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54 my $ticket = new RT::Ticket($CurrentUser);
55 $ticket->Load($ticket_id);
59 This module lets you manipulate RT\'s ticket object.
71 no warnings qw(redefine);
82 use RT::URI::fsck_com_rt;
84 use RT::URI::freeside;
89 # A helper table for links mapping to make it easier
90 # to build and parse links between tickets
93 MemberOf => { Type => 'MemberOf',
95 Parents => { Type => 'MemberOf',
97 Members => { Type => 'MemberOf',
99 Children => { Type => 'MemberOf',
101 HasMember => { Type => 'MemberOf',
103 RefersTo => { Type => 'RefersTo',
105 ReferredToBy => { Type => 'RefersTo',
107 DependsOn => { Type => 'DependsOn',
109 DependedOnBy => { Type => 'DependsOn',
111 MergedInto => { Type => 'MergedInto',
119 # A helper table for links mapping to make it easier
120 # to build and parse links between tickets
123 MemberOf => { Base => 'MemberOf',
124 Target => 'HasMember', },
125 RefersTo => { Base => 'RefersTo',
126 Target => 'ReferredToBy', },
127 DependsOn => { Base => 'DependsOn',
128 Target => 'DependedOnBy', },
129 MergedInto => { Base => 'MergedInto',
130 Target => 'MergedInto', },
136 sub LINKTYPEMAP { return \%LINKTYPEMAP }
137 sub LINKDIRMAP { return \%LINKDIRMAP }
148 Takes a single argument. This can be a ticket id, ticket alias or
149 local ticket uri. If the ticket can't be loaded, returns undef.
150 Otherwise, returns the ticket id.
157 $id = '' unless defined $id;
159 # TODO: modify this routine to look at EffectiveId and
160 # do the recursive load thing. be careful to cache all
161 # the interim tickets we try so we don't loop forever.
163 # FIXME: there is no TicketBaseURI option in config
164 my $base_uri = RT->Config->Get('TicketBaseURI') || '';
165 #If it's a local URI, turn it into a ticket id
166 if ( $base_uri && $id =~ /^$base_uri(\d+)$/ ) {
170 unless ( $id =~ /^\d+$/ ) {
171 $RT::Logger->debug("Tried to load a bogus ticket id: '$id'");
175 $id = $MERGE_CACHE{'effective'}{ $id }
176 if $MERGE_CACHE{'effective'}{ $id };
178 my ($ticketid, $msg) = $self->LoadById( $id );
179 unless ( $self->Id ) {
180 $RT::Logger->debug("$self tried to load a bogus ticket: $id");
184 #If we're merged, resolve the merge.
185 if ( $self->EffectiveId && $self->EffectiveId != $self->Id ) {
187 "We found a merged ticket. "
188 . $self->id ."/". $self->EffectiveId
190 my $real_id = $self->Load( $self->EffectiveId );
191 $MERGE_CACHE{'effective'}{ $id } = $real_id;
195 #Ok. we're loaded. lets get outa here.
205 Arguments: ARGS is a hash of named parameters. Valid parameters are:
208 Queue - Either a Queue object or a Queue Name
209 Requestor - A reference to a list of email addresses or RT user Names
210 Cc - A reference to a list of email addresses or Names
211 AdminCc - A reference to a list of email addresses or Names
212 SquelchMailTo - A reference to a list of email addresses -
213 who should this ticket not mail
214 Type -- The ticket\'s type. ignore this for now
215 Owner -- This ticket\'s owner. either an RT::User object or this user\'s id
216 Subject -- A string describing the subject of the ticket
217 Priority -- an integer from 0 to 99
218 InitialPriority -- an integer from 0 to 99
219 FinalPriority -- an integer from 0 to 99
220 Status -- any valid status (Defined in RT::Queue)
221 TimeEstimated -- an integer. estimated time for this task in minutes
222 TimeWorked -- an integer. time worked so far in minutes
223 TimeLeft -- an integer. time remaining in minutes
224 Starts -- an ISO date describing the ticket\'s start date and time in GMT
225 Due -- an ISO date describing the ticket\'s due date and time in GMT
226 MIMEObj -- a MIME::Entity object with the content of the initial ticket request.
227 CustomField-<n> -- a scalar or array of values for the customfield with the id <n>
229 Ticket links can be set up during create by passing the link type as a hask key and
230 the ticket id to be linked to as a value (or a URI when linking to other objects).
231 Multiple links of the same type can be created by passing an array ref. For example:
234 DependsOn => [ 15, 22 ],
235 RefersTo => 'http://www.bestpractical.com',
237 Supported link types are C<MemberOf>, C<HasMember>, C<RefersTo>, C<ReferredToBy>,
238 C<DependsOn> and C<DependedOnBy>. Also, C<Parents> is alias for C<MemberOf> and
239 C<Members> and C<Children> are aliases for C<HasMember>.
241 Returns: TICKETID, Transaction Object, Error Message
251 EffectiveId => undef,
256 SquelchMailTo => undef,
260 InitialPriority => undef,
261 FinalPriority => undef,
272 _RecordTransaction => 1,
277 my ($ErrStr, @non_fatal_errors);
279 my $QueueObj = RT::Queue->new( $RT::SystemUser );
280 if ( ref $args{'Queue'} eq 'RT::Queue' ) {
281 $QueueObj->Load( $args{'Queue'}->Id );
283 elsif ( $args{'Queue'} ) {
284 $QueueObj->Load( $args{'Queue'} );
287 $RT::Logger->debug("'". ( $args{'Queue'} ||''). "' not a recognised queue object." );
290 #Can't create a ticket without a queue.
291 unless ( $QueueObj->Id ) {
292 $RT::Logger->debug("$self No queue given for ticket creation.");
293 return ( 0, 0, $self->loc('Could not create ticket. Queue not set') );
297 #Now that we have a queue, Check the ACLS
299 $self->CurrentUser->HasRight(
300 Right => 'CreateTicket',
307 $self->loc( "No permission to create tickets in the queue '[_1]'", $QueueObj->Name));
310 unless ( $QueueObj->IsValidStatus( $args{'Status'} ) ) {
311 return ( 0, 0, $self->loc('Invalid value for status') );
314 #Since we have a queue, we can set queue defaults
317 # If there's no queue default initial priority and it's not set, set it to 0
318 $args{'InitialPriority'} = $QueueObj->InitialPriority || 0
319 unless defined $args{'InitialPriority'};
322 # If there's no queue default final priority and it's not set, set it to 0
323 $args{'FinalPriority'} = $QueueObj->FinalPriority || 0
324 unless defined $args{'FinalPriority'};
326 # Priority may have changed from InitialPriority, for the case
327 # where we're importing tickets (eg, from an older RT version.)
328 $args{'Priority'} = $args{'InitialPriority'}
329 unless defined $args{'Priority'};
332 #TODO we should see what sort of due date we're getting, rather +
333 # than assuming it's in ISO format.
335 #Set the due date. if we didn't get fed one, use the queue default due in
336 my $Due = new RT::Date( $self->CurrentUser );
337 if ( defined $args{'Due'} ) {
338 $Due->Set( Format => 'ISO', Value => $args{'Due'} );
340 elsif ( my $due_in = $QueueObj->DefaultDueIn ) {
342 $Due->AddDays( $due_in );
345 my $Starts = new RT::Date( $self->CurrentUser );
346 if ( defined $args{'Starts'} ) {
347 $Starts->Set( Format => 'ISO', Value => $args{'Starts'} );
350 my $Started = new RT::Date( $self->CurrentUser );
351 if ( defined $args{'Started'} ) {
352 $Started->Set( Format => 'ISO', Value => $args{'Started'} );
354 elsif ( $args{'Status'} ne 'new' ) {
358 my $Resolved = new RT::Date( $self->CurrentUser );
359 if ( defined $args{'Resolved'} ) {
360 $Resolved->Set( Format => 'ISO', Value => $args{'Resolved'} );
363 #If the status is an inactive status, set the resolved date
364 elsif ( $QueueObj->IsInactiveStatus( $args{'Status'} ) )
366 $RT::Logger->debug( "Got a ". $args{'Status'}
367 ."(inactive) ticket with undefined resolved date. Setting to now."
374 # {{{ Dealing with time fields
376 $args{'TimeEstimated'} = 0 unless defined $args{'TimeEstimated'};
377 $args{'TimeWorked'} = 0 unless defined $args{'TimeWorked'};
378 $args{'TimeLeft'} = 0 unless defined $args{'TimeLeft'};
382 # {{{ Deal with setting the owner
385 if ( ref( $args{'Owner'} ) eq 'RT::User' ) {
386 if ( $args{'Owner'}->id ) {
387 $Owner = $args{'Owner'};
389 $RT::Logger->error('passed not loaded owner object');
390 push @non_fatal_errors, $self->loc("Invalid owner object");
395 #If we've been handed something else, try to load the user.
396 elsif ( $args{'Owner'} ) {
397 $Owner = RT::User->new( $self->CurrentUser );
398 $Owner->Load( $args{'Owner'} );
399 $Owner->LoadByEmail( $args{'Owner'} )
401 unless ( $Owner->Id ) {
402 push @non_fatal_errors,
403 $self->loc("Owner could not be set.") . " "
404 . $self->loc( "User '[_1]' could not be found.", $args{'Owner'} );
409 #If we have a proposed owner and they don't have the right
410 #to own a ticket, scream about it and make them not the owner
413 if ( $Owner && $Owner->Id != $RT::Nobody->Id
414 && !$Owner->HasRight( Object => $QueueObj, Right => 'OwnTicket' ) )
416 $DeferOwner = $Owner;
418 $RT::Logger->debug('going to deffer setting owner');
422 #If we haven't been handed a valid owner, make it nobody.
423 unless ( defined($Owner) && $Owner->Id ) {
424 $Owner = new RT::User( $self->CurrentUser );
425 $Owner->Load( $RT::Nobody->Id );
430 # We attempt to load or create each of the people who might have a role for this ticket
431 # _outside_ the transaction, so we don't get into ticket creation races
432 foreach my $type ( "Cc", "AdminCc", "Requestor" ) {
433 $args{ $type } = [ $args{ $type } ] unless ref $args{ $type };
434 foreach my $watcher ( splice @{ $args{$type} } ) {
435 next unless $watcher;
436 if ( $watcher =~ /^\d+$/ ) {
437 push @{ $args{$type} }, $watcher;
439 my @addresses = RT::EmailParser->ParseEmailAddress( $watcher );
440 foreach my $address( @addresses ) {
441 my $user = RT::User->new( $RT::SystemUser );
442 my ($uid, $msg) = $user->LoadOrCreateByEmail( $address );
444 push @non_fatal_errors,
445 $self->loc("Couldn't load or create user: [_1]", $msg);
447 push @{ $args{$type} }, $user->id;
454 $RT::Handle->BeginTransaction();
457 Queue => $QueueObj->Id,
459 Subject => $args{'Subject'},
460 InitialPriority => $args{'InitialPriority'},
461 FinalPriority => $args{'FinalPriority'},
462 Priority => $args{'Priority'},
463 Status => $args{'Status'},
464 TimeWorked => $args{'TimeWorked'},
465 TimeEstimated => $args{'TimeEstimated'},
466 TimeLeft => $args{'TimeLeft'},
467 Type => $args{'Type'},
468 Starts => $Starts->ISO,
469 Started => $Started->ISO,
470 Resolved => $Resolved->ISO,
474 # Parameters passed in during an import that we probably don't want to touch, otherwise
475 foreach my $attr (qw(id Creator Created LastUpdated LastUpdatedBy)) {
476 $params{$attr} = $args{$attr} if $args{$attr};
479 # Delete null integer parameters
481 (qw(TimeWorked TimeLeft TimeEstimated InitialPriority FinalPriority))
483 delete $params{$attr}
484 unless ( exists $params{$attr} && $params{$attr} );
487 # Delete the time worked if we're counting it in the transaction
488 delete $params{'TimeWorked'} if $args{'_RecordTransaction'};
490 my ($id,$ticket_message) = $self->SUPER::Create( %params );
492 $RT::Logger->crit( "Couldn't create a ticket: " . $ticket_message );
493 $RT::Handle->Rollback();
495 $self->loc("Ticket could not be created due to an internal error")
499 #Set the ticket's effective ID now that we've created it.
