Blesta Source Documentation

SupportManagerTickets extends SupportManagerModel

SupportManagerTickets model

Table of Contents

Properties

The system-level staff ID

Methods

__construct()	Constructor
add()	Adds a support ticket
addReply()	Adds a reply to a ticket. If ticket data (e.g. department_id, status, priority, summary) have changed then this will also invoke SupportManagerTickets::edit() to update the ticket, and record any log entries.
checkLoopBack()	Checks whether a particular email address has received more than $count emails in the last $time_limit seconds
close()	Closes a ticket and logs that it has been closed
closeAllByDepartment()	Closes all open tickets (not "in_progress") based on the department settings
delete()	Permanently deletes the given tickets and everything associated with them
deleteAllByDepartment()	Deletes all trash ticket based on the department settings
edit()	Updates a support ticket
editMultiple()	Updates multiple support tickets at once
generateReplyCode()	Generates a pseudo-random reply code from an sha256 HMAC of the ticket ID code
generateReplyHash()	Generates a pseudo-random hash from an sha256 HMAC of the ticket ID
generateReplyNumber()	Generates a pseudo-random reply code from an sha256 HMAC of the ticket ID code and concatenates it with the ticket ID
get()	Retrieves a specific ticket
getAttachment()	Retrieves a specific attachment
getAttachments()	Retrieves a list of attachments for a given ticket
getClientByEmail()	Fetches the client for the given company using the given email address.
getContactByEmail()	Fetches a client's contact given the contact's email address
getContactEmails()	Retrieves a list of all contact email addresses that have replied to the given ticket.
getList()	Retrieve a list of tickets
getListCount()	Retrieves the total number of tickets
getPriorities()	Retrieves a list of priorities and their language
getReplyTypes()	Retrieves a list of reply types and their language
getSearchCount()	Returns the total number of tickets returned from SupportManagerTickets::search(), useful in constructing pagination
getStatusCount()	Retrieves the total number of tickets in the given status assigned to the given staff/client
getStatuses()	Retrieves a list of statuses and their language
getTicketByCode()	Retrieves a specific ticket
makeFileName()	Converts the given file name into an appropriate file name to store to disk
merge()	Merges a set of tickets into another
notifyAllByDepartment()	Sends all tickets a reminder based on the department settings
notifyFeedbackAllByDepartment()	Sends all tickets a feedback reminder based on the department settings
parseTicketInfo()	Returns the ticket info if any exists
reassignTickets()	Reassigns tickets to the given client
search()	Search tickets
searchByCode()	Seaches for tickets, specifically by ticket code of a given status
sendEmail()	Sends ticket updated/received emails
sendFeedbackReminder()	Sends a reminder for the given tickets
sendReminder()	Sends a reminder for the given tickets
sendTicketAssignedEmail()	Sends a notice to the ticket's assigned staff member to notify them that the ticket has been assigned to them
setFeedback()	Updates the feedback for a given ticket
split()	Splits the given ticket with the given replies, notes, into a new ticket
validateClientContact()	Validates whether the given contact can reply to the given ticket for the ticket's client
validateClientService()	Validates that the given service ID is assigned to the given client ID
validateClientTicket()	Validates whether the given client can reply to the given ticket
validateDateClosed()	Validates the date closed for support tickets
validateDepartmentsMatchTickets()	Validates that all of the given tickets can be updated to the associated department
validateEmail()	Validates the email address given for support tickets
validateReplies()	Validates that the given replies belong to the given ticket and that they are of the reply/note type.
validateReplyCode()	Validates that the given reply code is correct for the ticket ID code
validateServicesMatchTickets()	Validates that all of the given tickets can be updated to the associated service
validateSplitReplies()	Validates that the given replies belong to the given ticket, that they are of the reply/note type, and that they are not all only note types.
validateStaffExists()	Validates that the given staff ID exists when adding/editing tickets
validateTicketsMergeable()	Validates that the given open tickets can be merged into the given ticket
validateTicketUnassigned()	Validates that the given client can be assigned to the given ticket
addCustomFields()	Adds the custom field values associated with the ticket
editCustomFields()	Updates the custom field values associated with the ticket
generateCode()	Generates a ticket number
getCustomFieldsEmailTags()	Returns an array containing the email tags from the custom fields of a given ticket
getFeedbackTicketUrl()	Forms a link for a customer ticket
getReplies()	Gets all replies to a specific ticket
getReplyRules()	Retrieves a list of rules for adding/editing support ticket replies
getRules()	Retrieves a list of rules for adding/editing support tickets
getStaffDepartments()	Retrieves a list of department IDs for a given staff member
getTicketReplyContact()	Retrieves the client contact that replied to this ticket, otherwise the client contact this ticket is assigned to if available
getTickets()	Returns a Record object for fetching tickets
getUpdateTicketUrl()	Forms a link for a customer ticket
getValidTicketReplies()	Retrieves a list of ticket replies of the "reply" and "note" type belonging to the given ticket
searchTickets()	Partially constructs the query for searching tickets
sendTicketByClientEmail()	Sends the ticket updated email to staff regarding a ticket created/updated by a client.
sendTicketByStaffEmail()	Sends the ticket email to a client regarding a ticket created/updated by a staff member
sendTicketEmail()	Sends ticket emails
sendTicketReceived()	Sends a ticket received notice to a client for a new ticket
setContacts()	Sets the contacts for the given ticket
setRecipients()	Sets the recipients for the given ticket
staffReplyEmail()	Replies to a ticket and sends a ticket updated email

