public static void WriteTicketsViewItemXml(RestCommand command, XmlWriter writer, string ticketID, CustomFields customFields)
{
int id = int.Parse(ticketID);
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(command.LoginUser, id);
WriteTicketsViewItemXml(command, writer, ticket, customFields);
}
protected void Page_Load(object sender, EventArgs e)
{
if (Request["TicketID"] == null)
{
EndResponse("Invalid Ticket");
}
int ticketID = int.Parse(Request["TicketID"]);
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(TSAuthentication.GetLoginUser(), ticketID);
CultureInfo us = new CultureInfo(TSAuthentication.GetLoginUser().CultureInfo.ToString());
if (ticket == null)
{
EndResponse("Invalid Ticket");
}
if (ticket.SlaViolationTime < 0)
{
tipSla.Attributes.Add("class", "ts-icon ts-icon-sla-bad");
}
else if (ticket.SlaWarningTime < 0)
{
tipSla.Attributes.Add("class", "ts-icon ts-icon-sla-warning");
}
else
{
tipSla.Attributes.Add("class", "ts-icon ts-icon-sla-good");
}
tipNumber.InnerText = "Ticket #" + ticket.TicketNumber.ToString();
tipNumber.Attributes.Add("onclick", "top.Ts.MainPage.openTicket(" + ticket.TicketNumber + "); return false;");
tipName.InnerHtml = ticket.Name;
StringBuilder props = new StringBuilder();
AddStringProperty(props, "Assigned To", ticket.UserName, true, "", "openUser", ticket.UserID);
AddStringProperty(props, "Group", ticket.GroupName, true, null, null, null);
AddStringProperty(props, "Type", ticket.TicketTypeName, false, null, null, null);
AddStringProperty(props, "Status", ticket.Status, false, null, null, null);
AddStringProperty(props, "Severity", ticket.Severity, false, null, null, null);
AddStringProperty(props, "Customers", GetCustomerLinks(ticketID), false, null, null, null);
AddStringProperty(props, "Tags", GetTagLinks(ticketID), false, null, null, null);
if (ticket.DueDate != null)
{
DateTime cstTime = TimeZoneInfo.ConvertTimeFromUtc((DateTime)ticket.DueDateUtc, TSAuthentication.GetLoginUser().TimeZoneInfo);
if (ticket.DueDateUtc < DateTime.UtcNow)
{
AddStringProperty(props, "Due Date", cstTime.ToString(us.DateTimeFormat.ShortDatePattern + " HH:mm"), false, null, null, null, true);
}
else
{
AddStringProperty(props, "Due Date", cstTime.ToString(us.DateTimeFormat.ShortDatePattern + " HH:mm"), false, null, null, null);
}
}
tipProps.InnerHtml = props.ToString();
}
public static string GetTicketsViewItem(RestCommand command, int ticketID)
{
TicketsViewItem ticketsViewItem = TicketsView.GetTicketsViewItem(command.LoginUser, ticketID);
if (ticketsViewItem.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
return(ticketsViewItem.GetXml("TicketsViewItem", true));
}
public string GetData()
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(_command.LoginUser, _ticketID);
CustomFields customFields = new CustomFields(_command.LoginUser);
customFields.LoadByTicketTypeID(_command.Organization.OrganizationID, ticket.TicketTypeID);
RestXmlWriter writer = new RestXmlWriter("Ticket");
WriteTicketsViewItemXml(_command, writer.XmlWriter, ticket, customFields);
return(writer.GetXml());
}
public static string GetCustomerAction(RestCommand command, int actionID)
{
ActionsViewItem action = ActionsView.GetActionsViewItem(command.LoginUser, actionID);
TicketsViewItem ticket = action.GetTicket();
if (ticket.OrganizationID != command.Organization.ParentID || !ticket.GetIsCustomer(command.Organization.OrganizationID))
{
throw new RestException(HttpStatusCode.Unauthorized);
}
return(action.GetXml("Action", true));
}
public static string UnSubscribeFromTicket(RestCommand command, int ticketIDOrNumber, int userId)
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItemByIdOrNumber(command.LoginUser, ticketIDOrNumber);
