Initial version for OTRS import.
This commit is contained in:
Martin Edenhofer
parent
8587f6f4e4
commit
5ef4c19007
1 changed files with 681 additions and 0 deletions
681
lib/import/otrs.rb
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681
lib/import/otrs.rb
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@ -0,0 +1,681 @@
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module Import::OTRS
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@@url = 'http://vz109.demo.znuny.com/'
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@@key = 'KFWUKfasdjuiU3424k212mALGJU3591KFE'
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def self.request(part)
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url = @@url + part
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puts 'GET:' + url
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# response = Net::HTTP.get_response( URI.parse(url), { :use_ssl => true, :verify_mode => OpenSSL::SSL::VERIFY_NONE } )
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uri = URI.parse(url)
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http = Net::HTTP.new(uri.host, uri.port)
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if url =~ /https/i
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http.use_ssl = true
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http.verify_mode = OpenSSL::SSL::VERIFY_NONE
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end
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request = Net::HTTP::Get.new(uri.request_uri)
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response = http.request(request)
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# puts 'R:' + response.body.to_s
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return response
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end
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def self.json(response)
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data = Encode.conv( 'utf8', response.body.to_s )
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JSON.parse( data )
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end
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def self.start
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puts 'Start import...'
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# set system in import mode
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Setting.set('import_mode', true)
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# check if system is in import mode
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if !Setting.get('import_mode')
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raise "System is not in import mode!"
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end
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response = request("/otrs/public.pl?Key=#{@@key};Action=Export")
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return if response.code.to_s != '200'
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#self.ticket('156115')
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#return
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# create states
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ticket_state
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# create priorities
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ticket_priority
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# create groups
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ticket_group
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# create agents
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user
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# create customers
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# customer
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result = JSON.parse( response.body )
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while true
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ticket_ids = result.pop(10)
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return if ticket_ids.empty?
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self.ticket(ticket_ids)
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end
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return
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# result.reverse.each { |ticket_id|
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result.each { |ticket_id|
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# sleep 0.1
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ticket = self.ticket(ticket_id)
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}
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end
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def self.ticket(ticket_ids)
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url = "/otrs/public.pl?Key=#{@@key};Action=Export;Type=Ticket;"
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ticket_ids.each {|ticket_id|
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url = url + "TicketID=#{CGI::escape ticket_id};"
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}
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response = request( url )
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return if response.code.to_s != '200'
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result = json(response)
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# puts result.inspect
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map = {
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:Ticket => {
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:Changed => :updated_at,
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:Created => :created_at,
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:CreateBy => :created_by_id,
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:TicketNumber => :number,
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:QueueID => :group_id,
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:StateID => :ticket_state_id,
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:PriorityID => :ticket_priority_id,
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:Owner => :owner,
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:CustomerUserID => :customer,
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:Title => :title,
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:TicketID => :id,
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:FirstResponse => :first_response,
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# :FirstResponseInMin => ?,
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# :FirstResponseDiffInMin => ?,
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:Closed => :close_time,
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# :CloseTimeInMin => ?,
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# :CloseTimeDiffInMin => ?,
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},
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:Article => {
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:SenderType => :ticket_article_sender,
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:ArticleType => :ticket_article_type,
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:TicketID => :ticket_id,
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:ArticleID => :id,
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:Body => :body,
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:From => :from,
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:To => :to,
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:Cc => :cc,
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:Subject => :subject,
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:InReplyTo => :in_reply_to,
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:MessageID => :message_id,
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# :ReplyTo => :reply_to,
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:References => :references,
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:Changed => :updated_at,
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:Created => :created_at,
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:ChangedBy => :updated_by_id,
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:CreatedBy => :created_by_id,
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},
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}
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result.each {|record|
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ticket_new = {
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:created_by_id => 1,
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:updated_by_id => 1,
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}
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map[:Ticket].each { |key,value|
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if record['Ticket'][key.to_s]
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ticket_new[value] = Encode.conv( 'utf8', record['Ticket'][key.to_s] )
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end
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}
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# puts key.to_s
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# puts value.to_s
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#puts 'new ticket data ' + ticket_new.inspect
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# check if state already exists
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ticket_old = Ticket.where( :id => ticket_new[:id] ).first
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#puts 'TICKET OLD ' + ticket_old.inspect
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# find user
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if ticket_new[:owner]
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user = User.where( :login => ticket_new[:owner] ).first
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if user
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ticket_new[:owner_id] = user.id
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else
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ticket_new[:owner_id] = 1
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end
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ticket_new.delete(:owner)
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end
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if ticket_new[:customer]
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user = User.where( :login => ticket_new[:customer] ).first
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if user
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ticket_new[:customer_id] = user.id
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else
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ticket_new[:customer_id] = 1
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end
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ticket_new.delete(:customer)
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else
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ticket_new[:customer_id] = 1
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end
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# puts 'ttt' + ticket_new.inspect
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# set state types
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if ticket_old
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puts "update Ticket.find(#{ticket_new[:id]})"
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ticket_old.update_attributes(ticket_new)
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else
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puts "add Ticket.find(#{ticket_new[:id]})"
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ticket = Ticket.new(ticket_new)
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ticket.id = ticket_new[:id]
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ticket.save
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end
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record['Articles'].each { |article|
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# get article values
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article_new = {
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:created_by_id => 1,
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:updated_by_id => 1,
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}
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map[:Article].each { |key,value|
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if article[key.to_s]
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article_new[value] = Encode.conv( 'utf8', article[key.to_s] )
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end
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}
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# create customer/sender if needed
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if article_new[:ticket_article_sender] == 'customer' && article_new[:created_by_id].to_i == 1 && !article_new[:from].empty?