500 my ( $val, $msg ) = $self->__Set(
501 Field => 'EffectiveId',
502 Value => ( $args{'EffectiveId'} || $id )
505 $RT::Logger->crit("Couldn't set EffectiveId: $msg");
506 $RT::Handle->Rollback;
508 $self->loc("Ticket could not be created due to an internal error")
512 my $create_groups_ret = $self->_CreateTicketGroups();
513 unless ($create_groups_ret) {
514 $RT::Logger->crit( "Couldn't create ticket groups for ticket "
516 . ". aborting Ticket creation." );
517 $RT::Handle->Rollback();
519 $self->loc("Ticket could not be created due to an internal error")
523 # Set the owner in the Groups table
524 # We denormalize it into the Ticket table too because doing otherwise would
525 # kill performance, bigtime. It gets kept in lockstep thanks to the magic of transactionalization
526 $self->OwnerGroup->_AddMember(
527 PrincipalId => $Owner->PrincipalId,
528 InsideTransaction => 1
529 ) unless $DeferOwner;
533 # {{{ Deal with setting up watchers
535 foreach my $type ( "Cc", "AdminCc", "Requestor" ) {
536 # we know it's an array ref
537 foreach my $watcher ( @{ $args{$type} } ) {
539 # Note that we're using AddWatcher, rather than _AddWatcher, as we
540 # actually _want_ that ACL check. Otherwise, random ticket creators
541 # could make themselves adminccs and maybe get ticket rights. that would
543 my $method = $type eq 'AdminCc'? 'AddWatcher': '_AddWatcher';
545 my ($val, $msg) = $self->$method(
547 PrincipalId => $watcher,
550 push @non_fatal_errors, $self->loc("Couldn't set [_1] watcher: [_2]", $type, $msg)
555 if ($args{'SquelchMailTo'}) {
556 my @squelch = ref( $args{'SquelchMailTo'} ) ? @{ $args{'SquelchMailTo'} }
557 : $args{'SquelchMailTo'};
558 $self->_SquelchMailTo( @squelch );
564 # {{{ Add all the custom fields
566 foreach my $arg ( keys %args ) {
567 next unless $arg =~ /^CustomField-(\d+)$/i;
571 UNIVERSAL::isa( $args{$arg} => 'ARRAY' ) ? @{ $args{$arg} } : ( $args{$arg} ) )
573 next unless defined $value && length $value;
575 # Allow passing in uploaded LargeContent etc by hash reference
576 my ($status, $msg) = $self->_AddCustomFieldValue(
577 (UNIVERSAL::isa( $value => 'HASH' )
582 RecordTransaction => 0,
584 push @non_fatal_errors, $msg unless $status;
590 # {{{ Deal with setting up links
592 # TODO: Adding link may fire scrips on other end and those scrips
593 # could create transactions on this ticket before 'Create' transaction.
595 # We should implement different schema: record 'Create' transaction,
596 # create links and only then fire create transaction's scrips.
598 # Ideal variant: add all links without firing scrips, record create
599 # transaction and only then fire scrips on the other ends of links.
603 foreach my $type ( keys %LINKTYPEMAP ) {
604 next unless ( defined $args{$type} );
606 ref( $args{$type} ) ? @{ $args{$type} } : ( $args{$type} ) )
608 # Check rights on the other end of the link if we must
609 # then run _AddLink that doesn't check for ACLs
610 if ( RT->Config->Get( 'StrictLinkACL' ) ) {
611 my ($val, $msg, $obj) = $self->__GetTicketFromURI( URI => $link );
613 push @non_fatal_errors, $msg;
616 if ( $obj && !$obj->CurrentUserHasRight('ModifyTicket') ) {
617 push @non_fatal_errors, $self->loc('Linking. Permission denied');
622 #don't show transactions for reminders
623 my $silent = ( !$args{'_RecordTransaction'}
624 || $self->Type eq 'reminder'
627 my ( $wval, $wmsg ) = $self->_AddLink(
628 Type => $LINKTYPEMAP{$type}->{'Type'},
629 $LINKTYPEMAP{$type}->{'Mode'} => $link,
631 'Silent'. ( $LINKTYPEMAP{$type}->{'Mode'} eq 'Base'? 'Target': 'Base' )
635 push @non_fatal_errors, $wmsg unless ($wval);
641 # {{{ Deal with auto-customer association
643 #unless we already have (a) customer(s)...
644 unless ( $self->Customers->Count ) {
646 #first find any requestors with emails but *without* customer targets
647 my @NoCust_Requestors =
648 grep { $_->EmailAddress && ! $_->Customers->Count }
649 @{ $self->_Requestors->UserMembersObj->ItemsArrayRef };
651 for my $Requestor (@NoCust_Requestors) {
653 #perhaps the stuff in here should be in a User method??
655 &RT::URI::freeside::email_search( email=>$Requestor->EmailAddress );
657 foreach my $custnum ( map $_->{'custnum'}, @Customers ) {
659 ## false laziness w/RT/Interface/Web_Vendor.pm
660 my @link = ( 'Type' => 'MemberOf',
661 'Target' => "freeside://freeside/cust_main/$custnum",
664 my( $val, $msg ) = $Requestor->_AddLink(@link);
665 #XXX should do something with $msg# push @non_fatal_errors, $msg;
671 #find any requestors with customer targets
673 my %cust_target = ();
676 grep { $_->Customers->Count }
677 @{ $self->_Requestors->UserMembersObj->ItemsArrayRef };
679 foreach my $Requestor ( @Requestors ) {
680 foreach my $cust_link ( @{ $Requestor->Customers->ItemsArrayRef } ) {
681 $cust_target{ $cust_link->Target } = 1;
685 #and then auto-associate this ticket with those customers
687 foreach my $cust_target ( keys %cust_target ) {
689 my @link = ( 'Type' => 'MemberOf',
690 #'Target' => "freeside://freeside/cust_main/$custnum",
691 'Target' => $cust_target,
694 my( $val, $msg ) = $self->_AddLink(@link);
695 push @non_fatal_errors, $msg;
703 # Now that we've created the ticket and set up its metadata, we can actually go and check OwnTicket on the ticket itself.
704 # This might be different than before in cases where extensions like RTIR are doing clever things with RT's ACL system
706 if (!$DeferOwner->HasRight( Object => $self, Right => 'OwnTicket')) {
708 $RT::Logger->warning( "User " . $DeferOwner->Name . "(" . $DeferOwner->id
709 . ") was proposed as a ticket owner but has no rights to own "
710 . "tickets in " . $QueueObj->Name );
711 push @non_fatal_errors, $self->loc(
712 "Owner '[_1]' does not have rights to own this ticket.",
716 $Owner = $DeferOwner;
717 $self->__Set(Field => 'Owner', Value => $Owner->id);
719 $self->OwnerGroup->_AddMember(
720 PrincipalId => $Owner->PrincipalId,
721 InsideTransaction => 1
725 #don't make a transaction or fire off any scrips for reminders either
726 if ( $args{'_RecordTransaction'} && $self->Type ne 'reminder' ) {
728 # {{{ Add a transaction for the create
729 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
731 TimeTaken => $args{'TimeWorked'},
732 MIMEObj => $args{'MIMEObj'},
733 CommitScrips => !$args{'DryRun'},
736 if ( $self->Id && $Trans ) {
738 #$TransObj->UpdateCustomFields(ARGSRef => \%args);
739 $TransObj->UpdateCustomFields(%args);
741 $RT::Logger->info( "Ticket " . $self->Id . " created in queue '" . $QueueObj->Name . "' by " . $self->CurrentUser->Name );
742 $ErrStr = $self->loc( "Ticket [_1] created in queue '[_2]'", $self->Id, $QueueObj->Name );
743 $ErrStr = join( "\n", $ErrStr, @non_fatal_errors );
746 $RT::Handle->Rollback();
748 $ErrStr = join( "\n", $ErrStr, @non_fatal_errors );
749 $RT::Logger->error("Ticket couldn't be created: $ErrStr");
750 return ( 0, 0, $self->loc( "Ticket could not be created due to an internal error"));
753 if ( $args{'DryRun'} ) {
754 $RT::Handle->Rollback();
755 return ($self->id, $TransObj, $ErrStr);
757 $RT::Handle->Commit();
758 return ( $self->Id, $TransObj->Id, $ErrStr );
764 # Not going to record a transaction
765 $RT::Handle->Commit();
766 $ErrStr = $self->loc( "Ticket [_1] created in queue '[_2]'", $self->Id, $QueueObj->Name );
767 $ErrStr = join( "\n", $ErrStr, @non_fatal_errors );
768 return ( $self->Id, 0, $ErrStr );
776 # {{{ _Parse822HeadersForAttributes Content
778 =head2 _Parse822HeadersForAttributes Content
780 Takes an RFC822 style message and parses its attributes into a hash.
784 sub _Parse822HeadersForAttributes {
789 my @lines = ( split ( /\n/, $content ) );
790 while ( defined( my $line = shift @lines ) ) {
791 if ( $line =~ /^(.*?):(?:\s+(.*))?$/ ) {
796 if ( defined( $args{$tag} ) )
797 { #if we're about to get a second value, make it an array
798 $args{$tag} = [ $args{$tag} ];
800 if ( ref( $args{$tag} ) )
801 { #If it's an array, we want to push the value
802 push @{ $args{$tag} }, $value;
804 else { #if there's nothing there, just set the value
805 $args{$tag} = $value;
807 } elsif ($line =~ /^$/) {
809 #TODO: this won't work, since "" isn't of the form "foo:value"
811 while ( defined( my $l = shift @lines ) ) {
812 push @{ $args{'content'} }, $l;
818 foreach my $date (qw(due starts started resolved)) {
819 my $dateobj = RT::Date->new($RT::SystemUser);
820 if ( defined ($args{$date}) and $args{$date} =~ /^\d+$/ ) {
821 $dateobj->Set( Format => 'unix', Value => $args{$date} );
824 $dateobj->Set( Format => 'unknown', Value => $args{$date} );
826 $args{$date} = $dateobj->ISO;
828 $args{'mimeobj'} = MIME::Entity->new();
829 $args{'mimeobj'}->build(
830 Type => ( $args{'contenttype'} || 'text/plain' ),
831 Data => ($args{'content'} || '')
841 =head2 Import PARAMHASH
844 Doesn\'t create a transaction.
845 Doesn\'t supply queue defaults, etc.
853 my ( $ErrStr, $QueueObj, $Owner );
857 EffectiveId => undef,
861 Owner => $RT::Nobody->Id,
862 Subject => '[no subject]',
863 InitialPriority => undef,
864 FinalPriority => undef,
875 if ( ( defined( $args{'Queue'} ) ) && ( !ref( $args{'Queue'} ) ) ) {
876 $QueueObj = RT::Queue->new($RT::SystemUser);
877 $QueueObj->Load( $args{'Queue'} );
879 #TODO error check this and return 0 if it\'s not loading properly +++
881 elsif ( ref( $args{'Queue'} ) eq 'RT::Queue' ) {
882 $QueueObj = RT::Queue->new($RT::SystemUser);
883 $QueueObj->Load( $args{'Queue'}->Id );
887 "$self " . $args{'Queue'} . " not a recognised queue object." );
890 #Can't create a ticket without a queue.
