Implemented import mode (disabled sending emails, stop executing of not needed triggers).

app/assets/javascripts/app/controllers/agent_ticket_history.js.coffee

@@ -1,5 +1,4 @@
 class App.TicketHistory extends App.ControllerModal
-  
   events:
     'click [data-type=sortorder]': 'sortorder',
     'click .close': 'close',

app/models/channel/email_build.rb

@@ -19,7 +19,7 @@ class Channel::EmailBuild
     end
 
     attr['X-Powered-BY'] = 'OTRS - Open Ticket Request System (http://otrs.org/)'
-    attr['X-Mailer'] = 'OTRS Mail Service (3.0.12)'
+    attr['X-Mailer'] = 'OTRS Mail Service (3.x)'
 
     # set headers
     attr.each do |key, v|

app/models/channel/sendmail.rb

@@ -1,6 +1,10 @@
 class Channel::Sendmail < Channel::EmailBuild
   include UserInfo
   def send(attr, channel, notification = false)
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
     mail = build(attr, notification)
     mail.delivery_method :sendmail
     mail.deliver    

app/models/channel/smtp.rb

@@ -1,6 +1,10 @@
 class Channel::SMTP < Channel::EmailBuild
   include UserInfo
   def send(attr, channel, notification = false)
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
     mail = build(attr, notification)
     mail.delivery_method :smtp, {
       :openssl_verify_mode  => 'none',

app/models/history.rb

@@ -31,7 +31,8 @@ class History < ActiveRecord::Base
     end
 
     # create history
-    History.create(
+    record = {
+      :id                          => data[:id],
       :o_id                        => data[:o_id],
       :history_type_id             => history_type.id,
       :history_object_id           => history_object.id,
@@ -42,9 +43,20 @@ class History < ActiveRecord::Base
       :value_to                    => data[:value_to],
       :id_from                     => data[:id_from],
       :id_to                       => data[:id_to],
+      :created_at                  => data[:created_at],
       :created_by_id               => data[:created_by_id]
-    )
+    }
-    
+    history_record = nil
+    if data[:id]
+      history_record = History.where( :id => data[:id] ).first
+    end
+    if history_record
+      history_record.update_attributes(record)
+    else
+      record_new = History.create(record)
+      record_new.id = record[:id]
+      record_new.save
+    end
   end
 
   def self.history_destroy( requested_object, requested_object_id )

app/models/observer/history.rb

@@ -28,9 +28,7 @@ class Observer::History < ActiveRecord::Observer
     current = record.class.find(record.id)
 
     # do not send anything if nothing has changed
-    if current.attributes == record.attributes
+    return if current.attributes == record.attributes
-      return
-    end
   
     puts "HISTORY OBSERVER, object will be updated #{ record.class.name.to_s}.find(#{ current.id.to_s })"
 #    puts 'current'
@@ -61,12 +59,19 @@ class Observer::History < ActiveRecord::Observer
         :lookup_name    => 'name',
       }
     }
-    
+
+    ignore_attributes = {
+      :created_at               => true,
+      :updated_at               => true,
+      :article_count            => true,
+      :create_article_type_id   => true,
+      :create_article_sender_id => true,
+    }
+
     diff.each do |key, value_ids|
 
       # do not log created_at and updated_at attributes
-      next if key.to_s == 'created_at'
+      next if ignore_attributes[key.to_sym] == true
-      next if key.to_s == 'updated_at'
 
       puts " CHANGED: #{key} is #{value_ids.inspect}"
 

