zammad/app/models/transaction/notification.rb

# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/

class Transaction::Notification

=begin
  {
    object: 'Ticket',
    type: 'update',
    object_id: 123,
    interface_handle: 'application_server', # application_server|websocket|scheduler
    changes: {
      'attribute1' => [before, now],
      'attribute2' => [before, now],
    },
    created_at: Time.zone.now,
    user_id: 123,
  },
=end

  def initialize(item, params = {})
    @item = item
    @params = params
  end

  def perform

    # return if we run import mode
    return if Setting.get('import_mode')

    return if @item[:object] != 'Ticket'

    return if @params[:disable_notification]

    ticket = Ticket.find(@item[:object_id])
    if @item[:article_id]
      article = Ticket::Article.find(@item[:article_id])

      # ignore notifications
      sender = Ticket::Article::Sender.lookup(id: article.sender_id)
      if sender && sender.name == 'System'
        return if @item[:changes].empty?
        article = nil
      end
    end

    # find recipients
    recipients_and_channels = []

=begin
    # group of agents to work on
    if data[:recipient] == 'group'
      recipients = ticket.agent_of_group()

    # owner
    elsif data[:recipient] == 'owner'
      if ticket.owner_id != 1
        recipients.push ticket.owner
      end

    # customer
    elsif data[:recipient] == 'customer'
      if ticket.customer_id != 1
        # temporarily disabled
        #        recipients.push ticket.customer
      end

    # owner or group of agents to work on
    elsif data[:recipient] == 'to_work_on'
      if ticket.owner_id != 1
        recipients.push ticket.owner
      else
        recipients = ticket.agent_of_group()
      end
    end
=end

    # loop through all users
    possible_recipients = ticket.agent_of_group
    if ticket.owner_id == 1
      possible_recipients.push ticket.owner
    end
    already_checked_recipient_ids = {}
    possible_recipients.each { |user|
      result = NotificationFactory::Mailer.notification_settings(user, ticket, @item[:type])
      next if !result
      next if already_checked_recipient_ids[result[:user].id]
      already_checked_recipient_ids[result[:user].id] = true
      recipients_and_channels.push result
    }

    # send notifications
    recipient_list = ''
    recipients_and_channels.each do |item|
      user = item[:user]
      channels = item[:channels]

      # ignore user who changed it by him self via web
      if @params[:interface_handle] == 'application_server'
        next if article && article.updated_by_id == user.id
        next if !article && @item[:user_id] == user.id
      end

      # ignore inactive users
      next if !user.active

      # ignore if no changes has been done
      changes = human_changes(user, ticket)
      next if @item[:type] == 'update' && !article && (!changes || changes.empty?)

      # check if today already notified
      if @item[:type] == 'reminder_reached' || @item[:type] == 'escalation' || @item[:type] == 'escalation_warning'
        identifier = user.email
        if !identifier || identifier == ''
          identifier = user.login
        end
        already_notified = false
        History.list('Ticket', ticket.id).each { |history|
          next if history['type'] != 'notification'
          next if history['value_to'] !~ /\(#{Regexp.escape(@item[:type])}:/
          next if history['value_to'] !~ /#{Regexp.escape(identifier)}\(/
          next if !history['created_at'].today?
          already_notified = true
        }
        next if already_notified
      end

      # create online notification
      used_channels = []
      if channels['online']
        used_channels.push 'online'

        created_by_id = @item[:user_id] || 1

        # delete old notifications
        if @item[:type] == 'reminder_reached'
          seen = false
          created_by_id = 1
          OnlineNotification.remove_by_type('Ticket', ticket.id, @item[:type], user)

        elsif @item[:type] == 'escalation' || @item[:type] == 'escalation_warning'
          seen = false
          created_by_id = 1
          OnlineNotification.remove_by_type('Ticket', ticket.id, 'escalation', user)
          OnlineNotification.remove_by_type('Ticket', ticket.id, 'escalation_warning', user)

        # on updates without state changes create unseen messages
        elsif @item[:type] != 'create' && (!@item[:changes] || @item[:changes].empty? || !@item[:changes]['state_id'])
          seen = false
        else
          seen = ticket.online_notification_seen_state(user.id)
        end

        OnlineNotification.add(
          type: @item[:type],
          object: 'Ticket',
          o_id: ticket.id,
          seen: seen,
          created_by_id: created_by_id,
          user_id: user.id,
        )
        Rails.logger.debug "sent ticket online notifiaction to agent (#{@item[:type]}/#{ticket.id}/#{user.email})"
      end

