Class: SysAid::Ticket

Inherits:
Object
  • Object
show all
Defined in:
lib/sysaid/ticket.rb

Instance Attribute Summary collapse

Class Method Summary collapse

Instance Method Summary collapse

Constructor Details

#initialize ⇒ Ticket

Returns a new instance of Ticket.



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# File 'lib/sysaid/ticket.rb', line 12

def initialize
  reset_all_attributes
end

Instance Attribute Details

#agreement ⇒ Object

Returns the value of attribute agreement.



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# File 'lib/sysaid/ticket.rb', line 4

def agreement
  @agreement
end

#archive ⇒ Object

Returns the value of attribute archive.



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# File 'lib/sysaid/ticket.rb', line 4

def archive
  @archive
end

#assign_counter ⇒ Object

Returns the value of attribute assign_counter.



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# File 'lib/sysaid/ticket.rb', line 4

def assign_counter
  @assign_counter
end

#assigned_group ⇒ Object

Returns the value of attribute assigned_group.



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# File 'lib/sysaid/ticket.rb', line 4

def assigned_group
  @assigned_group
end

#assigned_to ⇒ Object

Returns the value of attribute assigned_to.



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# File 'lib/sysaid/ticket.rb', line 4

def assigned_to
  @assigned_to
end

#category ⇒ Object

Returns the value of attribute category.



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# File 'lib/sysaid/ticket.rb', line 4

def category
  @category
end

#cc ⇒ Object

Returns the value of attribute cc.



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# File 'lib/sysaid/ticket.rb', line 4

def cc
  @cc
end

#change_category ⇒ Object

Returns the value of attribute change_category.



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# File 'lib/sysaid/ticket.rb', line 4

def change_category
  @change_category
end

#ciid ⇒ Object

Returns the value of attribute ciid.



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# File 'lib/sysaid/ticket.rb', line 4

def ciid
  @ciid
end

#close_time ⇒ Object

Returns the value of attribute close_time.



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# File 'lib/sysaid/ticket.rb', line 4

def close_time
  @close_time
end

#closure_information ⇒ Object

Returns the value of attribute closure_information.



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# File 'lib/sysaid/ticket.rb', line 4

def closure_information
  @closure_information
end

#computer_id ⇒ Object

Returns the value of attribute computer_id.



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# File 'lib/sysaid/ticket.rb', line 4

def computer_id
  @computer_id
end

#current_support_level ⇒ Object

Returns the value of attribute current_support_level.



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# File 'lib/sysaid/ticket.rb', line 4

def current_support_level
  @current_support_level
end

#cust_int1 ⇒ Object

Returns the value of attribute cust_int1.



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# File 'lib/sysaid/ticket.rb', line 4

def cust_int1
  @cust_int1
end

#cust_int2 ⇒ Object

Returns the value of attribute cust_int2.



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# File 'lib/sysaid/ticket.rb', line 4

def cust_int2
  @cust_int2
end

#cust_list1 ⇒ Object

Returns the value of attribute cust_list1.



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# File 'lib/sysaid/ticket.rb', line 4

def cust_list1
  @cust_list1
end

#cust_list2 ⇒ Object

Returns the value of attribute cust_list2.



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# File 'lib/sysaid/ticket.rb', line 4

def cust_list2
  @cust_list2
end

#cust_notes ⇒ Object

Returns the value of attribute cust_notes.



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# File 'lib/sysaid/ticket.rb', line 4

def cust_notes
  @cust_notes
end

#cust_text1 ⇒ Object

Returns the value of attribute cust_text1.



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# File 'lib/sysaid/ticket.rb', line 4

def cust_text1
  @cust_text1
end

#cust_text2 ⇒ Object

Returns the value of attribute cust_text2.



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# File 'lib/sysaid/ticket.rb', line 4

def cust_text2
  @cust_text2
end

#description ⇒ Object

Returns the value of attribute description.



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# File 'lib/sysaid/ticket.rb', line 4

def description
  @description
end

#email_account ⇒ Object

Returns the value of attribute email_account.



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# File 'lib/sysaid/ticket.rb', line 4

def 
  @email_account
end

#escalation ⇒ Object

Returns the value of attribute escalation.



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# File 'lib/sysaid/ticket.rb', line 4

def escalation
  @escalation
end

#followup_text ⇒ Object

Returns the value of attribute followup_text.



