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52 my $ticket = RT::Ticket->new($CurrentUser);
53 $ticket->Load($ticket_id);
57 This module lets you manipulate RT\'s ticket object.
81 use RT::URI::fsck_com_rt;
83 use RT::URI::freeside;
85 use Devel::GlobalDestruction;
88 # A helper table for links mapping to make it easier
89 # to build and parse links between tickets
92 MemberOf => { Type => 'MemberOf',
94 Parents => { Type => 'MemberOf',
96 Members => { Type => 'MemberOf',
98 Children => { Type => 'MemberOf',
100 HasMember => { Type => 'MemberOf',
102 RefersTo => { Type => 'RefersTo',
104 ReferredToBy => { Type => 'RefersTo',
106 DependsOn => { Type => 'DependsOn',
108 DependedOnBy => { Type => 'DependsOn',
110 MergedInto => { Type => 'MergedInto',
116 # A helper table for links mapping to make it easier
117 # to build and parse links between tickets
120 MemberOf => { Base => 'MemberOf',
121 Target => 'HasMember', },
122 RefersTo => { Base => 'RefersTo',
123 Target => 'ReferredToBy', },
124 DependsOn => { Base => 'DependsOn',
125 Target => 'DependedOnBy', },
126 MergedInto => { Base => 'MergedInto',
127 Target => 'MergedInto', },
132 sub LINKTYPEMAP { return \%LINKTYPEMAP }
133 sub LINKDIRMAP { return \%LINKDIRMAP }
143 Takes a single argument. This can be a ticket id, ticket alias or
144 local ticket uri. If the ticket can't be loaded, returns undef.
145 Otherwise, returns the ticket id.
152 $id = '' unless defined $id;
154 # TODO: modify this routine to look at EffectiveId and
155 # do the recursive load thing. be careful to cache all
156 # the interim tickets we try so we don't loop forever.
158 unless ( $id =~ /^\d+$/ ) {
159 $RT::Logger->debug("Tried to load a bogus ticket id: '$id'");
163 $id = $MERGE_CACHE{'effective'}{ $id }
164 if $MERGE_CACHE{'effective'}{ $id };
166 my ($ticketid, $msg) = $self->LoadById( $id );
167 unless ( $self->Id ) {
168 $RT::Logger->debug("$self tried to load a bogus ticket: $id");
172 #If we're merged, resolve the merge.
173 if ( $self->EffectiveId && $self->EffectiveId != $self->Id ) {
175 "We found a merged ticket. "
176 . $self->id ."/". $self->EffectiveId
178 my $real_id = $self->Load( $self->EffectiveId );
179 $MERGE_CACHE{'effective'}{ $id } = $real_id;
183 #Ok. we're loaded. lets get outa here.
191 Arguments: ARGS is a hash of named parameters. Valid parameters are:
194 Queue - Either a Queue object or a Queue Name
195 Requestor - A reference to a list of email addresses or RT user Names
196 Cc - A reference to a list of email addresses or Names
197 AdminCc - A reference to a list of email addresses or Names
198 SquelchMailTo - A reference to a list of email addresses -
199 who should this ticket not mail
200 Type -- The ticket\'s type. ignore this for now
201 Owner -- This ticket\'s owner. either an RT::User object or this user\'s id
202 Subject -- A string describing the subject of the ticket
203 Priority -- an integer from 0 to 99
204 InitialPriority -- an integer from 0 to 99
205 FinalPriority -- an integer from 0 to 99
206 Status -- any valid status (Defined in RT::Queue)
207 TimeEstimated -- an integer. estimated time for this task in minutes
208 TimeWorked -- an integer. time worked so far in minutes
209 TimeLeft -- an integer. time remaining in minutes
210 Starts -- an ISO date describing the ticket\'s start date and time in GMT
211 Due -- an ISO date describing the ticket\'s due date and time in GMT
212 MIMEObj -- a MIME::Entity object with the content of the initial ticket request.
213 CustomField-<n> -- a scalar or array of values for the customfield with the id <n>
215 Ticket links can be set up during create by passing the link type as a hask key and
216 the ticket id to be linked to as a value (or a URI when linking to other objects).
217 Multiple links of the same type can be created by passing an array ref. For example:
220 DependsOn => [ 15, 22 ],
221 RefersTo => 'http://www.bestpractical.com',
223 Supported link types are C<MemberOf>, C<HasMember>, C<RefersTo>, C<ReferredToBy>,
224 C<DependsOn> and C<DependedOnBy>. Also, C<Parents> is alias for C<MemberOf> and
225 C<Members> and C<Children> are aliases for C<HasMember>.
227 Returns: TICKETID, Transaction Object, Error Message
237 EffectiveId => undef,
242 SquelchMailTo => undef,
243 TransSquelchMailTo => undef,
247 InitialPriority => undef,
248 FinalPriority => undef,
259 _RecordTransaction => 1,
264 my ($ErrStr, @non_fatal_errors);
266 my $QueueObj = RT::Queue->new( RT->SystemUser );
267 if ( ref $args{'Queue'} eq 'RT::Queue' ) {
268 $QueueObj->Load( $args{'Queue'}->Id );
270 elsif ( $args{'Queue'} ) {
271 $QueueObj->Load( $args{'Queue'} );
274 $RT::Logger->debug("'". ( $args{'Queue'} ||''). "' not a recognised queue object." );
277 #Can't create a ticket without a queue.
278 unless ( $QueueObj->Id ) {
279 $RT::Logger->debug("$self No queue given for ticket creation.");
280 return ( 0, 0, $self->loc('Could not create ticket. Queue not set') );
284 #Now that we have a queue, Check the ACLS
286 $self->CurrentUser->HasRight(
287 Right => 'CreateTicket',
294 $self->loc( "No permission to create tickets in the queue '[_1]'", $QueueObj->Name));
297 my $cycle = $QueueObj->Lifecycle;
298 unless ( defined $args{'Status'} && length $args{'Status'} ) {
299 $args{'Status'} = $cycle->DefaultOnCreate;
302 unless ( $cycle->IsValid( $args{'Status'} ) ) {
304 $self->loc("Status '[_1]' isn't a valid status for tickets in this queue.",
305 $self->loc($args{'Status'}))
309 unless ( $cycle->IsTransition( '' => $args{'Status'} ) ) {
311 $self->loc("New tickets can not have status '[_1]' in this queue.",
312 $self->loc($args{'Status'}))
318 #Since we have a queue, we can set queue defaults
321 # If there's no queue default initial priority and it's not set, set it to 0
322 $args{'InitialPriority'} = $QueueObj->InitialPriority || 0
323 unless defined $args{'InitialPriority'};
326 # If there's no queue default final priority and it's not set, set it to 0
327 $args{'FinalPriority'} = $QueueObj->FinalPriority || 0
328 unless defined $args{'FinalPriority'};
330 # Priority may have changed from InitialPriority, for the case
331 # where we're importing tickets (eg, from an older RT version.)
332 $args{'Priority'} = $args{'InitialPriority'}
333 unless defined $args{'Priority'};
336 #TODO we should see what sort of due date we're getting, rather +
337 # than assuming it's in ISO format.
339 #Set the due date. if we didn't get fed one, use the queue default due in
340 my $Due = RT::Date->new( $self->CurrentUser );
341 if ( defined $args{'Due'} ) {
342 $Due->Set( Format => 'ISO', Value => $args{'Due'} );
344 elsif ( my $due_in = $QueueObj->DefaultDueIn ) {
346 $Due->AddDays( $due_in );
349 my $Starts = RT::Date->new( $self->CurrentUser );
350 if ( defined $args{'Starts'} ) {
351 $Starts->Set( Format => 'ISO', Value => $args{'Starts'} );
354 my $Started = RT::Date->new( $self->CurrentUser );
355 if ( defined $args{'Started'} ) {
356 $Started->Set( Format => 'ISO', Value => $args{'Started'} );
359 # If the status is not an initial status, set the started date
360 elsif ( !$cycle->IsInitial($args{'Status'}) ) {
364 my $Resolved = RT::Date->new( $self->CurrentUser );
365 if ( defined $args{'Resolved'} ) {
366 $Resolved->Set( Format => 'ISO', Value => $args{'Resolved'} );
369 #If the status is an inactive status, set the resolved date
370 elsif ( $cycle->IsInactive( $args{'Status'} ) )
372 $RT::Logger->debug( "Got a ". $args{'Status'}
373 ."(inactive) ticket with undefined resolved date. Setting to now."
380 # Dealing with time fields
382 $args{'TimeEstimated'} = 0 unless defined $args{'TimeEstimated'};
383 $args{'TimeWorked'} = 0 unless defined $args{'TimeWorked'};
384 $args{'TimeLeft'} = 0 unless defined $args{'TimeLeft'};
388 # Deal with setting the owner
391 if ( ref( $args{'Owner'} ) eq 'RT::User' ) {
392 if ( $args{'Owner'}->id ) {
393 $Owner = $args{'Owner'};
395 $RT::Logger->error('Passed an empty RT::User for owner');
396 push @non_fatal_errors,
397 $self->loc("Owner could not be set.") . " ".
398 $self->loc("Invalid value for [_1]",loc('owner'));
403 #If we've been handed something else, try to load the user.
404 elsif ( $args{'Owner'} ) {
405 $Owner = RT::User->new( $self->CurrentUser );
406 $Owner->Load( $args{'Owner'} );
408 $Owner->LoadByEmail( $args{'Owner'} )
410 unless ( $Owner->Id ) {
411 push @non_fatal_errors,
412 $self->loc("Owner could not be set.") . " "
413 . $self->loc( "User '[_1]' could not be found.", $args{'Owner'} );
418 #If we have a proposed owner and they don't have the right
419 #to own a ticket, scream about it and make them not the owner
422 if ( $Owner && $Owner->Id != RT->Nobody->Id
423 && !$Owner->HasRight( Object => $QueueObj, Right => 'OwnTicket' ) )
425 $DeferOwner = $Owner;
427 $RT::Logger->debug('going to deffer setting owner');
431 #If we haven't been handed a valid owner, make it nobody.
432 unless ( defined($Owner) && $Owner->Id ) {
433 $Owner = RT::User->new( $self->CurrentUser );
434 $Owner->Load( RT->Nobody->Id );
439 # We attempt to load or create each of the people who might have a role for this ticket
440 # _outside_ the transaction, so we don't get into ticket creation races
441 foreach my $type ( "Cc", "AdminCc", "Requestor" ) {
442 $args{ $type } = [ $args{ $type } ] unless ref $args{ $type };
443 foreach my $watcher ( splice @{ $args{$type} } ) {
444 next unless $watcher;
445 if ( $watcher =~ /^\d+$/ ) {
446 push @{ $args{$type} }, $watcher;
448 my @addresses = RT::EmailParser->ParseEmailAddress( $watcher );
449 foreach my $address( @addresses ) {
450 my $user = RT::User->new( RT->SystemUser );
451 my ($uid, $msg) = $user->LoadOrCreateByEmail( $address );
453 push @non_fatal_errors,
454 $self->loc("Couldn't load or create user: [_1]", $msg);
456 push @{ $args{$type} }, $user->id;
463 $RT::Handle->BeginTransaction();
466 Queue => $QueueObj->Id,
468 Subject => $args{'Subject'},
469 InitialPriority => $args{'InitialPriority'},
470 FinalPriority => $args{'FinalPriority'},
471 Priority => $args{'Priority'},
472 Status => $args{'Status'},
473 TimeWorked => $args{'TimeWorked'},
474 TimeEstimated => $args{'TimeEstimated'},
475 TimeLeft => $args{'TimeLeft'},
476 Type => $args{'Type'},
477 Starts => $Starts->ISO,
478 Started => $Started->ISO,
479 Resolved => $Resolved->ISO,
483 # Parameters passed in during an import that we probably don't want to touch, otherwise
484 foreach my $attr (qw(id Creator Created LastUpdated LastUpdatedBy)) {
485 $params{$attr} = $args{$attr} if $args{$attr};
488 # Delete null integer parameters
490 (qw(TimeWorked TimeLeft TimeEstimated InitialPriority FinalPriority))
492 delete $params{$attr}
493 unless ( exists $params{$attr} && $params{$attr} );
496 # Delete the time worked if we're counting it in the transaction
497 delete $params{'TimeWorked'} if $args{'_RecordTransaction'};
499 my ($id,$ticket_message) = $self->SUPER::Create( %params );
501 $RT::Logger->crit( "Couldn't create a ticket: " . $ticket_message );
502 $RT::Handle->Rollback();
504 $self->loc("Ticket could not be created due to an internal error")
508 #Set the ticket's effective ID now that we've created it.
