trabajo-afectivo/app/controllers/tickets_controller.rb

# Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/

class TicketsController < ApplicationController
  before_filter :authentication_check

  # GET /api/v1/tickets
  def index
    @tickets = Ticket.all

    render :json => @tickets
  end

  # GET /api/v1/tickets/1
  def show
    @ticket = Ticket.find( params[:id] )

    # permissin check
    return if !ticket_permission(@ticket)

    render :json => @ticket
  end

  # POST /api/v1/tickets
  def create
    ticket = Ticket.new( Ticket.param_validation( params[:ticket] ) )

    # check if article is given
    if !params[:article]
      render :json => 'article hash is missing', :status => :unprocessable_entity
      return
    end

    # create ticket
    if !ticket.save
      render :json => ticket.errors, :status => :unprocessable_entity
      return
    end

    # create tags if given
    if params[:tags] && !params[:tags].empty?
      tags = params[:tags].split /,/
      tags.each {|tag|
        Tag.tag_add(
          :object        => 'Ticket',
          :o_id          => ticket.id,
          :item          => tag,
          :created_by_id => current_user.id,
        )
      }
    end

    # create article if given
    if params[:article]
      article_create( ticket, params[:article] )
    end

    render :json => ticket, :status => :created
  end

  # PUT /api/v1/tickets/1
  def update
    ticket = Ticket.find(params[:id])

    # permissin check
    return if !ticket_permission(ticket)

    if ticket.update_attributes( Ticket.param_validation( params[:ticket] ) )

      if params[:article]
        article_create( ticket, params[:article] )
      end

      render :json => ticket, :status => :ok
    else
      render :json => ticket.errors, :status => :unprocessable_entity
    end
  end

  # DELETE /api/v1/tickets/1
  def destroy
    ticket = Ticket.find( params[:id] )

    # permissin check
    return if !ticket_permission(ticket)

    ticket.destroy

    head :ok
  end

  # GET /api/v1/ticket_customer
  # GET /api/v1/tickets_customer
  def ticket_customer

    # return result
    result = Ticket::ScreenOptions.list_by_customer(
      :customer_id => params[:customer_id],
      :limit       => 15,
    )
    render :json => result
  end

  # GET /api/v1/ticket_history/1
  def ticket_history

    # get ticket data
    ticket = Ticket.find( params[:id] )

    # permissin check
    return if !ticket_permission( ticket )

    # get history of ticket
    history = ticket.history_get(true)


    # return result
    render :json => history
  end

  # GET /api/v1/ticket_related/1
  def ticket_related

    ticket = Ticket.find( params[:ticket_id] )
    assets = ticket.assets({})

    # open tickets by customer
    group_ids = Group.select( 'groups.id' ).joins(:users).
    where( 'groups_users.user_id = ?', current_user.id ).
    where( 'groups.active = ?', true ).
    map( &:id )
    access_condition = [ 'group_id IN (?)', group_ids ]
    ticket_list = Ticket.where(
      :customer_id  => ticket.customer_id,
      :state_id     => Ticket::State.by_category( 'open' )

    )
    .where(access_condition)
    .where( 'id != ?', [ ticket.id ] )
    .order('created_at DESC')
    .limit(6)

    # get related assets
    ticket_ids_by_customer = []
    ticket_list.each {|ticket|
      ticket_ids_by_customer.push ticket.id
      assets = ticket.assets(assets)
    }


    ticket_ids_recent_viewed = []
    ticket_recent_view = RecentView.list( current_user, 8, 'Ticket' )
    ticket_recent_view.each {|item|
      if item['object'] == 'Ticket'
        ticket_ids_recent_viewed.push item['o_id']
        ticket = Ticket.find( item['o_id'] )
        assets = ticket.assets(assets)
      end
    }

    # return result
    render :json => {
      :assets                   => assets,
      :ticket_ids_by_customer   => ticket_ids_by_customer,
      :ticket_ids_recent_viewed => ticket_ids_recent_viewed,
    }
  end

  # GET /api/v1/ticket_merge/1/1
  def ticket_merge

    # check master ticket
    ticket_master = Ticket.where( :number => params[:master_ticket_number] ).first
    if !ticket_master
      render :json => {
        :result  => 'faild',
        :message => 'No such master ticket number!',
      }
      return
    end

    # permissin check
    return if !ticket_permission(ticket_master)

    # check slave ticket
    ticket_slave = Ticket.where( :id => params[:slave_ticket_id] ).first
    if !ticket_slave
      render :json => {
        :result  => 'faild',
        :message => 'No such slave ticket!',
      }
      return
    end

