1 package FS::TicketSystem::RT_External;
4 use vars qw( $conf $default_queueid
5 $priority_field $priority_field_queue $field );
8 install_callback FS::UID sub {
9 my $conf = new FS::Conf;
10 $default_queueid = $conf->config('ticket_system-default_queueid');
12 $conf->config('ticket_system-custom_priority_field');
13 if ( $priority_field ) {
14 $priority_field_queue =
15 $conf->config('ticket_system-custom_priority_field_queue');
16 $field = $priority_field_queue
17 ? $priority_field_queue. '.%7B'. $priority_field. '%7D'
20 $priority_field_queue = '';
25 sub num_customer_tickets {
26 my( $self, $custnum, $priority, $dbh ) = @_;
28 #$dbh ||= create one from some config options
30 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
32 my $sql = "select count(*) $from_sql";
33 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
34 $sth->execute(@param) or die $sth->errstr. " executing $sql";
36 $sth->fetchrow_arrayref->[0];
40 sub customer_tickets {
41 my( $self, $custnum, $limit, $priority, $dbh ) = @_;
44 #$dbh ||= create one from some config options
46 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
47 my $sql = "select tickets.*, queues.name".
48 ( length($priority) ? ", ticketcustomfieldvalues.content" : '' ).
49 " $from_sql order by priority desc limit $limit";
50 my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
51 $sth->execute(@param) or die $sth->errstr. "executing $sql";
53 #munge column names??? #httemplate/view/cust_main/tickets.html has column
54 #names that might not make sense now...
55 $sth->fetchall_arrayref({});
60 my( $self, $custnum, $priority ) = @_;
65 if ( defined($priority) ) {
67 my $queue_sql = " customfields.queue = ( select id from queues
68 where queues.name = ? )
69 or ( ? = '' and customfields.queue = 0 )";
71 if ( length($priority) ) {
73 # and ? = ( select content from TicketCustomFieldValues
74 # where ticket = tickets.id
75 # and customfield = ( select id from customfields
81 push @param, $priority;
83 $join = "join TicketCustomFieldValues
84 on ( tickets.id = TicketCustomFieldValues.ticket )";
86 $where = "and content = ?
87 and customfield = ( select id from customfields
94 "and 0 = ( select count(*) from TicketCustomFieldValues
95 where ticket = tickets.id
96 and customfield = ( select id from customfields
103 push @param, $priority_field,
104 $priority_field_queue,
105 $priority_field_queue;
110 join queues on ( tickets.queue = queues.id )
111 join links on ( tickets.id = links.localbase )
113 where ( status = 'new' or status = 'open' or status = 'stalled' )
114 and target = 'freeside://freeside/cust_main/$custnum'
122 sub href_customer_tickets {
123 my( $self, $custnum, $priority ) = @_;
126 'Search/Results.html?Order=ASC&Query=%20MemberOf%20%3D%20%27freeside%3A%2F%2Ffreeside%2Fcust_main%2F'.
128 '%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'
131 if ( $priority && $field && $priority_field_queue ) {
132 $href .= 'AND%20Queue%20%3D%20%27'. $priority_field_queue. '%27%20';
134 if ( $priority && $field ) {
135 $href .= '%20AND%20%27CF.'. $field. '%27%20%3D%20%27'. $priority. '%27%20';
138 $href .= '&Rows=100'.
139 '&OrderBy=id&Page=1'.
140 '&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';
142 if ( $priority && $field ) {
143 $href .= '%0A%27__CustomField.'. $field. '__%2FTITLE%3ASeverity%27%2C%20';
146 $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';
148 if ( $priority && $field ) {
149 $href .= '%20%0A%27__-__%27%2C';
152 $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';
158 sub href_new_ticket {
159 my( $self, $custnum ) = @_;
160 'Ticket/Create.html?'.
161 "Queue=$default_queueid".
162 "&new-MemberOf=freeside://freeside/cust_main/$custnum";
166 my($self, $ticketnum) = @_;
167 'Ticket/Display.html?id='.$ticketnum;