~eventum-developers/eventum/trunk
» Revision
4033.14.1
: docs/examples/lib/eventum/customer/class.example.php
« back to all changes in this revision
Viewing changes to docs/examples/lib/eventum/customer/class.example.php
- browse files at revision 4033.14.1
- compare with another revision
- compare with revision 4033.14.1
- download diff
- download tarball
- view history from revision 4033.14.1
- Committer: Bryan Alsdorf
- Date: 2013-08-23 03:50:34 UTC
- mto: (4033.1.168 eventum-skysql)
- mto: This revision was merged to the branch mainline in revision 4660.
- Revision ID: bryan@montyprogram.com-20130823035034-7f5r3pt1xg0xnnhk
Initial commit of CRM migration
- files added:
- htdocs/select_customer.php
- files removed:
- docs/examples/lib/eventum/customer/class.example.php
- files renamed:
- lib/eventum/crm/class.crm_customer.php => lib/eventum/crm/class.customer.php
- files modified:
- docs/ChangeLog
added
removed
docs/examples/lib/eventum/customer/class.example.php
1
<?php
2
/* vim: set expandtab tabstop=4 shiftwidth=4 encoding=utf-8: */
3
// +----------------------------------------------------------------------+
4
// | Eventum - Issue Tracking System |
5
// +----------------------------------------------------------------------+
6
// | Copyright (c) 2003 - 2008 MySQL AB |
7
// | Copyright (c) 2008 - 2010 Sun Microsystem Inc. |
8
// | Copyright (c) 2011 - 2013 Eventum Team. |
9
// | |
10
// | This program is free software; you can redistribute it and/or modify |
11
// | it under the terms of the GNU General Public License as published by |
12
// | the Free Software Foundation; either version 2 of the License, or |
13
// | (at your option) any later version. |
14
// | |
15
// | This program is distributed in the hope that it will be useful, |
16
// | but WITHOUT ANY WARRANTY; without even the implied warranty of |
17
// | MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the |
18
// | GNU General Public License for more details. |
19
// | |
20
// | You should have received a copy of the GNU General Public License |
21
// | along with this program; if not, write to: |
22
// | |
23
// | Free Software Foundation, Inc. |
24
// | 59 Temple Place - Suite 330 |
25
// | Boston, MA 02111-1307, USA. |
26
// +----------------------------------------------------------------------+
27
// | Authors: Bryan Alsdorf <bryan@mysql.com> |
28
// +----------------------------------------------------------------------+
29
//
30
31
32
/**
33
* Example customer backend. This does not cover all functionality, but should provide an idea
34
* on how to implement a backend.
35
*
36
* @author Bryan Alsdorf <bryan@mysql.com>
37
*/
38
class Example_Customer_Backend extends Abstract_Customer_Backend
39
{
40
// array of customer data used for this example
41
var $data;
42
43
/**
44
* Overide the connect method to populate a variable instead of connecting to a database
45
*/
46
function connect()
47
{
48
$this->data = array(
49
1 => array(
50
"customer_id" => 1,
51
"customer_name" => "Bryan's widget factory",
52
"start_date" => '2004-03-10',
53
"expiration_date" => '2010-03-10',
54
"contacts" => array(
55
array(
56
'contact_id' => 87,
57
'first_name' => 'Bryan',
58
'last_name' => 'Alsdorf',
59
'email' => 'bryan@example.com',
60
'phone' => '+1 (123) 456-7890'
61
),
62
array(
63
'contact_id' => 93,
64
'first_name' => 'Bob',
65
'last_name' => 'Smith',
66
'email' => 'bob@example.com',
67
'phone' => '+1 (123) 456-7890'
68
)
69
),
70
"address" => "1234 Blah Street,\nHouston, TX 12345",
71
"support_level_id" => 1,
72
"account_manager" => array("Sales guy", "Salesguy@example.com")
73
),
74
2 => array(
75
"customer_id" => 2,
76
"customer_name" => "Joao, Inc.",
77
"start_date" => '2004-08-01',
78
"expiration_date" => '2005-08-01',
79
"contacts" => array(
80
array(
81
'contact_id' => 67,
82
'first_name' => 'Joao',
83
'last_name' => 'Prado Maia',
84
'email' => 'jpm@example.com',
85
'phone' => '+1 (123) 456-7890'
86
)
87
),
88
"address" => "123 Fake Street,\nSpringfield, USA",
89
"support_level_id" => 3,
