reminder.php

См. документацию.

<?php
 
IncludeModuleLangFile(__FILE__);
 
class CAllTicketReminder
{
    public static function ConvertResponseTimeUnit($rt, $rtu)
    {
        switch($rtu)
        {
            case 'day': return intval($rt) * 1440;
            case 'hour': return intval($rt) * 60;
            case 'minute': return intval($rt);
        }
        return 0;
    }
 
    public static function RecalculateLastMessageDeadline($RSD = true)
    {
        global $DB;
 
        $DB->StartUsingMasterOnly();
 
        $strSql = "SELECT count(*) C FROM b_ticket";
        $rs = $DB->Query($strSql);
        $resC = $rs->Fetch();
        if(!is_array($resC))
        {
            return true;
        }
 
        if(!isset($resC["C"]) || $resC["C"] == 0)
        {
            return true;
        }
 
        $strUsers = implode(",", CTicket::GetSupportTeamAndAdminUsers());
        $strSql0 = "
                b_ticket
                INNER JOIN (
                    SELECT
                        T.ID TID,
                        M.DATE_CREATE DATE_CREATE,
                        M.ID ID,
                        " . CTicket::isnull("Q.LMBS", "'Y'") . " LMBS
                    FROM
                        b_ticket as T
                        LEFT JOIN (
                            SELECT
                                TM.TICKET_ID ID,
                                MIN(TM.ID) M_ID,
                                'N' LMBS
                            FROM
                                b_ticket_message TM
                                INNER JOIN (
                                    SELECT
                                        T.ID ID,
                                        MAX(" . CTicket::isnull("TM.ID", "0") . ") M_ID
                                    FROM
                                        b_ticket T
                                        LEFT JOIN b_ticket_message TM
                                            ON T.ID = TM.TICKET_ID
                                                AND (NOT(TM.IS_LOG='Y'))
                                                AND (NOT(TM.IS_HIDDEN='Y'))
                                                AND (NOT(TM.NOT_CHANGE_STATUS='Y'))
                                                AND TM.OWNER_USER_ID IN ($strUsers)
                                    WHERE
                                        T.DATE_CLOSE IS NULL
                                    GROUP BY
                                        T.ID
                                ) AS Q
                                    ON TM.TICKET_ID = Q.ID
                                        AND TM.ID > Q.M_ID
                                        AND (NOT(TM.IS_LOG='Y'))
                                        AND (NOT(TM.IS_HIDDEN='Y'))
                                        AND (NOT(TM.NOT_CHANGE_STATUS='Y'))
                            GROUP BY
                                TM.TICKET_ID
                        ) AS Q
                            ON T.ID = Q.ID
                        LEFT JOIN b_ticket_message AS M
                            ON Q.M_ID = M.ID
                    WHERE
                        T.DATE_CLOSE IS NULL
                ) AS M
                    ON b_ticket.ID = M.TID
        ";
 
        $sql = "
            UPDATE $strSql0
            SET
            b_ticket.D_1_USER_M_AFTER_SUP_M = M.DATE_CREATE,
            b_ticket.ID_1_USER_M_AFTER_SUP_M = M.ID,
            b_ticket.LAST_MESSAGE_BY_SUPPORT_TEAM = M.LMBS
        ";
 
        $res = $DB->Query($sql, true);
 
        $res = $DB->Query("UPDATE b_ticket SET SUPPORT_DEADLINE = null, SUPPORT_DEADLINE_NOTIFY = null WHERE LAST_MESSAGE_BY_SUPPORT_TEAM = 'Y'", true);
 
        if($RSD)
        {
            self::RecalculateSupportDeadline();
        }
 
        $DB->StopUsingMasterOnly();
 
    }
 
    public static function RecalculateSupportDeadline($arFilter = array())
    {
        global $DB;
 