$system_staff_id

The system-level staff ID


        private
            mixed
    $system_staff_id
     = 0

__construct()

Constructor


    public
                    __construct() : mixed

add()

Adds a support ticket


    public
                    add(array<string|int, mixed> $vars[, bool $require_email = false ]) : mixed

Parameters

$vars : array<string|int, mixed>

A list of ticket vars, including:

department_id The ID of the department to assign this ticket
staff_id The ID of the staff member this ticket is assigned to (optional)
service_id The ID of the service this ticket is related to (optional)
client_id The ID of the client this ticket is assigned to (optional)
email The email address that a ticket was emailed in from (optional)
summary A brief title/summary of the ticket issue
priority The ticket priority (i.e. "emergency", "critical", "high", "medium", "low") (optional, default "low")
status The status of the ticket (i.e. "open", "awaiting_reply", "in_progress", "on_hold", "closed", "trash") (optional, default "open")
custom_fields An array containing the ticket custom fields, where the key is the field id
recipients An array containing the email recipients

$require_email : bool = false

True to require the email field be given, false otherwise (optional, default false)

Return values

mixed —

The ticket ID, or null on error

addReply()

Adds a reply to a ticket. If ticket data (e.g. department_id, status, priority, summary) have changed then this will also invoke SupportManagerTickets::edit() to update the ticket, and record any log entries.


    public
                    addReply(int $ticket_id, array<string|int, mixed> $vars[, array<string|int, mixed> $files = null ][, bool $new_ticket = false ]) : int

Because of this functionality, this method is assumed to (and should) already be in a transaction when called, and SupportManagerTickets::edit() should not be called separately.

Parameters

$ticket_id : int

The ID of the ticket to reply to

$vars : array<string|int, mixed>

A list of reply vars, including:

staff_id The ID of the staff member this reply is from (optional)
client_id The ID of the client this reply is from (optional)
contact_id The ID of a client's contact that this reply is from (optional)
type The type of reply (i.e. "reply, "note", "log") (optional, default "reply")
details The details of the ticket (optional)
department_id The ID of the ticket department (optional)
summary The ticket summary (optional)
priority The ticket priority (optional)
status The ticket status (optional)
ticket_staff_id The ID of the staff member the ticket is assigned to (optional)
custom_fields An array containing the ticket custom fields, where the key is the field id

$files : array<string|int, mixed> = null

A list of file attachments that matches the global FILES array, which contains an array of "attachment" files

$new_ticket : bool = false

True if this reply is apart of ticket being created, false otherwise (default false)

Return values

int —

The ID of the ticket reply on success, void on error

checkLoopBack()

Checks whether a particular email address has received more than $count emails in the last $time_limit seconds


    public
                    checkLoopBack(string $email, int $count, string $time_limit) : bool

Parameters

$email : string: The email address to check
$count : int: The maximum number of allowed emails within the time limit
$time_limit : string: The time length in the past (e.g. "5 minutes")

Return values

bool —

True if the email has received <= $count emails since $time_limit, false otherwise

close()

Closes a ticket and logs that it has been closed


    public
                    close(int $ticket_id[, int $staff_id = null ]) : mixed

Parameters

$ticket_id : int: The ID of the ticket to close
$staff_id : int = null: The ID of the staff that closed the ticket (optional, default null if client closed the ticket)

closeAllByDepartment()

Closes all open tickets (not "in_progress") based on the department settings


    public
                    closeAllByDepartment(int $department_id) : mixed

Parameters

$department_id : int: The ID of the department whose tickets to close

delete()

Permanently deletes the given tickets and everything associated with them


    public
                    delete(array<string|int, mixed> $ticket_ids) : mixed

Parameters

$ticket_ids : array<string|int, mixed>: A list of tickets to delete

deleteAllByDepartment()

Deletes all trash ticket based on the department settings


    public
                    deleteAllByDepartment(int $department_id) : mixed

Parameters

$department_id : int: The ID of the department whose tickets to close

edit()

Updates a support ticket


    public
                    edit(int $ticket_id, array<string|int, mixed> $vars[, bool $log = true ]) : stdClass

