# BEGIN BPS TAGGED BLOCK {{{ # # COPYRIGHT: # # This software is Copyright (c) 1996-2019 Best Practical Solutions, LLC # # # (Except where explicitly superseded by other copyright notices) # # # LICENSE: # # This work is made available to you under the terms of Version 2 of # the GNU General Public License. A copy of that license should have # been provided with this software, but in any event can be snarfed # from www.gnu.org. # # This work is distributed in the hope that it will be useful, but # WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU # General Public License for more details. # # You should have received a copy of the GNU General Public License # along with this program; if not, write to the Free Software # Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA # 02110-1301 or visit their web page on the internet at # http://www.gnu.org/licenses/old-licenses/gpl-2.0.html. # # # CONTRIBUTION SUBMISSION POLICY: # # (The following paragraph is not intended to limit the rights granted # to you to modify and distribute this software under the terms of # the GNU General Public License and is only of importance to you if # you choose to contribute your changes and enhancements to the # community by submitting them to Best Practical Solutions, LLC.) # # By intentionally submitting any modifications, corrections or # derivatives to this work, or any other work intended for use with # Request Tracker, to Best Practical Solutions, LLC, you confirm that # you are the copyright holder for those contributions and you grant # Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, # royalty-free, perpetual, license to use, copy, create derivative # works based on those contributions, and sublicense and distribute # those contributions and any derivatives thereof. # # END BPS TAGGED BLOCK }}} package RT::Action::CreateTickets; use base 'RT::Action'; use strict; use warnings; use MIME::Entity; use RT::Link; =head1 NAME RT::Action::CreateTickets - Create one or more tickets according to an externally supplied template =head1 SYNOPSIS ===Create-Ticket: codereview Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT =head1 DESCRIPTION The CreateTickets ScripAction allows you to create automated workflows in RT, creating new tickets in response to actions and conditions from other tickets. =head2 Format CreateTickets uses the RT template configured in the scrip as a template for an ordered set of tickets to create. The basic format is as follows: ===Create-Ticket: identifier Param: Value Param2: Value Param3: Value Content: Blah blah blah ENDOFCONTENT ===Create-Ticket: id2 Param: Value Content: Blah ENDOFCONTENT As shown, you can put one or more C<===Create-Ticket:> sections in a template. Each C<===Create-Ticket:> section is evaluated as its own L object, which means that you can embed snippets of Perl inside the L using C<{}> delimiters, but that such sections absolutely can not span a C<===Create-Ticket:> boundary. Note that each C must come right after the C on the same line. The C param can extend over multiple lines, but the text of the first line must start right after C. Don't try to start your C section with a newline. After each ticket is created, it's stuffed into a hash called C<%Tickets> making it available during the creation of other tickets during the same ScripAction. The hash key for each ticket is C, where C<[identifier]> is the value you put after C<===Create-Ticket:>. The hash is prepopulated with the ticket which triggered the ScripAction as C<$Tickets{'TOP'}>. You can also access that ticket using the shorthand C. A simple example: ===Create-Ticket: codereview Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT A convoluted example: ===Create-Ticket: approval { # Find out who the administrators of the group called "HR" # of which the creator of this ticket is a member my $name = "HR"; my $groups = RT::Groups->new(RT->SystemUser); $groups->LimitToUserDefinedGroups(); $groups->Limit(FIELD => "Name", OPERATOR => "=", VALUE => $name, CASESENSITIVE => 0); $groups->WithMember($TransactionObj->CreatorObj->Id); my $groupid = $groups->First->Id; my $adminccs = RT::Users->new(RT->SystemUser); $adminccs->WhoHaveRight( Right => "AdminGroup", Object =>$groups->First, IncludeSystemRights => undef, IncludeSuperusers => 0, IncludeSubgroupMembers => 0, ); our @admins; while (my $admin = $adminccs->Next) { push (@admins, $admin->EmailAddress); } } Queue: ___Approvals Type: approval AdminCc: {join ("\nAdminCc: ",@admins) } Depended-On-By: TOP Refers-To: TOP Subject: Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Due: {time + 86400} Content-Type: text/plain Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject} Blah Blah ENDOFCONTENT ===Create-Ticket: two Subject: Manager approval Type: approval Depended-On-By: TOP Refers-To: {$Tickets{"create-approval"}->Id} Queue: ___Approvals Content-Type: text/plain Content: Your approval is requred for this ticket, too. ENDOFCONTENT As shown above, you can include a block with Perl code to set up some values for the new tickets. If you want to access a variable in the template section after the block, you must scope it with C rather than C. Just as with other RT templates, you can also include Perl code in the template sections using C<{}>. =head2 Acceptable Fields A complete list of acceptable fields: * Queue => Name or id# of a queue Subject => A text string ! Status => A valid status. Defaults to 'new' Due => Dates can be specified in seconds since the epoch to be handled literally or in a semi-free textual format which RT will attempt to parse. Starts => Started => Resolved => Owner => Username or id of an RT user who can and should own this ticket; forces the owner if necessary + Requestor => Email address + Cc => Email address + AdminCc => Email address + RequestorGroup => Group name + CcGroup => Group name + AdminCcGroup => Group name TimeWorked => TimeEstimated => TimeLeft => InitialPriority => FinalPriority => Type => +! DependsOn => +! DependedOnBy => +! RefersTo => +! ReferredToBy => +! Members => +! MemberOf => Content => Content. Can extend to multiple lines. Everything within a template after a Content: header is treated as content until we hit a line containing only ENDOFCONTENT ContentType => the content-type of the Content field. Defaults to 'text/plain' UpdateType => 'correspond' or 'comment'; used in conjunction with 'content' if this is an update. Defaults to 'correspond' CustomField- => custom field value CF-name => custom field value CustomField-name => custom field value Fields marked with an C<*> are required. Fields marked with a C<+> may have multiple values, simply by repeating the fieldname on a new line with an additional value. Fields marked with a C have processing postponed until after all tickets in the same actions are created. Except for C, those fields can also take a ticket name within the same action (i.e. the identifiers after C<===Create-Ticket:>), instead of raw ticket ID numbers. When parsed, field names are converted to lowercase and have hyphens stripped. C, C, C, C and C will all be treated as the same thing. =head1 METHODS =cut #Do what we need to do and send it out. sub Commit { my $self = shift; # Create all the tickets we care about return (1) unless $self->TicketObj->Type eq 'ticket'; $self->CreateByTemplate( $self->TicketObj ); $self->UpdateByTemplate( $self->TicketObj ); return (1); } sub Prepare { my $self = shift; unless ( $self->TemplateObj ) { $RT::Logger->warning("No template object handed to $self"); } unless ( $self->TransactionObj ) { $RT::Logger->warning("No