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opensupports/server/controllers/system/stats.php

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<?php
use Respect\Validation\Validator as DataValidator;
use RedBeanPHP\Facade as RedBean;
/**
* @api {post} /system/get-stats Get overall stats
* @apiVersion 4.9.0
*
* @apiName Stats
*
* @apiGroup System
*
* @apiDescription This path retrieves the last stats.
*
* @apiPermission staff1
*
* @apiParam {Number} staffId Id of the current staff.
* @apiParam {Number[]} tags The ids of the tags for the custom stats.
* @apiParam {Number[]} dateRange The array with start and end date of the range for the custom stats.
* @apiParam {Number[]} departments The ids of the departments for the custom stats.
* @apiParam {Number[]} owners The ids of the owners for the custom stats.
*
* @apiUse NO_PERMISSION
* @apiUse INVALID_PERIOD
* @apiUse INVALID_DEPARTMENT_FILTER
* @apiUse INVALID_DATE_RANGE_FILTER
* @apiUse INVALID_OWNER_FILTER
*
* @apiSuccess {[StatList](#api-Data_Structures-ObjectStatlist)[]} data Array of the stats
*
*/
class GetStatsController extends Controller {
const PATH = '/get-stats';
const METHOD = 'POST';
private $table;
private $groupBy;
private $dateRangeFilter;
private $departmentsFilter;
private $tagsFilter;
private $ownersFilter;
public function validations() {
return [
'permission' => 'staff_1',
'requestData' => [
'dateRange' => [
'validation' => DataValidator::oneOf(DataValidator::validDateRange(), DataValidator::nullType()),
'error' => ERRORS::INVALID_DATE_RANGE_FILTER
],
'departments' => [
'validation' => DataValidator::oneOf(DataValidator::validDepartmentsId(), DataValidator::nullType()),
'error' => ERRORS::INVALID_DEPARTMENT_FILTER
],
'tags' => [
'validation' => DataValidator::oneOf(DataValidator::validTagsId(), DataValidator::nullType()),
'error' => ERRORS::INVALID_TAG_FILTER
],
'owners' => [
'validation' => DataValidator::oneOf(DataValidator::validOwnersId(), DataValidator::nullType()),
'error' => ERRORS::INVALID_OWNER_FILTER
],
]
];
}
public function handler() {
$this->table = " ticket LEFT JOIN ticketevent ON ticket.id = ticketevent.ticket_id
LEFT JOIN tag_ticket ON ticket.id = tag_ticket.ticket_id ";
$this->groupBy = " GROUP BY ticket.id ";
$this->dateRangeFilter = $this->addDateRangeFilter();
$this->departmentsFilter = $this->addDepartmentsFilter();
$this->tagsFilter = $this->addTagsFilter();
$this->ownersFilter = $this->addOwnersFilter();
Response::respondSuccess([
'created' => $this->getNumberOfCreatedTickets(),
'open' => $this->getNumberOfOpenTickets(),
'closed' => $this->getNumberOfClosedTickets(),
'instant' => $this->getNumberOfInstantTickets(),
'reopened' => $this->getNumberOfReopenedTickets(),
'created_by_hour' => $this->getNumberOfCreatedTicketsByHour(),
'created_by_weekday' => $this->getNumberOfCreatedTicketsByWeekday(),
'average_first_reply' => $this->getAverageFirstReply(),
'average_first_closed' => $this->getAverageFirstClosed(),
'average_last_closed' => $this->getAverageLastClosed(),
'average_department_hops' => $this->getAverageDepartmentHops(),
'average_staff_hops' => $this->getAverageStaffHops()
]);
}
// This function assumes there is a previous condition
private function addDateRangeFilter() {
$dateRange = json_decode(Controller::request('dateRange'));
if ($dateRange === NULL) return " ";
$sql = " AND ticket.date >= {$dateRange[0]} AND ticket.date <= {$dateRange[1]} ";
return $sql;
}
// This function assumes there is a previous condition
private function addDepartmentsFilter() {
$departments = json_decode(Controller::request('departments'));
if ($departments === NULL || empty($departments)) return " ";
$sql = " AND ";
for ($i = 0; $i < count($departments); ++$i) {
$departmentId = $departments[$i];
$departments[$i] = " ticket.department_id={$departmentId} ";
}
$sql .= '(' . join(" OR ", $departments) . ')';
return $sql;
}
// This function assumes there is a previous condition
private function addTagsFilter() {
$tags = json_decode(Controller::request('tags'));
if ($tags === NULL || empty($tags)) return " ";
$sql = " AND ";
for ($i = 0; $i < count($tags); ++$i) {
$tagId = $tags[$i];
$tags[$i] = " tag_ticket.tag_id={$tagId} ";
}
$sql .= '(' . join(" OR ", $tags) . ')';
return $sql;
}
// This function assumes there is a previous condition
private function addOwnersFilter() {
$owners = json_decode(Controller::request('owners'));
if ($owners === NULL || empty($owners)) return " ";
$sql = " AND ";
for ($i = 0; $i < count($owners); ++$i) {
$ownerId = $owners[$i];
$owners[$i] = " ticket.owner_id={$ownerId} ";
}
$sql .= '(' . join(" OR ", $owners) . ')';
return $sql;
}
public function getNumberOfCreatedTickets() {
return (int) RedBean::getCell("
SELECT