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# set extra headers
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begin
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email = Mail::Address.new( article_new[:from] ).address
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rescue
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email = article_new[:from]
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if article_new[:from] =~ /<(.+?)>/
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email = $1
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end
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end
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user = User.where( :email => email ).first
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if !user
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begin
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display_name = Mail::Address.new( article_new[:from] ).display_name ||
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( Mail::Address.new( article_new[:from] ).comments && Mail::Address.new( article_new[:from] ).comments[0] )
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rescue
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display_name = article_new[:from]
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end
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# do extra decoding because we needed to use field.value
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display_name = Mail::Field.new( 'X-From', display_name ).to_s
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roles = Role.where( :name => 'Customer' )
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user = User.create(
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:login => email,
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:firstname => display_name,
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:lastname => '',
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:email => email,
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:password => '',
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:active => true,
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:roles => roles,
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:updated_by_id => 1,
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:created_by_id => 1,
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)
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end
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article_new[:created_by_id] = user.id
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end
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if article_new[:ticket_article_sender] == 'customer'
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article_new[:ticket_article_sender_id] = Ticket::Article::Sender.lookup( :name => 'Customer' ).id
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article_new.delete( :ticket_article_sender )
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end
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if article_new[:ticket_article_sender] == 'agent'
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article_new[:ticket_article_sender_id] = Ticket::Article::Sender.lookup( :name => 'Agent' ).id
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article_new.delete( :ticket_article_sender )
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end
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if article_new[:ticket_article_sender] == 'system'
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article_new[:ticket_article_sender_id] = Ticket::Article::Sender.lookup( :name => 'System' ).id
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article_new.delete( :ticket_article_sender )
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end
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if article_new[:ticket_article_type] == 'email-external'
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article_new[:ticket_article_type_id] = Ticket::Article::Type.lookup( :name => 'email' ).id
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article_new[:internal] = false
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elsif article_new[:ticket_article_type] == 'email-internal'
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article_new[:ticket_article_type_id] = Ticket::Article::Type.lookup( :name => 'email' ).id
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article_new[:internal] = true
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elsif article_new[:ticket_article_type] == 'note-external'
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article_new[:ticket_article_type_id] = Ticket::Article::Type.lookup( :name => 'note' ).id
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article_new[:internal] = false
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elsif article_new[:ticket_article_type] == 'note-internal'
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article_new[:ticket_article_type_id] = Ticket::Article::Type.lookup( :name => 'note' ).id
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article_new[:internal] = true
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elsif article_new[:ticket_article_type] == 'phone'
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article_new[:ticket_article_type_id] = Ticket::Article::Type.lookup( :name => 'phone' ).id
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article_new[:internal] = false
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elsif article_new[:ticket_article_type] == 'webrequest'
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article_new[:ticket_article_type_id] = Ticket::Article::Type.lookup( :name => 'web' ).id
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article_new[:internal] = false
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else
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article_new[:ticket_article_type_id] = 9
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end
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article_new.delete( :ticket_article_type )
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article_old = Ticket::Article.where( :id => article_new[:id] ).first
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#puts 'ARTICLE OLD ' + article_old.inspect
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# set state types
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if article_old
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puts "update Ticket::Article.find(#{article_new[:id]})"
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# puts article_new.inspect
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article_old.update_attributes(article_new)
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else
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puts "add Ticket::Article.find(#{article_new[:id]})"