891 unless ( defined($QueueObj) and $QueueObj->Id ) {
892 $RT::Logger->debug("$self No queue given for ticket creation.");
893 return ( 0, $self->loc('Could not create ticket. Queue not set') );
896 #Now that we have a queue, Check the ACLS
898 $self->CurrentUser->HasRight(
899 Right => 'CreateTicket',
905 $self->loc("No permission to create tickets in the queue '[_1]'"
909 # {{{ Deal with setting the owner
911 # Attempt to take user object, user name or user id.
912 # Assign to nobody if lookup fails.
913 if ( defined( $args{'Owner'} ) ) {
914 if ( ref( $args{'Owner'} ) ) {
915 $Owner = $args{'Owner'};
918 $Owner = new RT::User( $self->CurrentUser );
919 $Owner->Load( $args{'Owner'} );
920 if ( !defined( $Owner->id ) ) {
921 $Owner->Load( $RT::Nobody->id );
926 #If we have a proposed owner and they don't have the right
927 #to own a ticket, scream about it and make them not the owner
930 and ( $Owner->Id != $RT::Nobody->Id )
940 $RT::Logger->warning( "$self user "
944 . "as a ticket owner but has no rights to own "
946 . $QueueObj->Name . "'" );
951 #If we haven't been handed a valid owner, make it nobody.
952 unless ( defined($Owner) ) {
953 $Owner = new RT::User( $self->CurrentUser );
954 $Owner->Load( $RT::Nobody->UserObj->Id );
959 unless ( $self->ValidateStatus( $args{'Status'} ) ) {
960 return ( 0, $self->loc("'[_1]' is an invalid value for status", $args{'Status'}) );
963 $self->{'_AccessibleCache'}{Created} = { 'read' => 1, 'write' => 1 };
964 $self->{'_AccessibleCache'}{Creator} = { 'read' => 1, 'auto' => 1 };
965 $self->{'_AccessibleCache'}{LastUpdated} = { 'read' => 1, 'write' => 1 };
966 $self->{'_AccessibleCache'}{LastUpdatedBy} = { 'read' => 1, 'auto' => 1 };
968 # If we're coming in with an id, set that now.
969 my $EffectiveId = undef;
971 $EffectiveId = $args{'id'};
975 my $id = $self->SUPER::Create(
977 EffectiveId => $EffectiveId,
978 Queue => $QueueObj->Id,
980 Subject => $args{'Subject'}, # loc
981 InitialPriority => $args{'InitialPriority'}, # loc
982 FinalPriority => $args{'FinalPriority'}, # loc
983 Priority => $args{'InitialPriority'}, # loc
984 Status => $args{'Status'}, # loc
985 TimeWorked => $args{'TimeWorked'}, # loc
986 Type => $args{'Type'}, # loc
987 Created => $args{'Created'}, # loc
988 Told => $args{'Told'}, # loc
989 LastUpdated => $args{'Updated'}, # loc
990 Resolved => $args{'Resolved'}, # loc
991 Due => $args{'Due'}, # loc
994 # If the ticket didn't have an id
995 # Set the ticket's effective ID now that we've created it.
997 $self->Load( $args{'id'} );
1001 $self->__Set( Field => 'EffectiveId', Value => $id );
1005 $self . "->Import couldn't set EffectiveId: $msg" );
1009 my $create_groups_ret = $self->_CreateTicketGroups();
1010 unless ($create_groups_ret) {
1012 "Couldn't create ticket groups for ticket " . $self->Id );
1015 $self->OwnerGroup->_AddMember( PrincipalId => $Owner->PrincipalId );
1017 foreach my $watcher ( @{ $args{'Cc'} } ) {
1018 $self->_AddWatcher( Type => 'Cc', Email => $watcher, Silent => 1 );
1020 foreach my $watcher ( @{ $args{'AdminCc'} } ) {
1021 $self->_AddWatcher( Type => 'AdminCc', Email => $watcher,
1024 foreach my $watcher ( @{ $args{'Requestor'} } ) {
1025 $self->_AddWatcher( Type => 'Requestor', Email => $watcher,
1029 return ( $self->Id, $ErrStr );
1034 # {{{ Routines dealing with watchers.
1036 # {{{ _CreateTicketGroups
1038 =head2 _CreateTicketGroups
1040 Create the ticket groups and links for this ticket.
1041 This routine expects to be called from Ticket->Create _inside of a transaction_
1043 It will create four groups for this ticket: Requestor, Cc, AdminCc and Owner.
1045 It will return true on success and undef on failure.
1051 sub _CreateTicketGroups {
1054 my @types = qw(Requestor Owner Cc AdminCc);
1056 foreach my $type (@types) {
1057 my $type_obj = RT::Group->new($self->CurrentUser);
1058 my ($id, $msg) = $type_obj->CreateRoleGroup(Domain => 'RT::Ticket-Role',
1059 Instance => $self->Id,
1062 $RT::Logger->error("Couldn't create a ticket group of type '$type' for ticket ".
1063 $self->Id.": ".$msg);
1073 # {{{ sub OwnerGroup
1077 A constructor which returns an RT::Group object containing the owner of this ticket.
1083 my $owner_obj = RT::Group->new($self->CurrentUser);
1084 $owner_obj->LoadTicketRoleGroup( Ticket => $self->Id, Type => 'Owner');
1085 return ($owner_obj);
1091 # {{{ sub AddWatcher
1095 AddWatcher takes a parameter hash. The keys are as follows:
1097 Type One of Requestor, Cc, AdminCc
1099 PrincipalId The RT::Principal id of the user or group that's being added as a watcher
1101 Email The email address of the new watcher. If a user with this
1102 email address can't be found, a new nonprivileged user will be created.
1104 If the watcher you\'re trying to set has an RT account, set the PrincipalId paremeter to their User Id. Otherwise, set the Email parameter to their Email address.
1112 PrincipalId => undef,
1117 # ModifyTicket works in any case
1118 return $self->_AddWatcher( %args )
1119 if $self->CurrentUserHasRight('ModifyTicket');
1120 if ( $args{'Email'} ) {
1121 my ($addr) = RT::EmailParser->ParseEmailAddress( $args{'Email'} );
1122 return (0, $self->loc("Couldn't parse address from '[_1]' string", $args{'Email'} ))
1125 if ( lc $self->CurrentUser->UserObj->EmailAddress
1126 eq lc RT::User->CanonicalizeEmailAddress( $addr->address ) )
1128 $args{'PrincipalId'} = $self->CurrentUser->id;
1129 delete $args{'Email'};
1133 # If the watcher isn't the current user then the current user has no right
1135 unless ( $args{'PrincipalId'} && $self->CurrentUser->id == $args{'PrincipalId'} ) {
1136 return ( 0, $self->loc("Permission Denied") );
1139 # If it's an AdminCc and they don't have 'WatchAsAdminCc', bail
1140 if ( $args{'Type'} eq 'AdminCc' ) {
1141 unless ( $self->CurrentUserHasRight('WatchAsAdminCc') ) {
1142 return ( 0, $self->loc('Permission Denied') );
1146 # If it's a Requestor or Cc and they don't have 'Watch', bail
1147 elsif ( $args{'Type'} eq 'Cc' || $args{'Type'} eq 'Requestor' ) {
1148 unless ( $self->CurrentUserHasRight('Watch') ) {
1149 return ( 0, $self->loc('Permission Denied') );
1153 $RT::Logger->warning( "AddWatcher got passed a bogus type");
1154 return ( 0, $self->loc('Error in parameters to Ticket->AddWatcher') );
1157 return $self->_AddWatcher( %args );
1160 #This contains the meat of AddWatcher. but can be called from a routine like
1161 # Create, which doesn't need the additional acl check
1167 PrincipalId => undef,
1173 my $principal = RT::Principal->new($self->CurrentUser);
1174 if ($args{'Email'}) {
1175 if ( RT::EmailParser->IsRTAddress( $args{'Email'} ) ) {
1176 return (0, $self->loc("[_1] is an address RT receives mail at. Adding it as a '[_2]' would create a mail loop", $args{'Email'}, $self->loc($args{'Type'})));
1178 my $user = RT::User->new($RT::SystemUser);
1179 my ($pid, $msg) = $user->LoadOrCreateByEmail( $args{'Email'} );
1180 $args{'PrincipalId'} = $pid if $pid;
1182 if ($args{'PrincipalId'}) {
1183 $principal->Load($args{'PrincipalId'});
1184 if ( $principal->id and $principal->IsUser and my $email = $principal->Object->EmailAddress ) {
1185 return (0, $self->loc("[_1] is an address RT receives mail at. Adding it as a '[_2]' would create a mail loop", $email, $self->loc($args{'Type'})))
1186 if RT::EmailParser->IsRTAddress( $email );
1192 # If we can't find this watcher, we need to bail.
1193 unless ($principal->Id) {
1194 $RT::Logger->error("Could not load create a user with the email address '".$args{'Email'}. "' to add as a watcher for ticket ".$self->Id);
1195 return(0, $self->loc("Could not find or create that user"));
1199 my $group = RT::Group->new($self->CurrentUser);
1200 $group->LoadTicketRoleGroup(Type => $args{'Type'}, Ticket => $self->Id);
1201 unless ($group->id) {
1202 return(0,$self->loc("Group not found"));
1205 if ( $group->HasMember( $principal)) {
1207 return ( 0, $self->loc('That principal is already a [_1] for this ticket', $self->loc($args{'Type'})) );
1211 my ( $m_id, $m_msg ) = $group->_AddMember( PrincipalId => $principal->Id,
1212 InsideTransaction => 1 );
1214 $RT::Logger->error("Failed to add ".$principal->Id." as a member of group ".$group->Id.": ".$m_msg);
1216 return ( 0, $self->loc('Could not make that principal a [_1] for this ticket', $self->loc($args{'Type'})) );
1219 unless ( $args{'Silent'} ) {
1220 $self->_NewTransaction(
1221 Type => 'AddWatcher',
1222 NewValue => $principal->Id,
1223 Field => $args{'Type'}
1227 return ( 1, $self->loc('Added principal as a [_1] for this ticket', $self->loc($args{'Type'})) );
1233 # {{{ sub DeleteWatcher
1235 =head2 DeleteWatcher { Type => TYPE, PrincipalId => PRINCIPAL_ID, Email => EMAIL_ADDRESS }
1238 Deletes a Ticket watcher. Takes two arguments:
1240 Type (one of Requestor,Cc,AdminCc)
1244 PrincipalId (an RT::Principal Id of the watcher you want to remove)
1246 Email (the email address of an existing wathcer)
1255 my %args = ( Type => undef,
1256 PrincipalId => undef,
1260 unless ( $args{'PrincipalId'} || $args{'Email'} ) {
1261 return ( 0, $self->loc("No principal specified") );
1263 my $principal = RT::Principal->new( $self->CurrentUser );
1264 if ( $args{'PrincipalId'} ) {
1266 $principal->Load( $args{'PrincipalId'} );
1269 my $user = RT::User->new( $self->CurrentUser );
1270 $user->LoadByEmail( $args{'Email'} );
1271 $principal->Load( $user->Id );
1274 # If we can't find this watcher, we need to bail.
