diff options
Diffstat (limited to 'FS/FS/TicketSystem/RT_External.pm')
| -rw-r--r-- | FS/FS/TicketSystem/RT_External.pm | 401 |
1 files changed, 401 insertions, 0 deletions
diff --git a/FS/FS/TicketSystem/RT_External.pm b/FS/FS/TicketSystem/RT_External.pm new file mode 100644 index 0000000..2995b88 --- /dev/null +++ b/FS/FS/TicketSystem/RT_External.pm @@ -0,0 +1,401 @@ +package FS::TicketSystem::RT_External; + +use strict; +use vars qw( $DEBUG $me $conf $dbh $default_queueid $external_url + $priority_reverse + $priority_field $priority_field_queue $field + ); +use URI::Escape; +use FS::UID qw(dbh); +use FS::Record qw(qsearchs); +use FS::cust_main; +use Carp qw(cluck); + +$me = '[FS::TicketSystem::RT_External]'; +$DEBUG = 0; + +FS::UID->install_callback( sub { + $conf = new FS::Conf; + $default_queueid = $conf->config('ticket_system-default_queueid'); + $priority_reverse = $conf->exists('ticket_system-priority_reverse'); + $priority_field = + $conf->config('ticket_system-custom_priority_field'); + if ( $priority_field ) { + $priority_field_queue = + $conf->config('ticket_system-custom_priority_field_queue'); + + $field = $priority_field_queue + ? $priority_field_queue. '.%7B'. $priority_field. '%7D' + : $priority_field; + } else { + $priority_field_queue = ''; + $field = ''; + } + + $external_url = ''; + $dbh = dbh; + if ($conf->config('ticket_system') eq 'RT_External') { + my ($datasrc, $user, $pass) = $conf->config('ticket_system-rt_external_datasrc'); + $dbh = DBI->connect($datasrc, $user, $pass, { 'ChopBlanks' => 1 }) + or die "RT_External DBI->connect error: $DBI::errstr\n"; + + $external_url = $conf->config('ticket_system-rt_external_url'); + } + + #kludge... should *use* the id... but good enough for now + if ( $priority_field_queue =~ /^(\d+)$/ ) { + my $id = $1; + my $sql = 'SELECT Name FROM Queues WHERE Id = ?'; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql"; + $sth->execute($id) or die $sth->errstr. " executing $sql"; + + $priority_field_queue = $sth->fetchrow_arrayref->[0]; + + } + +} ); + +sub num_customer_tickets { + my( $self, $custnum, $priority ) = @_; + + my( $from_sql, @param) = $self->_from_customer( $custnum, $priority ); + + my $sql = "SELECT COUNT(*) $from_sql"; + warn "$me $sql (@param)" if $DEBUG; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql"; + $sth->execute(@param) or die $sth->errstr. " executing $sql"; + + $sth->fetchrow_arrayref->[0]; + +} + +sub customer_tickets { + my( $self, $custnum, $limit, $priority ) = @_; + $limit ||= 0; + + my( $from_sql, @param) = $self->_from_customer( $custnum, $priority ); + my $sql = " + SELECT Tickets.*, + Queues.Name AS Queue, + Users.Name AS Owner, + position(Tickets.Status in 'newopenstalledresolvedrejecteddeleted') + AS svalue + ". ( length($priority) ? ", ObjectCustomFieldValues.Content" : '' )." + $from_sql + ORDER BY svalue, + Priority ". ( $priority_reverse ? 'ASC' : 'DESC' ). ", + id DESC + LIMIT $limit + "; + warn "$me $sql (@param)" if $DEBUG; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql"; + $sth->execute(@param) or die $sth->errstr. "executing $sql"; + + #munge column names??? #httemplate/view/cust_main/tickets.html has column + #names that might not make sense now... + $sth->fetchall_arrayref({}); + +} + +sub comments_on_tickets { + my ($self, $custnum, $limit, $time ) = @_; + $limit ||= 0; + + my( $from_sql, @param) = $self->_from_customer( $custnum ); + my $sql = qq{ + SELECT transactions.