app/models/observer/ticket/article/communicate_email.rb

@@ -0,0 +1,69 @@
+class Observer::Ticket::Article::CommunicateEmail < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def after_create(record)
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
+    # if sender is customer, do not communication
+    sender = Ticket::Article::Sender.where( :id => record.ticket_article_sender_id ).first
+    return 1 if sender == nil
+    return 1 if sender['name'] == 'Customer'
+
+    # only apply on emails
+    type = Ticket::Article::Type.where( :id => record.ticket_article_type_id ).first
+    return if type['name'] != 'email'
+
+    # build subject
+    ticket = Ticket.find(record.ticket_id)
+    subject = ticket.subject_build( record.subject )
+
+    # send email
+    a = Channel::IMAP.new
+    message = a.send(
+      {
+        :message_id  => record.message_id,
+        :in_reply_to => record.in_reply_to,
+        :from        => record.from,
+        :to          => record.to,
+        :cc          => record.cc,
+        :subject     => subject,
+        :body        => record.body,
+        :attachments => record.attachments
+      }
+    )
+
+    # store mail plain
+    Store.add(
+      :object      => 'Ticket::Article::Mail',
+      :o_id        => record.id,
+      :data        => message.to_s,
+      :filename    => "ticket-#{ticket.number}-#{record.id}.eml",
+      :preferences => {}
+    )
+
+    # add history record
+    recipient_list = ''
+    [:to, :cc].each { |key|
+      if record[key] && record[key] != ''
+        if recipient_list != ''
+          recipient_list += ','
+        end
+        recipient_list += record[key]
+      end
+    }
+    if recipient_list != ''
+      History.history_create(
+        :o_id                   => record.id,
+        :history_type           => 'email',
+        :history_object         => 'Ticket::Article',
+        :related_o_id           => ticket.id,
+        :related_history_object => 'Ticket',
+        :value_from             => record.subject,
+        :value_to               => recipient_list,
+        :created_by_id          => record.created_by_id,
+      )
+    end
+  end
+end

app/models/observer/ticket/article/communicate_facebook.rb

@@ -0,0 +1,27 @@
+class Observer::Ticket::Article::CommunicateFacebook < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def after_create(record)
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
+    # if sender is customer, do not communication
+    sender = Ticket::Article::Sender.where( :id => record.ticket_article_sender_id ).first
+    return 1 if sender == nil
+    return 1 if sender['name'] == 'Customer'
+
+    # only apply on emails
+    type = Ticket::Article::Type.where( :id => record.ticket_article_type_id ).first
+    return if type['name'] != 'facebook'
+
+    a = Channel::Facebook.new
+    a.send(
+      {
+        :from    => 'me@znuny.com',
+        :to      => 'medenhofer',
+        :body    => record.body
+      }
+    )
+  end
+end

app/models/observer/ticket/article/communicate_twitter.rb

@@ -0,0 +1,31 @@
+class Observer::Ticket::Article::CommunicateTwitter < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def after_create(record)
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
+    # if sender is customer, do not communication
+    sender = Ticket::Article::Sender.where( :id => record.ticket_article_sender_id ).first
+    return 1 if sender == nil
+    return 1 if sender['name'] == 'Customer'
+
+    # only apply on tweets
+    type = Ticket::Article::Type.where( :id => record.ticket_article_type_id ).first
+    return if type['name'] != 'twitter direct-message' && type['name'] != 'twitter status'
+
+    a = Channel::Twitter2.new
+    message = a.send(
+      {
+        :type        => type['name'],
+        :to          => record.to,
+        :body        => record.body,
+        :in_reply_to => record.in_reply_to
+      },
+      Rails.application.config.channel_twitter
+    )
+    record.message_id = message.id
+    record.save
+  end
+end

app/models/observer/ticket/article/fillup_from_email.rb

@@ -0,0 +1,42 @@
+class Observer::Ticket::Article::FillupFromEmail < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def before_create(record)
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
+    # if sender is customer, do not change anything
+    sender = Ticket::Article::Sender.where( :id => record.ticket_article_sender_id ).first
+    return if sender == nil
+    return if sender['name'] == 'Customer'
+
+    # set email attributes
+    type = Ticket::Article::Type.where( :id => record.ticket_article_type_id ).first
+    return if type['name'] != 'email'
+
+    # set subject if empty
+    ticket = Ticket.find( record.ticket_id )
+    if !record.subject || record.subject == ''
+      record.subject = ticket.title
+    end
+
+    # clean subject
+    record.subject = ticket.subject_clean( record.subject )
+
+    # generate message id
+    fqdn = Setting.get('fqdn')
+    record.message_id = '<' + DateTime.current.to_s(:number) + '.' + record.ticket_id.to_s + '.' + rand(999999).to_s() + '@' + fqdn + '>'
+
+    # set sender
+    email_address = ticket.group.email_address
+    system_sender = "#{email_address.realname} <#{email_address.email}>"
+    if Setting.get('ticket_define_email_from') == 'AgentNameSystemAddressName'
+      seperator = Setting.get('ticket_define_email_from_seperator')
+      sender    = User.find( record.created_by_id )
+      record.from = "#{sender.firstname} #{sender.lastname} #{seperator} #{system_sender}"
+    else
+      record.from = system_sender
+    end
+  end
+end