1275 unless ( $principal->Id ) {
1276 return ( 0, $self->loc("Could not find that principal") );
1279 my $group = RT::Group->new( $self->CurrentUser );
1280 $group->LoadTicketRoleGroup( Type => $args{'Type'}, Ticket => $self->Id );
1281 unless ( $group->id ) {
1282 return ( 0, $self->loc("Group not found") );
1286 #If the watcher we're trying to add is for the current user
1287 if ( $self->CurrentUser->PrincipalId == $principal->id ) {
1289 # If it's an AdminCc and they don't have
1290 # 'WatchAsAdminCc' or 'ModifyTicket', bail
1291 if ( $args{'Type'} eq 'AdminCc' ) {
1292 unless ( $self->CurrentUserHasRight('ModifyTicket')
1293 or $self->CurrentUserHasRight('WatchAsAdminCc') ) {
1294 return ( 0, $self->loc('Permission Denied') );
1298 # If it's a Requestor or Cc and they don't have
1299 # 'Watch' or 'ModifyTicket', bail
1300 elsif ( ( $args{'Type'} eq 'Cc' ) or ( $args{'Type'} eq 'Requestor' ) )
1302 unless ( $self->CurrentUserHasRight('ModifyTicket')
1303 or $self->CurrentUserHasRight('Watch') ) {
1304 return ( 0, $self->loc('Permission Denied') );
1308 $RT::Logger->warn("$self -> DeleteWatcher got passed a bogus type");
1310 $self->loc('Error in parameters to Ticket->DeleteWatcher') );
1314 # If the watcher isn't the current user
1315 # and the current user doesn't have 'ModifyTicket' bail
1317 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1318 return ( 0, $self->loc("Permission Denied") );
1324 # see if this user is already a watcher.
1326 unless ( $group->HasMember($principal) ) {
1328 $self->loc( 'That principal is not a [_1] for this ticket',
1332 my ( $m_id, $m_msg ) = $group->_DeleteMember( $principal->Id );
1334 $RT::Logger->error( "Failed to delete "
1336 . " as a member of group "
1342 'Could not remove that principal as a [_1] for this ticket',
1346 unless ( $args{'Silent'} ) {
1347 $self->_NewTransaction( Type => 'DelWatcher',
1348 OldValue => $principal->Id,
1349 Field => $args{'Type'} );
1353 $self->loc( "[_1] is no longer a [_2] for this ticket.",
1354 $principal->Object->Name,
1363 =head2 SquelchMailTo [EMAIL]
1365 Takes an optional email address to never email about updates to this ticket.
1368 Returns an array of the RT::Attribute objects for this ticket's 'SquelchMailTo' attributes.
1376 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1380 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1385 return $self->_SquelchMailTo(@_);
1388 sub _SquelchMailTo {
1392 $self->AddAttribute( Name => 'SquelchMailTo', Content => $attr )
1393 unless grep { $_->Content eq $attr }
1394 $self->Attributes->Named('SquelchMailTo');
1396 my @attributes = $self->Attributes->Named('SquelchMailTo');
1397 return (@attributes);
1401 =head2 UnsquelchMailTo ADDRESS
1403 Takes an address and removes it from this ticket's "SquelchMailTo" list. If an address appears multiple times, each instance is removed.
1405 Returns a tuple of (status, message)
1409 sub UnsquelchMailTo {
1412 my $address = shift;
1413 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1414 return ( 0, $self->loc("Permission Denied") );
1417 my ($val, $msg) = $self->Attributes->DeleteEntry ( Name => 'SquelchMailTo', Content => $address);
1418 return ($val, $msg);
1422 # {{{ a set of [foo]AsString subs that will return the various sorts of watchers for a ticket/queue as a comma delineated string
1424 =head2 RequestorAddresses
1426 B<Returns> String: All Ticket Requestor email addresses as a string.
1430 sub RequestorAddresses {
1433 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1437 return ( $self->Requestors->MemberEmailAddressesAsString );
1441 =head2 AdminCcAddresses
1443 returns String: All Ticket AdminCc email addresses as a string
1447 sub AdminCcAddresses {
1450 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1454 return ( $self->AdminCc->MemberEmailAddressesAsString )
1460 returns String: All Ticket Ccs as a string of email addresses
1467 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1470 return ( $self->Cc->MemberEmailAddressesAsString);
1476 # {{{ Routines that return RT::Watchers objects of Requestors, Ccs and AdminCcs
1478 # {{{ sub Requestors
1483 Returns this ticket's Requestors as an RT::Group object
1490 my $group = RT::Group->new($self->CurrentUser);
1491 if ( $self->CurrentUserHasRight('ShowTicket') ) {
1492 $group->LoadTicketRoleGroup(Type => 'Requestor', Ticket => $self->Id);
1500 # {{{ sub _Requestors
1504 Private non-ACLed variant of Reqeustors so that we can look them up for the
1505 purposes of customer auto-association during create.
1512 my $group = RT::Group->new($RT::SystemUser);
1513 $group->LoadTicketRoleGroup(Type => 'Requestor', Ticket => $self->Id);
1524 Returns an RT::Group object which contains this ticket's Ccs.
1525 If the user doesn't have "ShowTicket" permission, returns an empty group
1532 my $group = RT::Group->new($self->CurrentUser);
1533 if ( $self->CurrentUserHasRight('ShowTicket') ) {
1534 $group->LoadTicketRoleGroup(Type => 'Cc', Ticket => $self->Id);
1547 Returns an RT::Group object which contains this ticket's AdminCcs.
1548 If the user doesn't have "ShowTicket" permission, returns an empty group
1555 my $group = RT::Group->new($self->CurrentUser);
1556 if ( $self->CurrentUserHasRight('ShowTicket') ) {
1557 $group->LoadTicketRoleGroup(Type => 'AdminCc', Ticket => $self->Id);
1567 # {{{ IsWatcher,IsRequestor,IsCc, IsAdminCc
1570 # a generic routine to be called by IsRequestor, IsCc and IsAdminCc
1572 =head2 IsWatcher { Type => TYPE, PrincipalId => PRINCIPAL_ID, Email => EMAIL }
1574 Takes a param hash with the attributes Type and either PrincipalId or Email
1576 Type is one of Requestor, Cc, AdminCc and Owner
1578 PrincipalId is an RT::Principal id, and Email is an email address.
1580 Returns true if the specified principal (or the one corresponding to the
1581 specified address) is a member of the group Type for this ticket.
1583 XX TODO: This should be Memoized.
1590 my %args = ( Type => 'Requestor',
1591 PrincipalId => undef,
1596 # Load the relevant group.
1597 my $group = RT::Group->new($self->CurrentUser);
1598 $group->LoadTicketRoleGroup(Type => $args{'Type'}, Ticket => $self->id);
1600 # Find the relevant principal.
1601 if (!$args{PrincipalId} && $args{Email}) {
1602 # Look up the specified user.
1603 my $user = RT::User->new($self->CurrentUser);
1604 $user->LoadByEmail($args{Email});
1606 $args{PrincipalId} = $user->PrincipalId;
1609 # A non-existent user can't be a group member.
1614 # Ask if it has the member in question
1615 return $group->HasMember( $args{'PrincipalId'} );
1620 # {{{ sub IsRequestor
1622 =head2 IsRequestor PRINCIPAL_ID
1624 Takes an L<RT::Principal> id.
1626 Returns true if the principal is a requestor of the current ticket.
1634 return ( $self->IsWatcher( Type => 'Requestor', PrincipalId => $person ) );
1642 =head2 IsCc PRINCIPAL_ID
1644 Takes an RT::Principal id.
1645 Returns true if the principal is a Cc of the current ticket.
1654 return ( $self->IsWatcher( Type => 'Cc', PrincipalId => $cc ) );
1662 =head2 IsAdminCc PRINCIPAL_ID
1664 Takes an RT::Principal id.
1665 Returns true if the principal is an AdminCc of the current ticket.
1673 return ( $self->IsWatcher( Type => 'AdminCc', PrincipalId => $person ) );
1683 Takes an RT::User object. Returns true if that user is this ticket's owner.
1684 returns undef otherwise
1692 # no ACL check since this is used in acl decisions
1693 # unless ($self->CurrentUserHasRight('ShowTicket')) {
1697 #Tickets won't yet have owners when they're being created.
1698 unless ( $self->OwnerObj->id ) {
1702 if ( $person->id == $self->OwnerObj->id ) {
1717 =head2 TransactionAddresses
1719 Returns a composite hashref of the results of L<RT::Transaction/Addresses> for
1720 all this ticket's Create, Comment or Correspond transactions. The keys are
1721 stringified email addresses. Each value is an L<Email::Address> object.
1723 NOTE: For performance reasons, this method might want to skip transactions and go straight for attachments. But to make that work right, we're going to need to go and walk around the access control in Attachment.pm's sub _Value.
