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54 my $ticket = new RT::Ticket($CurrentUser);
55 $ticket->Load($ticket_id);
59 This module lets you manipulate RT\'s ticket object.
71 no warnings qw(redefine);
82 use RT::URI::fsck_com_rt;
84 use RT::URI::freeside;
89 # A helper table for links mapping to make it easier
90 # to build and parse links between tickets
93 MemberOf => { Type => 'MemberOf',
95 Parents => { Type => 'MemberOf',
97 Members => { Type => 'MemberOf',
99 Children => { Type => 'MemberOf',
101 HasMember => { Type => 'MemberOf',
103 RefersTo => { Type => 'RefersTo',
105 ReferredToBy => { Type => 'RefersTo',
107 DependsOn => { Type => 'DependsOn',
109 DependedOnBy => { Type => 'DependsOn',
111 MergedInto => { Type => 'MergedInto',
119 # A helper table for links mapping to make it easier
120 # to build and parse links between tickets
123 MemberOf => { Base => 'MemberOf',
124 Target => 'HasMember', },
125 RefersTo => { Base => 'RefersTo',
126 Target => 'ReferredToBy', },
127 DependsOn => { Base => 'DependsOn',
128 Target => 'DependedOnBy', },
129 MergedInto => { Base => 'MergedInto',
130 Target => 'MergedInto', },
136 sub LINKTYPEMAP { return \%LINKTYPEMAP }
137 sub LINKDIRMAP { return \%LINKDIRMAP }
148 Takes a single argument. This can be a ticket id, ticket alias or
149 local ticket uri. If the ticket can't be loaded, returns undef.
150 Otherwise, returns the ticket id.
157 $id = '' unless defined $id;
159 # TODO: modify this routine to look at EffectiveId and
160 # do the recursive load thing. be careful to cache all
161 # the interim tickets we try so we don't loop forever.
163 # FIXME: there is no TicketBaseURI option in config
164 my $base_uri = RT->Config->Get('TicketBaseURI') || '';
165 #If it's a local URI, turn it into a ticket id
166 if ( $base_uri && $id =~ /^$base_uri(\d+)$/ ) {
170 unless ( $id =~ /^\d+$/ ) {
171 $RT::Logger->debug("Tried to load a bogus ticket id: '$id'");
175 $id = $MERGE_CACHE{'effective'}{ $id }
176 if $MERGE_CACHE{'effective'}{ $id };
178 my ($ticketid, $msg) = $self->LoadById( $id );
179 unless ( $self->Id ) {
180 $RT::Logger->debug("$self tried to load a bogus ticket: $id");
184 #If we're merged, resolve the merge.
185 if ( $self->EffectiveId && $self->EffectiveId != $self->Id ) {
187 "We found a merged ticket. "
188 . $self->id ."/". $self->EffectiveId
190 my $real_id = $self->Load( $self->EffectiveId );
191 $MERGE_CACHE{'effective'}{ $id } = $real_id;
195 #Ok. we're loaded. lets get outa here.
205 Arguments: ARGS is a hash of named parameters. Valid parameters are:
208 Queue - Either a Queue object or a Queue Name
209 Requestor - A reference to a list of email addresses or RT user Names
210 Cc - A reference to a list of email addresses or Names
211 AdminCc - A reference to a list of email addresses or Names
212 SquelchMailTo - A reference to a list of email addresses -
213 who should this ticket not mail
214 Type -- The ticket\'s type. ignore this for now
215 Owner -- This ticket\'s owner. either an RT::User object or this user\'s id
216 Subject -- A string describing the subject of the ticket
217 Priority -- an integer from 0 to 99
218 InitialPriority -- an integer from 0 to 99
219 FinalPriority -- an integer from 0 to 99
220 Status -- any valid status (Defined in RT::Queue)
221 TimeEstimated -- an integer. estimated time for this task in minutes
222 TimeWorked -- an integer. time worked so far in minutes
223 TimeLeft -- an integer. time remaining in minutes
224 Starts -- an ISO date describing the ticket\'s start date and time in GMT
225 Due -- an ISO date describing the ticket\'s due date and time in GMT
226 MIMEObj -- a MIME::Entity object with the content of the initial ticket request.
227 CustomField-<n> -- a scalar or array of values for the customfield with the id <n>
229 Ticket links can be set up during create by passing the link type as a hask key and
230 the ticket id to be linked to as a value (or a URI when linking to other objects).
231 Multiple links of the same type can be created by passing an array ref. For example:
234 DependsOn => [ 15, 22 ],
235 RefersTo => 'http://www.bestpractical.com',
237 Supported link types are C<MemberOf>, C<HasMember>, C<RefersTo>, C<ReferredToBy>,
238 C<DependsOn> and C<DependedOnBy>. Also, C<Parents> is alias for C<MemberOf> and
239 C<Members> and C<Children> are aliases for C<HasMember>.
241 Returns: TICKETID, Transaction Object, Error Message
251 EffectiveId => undef,
256 SquelchMailTo => undef,
260 InitialPriority => undef,
261 FinalPriority => undef,
272 _RecordTransaction => 1,
277 my ($ErrStr, @non_fatal_errors);
279 my $QueueObj = RT::Queue->new( $RT::SystemUser );
280 if ( ref $args{'Queue'} eq 'RT::Queue' ) {
281 $QueueObj->Load( $args{'Queue'}->Id );
283 elsif ( $args{'Queue'} ) {
284 $QueueObj->Load( $args{'Queue'} );
287 $RT::Logger->debug("'". ( $args{'Queue'} ||''). "' not a recognised queue object." );
290 #Can't create a ticket without a queue.
291 unless ( $QueueObj->Id ) {
292 $RT::Logger->debug("$self No queue given for ticket creation.");
293 return ( 0, 0, $self->loc('Could not create ticket. Queue not set') );
297 #Now that we have a queue, Check the ACLS
299 $self->CurrentUser->HasRight(
300 Right => 'CreateTicket',
307 $self->loc( "No permission to create tickets in the queue '[_1]'", $QueueObj->Name));
310 unless ( $QueueObj->IsValidStatus( $args{'Status'} ) ) {
311 return ( 0, 0, $self->loc('Invalid value for status') );
314 #Since we have a queue, we can set queue defaults
317 # If there's no queue default initial priority and it's not set, set it to 0
318 $args{'InitialPriority'} = $QueueObj->InitialPriority || 0
319 unless defined $args{'InitialPriority'};
322 # If there's no queue default final priority and it's not set, set it to 0
323 $args{'FinalPriority'} = $QueueObj->FinalPriority || 0
324 unless defined $args{'FinalPriority'};
326 # Priority may have changed from InitialPriority, for the case
327 # where we're importing tickets (eg, from an older RT version.)
328 $args{'Priority'} = $args{'InitialPriority'}
329 unless defined $args{'Priority'};
332 #TODO we should see what sort of due date we're getting, rather +
333 # than assuming it's in ISO format.
335 #Set the due date. if we didn't get fed one, use the queue default due in
336 my $Due = new RT::Date( $self->CurrentUser );
337 if ( defined $args{'Due'} ) {
338 $Due->Set( Format => 'ISO', Value => $args{'Due'} );
340 elsif ( my $due_in = $QueueObj->DefaultDueIn ) {
342 $Due->AddDays( $due_in );
345 my $Starts = new RT::Date( $self->CurrentUser );
346 if ( defined $args{'Starts'} ) {
347 $Starts->Set( Format => 'ISO', Value => $args{'Starts'} );
350 my $Started = new RT::Date( $self->CurrentUser );
351 if ( defined $args{'Started'} ) {
352 $Started->Set( Format => 'ISO', Value => $args{'Started'} );
354 elsif ( $args{'Status'} ne 'new' ) {
358 my $Resolved = new RT::Date( $self->CurrentUser );
359 if ( defined $args{'Resolved'} ) {
360 $Resolved->Set( Format => 'ISO', Value => $args{'Resolved'} );
363 #If the status is an inactive status, set the resolved date
364 elsif ( $QueueObj->IsInactiveStatus( $args{'Status'} ) )
366 $RT::Logger->debug( "Got a ". $args{'Status'}
367 ."(inactive) ticket with undefined resolved date. Setting to now."
374 # {{{ Dealing with time fields
376 $args{'TimeEstimated'} = 0 unless defined $args{'TimeEstimated'};
377 $args{'TimeWorked'} = 0 unless defined $args{'TimeWorked'};
378 $args{'TimeLeft'} = 0 unless defined $args{'TimeLeft'};
382 # {{{ Deal with setting the owner
385 if ( ref( $args{'Owner'} ) eq 'RT::User' ) {
386 if ( $args{'Owner'}->id ) {
387 $Owner = $args{'Owner'};
389 $RT::Logger->error('passed not loaded owner object');
390 push @non_fatal_errors, $self->loc("Invalid owner object");
395 #If we've been handed something else, try to load the user.
396 elsif ( $args{'Owner'} ) {
397 $Owner = RT::User->new( $self->CurrentUser );
398 $Owner->Load( $args{'Owner'} );
399 $Owner->LoadByEmail( $args{'Owner'} )
401 unless ( $Owner->Id ) {
402 push @non_fatal_errors,
403 $self->loc("Owner could not be set.") . " "
404 . $self->loc( "User '[_1]' could not be found.", $args{'Owner'} );
409 #If we have a proposed owner and they don't have the right
410 #to own a ticket, scream about it and make them not the owner
413 if ( $Owner && $Owner->Id != $RT::Nobody->Id
414 && !$Owner->HasRight( Object => $QueueObj, Right => 'OwnTicket' ) )
416 $DeferOwner = $Owner;
418 $RT::Logger->debug('going to deffer setting owner');
422 #If we haven't been handed a valid owner, make it nobody.
423 unless ( defined($Owner) && $Owner->Id ) {
424 $Owner = new RT::User( $self->CurrentUser );
425 $Owner->Load( $RT::Nobody->Id );
430 # We attempt to load or create each of the people who might have a role for this ticket
431 # _outside_ the transaction, so we don't get into ticket creation races
432 foreach my $type ( "Cc", "AdminCc", "Requestor" ) {
433 $args{ $type } = [ $args{ $type } ] unless ref $args{ $type };
434 foreach my $watcher ( splice @{ $args{$type} } ) {
435 next unless $watcher;
436 if ( $watcher =~ /^\d+$/ ) {
437 push @{ $args{$type} }, $watcher;
439 my @addresses = RT::EmailParser->ParseEmailAddress( $watcher );
440 foreach my $address( @addresses ) {
441 my $user = RT::User->new( $RT::SystemUser );
442 my ($uid, $msg) = $user->LoadOrCreateByEmail( $address );
444 push @non_fatal_errors,
445 $self->loc("Couldn't load or create user: [_1]", $msg);
447 push @{ $args{$type} }, $user->id;
454 $RT::Handle->BeginTransaction();
457 Queue => $QueueObj->Id,
459 Subject => $args{'Subject'},
460 InitialPriority => $args{'InitialPriority'},
461 FinalPriority => $args{'FinalPriority'},
462 Priority => $args{'Priority'},
463 Status => $args{'Status'},
464 TimeWorked => $args{'TimeWorked'},
465 TimeEstimated => $args{'TimeEstimated'},
466 TimeLeft => $args{'TimeLeft'},
467 Type => $args{'Type'},
468 Starts => $Starts->ISO,
469 Started => $Started->ISO,
470 Resolved => $Resolved->ISO,
474 # Parameters passed in during an import that we probably don't want to touch, otherwise
475 foreach my $attr qw(id Creator Created LastUpdated LastUpdatedBy) {
476 $params{$attr} = $args{$attr} if $args{$attr};
479 # Delete null integer parameters
481 qw(TimeWorked TimeLeft TimeEstimated InitialPriority FinalPriority)
483 delete $params{$attr}
484 unless ( exists $params{$attr} && $params{$attr} );
487 # Delete the time worked if we're counting it in the transaction
488 delete $params{'TimeWorked'} if $args{'_RecordTransaction'};
490 my ($id,$ticket_message) = $self->SUPER::Create( %params );
492 $RT::Logger->crit( "Couldn't create a ticket: " . $ticket_message );
493 $RT::Handle->Rollback();
495 $self->loc("Ticket could not be created due to an internal error")
499 #Set the ticket's effective ID now that we've created it.
