1 package FS::TicketSystem::RT_External;
4 use vars qw( $DEBUG $me $conf $dbh $default_queueid $external_url
6 $priority_field $priority_field_queue $field
10 use FS::Record qw(qsearchs);
13 $me = '[FS::TicketSystem::RT_External]';
16 FS::UID->install_callback( sub {
18 $default_queueid = $conf->config('ticket_system-default_queueid');
19 $priority_reverse = $conf->exists('ticket_system-priority_reverse');
21 $conf->config('ticket_system-custom_priority_field');
22 if ( $priority_field ) {
23 $priority_field_queue =
24 $conf->config('ticket_system-custom_priority_field_queue');
26 $field = $priority_field_queue
27 ? $priority_field_queue. '.%7B'. $priority_field. '%7D'
30 $priority_field_queue = '';
36 if ($conf->config('ticket_system') eq 'RT_External') {
37 my ($datasrc, $user, $pass) = $conf->config('ticket_system-rt_external_datasrc');
38 $dbh = DBI->connect($datasrc, $user, $pass, { 'ChopBlanks' => 1 })
39 or die "RT_External DBI->connect error: $DBI::errstr\n";
41 $external_url = $conf->config('ticket_system-rt_external_url');
44 #kludge... should *use* the id... but good enough for now
45 if ( $priority_field_queue =~ /^(\d+)$/ ) {
47 my $sql = 'SELECT Name FROM Queues WHERE Id = ?';
48 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
49 $sth->execute($id) or die $sth->errstr. " executing $sql";
51 $priority_field_queue = $sth->fetchrow_arrayref->[0];
57 sub num_customer_tickets {
58 my( $self, $custnum, $priority ) = @_;
60 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
62 my $sql = "SELECT COUNT(*) $from_sql";
63 warn "$me $sql (@param)" if $DEBUG;
64 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
65 $sth->execute(@param) or die $sth->errstr. " executing $sql";
67 $sth->fetchrow_arrayref->[0];
71 sub customer_tickets {
72 my( $self, $custnum, $limit, $priority ) = @_;
75 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
80 position(Tickets.Status in 'newopenstalledresolvedrejecteddeleted')
82 ". ( length($priority) ? ", ObjectCustomFieldValues.Content" : '' )."
85 Priority ". ( $priority_reverse ? 'ASC' : 'DESC' ). ",
89 warn "$me $sql (@param)" if $DEBUG;
90 my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
91 $sth->execute(@param) or die $sth->errstr. "executing $sql";
93 #munge column names??? #httemplate/view/cust_main/tickets.html has column
94 #names that might not make sense now...
95 $sth->fetchall_arrayref({});
100 my( $self, $custnum, $priority ) = @_;
105 if ( defined($priority) ) {
107 my $queue_sql = " ObjectCustomFields.ObjectId = ( SELECT id FROM Queues
108 WHERE Queues.Name = ? )
109 OR ( ? = '' AND ObjectCustomFields.ObjectId = 0 )";
111 my $customfield_sql =
113 SELECT CustomFields.Id FROM CustomFields
114 JOIN ObjectCustomFields
115 ON ( CustomFields.id = ObjectCustomFields.CustomField )
116 WHERE LookupType = 'RT::Queue-RT::Ticket'
121 push @param, $priority_field,
122 $priority_field_queue,
123 $priority_field_queue;
125 if ( length($priority) ) {
127 # and ? = ( select content from TicketCustomFieldValues
128 # where ticket = tickets.id
129 # and customfield = ( select id from customfields
135 unshift @param, $priority;
137 $join = "JOIN ObjectCustomFieldValues
138 ON ( Tickets.id = ObjectCustomFieldValues.ObjectId )";
140 $where = " AND Content = ?
141 AND ObjectCustomFieldValues.Disabled != 1
142 AND ObjectType = 'RT::Ticket'
143 AND $customfield_sql";
148 "AND 0 = ( SELECT COUNT(*) FROM ObjectCustomFieldValues
149 WHERE ObjectId = Tickets.id
150 AND ObjectType = 'RT::Ticket'
160 JOIN Queues ON ( Tickets.Queue = Queues.id )
161 JOIN Links ON ( Tickets.id = Links.LocalBase )
162 JOIN Users ON ( Tickets.Owner = Users.id )
164 WHERE ( ". join(' OR ', map "Status = '$_'", $self->statuses ). " )
165 AND Target = 'freeside://freeside/cust_main/$custnum'
175 my @statuses = grep { ! /^\s*$/ } $conf->config('cust_main-ticket_statuses');
176 @statuses = (qw( new open stalled )) unless scalar(@statuses);
180 sub href_customer_tickets {
181 my( $self, $custnum ) = ( shift, shift );
182 my( $priority, @statuses);
185 $priority = $opt->{'priority'};
186 @statuses = $opt->{'statuses'} ? @{$opt->{'statuses'}} : $self->statuses;
189 @statuses = $self->statuses;
192 #my $href = $self->baseurl;
194 #i snarfed this from an RT bookmarked search, then unescaped (some of) it with
195 #perl -npe 's/%([0-9A-F]{2})/pack('C', hex($1))/eg;'
199 "Search/Results.html?Order=ASC&".
