/// <summary>
/// Create a new ticket from the input.
/// </summary>
/// <param name="message">A message in a conversation.</param>
/// <param name="data">Represents the submit data associated with the Ask An Expert card.</param>
/// <param name="member">Teams channel account detailing user Azure Active Directory details.</param>
/// <param name="ticketsProvider">Tickets Provider.</param>
/// <returns>TicketEntity object.</returns>
private static async Task <TicketEntity> CreateTicketAsync(
IMessageActivity message,
AskAnExpertCardPayload data,
TeamsChannelAccount member,
ITicketsProvider ticketsProvider)
{
TicketEntity ticketEntity = new TicketEntity
{
TicketId = Guid.NewGuid().ToString(),
Status = (int)TicketState.UnAssigned,
DateCreated = DateTime.Now,
Title = data.Title,
Description = data.Description,
RequesterName = member.Name,
RequesterUserPrincipalName = member.UserPrincipalName,
RequesterGivenName = member.GivenName,
RequesterConversationId = message.Conversation.Id,
LastModifiedByName = message.From.Name,
LastModifiedByObjectId = message.From.AadObjectId,
UserQuestion = data.UserQuestion,
KnowledgeBaseAnswer = data.KnowledgeBaseAnswer,
Subject = data.Project,
};
await ticketsProvider.UpsertTicketAsync(ticketEntity).ConfigureAwait(false);
return(ticketEntity);
}
/// <summary>
/// Create a new ticket from the input.
/// </summary>
/// <param name="currentLanguageCode">Current applicable language code.</param>
/// <param name="message">A message in a conversation.</param>
/// <param name="data">Represents the submit data associated with the Ask An Expert card.</param>
/// <param name="member">Teams channel account detailing user Azure Active Directory details.</param>
/// <param name="ticketsProvider">Tickets Provider.</param>
/// <returns>TicketEntity object.</returns>
private static async Task <TicketEntity> CreateTicketAsync(
string currentLanguageCode,
IMessageActivity message,
AskAnExpertCardPayload data,
TeamsChannelAccount member,
ITicketsProvider ticketsProvider)
{
IList <TicketEntity> ticketList = await ticketsProvider.GetTicketCountAsync();
TicketEntity ticketEntity = new TicketEntity
{
LanguageCode = currentLanguageCode,
TicketId = (10000 + ticketList.Count).ToString(), // Guid.NewGuid().ToString(),
Status = (int)TicketState.UnAnswered,
DateCreated = DateTime.UtcNow,
Title = data.Title,
Description = data.Description,
RequesterName = member.Name,
RequesterUserPrincipalName = member.UserPrincipalName,
RequesterGivenName = member.GivenName,
RequesterConversationId = message.Conversation.Id,
LastModifiedByName = message.From.Name,
LastModifiedByObjectId = message.From.AadObjectId,
UserQuestion = data.UserQuestion,
KnowledgeBaseAnswer = data.KnowledgeBaseAnswer,
KnowledgeBaseQuestion = data.KnowledgeBaseQuestion,
};
await ticketsProvider.UpsertTicketAsync(ticketEntity).ConfigureAwait(false);
return(ticketEntity);
}
/// <summary>
/// Create a new ticket from the input.
/// </summary>
/// <param name="message">A message in a conversation.</param>
/// <param name="data">Represents the submit data associated with the Ask An Expert card.</param>
/// <param name="member">Teams channel account detailing user Azure Active Directory details.</param>
/// <param name="ticketsProvider">Tickets Provider.</param>
/// <returns>TicketEntity object.</returns>
private static async Task <TicketEntity> CreateTicketAsync(
IMessageActivity message,
AskAnExpertCardPayload data,
TeamsChannelAccount member,
ITicketsProvider ticketsProvider)
{
//AtBot Conceirge Support
//Boolean as to whether this is the Teams channel. If not, we assume bot is being interfaced as an AtBot Agent
bool isTeamsChannel = message.ChannelId == "msteams";
ChannelAccount agentUser = message.From;
//When creating a ticket from the bot acting as an agent, the requestor information will be limited to the UPN. Additional graph calls
//will be needed to pull AAD GUID and display name.
TicketEntity ticketEntity = new TicketEntity
{
TicketId = Guid.NewGuid().ToString(),
Status = (int)TicketState.Open,
DateCreated = DateTime.UtcNow,
Title = data.Title,
Description = data.Description,
RequesterName = isTeamsChannel ? member.Name : agentUser.Name,
RequesterUserPrincipalName = isTeamsChannel ? member.UserPrincipalName : agentUser.Name,
RequesterGivenName = isTeamsChannel ? member.GivenName : agentUser.Name,
RequesterConversationId = message.Conversation.Id,
LastModifiedByName = message.From.Name,
LastModifiedByObjectId = message.From.AadObjectId,
UserQuestion = data.UserQuestion,
KnowledgeBaseAnswer = data.KnowledgeBaseAnswer,
};
await ticketsProvider.UpsertTicketAsync(ticketEntity).ConfigureAwait(false);
return(ticketEntity);
}