500 my ( $val, $msg ) = $self->__Set(
501 Field => 'EffectiveId',
502 Value => ( $args{'EffectiveId'} || $id )
505 $RT::Logger->crit("Couldn't set EffectiveId: $msg");
506 $RT::Handle->Rollback;
508 $self->loc("Ticket could not be created due to an internal error")
512 my $create_groups_ret = $self->_CreateTicketGroups();
513 unless ($create_groups_ret) {
514 $RT::Logger->crit( "Couldn't create ticket groups for ticket "
516 . ". aborting Ticket creation." );
517 $RT::Handle->Rollback();
519 $self->loc("Ticket could not be created due to an internal error")
523 # Set the owner in the Groups table
524 # We denormalize it into the Ticket table too because doing otherwise would
525 # kill performance, bigtime. It gets kept in lockstep thanks to the magic of transactionalization
526 $self->OwnerGroup->_AddMember(
527 PrincipalId => $Owner->PrincipalId,
528 InsideTransaction => 1
529 ) unless $DeferOwner;
533 # {{{ Deal with setting up watchers
535 foreach my $type ( "Cc", "AdminCc", "Requestor" ) {
536 # we know it's an array ref
537 foreach my $watcher ( @{ $args{$type} } ) {
539 # Note that we're using AddWatcher, rather than _AddWatcher, as we
540 # actually _want_ that ACL check. Otherwise, random ticket creators
541 # could make themselves adminccs and maybe get ticket rights. that would
543 my $method = $type eq 'AdminCc'? 'AddWatcher': '_AddWatcher';
545 my ($val, $msg) = $self->$method(
547 PrincipalId => $watcher,
550 push @non_fatal_errors, $self->loc("Couldn't set [_1] watcher: [_2]", $type, $msg)
555 if ($args{'SquelchMailTo'}) {
556 my @squelch = ref( $args{'SquelchMailTo'} ) ? @{ $args{'SquelchMailTo'} }
557 : $args{'SquelchMailTo'};
558 $self->_SquelchMailTo( @squelch );
564 # {{{ Add all the custom fields
566 foreach my $arg ( keys %args ) {
567 next unless $arg =~ /^CustomField-(\d+)$/i;
571 UNIVERSAL::isa( $args{$arg} => 'ARRAY' ) ? @{ $args{$arg} } : ( $args{$arg} ) )
573 next unless defined $value && length $value;
575 # Allow passing in uploaded LargeContent etc by hash reference
576 my ($status, $msg) = $self->_AddCustomFieldValue(
577 (UNIVERSAL::isa( $value => 'HASH' )
582 RecordTransaction => 0,
584 push @non_fatal_errors, $msg unless $status;
590 # {{{ Deal with setting up links
592 # TODO: Adding link may fire scrips on other end and those scrips
593 # could create transactions on this ticket before 'Create' transaction.
595 # We should implement different schema: record 'Create' transaction,
596 # create links and only then fire create transaction's scrips.
598 # Ideal variant: add all links without firing scrips, record create
599 # transaction and only then fire scrips on the other ends of links.
603 foreach my $type ( keys %LINKTYPEMAP ) {
604 next unless ( defined $args{$type} );
606 ref( $args{$type} ) ? @{ $args{$type} } : ( $args{$type} ) )
608 # Check rights on the other end of the link if we must
609 # then run _AddLink that doesn't check for ACLs
610 if ( RT->Config->Get( 'StrictLinkACL' ) ) {
611 my ($val, $msg, $obj) = $self->__GetTicketFromURI( URI => $link );
613 push @non_fatal_errors, $msg;
616 if ( $obj && !$obj->CurrentUserHasRight('ModifyTicket') ) {
617 push @non_fatal_errors, $self->loc('Linking. Permission denied');
622 #don't show transactions for reminders
623 my $silent = ( !$args{'_RecordTransaction'}
624 || $self->Type eq 'reminder'
627 my ( $wval, $wmsg ) = $self->_AddLink(
628 Type => $LINKTYPEMAP{$type}->{'Type'},
629 $LINKTYPEMAP{$type}->{'Mode'} => $link,
631 'Silent'. ( $LINKTYPEMAP{$type}->{'Mode'} eq 'Base'? 'Target': 'Base' )
635 push @non_fatal_errors, $wmsg unless ($wval);
641 # {{{ Deal with auto-customer association
643 #unless we already have (a) customer(s)...
644 unless ( $self->Customers->Count ) {
646 #first find any requestors with emails but *without* customer targets
647 my @NoCust_Requestors =
648 grep { $_->EmailAddress && ! $_->Customers->Count }
649 @{ $self->_Requestors->UserMembersObj->ItemsArrayRef };
651 for my $Requestor (@NoCust_Requestors) {
653 #perhaps the stuff in here should be in a User method??
655 &RT::URI::freeside::email_search( email=>$Requestor->EmailAddress );
657 foreach my $custnum ( map $_->{'custnum'}, @Customers ) {
659 ## false laziness w/RT/Interface/Web_Vendor.pm
660 my @link = ( 'Type' => 'MemberOf',
661 'Target' => "freeside://freeside/cust_main/$custnum",
664 my( $val, $msg ) = $Requestor->_AddLink(@link);
665 #XXX should do something with $msg# push @non_fatal_errors, $msg;
671 #find any requestors with customer targets
673 my %cust_target = ();
676 grep { $_->Customers->Count }
677 @{ $self->_Requestors->UserMembersObj->ItemsArrayRef };
679 foreach my $Requestor ( @Requestors ) {
680 foreach my $cust_link ( @{ $Requestor->Customers->ItemsArrayRef } ) {
681 $cust_target{ $cust_link->Target } = 1;
685 #and then auto-associate this ticket with those customers
687 foreach my $cust_target ( keys %cust_target ) {
689 my @link = ( 'Type' => 'MemberOf',
690 #'Target' => "freeside://freeside/cust_main/$custnum",
691 'Target' => $cust_target,
694 my( $val, $msg ) = $self->_AddLink(@link);
695 push @non_fatal_errors, $msg;
703 # Now that we've created the ticket and set up its metadata, we can actually go and check OwnTicket on the ticket itself.
704 # This might be different than before in cases where extensions like RTIR are doing clever things with RT's ACL system
706 if (!$DeferOwner->HasRight( Object => $self, Right => 'OwnTicket')) {
708 $RT::Logger->warning( "User " . $DeferOwner->Name . "(" . $DeferOwner->id
709 . ") was proposed as a ticket owner but has no rights to own "
710 . "tickets in " . $QueueObj->Name );
711 push @non_fatal_errors, $self->loc(
712 "Owner '[_1]' does not have rights to own this ticket.",
716 $Owner = $DeferOwner;
717 $self->__Set(Field => 'Owner', Value => $Owner->id);
719 $self->OwnerGroup->_AddMember(
720 PrincipalId => $Owner->PrincipalId,
721 InsideTransaction => 1
725 #don't make a transaction or fire off any scrips for reminders either
726 if ( $args{'_RecordTransaction'} && $self->Type ne 'reminder' ) {
728 # {{{ Add a transaction for the create
729 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
731 TimeTaken => $args{'TimeWorked'},
732 MIMEObj => $args{'MIMEObj'},
733 CommitScrips => !$args{'DryRun'},
736 if ( $self->Id && $Trans ) {
738 #$TransObj->UpdateCustomFields(ARGSRef => \%args);
739 $TransObj->UpdateCustomFields(%args);
741 $RT::Logger->info( "Ticket " . $self->Id . " created in queue '" . $QueueObj->Name . "' by " . $self->CurrentUser->Name );
742 $ErrStr = $self->loc( "Ticket [_1] created in queue '[_2]'", $self->Id, $QueueObj->Name );
743 $ErrStr = join( "\n", $ErrStr, @non_fatal_errors );
746 $RT::Handle->Rollback();
748 $ErrStr = join( "\n", $ErrStr, @non_fatal_errors );
749 $RT::Logger->error("Ticket couldn't be created: $ErrStr");
750 return ( 0, 0, $self->loc( "Ticket could not be created due to an internal error"));
753 if ( $args{'DryRun'} ) {
754 $RT::Handle->Rollback();
755 return ($self->id, $TransObj, $ErrStr);
757 $RT::Handle->Commit();
758 return ( $self->Id, $TransObj->Id, $ErrStr );
764 # Not going to record a transaction
765 $RT::Handle->Commit();
766 $ErrStr = $self->loc( "Ticket [_1] created in queue '[_2]'", $self->Id, $QueueObj->Name );
767 $ErrStr = join( "\n", $ErrStr, @non_fatal_errors );
768 return ( $self->Id, 0, $ErrStr );
776 # {{{ _Parse822HeadersForAttributes Content
778 =head2 _Parse822HeadersForAttributes Content
780 Takes an RFC822 style message and parses its attributes into a hash.
784 sub _Parse822HeadersForAttributes {
789 my @lines = ( split ( /\n/, $content ) );
790 while ( defined( my $line = shift @lines ) ) {
791 if ( $line =~ /^(.*?):(?:\s+(.*))?$/ ) {
796 if ( defined( $args{$tag} ) )
797 { #if we're about to get a second value, make it an array
798 $args{$tag} = [ $args{$tag} ];
800 if ( ref( $args{$tag} ) )
801 { #If it's an array, we want to push the value
802 push @{ $args{$tag} }, $value;
804 else { #if there's nothing there, just set the value
805 $args{$tag} = $value;
807 } elsif ($line =~ /^$/) {
809 #TODO: this won't work, since "" isn't of the form "foo:value"
811 while ( defined( my $l = shift @lines ) ) {
812 push @{ $args{'content'} }, $l;
818 foreach my $date qw(due starts started resolved) {
819 my $dateobj = RT::Date->new($RT::SystemUser);
820 if ( defined ($args{$date}) and $args{$date} =~ /^\d+$/ ) {
821 $dateobj->Set( Format => 'unix', Value => $args{$date} );
824 $dateobj->Set( Format => 'unknown', Value => $args{$date} );
826 $args{$date} = $dateobj->ISO;
828 $args{'mimeobj'} = MIME::Entity->new();
829 $args{'mimeobj'}->build(
830 Type => ( $args{'contenttype'} || 'text/plain' ),
831 Data => ($args{'content'} || '')
841 =head2 Import PARAMHASH
844 Doesn\'t create a transaction.
845 Doesn\'t supply queue defaults, etc.
853 my ( $ErrStr, $QueueObj, $Owner );
857 EffectiveId => undef,
861 Owner => $RT::Nobody->Id,
862 Subject => '[no subject]',
863 InitialPriority => undef,
864 FinalPriority => undef,
875 if ( ( defined( $args{'Queue'} ) ) && ( !ref( $args{'Queue'} ) ) ) {
876 $QueueObj = RT::Queue->new($RT::SystemUser);
877 $QueueObj->Load( $args{'Queue'} );
879 #TODO error check this and return 0 if it\'s not loading properly +++
881 elsif ( ref( $args{'Queue'} ) eq 'RT::Queue' ) {
882 $QueueObj = RT::Queue->new($RT::SystemUser);
883 $QueueObj->Load( $args{'Queue'}->Id );
887 "$self " . $args{'Queue'} . " not a recognised queue object." );
890 #Can't create a ticket without a queue.