509 my ( $val, $msg ) = $self->__Set(
510 Field => 'EffectiveId',
511 Value => ( $args{'EffectiveId'} || $id )
514 $RT::Logger->crit("Couldn't set EffectiveId: $msg");
515 $RT::Handle->Rollback;
517 $self->loc("Ticket could not be created due to an internal error")
521 my $create_groups_ret = $self->_CreateTicketGroups();
522 unless ($create_groups_ret) {
523 $RT::Logger->crit( "Couldn't create ticket groups for ticket "
525 . ". aborting Ticket creation." );
526 $RT::Handle->Rollback();
528 $self->loc("Ticket could not be created due to an internal error")
532 # Set the owner in the Groups table
533 # We denormalize it into the Ticket table too because doing otherwise would
534 # kill performance, bigtime. It gets kept in lockstep thanks to the magic of transactionalization
535 $self->OwnerGroup->_AddMember(
536 PrincipalId => $Owner->PrincipalId,
537 InsideTransaction => 1
538 ) unless $DeferOwner;
542 # Deal with setting up watchers
544 foreach my $type ( "Cc", "AdminCc", "Requestor" ) {
545 # we know it's an array ref
546 foreach my $watcher ( @{ $args{$type} } ) {
548 # Note that we're using AddWatcher, rather than _AddWatcher, as we
549 # actually _want_ that ACL check. Otherwise, random ticket creators
550 # could make themselves adminccs and maybe get ticket rights. that would
552 my $method = $type eq 'AdminCc'? 'AddWatcher': '_AddWatcher';
554 my ($val, $msg) = $self->$method(
556 PrincipalId => $watcher,
559 push @non_fatal_errors, $self->loc("Couldn't set [_1] watcher: [_2]", $type, $msg)
564 if ($args{'SquelchMailTo'}) {
565 my @squelch = ref( $args{'SquelchMailTo'} ) ? @{ $args{'SquelchMailTo'} }
566 : $args{'SquelchMailTo'};
567 $self->_SquelchMailTo( @squelch );
573 # Add all the custom fields
575 foreach my $arg ( keys %args ) {
576 next unless $arg =~ /^CustomField-(\d+)$/i;
580 UNIVERSAL::isa( $args{$arg} => 'ARRAY' ) ? @{ $args{$arg} } : ( $args{$arg} ) )
582 next unless defined $value && length $value;
584 # Allow passing in uploaded LargeContent etc by hash reference
585 my ($status, $msg) = $self->_AddCustomFieldValue(
586 (UNIVERSAL::isa( $value => 'HASH' )
591 RecordTransaction => 0,
593 push @non_fatal_errors, $msg unless $status;
599 # Deal with setting up links
601 # TODO: Adding link may fire scrips on other end and those scrips
602 # could create transactions on this ticket before 'Create' transaction.
604 # We should implement different lifecycle: record 'Create' transaction,
605 # create links and only then fire create transaction's scrips.
607 # Ideal variant: add all links without firing scrips, record create
608 # transaction and only then fire scrips on the other ends of links.
612 foreach my $type ( keys %LINKTYPEMAP ) {
613 next unless ( defined $args{$type} );
615 ref( $args{$type} ) ? @{ $args{$type} } : ( $args{$type} ) )
617 my ( $val, $msg, $obj ) = $self->__GetTicketFromURI( URI => $link );
619 push @non_fatal_errors, $msg;
623 # Check rights on the other end of the link if we must
624 # then run _AddLink that doesn't check for ACLs
625 if ( RT->Config->Get( 'StrictLinkACL' ) ) {
626 if ( $obj && !$obj->CurrentUserHasRight('ModifyTicket') ) {
627 push @non_fatal_errors, $self->loc('Linking. Permission denied');
632 if ( $obj && $obj->Status eq 'deleted' ) {
633 push @non_fatal_errors,
634 $self->loc("Linking. Can't link to a deleted ticket");
638 my ( $wval, $wmsg ) = $self->_AddLink(
639 Type => $LINKTYPEMAP{$type}->{'Type'},
640 $LINKTYPEMAP{$type}->{'Mode'} => $link,
641 Silent => !$args{'_RecordTransaction'} || $self->Type eq 'reminder',
642 'Silent'. ( $LINKTYPEMAP{$type}->{'Mode'} eq 'Base'? 'Target': 'Base' )
646 push @non_fatal_errors, $wmsg unless ($wval);
652 # {{{ Deal with auto-customer association
654 #unless we already have (a) customer(s)...
655 unless ( $self->Customers->Count ) {
657 #first find any requestors with emails but *without* customer targets
658 my @NoCust_Requestors =
659 grep { $_->EmailAddress && ! $_->Customers->Count }
660 @{ $self->_Requestors->UserMembersObj->ItemsArrayRef };
662 for my $Requestor (@NoCust_Requestors) {
664 #perhaps the stuff in here should be in a User method??
666 &RT::URI::freeside::email_search( email=>$Requestor->EmailAddress );
668 foreach my $custnum ( map $_->{'custnum'}, @Customers ) {
670 ## false laziness w/RT/Interface/Web_Vendor.pm
671 my @link = ( 'Type' => 'MemberOf',
672 'Target' => "freeside://freeside/cust_main/$custnum",
675 my( $val, $msg ) = $Requestor->_AddLink(@link);
676 #XXX should do something with $msg# push @non_fatal_errors, $msg;
682 #find any requestors with customer targets
684 my %cust_target = ();
687 grep { $_->Customers->Count }
688 @{ $self->_Requestors->UserMembersObj->ItemsArrayRef };
690 foreach my $Requestor ( @Requestors ) {
691 foreach my $cust_link ( @{ $Requestor->Customers->ItemsArrayRef } ) {
692 $cust_target{ $cust_link->Target } = 1;
696 #and then auto-associate this ticket with those customers
698 foreach my $cust_target ( keys %cust_target ) {
700 my @link = ( 'Type' => 'MemberOf',
701 #'Target' => "freeside://freeside/cust_main/$custnum",
702 'Target' => $cust_target,
705 my( $val, $msg ) = $self->_AddLink(@link);
706 push @non_fatal_errors, $msg;
714 # Now that we've created the ticket and set up its metadata, we can actually go and check OwnTicket on the ticket itself.
715 # This might be different than before in cases where extensions like RTIR are doing clever things with RT's ACL system
717 if (!$DeferOwner->HasRight( Object => $self, Right => 'OwnTicket')) {
719 $RT::Logger->warning( "User " . $DeferOwner->Name . "(" . $DeferOwner->id
720 . ") was proposed as a ticket owner but has no rights to own "
721 . "tickets in " . $QueueObj->Name );
722 push @non_fatal_errors, $self->loc(
723 "Owner '[_1]' does not have rights to own this ticket.",
727 $Owner = $DeferOwner;
728 $self->__Set(Field => 'Owner', Value => $Owner->id);
731 $self->OwnerGroup->_AddMember(
732 PrincipalId => $Owner->PrincipalId,
733 InsideTransaction => 1
737 #don't make a transaction or fire off any scrips for reminders either
738 if ( $args{'_RecordTransaction'} && $self->Type ne 'reminder' ) {
740 # Add a transaction for the create
741 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
743 TimeTaken => $args{'TimeWorked'},
744 MIMEObj => $args{'MIMEObj'},
745 CommitScrips => !$args{'DryRun'},
746 SquelchMailTo => $args{'TransSquelchMailTo'},
749 if ( $self->Id && $Trans ) {
751 #$TransObj->UpdateCustomFields(ARGSRef => \%args);
752 $TransObj->UpdateCustomFields(%args);
754 $RT::Logger->info( "Ticket " . $self->Id . " created in queue '" . $QueueObj->Name . "' by " . $self->CurrentUser->Name );
755 $ErrStr = $self->loc( "Ticket [_1] created in queue '[_2]'", $self->Id, $QueueObj->Name );
756 $ErrStr = join( "\n", $ErrStr, @non_fatal_errors );
759 $RT::Handle->Rollback();
761 $ErrStr = join( "\n", $ErrStr, @non_fatal_errors );
762 $RT::Logger->error("Ticket couldn't be created: $ErrStr");
763 return ( 0, 0, $self->loc( "Ticket could not be created due to an internal error"));
766 if ( $args{'DryRun'} ) {
767 $RT::Handle->Rollback();
768 return ($self->id, $TransObj, $ErrStr);
770 $RT::Handle->Commit();
771 return ( $self->Id, $TransObj->Id, $ErrStr );
777 # Not going to record a transaction
778 $RT::Handle->Commit();
779 $ErrStr = $self->loc( "Ticket [_1] created in queue '[_2]'", $self->Id, $QueueObj->Name );
780 $ErrStr = join( "\n", $ErrStr, @non_fatal_errors );
781 return ( $self->Id, 0, $ErrStr );
789 =head2 _Parse822HeadersForAttributes Content
791 Takes an RFC822 style message and parses its attributes into a hash.
795 sub _Parse822HeadersForAttributes {
800 my @lines = ( split ( /\n/, $content ) );
801 while ( defined( my $line = shift @lines ) ) {
802 if ( $line =~ /^(.*?):(?:\s+(.*))?$/ ) {
807 if ( defined( $args{$tag} ) )
808 { #if we're about to get a second value, make it an array
809 $args{$tag} = [ $args{$tag} ];
811 if ( ref( $args{$tag} ) )
812 { #If it's an array, we want to push the value
813 push @{ $args{$tag} }, $value;
815 else { #if there's nothing there, just set the value
816 $args{$tag} = $value;
818 } elsif ($line =~ /^$/) {
820 #TODO: this won't work, since "" isn't of the form "foo:value"
822 while ( defined( my $l = shift @lines ) ) {
823 push @{ $args{'content'} }, $l;
829 foreach my $date (qw(due starts started resolved)) {
830 my $dateobj = RT::Date->new(RT->SystemUser);
831 if ( defined ($args{$date}) and $args{$date} =~ /^\d+$/ ) {
832 $dateobj->Set( Format => 'unix', Value => $args{$date} );
835 $dateobj->Set( Format => 'unknown', Value => $args{$date} );
837 $args{$date} = $dateobj->ISO;
839 $args{'mimeobj'} = MIME::Entity->new();
840 $args{'mimeobj'}->build(
841 Type => ( $args{'contenttype'} || 'text/plain' ),
842 Data => ($args{'content'} || '')
850 =head2 Import PARAMHASH
853 Doesn\'t create a transaction.
854 Doesn\'t supply queue defaults, etc.
862 my ( $ErrStr, $QueueObj, $Owner );
866 EffectiveId => undef,
870 Owner => RT->Nobody->Id,
871 Subject => '[no subject]',
872 InitialPriority => undef,
873 FinalPriority => undef,
884 if ( ( defined( $args{'Queue'} ) ) && ( !ref( $args{'Queue'} ) ) ) {
885 $QueueObj = RT::Queue->new(RT->SystemUser);
886 $QueueObj->Load( $args{'Queue'} );
888 #TODO error check this and return 0 if it\'s not loading properly +++
890 elsif ( ref( $args{'Queue'} ) eq 'RT::Queue' ) {
891 $QueueObj = RT::Queue->new(RT->SystemUser);
892 $QueueObj->Load( $args{'Queue'}->Id );
896 "$self " . $args{'Queue'} . " not a recognised queue object." );
899 #Can't create a ticket without a queue.
900 unless ( defined($QueueObj) and $QueueObj->Id ) {
901 $RT::Logger->debug("$self No queue given for ticket creation.");
902 return ( 0, $self->loc('Could not create ticket. Queue not set') );
905 #Now that we have a queue, Check the ACLS
907 $self->CurrentUser->HasRight(
908 Right => 'CreateTicket',
914 $self->loc("No permission to create tickets in the queue '[_1]'"
918 # Deal with setting the owner
920 # Attempt to take user object, user name or user id.
921 # Assign to nobody if lookup fails.
922 if ( defined( $args{'Owner'} ) ) {
923 if ( ref( $args{'Owner'} ) ) {
924 $Owner = $args{'Owner'};
927 $Owner = RT::User->new( $self->CurrentUser );
928 $Owner->Load( $args{'Owner'} );
929 if ( !defined( $Owner->id ) ) {
930 $Owner->Load( RT->Nobody->id );
935 #If we have a proposed owner and they don't have the right
936 #to own a ticket, scream about it and make them not the owner
939 and ( $Owner->Id != RT->Nobody->Id )
949 $RT::Logger->warning( "$self user "
953 . "as a ticket owner but has no rights to own "
955 . $QueueObj->Name . "'" );
960 #If we haven't been handed a valid owner, make it nobody.
961 unless ( defined($Owner) ) {
962 $Owner = RT::User->new( $self->CurrentUser );
963 $Owner->Load( RT->Nobody->UserObj->Id );
968 unless ( $self->ValidateStatus( $args{'Status'} ) ) {
969 return ( 0, $self->loc("'[_1]' is an invalid value for status", $args{'Status'}) );
972 $self->{'_AccessibleCache'}{Created} = { 'read' => 1, 'write' => 1 };
973 $self->{'_AccessibleCache'}{Creator} = { 'read' => 1, 'auto' => 1 };
974 $self->{'_AccessibleCache'}{LastUpdated} = { 'read' => 1, 'write' => 1 };
975 $self->{'_AccessibleCache'}{LastUpdatedBy} = { 'read' => 1, 'auto' => 1 };
977 # If we're coming in with an id, set that now.
