后续案例必须分配给 sugarcrm 中的活跃用户
Follow up cases must be assigned to active user in sugarcrm
全部，
我最近正在研究 SugarCRM。我们更新了 handleCreateCase 函数
InboundMail 模块。
在这个模块中，我们必须将任何案例分配给活跃用户。
假设任何用户正在处理案件，但现在他离开了公司
所以我们停用了他的帐户，但现在客户将重播案例
这个案例分配给那个用户所以我们在分配案例之前检查这个
用户是否活跃
所以我写了这些代码，
**// Write The Code for Active User -**
$qry_user = "SELECT status FROM users WHERE id='" . $assign_id . "' LIMIT 1";
$res_user = $this -> db -> query($qry_user, true);
$resultUser = $this -> db -> fetchByAssoc($res_user);
$status = $resultUser['status'];
if($status != 'Active'){
$GLOBALS['log'] -> fatal('Not Active User'. $assign_id);
$qry_db = "SELECT id FROM users WHERE is_group=0 AND deleted = 0 AND status = 'active' ORDER BY RAND() LIMIT 1";
$res_db = $this -> db ->query($qry_db, true);
$fetch_db = $this -> db -> fetchByAssoc($res_db);
if (is_array($fetch_db) && count($fetch_db) > 0) {
$assign_id = $fetch_db['id'];
} else {
$GLOBALS['log'] -> fatal('User Not Present in Users table');
}
}
else{
$assign_id = $assign_id;
}
分配案例之前。
我已经编写了必须分配给活跃用户的跟进案例代码，但它不起作用请帮我解决这些问题....
代码：
function handleCreateCase($email, $userId) {
global $current_user, $mod_strings, $current_language;
$mod_strings = return_module_language($current_language, "Emails");
$GLOBALS['log']->debug('In handleCreateCase');
$c = new aCase();
$this->getCaseIdFromCaseNumber($email->name, $c);
if (!$this->handleCaseAssignment($email) && $this->isMailBoxTypeCreateCase()) {
// create a case
$GLOBALS['log']->debug('retrieveing email');
$email->retrieve($email->id);
$c = new aCase();
/*Amol If Have open case from this email*/
$new_case = 1;
//create new case?
$skip_checking = 0;
// skip mailbox for attached into existing case?
$email_from = $email -> from_addr;
$sql = "SELECT c.id FROM cases c INNER JOIN emails e on e.parent_id=c.id INNER JOIN emails_text et on et.email_id=e.id WHERE ( c.`status`='New' OR c.`status`='FollowUp' OR c.`status`='PartsReqCompleted' ) AND et.from_addr LIKE '%" . $email_from . "%' ORDER BY c.date_entered DESC LIMIT 1"; //Amol
$results = $this -> db -> query($sql, true);
$row_c = $this -> db -> fetchByAssoc($results);
$skip_emailboxes = $this -> get_stored_options('create_case_skip_emails', "");
// skip mailboxes
if (!empty($skip_emailboxes)) {
$case_skip_followup_mailboxes_from = explode(',', $skip_emailboxes);
if (in_array($email_from, $case_skip_followup_mailboxes_from)) {
$skip_checking = 1;
}
}
if (strpos((trim(strtolower($email->to_addrs))), "xxx@xxx.xxx") !== false) {
$fixedstring = "CASE";
if(count($row_c) <= 0){
if (strpos($email->name, $fixedstring) !== false) {
list($first_str, $second_str) = explode('[CASE:', $subject);
list($first_string, $second_string) = explode(']', $second_str);
$caseId = $first_string;
$new_case=0; // Already exist case
}else{
$new_case=1; // New Case
}
}
else{
$new_case=1;
}else{
preg_match("/Name:(.*)/", $email -> description, $data);
$mailer_name = trim($data[1]);
$email_sender= $email->reply_to_email;
$sql_acc = "SELECT eabr.bean_id, eabr.bean_module FROM email_addr_bean_rel eabr JOIN email_addresses ea ON (ea.id = eabr.email_address_id) WHERE eabr.deleted=0 AND ea.email_address = '$email_sender' AND eabr.bean_module='Accounts'";
$res = $this->db->query($sql_acc);
$id;
while ($row = $GLOBALS['db']->fetchByAssoc($res)) {
$id = $row['bean_id'];
}
if(is_null($id)){
$mailer_name = mysql_escape_string($mailer_name);
$acc_id=create_guid();
$id = $acc_id;
$insert_acc="INSERT INTO `accounts`(`id`, `name`) VALUES ('$acc_id','$mailer_name')";
