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-rw-r--r--FS/FS/Cron/rt_tasks.pm37
-rw-r--r--FS/FS/TicketSystem.pm70
-rw-r--r--rt/FREESIDE_MODIFIED1
-rw-r--r--rt/etc/RT_SiteConfig.pm4
-rwxr-xr-xrt/lib/RT/Action/EscalateQueue.pm141
-rw-r--r--rt/lib/RT/Action/SetPriority_Local.pm47
-rw-r--r--rt/lib/RT/CustomFieldValues/Queues.pm30
7 files changed, 306 insertions, 24 deletions
diff --git a/FS/FS/Cron/rt_tasks.pm b/FS/FS/Cron/rt_tasks.pm
index 066aeebde..26e305d59 100644
--- a/FS/FS/Cron/rt_tasks.pm
+++ b/FS/FS/Cron/rt_tasks.pm
@@ -42,6 +42,7 @@ sub rt_escalate {
foreach (qw(
Search::ActiveTicketsInQueue
Action::EscalatePriority
+ Action::EscalateQueue
)) {
eval "use RT::$_";
die $@ if $@;
@@ -51,7 +52,7 @@ sub rt_escalate {
# Mechanics:
# We're using EscalatePriority, so search in all queues that have a
# priority range defined. Select all active tickets in those queues and
- # LinearEscalate them.
+ # EscalatePriority, then EscalateQueue them.
# to make some actions work without complaining
%void = map { $_ => "RT::$_"->new($CurrentUser) }
@@ -61,6 +62,8 @@ sub rt_escalate {
# we might want to do, but escalation is the only one we do now.
my $queues = RT::Queues->new($CurrentUser);
$queues->UnLimit;
+ my @actions = ();
+ my @active_tickets = ();
while (my $queue = $queues->Next) {
if ( $queue->InitialPriority == $queue->FinalPriority ) {
warn "Queue '".$queue->Name."' (skipped)\n" if $DEBUG;
@@ -76,8 +79,24 @@ sub rt_escalate {
$search->Prepare;
while (my $ticket = $tickets->Next) {
warn 'Ticket #'.$ticket->Id()."\n" if $DEBUG;
- # We don't need transaction stuff from rt-crontool here
- action($ticket, 'EscalatePriority', "CurrentTime:$time");
+ my @a = (
+ action($ticket, 'EscalatePriority', "CurrentTime:$time"),
+ action($ticket, 'EscalateQueue')
+ );
+ next if !@a;
+ push @actions, @a;
+ push @active_tickets, $ticket; # avoid RT's overzealous garbage collector
+ }
+ }
+ foreach (grep {$_} @actions) {
+ my ($val, $msg) = $_->Commit;
+ if ( $DEBUG ) {
+ if ($val) {
+ warn "Action committed: ".ref($_)." #".$_->TicketObj->Id."\n";
+ }
+ else {
+ warn "Action returned $msg: #".$_->TicketObj->Id."\n";
+ }
}
}
return;
@@ -98,11 +117,13 @@ sub action {
ScripAction => $void{'ScripAction'},
CurrentUser => $CurrentUser,
);
- return unless $action_obj->Prepare;
- warn "Action prepared: $action\n" if $DEBUG;
- $action_obj->Commit;
- warn "Action committed: $action\n" if $DEBUG;
- return;
+ if ( $action_obj->Prepare ) {
+ warn "Action prepared: $action\n" if $DEBUG;
+ return $action_obj;
+ }
+ else {
+ return;
+ }
}
1;
diff --git a/FS/FS/TicketSystem.pm b/FS/FS/TicketSystem.pm
index d53d2f679..f5c8e7dad 100644
--- a/FS/FS/TicketSystem.pm
+++ b/FS/FS/TicketSystem.pm
@@ -29,23 +29,61 @@ sub AUTOLOAD {
sub _upgrade_data {
return if $system ne 'RT_Internal';
-
my ($class, %opts) = @_;
- my ($t, $exec, @fields) = map { driver_name =~ /^mysql/i ? $_ : lc($_) }
- (qw( ScripConditions ExecModule
- Name Description ExecModule ApplicableTransTypes
- Creator Created LastUpdatedBy LastUpdated));
- my $count_sql = "SELECT COUNT(*) FROM $t WHERE $exec = 'CustomFieldChange'";
- my $sth = dbh->prepare($count_sql) or die dbh->errstr;
- $sth->execute or die $sth->errstr;
- my $total = $sth->fetchrow_arrayref->[0];
- return if $total > 0;
-
- my $insert_sql = "INSERT INTO $t (".join(',',@fields).") VALUES (".