    # permissin check
    return if !ticket_permission( ticket_slave )

    # check diffetent ticket ids
    if ticket_slave.id == ticket_master.id
      render :json => {
        :result  => 'faild',
        :message => 'Can\'t merge ticket with it self!',
      }
      return
    end

    # merge ticket
    success = ticket_slave.merge_to(
      {
        :ticket_id     => ticket_master.id,
        :created_by_id => current_user.id,
      }
    )

    # return result
    render :json => {
      :result        => 'success',
      :master_ticket => ticket_master.attributes,
      :slave_ticket  => ticket_slave.attributes,
    }
  end

  # GET /api/v1/ticket_full/1
  def ticket_full

    # permission check
    ticket = Ticket.find( params[:id] )
    return if !ticket_permission( ticket )

    # get attributes to update
    attributes_to_change = Ticket::ScreenOptions.attributes_to_change( :user => current_user, :ticket => ticket )

    # get related users
    assets = attributes_to_change[:assets]
    assets = ticket.assets(assets)

    # get related articles
    articles = Ticket::Article.where( :ticket_id => params[:id] )

    # get related users
    article_ids = []
    articles.each {|article|

      # ignore internal article if customer is requesting
      next if article.internal == true && is_role('Customer')

      # load article ids
      article_ids.push article.id

      # load assets
      assets = article.assets(assets)
    }

    # get links
    links = Link.list(
      :link_object       => 'Ticket',
      :link_object_value => ticket.id,
    )
    link_list = []
    links.each { |item|
      link_list.push item
      if item['link_object'] == 'Ticket'
        linked_ticket = Ticket.lookup( :id => item['link_object_value'] )
        assets = linked_ticket.assets(assets)
      end
    }

    # get tags
    tags = Tag.tag_list(
      :object => 'Ticket',
      :o_id   => ticket.id,
    )

    # return result
    render :json => {
      :ticket_id          => ticket.id,
      :ticket_article_ids => article_ids,
      :assets             => assets,
      :links              => link_list,
      :tags               => tags,
      :form_meta          => {
        :filter       => attributes_to_change[:filter],
        :dependencies => attributes_to_change[:dependencies],
      }
    }
  end

  # GET /api/v1/ticket_create/1
  def ticket_create

    # get attributes to update
    attributes_to_change = Ticket::ScreenOptions.attributes_to_change(
      :user       => current_user,
      :ticket_id  => params[:ticket_id],
      :article_id => params[:article_id]
    )

    assets = attributes_to_change[:assets]
    # split data
    split = {}
    if params[:ticket_id] && params[:article_id]
      ticket = Ticket.find( params[:ticket_id] )
      split[:ticket_id] = ticket.id
      assets = ticket.assets(assets)

      # get related articles
      article = Ticket::Article.find( params[:article_id] )
      split[:article_id] = article.id
      assets = article.assets(assets)
    end

    # return result
    render :json => {
      :split     => split,
      :assets    => assets,
      :form_meta => {
        :filter       => attributes_to_change[:filter],
        :dependencies => attributes_to_change[:dependencies],
      }
    }
  end

  # GET /api/v1/tickets/search
  def search

    # permit nested conditions
    params.require(:condition).permit!

    # build result list
    tickets = Ticket.search(
      :limit        => params[:limit],
      :query        => params[:term],
      :condition    => params[:condition],
      :current_user => current_user,
      :detail       => params[:detail]
    )
    assets = {}
    ticket_result = []
    tickets.each do |ticket|
      ticket_result.push ticket.id
      assets = ticket.assets(assets)
    end

    # return result
    render :json => {
      :tickets       => ticket_result,
      :tickets_count => tickets.count,
      :assets        => assets,
    }
  end

  # GET /api/v1/ticket_stats
  def stats

    if !params[:user_id] && !params[:organization_id]
      raise "Need user_id or organization_id as param"
    end

    # permissin check
    #return if !ticket_permission(ticket)

    # lookup open user tickets
    limit                      = 100
    assets                     = {}
    access_condition           = Ticket.access_condition( current_user )
    now                        = DateTime.now
    user_tickets_open_ids      = []
    user_tickets_closed_ids    = []
    user_ticket_volume_by_year = []
    if params[:user_id]
      user = User.find( params[:user_id] )
      condition = {
        'tickets.state_id'    => Ticket::State.by_category('open'),
        'tickets.customer_id' => user.id,
      }
      user_tickets_open = Ticket.search(
        :limit        => limit,
        #:query        => params[:term],
        :condition    => condition,
        :current_user => current_user,
        :detail       => true,
      )
      user_tickets_open_ids = assets_of_tickets(user_tickets_open, assets)

