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-rw-r--r--FS/FS/TicketSystem/RT_External.pm247
-rw-r--r--FS/FS/TicketSystem/RT_Internal.pm29
-rw-r--r--FS/FS/TicketSystem/RT_Libs.pm10
3 files changed, 286 insertions, 0 deletions
diff --git a/FS/FS/TicketSystem/RT_External.pm b/FS/FS/TicketSystem/RT_External.pm
new file mode 100644
index 000000000..d951cc0e7
--- /dev/null
+++ b/FS/FS/TicketSystem/RT_External.pm
@@ -0,0 +1,247 @@
+package FS::TicketSystem::RT_External;
+
+use strict;
+use vars qw( $conf $default_queueid
+ $priority_field $priority_field_queue $field
+ $dbh $external_url );
+use URI::Escape;
+use FS::UID qw(dbh);
+use FS::Record qw(qsearchs);
+use FS::cust_main;
+
+FS::UID->install_callback( sub {
+ my $conf = new FS::Conf;
+ $default_queueid = $conf->config('ticket_system-default_queueid');
+ $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');
+ }
+
+} );
+
+sub num_customer_tickets {
+ my( $self, $custnum, $priority ) = @_;
+
+ my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
+
+ my $sql = "SELECT COUNT(*) $from_sql";
+ 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 $sql = "SELECT tickets.*, queues.name".
+ ( length($priority) ? ", objectcustomfieldvalues.content" : '' ).
+ " $from_sql ORDER BY priority DESC LIMIT $limit";
+ 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 _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 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 links ON ( tickets.id = links.localbase )
+ $join
+ WHERE ( status = 'new' OR status = 'open' OR status = 'stalled' )
+ AND target = 'freeside://freeside/cust_main/$custnum'
+ $where
+ ";
+
+ ( $sql, @param );
+
+}
+
+sub href_customer_tickets {
+ my( $self, $custnum, $priority ) = @_;
+
+ my $href = $self->baseurl;
+
+ #i snarfed this from an RT bookmarked search, it could be unescaped in the
+ #source for readability and run through uri_escape
+ $href .=
+ 'Search/Results.html?Order=ASC&Query=%20MemberOf%20%3D%20%27freeside%3A%2F%2Ffreeside%2Fcust_main%2F'.
+ $custnum.
+ '%27%20%20AND%20%28%20Status%20%3D%20%27open%27%20%20OR%20Status%20%3D%20%27new%27%20%20OR%20Status%20%3D%20%27stalled%27%20%29%20'
+ ;
+
+ if ( defined($priority) && $field && $priority_field_queue ) {
+ $href .= 'AND%20Queue%20%3D%20%27'. $priority_field_queue. '%27%20';
+ }
+ if ( defined($priority) && $field ) {
+ $href .= '%20AND%20%27CF.'. $field. '%27%20';
+ if ( $priority ) {
+ $href .= '%3D%20%27'. $priority. '%27%20';
+ } else {
+ $href .= 'IS%20%27NULL%27%20';
+ }
+ }
+
+ $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;
+
+}
+
+sub href_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 $queueid = $cust_main->agent->ticketing_queueid || $default_queueid;
+
+ $self->baseurl.
+ 'Ticket/Create.html?'.
+ "Queue=$queueid".
+ "&new-MemberOf=freeside://freeside/cust_main/$custnum".
+ ( $requestors ? '&Requestors='. uri_escape($requestors) : '' )
+ ;
+}
+
+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";
+
+ $sth->fetchrow_arrayref->[0];
+
+}
+
+sub baseurl {
+ #my $self = shift;
+ $external_url;
+}
+
+1;
+
diff --git a/FS/FS/TicketSystem/RT_Internal.pm b/FS/FS/TicketSystem/RT_Internal.pm
new file mode 100644
index 000000000..8fce918e0
--- /dev/null
+++ b/FS/FS/TicketSystem/RT_Internal.pm
@@ -0,0 +1,29 @@
+package FS::TicketSystem::RT_Internal;
+
+use strict;
+use vars qw( @ISA );
+use FS::UID qw(dbh);
+use FS::CGI qw(popurl);
+use FS::TicketSystem::RT_Libs;
+
+@ISA = qw( FS::TicketSystem::RT_Libs );
+
+sub sql_num_customer_tickets {
+ "( select count(*) from tickets
+ join links on ( tickets.id = links.localbase )
+ where ( status = 'new' or status = 'open' or status = 'stalled' )
+ and target = 'freeside://freeside/cust_main/' || custnum
+ )";
+}
+
+sub baseurl {
+ #my $self = shift;
+ if ( $RT::URI::freeside::URL ) {
+ $RT::URI::freeside::URL. 'rt/';
+ } else {
+ 'http://you_need_to_set_RT_URI_freeside_URL_in_SiteConfig.pm/';
+ }
+}
+
+1;
+
diff --git a/FS/FS/TicketSystem/RT_Libs.pm b/FS/FS/TicketSystem/RT_Libs.pm
new file mode 100644
index 000000000..aebe8c562
--- /dev/null
+++ b/FS/FS/TicketSystem/RT_Libs.pm
@@ -0,0 +1,10 @@
+package FS::TicketSystem::RT_Libs;
+
+use strict;
+use vars qw( @ISA );
+use FS::TicketSystem::RT_External;
+
+@ISA = qw( FS::TicketSystem::RT_External );
+
+1;
+
generated by cgit v1.2.1 (git 2.18.0) at 2024-07-05 19:31:14 +0000