        $arSqlSearch = Array();
        if(!is_array($arFilter)) $arFilter = array();
        foreach($arFilter as $key => $val)
        {
            if((is_array($val) && count($val) <= 0) || (!is_array($val) && (string) $val == '')) continue;
            $key = mb_strtoupper($key);
            if (is_array($val)) $val = implode(" | ",$val);
            switch($key)
            {
                case "ID":
                    $arSqlSearch[] = GetFilterQuery("T.ID", $val, "N");
                    break;
                case "SLA_ID":
                    $arSqlSearch[] = GetFilterQuery("T.SLA_ID", $val, "N");
                    break;
            }
        }
        $strSqlSearch = GetFilterSqlSearch($arSqlSearch);
        
        $strSql = "
            SELECT
                T.ID ID,
                T.SLA_ID,
                " . $DB->DateToCharFunction("T.DEADLINE_SOURCE_DATE", "FULL") . " DEADLINE_SOURCE_DATE,
                " . $DB->DateToCharFunction("T.D_1_USER_M_AFTER_SUP_M", "FULL") . " D_1_USER_M_AFTER_SUP_M,
                T.IS_OVERDUE,
                SLA.RESPONSE_TIME_UNIT,
                SLA.RESPONSE_TIME,
                SLA.NOTICE_TIME_UNIT,
                SLA.NOTICE_TIME
            FROM
                b_ticket T
                INNER JOIN b_ticket_sla SLA
                    ON T.SLA_ID = SLA.ID
                        AND T.LAST_MESSAGE_BY_SUPPORT_TEAM = 'N'
                        AND (T.DATE_CLOSE IS NULL)
            WHERE
                $strSqlSearch
        ";
        $rsTicket = $DB->Query($strSql);
        while($arTicket = $rsTicket->Fetch())
        {
            self::RecalculateSupportDeadlineForOneTicket($arTicket);
        }
    }
    
    /*$arTicket = ID,SLA_ID,RESPONSE_TIME, D_1_USER_M_AFTER_SUP_M, RESPONSE_TIME_UNIT, NOTICE_TIME, NOTICE_TIME_UNIT,DEADLINE_SOURCE_DATE
    $dateType = CTicket::ADD, CTicket::UPDATE CTicket::DELETE, CTicket::IGNORE, CTicket::REOPEN, CTicket::NEW_SLA*/
    public static function RecalculateSupportDeadlineForOneTicket($arTicket, $arFields = array(), $dateType = array("EVENT"=>array(CTicket::IGNORE)))
    {
        global $DB;
 
        $currDateTS = time() + CTimeZone::GetOffset();
        $ts2010 = mktime(0, 0, 0, 1, 1, 2010);
        $supportDeadlineNotify = 0;
        $ticketID = intval($arTicket["ID"]);
        $slaID = intval($arTicket["SLA_ID"]);
        $periodMin = self::ConvertResponseTimeUnit($arTicket["RESPONSE_TIME"], $arTicket["RESPONSE_TIME_UNIT"]);
        $periodNMin = 0;
        if($ticketID <= 0 || $slaID <= 0 || $periodMin <= 0 || intval($arTicket["D_1_USER_M_AFTER_SUP_M"]) <= 0)
        {
            if($ticketID > 0 && count($arFields) > 0)
            {
                $DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'");
            }
            return;
        }
        
        $periodNMinMinus = self::ConvertResponseTimeUnit($arTicket["NOTICE_TIME"], $arTicket["NOTICE_TIME_UNIT"]);
        if($periodNMinMinus > 0 && $periodNMinMinus < $periodMin) 
        {
            $periodNMin = $periodMin - $periodNMinMinus;
        }
        