$this->db->query($insert_acc);
$email_add_id = create_guid();
$email_sender_upper = strtoupper($email_sender);
$insert_emai_add="INSERT INTO `email_addresses`(`id`, `email_address`, `email_address_caps`) VALUES ('$email_add_id','$email_sender','$email_sender_upper')";
$this->db->query($insert_emai_add);
$relation_id = create_guid();
$insert_rel="INSERT INTO `email_addr_bean_rel`(`id`, `email_address_id`, `bean_id`, `bean_module`) VALUES ('$relation_id','$email_add_id','$acc_id','Accounts')";
$this->db->query($insert_rel);
}
$c -> account_id = $id;
}
$c -> description = $email -> description;
/* Asssign Case*/
if ($new_case) {
$createCaseAssignId = $this -> get_stored_options('create_case_user_id', "");
} else {
$createCaseAssignId = '';
}
if (!empty($createCaseAssignId)) {
$case_assign_uids = explode(',', $createCaseAssignId);
//check for last assigned
$query = "SELECT * FROM case_email_quene WHERE mailbox_id = '" . $this -> id . "' LIMIT 1 ";
$results = $this -> db -> query($query, true);
$row = $this -> db -> fetchByAssoc($results);
if (is_array($row) && count($row) > 0) {
if ($row['last_uid'] == end($case_assign_uids)) {
$query = "UPDATE case_email_quene SET last_uid='" . $case_assign_uids[0] . "' WHERE mailbox_id = '" . $this -> id . "' ";
$results = $this -> db -> query($query, true);
$assign_id = $case_assign_uids[0];
} else {// if not end of array
$keys = array_keys($case_assign_uids, $row['last_uid']);
if (is_array($keys) && count($keys) > 0) {//if we have this user selected
$new_key = $keys[0] + 1;
$query = "UPDATE case_email_quene SET last_uid='" . $case_assign_uids[$new_key] . "' WHERE mailbox_id = '" . $this -> id . "' ";
$results = $this -> db -> query($query, true);
$assign_id = $case_assign_uids[$new_key];
} else {// if record was updated
$query = "UPDATE case_email_quene SET last_uid='" . $case_assign_uids[0] . "' WHERE mailbox_id = '" . $this -> id . "' ";
$results = $this -> db -> query($query, true);
$assign_id = $case_assign_uids[0];
}
}
} else {//but if not registered?
$query = "INSERT INTO case_email_quene (mailbox_id,last_uid) VALUES ('" . $this -> id . "','" . $case_assign_uids[0] . "') ";
$results = $this -> db -> query($query, true);
$assign_id = $case_assign_uids[0];
}
//$this->id mailbox id
$GLOBALS['log'] -> fatal('New Case - User Id: ' . $assign_id);
**// Write The Code for Active User -**
$qry_user = "SELECT status FROM users WHERE id='" . $assign_id . "' LIMIT 1";
$res_user = $this -> db -> query($qry_user, true);
$resultUser = $this -> db -> fetchByAssoc($res_user);
$status = $resultUser['status'];
if($status != 'Active'){
$GLOBALS['log'] -> fatal('Not Active User'. $assign_id);
$qry_db = "SELECT id FROM users WHERE is_group=0 AND deleted = 0 AND status = 'active' ORDER BY RAND() LIMIT 1";
$res_db = $this -> db ->query($qry_db, true);
$fetch_db = $this -> db -> fetchByAssoc($res_db);
if (is_array($fetch_db) && count($fetch_db) > 0) {
$assign_id = $fetch_db['id'];
} else {
$GLOBALS['log'] -> fatal('User Not Present in Users table');
}
}
else{
$assign_id = $assign_id;
}
$c -> assigned_user_id = $assign_id;
} elseif ($new_case) {
/*check if database not empty then empty it*/
$query = "SELECT * FROM case_email_quene WHERE mailbox_id = '" . $this -> id . "' LIMIT 1 ";
$results = $this -> db -> query($query, true);
$row_id = $this -> db -> fetchByAssoc($results);
if (is_array($row_id) && count($row_id) > 0) {
$query = "DELETE FROM case_email_quene WHERE mailbox_id = '" . $this -> id . "' ";
