kyTicket.php

<?php
require_once('kyObjectBase.php');

/**
 * Part of PHP client to REST API of Kayako v4 (Kayako Fusion). Compatible with version 4.01.240.
 * Compatible with Kayako version >= 4.01.240.
 *
 * Kayako Ticket object.
 *
 * @link http://wiki.kayako.com/display/DEV/REST+-+Ticket
 * @author Tomasz Sawicki (https://github.com/Furgas)
 */
class kyTicket extends kyObjectBase {

	const FLAG_NONE = 0;
	const FLAG_PURPLE = 1;
	const FLAG_ORANGE = 2;
	const FLAG_GREEN = 3;
	const FLAG_YELLOW = 4;
	const FLAG_RED = 5;
	const FLAG_BLUE = 6;

	const CREATOR_AUTO = 0;
	const CREATOR_STAFF = 1;
	const CREATOR_USER = 2;
	const CREATOR_CLIENT = 2;

	const CREATION_MODE_SUPPORTCENTER = 1;
	const CREATION_MODE_STAFFCP = 2;
	const CREATION_MODE_EMAIL = 3;
	const CREATION_MODE_API = 4;
	const CREATION_MODE_SITEBADGE = 5;

	const CREATION_TYPE_DEFAULT = 1;
	const CREATION_TYPE_PHONE = 2;

	/**
	 * Flag for searching using query - search the Ticket ID & Mask ID.
	 * @var string
	 */
	const SEARCH_TICKET_ID = 'ticketid';

	/**
	 * Flag for searching using query - search the Ticket Post Contents.
	 * @var string
	 */
	const SEARCH_CONTENTS = 'contents';

	/**
	 * Flag for searching using query - search the Full Name & Email.
	 * @var string
	 */
	const SEARCH_AUTHOR = 'author';

	/**
	 * Flag for searching using query - search the Email Address (Ticket & Posts).
	 * @var string
	 */
	const SEARCH_EMAIL = 'email';

	/**
	 * Flag for searching using query - search the Email Address (only Tickets).
	 * @var string
	 */
	const SEARCH_CREATOR_EMAIL = 'creatoremail';

	/**
	 * Flag for searching using query - search the Full Name.
	 * @var string
	 */
	const SEARCH_FULL_NAME = 'fullname';

	/**
	 * Flag for searching using query - search the Ticket Notes.
	 * @var string
	 */
	const SEARCH_NOTES = 'notes';

	/**
	 * Flag for searching using query - search the User Group.
	 * @var string
	 */
	const SEARCH_USER_GROUP = 'usergroup';

	/**
	 * Flag for searching using query - search the User Organization.
	 * @var string
	 */
	const SEARCH_USER_ORGANIZATION = 'userorganization';

	/**
	 * Flag for searching using query - search the User (Full Name, Email).
	 * @var string
	 */
	const SEARCH_USER = 'user';

	/**
	 * Flag for searching using query - search the Ticket Tags.
	 * @var string
	 */
	const SEARCH_TAGS = 'tags';

	static protected $controller = '/Tickets/Ticket';
	static protected $object_xml_name = 'ticket';

	static private $default_status_id = null;
	static private $default_priority_id = null;
	static private $default_type_id = null;
	static private $auto_create_user = true;

	private $id = null;
	private $flag_type = null;
	private $display_id = null;
	private $department_id = null;
	private $status_id = null;
	private $priority_id = null;
	private $type_id = null;
	private $user_id = null;
	private $user_organization_name = null;
	private $user_organization_id = null;
	private $owner_staff_id = null;
	private $owner_staff_name = null;
	private $full_name = null;
	private $email = null;
	private $last_replier = null;
	private $subject = null;
	private $creation_time = null;
	private $last_activity = null;
	private $last_staff_reply = null;
	private $last_user_reply = null;
	private $sla_plan_id = null;
	private $next_reply_due = null;
	private $resolution_due = null;
	private $replies = null;
	private $ip_address = null;
	private $creator = null;
	private $creation_mode = null;
	private $creation_type = null;
	private $is_escalated = null;
	private $escalation_rule_id = null;
	private $tags = null;
	private $watchers = array();
	private $workflows = array();
	private $notes = null;
	private $time_tracks = null;
	private $posts = null;
	private $attachments = null;
	private $custom_field_groups = null;
	static private $statistics = null;

	private $contents = null;
	private $creator_id = null;