        $newDate1UserMessAfterSupMessTS = MakeTimeStamp($arTicket["D_1_USER_M_AFTER_SUP_M"]);
        $deadlineSourceDate = MakeTimeStamp($arTicket["DEADLINE_SOURCE_DATE"]);
        if($deadlineSourceDate <= $ts2010)
        {
            if($newDate1UserMessAfterSupMessTS <= $ts2010)
            {
                $deadlineSourceDate = $currDateTS;
            }
            else
            {
                $deadlineSourceDate = $newDate1UserMessAfterSupMessTS;
            }
            $arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime($deadlineSourceDate,"FULL"));
        }
        $oldPeriodMin = null;
        if(isset($dateType["EVENT"]) && in_array(CTicket::UPDATE, $dateType["EVENT"]))
        {
            if(isset($dateType["OLD_SLA_RESPONSE_TIME"]) && isset($dateType["OLD_SLA_RESPONSE_TIME_UNIT"]))
            {
                $oldPeriodMin = self::ConvertResponseTimeUnit($dateType["OLD_SLA_RESPONSE_TIME"], $dateType["OLD_SLA_RESPONSE_TIME_UNIT"]);
            }
 
            if(
                in_array(CTicket::REOPEN, $dateType["EVENT"]) ||
                (
                    in_array(CTicket::NEW_SLA, $dateType["EVENT"]) &&
                    ($arTicket["IS_OVERDUE"] != "Y") &&
                    ($oldPeriodMin != null) &&
                    ($oldPeriodMin > $periodMin)
                )
            )
            {
                $deadlineSourceDate = $currDateTS;
                $arFields["DEADLINE_SOURCE_DATE"] = $DB->CharToDateFunction(GetTime($deadlineSourceDate,"FULL"));
            }
            elseif(($arTicket["IS_OVERDUE"] != "Y") && ($newDate1UserMessAfterSupMessTS > $deadlineSourceDate))
            {
                $sla = CTicketSLA::getById($slaID)->Fetch();
 
                if (empty($sla['DEADLINE_SOURCE']))
                {
                    // default deadline calculation
                    // date of first client message after support message
                    $deadlineSourceDate = $newDate1UserMessAfterSupMessTS;
                    $arFields["DEADLINE_SOURCE_DATE"] = $arFields["D_1_USER_M_AFTER_SUP_M"];
                }
            }
        }
 
        $supportDeadlineTS = CSupportTimetableCache::getEndDate($slaID, $periodMin, GetTime($deadlineSourceDate,"FULL"));
        $arFields["SUPPORT_DEADLINE"] = $DB->CharToDateFunction(GetTime($supportDeadlineTS, "FULL"));
        $arFields["IS_OVERDUE"] = (($supportDeadlineTS <= $currDateTS) ? "'Y'" : "'N'");
 
        // exec event and confirm if overdue
        if ($arTicket['IS_OVERDUE'] == "N" && $arFields['IS_OVERDUE'] == "'Y'")
        {
            $rs = GetModuleEvents('support', 'OnBeforeTicketExpire');
            while ($arr = $rs->Fetch())
            {
                $arFields = ExecuteModuleEventEx($arr, array($ticketID, $arFields));
 
                if (!$arFields)
                {
                    return false;
                }
            }
        }
 
 
        if($periodNMin > 0)
        {
            $supportDeadlineNotifyTS = CSupportTimetableCache::getEndDate($slaID, $periodNMin, GetTime($deadlineSourceDate,"FULL"));
            $arFields["SUPPORT_DEADLINE_NOTIFY"] = $DB->CharToDateFunction(GetTime($supportDeadlineNotifyTS, "FULL"));
            $arFields["IS_NOTIFIED"] = (($supportDeadlineNotifyTS <= $currDateTS) ? "'Y'" : "'N'");
 
            // exec event and confirm if set notified
            if ($arTicket['IS_NOTIFIED'] == "N" && $arFields['IS_NOTIFIED'] == "'Y'")
            {
                $rs = GetModuleEvents('support', 'OnBeforeTicketNotify');
                while ($arr = $rs->Fetch())
                {
                    $arFields = ExecuteModuleEventEx($arr, array($ticketID, $arFields));
 
                    if (!$arFields)
                    {
                        return false;
                    }
                }
            }
        }
 
        $DB->Update("b_ticket", $arFields, "WHERE ID='" . $ticketID . "'");
    }
 
    public static function SupportDeadline($arrTicket)
    {
        global $MESS, $DB;
 
