Module: HotDogPrincess::Client::Tickets

Included in:
HotDogPrincess::Client
Defined in:
lib/hotdogprincess/client/tickets.rb

Instance Method Summary collapse

Instance Method Details

#create_ticket(ticket) ⇒ Object 



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# File 'lib/hotdogprincess/client/tickets.rb', line 56

def create_ticket(ticket)
  xml = Gyoku.xml(ticket)
  ticket_xml = post "Ticket", xml

  parser = Nori.new
  new_ticket_xml = parser.parse ticket_xml

  ticket = get "Ticket/#{new_ticket_xml['Ticket']['@id']}", _history_: false

  return  unless ticket and ticket['Ticket']

  parse_ticket ticket['Ticket']
end

#fetch_tickets(page_size = 100) ⇒ Object 



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# File 'lib/hotdogprincess/client/tickets.rb', line 11

def fetch_tickets(page_size = 100)
  @tickets_raw = get "Ticket", _pageSize_: page_size
  @tickets_raw
end

#parse_ticket(ticket) ⇒ Object 



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# File 'lib/hotdogprincess/client/tickets.rb', line 70

def parse_ticket(ticket)
  # Meta
  clean_ticket = {}
  clean_ticket[:id]               = ticket['@id'].to_i
  clean_ticket[:uid]              = ticket['@uid']
  clean_ticket[:href]             = ticket['@href']
  clean_ticket[:service_desk_uri] = ticket['@service-desk-uri']

  # Dates
  clean_ticket[:date_created] = Time.parse(ticket['Date_Created']['#text']).utc.to_date  if ticket['Date_Created']
  clean_ticket[:date_updated] = Time.parse(ticket['Date_Updated']['#text']).utc.to_date  if ticket['Date_Updated']

  # Booleans
  clean_ticket[:dont_overwrite_sla_in_rr]              = ticket['Dont_Overwrite_Sla_In_Rr']['#text'].downcase == 'true'
  clean_ticket[:email_notification]                    = ticket['Email_Notification']['#text'].downcase == 'true'
  clean_ticket[:email_notification_additional_contact] = ticket['Email_Notification_Additional_Contact']['#text'].downcase == 'true'
  clean_ticket[:hide_from_customer]                    = ticket['Hide_From_Customer']['#text'].downcase == 'true'

  # Durations
  clean_ticket[:initial_resolution_target_duration] = ticket['Initial_Resolution_Target_Duration']['#text'].to_i
  clean_ticket[:initial_response_target_duration]   = ticket['Initial_Response_Target_Duration']['#text'].to_i

  # Ticket Number
  if ticket['Ticket_Number']
    clean_ticket[:ticket_number] = ticket['Ticket_Number']['#text']
  end

  # Queue
  if ticket['Ticket_Queue'] and ticket['Ticket_Queue']['Queue']
    clean_ticket[:ticket_queue] = {}
    clean_ticket[:ticket_queue][:id]   = ticket['Ticket_Queue']['Queue']['@id'].to_i
    clean_ticket[:ticket_queue][:uid]  = ticket['Ticket_Queue']['Queue']['@uid']
    clean_ticket[:ticket_queue][:href] = ticket['Ticket_Queue']['Queue']['@href']
    clean_ticket[:ticket_queue][:name] = ticket['Ticket_Queue']['Queue']["Name"]['#text']
  end

  # SLA
  if ticket['Ticket_Sla'] and ticket['Ticket_Sla']['Sla']
    clean_ticket[:ticket_sla] = {}
    clean_ticket[:ticket_sla][:id]   = ticket['Ticket_Sla']['Sla']['@id'].to_i
    clean_ticket[:ticket_sla][:uid]  = ticket['Ticket_Sla']['Sla']['@uid']
    clean_ticket[:ticket_sla][:href] = ticket['Ticket_Sla']['Sla']['@href']
    clean_ticket[:ticket_sla][:name] = ticket['Ticket_Sla']['Sla']["Name"]['#text']
  end

  # Status
  if ticket['Ticket_Status'] and ticket['Ticket_Status']['Status']
    clean_ticket[:ticket_status] = {}
    clean_ticket[:ticket_status][:id]   = ticket['Ticket_Status']['Status']['@id'].to_i
    clean_ticket[:ticket_status][:uid]  = ticket['Ticket_Status']['Status']['@uid']
    clean_ticket[:ticket_status][:href] = ticket['Ticket_Status']['Status']['@href']
    clean_ticket[:ticket_status][:name] = ticket['Ticket_Status']['Status']["Name"]['#text']
  end

  # Department
  if ticket['Department'] and ticket['Department']['Department']
    clean_ticket[:department] =  {}
    clean_ticket[:department][:id]   = ticket['Department']['Department']["@id"].to_i
    clean_ticket[:department][:uid]  = ticket['Department']['Department']["@uid"]
    clean_ticket[:department][:href] = ticket['Department']['Department']["@href"]
    clean_ticket[:department][:name] = ticket['Department']['Department']["Name"]['#text']
  end

  # Customer Service Represenative
  if ticket['Entered_By'] and ticket['Entered_By']['Csr']
    clean_ticket[:entered_by] = {}
    clean_ticket[:entered_by][:id]        = ticket['Entered_By']['Csr']['@id'].to_i
    clean_ticket[:entered_by][:uid]       = ticket['Entered_By']['Csr']['@uid']
    clean_ticket[:entered_by][:href]      = ticket['Entered_By']['Csr']['@href']
    clean_ticket[:entered_by][:full_name] = ticket['Entered_By']['Csr']["Full_Name"]['#text']
  end