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article = Ticket::Article.new(article_new)
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article.id = article_new[:id]
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article.save
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end
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}
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record['History'].each { |history|
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# puts '-------'
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# puts history.inspect
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if history['HistoryType'] == 'NewTicket'
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History.history_create(
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:id => history['HistoryID'],
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:o_id => history['TicketID'],
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:history_type => 'created',
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:history_object => 'Ticket',
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:created_at => history['CreateTime'],
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:created_by_id => history['CreateBy']
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)
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end
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if history['HistoryType'] == 'StateUpdate'
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data = history['Name']
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# "%%new%%open%%"
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from = nil
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to = nil
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if data =~ /%%(.+?)%%(.+?)%%/
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from = $1
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to = $2
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end
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History.history_create(
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:id => history['HistoryID'],
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:o_id => history['TicketID'],
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:history_type => 'updated',
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:history_object => 'Ticket',
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:history_attribute => 'ticket_state',
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:value_from => from,
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:value_to => to,
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:created_at => history['CreateTime'],
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:created_by_id => history['CreateBy']
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)
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end
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if history['HistoryType'] == 'Move'
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data = history['Name']
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# "%%Queue1%%5%%Postmaster%%1"
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from = nil
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to = nil
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if data =~ /%%(.+?)%%(.+?)%%(.+?)%%(.+?)$/
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from = $1
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from_id = $2
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to = $3
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to_id = $4
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end
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History.history_create(
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:id => history['HistoryID'],
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:o_id => history['TicketID'],
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:history_type => 'updated',
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:history_object => 'Ticket',
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:history_attribute => 'group',
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:value_from => from,
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:value_to => to,
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:id_from => from_id,
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:id_to => to_id,
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:created_at => history['CreateTime'],
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:created_by_id => history['CreateBy']
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)
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end
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if history['HistoryType'] == 'Move'
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data = history['Name']
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# "%%Queue1%%5%%Postmaster%%1"
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from = nil
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to = nil
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if data =~ /%%(.+?)%%(.+?)%%(.+?)%%(.+?)$/
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from = $1
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from_id = $2
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to = $3
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to_id = $4
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end
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History.history_create(
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:id => history['HistoryID'],
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:o_id => history['TicketID'],
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:history_type => 'updated',
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:history_object => 'Ticket',
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:history_attribute => 'group',
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:value_from => from,
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:value_to => to,
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:id_from => from_id,
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:id_to => to_id,
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:created_at => history['CreateTime'],
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:created_by_id => history['CreateBy']
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)
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end
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if history['HistoryType'] == 'PriorityUpdate'
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data = history['Name']
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# "%%3 normal%%3%%5 very high%%5"
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from = nil