        $rsSite = CSite::GetByID($arrTicket["SITE_ID"]);
        $arSite = $rsSite->Fetch();
 
        //$oldMess = $MESS;
        
        IncludeModuleLangFile($_SERVER["DOCUMENT_ROOT"]."/bitrix/modules/support/classes/general/messages.php", $arSite["LANGUAGE_ID"]);
 
        // update message params
        $arFields = array(
            "EXPIRE_AGENT_ID"       => "null",
            "IS_OVERDUE"            => "'Y'",
            "OVERDUE_MESSAGES"      => "OVERDUE_MESSAGES + 1",
        );
 
        // execute event
        $rs = GetModuleEvents('support', 'OnBeforeTicketExpire');
        while ($arr = $rs->Fetch())
        {
            $arFields = ExecuteModuleEventEx($arr, array($arrTicket["ID"], $arFields));
 
            if (!$arFields)
            {
                return false;
            }
        }
 
        $DB->Update("b_ticket", $arFields, "WHERE ID='" . $arrTicket["ID"] . "'");
 
        // add message log
        $message = str_replace("#ID#", $arrTicket["TM_ID"], GetMessage("SUP_MESSAGE_OVERDUE_LOG"));
        $message = str_replace("#NUMBER#", $arrTicket["TM_C_NUMBER"], $message);
        $message .= "<br><li>" . htmlspecialcharsEx(str_replace("#VALUE#", $arrTicket["SLA_NAME"], GetMessage("SUP_SLA_LOG")));
 
        if(intval($arrTicket["RESPONSIBLE_USER_ID"]) > 0)
        {
            $rsUser = CUser::GetByID(intval($arrTicket["RESPONSIBLE_USER_ID"]));
            $arUser = $rsUser->Fetch();
            $responsibleText = "[" . $arUser["ID"] . "] (" . $arUser["LOGIN"] . ") " . $arUser["NAME"] . " " . $arUser["LAST_NAME"];
            $message .= "<li>".htmlspecialcharsEx(str_replace("#VALUE#", $responsibleText, GetMessage("SUP_RESPONSIBLE_LOG")));
        }
 
        $arFields = array(
            "IS_LOG"                        => "Y",
            "IS_OVERDUE"                    => "Y",
            "MESSAGE_CREATED_USER_ID"       => "null",
            "MESSAGE_CREATED_MODULE_NAME"   => "auto expiration",
            "MESSAGE_CREATED_GUEST_ID"      => "null",
            "MESSAGE_SOURCE_ID"             => "null",
            "MESSAGE"                       => $message
        );
        $v = null;
        $mid = CTicket::AddMessage($arrTicket['ID'], $arFields, $v, "N");
 
        //$MESS = $oldMess;
 
    }
 
    public static function SupportDeadlineNotify($arrTicket0)
    {
        //SUPPORT_DEADLINE_NOTIFY
        //SUPPORT_DEADLINE          = EXPIRATION_DATE
        //SUPPORT_DEADLINE_STMP     = EXPIRATION_DATE_STMP
 
        $rs = CTicket::GetByID($arrTicket0["ID"], false, "N");
        if(!($arTicket = $rs->Fetch())) return false;
        
        $rsMessage = CTicket::GetMessageByID(intval($arTicket["ID_1_USER_M_AFTER_SUP_M"]), "N", "N");
        if(!($arMessage = $rsMessage->Fetch()))
        {
            return false;
        }
 
        $arMessage["EXPIRATION_DATE"] = $arrTicket0["SUPPORT_DEADLINE"];
        $arMessage["EXPIRATION_DATE_STMP"] = MakeTimeStamp($arMessage["EXPIRATION_DATE"]);
        
        //$SUPPORT_DEADLINE_STMP = MakeTimeStamp($arrTicket0["SUPPORT_DEADLINE"]);
            
