%PDF-
%PDF-
Mini Shell
Mini Shell
<?
IncludeModuleLangFile(__FILE__);
class CAllTicketReminder
{
function err_mess()
{
$module_id = "support";
@include($_SERVER["DOCUMENT_ROOT"]."/bitrix/modules/".$module_id."/install/version.php");
return "<br>Module: ".$module_id." <br>Class: CAllTicketReminder<br>File: ".__FILE__;
}
function ConvertResponseTimeUnit($rt, $rtu)
{
switch($rtu)
{
case 'day': return intval($rt) * 1440;
case 'hour': return intval($rt) * 60;
case 'minute': return intval($rt);
}
return 0;
}
function RecalculateLastMessageDeadline($RSD = true)
{
global $DB, $DBType;
$err_mess = (self::err_mess())."<br>Function: RecalculateLastMessage<br>Line: ";
$DB->StartUsingMasterOnly();
$strSql = "SELECT count(*) C FROM b_ticket";
$rs = $DB->Query($strSql, false, $err_mess.__LINE__);
$resC = $rs->Fetch();
if(!is_array($resC))
{
return true;
}
if(!isset($resC["C"]) || $resC["C"] == 0)
{
return true;
}
$strUsers = implode(",", CTicket::GetSupportTeamAndAdminUsers());
$strSql0 = "
b_ticket
INNER JOIN (
SELECT
T.ID TID,
M.DATE_CREATE DATE_CREATE,
M.ID ID,
" . CTicket::isnull("Q.LMBS", "'Y'") . " LMBS
FROM
b_ticket as T
LEFT JOIN (
SELECT
TM.TICKET_ID ID,
MIN(TM.ID) M_ID,
'N' LMBS
FROM
b_ticket_message TM
INNER JOIN (
SELECT
T.ID ID,
MAX(" . CTicket::isnull("TM.ID", "0") . ") M_ID
FROM
b_ticket T
LEFT JOIN b_ticket_message TM
ON T.ID = TM.TICKET_ID
AND (NOT(TM.IS_LOG='Y'))
AND (NOT(TM.IS_HIDDEN='Y'))
AND (NOT(TM.NOT_CHANGE_STATUS='Y'))
AND TM.OWNER_USER_ID IN ($strUsers)
WHERE
T.DATE_CLOSE IS NULL
GROUP BY
T.ID
) AS Q
ON TM.TICKET_ID = Q.ID
AND TM.ID > Q.M_ID
AND (NOT(TM.IS_LOG='Y'))
AND (NOT(TM.IS_HIDDEN='Y'))
AND (NOT(TM.NOT_CHANGE_STATUS='Y'))
GROUP BY
TM.TICKET_ID
) AS Q
ON T.ID = Q.ID
LEFT JOIN b_ticket_message AS M
ON Q.M_ID = M.ID
WHERE
T.DATE_CLOSE IS NULL
) AS M
ON b_ticket.ID = M.TID
";
$arS = array(
"MySQL" => "
UPDATE $strSql0
SET
b_ticket.D_1_USER_M_AFTER_SUP_M = M.DATE_CREATE,
b_ticket.ID_1_USER_M_AFTER_SUP_M = M.ID,
b_ticket.LAST_MESSAGE_BY_SUPPORT_TEAM = M.LMBS
",
"MSSQL" => "
UPDATE b_ticket
SET
b_ticket.D_1_USER_M_AFTER_SUP_M = M.DATE_CREATE,
b_ticket.ID_1_USER_M_AFTER_SUP_M = M.ID,
b_ticket.LAST_MESSAGE_BY_SUPPORT_TEAM = M.LMBS
FROM $strSql0
",
"Oracle" => "
UPDATE b_ticket T0
SET (D_1_USER_M_AFTER_SUP_M, ID_1_USER_M_AFTER_SUP_M, LAST_MESSAGE_BY_SUPPORT_TEAM) = (
SELECT
M.DATE_CREATE,
M.ID,
M.LMBS
FROM ".str_replace(" AS ", " ", $strSql0)."