891 unless ( defined($QueueObj) and $QueueObj->Id ) {
892 $RT::Logger->debug("$self No queue given for ticket creation.");
893 return ( 0, $self->loc('Could not create ticket. Queue not set') );
896 #Now that we have a queue, Check the ACLS
898 $self->CurrentUser->HasRight(
899 Right => 'CreateTicket',
905 $self->loc("No permission to create tickets in the queue '[_1]'"
909 # {{{ Deal with setting the owner
911 # Attempt to take user object, user name or user id.
912 # Assign to nobody if lookup fails.
913 if ( defined( $args{'Owner'} ) ) {
914 if ( ref( $args{'Owner'} ) ) {
915 $Owner = $args{'Owner'};
918 $Owner = new RT::User( $self->CurrentUser );
919 $Owner->Load( $args{'Owner'} );
920 if ( !defined( $Owner->id ) ) {
921 $Owner->Load( $RT::Nobody->id );
926 #If we have a proposed owner and they don't have the right
927 #to own a ticket, scream about it and make them not the owner
930 and ( $Owner->Id != $RT::Nobody->Id )
940 $RT::Logger->warning( "$self user "
944 . "as a ticket owner but has no rights to own "
946 . $QueueObj->Name . "'" );
951 #If we haven't been handed a valid owner, make it nobody.
952 unless ( defined($Owner) ) {
953 $Owner = new RT::User( $self->CurrentUser );
954 $Owner->Load( $RT::Nobody->UserObj->Id );
959 unless ( $self->ValidateStatus( $args{'Status'} ) ) {
960 return ( 0, $self->loc("'[_1]' is an invalid value for status", $args{'Status'}) );
963 $self->{'_AccessibleCache'}{Created} = { 'read' => 1, 'write' => 1 };
964 $self->{'_AccessibleCache'}{Creator} = { 'read' => 1, 'auto' => 1 };
965 $self->{'_AccessibleCache'}{LastUpdated} = { 'read' => 1, 'write' => 1 };
966 $self->{'_AccessibleCache'}{LastUpdatedBy} = { 'read' => 1, 'auto' => 1 };
968 # If we're coming in with an id, set that now.
969 my $EffectiveId = undef;
971 $EffectiveId = $args{'id'};
975 my $id = $self->SUPER::Create(
977 EffectiveId => $EffectiveId,
978 Queue => $QueueObj->Id,
980 Subject => $args{'Subject'}, # loc
981 InitialPriority => $args{'InitialPriority'}, # loc
982 FinalPriority => $args{'FinalPriority'}, # loc
983 Priority => $args{'InitialPriority'}, # loc
984 Status => $args{'Status'}, # loc
985 TimeWorked => $args{'TimeWorked'}, # loc
986 Type => $args{'Type'}, # loc
987 Created => $args{'Created'}, # loc
988 Told => $args{'Told'}, # loc
989 LastUpdated => $args{'Updated'}, # loc
990 Resolved => $args{'Resolved'}, # loc
991 Due => $args{'Due'}, # loc
994 # If the ticket didn't have an id
995 # Set the ticket's effective ID now that we've created it.
997 $self->Load( $args{'id'} );
1001 $self->__Set( Field => 'EffectiveId', Value => $id );
1005 $self . "->Import couldn't set EffectiveId: $msg" );
1009 my $create_groups_ret = $self->_CreateTicketGroups();
1010 unless ($create_groups_ret) {
1012 "Couldn't create ticket groups for ticket " . $self->Id );
1015 $self->OwnerGroup->_AddMember( PrincipalId => $Owner->PrincipalId );
1018 foreach $watcher ( @{ $args{'Cc'} } ) {
1019 $self->_AddWatcher( Type => 'Cc', Email => $watcher, Silent => 1 );
1021 foreach $watcher ( @{ $args{'AdminCc'} } ) {
1022 $self->_AddWatcher( Type => 'AdminCc', Email => $watcher,
1025 foreach $watcher ( @{ $args{'Requestor'} } ) {
1026 $self->_AddWatcher( Type => 'Requestor', Email => $watcher,
1030 return ( $self->Id, $ErrStr );
1035 # {{{ Routines dealing with watchers.
1037 # {{{ _CreateTicketGroups
1039 =head2 _CreateTicketGroups
1041 Create the ticket groups and links for this ticket.
1042 This routine expects to be called from Ticket->Create _inside of a transaction_
1044 It will create four groups for this ticket: Requestor, Cc, AdminCc and Owner.
1046 It will return true on success and undef on failure.
1052 sub _CreateTicketGroups {
1055 my @types = qw(Requestor Owner Cc AdminCc);
1057 foreach my $type (@types) {
1058 my $type_obj = RT::Group->new($self->CurrentUser);
1059 my ($id, $msg) = $type_obj->CreateRoleGroup(Domain => 'RT::Ticket-Role',
1060 Instance => $self->Id,
1063 $RT::Logger->error("Couldn't create a ticket group of type '$type' for ticket ".
1064 $self->Id.": ".$msg);
1074 # {{{ sub OwnerGroup
1078 A constructor which returns an RT::Group object containing the owner of this ticket.
1084 my $owner_obj = RT::Group->new($self->CurrentUser);
1085 $owner_obj->LoadTicketRoleGroup( Ticket => $self->Id, Type => 'Owner');
1086 return ($owner_obj);
1092 # {{{ sub AddWatcher
1096 AddWatcher takes a parameter hash. The keys are as follows:
1098 Type One of Requestor, Cc, AdminCc
1100 PrincipalId The RT::Principal id of the user or group that's being added as a watcher
1102 Email The email address of the new watcher. If a user with this
1103 email address can't be found, a new nonprivileged user will be created.
1105 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.
1113 PrincipalId => undef,
1118 # ModifyTicket works in any case
1119 return $self->_AddWatcher( %args )
1120 if $self->CurrentUserHasRight('ModifyTicket');
1121 if ( $args{'Email'} ) {
1122 my ($addr) = RT::EmailParser->ParseEmailAddress( $args{'Email'} );
1123 return (0, $self->loc("Couldn't parse address from '[_1]' string", $args{'Email'} ))
1126 if ( lc $self->CurrentUser->UserObj->EmailAddress
1127 eq lc RT::User->CanonicalizeEmailAddress( $addr->address ) )
1129 $args{'PrincipalId'} = $self->CurrentUser->id;
1130 delete $args{'Email'};
1134 # If the watcher isn't the current user then the current user has no right
1136 unless ( $args{'PrincipalId'} && $self->CurrentUser->id == $args{'PrincipalId'} ) {
1137 return ( 0, $self->loc("Permission Denied") );
1140 # If it's an AdminCc and they don't have 'WatchAsAdminCc', bail
1141 if ( $args{'Type'} eq 'AdminCc' ) {
1142 unless ( $self->CurrentUserHasRight('WatchAsAdminCc') ) {
1143 return ( 0, $self->loc('Permission Denied') );
1147 # If it's a Requestor or Cc and they don't have 'Watch', bail
1148 elsif ( $args{'Type'} eq 'Cc' || $args{'Type'} eq 'Requestor' ) {
1149 unless ( $self->CurrentUserHasRight('Watch') ) {
1150 return ( 0, $self->loc('Permission Denied') );
1154 $RT::Logger->warning( "AddWatcher got passed a bogus type");
1155 return ( 0, $self->loc('Error in parameters to Ticket->AddWatcher') );
1158 return $self->_AddWatcher( %args );
1161 #This contains the meat of AddWatcher. but can be called from a routine like
1162 # Create, which doesn't need the additional acl check
1168 PrincipalId => undef,
1174 my $principal = RT::Principal->new($self->CurrentUser);
1175 if ($args{'Email'}) {
1176 if ( RT::EmailParser->IsRTAddress( $args{'Email'} ) ) {
1177 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'})));
1179 my $user = RT::User->new($RT::SystemUser);
1180 my ($pid, $msg) = $user->LoadOrCreateByEmail( $args{'Email'} );
1181 $args{'PrincipalId'} = $pid if $pid;
1183 if ($args{'PrincipalId'}) {
1184 $principal->Load($args{'PrincipalId'});
1185 if ( $principal->id and $principal->IsUser and my $email = $principal->Object->EmailAddress ) {
1186 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'})))
1187 if RT::EmailParser->IsRTAddress( $email );
1193 # If we can't find this watcher, we need to bail.
1194 unless ($principal->Id) {
1195 $RT::Logger->error("Could not load create a user with the email address '".$args{'Email'}. "' to add as a watcher for ticket ".$self->Id);
1196 return(0, $self->loc("Could not find or create that user"));
1200 my $group = RT::Group->new($self->CurrentUser);
1201 $group->LoadTicketRoleGroup(Type => $args{'Type'}, Ticket => $self->Id);
1202 unless ($group->id) {
1203 return(0,$self->loc("Group not found"));
1206 if ( $group->HasMember( $principal)) {
1208 return ( 0, $self->loc('That principal is already a [_1] for this ticket', $self->loc($args{'Type'})) );
1212 my ( $m_id, $m_msg ) = $group->_AddMember( PrincipalId => $principal->Id,
1213 InsideTransaction => 1 );
1215 $RT::Logger->error("Failed to add ".$principal->Id." as a member of group ".$group->Id.": ".$m_msg);
1217 return ( 0, $self->loc('Could not make that principal a [_1] for this ticket', $self->loc($args{'Type'})) );
1220 unless ( $args{'Silent'} ) {
1221 $self->_NewTransaction(
1222 Type => 'AddWatcher',
1223 NewValue => $principal->Id,
1224 Field => $args{'Type'}
1228 return ( 1, $self->loc('Added principal as a [_1] for this ticket', $self->loc($args{'Type'})) );
1234 # {{{ sub DeleteWatcher
1236 =head2 DeleteWatcher { Type => TYPE, PrincipalId => PRINCIPAL_ID, Email => EMAIL_ADDRESS }
1239 Deletes a Ticket watcher. Takes two arguments:
1241 Type (one of Requestor,Cc,AdminCc)
1245 PrincipalId (an RT::Principal Id of the watcher you want to remove)
1247 Email (the email address of an existing wathcer)
1256 my %args = ( Type => undef,
1257 PrincipalId => undef,
1261 unless ( $args{'PrincipalId'} || $args{'Email'} ) {
1262 return ( 0, $self->loc("No principal specified") );
1264 my $principal = RT::Principal->new( $self->CurrentUser );
1265 if ( $args{'PrincipalId'} ) {
1267 $principal->Load( $args{'PrincipalId'} );
1270 my $user = RT::User->new( $self->CurrentUser );
1271 $user->LoadByEmail( $args{'Email'} );
1272 $principal->Load( $user->Id );
1275 # If we can't find this watcher, we need to bail.