1728 sub TransactionAddresses {
1730 my $txns = $self->Transactions;
1733 foreach my $type (qw(Create Comment Correspond)) {
1734 $txns->Limit(FIELD => 'Type', OPERATOR => '=', VALUE => $type , ENTRYAGGREGATOR => 'OR', CASESENSITIVE => 1);
1737 while (my $txn = $txns->Next) {
1738 my $txnaddrs = $txn->Addresses;
1739 foreach my $addrlist ( values %$txnaddrs ) {
1740 foreach my $addr (@$addrlist) {
1741 # Skip addresses without a phrase (things that are just raw addresses) if we have a phrase
1742 next if ($addresses{$addr->address} && $addresses{$addr->address}->phrase && not $addr->phrase);
1743 # skips "comment-only" addresses
1744 next unless ($addr->address);
1745 $addresses{$addr->address} = $addr;
1757 # {{{ Routines dealing with queues
1759 # {{{ sub ValidateQueue
1766 $RT::Logger->warning( " RT:::Queue::ValidateQueue called with a null value. this isn't ok.");
1770 my $QueueObj = RT::Queue->new( $self->CurrentUser );
1771 my $id = $QueueObj->Load($Value);
1787 my $NewQueue = shift;
1789 #Redundant. ACL gets checked in _Set;
1790 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1791 return ( 0, $self->loc("Permission Denied") );
1794 my $NewQueueObj = RT::Queue->new( $self->CurrentUser );
1795 $NewQueueObj->Load($NewQueue);
1797 unless ( $NewQueueObj->Id() ) {
1798 return ( 0, $self->loc("That queue does not exist") );
1801 if ( $NewQueueObj->Id == $self->QueueObj->Id ) {
1802 return ( 0, $self->loc('That is the same value') );
1805 $self->CurrentUser->HasRight(
1806 Right => 'CreateTicket',
1807 Object => $NewQueueObj
1811 return ( 0, $self->loc("You may not create requests in that queue.") );
1815 $self->OwnerObj->HasRight(
1816 Right => 'OwnTicket',
1817 Object => $NewQueueObj
1821 my $clone = RT::Ticket->new( $RT::SystemUser );
1822 $clone->Load( $self->Id );
1823 unless ( $clone->Id ) {
1824 return ( 0, $self->loc("Couldn't load copy of ticket #[_1].", $self->Id) );
1826 my ($status, $msg) = $clone->SetOwner( $RT::Nobody->Id, 'Force' );
1827 $RT::Logger->error("Couldn't set owner on queue change: $msg") unless $status;
1830 my ($status, $msg) = $self->_Set( Field => 'Queue', Value => $NewQueueObj->Id() );
1833 # On queue change, change queue for reminders too
1834 my $reminder_collection = $self->Reminders->Collection;
1835 while ( my $reminder = $reminder_collection->Next ) {
1836 my ($status, $msg) = $reminder->SetQueue($NewQueue);
1837 $RT::Logger->error('Queue change failed for reminder #' . $reminder->Id . ': ' . $msg) unless $status;
1841 return ($status, $msg);
1850 Takes nothing. returns this ticket's queue object
1857 my $queue_obj = RT::Queue->new( $self->CurrentUser );
1859 #We call __Value so that we can avoid the ACL decision and some deep recursion
1860 my ($result) = $queue_obj->Load( $self->__Value('Queue') );
1861 return ($queue_obj);
1868 # {{{ Date printing routines
1874 Returns an RT::Date object containing this ticket's due date
1881 my $time = new RT::Date( $self->CurrentUser );
1883 # -1 is RT::Date slang for never
1884 if ( my $due = $self->Due ) {
1885 $time->Set( Format => 'sql', Value => $due );
1888 $time->Set( Format => 'unix', Value => -1 );
1896 # {{{ sub DueAsString
1900 Returns this ticket's due date as a human readable string
1906 return $self->DueObj->AsString();
1911 # {{{ sub ResolvedObj
1915 Returns an RT::Date object of this ticket's 'resolved' time.
1922 my $time = new RT::Date( $self->CurrentUser );
1923 $time->Set( Format => 'sql', Value => $self->Resolved );
1929 # {{{ sub SetStarted
1933 Takes a date in ISO format or undef
1934 Returns a transaction id and a message
1935 The client calls "Start" to note that the project was started on the date in $date.
1936 A null date means "now"
1942 my $time = shift || 0;
1944 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1945 return ( 0, $self->loc("Permission Denied") );
1948 #We create a date object to catch date weirdness
1949 my $time_obj = new RT::Date( $self->CurrentUser() );
1951 $time_obj->Set( Format => 'ISO', Value => $time );
1954 $time_obj->SetToNow();
1957 #Now that we're starting, open this ticket
1958 #TODO do we really want to force this as policy? it should be a scrip
1960 #We need $TicketAsSystem, in case the current user doesn't have
1963 my $TicketAsSystem = new RT::Ticket($RT::SystemUser);
1964 $TicketAsSystem->Load( $self->Id );
1965 if ( $TicketAsSystem->Status eq 'new' ) {
1966 $TicketAsSystem->Open();
1969 return ( $self->_Set( Field => 'Started', Value => $time_obj->ISO ) );
1975 # {{{ sub StartedObj
1979 Returns an RT::Date object which contains this ticket's
1987 my $time = new RT::Date( $self->CurrentUser );
1988 $time->Set( Format => 'sql', Value => $self->Started );
1998 Returns an RT::Date object which contains this ticket's
2006 my $time = new RT::Date( $self->CurrentUser );
2007 $time->Set( Format => 'sql', Value => $self->Starts );
2017 Returns an RT::Date object which contains this ticket's
2025 my $time = new RT::Date( $self->CurrentUser );
2026 $time->Set( Format => 'sql', Value => $self->Told );
2032 # {{{ sub ToldAsString
2036 A convenience method that returns ToldObj->AsString
2038 TODO: This should be deprecated
2044 if ( $self->Told ) {
2045 return $self->ToldObj->AsString();
2054 # {{{ sub TimeWorkedAsString
2056 =head2 TimeWorkedAsString
2058 Returns the amount of time worked on this ticket as a Text String
2062 sub TimeWorkedAsString {
2064 my $value = $self->TimeWorked;
2066 # return the # of minutes worked turned into seconds and written as
2067 # a simple text string, this is not really a date object, but if we
2068 # diff a number of seconds vs the epoch, we'll get a nice description
2070 return "" unless $value;
2071 return RT::Date->new( $self->CurrentUser )
2072 ->DurationAsString( $value * 60 );
2077 # {{{ sub TimeLeftAsString
2079 =head2 TimeLeftAsString
2081 Returns the amount of time left on this ticket as a Text String
2085 sub TimeLeftAsString {
2087 my $value = $self->TimeLeft;
2088 return "" unless $value;
2089 return RT::Date->new( $self->CurrentUser )
2090 ->DurationAsString( $value * 60 );
2095 # {{{ Routines dealing with correspondence/comments
2101 Comment on this ticket.
2102 Takes a hash with the following attributes:
2103 If MIMEObj is undefined, Content will be used to build a MIME::Entity for this
2106 MIMEObj, TimeTaken, CcMessageTo, BccMessageTo, Content, DryRun
2108 If DryRun is defined, this update WILL NOT BE RECORDED. Scrips will not be committed.
2109 They will, however, be prepared and you'll be able to access them through the TransactionObj
2111 Returns: Transaction id, Error Message, Transaction Object
2112 (note the different order from Create()!)
2119 my %args = ( CcMessageTo => undef,
2120 BccMessageTo => undef,
2127 unless ( ( $self->CurrentUserHasRight('CommentOnTicket') )
2128 or ( $self->CurrentUserHasRight('ModifyTicket') ) ) {
2129 return ( 0, $self->loc("Permission Denied"), undef );
2131 $args{'NoteType'} = 'Comment';
2133 if ($args{'DryRun'}) {
2134 $RT::Handle->BeginTransaction();
2135 $args{'CommitScrips'} = 0;
2138 my @results = $self->_RecordNote(%args);
2139 if ($args{'DryRun'}) {
2140 $RT::Handle->Rollback();
2147 # {{{ sub Correspond
2151 Correspond on this ticket.
2152 Takes a hashref with the following attributes:
2155 MIMEObj, TimeTaken, CcMessageTo, BccMessageTo, Content, DryRun
2157 if there's no MIMEObj, Content is used to build a MIME::Entity object
2159 If DryRun is defined, this update WILL NOT BE RECORDED. Scrips will not be committed.
2160 They will, however, be prepared and you'll be able to access them through the TransactionObj
2162 Returns: Transaction id, Error Message, Transaction Object
2163 (note the different order from Create()!)
2170 my %args = ( CcMessageTo => undef,
2171 BccMessageTo => undef,
2177 unless ( ( $self->CurrentUserHasRight('ReplyToTicket') )
2178 or ( $self->CurrentUserHasRight('ModifyTicket') ) ) {
2179 return ( 0, $self->loc("Permission Denied"), undef );
2182 $args{'NoteType'} = 'Correspond';
2183 if ($args{'DryRun'}) {
2184 $RT::Handle->BeginTransaction();
2185 $args{'CommitScrips'} = 0;
2188 my @results = $self->_RecordNote(%args);
2190 #Set the last told date to now if this isn't mail from the requestor.
2191 #TODO: Note that this will wrongly ack mail from any non-requestor as a "told"
2192 $self->_SetTold unless ( $self->IsRequestor($self->CurrentUser->id));
2194 if ($args{'DryRun'}) {
2195 $RT::Handle->Rollback();
2204 # {{{ sub _RecordNote
2208 the meat of both comment and correspond.
2210 Performs no access control checks. hence, dangerous.
2217 CcMessageTo => undef,
2218 BccMessageTo => undef,
2223 NoteType => 'Correspond',
2230 unless ( $args{'MIMEObj'} || $args{'Content'} ) {
2231 return ( 0, $self->loc("No message attached"), undef );
2234 unless ( $args{'MIMEObj'} ) {
2235 $args{'MIMEObj'} = MIME::Entity->build(
2236 Data => ( ref $args{'Content'}? $args{'Content'}: [ $args{'Content'} ] )
2240 # convert text parts into utf-8
2241 RT::I18N::SetMIMEEntityToUTF8( $args{'MIMEObj'} );
2243 # If we've been passed in CcMessageTo and BccMessageTo fields,
2244 # add them to the mime object for passing on to the transaction handler
2245 # The "NotifyOtherRecipients" scripAction will look for RT-Send-Cc: and
2246 # RT-Send-Bcc: headers
2249 foreach my $type (qw/Cc Bcc/) {
2250 if ( defined $args{ $type . 'MessageTo' } ) {
2252 my $addresses = join ', ', (
2253 map { RT::User->CanonicalizeEmailAddress( $_->address ) }
2254 Email::Address->parse( $args{ $type . 'MessageTo' } ) );
2255 $args{'MIMEObj'}->head->add( 'RT-Send-' . $type, Encode::encode_utf8( $addresses ) );
2259 foreach my $argument (qw(Encrypt Sign)) {
2260 $args{'MIMEObj'}->head->add(
2261 "X-RT-$argument" => Encode::encode_utf8( $args{ $argument } )
2262 ) if defined $args{ $argument };
2265 # If this is from an external source, we need to come up with its
2266 # internal Message-ID now, so all emails sent because of this
2267 # message have a common Message-ID
2268 my $org = RT->Config->Get('Organization');
2269 my $msgid = $args{'MIMEObj'}->head->get('Message-ID');
2270 unless (defined $msgid && $msgid =~ /<(rt-.*?-\d+-\d+)\.(\d+-0-0)\@\Q$org\E>/) {
2271 $args{'MIMEObj'}->head->set(
2272 'RT-Message-ID' => RT::Interface::Email::GenMessageId( Ticket => $self )
2276 #Record the correspondence (write the transaction)
2277 my ( $Trans, $msg, $TransObj ) = $self->_NewTransaction(
2278 Type => $args{'NoteType'},
2279 Data => ( $args{'MIMEObj'}->head->get('subject') || 'No Subject' ),
2280 TimeTaken => $args{'TimeTaken'},
2281 MIMEObj => $args{'MIMEObj'},
2282 CommitScrips => $args{'CommitScrips'},
2283 CustomFields => $args{'CustomFields'},
2287 $RT::Logger->err("$self couldn't init a transaction $msg");
2288 return ( $Trans, $self->loc("Message could not be recorded"), undef );
2291 return ( $Trans, $self->loc("Message recorded"), $TransObj );
2303 #TODO: Field isn't the right thing here. but I ahave no idea what mnemonic ---
2306 my $type = shift || "";
2308 my $cache_key = "$field$type";
2309 return $self->{ $cache_key } if $self->{ $cache_key };
2311 my $links = $self->{ $cache_key }
2312 = RT::Links->new( $self->CurrentUser );
2313 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
2314 $links->Limit( FIELD => 'id', VALUE => 0 );
2318 # without this you will also get RT::User(s) instead of tickets!