if (ticket == null || ticket.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
Subscriptions.RemoveSubscription(command.LoginUser, userId, ReferenceType.Tickets, ticket.TicketID);
return(ticket.GetXml("Ticket", true));
}
public static string GetCustomerActions(RestCommand command, int ticketID)
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItemByIdOrNumberForCustomer(command.LoginUser, (int)command.Organization.ParentID, ticketID);
if (ticket.OrganizationID != command.Organization.ParentID || !ticket.GetIsCustomer(command.Organization.OrganizationID))
{
throw new RestException(HttpStatusCode.Unauthorized);
}
ActionsView actions = new ActionsView(command.LoginUser);
actions.LoadByTicketID(ticket.TicketID);
return(actions.GetXml("Actions", "Action", true, command.Filters));
}
public static string DeleteTicket(RestCommand command, int ticketIDOrNumber)
{
TicketsViewItem ticketViewItem = TicketsView.GetTicketsViewItemByIdOrNumber(command.LoginUser, ticketIDOrNumber);
Ticket ticket = Tickets.GetTicket(command.LoginUser, ticketViewItem.TicketID);
string result = ticketViewItem.GetXml("Ticket", true);
if (ticket.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
ticket.Delete();
ticket.Collection.Save();
return(result);
}
public void RequestTicketUpdate(int ticketID)
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(UserSession.LoginUser, ticketID);
if (ticket == null)
{
return;
}
EmailPosts.SendTicketUpdateRequest(UserSession.LoginUser, ticketID);
string description = String.Format("{0} requested an update from {1} for {2}", UserSession.CurrentUser.FirstLastName, ticket.UserName, Tickets.GetTicketLink(UserSession.LoginUser, ticketID));
ActionLogs.AddActionLog(UserSession.LoginUser, ActionLogType.Update, ReferenceType.Tickets, ticket.TicketID, description);
}
// Customer Only Methods
public static string GetCustomerTicket(RestCommand command, int ticketID)
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItemByIdOrNumberForCustomer(command.LoginUser, (int)command.Organization.ParentID, ticketID);
if (ticket.OrganizationID != command.Organization.ParentID || !ticket.GetIsCustomer(command.Organization.OrganizationID))
{
throw new RestException(HttpStatusCode.Unauthorized);
}
Tags tags = new Tags(command.LoginUser);
tags.LoadByReference(ReferenceType.Tickets, ticket.TicketID, command.Organization.ParentID);
return(ticket.GetXml("Ticket", true, tags));
}
public static string CreateAttachment(RestCommand command, int ticketIDOrNumber, int actionID)
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItemByIdOrNumber(command.LoginUser, ticketIDOrNumber);
if (ticket.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
string path = AttachmentPath.GetPath(command.LoginUser, command.Organization.OrganizationID, AttachmentPath.Folder.Actions, 3);
path = Path.Combine(path, actionID.ToString());
if (!Directory.Exists(path))
{
Directory.CreateDirectory(path);
}
HttpFileCollection files = command.Context.Request.Files;
if (files.Count > 0)
{
if (files[0].ContentLength > 0)
{
string fileName = RemoveSpecialCharacters(DataUtils.VerifyUniqueUrlFileName(path, Path.GetFileName(files[0].FileName)));
files[0].SaveAs(Path.Combine(path, fileName));
Attachment attachment = (new Attachments(command.LoginUser)).AddNewAttachment();
attachment.RefType = AttachmentProxy.References.Actions;
attachment.RefID = (int)actionID;
attachment.OrganizationID = command.Organization.OrganizationID;
attachment.FileName = fileName;
attachment.Path = Path.Combine(path, fileName);
attachment.FileType = files[0].ContentType;
attachment.FileSize = files[0].ContentLength;
attachment.FilePathID = 3;
attachment.Collection.Save();