1276 unless ( $principal->Id ) {
1277 return ( 0, $self->loc("Could not find that principal") );
1280 my $group = RT::Group->new( $self->CurrentUser );
1281 $group->LoadTicketRoleGroup( Type => $args{'Type'}, Ticket => $self->Id );
1282 unless ( $group->id ) {
1283 return ( 0, $self->loc("Group not found") );
1287 #If the watcher we're trying to add is for the current user
1288 if ( $self->CurrentUser->PrincipalId == $principal->id ) {
1290 # If it's an AdminCc and they don't have
1291 # 'WatchAsAdminCc' or 'ModifyTicket', bail
1292 if ( $args{'Type'} eq 'AdminCc' ) {
1293 unless ( $self->CurrentUserHasRight('ModifyTicket')
1294 or $self->CurrentUserHasRight('WatchAsAdminCc') ) {
1295 return ( 0, $self->loc('Permission Denied') );
1299 # If it's a Requestor or Cc and they don't have
1300 # 'Watch' or 'ModifyTicket', bail
1301 elsif ( ( $args{'Type'} eq 'Cc' ) or ( $args{'Type'} eq 'Requestor' ) )
1303 unless ( $self->CurrentUserHasRight('ModifyTicket')
1304 or $self->CurrentUserHasRight('Watch') ) {
1305 return ( 0, $self->loc('Permission Denied') );
1309 $RT::Logger->warn("$self -> DeleteWatcher got passed a bogus type");
1311 $self->loc('Error in parameters to Ticket->DeleteWatcher') );
1315 # If the watcher isn't the current user
1316 # and the current user doesn't have 'ModifyTicket' bail
1318 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1319 return ( 0, $self->loc("Permission Denied") );
1325 # see if this user is already a watcher.
1327 unless ( $group->HasMember($principal) ) {
1329 $self->loc( 'That principal is not a [_1] for this ticket',
1333 my ( $m_id, $m_msg ) = $group->_DeleteMember( $principal->Id );
1335 $RT::Logger->error( "Failed to delete "
1337 . " as a member of group "
1343 'Could not remove that principal as a [_1] for this ticket',
1347 unless ( $args{'Silent'} ) {
1348 $self->_NewTransaction( Type => 'DelWatcher',
1349 OldValue => $principal->Id,
1350 Field => $args{'Type'} );
1354 $self->loc( "[_1] is no longer a [_2] for this ticket.",
1355 $principal->Object->Name,
1364 =head2 SquelchMailTo [EMAIL]
1366 Takes an optional email address to never email about updates to this ticket.
1369 Returns an array of the RT::Attribute objects for this ticket's 'SquelchMailTo' attributes.
1377 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1381 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1386 return $self->_SquelchMailTo(@_);
1389 sub _SquelchMailTo {
1393 $self->AddAttribute( Name => 'SquelchMailTo', Content => $attr )
1394 unless grep { $_->Content eq $attr }
1395 $self->Attributes->Named('SquelchMailTo');
1397 my @attributes = $self->Attributes->Named('SquelchMailTo');
1398 return (@attributes);
1402 =head2 UnsquelchMailTo ADDRESS
1404 Takes an address and removes it from this ticket's "SquelchMailTo" list. If an address appears multiple times, each instance is removed.
1406 Returns a tuple of (status, message)
1410 sub UnsquelchMailTo {
1413 my $address = shift;
1414 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1415 return ( 0, $self->loc("Permission Denied") );
1418 my ($val, $msg) = $self->Attributes->DeleteEntry ( Name => 'SquelchMailTo', Content => $address);
1419 return ($val, $msg);
1423 # {{{ a set of [foo]AsString subs that will return the various sorts of watchers for a ticket/queue as a comma delineated string
1425 =head2 RequestorAddresses
1427 B<Returns> String: All Ticket Requestor email addresses as a string.
1431 sub RequestorAddresses {
1434 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1438 return ( $self->Requestors->MemberEmailAddressesAsString );
1442 =head2 AdminCcAddresses
1444 returns String: All Ticket AdminCc email addresses as a string
1448 sub AdminCcAddresses {
1451 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1455 return ( $self->AdminCc->MemberEmailAddressesAsString )
1461 returns String: All Ticket Ccs as a string of email addresses
1468 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
1471 return ( $self->Cc->MemberEmailAddressesAsString);
1477 # {{{ Routines that return RT::Watchers objects of Requestors, Ccs and AdminCcs
1479 # {{{ sub Requestors
1484 Returns this ticket's Requestors as an RT::Group object
1491 my $group = RT::Group->new($self->CurrentUser);
1492 if ( $self->CurrentUserHasRight('ShowTicket') ) {
1493 $group->LoadTicketRoleGroup(Type => 'Requestor', Ticket => $self->Id);
1501 # {{{ sub _Requestors
1505 Private non-ACLed variant of Reqeustors so that we can look them up for the
1506 purposes of customer auto-association during create.
1513 my $group = RT::Group->new($RT::SystemUser);
1514 $group->LoadTicketRoleGroup(Type => 'Requestor', Ticket => $self->Id);
1525 Returns an RT::Group object which contains this ticket's Ccs.
1526 If the user doesn't have "ShowTicket" permission, returns an empty group
1533 my $group = RT::Group->new($self->CurrentUser);
1534 if ( $self->CurrentUserHasRight('ShowTicket') ) {
1535 $group->LoadTicketRoleGroup(Type => 'Cc', Ticket => $self->Id);
1548 Returns an RT::Group object which contains this ticket's AdminCcs.
1549 If the user doesn't have "ShowTicket" permission, returns an empty group
1556 my $group = RT::Group->new($self->CurrentUser);
1557 if ( $self->CurrentUserHasRight('ShowTicket') ) {
1558 $group->LoadTicketRoleGroup(Type => 'AdminCc', Ticket => $self->Id);
1568 # {{{ IsWatcher,IsRequestor,IsCc, IsAdminCc
1571 # a generic routine to be called by IsRequestor, IsCc and IsAdminCc
1573 =head2 IsWatcher { Type => TYPE, PrincipalId => PRINCIPAL_ID, Email => EMAIL }
1575 Takes a param hash with the attributes Type and either PrincipalId or Email
1577 Type is one of Requestor, Cc, AdminCc and Owner
1579 PrincipalId is an RT::Principal id, and Email is an email address.
1581 Returns true if the specified principal (or the one corresponding to the
1582 specified address) is a member of the group Type for this ticket.
1584 XX TODO: This should be Memoized.
1591 my %args = ( Type => 'Requestor',
1592 PrincipalId => undef,
1597 # Load the relevant group.
1598 my $group = RT::Group->new($self->CurrentUser);
1599 $group->LoadTicketRoleGroup(Type => $args{'Type'}, Ticket => $self->id);
1601 # Find the relevant principal.
1602 if (!$args{PrincipalId} && $args{Email}) {
1603 # Look up the specified user.
1604 my $user = RT::User->new($self->CurrentUser);
1605 $user->LoadByEmail($args{Email});
1607 $args{PrincipalId} = $user->PrincipalId;
1610 # A non-existent user can't be a group member.
1615 # Ask if it has the member in question
1616 return $group->HasMember( $args{'PrincipalId'} );
1621 # {{{ sub IsRequestor
1623 =head2 IsRequestor PRINCIPAL_ID
1625 Takes an L<RT::Principal> id.
1627 Returns true if the principal is a requestor of the current ticket.
1635 return ( $self->IsWatcher( Type => 'Requestor', PrincipalId => $person ) );
1643 =head2 IsCc PRINCIPAL_ID
1645 Takes an RT::Principal id.
1646 Returns true if the principal is a Cc of the current ticket.
1655 return ( $self->IsWatcher( Type => 'Cc', PrincipalId => $cc ) );
1663 =head2 IsAdminCc PRINCIPAL_ID
1665 Takes an RT::Principal id.
1666 Returns true if the principal is an AdminCc of the current ticket.
1674 return ( $self->IsWatcher( Type => 'AdminCc', PrincipalId => $person ) );
1684 Takes an RT::User object. Returns true if that user is this ticket's owner.
1685 returns undef otherwise
1693 # no ACL check since this is used in acl decisions
1694 # unless ($self->CurrentUserHasRight('ShowTicket')) {
1698 #Tickets won't yet have owners when they're being created.
1699 unless ( $self->OwnerObj->id ) {
1703 if ( $person->id == $self->OwnerObj->id ) {
1718 =head2 TransactionAddresses
1720 Returns a composite hashref of the results of L<RT::Transaction/Addresses> for
1721 all this ticket's Create, Comment or Correspond transactions. The keys are
1722 stringified email addresses. Each value is an L<Email::Address> object.
1724 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.
