1 package FS::TicketSystem::RT_External;
4 use vars qw( $conf $default_queueid
5 $priority_field $priority_field_queue $field
9 use FS::Record qw(qsearchs);
12 FS::UID->install_callback( sub {
13 my $conf = new FS::Conf;
14 $default_queueid = $conf->config('ticket_system-default_queueid');
16 $conf->config('ticket_system-custom_priority_field');
17 if ( $priority_field ) {
18 $priority_field_queue =
19 $conf->config('ticket_system-custom_priority_field_queue');
20 $field = $priority_field_queue
21 ? $priority_field_queue. '.%7B'. $priority_field. '%7D'
24 $priority_field_queue = '';
30 if ($conf->config('ticket_system') eq 'RT_External') {
31 my ($datasrc, $user, $pass) = $conf->config('ticket_system-rt_external_datasrc');
32 $dbh = DBI->connect($datasrc, $user, $pass, { 'ChopBlanks' => 1 })
33 or die "RT_External DBI->connect error: $DBI::errstr\n";
35 $external_url = $conf->config('ticket_system-rt_external_url');
40 sub num_customer_tickets {
41 my( $self, $custnum, $priority ) = @_;
43 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
45 my $sql = "select count(*) $from_sql";
46 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
47 $sth->execute(@param) or die $sth->errstr. " executing $sql";
49 $sth->fetchrow_arrayref->[0];
53 sub customer_tickets {
54 my( $self, $custnum, $limit, $priority ) = @_;
57 my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
58 my $sql = "select tickets.*, queues.name".
59 ( length($priority) ? ", ticketcustomfieldvalues.content" : '' ).
60 " $from_sql order by priority desc limit $limit";
61 my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
62 $sth->execute(@param) or die $sth->errstr. "executing $sql";
64 #munge column names??? #httemplate/view/cust_main/tickets.html has column
65 #names that might not make sense now...
66 $sth->fetchall_arrayref({});
71 my( $self, $custnum, $priority ) = @_;
76 if ( defined($priority) ) {
78 my $queue_sql = " customfields.queue = ( select id from queues
79 where queues.name = ? )
80 or ( ? = '' and customfields.queue = 0 )";
82 if ( length($priority) ) {
84 # and ? = ( select content from TicketCustomFieldValues
85 # where ticket = tickets.id
86 # and customfield = ( select id from customfields
92 push @param, $priority;
94 $join = "join TicketCustomFieldValues
95 on ( tickets.id = TicketCustomFieldValues.ticket )";
97 $where = "and content = ?
98 and customfield = ( select id from customfields
105 "and 0 = ( select count(*) from TicketCustomFieldValues
106 where ticket = tickets.id
107 and customfield = ( select id from customfields
114 push @param, $priority_field,
115 $priority_field_queue,
116 $priority_field_queue;
121 join queues on ( tickets.queue = queues.id )
122 join links on ( tickets.id = links.localbase )
124 where ( status = 'new' or status = 'open' or status = 'stalled' )
125 and target = 'freeside://freeside/cust_main/$custnum'
133 sub href_customer_tickets {
134 my( $self, $custnum, $priority ) = @_;
136 my $href = $self->baseurl;
138 #i snarfed this from an RT bookmarked search, it could be unescaped in the
139 #source for readability and run through uri_escape
141 'Search/Results.html?Order=ASC&Query=%20MemberOf%20%3D%20%27freeside%3A%2F%2Ffreeside%2Fcust_main%2F'.
143 '%27%20%20AND%20%28%20Status%20%3D%20%27open%27%20%20OR%20Status%20%3D%20%27new%27%20%20OR%20Status%20%3D%20%27stalled%27%20%29%20'
146 if ( defined($priority) && $field && $priority_field_queue ) {
147 $href .= 'AND%20Queue%20%3D%20%27'. $priority_field_queue. '%27%20';
149 if ( defined($priority) && $field ) {
150 $href .= '%20AND%20%27CF.'. $field. '%27%20';
152 $href .= '%3D%20%27'. $priority. '%27%20';
154 $href .= 'IS%20%27NULL%27%20';
158 $href .= '&Rows=100'.
159 '&OrderBy=id&Page=1'.
160 '&Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22'.
162 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%20%0A%27%3Cb%3E%3Ca%20href%3D%22'.
164 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%20%0A%27__Status__%27%2C%20';
166 if ( defined($priority) && $field ) {
167 $href .= '%0A%27__CustomField.'. $field. '__%2FTITLE%3ASeverity%27%2C%20';
170 $href .= '%0A%27__QueueName__%27%2C%20%0A%27__OwnerName__%27%2C%20%0A%27__Priority__%27%2C%20%0A%27__NEWLINE__%27%2C%20%0A%27%27%2C%20%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C';
172 if ( defined($priority) && $field ) {
173 $href .= '%20%0A%27__-__%27%2C';
176 $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';
182 sub href_new_ticket {
183 my( $self, $custnum_or_cust_main, $requestors ) = @_;
185 my( $custnum, $cust_main );
186 if ( ref($custnum_or_cust_main) ) {
187 $cust_main = $custnum_or_cust_main;
188 $custnum = $cust_main->custnum;
190 $custnum = $custnum_or_cust_main;
191 $cust_main = qsearchs('cust_main', { 'custnum' => $custnum } );
193 my $queueid = $cust_main->agent->ticketing_queueid || $default_queueid;
196 'Ticket/Create.html?'.
198 "&new-MemberOf=freeside://freeside/cust_main/$custnum".
199 ( $requestors ? '&Requestors='. uri_escape($requestors) : '' )
204 my($self, $ticketnum) = @_;
205 $self->baseurl. 'Ticket/Display.html?id='.$ticketnum;
211 my $sql = "select id, name from queues where disabled = 0";
212 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
213 $sth->execute() or die $sth->errstr. " executing $sql";
215 map { $_->[0] => $_->[1] } @{ $sth->fetchall_arrayref([]) };
220 my($self, $queueid) = @_;
222 return '' unless $queueid;
224 my $sql = "select name from queues where id = ?";
225 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
226 $sth->execute($queueid) or die $sth->errstr. " executing $sql";
228 $sth->fetchrow_arrayref->[0];