modTicket.class.php

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<?php
/* Copyright (C) 2013-2018  Jean-François FERRY     <hello@librethic.io>
 * Copyright (C) 2024   MDW           <mdeweerd@users.noreply.github.com>
 * Copyright (C) 2024-2026  Frédéric France         <frederic.france@free.fr>
 *
 * 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/>.
 *
 * Module descriptor for ticket system
 */
 
require_once DOL_DOCUMENT_ROOT."/core/modules/DolibarrModules.class.php";
 
 
class modTicket extends DolibarrModules
{
  public function __construct($db)
  {
    global $langs, $conf;
    $langs->load("ticket");
 
    $this->db = $db;
 
    // Id for module (must be unique).
    // Use a free id here
    // (See in Home -> System information -> Dolibarr for list of used modules id).
    $this->numero = 56000;
    // Key text used to identify module (for permissions, menus, etc...)
    $this->rights_class = 'ticket';
 
    // Family can be 'crm','financial','hr','projects','products','ecm','technic','other'
    // It is used to group modules in module setup page
    $this->family = "crm";
    // Module position in the family
    $this->module_position = '60';
    // Module label (no space allowed)
    // used if translation string 'ModuleXXXName' not found
    // (where XXX is value of numeric property 'numero' of module)
    $this->name = preg_replace('/^mod/i', '', get_class($this));
    // Module description
    // used if translation string 'ModuleXXXDesc' not found
    // (where XXX is value of numeric property 'numero' of module)
    $this->description = "Incident/support ticket management";
    // Possible values for version are: 'development', 'experimental' or version
    $this->version = 'dolibarr';
    // Key used in llx_const table to save module status enabled/disabled
    // (where MYMODULE is value of property name of module in uppercase)
    $this->const_name = 'MAIN_MODULE_'.strtoupper($this->name);
    // Name of image file used for this module.
    // If file is in theme/yourtheme/img directory under name object_pictovalue.png
    // use this->picto='pictovalue'
    // If file is in module/img directory under name object_pictovalue.png
    // use this->picto='pictovalue@module'
    $this->picto = 'ticket'; // mypicto@ticket
    // Defined all module parts (triggers, login, substitutions, menus, css, etc...)
    // for default path (eg: /ticket/core/xxxxx) (0=disable, 1=enable)
    // for specific path of parts (eg: /ticket/core/modules/barcode)
    // for specific css file (eg: /ticket/css/ticket.css.php)
    $this->module_parts = [
      // Set this to 1 if module has its own trigger directory
      'triggers' => 1,
    ];
 
    // Data directories to create when module is enabled.
    // Example: this->dirs = ["/ticket/temp"];
    $this->dirs = [];
 
    // Config pages. Put here list of php pages
    // stored into ticket/admin directory, used to setup module.
    $this->config_page_url = ["ticket.php"];
 
    // Dependencies
    $this->hidden = false; // A condition to hide module
    $this->depends = ['modAgenda']; // List of module class names as string that must be enabled if this module is enabled
    $this->requiredby = []; // List of module ids to disable if this one is disabled
    $this->conflictwith = []; // List of module class names as string this module is in conflict with
    $this->langfiles = ["ticket"];
 