978 my $EffectiveId = undef;
980 $EffectiveId = $args{'id'};
984 my $id = $self->SUPER::Create(
986 EffectiveId => $EffectiveId,
987 Queue => $QueueObj->Id,
989 Subject => $args{'Subject'}, # loc
990 InitialPriority => $args{'InitialPriority'}, # loc
991 FinalPriority => $args{'FinalPriority'}, # loc
992 Priority => $args{'InitialPriority'}, # loc
993 Status => $args{'Status'}, # loc
994 TimeWorked => $args{'TimeWorked'}, # loc
995 Type => $args{'Type'}, # loc
996 Created => $args{'Created'}, # loc
997 Told => $args{'Told'}, # loc
998 LastUpdated => $args{'Updated'}, # loc
999 Resolved => $args{'Resolved'}, # loc
1000 Due => $args{'Due'}, # loc
1003 # If the ticket didn't have an id
1004 # Set the ticket's effective ID now that we've created it.
1005 if ( $args{'id'} ) {
1006 $self->Load( $args{'id'} );
1010 $self->__Set( Field => 'EffectiveId', Value => $id );
1014 $self . "->Import couldn't set EffectiveId: $msg" );
1018 my $create_groups_ret = $self->_CreateTicketGroups();
1019 unless ($create_groups_ret) {
1021 "Couldn't create ticket groups for ticket " . $self->Id );
1024 $self->OwnerGroup->_AddMember( PrincipalId => $Owner->PrincipalId );
1026 foreach my $watcher ( @{ $args{'Cc'} } ) {
1027 $self->_AddWatcher( Type => 'Cc', Email => $watcher, Silent => 1 );
1029 foreach my $watcher ( @{ $args{'AdminCc'} } ) {
1030 $self->_AddWatcher( Type => 'AdminCc', Email => $watcher,
1033 foreach my $watcher ( @{ $args{'Requestor'} } ) {
1034 $self->_AddWatcher( Type => 'Requestor', Email => $watcher,
1038 return ( $self->Id, $ErrStr );
1044 =head2 _CreateTicketGroups
1046 Create the ticket groups and links for this ticket.
1047 This routine expects to be called from Ticket->Create _inside of a transaction_
1049 It will create four groups for this ticket: Requestor, Cc, AdminCc and Owner.
1051 It will return true on success and undef on failure.
1057 sub _CreateTicketGroups {
1060 my @types = (qw(Requestor Owner Cc AdminCc));
1062 foreach my $type (@types) {
1063 my $type_obj = RT::Group->new($self->CurrentUser);
1064 my ($id, $msg) = $type_obj->CreateRoleGroup(Domain => 'RT::Ticket-Role',
1065 Instance => $self->Id,
1068 $RT::Logger->error("Couldn't create a ticket group of type '$type' for ticket ".
1069 $self->Id.": ".$msg);
1081 A constructor which returns an RT::Group object containing the owner of this ticket.
1087 my $owner_obj = RT::Group->new($self->CurrentUser);
1088 $owner_obj->LoadTicketRoleGroup( Ticket => $self->Id, Type => 'Owner');
1089 return ($owner_obj);
1097 AddWatcher takes a parameter hash. The keys are as follows:
1099 Type One of Requestor, Cc, AdminCc
1101 PrincipalId The RT::Principal id of the user or group that's being added as a watcher
1103 Email The email address of the new watcher. If a user with this
1104 email address can't be found, a new nonprivileged user will be created.
1106 If the watcher you\'re trying to set has an RT account, set the PrincipalId paremeter to their User Id. Otherwise, set the Email parameter to their Email address.
1114 PrincipalId => undef,
1119 # ModifyTicket works in any case
1120 return $self->_AddWatcher( %args )
1121 if $self->CurrentUserHasRight('ModifyTicket');
1122 if ( $args{'Email'} ) {
1123 my ($addr) = RT::EmailParser->ParseEmailAddress( $args{'Email'} );
1124 return (0, $self->loc("Couldn't parse address from '[_1]' string", $args{'Email'} ))
1127 if ( lc $self->CurrentUser->UserObj->EmailAddress
1128 eq lc RT::User->CanonicalizeEmailAddress( $addr->address ) )
1130 $args{'PrincipalId'} = $self->CurrentUser->id;
1131 delete $args{'Email'};
1135 # If the watcher isn't the current user then the current user has no right
1137 unless ( $args{'PrincipalId'} && $self->CurrentUser->id == $args{'PrincipalId'} ) {
1138 return ( 0, $self->loc("Permission Denied") );
1141 # If it's an AdminCc and they don't have 'WatchAsAdminCc', bail
1142 if ( $args{'Type'} eq 'AdminCc' ) {
1143 unless ( $self->CurrentUserHasRight('WatchAsAdminCc') ) {
1144 return ( 0, $self->loc('Permission Denied') );
1148 # If it's a Requestor or Cc and they don't have 'Watch', bail
1149 elsif ( $args{'Type'} eq 'Cc' || $args{'Type'} eq 'Requestor' ) {
1150 unless ( $self->CurrentUserHasRight('Watch') ) {
1151 return ( 0, $self->loc('Permission Denied') );
1155 $RT::Logger->warning( "AddWatcher got passed a bogus type");
1156 return ( 0, $self->loc('Error in parameters to Ticket->AddWatcher') );
1159 return $self->_AddWatcher( %args );
1162 #This contains the meat of AddWatcher. but can be called from a routine like
1163 # Create, which doesn't need the additional acl check
1169 PrincipalId => undef,
1175 my $principal = RT::Principal->new($self->CurrentUser);
1176 if ($args{'Email'}) {
1177 if ( RT::EmailParser->IsRTAddress( $args{'Email'} ) ) {
1178 return (0, $self->loc("[_1] is an address RT receives mail at. Adding it as a '[_2]' would create a mail loop", $args{'Email'}, $self->loc($args{'Type'})));
1180 my $user = RT::User->new(RT->SystemUser);
1181 my ($pid, $msg) = $user->LoadOrCreateByEmail( $args{'Email'} );
1182 $args{'PrincipalId'} = $pid if $pid;
1184 if ($args{'PrincipalId'}) {
1185 $principal->Load($args{'PrincipalId'});
1186 if ( $principal->id and $principal->IsUser and my $email = $principal->Object->EmailAddress ) {
1187 return (0, $self->loc("[_1] is an address RT receives mail at. Adding it as a '[_2]' would create a mail loop", $email, $self->loc($args{'Type'})))
1188 if RT::EmailParser->IsRTAddress( $email );
1194 # If we can't find this watcher, we need to bail.
1195 unless ($principal->Id) {
1196 $RT::Logger->error("Could not load create a user with the email address '".$args{'Email'}. "' to add as a watcher for ticket ".$self->Id);
1197 return(0, $self->loc("Could not find or create that user"));
1201 my $group = RT::Group->new($self->CurrentUser);
1202 $group->LoadTicketRoleGroup(Type => $args{'Type'}, Ticket => $self->Id);
1203 unless ($group->id) {
1204 return(0,$self->loc("Group not found"));
1207 if ( $group->HasMember( $principal)) {
1209 return ( 0, $self->loc('That principal is already a [_1] for this ticket', $self->loc($args{'Type'})) );
1213 my ( $m_id, $m_msg ) = $group->_AddMember( PrincipalId => $principal->Id,
1214 InsideTransaction => 1 );
1216 $RT::Logger->error("Failed to add ".$principal->Id." as a member of group ".$group->Id.": ".$m_msg);
1218 return ( 0, $self->loc('Could not make that principal a [_1] for this ticket', $self->loc($args{'Type'})) );
1221 unless ( $args{'Silent'} ) {
1222 $self->_NewTransaction(
1223 Type => 'AddWatcher',
1224 NewValue => $principal->Id,
1225 Field => $args{'Type'}
1229 return ( 1, $self->loc('Added principal as a [_1] for this ticket', $self->loc($args{'Type'})) );
1235 =head2 DeleteWatcher { Type => TYPE, PrincipalId => PRINCIPAL_ID, Email => EMAIL_ADDRESS }
1238 Deletes a Ticket watcher. Takes two arguments:
1240 Type (one of Requestor,Cc,AdminCc)
1244 PrincipalId (an RT::Principal Id of the watcher you want to remove)
1246 Email (the email address of an existing wathcer)
1255 my %args = ( Type => undef,
1256 PrincipalId => undef,
1260 unless ( $args{'PrincipalId'} || $args{'Email'} ) {
1261 return ( 0, $self->loc("No principal specified") );
1263 my $principal = RT::Principal->new( $self->CurrentUser );
1264 if ( $args{'PrincipalId'} ) {
1266 $principal->Load( $args{'PrincipalId'} );
1269 my $user = RT::User->new( $self->CurrentUser );
1270 $user->LoadByEmail( $args{'Email'} );
1271 $principal->Load( $user->Id );
1274 # If we can't find this watcher, we need to bail.
1275 unless ( $principal->Id ) {
1276 return ( 0, $self->loc("Could not find that principal") );
1279 my $group = RT::Group->new( $self->CurrentUser );
1280 $group->LoadTicketRoleGroup( Type => $args{'Type'}, Ticket => $self->Id );
1281 unless ( $group->id ) {
1282 return ( 0, $self->loc("Group not found") );
1286 #If the watcher we're trying to add is for the current user
1287 if ( $self->CurrentUser->PrincipalId == $principal->id ) {
1289 # If it's an AdminCc and they don't have
1290 # 'WatchAsAdminCc' or 'ModifyTicket', bail
1291 if ( $args{'Type'} eq 'AdminCc' ) {
1292 unless ( $self->CurrentUserHasRight('ModifyTicket')
1293 or $self->CurrentUserHasRight('WatchAsAdminCc') ) {
1294 return ( 0, $self->loc('Permission Denied') );
1298 # If it's a Requestor or Cc and they don't have
1299 # 'Watch' or 'ModifyTicket', bail
1300 elsif ( ( $args{'Type'} eq 'Cc' ) or ( $args{'Type'} eq 'Requestor' ) )
1302 unless ( $self->CurrentUserHasRight('ModifyTicket')
1303 or $self->CurrentUserHasRight('Watch') ) {
1304 return ( 0, $self->loc('Permission Denied') );
1308 $RT::Logger->warn("$self -> DeleteWatcher got passed a bogus type");
1310 $self->loc('Error in parameters to Ticket->DeleteWatcher') );
1314 # If the watcher isn't the current user
1315 # and the current user doesn't have 'ModifyTicket' bail
1317 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1318 return ( 0, $self->loc("Permission Denied") );
1324 # see if this user is already a watcher.
1326 unless ( $group->HasMember($principal) ) {
1328 $self->loc( 'That principal is not a [_1] for this ticket',
1332 my ( $m_id, $m_msg ) = $group->_DeleteMember( $principal->Id );
1334 $RT::Logger->error( "Failed to delete "
1336 . " as a member of group "
1342 'Could not remove that principal as a [_1] for this ticket',
1346 unless ( $args{'Silent'} ) {
1347 $self->_NewTransaction( Type => 'DelWatcher',
1348 OldValue => $principal->Id,
1349 Field => $args{'Type'} );
1353 $self->loc( "[_1] is no longer a [_2] for this ticket.",
1354 $principal->Object->Name,
1362 =head2 SquelchMailTo [EMAIL]
1364 Takes an optional email address to never email about updates to this ticket.
1367 Returns an array of the RT::Attribute objects for this ticket's 'SquelchMailTo' attributes.
1375 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1379 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1384 return $self->_SquelchMailTo(@_);
1387 sub _SquelchMailTo {
1391 $self->AddAttribute( Name => 'SquelchMailTo', Content => $attr )
1392 unless grep { $_->Content eq $attr }
1393 $self->Attributes->Named('SquelchMailTo');
1395 my @attributes = $self->Attributes->Named('SquelchMailTo');
1396 return (@attributes);
1400 =head2 UnsquelchMailTo ADDRESS
1402 Takes an address and removes it from this ticket's "SquelchMailTo" list. If an address appears multiple times, each instance is removed.
1404 Returns a tuple of (status, message)
1408 sub UnsquelchMailTo {
1411 my $address = shift;
1412 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1413 return ( 0, $self->loc("Permission Denied") );
1416 my ($val, $msg) = $self->Attributes->DeleteEntry ( Name => 'SquelchMailTo', Content => $address);
1417 return ($val, $msg);
1422 =head2 RequestorAddresses
1424 B<Returns> String: All Ticket Requestor email addresses as a string.
1428 sub RequestorAddresses {
1431 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1435 return ( $self->Requestors->MemberEmailAddressesAsString );
1439 =head2 AdminCcAddresses
1441 returns String: All Ticket AdminCc email addresses as a string
1445 sub AdminCcAddresses {
1448 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1452 return ( $self->AdminCc->MemberEmailAddressesAsString )
1458 returns String: All Ticket Ccs as a string of email addresses
1465 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1468 return ( $self->Cc->MemberEmailAddressesAsString);
1478 Returns this ticket's Requestors as an RT::Group object
1485 my $group = RT::Group->new($self->CurrentUser);
1486 if ( $self->CurrentUserHasRight('ShowTicket') ) {
1487 $group->LoadTicketRoleGroup(Type => 'Requestor', Ticket => $self->Id);
1495 Private non-ACLed variant of Reqeustors so that we can look them up for the
1496 purposes of customer auto-association during create.
