trabajo-afectivo/lib/import/otrs/ticket.rb

180 lines
4.7 KiB
Ruby
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require 'ticket'
module Import
module OTRS
class Ticket
include Import::Helper
include Import::OTRS::Helper
MAPPING = {
Changed: :updated_at,
Created: :created_at,
TicketNumber: :number,
QueueID: :group_id,
StateID: :state_id,
PriorityID: :priority_id,
Title: :title,
TicketID: :id,
FirstResponse: :first_response_at,
#FirstResponseTimeDestinationDate: :first_response_escalation_at,
#FirstResponseInMin: :first_response_in_min,
#FirstResponseDiffInMin: :first_response_diff_in_min,
Closed: :close_at,
#SoltutionTimeDestinationDate: :close_escalation_at,
#CloseTimeInMin: :close_in_min,
#CloseTimeDiffInMin: :close_diff_in_min,
}.freeze
def initialize(ticket)
fix(ticket)
import(ticket)
end
private
def import(ticket)
Import::OTRS::ArticleCustomerFactory.import(ticket['Articles'])
create_or_update(map(ticket))
Import::OTRS::ArticleFactory.import(ticket['Articles'])
Import::OTRS::HistoryFactory.import(ticket['History'])
end
def create_or_update(ticket)
return if updated?(ticket)
create(ticket)
end
def updated?(ticket)
@local_ticket = ::Ticket.find_by(id: ticket[:id])
return false if !@local_ticket
log "update Ticket.find_by(id: #{ticket[:id]})"
@local_ticket.update!(ticket)
true
end
def create(ticket)
log "add Ticket.find_by(id: #{ticket[:id]})"
@local_ticket = ::Ticket.new(ticket)
@local_ticket.id = ticket[:id]
@local_ticket.save
reset_primary_key_sequence('tickets')
rescue ActiveRecord::RecordNotUnique
log "Ticket #{ticket[:id]} is handled by another thead, skipping."
end
def map(ticket)
ensure_map(default_map(ticket))
end
def ensure_map(mapped)
return mapped if mapped[:title]
mapped[:title] = '**EMPTY**'
mapped
end
def default_map(ticket)
{
owner_id: owner_id(ticket),
customer_id: customer_id(ticket),
created_by_id: created_by_id(ticket),
updated_by_id: 1,
}
.merge(from_mapping(ticket))
.merge(dynamic_fields(ticket))
end
def dynamic_fields(ticket)
result = {}
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ticket.each_key do |key|
key_string = key.to_s
next if !key_string.start_with?('DynamicField_')
dynamic_field_name = key_string[13, key_string.length]
next if Import::OTRS::DynamicFieldFactory.skip_field?( dynamic_field_name )
dynamic_field_name = Import::OTRS::DynamicField.convert_name(dynamic_field_name)
result[dynamic_field_name.to_sym] = ticket[key_string]
end
result
end
def owner_id(ticket)
default = 1
owner = ticket['Owner']
return default if !owner
user = user_lookup(owner)
return user.id if user
default
end
def customer_id(ticket)
default = 1
customer = ticket['CustomerUserID']
return default if !customer
user = user_lookup(customer)
return user.id if user
first_customer_id = first_customer_id(ticket['Articles'])
return first_customer_id if first_customer_id
default
end
def created_by_id(ticket)
default = 1
return ticket['CreateBy'] if ticket['CreateBy'].to_i != default
return default if ticket['Articles'].blank?
return default if ticket['Articles'].first['SenderType'] != 'customer'
customer_id(ticket)
end
def user_lookup(login)
::User.find_by(login: login.downcase)
end
def first_customer_id(articles)
user_id = nil
articles.each do |article|
next if article['SenderType'] != 'customer'
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next if article['From'].blank?
user = Import::OTRS::ArticleCustomer.find(article)
break if !user
user_id = user.id
break
end
user_id
end
# cleanup invalid values
def fix(ticket)
utf8_encode(ticket)
fix_timestamps(ticket)
fix_close_time(ticket)
end
def fix_timestamps(ticket)
ticket.each do |key, value|
next if value != '0000-00-00 00:00:00'
ticket[key] = nil
end
end
# fix OTRS 3.1 bug, no close time if ticket is created
def fix_close_time(ticket)
return if ticket['StateType'] != 'closed'
return if ticket['Closed']
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return if ticket['Closed'].present?
ticket['Closed'] = ticket['Created']
end
end
end
end