*, Attachments.content, Tickets.subject + FROM transactions + JOIN Attachments ON( Attachments.transactionid = transactions.id ) + JOIN Tickets ON ( Tickets.id = transactions.objectid ) + JOIN Links ON ( Tickets.id = Links.LocalBase + AND Links.Base LIKE '%/ticket/' || Tickets.id ) + + + WHERE ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) + AND Target = 'freeside://freeside/cust_main/$custnum' + AND transactions.type = 'Comment' + AND transactions.created >= (SELECT TIMESTAMP WITH TIME ZONE 'epoch' + $time * INTERVAL '1 second') + LIMIT $limit + }; + cluck $sql if $DEBUG > 0; + #AND created > + $dbh->selectall_arrayref( $sql, { Slice => {} } ) or die $dbh->errstr . " $sql"; +} + +sub _from_customer { + my( $self, $custnum, $priority ) = @_; + + my @param = (); + my $join = ''; + my $where = ''; + if ( defined($priority) ) { + + my $queue_sql = " ObjectCustomFields.ObjectId = ( SELECT id FROM Queues + WHERE Queues.Name = ? ) + OR ( ? = '' AND ObjectCustomFields.ObjectId = 0 )"; + + my $customfield_sql = + "customfield = ( + SELECT CustomFields.Id FROM CustomFields + JOIN ObjectCustomFields + ON ( CustomFields.id = ObjectCustomFields.CustomField ) + WHERE LookupType = 'RT::Queue-RT::Ticket' + AND Name = ? + AND ( $queue_sql ) + )"; + + push @param, $priority_field, + $priority_field_queue, + $priority_field_queue; + + if ( length($priority) ) { + #$where = " + # and ? = ( select content from TicketCustomFieldValues + # where ticket = tickets.id + # and customfield = ( select id from customfields + # where name = ? + # and ( $queue_sql ) + # ) + # ) + #"; + unshift @param, $priority; + + $join = "JOIN ObjectCustomFieldValues + ON ( Tickets.id = ObjectCustomFieldValues.ObjectId )"; + + $where = " AND Content = ? + AND ObjectCustomFieldValues.Disabled != 1 + AND ObjectType = 'RT::Ticket' + AND $customfield_sql"; + + } else { + + $where = + "AND 0 = ( SELECT COUNT(*) FROM ObjectCustomFieldValues + WHERE ObjectId = Tickets.id + AND ObjectType = 'RT::Ticket' + AND $customfield_sql + ) + "; + } + + } + + my $sql = " + FROM Tickets + JOIN Queues ON ( Tickets.Queue = Queues.id ) + JOIN Users ON ( Tickets.Owner = Users.id ) + JOIN Links ON ( Tickets.id = Links.LocalBase + AND Links.Base LIKE '%/ticket/' || Tickets.id ) + $join + + WHERE ( ". join(' OR ', map "Status = '$_'", $self->statuses ). " ) + AND Target = 'freeside://freeside/cust_main/$custnum' + $where + "; + + ( $sql, @param ); + +} + +sub statuses { + #my $self = shift; + my @statuses = grep { ! /^\s*$/ } $conf->config('cust_main-ticket_statuses'); + @statuses = (qw( new open stalled )) unless scalar(@statuses); + @statuses; +} + +sub href_customer_tickets { + my( $self, $custnum ) = ( shift, shift ); + my( $priority, @statuses); + if ( ref($_[0]) ) { + my $opt = shift; + $priority = $opt->{'priority'}; + @statuses = $opt->{'statuses'} ? @{$opt->{'statuses'}} : $self->statuses; + } else { + $priority = shift; + @statuses = $self->statuses; + } + + #my $href = $self->baseurl; + + #i snarfed this from an RT bookmarked search, then unescaped (some of) it with + #perl -npe 's/%([0-9A-F]{2})/pack('C', hex($1))/eg;' + + #$href .= + my $href = + "Search/Results.html?Order=ASC&". + "Query= MemberOf = 'freeside://freeside/cust_main/$custnum' ". + #" AND ( Status = 'open' OR Status = 'new' OR Status = 'stalled' )" + " AND ( ". join(' OR ', map "Status = '$_'", @statuses ). " ) " + ; + + if ( defined($priority) && $field && $priority_field_queue ) { + $href .= " AND Queue = '$priority_field_queue' "; + } + if ( defined($priority) && $field ) { + $href .= " AND 'CF.$field' "; + if ( $priority ) { + $href .= "= '$priority' "; + } else { + $href .= "IS 'NULL' "; #this is "RTQL", not SQL + } + } + + #$href = + uri_escape($href); + #eventually should unescape all of it... + + $href .