zammad/lib/tweet.rb

# Copyright (C) 2012-2015 Zammad Foundation, http://zammad-foundation.org/

require 'twitter'

class Tweet

  attr_accessor :client

  def initialize(auth)

    @client = Twitter::REST::Client.new do |config|
      config.consumer_key        = auth[:consumer_key]
      config.consumer_secret     = auth[:consumer_secret]
      config.access_token        = auth[:oauth_token]
      config.access_token_secret = auth[:oauth_token_secret]
    end
  end

  def disconnect

    return if !@client

    @client = nil
  end

  def user(tweet)

    # status (full user data is included)
    return tweet.user if tweet.respond_to?('user')

    # direct message (full user data is included)
    return tweet.sender if tweet.respond_to?('sender')

    # search (no user data is included, do extra lookup)
    begin
      return @client.user(tweet.from_user_id) if tweet.respond_to?('from_user_id')
    rescue => e
      Rails.logger.error "Twitter (#{tweet.id}): 'from_user_id' lookup error '#{e.inspect}'"
    end

    Rails.logger.error "Twitter (#{tweet.id}): unknown user source"

  end

  def to_user(tweet)

    Rails.logger.debug 'Create user from tweet...'
    Rails.logger.debug tweet.inspect

    # do tweet_user lookup
    tweet_user = user(tweet)

    return if !tweet_user

    auth = Authorization.find_by( uid: tweet_user.id, provider: 'twitter' )

    # create or update user
    user_data = {
      login:        tweet_user.screen_name,
      firstname:    tweet_user.name,
      lastname:     '',
      email:        '',
      password:     '',
      image_source: tweet_user.profile_image_url.to_s,
      note:         tweet_user.description,
      active:       true,
      roles:        Role.where( name: 'Customer' ),
    }
    if auth
      user_data[:id] = auth.user_id
    end
    user = User.create_or_update( user_data )

    # create or update authorization
    auth_data = {
      uid:      tweet_user.id,
      username: tweet_user.screen_name,
      user_id:  user.id,
      provider: 'twitter'
    }
    if auth
      auth.update_attributes( auth_data )
    else
      Authorization.new( auth_data )
    end

    UserInfo.current_user_id = user.id

    user
  end

  def to_ticket(tweet, user, group_id)

    Rails.logger.debug 'Create ticket from tweet...'
    Rails.logger.debug tweet.inspect
    Rails.logger.debug user.inspect
    Rails.logger.debug group_id.inspect

    if tweet.class.to_s == 'Twitter::DirectMessage'

      article = Ticket::Article.find_by(
        from:    'me_bauer',
        type_id: Ticket::Article::Type.find_by( name: 'twitter direct-message' ).id,
      )

      if article
        ticket = Ticket.find_by(
          id:          article.ticket_id,
          customer_id: user.id,
          state:       Ticket::State.where.not(
            state_type_id: Ticket::StateType.where(
              name: 'closed',
            )
          )
        )
        return ticket if ticket
      end
    end

    Ticket.create(
      customer_id: user.id,
      title:       "#{tweet.text[0, 37]}...",
      group_id:    group_id,
      state_id:    Ticket::State.find_by( name: 'new' ).id,
      priority_id: Ticket::Priority.find_by( name: '2 normal' ).id,
    )
  end

  def to_article(tweet, user, ticket)

    Rails.logger.debug 'Create article from tweet...'
    Rails.logger.debug tweet.inspect
    Rails.logger.debug user.inspect
    Rails.logger.debug ticket.inspect

    # set ticket state to open if not new
    if ticket.state.name != 'new'
      ticket.state = Ticket::State.find_by( name: 'open' )
      ticket.save
    end

    # import tweet
    to = nil
    if tweet.respond_to?('recipient')
      to = tweet.recipient.name
    end

    article_type = 'twitter status'
    if tweet.class.to_s == 'Twitter::DirectMessage'
      article_type = 'twitter direct-message'
    end

    in_reply_to = nil
    if tweet.respond_to?('in_reply_to_status_id') && tweet.in_reply_to_status_id && tweet.in_reply_to_status_id.to_s != ''
      in_reply_to = tweet.in_reply_to_status_id
    end

    Ticket::Article.create(
      from:        user.login,
      to:          to,
      body:        tweet.text,
      message_id:  tweet.id,
      ticket_id:   ticket.id,
      in_reply_to: in_reply_to,
      type_id:     Ticket::Article::Type.find_by( name: article_type ).id,
      sender_id:   Ticket::Article::Sender.find_by( name: 'Customer' ).id,
      internal:    false,
    )
  end

  def to_group(tweet, group_id)

    Rails.logger.debug 'import tweet'

    ticket = nil
    # use transaction
    ActiveRecord::Base.transaction do

      UserInfo.current_user_id = 1

      # check if parent exists
      user = to_user(tweet)

      return if !user

      if tweet.respond_to?('in_reply_to_status_id') && tweet.in_reply_to_status_id && tweet.in_reply_to_status_id.to_s != ''

        existing_article = Ticket::Article.find_by( message_id: tweet.in_reply_to_status_id.to_s )
        if existing_article
          ticket = existing_article.ticket
        else
          Rails.logger.debug 'import in_reply_tweet ' + tweet.in_reply_to_status_id.to_s

          parent_tweet = @client.status( tweet.in_reply_to_status_id )
          ticket       = to_group( parent_tweet, group_id )
        end
      else
        ticket = to_ticket(tweet, user, group_id)
      end

      to_article(tweet, user, ticket)

      # execute ticket events
      Observer::Ticket::Notification.transaction
    end

    ticket
  end

  def from_article(article)

    tweet = nil
    if article[:type] == 'twitter direct-message'

      Rails.logger.debug "Create twitter direct message from article to '#{article[:to]}'..."

      tweet = @client.create_direct_message(
        article[:to],
        article[:body],
        {}
      )
    elsif article[:type] == 'twitter status'

      Rails.logger.debug 'Create tweet from article...'

      tweet = @client.update(
        article[:body],
        {
          in_reply_to_status_id: article[:in_reply_to]
        }
      )
    else
      fail "Can't handle unknown twitter article type '#{article[:type]}'."
    end

    Rails.logger.debug tweet.inspect
    tweet
  end

end