    // Constants
    // List of particular constants to add when module is enabled
    // (key, 'chaine', value, desc, visible, 'current' or 'allentities', deleteonunactive)
    // Example:
    $default_footer = $langs->trans('TicketMessageMailFooterText', getDolGlobalString('MAIN_INFO_SOCIETE_NOM'));
    $this->const = [
      ['TICKET_ENABLE_PUBLIC_INTERFACE', 'chaine', '0', 'Enable ticket public interface', 0],
      ['TICKET_ADDON', 'chaine', 'mod_ticket_simple', 'Ticket ref module', 0],
      ['TICKET_ADDON_PDF_ODT_PATH', 'chaine', 'DOL_DATA_ROOT'.($conf->entity > 1 ? '/'.$conf->entity : '').'/doctemplates/tickets', 'Ticket templates ODT/ODS directory for templates', 0],
      ['TICKET_AUTO_READ_WHEN_CREATED_FROM_BACKEND', 'chaine', 0, 'Automatically mark ticket as read when created from backend', 0],
      ['TICKET_DELAY_BEFORE_FIRST_RESPONSE', 'chaine', '0', 'Maximum wanted elapsed time before a first answer to a ticket (in hours). Display a warning in tickets list if not respected.', 0],
      ['TICKET_DELAY_SINCE_LAST_RESPONSE', 'chaine', '0', 'Maximum wanted elapsed time between two answers on the same ticket (in hours). Display a warning in tickets list if not respected.', 0],
      ['TICKET_NOTIFY_AT_CLOSING', 'chaine', '0', 'Default notify contacts when closing a module', 0],
      ['TICKET_PRODUCT_CATEGORY', 'chaine', 0, 'The category of product that is being used to find contract to link to created ticket', 0],
      ['TICKET_NOTIFICATION_EMAIL_FROM', 'chaine', getDolGlobalString('MAIN_MAIL_EMAIL_FROM'), 'Email to use by default as sender for messages sent from Dolibarr', 0],
      ['TICKET_MESSAGE_MAIL_INTRO', 'chaine', $langs->trans('TicketMessageMailIntroText'), 'Introduction text of ticket replies sent from Dolibarr', 0],
      ['TICKET_MESSAGE_MAIL_SIGNATURE', 'chaine', $default_footer, 'Signature to use by default for messages sent from Dolibarr', 0],
      ['MAIN_EMAILCOLLECTOR_MAIL_WITHOUT_HEADER', 'chaine', "1", 'Disable the rendering of headers in tickets', 0],
      ['MAIN_SECURITY_ENABLECAPTCHA_TICKET', 'chaine', getDolGlobalInt('MAIN_SECURITY_ENABLECAPTCHA_TICKET'), 'Enable captcha code by default', 0],
      ['TICKET_SHOW_COMPANY_LOGO', 'chaine', getDolGlobalInt('TICKET_SHOW_COMPANY_LOGO', 1), 'Enable logo header on ticket public page', 0],
      ['TICKET_SHOW_COMPANY_FOOTER', 'chaine', getDolGlobalInt('TICKET_SHOW_COMPANY_FOOTER', 1), 'Enable footer on ticket public page', 0],
    ];
 
    /*
    $this->tabs = [
      'thirdparty:+ticket:Tickets:ticket:$user->hasRight("ticket","read"):/ticket/list.php?socid=__ID__',
    ];
    */
 
    // Dictionaries
    if (!isset($conf->ticket->enabled)) {
      $conf->ticket = new stdClass();
      $conf->ticket->enabled = 0;
    }
 
    // Dictionary of ticket types
    $this->declareNewDictionary(
      [
        'name' => 'c_ticket_type',
        'lib' => 'TicketDictType',
        'sql' => 'SELECT f.rowid as rowid, f.code, f.pos, f.label, f.active, f.use_default, f.entity FROM '.$this->db->prefix().'c_ticket_type as f WHERE f.entity IN ('.getEntity('c_ticket_type').')',
        'sqlsort' => 'pos ASC',
        'field' => 'code,label,pos,use_default',
        'fieldvalue' => 'code,label,pos,use_default',
        'fieldinsert' => 'code,label,pos,use_default,entity',
        'rowid' => 'rowid',
        'cond' => isModEnabled('ticket'),
        'help' => ['code' => $langs->trans('EnterAnyCode'), 'use_default' => $langs->trans('EnterYesOrNo')],
      ]
    );
 
    // Dictionary of ticket severities
    $this->declareNewDictionary(
      [
        'name' => 'c_ticket_severity',
        'lib' => 'TicketDictSeverity',
        'sql' => 'SELECT f.rowid as rowid, f.code, f.pos, f.label, f.active, f.use_default, f.entity FROM '.$this->db->prefix().'c_ticket_severity as f WHERE f.entity IN ('.getEntity('c_ticket_severity').')',
        'sqlsort' => 'pos ASC',
        'field' => 'code,label,pos,use_default',
        'fieldvalue' => 'code,label,pos,use_default',
        'fieldinsert' => 'code,label,pos,use_default,entity',
        'rowid' => 'rowid',
        'cond' => isModEnabled('ticket'),
        'help' => [
          'code' => $langs->trans('EnterAnyCode'),
          'use_default' => $langs->trans('EnterYesOrNo'),
        ],
      ]
    );
 