2319 if ($field == 'Base' and $type == 'MemberOf') {
2320 my $rtname = RT->Config->Get('rtname');
2323 OPERATOR => 'STARTSWITH',
2324 VALUE => "fsck.com-rt://$rtname/ticket/",
2328 # Maybe this ticket is a merge ticket
2329 my $limit_on = 'Local'. $field;
2330 # at least to myself
2334 ENTRYAGGREGATOR => 'OR',
2339 ENTRYAGGREGATOR => 'OR',
2340 ) foreach $self->Merged;
2351 # {{{ sub DeleteLink
2355 Delete a link. takes a paramhash of Base, Target, Type, Silent,
2356 SilentBase and SilentTarget. Either Base or Target must be null.
2357 The null value will be replaced with this ticket\'s id.
2359 If Silent is true then no transaction would be recorded, in other
2360 case you can control creation of transactions on both base and
2361 target with SilentBase and SilentTarget respectively. By default
2362 both transactions are created.
2373 SilentBase => undef,
2374 SilentTarget => undef,
2378 unless ( $args{'Target'} || $args{'Base'} ) {
2379 $RT::Logger->error("Base or Target must be specified");
2380 return ( 0, $self->loc('Either base or target must be specified') );
2385 $right++ if $self->CurrentUserHasRight('ModifyTicket');
2386 if ( !$right && RT->Config->Get( 'StrictLinkACL' ) ) {
2387 return ( 0, $self->loc("Permission Denied") );
2390 # If the other URI is an RT::Ticket, we want to make sure the user
2391 # can modify it too...
2392 my ($status, $msg, $other_ticket) = $self->__GetTicketFromURI( URI => $args{'Target'} || $args{'Base'} );
2393 return (0, $msg) unless $status;
2394 if ( !$other_ticket || $other_ticket->CurrentUserHasRight('ModifyTicket') ) {
2397 if ( ( !RT->Config->Get( 'StrictLinkACL' ) && $right == 0 ) ||
2398 ( RT->Config->Get( 'StrictLinkACL' ) && $right < 2 ) )
2400 return ( 0, $self->loc("Permission Denied") );
2403 my ($val, $Msg) = $self->SUPER::_DeleteLink(%args);
2404 return ( 0, $Msg ) unless $val;
2406 return ( $val, $Msg ) if $args{'Silent'};
2408 my ($direction, $remote_link);
2410 if ( $args{'Base'} ) {
2411 $remote_link = $args{'Base'};
2412 $direction = 'Target';
2414 elsif ( $args{'Target'} ) {
2415 $remote_link = $args{'Target'};
2416 $direction = 'Base';
2419 my $remote_uri = RT::URI->new( $self->CurrentUser );
2420 $remote_uri->FromURI( $remote_link );
2422 unless ( $args{ 'Silent'. $direction } ) {
2423 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
2424 Type => 'DeleteLink',
2425 Field => $LINKDIRMAP{$args{'Type'}}->{$direction},
2426 OldValue => $remote_uri->URI || $remote_link,
2429 $RT::Logger->error("Couldn't create transaction: $Msg") unless $Trans;
2432 if ( !$args{ 'Silent'. ( $direction eq 'Target'? 'Base': 'Target' ) } && $remote_uri->IsLocal ) {
2433 my $OtherObj = $remote_uri->Object;
2434 my ( $val, $Msg ) = $OtherObj->_NewTransaction(
2435 Type => 'DeleteLink',
2436 Field => $direction eq 'Target' ? $LINKDIRMAP{$args{'Type'}}->{Base}
2437 : $LINKDIRMAP{$args{'Type'}}->{Target},
2438 OldValue => $self->URI,
2439 ActivateScrips => !RT->Config->Get('LinkTransactionsRun1Scrip'),
2442 $RT::Logger->error("Couldn't create transaction: $Msg") unless $val;
2445 return ( $val, $Msg );
2454 Takes a paramhash of Type and one of Base or Target. Adds that link to this ticket.
2456 If Silent is true then no transaction would be recorded, in other
2457 case you can control creation of transactions on both base and
2458 target with SilentBase and SilentTarget respectively. By default
2459 both transactions are created.
2465 my %args = ( Target => '',
2469 SilentBase => undef,
2470 SilentTarget => undef,
2473 unless ( $args{'Target'} || $args{'Base'} ) {
2474 $RT::Logger->error("Base or Target must be specified");
2475 return ( 0, $self->loc('Either base or target must be specified') );
2479 $right++ if $self->CurrentUserHasRight('ModifyTicket');
2480 if ( !$right && RT->Config->Get( 'StrictLinkACL' ) ) {
2481 return ( 0, $self->loc("Permission Denied") );
2484 # If the other URI is an RT::Ticket, we want to make sure the user
2485 # can modify it too...
2486 my ($status, $msg, $other_ticket) = $self->__GetTicketFromURI( URI => $args{'Target'} || $args{'Base'} );
2487 return (0, $msg) unless $status;
2488 if ( !$other_ticket || $other_ticket->CurrentUserHasRight('ModifyTicket') ) {
2491 if ( ( !RT->Config->Get( 'StrictLinkACL' ) && $right == 0 ) ||
2492 ( RT->Config->Get( 'StrictLinkACL' ) && $right < 2 ) )
2494 return ( 0, $self->loc("Permission Denied") );
2497 return $self->_AddLink(%args);
2500 sub __GetTicketFromURI {
2502 my %args = ( URI => '', @_ );
2504 # If the other URI is an RT::Ticket, we want to make sure the user
2505 # can modify it too...
2506 my $uri_obj = RT::URI->new( $self->CurrentUser );
2507 $uri_obj->FromURI( $args{'URI'} );
2509 unless ( $uri_obj->Resolver && $uri_obj->Scheme ) {
2510 my $msg = $self->loc( "Couldn't resolve '[_1]' into a URI.", $args{'URI'} );
2511 $RT::Logger->warning( $msg );
2514 my $obj = $uri_obj->Resolver->Object;
2515 unless ( UNIVERSAL::isa($obj, 'RT::Ticket') && $obj->id ) {
2516 return (1, 'Found not a ticket', undef);
2518 return (1, 'Found ticket', $obj);
2523 Private non-acled variant of AddLink so that links can be added during create.
2529 my %args = ( Target => '',
2533 SilentBase => undef,
2534 SilentTarget => undef,
2537 my ($val, $msg, $exist) = $self->SUPER::_AddLink(%args);
2538 return ($val, $msg) if !$val || $exist;
2539 return ($val, $msg) if $args{'Silent'};
2541 my ($direction, $remote_link);
2542 if ( $args{'Target'} ) {
2543 $remote_link = $args{'Target'};
2544 $direction = 'Base';
2545 } elsif ( $args{'Base'} ) {
2546 $remote_link = $args{'Base'};
2547 $direction = 'Target';
2550 my $remote_uri = RT::URI->new( $self->CurrentUser );
2551 $remote_uri->FromURI( $remote_link );
2553 unless ( $args{ 'Silent'. $direction } ) {
2554 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
2556 Field => $LINKDIRMAP{$args{'Type'}}->{$direction},
2557 NewValue => $remote_uri->URI || $remote_link,
2560 $RT::Logger->error("Couldn't create transaction: $Msg") unless $Trans;
2563 if ( !$args{ 'Silent'. ( $direction eq 'Target'? 'Base': 'Target' ) } && $remote_uri->IsLocal ) {
2564 my $OtherObj = $remote_uri->Object;
2565 my ( $val, $msg ) = $OtherObj->_NewTransaction(
2567 Field => $direction eq 'Target' ? $LINKDIRMAP{$args{'Type'}}->{Base}
2568 : $LINKDIRMAP{$args{'Type'}}->{Target},
2569 NewValue => $self->URI,
2570 ActivateScrips => !RT->Config->Get('LinkTransactionsRun1Scrip'),
2573 $RT::Logger->error("Couldn't create transaction: $msg") unless $val;
2576 return ( $val, $msg );
2586 MergeInto take the id of the ticket to merge this ticket into.
2592 my $ticket_id = shift;
2594 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
2595 return ( 0, $self->loc("Permission Denied") );
2598 # Load up the new ticket.
2599 my $MergeInto = RT::Ticket->new($self->CurrentUser);
2600 $MergeInto->Load($ticket_id);
2602 # make sure it exists.
2603 unless ( $MergeInto->Id ) {
2604 return ( 0, $self->loc("New ticket doesn't exist") );
2607 # Make sure the current user can modify the new ticket.
2608 unless ( $MergeInto->CurrentUserHasRight('ModifyTicket') ) {
2609 return ( 0, $self->loc("Permission Denied") );
2612 delete $MERGE_CACHE{'effective'}{ $self->id };
2613 delete @{ $MERGE_CACHE{'merged'} }{
2614 $ticket_id, $MergeInto->id, $self->id
2617 $RT::Handle->BeginTransaction();
2619 # We use EffectiveId here even though it duplicates information from
2620 # the links table becasue of the massive performance hit we'd take
2621 # by trying to do a separate database query for merge info everytime
2624 #update this ticket's effective id to the new ticket's id.
2625 my ( $id_val, $id_msg ) = $self->__Set(
2626 Field => 'EffectiveId',
2627 Value => $MergeInto->Id()
2631 $RT::Handle->Rollback();
2632 return ( 0, $self->loc("Merge failed. Couldn't set EffectiveId") );
2636 if ( $self->__Value('Status') ne 'resolved' ) {
2638 my ( $status_val, $status_msg )
2639 = $self->__Set( Field => 'Status', Value => 'resolved' );
2641 unless ($status_val) {
2642 $RT::Handle->Rollback();
2645 "[_1] couldn't set status to resolved. RT's Database may be inconsistent.",
2649 return ( 0, $self->loc("Merge failed. Couldn't set Status") );
2653 # update all the links that point to that old ticket
2654 my $old_links_to = RT::Links->new($self->CurrentUser);
2655 $old_links_to->Limit(FIELD => 'Target', VALUE => $self->URI);
2658 while (my $link = $old_links_to->Next) {
2659 if (exists $old_seen{$link->Base."-".$link->Type}) {
2662 elsif ($link->Base eq $MergeInto->URI) {
2665 # First, make sure the link doesn't already exist. then move it over.
2666 my $tmp = RT::Link->new($RT::SystemUser);
2667 $tmp->LoadByCols(Base => $link->Base, Type => $link->Type, LocalTarget => $MergeInto->id);
2671 $link->SetTarget($MergeInto->URI);
2672 $link->SetLocalTarget($MergeInto->id);
2674 $old_seen{$link->Base."-".$link->Type} =1;
2679 my $old_links_from = RT::Links->new($self->CurrentUser);
2680 $old_links_from->Limit(FIELD => 'Base', VALUE => $self->URI);
2682 while (my $link = $old_links_from->Next) {
2683 if (exists $old_seen{$link->Type."-".$link->Target}) {
2686 if ($link->Target eq $MergeInto->URI) {
2689 # First, make sure the link doesn't already exist. then move it over.