transaction object handed to $self"); } unless ( $self->TicketObj ) { $RT::Logger->warning("No ticket object handed to $self"); } my $active = 0; if ( $self->TemplateObj->Type eq 'Perl' ) { $active = 1; } else { RT->Logger->info(sprintf( "Template #%d is type %s. You most likely want to use a Perl template instead.", $self->TemplateObj->id, $self->TemplateObj->Type )); } $self->Parse( Content => $self->TemplateObj->Content, _ActiveContent => $active, ); return 1; } sub CreateByTemplate { my $self = shift; my $top = shift; $RT::Logger->debug("In CreateByTemplate"); my @results; # XXX: cargo cult programming that works. i'll be back. local %T::Tickets = %T::Tickets; local $T::TOP = $T::TOP; local $T::ID = $T::ID; $T::Tickets{'TOP'} = $T::TOP = $top if $top; local $T::TransactionObj = $self->TransactionObj; my $ticketargs; my ( @links, @postponed ); foreach my $template_id ( @{ $self->{'create_tickets'} } ) { $RT::Logger->debug("Workflow: processing $template_id of $T::TOP") if $T::TOP; $T::ID = $template_id; @T::AllID = @{ $self->{'create_tickets'} }; ( $T::Tickets{$template_id}, $ticketargs ) = $self->ParseLines( $template_id, \@links, \@postponed ); # Now we have a %args to work with. # Make sure we have at least the minimum set of # reasonable data and do our thang my ( $id, $transid, $msg ) = $T::Tickets{$template_id}->Create(%$ticketargs); foreach my $res ( split( '\n', $msg ) ) { push @results, $T::Tickets{$template_id} ->loc( "Ticket [_1]", $T::Tickets{$template_id}->Id ) . ': ' . $res; } if ( !$id ) { if ( $self->TicketObj ) { $msg = "Couldn't create related ticket $template_id for " . $self->TicketObj->Id . " " . $msg; } else { $msg = "Couldn't create ticket $template_id " . $msg; } $RT::Logger->error($msg); next; } $RT::Logger->debug("Assigned $template_id with $id"); } $self->PostProcess( \@links, \@postponed ); return @results; } sub UpdateByTemplate { my $self = shift; my $top = shift; # XXX: cargo cult programming that works. i'll be back. my @results; local %T::Tickets = %T::Tickets; local $T::ID = $T::ID; my $ticketargs; my ( @links, @postponed ); foreach my $template_id ( @{ $self->{'update_tickets'} } ) { $RT::Logger->debug("Update Workflow: processing $template_id"); $T::ID = $template_id; @T::AllID = @{ $self->{'update_tickets'} }; ( $T::Tickets{$template_id}, $ticketargs ) = $self->ParseLines( $template_id, \@links, \@postponed ); # Now we have a %args to work with. # Make sure we have at least the minimum set of # reasonable data and do our thang my @attribs = qw( Subject FinalPriority Priority TimeEstimated TimeWorked TimeLeft Status Queue Due Starts Started Resolved ); my $id = $template_id; $id =~ s/update-(\d+).*/$1/; my ($loaded, $msg) = $T::Tickets{$template_id}->LoadById($id); unless ( $loaded ) { $RT::Logger->error("Couldn't update ticket $template_id: " . $msg); push @results, $self->loc( "Couldn't load ticket '[_1]'", $id ); next; } my $current = $self->GetBaseTemplate( $T::Tickets{$template_id} ); $template_id =~ m/^update-(.*)/; my $base_id = "base-$1"; my $base = $self->{'templates'}->{$base_id}; if ($base) { $base =~ s/\r//g; $base =~ s/\n+$//; $current =~ s/\n+$//; # If we have no base template, set what we can. if ( $base ne $current ) { push @results, "Could not update ticket " . $T::Tickets{$template_id}->Id . ": Ticket has changed"; next; } } push @results, $T::Tickets{$template_id}->Update( AttributesRef => \@attribs, ARGSRef => $ticketargs ); if ( $ticketargs->{'Owner'} ) { ($id, $msg) = $T::Tickets{$template_id}->SetOwner($ticketargs->{'Owner'}, "Force"); push @results, $msg unless $msg eq $self->loc("That user already owns that ticket"); } push @results, $self->UpdateWatchers( $T::Tickets{$template_id}, $ticketargs ); push @results, $self->UpdateCustomFields( $T::Tickets{$template_id}, $ticketargs ); next unless $ticketargs->{'MIMEObj'}; if ( $ticketargs->{'UpdateType'} =~ /^(private|comment)$/i ) { my ( $Transaction, $Description, $Object ) = $T::Tickets{$template_id}->Comment( BccMessageTo => $ticketargs->{'Bcc'}, MIMEObj => $ticketargs->{'MIMEObj'}, TimeTaken => $ticketargs->{'TimeWorked'} ); push( @results, $T::Tickets{$template_id} ->loc( "Ticket [_1]", $T::Tickets{$template_id}->id ) . ': ' . $Description ); } elsif ( $ticketargs->{'UpdateType'} =~ /^(public|response|correspond)$/i ) { my ( $Transaction, $Description, $Object ) = $T::Tickets{$template_id}->Correspond( BccMessageTo => $ticketargs->{'Bcc'}, MIMEObj => $ticketargs->{'MIMEObj'}, TimeTaken => $ticketargs->{'TimeWorked'} ); push( @results, $T::Tickets{$template_id} ->loc( "Ticket [_1]", $T::Tickets{$template_id}->id ) . ': ' . $Description ); } else { push( @results, $T::Tickets{$template_id}->loc( "Update type was neither correspondence nor comment.") . " " . $T::Tickets{$template_id}->loc("Update not recorded.") ); } } $self->PostProcess( \@links, \@postponed ); return @results; } =head2 Parse Takes (in order) template content, a default queue, a default requestor, and active (a boolean flag). Parses a template in the template content, defaulting queue and requestor if unspecified in the template to the values provided as arguments. If the active flag is true, then we'll use L to parse the templates, allowing you to embed active Perl in your templates. =cut sub Parse { my $self = shift; my %args = ( Content => undef, Queue => undef, Requestor => undef, _ActiveContent => undef, @_ ); if ( $args{'_ActiveContent'} ) { $self->{'UsePerlTextTemplate'} = 1; } else { $self->{'UsePerlTextTemplate'} = 0; } if ( substr( $args{'Content'}, 0, 3 ) eq '===' ) { $self->_ParseMultilineTemplate(%args); } elsif ( $args{'Content'} =~ /(?:\t|,)/i ) { $self->_ParseXSVTemplate(%args); } else { RT->Logger->error("Invalid Template Content (Couldn't find ===, and is not a csv/tsv template) - unable to parse: $args{Content}"); } } =head2 _ParseMultilineTemplate Parses mulitline templates. Things like: ===Create-Ticket: ... Takes the same arguments as L. =cut sub _ParseMultilineTemplate { my $self = shift; my %args = (@_); my $template_id; my ( $queue, $requestor ); $RT::Logger->debug("Line: ==="); foreach my $line ( split( /\n/, $args{'Content'} ) ) { $line =~ s/\r$//; $RT::Logger->debug( "Line: $line" ); if ( $line =~ /^===/ ) { if ( $template_id && !$queue && $args{'Queue'} ) { $self->{'templates'}->{$template_id} .= "Queue: $args{'Queue'}\n"; } if ( $template_id && !$requestor && $args{'Requestor'} ) { $self->{'templates'}->{$template_id} .= "Requestor: $args{'Requestor'}\n"; } $queue = 0; $requestor = 0; } if ( $line =~ /^===Create-Ticket: (.*)$/ ) { $template_id = "create-$1"; $RT::Logger->debug("**** Create ticket: $template_id"); push @{ $self->{'create_tickets'} }, $template_id; } elsif ( $line =~ /^===Update-Ticket: (.*)$/ ) { $template_id = "update-$1"; $RT::Logger->debug("**** Update ticket: $template_id"); push @{ $self->{'update_tickets'} }, $template_id; } elsif ( $line =~ /^===Base-Ticket: (.*)$/ ) { $template_id = "base-$1"; $RT::Logger->debug("**** Base ticket: $template_id"); push @{ $self->{'base_tickets'} }, $template_id; } elsif ( $line =~ /^===#.*$/ ) { # a comment next; } else { if ( $line =~ /^Queue:(.*)/i ) { $queue = 1; my $value = $1; $value =~ s/^\s//; $value =~ s/\s$//; if ( !$value && $args{'Queue'} ) { $value = $args{'Queue'}; $line = "Queue: $value"; } } if ( $line =~ /^Requestors?:(.*)/i ) { $requestor = 1; my $value = $1; $value =~ s/^\s//; $value =~ s/\s$//; if ( !$value && $args{'Requestor'} ) { $value = $args{'Requestor'}; $line = "Requestor: $value"; } } $self->{'templates'}->{$template_id} .= $line . "\n"; } } if ( $template_id && !