      # lookup closed user tickets
      condition = {
        'tickets.state_id'    => Ticket::State.by_category('closed'),
        'tickets.customer_id' => user.id,
      }
      user_tickets_closed = Ticket.search(
        :limit        => limit,
        #:query        => params[:term],
        :condition    => condition,
        :current_user => current_user,
        :detail       => true,
      )
      user_tickets_closed_ids = assets_of_tickets(user_tickets_closed, assets)

      # generate stats by user
      (0..11).each {|month_back|
        date_to_check = DateTime.now - month_back.month
        date_start = "#{date_to_check.year}-#{date_to_check.month}-#{01} 00:00:00"
        date_end   = "#{date_to_check.year}-#{date_to_check.month}-#{date_to_check.end_of_month.day} 00:00:00"

        condition = {
          'tickets.customer_id' => user.id,
        }

        # created
        created = Ticket.where('created_at > ? AND created_at < ?', date_start, date_end ).
          where(access_condition).
          where(condition).
          count

        # closed
        closed = Ticket.where('close_time > ? AND close_time < ?', date_start, date_end  ).
          where(access_condition).
          where(condition).
          count

        data = {
          :month   => date_to_check.month,
          :year    => date_to_check.year,
          :text    => Date::MONTHNAMES[date_to_check.month],
          :created => created,
          :closed  => closed,
        }
        user_ticket_volume_by_year.push data
      }
    end

    # lookup open org tickets
    org_tickets_open_ids      = []
    org_tickets_closed_ids    = []
    org_ticket_volume_by_year = []
    if params[:organization_id] && !params[:organization_id].empty?
      organization = Organization.find( params[:organization_id] )

      condition = {
        'tickets.state_id'        => Ticket::State.by_category('open'),
        'tickets.organization_id' => params[:organization_id],
      }
      org_tickets_open = Ticket.search(
        :limit        => limit,
        #:query        => params[:term],
        :condition    => condition,
        :current_user => current_user,
        :detail       => true,
      )
      org_tickets_open_ids = assets_of_tickets(org_tickets_open, assets)

      # lookup closed org tickets
      condition = {
        'tickets.state_id'        => Ticket::State.by_category('closed'),
        'tickets.organization_id' => params[:organization_id],
      }
      org_tickets_closed = Ticket.search(
        :limit        => limit,
        #:query        => params[:term],
        :condition    => condition,
        :current_user => current_user,
        :detail       => true,
      )
      org_tickets_closed_ids = assets_of_tickets(org_tickets_closed, assets)

      # generate stats by org
      (0..11).each {|month_back|
        date_to_check = DateTime.now - month_back.month
        date_start = "#{date_to_check.year}-#{date_to_check.month}-#{01} 00:00:00"
        date_end   = "#{date_to_check.year}-#{date_to_check.month}-#{date_to_check.end_of_month.day} 00:00:00"

        condition = {
          'tickets.organization_id' => params[:organization_id],
        }

        # created
        created = Ticket.where('created_at > ? AND created_at < ?', date_start, date_end ).where(condition).count

        # closed
        closed = Ticket.where('close_time > ? AND close_time < ?', date_start, date_end  ).where(condition).count

        data = {
          :month   => date_to_check.month,
          :year    => date_to_check.year,
          :text    => Date::MONTHNAMES[date_to_check.month],
          :created => created,
          :closed  => closed,
        }
        org_ticket_volume_by_year.push data
      }
    end

    # return result
    render :json => {
      :user_tickets_open_ids      => user_tickets_open_ids,
      :user_tickets_closed_ids    => user_tickets_closed_ids,
      :org_tickets_open_ids       => org_tickets_open_ids,
      :org_tickets_closed_ids     => org_tickets_closed_ids,
      :user_ticket_volume_by_year => user_ticket_volume_by_year,
      :org_ticket_volume_by_year  => org_ticket_volume_by_year,
      :assets                     => assets,
    }
  end

  private

  def assets_of_tickets(tickets, assets)
    ticket_ids = []
    tickets.each do |ticket|
      ticket_ids.push ticket.id
      assets = ticket.assets(assets)
    end
    return ticket_ids
  end

  def article_create(ticket, params)

    # create article if given
    form_id  = params[:form_id]
    params.delete(:form_id)
    article = Ticket::Article.new( Ticket::Article.param_validation( params ) )
    article.ticket_id = ticket.id

    # find attachments in upload cache
    if form_id
      article.attachments = Store.list(
        :object => 'UploadCache',
        :o_id   => form_id,
      )
    end
    if !article.save
      render :json => article.errors, :status => :unprocessable_entity
      return
    end

    # remove attachments from upload cache
    if form_id
      Store.remove(
        :object => 'UploadCache',
        :o_id   => form_id,
      )
    end
  end
end