X-Git-Url: http://git.freeside.biz/gitweb/?a=blobdiff_plain;f=FS%2FFS%2FTicketSystem%2FRT_External.pm;h=be5f22a77bbdb41baf3a73ba2b17cc171624f6de;hb=cb008af3d5847be4e31f5f67e3ac017b8adea58f;hp=26420ded77bc4f57d918c950427c1f264fd13da9;hpb=30fcc76ecfc50dc299bbb86a217f88ffa7de5b64;p=freeside.git diff --git a/FS/FS/TicketSystem/RT_External.pm b/FS/FS/TicketSystem/RT_External.pm index 26420ded7..be5f22a77 100644 --- a/FS/FS/TicketSystem/RT_External.pm +++ b/FS/FS/TicketSystem/RT_External.pm @@ -1,16 +1,28 @@ package FS::TicketSystem::RT_External; use strict; -use vars qw( $conf $priority_field $priority_field_queue $field ); -use FS::UID; +use vars qw( $DEBUG $me $conf $dbh $default_queueid $external_url + $priority_reverse + $priority_field $priority_field_queue $field + ); +use URI::Escape; +use FS::UID qw(dbh); +use FS::Record qw(qsearchs); +use FS::cust_main; -install_callback FS::UID sub { - my $conf = new FS::Conf; +$me = '[FS::TicketSystem::RT_External]'; +$DEBUG = 0; + +FS::UID->install_callback( sub { + $conf = new FS::Conf; + $default_queueid = $conf->config('ticket_system-default_queueid'); + $priority_reverse = $conf->exists('ticket_system-priority_reverse'); $priority_field = $conf->config('ticket_system-custom_priority_field'); if ( $priority_field ) { $priority_field_queue = $conf->config('ticket_system-custom_priority_field_queue'); + $field = $priority_field_queue ? $priority_field_queue. '.%7B'. $priority_field. '%7D' : $priority_field; @@ -18,84 +30,308 @@ install_callback FS::UID sub { $priority_field_queue = ''; $field = ''; } -}; + + $external_url = ''; + $dbh = dbh; + if ($conf->config('ticket_system') eq 'RT_External') { + my ($datasrc, $user, $pass) = $conf->config('ticket_system-rt_external_datasrc'); + $dbh = DBI->connect($datasrc, $user, $pass, { 'ChopBlanks' => 1 }) + or die "RT_External DBI->connect error: $DBI::errstr\n"; + + $external_url = $conf->config('ticket_system-rt_external_url'); + } + + #kludge... should *use* the id... but good enough for now + if ( $priority_field_queue =~ /^(\d+)$/ ) { + my $id = $1; + my $sql = 'SELECT Name FROM Queues WHERE Id = ?'; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql"; + $sth->execute($id) or die $sth->errstr. " executing $sql"; + + $priority_field_queue = $sth->fetchrow_arrayref->[0]; + + } + +} ); sub num_customer_tickets { - my( $self, $custnum, $priority, $dbh ) = @_; + my( $self, $custnum, $priority ) = @_; + + my( $from_sql, @param) = $self->_from_customer( $custnum, $priority ); + + my $sql = "SELECT COUNT(*) $from_sql"; + warn "$me $sql (@param)" if $DEBUG; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql"; + $sth->execute(@param) or die $sth->errstr. " executing $sql"; + + $sth->fetchrow_arrayref->[0]; - #$dbh ||= create one from some config options +} + +sub customer_tickets { + my( $self, $custnum, $limit, $priority ) = @_; + $limit ||= 0; + + my( $from_sql, @param) = $self->_from_customer( $custnum, $priority ); + my $sql="SELECT Tickets.*, Queues.name, ". + "position(Tickets.status in 'newopenstalledresolvedrejecteddeleted')". + " AS svalue " . + ( length($priority) ? ", objectcustomfieldvalues.content" : '' ). + " $from_sql ". + " ORDER BY svalue, ". + " priority ". ( $priority_reverse ? 