WHERE b_ticket.ID = T0.ID
)
",
);
$res = $DB->Query($arS[$DBType], true);
$res = $DB->Query("UPDATE b_ticket SET SUPPORT_DEADLINE = null, SUPPORT_DEADLINE_NOTIFY = null WHERE LAST_MESSAGE_BY_SUPPORT_TEAM = 'Y'", true);
if($RSD)
{
self::RecalculateSupportDeadline();
}
$DB->StopUsingMasterOnly();
}
function RecalculateSupportDeadline($arFilter = array())
{
global $DB;
$err_mess = (CAllTicketReminder::err_mess())."<br>Function: RecalculateSupportDeadline<br>Line: ";
$arSqlSearch = Array();
if(!is_array($arFilter)) $arFilter = array();
foreach($arFilter as $key => $val)
{
if((is_array($val) && count($val) <= 0) || (!is_array($val) && strlen($val) <= 0)) continue;
$key = strtoupper($key);
if (is_array($val)) $val = implode(" | ",$val);
switch($key)
{
case "ID":
$arSqlSearch[] = GetFilterQuery("T.ID", $val, "N");
break;
case "SLA_ID":
$arSqlSearch[] = GetFilterQuery("T.SLA_ID", $val, "N");
break;
}
}
$strSqlSearch = GetFilterSqlSearch($arSqlSearch);
$strSql = "
SELECT
T.ID ID,
T.SLA_ID,
" . $DB->DateToCharFunction("T.DEADLINE_SOURCE_DATE", "FULL") . " DEADLINE_SOURCE_DATE,
" . $DB->DateToCharFunction("T.D_1_USER_M_AFTER_SUP_M", "FULL") . " D_1_USER_M_AFTER_SUP_M,
T.IS_OVERDUE,
SLA.RESPONSE_TIME_UNIT,
SLA.RESPONSE_TIME,
SLA.NOTICE_TIME_UNIT,
SLA.NOTICE_TIME
FROM
b_ticket T
INNER JOIN b_ticket_sla SLA
ON T.SLA_ID = SLA.ID
AND T.LAST_MESSAGE_BY_SUPPORT_TEAM = 'N'
AND (T.DATE_CLOSE IS NULL)
WHERE
$strSqlSearch
";
$rsTicket = $DB->Query($strSql, false, $err_mess . __LINE__);
while($arTicket = $rsTicket->Fetch())
{
self::RecalculateSupportDeadlineForOneTicket($arTicket);
}
}
/*$arTicket = ID,SLA_ID,RESPONSE_TIME, D_1_USER_M_AFTER_SUP_M, RESPONSE_TIME_UNIT, NOTICE_TIME, NOTICE_TIME_UNIT,DEADLINE_SOURCE_DATE
$dateType = CTicket::ADD, CTicket::UPDATE CTicket::DELETE, CTicket::IGNORE, CTicket::REOPEN, CTicket::NEW_SLA*/
function RecalculateSupportDeadlineForOneTicket($arTicket, $arFields = array(), $dateType = array("EVENT"=>array(CTicket::IGNORE)))
{
global $DB;
$err_mess = (CAllTicketReminder::err_mess())."<br>Function: RecalculateSupportDeadlineForOneTicket<br>Line: ";
$currDateTS = time() + CTimeZone::GetOffset();
$ts2010 = mktime(0, 0, 0, 1, 1, 2010);
$supportDeadlineNotify = 0;
$ticketID = intval($arTicket["ID"]);
$slaID = intval($arTicket["SLA_ID"]);
$periodMin = self::ConvertResponseTimeUnit($arTicket["RESPONSE_TIME"], $arTicket["RESPONSE_TIME_UNIT"]);
$periodNMin = 0;
if($ticketID <= 0 || $slaID <= 0 || $periodMin <= 0 || intval($arTicket["D_1_USER_M_AFTER_SUP_M"]) <= 0)
{
if($ticketID > 0 && count($arFields) > 0)
{
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
}
return;
}