Parameters

$ticket_id : int

The ID of the ticket to update

$vars : array<string|int, mixed>

A list of ticket vars, including (all optional):

department_id The department to reassign the ticket to
staff_id The ID of the staff member to assign the ticket to
service_id The ID of the client service this ticket relates to
client_id The ID of the client this ticket is to be assigned to (can only be set if it is currently null)
summary A brief title/summary of the ticket issue
priority The ticket priority (i.e. "emergency", "critical", "high", "medium", "low")
status The status of the ticket (i.e. "open", "awaiting_reply", "in_progress", "on_hold", "closed", "trash")
by_staff_id The ID of the staff member performing the edit (optional, defaults to null to signify the edit is performed by the client)
custom_fields An array containing the ticket custom fields, where the key is the field id
recipients An array containing the email recipients

$log : bool = true

True to update the ticket for any loggable changes, false to explicitly not log changes (optional, default true)

Return values

stdClass —

An stdClass object representing the ticket (without replies)

editMultiple()

Updates multiple support tickets at once


    public
                    editMultiple(array<string|int, mixed> $ticket_ids, array<string|int, mixed> $vars) : mixed

Parameters

$ticket_ids : array<string|int, mixed>

An array of ticket IDs to update

$vars : array<string|int, mixed>

An array consisting of arrays of ticket vars whose index refers to the index of the $ticket_ids array representing the vars of the specific ticket to update; or an array of vars to apply to all tickets; each including (all optional):

department_id The department to reassign the ticket to
staff_id The ID of the staff member to assign the ticket to
service_id The ID of the client service this ticket relates to
client_id The ID of the client this ticket is to be assigned to (can only be set if it is currently null)
summary A brief title/summary of the ticket issue
priority The ticket priority (i.e. "emergency", "critical", "high", "medium", "low")
status The status of the ticket (i.e. "open", "awaiting_reply", "in_progress", "on_hold", "closed", "trash")
by_staff_id The ID of the staff member performing the edit (optional, defaults to null to signify the edit is performed by the client)

generateReplyCode()

Generates a pseudo-random reply code from an sha256 HMAC of the ticket ID code


    public
                    generateReplyCode(int $ticket_code[, int $length = 4 ]) : string

Parameters

$ticket_code : int: The ticket code to generate the reply code from
$length : int = 4: The length of the reply code between 4 and 64 characters (optional, default 4)

Return values

string —

A hexadecimal reply code of the given length

generateReplyHash()

Generates a pseudo-random hash from an sha256 HMAC of the ticket ID


    public
                    generateReplyHash(int $ticket_id, mixed $key) : string

Parameters

$ticket_id : int: The ID of the ticket to generate the hash for
$key : mixed: A key to include in the hash

Return values

string —

A hexadecimal hash of the given length

generateReplyNumber()

Generates a pseudo-random reply code from an sha256 HMAC of the ticket ID code and concatenates it with the ticket ID


    public
                    generateReplyNumber(int $ticket_code[, int $length = 4 ]) : string

Parameters

$ticket_code : int: The ticket code to generate the reply code from
$length : int = 4: The length of the reply code between 4 and 64 characters

Return values

string —

A formatted reply number (e.g. "#504928 -efa3-")

get()

Retrieves a specific ticket


    public
                    get(int $ticket_id[, bool $get_replies = true ][, array<string|int, mixed> $reply_types = null ][, int $staff_id = null ]) : mixed

Parameters

$ticket_id : int

The ID of the ticket to fetch

$get_replies : bool = true

True to include the ticket replies, false not to

$reply_types : array<string|int, mixed> = null

A list of reply types to include (optional, default null for all)

"reply", "note", "log"

$staff_id : int = null

The ID of the staff member assigned to the tickets or associated departments (optional)

Return values

mixed —

An stdClass object representing the ticket, or false if none exist

getAttachment()

Retrieves a specific attachment


    public
                    getAttachment(int $attachment_id) : mixed

Parameters

$attachment_id : int: The ID of the attachment to fetch

Return values

mixed —

An stdClass object representing the attachment, or false if none exist

getAttachments()

Retrieves a list of attachments for a given ticket


    public
                    getAttachments(int $ticket_id[, int $reply_id = null ]) : array<string|int, mixed>

Parameters

$ticket_id : int: The ID of the ticket to fetch attachments for
$reply_id : int = null: The ID of the reply belonging to this ticket to fetch attachments for

Return values

array<string|int, mixed> —

A list of attachments

getClientByEmail()

Fetches the client for the given company using the given email address.


    public
                    getClientByEmail(int $company_id, string $email) : mixed

Searches first the primary contact of each client, and if no results found then any contact for the clients in the given company. Returns the first client found.

