1 package FS::TicketSystem::RT_External;
4 use vars qw( $conf $default_queueid
5 $priority_field $priority_field_queue $field );
9 install_callback FS::UID sub {
10 my $conf = new FS::Conf;
11 $default_queueid = $conf->config('ticket_system-default_queueid');
13 $conf->config('ticket_system-custom_priority_field');
14 if ( $priority_field ) {
15 $priority_field_queue =
16 $conf->config('ticket_system-custom_priority_field_queue');
17 $field = $priority_field_queue
18 ? $priority_field_queue. '.%7B'. $priority_field. '%7D'
21 $priority_field_queue = '';
26 sub num_customer_tickets {
27 my( $self, $custnum, $priority, $dbh ) = @_;
29 #$dbh ||= create one from some config options
31 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
33 my $sql = "select count(*) $from_sql";
34 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
35 $sth->execute(@param) or die $sth->errstr. " executing $sql";
37 $sth->fetchrow_arrayref->[0];
41 sub customer_tickets {
42 my( $self, $custnum, $limit, $priority, $dbh ) = @_;
45 #$dbh ||= create one from some config options
47 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
48 my $sql = "select tickets.*, queues.name".
49 ( length($priority) ? ", ticketcustomfieldvalues.content" : '' ).
50 " $from_sql order by priority desc limit $limit";
51 my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
52 $sth->execute(@param) or die $sth->errstr. "executing $sql";
54 #munge column names??? #httemplate/view/cust_main/tickets.html has column
55 #names that might not make sense now...
56 $sth->fetchall_arrayref({});
61 my( $self, $custnum, $priority ) = @_;
66 if ( defined($priority) ) {
68 my $queue_sql = " customfields.queue = ( select id from queues
69 where queues.name = ? )
70 or ( ? = '' and customfields.queue = 0 )";
72 if ( length($priority) ) {
74 # and ? = ( select content from TicketCustomFieldValues
75 # where ticket = tickets.id
76 # and customfield = ( select id from customfields
82 push @param, $priority;
84 $join = "join TicketCustomFieldValues
85 on ( tickets.id = TicketCustomFieldValues.ticket )";
87 $where = "and content = ?
88 and customfield = ( select id from customfields
95 "and 0 = ( select count(*) from TicketCustomFieldValues
96 where ticket = tickets.id
97 and customfield = ( select id from customfields
104 push @param, $priority_field,
105 $priority_field_queue,
106 $priority_field_queue;
111 join queues on ( tickets.queue = queues.id )
112 join links on ( tickets.id = links.localbase )
114 where ( status = 'new' or status = 'open' or status = 'stalled' )
115 and target = 'freeside://freeside/cust_main/$custnum'
123 sub href_customer_tickets {
124 my( $self, $custnum, $priority ) = @_;
126 #i snarfed this from an RT bookmarked search, it could be unescaped in the
127 #source for readability and run through uri_escape
129 'Search/Results.html?Order=ASC&Query=%20MemberOf%20%3D%20%27freeside%3A%2F%2Ffreeside%2Fcust_main%2F'.
131 '%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'
134 if ( $priority && $field && $priority_field_queue ) {
135 $href .= 'AND%20Queue%20%3D%20%27'. $priority_field_queue. '%27%20';
137 if ( $priority && $field ) {
138 $href .= '%20AND%20%27CF.'. $field. '%27%20%3D%20%27'. $priority. '%27%20';
141 $href .= '&Rows=100'.
142 '&OrderBy=id&Page=1'.
143 '&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';
145 if ( $priority && $field ) {
146 $href .= '%0A%27__CustomField.'. $field. '__%2FTITLE%3ASeverity%27%2C%20';
149 $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';
151 if ( $priority && $field ) {
152 $href .= '%20%0A%27__-__%27%2C';
155 $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';
161 sub href_new_ticket {
162 my( $self, $custnum, $requestors ) = @_;
163 'Ticket/Create.html?'.
164 "Queue=$default_queueid".
165 "&new-MemberOf=freeside://freeside/cust_main/$custnum".
166 ( $requestors ? '&Requestors='. uri_escape($requestors) : '' )
171 my($self, $ticketnum) = @_;
172 'Ticket/Display.html?id='.$ticketnum;