$queue && $args{'Queue'} ) { $self->{'templates'}->{$template_id} .= "Queue: $args{'Queue'}\n"; } } sub ParseLines { my $self = shift; my $template_id = shift; my $links = shift; my $postponed = shift; my $content = $self->{'templates'}->{$template_id}; if ( $self->{'UsePerlTextTemplate'} ) { $RT::Logger->debug( "Workflow: evaluating\n$self->{templates}{$template_id}"); my $template = Text::Template->new( TYPE => 'STRING', SOURCE => $content ); my $err; $content = $template->fill_in( PACKAGE => 'T', BROKEN => sub { $err = {@_}->{error}; } ); $RT::Logger->debug("Workflow: yielding $content"); if ($err) { $RT::Logger->error( "Ticket creation failed: " . $err ); next; } } my $TicketObj ||= RT::Ticket->new( $self->CurrentUser ); my %args; my %original_tags; my @lines = ( split( /\n/, $content ) ); while ( defined( my $line = shift @lines ) ) { if ( $line =~ /^(.*?):(?:\s+)(.*?)(?:\s*)$/ ) { my $value = $2; my $original_tag = $1; my $tag = lc($original_tag); $tag =~ s/-//g; $tag =~ s/^(requestor|cc|admincc)s?$/$1/i; $original_tags{$tag} = $original_tag; if ( ref( $args{$tag} ) ) { #If it's an array, we want to push the value push @{ $args{$tag} }, $value; } elsif ( defined( $args{$tag} ) ) { #if we're about to get a second value, make it an array $args{$tag} = [ $args{$tag}, $value ]; } else { #if there's nothing there, just set the value $args{$tag} = $value; } if ( $tag =~ /^content$/i ) { #just build up the content # convert it to an array $args{$tag} = defined($value) ? [ $value . "\n" ] : []; while ( defined( my $l = shift @lines ) ) { last if ( $l =~ /^ENDOFCONTENT\s*$/ ); push @{ $args{'content'} }, $l . "\n"; } } else { # if it's not content, strip leading and trailing spaces if ( $args{$tag} ) { $args{$tag} =~ s/^\s+//g; $args{$tag} =~ s/\s+$//g; } if ( ($tag =~ /^(requestor|cc|admincc)(group)?$/i or grep {lc $_ eq $tag} keys %RT::Link::TYPEMAP) and $args{$tag} =~ /,/ ) { $args{$tag} = [ split /,\s*/, $args{$tag} ]; } } } } foreach my $date (qw(due starts started resolved)) { my $dateobj = RT::Date->new( $self->CurrentUser ); next unless $args{$date}; if ( $args{$date} =~ /^\d+$/ ) { $dateobj->Set( Format => 'unix', Value => $args{$date} ); } else { eval { $dateobj->Set( Format => 'iso', Value => $args{$date} ); }; if ($@ or not $dateobj->IsSet) { $dateobj->Set( Format => 'unknown', Value => $args{$date} ); } } $args{$date} = $dateobj->ISO; } foreach my $role (qw(requestor cc admincc)) { next unless my $value = $args{ $role . 'group' }; my $group = RT::Group->new( $self->CurrentUser ); $group->LoadUserDefinedGroup( $value ); unless ( $group->id ) { $RT::Logger->error("Couldn't load group '$value'"); next; } $args{ $role } = $args{ $role } ? [$args{ $role }] : [] unless ref $args{ $role }; push @{ $args{ $role } }, $group->PrincipalObj->id; } $args{'requestor'} ||= $self->TicketObj->Requestors->MemberEmailAddresses if $self->TicketObj; $args{'type'} ||= 'ticket'; my %ticketargs = ( Queue => $args{'queue'}, Subject => $args{'subject'}, Status => $args{'status'} || 'new', Due => $args{'due'}, Starts => $args{'starts'}, Started => $args{'started'}, Resolved => $args{'resolved'}, Owner => $args{'owner'}, Requestor => $args{'requestor'}, Cc => $args{'cc'}, AdminCc => $args{'admincc'}, TimeWorked => $args{'timeworked'}, TimeEstimated => $args{'timeestimated'}, TimeLeft => $args{'timeleft'}, InitialPriority => $args{'initialpriority'} || 0, FinalPriority => $args{'finalpriority'} || 0, SquelchMailTo => $args{'squelchmailto'}, Type => $args{'type'}, ); if ( $args{content} ) { my $mimeobj = MIME::Entity->build( Type => $args{'contenttype'} || 'text/plain', Charset => 'UTF-8', Data => [ map {Encode::encode( "UTF-8", $_ )} @{$args{'content'}} ], ); $ticketargs{MIMEObj} = $mimeobj; $ticketargs{UpdateType} = $args{'updatetype'} || 'correspond'; } foreach my $tag ( keys(%args) ) { # if the tag was added later, skip it my $orig_tag = $original_tags{$tag} or next; if ( $orig_tag =~ /^customfield-?