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);
14 $me = '[FS::TicketSystem::RT_External]';
17 FS::UID->install_callback( sub {
19 $default_queueid = $conf->config('ticket_system-default_queueid');
20 $priority_reverse = $conf->exists('ticket_system-priority_reverse');
22 $conf->config('ticket_system-custom_priority_field');
23 if ( $priority_field ) {
24 $priority_field_queue =
25 $conf->config('ticket_system-custom_priority_field_queue');
27 $field = $priority_field_queue
28 ? $priority_field_queue. '.%7B'. $priority_field. '%7D'
31 $priority_field_queue = '';
37 if ($conf->config('ticket_system') eq 'RT_External') {
38 my ($datasrc, $user, $pass) = $conf->config('ticket_system-rt_external_datasrc');
39 $dbh = DBI->connect($datasrc, $user, $pass, { 'ChopBlanks' => 1 })
40 or die "RT_External DBI->connect error: $DBI::errstr\n";
42 $external_url = $conf->config('ticket_system-rt_external_url');
45 #kludge... should *use* the id... but good enough for now
46 if ( $priority_field_queue =~ /^(\d+)$/ ) {
48 my $sql = 'SELECT Name FROM Queues WHERE Id = ?';
49 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
50 $sth->execute($id) or die $sth->errstr. " executing $sql";
52 $priority_field_queue = $sth->fetchrow_arrayref->[0];
58 sub num_customer_tickets {
59 my( $self, $custnum, $priority ) = @_;
61 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
63 my $sql = "SELECT COUNT(*) $from_sql";
64 warn "$me $sql (@param)" if $DEBUG;
65 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
66 $sth->execute(@param) or die $sth->errstr. " executing $sql";
68 $sth->fetchrow_arrayref->[0];
72 sub customer_tickets {
73 my( $self, $custnum, $limit, $priority ) = @_;
76 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
81 position(Tickets.Status in 'newopenstalledresolvedrejecteddeleted')
83 ". ( length($priority) ? ", ObjectCustomFieldValues.Content" : '' )."
86 Priority ". ( $priority_reverse ? 'ASC' : 'DESC' ). ",
90 warn "$me $sql (@param)" if $DEBUG;
91 my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
92 $sth->execute(@param) or die $sth->errstr. "executing $sql";
94 #munge column names??? #httemplate/view/cust_main/tickets.html has column
95 #names that might not make sense now...
96 $sth->fetchall_arrayref({});
100 sub comments_on_tickets {
101 my ($self, $custnum, $limit, $time ) = @_;
104 my( $from_sql, @param) = $self->_from_customer( $custnum );
106 SELECT transactions.*, Attachments.content, Tickets.subject
108 JOIN Attachments ON( Attachments.transactionid = transactions.id )
109 JOIN Tickets ON ( Tickets.id = transactions.objectid )
110 JOIN Links ON ( Tickets.id = Links.LocalBase
111 AND Links.Base LIKE '%/ticket/' || Tickets.id )
114 WHERE ( Status = 'new' OR Status = 'open' OR Status = 'stalled' )
115 AND Target = 'freeside://freeside/cust_main/$custnum'
116 AND transactions.type = 'Comment'
117 AND transactions.created >= (SELECT TIMESTAMP WITH TIME ZONE 'epoch' + $time * INTERVAL '1 second')
120 cluck $sql if $DEBUG > 0;
122 $dbh->selectall_arrayref( $sql, { Slice => {} } ) or die $dbh->errstr . " $sql";
126 my( $self, $custnum, $priority ) = @_;
131 if ( defined($priority) ) {
133 my $queue_sql = " ObjectCustomFields.ObjectId = ( SELECT id FROM Queues
134 WHERE Queues.Name = ? )
135 OR ( ? = '' AND ObjectCustomFields.ObjectId = 0 )";
137 my $customfield_sql =
139 SELECT CustomFields.Id FROM CustomFields
140 JOIN ObjectCustomFields
141 ON ( CustomFields.id = ObjectCustomFields.CustomField )
142 WHERE LookupType = 'RT::Queue-RT::Ticket'
147 push @param, $priority_field,
148 $priority_field_queue,
149 $priority_field_queue;
151 if ( length($priority) ) {
153 # and ? = ( select content from TicketCustomFieldValues
154 # where ticket = tickets.id
155 # and customfield = ( select id from customfields
161 unshift @param, $priority;
163 $join = "JOIN ObjectCustomFieldValues
164 ON ( Tickets.id = ObjectCustomFieldValues.ObjectId )";
166 $where = " AND Content = ?
167 AND ObjectCustomFieldValues.Disabled != 1
168 AND ObjectType = 'RT::Ticket'
169 AND $customfield_sql";
174 "AND 0 = ( SELECT COUNT(*) FROM ObjectCustomFieldValues
175 WHERE ObjectId = Tickets.id
176 AND ObjectType = 'RT::Ticket'
186 JOIN Queues ON ( Tickets.Queue = Queues.id )
187 JOIN Users ON ( Tickets.Owner = Users.id )
188 JOIN Links ON ( Tickets.id = Links.LocalBase
189 AND Links.Base LIKE '%/ticket/' || Tickets.id )
192 WHERE ( ". join(' OR ', map "Status = '$_'", $self->statuses ). " )
193 AND Target = 'freeside://freeside/cust_main/$custnum'
203 my @statuses = grep { ! /^\s*$/ } $conf->config('cust_main-ticket_statuses');
204 @statuses = (qw( new open stalled )) unless scalar(@statuses);
208 sub href_customer_tickets {
209 my( $self, $custnum ) = ( shift, shift );
210 my( $priority, @statuses);
213 $priority = $opt->{'priority'};
214 @statuses = $opt->{'statuses'} ? @{$opt->{'statuses'}} : $self->statuses;
217 @statuses = $self->statuses;
220 #my $href = $self->baseurl;
222 #i snarfed this from an RT bookmarked search, then unescaped (some of) it with
223 #perl -npe 's/%([0-9A-F]{2})/pack('C', hex($1))/eg;'
227 "Search/Results.html?Order=ASC&".
