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class.search.php
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class.search.php
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<?php
/*********************************************************************
module.search.php
Search Engine for osTicket
This module defines the pieces for a search engine for osTicket.
Searching can be performed by various search engine backends which can
make use of the features of various search providers.
A reference search engine backend is provided which uses MySQL MyISAM
tables. This default backend should not be used on Galera clusters.
Jared Hancock <jared@osticket.com>
Peter Rotich <peter@osticket.com>
Copyright (c) 2006-2013 osTicket
http://www.osticket.com
Released under the GNU General Public License WITHOUT ANY WARRANTY.
See LICENSE.TXT for details.
vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
require_once INCLUDE_DIR . 'class.role.php';
require_once INCLUDE_DIR . 'class.list.php';
require_once INCLUDE_DIR . 'class.queue.php';
abstract class SearchBackend {
static $id = false;
static $registry = array();
const SORT_RELEVANCE = 1;
const SORT_RECENT = 2;
const SORT_OLDEST = 3;
const PERM_EVERYTHING = 'search.all';
static protected $perms = array(
self::PERM_EVERYTHING => array(
'title' => /* @trans */ 'Search',
'desc' => /* @trans */ 'See all tickets in search results, regardless of access',
'primary' => true,
),
);
abstract function update($model, $id, $content, $new=false, $attrs=array());
abstract function find($query, QuerySet $criteria, $addRelevance=true);
static function register($backend=false) {
$backend = $backend ?: get_called_class();
if ($backend::$id == false)
throw new Exception('SearchBackend must define an ID');
static::$registry[$backend::$id] = $backend;
}
static function getInstance($id) {
if (!isset(self::$registry[$id]))
return null;
return new self::$registry[$id]();
}
static function getPermissions() {
return self::$perms;
}
}
RolePermission::register(/* @trans */ 'Miscellaneous', SearchBackend::getPermissions());
// Register signals to intercept saving of various content throughout the
// system
class SearchInterface {
var $backend;
function __construct() {
$this->bootstrap();
}
function find($query, QuerySet $criteria, $addRelevance=true) {
$query = Format::searchable($query);
return $this->backend->find($query, $criteria, $addRelevance);
}
function update($model, $id, $content, $new=false, $attrs=array()) {
if ($this->backend)
$this->backend->update($model, $id, $content, $new, $attrs);
}
function createModel($model) {
return $this->updateModel($model, true);
}
function deleteModel($model) {
if ($this->backend)
$this->backend->delete($model);
}
function updateModel($model, $new=false) {
// The MySQL backend does not need to index attributes of the
// various models, because those other attributes are available in
// the local database in other tables.
switch (true) {
case $model instanceof ThreadEntry:
// Only index an entry for threads if a human created the
// content
if (!$model->getUserId() && !$model->getStaffId())
break;
$this->update($model, $model->getId(),
$model->getBody()->getSearchable(),
$new === true,
array(
'title' => $model->getTitle(),
'created' => $model->getCreateDate(),
)
);
break;
case $model instanceof Ticket:
$cdata = array();
foreach ($model->loadDynamicData() as $a)
if ($v = $a->getSearchable())
$cdata[] = $v;
$this->update($model, $model->getId(),
trim(implode("\n", $cdata)),
$new === true,
array(
'title'=> Format::searchable($model->getSubject()),
'number'=> $model->getNumber(),
'status'=> $model->getStatus(),
'topic_id'=> $model->getTopicId(),
'priority_id'=> $model->getPriorityId(),
// Stats (comments, attachments)
// Access constraints
'dept_id'=> $model->getDeptId(),
'staff_id'=> $model->getStaffId(),
'team_id'=> $model->getTeamId(),
// Sorting and ranging preferences
'created'=> $model->getCreateDate(),
// Add last-updated timestamp
)
);
break;
case $model instanceof User:
$cdata = array();
foreach ($model->getDynamicData($false) as $e)
