package FS::TicketSystem::RT_Internal;
use strict;
-use vars qw( @ISA $DEBUG );
+use vars qw( @ISA $DEBUG $me );
+use Data::Dumper;
+use MIME::Entity;
use FS::UID qw(dbh);
use FS::CGI qw(popurl);
use FS::TicketSystem::RT_Libs;
-use RT::CurrentUser;
@ISA = qw( FS::TicketSystem::RT_Libs );
$DEBUG = 0;
+$me = '[FS::TicketSystem::RT_Internal]';
sub sql_num_customer_tickets {
- "( select count(*) from tickets
- join links on ( tickets.id = links.localbase )
- where ( status = 'new' or status = 'open' or status = 'stalled' )
- and target = 'freeside://freeside/cust_main/' || custnum
+ "( select count(*) from Tickets
+ join Links on ( Tickets.id = Links.LocalBase )
+ where ( Status = 'new' or Status = 'open' or Status = 'stalled' )
+ and Target = 'freeside://freeside/cust_main/' || custnum
)";
}
sub access_right {
my( $self, $session, $right ) = @_;
- #return '' unless $conf->config('ticket_system');
return '' unless FS::Conf->new->config('ticket_system');
- $self->_web_external_auth($session)
- unless $session
- && $session->{'CurrentUser'};
+ $session = $self->session($session);
+
+ #warn "$me access_right: CurrentUser ". $session->{'CurrentUser'}. ":\n".
+ # ( $DEBUG>1 ? Dumper($session->{'CurrentUser'}) : '' )
+ # if $DEBUG > 1;
$session->{'CurrentUser'}->HasRight( Right => $right,
Object => $RT::System );
}
-#shameless false laziness w/rt/html/autohandler to get logged into RT from afar
+sub session {
+ my( $self, $session ) = @_;
+
+ if ( $session && $session->{'Current_User'} ) { # does this even work?
+ warn "$me session: using existing session and CurrentUser: \n".
+ Dumper($session->{'CurrentUser'})
+ if $DEBUG;
+ } else {
+ warn "$me session: loading session and CurrentUser\n" if $DEBUG > 1;
+ $session = $self->_web_external_auth($session);
+ }
+
+ $session;
+}
+
+my $firsttime = 1;
+
+sub init {
+ my $self = shift;
+ if ( $firsttime ) {
+
+ # this part only needs to be done once
+ warn "$me init: loading RT libraries\n" if $DEBUG;
+ eval '
+ use lib ( "/opt/rt3/local/lib", "/opt/rt3/lib" );
+ use RT;
+
+ #for web external auth...
+ use RT::Interface::Web;
+ ';
+ die $@ if $@;
+
+ warn "$me init: loading RT config\n" if $DEBUG;
+ {
+ local $SIG{__DIE__};
+ eval 'RT::LoadConfig();';
+ }
+ die $@ if $@;
+
+ $firsttime = 0;
+ }
+
+ # this needs to be done on each fork
+ warn "$me init: initializing RT\n" if $DEBUG;
+ {
+ local $SIG{__DIE__};
+ eval 'RT::Init("NoSignalHandlers"=>1);';
+ }
+ die $@ if $@;
+
+ warn "$me init: complete" if $DEBUG;
+}
+
+=item customer_tickets CUSTNUM [ LIMIT ] [ PRIORITYVALUE ]
+
+Replacement for the one in RT_External so that we can access custom fields
+properly.
+
+=cut
+
+sub _customer_tickets_search {
+ my ( $self, $custnum, $limit, $priority ) = @_;
+
+ $custnum =~ /^\d+$/ or die "invalid custnum: $custnum";
+ $limit =~ /^\d+$/ or die "invalid limit: $limit";
+
+ my $session = $self->session();
+ my $CurrentUser = $session->{CurrentUser}
+ or die "unable to create an RT session";
+
+ my $Tickets = RT::Tickets->new($CurrentUser);
+
+ my $rtql = "MemberOf = 'freeside://freeside/cust_main/$custnum'";
+
+ if ( defined( $priority ) ) {
+ my $custom_priority = FS::Conf->new->config('ticket_system-custom_priority_field');
+ if ( length( $priority ) ) {
+ $rtql .= " AND CF.{$custom_priority} = '$priority'";
+ }
+ else {
+ $rtql .= " AND CF.{$custom_priority} IS NULL";
+ }
+ }
+
+ $rtql .= ' AND ( ' .