	/**
	 * Sets default status, priority and type for newly created tickets.
	 *
	 * @param int $status_id Default ticket status identifier.
	 * @param int $priority_id Default ticket priority identifier.
	 * @param int $type_id Default ticket type identifier.
	 * @param bool $auto_create_user True to automatically create user if none is provided as creator. False otherwise.
	 */
	static public function setDefaults($status_id, $priority_id, $type_id, $auto_create_user = true) {
		self::$default_status_id = $status_id;
		self::$default_priority_id = $priority_id;
		self::$default_type_id = $type_id;
		self::$auto_create_user = $auto_create_user;
	}

	protected function parseData($data) {
		$this->id = intval($data['_attributes']['id']);
		$this->flag_type = intval($data['_attributes']['flagtype']);
		$this->display_id = $data['displayid'];
		$this->department_id = intval($data['departmentid']);
		$this->status_id = intval($data['statusid']);
		$this->priority_id = intval($data['priorityid']);
		$this->type_id = intval($data['typeid']);
		$this->user_id = intval($data['userid']);
		$this->user_organization_name = $data['userorganization'];
		$this->user_organization_id = intval($data['userorganizationid']);
		$this->owner_staff_id = intval($data['ownerstaffid']);
		if ($this->owner_staff_id === 0)
			$this->owner_staff_id = null;
		$this->owner_staff_name = $data['ownerstaffname'];
		$this->full_name = $data['fullname'];
		$this->email = $data['email'];
		$this->last_replier = $data['lastreplier'];
		$this->subject = $data['subject'];
		$this->creation_time = intval($data['creationtime']) > 0 ? date(self::$datetime_format, $data['creationtime']) : null;
		$this->last_activity = intval($data['lastactivity']) > 0 ? date(self::$datetime_format, $data['lastactivity']) : null;
		$this->last_staff_reply = intval($data['laststaffreply']) > 0 ? date(self::$datetime_format, $data['laststaffreply']) : null;
		$this->last_user_reply = intval($data['lastuserreply']) > 0 ? date(self::$datetime_format, $data['lastuserreply']) : null;
		$this->sla_plan_id = intval($data['slaplanid']);
		$this->next_reply_due = intval($data['nextreplydue']) > 0 ? date(self::$datetime_format, $data['nextreplydue']) : null;
		$this->resolution_due = intval($data['resolutiondue']) > 0 ? date(self::$datetime_format, $data['resolutiondue']) : null;
		$this->replies = intval($data['replies']);
		$this->ip_address = $data['ipaddress'];
		$this->creator = intval($data['creator']);
		$this->creation_mode = intval($data['creationmode']);
		$this->creation_type = intval($data['creationtype']);
		$this->is_escalated = intval($data['isescalated']) === 0 ? false : true;
		$this->escalation_rule_id = intval($data['escalationruleid']);
		$this->tags = $data['tags'];

		if (array_key_exists('watcher', $data)) {
			foreach ($data['watcher'] as $watcher) {
				$this->watchers[] = array('staff_id' => $watcher['_attributes']['staffid'], 'name' => $watcher['_attributes']['name']);
			}
		}

		if (array_key_exists('workflow', $data)) {
			foreach ($data['workflow'] as $workflow) {
				$this->workflows[] = array('id' => $workflow['_attributes']['id'], 'title' => $workflow['_attributes']['title']);
			}
		}

		/**
		 * Notes and time tracks.
		 */
		if (array_key_exists('note', $data)) {
			foreach ($data['note'] as $note_data) {
				/*
				 * Workaround for TimeTrack object - if "timeworked" key is present than it's a time track.
				 */
				if (array_key_exists('timeworked', $note_data['_attributes'])) {
					if ($this->time_tracks === null)
						$this->time_tracks = array();

					$this->time_tracks[] = new kyTicketTimeTrack($note_data);
				} else {
					if ($this->notes === null)
						$this->notes = array();

					$this->notes[] = new kyTicketNote($note_data);
				}
			}
		}

		/**
		 * Posts.
		 */
		if (array_key_exists('posts', $data)) {
			$this->posts = array();
			foreach ($data['posts'][0]['post'] as $post_data) {
				$this->posts[] = new kyTicketPost($post_data);
			}
		}
	}

	protected function buildData($method) {
		$data = array();