foreach ($e->getAnswers() as $tag=>$a)
if ($tag != 'subject' && ($v = $a->getSearchable()))
$cdata[] = $v;
$this->update($model, $model->getId(),
trim(implode("\n", $cdata)),
$new === true,
array(
'title'=> Format::searchable($model->getFullName()),
'emails'=> $model->emails->asArray(),
'org_id'=> $model->getOrgId(),
'created'=> $model->getCreateDate(),
)
);
break;
case $model instanceof Organization:
$cdata = array();
foreach ($model->getDynamicData(false) as $e)
foreach ($e->getAnswers() as $a)
if ($v = $a->getSearchable())
$cdata[] = $v;
$this->update($model, $model->getId(),
trim(implode("\n", $cdata)),
$new === true,
array(
'title'=> Format::searchable($model->getName()),
'created'=> $model->getCreateDate(),
)
);
break;
case $model instanceof FAQ:
$this->update($model, $model->getId(),
$model->getSearchableAnswer(),
$new === true,
array(
'title'=> Format::searchable($model->getQuestion()),
'keywords'=> $model->getKeywords(),
'topics'=> $model->getHelpTopicsIds(),
'category_id'=> $model->getCategoryId(),
'created'=> $model->getCreateDate(),
)
);
break;
default:
// Not indexed
break;
}
}
function bootstrap() {
// Determine the backend
if (defined('SEARCH_BACKEND'))
$bk = SearchBackend::getInstance(SEARCH_BACKEND);
if (!isset($bk) && !($bk = SearchBackend::getInstance('mysql')))
// No backend registered or defined
return false;
$this->backend = $bk;
$this->backend->bootstrap();
$self = $this;
// Thread entries
// Tickets, which can be edited as well
// Knowledgebase articles (FAQ and canned responses)
// Users, organizations
Signal::connect('threadentry.created', array($this, 'createModel'));
Signal::connect('ticket.created', array($this, 'createModel'));
Signal::connect('user.created', array($this, 'createModel'));
Signal::connect('organization.created', array($this, 'createModel'));
Signal::connect('model.created', array($this, 'createModel'), 'FAQ');
Signal::connect('model.updated', array($this, 'updateModel'));
Signal::connect('model.deleted', array($this, 'deleteModel'));
}
}
require_once(INCLUDE_DIR.'class.config.php');
class MySqlSearchConfig extends Config {
var $table = CONFIG_TABLE;
function __construct() {
parent::__construct("mysqlsearch");
}
}
class MysqlSearchBackend extends SearchBackend {
static $id = 'mysql';
static $BATCH_SIZE = 30;
// Only index 20 batches per cron run
var $max_batches = 60;
var $_reindexed = 0;
var $SEARCH_TABLE;
function __construct() {
$this->SEARCH_TABLE = TABLE_PREFIX . '_search';
}
function getConfig() {
if (!isset($this->config))
$this->config = new MySqlSearchConfig();
return $this->config;
}
function bootstrap() {
if ($this->getConfig()->get('reindex', true))
Signal::connect('cron', array($this, 'IndexOldStuff'));
}
function update($model, $id, $content, $new=false, $attrs=array()) {
if (!($type=ObjectModel::getType($model)))
return;
if ($model instanceof Ticket)
$attrs['title'] = $attrs['number'].' '.$attrs['title'];
elseif ($model instanceof User)
$content .=' '.implode("\n", $attrs['emails']);
$title = $attrs['title'] ?: '';
if (!$content && !$title)
return;
if (!$id)
return;
$sql = 'REPLACE INTO '.$this->SEARCH_TABLE
. ' SET object_type='.db_input($type)
. ', object_id='.db_input($id)
. ', content='.db_input($content)
. ', title='.db_input($title);
return db_query($sql, false);
}
function delete($model) {
switch (true) {
case $model instanceof Thread:
$sql = 'DELETE s.* FROM '.$this->SEARCH_TABLE
. " s JOIN ".THREAD_ENTRY_TABLE." h ON (h.id = s.object_id) "
. " WHERE s.object_type='H'"
. ' AND h.thread_id='.db_input($model->getId());
return db_query($sql);
default:
if (!($type = ObjectModel::getType($model)))
return;
$sql = 'DELETE FROM '.$this->SEARCH_TABLE
. ' WHERE object_type='.db_input($type)
. ' AND object_id='.db_input($model->getId());
return db_query($sql);
}
}
// Quote things like email addresses
function quote($query) {
$parts = array();
if (!preg_match_all('`(?:([^\s"\']+)|"[^"]*"|\'[^\']*\')(\s*)`', $query, $parts,
PREG_SET_ORDER))
return $query;
$results = array();
foreach ($parts as $m) {
// Check for quoting
if ($m[1] // Already quoted?
