = $filename_list;
      $filename = $mimefilename_list;
      $mimetype = $mimetype_list;
 
      // Send email
 
      $old_MAIN_MAIL_AUTOCOPY_TO = getDolGlobalString('MAIN_MAIL_AUTOCOPY_TO');
      if (getDolGlobalString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
        $conf->global->MAIN_MAIL_AUTOCOPY_TO = '';
      }
 
      $upload_dir_tmp = $conf->user->dir_output."/".$user->id.'/temp';
 
      include_once DOL_DOCUMENT_ROOT.'/core/class/CMailFile.class.php';
      $trackid = "tic".$this->id;
 
      $moreinheader = 'X-Dolibarr-Info: sendTicketMessageByEmail'."\r\n";
      if (!empty($this->email_msgid)) {
        // We must also add 1 entry In-Reply-To: <$this->email_msgid> with Message-ID we respond from (See RFC5322).
        $moreinheader .= 'In-Reply-To: <'.$this->email_msgid.'>'."\r\n";
        // TODO We should now be able to give the in_reply_to as a dedicated parameter of new CMailFile() instead of into $moreinheader.
      }
 
      // We should add here also a header 'References:'
      // According to RFC5322, we should add here all the References fields of the initial message concatenated with
      // the Message-ID of the message we respond from (but each ID must be once).
      $references = '';
      if (!empty($this->origin_references)) {   // $this->origin_references should be '<'.$this->origin_references.'>'
        $references .= (empty($references) ? '' : ' ').$this->origin_references;
      }
      if (!empty($this->email_msgid) && !preg_match('/'.preg_quote($this->email_msgid, '/').'/', $references)) {
        $references .= (empty($references) ? '' : ' ').'<'.$this->email_msgid.'>';
      }
      if ($references) {
        $moreinheader .= 'References: '.$references."\r\n";
        // TODO We should now be able to give the references as a dedicated parameter of new CMailFile() instead of into $moreinheader.
      }
 
      $receiverstring = '';
      foreach ($array_receiver as $key => $receiver) {
        $receiverstring .= ($receiverstring ? ',' : '').$receiver;
      }
 
      $sendcontext = 'ticket';
 
      // Send email
      $mailfile = new CMailFile($subject, $receiverstring, $from, $message, $filepath, $mimetype, $filename, $sendtocc, '', $deliveryreceipt, -1, '', '', $trackid, $moreinheader, $sendcontext, $replyto, $upload_dir_tmp);
 
 
      if ($mailfile->error) {
        setEventMessages($mailfile->error, null, 'errors');
      } else {
        $result = $mailfile->sendfile();
 
        if ($result) {
          setEventMessages($langs->trans('MailSuccessfulySent', $mailfile->getValidAddress($from, 2), $mailfile->getValidAddress($receiverstring, 2)), null, 'mesgs');
          $is_sent = true;
 
          $this->email_msgid = $mailfile->msgid;
        } else {
          $langs->load("other");
          if ($mailfile->error) {
            setEventMessages($langs->trans('ErrorFailedToSendMail', $from, $receiver), null, 'errors');
            dol_syslog($langs->trans('ErrorFailedToSendMail', $from, $receiver).' : '.$mailfile->error);
          } elseif (getDolGlobalString('MAIN_DISABLE_ALL_MAILS')) {
            setEventMessages('No mail sent. Feature is disabled by option MAIN_DISABLE_ALL_MAILS', null, 'errors');
          } else {
            setEventMessages($langs->trans('ErrorFailedToSendMail', $from, $receiverstring), null, 'errors');
            dol_syslog('ErrorFailedToSendMail (no error details) from='.$from.' to='.$receiverstring, LOG_WARNING);
          }
        }
      }
 
      if (getDolGlobalString('TICKET_DISABLE_MAIL_AUTOCOPY_TO')) {
        $conf->global->MAIN_MAIL_AUTOCOPY_TO = $old_MAIN_MAIL_AUTOCOPY_TO;
      }
      //}
    } else {
      $langs->load("other");
      setEventMessages($langs->trans('ErrorMailRecipientIsEmptyForSendTicketMessage'), null, 'warnings');
    }
 
    return $is_sent;
  }
 
  // phpcs:disable PEAR.NamingConventions.ValidFunctionName.ScopeNotCamelCaps
  public function load_board($user, $mode)
  {
    // phpcs:enable
    global $user, $langs;
 
    $now = dol_now();
    $delay_warning = 0;
 
    $clause = " WHERE";
 
    $sql = "SELECT p.rowid, p.ref, p.datec as datec";
    $sql .= " FROM ".MAIN_DB_PREFIX."ticket as p";
    if (empty($user->socid) && isModEnabled('societe') && !$user->hasRight('societe', 'client', 'voir') && !$user->socid) {
      $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."societe_commerciaux as sc ON p.fk_soc = sc.fk_soc";
      $sql .= " WHERE sc.fk_user = ".((int) $user->id);
      $clause = " AND";
    }
    $sql .= $clause." p.entity IN (".getEntity('ticket').")";
    if ($mode == 'opened') {
      $sql .= " AND p.fk_statut NOT IN (".Ticket::STATUS_CLOSED.", ".Ticket::STATUS_CANCELED.")";
    }
    if ($user->socid) {
      $sql .= " AND p.fk_soc = ".((int) $user->socid);
    }
 