return(attachment.Collection.GetXml("Attachments", "Attachment", true, command.Filters));
}
else
{
throw new RestException(HttpStatusCode.BadRequest, "The file to attach is empty.");
}
}
else
{
throw new RestException(HttpStatusCode.BadRequest, "No file to attach.");
}
}
public static string GetActions(RestCommand command, int ticketIDOrNumber, int?limitNumber = null)
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItemByIdOrNumber(command.LoginUser, ticketIDOrNumber);
if (ticket.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
ActionsView actions = new ActionsView(command.LoginUser);
actions.LoadByTicketID(ticket.TicketID, limitNumber);
actions.Select(p => { p.Description = RemoveInvalidXmlChars(p.Description); return(p); }).ToList();
return(actions.GetXml("Actions", "Action", true, command.Filters));
}
public static string CreateAction(RestCommand command, int ticketIDOrNumber)
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItemByIdOrNumber(command.LoginUser, ticketIDOrNumber);
if (ticket.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
Actions actions = new Actions(command.LoginUser);
TeamSupport.Data.Action action = actions.AddNewAction();
action.TicketID = ticket.TicketID;
action.ReadFromXml(command.Data, true);
action.Collection.Save();
action.UpdateCustomFieldsFromXml(command.Data);
return(ActionsView.GetActionsViewItem(command.LoginUser, action.ActionID).GetXml("Action", true));
}
public static string UpdateTicket(RestCommand command, int ticketIDOrNumber)
{
TicketsViewItem ticketViewItem = TicketsView.GetTicketsViewItemByIdOrNumber(command.LoginUser, ticketIDOrNumber);
Ticket ticket = Tickets.GetTicket(command.LoginUser, ticketViewItem.TicketID);
if (ticket.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
ticket.ReadFromXml(command.Data, false);
ticket.Collection.Save();
ticket.UpdateCustomFieldsFromXml(command.Data);
ticket = Tickets.GetTicket(command.LoginUser, ticket.TicketID);
UpdateFieldsOfSeparateTable(command, ticket);
return(TicketsView.GetTicketsViewItem(command.LoginUser, ticket.TicketID).GetXml("Ticket", true));
}
public static string UpdateCustomerAction(RestCommand command, int actionID)
{
TeamSupport.Data.Action action = Actions.GetAction(command.LoginUser, actionID);
if (action == null)
{
throw new RestException(HttpStatusCode.BadRequest);
}
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(command.LoginUser, action.TicketID);
if (ticket.OrganizationID != command.Organization.ParentID || !ticket.GetIsCustomer(command.Organization.OrganizationID))
{
throw new RestException(HttpStatusCode.Unauthorized);
}
action.ReadFromXml(command.Data, false);
action.Collection.Save();
action.UpdateCustomFieldsFromXml(command.Data);
return(ActionsView.GetActionsViewItem(command.LoginUser, action.ActionID).GetXml("Action", true));
}
public static string RemoveTicketOrganization(RestCommand command, int ticketIDOrNumber, int organizationID)
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItemByIdOrNumber(command.LoginUser, ticketIDOrNumber);
if (ticket == null || ticket.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
Organization organization = Organizations.GetOrganization(command.LoginUser, organizationID);
if (organization == null || organization.ParentID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
Tickets tickets = new Tickets(command.LoginUser);
tickets.RemoveOrganization(organizationID, ticket.TicketID);
return(OrganizationsView.GetOrganizationsViewItem(command.LoginUser, organizationID).GetXml("Customer", true));
}
public static string GetTicketOrganizations(RestCommand command, int ticketIDOrNumber, bool orderByDateCreated = false)