'ASC' : 'DESC' ). ", ". + " id DESC ". + " LIMIT $limit"; + warn "$me $sql (@param)" if $DEBUG; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql"; + $sth->execute(@param) or die $sth->errstr. "executing $sql"; + + #munge column names??? #httemplate/view/cust_main/tickets.html has column + #names that might not make sense now... + $sth->fetchall_arrayref({}); + +} + +sub _from_customer { + my( $self, $custnum, $priority ) = @_; my @param = (); - my $priority_sql = ''; + my $join = ''; + my $where = ''; if ( defined($priority) ) { + + my $queue_sql = " ObjectCustomFields.ObjectId = ( SELECT id FROM Queues + WHERE Queues.name = ? ) + OR ( ? = '' AND ObjectCustomFields.ObjectId = 0 )"; + + my $customfield_sql = + "customfield = ( + SELECT CustomFields.Id FROM CustomFields + JOIN ObjectCustomFields + ON ( CustomFields.id = ObjectCustomFields.CustomField ) + WHERE LookupType = 'RT::Queue-RT::Ticket' + AND name = ? + AND ( $queue_sql ) + )"; + + push @param, $priority_field, + $priority_field_queue, + $priority_field_queue; + if ( length($priority) ) { - my $queue_sql = " queue = ( select id from queues where queues.name = ? ) - or ( ? = '' and queue = 0 )"; - $priority_sql = " - and ? = ( select content from TicketCustomFieldValues - where ticket = tickets.id - and customfield = ( select id from customfields - where name = ? - and ( $queue_sql ) - ) - ) - "; - push @param, $priority, - $priority_field, - $priority_field_queue, - $priority_field_queue; + #$where = " + # and ? = ( select content from TicketCustomFieldValues + # where ticket = tickets.id + # and customfield = ( select id from customfields + # where name = ? + # and ( $queue_sql ) + # ) + # ) + #"; + unshift @param, $priority; + + $join = "JOIN ObjectCustomFieldValues + ON ( Tickets.id = ObjectCustomFieldValues.ObjectId )"; + + $where = " AND content = ? + AND ObjectCustomFieldValues.disabled != 1 + AND ObjectType = 'RT::Ticket' + AND $customfield_sql"; + } else { - return '0nothandledyet0'; + + $where = + "AND 0 = ( SELECT count(*) FROM ObjectCustomFieldValues + WHERE ObjectId = Tickets.id + AND ObjectType = 'RT::Ticket' + AND $customfield_sql + ) + "; } + } my $sql = " - select count(*) from tickets - where ( status = 'new' or status = 'open' or status = 'stalled' ) - and target = 'freeside://freeside/cust_main/$custnum' - $priority_sql + FROM Tickets + JOIN Queues ON ( Tickets.queue = Queues.id ) + JOIN Links ON ( Tickets.id = Links.localbase ) + $join + WHERE ( ". join(' OR ', map "status = '$_'", $self->statuses ). " ) + AND target = 'freeside://freeside/cust_main/$custnum' + $where "; - my $sth = $dbh->prepare($sql) or die $dbh->errstr; - $sth->execute(@param) or die $sth->errstr; + ( $sql, @param ); - $sth->fetchrow_arrayref->[0]; +} +sub statuses { + #my $self = shift; + my @statuses = grep { ! /^\s*$/ } $conf->config('cust_main-ticket_statuses'); + @statuses = (qw( new open stalled )) unless scalar(@statuses); + @statuses; } sub href_customer_tickets { my( $self, $custnum, $priority ) = @_; - my $href = - 'Search/Results.html?Order=ASC&Query=%20MemberOf%20%3D%20%27freeside%3A%2F%2Ffreeside%2Fcust_main%2F'. - $custnum. - '%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' + #my $href = $self->baseurl; + + #i snarfed this from an RT bookmarked search, then unescaped (some of) it with + #perl -npe 's/%([0-9A-F]{2})/pack('C', hex($1))/eg;' + + my $href .= + "Search/Results.html?Order=ASC&". + "Query= MemberOf = 'freeside://freeside/cust_main/$custnum' ". + #" AND ( Status = 'open' OR Status = 'new' OR Status = 'stalled' )" + " AND ( ". join(' OR ', map "Status = '$_'", $self->statuses ). " ) " ; - if ( $priority && $field && $priority_field_queue ) { - $href .= 'AND%20Queue%20%3D%20%27'. $priority_field_queue. '%27%20'; + if ( defined($priority) && $field && $priority_field_queue ) { + $href .= " AND Queue = '$priority_field_queue' "; } - if ( $priority && $field ) { - $href .= '%20AND%20%27CF.'. $field. '%27%20%3D%20%27'. $priority. '%27%20'; + if ( defined($priority) && $field ) { + $href .