        $rsSite = CSite::GetByID($arTicket["SITE_ID"]);
        $arSite = $rsSite->Fetch();
 
        global $MESS, $DB;;
        //$oldMess = $MESS;
        IncludeModuleLangFile($_SERVER["DOCUMENT_ROOT"] . "/bitrix/modules/support/classes/general/messages.php", $arSite["LANGUAGE_ID"]);
 
        $sourceName = $arTicket["SOURCE_NAME"] == '' ? "" : "[" . $arTicket["SOURCE_NAME"] . "] ";
        if(intval($arTicket["OWNER_USER_ID"]) > 0 || trim($arTicket["OWNER_LOGIN"]) <> '')
        {
            $ownerText = "[" . $arTicket["OWNER_USER_ID"] . "] (" . $arTicket["OWNER_LOGIN"] . ") " . $arTicket["OWNER_NAME"];
            //if(strlen(trim($OWNER_SID)) > 0 && $OWNER_SID != "null") $ownerText = " / " . $ownerText;
        }
 
        if(intval($arTicket["RESPONSIBLE_USER_ID"]) > 0)
        {
            $responsibleText = "[" . $arTicket["RESPONSIBLE_USER_ID"] . "] (" . $arTicket["RESPONSIBLE_LOGIN"] . ") " . $arTicket["RESPONSIBLE_NAME"];
            if(CTicket::IsSupportTeam($arTicket["RESPONSIBLE_USER_ID"]) || CTicket::IsAdmin($arTicket["RESPONSIBLE_USER_ID"]))
            {
                $responsibleText .= " " . GetMessage("SUP_TECHSUPPORT_HINT");
            }
        }
 
        $arAdminEMails = CTicket::GetAdminEmails();
        if(count($arAdminEMails) > 0) $support_admin_email = implode(",", $arAdminEMails);
 
        // prepare email to author
        $arrOwnerEMail = array($arTicket["OWNER_EMAIL"]);
        $arrEmails = explode(",", $arTicket["OWNER_SID"]);
        if(is_array($arrEmails) && count($arrEmails) > 0)
        {
            foreach($arrEmails as $email)
            {
                $email = trim($email);
                if($email <> '')
                {
                    preg_match_all("#[<\[\‍(](.*?)[>\]\‍)]#iu", $email, $arr);
                    if(is_array($arr[1]) && count($arr[1]) > 0)
                    {
                        foreach($arr[1] as $email)
                        {
                            $email = trim($email);
                            if($email <> '' && !in_array($email, $arrOwnerEMail) && check_email($email))
                            {
                                $arrOwnerEMail[] = $email;
                            }
                        }
                    }
                    elseif(!in_array($email, $arrOwnerEMail) && check_email($email)) $arrOwnerEMail[] = $email;
                }
            }
        }
        TrimArr($arrOwnerEMail);
        $ownerEmail = implode(", ", $arrOwnerEMail);
 
        // prepare email to support
        $support_email = $arTicket["RESPONSIBLE_EMAIL"];
        if($support_email == '')
            $support_email = $support_admin_email;
        if($support_email == '')
            $support_email = COption::GetOptionString("main", "email_from","");
 
        $arr = explode(",", $support_email);
        $arr = array_unique($arr);
        $support_email = implode(",", $arr);
        if(is_array($arr) && count($arr)>0)
        {
            foreach($arr as $email) unset($arAdminEMails[$email]);
        }
        $support_admin_email = implode(",", $arAdminEMails);
 
        $createdModuleName = "";
        if($arTicket["CREATED_MODULE_NAME"] == "support" || !mb_strlen($arTicket["CREATED_MODULE_NAME"]))
        {
            if(intval($arTicket["CREATED_USER_ID"]) > 0)
            {
                $createdText = "[" . $arTicket["CREATED_USER_ID"] . "] (" . $arTicket["CREATED_LOGIN"] . ") " . $arTicket["CREATED_NAME"];
                if(CTicket::IsSupportTeam($arTicket["CREATED_USER_ID"]) || CTicket::IsAdmin($arTicket["CREATED_USER_ID"]))
                {
                    $createdText .= " " . GetMessage("SUP_TECHSUPPORT_HINT");
                }
            }
        }
        else $createdModuleName = "[".$arTicket["CREATED_MODULE_NAME"]."]";
 