app/models/observer/ticket/article/fillup_from_general.rb

@@ -0,0 +1,20 @@
+class Observer::Ticket::Article::FillupFromGeneral < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def before_create(record)
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
+    # if sender is customer, do not change anything
+    sender = Ticket::Article::Sender.where( :id => record.ticket_article_sender_id ).first
+    return if sender == nil
+    return if sender['name'] == 'Customer'
+
+    # set from if not given
+    if !record.from
+      user = User.find( record.created_by_id )
+      record.from = "#{user.firstname} #{user.lastname}"
+    end
+  end
+end

app/models/observer/ticket/article_counter.rb

@@ -0,0 +1,12 @@
+class Observer::Ticket::ArticleCounter < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def after_create(record)
+
+    # get article count
+    record.ticket.article_count = record.ticket.articles.count
+
+    # save ticket
+    record.ticket.save
+  end
+end

app/models/observer/ticket/article_sender_type.rb

@@ -0,0 +1,16 @@
+class Observer::Ticket::ArticleSenderType < ActiveRecord::Observer
+  observe 'ticket::_article'
+
+  def after_create(record)
+
+    # get article count
+    count = Ticket::Article.where( :ticket_id => record.ticket_id ).count
+    return if count > 1
+
+    record.ticket.create_article_type_id = record.ticket_article_type_id
+    record.ticket.create_article_sender_id = record.ticket_article_sender_id
+
+    # save ticket
+    record.ticket.save
+  end
+end

app/models/observer/ticket/close_time.rb

@@ -4,6 +4,9 @@ class Observer::Ticket::CloseTime < ActiveRecord::Observer
   def after_update(record)
 #    puts 'check close time'
 
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
     # check if close_time is already set
     return true if record.close_time
 

app/models/observer/ticket/first_response.rb

@@ -4,6 +4,9 @@ class Observer::Ticket::FirstResponse < ActiveRecord::Observer
   def after_create(record)
 #    puts 'check first response'
 
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
     # if article in internal
     return true if record.internal
 
@@ -22,4 +25,4 @@ class Observer::Ticket::FirstResponse < ActiveRecord::Observer
     # save ticket
     record.ticket.save
   end
-end  
+end

app/models/observer/ticket/notification.rb

@@ -6,7 +6,10 @@ class Observer::Ticket::Notification < ActiveRecord::Observer
   @@event_buffer = []
 
   def self.transaction
-    
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
 #    puts '@@event_buffer'
 #    puts @@event_buffer.inspect
     @@event_buffer.each { |event|
@@ -233,6 +236,10 @@ From: #{article.from}
   end
 
   def after_create(record)
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
 #    puts 'CREATED!!!!'
 #    puts record.inspect
     e = {
@@ -245,6 +252,10 @@ From: #{article.from}
   end
 
   def before_update(record)
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
     puts 'before_update'
     current = record.class.find(record.id)
 
@@ -267,6 +278,10 @@ From: #{article.from}
   end
 
   def after_update(record)
+
+    # return if we run import mode
+    return if Setting.get('import_mode')
+
 #    puts 'after_update'
 #    puts record.inspect
 #    puts '-----'

app/models/setting.rb

@@ -31,6 +31,15 @@ class Setting < ApplicationModel
     return config
   end
 
+  def self.set(name, value)
+    setting = Setting.where( :name => name ).first
+    if !setting
+      raise "Can't find config setting '#{name}'"
+    end
+    setting.state = { :value => value }
+    setting.save
+  end
+
   def self.get(name)
     self.load
     return Thread.current[:settings_config][name]

app/models/ticket.rb

@@ -4,13 +4,15 @@ class Ticket < ApplicationModel
   before_destroy  :destroy_dependencies
   
   belongs_to    :group
-  has_many      :articles,        :class_name => 'Ticket::Article', :after_add => :cache_update, :after_remove => :cache_update
+  has_many      :articles,              :class_name => 'Ticket::Article', :after_add => :cache_update, :after_remove => :cache_update
   belongs_to    :organization
-  belongs_to    :ticket_state,    :class_name => 'Ticket::State'
+  belongs_to    :ticket_state,          :class_name => 'Ticket::State'
-  belongs_to    :ticket_priority, :class_name => 'Ticket::Priority'
+  belongs_to    :ticket_priority,       :class_name => 'Ticket::Priority'
-  belongs_to    :owner,           :class_name => 'User'
+  belongs_to    :owner,                 :class_name => 'User'
-  belongs_to    :customer,        :class_name => 'User'
+  belongs_to    :customer,              :class_name => 'User'
-  belongs_to    :created_by,      :class_name => 'User'
+  belongs_to    :created_by,            :class_name => 'User'
+  belongs_to    :create_article_type,   :class_name => 'Ticket::Article::Type'
+  belongs_to    :create_article_sender, :class_name => 'Ticket::Article::Sender'
 
