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_attributes(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 = {} ticket.keys.each { |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] } 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 { |article| next if article['SenderType'] != 'customer' next if article['From'].empty? user = Import::OTRS::ArticleCustomer.find(article) break if !user user_id = user.id break } 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 { |key, value| next if value != '0000-00-00 00:00:00' ticket[key] = nil } 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'] return if !ticket['Closed'].empty? ticket['Closed'] = ticket['Created'] end end end end