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<?php
/**
* ---------------------------------------------------------------------
*
* GLPI - Gestionnaire Libre de Parc Informatique
*
* http://glpi-project.org
*
* @copyright 2015-2023 Teclib' and contributors.
* @copyright 2003-2014 by the INDEPNET Development Team.
* @licence https://www.gnu.org/licenses/gpl-3.0.html
*
* ---------------------------------------------------------------------
*
* LICENSE
*
* This file is part of GLPI.
*
* 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/>.
*
* ---------------------------------------------------------------------
*/
/// Class SLALevel
class SlaLevel_Ticket extends CommonDBTM
{
public static function getTypeName($nb = 0)
{
return __('SLA level for Ticket');
}
/**
* Retrieve an item from the database
*
* @param $ID ID of the item to get
* @param $slatype
*
* @since 9.1 2 mandatory parameters
*
* @return true if succeed else false
**/
public function getFromDBForTicket($ID, $slaType)
{
global $DB;
$iterator = $DB->request([
'SELECT' => [static::getTable() . '.id'],
'FROM' => static::getTable(),
'LEFT JOIN' => [
'glpi_slalevels' => [
'FKEY' => [
static::getTable() => 'slalevels_id',
'glpi_slalevels' => 'id'
]
],
'glpi_slas' => [
'FKEY' => [
'glpi_slalevels' => 'slas_id',
'glpi_slas' => 'id'
]
]
],
'WHERE' => [
static::getTable() . '.tickets_id' => $ID,
'glpi_slas.type' => $slaType
],
'LIMIT' => 1
]);
if (count($iterator) == 1) {
$row = $iterator->current();
return $this->getFromDB($row['id']);
}
return false;
}
/**
* Delete entries for a ticket
*
* @param $tickets_id Ticket ID
* @param $type Type of SLA
*
* @since 9.1 2 parameters mandatory
*
* @return void
**/
public function deleteForTicket($tickets_id, $slaType)
{
global $DB;
$iterator = $DB->request([
'SELECT' => 'glpi_slalevels_tickets.id',
'FROM' => 'glpi_slalevels_tickets',
'LEFT JOIN' => [
'glpi_slalevels' => [
'ON' => [
'glpi_slalevels_tickets' => 'slalevels_id',
'glpi_slalevels' => 'id'
]
],
'glpi_slas' => [
'ON' => [
'glpi_slalevels' => 'slas_id',
'glpi_slas' => 'id'
]
]
],
'WHERE' => [
'glpi_slalevels_tickets.tickets_id' => $tickets_id,
'glpi_slas.type' => $slaType
]
]);
foreach ($iterator as $data) {
$this->delete(['id' => $data['id']]);
}
}
/**
* Give cron information
*
* @param $name : task's name
*
* @return array of information
**/
public static function cronInfo($name)
{
switch ($name) {
case 'slaticket':
return ['description' => __('Automatic actions of SLA')];
}
return [];
}
/**
* Cron for ticket's automatic close
*
* @param $task : CronTask object
*
* @return integer (0 : nothing done - 1 : done)
**/
public static function cronSlaTicket(CronTask $task)
{
global $DB;
$tot = 0;
$iterator = $DB->request([
'SELECT' => [
'glpi_slalevels_tickets.*',
'glpi_slas.type AS type',
],
'FROM' => 'glpi_slalevels_tickets',
'LEFT JOIN' => [
'glpi_slalevels' => [
'ON' => [
'glpi_slalevels_tickets' => 'slalevels_id',
'glpi_slalevels' => 'id'
]
],
'glpi_slas' => [
'ON' => [
'glpi_slalevels' => 'slas_id',
'glpi_slas' => 'id'
]
]
],
'WHERE' => [
'glpi_slalevels_tickets.date' => ['<', new \QueryExpression('NOW()')]
]
]);
foreach ($iterator as $data) {
$tot++;
self::doLevelForTicket($data, $data['type']);
}
$task->setVolume($tot);
return ($tot > 0 ? 1 : 0);
}
/**
* Do a specific SLAlevel for a ticket
*
* @param $data array data of an entry of slalevels_tickets
* @param $slaType Type of sla
*
* @since 9.1 2 parameters mandatory
*
* @return void
**/
public static function doLevelForTicket(array $data, $slaType)
{
$ticket = new Ticket();
$slalevelticket = new self();
// existing ticket and not deleted
if (
$ticket->getFromDB($data['tickets_id'])
&& !$ticket->isDeleted()
) {
// search all actors of a ticket