Parameters

$company_id : int: The ID of the company to fetch a client for
$email : string: The email address to fetch clients on

Return values

mixed —

A stdClass object representing the client whose contact matches the email address, false if no client found

getContactByEmail()

Fetches a client's contact given the contact's email address


    public
                    getContactByEmail(int $client_id, string $email) : mixed

Parameters

$client_id : int: The ID of the client whose contact the email address is presumed to be from
$email : string: The email address

Return values

mixed —

An stdClass object representing the contact with the given email address, or false if none exist

getContactEmails()

Retrieves a list of all contact email addresses that have replied to the given ticket.


    public
                    getContactEmails(int $ticket_id) : array<string|int, mixed>

This does not include the client's primary contact email.

Parameters

$ticket_id : int: The ID of the ticket whose contact emails to fetch

Return values

array<string|int, mixed> —

A numerically indexed array of email addresses of each contact that has replied to this ticket. May be an empty array if no contact, or only the primary client contact, has replied.

getList()

Retrieve a list of tickets


    public
                    getList(string $status[, int $staff_id = null ][, int $client_id = null ][, int $page = 1 ][, array<string|int, mixed> $order_by = ['last_reply_date' => 'desc'] ][, bool $get_replies = true ][, array<string|int, mixed> $reply_types = null ][, array<string|int, mixed> $filters = [] ]) : array<string|int, mixed>

Parameters

$status : string

The status of the support tickets ('open', 'awaiting_reply', 'in_progress', 'on_hold', 'closed', 'trash', 'not_closed')

$staff_id : int = null

The ID of the staff member assigned to the tickets or associated departments (optional)

$client_id : int = null

The ID of the client assigned to the tickets (optional)

$page : int = 1

The page number of results to fetch

$order_by : array<string|int, mixed> = ['last_reply_date' => 'desc']

A list of sort=>order options

$get_replies : bool = true

True to include the ticket replies, false not to

$reply_types : array<string|int, mixed> = null

A list of reply types to include (optional, default null for all)

"reply", "note", "log"

$filters : array<string|int, mixed> = []

A list of parameters to filter by, including:

ticket_number The (partial) ticket number on which to filter tickets
priority The priority on which to filter tickets
department_id The department on which to filter tickets
summary The (partial) summary of the ticket line on which to filter tickets
assigned_staff The assigned staff member on which to filter tickets
last_reply The elapsed time from the last reply on which to filter tickets

Return values

array<string|int, mixed> —

A list of stdClass objects representing tickets

getListCount()

Retrieves the total number of tickets


    public
                    getListCount(string $status[, int $staff_id = null ][, int $client_id = null ][, array<string|int, mixed> $filters = [] ]) : int

Parameters

$status : string

The status of the support tickets ('open', 'awaiting_reply', 'in_progress', 'on_hold', 'closed', 'trash', 'not_closed')

$staff_id : int = null

The ID of the staff member assigned to the tickets or associated departments (optional)

$client_id : int = null

The ID of the client assigned to the tickets (optional)

$filters : array<string|int, mixed> = []

A list of parameters to filter by, including:

ticket_number The (partial) ticket number on which to filter tickets
priority The priority on which to filter tickets
department_id The department on which to filter tickets
summary The (partial) summary of the ticket line on which to filter tickets
assigned_staff The assigned staff member on which to filter tickets
last_reply The elapsed time from the last reply on which to filter tickets

Return values

int —

The total number of tickets

getPriorities()

Retrieves a list of priorities and their language


    public
                    getPriorities() : array<string|int, mixed>

Return values

array<string|int, mixed> —

A list of priority => language priorities

getReplyTypes()

Retrieves a list of reply types and their language


    public
                    getReplyTypes() : array<string|int, mixed>

Return values

array<string|int, mixed> —

A list of type => language reply types

getSearchCount()

Returns the total number of tickets returned from SupportManagerTickets::search(), useful in constructing pagination


    public
                    getSearchCount(string $query[, int $staff_id = null ]) : mixed

Parameters

$query : string: The value to search tickets for
$staff_id : int = null: The ID of the staff member searching tickets (optional)

getStatusCount()

Retrieves the total number of tickets in the given status assigned to the given staff/client


    public
                    getStatusCount(string $status[, int $staff_id = null ][, int $client_id = null ][, array<string|int, mixed> $filters = [] ]) : int

Parameters

$status : string

The status of the support tickets ('open', 'awaiting_reply', 'in_progress', 'on_hold', 'closed', 'trash')

$staff_id : int = null

The ID of the staff member assigned to the tickets or associated departments (optional)

$client_id : int = null

The ID of the client assigned to the tickets (optional)

$filters : array<string|int, mixed> = []

A list of parameters to filter by, including:

staff_id The ID of the staff member assigned to the tickets or associated departments (optional)
client_id The ID of the client assigned to the tickets (optional)
ticket_id The ID of a specific ticket to fetch
ticket_number The (partial) ticket number on which to filter tickets
priority The priority on which to filter tickets
department_id The department ID on which to filter tickets
summary The (partial) summary of the ticket line on which to filter tickets
last_reply The elapsed time from the last reply on which to filter tickets
status The status of the support tickets ('open', 'awaiting_reply', 'in_progress', 'on_hold', 'closed', 'trash', 'not_closed')