        $MESSAGE = PrepareTxtForEmail($arMessage["MESSAGE"], $arSite["LANGUAGE_ID"], false, false);
        $remainedTime = $arMessage["EXPIRATION_DATE_STMP"] - time();
        if($remainedTime > 0)
        {
            $strRemainedTime = "";
            $hours = intval($remainedTime / 3600);
            if($hours > 0)
            {
                $strRemainedTime .= $hours . " " . GetMessage("SUP_HOUR") . " ";
                $remainedTime = $remainedTime - $hours*3600;
            }
            $strRemainedTime .= intval($remainedTime / 60) . " " . GetMessage("SUP_MIN") . " ";
            $strRemainedTime .= ($remainedTime % 60) . " " . GetMessage("SUP_SEC");
        }
 
        $arFields_notify = array(
            "ID"                        => $arTicket["ID"],
            "LANGUAGE_ID"               => $arSite["LANGUAGE_ID"],
            "DATE_CREATE"               => $arTicket["DATE_CREATE"],
            "TITLE"                     => $arTicket["TITLE"],
            "STATUS"                    => $arTicket["STATUS_NAME"],
            "CATEGORY"                  => $arTicket["CATEGORY_NAME"],
            "CRITICALITY"               => $arTicket["CRITICALITY_NAME"],
            "DIFFICULTY"                => $arTicket["DIFFICULTY_NAME"],
            "RATE"                      => $arTicket["MARK_NAME"],
            "SLA"                       => $arTicket["SLA_NAME"],
            "SOURCE"                    => $sourceName,
            "ADMIN_EDIT_URL"            => "/bitrix/admin/ticket_edit.php",
            "EXPIRATION_DATE"           => $arMessage["EXPIRATION_DATE"],
            "REMAINED_TIME"             => $strRemainedTime,
 
            "OWNER_EMAIL"               => trim(trim($ownerEmail), ","),
            "OWNER_USER_ID"             => $arTicket["OWNER_USER_ID"],
            "OWNER_USER_NAME"           => $arTicket["OWNER_NAME"],
            "OWNER_USER_LOGIN"          => $arTicket["OWNER_LOGIN"],
            "OWNER_USER_EMAIL"          => $arTicket["OWNER_EMAIL"],
            "OWNER_TEXT"                => $ownerText,
            "OWNER_SID"                 => $arTicket["OWNER_SID"],
 
            "SUPPORT_EMAIL"             => trim(trim($support_email), ","),
            "RESPONSIBLE_USER_ID"       => $arTicket["RESPONSIBLE_USER_ID"],
            "RESPONSIBLE_USER_NAME"     => $arTicket["RESPONSIBLE_NAME"],
            "RESPONSIBLE_USER_LOGIN"    => $arTicket["RESPONSIBLE_LOGIN"],
            "RESPONSIBLE_USER_EMAIL"    => $arTicket["RESPONSIBLE_EMAIL"],
            "RESPONSIBLE_TEXT"          => $responsibleText,
            "SUPPORT_ADMIN_EMAIL"       => trim(trim($support_admin_email), ","),
 
            "CREATED_USER_ID"           => $arTicket["CREATED_USER_ID"],
            "CREATED_USER_LOGIN"        => $arTicket["CREATED_LOGIN"],
            "CREATED_USER_EMAIL"        => $arTicket["CREATED_EMAIL"],
            "CREATED_USER_NAME"         => $arTicket["CREATED_NAME"],
            "CREATED_MODULE_NAME"       => $createdModuleName,
            "CREATED_TEXT"              => $createdText,
 
            "MESSAGE_BODY"              => $MESSAGE
        );
 
        //$MESS = $oldMess;
 
