Class: SoftLayer::Ticket

Inherits:
ModelBase show all
Defined in:
lib/softlayer/Ticket.rb

Instance Attribute Summary

Attributes inherited from ModelBase

#softlayer_client

Class Method Summary collapse

Instance Method Summary collapse

Methods inherited from ModelBase

#[], #has_sl_property?, #initialize, #refresh_details, sl_attr, #to_ary

Constructor Details

This class inherits a constructor from SoftLayer::ModelBase

Class Method Details

.create_standard_ticket(options = {}) ⇒ Object

Create and submit a new support Ticket to SoftLayer.

The options parameter should contain:

:client - The client used to connect to the API

If no client is given, then the routine will try to use Client.default_client If no client can be found the routine will raise an error.

The options should also contain:

  • :title (String) - The user provided title for the ticket.

  • :body (String) - The content of the ticket

  • :subject_id (Int) - The id of a subject to use for the ticket. A list of ticket subjects can be returned by SoftLayer::Ticket.ticket_subjects

  • :assigned_user_id (Int) - The id of a user to whom the ticket should be assigned



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# File 'lib/softlayer/Ticket.rb', line 146

def self.create_standard_ticket(options = {})
  softlayer_client = options[:client] || SoftLayer::Client.default_client
  raise "#{__method__} requires a client but none was given and Client::default_client is not set" if !softlayer_client

  title = options[:title]
  body = options[:body]
  subject_id = options[:subject_id]
  assigned_user_id = options[:assigned_user_id]

  if(nil == assigned_user_id)
    current_user = softlayer_client[:Account].object_mask("id").getCurrentUser()
    assigned_user_id = current_user['id']
  end

  new_ticket = {
    'subjectId' => subject_id,
    'contents' => body,
    'assignedUserId' => assigned_user_id,
    'title' => title
  }

  ticket_data = softlayer_client[:Ticket].createStandardTicket(new_ticket, body)
  return new(softlayer_client, ticket_data)
end

.default_object_mask ⇒ Object

Returns the default object mask,as a hash, that is used when retrieving ticket information from the SoftLayer server.



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# File 'lib/softlayer/Ticket.rb', line 70

def self.default_object_mask
    {
      "mask" => [
        'id',             # This is an internal ticket ID, not the one usually seen in the portal
        'serviceProvider',
        'serviceProviderResourceId',  # This is the ticket ID usually seen in the portal
        'title',
        'subject',
        {'assignedUser' => ['username', 'firstName', 'lastName'] },
        'status.id',
        'createDate',
        'lastEditDate',
        'newUpdatesFlag',             # This comes in from the server as a Boolean value
        'awaitingUserResponseFlag',   # This comes in from the server as a Boolean value
        'serverAdministrationFlag',   # This comes in from the server as an integer :-(
      ]
    }.to_sl_object_mask
end

.ticket_subjects(client = nil) ⇒ Object

Queries the SoftLayer API to retrieve a list of the valid ticket subjects.



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# File 'lib/softlayer/Ticket.rb', line 92

def self.ticket_subjects(client = nil)
  @ticket_subjects ||= nil

  if !@ticket_subjects
      softlayer_client = client || Client.default_client
      raise "#{__method__} requires a client but none was given and Client::default_client is not set" if !softlayer_client

    @ticket_subjects = softlayer_client[:Ticket_Subject].getAllObjects();
  end

  @ticket_subjects
end

.ticket_with_id(ticket_id, options = {}) ⇒ Object

Find the ticket with the given ID and return it

Options should contain:

:client - the client in which to search for the ticket

If a client is not provided then the routine will search Client::default_client If Client::default_client is also nil the routine will raise an error.



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# File 'lib/softlayer/Ticket.rb', line 115

def self.ticket_with_id(ticket_id, options = {})
  softlayer_client = options[:client] || Client.default_client
  raise "#{__method__} requires a client but none was given and Client::default_client is not set" if !softlayer_client

  if options.has_key?(:object_mask)
    object_mask = options[:object_mask]
  else
    object_mask = default_object_mask.to_sl_object_mask
  end

  ticket_data = softlayer_client[:Ticket].object_with_id(ticket_id).object_mask(object_mask).getObject()

  return new(softlayer_client, ticket_data)
end

Instance Method Details

#has_updates? ⇒ Boolean

Returns true if the ticket has “unread” updates



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# File 'lib/softlayer/Ticket.rb', line 27

def has_updates?
  self['newUpdatesFlag']
end

#lastEditDate ⇒ Object

:attr_reader: The date the ticket was last updated.



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# File 'lib/softlayer/Ticket.rb', line 23

sl_attr :lastEditDate

#server_admin_ticket? ⇒ Boolean

Returns true if the ticket is a server admin ticket



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# File 'lib/softlayer/Ticket.rb', line 33

def server_admin_ticket?
  # note that serverAdministrationFlag comes from the server as an Integer (0, or 1)
  self['serverAdministrationFlag'] != 0
end

#service ⇒ Object

Override of service from ModelBase. Returns the SoftLayer_Ticket service set up to talk to the ticket with my ID.



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# File 'lib/softlayer/Ticket.rb', line 48

def service
  return softlayer_client[:Ticket].object_with_id(self.id)
end

#softlayer_properties(object_mask = nil) ⇒ Object

Override from model base. Requests new details about the ticket from the server.



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# File 'lib/softlayer/Ticket.rb', line 55

def softlayer_properties(object_mask = nil)
    my_service = self.service

    if(object_mask)
      my_service = service.object_mask(object_mask)
    else
      my_service = service.object_mask(self.class.default_object_mask.to_sl_object_mask)
    end

    my_service.getObject()
end

#subject ⇒ Object

:attr_reader: The ticket system maintains a fixed set of subjects for tickets that are used to ensure tickets make it to the right folks quickly



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# File 'lib/softlayer/Ticket.rb', line 18

sl_attr :subject

#title ⇒ Object

:attr_reader: The title is an identifying string set when the ticket is created



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# File 'lib/softlayer/Ticket.rb', line 13

sl_attr :title

#update(body = nil) ⇒ Object

Add an update to this ticket.



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# File 'lib/softlayer/Ticket.rb', line 41

def update(body = nil)
  self.service.edit(self.softlayer_hash, body)
end