- "'On Custom Field Change', 'When a custom field is changed to some value',
- 'CustomFieldChange', 'Any', 1, CURRENT_DATE, 1, CURRENT_DATE )";
- $sth = dbh->prepare($insert_sql) or die dbh->errstr;
- $sth->execute or die $sth->errstr;
+
+ # go ahead and use the RT API for this
+
+ FS::TicketSystem->init;
+ my $session = FS::TicketSystem->session();
+ my $CurrentUser = $session->{'CurrentUser'}
+ or die 'freeside-upgrade must run as a valid RT user';
+
+ # CustomFieldChange scrip condition
+ my $ScripCondition = RT::ScripCondition->new($CurrentUser);
+ $ScripCondition->LoadByCols('ExecModule' => 'CustomFieldChange');
+ if (!defined($ScripCondition->Id)) {
+ my ($val, $msg) = $ScripCondition->Create(
+ 'Name' => 'On Custom Field Change',
+ 'Description' => 'When a custom field is changed to some value',
+ 'ExecModule' => 'CustomFieldChange',
+ 'ApplicableTransTypes' => 'Any',
+ );
+ die $msg if !$val;
+ }
+
+ # SetPriority scrip action
+ my $ScripAction = RT::ScripAction->new($CurrentUser);
+ $ScripAction->LoadByCols('ExecModule' => 'SetPriority');
+ if (!defined($ScripAction->Id)) {
+ my ($val, $msg) = $ScripAction->Create(
+ 'Name' => 'Set Priority',
+ 'Description' => 'Set ticket priority',
+ 'ExecModule' => 'SetPriority',
+ 'Argument' => '',
+ );
+ die $msg if !$val;
+ }
+
+ # EscalateQueue custom field and friends
+ my $CF = RT::CustomField->new($CurrentUser);
+ $CF->Load('EscalateQueue');
+ if (!defined($CF->Id)) {
+ my ($val, $msg) = $CF->Create(
+ 'Name' => 'EscalateQueue',
+ 'Type' => 'Select',
+ 'MaxValues' => 1,
+ 'LookupType' => 'RT::Queue',
+ 'Description' => 'Escalate to Queue',
+ 'ValuesClass' => 'RT::CustomFieldValues::Queues', #magic!
+ );
+ die $msg if !$val;
+ my $OCF = RT::ObjectCustomField->new($CurrentUser);
+ ($val, $msg) = $OCF->Create(
+ 'CustomField' => $CF->Id,
+ 'ObjectId' => 0,
+ );
+ die $msg if !$val;
+ }
return;
}
diff --git a/rt/FREESIDE_MODIFIED b/rt/FREESIDE_MODIFIED
index 70801d50b..5bef0bf49 100644
--- a/rt/FREESIDE_MODIFIED
+++ b/rt/FREESIDE_MODIFIED
@@ -17,6 +17,7 @@ lib/RT/Scrip_Overlay.pm #create ticket on custom field change
lib/RT/Action/CreateTickets.pm #create ticket on custom field change
lib/RT/Action/EscalatePriority.pm #ticket escalation
lib/RT/Action/EscalateQueue.pm #ticket escalation
+lib/RT/Action/SetPriority_Local.pm #ticket escalation
lib/RT/CustomFieldValues/Queues.pm #ticket escalation
lib/RT/Condition/CustomFieldChange.pm #create ticket on custom field change
lib/RT/Interface/Web_Vendor.pm
diff --git a/rt/etc/RT_SiteConfig.pm b/rt/etc/RT_SiteConfig.pm
index f833f0d52..872b8c3a5 100644
--- a/rt/etc/RT_SiteConfig.pm
+++ b/rt/etc/RT_SiteConfig.pm
@@ -53,4 +53,8 @@ Set($MessageBoxRichTextHeight, 368);
#Set($QuickCreateRedirect, 1);
#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
+
+#used in ticket escalation
+Set(@CustomFieldValuesSources, ('RT::CustomFieldValues::Queues'));
+
1;
diff --git a/rt/lib/RT/Action/EscalateQueue.pm b/rt/lib/RT/Action/EscalateQueue.pm
new file mode 100755
index 000000000..adafbdfb7
--- /dev/null
+++ b/rt/lib/RT/Action/EscalateQueue.pm
@@ -0,0 +1,141 @@
+=head1 NAME
+
+RT::Action::EscalateQueue - move a ticket to a different queue when it reaches its final priority
+
+=head1 DESCRIPTION
+
+EscalateQueue is a ScripAction that will move a ticket to a new
+queue when its priority equals its final priority. It is designed
+to be used with LinearEscalate or another action that increments
+ticket priority on some schedule. Like those actions, it is intended
+to be called from an escalation tool.