90
"account_manager" => array("Sales guy", "Salesguy@example.com")
91
),
92
3 => array(
93
"customer_id" => 3,
94
"customer_name" => "Example Corp.",
95
"start_date" => '2002-01-01',
96
"expiration_date" => '2006-01-01',
97
"contacts" => array(
98
array(
99
'contact_id' => 21,
100
'first_name' => 'J',
101
'last_name' => 'Man',
102
'email' => 'j-man@example.com',
103
'phone' => '+1 (123) 456-7890'
104
),
105
array(
106
'contact_id' => 22,
107
'first_name' => 'John',
108
'last_name' => 'Doe',
109
'email' => 'John.Doe@example.com',
110
'phone' => '+1 (123) 456-7890'
111
)
112
),
113
"address" => "56789 Some drive,\nFooo, Foo 12345",
114
"support_level_id" => 4,
115
"account_manager" => array("Sales guy", "Salesguy@example.com")
116
)
117
);
118
}
119
120
121
/**
122
* Returns the name of the backend
123
*
124
* @return string The name of the backend
125
*/
126
function getName()
127
{
128
return "example";
129
}
130
131
132
/**
133
* Returns true if the backend uses support levels, false otherwise
134
*
135
* @access public
136
* @return boolean True if the project uses support levels.
137
*/
138
function usesSupportLevels()
139
{
140
// this example will use support levels so override parent method
141
return true;
142
}
143
144
145
/**
146
* Returns the contract status associated with the given customer ID.
147
* Possible return values are 'active', 'in_grace_period' and 'expired'.
148
*
149
* @access public
150
* @param integer $customer_id The customer ID
151
* @return string The contract status
152
*/
153
function getContractStatus($customer_id)
154
{
155
// active contracts have an expiration date in the future
156
$expiration = strtotime($this->data[$customer_id]['expiration_date']);
157
$now = Date_Helper::getCurrentUnixTimestampGMT();
158
if ($expiration > $now) {
159
return 'active';
160
} elseif ($expiration > ($now + (DAY * $this->getExpirationOffset()))) {
161
return 'in_grace_period';
162
} else {
163
return 'expired';
164
}
165
}
166
167
168
/**
169
* Retrieves the customer titles associated with the given list of issues.
170
*
171
* @access public
172
* @param array $result The list of issues
173
* @see Search::getListing()
174
*/
175
function getCustomerTitlesByIssues(&$result)
176
{
177
if (count($result) > 0) {
178
for ($i = 0; $i < count($result); $i++) {
179
if (!empty($result[$i]["iss_customer_id"])) {
180
$result[$i]["customer_title"] = $this->getTitle($result[$i]["iss_customer_id"]);
181
}
182
}
183
}
184
}
185
186
187
/**
188
* Retrieves the support levels associated with the given list of issues.
189
*
190
* @access public
191
* @param array $result The list of issues
192
* @see Search::getListing()
193
*/
194
function getSupportLevelsByIssues(&$result)
195
{
196
if (count($result) > 0) {
197
$support_levels = $this->getSupportLevelAssocList();
198
for ($i = 0; $i < count($result); $i++) {
199
if (!empty($result[$i]["iss_customer_id"])) {
200
$result[$i]["support_level"] = @$support_levels[$this->getSupportLevelID($result[$i]['iss_customer_id'])];
201
}
202
}
203
}
204
}
205
206
207
/**
208
* Method used to get the details of the given customer.
209
*
210
* @access public
211
* @param integer $customer_id The customer ID
212
* @param boolean $force_refresh If the cache should not be used.
213
* @param integer $contract_id The contract ID
214
* @return array The customer details
215
*/
216
function getDetails($customer_id, $force_refresh = false, $contract_id = false)
217
{
218
$support_levels = $this->getSupportLevelAssocList();
219
$details = $this->data[$customer_id];
220
$details["support_level"] = $support_levels[$details["support_level_id"]];
221
$details["contract_status"] = $this->getContractStatus($customer_id);
222
$details["note"] = Customer::getNoteDetailsByCustomer($customer_id);
223
return $details;
224
}
225
226
227
// PLEASE NOTE:
228
// This example does not implement per-incident
229
// support so those methods will not be included here
230
231
232
/**
233
* Returns a list of customers (companies) in the customer database.