&& preg_match('`@`u', $m[0])
) {
$char = strpos($m[1], '"') ? "'" : '"';
$m[0] = $char . $m[0] . $char;
}
$results[] = $m[0].$m[2];
}
return implode('', $results);
}
function find($query, QuerySet $criteria, $addRelevance=true) {
global $thisstaff;
// MySQL usually doesn't handle words shorter than three letters
// (except with special configuration)
if (strlen($query) < 3)
return $criteria;
$criteria = clone $criteria;
$mode = ' IN NATURAL LANGUAGE MODE';
// According to the MySQL full text boolean mode, this grammar is
// assumed:
// see http://dev.mysql.com/doc/refman/5.6/en/fulltext-boolean.html
//
// PREOP = [<>~+-]
// POSTOP = [*]
// WORD = [\w][\w-]*
// TERM = PREOP? WORD POSTOP?
// QWORD = " [^"]+ "
// PARENS = \( { { TERM | QWORD } { \s+ { TERM | QWORD } }+ } \)
// EXPR = { PREOP? PARENS | TERM | QWORD }
// BOOLEAN = EXPR { \s+ EXPR }*
//
// Changing '{' for (?: and '}' for ')', collapsing whitespace, we
// have this regular expression
$BOOLEAN = '(?:[<>~+-]?\((?:(?:[<>~+-]?[\w][\w-]*[*]?|"[^"]+")(?:\s+(?:[<>~+-]?[\w][\w-]*[*]?|"[^"]+"))+)\)|[<>~+-]?[\w][\w-]*[*]?|"[^"]+")(?:\s+(?:[<>~+-]?\((?:(?:[<>~+-]?[\w][\w-]*[*]?|"[^"]+")(?:\s+(?:[<>~+-]?[\w][\w-]*[*]?|"[^"]+"))+)\)|[<>~+-]?[\w][\w-]*[*]?|"[^"]+"))*';
// Require the use of at least one operator and conform to the
// boolean mode grammar
$T = array();
if (preg_match('`(^|\s)["()<>~+-]`u', $query, $T)
&& preg_match("`^{$BOOLEAN}$`u", $query, $T)
) {
// If using boolean operators, search in boolean mode. This regex
// will ensure proper placement of operators, whitespace, and quotes
// in an effort to avoid crashing the query at MySQL
$query = $this->quote($query);
$mode = ' IN BOOLEAN MODE';
}
#elseif (count(explode(' ', $query)) == 1)
# $mode = ' WITH QUERY EXPANSION';
// Strip colon (:num) to avoid possible params injection
$query = preg_replace('/:(\d+)/i', '$1', $query);
// escape query and using it as search
$search = 'MATCH (Z1.title, Z1.content) AGAINST ('.db_input($query).$mode.')';
switch ($criteria->model) {
case false:
case 'Ticket':
if ($addRelevance) {
$criteria = $criteria->extra(array(
'select' => array(
'__relevance__' => 'Z1.`relevance`',
),
));
}
$criteria->extra(array(
'tables' => array(
str_replace(array(':', '{}'), array(TABLE_PREFIX, $search),
"(SELECT COALESCE(Z3.`object_id`, Z5.`ticket_id`, Z8.`ticket_id`) as `ticket_id`, Z1.relevance FROM (SELECT Z1.`object_id`, Z1.`object_type`, {} AS `relevance` FROM `:_search` Z1 WHERE {} ORDER BY relevance DESC) Z1 LEFT JOIN `:thread_entry` Z2 ON (Z1.`object_type` = 'H' AND Z1.`object_id` = Z2.`id`) LEFT JOIN `:thread` Z3 ON (Z2.`thread_id` = Z3.`id` AND (Z3.`object_type` = 'T' OR Z3.`object_type` = 'C')) LEFT JOIN `:ticket` Z5 ON (Z1.`object_type` = 'T' AND Z1.`object_id` = Z5.`ticket_id`) LEFT JOIN `:user` Z6 ON (Z6.`id` = Z1.`object_id` and Z1.`object_type` = 'U') LEFT JOIN `:organization` Z7 ON (Z7.`id` = Z1.`object_id` AND Z7.`id` = Z6.`org_id` AND Z1.`object_type` = 'O') LEFT JOIN `:ticket` Z8 ON (Z8.`user_id` = Z6.`id`)) Z1"),
),
));
$criteria->extra(array('order_by' => array(array(new SqlCode('Z1.relevance', 'DESC')))));
$criteria->filter(array('ticket_id'=>new SqlCode('Z1.`ticket_id`')));
break;
case 'User':
$criteria->extra(array(
'select' => array(
'__relevance__' => 'Z1.`relevance`',
),
'tables' => array(
str_replace(array(':', '{}'), array(TABLE_PREFIX, $search),