1729 sub TransactionAddresses {
1731 my $txns = $self->Transactions;
1734 foreach my $type (qw(Create Comment Correspond)) {
1735 $txns->Limit(FIELD => 'Type', OPERATOR => '=', VALUE => $type , ENTRYAGGREGATOR => 'OR', CASESENSITIVE => 1);
1738 while (my $txn = $txns->Next) {
1739 my $txnaddrs = $txn->Addresses;
1740 foreach my $addrlist ( values %$txnaddrs ) {
1741 foreach my $addr (@$addrlist) {
1742 # Skip addresses without a phrase (things that are just raw addresses) if we have a phrase
1743 next if ($addresses{$addr->address} && $addresses{$addr->address}->phrase && not $addr->phrase);
1744 # skips "comment-only" addresses
1745 next unless ($addr->address);
1746 $addresses{$addr->address} = $addr;
1758 # {{{ Routines dealing with queues
1760 # {{{ sub ValidateQueue
1767 $RT::Logger->warning( " RT:::Queue::ValidateQueue called with a null value. this isn't ok.");
1771 my $QueueObj = RT::Queue->new( $self->CurrentUser );
1772 my $id = $QueueObj->Load($Value);
1788 my $NewQueue = shift;
1790 #Redundant. ACL gets checked in _Set;
1791 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1792 return ( 0, $self->loc("Permission Denied") );
1795 my $NewQueueObj = RT::Queue->new( $self->CurrentUser );
1796 $NewQueueObj->Load($NewQueue);
1798 unless ( $NewQueueObj->Id() ) {
1799 return ( 0, $self->loc("That queue does not exist") );
1802 if ( $NewQueueObj->Id == $self->QueueObj->Id ) {
1803 return ( 0, $self->loc('That is the same value') );
1806 $self->CurrentUser->HasRight(
1807 Right => 'CreateTicket',
1808 Object => $NewQueueObj
1812 return ( 0, $self->loc("You may not create requests in that queue.") );
1816 $self->OwnerObj->HasRight(
1817 Right => 'OwnTicket',
1818 Object => $NewQueueObj
1822 my $clone = RT::Ticket->new( $RT::SystemUser );
1823 $clone->Load( $self->Id );
1824 unless ( $clone->Id ) {
1825 return ( 0, $self->loc("Couldn't load copy of ticket #[_1].", $self->Id) );
1827 my ($status, $msg) = $clone->SetOwner( $RT::Nobody->Id, 'Force' );
1828 $RT::Logger->error("Couldn't set owner on queue change: $msg") unless $status;
1831 my ($status, $msg) = $self->_Set( Field => 'Queue', Value => $NewQueueObj->Id() );
1834 # On queue change, change queue for reminders too
1835 my $reminder_collection = $self->Reminders->Collection;
1836 while ( my $reminder = $reminder_collection->Next ) {
1837 my ($status, $msg) = $reminder->SetQueue($NewQueue);
1838 $RT::Logger->error('Queue change failed for reminder #' . $reminder->Id . ': ' . $msg) unless $status;
1842 return ($status, $msg);
1851 Takes nothing. returns this ticket's queue object
1858 my $queue_obj = RT::Queue->new( $self->CurrentUser );
1860 #We call __Value so that we can avoid the ACL decision and some deep recursion
1861 my ($result) = $queue_obj->Load( $self->__Value('Queue') );
1862 return ($queue_obj);
1869 # {{{ Date printing routines
1875 Returns an RT::Date object containing this ticket's due date
1882 my $time = new RT::Date( $self->CurrentUser );
1884 # -1 is RT::Date slang for never
1885 if ( my $due = $self->Due ) {
1886 $time->Set( Format => 'sql', Value => $due );
1889 $time->Set( Format => 'unix', Value => -1 );
1897 # {{{ sub DueAsString
1901 Returns this ticket's due date as a human readable string
1907 return $self->DueObj->AsString();
1912 # {{{ sub ResolvedObj
1916 Returns an RT::Date object of this ticket's 'resolved' time.
1923 my $time = new RT::Date( $self->CurrentUser );
1924 $time->Set( Format => 'sql', Value => $self->Resolved );
1930 # {{{ sub SetStarted
1934 Takes a date in ISO format or undef
1935 Returns a transaction id and a message
1936 The client calls "Start" to note that the project was started on the date in $date.
1937 A null date means "now"
1943 my $time = shift || 0;
1945 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
1946 return ( 0, $self->loc("Permission Denied") );
1949 #We create a date object to catch date weirdness
1950 my $time_obj = new RT::Date( $self->CurrentUser() );
1952 $time_obj->Set( Format => 'ISO', Value => $time );
1955 $time_obj->SetToNow();
1958 #Now that we're starting, open this ticket
1959 #TODO do we really want to force this as policy? it should be a scrip
1961 #We need $TicketAsSystem, in case the current user doesn't have
1964 my $TicketAsSystem = new RT::Ticket($RT::SystemUser);
1965 $TicketAsSystem->Load( $self->Id );
1966 if ( $TicketAsSystem->Status eq 'new' ) {
1967 $TicketAsSystem->Open();
1970 return ( $self->_Set( Field => 'Started', Value => $time_obj->ISO ) );
1976 # {{{ sub StartedObj
1980 Returns an RT::Date object which contains this ticket's
1988 my $time = new RT::Date( $self->CurrentUser );
1989 $time->Set( Format => 'sql', Value => $self->Started );
1999 Returns an RT::Date object which contains this ticket's
2007 my $time = new RT::Date( $self->CurrentUser );
2008 $time->Set( Format => 'sql', Value => $self->Starts );
2018 Returns an RT::Date object which contains this ticket's
2026 my $time = new RT::Date( $self->CurrentUser );
2027 $time->Set( Format => 'sql', Value => $self->Told );
2033 # {{{ sub ToldAsString
2037 A convenience method that returns ToldObj->AsString
2039 TODO: This should be deprecated
2045 if ( $self->Told ) {
2046 return $self->ToldObj->AsString();
2055 # {{{ sub TimeWorkedAsString
2057 =head2 TimeWorkedAsString
2059 Returns the amount of time worked on this ticket as a Text String
2063 sub TimeWorkedAsString {
2065 my $value = $self->TimeWorked;
2067 # return the # of minutes worked turned into seconds and written as
2068 # a simple text string, this is not really a date object, but if we
2069 # diff a number of seconds vs the epoch, we'll get a nice description
2071 return "" unless $value;
2072 return RT::Date->new( $self->CurrentUser )
2073 ->DurationAsString( $value * 60 );
2078 # {{{ sub TimeLeftAsString
2080 =head2 TimeLeftAsString
2082 Returns the amount of time left on this ticket as a Text String
2086 sub TimeLeftAsString {
2088 my $value = $self->TimeLeft;
2089 return "" unless $value;
2090 return RT::Date->new( $self->CurrentUser )
2091 ->DurationAsString( $value * 60 );
2096 # {{{ Routines dealing with correspondence/comments
2102 Comment on this ticket.
2103 Takes a hash with the following attributes:
2104 If MIMEObj is undefined, Content will be used to build a MIME::Entity for this
2107 MIMEObj, TimeTaken, CcMessageTo, BccMessageTo, Content, DryRun
2109 If DryRun is defined, this update WILL NOT BE RECORDED. Scrips will not be committed.
2110 They will, however, be prepared and you'll be able to access them through the TransactionObj
2112 Returns: Transaction id, Error Message, Transaction Object
2113 (note the different order from Create()!)
2120 my %args = ( CcMessageTo => undef,
2121 BccMessageTo => undef,
2128 unless ( ( $self->CurrentUserHasRight('CommentOnTicket') )
2129 or ( $self->CurrentUserHasRight('ModifyTicket') ) ) {
2130 return ( 0, $self->loc("Permission Denied"), undef );
2132 $args{'NoteType'} = 'Comment';
2134 if ($args{'DryRun'}) {
2135 $RT::Handle->BeginTransaction();
2136 $args{'CommitScrips'} = 0;
2139 my @results = $self->_RecordNote(%args);
2140 if ($args{'DryRun'}) {
2141 $RT::Handle->Rollback();
2148 # {{{ sub Correspond
2152 Correspond on this ticket.
2153 Takes a hashref with the following attributes:
2156 MIMEObj, TimeTaken, CcMessageTo, BccMessageTo, Content, DryRun
2158 if there's no MIMEObj, Content is used to build a MIME::Entity object
2160 If DryRun is defined, this update WILL NOT BE RECORDED. Scrips will not be committed.
2161 They will, however, be prepared and you'll be able to access them through the TransactionObj
2163 Returns: Transaction id, Error Message, Transaction Object
2164 (note the different order from Create()!)
2171 my %args = ( CcMessageTo => undef,
2172 BccMessageTo => undef,
2178 unless ( ( $self->CurrentUserHasRight('ReplyToTicket') )
2179 or ( $self->CurrentUserHasRight('ModifyTicket') ) ) {
2180 return ( 0, $self->loc("Permission Denied"), undef );
2183 $args{'NoteType'} = 'Correspond';
2184 if ($args{'DryRun'}) {
2185 $RT::Handle->BeginTransaction();
2186 $args{'CommitScrips'} = 0;
2189 my @results = $self->_RecordNote(%args);
2191 #Set the last told date to now if this isn't mail from the requestor.
2192 #TODO: Note that this will wrongly ack mail from any non-requestor as a "told"
2193 $self->_SetTold unless ( $self->IsRequestor($self->CurrentUser->id));
2195 if ($args{'DryRun'}) {
2196 $RT::Handle->Rollback();
2205 # {{{ sub _RecordNote
2209 the meat of both comment and correspond.
2211 Performs no access control checks. hence, dangerous.
2218 CcMessageTo => undef,
2219 BccMessageTo => undef,
2224 NoteType => 'Correspond',
2231 unless ( $args{'MIMEObj'} || $args{'Content'} ) {
2232 return ( 0, $self->loc("No message attached"), undef );
2235 unless ( $args{'MIMEObj'} ) {
2236 $args{'MIMEObj'} = MIME::Entity->build(
2237 Data => ( ref $args{'Content'}? $args{'Content'}: [ $args{'Content'} ] )
2241 # convert text parts into utf-8
2242 RT::I18N::SetMIMEEntityToUTF8( $args{'MIMEObj'} );
2244 # If we've been passed in CcMessageTo and BccMessageTo fields,
2245 # add them to the mime object for passing on to the transaction handler
2246 # The "NotifyOtherRecipients" scripAction will look for RT-Send-Cc: and
2247 # RT-Send-Bcc: headers
2250 foreach my $type (qw/Cc Bcc/) {
2251 if ( defined $args{ $type . 'MessageTo' } ) {
2253 my $addresses = join ', ', (
2254 map { RT::User->CanonicalizeEmailAddress( $_->address ) }
2255 Email::Address->parse( $args{ $type . 'MessageTo' } ) );
2256 $args{'MIMEObj'}->head->add( 'RT-Send-' . $type, Encode::encode_utf8( $addresses ) );
2260 foreach my $argument (qw(Encrypt Sign)) {
2261 $args{'MIMEObj'}->head->add(
2262 "X-RT-$argument" => Encode::encode_utf8( $args{ $argument } )
2263 ) if defined $args{ $argument };
2266 # If this is from an external source, we need to come up with its
2267 # internal Message-ID now, so all emails sent because of this
2268 # message have a common Message-ID
2269 my $org = RT->Config->Get('Organization');
2270 my $msgid = $args{'MIMEObj'}->head->get('Message-ID');
2271 unless (defined $msgid && $msgid =~ /<(rt-.*?-\d+-\d+)\.(\d+-0-0)\@\Q$org\E>/) {
2272 $args{'MIMEObj'}->head->set(
2273 'RT-Message-ID' => RT::Interface::Email::GenMessageId( Ticket => $self )
2277 #Record the correspondence (write the transaction)
2278 my ( $Trans, $msg, $TransObj ) = $self->_NewTransaction(
2279 Type => $args{'NoteType'},
2280 Data => ( $args{'MIMEObj'}->head->get('subject') || 'No Subject' ),
2281 TimeTaken => $args{'TimeTaken'},
2282 MIMEObj => $args{'MIMEObj'},
2283 CommitScrips => $args{'CommitScrips'},
2284 CustomFields => $args{'CustomFields'},
2288 $RT::Logger->err("$self couldn't init a transaction $msg");
2289 return ( $Trans, $self->loc("Message could not be recorded"), undef );
2292 return ( $Trans, $self->loc("Message recorded"), $TransObj );
2304 #TODO: Field isn't the right thing here. but I ahave no idea what mnemonic ---
2307 my $type = shift || "";
2309 my $cache_key = "$field$type";
2310 return $self->{ $cache_key } if $self->{ $cache_key };
2312 my $links = $self->{ $cache_key }
2313 = RT::Links->new( $self->CurrentUser );
2314 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
2315 $links->Limit( FIELD => 'id', VALUE => 0 );
2319 # without this you will also get RT::User(s) instead of tickets!
