1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
|
package FS::TicketSystem::RT_External;
use strict;
use vars qw( $conf $default_queueid
$priority_field $priority_field_queue $field );
use URI::Escape;
use FS::UID;
install_callback FS::UID 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 = '';
}
};
sub num_customer_tickets {
my( $self, $custnum, $priority, $dbh ) = @_;
#$dbh ||= create one from some config options
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, $dbh ) = @_;
$limit ||= 0;
#$dbh ||= create one from some config options
my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
my $sql = "select tickets.*, queues.name".
( length($priority) ? ", ticketcustomfieldvalues.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 $queue_sql = " customfields.queue = ( select id from queues
where queues.name = ? )
or ( ? = '' and customfields.queue = 0 )";
if ( length($priority) ) {
#$where = "
# and ? = ( select content from TicketCustomFieldValues
# where ticket = tickets.id
# and customfield = ( select id from customfields
# where name = ?
# and ( $queue_sql )
# )
# )
#";
push @param, $priority;
$join = "join TicketCustomFieldValues
on ( tickets.id = TicketCustomFieldValues.ticket )";
$where = "and content = ?
and customfield = ( select id from customfields
where name = ?
and ( $queue_sql )
)
";
} else {
$where =
"and 0 = ( select count(*) from TicketCustomFieldValues
where ticket = tickets.id
and customfield = ( select id from customfields
where name = ?
and ( $queue_sql )
)
)
";
}
push @param, $priority_field,
$priority_field_queue,
$priority_field_queue;
}
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 ) = @_;
#i snarfed this from an RT bookmarked search, it could be unescaped in the
#source for readability and run through uri_escape
my $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';
}
}
$href .= '&Rows=100'.
'&OrderBy=id&Page=1'.
'&Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Ffreeside%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%20%0A%27%3Cb%3E%3Ca%20href%3D%22%2Ffreeside%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%20%0A%27__Status__%27%2C%20';
if ( defined($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, $requestors ) = @_;
'Ticket/Create.html?'.
"Queue=$default_queueid".
"&new-MemberOf=freeside://freeside/cust_main/$custnum".
( $requestors ? '&Requestors='. uri_escape($requestors) : '' )
;
}
sub href_ticket {
my($self, $ticketnum) = @_;
'Ticket/Display.html?id='.$ticketnum;
}
1;
|