234
*
235
* @access public
236
* @return array An associated array of customers.
237
*/
238
function getAssocList()
239
{
240
$assoc = array();
241
foreach ($this->data as $id => $details) {
242
$assoc[$id] = $details["customer_name"];
243
}
244
return $assoc;
245
}
246
247
248
/**
249
* Method used to get the customer names for the given customer id.
250
*
251
* @access public
252
* @param integer $customer_id The customer ID
253
* @return string The customer name
254
*/
255
function getTitle($customer_id)
256
{
257
return $this->data[$customer_id]["customer_name"];
258
}
259
260
261
/**
262
* Method used to get an associative array of the customer names
263
* for the given list of customer ids.
264
*
265
* @access public
266
* @param array $customer_ids The list of customers
267
* @return array The associative array of customer id => customer name
268
*/
269
function getTitles($customer_ids)
270
{
271
$assoc = array();
272
foreach ($this->data as $id => $details) {
273
if (in_array($id, $customer_ids)) {
274
$assoc[$id] = $details["customer_name"];
275
}
276
}
277
return $assoc;
278
}
279
280
281
/**
282
* Method used to get the list of email addresses associated with the
283
* contacts of a given customer.
284
*
285
* @access public
286
* @param integer $customer_id The customer ID
287
* @return array The list of email addresses
288
*/
289
function getContactEmailAssocList($customer_id)
290
{
291
$assoc = array();
292
foreach ($this->data[$customer_id]['contacts'] as $key => $contact) {
293
$assoc[] = $contact["email"];
294
}
295
return $assoc;
296
}
297
298
299
/**
300
* Method used to get the customer and customer contact IDs associated
301
* with a given list of email addresses.
302
*
303
* @access public
304
* @param array $emails The list of email addresses
305
* @return array The customer and customer contact ID
306
*/
307
function getCustomerIDByEmails($emails)
308
{
309
$assoc = array();
310
foreach ($this->data as $company_id => $details) {
311
foreach ($details['contacts'] as $contact) {
312
// in a perfect world you would want to do partial searches
313
// here, but as an example in_array() will do
314
if (in_array($contact["email"], $emails)) {
315
return array($company_id, $contact['contact_id']);
316
}
317
}
318
}
319
return $assoc;
320
}
321
322
323
/**
324
* Method used to get the overall statistics of issues in the system for a
325
* given customer.
326
*
327
* @access public
328
* @param integer $customer_id The customer ID
329
* @return array The customer related issue statistics
330
*/
331
function getOverallStats($customer_id)
332
{
333
// don't count customer notes, emails, phone calls
334
$stmt = "SELECT
335
iss_id,
336
sta_is_closed
337
FROM
338
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "issue
339
LEFT JOIN
340
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "status
341
ON
342
iss_sta_id=sta_id
343
WHERE
344
iss_customer_id=$customer_id";
345
$res = DB_Helper::getInstance()->getAssoc($stmt);
346
if ((PEAR::isError($res)) || (empty($res)) || (count($res) == 0)) {
347
return array(
348
'total_issues' => 0,
349
'total_open' => 0,
350
'total_closed' => 0,
351
'total_persons' => 0,
352
'total_emails' => 0,
353
'total_calls' => 0,
354
'average_first_response' => 0,
355
'average_close' => 0
356
);
357
} else {
358
$issues = array();
359
$open = 0;
360
$closed = 0;
361
foreach ($res as $issue_id => $status) {
362
$issues[] = $issue_id;
363
if (empty($status)) {
364
$open++;
365
} else {
366
$closed++;
367
}
368
}
369
}
370
371
// get the list of distinct persons from the notification
372
// list, phone support and notes tables
373
$stmt = "SELECT
374
iss_id,
375
sub_usr_id,
376
not_usr_id,
377
phs_usr_id
378
FROM
379
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "issue
380
LEFT JOIN
381
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "note
382
ON
383
not_iss_id=iss_id
384
LEFT JOIN
385
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "phone_support
386
ON
387
phs_iss_id=iss_id
388
LEFT JOIN