1503 my $group = RT::Group->new($RT::SystemUser);
1504 $group->LoadTicketRoleGroup(Type => 'Requestor', Ticket => $self->Id);
1511 Returns an RT::Group object which contains this ticket's Ccs.
1512 If the user doesn't have "ShowTicket" permission, returns an empty group
1519 my $group = RT::Group->new($self->CurrentUser);
1520 if ( $self->CurrentUserHasRight('ShowTicket') ) {
1521 $group->LoadTicketRoleGroup(Type => 'Cc', Ticket => $self->Id);
1532 Returns an RT::Group object which contains this ticket's AdminCcs.
1533 If the user doesn't have "ShowTicket" permission, returns an empty group
1540 my $group = RT::Group->new($self->CurrentUser);
1541 if ( $self->CurrentUserHasRight('ShowTicket') ) {
1542 $group->LoadTicketRoleGroup(Type => 'AdminCc', Ticket => $self->Id);
1551 # a generic routine to be called by IsRequestor, IsCc and IsAdminCc
1553 =head2 IsWatcher { Type => TYPE, PrincipalId => PRINCIPAL_ID, Email => EMAIL }
1555 Takes a param hash with the attributes Type and either PrincipalId or Email
1557 Type is one of Requestor, Cc, AdminCc and Owner
1559 PrincipalId is an RT::Principal id, and Email is an email address.
1561 Returns true if the specified principal (or the one corresponding to the
1562 specified address) is a member of the group Type for this ticket.
1564 XX TODO: This should be Memoized.
1571 my %args = ( Type => 'Requestor',
1572 PrincipalId => undef,
1577 # Load the relevant group.
1578 my $group = RT::Group->new($self->CurrentUser);
1579 $group->LoadTicketRoleGroup(Type => $args{'Type'}, Ticket => $self->id);
1581 # Find the relevant principal.
1582 if (!$args{PrincipalId} && $args{Email}) {
1583 # Look up the specified user.
1584 my $user = RT::User->new($self->CurrentUser);
1585 $user->LoadByEmail($args{Email});
1587 $args{PrincipalId} = $user->PrincipalId;
1590 # A non-existent user can't be a group member.
1595 # Ask if it has the member in question
1596 return $group->HasMember( $args{'PrincipalId'} );
1601 =head2 IsRequestor PRINCIPAL_ID
1603 Takes an L<RT::Principal> id.
1605 Returns true if the principal is a requestor of the current ticket.
1613 return ( $self->IsWatcher( Type => 'Requestor', PrincipalId => $person ) );
1619 =head2 IsCc PRINCIPAL_ID
1621 Takes an RT::Principal id.
1622 Returns true if the principal is a Cc of the current ticket.
1631 return ( $self->IsWatcher( Type => 'Cc', PrincipalId => $cc ) );
1637 =head2 IsAdminCc PRINCIPAL_ID
1639 Takes an RT::Principal id.
1640 Returns true if the principal is an AdminCc of the current ticket.
1648 return ( $self->IsWatcher( Type => 'AdminCc', PrincipalId => $person ) );
1656 Takes an RT::User object. Returns true if that user is this ticket's owner.
1657 returns undef otherwise
1665 # no ACL check since this is used in acl decisions
1666 # unless ($self->CurrentUserHasRight('ShowTicket')) {
1670 #Tickets won't yet have owners when they're being created.
1671 unless ( $self->OwnerObj->id ) {
1675 if ( $person->id == $self->OwnerObj->id ) {
1687 =head2 TransactionAddresses
1689 Returns a composite hashref of the results of L<RT::Transaction/Addresses> for
1690 all this ticket's Create, Comment or Correspond transactions. The keys are
1691 stringified email addresses. Each value is an L<Email::Address> object.
1693 NOTE: For performance reasons, this method might want to skip transactions and go straight for attachments. But to make that work right, we're going to need to go and walk around the access control in Attachment.pm's sub _Value.
1698 sub TransactionAddresses {
1700 my $txns = $self->Transactions;
1704 my $attachments = RT::Attachments->new( $self->CurrentUser );
1705 $attachments->LimitByTicket( $self->id );
1706 $attachments->Columns( qw( id Headers TransactionId));
1709 foreach my $type (qw(Create Comment Correspond)) {
1710 $attachments->Limit( ALIAS => $attachments->TransactionAlias,
1714 ENTRYAGGREGATOR => 'OR',
1719 while ( my $att = $attachments->Next ) {
1720 foreach my $addrlist ( values %{$att->Addresses } ) {
1721 foreach my $addr (@$addrlist) {
1723 # Skip addresses without a phrase (things that are just raw addresses) if we have a phrase
1725 if ( $addresses{ $addr->address }
1726 && $addresses{ $addr->address }->phrase
1727 && not $addr->phrase );
1729 # skips "comment-only" addresses
1730 next unless ( $addr->address );
1731 $addresses{ $addr->address } = $addr;
1750 $RT::Logger->warning( " RT:::Queue::ValidateQueue called with a null value. this isn't ok.");
1754 my $QueueObj = RT::Queue->new( $self->CurrentUser );
1755 my $id = $QueueObj->Load($Value);
1769 my $NewQueue = shift;
1771 #Redundant. ACL gets checked in _Set;
1772 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1773 return ( 0, $self->loc("Permission Denied") );
1776 my $NewQueueObj = RT::Queue->new( $self->CurrentUser );
1777 $NewQueueObj->Load($NewQueue);
1779 unless ( $NewQueueObj->Id() ) {
1780 return ( 0, $self->loc("That queue does not exist") );
1783 if ( $NewQueueObj->Id == $self->QueueObj->Id ) {
1784 return ( 0, $self->loc('That is the same value') );
1786 unless ( $self->CurrentUser->HasRight( Right => 'CreateTicket', Object => $NewQueueObj)) {
1787 return ( 0, $self->loc("You may not create requests in that queue.") );
1791 my $old_lifecycle = $self->QueueObj->Lifecycle;
1792 my $new_lifecycle = $NewQueueObj->Lifecycle;
1793 if ( $old_lifecycle->Name ne $new_lifecycle->Name ) {
1794 unless ( $old_lifecycle->HasMoveMap( $new_lifecycle ) ) {
1795 return ( 0, $self->loc("There is no mapping for statuses between these queues. Contact your system administrator.") );
1797 $new_status = $old_lifecycle->MoveMap( $new_lifecycle )->{ $self->Status };
1798 return ( 0, $self->loc("Mapping between queues' lifecycles is incomplete. Contact your system administrator.") )
1802 if ( $new_status ) {
1803 my $clone = RT::Ticket->new( RT->SystemUser );
1804 $clone->Load( $self->Id );
1805 unless ( $clone->Id ) {
1806 return ( 0, $self->loc("Couldn't load copy of ticket #[_1].", $self->Id) );
1809 my $now = RT::Date->new( $self->CurrentUser );
1812 my $old_status = $clone->Status;
1814 #If we're changing the status from initial in old to not intial in new,
1815 # record that we've started
1816 if ( $old_lifecycle->IsInitial($old_status) && !$new_lifecycle->IsInitial($new_status) && $clone->StartedObj->Unix == 0 ) {
1817 #Set the Started time to "now"
1821 RecordTransaction => 0
1825 #When we close a ticket, set the 'Resolved' attribute to now.
1826 # It's misnamed, but that's just historical.
1827 if ( $new_lifecycle->IsInactive($new_status) ) {
1829 Field => 'Resolved',
1831 RecordTransaction => 0,
1835 #Actually update the status
1836 my ($val, $msg)= $clone->_Set(
1838 Value => $new_status,
1839 RecordTransaction => 0,
1841 $RT::Logger->error( 'Status change failed on queue change: '. $msg )
1845 my ($status, $msg) = $self->_Set( Field => 'Queue', Value => $NewQueueObj->Id() );
1848 # Clear the queue object cache;
1849 $self->{_queue_obj} = undef;
1851 # Untake the ticket if we have no permissions in the new queue
1852 unless ( $self->OwnerObj->HasRight( Right => 'OwnTicket', Object => $NewQueueObj ) ) {
1853 my $clone = RT::Ticket->new( RT->SystemUser );
1854 $clone->Load( $self->Id );
1855 unless ( $clone->Id ) {
1856 return ( 0, $self->loc("Couldn't load copy of ticket #[_1].", $self->Id) );
1858 my ($status, $msg) = $clone->SetOwner( RT->Nobody->Id, 'Force' );
1859 $RT::Logger->error("Couldn't set owner on queue change: $msg") unless $status;
1862 # On queue change, change queue for reminders too
1863 my $reminder_collection = $self->Reminders->Collection;
1864 while ( my $reminder = $reminder_collection->Next ) {
1865 my ($status, $msg) = $reminder->SetQueue($NewQueue);
1866 $RT::Logger->error('Queue change failed for reminder #' . $reminder->Id . ': ' . $msg) unless $status;
1870 return ($status, $msg);
1877 Takes nothing. returns this ticket's queue object
1884 if(!$self->{_queue_obj} || ! $self->{_queue_obj}->id) {
1886 $self->{_queue_obj} = RT::Queue->new( $self->CurrentUser );
1888 #We call __Value so that we can avoid the ACL decision and some deep recursion
1889 my ($result) = $self->{_queue_obj}->Load( $self->__Value('Queue') );
1891 return ($self->{_queue_obj});
1896 Takes nothing. Returns SubjectTag for this ticket. Includes
1897 queue's subject tag or rtname if that is not set, ticket
1898 id and braces, for example:
1900 [support.example.com #123456]
1908 . ($self->QueueObj->SubjectTag || RT->Config->Get('rtname'))
1917 Returns an RT::Date object containing this ticket's due date
1924 my $time = RT::Date->new( $self->CurrentUser );
1926 # -1 is RT::Date slang for never
1927 if ( my $due = $self->Due ) {
1928 $time->Set( Format => 'sql', Value => $due );
1931 $time->Set( Format => 'unix', Value => -1 );
1941 Returns this ticket's due date as a human readable string
1947 return $self->DueObj->AsString();
1954 Returns an RT::Date object of this ticket's 'resolved' time.
1961 my $time = RT::Date->new( $self->CurrentUser );
1962 $time->Set( Format => 'sql', Value => $self->Resolved );
1967 =head2 FirstActiveStatus
1969 Returns the first active status that the ticket could transition to,
1970 according to its current Queue's lifecycle. May return undef if there
1971 is no such possible status to transition to, or we are already in it.
1972 This is used in L<RT::Action::AutoOpen>, for instance.
1976 sub FirstActiveStatus {
1979 my $lifecycle = $self->QueueObj->Lifecycle;
1980 my $status = $self->Status;
1981 my @active = $lifecycle->Active;
1982 # no change if no active statuses in the lifecycle
1983 return undef unless @active;
1985 # no change if the ticket is already has first status from the list of active
1986 return undef if lc $status eq lc $active[0];
1988 my ($next) = grep $lifecycle->IsActive($_), $lifecycle->Transitions($status);
1994 Takes a date in ISO format or undef
1995 Returns a transaction id and a message
1996 The client calls "Start" to note that the project was started on the date in $date.
1997 A null date means "now"
2003 my $time = shift || 0;
2005 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
2006 return ( 0, $self->loc("Permission Denied") );
2009 #We create a date object to catch date weirdness
2010 my $time_obj = RT::Date->new( $self->CurrentUser() );
2012 $time_obj->Set( Format => 'ISO', Value => $time );
2015 $time_obj->SetToNow();
2018 # We need $TicketAsSystem, in case the current user doesn't have
2020 my $TicketAsSystem = RT::Ticket->new(RT->SystemUser);
2021 $TicketAsSystem->Load( $self->Id );
2022 # Now that we're starting, open this ticket
2023 # TODO: do we really want to force this as policy? it should be a scrip
2024 my $next = $TicketAsSystem->FirstActiveStatus;
2026 $self->SetStatus( $next ) if defined $next;
2028 return ( $self->_Set( Field => 'Started', Value => $time_obj->ISO ) );
2036 Returns an RT::Date object which contains this ticket's
2044 my $time = RT::Date->new( $self->CurrentUser );
2045 $time->Set( Format => 'sql', Value => $self->Started );
2053 Returns an RT::Date object which contains this ticket's
2061 my $time = RT::Date->new( $self->CurrentUser );
2062 $time->Set( Format => 'sql', Value => $self->Starts );
2070 Returns an RT::Date object which contains this ticket's
2078 my $time = RT::Date->new( $self->CurrentUser );
2079 $time->Set( Format => 'sql', Value => $self->Told );
2087 A convenience method that returns ToldObj->AsString
2089 TODO: This should be deprecated
2095 if ( $self->Told ) {
2096 return $self->ToldObj->AsString();
2105 =head2 TimeWorkedAsString
2107 Returns the amount of time worked on this ticket as a Text String
2111 sub TimeWorkedAsString {
2113 my $value = $self->TimeWorked;
2115 # return the # of minutes worked turned into seconds and written as
2116 # a simple text string, this is not really a date object, but if we
2117 # diff a number of seconds vs the epoch, we'll get a nice description
2119 return "" unless $value;
2120 return RT::Date->new( $self->CurrentUser )
2121 ->DurationAsString( $value * 60 );
2126 =head2 TimeLeftAsString
2128 Returns the amount of time left on this ticket as a Text String
2132 sub TimeLeftAsString {
2134 my $value = $self->TimeLeft;
2135 return "" unless $value;
2136 return RT::Date->new( $self->CurrentUser )
2137 ->DurationAsString( $value * 60 );
2145 Comment on this ticket.
2146 Takes a hash with the following attributes:
2147 If MIMEObj is undefined, Content will be used to build a MIME::Entity for this
2150 MIMEObj, TimeTaken, CcMessageTo, BccMessageTo, Content, DryRun
2152 If DryRun is defined, this update WILL NOT BE RECORDED. Scrips will not be committed.
2153 They will, however, be prepared and you'll be able to access them through the TransactionObj
2155 Returns: Transaction id, Error Message, Transaction Object
2156 (note the different order from Create()!)