$results = $this -> db -> query($query, true);
}
$GLOBALS['log'] -> fatal('Existing Case - User Id: ' . $userId);
$c -> assigned_user_id = $userId;
}
我解决了这个问题，
请将代码放在 handleCaseAssignment()
function handleCaseAssignment($email) {
$c = new aCase();
if ($caseId = $this -> getCaseIdFromCaseNumber($email -> name, $c)) {
$c -> retrieve($caseId);
if (($c -> status == "Closed") || ($c -> status == "Rejected")) {//Amol
$c -> status = "ReOpened";
} else {
$c -> status = "FollowUp";
}
$c -> save();
$email -> retrieve($email -> id);
//assign the case info to parent id and parent type so that the case can be linked to the email on Email Save
$email -> parent_type = "Cases";
$email -> parent_id = $caseId;
// assign the email to the case owner
$GLOBALS['log'] -> fatal('Case - cassigned_user_id11: ' . $c->assigned_user_id);
$GLOBALS['log'] -> fatal('Case - caseId Id11: ' . $caseId);
$GLOBALS['log'] -> fatal('emailid11: ' . $email->id);
$qry_user = "SELECT status FROM users WHERE id='" . $c->assigned_user_id . "' LIMIT 1";
$res_user = $this -> db -> query($qry_user, true);
$resultUser = $this -> db -> fetchByAssoc($res_user);
$status = $resultUser['status'];
if($status != 'Active'){
$qry_db = "SELECT id FROM users WHERE is_group=0 AND deleted = 0 AND status = 'active' AND department='CS' ORDER BY RAND() LIMIT 1";
$res_db = $this -> db ->query($qry_db, true);
$fetch_db = $this -> db -> fetchByAssoc($res_db);
if (is_array($fetch_db) && count($fetch_db) > 0) {
$email->assigned_user_id = $fetch_db['id'];
$c -> assigned_user_id = $email->assigned_user_id;
$c -> save();
} else {
$GLOBALS['log'] -> fatal('User Not Present in Users table');
}
}
else{
$email->assigned_user_id = $c->assigned_user_id;
//$email->assigned_user_id = $c->assigned_user_id;
$email->save();
$GLOBALS['log']->debug('InboundEmail found exactly 1 match for a case: '.$c->name);
return true;
} // if
return false;
} // fn
全部， 我最近正在研究 SugarCRM。我们更新了 handleCreateCase 函数 InboundMail 模块。 在这个模块中，我们必须将任何案例分配给活跃用户。 假设任何用户正在处理案件，但现在他离开了公司 所以我们停用了他的帐户，但现在客户将重播案例 这个案例分配给那个用户所以我们在分配案例之前检查这个 用户是否活跃
所以我写了这些代码，
**// Write The Code for Active User -**
$qry_user = "SELECT status FROM users WHERE id='" . $assign_id . "' LIMIT 1";
$res_user = $this -> db -> query($qry_user, true);
$resultUser = $this -> db -> fetchByAssoc($res_user);
$status = $resultUser['status'];
if($status != 'Active'){
$GLOBALS['log'] -> fatal('Not Active User'. $assign_id);
$qry_db = "SELECT id FROM users WHERE is_group=0 AND deleted = 0 AND status = 'active' ORDER BY RAND() LIMIT 1";
$res_db = $this -> db ->query($qry_db, true);
$fetch_db = $this -> db -> fetchByAssoc($res_db);
if (is_array($fetch_db) && count($fetch_db) > 0) {
$assign_id = $fetch_db['id'];
} else {
$GLOBALS['log'] -> fatal('User Not Present in Users table');
}
}
else{
$assign_id = $assign_id;
}
分配案例之前。
我已经编写了必须分配给活跃用户的跟进案例代码，但它不起作用请帮我解决这些问题.... 代码：
function handleCreateCase($email, $userId) {
global $current_user, $mod_strings, $current_language;
$mod_strings = return_module_language($current_language, "Emails");
$GLOBALS['log']->debug('In handleCreateCase');
$c = new aCase();
$this->getCaseIdFromCaseNumber($email->name, $c);
if (!$this->handleCaseAssignment($email) && $this->isMailBoxTypeCreateCase()) {
// create a case
$GLOBALS['log']->debug('retrieveing email');
$email->retrieve($email->id);
$c = new aCase();
/*Amol If Have open case from this email*/
$new_case = 1;
//create new case?
$skip_checking = 0;
// skip mailbox for attached into existing case?