		$data['subject'] = $this->subject;
		$data['fullname'] = $this->full_name;
		$data['email'] = $this->email;
		$data['contents'] = $this->contents;
		$data['departmentid'] = $this->department_id;
		$data['ticketstatusid'] = $this->status_id;
		$data['ticketpriorityid'] = $this->priority_id;
		$data['tickettypeid'] = $this->type_id;
		switch ($this->creator) {
			case self::CREATOR_STAFF:
				$data['staffid']  = $this->creator_id;
				break;
			case self::CREATOR_USER:
				$data['userid']  = $this->creator_id;
				break;
			case self::CREATOR_AUTO:
				$data['autouserid'] = true;
				break;
		}

		if ($this->owner_staff_id > 0)
			$data['ownerstaffid'] = $this->owner_staff_id;

		$data['type'] = $this->creation_type;

		return $data;
	}

	/**
	 * Searches for tickets based on provided data. You must provide at least one department identifier.
	 *
	 * @param kyDepartment|kyResultSet $departments Non-empty list of department identifiers.
	 * @param kyTicketStatus|kyResultSet $ticket_statuses List of ticket status identifiers.
	 * @param kyStaff|kyResultSet $owner_staffs List of staff (ticket owners) identifiers.
	 * @param kyUser|kyResultSet $users List of user (ticket creators) identifiers.
	 * @return kyResultSet
	 */
	static public function getAll($departments, $ticket_statuses = array(), $owner_staffs = array(), $users = array()) {
		$search_parameters = array('ListAll');

		$department_ids = array();
		if ($departments instanceof kyDepartment) {
			$department_ids = array($departments->getId());
		} elseif ($departments instanceof kyResultSet) {
			$department_ids = $departments->collectId();
		}

		//department
		if (count($department_ids) === 0)
			throw new Exception('You must provide at least one department to search for tickets.');

		$ticket_status_ids = array();
		if ($ticket_statuses instanceof kyTicketStatus) {
			$ticket_status_ids = array($ticket_statuses->getId());
		} elseif ($ticket_statuses instanceof kyResultSet) {
			$ticket_status_ids = $ticket_statuses->collectId();
		}

		$owner_staff_ids = array();
		if ($owner_staffs instanceof kyStaff) {
			$owner_staff_ids = array($owner_staffs->getId());
		} elseif ($owner_staffs instanceof kyResultSet) {
			$owner_staff_ids = $owner_staffs->collectId();
		}

		$user_ids = array();
		if ($users instanceof kyUser) {
			$user_ids = array($users->getId());
		} elseif ($users instanceof kyResultSet) {
			$user_ids = $users->collectId();
		}

		$search_parameters[] = implode(',', $department_ids);

		//ticket status
		if (count($ticket_status_ids) > 0)
			$search_parameters[] = implode(',', $ticket_status_ids);
		else
			$search_parameters[] = '-1';

		//owner staff
		if (count($owner_staff_ids) > 0)
			$search_parameters[] = implode(',', $owner_staff_ids);
		else
			$search_parameters[] = '-1';

		//user
		if (count($user_ids) > 0)
			$search_parameters[] = implode(',', $user_ids);
		else
			$search_parameters[] = '-1';

		return parent::getAll($search_parameters);
	}

	/**
	 * Searches objects from server using query and search flags.
	 * Example:
	 * kyTicket::search("something", array(kyTicket::SEARCH_CONTENTS, kyTicket::SEARCH_NOTES));
	 *
	 * @param string $query What to search for.
	 * @param array $areas List of areas where to search for as array with kyTicket::SEARCH_ constants.
	 * @return kyResultSet
	 */
	static public function search($query, $areas) {
		$data = array();
		$data['query'] = $query;

		foreach ($areas as $area) {
			$data[$area] = 1;
		}

		$result = static::_post(array(), $data, '/Tickets/TicketSearch');

		$objects = array();
		if (array_key_exists(static::$object_xml_name, $result)) {
			foreach ($result[static::$object_xml_name] as $object_data) {
				$objects[] = new static($object_data);
			}
		}
		return new kyResultSet($objects);
	}

	public function toString() {
		return sprintf("%s %s (creator: %s)", $this->getDisplayId(), $this->getSubject(), $this->getFullName());
	}

	public function getId($complete = false) {
		return $complete ? array($this->id) : $this->id;
	}