+
+=head1 CONFIGURATION
+
+FinalPriority is a ticket property, defaulting to the queue property.
+
+EscalateQueue is a queue custom field using RT::CustomFieldValues::Queue
+as its data source (that is, it refers to another queue). Tickets at
+FinalPriority will be moved to that queue.
+
+From a shell you can use the following command:
+
+ rt-crontool --search RT::Search::FromSQL --search-arg \
+ "(Status='new' OR Status='open' OR Status = 'stalled')" \
+ --action RT::Action::EscalateQueue
+
+No action argument is needed. Each ticket will be escalated based on the
+EscalateQueue property of its current queue.
+
+=cut
+
+package RT::Action::EscalateQueue;
+
+use strict;
+use warnings;
+use base qw(RT::Action);
+
+our $VERSION = '0.01';
+
+#What does this type of Action does
+
+sub Describe {
+ my $self = shift;
+ my $class = ref($self) || $self;
+ return "$class will move a ticket to its escalation queue when it reaches its final priority."
+}
+
+#This Prepare only returns 1 if the ticket will be escalated.
+
+sub Prepare {
+ my $self = shift;
+
+ my $ticket = $self->TicketObj;
+ my $queue = $ticket->QueueObj;
+ my $new_queue = $queue->FirstCustomFieldValue('EscalateQueue');
+
+ my $ticketid = 'Ticket #'.$ticket->Id; #for debug messages
+ if ( $ticket->InitialPriority == $ticket->FinalPriority ) {
+ $RT::Logger->debug("$ticketid has no priority range. Not escalating.");
+ return 0;
+ }
+
+ if ( $ticket->Priority == $ticket->FinalPriority ) {
+ if (!$new_queue) {
+ $RT::Logger->debug("$ticketid has no escalation queue. Not escalating.");
+ return 0;
+ }
+ if ($new_queue eq $queue->Name) {
+ $RT::Logger->debug("$ticketid would be escalated to its current queue.");
+ return 0;
+ }
+ $self->{'new_queue'} = $new_queue;
+ return 1;
+ }
+ return 0;
+}
+
+# whereas Commit returns 1 if it succeeds at whatever it's doing
+sub Commit {
+ my $self = shift;
+
+ return 1 if !exists($self->{'new_queue'});
+
+ my $ticket = $self->TicketObj;
+ my $ticketid = 'Ticket #'.$ticket->Id;
+ my $new_queue = RT::Queue->new($ticket->CurrentUser);
+ $new_queue->Load($self->{'new_queue'});
+ if ( ! $new_queue ) {
+ $RT::Logger->debug("Escalation queue ".$self->{'new_queue'}." not found.");
+ return 0;
+ }
+
+ $RT::Logger->debug("Escalating $ticket from ".$ticket->QueueObj->Name .
+ ' to '. $new_queue->Name . ', FinalPriority '.$new_queue->FinalPriority);
+
+ my ( $val, $msg ) = $ticket->SetQueue($self->{'new_queue'});
+ if (! $val) {
+ $RT::Logger->error( "Couldn't set queue: $msg" );
+ return (0, $msg);
+ }
+
+ # Set properties of the ticket according to its new queue, so that
+ # escalation Does What You Expect. Don't record transactions for this;
+ # the queue change should be enough.