"(SELECT Z6.`id` as `user_id`, {} AS `relevance` FROM `:_search` Z1 LEFT JOIN `:user` Z6 ON (Z6.`id` = Z1.`object_id` and Z1.`object_type` = 'U') LEFT JOIN `:organization` Z7 ON (Z7.`id` = Z1.`object_id` AND Z7.`id` = Z6.`org_id` AND Z1.`object_type` = 'O') WHERE {}) Z1"),
)
));
$criteria->filter(array('id'=>new SqlCode('Z1.`user_id`')));
break;
case 'Organization':
$criteria->extra(array(
'select' => array(
'__relevance__' => 'Z1.`relevance`',
),
'tables' => array(
str_replace(array(':', '{}'), array(TABLE_PREFIX, $search),
"(SELECT Z2.`id` as `org_id`, {} AS `relevance` FROM `:_search` Z1 LEFT JOIN `:organization` Z2 ON (Z2.`id` = Z1.`object_id` AND Z1.`object_type` = 'O') WHERE {}) Z1"),
)
));
$criteria->filter(array('id'=>new SqlCode('Z1.`org_id`')));
break;
}
// TODO: Ensure search table exists;
if (false) {
// TODO: Create the search table automatically
// $class::createSearchTable();
}
return $criteria;
}
static function createSearchTable() {
// Use InnoDB with Galera, MyISAM with v5.5, and the database
// default otherwise
$sql = "select count(*) from information_schema.tables where
table_schema='information_schema' and table_name =
'INNODB_FT_CONFIG'";
$mysql56 = db_result(db_query($sql));
$sql = "show status like 'wsrep_local_state'";
$galera = db_result(db_query($sql));
if ($galera && !$mysql56)
throw new Exception('Galera cannot be used with MyISAM tables. Upgrade to MariaDB 10 / MySQL 5.6 is required');
$engine = $galera ? 'InnodB' : ($mysql56 ? '' : 'MyISAM');
if ($engine)
$engine = 'ENGINE='.$engine;
$sql = 'CREATE TABLE IF NOT EXISTS '.TABLE_PREFIX."_search (
`object_type` varchar(8) not null,
`object_id` int(11) unsigned not null,
`title` text collate utf8_general_ci,
`content` text collate utf8_general_ci,
primary key `object` (`object_type`, `object_id`),
fulltext key `search` (`title`, `content`)
) $engine CHARSET=utf8";
if (!db_query($sql))
return false;
// Start rebuilding the index
$config = new MySqlSearchConfig();
$config->set('reindex', 1);
return true;
}
/**
* Cooperates with the cron system to automatically find content that is
* not indexed in the _search table and add it to the index.
*/
function IndexOldStuff() {
$class = get_class();
$auto_create = function($db_error) use ($class) {
if ($db_error != 1146)
// Perform the standard error handling
return true;
// Create the search table automatically
$class::__init();
};
// THREADS ----------------------------------
$sql = "SELECT A1.`id`, A1.`title`, A1.`body`, A1.`format` FROM `".THREAD_ENTRY_TABLE."` A1
LEFT JOIN `".TABLE_PREFIX."_search` A2 ON (A1.`id` = A2.`object_id` AND A2.`object_type`='H')
WHERE A2.`object_id` IS NULL AND (A1.poster <> 'SYSTEM')
AND (IFNULL(LENGTH(A1.`title`), 0) + IFNULL(LENGTH(A1.`body`), 0) > 0)
ORDER BY A1.`id` DESC LIMIT 500";
if (!($res = db_query_unbuffered($sql, $auto_create)))
return false;
while ($row = db_fetch_row($res)) {
$body = ThreadEntryBody::fromFormattedText($row[2], $row[3]);
$body = $body->getSearchable();
$title = Format::searchable($row[1]);
if (!$body && !$title)
continue;
$record = array('H', $row[0], $title, $body);
if (!$this->__index($record))
return;
}
// TICKETS ----------------------------------
$sql = "SELECT A1.`ticket_id` FROM `".TICKET_TABLE."` A1
LEFT JOIN `".TABLE_PREFIX."_search` A2 ON (A1.`ticket_id` = A2.`object_id` AND A2.`object_type`='T')
WHERE A2.`object_id` IS NULL
ORDER BY A1.`ticket_id` DESC LIMIT 300";
if (!($res = db_query_unbuffered($sql, $auto_create)))
return false;
while ($row = db_fetch_row($res)) {
if (!($ticket = Ticket::lookup($row[0])))