    // Dictionary of ticket categories
    $this->declareNewDictionary(
      [
        'name' => 'c_ticket_category',
        'lib' => 'TicketDictCategory',
        'sql' => 'SELECT f.rowid as rowid, f.code, f.pos, f.label, f.active, f.use_default, f.public, f.fk_parent, f.entity FROM '.$this->db->prefix().'c_ticket_category as f WHERE f.entity IN ('.getEntity('c_ticket_category').')',
        'sqlsort' => 'pos ASC',
        'field' => 'code,label,pos,use_default,public,fk_parent',
        'fieldvalue' => 'code,label,pos,use_default,public,fk_parent',
        'fieldinsert' => 'code,label,pos,use_default,public,fk_parent,entity',
        'rowid' => 'rowid',
        'cond' => isModEnabled('ticket'),
        'help' => [
          'code' => $langs->trans('EnterAnyCode'),
          'use_default' => $langs->trans('EnterYesOrNo'),
          'public' => $langs->trans('Enter0or1').'<br>'.$langs->trans('TicketGroupIsPublicDesc'),
          'fk_parent' => $langs->trans('IfThisCategoryIsChildOfAnother'),
        ],
      ]
    );
 
    // Dictionary of ticket resolutions (apparently unused except if TICKET_ENABLE_RESOLUTION is on)
    $this->declareNewDictionary(
      [
        'name' => 'c_ticket_resolution',
        'lib' => 'TicketDictResolution',
        'sql' => 'SELECT f.rowid as rowid, f.code, f.pos, f.label, f.active, f.use_default, f.entity FROM '.$this->db->prefix().'c_ticket_resolution as f WHERE f.entity IN ('.getEntity('c_ticket_resolution').')',
        'sqlsort' => 'pos ASC',
        'field' => 'code,label,pos,use_default',
        'fieldvalue' => 'code,label,pos,use_default',
        'fieldinsert' => 'code,label,pos,use_default,entity',
        'rowid' => 'rowid',
        'cond' => isModEnabled('ticket') && getDolGlobalString('TICKET_ENABLE_RESOLUTION'),
        'help' => [
          'code' => $langs->trans('EnterAnyCode'),
          'use_default' => $langs->trans('Enter0or1'),
        ],
      ]
    );
 
    // Boxes
    // Add here list of php file(s) stored in core/boxes that contains class to show a box.
    $this->boxes = [
      ['file' => 'box_last_ticket.php', 'enabledbydefaulton' => 'Home'],
      ['file' => 'box_last_modified_ticket.php', 'enabledbydefaulton' => 'Home'],
      ['file' => 'box_graph_ticket_by_severity.php', 'enabledbydefaulton' => 'ticketindex'],
      ['file' => 'box_graph_nb_ticket_last_x_days.php', 'enabledbydefaulton' => 'ticketindex'],
      ['file' => 'box_graph_nb_tickets_type.php', 'enabledbydefaulton' => 'ticketindex'],
      ['file' => 'box_new_vs_close_ticket.php', 'enabledbydefaulton' => 'ticketindex'],
    ];
 
    // Permissions
    $this->rights = []; // Permission array used by this module
 
    $r = 0;
    $this->rights[$r][0] = 56001; // id de la permission
    $this->rights[$r][1] = "Read ticket"; // libelle de la permission
    $this->rights[$r][2] = 'r'; // type de la permission (deprecated)
    $this->rights[$r][3] = 0; // La permission est-elle une permission par default
    $this->rights[$r][4] = 'read';
 
    $r++;
    $this->rights[$r][0] = 56002; // id de la permission
    $this->rights[$r][1] = "Create les tickets"; // libelle de la permission
    $this->rights[$r][2] = 'w'; // type de la permission (deprecated)
    $this->rights[$r][3] = 0; // La permission est-elle une permission par default
    $this->rights[$r][4] = 'write';
 
    $r++;
    $this->rights[$r][0] = 56003; // id de la permission
    $this->rights[$r][1] = "Delete les tickets"; // libelle de la permission
    $this->rights[$r][2] = 'd'; // type de la permission (deprecated)
    $this->rights[$r][3] = 0; // La permission est-elle une permission par default
    $this->rights[$r][4] = 'delete';
 
    $r++;
    $this->rights[$r][0] = 56004; // id de la permission
    $this->rights[$r][1] = "Manage tickets"; // libelle de la permission
    //$this->rights[$r][2] = 'd'; // type de la permission (deprecated)
    $this->rights[$r][3] = 0; // La permission est-elle une permission par default
    $this->rights[$r][4] = 'manage_advance';
 