	/**
	 * Sets the creator of this ticket.
	 *
	 * @param int $type Creator type. One of self::CREATOR_* constants.
	 * @param string $full_name Full name of creator.
	 * @param string $email E-mail of creator.
	 * @param int $id Creator (user of staff) identifier. Not necessary for type CREATOR_AUTO.
	 * @return kyTicket
	 */
	public function setCreator($type, $full_name, $email, $id = null) {
		$this->creator = $type;
		$this->full_name = $full_name;
		$this->email = $email;
		$this->creator_id = $id;
		return $this;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getFlagType() {
		return $this->flag_type;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getDisplayId() {
		return $this->display_id;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getDepartmentId() {
		return $this->department_id;
	}

	/**
	 *
	 * @param int $department_id
	 * @return kyTicket
	 */
	public function setDepartmentId($department_id) {
		$this->department_id = $department_id;
		return $this;
	}

	/**
	 *
	 * @todo Cache the result in object private field.
	 * @return kyDepartment
	 */
	public function getDepartment() {
		if ($this->department_id === null || $this->department_id <= 0)
			return null;

		return kyDepartment::get($this->department_id);
	}

	/**
	 *
	 * @param kyDepartment $department
	 * @return kyTicket
	 */
	public function setDepartment($department) {
		$this->department_id = $department->getId();
		return $this;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getStatusId() {
		return $this->status_id;
	}

	/**
	 *
	 * @param int $status_id
	 * @return kyTicket
	 */
	public function setStatusId($status_id) {
		$this->status_id = $status_id;
		return $this;
	}

	/**
	 *
	 * @todo Cache the result in object private field.
	 * @return kyTicketStatus
	 */
	public function getStatus() {
		if ($this->status_id === null || $this->status_id <= 0)
			return null;

		return kyTicketStatus::get($this->status_id);
	}

	/**
	 *
	 * @param kyTicketStatus $ticket_status
	 * @return kyTicket
	 */
	public function setStatus($ticket_status) {
		$this->status_id = $ticket_status->getId();
		return $this;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getPriorityId() {
		return $this->priority_id;
	}

	/**
	 *
	 * @param int $priority_id
	 * @return kyTicket
	 */
	public function setPriorityId($priority_id) {
		$this->priority_id = $priority_id;
		return $this;
	}

	/**
	 *
	 * @todo Cache the result in object private field.
	 * @return kyTicketPriority
	 */
	public function getPriority() {
		if ($this->priority_id === null || $this->priority_id <= 0)
			return null;

		return kyTicketPriority::get($this->priority_id);
	}

	/**
	 *
	 * @param kyTicketPriority $ticket_priority
	 * @return kyTicket
	 */
	public function setPriority($ticket_priority) {
		$this->priority_id = $ticket_priority->getId();
		return $this;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getTypeId() {
		return $this->type_id;
	}

	/**
	 *
	 * @param int $type_id
	 * @return kyTicket
	 */
	public function setTypeId($type_id) {
		$this->type_id = $type_id;
		return $this;
	}

	/**
	 *
	 * @todo Cache the result in object private field.
	 * @return kyTicketType
	 */
	public function getType() {
		if ($this->type_id === null || $this->type_id <= 0)
			return null;

		return kyTicketType::get($this->type_id);
	}

	/**
	 *
	 * @param kyTicketType $ticket_type
	 * @return kyTicket
	 */
	public function setType($ticket_type) {
		$this->type_id = $ticket_type->getId();
		return $this;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getUserId() {
		return $this->user_id;
	}

	/**
	 *
	 * @todo Cache the result in object private field.
	 * @return kyUser
	 */
	public function getUser() {
		if ($this->user_id === null || $this->user_id <= 0)
			return null;

		return kyUser::get($this->user_id);
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getUserOrganizationName() {
		return $this->user_organization_name;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getUserOrganizationId() {
		return $this->user_organization_id;
	}

	/**
	 *
	 * @todo Cache the result in object private field.
	 * @return kyUserOrganization
	 */
	public function getUserOrganization() {
		if ($this->user_organization_id === null || $this->user_organization_id <= 0)
			return null;

		return kyUserOrganization::get($this->user_organization_id);
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getOwnerStaffName() {
		return $this->owner_staff_name;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getOwnerStaffId() {
		return $this->owner_staff_id;
	}

	/**
	 *
	 * @param int $owner_staff_id
	 * @return kyTicket
	 */
	public function setOwnerStaffId($owner_staff_id) {
		$this->owner_staff_id = $owner_staff_id;
		return $this;
	}