      # ignore email channel notificaiton and empty emails
      if !channels['email'] || !user.email || user.email == ''
        add_recipient_list(ticket, user, used_channels, @item[:type])
        next
      end

      used_channels.push 'email'
      add_recipient_list(ticket, user, used_channels, @item[:type])

      # get user based notification template
      # if create, send create message / block update messages
      template = nil
      if @item[:type] == 'create'
        template = 'ticket_create'
      elsif @item[:type] == 'update'
        template = 'ticket_update'
      elsif @item[:type] == 'reminder_reached'
        template = 'ticket_reminder_reached'
      elsif @item[:type] == 'escalation'
        template = 'ticket_escalation'
      elsif @item[:type] == 'escalation_warning'
        template = 'ticket_escalation_warning'
      else
        raise "unknown type for notification #{@item[:type]}"
      end

      current_user = User.lookup(id: @item[:user_id])
      if !current_user
        current_user = User.lookup(id: 1)
      end

      attachments = []
      if article
        attachments = article.attachments_inline
      end
      NotificationFactory::Mailer.notification(
        template: template,
        user: user,
        objects: {
          ticket: ticket,
          article: article,
          recipient: user,
          current_user: current_user,
          changes: changes,
        },
        message_id: "<notification.#{DateTime.current.to_s(:number)}.#{ticket.id}.#{user.id}.#{rand(999_999)}@#{Setting.get('fqdn')}>",
        references: ticket.get_references,
        main_object: ticket,
        attachments: attachments,
      )
      Rails.logger.debug "sent ticket email notifiaction to agent (#{@item[:type]}/#{ticket.id}/#{user.email})"
    end

  end

  def add_recipient_list(ticket, user, channels, type)
    return if channels.empty?
    identifier = user.email
    if !identifier || identifier == ''
      identifier = user.login
    end
    recipient_list = "#{identifier}(#{type}:#{channels.join(',')})"
    History.add(
      o_id: ticket.id,
      history_type: 'notification',
      history_object: 'Ticket',
      value_to: recipient_list,
      created_by_id: @item[:user_id] || 1
    )
  end

  def human_changes(user, record)

    return {} if !@item[:changes]
    locale = user.preferences[:locale] || 'en-us'

    # only show allowed attributes
    attribute_list = ObjectManager::Attribute.by_object_as_hash('Ticket', user)
    #puts "AL #{attribute_list.inspect}"
    user_related_changes = {}
    @item[:changes].each { |key, value|

      # if no config exists, use all attributes
      if !attribute_list || attribute_list.empty?
        user_related_changes[key] = value

      # if config exists, just use existing attributes for user
      elsif attribute_list[key.to_s]
        user_related_changes[key] = value
      end
    }

    changes = {}
    user_related_changes.each { |key, value|

      # get attribute name
      attribute_name           = key.to_s
      object_manager_attribute = attribute_list[attribute_name]
      if attribute_name[-3, 3] == '_id'
        attribute_name = attribute_name[ 0, attribute_name.length - 3 ].to_s
      end

      # add item to changes hash
      if key.to_s == attribute_name
        changes[attribute_name] = value
      end

      # if changed item is an _id field/reference, do an lookup for the realy values
      value_id  = []
      value_str = [ value[0], value[1] ]
      if key.to_s[-3, 3] == '_id'
        value_id[0] = value[0]
        value_id[1] = value[1]

        if record.respond_to?(attribute_name) && record.send(attribute_name)
          relation_class = record.send(attribute_name).class
          if relation_class && value_id[0]
            relation_model = relation_class.lookup(id: value_id[0])
            if relation_model
              if relation_model['name']
                value_str[0] = relation_model['name']
              elsif relation_model.respond_to?('fullname')
                value_str[0] = relation_model.send('fullname')
              end
            end
          end
          if relation_class && value_id[1]
            relation_model = relation_class.lookup(id: value_id[1])
            if relation_model
              if relation_model['name']
                value_str[1] = relation_model['name']
              elsif relation_model.respond_to?('fullname')
                value_str[1] = relation_model.send('fullname')
              end
            end
          end
        end
      end

      # check if we have an dedcated display name for it
      display = attribute_name
      if object_manager_attribute && object_manager_attribute[:display]

        # delete old key
        changes.delete(display)

        # set new key
        display = object_manager_attribute[:display].to_s
      end
      changes[display] = if object_manager_attribute && object_manager_attribute[:translate]
                           from = Translation.translate(locale, value_str[0])
                           to = Translation.translate(locale, value_str[1])
                           [from, to]
                         else
                           [value_str[0].to_s, value_str[1].to_s]
                         end
    }
    changes
  end

end