    $r++;
    $this->rights[$r][0] = 56006; // id de la permission
    $this->rights[$r][1] = "Export ticket"; // libelle de la permission
    //$this->rights[$r][2] = 'd'; // type de la permission (deprecated)
    $this->rights[$r][3] = 0; // La permission est-elle une permission par default
    $this->rights[$r][4] = 'export';
 
    /* Seems not used and in conflict with societe->client->voir (see all thirdparties)
    $r++;
    $this->rights[$r][0] = 56005; // id de la permission
    $this->rights[$r][1] = 'See all tickets, even if not assigned to (not effective for external users, always restricted to the thirdpardy they depends on)'; // libelle de la permission
    $this->rights[$r][2] = 'r'; // type de la permission (deprecated)
    $this->rights[$r][3] = 0; // La permission est-elle une permission par default
    $this->rights[$r][4] = 'view';
    $this->rights[$r][5] = 'all';
    */
 
    // Main menu entries
    $this->menu = []; // List of menus to add
    $r = 0;
 
    $this->menu[$r] = [
      'fk_menu' => 'fk_mainmenu=ticket',
      'type' => 'left',
      'titre' => 'Ticket',
      'prefix' => img_picto('', $this->picto, 'class="paddingright pictofixedwidth em092"'),
      'mainmenu' => 'ticket',
      'leftmenu' => 'ticket',
      'url' => '/ticket/index.php',
      'langs' => 'ticket',
      'position' => 101,
      'enabled' => 'isModEnabled("ticket")',
      'perms' => '$user->hasRight("ticket","read")',
      'target' => '',
      'user' => 2,
    ];
    $r++;
 
    $this->menu[$r] = [
      'fk_menu' => 'fk_mainmenu=ticket,fk_leftmenu=ticket',
      'type' => 'left',
      'titre' => 'NewTicket',
      'mainmenu' => 'ticket',
      'url' => '/ticket/card.php?action=create&mode=init',
      'langs' => 'ticket',
      'position' => 102,
      'enabled' => 'isModEnabled("ticket")',
      'perms' => '$user->hasRight("ticket", "write")',
      'target' => '',
      'user' => 2,
    ];
    $r++;
 
    $this->menu[$r] = [
      'fk_menu' => 'fk_mainmenu=ticket,fk_leftmenu=ticket',
      'type' => 'left',
      'titre' => 'List',
      'mainmenu' => 'ticket',
      'leftmenu' => 'ticketlist',
      'url' => '/ticket/list.php?search_fk_statut=openall',
      'langs' => 'ticket',
      'position' => 103,
      'enabled' => 'isModEnabled("ticket")',
      'perms' => '$user->hasRight("ticket","read")',
      'target' => '',
      'user' => 2,
    ];
    $r++;
 
    $this->menu[$r] = [
      'fk_menu' => 'fk_mainmenu=ticket,fk_leftmenu=ticket',
      'type' => 'left',
      'titre' => 'MenuTicketMyAssign',
      'mainmenu' => 'ticket',
      'leftmenu' => 'ticketmy',
      'url' => '/ticket/list.php?mode=mine&search_fk_statut=openall',
      'langs' => 'ticket',
      'position' => 105,
      'enabled' => 'isModEnabled("ticket")',
      'perms' => '$user->hasRight("ticket","read")',
      'target' => '',
      'user' => 0,
    ];
    $r++;
 
    $this->menu[$r] = [
      'fk_menu' => 'fk_mainmenu=ticket,fk_leftmenu=ticket',
      'type' => 'left',
      'titre' => 'Statistics',
      'mainmenu' => 'ticket',
      'url' => '/ticket/stats/index.php',
      'langs' => 'ticket',
      'position' => 107,
      'enabled' => 'isModEnabled("ticket")',
      'perms' => '$user->hasRight("ticket","read")',
      'target' => '',
      'user' => 0,
    ];
    $r++;
 
    $this->menu[$r] = [
      'fk_menu' => 'fk_mainmenu=ticket,fk_leftmenu=ticket',
      'type' => 'left',
      'titre' => 'Categories',
      'mainmenu' => 'ticket',
      'url' => '/categories/categorie_list.php?type=12',
      'langs' => 'ticket',
      'position' => 107,
      'enabled' => 'isModEnabled("ticket") && isModEnabled("categorie") && getDolGlobalString("CATEGORY_EDIT_IN_MENU_NOT_IN_POPUP")',
      'perms' => '$user->hasRight("ticket","read")',
      'target' => '',
      'user' => 0,
    ];
    $r++;
 