	/**
	 *
	 * @todo Cache the result in object private field.
	 * @return kyStaff
	 */
	public function getOwnerStaff() {
		if ($this->owner_staff_id === null || $this->owner_staff_id <= 0)
			return null;

		return kyStaff::get($this->owner_staff_id);
	}

	/**
	 *
	 * @param kyStaff $owner_staff
	 * @return kyTicket
	 */
	public function setOwnerStaff($owner_staff) {
		$this->owner_staff_id = $owner_staff->getId();
		return $this;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getFullName() {
		return $this->full_name;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getEmail() {
		return $this->email;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getLastReplier() {
		return $this->last_replier;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getSubject() {
		return $this->subject;
	}

	/**
	 *
	 * @param string $subject
	 * @return kyTicket
	 */
	public function setSubject($subject) {
		$this->subject = $subject;
		return $this;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getCreationTime() {
		return $this->creation_time;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getLastActivity() {
		return $this->last_activity;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getLastStaffReply() {
		return $this->last_staff_reply;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getLastUserReply() {
		return $this->last_user_reply;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 */
	public function getSLAPlanId() {
		return $this->sla_plan_id;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getNextReplyDue() {
		return $this->next_reply_due;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getResolutionDue() {
		return $this->resolution_due;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getReplies() {
		return $this->replies;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 * @orderBy()
	 */
	public function getIPAddress() {
		return $this->ip_address;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getCreatorType() {
		return $this->creator;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getCreationMode() {
		return $this->creation_mode;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 * @orderBy()
	 */
	public function getCreationType() {
		return $this->creation_type;
	}

	/**
	 *
	 * @param int $creation_type
	 * @return kyTicket
	 */
	public function setCreationType($creation_type) {
		$this->creation_type = $creation_type;
		return $this;
	}

	/**
	 *
	 * @return bool
	 * @filterBy()
	 * @orderBy()
	 */
	public function getIsEscalated() {
		return $this->is_escalated;
	}

	/**
	 *
	 * @return int
	 * @filterBy()
	 */
	public function getEscalationRuleId() {
		return $this->escalation_rule_id;
	}

	/**
	 *
	 * @return string
	 * @filterBy()
	 */
	public function getTags() {
		return $this->tags;
	}

	/**
	 * Returns tickets watchers.
	 * Format of returned array:
	 * array(
	 *   array(
	 *     'staff_id' => <staff identifier>,
	 *     'name' => '<staff full name>'
	 *   ),
	 *   ...
	 * )
	 *
	 * @return array
	 */
	public function getWatchers() {
		return $this->watchers;
	}

	/**
	 * Returns tickets workflows.
	 * Format of returned array:
	 * array(
	 *   array(
	 *     'id' => <workflow identifier>,
	 *     'title' => '<workflow title>'
	 *   ),
	 *   ...
	 * )
	 *
	 * @return array
	 */
	public function getWorkflows() {
		return $this->workflows;
	}

	/**
	 * Returns list of ticket notes. Result is cached.
	 *
	 * @param bool $reload True to reload notes from server.
	 * @return kyResultSet
	 */
	public function getNotes($reload = false) {
		if ($this->notes === null || $reload) {
			$this->notes = kyTicketNote::getAll($this->getId());
		}
		return new kyResultSet($this->notes);
	}

	/**
	 * Returns list of ticket time tracks. Result is cached.
	 *
	 * @param bool $reload True to reload time tracks from server.
	 * @return kyResultSet
	 */
	public function getTimeTracks($reload = false) {
		if ($this->time_tracks === null || $reload) {
			$this->time_tracks = kyTicketTimeTrack::getAll($this->getId());
		}
		return new kyResultSet($this->time_tracks);
	}

	/**
	 * Returns list of ticket posts. Result is cached.
	 *
	 * @param bool $reload True to reload posts from server.
	 * @return kyResultSet
	 */
	public function getPosts($reload = false) {
		if ($this->posts === null || $reload) {
			$this->posts = kyTicketPost::getAll($this->getId());
		}
		return new kyResultSet($this->posts);
	}

	/**
	 * Returns first post of ticket.
	 *
	 * @return kyTicketPost
	 */
	public function getFirstPost() {
		return reset($this->getPosts());
	}

	/**
	 * Returns list of attachments in all posts of this ticket. Result is cached.
	 *
	 * @param bool $reload True to reload attachments from server.
	 * @return kyTicketAttachment[]
	 */
	public function getAttachments($reload = false) {
		if ($this->attachments === null || $reload) {
			$this->attachments = kyTicketAttachment::getAll($this->id);
		}
		return $this->attachments;
	}