foreach ($ticket->getUsers(CommonITILActor::REQUESTER) as $user) {
$ticket->fields['_users_id_requester'][] = $user['users_id'];
}
foreach ($ticket->getUsers(CommonITILActor::ASSIGN) as $user) {
$ticket->fields['_users_id_assign'][] = $user['users_id'];
}
foreach ($ticket->getUsers(CommonITILActor::OBSERVER) as $user) {
$ticket->fields['_users_id_observer'][] = $user['users_id'];
}
foreach ($ticket->getGroups(CommonITILActor::REQUESTER) as $group) {
$ticket->fields['_groups_id_requester'][] = $group['groups_id'];
}
foreach ($ticket->getGroups(CommonITILActor::ASSIGN) as $group) {
$ticket->fields['_groups_id_assign'][] = $group['groups_id'];
}
foreach ($ticket->getGroups(CommonITILActor::OBSERVER) as $group) {
$ticket->fields['_groups_id_observer'][] = $group['groups_id'];
}
foreach ($ticket->getSuppliers(CommonITILActor::ASSIGN) as $supplier) {
$ticket->fields['_suppliers_id_assign'][] = $supplier['suppliers_id'];
}
$itil_project = new Itil_Project();
$itil_projects = $itil_project->find(["itemtype" => Ticket::class, "items_id" => $data['tickets_id']]);
foreach ($itil_projects as $rel_values) {
$ticket->fields['assign_project'][] = $rel_values['projects_id'];
}
$slalevel = new SlaLevel();
$sla = new SLA();
// Check if sla datas are OK
list($dateField, $slaField) = SLA::getFieldNames($slaType);
if (($ticket->fields[$slaField] > 0)) {
if ($ticket->fields['status'] == CommonITILObject::CLOSED) {
// Drop line when status is closed
$slalevelticket->delete(['id' => $data['id']]);
} else if ($ticket->fields['status'] != CommonITILObject::SOLVED) {
// No execution if ticket has been taken into account
if (
!(($slaType == SLM::TTO)
&& ($ticket->fields['takeintoaccount_delay_stat'] > 0))
) {
// If status = solved : keep the line in case of solution not validated
$input['id'] = $ticket->getID();
$input['_auto_update'] = true;
if (
$slalevel->getRuleWithCriteriasAndActions($data['slalevels_id'], 1, 1)
&& $sla->getFromDB($ticket->fields[$slaField])
) {
$doit = true;
if (count($slalevel->criterias)) {
$doit = $slalevel->checkCriterias($ticket->fields);
}
// Process rules
if ($doit) {
$input = $slalevel->executeActions($input, [], $ticket->fields);
}
}
// Put next level in todo list
if (
$next = $slalevel->getNextSlaLevel(
$ticket->fields[$slaField],
$data['slalevels_id']
)
) {
$sla->addLevelToDo($ticket, $next);
}
// Action done : drop the line
$slalevelticket->delete(['id' => $data['id']]);
$ticket->update($input);
} else {
// Drop line
$slalevelticket->delete(['id' => $data['id']]);
}
}
} else {
// Drop line
$slalevelticket->delete(['id' => $data['id']]);
}
} else {
// Drop line
$slalevelticket->delete(['id' => $data['id']]);
}
}
/**
* Replay all task needed for a specific ticket
*
* @param $tickets_id Ticket ID
* @param $slaType Type of sla
*
* @since 9.1 2 parameters mandatory
*
*/
public static function replayForTicket($tickets_id, $slaType)
{
global $DB;
$criteria = [
'SELECT' => 'glpi_slalevels_tickets.*',
'FROM' => 'glpi_slalevels_tickets',
'LEFT JOIN' => [
'glpi_slalevels' => [
'ON' => [
'glpi_slalevels_tickets' => 'slalevels_id',
'glpi_slalevels' => 'id'
]
],
'glpi_slas' => [
'ON' => [
'glpi_slalevels' => 'slas_id',
'glpi_slas' => 'id'
]
]
],
'WHERE' => [
'glpi_slalevels_tickets.date' => ['<', new \QueryExpression('NOW()')],
'glpi_slalevels_tickets.tickets_id' => $tickets_id,
'glpi_slas.type' => $slaType
]
];
$number = 0;
$last_escalation = -1;
do {
$iterator = $DB->request($criteria);
$number = count($iterator);
if ($number == 1) {
$data = $iterator->current();
if ($data['id'] === $last_escalation) {
// Possible infinite loop. Trying to apply exact same SLA assignment.
break;
}
self::doLevelForTicket($data, $slaType);
$last_escalation = $data['id'];
}
} while ($number == 1);
}
}