   after_create  :cache_delete
   after_update  :cache_delete

app/models/ticket/article.rb

@@ -1,6 +1,5 @@
 class Ticket::Article < ApplicationModel
-  before_create :fillup
+  after_create  :attachment_check
-  after_create  :attachment_check, :communicate
   belongs_to    :ticket
   belongs_to    :ticket_article_type,   :class_name => 'Ticket::Article::Type'
   belongs_to    :ticket_article_sender, :class_name => 'Ticket::Article::Sender'
@@ -11,49 +10,6 @@ class Ticket::Article < ApplicationModel
   after_destroy :cache_delete
 
   private
-    def fillup
-
-      # if sender is customer, do not change anything
-      sender = Ticket::Article::Sender.where( :id => self.ticket_article_sender_id ).first
-      return if sender == nil
-      return if sender['name'] == 'Customer'
-
-      type = Ticket::Article::Type.where( :id => self.ticket_article_type_id ).first
-      ticket = Ticket.find(self.ticket_id)
-
-      # set from if not given
-      if !self.from
-        user = User.find(self.created_by_id)
-        self.from = "#{user.firstname} #{user.lastname}"
-      end
-
-      # set email attributes
-      if type['name'] == 'email'
-
-        # set subject if empty
-        if !self.subject || self.subject == ''
-          self.subject = ticket.title
-        end
-
-        # clean subject
-        self.subject = ticket.subject_clean(self.subject)
-
-        # generate message id
-        fqdn = Setting.get('fqdn')
-        self.message_id = '<' + DateTime.current.to_s(:number) + '.' + self.ticket_id.to_s + '.' + rand(999999).to_s() + '@' + fqdn + '>'
-
-        # set sender
-        email_address = ticket.group.email_address
-        system_sender = "#{email_address.realname} <#{email_address.email}>"
-        if Setting.get('ticket_define_email_from') == 'AgentNameSystemAddressName'
-          seperator = Setting.get('ticket_define_email_from_seperator')
-          sender    = User.find(self.created_by_id)
-          self.from = "#{sender.firstname} #{sender.lastname} #{seperator} #{system_sender}"
-        else
-          self.from = system_sender
-        end
-      end
-    end
     def attachment_check
 
       # do nothing if no attachment exists
@@ -73,108 +29,11 @@ class Ticket::Article < ApplicationModel
       self.attachments = article_store
     end
 
-    def communicate
-
-      # if sender is customer, do not communication
-      sender = Ticket::Article::Sender.where( :id => self.ticket_article_sender_id ).first
-      return 1 if sender == nil
-      return 1 if sender['name'] == 'Customer'
-
-      type = Ticket::Article::Type.where( :id => self.ticket_article_type_id ).first
-      ticket = Ticket.find(self.ticket_id)
-
-      # if sender is agent or system
-
-      # create tweet
-      if type['name'] == 'twitter direct-message' || type['name'] == 'twitter status'
-        a = Channel::Twitter2.new
-        message = a.send(
-          {
-            :type        => type['name'],
-            :to          => self.to,
-            :body        => self.body,
-            :in_reply_to => self.in_reply_to
-          },
-          Rails.application.config.channel_twitter
-        )
-        self.message_id = message.id
-        self.save
-      end
-
-      # post facebook comment
-      if type['name'] == 'facebook'
-        a = Channel::Facebook.new
-        a.send(
-          {
-            :from    => 'me@znuny.com',
-            :to      => 'medenhofer',
-            :body    => self.body
-          }
-        )
-      end
-
-      # send email
-      if type['name'] == 'email'
-
-        # build subject
-        subject = ticket.subject_build(self.subject)
-
-        # send email
-        a = Channel::IMAP.new
-        message = a.send(
-          {
-            :message_id  => self.message_id,
-            :in_reply_to => self.in_reply_to,
-            :from        => self.from,
-            :to          => self.to,
-            :cc          => self.cc,
-            :subject     => subject,
-            :body        => self.body,
-            :attachments => self.attachments
-          }
-        )
-
-        # store mail plain
-        Store.add(
-          :object      => 'Ticket::Article::Mail',
-          :o_id        => self.id,
-          :data        => message.to_s,
-          :filename    => "ticket-#{ticket.number}-#{self.id}.eml",
-          :preferences => {}
-        )
-
-        # add history record
-        recipient_list = ''
-        [:to, :cc].each { |key|
-          if self[key] && self[key] != ''
-            if recipient_list != ''
-              recipient_list += ','
-            end
-            recipient_list += self[key]
-          end
-        }
-        if recipient_list != ''
-          History.history_create(
-            :o_id                   => self.id,
-            :history_type           => 'email',
-            :history_object         => 'Ticket::Article',
-            :related_o_id           => ticket.id,
-            :related_history_object => 'Ticket',
-            :value_from             => self.subject,
-            :value_to               => recipient_list,
-            :created_by_id          => self.created_by_id,
-          )
-        end
-
-      end
-    end
-
   class Flag < ApplicationModel
   end
 
