-- ## 9: Tickets from Help Desk ## --

-- 

SELECT p.value AS __color__,
       (CASE
         WHEN owner = $USER AND status = 'accepted' THEN 'Accepted'
         WHEN owner = $USER THEN 'Owned'
         WHEN reporter = $USER THEN 'Reported'
         ELSE 'Commented' END) AS __group__,
       t.id AS ticket, summary, component, version, milestone,
       t.type AS type, priority, t.time AS created,
       t.changetime AS _changetime, description AS _description,
       reporter AS _reporter
  FROM ticket t
  LEFT JOIN enum p ON p.name = t.priority AND p.type = 'priority'
  WHERE t.status <> 'closed' AND
        (lower(owner) = 'helpdesk' OR lower(reporter) = 'helpdesk' OR
         EXISTS (SELECT * FROM ticket_change tc
                 WHERE tc.ticket = t.id AND lower(tc.author) = 'helpdesk' AND
                       tc.field = 'comment'))
  ORDER BY (COALESCE(owner, '') = 'helpdesk' AND status = 'accepted') DESC,
           COALESCE(owner, '') = 'helpdesk' DESC,
           COALESCE(reporter, '') = 'helpdesk' DESC,
           CAST(p.value AS signed), milestone, t.type, t.time