  # Customer
  if ticket['Ticket_Customer'] and ticket['Ticket_Customer']['Customer']
    clean_ticket[:ticket_customer] = {}
    clean_ticket[:ticket_customer][:id]        = ticket['Ticket_Customer']['Customer']['@id'].to_i
    clean_ticket[:ticket_customer][:uid]       = ticket['Ticket_Customer']['Customer']['@uid']
    clean_ticket[:ticket_customer][:href]      = ticket['Ticket_Customer']['Customer']['@href']
    clean_ticket[:ticket_customer][:full_name] = ticket['Ticket_Customer']['Customer']["Full_Name"]['#text']
  end

  # Attachements
  if ticket['Ticket_Attachments']
    clean_ticket[:ticket_attachments] = {}
    clean_ticket[:ticket_attachments][:id]          = ticket['Ticket_Attachments']['@id'].to_i
    clean_ticket[:ticket_attachments][:uid]         = ticket['Ticket_Attachments']['@uid']
    clean_ticket[:ticket_attachments][:href]        = ticket['Ticket_Attachments']['@href']
    clean_ticket[:ticket_attachments][:attachments] = ticket['Ticket_Attachments']['Attachments']
  end

  # Custom Field
  if ticket['Custom_Field']
    clean_ticket[:custom_field] = {}

    # Multple are returned as an Array, single as a Hash.
    if ticket['Custom_Field'].class != Array
      ticket['Custom_Field'] = [ticket['Custom_Field']]
    end

    ticket['Custom_Field'].each do |custom_field|
      field = custom_field['@display-name'].name_to_key
      field_key = field.to_sym
      clean_ticket[:custom_field][field_key] = {}
      clean_ticket[:custom_field][field_key][:id]          = custom_field['@id'].to_i
      clean_ticket[:custom_field][field_key][:required]    = custom_field['@required'].downcase == 'true'  if custom_field['@required']
      clean_ticket[:custom_field][field_key][:editable]    = custom_field['@editable'].downcase == 'true'  if custom_field['@editable']
      clean_ticket[:custom_field][field_key][:max_length]  = custom_field['@max-length'].to_i  if custom_field['@max-length']
      clean_ticket[:custom_field][field_key][:field_type]  = custom_field['@field-type']  if custom_field['@field-type']
      clean_ticket[:custom_field][field_key][:data_type]   = custom_field['@data-type']  if custom_field['@data-type']
      clean_ticket[:custom_field][field_key][:multi_value] = custom_field['@multi-value'].downcase == 'true'  if custom_field['@multi-value']

      # Get the value or values.
      case custom_field['@data-type']
      when 'string'
        clean_ticket[:custom_field][field_key][:value] = custom_field['#text']
      when 'int'
        clean_ticket[:custom_field][field_key][:value] = custom_field['#text'].to_i
      when 'date'
        clean_ticket[:custom_field][field_key][:value] = Time.parse(custom_field['#text']).utc.to_date
      when 'boolean'
        clean_ticket[:custom_field][field_key][:value] = custom_field['#text'] == 'true'
      when 'float'
        clean_ticket[:custom_field][field_key][:value] = custom_field['#text'].to_f
      when 'option'
        selected_options = []
        custom_field['Option'].each do |option|
          if option["@selected"] == 'true'
            selected_option = {}
            selected_option[:id]         = option["@id"].to_i
            selected_option[:view_order] = option["@viewOrder"]
            selected_option[:value]      = option["Value"]
            selected_options.push selected_option
          end
        end
        selected_options = selected_options.first  unless clean_ticket[:custom_field][field_key][:multi_value]
        clean_ticket[:custom_field][field_key][:value] = selected_options
      when 'entity'
        clean_ticket[:custom_field][field_key][:value] = nil
      when 'attachment'
        clean_ticket[:custom_field][field_key][:value] = nil
      else
        clean_ticket[:custom_field][field_key][:value] = nil
      end
    end
  end

  clean_ticket
end

#ticket(ticket_id, history = false) ⇒ Object 



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# File 'lib/hotdogprincess/client/tickets.rb', line 39

def ticket(ticket_id, history = false)
  ticket = get "Ticket/#{ticket_id}", _history_: history
  parse_ticket ticket['Ticket']
end

#ticket_count ⇒ Object 



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# File 'lib/hotdogprincess/client/tickets.rb', line 33

def ticket_count
  return @tickets.length  if @tickets
  return @tickets["Entities"].length  if @tickets_raw
  0
end

#tickets(page_size = 100, force_update = false) ⇒ Object 



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# File 'lib/hotdogprincess/client/tickets.rb', line 16

def tickets(page_size = 100, force_update = false)
  return @tickets  if @tickets and !force_update
  fetch_tickets(page_size)
  return nil  unless @tickets_raw
  @tickets ||= []
  @tickets_raw["Entities"]["Ticket"].each do |ticket|
    @tickets.push parse_ticket ticket
  end
  @tickets
end

#tickets_raw(page_size = 100) ⇒ Object 



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# File 'lib/hotdogprincess/client/tickets.rb', line 27

def tickets_raw(page_size = 100)
  return @tickets_raw  if @tickets_raw
  fetch_tickets(page_size)
  @tickets_raw
end

#update_ticket(ticket_id, ticket) ⇒ Object 



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# File 'lib/hotdogprincess/client/tickets.rb', line 44

def update_ticket(ticket_id, ticket)
  xml = Gyoku.xml(ticket)
  ticket_xml = put "Ticket/#{ticket_id}", xml

  parser = Nori.new
  new_ticket_xml = parser.parse ticket_xml

  ticket = get "Ticket/#{new_ticket_xml['Ticket']['@id']}", _history_: false

  parse_ticket ticket['Ticket']
end