Return values

int —

The total number of tickets in the given status

getStatuses()

Retrieves a list of statuses and their language


    public
                    getStatuses() : array<string|int, mixed>

Return values

array<string|int, mixed> —

A list of status => language statuses

getTicketByCode()

Retrieves a specific ticket


    public
                    getTicketByCode(int $code[, bool $get_replies = true ][, array<string|int, mixed> $reply_types = null ]) : mixed

Parameters

$code : int

The code of the ticket to fetch

$get_replies : bool = true

True to include the ticket replies, false not to

$reply_types : array<string|int, mixed> = null

A list of reply types to include (optional, default null for all)

"reply", "note", "log"

Return values

mixed —

An stdClass object representing the ticket, or false if none exist

makeFileName()

Converts the given file name into an appropriate file name to store to disk


    public
                    makeFileName(string $file_name) : string

Parameters

$file_name : string: The name of the file to rename

Return values

string —

The rewritten file name in the format of YmdTHisO_[hash] (e.g. 20121009T154802+0000_1f3870be274f6c49b3e31a0c6728957f)

merge()

Merges a set of tickets into another


    public
                    merge(int $ticket_id, array<string|int, mixed> $tickets) : mixed

Parameters

$ticket_id : int: The ID of the ticket that will receive the merges
$tickets : array<string|int, mixed>: A list of ticket IDs to be merged

notifyAllByDepartment()

Sends all tickets a reminder based on the department settings


    public
                    notifyAllByDepartment(int $department_id) : mixed

Parameters

$department_id : int: The ID of the department whose tickets to notify

notifyFeedbackAllByDepartment()

Sends all tickets a feedback reminder based on the department settings


    public
                    notifyFeedbackAllByDepartment(int $department_id) : mixed

Parameters

$department_id : int: The ID of the department whose tickets to notify

parseTicketInfo()

Returns the ticket info if any exists


    public
                    parseTicketInfo(mixed $str) : mixed

Parameters

$str : mixed

Return values

mixed —

Null if no ticket info exists, an array otherwise containing:

ticket_code The ticket code number
code The validation code that can be used to verify the ticket number
valid Whether or not the code is valid for this ticket_code

reassignTickets()

Reassigns tickets to the given client


    public
                    reassignTickets(array<string|int, mixed> $vars) : mixed

Parameters

$vars : array<string|int, mixed>

A list of input variables including:

ticket_ids An array of ticket IDs to reassign
client_id The client to reassign the ticket to
staff_id The staff performing this action

search()

Search tickets


    public
                    search(string $query[, int $staff_id = null ][, int $page = 1 ][, array<string|int, mixed> $order_by = ['last_reply_date' => 'desc'] ]) : array<string|int, mixed>

Parameters

$query : string: The value to search tickets for
$staff_id : int = null: The ID of the staff member searching tickets (optional)
$page : int = 1: The page number of results to fetch (optional, default 1)
$order_by : array<string|int, mixed> = ['last_reply_date' => 'desc']: The sort=>$order options

Return values

array<string|int, mixed> —

An array of tickets that match the search criteria

searchByCode()

Seaches for tickets, specifically by ticket code of a given status


    public
                    searchByCode(string $query[, int $staff_id = null ][, mixed $status = null ][, int $page = 1 ][, array<string|int, mixed> $order_by = ['last_reply_date' => 'desc'] ]) : array<string|int, mixed>

Parameters

$query : string: The value to search ticket codes for
$staff_id : int = null: The ID of the staff member searching tickets (optional)
$status : mixed = null: The status of tickets to search (optional, default null for all)
$page : int = 1: The page number of results to fetch (optional, default 1)
$order_by : array<string|int, mixed> = ['last_reply_date' => 'desc']: The sort=>$order options

Return values

array<string|int, mixed> —

An array of tickets that match the search criteria

sendEmail()

Sends ticket updated/received emails


    public
                    sendEmail(int $reply_id[, array<string|int, mixed> $additional_tags = [] ]) : mixed

Parameters

$reply_id : int: The ID of the ticket reply that the email is to use
$additional_tags : array<string|int, mixed> = []: A key=>value list of the email_action=>tags array to send e.g. array('SupportManager.ticket_received' => array('tag' => "value"))

sendFeedbackReminder()

Sends a reminder for the given tickets


    public
                    sendFeedbackReminder(array<string|int, mixed> $ticket_ids) : mixed

Parameters

$ticket_ids : array<string|int, mixed>: A list of tickets for which to send a reminder

sendReminder()

Sends a reminder for the given tickets


    public
                    sendReminder(array<string|int, mixed> $ticket_ids) : mixed

Parameters

$ticket_ids : array<string|int, mixed>: A list of tickets for which to send a reminder

sendTicketAssignedEmail()