        $arFields = array("NOTIFY_AGENT_ID" => "null", "IS_NOTIFIED" => "'Y'");
 
        // execute event
        $rs = GetModuleEvents('support', 'OnBeforeTicketNotify');
        while ($arr = $rs->Fetch())
        {
            $arFields = ExecuteModuleEventEx($arr, array($arTicket["ID"], $arFields));
 
            if (!$arFields)
            {
                return false;
            }
        }
 
        // check value again and send notification
        if (isset($arFields['IS_NOTIFIED']) && $arFields['IS_NOTIFIED'] === "'Y'")
        {
            CEvent::Send("TICKET_OVERDUE_REMINDER", $arTicket["SITE_ID"], $arFields_notify);
        }
 
        // event for notification
 
        $DB->Update("b_ticket", $arFields, "WHERE ID='" . $arTicket["ID"] . "'");
 
        $arFields = array("NOTIFY_AGENT_DONE" => "'Y'");
        $DB->Update("b_ticket_message", $arFields, "WHERE ID='" . $arMessage["ID"] . "'");
    }
 
    public static function AgentFunction()
    {
        //IS_OVERDUE
        //IS_NOTIFIED
        //SUPPORT_DEADLINE
        //SUPPORT_DEADLINE_NOTIFY
        global $DB;
 
        CTimeZone::Disable();
        $cyrrDateTime = $DB->CharToDateFunction(GetTime(time(), "FULL"));
        CTimeZone::Enable();
        
        $strSql = "
            SELECT
                T.ID ID,
                T.SITE_ID,
                " . $DB->DateToCharFunction("T.SUPPORT_DEADLINE_NOTIFY", "FULL") . " SUPPORT_DEADLINE_NOTIFY,
                " . $DB->DateToCharFunction("T.SUPPORT_DEADLINE", "FULL") . " SUPPORT_DEADLINE,
                T.ID_1_USER_M_AFTER_SUP_M   
            FROM
                b_ticket T                  
            WHERE
                T.LAST_MESSAGE_BY_SUPPORT_TEAM = 'N'
                AND T.SUPPORT_DEADLINE_NOTIFY <= $cyrrDateTime
                AND T.SUPPORT_DEADLINE_NOTIFY IS NOT NULL
                AND T.ID_1_USER_M_AFTER_SUP_M > 0
                AND T.IS_OVERDUE = 'N'
                AND T.IS_NOTIFIED = 'N'
                AND T.DATE_CLOSE IS NULL
        ";
        $rsTicket = $DB->Query($strSql);
        while($arrTicket = $rsTicket->Fetch())
        {
            self::SupportDeadlineNotify($arrTicket);
        }
        
        $strSql = "
            SELECT
                T.*,
                TM.ID TM_ID,
                TM.C_NUMBER TM_C_NUMBER,
                S.NAME SLA_NAME
            FROM
                b_ticket T
                LEFT JOIN b_ticket_sla S
                    ON T.SLA_ID = S.ID
                LEFT JOIN b_ticket_message TM
                    ON T.ID_1_USER_M_AFTER_SUP_M    = TM.ID 
            WHERE
                T.LAST_MESSAGE_BY_SUPPORT_TEAM = 'N'
                AND T.SUPPORT_DEADLINE <= $cyrrDateTime
                AND T.IS_OVERDUE = 'N'
                AND T.DATE_CLOSE IS NULL
        ";
        $rsTicket = $DB->Query($strSql);
        
        while($arrTicket = $rsTicket->Fetch())
        {
            self::SupportDeadline($arrTicket);
        }
        return "CTicketReminder::AgentFunction();";
    }
 
    public static function StartAgent()
    {
        CAgent::RemoveModuleAgents("support");
        CAgent::AddAgent("CTicketReminder::AgentFunction();", "support", "N", 60);
        CAgent::AddAgent('CTicket::CleanUpOnline();', 'support', 'N');
        CAgent::AddAgent('CTicket::AutoClose();', 'support', 'N');
    }
}