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItemByIdOrNumber(command.LoginUser, ticketIDOrNumber);
if (ticket == null || ticket.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
OrganizationsView organizations = new OrganizationsView(command.LoginUser);
if (orderByDateCreated)
{
organizations.LoadByTicketID(ticket.TicketID, "ot.DateCreated DESC");
}
else
{
organizations.LoadByTicketID(ticket.TicketID);
}
return(organizations.GetXml("Customers", "Customer", true, command.Filters));
}
public static string RemoveTicketContact(RestCommand command, int ticketIDOrNumber, int contactID)
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItemByIdOrNumber(command.LoginUser, ticketIDOrNumber);
if (ticket == null || ticket.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
User user = Users.GetUser(command.LoginUser, contactID);
Organization organization = Organizations.GetOrganization(command.LoginUser, user.OrganizationID);
if (organization == null || organization.ParentID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
Tickets tickets = new Tickets(command.LoginUser);
tickets.RemoveContact(user.UserID, ticket.TicketID);
return(ContactsView.GetContactsViewItem(command.LoginUser, user.UserID).GetXml("Contact", true));
}
override protected void GetNextRecord()
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(_loginUser, _itemIDList[_rowIndex]);
_lastItemID = ticket.TicketID;
UpdatedItems.Add((int)_lastItemID);
StringBuilder actionsBuilder = new StringBuilder();
Actions actions = new Actions(_loginUser);
actions.LoadByTicketID(ticket.TicketID);
foreach (TeamSupport.Data.Action action in actions)
{
string actionText = action.Description;
if (!action.IsClean)
{
try
{
actionText = HtmlUtility.Sanitize(actionText);
SqlCommand command = new SqlCommand();
command.CommandText = "UPDATE Actions SET Description = @Description, IsClean=1 WHERE ActionID=@ActionID";
command.Parameters.AddWithValue("ActionID", action.ActionID);
command.Parameters.AddWithValue("Description", actionText);
SqlExecutor.ExecuteNonQuery(_loginUser, command);
}
catch (Exception)
{
_logs.WriteEvent("Unable to sanitize action: " + action.ActionID);
}
}
try
{
//actionText = HtmlToText.ConvertHtml(actionText);
actionsBuilder.AppendLine(actionText);
}
catch (Exception ex)
{
_logs.WriteEvent("Unable to convert action html: " + action.ActionID);
_logs.WriteException(ex);
}
}
DocText = actionsBuilder.ToString();
_docFields.Clear();
foreach (DataColumn column in ticket.Collection.Table.Columns)
{
object value = ticket.Row[column];
string s = value == null || value == DBNull.Value ? "" : value.ToString();
AddDocField(column.ColumnName, s);
}
CustomValues customValues = new CustomValues(_loginUser);
customValues.LoadByReferenceType(_organizationID, ReferenceType.Tickets, ticket.TicketTypeID, ticket.TicketID);
foreach (CustomValue value in customValues)
{
object o = value.Row["CustomValue"];
string s = o == null || o == DBNull.Value ? "" : o.ToString();
AddDocField(value.Row["Name"].ToString(), s);
}
DocFields = _docFields.ToString();
DocIsFile = false;
DocName = ticket.TicketID.ToString();
DocDisplayName = string.Format("{0}: {1}", ticket.TicketNumber.ToString(), ticket.Name);
DocCreatedDate = (DateTime)ticket.Row["DateCreated"];
DocModifiedDate = (DateTime)ticket.Row["DateModified"];
}
private void ProcessReminder(Reminder reminder)
{
Logs.WriteLine();
Logs.WriteEvent("***********************************************************************************");
Logs.WriteEvent("Processing Reminder ReminderID: " + reminder.ReminderID.ToString());
Logs.WriteData(reminder.Row);
Logs.WriteLine();
Logs.WriteEvent("***********************************************************************************");