= " AND 'CF.$field' "; + if ( $priority ) { + $href .= "= '$priority' "; + } else { + $href .= "IS 'NULL' "; #this is "RTQL", not SQL + } } + #$href = + uri_escape($href); + #eventually should unescape all of it... + $href .= '&Rows=100'. '&OrderBy=id&Page=1'. - '&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'; + '&Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22'. + $self->baseurl. + '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'. + $self->baseurl. + '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'; - if ( $priority && $field ) { + if ( defined($priority) && $field ) { $href .= '%0A%27__CustomField.'. $field. '__%2FTITLE%3ASeverity%27%2C%20'; } $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'; - if ( $priority && $field ) { + if ( defined($priority) && $field ) { $href .= '%20%0A%27__-__%27%2C'; } $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'; - $href; + #$href = + #uri_escape($href); + + $self->baseurl. $href; + +} + +sub href_new_ticket { + my( $self, $custnum_or_cust_main, $requestors ) = @_; + + my( $custnum, $cust_main ); + if ( ref($custnum_or_cust_main) ) { + $cust_main = $custnum_or_cust_main; + $custnum = $cust_main->custnum; + } else { + $custnum = $custnum_or_cust_main; + $cust_main = qsearchs('cust_main', { 'custnum' => $custnum } ); + } + my $queueid = $cust_main->agent->ticketing_queueid || $default_queueid; + + $self->baseurl. + 'Ticket/Create.html?'. + "Queue=$queueid". + "&new-MemberOf=freeside://freeside/cust_main/$custnum". + ( $requestors ? '&Requestors='. uri_escape($requestors) : '' ) + ; +} + +sub href_ticket { + my($self, $ticketnum) = @_; + $self->baseurl. 'Ticket/Display.html?id='.$ticketnum; +} + +sub queues { + my($self) = @_; + + my $sql = "SELECT id, name FROM Queues WHERE disabled = 0"; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql"; + $sth->execute() or die $sth->errstr. " executing $sql"; + + map { $_->[0] => $_->[1] } @{ $sth->fetchall_arrayref([]) }; + +} + +sub queue { + my($self, $queueid) = @_; + + return '' unless $queueid; + + my $sql = "SELECT name FROM Queues WHERE id = ?"; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql"; + $sth->execute($queueid) or die $sth->errstr. " executing $sql"; + + my $rows = $sth->fetchrow_arrayref; + $rows ? $rows->[0] : ''; + +} + +sub baseurl { + #my $self = shift; + $external_url; +} + +sub _retrieve_single_value { + my( $self, $sql ) = @_; + + warn "$me $sql" if $DEBUG; + my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql"; + $sth->execute or die $sth->errstr. "executing $sql"; + + my $arrayref = $sth->fetchrow_arrayref; + $arrayref ? $arrayref->[0] : $arrayref; +} + +sub transaction_creator { + my( $self, $transaction_id ) = @_; + + my $sql = "SELECT name from transactions JOIN users ON ". + "transactions.creator=users.id WHERE transactions.id = ". + $transaction_id; + + $self->_retrieve_single_value($sql); +} + +sub transaction_ticketid { + my( $self, $transaction_id ) = @_; + + my $sql = "SELECT objectid from transactions WHERE transactions.id = ". + $transaction_id; + + $self->_retrieve_single_value($sql); +} + +sub transaction_subject { + my( $self, $transaction_id ) = @_; + + my $sql = "SELECT subject from Transactions JOIN Tickets ON objectid=". + "Tickets.id WHERE transactions.id = ". $transaction_id; + + $self->_retrieve_single_value($sql); +} + +sub transaction_status { + my( $self, $transaction_id ) = @_; + + my $sql = "SELECT status from Transactions JOIN Tickets ON objectid=". + "Tickets.id WHERE transactions.id = ". $transaction_id; + + $self->_retrieve_single_value($sql); } 1;