continue;
$cdata = $ticket->loadDynamicData();
$content = array();
foreach ($cdata as $k=>$a)
if ($k != 'subject' && ($v = $a->getSearchable()))
$content[] = $v;
$record = array('T', $ticket->getId(),
Format::searchable($ticket->getNumber().' '.$ticket->getSubject()),
implode("\n", $content));
if (!$this->__index($record))
return;
}
// USERS ------------------------------------
$sql = "SELECT A1.`id` FROM `".USER_TABLE."` A1
LEFT JOIN `".TABLE_PREFIX."_search` A2 ON (A1.`id` = A2.`object_id` AND A2.`object_type`='U')
WHERE A2.`object_id` IS NULL";
if (!($res = db_query_unbuffered($sql, $auto_create)))
return false;
while ($row = db_fetch_row($res)) {
$user = User::lookup($row[0]);
$cdata = $user->getDynamicData();
$content = array();
foreach ($user->emails as $e)
$content[] = $e->address;
foreach ($cdata as $e)
foreach ($e->getAnswers() as $a)
if ($c = $a->getSearchable())
$content[] = $c;
$record = array('U', $user->getId(),
Format::searchable($user->getFullName()),
trim(implode("\n", $content)));
if (!$this->__index($record))
return;
}
// ORGANIZATIONS ----------------------------
$sql = "SELECT A1.`id` FROM `".ORGANIZATION_TABLE."` A1
LEFT JOIN `".TABLE_PREFIX."_search` A2 ON (A1.`id` = A2.`object_id` AND A2.`object_type`='O')
WHERE A2.`object_id` IS NULL";
if (!($res = db_query_unbuffered($sql, $auto_create)))
return false;
while ($row = db_fetch_row($res)) {
$org = Organization::lookup($row[0]);
$cdata = $org->getDynamicData();
$content = array();
foreach ($cdata as $e)
foreach ($e->getAnswers() as $a)
if ($c = $a->getSearchable())
$content[] = $c;
$record = array('O', $org->getId(),
Format::searchable($org->getName()),
trim(implode("\n", $content)));
if (!$this->__index($record))
return null;
}
// KNOWLEDGEBASE ----------------------------
require_once INCLUDE_DIR . 'class.faq.php';
$sql = "SELECT A1.`faq_id` FROM `".FAQ_TABLE."` A1
LEFT JOIN `".TABLE_PREFIX."_search` A2 ON (A1.`faq_id` = A2.`object_id` AND A2.`object_type`='K')
WHERE A2.`object_id` IS NULL";
if (!($res = db_query_unbuffered($sql, $auto_create)))
return false;
while ($row = db_fetch_row($res)) {
if (!($faq = FAQ::lookup($row[0])))
continue;
$q = $faq->getQuestion();
if ($k = $faq->getKeywords())
$q = $k.' '.$q;
$record = array('K', $faq->getId(),
Format::searchable($q),
$faq->getSearchableAnswer());
if (!$this->__index($record))
return;
}
// FILES ------------------------------------
// Flush non-full batch of records
$this->__index(null, true);
if (!$this->_reindexed) {
// Stop rebuilding the index
$this->getConfig()->set('reindex', 0);
}
}
function __index($record, $force_flush=false) {
static $queue = array();
if ($record)
$queue[] = $record;
elseif (!$queue)
return;
if (!$force_flush && count($queue) < $this::$BATCH_SIZE)
return true;
foreach ($queue as &$r)
$r = sprintf('(%s)', implode(',', db_input($r)));
unset($r);
$sql = 'INSERT INTO `'.TABLE_PREFIX.'_search` (`object_type`, `object_id`, `title`, `content`)
VALUES '.implode(',', $queue);
if (!db_query($sql, false) || count($queue) != db_affected_rows())
throw new Exception('Unable to index content');
$this->_reindexed += count($queue);
$queue = array();
if (!--$this->max_batches)
return null;
return true;
}
static function __init() {
self::createSearchTable();
}
}
Signal::connect('system.install',
array('MysqlSearchBackend', '__init'));
MysqlSearchBackend::register();
// Saved search system
/**
* Custom Queue truly represent a saved advanced search.
