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 {
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 $sql="SELECT tickets.*, queues.name, ".
59 "position(tickets.status in 'newopenstalledresolvedrejecteddeleted')".
61 ( length($priority) ? ", objectcustomfieldvalues.content" : '' ).
62 " $from_sql ORDER BY priority, svalue, id DESC LIMIT $limit";
63 my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
64 $sth->execute(@param) or die $sth->errstr. "executing $sql";
66 #munge column names??? #httemplate/view/cust_main/tickets.html has column
67 #names that might not make sense now...
68 $sth->fetchall_arrayref({});
73 my( $self, $custnum, $priority ) = @_;
78 if ( defined($priority) ) {
80 my $queue_sql = " ObjectCustomFields.ObjectId = ( SELECT id FROM queues
81 WHERE queues.name = ? )
82 OR ( ? = '' AND ObjectCustomFields.ObjectId = 0 )";
86 SELECT CustomFields.Id FROM CustomFields
87 JOIN ObjectCustomFields
88 ON ( CustomFields.id = ObjectCustomFields.CustomField )
89 WHERE LookupType = 'RT::Queue-RT::Ticket'
94 push @param, $priority_field,
95 $priority_field_queue,
96 $priority_field_queue;
98 if ( length($priority) ) {
100 # and ? = ( select content from TicketCustomFieldValues
101 # where ticket = tickets.id
102 # and customfield = ( select id from customfields
108 unshift @param, $priority;
110 $join = "JOIN ObjectCustomFieldValues
111 ON ( tickets.id = ObjectCustomFieldValues.ObjectId )";
113 $where = " AND content = ?
114 AND ObjectCustomFieldValues.disabled != 1
115 AND ObjectType = 'RT::Ticket'
116 AND $customfield_sql";
121 "AND 0 = ( SELECT count(*) FROM ObjectCustomFieldValues
122 WHERE ObjectId = tickets.id
123 AND ObjectType = 'RT::Ticket'
133 JOIN queues ON ( tickets.queue = queues.id )
134 JOIN links ON ( tickets.id = links.localbase )
136 WHERE ( ". join(' OR ', map "status = '$_'", $self->statuses ). " )
137 AND target = 'freeside://freeside/cust_main/$custnum'
147 my @statuses = grep { ! /^\s*$/ } $conf->config('cust_main-ticket_statuses');
148 @statuses = (qw( new open stalled )) unless scalar(@statuses);
152 sub href_customer_tickets {
153 my( $self, $custnum, $priority ) = @_;
155 #my $href = $self->baseurl;
157 #i snarfed this from an RT bookmarked search, then unescaped (some of) it with
158 #perl -npe 's/%([0-9A-F]{2})/pack('C', hex($1))/eg;'
161 "Search/Results.html?Order=ASC&".
162 "Query= MemberOf = 'freeside://freeside/cust_main/$custnum' ".
163 #" AND ( Status = 'open' OR Status = 'new' OR Status = 'stalled' )"
164 " AND ( ". join(' OR ', map "Status = '$_'", $self->statuses ). " ) "
167 if ( defined($priority) && $field && $priority_field_queue ) {
168 $href .= " AND Queue = '$priority_field_queue' ";
170 if ( defined($priority) && $field ) {
171 $href .= " AND 'CF.$field' ";
173 $href .= "= '$priority' ";
175 $href .= "IS 'NULL' "; #this is "RTQL", not SQL
181 #eventually should unescape all of it...
183 $href .= '&Rows=100'.
184 '&OrderBy=id&Page=1'.
185 '&Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22'.
187 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%20%0A%27%3Cb%3E%3Ca%20href%3D%22'.
189 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%20%0A%27__Status__%27%2C%20';
191 if ( defined($priority) && $field ) {
192 $href .= '%0A%27__CustomField.'. $field. '__%2FTITLE%3ASeverity%27%2C%20';
195 $href .= '%0A%27__QueueName__%27%2C%20%0A%27__OwnerName__%27%2C%20%0A%27__Priority__%27%2C%20%0A%27__NEWLINE__%27%2C%20%0A%27%27%2C%20%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C';
197 if ( defined($priority) && $field ) {
198 $href .= '%20%0A%27__-__%27%2C';
201 $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';
206 $self->baseurl. $href;
210 sub href_new_ticket {
211 my( $self, $custnum_or_cust_main, $requestors ) = @_;
213 my( $custnum, $cust_main );
214 if ( ref($custnum_or_cust_main) ) {
215 $cust_main = $custnum_or_cust_main;
216 $custnum = $cust_main->custnum;
218 $custnum = $custnum_or_cust_main;
219 $cust_main = qsearchs('cust_main', { 'custnum' => $custnum } );
221 my $queueid = $cust_main->agent->ticketing_queueid || $default_queueid;
224 'Ticket/Create.html?'.
226 "&new-MemberOf=freeside://freeside/cust_main/$custnum".
227 ( $requestors ? '&Requestors='. uri_escape($requestors) : '' )
232 my($self, $ticketnum) = @_;
233 $self->baseurl. 'Ticket/Display.html?id='.$ticketnum;
239 my $sql = "SELECT id, name FROM queues WHERE disabled = 0";
240 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
241 $sth->execute() or die $sth->errstr. " executing $sql";
243 map { $_->[0] => $_->[1] } @{ $sth->fetchall_arrayref([]) };
248 my($self, $queueid) = @_;
250 return '' unless $queueid;
252 my $sql = "SELECT name FROM queues WHERE id = ?";
253 my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
254 $sth->execute($queueid) or die $sth->errstr. " executing $sql";
256 $sth->fetchrow_arrayref->[0];