$periodNMinMinus = self::ConvertResponseTimeUnit($arTicket["NOTICE_TIME"], $arTicket["NOTICE_TIME_UNIT"]);
if($periodNMinMinus > 0 && $periodNMinMinus < $periodMin)
{
$periodNMin = $periodMin - $periodNMinMinus;
}
$newDate1UserMessAfterSupMessTS = MakeTimeStamp($arTicket["D_1_USER_M_AFTER_SUP_M"]);
$deadlineSourceDate = MakeTimeStamp($arTicket["DEADLINE_SOURCE_DATE"]);
if($deadlineSourceDate <= $ts2010)
{
if($newDate1UserMessAfterSupMessTS <= $ts2010)
{
$deadlineSourceDate = $currDateTS;
}
else
{
$deadlineSourceDate = $newDate1UserMessAfterSupMessTS;
}
$arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime($deadlineSourceDate,"FULL"));
}
$oldPeriodMin = null;
if(isset($dateType["EVENT"]) && in_array(CTicket::UPDATE, $dateType["EVENT"]))
{
if(isset($dateType["OLD_SLA_RESPONSE_TIME"]) && isset($dateType["OLD_SLA_RESPONSE_TIME_UNIT"]))
{
$oldPeriodMin = self::ConvertResponseTimeUnit($dateType["OLD_SLA_RESPONSE_TIME"], $dateType["OLD_SLA_RESPONSE_TIME_UNIT"]);
}
if(
in_array(CTicket::REOPEN, $dateType["EVENT"]) ||
(
in_array(CTicket::NEW_SLA, $dateType["EVENT"]) &&
($arTicket["IS_OVERDUE"] != "Y") &&
($oldPeriodMin != null) &&
($oldPeriodMin > $periodMin)
)
)
{
$deadlineSourceDate = $currDateTS;
$arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime($deadlineSourceDate,"FULL"));
}
elseif(($arTicket["IS_OVERDUE"] != "Y") && ($newDate1UserMessAfterSupMessTS > $deadlineSourceDate))
{
$sla = CTicketSLA::getById($slaID)->Fetch();
if (empty($sla['DEADLINE_SOURCE']))
{
// default deadline calculation
// date of first client message after support message
$deadlineSourceDate = $newDate1UserMessAfterSupMessTS;
$arFields["DEADLINE_SOURCE_DATE"] = $arFields["D_1_USER_M_AFTER_SUP_M"];
}
}
}
$supportDeadlineTS = CSupportTimetableCache::getEndDate($slaID, $periodMin, GetTime($deadlineSourceDate,"FULL"));
$arFields["SUPPORT_DEADLINE"] = $DB->CharToDateFunction(GetTime($supportDeadlineTS, "FULL"));
$arFields["IS_OVERDUE"] = (($supportDeadlineTS <= $currDateTS) ? "'Y'" : "'N'");
// exec event and confirm if overdue
if ($arTicket['IS_OVERDUE'] == "N" && $arFields['IS_OVERDUE'] == "'Y'")
{
$rs = GetModuleEvents('support', 'OnBeforeTicketExpire');
while ($arr = $rs->Fetch())
{
$arFields = ExecuteModuleEventEx($arr, array($ticketID, $arFields));
if (!$arFields)
{
return false;
}
}
}
if($periodNMin > 0)
{
$supportDeadlineNotifyTS = CSupportTimetableCache::getEndDate($slaID, $periodNMin, GetTime($deadlineSourceDate,"FULL"));
$arFields["SUPPORT_DEADLINE_NOTIFY"] = $DB->CharToDateFunction(GetTime($supportDeadlineNotifyTS, "FULL"));
$arFields["IS_NOTIFIED"] = (($supportDeadlineNotifyTS <= $currDateTS) ? "'Y'" : "'N'");