    // Exports
    //--------
    $r = 1;
 
    // Export list of tickets and attributes
    $langs->load("ticket");
    $this->export_code[$r] = $this->rights_class.'_'.$r;
    $this->export_label[$r] = 'ExportDataset_ticket_1'; // Translation key (used only if key ExportDataset_xxx_z not found)
    $this->export_permission[$r] = [["ticket", "export"]];
    $this->export_icon[$r] = 'ticket';
    $keyforclass = 'Ticket';
    $keyforclassfile = '/ticket/class/ticket.class.php';
    $keyforelement = 'ticket';
    include DOL_DOCUMENT_ROOT.'/core/commonfieldsinexport.inc.php';
    $keyforselect = 'ticket';
    $keyforaliasextra = 'extra';
    $keyforelement = 'ticket';
    include DOL_DOCUMENT_ROOT.'/core/extrafieldsinexport.inc.php';
    $this->export_sql_start[$r] = 'SELECT DISTINCT ';
    $this->export_sql_end[$r]  = ' FROM '.MAIN_DB_PREFIX.'ticket as t';
    $this->export_sql_end[$r] .= ' LEFT JOIN '.MAIN_DB_PREFIX.'ticket_extrafields as extra on (t.rowid = extra.fk_object)';
    $this->export_sql_end[$r] .= ' WHERE 1 = 1';
    $this->export_sql_end[$r] .= ' AND t.entity IN ('.getEntity('ticket').')';
    $r++;
  }
 
  public function init($options = '')
  {
    global $conf, $langs;
 
    $result = $this->_load_tables('/install/mysql/', 'ticket');
    if ($result < 0) {
      return -1; // Do not activate module if error 'not allowed' returned when loading module SQL queries (the _load_table run sql with run_sql with the error allowed parameter set to 'default')
    }
 
    // Permissions
    $this->remove($options);
 
    // ODT template
    $src = DOL_DOCUMENT_ROOT.'/install/doctemplates/tickets/template_ticket.odt';
    $dirodt = DOL_DATA_ROOT.($conf->entity > 1 ? '/'.$conf->entity : '').'/doctemplates/tickets';
    $dest = $dirodt.'/template_ticket.odt';
 
    if (file_exists($src) && !file_exists($dest)) {
      require_once DOL_DOCUMENT_ROOT.'/core/lib/files.lib.php';
      dol_mkdir($dirodt);
      $result = dol_copy($src, $dest, '0', 0);
      if ($result < 0) {
        $langs->load("errors");
        $this->error = $langs->trans('ErrorFailToCopyFile', $src, $dest);
        return 0;
      }
    }
 
    $sql = [
      ["sql" => "INSERT INTO ".$this->db->prefix()."c_type_contact(rowid, element, source, code, libelle, active ) values (110120, 'ticket',  'internal', 'SUPPORTTEC', 'Utilisateur assigné au ticket', 1);", "ignoreerror" => 1],
      ["sql" => "INSERT INTO ".$this->db->prefix()."c_type_contact(rowid, element, source, code, libelle, active ) values (110121, 'ticket',  'internal', 'CONTRIBUTOR', 'Intervenant', 1);", "ignoreerror" => 1],
      ["sql" => "INSERT INTO ".$this->db->prefix()."c_type_contact(rowid, element, source, code, libelle, active ) values (110122, 'ticket',  'external', 'SUPPORTCLI', 'Contact client suivi incident', 1);", "ignoreerror" => 1],
      ["sql" => "INSERT INTO ".$this->db->prefix()."c_type_contact(rowid, element, source, code, libelle, active ) values (110123, 'ticket',  'external', 'CONTRIBUTOR', 'Intervenant', 1);", "ignoreerror" => 1],
      // remove old settings
      "DELETE FROM ".$this->db->prefix()."document_model WHERE nom = 'TICKET_ADDON_PDF_ODT_PATH' AND type = 'ticket' AND entity = ".((int) $conf->entity),
      // activate default odt templates
      ["sql" => "INSERT INTO ".$this->db->prefix()."document_model (nom, type, libelle, entity, description) VALUES('generic_ticket_odt','ticket','ODT templates',".((int) $conf->entity).",'TICKET_ADDON_PDF_ODT_PATH');", "ignoreerror" => 1],
    ];
 
    return $this->_init($sql, $options);
  }
}