2320 if ($field == 'Base' and $type == 'MemberOf') {
2321 my $rtname = RT->Config->Get('rtname');
2324 OPERATOR => 'STARTSWITH',
2325 VALUE => "fsck.com-rt://$rtname/ticket/",
2329 # Maybe this ticket is a merge ticket
2330 my $limit_on = 'Local'. $field;
2331 # at least to myself
2335 ENTRYAGGREGATOR => 'OR',
2340 ENTRYAGGREGATOR => 'OR',
2341 ) foreach $self->Merged;
2352 # {{{ sub DeleteLink
2356 Delete a link. takes a paramhash of Base, Target, Type, Silent,
2357 SilentBase and SilentTarget. Either Base or Target must be null.
2358 The null value will be replaced with this ticket\'s id.
2360 If Silent is true then no transaction would be recorded, in other
2361 case you can control creation of transactions on both base and
2362 target with SilentBase and SilentTarget respectively. By default
2363 both transactions are created.
2374 SilentBase => undef,
2375 SilentTarget => undef,
2379 unless ( $args{'Target'} || $args{'Base'} ) {
2380 $RT::Logger->error("Base or Target must be specified");
2381 return ( 0, $self->loc('Either base or target must be specified') );
2386 $right++ if $self->CurrentUserHasRight('ModifyTicket');
2387 if ( !$right && RT->Config->Get( 'StrictLinkACL' ) ) {
2388 return ( 0, $self->loc("Permission Denied") );
2391 # If the other URI is an RT::Ticket, we want to make sure the user
2392 # can modify it too...
2393 my ($status, $msg, $other_ticket) = $self->__GetTicketFromURI( URI => $args{'Target'} || $args{'Base'} );
2394 return (0, $msg) unless $status;
2395 if ( !$other_ticket || $other_ticket->CurrentUserHasRight('ModifyTicket') ) {
2398 if ( ( !RT->Config->Get( 'StrictLinkACL' ) && $right == 0 ) ||
2399 ( RT->Config->Get( 'StrictLinkACL' ) && $right < 2 ) )
2401 return ( 0, $self->loc("Permission Denied") );
2404 my ($val, $Msg) = $self->SUPER::_DeleteLink(%args);
2405 return ( 0, $Msg ) unless $val;
2407 return ( $val, $Msg ) if $args{'Silent'};
2409 my ($direction, $remote_link);
2411 if ( $args{'Base'} ) {
2412 $remote_link = $args{'Base'};
2413 $direction = 'Target';
2415 elsif ( $args{'Target'} ) {
2416 $remote_link = $args{'Target'};
2417 $direction = 'Base';
2420 my $remote_uri = RT::URI->new( $self->CurrentUser );
2421 $remote_uri->FromURI( $remote_link );
2423 unless ( $args{ 'Silent'. $direction } ) {
2424 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
2425 Type => 'DeleteLink',
2426 Field => $LINKDIRMAP{$args{'Type'}}->{$direction},
2427 OldValue => $remote_uri->URI || $remote_link,
2430 $RT::Logger->error("Couldn't create transaction: $Msg") unless $Trans;
2433 if ( !$args{ 'Silent'. ( $direction eq 'Target'? 'Base': 'Target' ) } && $remote_uri->IsLocal ) {
2434 my $OtherObj = $remote_uri->Object;
2435 my ( $val, $Msg ) = $OtherObj->_NewTransaction(
2436 Type => 'DeleteLink',
2437 Field => $direction eq 'Target' ? $LINKDIRMAP{$args{'Type'}}->{Base}
2438 : $LINKDIRMAP{$args{'Type'}}->{Target},
2439 OldValue => $self->URI,
2440 ActivateScrips => !RT->Config->Get('LinkTransactionsRun1Scrip'),
2443 $RT::Logger->error("Couldn't create transaction: $Msg") unless $val;
2446 return ( $val, $Msg );
2455 Takes a paramhash of Type and one of Base or Target. Adds that link to this ticket.
2457 If Silent is true then no transaction would be recorded, in other
2458 case you can control creation of transactions on both base and
2459 target with SilentBase and SilentTarget respectively. By default
2460 both transactions are created.
2466 my %args = ( Target => '',
2470 SilentBase => undef,
2471 SilentTarget => undef,
2474 unless ( $args{'Target'} || $args{'Base'} ) {
2475 $RT::Logger->error("Base or Target must be specified");
2476 return ( 0, $self->loc('Either base or target must be specified') );
2480 $right++ if $self->CurrentUserHasRight('ModifyTicket');
2481 if ( !$right && RT->Config->Get( 'StrictLinkACL' ) ) {
2482 return ( 0, $self->loc("Permission Denied") );
2485 # If the other URI is an RT::Ticket, we want to make sure the user
2486 # can modify it too...
2487 my ($status, $msg, $other_ticket) = $self->__GetTicketFromURI( URI => $args{'Target'} || $args{'Base'} );
2488 return (0, $msg) unless $status;
2489 if ( !$other_ticket || $other_ticket->CurrentUserHasRight('ModifyTicket') ) {
2492 if ( ( !RT->Config->Get( 'StrictLinkACL' ) && $right == 0 ) ||
2493 ( RT->Config->Get( 'StrictLinkACL' ) && $right < 2 ) )
2495 return ( 0, $self->loc("Permission Denied") );
2498 return $self->_AddLink(%args);
2501 sub __GetTicketFromURI {
2503 my %args = ( URI => '', @_ );
2505 # If the other URI is an RT::Ticket, we want to make sure the user
2506 # can modify it too...
2507 my $uri_obj = RT::URI->new( $self->CurrentUser );
2508 $uri_obj->FromURI( $args{'URI'} );
2510 unless ( $uri_obj->Resolver && $uri_obj->Scheme ) {
2511 my $msg = $self->loc( "Couldn't resolve '[_1]' into a URI.", $args{'URI'} );
2512 $RT::Logger->warning( $msg );
2515 my $obj = $uri_obj->Resolver->Object;
2516 unless ( UNIVERSAL::isa($obj, 'RT::Ticket') && $obj->id ) {
2517 return (1, 'Found not a ticket', undef);
2519 return (1, 'Found ticket', $obj);
2524 Private non-acled variant of AddLink so that links can be added during create.
2530 my %args = ( Target => '',
2534 SilentBase => undef,
2535 SilentTarget => undef,
2538 my ($val, $msg, $exist) = $self->SUPER::_AddLink(%args);
2539 return ($val, $msg) if !$val || $exist;
2540 return ($val, $msg) if $args{'Silent'};
2542 my ($direction, $remote_link);
2543 if ( $args{'Target'} ) {
2544 $remote_link = $args{'Target'};
2545 $direction = 'Base';
2546 } elsif ( $args{'Base'} ) {
2547 $remote_link = $args{'Base'};
2548 $direction = 'Target';
2551 my $remote_uri = RT::URI->new( $self->CurrentUser );
2552 $remote_uri->FromURI( $remote_link );
2554 unless ( $args{ 'Silent'. $direction } ) {
2555 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
2557 Field => $LINKDIRMAP{$args{'Type'}}->{$direction},
2558 NewValue => $remote_uri->URI || $remote_link,
2561 $RT::Logger->error("Couldn't create transaction: $Msg") unless $Trans;
2564 if ( !$args{ 'Silent'. ( $direction eq 'Target'? 'Base': 'Target' ) } && $remote_uri->IsLocal ) {
2565 my $OtherObj = $remote_uri->Object;
2566 my ( $val, $msg ) = $OtherObj->_NewTransaction(
2568 Field => $direction eq 'Target' ? $LINKDIRMAP{$args{'Type'}}->{Base}
2569 : $LINKDIRMAP{$args{'Type'}}->{Target},
2570 NewValue => $self->URI,
2571 ActivateScrips => !RT->Config->Get('LinkTransactionsRun1Scrip'),
2574 $RT::Logger->error("Couldn't create transaction: $msg") unless $val;
2577 return ( $val, $msg );
2587 MergeInto take the id of the ticket to merge this ticket into.
2593 my $ticket_id = shift;
2595 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
2596 return ( 0, $self->loc("Permission Denied") );
2599 # Load up the new ticket.
2600 my $MergeInto = RT::Ticket->new($self->CurrentUser);
2601 $MergeInto->Load($ticket_id);
2603 # make sure it exists.
2604 unless ( $MergeInto->Id ) {
2605 return ( 0, $self->loc("New ticket doesn't exist") );
2608 # Make sure the current user can modify the new ticket.
2609 unless ( $MergeInto->CurrentUserHasRight('ModifyTicket') ) {
2610 return ( 0, $self->loc("Permission Denied") );
2613 delete $MERGE_CACHE{'effective'}{ $self->id };
2614 delete @{ $MERGE_CACHE{'merged'} }{
2615 $ticket_id, $MergeInto->id, $self->id
2618 $RT::Handle->BeginTransaction();
2620 # We use EffectiveId here even though it duplicates information from
2621 # the links table becasue of the massive performance hit we'd take
2622 # by trying to do a separate database query for merge info everytime
2625 #update this ticket's effective id to the new ticket's id.
2626 my ( $id_val, $id_msg ) = $self->__Set(
2627 Field => 'EffectiveId',
2628 Value => $MergeInto->Id()
2632 $RT::Handle->Rollback();
2633 return ( 0, $self->loc("Merge failed. Couldn't set EffectiveId") );
2637 if ( $self->__Value('Status') ne 'resolved' ) {
2639 my ( $status_val, $status_msg )
2640 = $self->__Set( Field => 'Status', Value => 'resolved' );
2642 unless ($status_val) {
2643 $RT::Handle->Rollback();
2646 "[_1] couldn't set status to resolved. RT's Database may be inconsistent.",
2650 return ( 0, $self->loc("Merge failed. Couldn't set Status") );
2654 # update all the links that point to that old ticket
2655 my $old_links_to = RT::Links->new($self->CurrentUser);
2656 $old_links_to->Limit(FIELD => 'Target', VALUE => $self->URI);
2659 while (my $link = $old_links_to->Next) {
2660 if (exists $old_seen{$link->Base."-".$link->Type}) {
2663 elsif ($link->Base eq $MergeInto->URI) {
2666 # First, make sure the link doesn't already exist. then move it over.
2667 my $tmp = RT::Link->new($RT::SystemUser);
2668 $tmp->LoadByCols(Base => $link->Base, Type => $link->Type, LocalTarget => $MergeInto->id);
2672 $link->SetTarget($MergeInto->URI);
2673 $link->SetLocalTarget($MergeInto->id);
2675 $old_seen{$link->Base."-".$link->Type} =1;
2680 my $old_links_from = RT::Links->new($self->CurrentUser);
2681 $old_links_from->Limit(FIELD => 'Base', VALUE => $self->URI);
2683 while (my $link = $old_links_from->Next) {
2684 if (exists $old_seen{$link->Type."-".$link->Target}) {
2687 if ($link->Target eq $MergeInto->URI) {
2690 # First, make sure the link doesn't already exist. then move it over.