// exec event and confirm if set notified
if ($arTicket['IS_NOTIFIED'] == "N" && $arFields['IS_NOTIFIED'] == "'Y'")
{
$rs = GetModuleEvents('support', 'OnBeforeTicketNotify');
while ($arr = $rs->Fetch())
{
$arFields = ExecuteModuleEventEx($arr, array($ticketID, $arFields));
if (!$arFields)
{
return false;
}
}
}
}
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'", $err_mess . __LINE__);
}
function SupportDeadline($arrTicket)
{
global $MESS, $DB;
$err_mess = (CAllTicketReminder::err_mess())."<br>Function: supportDeadline<br>Line: ";
$rsSite = CSite::GetByID($arrTicket["SITE_ID"]);
$arSite = $rsSite->Fetch();
//$oldMess = $MESS;
IncludeModuleLangFile($_SERVER["DOCUMENT_ROOT"]."/bitrix/modules/support/classes/general/messages.php", $arSite["LANGUAGE_ID"]);
// update message params
$arFields = array(
"EXPIRE_AGENT_ID" => "null",
"IS_OVERDUE" => "'Y'",
"OVERDUE_MESSAGES" => "OVERDUE_MESSAGES + 1",
);
// execute event
$rs = GetModuleEvents('support', 'OnBeforeTicketExpire');
while ($arr = $rs->Fetch())
{
$arFields = ExecuteModuleEventEx($arr, array($arrTicket["ID"], $arFields));
if (!$arFields)
{
return false;
}
}
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $arrTicket["ID"] . "'", $err_mess . __LINE__);
// add message log
$message = str_replace("#ID#", $arrTicket["TM_ID"], GetMessage("SUP_MESSAGE_OVERDUE_LOG"));
$message = str_replace("#NUMBER#", $arrTicket["TM_C_NUMBER"], $message);
$message .= "<br><li>" . htmlspecialcharsEx(str_replace("#VALUE#", $arrTicket["SLA_NAME"], GetMessage("SUP_SLA_LOG")));
if(intval($arrTicket["RESPONSIBLE_USER_ID"]) > 0)
{
$rsUser = CUser::GetByID(intval($arrTicket["RESPONSIBLE_USER_ID"]));
$arUser = $rsUser->Fetch();
$responsibleText = "[" . $arUser["ID"] . "] (" . $arUser["LOGIN"] . ") " . $arUser["NAME"] . " " . $arUser["LAST_NAME"];
$message .= "<li>".htmlspecialcharsEx(str_replace("#VALUE#", $responsibleText, GetMessage("SUP_RESPONSIBLE_LOG")));
}
$arFields = array(
"IS_LOG" => "Y",
"IS_OVERDUE" => "Y",
"MESSAGE_CREATED_USER_ID" => "null",
"MESSAGE_CREATED_MODULE_NAME" => "auto expiration",
"MESSAGE_CREATED_GUEST_ID" => "null",
"MESSAGE_SOURCE_ID" => "null",
"MESSAGE" => $message
);
$v = null;
$mid = CTicket::AddMessage($arrTicket['ID'], $arFields, $v, "N");
//$MESS = $oldMess;
}
function SupportDeadlineNotify($arrTicket0)
{
//SUPPORT_DEADLINE_NOTIFY
//SUPPORT_DEADLINE = EXPIRATION_DATE
//SUPPORT_DEADLINE_STMP = EXPIRATION_DATE_STMP
$err_mess = (CAllTicketReminder::err_mess())."<br>Function: SupportDeadlineNotify<br>Line: ";
$rs = CTicket::GetByID($arrTicket0["ID"], false, "N");
if(!($arTicket = $rs->Fetch())) return false;