Sends a notice to the ticket's assigned staff member to notify them that the ticket has been assigned to them


    public
                    sendTicketAssignedEmail(int $ticket_id) : mixed

Parameters

$ticket_id : int: The ID of the ticket that a staff member has been assigned

setFeedback()

Updates the feedback for a given ticket


    public
                    setFeedback(int $ticket_id, array<string|int, mixed> $vars) : void

Parameters

$ticket_id : int

The ID of the ticket to update

$vars : array<string|int, mixed>

A key/value array containing:

rating The rating given to the ticket, from 1 to 5
rating_comment The feedback comment given to the ticket (optional)

split()

Splits the given ticket with the given replies, notes, into a new ticket


    public
                    split(int $ticket_id, array<string|int, mixed> $replies) : int

Parameters

$ticket_id : int: The ID of the ticket to split
$replies : array<string|int, mixed>: A list of reply IDs belonging to the given ticket, which should be assigned to a new ticket

Return values

int —

The ID of the newly-created ticket on success, or void on error

validateClientContact()

Validates whether the given contact can reply to the given ticket for the ticket's client


    public
                    validateClientContact(int $contact_id, int $ticket_id[, int $client_id = null ]) : bool

Parameters

$contact_id : int: The ID of the contact
$ticket_id : int: The ID of the ticket
$client_id : int = null: The ID of the client assigned to the ticket if the ticket is not known (optional, default null)

Return values

bool —

True if the contact can reply to the ticket, false otherwise

validateClientService()

Validates that the given service ID is assigned to the given client ID


    public
                    validateClientService(int $service_id, int $client_id) : bool

Parameters

$service_id : int: The ID of the service
$client_id : int: The ID of the client

Return values

bool —

True if the service ID belongs to the client ID, false otherwise

validateClientTicket()

Validates whether the given client can reply to the given ticket


    public
                    validateClientTicket(int $client_id, int $ticket_id) : bool

Parameters

$client_id : int: The ID of the client
$ticket_id : int: The ID of the ticket

Return values

bool —

True if the client can reply to the ticket, false otherwise

validateDateClosed()

Validates the date closed for support tickets


    public
                    validateDateClosed(string $date_closed) : bool

Parameters

$date_closed : string: The date a ticket is closed

Return values

bool —

True if the date is in a valid format, false otherwise

validateDepartmentsMatchTickets()

Validates that all of the given tickets can be updated to the associated department


    public
                    validateDepartmentsMatchTickets(array<string|int, mixed> $vars, array<string|int, mixed> $ticket_ids) : bool

Parameters

$vars : array<string|int, mixed>

department_id The department to reassign the ticket to

$ticket_ids : array<string|int, mixed>

An array of ticket IDs to update

Return values

bool —

True if the department(s) match the tickets, or false otherwise

validateEmail()

Validates the email address given for support tickets


    public
                    validateEmail(string $email[, bool $require_email = false ]) : bool

Parameters

$email : string: The support ticket email address
$require_email : bool = false: True to require the email field be given, false otherwise (optional, default false)

Return values

bool —

True if the email address is valid, false otherwise

validateReplies()

Validates that the given replies belong to the given ticket and that they are of the reply/note type.


    public
                    validateReplies(array<string|int, mixed> $replies, int $ticket_id[, bool $all = false ]) : bool

Parameters

$replies : array<string|int, mixed>: A list of IDs representing ticket replies
$ticket_id : int: The ID of the ticket to which the replies belong
$all : bool = false: False to require that at least 1 ticket reply not be given for this ticket, or true to allow all (optional, default false)

Return values

bool —

True if all of the given replies are valid; false otherwise

validateReplyCode()

Validates that the given reply code is correct for the ticket ID code


    public
                    validateReplyCode(int $ticket_code, mixed $code) : bool

Parameters

$ticket_code : int: The ticket code to validate the reply code for
$code : mixed

Return values

bool —

True if the reply code is valid, false otherwise

validateServicesMatchTickets()

Validates that all of the given tickets can be updated to the associated service


    public
                    validateServicesMatchTickets(array<string|int, mixed> $vars, array<string|int, mixed> $ticket_ids) : bool

Parameters

$vars : array<string|int, mixed>

service_id The ID of the client service this ticket relates to

$ticket_ids : array<string|int, mixed>

An array of ticket IDs to update

Return values

bool —

True if the service(s) match the tickets, or false otherwise

validateSplitReplies()

Validates that the given replies belong to the given ticket, that they are of the reply/note type, and that they are not all only note types.


    public
                    validateSplitReplies(array<string|int, mixed> $replies, int $ticket_id) : bool

i.e. In addition to replies of the 'note' type, at least one 'reply' type must be included

Parameters

$replies : array<string|int, mixed>: A list of IDs representing ticket replies
$ticket_id : int: The ID of the ticket to which the replies belong

Return values

bool —

True if no replies are given, or at least one is of the 'reply' type; false otherwise

validateStaffExists()