+
+ ( $val, $msg ) = $ticket->_Set(
+ Field => 'FinalPriority',
+ Value => $new_queue->FinalPriority,
+ RecordTransaction => 0,
+ );
+ if (! $val) {
+ $RT::Logger->error( "Couldn't set new final priority: $msg" );
+ return (0, $msg);
+ }
+ my $Due = new RT::Date( $ticket->CurrentUser );
+ if ( my $due_in = $new_queue->DefaultDueIn ) {
+ $Due->SetToNow;
+ $Due->AddDays( $due_in );
+ }
+ ( $val, $msg ) = $ticket->_Set(
+ Field => 'Due',
+ Value => $Due->ISO,
+ RecordTransaction => 0,
+ );
+ if (! $val) {
+ $RT::Logger->error( "Couldn't set new due date: $msg" );
+ return (0, $msg);
+ }
+ return 1;
+}
+
+1;
+
+=head1 AUTHOR
+
+Mark Wells E<lt>mark@freeside.bizE<gt>
+
+Based on in part LinearEscalate by Kevin Riggle E<lt>kevinr@bestpractical.comE<gt>
+and Ruslan Zakirov E<lt>ruz@bestpractical.comE<gt> .
+
+=cut
diff --git a/rt/lib/RT/Action/SetPriority_Local.pm b/rt/lib/RT/Action/SetPriority_Local.pm
new file mode 100644
index 000000000..efaadc961
--- /dev/null
+++ b/rt/lib/RT/Action/SetPriority_Local.pm
@@ -0,0 +1,47 @@
+package RT::Action::SetPriority;
+use strict;
+no warnings 'redefine';
+
+# Extension to allow relative priority changes:
+# if Argument is "R" followed by a value, it's
+# relative to current priority.
+sub Commit {
+ my $self = shift;
+ my ($rel, $val);
+ my $arg = $self->Argument;
+ if ( $arg ) {
+ ($rel, $val) = ( $arg =~ /^(r?)(-?\d+)$/i );
+ if (!length($val)) {
+ warn "Bad argument to SetPriority: '$arg'\n";
+ return 0;
+ }
+ }
+ else {
+ my %Rules = $self->Rules;
+ $rel = length($Rules{'inc'}) ? 1 : 0;
+ $val = $Rules{'inc'} || $Rules{'set'};
+ if ($val !~ /^[+-]?\d+$/) {
+ warn "Bad argument to SetPriority: '$val'\n";
+ return 0;
+ }
+ }
+ $val += $self->TicketObj->Priority if $rel;
+ $self->TicketObj->SetPriority($val);
+}
+
+sub Options {
+ (
+ {
+ 'name' => 'set',
+ 'label' => 'Set to value',
+ 'type' => 'text',
+ },
+ {
+ 'name' => 'inc',
+ 'label' => 'Increment by',
+ 'type' => 'text',
+ },
+ )
+}
+
+1;
diff --git a/rt/lib/RT/CustomFieldValues/Queues.pm b/rt/lib/RT/CustomFieldValues/Queues.pm
new file mode 100644
index 000000000..59529b6ac
--- /dev/null
+++ b/rt/lib/RT/CustomFieldValues/Queues.pm
@@ -0,0 +1,30 @@
+package RT::CustomFieldValues::Queues;
+
+use strict;
+use warnings;
+
+use base qw(RT::CustomFieldValues::External);
+
+sub SourceDescription {
+ return 'RT ticket queues';
+}
+
+sub ExternalValues {
+ my $self = shift;
+
+ my @res;
+ my $i = 0;
+ my $queues = RT::Queues->new( $self->CurrentUser );
+ $queues->UnLimit;
+ $queues->OrderByCols( { FIELD => 'Name' } );
+ while( my $queue = $queues->Next ) {
+ push @res, {
+ name => $queue->Name,
+ description => $queue->Description,
+ sortorder => $i++,
+ };
+ }
+ return \@res;
+}
+
+1;
generated by cgit v1.2.1 (git 2.18.0) at 2025-10-31 22:36:07 +0000