389
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "subscription
390
ON
391
sub_iss_id=iss_id AND
392
sub_usr_id <> 0 AND
393
sub_usr_id IS NOT NULL
394
LEFT JOIN
395
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "subscription_type
396
ON
397
sbt_sub_id=sub_id AND
398
sbt_type='emails'
399
WHERE
400
iss_customer_id=$customer_id";
401
$res = DB_Helper::getInstance()->getAll($stmt, DB_FETCHMODE_ASSOC);
402
$persons = array();
403
for ($i = 0; $i < count($res); $i++) {
404
if ((!empty($res[$i]['sub_usr_id'])) && (!in_array($res[$i]['sub_usr_id'], $persons))) {
405
$persons[] = $res[$i]['sub_usr_id'];
406
}
407
if ((!empty($res[$i]['not_usr_id'])) && (!in_array($res[$i]['not_usr_id'], $persons))) {
408
$persons[] = $res[$i]['not_usr_id'];
409
}
410
if ((!empty($res[$i]['phs_usr_id'])) && (!in_array($res[$i]['phs_usr_id'], $persons))) {
411
$persons[] = $res[$i]['phs_usr_id'];
412
}
413
}
414
415
// get list of staff emails
416
$stmt = "SELECT
417
usr_email
418
FROM
419
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "user,
420
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "project_user,
421
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "issue
422
WHERE
423
pru_usr_id=usr_id AND
424
pru_prj_id=iss_prj_id AND
425
iss_id=$issue_id AND
426
pru_role <> " . User::getRoleID('Customer');
427
$staff_emails = DB_Helper::getInstance()->getCol($stmt);
428
429
$stmt = "SELECT
430
sup_from
431
FROM
432
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "support_email
433
WHERE
434
sup_iss_id IN (" . implode(", ", $issues) . ")";
435
$emails = DB_Helper::getInstance()->getCol($stmt);
436
$total_emails = 0;
437
foreach ($emails as $address) {
438
$email = strtolower(Mail_Helper::getEmailAddress($address));
439
$staff_emails = array_map('strtolower', $staff_emails);
440
if (@in_array($email, $staff_emails)) {
441
$total_emails++;
442
}
443
}
444
445
$stmt = "SELECT
446
COUNT(*)
447
FROM
448
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "phone_support
449
WHERE
450
phs_iss_id IN (" . implode(", ", $issues) . ")";
451
$calls = DB_Helper::getInstance()->getOne($stmt);
452
453
$stmt = "SELECT
454
AVG(UNIX_TIMESTAMP(iss_first_response_date) - UNIX_TIMESTAMP(iss_created_date)) AS first_response_time
455
FROM
456
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "issue
457
WHERE
458
iss_id IN (" . implode(", ", $issues) . ")";
459
$avg_first_response = DB_Helper::getInstance()->getOne($stmt);
460
if (!empty($avg_first_response)) {
461
// format the average into a number of minutes
462
$avg_first_response = $avg_first_response / 60;
463
}
464
465
$stmt = "SELECT
466
AVG(UNIX_TIMESTAMP(iss_closed_date) - UNIX_TIMESTAMP(iss_created_date)) AS closed_time
467
FROM
468
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "issue
469
WHERE
470
iss_id IN (" . implode(", ", $issues) . ")";
471
$avg_close = DB_Helper::getInstance()->getOne($stmt);
472
if (!empty($avg_close)) {
473
// format the average into a number of minutes
474
$avg_close = $avg_close / 60;
475
}
476
477
return array(
478
'total_issues' => count($issues),
479
'total_open' => $open,
480
'total_closed' => $closed,
481
'total_persons' => count($persons),
482
'total_emails' => $total_emails,
483
'total_calls' => (integer) $calls,
484
'average_first_response' => Misc::getFormattedTime($avg_first_response),
485
'average_close' => Misc::getFormattedTime($avg_close)
486
);
487
}
488
489
490
/**
491
* Method used to build the overall customer profile from the information
492
* stored in the customer database.
493
*
494
* @access public
495
* @param integer $usr_id The Eventum user ID
496
* @return array The customer profile information
497
*/
498
function getProfile($usr_id)
499
{
500
// this is used to return all details about the customer/contact in one fell swoop.
501
// for this example it will just return the details
502
return $this->getDetails(User::getCustomerID($usr_id));
503
}
504
505
506
/**
507
* Method used to get the details associated with a customer contact.