2163 my %args = ( CcMessageTo => undef,
2164 BccMessageTo => undef,
2171 unless ( ( $self->CurrentUserHasRight('CommentOnTicket') )
2172 or ( $self->CurrentUserHasRight('ModifyTicket') ) ) {
2173 return ( 0, $self->loc("Permission Denied"), undef );
2175 $args{'NoteType'} = 'Comment';
2177 if ($args{'DryRun'}) {
2178 $RT::Handle->BeginTransaction();
2179 $args{'CommitScrips'} = 0;
2182 my @results = $self->_RecordNote(%args);
2183 if ($args{'DryRun'}) {
2184 $RT::Handle->Rollback();
2193 Correspond on this ticket.
2194 Takes a hashref with the following attributes:
2197 MIMEObj, TimeTaken, CcMessageTo, BccMessageTo, Content, DryRun
2199 if there's no MIMEObj, Content is used to build a MIME::Entity object
2201 If DryRun is defined, this update WILL NOT BE RECORDED. Scrips will not be committed.
2202 They will, however, be prepared and you'll be able to access them through the TransactionObj
2204 Returns: Transaction id, Error Message, Transaction Object
2205 (note the different order from Create()!)
2212 my %args = ( CcMessageTo => undef,
2213 BccMessageTo => undef,
2219 unless ( ( $self->CurrentUserHasRight('ReplyToTicket') )
2220 or ( $self->CurrentUserHasRight('ModifyTicket') ) ) {
2221 return ( 0, $self->loc("Permission Denied"), undef );
2224 $args{'NoteType'} = 'Correspond';
2225 if ($args{'DryRun'}) {
2226 $RT::Handle->BeginTransaction();
2227 $args{'CommitScrips'} = 0;
2230 my @results = $self->_RecordNote(%args);
2232 #Set the last told date to now if this isn't mail from the requestor.
2233 #TODO: Note that this will wrongly ack mail from any non-requestor as a "told"
2234 unless ( $self->IsRequestor($self->CurrentUser->id) ) {
2236 $squelch{$_}++ for map {$_->Content} $self->SquelchMailTo, $results[2]->SquelchMailTo;
2238 if grep {not $squelch{$_}} $self->Requestors->MemberEmailAddresses;
2241 if ($args{'DryRun'}) {
2242 $RT::Handle->Rollback();
2253 the meat of both comment and correspond.
2255 Performs no access control checks. hence, dangerous.
2262 CcMessageTo => undef,
2263 BccMessageTo => undef,
2268 NoteType => 'Correspond',
2271 SquelchMailTo => undef,
2276 unless ( $args{'MIMEObj'} || $args{'Content'} ) {
2277 return ( 0, $self->loc("No message attached"), undef );
2280 unless ( $args{'MIMEObj'} ) {
2281 $args{'MIMEObj'} = MIME::Entity->build(
2282 Data => ( ref $args{'Content'}? $args{'Content'}: [ $args{'Content'} ] )
2286 # convert text parts into utf-8
2287 RT::I18N::SetMIMEEntityToUTF8( $args{'MIMEObj'} );
2289 # If we've been passed in CcMessageTo and BccMessageTo fields,
2290 # add them to the mime object for passing on to the transaction handler
2291 # The "NotifyOtherRecipients" scripAction will look for RT-Send-Cc: and
2292 # RT-Send-Bcc: headers
2295 foreach my $type (qw/Cc Bcc/) {
2296 if ( defined $args{ $type . 'MessageTo' } ) {
2298 my $addresses = join ', ', (
2299 map { RT::User->CanonicalizeEmailAddress( $_->address ) }
2300 Email::Address->parse( $args{ $type . 'MessageTo' } ) );
2301 $args{'MIMEObj'}->head->replace( 'RT-Send-' . $type, Encode::encode_utf8( $addresses ) );
2305 foreach my $argument (qw(Encrypt Sign)) {
2306 $args{'MIMEObj'}->head->replace(
2307 "X-RT-$argument" => Encode::encode_utf8( $args{ $argument } )
2308 ) if defined $args{ $argument };
2311 # If this is from an external source, we need to come up with its
2312 # internal Message-ID now, so all emails sent because of this
2313 # message have a common Message-ID
2314 my $org = RT->Config->Get('Organization');
2315 my $msgid = $args{'MIMEObj'}->head->get('Message-ID');
2316 unless (defined $msgid && $msgid =~ /<(rt-.*?-\d+-\d+)\.(\d+-0-0)\@\Q$org\E>/) {
2317 $args{'MIMEObj'}->head->set(
2318 'RT-Message-ID' => RT::Interface::Email::GenMessageId( Ticket => $self )
2322 #Record the correspondence (write the transaction)
2323 my ( $Trans, $msg, $TransObj ) = $self->_NewTransaction(
2324 Type => $args{'NoteType'},
2325 Data => ( $args{'MIMEObj'}->head->get('subject') || 'No Subject' ),
2326 TimeTaken => $args{'TimeTaken'},
2327 MIMEObj => $args{'MIMEObj'},
2328 CommitScrips => $args{'CommitScrips'},
2329 SquelchMailTo => $args{'SquelchMailTo'},
2330 CustomFields => $args{'CustomFields'},
2334 $RT::Logger->err("$self couldn't init a transaction $msg");
2335 return ( $Trans, $self->loc("Message could not be recorded"), undef );
2338 return ( $Trans, $self->loc("Message recorded"), $TransObj );
2344 Builds a MIME object from the given C<UpdateSubject> and
2345 C<UpdateContent>, then calls L</Comment> or L</Correspond> with
2346 C<< DryRun => 1 >>, and returns the transaction so produced.
2354 if (($args{'UpdateType'} || $args{Action}) =~ /^respon(d|se)$/i ) {
2355 $action = 'Correspond';
2357 $action = 'Comment';
2360 my $Message = MIME::Entity->build(
2361 Type => 'text/plain',
2362 Subject => defined $args{UpdateSubject} ? Encode::encode_utf8( $args{UpdateSubject} ) : "",
2364 Data => $args{'UpdateContent'} || "",
2367 my ( $Transaction, $Description, $Object ) = $self->$action(
2368 CcMessageTo => $args{'UpdateCc'},
2369 BccMessageTo => $args{'UpdateBcc'},
2370 MIMEObj => $Message,
2371 TimeTaken => $args{'UpdateTimeWorked'},
2374 unless ( $Transaction ) {
2375 $RT::Logger->error("Couldn't fire '$action' action: $Description");
2383 Prepares a MIME mesage with the given C<Subject>, C<Cc>, and
2384 C<Content>, then calls L</Create> with C<< DryRun => 1 >> and returns
2385 the resulting L<RT::Transaction>.
2392 my $Message = MIME::Entity->build(
2393 Type => 'text/plain',
2394 Subject => defined $args{Subject} ? Encode::encode_utf8( $args{'Subject'} ) : "",
2395 (defined $args{'Cc'} ?
2396 ( Cc => Encode::encode_utf8( $args{'Cc'} ) ) : ()),
2398 Data => $args{'Content'} || "",
2401 my ( $Transaction, $Object, $Description ) = $self->Create(
2402 Type => $args{'Type'} || 'ticket',
2403 Queue => $args{'Queue'},
2404 Owner => $args{'Owner'},
2405 Requestor => $args{'Requestors'},
2407 AdminCc => $args{'AdminCc'},
2408 InitialPriority => $args{'InitialPriority'},
2409 FinalPriority => $args{'FinalPriority'},
2410 TimeLeft => $args{'TimeLeft'},
2411 TimeEstimated => $args{'TimeEstimated'},
2412 TimeWorked => $args{'TimeWorked'},
2413 Subject => $args{'Subject'},
2414 Status => $args{'Status'},
2415 MIMEObj => $Message,
2418 unless ( $Transaction ) {
2419 $RT::Logger->error("Couldn't fire Create action: $Description");
2430 #TODO: Field isn't the right thing here. but I ahave no idea what mnemonic ---
2433 my $type = shift || "";
2435 my $cache_key = "$field$type";
2436 return $self->{ $cache_key } if $self->{ $cache_key };
2438 my $links = $self->{ $cache_key }
2439 = RT::Links->new( $self->CurrentUser );
2440 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
2441 $links->Limit( FIELD => 'id', VALUE => 0 );
2445 # without this you will also get RT::User(s) instead of tickets!
2446 if ($field == 'Base' and $type == 'MemberOf') {
2447 my $rtname = RT->Config->Get('rtname');
2450 OPERATOR => 'STARTSWITH',
2451 VALUE => "fsck.com-rt://$rtname/ticket/",
2455 # Maybe this ticket is a merge ticket
2456 my $limit_on = 'Local'. $field;
2457 # at least to myself
2461 ENTRYAGGREGATOR => 'OR',
2466 ENTRYAGGREGATOR => 'OR',
2467 ) foreach $self->Merged;
2480 Delete a link. takes a paramhash of Base, Target, Type, Silent,
2481 SilentBase and SilentTarget. Either Base or Target must be null.
2482 The null value will be replaced with this ticket\'s id.
2484 If Silent is true then no transaction would be recorded, in other
2485 case you can control creation of transactions on both base and
2486 target with SilentBase and SilentTarget respectively. By default
2487 both transactions are created.
2498 SilentBase => undef,
2499 SilentTarget => undef,
2503 unless ( $args{'Target'} || $args{'Base'} ) {
2504 $RT::Logger->error("Base or Target must be specified");
2505 return ( 0, $self->loc('Either base or target must be specified') );
2510 $right++ if $self->CurrentUserHasRight('ModifyTicket');
2511 if ( !$right && RT->Config->Get( 'StrictLinkACL' ) ) {
2512 return ( 0, $self->loc("Permission Denied") );
2515 # If the other URI is an RT::Ticket, we want to make sure the user
2516 # can modify it too...
2517 my ($status, $msg, $other_ticket) = $self->__GetTicketFromURI( URI => $args{'Target'} || $args{'Base'} );
2518 return (0, $msg) unless $status;
2519 if ( !$other_ticket || $other_ticket->CurrentUserHasRight('ModifyTicket') ) {
2522 if ( ( !RT->Config->Get( 'StrictLinkACL' ) && $right == 0 ) ||
2523 ( RT->Config->Get( 'StrictLinkACL' ) && $right < 2 ) )
2525 return ( 0, $self->loc("Permission Denied") );
2528 my ($val, $Msg) = $self->SUPER::_DeleteLink(%args);
2529 return ( 0, $Msg ) unless $val;
2531 return ( $val, $Msg ) if $args{'Silent'};
2533 my ($direction, $remote_link);
2535 if ( $args{'Base'} ) {
2536 $remote_link = $args{'Base'};
2537 $direction = 'Target';
2539 elsif ( $args{'Target'} ) {
2540 $remote_link = $args{'Target'};
2541 $direction = 'Base';
2544 my $remote_uri = RT::URI->new( $self->CurrentUser );
2545 $remote_uri->FromURI( $remote_link );
2547 unless ( $args{ 'Silent'. $direction } ) {
2548 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
2549 Type => 'DeleteLink',
2550 Field => $LINKDIRMAP{$args{'Type'}}->{$direction},
2551 OldValue => $remote_uri->URI || $remote_link,
2554 $RT::Logger->error("Couldn't create transaction: $Msg") unless $Trans;
2557 if ( !$args{ 'Silent'. ( $direction eq 'Target'? 'Base': 'Target' ) } && $remote_uri->IsLocal ) {
2558 my $OtherObj = $remote_uri->Object;
2559 my ( $val, $Msg ) = $OtherObj->_NewTransaction(
2560 Type => 'DeleteLink',
2561 Field => $direction eq 'Target' ? $LINKDIRMAP{$args{'Type'}}->{Base}
2562 : $LINKDIRMAP{$args{'Type'}}->{Target},
2563 OldValue => $self->URI,
2564 ActivateScrips => !RT->Config->Get('LinkTransactionsRun1Scrip'),
2567 $RT::Logger->error("Couldn't create transaction: $Msg") unless $val;
2570 return ( $val, $Msg );
2577 Takes a paramhash of Type and one of Base or Target. Adds that link to this ticket.
2579 If Silent is true then no transaction would be recorded, in other
2580 case you can control creation of transactions on both base and
2581 target with SilentBase and SilentTarget respectively. By default
2582 both transactions are created.