	/**
	 *
	 * @param string $contents
	 * @return kyTicket
	 */
	public function setContents($contents) {
		$this->contents = $contents;
		return $this;
	}

	/**
	 * Returns list of custom field groups for this ticket.
	 * Result is cached until the end of script.
	 *
	 * @param bool $reload True to reload data from server. False to use the cached value (if present).
	 * @return
	 */
	public function getCustomFieldGroups($reload = false) {
		if ($this->custom_field_groups !== null && !$reload)
			return $this->custom_field_groups;

		$this->custom_field_groups = kyTicketCustomFieldGroup::getAll($this->getId());
		return $this->custom_field_groups;
	}

	/**
	 * Generic method for creating new ticket (without setting creator).
	 *
	 * @param kyDepartment $department Department where new ticket will be created.
	 * @param string $contents Contents of the first post.
	 * @param string $subject Subject of new ticket.
	 * @return kyTicket
	 */
	static private function createNewGeneric($department, $contents, $subject) {
		$new_ticket = new kyTicket();
		$new_ticket->setStatusId(self::$default_status_id);
		$new_ticket->setPriorityId(self::$default_priority_id);
		$new_ticket->setTypeId(self::$default_type_id);
		$new_ticket->setDepartment($department);
		$new_ticket->setSubject($subject);
		$new_ticket->setContents($contents);
		return $new_ticket;
	}

	/**
	 * Creates new ticket with implicit user or staff as creator.
	 * WARNING: Data is not sent to Kayako unless you explicitly call create() on this method's result.
	 *
	 * @param kyDepartment $department Department where new ticket will be created.
	 * @param kyUser|kyStaff $creator Creator (User or Staff) of new ticket.
	 * @param string $contents Contents of the first post.
	 * @param string $subject Subject of new ticket.
	 * @return kyTicket
	 */
	static public function createNew(kyDepartment $department, $creator, $contents, $subject) {
		$new_ticket = self::createNewGeneric($department, $contents, $subject);
		if ($creator instanceOf kyUser) {
			$new_ticket->setCreator(self::CREATOR_USER, $creator->getFullName(), $creator->getEmail(), $creator->getId());
		} elseif ($creator instanceOf kyStaff) {
			$new_ticket->setCreator(self::CREATOR_STAFF, $creator->getFullName(), $creator->getEmail(), $creator->getId());
		}
		return $new_ticket;
	}

	/**
	 * Creates new ticket with creator user automatically created by server using provided name and e-mail.
	 * WARNING: Data is not sent to Kayako unless you explicitly call create() on this method's result.
	 *
	 * @param kyDepartment $department Department where new ticket will be created.
	 * @param string $creator_full_name Creator full name.
	 * @param string $creator_email Creator e-mail.
	 * @param string $contents Contents of the first post.
	 * @param string $subject Subject of new ticket.
	 * @return kyTicket
	 */
	static public function createNewAuto(kyDepartment $department, $creator_full_name, $creator_email, $contents, $subject) {
		$new_ticket = self::createNewGeneric($department, $contents, $subject);
		$new_ticket->setCreator(self::CREATOR_AUTO, $creator_full_name, $creator_email);
		return $new_ticket;
	}

	/**
	 * Creates new post in this ticket.
	 * WARNING: Data is not sent to Kayako unless you explicitly call create() on this method's result.
	 *
	 * @param kyUser|kyStaff $creator Creator (User or Staff) of new post.
	 * @param string $contents Contents of new post.
	 * @param string $subject Subject of new post (it's not displayed anywhere in Kayako so I don't see why it's required in API hence the default value).
	 * @return kyTicketPost
	 */
	public function newPost($creator, $contents, $subject = 'No subject') {
		return kyTicketPost::createNew($this, $creator, $contents, $subject);
	}

	/**
	 * Creates new note in this ticket.
	 * WARNING: Data is not sent to Kayako unless you explicitly call create() on this method's result.
	 *
	 * @param kyStaff $creator Creator (staff) of new note.
	 * @param string $contents Contents of new note.
	 * @return kyTicketNote
	 */
	public function newNote(kyStaff $creator, $contents) {
		return kyTicketNote::createNew($this, $creator, $contents);
	}

