package FS::TicketSystem::RT_External;
use strict;
-use vars qw( $conf $default_queueid
- $priority_field $priority_field_queue $field );
-use FS::UID;
-
-install_callback FS::UID sub {
- my $conf = new FS::Conf;
+use vars qw( $DEBUG $me $conf $dbh $default_queueid $external_url
+ $priority_reverse
+ $priority_field $priority_field_queue $field
+ );
+use URI::Escape;
+use FS::UID qw(dbh);
+use FS::Record qw(qsearchs);
+use FS::cust_main;
+use Carp qw(cluck);
+use FS::DBI;
+
+$me = '[FS::TicketSystem::RT_External]';
+$DEBUG = 0;
+
+FS::UID->install_callback( sub {
+ $conf = new FS::Conf;
$default_queueid = $conf->config('ticket_system-default_queueid');
+ $priority_reverse = $conf->exists('ticket_system-priority_reverse');
$priority_field =
$conf->config('ticket_system-custom_priority_field');
if ( $priority_field ) {
$priority_field_queue =
$conf->config('ticket_system-custom_priority_field_queue');
+
$field = $priority_field_queue
? $priority_field_queue. '.%7B'. $priority_field. '%7D'
: $priority_field;
$priority_field_queue = '';
$field = '';
}
-};
-sub num_customer_tickets {
- my( $self, $custnum, $priority, $dbh ) = @_;
+ $external_url = '';
+ $dbh = dbh;
+ if ($conf->config('ticket_system') eq 'RT_External') {
+ my ($datasrc, $user, $pass) = $conf->config('ticket_system-rt_external_datasrc');
+ $dbh = FS::DBI->connect($datasrc, $user, $pass, { 'ChopBlanks' => 1 })
+ or die "RT_External FS::DBI->connect error: $FS::DBI::errstr\n";
- #$dbh ||= create one from some config options
+ $external_url = $conf->config('ticket_system-rt_external_url');
+ }
+
+ #kludge... should *use* the id... but good enough for now
+ if ( $priority_field_queue =~ /^(\d+)$/ ) {
+ my $id = $1;
+ my $sql = 'SELECT Name FROM Queues WHERE Id = ?';
+ my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
+ $sth->execute($id) or die $sth->errstr. " executing $sql";
+
+ $priority_field_queue = $sth->fetchrow_arrayref->[0];
+
+ }
+
+} );
+
+sub num_customer_tickets {
+ my( $self, $custnum, $priority ) = @_;
my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
- my $sql = "select count(*) $from_sql";
+ my $sql = "SELECT COUNT(*) $from_sql";
+ warn "$me $sql (@param)" if $DEBUG;
my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
$sth->execute(@param) or die $sth->errstr. " executing $sql";
}
sub customer_tickets {
- my( $self, $custnum, $limit, $priority, $dbh ) = @_;
+ my( $self, $custnum, $limit, $priority ) = @_;
$limit ||= 0;
- #$dbh ||= create one from some config options
-
my( $from_sql, @param) = $self->_from_customer( $custnum, $priority );
- my $sql = "select tickets.*, queues.name".
- ( length($priority) ? ", ticketcustomfieldvalues.content" : '' ).
- " $from_sql order by priority desc limit $limit";
+ my $sql = "
+ SELECT Tickets.*,
+ Queues.Name AS Queue,
+ Users.Name AS Owner,
+ position(Tickets.Status in 'newopenstalledresolvedrejecteddeleted')
+ AS svalue
+ ". ( length($priority) ? ", ObjectCustomFieldValues.Content" : '' )."
