module Roart
module Tickets
DefaultAttributes = %w(queue owner creator subject status priority initial_priority final_priority requestors cc admin_cc created starts started due resolved told last_updated time_estimated time_worked time_left)
RequiredAttributes = %w(queue subject)
end
class Ticket
include Roart::MethodFunctions
include Roart::Callbacks
require File.join(File.dirname(__FILE__), %w[ validations.rb ])
include Roart::Validations
attr_reader :full, :history, :saved
# Creates a new ticket. Attributes queue and subject are required. Expects a hash with the attributes of the ticket.
#
# ticket = MyTicket.new(:queue => "Some Queue", :subject => "The System is Down.")
# ticket.id #-> This will be the ID of the ticket in the RT System.
#
def initialize(attributes=nil)
if attributes
@attributes = Roart::Tickets::DefaultAttributes.to_hash.merge(attributes)
else
@attributes = Roart::Tickets::DefaultAttributes.to_hash
end
@attributes.update(:id => 'ticket/new')
@saved = false
@history = false
@new_record = true
add_methods!
end
# Loads all information for a ticket from RT and lets full to true.
# This changes the ticket object and adds methods for all the fields on the ticket.
# Custom fields will be prefixed with 'cf' so a custom field of 'phone'
# would be cf_phone. custom fields hold their case from how they are defined in RT, so a custom field of PhoneNumber would be cf_PhoneNumber and a custom field of phone_number would be cf_phone_number
#
def load_full!
unless self.full
ticket = self.class.find(self.id)
@attributes = ticket.instance_variable_get("@attributes")
add_methods!
end
end
#loads the ticket history from rt
#
def histories
@histories ||= Roart::History.default(:ticket => self)
end
# if a ticket is new, calling save will create it in the ticketing system and assign the id that it gets to the id attribute. It returns true if the save was successful, and false if something went wrong
#
def save
if self.id == "ticket/new"
self.create
else
self.before_update
uri = "#{self.class.connection.server}/REST/1.0/ticket/#{self.id}/edit"
payload = @attributes.clone
payload.delete(:id)
payload = payload.to_content_format
resp = self.class.connection.post(uri, :content => payload)
resp = resp.split("\n")
raise "Ticket Update Failed" unless resp.first.include?("200")
if resp[2].match(/^# Ticket (\d+) updated./)
self.after_update
true
else
false
end
end
end
# Add a comment to a ticket
# Example:
# tix = Ticket.find(1000)
# tix.comment("This is a comment", :time_worked => 45, :cc => 'someone@example.com')
def comment(comment, opt = {})
comment = {:text => comment, :action => 'Correspond'}.merge(opt)
uri = "#{self.class.connection.server}/REST/1.0/ticket/#{self.id}/comment"
payload = comment.to_content_format
resp = self.class.connection.post(uri, :content => payload)
resp = resp.split("\n")
raise "Ticket Comment Failed" unless resp.first.include?("200")
!!resp[2].match(/^# Message recorded/)
end
# works just like save, but if the save fails, it raises an exception instead of silently returning false
#
def save!
raise "Ticket Create Failed" unless self.save
true
end
def new_record?
return @new_record
end
protected
def create #:nodoc:
self.before_create
uri = "#{self.class.connection.server}/REST/1.0/ticket/new"
payload = @attributes.to_content_format
resp = self.class.connection.post(uri, :content => payload)
resp = resp.split("\n")
raise "Ticket Create Failed" unless resp.first.include?("200")
if tid = resp[2].match(/^# Ticket (\d+) created./)
@attributes[:id] = tid[1].to_i
self.after_create
@new_record = false
true
else
false
end
end
def create! #:nodoc:
raise "Ticket Create Failed" unless self.create
true
end
class << self #class methods
# Searches for a ticket or group of tickets with an active record like interface.
#
# Find has 3 different ways to search for tickets
#
# * search for tickets by the id. This will search for the Ticket with the exact id and will automatically load the entire ticket into the object (full will return true).
# * search for all tickets with a hash for search options by specifying :all along with your options. This will return an array of tickets or an empty array if no tickets are found that match the options.
# * search for a single ticket with a hash for search options by specifying :first along with your options. This will return a single ticket object or nil if no tickets are found.