200 "Query= MemberOf = 'freeside://freeside/cust_main/$custnum' ".
201 #" AND ( Status = 'open' OR Status = 'new' OR Status = 'stalled' )"
202 " AND ( ". join(' OR ', map "Status = '$_'", @statuses ). " ) "
205 if ( defined($priority) && $field && $priority_field_queue ) {
206 $href .= " AND Queue = '$priority_field_queue' ";
208 if ( defined($priority) && $field ) {
209 $href .= " AND 'CF.$field' ";
211 $href .= "= '$priority' ";
213 $href .= "IS 'NULL' "; #this is "RTQL", not SQL
219 #eventually should unescape all of it...
221 $href .= '&Rows=100'.
222 '&OrderBy=id&Page=1'.
223 '&Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22'.
225 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%20%0A%27%3Cb%3E%3Ca%20href%3D%22'.
227 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%20%0A%27__Status__%27%2C%20';
229 if ( defined($priority) && $field ) {
230 $href .= '%0A%27__CustomField.'. $field. '__%2FTITLE%3ASeverity%27%2C%20';
233 $href .= '%0A%27__QueueName__%27%2C%20%0A%27__OwnerName__%27%2C%20%0A%27__Priority__%27%2C%20%0A%27__NEWLINE__%27%2C%20%0A%27%27%2C%20%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C';
235 if ( defined($priority) && $field ) {
236 $href .= '%20%0A%27__-__%27%2C';
239 $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';
244 $self->baseurl. $href;
248 sub href_new_ticket {
249 my( $self, $custnum_or_cust_main, $requestors ) = @_;
251 my( $custnum, $cust_main );
252 if ( ref($custnum_or_cust_main) ) {
253 $cust_main = $custnum_or_cust_main;
254 $custnum = $cust_main->custnum;
256 $custnum = $custnum_or_cust_main;
257 $cust_main = qsearchs('cust_main', { 'custnum' => $custnum } );
259 my $queueid = $cust_main->agent->ticketing_queueid || $default_queueid;
262 'Ticket/Create.html?'.
264 "&new-MemberOf=freeside://freeside/cust_main/$custnum".
265 ( $requestors ? '&Requestors='. uri_escape($requestors) : '' )
270 my($self, $ticketnum) = @_;
271 $self->baseurl. 'Ticket/Display.html?id='.$ticketnum;
277 my $sql = "SELECT id, Name FROM Queues WHERE Disabled = 0";
278 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
279 $sth->execute() or die $sth->errstr. " executing $sql";
281 map { $_->[0] => $_->[1] } @{ $sth->fetchall_arrayref([]) };
286 my($self, $queueid) = @_;
288 return '' unless $queueid;
290 my $sql = "SELECT Name FROM Queues WHERE id = ?";
291 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
292 $sth->execute($queueid) or die $sth->errstr. " executing $sql";
294 my $rows = $sth->fetchrow_arrayref;
295 $rows ? $rows->[0] : '';
304 sub _retrieve_single_value {
305 my( $self, $sql ) = @_;
307 warn "$me $sql" if $DEBUG;
308 my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
309 $sth->execute or die $sth->errstr. "executing $sql";
311 my $arrayref = $sth->fetchrow_arrayref;
312 $arrayref ? $arrayref->[0] : $arrayref;
315 sub transaction_creator {
316 my( $self, $transaction_id ) = @_;
318 my $sql = "SELECT Name FROM Transactions JOIN Users ON ".
319 "Transactions.Creator=Users.id WHERE Transactions.id = ".
322 $self->_retrieve_single_value($sql);
325 sub transaction_ticketid {
326 my( $self, $transaction_id ) = @_;
328 my $sql = "SELECT ObjectId FROM Transactions WHERE Transactions.id = ".
331 $self->_retrieve_single_value($sql);
334 sub transaction_subject {
335 my( $self, $transaction_id ) = @_;
337 my $sql = "SELECT Subject FROM Transactions JOIN Tickets ON ObjectId=".
338 "Tickets.id WHERE Transactions.id = ". $transaction_id;
340 $self->_retrieve_single_value($sql);
343 sub transaction_status {
344 my( $self, $transaction_id ) = @_;
346 my $sql = "SELECT Status FROM Transactions JOIN Tickets ON ObjectId=".
347 "Tickets.id WHERE Transactions.id = ". $transaction_id;
349 $self->_retrieve_single_value($sql);