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 );
76 my $sql="SELECT Tickets.*, Queues.name, ".
77 "position(Tickets.status in 'newopenstalledresolvedrejecteddeleted')".
79 ( length($priority) ? ", objectcustomfieldvalues.content" : '' ).
82 " priority ". ( $priority_reverse ? 'ASC' : 'DESC' ). ", ".
85 warn "$me $sql (@param)" if $DEBUG;
86 my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
87 $sth->execute(@param) or die $sth->errstr. "executing $sql";
89 #munge column names??? #httemplate/view/cust_main/tickets.html has column
90 #names that might not make sense now...
91 $sth->fetchall_arrayref({});
96 my( $self, $custnum, $priority ) = @_;
101 if ( defined($priority) ) {
103 my $queue_sql = " ObjectCustomFields.ObjectId = ( SELECT id FROM Queues
104 WHERE Queues.name = ? )
105 OR ( ? = '' AND ObjectCustomFields.ObjectId = 0 )";
107 my $customfield_sql =
109 SELECT CustomFields.Id FROM CustomFields
110 JOIN ObjectCustomFields
111 ON ( CustomFields.id = ObjectCustomFields.CustomField )
112 WHERE LookupType = 'RT::Queue-RT::Ticket'
117 push @param, $priority_field,
118 $priority_field_queue,
119 $priority_field_queue;
121 if ( length($priority) ) {
123 # and ? = ( select content from TicketCustomFieldValues
124 # where ticket = tickets.id
125 # and customfield = ( select id from customfields
131 unshift @param, $priority;
133 $join = "JOIN ObjectCustomFieldValues
134 ON ( Tickets.id = ObjectCustomFieldValues.ObjectId )";
136 $where = " AND content = ?
137 AND ObjectCustomFieldValues.disabled != 1
138 AND ObjectType = 'RT::Ticket'
139 AND $customfield_sql";
144 "AND 0 = ( SELECT count(*) FROM ObjectCustomFieldValues
145 WHERE ObjectId = Tickets.id
146 AND ObjectType = 'RT::Ticket'
156 JOIN Queues ON ( Tickets.queue = Queues.id )
157 JOIN Links ON ( Tickets.id = Links.localbase )
159 WHERE ( ". join(' OR ', map "status = '$_'", $self->statuses ). " )
160 AND target = 'freeside://freeside/cust_main/$custnum'
170 my @statuses = grep { ! /^\s*$/ } $conf->config('cust_main-ticket_statuses');
171 @statuses = (qw( new open stalled )) unless scalar(@statuses);
175 sub href_customer_tickets {
176 my( $self, $custnum, $priority ) = @_;
178 #my $href = $self->baseurl;
180 #i snarfed this from an RT bookmarked search, then unescaped (some of) it with
181 #perl -npe 's/%([0-9A-F]{2})/pack('C', hex($1))/eg;'
184 "Search/Results.html?Order=ASC&".
185 "Query= MemberOf = 'freeside://freeside/cust_main/$custnum' ".
186 #" AND ( Status = 'open' OR Status = 'new' OR Status = 'stalled' )"
187 " AND ( ". join(' OR ', map "Status = '$_'", $self->statuses ). " ) "
190 if ( defined($priority) && $field && $priority_field_queue ) {
191 $href .= " AND Queue = '$priority_field_queue' ";
193 if ( defined($priority) && $field ) {
194 $href .= " AND 'CF.$field' ";
196 $href .= "= '$priority' ";
198 $href .= "IS 'NULL' "; #this is "RTQL", not SQL
204 #eventually should unescape all of it...
206 $href .= '&Rows=100'.
207 '&OrderBy=id&Page=1'.
208 '&Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22'.
210 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%20%0A%27%3Cb%3E%3Ca%20href%3D%22'.
212 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%20%0A%27__Status__%27%2C%20';
214 if ( defined($priority) && $field ) {
215 $href .= '%0A%27__CustomField.'. $field. '__%2FTITLE%3ASeverity%27%2C%20';
218 $href .= '%0A%27__QueueName__%27%2C%20%0A%27__OwnerName__%27%2C%20%0A%27__Priority__%27%2C%20%0A%27__NEWLINE__%27%2C%20%0A%27%27%2C%20%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C';
220 if ( defined($priority) && $field ) {
221 $href .= '%20%0A%27__-__%27%2C';
224 $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';
229 $self->baseurl. $href;
233 sub href_new_ticket {
234 my( $self, $custnum_or_cust_main, $requestors ) = @_;
236 my( $custnum, $cust_main );
237 if ( ref($custnum_or_cust_main) ) {
238 $cust_main = $custnum_or_cust_main;
239 $custnum = $cust_main->custnum;
241 $custnum = $custnum_or_cust_main;
242 $cust_main = qsearchs('cust_main', { 'custnum' => $custnum } );
244 my $queueid = $cust_main->agent->ticketing_queueid || $default_queueid;
247 'Ticket/Create.html?'.
249 "&new-MemberOf=freeside://freeside/cust_main/$custnum".
250 ( $requestors ? '&Requestors='. uri_escape($requestors) : '' )
255 my($self, $ticketnum) = @_;
256 $self->baseurl. 'Ticket/Display.html?id='.$ticketnum;
262 my $sql = "SELECT id, name FROM Queues WHERE disabled = 0";
263 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
264 $sth->execute() or die $sth->errstr. " executing $sql";
266 map { $_->[0] => $_->[1] } @{ $sth->fetchall_arrayref([]) };
271 my($self, $queueid) = @_;
273 return '' unless $queueid;
275 my $sql = "SELECT name FROM Queues WHERE id = ?";
276 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
277 $sth->execute($queueid) or die $sth->errstr. " executing $sql";
279 my $rows = $sth->fetchrow_arrayref;
280 $rows ? $rows->[0] : '';
289 sub _retrieve_single_value {
290 my( $self, $sql ) = @_;
292 warn "$me $sql" if $DEBUG;
293 my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
294 $sth->execute or die $sth->errstr. "executing $sql";
296 my $arrayref = $sth->fetchrow_arrayref;
297 $arrayref ? $arrayref->[0] : $arrayref;
300 sub transaction_creator {
301 my( $self, $transaction_id ) = @_;
303 my $sql = "SELECT name from transactions JOIN users ON ".
304 "transactions.creator=users.id WHERE transactions.id = ".
307 $self->_retrieve_single_value($sql);
310 sub transaction_ticketid {
311 my( $self, $transaction_id ) = @_;
313 my $sql = "SELECT objectid from transactions WHERE transactions.id = ".
316 $self->_retrieve_single_value($sql);
319 sub transaction_subject {
320 my( $self, $transaction_id ) = @_;
322 my $sql = "SELECT subject from Transactions JOIN Tickets ON objectid=".
323 "Tickets.id WHERE transactions.id = ". $transaction_id;
325 $self->_retrieve_single_value($sql);
328 sub transaction_status {
329 my( $self, $transaction_id ) = @_;
331 my $sql = "SELECT status from Transactions JOIN Tickets ON objectid=".
332 "Tickets.id WHERE transactions.id = ". $transaction_id;
334 $self->_retrieve_single_value($sql);