*/
class SavedQueue extends CustomQueue {
// Override the ORM relationship to force no children
private $children = false;
private $_config;
private $_criteria;
private $_columns;
private $_settings;
private $_form;
private $_sorts;
function __onload() {
global $thisstaff;
// Load custom settings for this staff
if ($thisstaff) {
$this->_config = QueueConfig::lookup(array(
'queue_id' => $this->getId(),
'staff_id' => $thisstaff->getId())
);
}
}
static function forStaff(Staff $agent) {
return static::objects()->filter(Q::any(array(
'staff_id' => $agent->getId(),
'flags__hasbit' => self::FLAG_PUBLIC,
)))
->exclude(array('flags__hasbit'=>self::FLAG_QUEUE));
}
private function getSettings() {
if (!isset($this->_settings)) {
$this->_settings = array();
if ($this->_config)
$this->_settings = $this->_config->getSettings();
}
return $this->_settings;
}
private function getCustomColumns() {
if (!isset($this->_columns)) {
$this->_columns = array();
if ($this->_config
&& $this->_config->columns->count())
$this->_columns = $this->_config->columns;
}
return $this->_columns;
}
static function getHierarchicalQueues(Staff $staff, $pid = 0, $primary = true) {
return CustomQueue::getHierarchicalQueues($staff, 0, false);
}
/*
* Determine if sort is inherited
*/
function isDefaultSortInherited() {
if ($this->parent
&& $this->getSettings()
&& @$this->_settings['inherit-sort'])
return true;
return parent::isDefaultSortInherited();
}
function getSortOptions() {
if (!isset($this->_sorts)) {
// See if the queue has sort options
if (($sorts=parent::getSortOptions()) && $sorts->count())
$this->_sorts = $sorts;
// otherwise return all sorts
else
$this->_sorts = QueueSort::objects();
}
return $this->_sorts;
}
function getDefaultSort() {
if ($this->getSettings()
&& $this->_settings['sort_id']
&& ($sort = QueueSort::lookup($this->_settings['sort_id'])))
return $sort;
return parent::getDefaultSort();
}
/**
* Fetch an AdvancedSearchForm instance for use in displaying or
* configuring this search in the user interface.
*
*/
function getForm($source=null, $searchable=array()) {
$searchable = null;
if ($this->isAQueue())
// Only allow supplemental matches.
$searchable = array_intersect_key($this->getCurrentSearchFields($source),
$this->getSupplementalMatches());
return parent::getForm($source, $searchable);
}
/**
* Get get supplemental matches for public queues.
*
*/
function getSupplementalMatches() {
// Target flags
$flags = array('isoverdue', 'isassigned', 'isreopened', 'isanswered');
$current = array();
// Check for closed state - whih disables above flags
foreach (parent::getCriteria() as $c) {
if (!strcasecmp($c[0], 'status__state')
&& isset($c[2]['closed']))
return array();
$current[] = $c[0];
}
// Filter out fields already in criteria
$matches = array_intersect_key($this->getSupportedMatches(),
array_flip(array_diff($flags, $current)));
return $matches;
}
function criteriaRequired() {
return !$this->isAQueue();
}
function describeCriteria($criteria=false){
$criteria = $criteria ?: parent::getCriteria();
return parent::describeCriteria($criteria);
}
function getCriteria($include_parent=true) {
if (!isset($this->_criteria)) {
$this->getSettings();
$this->_criteria = $this->_settings['criteria'] ?? array();
}
$criteria = $this->_criteria;
if ($include_parent)
$criteria = array_merge($criteria,
parent::getCriteria($include_parent));
return $criteria;
}
function getSupplementalCriteria() {
return $this->getCriteria(false);
}
function useStandardColumns() {
$this->getSettings();
if ($this->getCustomColumns()
&& isset($this->_settings['inherit-columns']))
return $this->_settings['inherit-columns'];
// owner?? edit away.