$email_from = $email -> from_addr;
$sql = "SELECT c.id FROM cases c INNER JOIN emails e on e.parent_id=c.id INNER JOIN emails_text et on et.email_id=e.id WHERE ( c.`status`='New' OR c.`status`='FollowUp' OR c.`status`='PartsReqCompleted' ) AND et.from_addr LIKE '%" . $email_from . "%' ORDER BY c.date_entered DESC LIMIT 1"; //Amol
$results = $this -> db -> query($sql, true);
$row_c = $this -> db -> fetchByAssoc($results);
$skip_emailboxes = $this -> get_stored_options('create_case_skip_emails', "");
// skip mailboxes
if (!empty($skip_emailboxes)) {
$case_skip_followup_mailboxes_from = explode(',', $skip_emailboxes);
if (in_array($email_from, $case_skip_followup_mailboxes_from)) {
$skip_checking = 1;
}
}
if (strpos((trim(strtolower($email->to_addrs))), "xxx@xxx.xxx") !== false) {
$fixedstring = "CASE";
if(count($row_c) <= 0){
if (strpos($email->name, $fixedstring) !== false) {
list($first_str, $second_str) = explode('[CASE:', $subject);
list($first_string, $second_string) = explode(']', $second_str);
$caseId = $first_string;
$new_case=0; // Already exist case
}else{
$new_case=1; // New Case
}
}
else{
$new_case=1;
}else{
preg_match("/Name:(.*)/", $email -> description, $data);
$mailer_name = trim($data[1]);
$email_sender= $email->reply_to_email;
$sql_acc = "SELECT eabr.bean_id, eabr.bean_module FROM email_addr_bean_rel eabr JOIN email_addresses ea ON (ea.id = eabr.email_address_id) WHERE eabr.deleted=0 AND ea.email_address = '$email_sender' AND eabr.bean_module='Accounts'";
$res = $this->db->query($sql_acc);
$id;
while ($row = $GLOBALS['db']->fetchByAssoc($res)) {
$id = $row['bean_id'];
}
if(is_null($id)){
$mailer_name = mysql_escape_string($mailer_name);
$acc_id=create_guid();
$id = $acc_id;
$insert_acc="INSERT INTO `accounts`(`id`, `name`) VALUES ('$acc_id','$mailer_name')";
$this->db->query($insert_acc);
$email_add_id = create_guid();
$email_sender_upper = strtoupper($email_sender);
$insert_emai_add="INSERT INTO `email_addresses`(`id`, `email_address`, `email_address_caps`) VALUES ('$email_add_id','$email_sender','$email_sender_upper')";
$this->db->query($insert_emai_add);
$relation_id = create_guid();
$insert_rel="INSERT INTO `email_addr_bean_rel`(`id`, `email_address_id`, `bean_id`, `bean_module`) VALUES ('$relation_id','$email_add_id','$acc_id','Accounts')";
$this->db->query($insert_rel);
}
$c -> account_id = $id;
}
$c -> description = $email -> description;
/* Asssign Case*/
if ($new_case) {
$createCaseAssignId = $this -> get_stored_options('create_case_user_id', "");
} else {
$createCaseAssignId = '';
}
if (!empty($createCaseAssignId)) {
$case_assign_uids = explode(',', $createCaseAssignId);
//check for last assigned
$query = "SELECT * FROM case_email_quene WHERE mailbox_id = '" . $this -> id . "' LIMIT 1 ";
$results = $this -> db -> query($query, true);
$row = $this -> db -> fetchByAssoc($results);
if (is_array($row) && count($row) > 0) {
if ($row['last_uid'] == end($case_assign_uids)) {
$query = "UPDATE case_email_quene SET last_uid='" . $case_assign_uids[0] . "' WHERE mailbox_id = '" . $this -> id . "' ";
$results = $this -> db -> query($query, true);
$assign_id = $case_assign_uids[0];
} else {// if not end of array
$keys = array_keys($case_assign_uids, $row['last_uid']);
if (is_array($keys) && count($keys) > 0) {//if we have this user selected
$new_key = $keys[0] + 1;
$query = "UPDATE case_email_quene SET last_uid='" . $case_assign_uids[$new_key] . "' WHERE mailbox_id = '" . $this -> id . "' ";
$results = $this -> db -> query($query, true);
$assign_id = $case_assign_uids[$new_key];
} else {// if record was updated
$query = "UPDATE case_email_quene SET last_uid='" . $case_assign_uids[0] . "' WHERE mailbox_id = '" . $this -> id . "' ";
$results = $this -> db -> query($query, true);
$assign_id = $case_assign_uids[0];
}
}
} else {//but if not registered?
