1 package FS::TicketSystem::RT_External;
4 use vars qw( $conf $default_queueid
5 $priority_field $priority_field_queue $field
6 $external_dbh $external_url );
10 install_callback FS::UID sub {
11 my $conf = new FS::Conf;
12 $default_queueid = $conf->config('ticket_system-default_queueid');
14 $conf->config('ticket_system-custom_priority_field');
15 if ( $priority_field ) {
16 $priority_field_queue =
17 $conf->config('ticket_system-custom_priority_field_queue');
18 $field = $priority_field_queue
19 ? $priority_field_queue. '.%7B'. $priority_field. '%7D'
22 $priority_field_queue = '';
27 if ($conf->config('ticket_system') eq 'RT_External') {
28 my ($datasrc, $user, $pass) = $conf->config('ticket_system-rt_external_datasrc');
29 $external_dbh = DBI->connect($datasrc, $user, $pass, { 'ChopBlanks' => 1 })
30 or die "RT_External DBI->connect error: $DBI::errstr\n";
32 $external_url = $conf->config('ticket_system-rt_external_url');
37 sub num_customer_tickets {
38 my( $self, $custnum, $priority, $dbh ) = @_;
40 $dbh ||= $external_dbh;
42 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
44 my $sql = "select count(*) $from_sql";
45 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
46 $sth->execute(@param) or die $sth->errstr. " executing $sql";
48 $sth->fetchrow_arrayref->[0];
52 sub customer_tickets {
53 my( $self, $custnum, $limit, $priority, $dbh ) = @_;
56 $dbh ||= $external_dbh;
58 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
59 my $sql = "select tickets.*, queues.name".
60 ( length($priority) ? ", ticketcustomfieldvalues.content" : '' ).
61 " $from_sql order by priority desc limit $limit";
62 my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
63 $sth->execute(@param) or die $sth->errstr. "executing $sql";
65 #munge column names??? #httemplate/view/cust_main/tickets.html has column
66 #names that might not make sense now...
67 $sth->fetchall_arrayref({});
72 my( $self, $custnum, $priority ) = @_;
77 if ( defined($priority) ) {
79 my $queue_sql = " customfields.queue = ( select id from queues
80 where queues.name = ? )
81 or ( ? = '' and customfields.queue = 0 )";
83 if ( length($priority) ) {
85 # and ? = ( select content from TicketCustomFieldValues
86 # where ticket = tickets.id
87 # and customfield = ( select id from customfields
93 push @param, $priority;
95 $join = "join TicketCustomFieldValues
96 on ( tickets.id = TicketCustomFieldValues.ticket )";
98 $where = "and content = ?
99 and customfield = ( select id from customfields
106 "and 0 = ( select count(*) from TicketCustomFieldValues
107 where ticket = tickets.id
108 and customfield = ( select id from customfields
115 push @param, $priority_field,
116 $priority_field_queue,
117 $priority_field_queue;
122 join queues on ( tickets.queue = queues.id )
123 join links on ( tickets.id = links.localbase )
125 where ( status = 'new' or status = 'open' or status = 'stalled' )
126 and target = 'freeside://freeside/cust_main/$custnum'
134 sub _href_customer_tickets {
135 my( $self, $custnum, $priority ) = @_;
137 #i snarfed this from an RT bookmarked search, it could be unescaped in the
138 #source for readability and run through uri_escape
140 'Search/Results.html?Order=ASC&Query=%20MemberOf%20%3D%20%27freeside%3A%2F%2Ffreeside%2Fcust_main%2F'.
142 '%27%20%20AND%20%28%20Status%20%3D%20%27open%27%20%20OR%20Status%20%3D%20%27new%27%20%20OR%20Status%20%3D%20%27stalled%27%20%29%20'
145 if ( defined($priority) && $field && $priority_field_queue ) {
146 $href .= 'AND%20Queue%20%3D%20%27'. $priority_field_queue. '%27%20';
148 if ( defined($priority) && $field ) {
149 $href .= '%20AND%20%27CF.'. $field. '%27%20';
151 $href .= '%3D%20%27'. $priority. '%27%20';
153 $href .= 'IS%20%27NULL%27%20';
157 $href .= '&Rows=100'.
158 '&OrderBy=id&Page=1'.
159 '&Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22'.
161 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%20%0A%27%3Cb%3E%3Ca%20href%3D%22'.
163 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%20%0A%27__Status__%27%2C%20';
165 if ( defined($priority) && $field ) {
166 $href .= '%0A%27__CustomField.'. $field. '__%2FTITLE%3ASeverity%27%2C%20';
169 $href .= '%0A%27__QueueName__%27%2C%20%0A%27__OwnerName__%27%2C%20%0A%27__Priority__%27%2C%20%0A%27__NEWLINE__%27%2C%20%0A%27%27%2C%20%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C';
171 if ( defined($priority) && $field ) {
172 $href .= '%20%0A%27__-__%27%2C';
175 $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';
181 sub href_customer_tickets {
184 return $external_url . $self->_href_customer_tickets(@_);
189 sub _href_new_ticket {
190 my( $self, $custnum, $requestors ) = @_;
192 'Ticket/Create.html?'.
193 "Queue=$default_queueid".
194 "&new-MemberOf=freeside://freeside/cust_main/$custnum".
195 ( $requestors ? '&Requestors='. uri_escape($requestors) : '' )
199 sub href_new_ticket {
202 return return $external_url . $self->_href_new_ticket(@_);
207 my($self, $ticketnum) = @_;
208 'Ticket/Display.html?id='.$ticketnum;
214 return $external_url . $self->_href_ticket(@_);
220 return $external_url;