2691 my $tmp = RT::Link->new($RT::SystemUser);
2692 $tmp->LoadByCols(Target => $link->Target, Type => $link->Type, LocalBase => $MergeInto->id);
2696 $link->SetBase($MergeInto->URI);
2697 $link->SetLocalBase($MergeInto->id);
2698 $old_seen{$link->Type."-".$link->Target} =1;
2704 # Update time fields
2705 foreach my $type qw(TimeEstimated TimeWorked TimeLeft) {
2707 my $mutator = "Set$type";
2708 $MergeInto->$mutator(
2709 ( $MergeInto->$type() || 0 ) + ( $self->$type() || 0 ) );
2712 #add all of this ticket's watchers to that ticket.
2713 foreach my $watcher_type qw(Requestors Cc AdminCc) {
2715 my $people = $self->$watcher_type->MembersObj;
2716 my $addwatcher_type = $watcher_type;
2717 $addwatcher_type =~ s/s$//;
2719 while ( my $watcher = $people->Next ) {
2721 my ($val, $msg) = $MergeInto->_AddWatcher(
2722 Type => $addwatcher_type,
2724 PrincipalId => $watcher->MemberId
2727 $RT::Logger->warning($msg);
2733 #find all of the tickets that were merged into this ticket.
2734 my $old_mergees = new RT::Tickets( $self->CurrentUser );
2735 $old_mergees->Limit(
2736 FIELD => 'EffectiveId',
2741 # update their EffectiveId fields to the new ticket's id
2742 while ( my $ticket = $old_mergees->Next() ) {
2743 my ( $val, $msg ) = $ticket->__Set(
2744 Field => 'EffectiveId',
2745 Value => $MergeInto->Id()
2749 #make a new link: this ticket is merged into that other ticket.
2750 $self->AddLink( Type => 'MergedInto', Target => $MergeInto->Id());
2752 $MergeInto->_SetLastUpdated;
2754 $RT::Handle->Commit();
2755 return ( 1, $self->loc("Merge Successful") );
2760 Returns list of tickets' ids that's been merged into this ticket.
2768 return @{ $MERGE_CACHE{'merged'}{ $id } }
2769 if $MERGE_CACHE{'merged'}{ $id };
2771 my $mergees = RT::Tickets->new( $self->CurrentUser );
2773 FIELD => 'EffectiveId',
2781 return @{ $MERGE_CACHE{'merged'}{ $id } ||= [] }
2782 = map $_->id, @{ $mergees->ItemsArrayRef || [] };
2789 # {{{ Routines dealing with ownership
2795 Takes nothing and returns an RT::User object of
2803 #If this gets ACLed, we lose on a rights check in User.pm and
2804 #get deep recursion. if we need ACLs here, we need
2805 #an equiv without ACLs
2807 my $owner = new RT::User( $self->CurrentUser );
2808 $owner->Load( $self->__Value('Owner') );
2810 #Return the owner object
2816 # {{{ sub OwnerAsString
2818 =head2 OwnerAsString
2820 Returns the owner's email address
2826 return ( $self->OwnerObj->EmailAddress );
2836 Takes two arguments:
2837 the Id or Name of the owner
2838 and (optionally) the type of the SetOwner Transaction. It defaults
2839 to 'Give'. 'Steal' is also a valid option.
2846 my $NewOwner = shift;
2847 my $Type = shift || "Give";
2849 $RT::Handle->BeginTransaction();
2851 $self->_SetLastUpdated(); # lock the ticket
2852 $self->Load( $self->id ); # in case $self changed while waiting for lock
2854 my $OldOwnerObj = $self->OwnerObj;
2856 my $NewOwnerObj = RT::User->new( $self->CurrentUser );
2857 $NewOwnerObj->Load( $NewOwner );
2858 unless ( $NewOwnerObj->Id ) {
2859 $RT::Handle->Rollback();
2860 return ( 0, $self->loc("That user does not exist") );
2864 # must have ModifyTicket rights
2865 # or TakeTicket/StealTicket and $NewOwner is self
2866 # see if it's a take
2867 if ( $OldOwnerObj->Id == $RT::Nobody->Id ) {
2868 unless ( $self->CurrentUserHasRight('ModifyTicket')
2869 || $self->CurrentUserHasRight('TakeTicket') ) {
2870 $RT::Handle->Rollback();
2871 return ( 0, $self->loc("Permission Denied") );
2875 # see if it's a steal
2876 elsif ( $OldOwnerObj->Id != $RT::Nobody->Id
2877 && $OldOwnerObj->Id != $self->CurrentUser->id ) {
2879 unless ( $self->CurrentUserHasRight('ModifyTicket')
2880 || $self->CurrentUserHasRight('StealTicket') ) {
2881 $RT::Handle->Rollback();
2882 return ( 0, $self->loc("Permission Denied") );
2886 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
2887 $RT::Handle->Rollback();
2888 return ( 0, $self->loc("Permission Denied") );
2892 # If we're not stealing and the ticket has an owner and it's not
2894 if ( $Type ne 'Steal' and $Type ne 'Force'
2895 and $OldOwnerObj->Id != $RT::Nobody->Id
2896 and $OldOwnerObj->Id != $self->CurrentUser->Id )
2898 $RT::Handle->Rollback();
2899 return ( 0, $self->loc("You can only take tickets that are unowned") )
2900 if $NewOwnerObj->id == $self->CurrentUser->id;
2903 $self->loc("You can only reassign tickets that you own or that are unowned" )
2907 #If we've specified a new owner and that user can't modify the ticket
2908 elsif ( !$NewOwnerObj->HasRight( Right => 'OwnTicket', Object => $self ) ) {
2909 $RT::Handle->Rollback();
2910 return ( 0, $self->loc("That user may not own tickets in that queue") );
2913 # If the ticket has an owner and it's the new owner, we don't need
2915 elsif ( $NewOwnerObj->Id == $OldOwnerObj->Id ) {
2916 $RT::Handle->Rollback();
2917 return ( 0, $self->loc("That user already owns that ticket") );
2920 # Delete the owner in the owner group, then add a new one
2921 # TODO: is this safe? it's not how we really want the API to work
2922 # for most things, but it's fast.
2923 my ( $del_id, $del_msg );
2924 for my $owner (@{$self->OwnerGroup->MembersObj->ItemsArrayRef}) {
2925 ($del_id, $del_msg) = $owner->Delete();
2926 last unless ($del_id);
2930 $RT::Handle->Rollback();
2931 return ( 0, $self->loc("Could not change owner: [_1]", $del_msg) );
2934 my ( $add_id, $add_msg ) = $self->OwnerGroup->_AddMember(
2935 PrincipalId => $NewOwnerObj->PrincipalId,
2936 InsideTransaction => 1 );
2938 $RT::Handle->Rollback();
2939 return ( 0, $self->loc("Could not change owner: [_1]", $add_msg ) );
2942 # We call set twice with slightly different arguments, so
2943 # as to not have an SQL transaction span two RT transactions
2945 my ( $val, $msg ) = $self->_Set(
2947 RecordTransaction => 0,
2948 Value => $NewOwnerObj->Id,
2950 TransactionType => $Type,
2951 CheckACL => 0, # don't check acl
2955 $RT::Handle->Rollback;
2956 return ( 0, $self->loc("Could not change owner: [_1]", $msg) );
2959 ($val, $msg) = $self->_NewTransaction(
2962 NewValue => $NewOwnerObj->Id,
2963 OldValue => $OldOwnerObj->Id,
2968 $msg = $self->loc( "Owner changed from [_1] to [_2]",
2969 $OldOwnerObj->Name, $NewOwnerObj->Name );
2972 $RT::Handle->Rollback();
2976 $RT::Handle->Commit();
2978 return ( $val, $msg );
2987 A convenince method to set the ticket's owner to the current user
2993 return ( $self->SetOwner( $self->CurrentUser->Id, 'Take' ) );
3002 Convenience method to set the owner to 'nobody' if the current user is the owner.
3008 return ( $self->SetOwner( $RT::Nobody->UserObj->Id, 'Untake' ) );
3017 A convenience method to change the owner of the current ticket to the
3018 current user. Even if it's owned by another user.
3025 if ( $self->IsOwner( $self->CurrentUser ) ) {
3026 return ( 0, $self->loc("You already own this ticket") );
3029 return ( $self->SetOwner( $self->CurrentUser->Id, 'Steal' ) );
3039 # {{{ Routines dealing with status
3041 # {{{ sub ValidateStatus
3043 =head2 ValidateStatus STATUS
3045 Takes a string. Returns true if that status is a valid status for this ticket.
3046 Returns false otherwise.
3050 sub ValidateStatus {
3054 #Make sure the status passed in is valid
3055 unless ( $self->QueueObj->IsValidStatus($status) ) {
3067 =head2 SetStatus STATUS
3069 Set this ticket\'s status. STATUS can be one of: new, open, stalled, resolved, rejected or deleted.
3071 Alternatively, you can pass in a list of named parameters (Status => STATUS, Force => FORCE). If FORCE is true, ignore unresolved dependencies and force a status change.
3082 $args{Status} = shift;
3089 if ( $args{Status} eq 'deleted') {
3090 unless ($self->CurrentUserHasRight('DeleteTicket')) {
3091 return ( 0, $self->loc('Permission Denied') );
3094 unless ($self->CurrentUserHasRight('ModifyTicket')) {
3095 return ( 0, $self->loc('Permission Denied') );
3099 if (!$args{Force} && ($args{'Status'} eq 'resolved') && $self->HasUnresolvedDependencies) {
3100 return (0, $self->loc('That ticket has unresolved dependencies'));
3103 my $now = RT::Date->new( $self->CurrentUser );
3106 #If we're changing the status from new, record that we've started
3107 if ( $self->Status eq 'new' && $args{Status} ne 'new' ) {
3109 #Set the Started time to "now"
3110 $self->_Set( Field => 'Started',
3112 RecordTransaction => 0 );
3115 #When we close a ticket, set the 'Resolved' attribute to now.
3116 # It's misnamed, but that's just historical.