COUNT(*)
FROM
(SELECT COUNT(*) FROM {$this->table} WHERE 1=1
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}) AS Z;
");
}
public function getNumberOfOpenTickets() {
return (int) RedBean::getCell("
SELECT
COUNT(*)
FROM
(SELECT COUNT(*) FROM {$this->table} WHERE closed=0
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}) AS Z;
");
}
public function getNumberOfClosedTickets() {
return (int) RedBean::getCell("
SELECT
COUNT(*)
FROM
(SELECT COUNT(*) FROM {$this->table} WHERE closed=1
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}) AS Z;
");
}
public function getNumberOfInstantTickets() {
return (int) RedBean::getCell("
SELECT
COUNT(*)
FROM
(SELECT
COUNT(*)
FROM
{$this->table}
WHERE
ticketevent.type = 'COMMENT'
AND ticketevent.author_staff_id
AND private = 0
AND closed = 1
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}
HAVING COUNT(*) = 1) AS Z;
");
}
public function getNumberOfReopenedTickets() {
return (int) RedBean::getCell("
SELECT
COUNT(*)
FROM
(SELECT COUNT(*) FROM {$this->table} WHERE reopened=1
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}) AS Z;
");
}
// Returns an array of size 24 with the number of tickets created for each hour
public function getNumberOfCreatedTicketsByHour() {
$result = RedBean::getAll("
SELECT
VALID_TICKETS.HOUR_DAY, COUNT(RAW_CNT) AS CNT
FROM
(SELECT
COUNT(*) AS RAW_CNT,
ticket.date % 10000 DIV 100 AS HOUR_DAY
FROM {$this->table} WHERE 1=1
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}) AS VALID_TICKETS
GROUP BY VALID_TICKETS.HOUR_DAY;
");
$ans = array_fill(0, 24, 0);
for ($i = 0; $i < count($result); ++$i) {
$hour = (int)$result[$i]["HOUR_DAY"];
$cnt = (int)$result[$i]["CNT"];
$ans[$hour] = $cnt;
}
return $ans;
}
// Returns an array of size 7 with the number of tickets created by weekday (0 - monday, ..., 6 - sunday)
public function getNumberOfCreatedTicketsByWeekday() {
$result = RedBean::getAll("
SELECT
VALID_TICKETS.WEEK_DAY, COUNT(RAW_CNT) AS CNT
FROM
(SELECT
COUNT(*) AS RAW_CNT, WEEKDAY(STR_TO_DATE(CONVERT(ticket.date, CHAR), '%Y%m%d%H%i')) AS WEEK_DAY
FROM {$this->table} WHERE 1 = 1
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}) AS VALID_TICKETS
GROUP BY VALID_TICKETS.WEEK_DAY;
");
$ans = array_fill(0, 7, 0);
for ($i = 0; $i < count($result); ++$i) {
$hour = (int)$result[$i]["WEEK_DAY"];
$cnt = (int)$result[$i]["CNT"];
$ans[$hour] = $cnt;
}
return $ans;
}
// Returns the number of seconds (as int), on average, that a ticket waits for the first reply of a staff
public function getAverageFirstReply() {
return (int) RedBean::getCell("
SELECT AVG(SECS)
FROM (
SELECT
ticket.id,
UNIX_TIMESTAMP(STR_TO_DATE(CONVERT(MIN(ticketevent.date), CHAR), '%Y%m%d%H%i')) -
UNIX_TIMESTAMP(STR_TO_DATE(CONVERT(ticket.date, CHAR), '%Y%m%d%H%i')) AS SECS
FROM
{$this->table}
WHERE
ticketevent.type = 'COMMENT'
AND ticketevent.author_staff_id
AND private = 0
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}) AS Z;
");
}
// Returns the number of seconds (as int), on average, that a ticket waits until it's first closed
public function getAverageFirstClosed() {
return (int) RedBean::getCell("
SELECT
AVG(SECS)
FROM
(SELECT
ticket.id,
UNIX_TIMESTAMP(STR_TO_DATE(CONVERT( MIN(ticket.first_closed_at) , CHAR), '%Y%m%d%H%i')) - UNIX_TIMESTAMP(STR_TO_DATE(CONVERT( ticket.date , CHAR), '%Y%m%d%H%i')) AS SECS
FROM
{$this->table}
WHERE
first_closed_at IS NOT NULL
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}) AS Z;
");
}
// Returns the number of seconds (as int), on average, that a ticket waits until it's closed for the last time
public function getAverageLastClosed() {
return (int) RedBean::getCell("
SELECT
AVG(SECS)
FROM
(SELECT
ticket.id,
UNIX_TIMESTAMP(STR_TO_DATE(CONVERT( MIN(ticket.last_closed_at) , CHAR), '%Y%m%d%H%i')) - UNIX_TIMESTAMP(STR_TO_DATE(CONVERT( ticket.date , CHAR), '%Y%m%d%H%i')) AS SECS
FROM
{$this->table}
WHERE
first_closed_at IS NOT NULL
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}) AS Z;
");
}
// Returns the average number of departments (as double) a ticket has been in
public function getAverageDepartmentHops() {
return (double) RedBean::getCell("
SELECT
AVG(CNT)
FROM
(SELECT
ticket.id, ticket.total_departments AS CNT
FROM
{$this->table}
WHERE
1 = 1
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}) AS Z;
");
}
// Returns the average number of staff members a ticket has been assigned to
public function getAverageStaffHops() {
return (double) RedBean::getCell("
SELECT
AVG(CNT)
FROM
(SELECT
ticket.id, ticket.total_owners AS CNT
FROM
{$this->table}
WHERE
1 = 1
{$this->dateRangeFilter}
{$this->departmentsFilter}
{$this->tagsFilter}
{$this->ownersFilter}
{$this->groupBy}) AS Z;
");
}
}
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