Validates that the given staff ID exists when adding/editing tickets


    public
                    validateStaffExists(int $staff_id) : bool

Parameters

$staff_id : int: The ID of the staff member

Return values

bool —

True if the staff ID exists, false otherwise

validateTicketsMergeable()

Validates that the given open tickets can be merged into the given ticket


    public
                    validateTicketsMergeable(array<string|int, mixed> $tickets, int $ticket_id) : bool

Parameters

$tickets : array<string|int, mixed>: A list of ticket IDs
$ticket_id : int: The ID of the ticket the tickets are to be merged into

Return values

bool —

True if all of the given tickets can be merged into the ticket, or false otherwise

validateTicketUnassigned()

Validates that the given client can be assigned to the given ticket


    public
                    validateTicketUnassigned(int $client_id, int $ticket_id) : bool

Parameters

$client_id : int: The ID of the client to assign to the ticket
$ticket_id : int: The ID of the ticket

Return values

bool —

True if the client may be assigned to the ticket, false otherwise

addCustomFields()

Adds the custom field values associated with the ticket


    private
                    addCustomFields(int $ticket_id, array<string|int, mixed> $custom_fields) : mixed

Parameters

$ticket_id : int: The ID of the ticket to associate with the custom fields
$custom_fields : array<string|int, mixed>: An array containing the ticket custom fields, where the key is the field id

editCustomFields()

Updates the custom field values associated with the ticket


    private
                    editCustomFields(int $ticket_id, array<string|int, mixed> $custom_fields) : mixed

Parameters

$ticket_id : int: The ID of the ticket to associate with the custom fields
$custom_fields : array<string|int, mixed>: An array containing the ticket custom fields, where the key is the field id

generateCode()

Generates a ticket number


    private
                    generateCode() : int

Return values

int —

A ticket number

getCustomFieldsEmailTags()

Returns an array containing the email tags from the custom fields of a given ticket


    private
                    getCustomFieldsEmailTags(int $ticket_id) : array<string|int, mixed>

Parameters

$ticket_id : int

Return values

array<string|int, mixed> —

An array containing "custom_fields", which contains the ticket custom fields where the key is the ID of the field or the snake_case version of the field label

getFeedbackTicketUrl()

Forms a link for a customer ticket


    private
                    getFeedbackTicketUrl(int $ticket_id, string $hostname) : mixed

Parameters

$ticket_id : int: The ID of the ticket to link
$hostname : string: The company hostname to link

getReplies()

Gets all replies to a specific ticket


    private
                    getReplies(mixed $ticket_id[, array<string|int, mixed> $types = null ]) : array<string|int, mixed>

Parameters

$ticket_id : mixed

The ID of the ticket whose replies to fetch

$types : array<string|int, mixed> = null

A list of reply types to include (optional, default null for all)

"reply", "note", "log"

Return values

array<string|int, mixed> —

A list of replies to the given ticket

getReplyRules()

Retrieves a list of rules for adding/editing support ticket replies


    private
                    getReplyRules(array<string|int, mixed> &$vars[, bool $new_ticket = false ]) : array<string|int, mixed>

Parameters

$vars : array<string|int, mixed>: A list of input vars
$new_ticket : bool = false: True to get the rules if this ticket is in the process of being created, false otherwise (optional, default false)

Return values

array<string|int, mixed> —

A list of ticket reply rules

getRules()

Retrieves a list of rules for adding/editing support tickets


    private
                    getRules(array<string|int, mixed> &$vars[, bool $edit = false ][, bool $require_email = false ]) : array<string|int, mixed>

Parameters

$vars : array<string|int, mixed>: A list of input vars
$edit : bool = false: True to get the edit rules, false for the add rules (optional, default false)
$require_email : bool = false: True to require the email field be given, false otherwise (optional, default false)

Return values

array<string|int, mixed> —

A list of support ticket rules

getStaffDepartments()

Retrieves a list of department IDs for a given staff member


    private
                    getStaffDepartments(int $staff_id) : array<string|int, mixed>

Parameters

$staff_id : int: The ID of the staff member whose departments to fetch

Return values

array<string|int, mixed> —

A list of department IDs that this staff member belongs to

getTicketReplyContact()

Retrieves the client contact that replied to this ticket, otherwise the client contact this ticket is assigned to if available


    private
                    getTicketReplyContact(stdClass $ticket) : stdClass

Parameters

$ticket : stdClass: An object representing the given ticket

Return values

stdClass —

An object representing the contact assigned to this ticket

getTickets()

Returns a Record object for fetching tickets


    private
                    getTickets([array<string|int, mixed> $filters = [] ]) : Record

Parameters

$filters : array<string|int, mixed> = []