2588 my %args = ( Target => '',
2592 SilentBase => undef,
2593 SilentTarget => undef,
2596 unless ( $args{'Target'} || $args{'Base'} ) {
2597 $RT::Logger->error("Base or Target must be specified");
2598 return ( 0, $self->loc('Either base or target must be specified') );
2602 $right++ if $self->CurrentUserHasRight('ModifyTicket');
2603 if ( !$right && RT->Config->Get( 'StrictLinkACL' ) ) {
2604 return ( 0, $self->loc("Permission Denied") );
2607 # If the other URI is an RT::Ticket, we want to make sure the user
2608 # can modify it too...
2609 my ($status, $msg, $other_ticket) = $self->__GetTicketFromURI( URI => $args{'Target'} || $args{'Base'} );
2610 return (0, $msg) unless $status;
2611 if ( !$other_ticket || $other_ticket->CurrentUserHasRight('ModifyTicket') ) {
2614 if ( ( !RT->Config->Get( 'StrictLinkACL' ) && $right == 0 ) ||
2615 ( RT->Config->Get( 'StrictLinkACL' ) && $right < 2 ) )
2617 return ( 0, $self->loc("Permission Denied") );
2620 return ( 0, "Can't link to a deleted ticket" )
2621 if $other_ticket && $other_ticket->Status eq 'deleted';
2623 return $self->_AddLink(%args);
2626 sub __GetTicketFromURI {
2628 my %args = ( URI => '', @_ );
2630 # If the other URI is an RT::Ticket, we want to make sure the user
2631 # can modify it too...
2632 my $uri_obj = RT::URI->new( $self->CurrentUser );
2633 $uri_obj->FromURI( $args{'URI'} );
2635 unless ( $uri_obj->Resolver && $uri_obj->Scheme ) {
2636 my $msg = $self->loc( "Couldn't resolve '[_1]' into a URI.", $args{'URI'} );
2637 $RT::Logger->warning( $msg );
2640 my $obj = $uri_obj->Resolver->Object;
2641 unless ( UNIVERSAL::isa($obj, 'RT::Ticket') && $obj->id ) {
2642 return (1, 'Found not a ticket', undef);
2644 return (1, 'Found ticket', $obj);
2649 Private non-acled variant of AddLink so that links can be added during create.
2655 my %args = ( Target => '',
2659 SilentBase => undef,
2660 SilentTarget => undef,
2663 my ($val, $msg, $exist) = $self->SUPER::_AddLink(%args);
2664 return ($val, $msg) if !$val || $exist;
2665 return ($val, $msg) if $args{'Silent'};
2667 my ($direction, $remote_link);
2668 if ( $args{'Target'} ) {
2669 $remote_link = $args{'Target'};
2670 $direction = 'Base';
2671 } elsif ( $args{'Base'} ) {
2672 $remote_link = $args{'Base'};
2673 $direction = 'Target';
2676 my $remote_uri = RT::URI->new( $self->CurrentUser );
2677 $remote_uri->FromURI( $remote_link );
2679 unless ( $args{ 'Silent'. $direction } ) {
2680 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
2682 Field => $LINKDIRMAP{$args{'Type'}}->{$direction},
2683 NewValue => $remote_uri->URI || $remote_link,
2686 $RT::Logger->error("Couldn't create transaction: $Msg") unless $Trans;
2689 if ( !$args{ 'Silent'. ( $direction eq 'Target'? 'Base': 'Target' ) } && $remote_uri->IsLocal ) {
2690 my $OtherObj = $remote_uri->Object;
2691 my ( $val, $msg ) = $OtherObj->_NewTransaction(
2693 Field => $direction eq 'Target' ? $LINKDIRMAP{$args{'Type'}}->{Base}
2694 : $LINKDIRMAP{$args{'Type'}}->{Target},
2695 NewValue => $self->URI,
2696 ActivateScrips => !RT->Config->Get('LinkTransactionsRun1Scrip'),
2699 $RT::Logger->error("Couldn't create transaction: $msg") unless $val;
2702 return ( $val, $msg );
2710 MergeInto take the id of the ticket to merge this ticket into.
2716 my $ticket_id = shift;
2718 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
2719 return ( 0, $self->loc("Permission Denied") );
2722 # Load up the new ticket.
2723 my $MergeInto = RT::Ticket->new($self->CurrentUser);
2724 $MergeInto->Load($ticket_id);
2726 # make sure it exists.
2727 unless ( $MergeInto->Id ) {
2728 return ( 0, $self->loc("New ticket doesn't exist") );
2731 # Make sure the current user can modify the new ticket.
2732 unless ( $MergeInto->CurrentUserHasRight('ModifyTicket') ) {
2733 return ( 0, $self->loc("Permission Denied") );
2736 delete $MERGE_CACHE{'effective'}{ $self->id };
2737 delete @{ $MERGE_CACHE{'merged'} }{
2738 $ticket_id, $MergeInto->id, $self->id
2741 $RT::Handle->BeginTransaction();
2743 $self->_MergeInto( $MergeInto );
2745 $RT::Handle->Commit();
2747 return ( 1, $self->loc("Merge Successful") );
2752 my $MergeInto = shift;
2755 # We use EffectiveId here even though it duplicates information from
2756 # the links table becasue of the massive performance hit we'd take
2757 # by trying to do a separate database query for merge info everytime
2760 #update this ticket's effective id to the new ticket's id.
2761 my ( $id_val, $id_msg ) = $self->__Set(
2762 Field => 'EffectiveId',
2763 Value => $MergeInto->Id()
2767 $RT::Handle->Rollback();
2768 return ( 0, $self->loc("Merge failed. Couldn't set EffectiveId") );
2772 my $force_status = $self->QueueObj->Lifecycle->DefaultOnMerge;
2773 if ( $force_status && $force_status ne $self->__Value('Status') ) {
2774 my ( $status_val, $status_msg )
2775 = $self->__Set( Field => 'Status', Value => $force_status );
2777 unless ($status_val) {
2778 $RT::Handle->Rollback();
2780 "Couldn't set status to $force_status. RT's Database may be inconsistent."
2782 return ( 0, $self->loc("Merge failed. Couldn't set Status") );
2786 # update all the links that point to that old ticket
2787 my $old_links_to = RT::Links->new($self->CurrentUser);
2788 $old_links_to->Limit(FIELD => 'Target', VALUE => $self->URI);
2791 while (my $link = $old_links_to->Next) {
2792 if (exists $old_seen{$link->Base."-".$link->Type}) {
2795 elsif ($link->Base eq $MergeInto->URI) {
2798 # First, make sure the link doesn't already exist. then move it over.
2799 my $tmp = RT::Link->new(RT->SystemUser);
2800 $tmp->LoadByCols(Base => $link->Base, Type => $link->Type, LocalTarget => $MergeInto->id);
2804 $link->SetTarget($MergeInto->URI);
2805 $link->SetLocalTarget($MergeInto->id);
2807 $old_seen{$link->Base."-".$link->Type} =1;
2812 my $old_links_from = RT::Links->new($self->CurrentUser);
2813 $old_links_from->Limit(FIELD => 'Base', VALUE => $self->URI);
2815 while (my $link = $old_links_from->Next) {
2816 if (exists $old_seen{$link->Type."-".$link->Target}) {
2819 if ($link->Target eq $MergeInto->URI) {
2822 # First, make sure the link doesn't already exist. then move it over.
2823 my $tmp = RT::Link->new(RT->SystemUser);
2824 $tmp->LoadByCols(Target => $link->Target, Type => $link->Type, LocalBase => $MergeInto->id);
2828 $link->SetBase($MergeInto->URI);
2829 $link->SetLocalBase($MergeInto->id);
2830 $old_seen{$link->Type."-".$link->Target} =1;
2836 # Update time fields
2837 foreach my $type (qw(TimeEstimated TimeWorked TimeLeft)) {
2839 my $mutator = "Set$type";
2840 $MergeInto->$mutator(
2841 ( $MergeInto->$type() || 0 ) + ( $self->$type() || 0 ) );
2844 #add all of this ticket's watchers to that ticket.
2845 foreach my $watcher_type (qw(Requestors Cc AdminCc)) {
2847 my $people = $self->$watcher_type->MembersObj;
2848 my $addwatcher_type = $watcher_type;
2849 $addwatcher_type =~ s/s$//;
2851 while ( my $watcher = $people->Next ) {
2853 my ($val, $msg) = $MergeInto->_AddWatcher(
2854 Type => $addwatcher_type,
2856 PrincipalId => $watcher->MemberId
2859 $RT::Logger->debug($msg);
2865 #find all of the tickets that were merged into this ticket.
2866 my $old_mergees = RT::Tickets->new( $self->CurrentUser );
2867 $old_mergees->Limit(
2868 FIELD => 'EffectiveId',
2873 # update their EffectiveId fields to the new ticket's id
2874 while ( my $ticket = $old_mergees->Next() ) {
2875 my ( $val, $msg ) = $ticket->__Set(
2876 Field => 'EffectiveId',
2877 Value => $MergeInto->Id()
2881 #make a new link: this ticket is merged into that other ticket.
2882 $self->AddLink( Type => 'MergedInto', Target => $MergeInto->Id());
2884 $MergeInto->_SetLastUpdated;
2889 Returns list of tickets' ids that's been merged into this ticket.
2897 return @{ $MERGE_CACHE{'merged'}{ $id } }
2898 if $MERGE_CACHE{'merged'}{ $id };
2900 my $mergees = RT::Tickets->new( $self->CurrentUser );
2902 FIELD => 'EffectiveId',
2910 return @{ $MERGE_CACHE{'merged'}{ $id } ||= [] }
2911 = map $_->id, @{ $mergees->ItemsArrayRef || [] };
2920 Takes nothing and returns an RT::User object of
2928 #If this gets ACLed, we lose on a rights check in User.pm and
2929 #get deep recursion. if we need ACLs here, we need
2930 #an equiv without ACLs
2932 my $owner = RT::User->new( $self->CurrentUser );
2933 $owner->Load( $self->__Value('Owner') );
2935 #Return the owner object
2941 =head2 OwnerAsString
2943 Returns the owner's email address
2949 return ( $self->OwnerObj->EmailAddress );
2957 Takes two arguments:
2958 the Id or Name of the owner
2959 and (optionally) the type of the SetOwner Transaction. It defaults
2960 to 'Set'. 'Steal' is also a valid option.
2967 my $NewOwner = shift;
2968 my $Type = shift || "Set";
2970 $RT::Handle->BeginTransaction();
2972 $self->_SetLastUpdated(); # lock the ticket
2973 $self->Load( $self->id ); # in case $self changed while waiting for lock
2975 my $OldOwnerObj = $self->OwnerObj;
2977 my $NewOwnerObj = RT::User->new( $self->CurrentUser );
2978 $NewOwnerObj->Load( $NewOwner );
2979 unless ( $NewOwnerObj->Id ) {
2980 $RT::Handle->Rollback();
2981 return ( 0, $self->loc("That user does not exist") );
2985 # must have ModifyTicket rights
2986 # or TakeTicket/StealTicket and $NewOwner is self
2987 # see if it's a take
2988 if ( $OldOwnerObj->Id == RT->Nobody->Id ) {
2989 unless ( $self->CurrentUserHasRight('ModifyTicket')
2990 || $self->CurrentUserHasRight('TakeTicket') ) {
2991 $RT::Handle->Rollback();
2992 return ( 0, $self->loc("Permission Denied") );
2996 # see if it's a steal
2997 elsif ( $OldOwnerObj->Id != RT->Nobody->Id
2998 && $OldOwnerObj->Id != $self->CurrentUser->id ) {
3000 unless ( $self->CurrentUserHasRight('ModifyTicket')
3001 || $self->CurrentUserHasRight('StealTicket') ) {
3002 $RT::Handle->Rollback();
3003 return ( 0, $self->loc("Permission Denied") );
3007 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
3008 $RT::Handle->Rollback();
3009 return ( 0, $self->loc("Permission Denied") );
3013 # If we're not stealing and the ticket has an owner and it's not
3015 if ( $Type ne 'Steal' and $Type ne 'Force'
3016 and $OldOwnerObj->Id != RT->Nobody->Id
3017 and $OldOwnerObj->Id != $self->CurrentUser->Id )
3019 $RT::Handle->Rollback();
3020 return ( 0, $self->loc("You can only take tickets that are unowned") )
3021 if $NewOwnerObj->id == $self->CurrentUser->id;
3024 $self->loc("You can only reassign tickets that you own or that are unowned" )
3028 #If we've specified a new owner and that user can't modify the ticket
3029 elsif ( !$NewOwnerObj->HasRight( Right => 'OwnTicket', Object => $self ) ) {
3030 $RT::Handle->Rollback();
3031 return ( 0, $self->loc("That user may not own tickets in that queue") );
3034 # If the ticket has an owner and it's the new owner, we don't need
3036 elsif ( $NewOwnerObj->Id == $OldOwnerObj->Id ) {
3037 $RT::Handle->Rollback();
3038 return ( 0, $self->loc("That user already owns that ticket") );
3041 # Delete the owner in the owner group, then add a new one
3042 # TODO: is this safe? it's not how we really want the API to work
3043 # for most things, but it's fast.