	/**
	 * Creates new ticket time track for this ticket.
	 * WARNING: Data is not sent to Kayako unless you explicitly call create() on this method's result.
	 *
	 * @param string $contents Note contents.
	 * @param kyStaff $staff Staff user - both creator and worker.
	 * @param string $time_worked Worked time formatted as hh:mm. Work date will be set to current datetime.
	 * @param string $time_billable Billable time formatted as hh:mm. Bill date will be set to current datetime.
	 * @return kyTicketTimeTrack
	 */
	public function newTimeTrack($contents, kyStaff $staff, $time_worked, $time_billable) {
		return kyTicketTimeTrack::createNew($this, $contents, $staff, $time_worked, $time_billable);
	}

	/**
	 * Returns statistics for all tickets in database. Result is cached.
	 * Format or result:
	 * 	array(
	 * 		'departments' => array( //statistics per department (if there are no tickets in department then there will be no record with its id here)
	 * 			<department id> => array( //tickets assigned to department with this id
	 * 				'last_activity' => <date and time of last activity on tickets in this department>,
	 * 				'total_items' => <total amount of tickets in this department>,
	 * 				'total_unresolved_items' => <total amount of unresolved tickets in this department>,
	 * 				'ticket_statuses' => array( //statistics per ticket status in the department
	 * 					<ticket status id> => array(
	 * 						'last_activity' => <date and time of last activity on tickets with this status in this department>,
	 * 						'total_items' => <total amount of tickets with this status in this department>
	 * 					),
	 * 					...
	 * 				),
	 * 				'ticket_types' => array( //statistics per ticket type in the department
	 * 					<ticket type id> => array(
	 * 						'last_activity' => <date and time of last activity on tickets of this type in this department>,
	 * 						'total_items' => <total amount of tickets of this type in this department>,
	 * 						'total_unresolved_items' => <total amount of unresolved tickets of this type in this department>,
	 * 					),
	 * 					...,
	 * 					'unknown' => array(  //in Kayako 4.01.204 all ticket types will be unknown beacuse of a bug (http://dev.kayako.com/browse/SWIFT-1465)
	 * 						...
	 * 					)
	 * 				)
	 * 				'ticket_owners' => array( //statistics per ticket owner in the department
	 * 					<owner staff id> => array(
	 * 						'last_activity' => <date and time of last activity on tickets assigned to this staff in this department>,
	 * 						'total_items' => <total amount of tickets assigned to this staff in this department>,
	 * 						'total_unresolved_items' => <total amount of unresolved tickets assigned to this staff in this department>,
	 * 					),
	 * 					...,
	 * 					'unassigned' => array(  //tickets not assigned to any staff
	 * 						...
	 * 					)
	 * 				)
	 * 			),
	 * 			...,
	 * 			'unknown' => array( //tickets in Trash
	 * 				...
	 * 			)
	 * 		),
	 * 		'ticket_statuses' => array( //statistics per ticket status in all departments
	 * 			<ticket status id> => array(
	 * 				'last_activity' => <date and time of last activity on tickets with this status in all departments>,
	 * 				'total_items' => <total amount of tickets with this status in all departments>
	 * 			),
	 * 			...
	 * 		),
	 * 		'ticket_owners' => array( //statistics per ticket owner in all departments
	 * 			<owner staff id> => array(
	 * 				'last_activity' => <date and time of last activity on tickets assigned to this staff in all department>,
	 * 				'total_items' => <total amount of tickets assigned to this staff in all department>,
	 * 				'total_unresolved_items' => <total amount of unresolved tickets assigned to this staff in all department>,
	 * 			),
	 * 			...,
	 * 			'unassigned' => array(  //tickets not assigned to any staff no matter what department
	 * 				...
	 * 			)
	 * 		)
	 * 	)
	 *
	 * @param bool $reload True to reload statistics data from server.
	 * @return array
	 */
	static public function getStatistics($reload = false) {
		if (self::$statistics !== null && !$reload)
			return self::$statistics;

		self::$statistics = array('departments' => array(), 'ticket_statuses' => array(), 'ticket_owners' => array());
		$raw_stats = static::_get(array(), '/Tickets/TicketCount');

		foreach ($raw_stats['departments'][0]['department'] as $department_raw_stats) {
			$department_id = intval($department_raw_stats['_attributes']['id']);