(\d+)$/i ) { $ticketargs{ "CustomField-" . $1 } = $args{$tag}; } elsif ( $orig_tag =~ /^(?:customfield|cf)-?(.+)$/i ) { my $cf = RT::CustomField->new( $self->CurrentUser ); $cf->LoadByName( Name => $1, LookupType => RT::Ticket->CustomFieldLookupType, ObjectId => $ticketargs{Queue}, IncludeGlobal => 1, ); next unless $cf->id; $ticketargs{ "CustomField-" . $cf->id } = $args{$tag}; } elsif ($orig_tag) { my $cf = RT::CustomField->new( $self->CurrentUser ); $cf->LoadByName( Name => $orig_tag, LookupType => RT::Ticket->CustomFieldLookupType, ObjectId => $ticketargs{Queue}, IncludeGlobal => 1, ); next unless $cf->id; $ticketargs{ "CustomField-" . $cf->id } = $args{$tag}; } } $self->GetDeferred( \%args, $template_id, $links, $postponed ); return $TicketObj, \%ticketargs; } =head2 _ParseXSVTemplate Parses a tab or comma delimited template. Should only ever be called by L. =cut sub _ParseXSVTemplate { my $self = shift; my %args = (@_); use Regexp::Common qw(delimited); my($first, $content) = split(/\r?\n/, $args{'Content'}, 2); my $delimiter; if ( $first =~ /\t/ ) { $delimiter = "\t"; } else { $delimiter = ','; } my @fields = split( /$delimiter/, $first ); my $delimiter_re = qr[$delimiter]; my $justquoted = qr[$RE{quoted}]; # Used to generate automatic template ids my $autoid = 1; LINE: while ($content) { $content =~ s/^(\s*\r?\n)+//; # Keep track of Queue and Requestor, so we can provide defaults my $queue; my $requestor; # The template for this line my $template; # What column we're on my $i = 0; # If the last iteration was the end of the line my $EOL = 0; # The template id my $template_id; COLUMN: while (not $EOL and length $content and $content =~ s/^($justquoted|.*?)($delimiter_re|$)//smix) { $EOL = not $2; # Strip off quotes, if they exist my $value = $1; if ( $value =~ /^$RE{delimited}{-delim=>qq{\'\"}}$/ ) { substr( $value, 0, 1 ) = ""; substr( $value, -1, 1 ) = ""; } # What column is this? my $field = $fields[$i++]; next COLUMN unless $field =~ /\S/; $field =~ s/^\s//; $field =~ s/\s$//; if ( $field =~ /^id$/i ) { # Special case if this is the ID column if ( $value =~ /^\d+$/ ) { $template_id = 'update-' . $value; push @{ $self->{'update_tickets'} }, $template_id; } elsif ( $value =~ /^#base-(\d+)$/ ) { $template_id = 'base-' . $1; push @{ $self->{'base_tickets'} }, $template_id; } elsif ( $value =~ /\S/ ) { $template_id = 'create-' . $value; push @{ $self->{'create_tickets'} }, $template_id; } } else { # Some translations if ( $field =~ /^Body$/i || $field =~ /^Data$/i || $field =~ /^Message$/i ) { $field = 'Content'; } elsif ( $field =~ /^Summary$/i ) { $field = 'Subject'; } elsif ( $field =~ /^Queue$/i ) { # Note that we found a queue $queue = 1; $value ||= $args{'Queue'}; } elsif ( $field =~ /^Requestors?$/i ) { $field = 'Requestor'; # Remove plural # Note that we found a requestor $requestor = 1; $value ||= $args{'Requestor'}; } # Tack onto the end of the template $template .= $field . ": "; $template .= (defined $value ? $value : ""); $template .= "\n"; $template .= "ENDOFCONTENT\n" if $field =~ /^Content$/i; } } # Ignore blank lines next unless $template; # If we didn't find a queue of requestor, tack on the defaults if ( !$queue && $args{'Queue'} ) { $template .= "Queue: $args{'Queue'}\n"; } if ( !$requestor && $args{'Requestor'} ) { $template .