508
*
509
* @access public
510
* @param integer $contact_id The customer contact ID
511
* @return array The contact details
512
*/
513
function getContactDetails($contact_id)
514
{
515
$assoc = array();
516
foreach ($this->data as $company_id => $details) {
517
foreach ($details['contacts'] as $contact) {
518
if ($contact['contact_id'] == $contact_id) {
519
$contact['customer_id'] = $company_id;
520
return $contact;
521
}
522
}
523
}
524
return $assoc;
525
}
526
527
528
/**
529
* Returns the list of customer IDs that are associated with the given
530
* email value (wildcards welcome). Contrary to the name of the method, this
531
* also works with customer names
532
*
533
* @access public
534
* @param string $email The email value
535
* @return array The list of customer IDs
536
*/
537
function getCustomerIDsLikeEmail($email)
538
{
539
$ids = array();
540
foreach ($this->data as $customer) {
541
if (stristr($customer['customer_name'], $email) !== false) {
542
$ids[] = $customer['customer_id'];
543
continue;
544
}
545
546
foreach ($customer['contacts'] as $contact) {
547
if (stristr($contact['email'], $email) !== false) {
548
$ids[] = $customer['customer_id'];
549
}
550
}
551
}
552
return $ids;
553
}
554
555
556
/**
557
* Performs a customer lookup and returns the matches, if
558
* appropriate.
559
*
560
* @access public
561
* @param string $field The field that we are trying to search against
562
* @param string $value The value that we are searching for
563
* @return array The list of customers
564
*/
565
function lookup($field, $value)
566
{
567
if ($field == "email") {
568
$details = $this->getCustomerIDsLikeEmail($value);
569
if (count($details) > 0) {
570
list($id, $contact_id) = $details;
571
} else {
572
$id = 0;
573
}
574
} elseif ($field == "customer_id") {
575
if (empty($this->data[$value])) {
576
$id = 0;
577
} else {
578
$id = $value;
579
}
580
}
581
if ($id > 0) {
582
return array($this->getDetails($id));
583
}
584
}
585
586
587
/**
588
* Method used to notify the customer contact that a new issue was just
589
* created and associated with his Eventum user.
590
*
591
* @access public
592
* @param integer $issue_id The issue ID
593
* @param integer $contact_id The customer contact ID
594
* @return void
595
*/
596
function notifyCustomerIssue($issue_id, $contact_id)
597
{
598
// send a notification email to your customer here
599
}
600
601
602
/**
603
* Method used to get the list of available support levels.
604
*
605
* @access public
606
* @return array The list of available support levels
607
*/
608
function getSupportLevelAssocList()
609
{
610
return array(
611
1 => "Normal 1",
612
2 => "Normal 2",
613
3 => "Enhanced",
614
4 => "Ultra-Special"
615
);
616
}
617
618
619
/**
620
* Returns the support level of the current support contract for a given
621
* customer ID.
622
*
623
* @access public
624
* @param integer $customer_id The customer ID
625
* @return string The support contract level
626
*/
627
function getSupportLevelID($customer_id)
628
{
629
return $this->data[$customer_id]["support_level_id"];
630
}
631
632
633
/**
634
* Returns the list of customer IDs for a given support contract level.
635
*
636
* @access public
637
* @param integer/array $support_level_id The support level ID or an array of support level IDs
638
* @param mixed $support_options An integer or array of integers indicating various options to get customers with.
639
* @return array The list of customer IDs
640
*/
641
function getListBySupportLevel($support_level_id, $support_options = false)
642
{
643
if (!is_array($support_level_id)) {
644
$support_level_id = array($support_level_id);
645
}
646
$assoc = array();
647
foreach ($this->data as $company_id => $details) {
648
if (in_array($details["support_level_id"], $support_level_id)) {
649
$assoc[] = $company_id;
650
}
651
}
652
return $assoc;
653
}
654
655
656
/**
657
* Returns an array of support levels grouped together.
658
*
659
* @access public
660
* @return array an array of support levels.
661
*/
662
function getGroupedSupportLevels()
663
{
664
return array(
665
"Normal" => array(1,2),
666
"Enhanced" => array(3),
667
"Ultra-Special" => array(4)
668
);
669
}
670
671
672
/**
673
* Checks whether the given technical contact ID is allowed in the current
674
* support contract or not.