2690 my $tmp = RT::Link->new($RT::SystemUser);
2691 $tmp->LoadByCols(Target => $link->Target, Type => $link->Type, LocalBase => $MergeInto->id);
2695 $link->SetBase($MergeInto->URI);
2696 $link->SetLocalBase($MergeInto->id);
2697 $old_seen{$link->Type."-".$link->Target} =1;
2703 # Update time fields
2704 foreach my $type (qw(TimeEstimated TimeWorked TimeLeft)) {
2706 my $mutator = "Set$type";
2707 $MergeInto->$mutator(
2708 ( $MergeInto->$type() || 0 ) + ( $self->$type() || 0 ) );
2711 #add all of this ticket's watchers to that ticket.
2712 foreach my $watcher_type (qw(Requestors Cc AdminCc)) {
2714 my $people = $self->$watcher_type->MembersObj;
2715 my $addwatcher_type = $watcher_type;
2716 $addwatcher_type =~ s/s$//;
2718 while ( my $watcher = $people->Next ) {
2720 my ($val, $msg) = $MergeInto->_AddWatcher(
2721 Type => $addwatcher_type,
2723 PrincipalId => $watcher->MemberId
2726 $RT::Logger->warning($msg);
2732 #find all of the tickets that were merged into this ticket.
2733 my $old_mergees = new RT::Tickets( $self->CurrentUser );
2734 $old_mergees->Limit(
2735 FIELD => 'EffectiveId',
2740 # update their EffectiveId fields to the new ticket's id
2741 while ( my $ticket = $old_mergees->Next() ) {
2742 my ( $val, $msg ) = $ticket->__Set(
2743 Field => 'EffectiveId',
2744 Value => $MergeInto->Id()
2748 #make a new link: this ticket is merged into that other ticket.
2749 $self->AddLink( Type => 'MergedInto', Target => $MergeInto->Id());
2751 $MergeInto->_SetLastUpdated;
2753 $RT::Handle->Commit();
2754 return ( 1, $self->loc("Merge Successful") );
2759 Returns list of tickets' ids that's been merged into this ticket.
2767 return @{ $MERGE_CACHE{'merged'}{ $id } }
2768 if $MERGE_CACHE{'merged'}{ $id };
2770 my $mergees = RT::Tickets->new( $self->CurrentUser );
2772 FIELD => 'EffectiveId',
2780 return @{ $MERGE_CACHE{'merged'}{ $id } ||= [] }
2781 = map $_->id, @{ $mergees->ItemsArrayRef || [] };
2788 # {{{ Routines dealing with ownership
2794 Takes nothing and returns an RT::User object of
2802 #If this gets ACLed, we lose on a rights check in User.pm and
2803 #get deep recursion. if we need ACLs here, we need
2804 #an equiv without ACLs
2806 my $owner = new RT::User( $self->CurrentUser );
2807 $owner->Load( $self->__Value('Owner') );
2809 #Return the owner object
2815 # {{{ sub OwnerAsString
2817 =head2 OwnerAsString
2819 Returns the owner's email address
2825 return ( $self->OwnerObj->EmailAddress );
2835 Takes two arguments:
2836 the Id or Name of the owner
2837 and (optionally) the type of the SetOwner Transaction. It defaults
2838 to 'Give'. 'Steal' is also a valid option.
2845 my $NewOwner = shift;
2846 my $Type = shift || "Give";
2848 $RT::Handle->BeginTransaction();
2850 $self->_SetLastUpdated(); # lock the ticket
2851 $self->Load( $self->id ); # in case $self changed while waiting for lock
2853 my $OldOwnerObj = $self->OwnerObj;
2855 my $NewOwnerObj = RT::User->new( $self->CurrentUser );
2856 $NewOwnerObj->Load( $NewOwner );
2857 unless ( $NewOwnerObj->Id ) {
2858 $RT::Handle->Rollback();
2859 return ( 0, $self->loc("That user does not exist") );
2863 # must have ModifyTicket rights
2864 # or TakeTicket/StealTicket and $NewOwner is self
2865 # see if it's a take
2866 if ( $OldOwnerObj->Id == $RT::Nobody->Id ) {
2867 unless ( $self->CurrentUserHasRight('ModifyTicket')
2868 || $self->CurrentUserHasRight('TakeTicket') ) {
2869 $RT::Handle->Rollback();
2870 return ( 0, $self->loc("Permission Denied") );
2874 # see if it's a steal
2875 elsif ( $OldOwnerObj->Id != $RT::Nobody->Id
2876 && $OldOwnerObj->Id != $self->CurrentUser->id ) {
2878 unless ( $self->CurrentUserHasRight('ModifyTicket')
2879 || $self->CurrentUserHasRight('StealTicket') ) {
2880 $RT::Handle->Rollback();
2881 return ( 0, $self->loc("Permission Denied") );
2885 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
2886 $RT::Handle->Rollback();
2887 return ( 0, $self->loc("Permission Denied") );
2891 # If we're not stealing and the ticket has an owner and it's not
2893 if ( $Type ne 'Steal' and $Type ne 'Force'
2894 and $OldOwnerObj->Id != $RT::Nobody->Id
2895 and $OldOwnerObj->Id != $self->CurrentUser->Id )
2897 $RT::Handle->Rollback();
2898 return ( 0, $self->loc("You can only take tickets that are unowned") )
2899 if $NewOwnerObj->id == $self->CurrentUser->id;
2902 $self->loc("You can only reassign tickets that you own or that are unowned" )
2906 #If we've specified a new owner and that user can't modify the ticket
2907 elsif ( !$NewOwnerObj->HasRight( Right => 'OwnTicket', Object => $self ) ) {
2908 $RT::Handle->Rollback();
2909 return ( 0, $self->loc("That user may not own tickets in that queue") );
2912 # If the ticket has an owner and it's the new owner, we don't need
2914 elsif ( $NewOwnerObj->Id == $OldOwnerObj->Id ) {
2915 $RT::Handle->Rollback();
2916 return ( 0, $self->loc("That user already owns that ticket") );
2919 # Delete the owner in the owner group, then add a new one
2920 # TODO: is this safe? it's not how we really want the API to work
2921 # for most things, but it's fast.
2922 my ( $del_id, $del_msg );
2923 for my $owner (@{$self->OwnerGroup->MembersObj->ItemsArrayRef}) {
2924 ($del_id, $del_msg) = $owner->Delete();
2925 last unless ($del_id);
2929 $RT::Handle->Rollback();
2930 return ( 0, $self->loc("Could not change owner: [_1]", $del_msg) );
2933 my ( $add_id, $add_msg ) = $self->OwnerGroup->_AddMember(
2934 PrincipalId => $NewOwnerObj->PrincipalId,
2935 InsideTransaction => 1 );
2937 $RT::Handle->Rollback();
2938 return ( 0, $self->loc("Could not change owner: [_1]", $add_msg ) );
2941 # We call set twice with slightly different arguments, so
2942 # as to not have an SQL transaction span two RT transactions
2944 my ( $val, $msg ) = $self->_Set(
2946 RecordTransaction => 0,
2947 Value => $NewOwnerObj->Id,
2949 TransactionType => $Type,
2950 CheckACL => 0, # don't check acl
2954 $RT::Handle->Rollback;
2955 return ( 0, $self->loc("Could not change owner: [_1]", $msg) );
2958 ($val, $msg) = $self->_NewTransaction(
2961 NewValue => $NewOwnerObj->Id,
2962 OldValue => $OldOwnerObj->Id,
2967 $msg = $self->loc( "Owner changed from [_1] to [_2]",
2968 $OldOwnerObj->Name, $NewOwnerObj->Name );
2971 $RT::Handle->Rollback();
2975 $RT::Handle->Commit();
2977 return ( $val, $msg );
2986 A convenince method to set the ticket's owner to the current user
2992 return ( $self->SetOwner( $self->CurrentUser->Id, 'Take' ) );
3001 Convenience method to set the owner to 'nobody' if the current user is the owner.
3007 return ( $self->SetOwner( $RT::Nobody->UserObj->Id, 'Untake' ) );
3016 A convenience method to change the owner of the current ticket to the
3017 current user. Even if it's owned by another user.
3024 if ( $self->IsOwner( $self->CurrentUser ) ) {
3025 return ( 0, $self->loc("You already own this ticket") );
3028 return ( $self->SetOwner( $self->CurrentUser->Id, 'Steal' ) );
3038 # {{{ Routines dealing with status
3040 # {{{ sub ValidateStatus
3042 =head2 ValidateStatus STATUS
3044 Takes a string. Returns true if that status is a valid status for this ticket.
3045 Returns false otherwise.
3049 sub ValidateStatus {
3053 #Make sure the status passed in is valid
3054 unless ( $self->QueueObj->IsValidStatus($status) ) {
3066 =head2 SetStatus STATUS
3068 Set this ticket\'s status. STATUS can be one of: new, open, stalled, resolved, rejected or deleted.
3070 Alternatively, you can pass in a list of named parameters (Status => STATUS, Force => FORCE). If FORCE is true, ignore unresolved dependencies and force a status change.
3081 $args{Status} = shift;
3088 if ( $args{Status} eq 'deleted') {
3089 unless ($self->CurrentUserHasRight('DeleteTicket')) {
3090 return ( 0, $self->loc('Permission Denied') );
3093 unless ($self->CurrentUserHasRight('ModifyTicket')) {
3094 return ( 0, $self->loc('Permission Denied') );
3098 if (!$args{Force} && ($args{'Status'} eq 'resolved') && $self->HasUnresolvedDependencies) {
3099 return (0, $self->loc('That ticket has unresolved dependencies'));
3102 my $now = RT::Date->new( $self->CurrentUser );
3105 #If we're changing the status from new, record that we've started
3106 if ( $self->Status eq 'new' && $args{Status} ne 'new' ) {
3108 #Set the Started time to "now"
3109 $self->_Set( Field => 'Started',
3111 RecordTransaction => 0 );
3114 #When we close a ticket, set the 'Resolved' attribute to now.
3115 # It's misnamed, but that's just historical.