= '&Rows=100'. + '&OrderBy=id&Page=1'. + '&Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22'. + $self->baseurl. + 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%20%0A%27%3Cb%3E%3Ca%20href%3D%22'. + $self->baseurl. + 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%20%0A%27__Status__%27%2C%20'; + + if ( defined($priority) && $field ) { + $href .= '%0A%27__CustomField.'. $field. '__%2FTITLE%3ASeverity%27%2C%20'; + } + + $href .= '%0A%27__QueueName__%27%2C%20%0A%27__OwnerName__%27%2C%20%0A%27__Priority__%27%2C%20%0A%27__NEWLINE__%27%2C%20%0A%27%27%2C%20%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C'; + + if ( defined($priority) && $field ) { + $href .= '%20%0A%27__-__%27%2C'; + } + + $href .= '%20%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27'; + + #$href = + #uri_escape($href); + + $self->baseurl. $href; + +} + +sub href_params_new_ticket { + my( $self, $custnum_or_cust_main, $requestors ) = @_; + + my( $custnum, $cust_main ); + if ( ref($custnum_or_cust_main) ) { + $cust_main = $custnum_or_cust_main; + $custnum = $cust_main->custnum; + } else { + $custnum = $custnum_or_cust_main; + $cust_main = qsearchs('cust_main', { 'custnum' => $custnum } ); + } + + my %param = ( + 'Queue' => ($cust_main->agent->ticketing_queueid || $default_queueid), + 'new-MemberOf'=> "freeside://freeside/cust_main/$custnum", + 'Requestors' => $requestors, + ); + + ( $self->baseurl.'Ticket/Create.html', %param ); +} + +sub href_new_ticket { + my $self = shift; + + my( $base, %param ) = $self->href_params_new_ticket(@_); + + my $uri = new URI $base; + $uri->query_form(%param); + $uri; + +} + +sub href_ticket { + my($self, $ticketnum) = @_; + $self->baseurl. 'Ticket/Display.html?id='.$ticketnum; +} + +sub queues { + my($self) = @_; + + my $sql = "SELECT id, Name FROM Queues WHERE Disabled = 0"; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql"; + $sth->execute() or die $sth->errstr. " executing $sql"; + + map { $_->[0] => $_->[1] } @{ $sth->fetchall_arrayref([]) }; + +} + +sub queue { + my($self, $queueid) = @_; + + return '' unless $queueid; + + my $sql = "SELECT Name FROM Queues WHERE id = ?"; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql"; + $sth->execute($queueid) or die $sth->errstr. " executing $sql"; + + my $rows = $sth->fetchrow_arrayref; + $rows ? $rows->[0] : ''; + +} + +sub baseurl { + #my $self = shift; + $external_url. '/'; +} + +sub _retrieve_single_value { + my( $self, $sql ) = @_; + + warn "$me $sql" if $DEBUG; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql"; + $sth->execute or die $sth->errstr. "executing $sql"; + + my $arrayref = $sth->fetchrow_arrayref; + $arrayref ? $arrayref->[0] : $arrayref; +} + +sub transaction_creator { + my( $self, $transaction_id ) = @_; + + my $sql = "SELECT Name FROM Transactions JOIN Users ON ". + "Transactions.Creator=Users.id WHERE Transactions.id = ". + $transaction_id; + + $self->_retrieve_single_value($sql); +} + +sub transaction_ticketid { + my( $self, $transaction_id ) = @_; + + my $sql = "SELECT ObjectId FROM Transactions WHERE Transactions.id = ". + $transaction_id; + + $self->_retrieve_single_value($sql); +} + +sub transaction_subject { + my( $self, $transaction_id ) = @_; + + my $sql = "SELECT Subject FROM Transactions JOIN Tickets ON ObjectId=". + "Tickets.id WHERE Transactions.id = ". $transaction_id; + + $self->_retrieve_single_value($sql); +} + +sub transaction_status { + my( $self, $transaction_id ) = @_; + + my $sql = "SELECT Status FROM Transactions JOIN Tickets ON ObjectId=". + "Tickets.id WHERE Transactions.id = ". $transaction_id; + + $self->_retrieve_single_value($sql); +} + +sub access_right { + warn "WARNING: no access rights available w/ external RT"; + 0; +} + +sub create_ticket { + return 'create_ticket unimplemented w/external RT (write something w/RT::Client::REST?)'; +} + +1; + |