3117 if ( $self->QueueObj->IsInactiveStatus($args{Status}) ) {
3118 $self->_Set( Field => 'Resolved',
3120 RecordTransaction => 0 );
3123 #Actually update the status
3124 my ($val, $msg)= $self->_Set( Field => 'Status',
3125 Value => $args{Status},
3128 TransactionType => 'Status' );
3139 Takes no arguments. Marks this ticket for garbage collection
3145 return ( $self->SetStatus('deleted') );
3147 # TODO: garbage collection
3156 Sets this ticket's status to stalled
3162 return ( $self->SetStatus('stalled') );
3171 Sets this ticket's status to rejected
3177 return ( $self->SetStatus('rejected') );
3186 Sets this ticket\'s status to Open
3192 return ( $self->SetStatus('open') );
3201 Sets this ticket\'s status to Resolved
3207 return ( $self->SetStatus('resolved') );
3215 # {{{ Actions + Routines dealing with transactions
3217 # {{{ sub SetTold and _SetTold
3219 =head2 SetTold ISO [TIMETAKEN]
3221 Updates the told and records a transaction
3228 $told = shift if (@_);
3229 my $timetaken = shift || 0;
3231 unless ( $self->CurrentUserHasRight('ModifyTicket') ) {
3232 return ( 0, $self->loc("Permission Denied") );
3235 my $datetold = new RT::Date( $self->CurrentUser );
3237 $datetold->Set( Format => 'iso',
3241 $datetold->SetToNow();
3244 return ( $self->_Set( Field => 'Told',
3245 Value => $datetold->ISO,
3246 TimeTaken => $timetaken,
3247 TransactionType => 'Told' ) );
3252 Updates the told without a transaction or acl check. Useful when we're sending replies.
3259 my $now = new RT::Date( $self->CurrentUser );
3262 #use __Set to get no ACLs ;)
3263 return ( $self->__Set( Field => 'Told',
3264 Value => $now->ISO ) );
3274 my $uid = $self->CurrentUser->id;
3275 my $attr = $self->FirstAttribute( "User-". $uid ."-SeenUpTo" );
3276 return if $attr && $attr->Content gt $self->LastUpdated;
3278 my $txns = $self->Transactions;
3279 $txns->Limit( FIELD => 'Type', VALUE => 'Comment' );
3280 $txns->Limit( FIELD => 'Type', VALUE => 'Correspond' );
3281 $txns->Limit( FIELD => 'Creator', OPERATOR => '!=', VALUE => $uid );
3285 VALUE => $attr->Content
3287 $txns->RowsPerPage(1);
3288 return $txns->First;
3293 =head2 TransactionBatch
3295 Returns an array reference of all transactions created on this ticket during
3296 this ticket object's lifetime or since last application of a batch, or undef
3299 Only works when the C<UseTransactionBatch> config option is set to true.
3303 sub TransactionBatch {
3305 return $self->{_TransactionBatch};
3308 =head2 ApplyTransactionBatch
3310 Applies scrips on the current batch of transactions and shinks it. Usually
3311 batch is applied when object is destroyed, but in some cases it's too late.
3315 sub ApplyTransactionBatch {
3318 my $batch = $self->TransactionBatch;
3319 return unless $batch && @$batch;
3321 $self->_ApplyTransactionBatch;
3323 $self->{_TransactionBatch} = [];
3326 sub _ApplyTransactionBatch {
3328 my $batch = $self->TransactionBatch;
3331 my $types = join ',', grep !$seen{$_}++, grep defined, map $_->Type, grep defined, @{$batch};
3334 RT::Scrips->new($RT::SystemUser)->Apply(
3335 Stage => 'TransactionBatch',
3337 TransactionObj => $batch->[0],
3341 # Entry point of the rule system
3342 my $rules = RT::Ruleset->FindAllRules(
3343 Stage => 'TransactionBatch',
3345 TransactionObj => $batch->[0],
3348 RT::Ruleset->CommitRules($rules);
3354 # DESTROY methods need to localize $@, or it may unset it. This
3355 # causes $m->abort to not bubble all of the way up. See perlbug
3356 # http://rt.perl.org/rt3/Ticket/Display.html?id=17650
3359 # The following line eliminates reentrancy.
3360 # It protects against the fact that perl doesn't deal gracefully
3361 # when an object's refcount is changed in its destructor.
3362 return if $self->{_Destroyed}++;
3364 my $batch = $self->TransactionBatch;
3365 return unless $batch && @$batch;
3367 return $self->_ApplyTransactionBatch;
3372 # {{{ PRIVATE UTILITY METHODS. Mostly needed so Ticket can be a DBIx::Record
3374 # {{{ sub _OverlayAccessible
3376 sub _OverlayAccessible {
3378 EffectiveId => { 'read' => 1, 'write' => 1, 'public' => 1 },
3379 Queue => { 'read' => 1, 'write' => 1 },
3380 Requestors => { 'read' => 1, 'write' => 1 },
3381 Owner => { 'read' => 1, 'write' => 1 },
3382 Subject => { 'read' => 1, 'write' => 1 },
3383 InitialPriority => { 'read' => 1, 'write' => 1 },
3384 FinalPriority => { 'read' => 1, 'write' => 1 },
3385 Priority => { 'read' => 1, 'write' => 1 },
3386 Status => { 'read' => 1, 'write' => 1 },
3387 TimeEstimated => { 'read' => 1, 'write' => 1 },
3388 TimeWorked => { 'read' => 1, 'write' => 1 },
3389 TimeLeft => { 'read' => 1, 'write' => 1 },
3390 Told => { 'read' => 1, 'write' => 1 },
3391 Resolved => { 'read' => 1 },
3392 Type => { 'read' => 1 },
3393 Starts => { 'read' => 1, 'write' => 1 },
3394 Started => { 'read' => 1, 'write' => 1 },
3395 Due => { 'read' => 1, 'write' => 1 },
3396 Creator => { 'read' => 1, 'auto' => 1 },
3397 Created => { 'read' => 1, 'auto' => 1 },
3398 LastUpdatedBy => { 'read' => 1, 'auto' => 1 },
3399 LastUpdated => { 'read' => 1, 'auto' => 1 }
3411 my %args = ( Field => undef,
3414 RecordTransaction => 1,
3417 TransactionType => 'Set',
3420 if ($args{'CheckACL'}) {
3421 unless ( $self->CurrentUserHasRight('ModifyTicket')) {
3422 return ( 0, $self->loc("Permission Denied"));
3426 unless ($args{'UpdateTicket'} || $args{'RecordTransaction'}) {
3427 $RT::Logger->error("Ticket->_Set called without a mandate to record an update or update the ticket");
3428 return(0, $self->loc("Internal Error"));
3431 #if the user is trying to modify the record
3433 #Take care of the old value we really don't want to get in an ACL loop.
3434 # so ask the super::_Value
3435 my $Old = $self->SUPER::_Value("$args{'Field'}");
3438 if ( $args{'UpdateTicket'} ) {
3441 ( $ret, $msg ) = $self->SUPER::_Set( Field => $args{'Field'},
3442 Value => $args{'Value'} );
3444 #If we can't actually set the field to the value, don't record
3445 # a transaction. instead, get out of here.
3446 return ( 0, $msg ) unless $ret;
3449 if ( $args{'RecordTransaction'} == 1 ) {
3451 my ( $Trans, $Msg, $TransObj ) = $self->_NewTransaction(
3452 Type => $args{'TransactionType'},
3453 Field => $args{'Field'},
3454 NewValue => $args{'Value'},
3456 TimeTaken => $args{'TimeTaken'},
3458 return ( $Trans, scalar $TransObj->BriefDescription );
3461 return ( $ret, $msg );
3471 Takes the name of a table column.
3472 Returns its value as a string, if the user passes an ACL check
3481 #if the field is public, return it.
3482 if ( $self->_Accessible( $field, 'public' ) ) {
3484 #$RT::Logger->debug("Skipping ACL check for $field");
3485 return ( $self->SUPER::_Value($field) );
3489 #If the current user doesn't have ACLs, don't let em at it.
3491 unless ( $self->CurrentUserHasRight('ShowTicket') ) {
3494 return ( $self->SUPER::_Value($field) );
3500 # {{{ sub _UpdateTimeTaken
3502 =head2 _UpdateTimeTaken
3504 This routine will increment the timeworked counter. it should
3505 only be called from _NewTransaction
3509 sub _UpdateTimeTaken {
3511 my $Minutes = shift;
3514 $Total = $self->SUPER::_Value("TimeWorked");
3515 $Total = ( $Total || 0 ) + ( $Minutes || 0 );
3517 Field => "TimeWorked",
3528 # {{{ Routines dealing with ACCESS CONTROL
3530 # {{{ sub CurrentUserHasRight
3532 =head2 CurrentUserHasRight
3534 Takes the textual name of a Ticket scoped right (from RT::ACE) and returns
3535 1 if the user has that right. It returns 0 if the user doesn't have that right.
3539 sub CurrentUserHasRight {
3543 return $self->CurrentUser->PrincipalObj->HasRight(
3555 Takes a paramhash with the attributes 'Right' and 'Principal'
3556 'Right' is a ticket-scoped textual right from RT::ACE
3557 'Principal' is an RT::User object
3559 Returns 1 if the principal has the right. Returns undef if not.
3571 unless ( ( defined $args{'Principal'} ) and ( ref( $args{'Principal'} ) ) )
3573 Carp::cluck("Principal attrib undefined for Ticket::HasRight");
3574 $RT::Logger->crit("Principal attrib undefined for Ticket::HasRight");
3579 $args{'Principal'}->HasRight(
3581 Right => $args{'Right'}
3592 Return the Reminders object for this ticket. (It's an RT::Reminders object.)
3593 It isn't acutally a searchbuilder collection itself.
3600 unless ($self->{'__reminders'}) {
3601 $self->{'__reminders'} = RT::Reminders->new($self->CurrentUser);
3602 $self->{'__reminders'}->Ticket($self->id);
3604 return $self->{'__reminders'};
3610 # {{{ sub Transactions
3614 Returns an RT::Transactions object of all transactions on this ticket
3621 my $transactions = RT::Transactions->new( $self->CurrentUser );
3623 #If the user has no rights, return an empty object
3624 if ( $self->CurrentUserHasRight('ShowTicket') ) {
3625 $transactions->LimitToTicket($self->id);
3627 # if the user may not see comments do not return them
3628 unless ( $self->CurrentUserHasRight('ShowTicketComments') ) {
3629 $transactions->Limit(
3635 $transactions->Limit(
3639 VALUE => "CommentEmailRecord",
3640 ENTRYAGGREGATOR => 'AND'
3645 $transactions->Limit(
3649 ENTRYAGGREGATOR => 'AND'
3653 return ($transactions);
3659 # {{{ TransactionCustomFields
3661 =head2 TransactionCustomFields
3663 Returns the custom fields that transactions on tickets will have.
3667 sub TransactionCustomFields {
3669 return $self->QueueObj->TicketTransactionCustomFields;
3674 # {{{ sub CustomFieldValues
3676 =head2 CustomFieldValues
3678 # Do name => id mapping (if needed) before falling back to
3679 # RT::Record's CustomFieldValues
3685 sub CustomFieldValues {
3689 return $self->SUPER::CustomFieldValues( $field ) if !$field || $field =~ /^\d+$/;
3691 my $cf = RT::CustomField->new( $self->CurrentUser );
3692 $cf->SetContextObject( $self );
3693 $cf->LoadByNameAndQueue( Name => $field, Queue => $self->Queue );
3694 unless ( $cf->id ) {
3695 $cf->LoadByNameAndQueue( Name => $field, Queue => 0 );
3698 # If we didn't find a valid cfid, give up.
3699 return RT::ObjectCustomFieldValues->new( $self->CurrentUser ) unless $cf->id;
3701 return $self->SUPER::CustomFieldValues( $cf->id );
3706 # {{{ sub CustomFieldLookupType
3708 =head2 CustomFieldLookupType
3710 Returns the RT::Ticket lookup type, which can be passed to
3711 RT::CustomField->Create() via the 'LookupType' hash key.
3717 sub CustomFieldLookupType {
3718 "RT::Queue-RT::Ticket";
3721 =head2 ACLEquivalenceObjects
3723 This method returns a list of objects for which a user's rights also apply
3724 to this ticket. Generally, this is only the ticket's queue, but some RT
3725 extensions may make other objects available too.
3727 This method is called from L<RT::Principal/HasRight>.
3731 sub ACLEquivalenceObjects {
3733 return $self->QueueObj;
3742 Jesse Vincent, jesse@bestpractical.com