#
# A hash of options for search paramaters are passed in as the last argument.
#
# ====Parameters
# * <tt>:queue</tt> or <tt>:queues</tt> - the name of a queue in the ticket system. This can be specified as a string, a symbol or an array of strings or symbols. The array will search for tickets included in either queue.
# * <tt>:status</tt> - the status of the tickets to search for. This can be specified as a string, a symbol or an array of strings or symbols.
# * <tt>:subject</tt>, <tt>:content</tt>, <tt>content_type</tt>, <tt>file_name</tt> - takes a string and searches for that string in the respective field.
# * <tt>:created</tt>, <tt>:started</tt>, <tt>:resolved</tt>, <tt>:told</tt>, <tt>:last_updated</tt>, <tt>:starts</tt>, <tt>:due</tt>, <tt>:updated</tt> - looks for dates for the respective fields. Can take a Range, Array, String, Time. Range will find all tickets between the two dates (after the first, before the last). Array works the same way, using #first and #last on the array. The elements should be either db-time formatted strings or Time objects. Time will be formatted as a db string. String will be passed straight to the search.
# * <tt>:custom_fields</tt> - takes a hash of custom fields to search for. the key should be the name of the field exactly how it is in RT and the value will be what to search for.
#
# ==== Examples
#
# # find first
# MyTicket.find(:first)
# MyTicket.find(:first, :queue => 'My Queue')
# MyTicket.find(:first, :status => [:new, :open])
# MyTicket.find(:first, :queue => 'My Queue', :status => :resolved)
# MyTicket.find(:first, :custom_fields => {:phone => '8675309'})
#
# # find all
# MyTicket.find(:all, :subject => 'is down')
# MyTicket.find(:all, :created => [Time.now - 300, Time.now])
# MyTicket.find(:all, :queues => ['my queue', 'issues'])
#
# # find by id
# MyTicket.find(12345)
#
def find(*args)
options = args.last.is_a?(Hash) ? args.pop : {}
case args.first
when :first then find_initial(options)
when :all then find_all(options)
else find_by_ids(args, options)
end
end
# Accepts parameters for connecting to an RT server.
# Required:
# :server sets the URL for the rt server, :ie http://rt.server.com/
# Optional:
# :user sets the username to connect to RT
# :pass sets the password for the user to connect with
# :adapter is the connection adapter to connect with. Defaults to Mechanize
#
# class Ticket < Roart::Ticket
# connection :server => 'server', :user => 'user', :pass => 'pass'
# end
#
def connection(options=nil)
if options
@connection = Roart::Connection.new({:adapter => "mechanize"}.merge(options))
else
defined?(@connection) ? @connection : nil
end
end
# Sets the username and password used to connect to the RT server
# Required:
# :user sets the username to connect to RT
# :pass sets the password for the user to connect with
# This can be used to change a connection once the Ticket class has
# been initialized. Not required if you sepecify :user and :pass in
# the connection method
#
# class Ticket < Roart::Ticket
# connection :server => 'server'
# authenticate :user => 'user', :pass => 'pass'
# end
#
def authenticate(options)
@connection.authenticate(options)
end
# Adds a default queue to search each time. This is overridden by
# specifically including a :queue option in your find method. This can
# be an array of queue names or a string with a single queue name.
#
def default_queue(options=nil)
if options
@default_queue = options
else
defined?(@default_queue) ? @default_queue : nil
end
end
# creates a new ticket object and immediately saves it to the database.
def create(options)
ticket = self.new(options)
ticket.save
ticket
end
protected
def instantiate(attrs) #:nodoc:
object = nil
if attrs.is_a?(Array)
array = Array.new
attrs.each do |attr|
object = self.allocate
object.instance_variable_set("@attributes", attr)
object.send("add_methods!")
array << object
end
return array
elsif attrs.is_a?(Hash)
object = self.allocate
object.instance_variable_set("@attributes", attrs)
object.send("add_methods!")