A list of parameters to filter by, including:

staff_id The ID of the staff member assigned to the tickets or associated departments (optional)
client_id The ID of the client assigned to the tickets (optional)
ticket_id The ID of a specific ticket to fetch
ticket_number The (partial) ticket number on which to filter tickets
priority The priority on which to filter tickets
department_id The department ID on which to filter tickets
summary The (partial) summary of the ticket line on which to filter tickets
last_reply The elapsed time from the last reply on which to filter tickets
status The status of the support tickets ('open', 'awaiting_reply', 'in_progress', 'on_hold', 'closed', 'trash', 'not_closed')
type The reply type to fetch ('reply', 'note', 'all')

Return values

Record —

A partially-constructed Record object for fetching tickets

getUpdateTicketUrl()

Forms a link for a customer ticket


    private
                    getUpdateTicketUrl(int $ticket_id, string $hostname) : mixed

Parameters

$ticket_id : int: The ID of the ticket to link
$hostname : string: The company hostname to link

getValidTicketReplies()

Retrieves a list of ticket replies of the "reply" and "note" type belonging to the given ticket


    private
                    getValidTicketReplies(int $ticket_id) : array<string|int, mixed>

Parameters

$ticket_id : int: The ID of the ticket

Return values

array<string|int, mixed> —

An array of stdClass objects representing each reply, keyed by the reply ID

searchTickets()

Partially constructs the query for searching tickets


    private
                    searchTickets(string $query[, int $staff_id = null ]) : Record

Parameters

$query : string: The value to search tickets for
$staff_id : int = null: The ID of the staff member searching tickets

Return values

Record —

The partially constructed query Record object

sendTicketByClientEmail()

Sends the ticket updated email to staff regarding a ticket created/updated by a client.


    private
                    sendTicketByClientEmail(stdClass $ticket, bool $new_ticket[, array<string|int, mixed> $additional_tags = [] ]) : mixed

In the case $new_ticket is true, a ticket received notice is also sent to the client.

Parameters

$ticket : stdClass: An stdClass object representing the ticket
$new_ticket : bool: True if this is the first ticket reply, false if it is a reply to an existing ticket
$additional_tags : array<string|int, mixed> = []: A key=>value list of the email_action=>tags array to send e.g. array('SupportManager.ticket_received' => array('tag' => "value"))

sendTicketByStaffEmail()

Sends the ticket email to a client regarding a ticket created/updated by a staff member


    private
                    sendTicketByStaffEmail(stdClass $ticket[, array<string|int, mixed> $additional_tags = [] ]) : mixed

Parameters

$ticket : stdClass: An stdClass object representing the ticket
$additional_tags : array<string|int, mixed> = []: A key=>value list of the email_action=>tags array to send e.g. array('SupportManager.ticket_received' => array('tag' => "value"))

sendTicketEmail()

Sends ticket emails


    private
                    sendTicketEmail(stdClass $ticket, bool $new_ticket[, array<string|int, mixed> $additional_tags = [] ]) : mixed

Parameters

$ticket : stdClass: An stdClass object representing the ticket
$new_ticket : bool: True if this is the first ticket reply, false if it is a reply to an existing ticket
$additional_tags : array<string|int, mixed> = []: A key=>value list of the email_action=>tags array to send e.g. array('SupportManager.ticket_received' => array('tag' => "value"))

sendTicketReceived()

Sends a ticket received notice to a client for a new ticket


    private
                    sendTicketReceived(stdClass $ticket[, array<string|int, mixed> $additional_tags = [] ]) : mixed

Parameters

$ticket : stdClass: An stdClass object representing the ticket
$additional_tags : array<string|int, mixed> = []: A key=>value list of the email_action=>tags array to send e.g. array('SupportManager.ticket_received' => array('tag' => "value"))

setContacts()

Sets the contacts for the given ticket


    private
                    setContacts(int $ticket_id, array<string|int, mixed> $contacts) : mixed

Parameters

$ticket_id : int: The ID of the ticket to set the contacts
$contacts : array<string|int, mixed>: An array containing IDs of the contacts

setRecipients()

Sets the recipients for the given ticket


    private
                    setRecipients(int $ticket_id, array<string|int, mixed> $recipients) : mixed

Parameters

$ticket_id : int: The ID of the ticket to set the recipients
$recipients : array<string|int, mixed>: An array containing the email addresses of the recipients

staffReplyEmail()

Replies to a ticket and sends a ticket updated email


    private
                    staffReplyEmail(string $reply, int $ticket_id, string $hostname[, int $staff_id = 0 ][, array<string|int, mixed> $additional_tags = [] ]) : mixed

Parameters

$reply : string: The details to include in the reply
$ticket_id : int: The ID of the ticket to reply to
$hostname : string: The hostname of the company to which this ticket belongs
$staff_id : int = 0: The ID of the staff member replying to the ticket (optional, default 0 for system reply)
$additional_tags : array<string|int, mixed> = []: A key=>value list of the email_action=>tags array to send e.g. array('SupportManager.ticket_updated' => array('tag' => "value"))