   class Sender < ApplicationModel
     validates   :name, :presence => true
-
   end
 
   class Type < ApplicationModel

config/application.rb

@@ -17,6 +17,7 @@ module Zammad
 
     # Custom directories with classes and modules you want to be autoloadable.
     config.autoload_paths += Dir["#{config.root}/lib/**/"]
+#    config.autoload_paths += %W(#{config.root}/lib)
 
     # Only load the plugins named here, in the order given (default is alphabetical).
     # :all can be used as a placeholder for all plugins not explicitly named.
@@ -30,6 +31,13 @@ module Zammad
       'observer::_ticket::_last_contact',
       'observer::_ticket::_close_time',
       'observer::_ticket::_user_ticket_counter',
+      'observer::_ticket::_article_counter',
+      'observer::_ticket::_article_sender_type',
+      'observer::_ticket::_article::_fillup_from_general',
+      'observer::_ticket::_article::_fillup_from_email',
+      'observer::_ticket::_article::_communicate_email',
+      'observer::_ticket::_article::_communicate_facebook',
+      'observer::_ticket::_article::_communicate_twitter',
       'observer::_ticket::_notification',
       'observer::_tag::_ticket_history'
 

db/migrate/20121223101725_ticket_extend.rb

@@ -0,0 +1,28 @@
+class TicketExtend < ActiveRecord::Migration
+  def up
+    change_table :tickets do |t|
+      t.column :first_response_escal_date,        :timestamp,             :null => true
+      t.column :first_response_sla_time,          :timestamp,             :null => true
+      t.column :close_time_escal_date,            :timestamp,             :null => true
+      t.column :close_time_sla_time,              :timestamp,             :null => true
+      t.column :create_article_type_id,           :integer,               :null => true
+      t.column :create_article_sender_id,         :integer,               :null => true
+      t.column :article_count,                    :integer,               :null => true
+    end
+    add_index :tickets, [:first_response_escal_date]
+    add_index :tickets, [:close_time_escal_date]
+    add_index :tickets, [:create_article_type_id]
+    add_index :tickets, [:create_article_sender_id]
+
+    tickets = Ticket.all
+    tickets.each {|t|
+      t.article_count = t.articles.count
+      t.create_ticket_article_type_id = t.articles.first.ticket_article_type.id
+      t.create_ticket_article_sender_id = t.articles.first.ticket_article_sender.id
+      t.save
+    }
+  end
+
+  def down
+  end
+end

db/seeds.rb

@@ -1018,6 +1018,31 @@ Setting.create(
   :frontend => true
 )
 
+Setting.create(
+  :title       => 'Import Mode',
+  :name        => 'import_mode',
+  :area        => 'System::Import',
+  :description => 'Set system in import mode (disable some triggers).',
+  :options     => {
+    :form => [
+      {
+        :display  => '',
+        :null     => true,
+        :name     => 'import_mode', 
+        :tag      => 'boolean',
+        :options  => {
+          true  => 'yes',
+          false => 'no',
+        },
+      },
+    ],
+  },
+  :state => {
+    :value => false,
+  },
+  :frontend => true
+)
+
 email_address = EmailAddress.create(
   :id             => 1,
   :realname       => 'Zammad',
@@ -1034,8 +1059,7 @@ signature = Signature.create(
  Super Support - Waterford Business Park
  5201 Blue Lagoon Drive - 8th Floor & 9th Floor - Miami, 33126 USA
  Email: hot@example.com - Web: http://www.example.com/
---
+--',
-)',
   :updated_by_id  => 1,
   :created_by_id  => 1
 )