end
object.instance_variable_set("@history", false)
object.instance_variable_set("@new_record", false)
object
end
def find_initial(options={}) #:nodoc:
options.update(:limit => 1)
find_all(options).first
end
def find_all(options) #:nodoc:
uri = construct_search_uri(options)
tickets = get_tickets_from_search_uri(uri)
end
def find_by_ids(args, options) #:nodoc:
raise "First argument must be :all or :first, or an ID with no hash options" unless args.first.is_a?(Fixnum) || args.first.is_a?(String)
get_ticket_by_id(args.first)
end
def page_array(uri) #:nodoc:
page = self.connection.get(uri)
raise TicketSystemError, "Can't get ticket." unless page
page = page.split("\n")
status = page.delete_at(0)
if status.include?("200")
page.delete_if{|x| !x.include?(":")}
page
else
raise TicketSystemInterfaceError, "Error Getting Ticket: #{status}"
end
end
def get_tickets_from_search_uri(uri) #:nodoc:
page = page_array(uri)
page.extend(Roart::TicketPage)
page = page.to_search_array
self.instantiate(page)
end
def get_ticket_from_uri(uri) #:nodoc:
page = page_array(uri)
page.extend(Roart::TicketPage)
page = page.to_hash
ticket = self.instantiate(page)
ticket.instance_variable_set("@full", true)
ticket
end
def get_ticket_by_id(id) #:nodoc:
uri = "#{self.connection.server}/REST/1.0/ticket/"
uri << id.to_s
get_ticket_from_uri(uri)
end
def construct_search_uri(options={}) #:nodoc:
uri = "#{self.connection.server}/REST/1.0/search/ticket?"
uri << 'orderby=-Created&' if options.delete(:order)
unless options.empty? && default_queue.nil?
uri << 'query= '
query = Array.new
if options[:queues] || options[:queue]
add_queue!(query, options[:queues] || options[:queue])
else
add_queue!(query, default_queue)
end
add_dates!(query, options)
add_searches!(query, options)
add_status!(query, options[:status])
add_custom_fields!(query, options[:custom_fields])
query << options[:conditions].to_s.chomp if options[:conditions]
uri << query.join(" AND ")
end
uri
end
def add_queue!(uri, queue) #:nodoc:
return false unless queue
if queue.is_a?(Array)
queues = Array.new
queue.each do |name|
queues << "Queue = '#{name}'"
end
uri << '( ' + queues.join(' OR ') + ' )'
elsif queue.is_a?(String) || queue.is_a?(Symbol)
uri << "Queue = '#{queue.to_s}'"
end
end
def add_custom_fields!(uri, options) #:nodoc:
return false unless options
options.each do |field, value|
if value.is_a?(Array)
valpart = Array.new
for val in value
valpart << "'CF.{#{field}}' = '#{val.to_s}'"
end
uri << '( ' + valpart.join(" OR ") + ' )'
elsif value.is_a?(String)
uri << "'CF.{#{field}}' = '#{value.to_s}'"
end
end
end
def add_status!(uri, options) #:nodoc:
return false unless options
parts = Array.new
if options.is_a?(Array)
statpart = Array.new
for status in options
statpart << "Status = '#{status.to_s}'"
end
parts << '( ' + statpart.join(" OR ") + ' )'
elsif options.is_a?(String) || options.is_a?(Symbol)
parts << "Status = '#{options.to_s}'"
end
uri << parts
end
def add_searches!(uri, options) #:nodoc:
search_fields = %w( subject content content_type file_name owner requestors cc admin_cc)
options.each do |key, value|
if search_fields.include?(key.to_s)
key = key.to_s.camelize
parts = Array.new
if value.is_a?(Array)
value.each do |v|
parts << "#{key} LIKE '#{v}'"
end
uri << '( ' + parts.join(" AND ") + ' )'
elsif value.is_a?(String)
uri << "#{key} LIKE '#{value}'"
end
end
end
end
def add_dates!(uri, options) #:nodoc:
date_field = %w( created started resolved told last_updated starts due updated )
options.each do |key, value|
if date_field.include?(key.to_s)
key = key.to_s.camelize
parts = Array.new
if value.is_a?(Range) or value.is_a?(Array)
parts << "#{key} > '#{value.first.is_a?(Time) ? value.first.strftime("%Y-%m-%d %H:%M:%S") : value.first.to_s}'"
parts << "#{key} < '#{value.last.is_a?(Time) ? value.last.strftime("%Y-%m-%d %H:%M:%S") : value.last.to_s}'"
elsif value.is_a?(String)
parts << "#{key} > '#{value.to_s}'"
elsif value.is_a?(Time)
parts << "#{key} > '#{value.strftime("%Y-%m-%d %H:%M:%S")}'"
end
uri << '( ' + parts.join(" AND ") + ' )'
end
end
end
end
end
end