675
*
676
* @access public
677
* @param integer $customer_contact_id The customer technical contact ID
678
* @return boolean
679
*/
680
function isAllowedSupportContact($customer_contact_id)
681
{
682
foreach ($this->data as $id => $details) {
683
foreach ($details['contacts'] as $contact) {
684
if ($contact['contact_id'] == $customer_contact_id) {
685
return true;
686
}
687
}
688
}
689
return false;
690
}
691
692
693
/**
694
* Method used to get the associated customer and customer contact from
695
* a given set of support emails. This is especially useful to automatically
696
* associate an issue to the appropriate customer contact that sent a
697
* support email.
698
*
699
* @access public
700
* @param array $sup_ids The list of support email IDs
701
* @return array The customer and customer contact ID
702
*/
703
function getCustomerInfoFromEmails($sup_ids)
704
{
705
$senders = Support::getSender($sup_ids);
706
if (count($senders) > 0) {
707
$emails = array();
708
for ($i = 0; $i < count($senders); $i++) {
709
$emails[] = Mail_Helper::getEmailAddress($senders[$i]);
710
}
711
list($customer_id, $contact_id) = $this->getCustomerIDByEmails($emails);
712
$company = $this->getDetails($customer_id);
713
$contact = $this->getContactDetails($contact_id);
714
return array(
715
'customer_id' => $customer_id,
716
'customer_name' => $company['customer_name'],
717
'contact_id' => $contact_id,
718
'contact_name' => $contact['first_name'] . " " . $contact['last_name'],
719
'contacts' => $this->getContactEmailAssocList($customer_id)
720
);
721
} else {
722
return array(
723
'customer_id' => '',
724
'customer_name' => '',
725
'contact_id' => '',
726
'contact_name' => '',
727
'contacts' => ''
728
);
729
}
730
}
731
732
733
/**
734
* Method used to get the customer login grace period (number of days).
735
*
736
* @access public
737
* @return integer The customer login grace period
738
*/
739
function getExpirationOffset()
740
{
741
// customers can log in up to 30 days after the contract expires.
742
return 30;
743
}
744
745
746
/**
747
* Method used to get the details of the given customer contact.
748
*
749
* @access public
750
* @param integer $contact_id The customer contact ID
751
* @return array The customer details
752
*/
753
function getContactLoginDetails($contact_id)
754
{
755
$stmt = "SELECT
756
usr_email,
757
usr_password,
758
usr_full_name
759
FROM
760
" . APP_DEFAULT_DB . "." . APP_TABLE_PREFIX . "user
761
WHERE
762
usr_customer_contact_id = $contact_id";
763
$res = DB_Helper::getInstance()->getRow($stmt);
764
if (PEAR::isError($res)) {
765
Error_Handler::logError(array($res->getMessage(), $res->getDebugInfo()), __FILE__, __LINE__);
766
return -1;
767
} else {
768
if (empty($res)) {
769
return -2;
770
} else {
771
return $res;
772
}
773
}
774
}
775
776
777
/**
778
* Returns the end date of the current support contract for a given
779
* customer ID.
780
*
781
* @access public
782
* @param integer $customer_id The customer ID
783
* @return string The support contract end date
784
*/
785
function getContractEndDate($customer_id)
786
{
787
return $this->data[$customer_id]['expiration_date'];
788
}
789
790
791
/**
792
* Returns the name and email of the sales account manager of the given customer ID.
793
*
794
* @access public
795
* @param integer $customer_id The customer ID
796
* @return array An array containing the name and email of the sales account manager
797
*/
798
function getSalesAccountManager($customer_id)
799
{
800
return $this->data[$customer_id]['account_manager'];
801
}
802
803
804
/**
805
* Returns the start date of the current support contract for a given
806
* customer ID.
807
*
808
* @access public
809
* @param integer $customer_id The customer ID
810
* @return string The support contract start date
811
*/
812
function getContractStartDate($customer_id)
813
{
814
return $this->data[$customer_id]['start_date'];
815
}
816
817
818
/**
819
* Returns a message to be displayed to a customer on the top of the issue creation page.
820
*
821
* @param array $customer_id Customer ID.
822
*/
823
function getNewIssueMessage($customer_id)
824
{
825
// we could do anything we wanted in here, but we will just say "hi"
826
return "Hi! Please create a new issue";
827
}
828
829
830
/**
831
* Checks whether the given customer has a support contract that
832
* enforces limits for the minimum first response time or not.