= "Requestor: $args{'Requestor'}\n"; } # If we never found an ID, come up with one unless ($template_id) { $autoid++ while exists $self->{'templates'}->{"create-auto-$autoid"}; $template_id = "create-auto-$autoid"; # Also, it's a ticket to create push @{ $self->{'create_tickets'} }, $template_id; } # Save the template we generated $self->{'templates'}->{$template_id} = $template; } } sub GetDeferred { my $self = shift; my $args = shift; my $id = shift; my $links = shift; my $postponed = shift; # Unify the aliases for child/parent $args->{$_} = [$args->{$_}] for grep {$args->{$_} and not ref $args->{$_}} qw/members hasmember memberof/; push @{$args->{'children'}}, @{delete $args->{'members'}} if $args->{'members'}; push @{$args->{'children'}}, @{delete $args->{'hasmember'}} if $args->{'hasmember'}; push @{$args->{'parents'}}, @{delete $args->{'memberof'}} if $args->{'memberof'}; # Deferred processing push @$links, ( $id, { DependsOn => $args->{'dependson'}, DependedOnBy => $args->{'dependedonby'}, RefersTo => $args->{'refersto'}, ReferredToBy => $args->{'referredtoby'}, Children => $args->{'children'}, Parents => $args->{'parents'}, } ); push @$postponed, ( # Status is postponed so we don't violate dependencies $id, { Status => $args->{'status'}, } ); } sub GetUpdateTemplate { my $self = shift; my $t = shift; my $string; $string .= "Queue: " . $t->QueueObj->Name . "\n"; $string .= "Subject: " . $t->Subject . "\n"; $string .= "Status: " . $t->Status . "\n"; $string .= "UpdateType: correspond\n"; $string .= "Content: \n"; $string .= "ENDOFCONTENT\n"; $string .= "Due: " . $t->DueObj->AsString . "\n"; $string .= "Starts: " . $t->StartsObj->AsString . "\n"; $string .= "Started: " . $t->StartedObj->AsString . "\n"; $string .= "Resolved: " . $t->ResolvedObj->AsString . "\n"; $string .= "Owner: " . $t->OwnerObj->Name . "\n"; $string .= "Requestor: " . $t->RequestorAddresses . "\n"; $string .= "Cc: " . $t->CcAddresses . "\n"; $string .= "AdminCc: " . $t->AdminCcAddresses . "\n"; $string .= "TimeWorked: " . $t->TimeWorked . "\n"; $string .= "TimeEstimated: " . $t->TimeEstimated . "\n"; $string .= "TimeLeft: " . $t->TimeLeft . "\n"; $string .= "InitialPriority: " . $t->Priority . "\n"; $string .= "FinalPriority: " . $t->FinalPriority . "\n"; foreach my $type ( RT::Link->DisplayTypes ) { $string .= "$type: "; my $mode = $RT::Link::TYPEMAP{$type}->{Mode}; my $method = $RT::Link::TYPEMAP{$type}->{Type}; my $links = ''; while ( my $link = $t->$method->Next ) { $links .= ", " if $links; my $object = $mode . "Obj"; my $member = $link->$object; $links .= $member->Id if $member; } $string .= $links; $string .= "\n"; } return $string; } sub GetBaseTemplate { my $self = shift; my $t = shift; my $string; $string .= "Queue: " . $t->Queue . "\n"; $string .= "Subject: " . $t->Subject . "\n"; $string .= "Status: " . $t->Status . "\n"; $string .= "Due: " . $t->DueObj->Unix . "\n"; $string .= "Starts: " . $t->StartsObj->Unix . "\n"; $string .= "Started: " . $t->StartedObj->Unix . "\n"; $string .= "Resolved: " . $t->ResolvedObj->Unix . "\n"; $string .= "Owner: " . $t->Owner . "\n"; $string .= "Requestor: " . $t->RequestorAddresses . "\n"; $string .= "Cc: " . $t->CcAddresses . "\n"; $string .= "AdminCc: " . $t->AdminCcAddresses . "\n"; $string .= "TimeWorked: " . $t->TimeWorked . "\n"; $string .= "TimeEstimated: " . $t->TimeEstimated . "\n"; $string .= "TimeLeft: " . $t->TimeLeft . "\n"; $string .= "InitialPriority: " . $t->Priority . "\n"; $string .= "FinalPriority: " . $t->FinalPriority . "\n"; return $string; } sub GetCreateTemplate { my $self = shift; my $string; $string .= "Queue: General\n"; $string .= "Subject: \n"; $string .= "Status: new\n"; $string .= "Content: \n"; $string .= "ENDOFCONTENT\n"; $string .= "Due: \n"; $string .= "Starts: \n"; $string .= "Started: \n"; $string .= "Resolved: \n"; $string .= "Owner: \n"; $string .= "Requestor: \n"; $string .= "Cc: \n"; $string .= "AdminCc:\n"; $string .= "TimeWorked: \n"; $string .= "TimeEstimated: \n"; $string .= "TimeLeft: \n"; $string .= "InitialPriority: \n"; $string .= "FinalPriority: \n"; foreach my $type ( RT::Link->DisplayTypes ) { $string .