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# File 'lib/sysaid/ticket.rb', line 4

def followup_text
  @followup_text
end

#id ⇒ Object

Returns the value of attribute id.



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# File 'lib/sysaid/ticket.rb', line 4

def id
  @id
end

#impact ⇒ Object

Returns the value of attribute impact.



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# File 'lib/sysaid/ticket.rb', line 4

def impact
  @impact
end

#insert_time ⇒ Object

Returns the value of attribute insert_time.



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# File 'lib/sysaid/ticket.rb', line 4

def insert_time
  @insert_time
end

#location ⇒ Object

Returns the value of attribute location.



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# File 'lib/sysaid/ticket.rb', line 4

def location
  @location
end

#max_support_level ⇒ Object

Returns the value of attribute max_support_level.



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# File 'lib/sysaid/ticket.rb', line 4

def max_support_level
  @max_support_level
end

#notes ⇒ Object

Returns the value of attribute notes.



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# File 'lib/sysaid/ticket.rb', line 4

def notes
  @notes
end

#parent_link ⇒ Object

Returns the value of attribute parent_link.



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# File 'lib/sysaid/ticket.rb', line 4

def parent_link
  @parent_link
end

#priority ⇒ Object

Returns the value of attribute priority.



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# File 'lib/sysaid/ticket.rb', line 4

def priority
  @priority
end

#project_id ⇒ Object

Returns the value of attribute project_id.



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# File 'lib/sysaid/ticket.rb', line 4

def project_id
  @project_id
end

#reopen_counter ⇒ Object

Returns the value of attribute reopen_counter.



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# File 'lib/sysaid/ticket.rb', line 4

def reopen_counter
  @reopen_counter
end

#request_user ⇒ Object

Returns the value of attribute request_user.



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# File 'lib/sysaid/ticket.rb', line 4

def request_user
  @request_user
end

#resolution ⇒ Object

Returns the value of attribute resolution.



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# File 'lib/sysaid/ticket.rb', line 4

def resolution
  @resolution
end

#solution ⇒ Object

Returns the value of attribute solution.



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# File 'lib/sysaid/ticket.rb', line 4

def solution
  @solution
end

#source ⇒ Object

Returns the value of attribute source.



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# File 'lib/sysaid/ticket.rb', line 4

def source
  @source
end

#sr_sub_type ⇒ Object

Returns the value of attribute sr_sub_type.



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# File 'lib/sysaid/ticket.rb', line 4

def sr_sub_type
  @sr_sub_type
end

#sr_type ⇒ Object

Returns the value of attribute sr_type.



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# File 'lib/sysaid/ticket.rb', line 4

def sr_type
  @sr_type
end

#status ⇒ Object

Returns the value of attribute status.



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# File 'lib/sysaid/ticket.rb', line 4

def status
  @status
end

#sub_category ⇒ Object

Returns the value of attribute sub_category.



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# File 'lib/sysaid/ticket.rb', line 4

def sub_category
  @sub_category
end

#submit_user ⇒ Object

Returns the value of attribute submit_user.



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# File 'lib/sysaid/ticket.rb', line 4

def submit_user
  @submit_user
end

#success_rating ⇒ Object

Returns the value of attribute success_rating.



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# File 'lib/sysaid/ticket.rb', line 4

def success_rating
  @success_rating
end

#task_id ⇒ Object

Returns the value of attribute task_id.



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# File 'lib/sysaid/ticket.rb', line 4

def task_id
  @task_id
end

#third_level_category ⇒ Object

Returns the value of attribute third_level_category.



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# File 'lib/sysaid/ticket.rb', line 4

def third_level_category
  @third_level_category
end

#title ⇒ Object

Returns the value of attribute title.



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# File 'lib/sysaid/ticket.rb', line 4

def title
  @title
end

#update_time ⇒ Object

Returns the value of attribute update_time.



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# File 'lib/sysaid/ticket.rb', line 4

def update_time
  @update_time
end

#update_user ⇒ Object

Returns the value of attribute update_user.



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# File 'lib/sysaid/ticket.rb', line 4

def update_user
  @update_user
end

#urgency ⇒ Object

Returns the value of attribute urgency.