3116 if ( $self->QueueObj->IsInactiveStatus($args{Status}) ) {
3117 $self->_Set( Field => 'Resolved',
3119 RecordTransaction => 0 );
3122 #Actually update the status
3123 my ($val, $msg)= $self->_Set( Field => 'Status',
3124 Value => $args{Status},
3127 TransactionType => 'Status' );
3138 Takes no arguments. Marks this ticket for garbage collection
3144 return ( $self->SetStatus('deleted') );
3146 # TODO: garbage collection
3155 Sets this ticket's status to stalled
3161 return ( $self->SetStatus('stalled') );
3170 Sets this ticket's status to rejected
3176 return ( $self->SetStatus('rejected') );
3185 Sets this ticket\'s status to Open
3191 return ( $self->SetStatus('open') );
3200 Sets this ticket\'s status to Resolved
3206 return ( $self->SetStatus('resolved') );
3214 # {{{ Actions + Routines dealing with transactions
3216 # {{{ sub SetTold and _SetTold
3218 =head2 SetTold ISO [TIMETAKEN]
3220 Updates the told and records a transaction
3227 $told = shift if (@_);
3228 my $timetaken = shift || 0;
3230 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
3231 return ( 0, $self->loc("Permission Denied") );
3234 my $datetold = new RT::Date( $self->CurrentUser );
3236 $datetold->Set( Format => 'iso',
3240 $datetold->SetToNow();
3243 return ( $self->_Set( Field => 'Told',
3244 Value => $datetold->ISO,
3245 TimeTaken => $timetaken,
3246 TransactionType => 'Told' ) );
3251 Updates the told without a transaction or acl check. Useful when we're sending replies.
3258 my $now = new RT::Date( $self->CurrentUser );
3261 #use __Set to get no ACLs ;)
3262 return ( $self->__Set( Field => 'Told',
3263 Value => $now->ISO ) );
3273 my $uid = $self->CurrentUser->id;
3274 my $attr = $self->FirstAttribute( "User-". $uid ."-SeenUpTo" );
3275 return if $attr && $attr->Content gt $self->LastUpdated;
3277 my $txns = $self->Transactions;
3278 $txns->Limit( FIELD => 'Type', VALUE => 'Comment' );
3279 $txns->Limit( FIELD => 'Type', VALUE => 'Correspond' );
3280 $txns->Limit( FIELD => 'Creator', OPERATOR => '!=', VALUE => $uid );
3284 VALUE => $attr->Content
3286 $txns->RowsPerPage(1);
3287 return $txns->First;
3292 =head2 TransactionBatch
3294 Returns an array reference of all transactions created on this ticket during
3295 this ticket object's lifetime or since last application of a batch, or undef
3298 Only works when the C<UseTransactionBatch> config option is set to true.
3302 sub TransactionBatch {
3304 return $self->{_TransactionBatch};
3307 =head2 ApplyTransactionBatch
3309 Applies scrips on the current batch of transactions and shinks it. Usually
3310 batch is applied when object is destroyed, but in some cases it's too late.
3314 sub ApplyTransactionBatch {
3317 my $batch = $self->TransactionBatch;
3318 return unless $batch && @$batch;
3320 $self->_ApplyTransactionBatch;
3322 $self->{_TransactionBatch} = [];
3325 sub _ApplyTransactionBatch {
3327 my $batch = $self->TransactionBatch;
3330 my $types = join ',', grep !$seen{$_}++, grep defined, map $_->__Value('Type'), grep defined, @{$batch};
3333 RT::Scrips->new($RT::SystemUser)->Apply(
3334 Stage => 'TransactionBatch',
3336 TransactionObj => $batch->[0],
3340 # Entry point of the rule system
3341 my $rules = RT::Ruleset->FindAllRules(
3342 Stage => 'TransactionBatch',
3344 TransactionObj => $batch->[0],
3347 RT::Ruleset->CommitRules($rules);
3353 # DESTROY methods need to localize $@, or it may unset it. This
3354 # causes $m->abort to not bubble all of the way up. See perlbug
3355 # http://rt.perl.org/rt3/Ticket/Display.html?id=17650
3358 # The following line eliminates reentrancy.
3359 # It protects against the fact that perl doesn't deal gracefully
3360 # when an object's refcount is changed in its destructor.
3361 return if $self->{_Destroyed}++;
3363 my $batch = $self->TransactionBatch;
3364 return unless $batch && @$batch;
3366 return $self->_ApplyTransactionBatch;
3371 # {{{ PRIVATE UTILITY METHODS. Mostly needed so Ticket can be a DBIx::Record
3373 # {{{ sub _OverlayAccessible
3375 sub _OverlayAccessible {
3377 EffectiveId => { 'read' => 1, 'write' => 1, 'public' => 1 },
3378 Queue => { 'read' => 1, 'write' => 1 },
3379 Requestors => { 'read' => 1, 'write' => 1 },
3380 Owner => { 'read' => 1, 'write' => 1 },
3381 Subject => { 'read' => 1, 'write' => 1 },
3382 InitialPriority => { 'read' => 1, 'write' => 1 },
3383 FinalPriority => { 'read' => 1, 'write' => 1 },
3384 Priority => { 'read' => 1, 'write' => 1 },
3385 Status => { 'read' => 1, 'write' => 1 },
3386 TimeEstimated => { 'read' => 1, 'write' => 1 },
3387 TimeWorked => { 'read' => 1, 'write' => 1 },
3388 TimeLeft => { 'read' => 1, 'write' => 1 },
3389 Told => { 'read' => 1, 'write' => 1 },
3390 Resolved => { 'read' => 1 },
3391 Type => { 'read' => 1 },
3392 Starts => { 'read' => 1, 'write' => 1 },
3393 Started => { 'read' => 1, 'write' => 1 },
3394 Due => { 'read' => 1, 'write' => 1 },
3395 Creator => { 'read' => 1, 'auto' => 1 },
3396 Created => { 'read' => 1, 'auto' => 1 },
3397 LastUpdatedBy => { 'read' => 1, 'auto' => 1 },
3398 LastUpdated => { 'read' => 1, 'auto' => 1 }
3410 my %args = ( Field => undef,
3413 RecordTransaction => 1,
3416 TransactionType => 'Set',
3419 if ($args{'CheckACL'}) {
3420 unless ( $self->CurrentUserHasRight('ModifyTicket')) {
3421 return ( 0, $self->loc("Permission Denied"));
3425 unless ($args{'UpdateTicket'} || $args{'RecordTransaction'}) {
3426 $RT::Logger->error("Ticket->_Set called without a mandate to record an update or update the ticket");
3427 return(0, $self->loc("Internal Error"));
3430 #if the user is trying to modify the record
3432 #Take care of the old value we really don't want to get in an ACL loop.
3433 # so ask the super::_Value
3434 my $Old = $self->SUPER::_Value("$args{'Field'}");
3437 if ( $args{'UpdateTicket'} ) {
3440 ( $ret, $msg ) = $self->SUPER::_Set( Field => $args{'Field'},
3441 Value => $args{'Value'} );
3443 #If we can't actually set the field to the value, don't record
3444 # a transaction. instead, get out of here.
3445 return ( 0, $msg ) unless $ret;
3448 if ( $args{'RecordTransaction'} == 1 ) {
3450 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
3451 Type => $args{'TransactionType'},
3452 Field => $args{'Field'},
3453 NewValue => $args{'Value'},
3455 TimeTaken => $args{'TimeTaken'},
3457 return ( $Trans, scalar $TransObj->BriefDescription );
3460 return ( $ret, $msg );
3470 Takes the name of a table column.
3471 Returns its value as a string, if the user passes an ACL check
3480 #if the field is public, return it.
3481 if ( $self->_Accessible( $field, 'public' ) ) {
3483 #$RT::Logger->debug("Skipping ACL check for $field");
3484 return ( $self->SUPER::_Value($field) );
3488 #If the current user doesn't have ACLs, don't let em at it.
3490 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
3493 return ( $self->SUPER::_Value($field) );
3499 # {{{ sub _UpdateTimeTaken
3501 =head2 _UpdateTimeTaken
3503 This routine will increment the timeworked counter. it should
3504 only be called from _NewTransaction
3508 sub _UpdateTimeTaken {
3510 my $Minutes = shift;
3513 $Total = $self->SUPER::_Value("TimeWorked");
3514 $Total = ( $Total || 0 ) + ( $Minutes || 0 );
3516 Field => "TimeWorked",
3527 # {{{ Routines dealing with ACCESS CONTROL
3529 # {{{ sub CurrentUserHasRight
3531 =head2 CurrentUserHasRight
3533 Takes the textual name of a Ticket scoped right (from RT::ACE) and returns
3534 1 if the user has that right. It returns 0 if the user doesn't have that right.
3538 sub CurrentUserHasRight {
3542 return $self->CurrentUser->PrincipalObj->HasRight(
3554 Takes a paramhash with the attributes 'Right' and 'Principal'
3555 'Right' is a ticket-scoped textual right from RT::ACE
3556 'Principal' is an RT::User object
3558 Returns 1 if the principal has the right. Returns undef if not.
3570 unless ( ( defined $args{'Principal'} ) and ( ref( $args{'Principal'} ) ) )
3572 Carp::cluck("Principal attrib undefined for Ticket::HasRight");
3573 $RT::Logger->crit("Principal attrib undefined for Ticket::HasRight");
3578 $args{'Principal'}->HasRight(
3580 Right => $args{'Right'}
3591 Return the Reminders object for this ticket. (It's an RT::Reminders object.)
3592 It isn't acutally a searchbuilder collection itself.
3599 unless ($self->{'__reminders'}) {
3600 $self->{'__reminders'} = RT::Reminders->new($self->CurrentUser);
3601 $self->{'__reminders'}->Ticket($self->id);
3603 return $self->{'__reminders'};
3609 # {{{ sub Transactions
3613 Returns an RT::Transactions object of all transactions on this ticket
3620 my $transactions = RT::Transactions->new( $self->CurrentUser );
3622 #If the user has no rights, return an empty object
3623 if ( $self->CurrentUserHasRight('ShowTicket') ) {
3624 $transactions->LimitToTicket($self->id);
3626 # if the user may not see comments do not return them
3627 unless ( $self->CurrentUserHasRight('ShowTicketComments') ) {
3628 $transactions->Limit(
3634 $transactions->Limit(
3638 VALUE => "CommentEmailRecord",
3639 ENTRYAGGREGATOR => 'AND'
3644 $transactions->Limit(
3648 ENTRYAGGREGATOR => 'AND'
3652 return ($transactions);
3658 # {{{ TransactionCustomFields
3660 =head2 TransactionCustomFields
3662 Returns the custom fields that transactions on tickets will have.
3666 sub TransactionCustomFields {
3668 return $self->QueueObj->TicketTransactionCustomFields;
3673 # {{{ sub CustomFieldValues
3675 =head2 CustomFieldValues
3677 # Do name => id mapping (if needed) before falling back to
3678 # RT::Record's CustomFieldValues
3684 sub CustomFieldValues {
3688 return $self->SUPER::CustomFieldValues( $field ) if !$field || $field =~ /^\d+$/;
3690 my $cf = RT::CustomField->new( $self->CurrentUser );
3691 $cf->SetContextObject( $self );
3692 $cf->LoadByNameAndQueue( Name => $field, Queue => $self->Queue );
3693 unless ( $cf->id ) {
3694 $cf->LoadByNameAndQueue( Name => $field, Queue => 0 );
3697 # If we didn't find a valid cfid, give up.
3698 return RT::ObjectCustomFieldValues->new( $self->CurrentUser ) unless $cf->id;
3700 return $self->SUPER::CustomFieldValues( $cf->id );
3705 # {{{ sub CustomFieldLookupType
3707 =head2 CustomFieldLookupType
3709 Returns the RT::Ticket lookup type, which can be passed to
3710 RT::CustomField->Create() via the 'LookupType' hash key.
3716 sub CustomFieldLookupType {
3717 "RT::Queue-RT::Ticket";
3720 =head2 ACLEquivalenceObjects
3722 This method returns a list of objects for which a user's rights also apply
3723 to this ticket. Generally, this is only the ticket's queue, but some RT
3724 extensions may make other objects available too.
3726 This method is called from L<RT::Principal/HasRight>.
3730 sub ACLEquivalenceObjects {
3732 return $self->QueueObj;
3741 Jesse Vincent, jesse@bestpractical.com