$rsMessage = CTicket::GetMessageByID(intval($arTicket["ID_1_USER_M_AFTER_SUP_M"]), "N", "N");
if(!($arMessage = $rsMessage->Fetch()))
{
return false;
}
$arMessage["EXPIRATION_DATE"] = $arrTicket0["SUPPORT_DEADLINE"];
$arMessage["EXPIRATION_DATE_STMP"] = MakeTimeStamp($arMessage["EXPIRATION_DATE"]);
//$SUPPORT_DEADLINE_STMP = MakeTimeStamp($arrTicket0["SUPPORT_DEADLINE"]);
$rsSite = CSite::GetByID($arTicket["SITE_ID"]);
$arSite = $rsSite->Fetch();
global $MESS, $DB;;
//$oldMess = $MESS;
IncludeModuleLangFile($_SERVER["DOCUMENT_ROOT"] . "/bitrix/modules/support/classes/general/messages.php", $arSite["LANGUAGE_ID"]);
$sourceName = strlen($arTicket["SOURCE_NAME"]) <= 0 ? "" : "[" . $arTicket["SOURCE_NAME"] . "] ";
if(intval($arTicket["OWNER_USER_ID"]) > 0 || strlen(trim($arTicket["OWNER_LOGIN"])) > 0)
{
$ownerText = "[" . $arTicket["OWNER_USER_ID"] . "] (" . $arTicket["OWNER_LOGIN"] . ") " . $arTicket["OWNER_NAME"];
//if(strlen(trim($OWNER_SID)) > 0 && $OWNER_SID != "null") $ownerText = " / " . $ownerText;
}
if(intval($arTicket["RESPONSIBLE_USER_ID"]) > 0)
{
$responsibleText = "[" . $arTicket["RESPONSIBLE_USER_ID"] . "] (" . $arTicket["RESPONSIBLE_LOGIN"] . ") " . $arTicket["RESPONSIBLE_NAME"];
if(CTicket::IsSupportTeam($arTicket["RESPONSIBLE_USER_ID"]) || CTicket::IsAdmin($arTicket["RESPONSIBLE_USER_ID"]))
{
$responsibleText .= " " . GetMessage("SUP_TECHSUPPORT_HINT");
}
}
$arAdminEMails = CTicket::GetAdminEmails();
if(count($arAdminEMails) > 0) $support_admin_email = implode(",", $arAdminEMails);
// prepare email to author
$arrOwnerEMail = array($arTicket["OWNER_EMAIL"]);
$arrEmails = explode(",", $arTicket["OWNER_SID"]);
if(is_array($arrEmails) && count($arrEmails) > 0)
{
foreach($arrEmails as $email)
{
$email = trim($email);
if(strlen($email) > 0)
{
preg_match_all("#[<\[\(](.*?)[>\]\)]#i" . BX_UTF_PCRE_MODIFIER, $email, $arr);
if(is_array($arr[1]) && count($arr[1]) > 0)
{
foreach($arr[1] as $email)
{
$email = trim($email);
if(strlen($email)>0 && !in_array($email, $arrOwnerEMail) && check_email($email))
{
$arrOwnerEMail[] = $email;
}
}
}
elseif(!in_array($email, $arrOwnerEMail) && check_email($email)) $arrOwnerEMail[] = $email;
}
}
}
TrimArr($arrOwnerEMail);
$ownerEmail = implode(", ", $arrOwnerEMail);
// prepare email to support
$support_email = $arTicket["RESPONSIBLE_EMAIL"];
if(strlen($support_email) <= 0)
$support_email = $support_admin_email;
if(strlen($support_email) <= 0)
$support_email = COption::GetOptionString("main", "email_from","");
$arr = explode(",", $support_email);
$arr = array_unique($arr);
$support_email = implode(",", $arr);
if(is_array($arr) && count($arr)>0)
{
foreach($arr as $email) unset($arAdminEMails[$email]);