228 "Query= MemberOf = 'freeside://freeside/cust_main/$custnum' ".
229 #" AND ( Status = 'open' OR Status = 'new' OR Status = 'stalled' )"
230 " AND ( ". join(' OR ', map "Status = '$_'", @statuses ). " ) "
233 if ( defined($priority) && $field && $priority_field_queue ) {
234 $href .= " AND Queue = '$priority_field_queue' ";
236 if ( defined($priority) && $field ) {
237 $href .= " AND 'CF.$field' ";
239 $href .= "= '$priority' ";
241 $href .= "IS 'NULL' "; #this is "RTQL", not SQL
247 #eventually should unescape all of it...
249 $href .= '&Rows=100'.
250 '&OrderBy=id&Page=1'.
251 '&Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22'.
253 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%20%0A%27%3Cb%3E%3Ca%20href%3D%22'.
255 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%20%0A%27__Status__%27%2C%20';
257 if ( defined($priority) && $field ) {
258 $href .= '%0A%27__CustomField.'. $field. '__%2FTITLE%3ASeverity%27%2C%20';
261 $href .= '%0A%27__QueueName__%27%2C%20%0A%27__OwnerName__%27%2C%20%0A%27__Priority__%27%2C%20%0A%27__NEWLINE__%27%2C%20%0A%27%27%2C%20%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C';
263 if ( defined($priority) && $field ) {
264 $href .= '%20%0A%27__-__%27%2C';
267 $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';
272 $self->baseurl. $href;
276 sub href_params_new_ticket {
277 my( $self, $custnum_or_cust_main, $requestors ) = @_;
279 my( $custnum, $cust_main );
280 if ( ref($custnum_or_cust_main) ) {
281 $cust_main = $custnum_or_cust_main;
282 $custnum = $cust_main->custnum;
284 $custnum = $custnum_or_cust_main;
285 $cust_main = qsearchs('cust_main', { 'custnum' => $custnum } );
288 # explicit $requestors > config option > invoicing_list
289 $requestors = $conf->config('ticket_system-requestor')
291 $requestors = $cust_main->invoicing_list_emailonly_scalar
292 if (!$requestors) and defined($cust_main);
295 'Queue' => ($cust_main->agent->ticketing_queueid || $default_queueid),
296 'new-MemberOf'=> "freeside://freeside/cust_main/$custnum",
297 'Requestors' => $requestors,
300 ( $self->baseurl.'Ticket/Create.html', %param );
303 sub href_new_ticket {
306 my( $base, %param ) = $self->href_params_new_ticket(@_);
308 my $uri = new URI $base;
309 $uri->query_form(%param);
315 my($self, $ticketnum) = @_;
316 $self->baseurl. 'Ticket/Display.html?id='.$ticketnum;
322 my $sql = "SELECT id, Name FROM Queues WHERE Disabled = 0";
323 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
324 $sth->execute() or die $sth->errstr. " executing $sql";
326 map { $_->[0] => $_->[1] } @{ $sth->fetchall_arrayref([]) };
331 my($self, $queueid) = @_;
333 return '' unless $queueid;
335 my $sql = "SELECT Name FROM Queues WHERE id = ?";
336 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
337 $sth->execute($queueid) or die $sth->errstr. " executing $sql";
339 my $rows = $sth->fetchrow_arrayref;
340 $rows ? $rows->[0] : '';
349 sub _retrieve_single_value {
350 my( $self, $sql ) = @_;
352 warn "$me $sql" if $DEBUG;
353 my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
354 $sth->execute or die $sth->errstr. "executing $sql";
356 my $arrayref = $sth->fetchrow_arrayref;
357 $arrayref ? $arrayref->[0] : $arrayref;
360 sub transaction_creator {
361 my( $self, $transaction_id ) = @_;
363 my $sql = "SELECT Name FROM Transactions JOIN Users ON ".
364 "Transactions.Creator=Users.id WHERE Transactions.id = ".
367 $self->_retrieve_single_value($sql);
370 sub transaction_ticketid {
371 my( $self, $transaction_id ) = @_;
373 my $sql = "SELECT ObjectId FROM Transactions WHERE Transactions.id = ".
376 $self->_retrieve_single_value($sql);
379 sub transaction_subject {
380 my( $self, $transaction_id ) = @_;
382 my $sql = "SELECT Subject FROM Transactions JOIN Tickets ON ObjectId=".
383 "Tickets.id WHERE Transactions.id = ". $transaction_id;
385 $self->_retrieve_single_value($sql);
388 sub transaction_status {
389 my( $self, $transaction_id ) = @_;
391 my $sql = "SELECT Status FROM Transactions JOIN Tickets ON ObjectId=".
392 "Tickets.id WHERE Transactions.id = ". $transaction_id;
394 $self->_retrieve_single_value($sql);
398 warn "WARNING: no access rights available w/ external RT";
403 return 'create_ticket unimplemented w/external RT (write something w/RT::Client::REST?)';