if ($this->_config
&& $this->_config->staff_id == $this->staff_id)
return false;
return parent::useStandardColumns();
}
function inheritColumns() {
if ($this->getSettings() && isset($this->_settings['inherit-columns']))
return $this->_settings['inherit-columns'];
return parent::inheritColumns();
}
function getStandardColumns() {
return parent::getColumns(is_null($this->parent));
}
function getColumns($use_template=false) {
if (!$this->useStandardColumns() && ($columns=$this->getCustomColumns()))
return $columns;
return parent::getColumns($use_template);
}
function update($vars, &$errors=array()) {
global $thisstaff;
if (!$this->checkAccess($thisstaff))
return false;
if ($this->checkOwnership($thisstaff)) {
// Owner of the queue - can update everything
if (!parent::update($vars, $errors))
return false;
// Personal queues _always_ inherit from their parent
$this->setFlag(self::FLAG_INHERIT_CRITERIA, $this->parent_id >
0);
return true;
}
// Agent's config for public queue.
if (!$this->_config)
$this->_config = QueueConfig::create(array(
'queue_id' => $this->getId(),
'staff_id' => $thisstaff->getId()));
// Validate & isolate supplemental criteria (if any)
$vars['criteria'] = array();
if (isset($vars['fields'])) {
$form = $this->getForm($vars, $thisstaff);
if ($form->isValid()) {
$criteria = self::isolateCriteria($form->getClean(),
$this->getRoot());
$allowed = $this->getSupplementalMatches();
foreach ($criteria as $k => $c)
if (!isset($allowed[$c[0]]))
unset($criteria[$k]);
$vars['criteria'] = $criteria ?: array();
} else {
$errors['criteria'] = __('Validation errors exist on supplimental criteria');
}
}
if (!$errors && $this->_config->update($vars, $errors)) {
// reset settings
$this->_settings = $this->_criteria = null;
// Reset chached queue options
unset($_SESSION['sort'][$this->getId()]);
}
return (!$errors);
}
function getTotal($agent=null) {
$query = $this->getQuery();
if ($agent)
$query = $agent->applyVisibility($query);
$query->limit(false)->offset(false)->order_by(false);
try {
return $query->count();
} catch (Exception $e) {
return null;
}
}
function getCount($agent, $cached=true) {
$count = null;
if ($cached && ($counts = self::counts($agent, $cached)))
$count = $counts["q{$this->getId()}"];
if ($count == null)
$count = $this->getTotal($agent);
return $count;
}
// Get ticket counts for queues the agent has acces to.
static function counts($agent, $cached=true, $criteria=array()) {
if (!$agent instanceof Staff)
return null;
// Cache TLS in seconds
$ttl = 5*60;
// Cache key based on agent and salt of the installation
$key = "counts.queues.{$agent->getId()}.".SECRET_SALT;
if ($criteria && is_array($criteria)) // Consider additional criteria.
$key .= '.'.md5(serialize($criteria));
// only consider cache if requesed
if ($cached && ($counts=self::getCounts($key, $ttl)))
return $counts;
$queues = static::objects()
->filter(Q::any(array(
'flags__hasbit' => CustomQueue::FLAG_QUEUE,
'staff_id' => $agent->getId(),
)))
->filter(Q::not(array(
'flags__hasbit' => CustomQueue::FLAG_DISABLED,
)));
if ($criteria && is_array($criteria))
$queues->filter($criteria);
$counts = array();
$query = Ticket::objects();
// Apply tickets visibility for the agent
$query = $agent->applyVisibility($query, true);
// Aggregate constraints
foreach ($queues as $queue) {
$Q = $queue->getBasicQuery();
// only get counts for regular tickets (not children tickets) unless
// queue is a saved search
if ($queue->isAQueue() || $queue->isASubQueue()) {
$reg = Q::any(array('thread__object_type' => 'T'));
$Q->constraints[] = $reg;
}
if ($Q->constraints) {
$empty = false;
if (count($Q->constraints) > 1) {
foreach ($Q->constraints as $value) {
if (!$value->constraints)
$empty = true;
}
}
}
// Add extra tables joins (if any)
if ($Q->extra && isset($Q->extra['tables'])) {
// skip counting keyword searches. Display them as '-'
$counts['q'.$queue->getId()] = '-';
continue;
$contraints = array();
if ($Q->constraints)
$constraints = new Q($Q->constraints);
foreach ($Q->extra['tables'] as $T)
$query->addExtraJoin(array($T, $constraints, ''));
}
if ($Q->constraints && !$empty) {
$constraints = $Q->constraints;
// Add path_constraints to get the correct counts
foreach ($Q->path_constraints as $pc) {
if (!empty($pc[0]->constraints))
$constraints[] = $pc[0];
}
$expr = SqlCase::N()->when(new SqlExpr(new Q($constraints)), new SqlField('ticket_id'));