			$department_stats = array();
			$department_stats['last_activity'] = intval($department_raw_stats['lastactivity']) > 0 ? date(self::$datetime_format, $department_raw_stats['lastactivity']) : null;
			$department_stats['total_items'] = $department_raw_stats['totalitems'];
			$department_stats['total_unresolved_items'] = $department_raw_stats['totalunresolveditems'];

			foreach ($department_raw_stats['ticketstatus'] as $ticket_status_raw_stats) {
				$ticket_status_id = intval($ticket_status_raw_stats['_attributes']['id']);

				$ticket_status_stats = array();
				$ticket_status_stats['last_activity'] = intval($ticket_status_raw_stats['_attributes']['lastactivity']) > 0 ? date(self::$datetime_format, $ticket_status_raw_stats['_attributes']['lastactivity']) : null;
				$ticket_status_stats['total_items'] = $ticket_status_raw_stats['_attributes']['totalitems'];

				$department_stats['ticket_statuses'][$ticket_status_id] = $ticket_status_stats;
			}

			//this is broken in Kayako 4.01.240, tickettype id is always 0 (unknown) - http://dev.kayako.com/browse/SWIFT-1465
			foreach ($department_raw_stats['tickettype'] as $ticket_type_raw_stats) {
				$ticket_type_id = intval($ticket_type_raw_stats['_attributes']['id']);

				$ticket_type_stats = array();
				$ticket_type_stats['last_activity'] = intval($ticket_type_raw_stats['_attributes']['lastactivity']) > 0 ? date(self::$datetime_format, $ticket_type_raw_stats['_attributes']['lastactivity']) : null;
				$ticket_type_stats['total_items'] = $ticket_type_raw_stats['_attributes']['totalitems'];
				$ticket_type_stats['total_unresolved_items'] = $ticket_type_raw_stats['_attributes']['totalunresolveditems'];

				$department_stats['ticket_types'][$ticket_type_id > 0 ? $ticket_type_id : 'unknown'] = $ticket_type_stats;
			}

			foreach ($department_raw_stats['ownerstaff'] as $owner_staff_raw_stats) {
				$staff_id = intval($owner_staff_raw_stats['_attributes']['id']);

				$owner_staff_stats = array();
				$owner_staff_stats['last_activity'] = intval($owner_staff_raw_stats['_attributes']['lastactivity']) > 0 ? date(self::$datetime_format, $owner_staff_raw_stats['_attributes']['lastactivity']) : null;
				$owner_staff_stats['total_items'] = $owner_staff_raw_stats['_attributes']['totalitems'];
				$owner_staff_stats['total_unresolved_items'] = $owner_staff_raw_stats['_attributes']['totalunresolveditems'];

				$department_stats['ticket_owners'][$staff_id > 0 ? $staff_id : 'unassigned'] = $owner_staff_stats;
			}

			//unknown department is for example for tickets in Trash
			self::$statistics['departments'][$department_id > 0 ? $department_id : 'unknown'] = $department_stats;
		}

		foreach ($raw_stats['statuses'][0]['ticketstatus'] as $ticket_status_raw_stats) {
			$ticket_status_id = intval($ticket_status_raw_stats['_attributes']['id']);

			$ticket_status_stats = array();
			$ticket_status_stats['last_activity'] = intval($ticket_status_raw_stats['_attributes']['lastactivity']) > 0 ? date(self::$datetime_format, $ticket_status_raw_stats['_attributes']['lastactivity']) : null;
			$ticket_status_stats['total_items'] = $ticket_status_raw_stats['_attributes']['totalitems'];

			self::$statistics['ticket_statuses'][$ticket_status_id] = $ticket_status_stats;
		}

		foreach ($raw_stats['owners'][0]['ownerstaff'] as $owner_staff_raw_stats) {
			$staff_id = intval($owner_staff_raw_stats['_attributes']['id']);

			$owner_staff_stats = array();
			$owner_staff_stats['last_activity'] = intval($owner_staff_raw_stats['_attributes']['lastactivity']) > 0 ? date(self::$datetime_format, $owner_staff_raw_stats['_attributes']['lastactivity']) : null;
			$owner_staff_stats['total_items'] = $owner_staff_raw_stats['_attributes']['totalitems'];
			$owner_staff_stats['total_unresolved_items'] = $owner_staff_raw_stats['_attributes']['totalunresolveditems'];

			self::$statistics['ticket_owners'][$staff_id > 0 ? $staff_id : 'unassigned'] = $owner_staff_stats;
		}
		return self::$statistics;
	}
}