MailMessage message;
UsersViewItem user = UsersView.GetUsersViewItem(LoginUser, (int)reminder.UserID);
if (user == null)
{
return;
}
string description = "";
switch (reminder.RefType)
{
case ReferenceType.Organizations:
OrganizationsViewItem org = OrganizationsView.GetOrganizationsViewItem(LoginUser, reminder.RefID);
if (org == null)
{
return;
}
message = EmailTemplates.GetReminderCustomerEmail(LoginUser, reminder, user, org);
description = String.Format("Reminder sent to {0} for Organization {1}", message.To.ToString(), org.Name);
Logs.WriteEvent(description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, reminder.RefType, reminder.RefID, description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Organizations, org.OrganizationID, description);
break;
case ReferenceType.Tickets:
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(LoginUser, reminder.RefID);
if (ticket == null)
{
return;
}
message = EmailTemplates.GetReminderTicketEmail(LoginUser, reminder, user, ticket);
EmailTemplates.ReplaceEmailRecipientParameters(LoginUser, message, Tickets.GetTicket(LoginUser, ticket.TicketID), reminder.UserID); //vv
TeamSupport.Data.Action action = (new Actions(LoginUser)).AddNewAction();
action.ActionTypeID = null;
action.Name = "Reminder";
action.ActionSource = "Reminder";
action.SystemActionTypeID = SystemActionType.Reminder;
action.Description = String.Format("<p>The following is a reminder for {0} {1}:</p><p> </p><p>{2}</p>", user.FirstName, user.LastName, reminder.Description);
action.IsVisibleOnPortal = false;
action.IsKnowledgeBase = false;
action.TicketID = ticket.TicketID;
action.Collection.Save();
description = String.Format("Reminder sent to {0} for Ticket {1}", message.To.ToString(), ticket.TicketNumber.ToString());
Logs.WriteEvent(description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, reminder.RefType, reminder.RefID, description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Tickets, ticket.TicketID, description);
break;
case ReferenceType.Contacts:
ContactsViewItem contact = ContactsView.GetContactsViewItem(LoginUser, reminder.RefID);
if (contact == null)
{
return;
}
message = EmailTemplates.GetReminderContactEmail(LoginUser, reminder, user, contact);
description = String.Format("Reminder sent to {0} for Contact {1}", message.To.ToString(), contact.FirstName + " " + contact.LastName);
Logs.WriteEvent(description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, reminder.RefType, reminder.RefID, description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Users, contact.UserID, description);
break;
case ReferenceType.Tasks:
TasksViewItem task = TasksView.GetTasksViewItem(LoginUser, reminder.RefID);
if (task == null || task.IsComplete)
{
reminder.IsDismissed = true;
reminder.Collection.Save();
return;
}
message = EmailTemplates.GetReminderTaskEmail(LoginUser, reminder, user, task);
description = String.Format("Reminder sent to {0} for Task {1}", message.To.ToString(), task.Name);
Logs.WriteEvent("ver. 05162017: " + description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Tasks, task.TaskID, description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Users, (int)reminder.UserID, description);
TaskAssociations taskAssociations = new TaskAssociations(LoginUser);
taskAssociations.LoadByTaskIDOnly(task.TaskID);
foreach (TaskAssociation taskAssociation in taskAssociations)
{
if (taskAssociation.RefType == (int)ReferenceType.Tickets)
{
TeamSupport.Data.Action taskAction = (new Actions(LoginUser)).AddNewAction();
taskAction.ActionTypeID = null;
taskAction.Name = "Reminder";
taskAction.ActionSource = "Reminder";
taskAction.SystemActionTypeID = SystemActionType.Reminder;