+ join(' OR ', map { "Status = '$_'" } $self->statuses) .
+ ' )';
+
+ warn "$me _customer_tickets_search:\n$rtql\n" if $DEBUG;
+ $Tickets->FromSQL($rtql);
+
+ $Tickets->RowsPerPage($limit);
+ warn "\n\n" . $Tickets->BuildSelectQuery . "\n\n" if $DEBUG > 1;
+
+ return $Tickets;
+}
+
+sub customer_tickets {
+ my $Tickets = _customer_tickets_search(@_);
+
+ my $conf = FS::Conf->new;
+ my $priority_order =
+ $conf->exists('ticket_system-priority_reverse') ? 'ASC' : 'DESC';
+
+ my @order_by = (
+ { FIELD => 'Priority', ORDER => $priority_order },
+ { FIELD => 'Id', ORDER => 'DESC' },
+ );
+
+ $Tickets->OrderByCols(@order_by);
+
+ my @tickets;
+ while ( my $t = $Tickets->Next ) {
+ push @tickets, _ticket_info($t);
+ }
+
+ return \@tickets;
+}
+
+sub num_customer_tickets {
+ my ( $self, $custnum, $priority ) = @_;
+ my $Tickets = $self->_customer_tickets_search($custnum, 0, $priority);
+ return $Tickets->CountAll;
+}
+
+sub _ticket_info {
+ # Takes an RT::Ticket; returns a hashref of the ticket's fields, including
+ # custom fields. Also returns custom and selfservice priority values as
+ # _custom_priority and _selfservice_priority.
+ my $t = shift;
+
+ my $custom_priority =
+ FS::Conf->new->config('ticket_system-custom_priority_field') || '';
+ my $ss_priority = selfservice_priority();
+
+ my %ticket_info;
+ foreach my $name ( $t->ReadableAttributes ) {
+ # lowercase names, and skip attributes with non-scalar values
+ $ticket_info{lc($name)} = $t->$name if !ref($t->$name);
+ }
+ $ticket_info{'owner'} = $t->OwnerObj->Name;
+ $ticket_info{'queue'} = $t->QueueObj->Name;
+ foreach my $CF ( @{ $t->CustomFields->ItemsArrayRef } ) {
+ my $name = 'CF.{'.$CF->Name.'}';
+ $ticket_info{$name} = $t->CustomFieldValuesAsString($CF->Id);
+ }
+ # make this easy to find
+ if ( $custom_priority ) {
+ $ticket_info{'content'} = $ticket_info{"CF.{$custom_priority}"};
+ }
+ if ( $ss_priority ) {
+ $ticket_info{'_selfservice_priority'} = $ticket_info{"CF.{$ss_priority}"};
+ }
+ return \%ticket_info;
+}
+
+=item create_ticket SESSION_HASHREF, OPTION => VALUE ...
+
+Class method. Creates a ticket. If there is an error, returns the scalar
+error, otherwise returns the newly created RT::Ticket object.
+
+Accepts the following options:
+
+=over 4
+
+=item queue
+
+Queue name or Id
+
+=item subject
+
+Ticket subject
+
+=item requestor
+
+Requestor email address or arrayref of addresses
+
+=item cc
+
+Cc: email address or arrayref of addresses
+
+=item message
+
+Ticket message
+
+=item mime_type
+
+MIME type to use for message. Defaults to text/plain. Specifying text/html
+can be useful to use HTML markup in message.
+
+=item custnum
+
+Customer number (see L<FS::cust_main>) to associate with ticket.