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# File 'lib/sysaid/ticket.rb', line 4

def urgency
  @urgency
end

#user_manager ⇒ Object

Returns the value of attribute user_manager.



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# File 'lib/sysaid/ticket.rb', line 4

def user_manager
  @user_manager
end

#version ⇒ Object

Returns the value of attribute version.



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# File 'lib/sysaid/ticket.rb', line 4

def version
  @version
end

#workaround ⇒ Object

Returns the value of attribute workaround.



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# File 'lib/sysaid/ticket.rb', line 4

def workaround
  @workaround
end

Class Method Details

.find_by_id(ticket_id) ⇒ Object 



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# File 'lib/sysaid/ticket.rb', line 72

def self.find_by_id(ticket_id)
  ticket = SysAid::Ticket.new

  ticket.id = ticket_id

  return nil unless ticket.refresh

  return ticket
end

Instance Method Details

#add_note(user, note, time = Time.now) ⇒ Object

Though the ‘notes’ field is merely an editable string, ‘add_note’ mimics the behavior of the SysAid web client.



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# File 'lib/sysaid/ticket.rb', line 98

def add_note(user, note, time = Time.now)
  # NOTE: Notes are prepended.
  new_note = "#{user} (#{time.strftime("%-m/%-d/%y %I:%M %p")}):\n   #{note}"

  if self.notes
    self.notes = new_note + "\n=============================\n" + self.notes
  else
    self.notes = new_note
  end
end

#delete ⇒ Object

Deletes a ticket from the SysAid server

No return value as SysAid’s ‘delete’ call returns void. No idea why.

Example:

>> ticket_object.delete
=> true



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# File 'lib/sysaid/ticket.rb', line 135

def delete
  SysAid.ensure_logged_in
  
  SysAid.call(:delete, message: to_xml(false))

  reset_all_attributes
end

#refresh ⇒ Object

Loads the latest ticket information from the SysAid server



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# File 'lib/sysaid/ticket.rb', line 83

def refresh
  SysAid.ensure_logged_in

  response = SysAid.call(:load_by_string_id, message: to_xml)

  if response.to_hash[:load_by_string_id_response][:return]
    set_self_from_response(response.to_hash[:load_by_string_id_response][:return])
    return true
  end

  return false
end

#reset_all_attributes ⇒ Object

Needed by both initialize and delete (to empty out the object when deleted)



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# File 'lib/sysaid/ticket.rb', line 17

def reset_all_attributes
  self.agreement = nil
  self.archive = nil
  self.assign_counter = nil
  self.assigned_group = nil
  self.assigned_to = nil
  self.ciid = nil
  self.category = nil
  self.cc = nil
  self.change_category = nil
  self.close_time = Date.new
  self.closure_information = nil
  self.computer_id = nil
  self.current_support_level = nil
  self.cust_int1 = nil
  self.cust_int2 = nil
  self.cust_list1 = nil
  self.cust_list2 = nil
  self.cust_notes = nil
  self.cust_text1 = nil
  self.cust_text2 = nil
  self.description = nil
  self. = nil
  self.escalation = nil
  self.followup_text = nil
  self.id = nil
  self.impact = nil
  self.insert_time = Date.new
  self.location = nil
  self.max_support_level = nil
  self.notes = nil
  self.parent_link = nil
  self.priority = nil
  self.project_id = nil
  self.reopen_counter = nil
  self.request_user = nil
  self.resolution = nil
  self.solution = nil
  self.source = nil
  self.sr_sub_type = nil
  self.sr_type = nil
  self.status = nil
  self.sub_category = nil
  self.success_rating = nil
  self.task_id = nil
  self.third_level_category = nil
  self.title = nil
  self.update_time = Date.new
  self.update_user = nil
  self.urgency = nil
  self.user_manager = nil
  self.version = nil
  self.workaround = nil
end

#save ⇒ Object

Saves a ticket back to the SysAid server

Example:

>> ticket_object.save
=> true



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# File 'lib/sysaid/ticket.rb', line 114

def save
  SysAid.ensure_logged_in

  # Save it via the SOAP API
  response = SysAid.call(:save, message: to_xml(false))
  if response.to_hash[:save_response][:return]
    # In the case of a new ticket, the SysAid response will be the assigned ID
    self.id = response.to_hash[:save_response][:return] unless self.id
    return true
  else
    return false
  end
end