+ $from_sql
+ ORDER BY svalue,
+ Priority ". ( $priority_reverse ? 'ASC' : 'DESC' ). ",
+ id DESC
+ LIMIT $limit
+ ";
+ warn "$me $sql (@param)" if $DEBUG;
my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
$sth->execute(@param) or die $sth->errstr. "executing $sql";
}
+sub service_tickets {
+ warn "service_tickets not available with RT_External.\n";
+ return;
+}
+
+sub comments_on_tickets {
+ my ($self, $custnum, $limit, $time ) = @_;
+ $limit ||= 0;
+
+ my( $from_sql, @param) = $self->_from_customer( $custnum );
+ my $sql = qq{
+ SELECT transactions.*, Attachments.content, Tickets.subject
+ FROM transactions
+ JOIN Attachments ON( Attachments.transactionid = transactions.id )
+ JOIN Tickets ON ( Tickets.id = transactions.objectid )
+ JOIN Links ON ( Tickets.id = Links.LocalBase
+ AND Links.Base LIKE '%/ticket/' || Tickets.id )
+
+
+ WHERE ( Status = 'new' OR Status = 'open' OR Status = 'stalled' )
+ AND Target = 'freeside://freeside/cust_main/$custnum'
+ AND transactions.type = 'Comment'
+ AND transactions.created >= (SELECT TIMESTAMP WITH TIME ZONE 'epoch' + $time * INTERVAL '1 second')
+ LIMIT $limit
+ };
+ cluck $sql if $DEBUG > 0;
+ #AND created >
+ $dbh->selectall_arrayref( $sql, { Slice => {} } ) or die $dbh->errstr . " $sql";
+}
+
sub _from_customer {
my( $self, $custnum, $priority ) = @_;
my $where = '';
if ( defined($priority) ) {
- my $queue_sql = " customfields.queue = ( select id from queues
- where queues.name = ? )
- or ( ? = '' and customfields.queue = 0 )";
+ my $queue_sql = " ObjectCustomFields.ObjectId = ( SELECT id FROM Queues
+ WHERE Queues.Name = ? )
+ OR ( ? = '' AND ObjectCustomFields.ObjectId = 0 )";
+
+ my $customfield_sql =
+ "customfield = (
+ SELECT CustomFields.Id FROM CustomFields
+ JOIN ObjectCustomFields
+ ON ( CustomFields.id = ObjectCustomFields.CustomField )
+ WHERE LookupType = 'RT::Queue-RT::Ticket'
+ AND Name = ?
+ AND ( $queue_sql )
+ )";
+
+ push @param, $priority_field,
+ $priority_field_queue,
+ $priority_field_queue;
if ( length($priority) ) {
#$where = "
# )
# )
#";
- push @param, $priority;
+ unshift @param, $priority;
- $join = "join TicketCustomFieldValues
- on ( tickets.id = TicketCustomFieldValues.ticket )";
+ $join = "JOIN ObjectCustomFieldValues
+ ON ( Tickets.id = ObjectCustomFieldValues.ObjectId )";
- $where = "and content = ?
- and customfield = ( select id from customfields
- where name = ?
- and ( $queue_sql )
- )
- ";
+ $where = " AND Content = ?
+ AND ObjectCustomFieldValues.Disabled != 1
+ AND ObjectType = 'RT::Ticket'
+ AND $customfield_sql";
+
} else {
- $where =
- "and 0 = ( select count(*) from TicketCustomFieldValues
- where ticket = tickets.id
- and customfield = ( select id from customfields
- where name = ?
- and ( $queue_sql )
- )
- )
+
+ $where = " AND NOT EXISTS ( SELECT 1 FROM ObjectCustomFieldValues
+ WHERE ObjectId = Tickets.id
+ AND ObjectType = 'RT::Ticket'
+ AND $customfield_sql
+ )
";
}
- push @param, $priority_field,
- $priority_field_queue,
- $priority_field_queue;
+
}
my $sql = "
- from tickets
- join queues on ( tickets.queue = queues.id )
- join links on ( tickets.id = links.localbase )
- $join
- where ( status = 'new' or status = 'open' or status = 'stalled' )
- and target = 'freeside://freeside/cust_main/$custnum'
- $where
+ FROM Tickets
+ JOIN Queues ON ( Tickets.Queue = Queues.id )
+ JOIN Users ON ( Tickets.Owner = Users.id )
+ JOIN Links ON ( Tickets.id = Links.LocalBase
+ AND Links.Base LIKE '%/ticket/' || Tickets.id )
+ $join
+
+ WHERE ( ". join(' OR ', map "Status = '$_'", $self->statuses ). " )
+ AND Target = 'freeside://freeside/cust_main/$custnum'
+ $where
";
( $sql, @param );
}
+sub statuses {
+ #my $self = shift;
+ my @statuses = grep { ! /^\s*$/ } $conf->config('cust_main-ticket_statuses');
+ @statuses = (qw( new open stalled )) unless scalar(@statuses);
+ @statuses;
+}
+
sub href_customer_tickets {
- my( $self, $custnum, $priority ) = @_;
+ my($self, $custnum) = (shift, shift);
+ if ( $custnum =~ /^(\d+)$/ ) {
+ return $self->href_search_tickets("MemberOf = 'freeside://freeside/cust_main/$1'");
+ }
+ warn "bad custnum $custnum"; return '';
+}
+sub href_service_tickets {
+ warn "service_tickets not available with RT_External.\n";
+ '';
+}
+
+sub href_search_tickets {
+ my( $self, $where ) = ( shift, shift );
+ my( $priority, @statuses);
+ if ( ref($_[0]) ) {
+ my $opt = shift;
+ $priority = $opt->{'priority'};
+ @statuses = $opt->{'statuses'} ? @{$opt->{'statuses'}} : $self->statuses;
+ } else {
+ $priority = shift;
+ @statuses = $self->statuses;
+ }
+
+ #my $href = $self->baseurl;
+
+ #i snarfed this from an RT bookmarked search, then unescaped (some of) it with
+ #perl -npe 's/%([0-9A-F]{2})/pack('C', hex($1))/eg;'
+
+ #$href .=
my $href =
- 'Search/Results.html?Order=ASC&Query=%20MemberOf%20%3D%20%27freeside%3A%2F%2Ffreeside%2Fcust_main%2F'.