+
+=item svcnum
+
+Service number (see L<FS::cust_svc>) to associate with ticket. Will also
+associate the customer who has this service (unless the service is unlinked).
+
+=back
+
+=cut
+
+sub create_ticket {
+ my($self, $session, %param) = @_;
+
+ $session = $self->session($session);
+
+ my $Queue = RT::Queue->new($session->{'CurrentUser'});
+ $Queue->Load( $param{'queue'} );
+
+ my $req = ref($param{'requestor'})
+ ? $param{'requestor'}
+ : ( $param{'requestor'} ? [ $param{'requestor'} ] : [] );
+
+ my $cc = ref($param{'cc'})
+ ? $param{'cc'}
+ : ( $param{'cc'} ? [ $param{'cc'} ] : [] );
+
+ my $mimeobj = MIME::Entity->build(
+ 'Data' => $param{'message'},
+ 'Type' => ( $param{'mime_type'} || 'text/plain' ),
+ );
+
+ my %ticket = (
+ 'Queue' => $Queue->Id,
+ 'Subject' => $param{'subject'},
+ 'Requestor' => $req,
+ 'Cc' => $cc,
+ 'MIMEObj' => $mimeobj,
+ );
+ warn Dumper(\%ticket) if $DEBUG > 1;
+
+ my $Ticket = RT::Ticket->new($session->{'CurrentUser'});
+ my( $id, $Transaction, $ErrStr );
+ {
+ local $SIG{__DIE__};
+ ( $id, $Transaction, $ErrStr ) = $Ticket->Create( %ticket );
+ }
+ return $ErrStr if $id == 0;
+
+ warn "ticket got id $id\n" if $DEBUG;
+
+ #XXX check errors adding custnum/svcnum links (put it in a transaction)...
+ # but we do already know they're good
+
+ if ( $param{'custnum'} ) {
+ my( $val, $msg ) = $Ticket->_AddLink(
+ 'Type' => 'MemberOf',
+ 'Target' => 'freeside://freeside/cust_main/'. $param{'custnum'},
+ );
+ }
+
+ if ( $param{'svcnum'} ) {
+ my( $val, $msg ) = $Ticket->_AddLink(
+ 'Type' => 'MemberOf',
+ 'Target' => 'freeside://freeside/cust_svc/'. $param{'svcnum'},
+ );
+ }
+
+ $Ticket;
+}
+
+=item get_ticket SESSION_HASHREF, OPTION => VALUE ...
+
+Class method. Retrieves a ticket. If there is an error, returns the scalar
+error. Otherwise, currently returns a slightly tricky data structure containing
+the ticket's attributes, a list of the linked customers, each transaction's
+content, description, and create time.
+
+Accepts the following options:
+
+=over 4
+
+=item ticket_id
+
+The ticket id
+
+=back
+
+=cut
+
+sub get_ticket {
+ my($self, $session, %param) = @_;
+
+ $session = $self->session($session);
+
+ my $Ticket = RT::Ticket->new($session->{'CurrentUser'});
+ my $ticketid = $Ticket->Load( $param{'ticket_id'} );
+ return 'Could not load ticket' unless $ticketid;
+
+ my @custs = ();
+ foreach my $link ( @{ $Ticket->Customers->ItemsArrayRef } ) {
+ my $cust = $link->Target;
+ push @custs, $1 if $cust =~ /\/(\d+)$/;
+ }
+
+ my @txns = ();
+ my $transactions = $Ticket->Transactions;
+ while ( my $transaction = $transactions->Next ) {
+ my $t = { created => $transaction->Created,
+ content => $transaction->Content,
+ description => $transaction->Description,
+ type => $transaction->Type,
+ };
+ push @txns, $t;
+ }
+
+ { txns => [ @txns ],
+ custs => [ @custs ],
+ fields => _ticket_info($Ticket),
+ };
+}
+
+=item get_ticket_object SESSION_HASHREF, OPTION => VALUE...