$query = "INSERT INTO case_email_quene (mailbox_id,last_uid) VALUES ('" . $this -> id . "','" . $case_assign_uids[0] . "') ";
$results = $this -> db -> query($query, true);
$assign_id = $case_assign_uids[0];
}
//$this->id mailbox id
$GLOBALS['log'] -> fatal('New Case - User Id: ' . $assign_id);
**// Write The Code for Active User -**
$qry_user = "SELECT status FROM users WHERE id='" . $assign_id . "' LIMIT 1";
$res_user = $this -> db -> query($qry_user, true);
$resultUser = $this -> db -> fetchByAssoc($res_user);
$status = $resultUser['status'];
if($status != 'Active'){
$GLOBALS['log'] -> fatal('Not Active User'. $assign_id);
$qry_db = "SELECT id FROM users WHERE is_group=0 AND deleted = 0 AND status = 'active' ORDER BY RAND() LIMIT 1";
$res_db = $this -> db ->query($qry_db, true);
$fetch_db = $this -> db -> fetchByAssoc($res_db);
if (is_array($fetch_db) && count($fetch_db) > 0) {
$assign_id = $fetch_db['id'];
} else {
$GLOBALS['log'] -> fatal('User Not Present in Users table');
}
}
else{
$assign_id = $assign_id;
}
$c -> assigned_user_id = $assign_id;
} elseif ($new_case) {
/*check if database not empty then empty it*/
$query = "SELECT * FROM case_email_quene WHERE mailbox_id = '" . $this -> id . "' LIMIT 1 ";
$results = $this -> db -> query($query, true);
$row_id = $this -> db -> fetchByAssoc($results);
if (is_array($row_id) && count($row_id) > 0) {
$query = "DELETE FROM case_email_quene WHERE mailbox_id = '" . $this -> id . "' ";
$results = $this -> db -> query($query, true);
}
$GLOBALS['log'] -> fatal('Existing Case - User Id: ' . $userId);
$c -> assigned_user_id = $userId;
}
我解决了这个问题，
请将代码放在 handleCaseAssignment()
function handleCaseAssignment($email) {
$c = new aCase();
if ($caseId = $this -> getCaseIdFromCaseNumber($email -> name, $c)) {
$c -> retrieve($caseId);
if (($c -> status == "Closed") || ($c -> status == "Rejected")) {//Amol
$c -> status = "ReOpened";
} else {
$c -> status = "FollowUp";
}
$c -> save();
$email -> retrieve($email -> id);
//assign the case info to parent id and parent type so that the case can be linked to the email on Email Save
$email -> parent_type = "Cases";
$email -> parent_id = $caseId;
// assign the email to the case owner
$GLOBALS['log'] -> fatal('Case - cassigned_user_id11: ' . $c->assigned_user_id);
$GLOBALS['log'] -> fatal('Case - caseId Id11: ' . $caseId);
$GLOBALS['log'] -> fatal('emailid11: ' . $email->id);
$qry_user = "SELECT status FROM users WHERE id='" . $c->assigned_user_id . "' LIMIT 1";
$res_user = $this -> db -> query($qry_user, true);
$resultUser = $this -> db -> fetchByAssoc($res_user);
$status = $resultUser['status'];
if($status != 'Active'){
$qry_db = "SELECT id FROM users WHERE is_group=0 AND deleted = 0 AND status = 'active' AND department='CS' ORDER BY RAND() LIMIT 1";
$res_db = $this -> db ->query($qry_db, true);
$fetch_db = $this -> db -> fetchByAssoc($res_db);
if (is_array($fetch_db) && count($fetch_db) > 0) {
$email->assigned_user_id = $fetch_db['id'];
$c -> assigned_user_id = $email->assigned_user_id;
$c -> save();
} else {
$GLOBALS['log'] -> fatal('User Not Present in Users table');
}
}
else{
$email->assigned_user_id = $c->assigned_user_id;
//$email->assigned_user_id = $c->assigned_user_id;
$email->save();
$GLOBALS['log']->debug('InboundEmail found exactly 1 match for a case: '.$c->name);
return true;
} // if
return false;
} // fn