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- 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
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