ticket escalation, part 2, RT#8254

[freeside.git] / rt / lib / RT / Action / EscalateQueue.pm

diff --git a/rt/lib/RT/Action/EscalateQueue.pm b/rt/lib/RT/Action/EscalateQueue.pm
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+=head1 NAME
+
+RT::Action::EscalateQueue - move a ticket to a different queue when it reaches its final priority
+
+=head1 DESCRIPTION
+
+EscalateQueue is a ScripAction that will move a ticket to a new 
+queue when its priority equals its final priority.  It is designed 
+to be used with LinearEscalate or another action that increments
+ticket priority on some schedule.  Like those actions, it is intended 
+to be called from an escalation tool.
+
+=head1 CONFIGURATION
+
+FinalPriority is a ticket property, defaulting to the queue property.
+
+EscalateQueue is a queue custom field using RT::CustomFieldValues::Queue 
+as its data source (that is, it refers to another queue).  Tickets at 
+FinalPriority will be moved to that queue.
+
+From a shell you can use the following command:
+
+    rt-crontool --search RT::Search::FromSQL --search-arg \
+    "(Status='new' OR Status='open' OR Status = 'stalled')" \
+    --action RT::Action::EscalateQueue
+
+No action argument is needed.  Each ticket will be escalated based on the
+EscalateQueue property of its current queue.
+
+=cut
+
+package RT::Action::EscalateQueue;
+
+use strict;
+use warnings;
+use base qw(RT::Action);
+
+our $VERSION = '0.01';
+
+#What does this type of Action does
+
+sub Describe {
+    my $self = shift;
+    my $class = ref($self) || $self;
+    return "$class will move a ticket to its escalation queue when it reaches its final priority."
+}
+
+#This Prepare only returns 1 if the ticket will be escalated.
+
+sub Prepare {
+    my $self = shift;
+
+    my $ticket = $self->TicketObj;
+    my $queue = $ticket->QueueObj;
+    my $new_queue = $queue->FirstCustomFieldValue('EscalateQueue');
+
+    my $ticketid = 'Ticket #'.$ticket->Id; #for debug messages
+    if ( $ticket->InitialPriority == $ticket->FinalPriority ) {
+        $RT::Logger->debug("$ticketid has no priority range.  Not escalating.");
+        return 0;
+    }
+
+    if ( $ticket->Priority == $ticket->FinalPriority ) {
+        if (!$new_queue) {
+            $RT::Logger->debug("$ticketid has no escalation queue.  Not escalating.");
+            return 0;
+        }
+        if ($new_queue eq $queue->Name) {
+            $RT::Logger->debug("$ticketid would be escalated to its current queue.");
+            return 0;
+        }
+        $self->{'new_queue'} = $new_queue;
+        return 1;
+    }
+    return 0;
+}
+
+# whereas Commit returns 1 if it succeeds at whatever it's doing
+sub Commit {
+    my $self = shift;
+
+    return 1 if !exists($self->{'new_queue'});
+
+    my $ticket = $self->TicketObj;
+    my $ticketid = 'Ticket #'.$ticket->Id;
+    my $new_queue = RT::Queue->new($ticket->CurrentUser);
+    $new_queue->Load($self->{'new_queue'});
+    if ( ! $new_queue ) {
+        $RT::Logger->debug("Escalation queue ".$self->{'new_queue'}." not found.");
+        return 0;
+    }
+ 
+    $RT::Logger->debug("Escalating $ticket from ".$ticket->QueueObj->Name .
+        ' to '.  $new_queue->Name . ', FinalPriority '.$new_queue->FinalPriority);
+
+    my ( $val, $msg ) = $ticket->SetQueue($self->{'new_queue'});
+    if (! $val) {
+        $RT::Logger->error( "Couldn't set queue: $msg" );
+        return (0, $msg);
+    }
+
+    # Set properties of the ticket according to its new queue, so that 
+    # escalation Does What You Expect.  Don't record transactions for this;
+    # the queue change should be enough.
+
+    ( $val, $msg ) = $ticket->_Set(
+      Field => 'FinalPriority',
+      Value => $new_queue->FinalPriority,
+      RecordTransaction => 0,
+    );
+    if (! $val) {
+        $RT::Logger->error( "Couldn't set new final priority: $msg" );
+        return (0, $msg);
+    }
+    my $Due = new RT::Date( $ticket->CurrentUser );
+    if ( my $due_in = $new_queue->DefaultDueIn ) {
+        $Due->SetToNow;
+        $Due->AddDays( $due_in );
+    }
+    ( $val, $msg ) = $ticket->_Set(
+      Field => 'Due',
+      Value => $Due->ISO,
+      RecordTransaction => 0,
+    );
+    if (! $val) {
+        $RT::Logger->error( "Couldn't set new due date: $msg" );
+        return (0, $msg);
+    }
+    return 1;
+}
+
+1;
+
+=head1 AUTHOR
+
+Mark Wells E<lt>mark@freeside.bizE<gt>
+
+Based on in part LinearEscalate by Kevin Riggle E<lt>kevinr@bestpractical.comE<gt>
+and Ruslan Zakirov E<lt>ruz@bestpractical.comE<gt> .
+
+=cut