3044 my ( $del_id, $del_msg );
3045 for my $owner (@{$self->OwnerGroup->MembersObj->ItemsArrayRef}) {
3046 ($del_id, $del_msg) = $owner->Delete();
3047 last unless ($del_id);
3051 $RT::Handle->Rollback();
3052 return ( 0, $self->loc("Could not change owner: [_1]", $del_msg) );
3055 my ( $add_id, $add_msg ) = $self->OwnerGroup->_AddMember(
3056 PrincipalId => $NewOwnerObj->PrincipalId,
3057 InsideTransaction => 1 );
3059 $RT::Handle->Rollback();
3060 return ( 0, $self->loc("Could not change owner: [_1]", $add_msg ) );
3063 # We call set twice with slightly different arguments, so
3064 # as to not have an SQL transaction span two RT transactions
3066 my ( $val, $msg ) = $self->_Set(
3068 RecordTransaction => 0,
3069 Value => $NewOwnerObj->Id,
3071 TransactionType => 'Set',
3072 CheckACL => 0, # don't check acl
3076 $RT::Handle->Rollback;
3077 return ( 0, $self->loc("Could not change owner: [_1]", $msg) );
3080 ($val, $msg) = $self->_NewTransaction(
3083 NewValue => $NewOwnerObj->Id,
3084 OldValue => $OldOwnerObj->Id,
3089 $msg = $self->loc( "Owner changed from [_1] to [_2]",
3090 $OldOwnerObj->Name, $NewOwnerObj->Name );
3093 $RT::Handle->Rollback();
3097 $RT::Handle->Commit();
3099 return ( $val, $msg );
3106 A convenince method to set the ticket's owner to the current user
3112 return ( $self->SetOwner( $self->CurrentUser->Id, 'Take' ) );
3119 Convenience method to set the owner to 'nobody' if the current user is the owner.
3125 return ( $self->SetOwner( RT->Nobody->UserObj->Id, 'Untake' ) );
3132 A convenience method to change the owner of the current ticket to the
3133 current user. Even if it's owned by another user.
3140 if ( $self->IsOwner( $self->CurrentUser ) ) {
3141 return ( 0, $self->loc("You already own this ticket") );
3144 return ( $self->SetOwner( $self->CurrentUser->Id, 'Steal' ) );
3154 =head2 ValidateStatus STATUS
3156 Takes a string. Returns true if that status is a valid status for this ticket.
3157 Returns false otherwise.
3161 sub ValidateStatus {
3165 #Make sure the status passed in is valid
3166 return 1 if $self->QueueObj->IsValidStatus($status);
3169 while ( my $caller = (caller($i++))[3] ) {
3170 return 1 if $caller eq 'RT::Ticket::SetQueue';
3178 =head2 SetStatus STATUS
3180 Set this ticket\'s status. STATUS can be one of: new, open, stalled, resolved, rejected or deleted.
3182 Alternatively, you can pass in a list of named parameters (Status => STATUS, Force => FORCE, SetStarted => SETSTARTED ).
3183 If FORCE is true, ignore unresolved dependencies and force a status change.
3184 if SETSTARTED is true( it's the default value), set Started to current datetime if Started
3185 is not set and the status is changed from initial to not initial.
3193 $args{Status} = shift;
3199 # this only allows us to SetStarted, not we must SetStarted.
3200 # this option was added for rtir initially
3201 $args{SetStarted} = 1 unless exists $args{SetStarted};
3204 my $lifecycle = $self->QueueObj->Lifecycle;
3206 my $new = $args{'Status'};
3207 unless ( $lifecycle->IsValid( $new ) ) {
3208 return (0, $self->loc("Status '[_1]' isn't a valid status for tickets in this queue.", $self->loc($new)));
3211 my $old = $self->__Value('Status');
3212 unless ( $lifecycle->IsTransition( $old => $new ) ) {
3213 return (0, $self->loc("You can't change status from '[_1]' to '[_2]'.", $self->loc($old), $self->loc($new)));
3216 my $check_right = $lifecycle->CheckRight( $old => $new );
3217 unless ( $self->CurrentUserHasRight( $check_right ) ) {
3218 return ( 0, $self->loc('Permission Denied') );
3221 if ( !$args{Force} && $lifecycle->IsInactive( $new ) && $self->HasUnresolvedDependencies) {
3222 return (0, $self->loc('That ticket has unresolved dependencies'));
3225 my $now = RT::Date->new( $self->CurrentUser );
3228 my $raw_started = RT::Date->new(RT->SystemUser);
3229 $raw_started->Set(Format => 'ISO', Value => $self->__Value('Started'));
3231 #If we're changing the status from new, record that we've started
3232 if ( $args{SetStarted} && $lifecycle->IsInitial($old) && !$lifecycle->IsInitial($new) && !$raw_started->Unix) {
3233 #Set the Started time to "now"
3237 RecordTransaction => 0
3241 #When we close a ticket, set the 'Resolved' attribute to now.
3242 # It's misnamed, but that's just historical.
3243 if ( $lifecycle->IsInactive($new) ) {
3245 Field => 'Resolved',
3247 RecordTransaction => 0,
3251 #Actually update the status
3252 my ($val, $msg)= $self->_Set(
3254 Value => $args{Status},
3257 TransactionType => 'Status',
3259 return ($val, $msg);
3266 Takes no arguments. Marks this ticket for garbage collection
3272 unless ( $self->QueueObj->Lifecycle->IsValid('deleted') ) {
3273 return (0, $self->loc('Delete operation is disabled by lifecycle configuration') ); #loc
3275 return ( $self->SetStatus('deleted') );
3279 =head2 SetTold ISO [TIMETAKEN]
3281 Updates the told and records a transaction
3288 $told = shift if (@_);
3289 my $timetaken = shift || 0;
3291 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
3292 return ( 0, $self->loc("Permission Denied") );
3295 my $datetold = RT::Date->new( $self->CurrentUser );
3297 $datetold->Set( Format => 'iso',
3301 $datetold->SetToNow();
3304 return ( $self->_Set( Field => 'Told',
3305 Value => $datetold->ISO,
3306 TimeTaken => $timetaken,
3307 TransactionType => 'Told' ) );
3312 Updates the told without a transaction or acl check. Useful when we're sending replies.
3319 my $now = RT::Date->new( $self->CurrentUser );
3322 #use __Set to get no ACLs ;)
3323 return ( $self->__Set( Field => 'Told',
3324 Value => $now->ISO ) );
3334 my $uid = $self->CurrentUser->id;
3335 my $attr = $self->FirstAttribute( "User-". $uid ."-SeenUpTo" );
3336 return if $attr && $attr->Content gt $self->LastUpdated;
3338 my $txns = $self->Transactions;
3339 $txns->Limit( FIELD => 'Type', VALUE => 'Comment' );
3340 $txns->Limit( FIELD => 'Type', VALUE => 'Correspond' );
3341 $txns->Limit( FIELD => 'Creator', OPERATOR => '!=', VALUE => $uid );
3345 VALUE => $attr->Content
3347 $txns->RowsPerPage(1);
3348 return $txns->First;
3352 =head2 TransactionBatch
3354 Returns an array reference of all transactions created on this ticket during
3355 this ticket object's lifetime or since last application of a batch, or undef
3358 Only works when the C<UseTransactionBatch> config option is set to true.
3362 sub TransactionBatch {
3364 return $self->{_TransactionBatch};
3367 =head2 ApplyTransactionBatch
3369 Applies scrips on the current batch of transactions and shinks it. Usually
3370 batch is applied when object is destroyed, but in some cases it's too late.
3374 sub ApplyTransactionBatch {
3377 my $batch = $self->TransactionBatch;
3378 return unless $batch && @$batch;
3380 $self->_ApplyTransactionBatch;
3382 $self->{_TransactionBatch} = [];
3385 sub _ApplyTransactionBatch {
3387 my $batch = $self->TransactionBatch;
3390 my $types = join ',', grep !$seen{$_}++, grep defined, map $_->__Value('Type'), grep defined, @{$batch};
3393 RT::Scrips->new(RT->SystemUser)->Apply(
3394 Stage => 'TransactionBatch',
3396 TransactionObj => $batch->[0],
3400 # Entry point of the rule system
3401 my $rules = RT::Ruleset->FindAllRules(
3402 Stage => 'TransactionBatch',
3404 TransactionObj => $batch->[0],
3407 RT::Ruleset->CommitRules($rules);
3413 # DESTROY methods need to localize $@, or it may unset it. This
3414 # causes $m->abort to not bubble all of the way up. See perlbug
3415 # http://rt.perl.org/rt3/Ticket/Display.html?id=17650
3418 # The following line eliminates reentrancy.
3419 # It protects against the fact that perl doesn't deal gracefully
3420 # when an object's refcount is changed in its destructor.
3421 return if $self->{_Destroyed}++;
3423 if (in_global_destruction()) {
3424 unless ($ENV{'HARNESS_ACTIVE'}) {
3425 warn "Too late to safely run transaction-batch scrips!"
3426 ." This is typically caused by using ticket objects"
3427 ." at the top-level of a script which uses the RT API."
3428 ." Be sure to explicitly undef such ticket objects,"
3429 ." or put them inside of a lexical scope.";
3434 my $batch = $self->TransactionBatch;
3435 return unless $batch && @$batch;
3437 return $self->_ApplyTransactionBatch;
3443 sub _OverlayAccessible {
3445 EffectiveId => { 'read' => 1, 'write' => 1, 'public' => 1 },
3446 Queue => { 'read' => 1, 'write' => 1 },
3447 Requestors => { 'read' => 1, 'write' => 1 },
3448 Owner => { 'read' => 1, 'write' => 1 },
3449 Subject => { 'read' => 1, 'write' => 1 },
3450 InitialPriority => { 'read' => 1, 'write' => 1 },
3451 FinalPriority => { 'read' => 1, 'write' => 1 },
3452 Priority => { 'read' => 1, 'write' => 1 },
3453 Status => { 'read' => 1, 'write' => 1 },
3454 TimeEstimated => { 'read' => 1, 'write' => 1 },
3455 TimeWorked => { 'read' => 1, 'write' => 1 },
3456 TimeLeft => { 'read' => 1, 'write' => 1 },
3457 Told => { 'read' => 1, 'write' => 1 },
3458 Resolved => { 'read' => 1 },
3459 Type => { 'read' => 1 },
3460 Starts => { 'read' => 1, 'write' => 1 },
3461 Started => { 'read' => 1, 'write' => 1 },
3462 Due => { 'read' => 1, 'write' => 1 },
3463 Creator => { 'read' => 1, 'auto' => 1 },
3464 Created => { 'read' => 1, 'auto' => 1 },
3465 LastUpdatedBy => { 'read' => 1, 'auto' => 1 },
3466 LastUpdated => { 'read' => 1, 'auto' => 1 }
3476 my %args = ( Field => undef,
3479 RecordTransaction => 1,
3482 TransactionType => 'Set',
3485 if ($args{'CheckACL'}) {
3486 unless ( $self->CurrentUserHasRight('ModifyTicket')) {
3487 return ( 0, $self->loc("Permission Denied"));
3491 unless ($args{'UpdateTicket'} || $args{'RecordTransaction'}) {
3492 $RT::Logger->error("Ticket->_Set called without a mandate to record an update or update the ticket");
3493 return(0, $self->loc("Internal Error"));
3496 #if the user is trying to modify the record
3498 #Take care of the old value we really don't want to get in an ACL loop.
3499 # so ask the super::_Value
3500 my $Old = $self->SUPER::_Value("$args{'Field'}");
3503 if ( $args{'UpdateTicket'} ) {
3506 ( $ret, $msg ) = $self->SUPER::_Set( Field => $args{'Field'},
3507 Value => $args{'Value'} );
3509 #If we can't actually set the field to the value, don't record
3510 # a transaction. instead, get out of here.
