Class: Roart::Ticket

Inherits:
Object
  • Object
show all
Includes:
Callbacks, MethodFunctions
Defined in:
lib/roart/ticket.rb

Instance Attribute Summary collapse

Class Method Summary collapse

Instance Method Summary collapse

Methods included from Callbacks

#after_create, #after_update, #before_create, #before_update

Methods included from MethodFunctions

#add_methods!

Constructor Details

#initialize(attributes) ⇒ Ticket

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.



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# File 'lib/roart/ticket.rb', line 22

def initialize(attributes)
  Roart::check_keys!(attributes, Roart::Tickets::RequiredAttributes)
  if attributes.is_a?(Hash)
    @attributes = Roart::Tickets::DefaultAttributes.to_hash.merge(attributes)
    @attributes.update(:id => 'ticket/new')
    @saved = false
  else
    raise ArgumentError, "Expects a hash."
  end
  @history = false
  add_methods!
end

Instance Attribute Details

#full ⇒ Object (readonly)

Returns the value of attribute full.



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# File 'lib/roart/ticket.rb', line 15

def full
  @full
end

#history ⇒ Object (readonly)

Returns the value of attribute history.



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# File 'lib/roart/ticket.rb', line 15

def history
  @history
end

#saved ⇒ Object (readonly)

Returns the value of attribute saved.



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# File 'lib/roart/ticket.rb', line 15

def saved
  @saved
end

Class Method Details

.connection(options = nil) ⇒ Object

Gives or Sets the connection object for the RT Server. Accepts 3 parameters :server, :user, and :pass. Call this at the top of your subclass to create the connection, 

class Ticket < Roart::Ticket
  connection :server => 'server', :user => 'user', :pass => 'pass'
end



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# File 'lib/roart/ticket.rb', line 175

def connection(options=nil)
  if options
    @connection = Roart::Connection.new(options)
  else
    defined?(@connection) ? @connection : nil
  end
end

.create(options) ⇒ Object

creates a new ticket object and immediately saves it to the database.



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# File 'lib/roart/ticket.rb', line 196

def create(options)
  ticket = self.new(options)
  ticket.save
  ticket
end

.default_queue(options = nil) ⇒ Object

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.



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# File 'lib/roart/ticket.rb', line 187

def default_queue(options=nil)
  if options
    @default_queue = options
  else
    defined?(@default_queue) ? @default_queue : nil
  end
end

.find(*args) ⇒ Object

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

  • :queue or :queues - 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.

  • :status - the status of the tickets to search for. This can be specified as a string, a symbol or an array of strings or symbols.

  • :subject, :content, content_type, file_name - takes a string and searches for that string in the respective field.

  • :created, :started, :resolved, :told, :last_updated, :starts, :due, :updated - 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.

  • :custom_fields - 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)



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# File 'lib/roart/ticket.rb', line 158

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

Instance Method Details

#comment(comment, opt = {}) ⇒ Object

Add a comment to a ticket Example:

tix = Ticket.find(1000)
tix.comment("This is a comment", :time_worked => 45, :cc => '[email protected]')



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# File 'lib/roart/ticket.rb', line 81

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

#histories ⇒ Object

loads the ticket history from rt



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# File 'lib/roart/ticket.rb', line 50

def histories
  @histories ||= Roart::History.default(:ticket => self)
end

#load_full! ⇒ Object

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



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# File 'lib/roart/ticket.rb', line 40

def load_full!
  unless self.full
    ticket = self.class.find(self.id)
    @attributes = ticket.instance_variable_get("@attributes")
    add_methods!
  end
end

#save ⇒ Object

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



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# File 'lib/roart/ticket.rb', line 56

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

#save! ⇒ Object

works just like save, but if the save fails, it raises an exception instead of silently returning false



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# File 'lib/roart/ticket.rb', line 94

def save!
  raise "Ticket Create Failed" unless self.save
  true
end