- $custnum.
- '%27%20%20AND%20%28%20Status%20%3D%20%27open%27%20%20OR%20Status%20%3D%20%27new%27%20%20OR%20Status%20%3D%20%27stalled%27%20%29%20'
+ "Search/Results.html?Order=ASC&".
+ "Query= $where" .
+ #MemberOf = 'freeside://freeside/cust_main/$custnum' ".
+ " AND ( ". join(' OR ', map "Status = '$_'", @statuses ). " ) "
;
- if ( $priority && $field && $priority_field_queue ) {
- $href .= 'AND%20Queue%20%3D%20%27'. $priority_field_queue. '%27%20';
+ if ( defined($priority) && $field && $priority_field_queue ) {
+ $href .= " AND Queue = '$priority_field_queue' ";
}
- if ( $priority && $field ) {
- $href .= '%20AND%20%27CF.'. $field. '%27%20%3D%20%27'. $priority. '%27%20';
+ if ( defined($priority) && $field ) {
+ $href .= " AND 'CF.$field' ";
+ if ( $priority ) {
+ $href .= "= '$priority' ";
+ } else {
+ $href .= "IS 'NULL' "; #this is "RTQL", not SQL
+ }
}
- $href .= '&Rows=100'.
+ #$href =
+ uri_escape($href);
+ #eventually should unescape all of it...
+
+ $href .= '&RowsPerPage=50'.
'&OrderBy=id&Page=1'.
- '&Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Ffreeside%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%20%0A%27%3Cb%3E%3Ca%20href%3D%22%2Ffreeside%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%20%0A%27__Status__%27%2C%20';
+ '&Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22'.
+ $self->baseurl.
+ 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%20%0A%27%3Cb%3E%3Ca%20href%3D%22'.
+ $self->baseurl.
+ 'Ticket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%20%0A%27__Status__%27%2C%20';
- if ( $priority && $field ) {
+ if ( defined($priority) && $field ) {
$href .= '%0A%27__CustomField.'. $field. '__%2FTITLE%3ASeverity%27%2C%20';
}
$href .= '%0A%27__QueueName__%27%2C%20%0A%27__OwnerName__%27%2C%20%0A%27__Priority__%27%2C%20%0A%27__NEWLINE__%27%2C%20%0A%27%27%2C%20%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__CreatedRelative__%3C%2Fsmall%3E%27%2C';
- if ( $priority && $field ) {
+ if ( defined($priority) && $field ) {
$href .= '%20%0A%27__-__%27%2C';
}
$href .= '%20%0A%27%3Csmall%3E__ToldRelative__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__LastUpdatedRelative__%3C%2Fsmall%3E%27%2C%20%0A%27%3Csmall%3E__TimeLeft__%3C%2Fsmall%3E%27';
- $href;
+ #$href =
+ #uri_escape($href);
+
+ $self->baseurl. $href;
+
}
+sub href_params_new_ticket {
+ # my( $self, $custnum_or_cust_main, $requestors ) = @_;
+ # no longer takes $custnum--it must be an object
+ my ( $self, $object, $requestors ) = @_;
+ my $cust_main; # for default requestors
+ if ( $object->isa('FS::cust_main') ) {
+ $cust_main = $object;
+ }
+ elsif ( $object->isa('FS::svc_Common') ) {
+ $object = $object->cust_svc;
+ $cust_main = $object->cust_pkg->cust_main if ( $object->cust_pkg );
+ }
+ elsif ( $object->isa('FS::cust_svc') ) {
+ $cust_main = $object->cust_pkg->cust_main if ( $object->cust_pkg );
+ }
+
+ # explicit $requestors > config option > invoicing_list
+ $requestors = $conf->config('ticket_system-requestor')
+ if !$requestors;
+ $requestors = $cust_main->invoicing_list_emailonly_scalar
+ if (!$requestors) and defined($cust_main);
+
+ my $subtype = $object->table;
+ my $pkey = $object->get($object->primary_key);
+
+ my @param = (
+ 'Queue' => ($cust_main->agent->ticketing_queueid || $default_queueid),
+ 'new-MemberOf'=> "freeside://freeside/$subtype/$pkey",
+ 'Requestors' => $requestors,
+ );
+
+ ( $self->baseurl.'Ticket/Create.html', @param );
+}
sub href_new_ticket {
- my( $self, $custnum ) = @_;
- 'Ticket/Create.html?'.