    $resql = $this->db->query($sql);
    if ($resql) {
      $label = $labelShort = '';
      $status = '';
      if ($mode == 'opened') {
        $status = 'openall';
        //$delay_warning = $conf->ticket->warning_delay;
        $delay_warning = 0;
        $label = $langs->trans("MenuListNonClosed");
        $labelShort = $langs->trans("MenuListNonClosed");
      }
 
      $response = new WorkboardResponse();
      //$response->warning_delay = $delay_warning / 60 / 60 / 24;
      $response->label = $label;
      $response->labelShort = $labelShort;
      $response->url = DOL_URL_ROOT.'/ticket/list.php?search_fk_statut[]='.$status;
      $response->img = img_object('', "ticket");
 
      // This assignment in condition is not a bug. It allows walking the results.
      while ($obj = $this->db->fetch_object($resql)) {
        $response->nbtodo++;
        if ($mode == 'opened') {
          $datelimit = (int) $this->db->jdate($obj->datec) + (int) $delay_warning;
          if ($datelimit < $now) {
            //$response->nbtodolate++;
          }
        }
      }
      return $response;
    } else {
      $this->error = $this->db->lasterror();
      return -1;
    }
  }
 
  public function loadStateBoard()
  {
    global $user;
 
    $this->nb = array();
    $clause = "WHERE";
 
    $sql = "SELECT count(p.rowid) as nb";
    $sql .= " FROM ".MAIN_DB_PREFIX."ticket as p";
    $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."societe as s ON p.fk_soc = s.rowid";
    if (empty($user->socid) && !$user->hasRight('societe', 'client', 'voir')) {
      $sql .= " LEFT JOIN ".MAIN_DB_PREFIX."societe_commerciaux as sc ON s.rowid = sc.fk_soc";
      $sql .= " WHERE sc.fk_user = ".((int) $user->id);
      $clause = "AND";
    }
    $sql .= " ".$clause." p.entity IN (".getEntity('ticket').")";
 
    $resql = $this->db->query($sql);
    if ($resql) {
      // This assignment in condition is not a bug. It allows walking the results.
      while ($obj = $this->db->fetch_object($resql)) {
        $this->nb["ticket"] = $obj->nb;
      }
      $this->db->free($resql);
      return 1;
    } else {
      dol_print_error($this->db);
      $this->error = $this->db->lasterror();
      return -1;
    }
  }
 
  public static function replaceThirdparty($db, $origin_id, $dest_id)
  {
    $tables = array('ticket');
 
    return CommonObject::commonReplaceThirdparty($db, $origin_id, $dest_id, $tables);
  }
 
  public function getKanbanView($option = '', $arraydata = null)
  {
    global $langs;
 
    $selected = (empty($arraydata['selected']) ? 0 : $arraydata['selected']);
 
    $return = '<div class="box-flex-item box-flex-grow-zero">';
    $return .= '<div class="info-box info-box-sm">';
    $return .= '<span class="info-box-icon bg-infobox-action">';
    $return .= img_picto('', $this->picto);
    $return .= '</span>';
    $return .= '<div class="info-box-content">';
    $return .= '<span class="info-box-ref inline-block tdoverflowmax150 valignmiddle">'.(method_exists($this, 'getNomUrl') ? $this->getNomUrl(1) : $this->ref).'</span>';
    if ($selected >= 0) {
      $return .= '<input id="cb'.$this->id.'" class="flat checkforselect fright" type="checkbox" name="toselect[]" value="'.$this->id.'"'.($selected ? ' checked="checked"' : '').'>';
    }
    if (!empty($arraydata['user_assignment'])) {
      $return .= '<br><span class="info-box-label" title="'.dol_escape_htmltag($langs->trans("AssignedTo")).'">'.$arraydata['user_assignment'].'</span>';
    }
    if (property_exists($this, 'type_code') && !empty($this->type_code)) {
      $return .= '<br>';
      $return .= '<div class="tdoverflowmax125 inline-block">'.$langs->getLabelFromKey($this->db, 'TicketTypeShort'.$this->type_code, 'c_ticket_type', 'code', 'label', $this->type_code).'</div>';
    }
    if (method_exists($this, 'getLibStatut')) {
      $return .= '<br><div class="info-box-status">'.$this->getLibStatut(3).'</div>';
    }
    $return .= '</div>';
    $return .= '</div>';
    $return .= '</div>';
 
    return $return;
  }
 
  public function generateDocument($modele, $outputlangs, $hidedetails = 0, $hidedesc = 0, $hideref = 0, $moreparams = null)
  {
    global $langs;
 
    $langs->load("ticket");
    $outputlangs->load("ticket");
 
    if (!dol_strlen($modele)) {
      $modele = 'generic_ticket_odt';
 
      if (!empty($this->model_pdf)) {
        $modele = $this->model_pdf;
      } elseif (getDolGlobalString('TICKET_ADDON_PDF')) {
        $modele = getDolGlobalString('TICKET_ADDON_PDF');
      }
    }
 
    $modelpath = "core/modules/ticket/doc/";
 
    return $this->commonGenerateDocument($modelpath, $modele, $outputlangs, $hidedetails, $hidedesc, $hideref, $moreparams);
  }
}