}
$support_admin_email = implode(",", $arAdminEMails);
$createdModuleName = "";
if($arTicket["CREATED_MODULE_NAME"] == "support" || !strlen($arTicket["CREATED_MODULE_NAME"]))
{
if(intval($arTicket["CREATED_USER_ID"]) > 0)
{
$createdText = "[" . $arTicket["CREATED_USER_ID"] . "] (" . $arTicket["CREATED_LOGIN"] . ") " . $arTicket["CREATED_NAME"];
if(CTicket::IsSupportTeam($arTicket["CREATED_USER_ID"]) || CTicket::IsAdmin($arTicket["CREATED_USER_ID"]))
{
$createdText .= " " . GetMessage("SUP_TECHSUPPORT_HINT");
}
}
}
else $createdModuleName = "[".$arTicket["CREATED_MODULE_NAME"]."]";
$MESSAGE = PrepareTxtForEmail($arMessage["MESSAGE"], $arSite["LANGUAGE_ID"], false, false);
$remainedTime = $arMessage["EXPIRATION_DATE_STMP"] - time();
if($remainedTime > 0)
{
$strRemainedTime = "";
$hours = intval($remainedTime / 3600);
if($hours > 0)
{
$strRemainedTime .= $hours . " " . GetMessage("SUP_HOUR") . " ";
$remainedTime = $remainedTime - $hours*3600;
}
$strRemainedTime .= intval($remainedTime / 60) . " " . GetMessage("SUP_MIN") . " ";
$strRemainedTime .= ($remainedTime % 60) . " " . GetMessage("SUP_SEC");
}
$arFields_notify = array(
"ID" => $arTicket["ID"],
"LANGUAGE_ID" => $arSite["LANGUAGE_ID"],
"DATE_CREATE" => $arTicket["DATE_CREATE"],
"TITLE" => $arTicket["TITLE"],
"STATUS" => $arTicket["STATUS_NAME"],
"CATEGORY" => $arTicket["CATEGORY_NAME"],
"CRITICALITY" => $arTicket["CRITICALITY_NAME"],
"DIFFICULTY" => $arTicket["DIFFICULTY_NAME"],
"RATE" => $arTicket["MARK_NAME"],
"SLA" => $arTicket["SLA_NAME"],
"SOURCE" => $sourceName,
"ADMIN_EDIT_URL" => "/bitrix/admin/ticket_edit.php",
"EXPIRATION_DATE" => $arMessage["EXPIRATION_DATE"],
"REMAINED_TIME" => $strRemainedTime,
"OWNER_EMAIL" => TrimEx($ownerEmail,","),
"OWNER_USER_ID" => $arTicket["OWNER_USER_ID"],
"OWNER_USER_NAME" => $arTicket["OWNER_NAME"],
"OWNER_USER_LOGIN" => $arTicket["OWNER_LOGIN"],
"OWNER_USER_EMAIL" => $arTicket["OWNER_EMAIL"],
"OWNER_TEXT" => $ownerText,
"OWNER_SID" => $arTicket["OWNER_SID"],
"SUPPORT_EMAIL" => TrimEx($support_email,","),
"RESPONSIBLE_USER_ID" => $arTicket["RESPONSIBLE_USER_ID"],
"RESPONSIBLE_USER_NAME" => $arTicket["RESPONSIBLE_NAME"],
"RESPONSIBLE_USER_LOGIN" => $arTicket["RESPONSIBLE_LOGIN"],
"RESPONSIBLE_USER_EMAIL" => $arTicket["RESPONSIBLE_EMAIL"],
"RESPONSIBLE_TEXT" => $responsibleText,
"SUPPORT_ADMIN_EMAIL" => TrimEx($support_admin_email,","),
"CREATED_USER_ID" => $arTicket["CREATED_USER_ID"],
"CREATED_USER_LOGIN" => $arTicket["CREATED_LOGIN"],
"CREATED_USER_EMAIL" => $arTicket["CREATED_EMAIL"],
"CREATED_USER_NAME" => $arTicket["CREATED_NAME"],
"CREATED_MODULE_NAME" => $createdModuleName,