= "$type: \n"; } return $string; } sub UpdateWatchers { my $self = shift; my $ticket = shift; my $args = shift; my @results; foreach my $type (qw(Requestor Cc AdminCc)) { my $method = $type . 'Addresses'; my $oldaddr = $ticket->$method; # Skip unless we have a defined field next unless defined $args->{$type}; my $newaddr = $args->{$type}; my @old = split( /,\s*/, $oldaddr ); my @new; for (ref $newaddr ? @{$newaddr} : split( /,\s*/, $newaddr )) { # Sometimes these are email addresses, sometimes they're # users. Try to guess which is which, as we want to deal # with email addresses if at all possible. if (/^\S+@\S+$/) { push @new, $_; } else { # It doesn't look like an email address. Try to load it. my $user = RT::User->new($self->CurrentUser); $user->Load($_); if ($user->Id) { push @new, $user->EmailAddress; } else { push @new, $_; } } } my %oldhash = map { $_ => 1 } @old; my %newhash = map { $_ => 1 } @new; my @add = grep( !defined $oldhash{$_}, @new ); my @delete = grep( !defined $newhash{$_}, @old ); foreach (@add) { my ( $val, $msg ) = $ticket->AddWatcher( Type => $type, Email => $_ ); push @results, $ticket->loc( "Ticket [_1]", $ticket->Id ) . ': ' . $msg; } foreach (@delete) { my ( $val, $msg ) = $ticket->DeleteWatcher( Type => $type, Email => $_ ); push @results, $ticket->loc( "Ticket [_1]", $ticket->Id ) . ': ' . $msg; } } return @results; } sub UpdateCustomFields { my $self = shift; my $ticket = shift; my $args = shift; my @results; foreach my $arg (keys %{$args}) { next unless $arg =~ /^CustomField-(\d+)$/; my $cf = $1; my $CustomFieldObj = RT::CustomField->new($self->CurrentUser); $CustomFieldObj->SetContextObject( $ticket ); $CustomFieldObj->LoadById($cf); my @values; if ($CustomFieldObj->Type =~ /text/i) { # Both Text and Wikitext @values = ($args->{$arg}); } else { @values = split /\n/, $args->{$arg}; } if ( ($CustomFieldObj->Type eq 'Freeform' && ! $CustomFieldObj->SingleValue) || $CustomFieldObj->Type =~ /text/i) { foreach my $val (@values) { $val =~ s/\r//g; } } foreach my $value (@values) { next if $ticket->CustomFieldValueIsEmpty( Field => $cf, Value => $value, ); my ( $val, $msg ) = $ticket->AddCustomFieldValue( Field => $cf, Value => $value ); push ( @results, $msg ); } } return @results; } sub PostProcess { my $self = shift; my $links = shift; my $postponed = shift; # postprocessing: add links while ( my $template_id = shift(@$links) ) { my $ticket = $T::Tickets{$template_id}; $RT::Logger->debug( "Handling links for " . $ticket->Id ); my %args = %{ shift(@$links) }; foreach my $type ( keys %RT::Link::TYPEMAP ) { next unless ( defined $args{$type} ); foreach my $link ( ref( $args{$type} ) ? @{ $args{$type} } : ( $args{$type} ) ) { next unless $link; if ( $link =~ /^TOP$/i ) { $RT::Logger->debug( "Building $type link for $link: " . $T::Tickets{TOP}->Id ); $link = $T::Tickets{TOP}->Id; } elsif ( $link !~ m/^\d+$/ ) { my $key = "create-$link"; if ( !exists $T::Tickets{$key} ) { $RT::Logger->debug( "Skipping $type link for $key (non-existent)"); next; } $RT::Logger->debug( "Building $type link for $link: " . $T::Tickets{$key}->Id ); $link = $T::Tickets{$key}->Id; } else { $RT::Logger->debug("Building $type link for $link"); } my ( $wval, $wmsg ) = $ticket->AddLink( Type => $RT::Link::TYPEMAP{$type}->{'Type'}, $RT::Link::TYPEMAP{$type}->{'Mode'} => $link, Silent => 1 ); $RT::Logger->warning("AddLink thru $link failed: $wmsg") unless $wval; # push @non_fatal_errors, $wmsg unless ($wval); } } } # postponed actions -- Status only, currently while ( my $template_id = shift(@$postponed) ) { my $ticket = $T::Tickets{$template_id}; $RT::Logger->debug( "Handling postponed actions for " . $ticket->id ); my %args = %{ shift(@$postponed) }; $ticket->SetStatus( $args{Status} ) if defined $args{Status}; } } RT::Base->_ImportOverlays(); 1;