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to = nil
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if data =~ /%%(.+?)%%(.+?)%%(.+?)%%(.+?)$/
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from = $1
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from_id = $2
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to = $3
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to_id = $4
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end
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History.history_create(
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:id => history['HistoryID'],
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:o_id => history['TicketID'],
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:history_type => 'updated',
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:history_object => 'Ticket',
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:history_attribute => 'ticket_priority',
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:value_from => from,
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:value_to => to,
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:id_from => from_id,
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:id_to => to_id,
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:created_at => history['CreateTime'],
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:created_by_id => history['CreateBy']
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)
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end
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if history['ArticleID'] && history['ArticleID'] != 0
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History.history_create(
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:id => history['HistoryID'],
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:o_id => history['ArticleID'],
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:history_type => 'created',
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:history_object => 'Ticket::Article',
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:related_o_id => history['TicketID'],
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:related_history_object => 'Ticket',
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:created_at => history['CreateTime'],
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:created_by_id => history['CreateBy']
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)
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end
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}
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}
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end
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def self.ticket_state
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response = request( "/otrs/public.pl?Key=#{@@key};Action=Export;Type=State" )
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return if response.code.to_s != '200'
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result = json(response)
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# puts result.inspect
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map = {
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:ChangeTime => :updated_at,
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:CreateTime => :created_at,
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:CreateBy => :created_by_id,
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:ChangeBy => :updated_by_id,
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:Name => :name,
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:ID => :id,
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:ValidID => :active,
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:Comment => :note,
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};
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Ticket::State.all.each {|state|
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state.name = state.name + '_tmp'
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state.save
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}
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result.each { |state|
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_set_valid(state)
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# get new attributes
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state_new = {
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:created_by_id => 1,
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:updated_by_id => 1,
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}
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map.each { |key,value|
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if state[key.to_s]
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state_new[value] = state[key.to_s]
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end
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}
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# check if state already exists
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state_old = Ticket::State.where( :id => state_new[:id] ).first
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# puts 'st: ' + state['TypeName']
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# set state types
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if state['TypeName'] == 'pending auto'
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state['TypeName'] = 'pending action'
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end
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ticket_state_type = Ticket::StateType.where( :name => state['TypeName'] ).first
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state_new[:state_type_id] = ticket_state_type.id
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if state_old
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state_old.update_attributes(state_new)
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else
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state = Ticket::State.new(state_new)
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state.id = state_new[:id]
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state.save
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end
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}
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end
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def self.ticket_priority
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response = request( "/otrs/public.pl?Key=#{@@key};Action=Export;Type=Priority" )
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return if response.code.to_s != '200'
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result = json(response)
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map = {
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:ChangeTime => :updated_at,