- "Queue=$default_queueid".
- "&new-MemberOf=freeside://freeside/cust_main/$custnum";
+ my $self = shift;
+
+ my( $base, @param ) = $self->href_params_new_ticket(@_);
+
+ my $uri = new URI $base;
+ $uri->query_form(@param);
+ $uri;
+
}
sub href_ticket {
my($self, $ticketnum) = @_;
- 'Ticket/Display.html?id='.$ticketnum;
+ $self->baseurl. 'Ticket/Display.html?id='.$ticketnum;
+}
+
+sub queues {
+ my($self) = @_;
+
+ my $sql = "SELECT id, Name FROM Queues WHERE Disabled = 0";
+ my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
+ $sth->execute() or die $sth->errstr. " executing $sql";
+
+ map { $_->[0] => $_->[1] } @{ $sth->fetchall_arrayref([]) };
+
+}
+
+sub queue {
+ my($self, $queueid) = @_;
+
+ return '' unless $queueid;
+
+ my $sql = "SELECT Name FROM Queues WHERE id = ?";
+ my $sth = $dbh->prepare($sql) or die $dbh->errstr. " preparing $sql";
+ $sth->execute($queueid) or die $sth->errstr. " executing $sql";
+
+ my $rows = $sth->fetchrow_arrayref;
+ $rows ? $rows->[0] : '';
+
+}
+
+sub baseurl {
+ #my $self = shift;
+ $external_url. '/';
+}
+
+sub _retrieve_single_value {
+ my( $self, $sql ) = @_;
+
+ warn "$me $sql" if $DEBUG;
+ my $sth = $dbh->prepare($sql) or die $dbh->errstr. "preparing $sql";
+ $sth->execute or die $sth->errstr. "executing $sql";
+
+ my $arrayref = $sth->fetchrow_arrayref;
+ $arrayref ? $arrayref->[0] : $arrayref;
+}
+
+sub transaction_creator {
+ my( $self, $transaction_id ) = @_;
+
+ my $sql = "SELECT Name FROM Transactions JOIN Users ON ".
+ "Transactions.Creator=Users.id WHERE Transactions.id = ".
+ $transaction_id;
+
+ $self->_retrieve_single_value($sql);
+}
+
+sub transaction_ticketid {
+ my( $self, $transaction_id ) = @_;
+
+ my $sql = "SELECT ObjectId FROM Transactions WHERE Transactions.id = ".
+ $transaction_id;
+
+ $self->_retrieve_single_value($sql);
}
+sub transaction_subject {
+ my( $self, $transaction_id ) = @_;
+
+ my $sql = "SELECT Subject FROM Transactions JOIN Tickets ON ObjectId=".
+ "Tickets.id WHERE Transactions.id = ". $transaction_id;
+
+ $self->_retrieve_single_value($sql);
+}
+
+sub transaction_status {
+ my( $self, $transaction_id ) = @_;
+
+ my $sql = "SELECT Status FROM Transactions JOIN Tickets ON ObjectId=".
+ "Tickets.id WHERE Transactions.id = ". $transaction_id;
+
+ $self->_retrieve_single_value($sql);
+}
+
+sub access_right {
+ warn "WARNING: no access rights available w/ external RT";
+ 0;
+}
+
+sub create_ticket {
+ return 'create_ticket unimplemented w/external RT (write something w/RT::Client::REST?)';
+}
+
+sub init { } #unimplemented
+
+sub selfservice_priority { '' } #unimplemented
+
1;
projects / freeside.git / blobdiff