package FS::TicketSystem::RT_Internal;
use strict;
-use vars qw( @ISA );
+use vars qw( @ISA $DEBUG $me );
+use Data::Dumper;
+use MIME::Entity;
+use FS::UID qw(dbh);
+use FS::CGI qw(popurl);
+use FS::TicketSystem::RT_Libs;
@ISA = qw( FS::TicketSystem::RT_Libs );
-sub sql_customer_tickets {
- "( select count(*) from tickets
- join links on ( tickets.id = links.localbase )
- where ( status = 'new' or status = 'open' or status = 'stalled' )
- and target = 'freeside://freeside/cust_main/' || custnum
+$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
)";
}
+sub baseurl {
+ #my $self = shift;
+ if ( $RT::URI::freeside::URL ) {
+ $RT::URI::freeside::URL. '/rt/';
+ } else {
+ 'http://you_need_to_set_RT_URI_freeside_URL_in_SiteConfig.pm/';
+ }
+}
+
+#mapping/genericize??
+#ShowConfigTab ModifySelf
+sub access_right {
+ my( $self, $session, $right ) = @_;
+
+ return '' unless FS::Conf->new->config('ticket_system');
+
+ $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 );
+}
+
+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 ||= {};
+ $session->{'CurrentUser'} = RT::CurrentUser->new();
+
+ warn "$me _web_external_auth loading RT user for $user\n"
+ if $DEBUG > 1;
+
+ $session->{'CurrentUser'}->Load($user);
+
+ if ( ! $session->{'CurrentUser'}->Id() ) {
+
+ # Create users on-the-fly
+
+ warn "can't load RT user for $user; auto-creating\n"
+ if $DEBUG;
+
+ my $UserObj = RT::User->new( RT::CurrentUser->new('RT_System') );
+
+ my ( $val, $msg ) = $UserObj->Create(
+ %{ ref($RT::AutoCreate) ? $RT::AutoCreate : {} },
+ Name => $user,
+ Gecos => $user,
+ );
+
+ if ($val) {
+
+ # now get user specific information, to better create our user.
+ my $new_user_info
+ = RT::Interface::Web::WebExternalAutoInfo($user);
+
+ # set the attributes that have been defined.
+ # FIXME: this is a horrible kludge. I'm sure there's something cleaner
+ foreach my $attribute (
+ 'Name', 'Comments',
+ 'Signature', 'EmailAddress',
+ 'PagerEmailAddress', 'FreeformContactInfo',
+ 'Organization', 'Disabled',
+ 'Privileged', 'RealName',
+ 'NickName', 'Lang',
+ 'EmailEncoding', 'WebEncoding',
+ 'ExternalContactInfoId', 'ContactInfoSystem',
+ 'ExternalAuthId', 'Gecos',
+ 'HomePhone', 'WorkPhone',
+ 'MobilePhone', 'PagerPhone',
+ 'Address1', 'Address2',
+ 'City', 'State',
+ 'Zip', 'Country'
+ )
+ {
+ #uhh, wrong root
+ #$m->comp( '/Elements/Callback', %ARGS,
+ # _CallbackName => 'NewUser' );
+
+ my $method = "Set$attribute";
+ $UserObj->$method( $new_user_info->{$attribute} )
+ if ( defined $new_user_info->{$attribute} );
+ }
+ $session->{'CurrentUser'}->Load($user);
+ }
+ else {
+
+ # we failed to successfully create the user. abort abort abort.
+ delete $session->{'CurrentUser'};
+
+ die "can't auto-create RT user"; #an error message would be nice :/
+ #$m->abort() unless $RT::WebFallbackToInternalAuth;
+ #$m->comp( '/Elements/Login', %ARGS,
+ # Error => loc( 'Cannot create user: [_1]', $msg ) );
+ }
+ }
+
+ unless ( $session->{'CurrentUser'}->Id() ) {
+ delete $session->{'CurrentUser'};
+
+ die "can't auto-create RT user";
+ #$user = $orig_user;
+ #
+ #if ($RT::WebExternalOnly) {
+ # $m->comp( '/Elements/Login', %ARGS,
+ # Error => loc('You are not an authorized user') );
+ # $m->abort();
+ #}
+ }
+
+ $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