taskAction.Description = String.Format("<p>The following is a reminder for {0} {1}:</p><p> </p><p>{2}</p>", user.FirstName, user.LastName, reminder.Description);
taskAction.IsVisibleOnPortal = false;
taskAction.IsKnowledgeBase = false;
taskAction.TicketID = taskAssociation.RefID;
try
{
taskAction.Collection.Save();
}
catch (Exception ex)
{
Logs.WriteEvent("Ex Reminder Action.Save: " + ex.StackTrace);
}
}
}
break;
default:
message = null;
break;
}
if (message == null)
{
return;
}
reminder.HasEmailSent = true;
reminder.Collection.Save();
if (Emails.IsEmailDisabled(LoginUser, user.UserID, "Reminders"))
{
Logs.WriteEvent("Message skipped due to disabled user setting.");
}
else
{
MailAddress address = new MailAddress(user.Email, user.FirstName + " " + user.LastName);
Logs.WriteEvent("Mail Address: " + address.ToString());
message.To.Add(address);
EmailTemplates.ReplaceMailAddressParameters(message);
Emails.AddEmail(LoginUser, reminder.OrganizationID, null, message.Subject, message);
Logs.WriteEvent("Message queued");
}
}
private void NotifyViolation(int ticketID, bool useUser, bool useGroup, bool isWarning, SlaViolationType slaViolationType, SlaNotification notification, int?triggerId)
{
Users users = new Users(LoginUser);
User user = null;
Logs.WriteLine();
Logs.WriteEvent("***** Processing TicketID: " + ticketID.ToString());
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(LoginUser, ticketID);
if (ticket == null)
{
Logs.WriteEvent("Ticket is NULL, exiting");
return;
}
//Since we are already re-loading the Ticket information we will check again if the SLAs still apply at this point
string violationType = "";
bool slaNotApplyAnymore = false;
switch (slaViolationType)
{
case SlaViolationType.InitialResponse:
violationType = "Initial Response";
slaNotApplyAnymore = ticket.SlaWarningInitialResponse == null;
break;
case SlaViolationType.LastAction:
violationType = "Last Action";
slaNotApplyAnymore = ticket.SlaViolationLastAction == null;
break;
case SlaViolationType.TimeClosed:
violationType = "Time to Close";
slaNotApplyAnymore = ticket.SlaViolationTimeClosed == null;
break;
default: break;
}
if (slaNotApplyAnymore)
{
Logs.WriteEvent($"The {((isWarning) ? "warning" : "violation")} for {violationType} does not apply anymore because the Ticket has been updated to satisfy this SLA while it was in process for the notification.");
}
else
{
if (!isWarning)
{
SlaViolationHistoryItem history = (new SlaViolationHistory(LoginUser)).AddNewSlaViolationHistoryItem();
history.DateViolated = DateTime.UtcNow;
history.GroupID = ticket.GroupID;
history.UserID = ticket.UserID;
history.ViolationType = slaViolationType;
history.TicketID = ticket.TicketID;
history.SlaTriggerId = triggerId;
history.Collection.Save();
}
Actions actions = new Actions(LoginUser);
actions.LoadLatestByTicket(ticket.TicketID, false);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Update, ReferenceType.Tickets, ticket.TicketID, violationType + " SLA " + (isWarning ? "warning" : "violation") + " occurred");
MailMessage message = EmailTemplates.GetSlaEmail(LoginUser, ticket, violationType, isWarning);
if (ticket.GroupID != null && useGroup)
{
users.LoadByGroupID((int)ticket.GroupID);
}
if (ticket.UserID != null && useUser && users.FindByUserID((int)ticket.UserID) == null)
{
user = Users.GetUser(LoginUser, (int)ticket.UserID);
}
foreach (User item in users)
{
if (Emails.IsEmailDisabled(LoginUser, item.UserID, "SLA"))
{
continue;
}
message.To.Add(new MailAddress(item.Email, item.FirstLastName));
}
if (user != null)
{
if (!Emails.IsEmailDisabled(LoginUser, user.UserID, "SLA"))
{
message.To.Add(new MailAddress(user.Email, user.FirstLastName));