"CREATED_TEXT" => $createdText,
"MESSAGE_BODY" => $MESSAGE
);
//$MESS = $oldMess;
$arFields = array("NOTIFY_AGENT_ID" => "null", "IS_NOTIFIED" => "'Y'");
// execute event
$rs = GetModuleEvents('support', 'OnBeforeTicketNotify');
while ($arr = $rs->Fetch())
{
$arFields = ExecuteModuleEventEx($arr, array($arTicket["ID"], $arFields));
if (!$arFields)
{
return false;
}
}
// check value again and send notification
if (isset($arFields['IS_NOTIFIED']) && $arFields['IS_NOTIFIED'] === "'Y'")
{
CEvent::Send("TICKET_OVERDUE_REMINDER", $arTicket["SITE_ID"], $arFields_notify);
}
// event for notification
$DB->Update("b_ticket", $arFields, "WHERE ID='" . $arTicket["ID"] . "'", $err_mess . __LINE__);
$arFields = array("NOTIFY_AGENT_DONE" => "'Y'");
$DB->Update("b_ticket_message", $arFields, "WHERE ID='" . $arMessage["ID"] . "'", $err_mess . __LINE__);
}
function AgentFunction()
{
//IS_OVERDUE
//IS_NOTIFIED
//SUPPORT_DEADLINE
//SUPPORT_DEADLINE_NOTIFY
global $DB;
$err_mess = (CAllTicketReminder::err_mess())."<br>Function: AgentFunction<br>Line: ";
CTimeZone::Disable();
$cyrrDateTime = $DB->CharToDateFunction(GetTime(time(), "FULL"));
CTimeZone::Enable();
$strSql = "
SELECT
T.ID ID,
T.SITE_ID,
" . $DB->DateToCharFunction("T.SUPPORT_DEADLINE_NOTIFY", "FULL") . " SUPPORT_DEADLINE_NOTIFY,
" . $DB->DateToCharFunction("T.SUPPORT_DEADLINE", "FULL") . " SUPPORT_DEADLINE,
T.ID_1_USER_M_AFTER_SUP_M
FROM
b_ticket T
WHERE
T.LAST_MESSAGE_BY_SUPPORT_TEAM = 'N'
AND T.SUPPORT_DEADLINE_NOTIFY <= $cyrrDateTime
AND T.SUPPORT_DEADLINE_NOTIFY IS NOT NULL
AND T.ID_1_USER_M_AFTER_SUP_M > 0
AND T.IS_OVERDUE = 'N'
AND T.IS_NOTIFIED = 'N'
AND T.DATE_CLOSE IS NULL
";
$rsTicket = $DB->Query($strSql, false, $err_mess . __LINE__);
while($arrTicket = $rsTicket->Fetch())
{
self::SupportDeadlineNotify($arrTicket);
}
$strSql = "
SELECT
T.*,
TM.ID TM_ID,
TM.C_NUMBER TM_C_NUMBER,
S.NAME SLA_NAME
FROM
b_ticket T
LEFT JOIN b_ticket_sla S
ON T.SLA_ID = S.ID
LEFT JOIN b_ticket_message TM
ON T.ID_1_USER_M_AFTER_SUP_M = TM.ID
WHERE
T.LAST_MESSAGE_BY_SUPPORT_TEAM = 'N'
AND T.SUPPORT_DEADLINE <= $cyrrDateTime
AND T.IS_OVERDUE = 'N'
AND T.DATE_CLOSE IS NULL
";
$rsTicket = $DB->Query($strSql, false, $err_mess . __LINE__);
while($arrTicket = $rsTicket->Fetch())
{
self::SupportDeadline($arrTicket);
}
return "CTicketReminder::AgentFunction();";
}
function StartAgent()
{
CAgent::RemoveModuleAgents("support");
CAgent::AddAgent("CTicketReminder::AgentFunction();", "support", "N", 60);
CAgent::AddAgent('CTicket::CleanUpOnline();', 'support', 'N');
CAgent::AddAgent('CTicket::AutoClose();', 'support', 'N');
}
}
?>
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