833
*
834
* @access public
835
* @param integer $customer_id The customer ID
836
* @return boolean
837
*/
838
function hasMinimumResponseTime($customer_id)
839
{
840
$support_level = $this->getSupportLevelID($customer_id);
841
if ($support_level == 1 || $support_level == 2) {
842
return true;
843
}
844
}
845
846
847
/**
848
* Returns the minimum first response time in seconds for the
849
* support level associated with the given customer.
850
*
851
* @access public
852
* @param integer $customer_id The customer ID
853
* @return integer The minimum first response time
854
*/
855
function getMinimumResponseTime($customer_id)
856
{
857
// normal level customers will not recieve a response for atleast a day
858
$support_level = $this->getSupportLevelID($customer_id);
859
if ($support_level == 1 || $support_level == 2) {
860
return (60 * 60 * 24);
861
}
862
}
863
864
865
/**
866
* Returns the maximum first response time associated with the
867
* support contract of the given customer.
868
*
869
* @access public
870
* @param integer $customer_id The customer ID
871
* @return integer The maximum first response time, in seconds
872
*/
873
function getMaximumFirstResponseTime($customer_id)
874
{
875
$support_level = $this->getSupportLevelID($customer_id);
876
if ($support_level == 1 || $support_level == 2) {
877
// 2 days for normal
878
return (60 * 60 * 24 * 2);
879
} elseif ($support_level == 3) {
880
// 1 day for special
881
return (60 * 60 * 24);
882
} elseif ($support_level == 4) {
883
// 30 minutes for special
884
return (60 *30);
885
}
886
}
887
888
889
/**
890
* Method used to send an expiration notice.
891
*
892
* @access public
893
* @param integer $contact_id The customer contact ID
894
* @param boolean $is_expired Whether this customer is expired or not
895
* @return void
896
*/
897
function sendExpirationNotice($contact_id, $is_expired = FALSE)
898
{
899
// send a support expiration notice email to your customer here
900
}
901
902
903
/**
904
* Method used to notify the customer contact that an existing issue
905
* associated with him was just marked as closed.
906
*
907
* @access public
908
* @param integer $issue_id The issue ID
909
* @param integer $contact_id The customer contact ID
910
* @return void
911
*/
912
function notifyIssueClosed($issue_id, $contact_id)
913
{
914
// send a notification email to your customer here
915
}
916
917
918
/**
919
* Method used to send an email notification to the sender of a
920
* set of email messages that were manually converted into an
921
* issue.
922
*
923
* @access public
924
* @param integer $issue_id The issue ID
925
* @param array $sup_ids The email IDs
926
* @param integer $customer_id The customer ID
927
* @return array The list of recipient emails
928
*/
929
function notifyEmailConvertedIntoIssue($issue_id, $sup_ids, $customer_id = FALSE)
930
{
931
// send a notification email to your customer here
932
}
933
934
935
/**
936
* Method used to send an email notification to the sender of an
937
* email message that was automatically converted into an issue.
938
*
939
* @access public
940
* @param integer $issue_id The issue ID
941
* @param string $sender The sender of the email message (and the recipient of this notification)
942
* @param string $date The arrival date of the email message
943
* @param string $subject The subject line of the email message
944
* @return void
945
*/
946
function notifyAutoCreatedIssue($issue_id, $sender, $date, $subject)
947
{
948
// send a notification email to your customer here
949
}
950
951
952
/**
953
* Method used to get the contract details for a given customer contact.
954
*
955
* @access public
956
* @param integer $contact_id The customer contact ID
957
* @return array The customer contract details
958
*/
959
function getContractDetails($contact_id, $restrict_expiration)
960
{
961
$contact = $this->getContactDetails($contact_id);
962
$customer = $this->getDetails($contact['customer_id']);
963
$support_levels = $this->getSupportLevelAssocList();
964
965
return array(
966
'contact_name' => $contact['first_name'] . ' ' . $contact['last_name'],
967
'company_name' => $customer['customer_name'],
968
'contract_id' => $customer['customer_id'],
969
'support_level' => $support_levels[$customer['support_level_id']],
970
'expiration_date' => $customer['expiration_date']
971
);
972
}
973
974
}
Loggerhead is a web-based interface for Breezy
Version: 2.0.1