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:CreateTime => :created_at,
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:CreateBy => :created_by_id,
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:ChangeBy => :updated_by_id,
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:Name => :name,
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:ID => :id,
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:ValidID => :active,
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:Comment => :note,
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};
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result.each { |priority|
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_set_valid(priority)
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# get new attributes
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priority_new = {
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:created_by_id => 1,
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:updated_by_id => 1,
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}
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map.each { |key,value|
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if priority[key.to_s]
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priority_new[value] = priority[key.to_s]
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end
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}
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|
||||
# check if state already exists
|
||||
priority_old = Ticket::Priority.where( :id => priority_new[:id] ).first
|
||||
|
||||
# set state types
|
||||
if priority_old
|
||||
priority_old.update_attributes(priority_new)
|
||||
else
|
||||
priority = Ticket::Priority.new(priority_new)
|
||||
priority.id = priority_new[:id]
|
||||
priority.save
|
||||
end
|
||||
}
|
||||
end
|
||||
def self.ticket_group
|
||||
response = request( "/otrs/public.pl?Key=#{@@key};Action=Export;Type=Queue" )
|
||||
return if response.code.to_s != '200'
|
||||
|
||||
result = json(response)
|
||||
map = {
|
||||
:ChangeTime => :updated_at,
|
||||
:CreateTime => :created_at,
|
||||
:CreateBy => :created_by_id,
|
||||
:ChangeBy => :updated_by_id,
|
||||
:Name => :name,
|
||||
:QueueID => :id,
|
||||
:ValidID => :active,
|
||||
:Comment => :note,
|
||||
};
|
||||
|
||||
result.each { |group|
|
||||
_set_valid(group)
|
||||
|
||||
# get new attributes
|
||||
group_new = {
|
||||
:created_by_id => 1,
|
||||
:updated_by_id => 1,
|
||||
}
|
||||
map.each { |key,value|
|
||||
if group[key.to_s]
|
||||
group_new[value] = group[key.to_s]
|
||||
end
|
||||
}
|
||||
|
||||
# check if state already exists
|
||||
group_old = Group.where( :id => group_new[:id] ).first
|
||||
|
||||
# set state types
|
||||
if group_old
|
||||
group_old.update_attributes(group_new)
|
||||
else
|
||||
group = Group.new(group_new)
|
||||
group.id = group_new[:id]
|
||||
group.save
|
||||
end
|
||||
}
|
||||
end
|
||||
def self.user
|
||||
response = request( "/otrs/public.pl?Key=#{@@key};Action=Export;Type=User" )
|
||||
return if response.code.to_s != '200'
|
||||
result = json(response)
|
||||
map = {
|
||||
:ChangeTime => :updated_at,
|
||||
:CreateTime => :created_at,
|
||||
:CreateBy => :created_by_id,
|
||||
:ChangeBy => :updated_by_id,
|
||||
:UserID => :id,
|
||||
:ValidID => :active,
|
||||
:Comment => :note,
|
||||
:UserEmail => :email,
|
||||
:UserFirstname => :firstname,
|
||||
:UserLastname => :lastname,
|
||||
# :UserTitle =>
|
||||
:UserLogin => :login,
|
||||
:UserPw => :password,
|
||||
};
|
||||
|
||||
result.each { |user|
|
||||
# puts 'USER: ' + user.inspect
|
||||
# if user['UserID'] != 1
|
||||
_set_valid(user)
|
||||
# puts 'USER: ' + user.inspect
|
||||
|
||||
# get new attributes
|
||||
user_new = {
|
||||
:created_by_id => 1,
|
||||
:updated_by_id => 1,
|
||||
:source => 'OTRS Import',
|
||||
:role_ids => [1,2],
|
||||
}
|
||||
map.each { |key,value|
|
||||
if user[key.to_s]
|
||||
user_new[value] = user[key.to_s]
|
||||
end
|
||||
}
|
||||
|
||||
# check if state already exists
|
||||
# user_old = User.where( :login => user_new[:login] ).first
|
||||
user_old = User.where( :id => user_new[:id] ).first
|
||||
|
||||
# set state types
|
||||
if user_old
|
||||
puts "update User.find(#{user_new[:id]})"
|
||||
# puts 'Update User' + user_new.inspect
|
||||
user_old.update_attributes(user_new)
|
||||
else
|
||||
puts "add User.find(#{user_new[:id]})"
|
||||
# puts 'Add User' + user_new.inspect
|
||||
user = User.new(user_new)
|
||||
user.id = user_new[:id]
|
||||
user.save
|
||||
end
|
||||
|
||||
# end
|
||||
}
|
||||
end
|
||||
def self.customer
|
||||
done = false
|
||||
count = 0
|
||||
while done == false
|
||||
sleep 2
|
||||
puts "Count=#{count};Offset=#{count}"
|
||||
response = request( "/otrs/public.pl?Key=#{@@key};Action=Export;Type=Customer;Count=100;Offset=#{count}" )
|
||||
count = count + 3000
|
||||
return if response.code.to_s != '200'
|
||||
result = json(response)
|
||||
map = {
|
||||
:ChangeTime => :updated_at,
|
||||
:CreateTime => :created_at,
|
||||
:CreateBy => :created_by_id,
|
||||
:ChangeBy => :updated_by_id,
|
||||
:ValidID => :active,
|
||||
:UserComment => :note,
|
||||
:UserEmail => :email,
|
||||
:UserFirstname => :firstname,
|
||||
:UserLastname => :lastname,
|
||||
# :UserTitle =>
|
||||
:UserLogin => :login,
|
||||
:UserPassword => :password,
|
||||
:UserPhone => :phone,
|
||||
:UserFax => :fax,
|
||||
:UserMobile => :mobile,
|
||||
:UserStreet => :street,
|
||||
:UserZip => :zip,
|
||||
:UserCity => :city,
|
||||
:UserCountry => :country,
|
||||
};
|
||||
|
||||
done = true
|
||||
result.each { |user|
|
||||
done = false
|
||||
_set_valid(user)
|
||||
|
||||
# get new attributes
|
||||
user_new = {
|
||||
:created_by_id => 1,
|
||||
:updated_by_id => 1,
|
||||
:source => 'OTRS Import',
|
||||
:role_ids => [3],
|
||||
}
|
||||
map.each { |key,value|
|
||||
if user[key.to_s]
|
||||
user_new[value] = user[key.to_s]
|
||||
end
|
||||
}
|
||||
|
||||
# check if state already exists
|
||||
# user_old = User.where( :login => user_new[:login] ).first
|
||||
user_old = User.where( :login => user_new[:login] ).first
|
||||
|
||||
# set state types
|
||||
if user_old
|
||||
puts "update User.find(#{user_new[:id]})"
|
||||
# puts 'Update User' + user_new.inspect
|
||||
user_old.update_attributes(user_new)
|
||||
else
|
||||
# puts 'Add User' + user_new.inspect
|
||||
puts "add User.find(#{user_new[:id]})"
|
||||
user = User.new(user_new)
|
||||
user.save
|
||||
end
|
||||
}
|
||||
end
|
||||
end
|
||||
def self._set_valid(record)
|
||||
# map
|
||||
if record['ValidID'] == '3'
|
||||
record['ValidID'] = '2'
|
||||
end
|
||||
if record['ValidID'] == '2'
|
||||
record['ValidID'] = false
|
||||
end
|
||||
if record['ValidID'] == '1'
|
||||
record['ValidID'] = true
|
||||
end
|
||||
if record['ValidID'] == '0'
|
||||
record['ValidID'] = false
|
||||
end
|
||||
end
|
||||
end
|
||||
Loading…
Reference in a new issue