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- # Copyright (C) 2012-2022 Zammad Foundation, https://zammad-foundation.org/
- module Import
- module OTRS
- class Article
- include Import::Helper
- include Import::OTRS::Helper
- MAPPING = {
- TicketID: :ticket_id,
- ArticleID: :id,
- Body: :body,
- From: :from,
- To: :to,
- Cc: :cc,
- Subject: :subject,
- InReplyTo: :in_reply_to,
- MessageID: :message_id,
- # ReplyTo: :reply_to,
- References: :references,
- ContentType: :content_type,
- ChangeTime: :updated_at,
- CreateTime: :created_at,
- ChangedBy: :updated_by_id,
- CreatedBy: :created_by_id,
- }.freeze
- def initialize(article)
- initialize_article_sender_types
- initialize_article_types
- utf8_encode(article)
- import(article)
- end
- private
- def import(article)
- create_or_update(map(article))
- return if article['Attachments'].blank?
- Import::OTRS::Article::AttachmentFactory.import(
- attachments: article['Attachments'],
- local_article: @local_article
- )
- end
- def create_or_update(article)
- return if updated?(article)
- create(article)
- end
- def updated?(article)
- @local_article = ::Ticket::Article.find_by(id: article[:id])
- return false if !@local_article
- log "update Ticket::Article.find_by(id: #{article[:id]})"
- @local_article.update!(article)
- true
- end
- def create(article)
- log "add Ticket::Article.find_by(id: #{article[:id]})"
- @local_article = ::Ticket::Article.new(article)
- @local_article.id = article[:id]
- @local_article.save
- reset_primary_key_sequence('ticket_articles')
- rescue ActiveRecord::RecordNotUnique
- log "Ticket #{article[:ticket_id]} (article #{article[:id]}) is handled by another thead, skipping."
- end
- def map(article)
- mapped = map_default(article)
- map_content_type(mapped)
- mapped[:body] ||= ''
- mapped
- end
- def map_default(article)
- {
- created_by_id: 1,
- updated_by_id: 1,
- }
- .merge(from_mapping(article))
- .merge(article_type(article))
- .merge(article_sender_type(article))
- end
- def map_content_type(mapped)
- # if no content type is set make sure to remove it
- # so Zammad can set the default content type
- mapped.delete(:content_type) if mapped[:content_type].blank?
- return mapped if !mapped[:content_type]
- mapped[:content_type].sub!(%r{[;,]\s?.+?$}, '')
- mapped
- end
- def article_type(article)
- @article_types[article['ArticleType']] || @article_types['note-internal']
- end
- def article_sender_type(article)
- {
- sender_id: @sender_type_id[article['SenderType']] || @sender_type_id['note-internal']
- }
- end
- def initialize_article_sender_types
- @sender_type_id = {
- 'customer' => article_sender_type_id_lookup('Customer'),
- 'agent' => article_sender_type_id_lookup('Agent'),
- 'system' => article_sender_type_id_lookup('System'),
- }
- end
- def article_sender_type_id_lookup(name)
- ::Ticket::Article::Sender.find_by(name: name).id
- end
- def initialize_article_types
- @article_types = {
- 'email-external' => {
- type_id: article_type_id_lookup('email'),
- internal: false
- },
- 'email-internal' => {
- type_id: article_type_id_lookup('email'),
- internal: true
- },
- 'note-external' => {
- type_id: article_type_id_lookup('note'),
- internal: false
- },
- 'note-internal' => {
- type_id: article_type_id_lookup('note'),
- internal: true
- },
- 'phone' => {
- type_id: article_type_id_lookup('phone'),
- internal: false
- },
- 'webrequest' => {
- type_id: article_type_id_lookup('web'),
- internal: false
- },
- }
- end
- def article_type_id_lookup(name)
- ::Ticket::Article::Type.lookup(name: name).id
- end
- end
- end
- end
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