+
+Class method. Retrieve the RT::Ticket object with the specified
+ticket_id. If custnum is supplied, will also check that the object
+is a member of that customer. If there is no ticket or the custnum
+check fails, returns nothing. The meaning of that case is
+"to this customer, the ticket does not exist".
+
+Options:
+
+=over 4
+
+=item ticket_id
+
+=item custnum
+
+=back
+
+=cut
+
+sub get_ticket_object {
+ my $self = shift;
+ my ($session, %opt) = @_;
+ $session = $self->session(shift);
+ my $Ticket = RT::Ticket->new($session->{CurrentUser});
+ $Ticket->Load($opt{'ticket_id'});
+ return if ( !$Ticket->id );
+ my $custnum = $opt{'custnum'};
+ if ( defined($custnum) && $custnum =~ /^\d+$/ ) {
+ # probably the most efficient way to check ticket ownership
+ my $Link = RT::Link->new($session->{CurrentUser});
+ $Link->LoadByCols( LocalBase => $opt{'ticket_id'},
+ Type => 'MemberOf',
+ Target => "freeside://freeside/cust_main/$custnum",
+ );
+ return if ( !$Link->id );
+ }
+ return $Ticket;
+}
+
+
+=item correspond_ticket SESSION_HASHREF, OPTION => VALUE ...
+
+Class method. Correspond on a ticket. If there is an error, returns the scalar
+error. Otherwise, returns the transaction id, error message, and
+RT::Transaction object.
+
+Accepts the following options:
+
+=over 4
+
+=item ticket_id
+
+The ticket id
+
+=item content
+
+Correspondence content
+
+=back
+
+=cut
+
+sub correspond_ticket {
+ my($self, $session, %param) = @_;
+
+ $session = $self->session($session);
+
+ my $Ticket = RT::Ticket->new($session->{'CurrentUser'});
+ my $ticketid = $Ticket->Load( $param{'ticket_id'} );
+ return 'Could not load ticket' unless $ticketid;
+ return 'No content' unless $param{'content'};
+
+ $Ticket->Correspond( Content => $param{'content'} );
+}
+
+=item queues SESSION_HASHREF [, ACL ]
+
+Retrieve a list of queues. Pass the name of an RT access control right,
+such as 'CreateTicket', to return only queues on which the current user
+has that right. Otherwise this will return all queues with the 'SeeQueue'
+right.
+
+=cut
+
+sub queues {
+ my( $self, $session, $acl ) = @_;
+ $session = $self->session($session);
+
+ my $showall = $acl ? 0 : 1;
+ my @result = ();
+ my $q = new RT::Queues($session->{'CurrentUser'});
+ $q->UnLimit;
+ while (my $queue = $q->Next) {
+ if ($showall || $queue->CurrentUserHasRight($acl)) {
+ push @result, {
+ Id => $queue->Id,
+ Name => $queue->Name,
+ Description => $queue->Description,
+ };
+ }
+ }
+ return map { $_->{Id} => $_->{Name} } @result;
+}
+
+#shameless false laziness w/RT::Interface::Web::AttemptExternalAuth
+# to get logged into RT from afar
sub _web_external_auth {
my( $self, $session ) = @_;
my $user = $FS::CurrentUser::CurrentUser->username;
+ eval 'use RT::CurrentUser;';
+ die $@ if $@;
+
+ $session ||= {};
$session->{'CurrentUser'} = RT::CurrentUser->new();
- warn "loading RT user for $user\n"
- if $DEBUG;
+ warn "$me _web_external_auth loading RT user for $user\n"
+ if $DEBUG > 1;
$session->{'CurrentUser'}->Load($user);
#}
}
+ $session;
+
+}
+
+=item selfservice_priority
+
+Returns the configured self-service priority field.
+
+=cut
+
+my $selfservice_priority;
+
+sub selfservice_priority {
+ return $selfservice_priority ||= do {
+ my $conf = FS::Conf->new;
+ $conf->config('ticket_system-selfservice_priority_field') || '';
+ }
}
1;
projects / freeside.git / blobdiff