Logs.WriteEvent(string.Format("Adding Main User, Name:{0} Email:{1} UserID:{2}", user.FirstLastName, user.Email, user.UserID.ToString()));
}
}
if (message.To.Count > 0)
{
Email email = Emails.AddEmail(LoginUser, ticket.OrganizationID, null, "Sla Message", message);
Logs.WriteEvent("Email Added (EmailID: " + email.EmailID.ToString() + ")", true);
}
try
{
TimeZoneInfo tz = null;
Organization org = Organizations.GetOrganization(LoginUser, ticket.OrganizationID);
if (org.TimeZoneID != null)
{
tz = System.TimeZoneInfo.FindSystemTimeZoneById(org.TimeZoneID);
}
if (tz == null)
{
Logs.WriteEvent("Timezone is null, using system's");
tz = System.TimeZoneInfo.Local;
}
Logs.WriteEvent(tz.DisplayName);
Logs.WriteEvent("Supports DLS: " + tz.SupportsDaylightSavingTime.ToString());
Logs.WriteEvent("Is DLS: " + tz.IsDaylightSavingTime(DateTime.UtcNow).ToString());
Logs.WriteEvent("UTC: " + DateTime.UtcNow.ToString());
Logs.WriteEvent(string.Format("NOTIFYING TicketID:{0} TicketNumber:{1} OrganizationID:{2} ", ticket.TicketID.ToString(), ticket.TicketNumber.ToString(), ticket.OrganizationID.ToString()));
Logs.WriteEvent(string.Format("User:{1} Group:{2} IsWarning:{3} NoficationType:{4}", ticketID.ToString(), useUser.ToString(), useGroup.ToString(), isWarning.ToString(), slaViolationType));
Logs.WriteEvent("Ticket Data:");
Logs.WriteData(ticket.Row);
Logs.WriteEvent("Notification Data:");
Logs.WriteData(notification.Row);
Logs.WriteEvent("Organization Data:");
Logs.WriteData(org.Row);
Organizations customers = new Organizations(LoginUser);
customers.LoadByTicketID(ticket.TicketID);
foreach (Organization customer in customers)
{
Logs.WriteEvent("-- Customer: " + customer.Name);
if (customer.SlaLevelID != null)
{
SlaLevel level = SlaLevels.GetSlaLevel(LoginUser, (int)customer.SlaLevelID);
Logs.WriteEvent("SLA Level: " + level.Name);
SlaTriggers triggers = new SlaTriggers(LoginUser);
triggers.LoadByTicketTypeAndSeverity(level.SlaLevelID, ticket.TicketTypeID, ticket.TicketSeverityID);
foreach (SlaTrigger trigger in triggers)
{
Logs.WriteData(trigger.Row);
}
}
else
{
Logs.WriteEvent("No SLA Level Assigned to " + customer.Name);
}
}
if (org.InternalSlaLevelID != null)
{
Logs.WriteEvent("Internal SLA:");
SlaTriggers triggers = new SlaTriggers(LoginUser);
triggers.LoadByTicketTypeAndSeverity((int)org.InternalSlaLevelID, ticket.TicketTypeID, ticket.TicketSeverityID);
foreach (SlaTrigger trigger in triggers)
{
Logs.WriteData(trigger.Row);
}
}
else
{
Logs.WriteEvent("No Internal SLA");
}
}
catch (Exception ex)
{
Logs.WriteEvent("Logging Exception:");
Logs.WriteException(ex);
}
}
}
public static void WriteTicketsViewItemXml(RestCommand command, XmlWriter writer, TicketsViewItem ticket, CustomFields customFields)
{
if (ticket == null || ticket.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.BadRequest, "Invalid TicketID");
}
writer.WriteElementString("TicketID", ticket.TicketID.ToString());
writer.WriteElementString("TicketNumber", ticket.TicketNumber.ToString());
writer.WriteElementString("TicketType", ticket.TicketTypeName.ToString());
writer.WriteElementString("Name", ticket.Name.ToString());
writer.WriteElementString("IsClosed", ticket.IsClosed.ToString());
if (customFields != null)
{
foreach (CustomField field in customFields)
{
CustomValue value = CustomValues.GetValue(command.LoginUser, field.CustomFieldID, ticket.TicketID);
writer.WriteElementString(field.ApiFieldName, value.Value);
}
}
}
public static void WriteTicketsViewItemXml(RestCommand command, XmlWriter writer, int ticketID, CustomFields customFields)
{
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(command.LoginUser, ticketID);
WriteTicketsViewItemXml(command, writer, ticket, customFields);
}