3511 return ( 0, $msg ) unless $ret;
3514 if ( $args{'RecordTransaction'} == 1 ) {
3516 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
3517 Type => $args{'TransactionType'},
3518 Field => $args{'Field'},
3519 NewValue => $args{'Value'},
3521 TimeTaken => $args{'TimeTaken'},
3523 return ( $Trans, scalar $TransObj->BriefDescription );
3526 return ( $ret, $msg );
3534 Takes the name of a table column.
3535 Returns its value as a string, if the user passes an ACL check
3544 #if the field is public, return it.
3545 if ( $self->_Accessible( $field, 'public' ) ) {
3547 #$RT::Logger->debug("Skipping ACL check for $field");
3548 return ( $self->SUPER::_Value($field) );
3552 #If the current user doesn't have ACLs, don't let em at it.
3554 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
3557 return ( $self->SUPER::_Value($field) );
3563 =head2 _UpdateTimeTaken
3565 This routine will increment the timeworked counter. it should
3566 only be called from _NewTransaction
3570 sub _UpdateTimeTaken {
3572 my $Minutes = shift;
3575 $Total = $self->SUPER::_Value("TimeWorked");
3576 $Total = ( $Total || 0 ) + ( $Minutes || 0 );
3578 Field => "TimeWorked",
3589 =head2 CurrentUserHasRight
3591 Takes the textual name of a Ticket scoped right (from RT::ACE) and returns
3592 1 if the user has that right. It returns 0 if the user doesn't have that right.
3596 sub CurrentUserHasRight {
3600 return $self->CurrentUser->PrincipalObj->HasRight(
3610 Takes a paramhash with the attributes 'Right' and 'Principal'
3611 'Right' is a ticket-scoped textual right from RT::ACE
3612 'Principal' is an RT::User object
3614 Returns 1 if the principal has the right. Returns undef if not.
3626 unless ( ( defined $args{'Principal'} ) and ( ref( $args{'Principal'} ) ) )
3628 Carp::cluck("Principal attrib undefined for Ticket::HasRight");
3629 $RT::Logger->crit("Principal attrib undefined for Ticket::HasRight");
3634 $args{'Principal'}->HasRight(
3636 Right => $args{'Right'}
3645 Return the Reminders object for this ticket. (It's an RT::Reminders object.)
3646 It isn't acutally a searchbuilder collection itself.
3653 unless ($self->{'__reminders'}) {
3654 $self->{'__reminders'} = RT::Reminders->new($self->CurrentUser);
3655 $self->{'__reminders'}->Ticket($self->id);
3657 return $self->{'__reminders'};
3666 Returns an RT::Transactions object of all transactions on this ticket
3673 my $transactions = RT::Transactions->new( $self->CurrentUser );
3675 #If the user has no rights, return an empty object
3676 if ( $self->CurrentUserHasRight('ShowTicket') ) {
3677 $transactions->LimitToTicket($self->id);
3679 # if the user may not see comments do not return them
3680 unless ( $self->CurrentUserHasRight('ShowTicketComments') ) {
3681 $transactions->Limit(
3687 $transactions->Limit(
3691 VALUE => "CommentEmailRecord",
3692 ENTRYAGGREGATOR => 'AND'
3697 $transactions->Limit(
3701 ENTRYAGGREGATOR => 'AND'
3705 return ($transactions);
3711 =head2 TransactionCustomFields
3713 Returns the custom fields that transactions on tickets will have.
3717 sub TransactionCustomFields {
3719 return $self->QueueObj->TicketTransactionCustomFields;
3724 =head2 CustomFieldValues
3726 # Do name => id mapping (if needed) before falling back to
3727 # RT::Record's CustomFieldValues
3733 sub CustomFieldValues {
3737 return $self->SUPER::CustomFieldValues( $field ) if !$field || $field =~ /^\d+$/;
3739 my $cf = RT::CustomField->new( $self->CurrentUser );
3740 $cf->SetContextObject( $self );
3741 $cf->LoadByNameAndQueue( Name => $field, Queue => $self->Queue );
3742 unless ( $cf->id ) {
3743 $cf->LoadByNameAndQueue( Name => $field, Queue => 0 );
3746 # If we didn't find a valid cfid, give up.
3747 return RT::ObjectCustomFieldValues->new( $self->CurrentUser ) unless $cf->id;
3749 return $self->SUPER::CustomFieldValues( $cf->id );
3754 =head2 CustomFieldLookupType
3756 Returns the RT::Ticket lookup type, which can be passed to
3757 RT::CustomField->Create() via the 'LookupType' hash key.
3762 sub CustomFieldLookupType {
3763 "RT::Queue-RT::Ticket";
3766 =head2 ACLEquivalenceObjects
3768 This method returns a list of objects for which a user's rights also apply
3769 to this ticket. Generally, this is only the ticket's queue, but some RT
3770 extensions may make other objects available too.
3772 This method is called from L<RT::Principal/HasRight>.
3776 sub ACLEquivalenceObjects {
3778 return $self->QueueObj;
3787 Jesse Vincent, jesse@bestpractical.com
3797 use base 'RT::Record';
3799 sub Table {'Tickets'}
3808 Returns the current value of id.
3809 (In the database, id is stored as int(11).)
3817 Returns the current value of EffectiveId.
3818 (In the database, EffectiveId is stored as int(11).)
3822 =head2 SetEffectiveId VALUE
3825 Set EffectiveId to VALUE.
3826 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
3827 (In the database, EffectiveId will be stored as a int(11).)
3835 Returns the current value of Queue.
3836 (In the database, Queue is stored as int(11).)
3840 =head2 SetQueue VALUE
3844 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
3845 (In the database, Queue will be stored as a int(11).)
3853 Returns the current value of Type.
3854 (In the database, Type is stored as varchar(16).)
3858 =head2 SetType VALUE
3862 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
3863 (In the database, Type will be stored as a varchar(16).)
3869 =head2 IssueStatement
3871 Returns the current value of IssueStatement.
3872 (In the database, IssueStatement is stored as int(11).)
3876 =head2 SetIssueStatement VALUE
3879 Set IssueStatement to VALUE.
3880 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
3881 (In the database, IssueStatement will be stored as a int(11).)
3889 Returns the current value of Resolution.
3890 (In the database, Resolution is stored as int(11).)
3894 =head2 SetResolution VALUE
3897 Set Resolution to VALUE.
3898 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
3899 (In the database, Resolution will be stored as a int(11).)
3907 Returns the current value of Owner.
3908 (In the database, Owner is stored as int(11).)
3912 =head2 SetOwner VALUE
3916 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
3917 (In the database, Owner will be stored as a int(11).)
3925 Returns the current value of Subject.
3926 (In the database, Subject is stored as varchar(200).)
3930 =head2 SetSubject VALUE
3933 Set Subject to VALUE.
3934 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
3935 (In the database, Subject will be stored as a varchar(200).)
3941 =head2 InitialPriority
3943 Returns the current value of InitialPriority.
3944 (In the database, InitialPriority is stored as int(11).)
3948 =head2 SetInitialPriority VALUE
3951 Set InitialPriority to VALUE.
3952 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
3953 (In the database, InitialPriority will be stored as a int(11).)
3959 =head2 FinalPriority
3961 Returns the current value of FinalPriority.
3962 (In the database, FinalPriority is stored as int(11).)
3966 =head2 SetFinalPriority VALUE
3969 Set FinalPriority to VALUE.
3970 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
3971 (In the database, FinalPriority will be stored as a int(11).)
3979 Returns the current value of Priority.
3980 (In the database, Priority is stored as int(11).)
3984 =head2 SetPriority VALUE
3987 Set Priority to VALUE.
3988 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
3989 (In the database, Priority will be stored as a int(11).)
3995 =head2 TimeEstimated
3997 Returns the current value of TimeEstimated.
3998 (In the database, TimeEstimated is stored as int(11).)
4002 =head2 SetTimeEstimated VALUE
4005 Set TimeEstimated to VALUE.
4006 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
4007 (In the database, TimeEstimated will be stored as a int(11).)
4015 Returns the current value of TimeWorked.
4016 (In the database, TimeWorked is stored as int(11).)
4020 =head2 SetTimeWorked VALUE
4023 Set TimeWorked to VALUE.
4024 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
4025 (In the database, TimeWorked will be stored as a int(11).)
4033 Returns the current value of Status.
4034 (In the database, Status is stored as varchar(64).)
4038 =head2 SetStatus VALUE
4041 Set Status to VALUE.
4042 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
4043 (In the database, Status will be stored as a varchar(64).)
4051 Returns the current value of TimeLeft.
4052 (In the database, TimeLeft is stored as int(11).)
4056 =head2 SetTimeLeft VALUE
4059 Set TimeLeft to VALUE.
4060 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
4061 (In the database, TimeLeft will be stored as a int(11).)
4069 Returns the current value of Told.
4070 (In the database, Told is stored as datetime.)
4074 =head2 SetTold VALUE
4078 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
4079 (In the database, Told will be stored as a datetime.)
4087 Returns the current value of Starts.
4088 (In the database, Starts is stored as datetime.)
4092 =head2 SetStarts VALUE
4095 Set Starts to VALUE.
4096 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
4097 (In the database, Starts will be stored as a datetime.)
4105 Returns the current value of Started.
4106 (In the database, Started is stored as datetime.)
4110 =head2 SetStarted VALUE
4113 Set Started to VALUE.
4114 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
4115 (In the database, Started will be stored as a datetime.)
4123 Returns the current value of Due.
4124 (In the database, Due is stored as datetime.)
4132 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
4133 (In the database, Due will be stored as a datetime.)
4141 Returns the current value of Resolved.
4142 (In the database, Resolved is stored as datetime.)
4146 =head2 SetResolved VALUE
4149 Set Resolved to VALUE.
4150 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
4151 (In the database, Resolved will be stored as a datetime.)
4157 =head2 LastUpdatedBy
4159 Returns the current value of LastUpdatedBy.
4160 (In the database, LastUpdatedBy is stored as int(11).)
4168 Returns the current value of LastUpdated.
4169 (In the database, LastUpdated is stored as datetime.)
4177 Returns the current value of Creator.
4178 (In the database, Creator is stored as int(11).)
4186 Returns the current value of Created.
4187 (In the database, Created is stored as datetime.)
4195 Returns the current value of Disabled.
4196 (In the database, Disabled is stored as smallint(6).)
4200 =head2 SetDisabled VALUE
4203 Set Disabled to VALUE.
4204 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
4205 (In the database, Disabled will be stored as a smallint(6).)
4212 sub _CoreAccessible {
4216 {read => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => ''},
4218 {read => 1, write => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4220 {read => 1, write => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4222 {read => 1, write => 1, sql_type => 12, length => 16, is_blob => 0, is_numeric => 0, type => 'varchar(16)', default => ''},
4224 {read => 1, write => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4226 {read => 1, write => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4228 {read => 1, write => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4230 {read => 1, write => 1, sql_type => 12, length => 200, is_blob => 0, is_numeric => 0, type => 'varchar(200)', default => '[no subject]'},
4232 {read => 1, write => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4234 {read => 1, write => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4236 {read => 1, write => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4238 {read => 1, write => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4240 {read => 1, write => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4242 {read => 1, write => 1, sql_type => 12, length => 64, is_blob => 0, is_numeric => 0, type => 'varchar(64)', default => ''},
4244 {read => 1, write => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4246 {read => 1, write => 1, sql_type => 11, length => 0, is_blob => 0, is_numeric => 0, type => 'datetime', default => ''},
4248 {read => 1, write => 1, sql_type => 11, length => 0, is_blob => 0, is_numeric => 0, type => 'datetime', default => ''},
4250 {read => 1, write => 1, sql_type => 11, length => 0, is_blob => 0, is_numeric => 0, type => 'datetime', default => ''},
4252 {read => 1, write => 1, sql_type => 11, length => 0, is_blob => 0, is_numeric => 0, type => 'datetime', default => ''},
4254 {read => 1, write => 1, sql_type => 11, length => 0, is_blob => 0, is_numeric => 0, type => 'datetime', default => ''},
4256 {read => 1, auto => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4258 {read => 1, auto => 1, sql_type => 11, length => 0, is_blob => 0, is_numeric => 0, type => 'datetime', default => ''},
4260 {read => 1, auto => 1, sql_type => 4, length => 11, is_blob => 0, is_numeric => 1, type => 'int(11)', default => '0'},
4262 {read => 1, auto => 1, sql_type => 11, length => 0, is_blob => 0, is_numeric => 0, type => 'datetime', default => ''},
4264 {read => 1, write => 1, sql_type => 5, length => 6, is_blob => 0, is_numeric => 1, type => 'smallint(6)', default => '0'},
4269 RT::Base->_ImportOverlays();