// Emails
//ITIL Customization - send email requester when ticket is resolved
#region NotifyRequesterTicketResolved
private void NotifyRequesterTicketResolved(string TaskID)
{
ServiceDeskDALDataContext objServiceDeskDALDataContext = new ServiceDeskDALDataContext();
ITILServiceDesk_Task objITILServiceDesk_Tasks = (from ITILServiceDesk_Tasks in objServiceDeskDALDataContext.ITILServiceDesk_Tasks
where ITILServiceDesk_Tasks.TaskID == Convert.ToInt32(TaskID)
select ITILServiceDesk_Tasks).FirstOrDefault();
string strDomainServerUrl = DotNetNuke.Common.Globals.AddHTTP(Request.Url.Host); // ITIL Customization - get DomainServerUrl for use in Utility.FixURLLink
string strPasswordLinkUrl = Utility.FixURLLink(DotNetNuke.Common.Globals.NavigateURL(PortalSettings.ActiveTab.TabID, "EditTask", "mid=" + ModuleId.ToString(), String.Format(@"&TaskID={0}&TP={1}", TaskID, objITILServiceDesk_Tasks.TicketPassword)), strDomainServerUrl);
string strSubject = String.Format(Localization.GetString("TicketIsResolved.Text", LocalResourceFile), TaskID);
string strEmail = objITILServiceDesk_Tasks.RequesterEmail;
// If userId is not -1 then get the Email
if (objITILServiceDesk_Tasks.RequesterUserID > -1)
{
strEmail = UserController.GetUserById(PortalId, objITILServiceDesk_Tasks.RequesterUserID).Email;
}
string strBody = Localization.GetString("HTMLTicketEmailRequester.Text", LocalResourceFile);
strBody = Utility.ReplaceTicketToken(strBody, strPasswordLinkUrl, objITILServiceDesk_Tasks);
DotNetNuke.Services.Mail.Mail.SendMail(PortalSettings.Email, strEmail, "", strSubject, strBody, "", "HTML", "", "", "", "");
}
private void NotifyGroupAssignTicket(string TaskID)
{
// ITIL Customization - email notifies the Admins of a new ticket and also includes the ticket details
ServiceDeskDALDataContext objServiceDeskDALDataContext = new ServiceDeskDALDataContext();
ITILServiceDesk_Task objITILServiceDesk_Tasks = (from ITILServiceDesk_Tasks in objServiceDeskDALDataContext.ITILServiceDesk_Tasks
where ITILServiceDesk_Tasks.TaskID == Convert.ToInt32(TaskID)
select ITILServiceDesk_Tasks).FirstOrDefault();
string strDomainServerUrl = DotNetNuke.Common.Globals.AddHTTP(Request.Url.Host); // ITIL Customization - get DomainServerUrl for use in Utility.FixURLLink
string strPasswordLinkUrl = Utility.FixURLLink(DotNetNuke.Common.Globals.NavigateURL(PortalSettings.ActiveTab.TabID, "EditTask", "mid=" + ModuleId.ToString(), String.Format(@"&TaskID={0}&TP={1}", TaskID, objITILServiceDesk_Tasks.TicketPassword)), strDomainServerUrl);
RoleController objRoleController = new RoleController();
//string strAssignedRole = String.Format("{0}", objRoleController.GetRoleById(Convert.ToInt32(ddlAssigned.SelectedValue), PortalId).RoleName);
string strAssignedRole = ddlAssigned.SelectedItem.Text;
string strLinkUrl = Utility.FixURLLink(DotNetNuke.Common.Globals.NavigateURL(PortalSettings.ActiveTab.TabID, "EditTask", "mid=" + ModuleId.ToString(), String.Format(@"&TaskID={0}", TaskID)), PortalSettings.PortalAlias.HTTPAlias);
string strSubject = String.Format(Localization.GetString("HelpDeskTicketAtHasBeenAssigned.Text", LocalResourceFile), TaskID, strAssignedRole);
string strBody = Localization.GetString("HTMLTicketEmailAssignee.Text", LocalResourceFile);
strBody = Utility.ReplaceTicketToken(strBody, strPasswordLinkUrl, objITILServiceDesk_Tasks);
strBody = strBody + Environment.NewLine;
strBody = strBody + String.Format(Localization.GetString("YouMaySeeStatusHere.Text", LocalResourceFile), strLinkUrl);
// Get all users in the AssignedRole Role
// ArrayList colAssignedRoleUsers = objRoleController.GetUsersByRoleName(PortalId, strAssignedRole);
IList <UserInfo> colAssignedRoleUsers = RoleController.Instance.GetUsersByRole(PortalId, strAssignedRole);
foreach (UserInfo objUserInfo in colAssignedRoleUsers)
{
DotNetNuke.Services.Mail.Mail.SendMail(PortalSettings.Email, objUserInfo.Email, "", strSubject, strBody, "", "HTML", "", "", "", "");
}
Log.InsertLog(Convert.ToInt32(TaskID), UserId, String.Format(Localization.GetString("AssignedTicketTo.Text", LocalResourceFile), UserInfo.DisplayName, strAssignedRole));
}
// Tags
#region DisplayCategoryTree
private void DisplayCategoryTree()
{
bool boolUserAssignedToTask = false;
ServiceDeskDALDataContext objServiceDeskDALDataContext = new ServiceDeskDALDataContext();
ITILServiceDesk_Task objITILServiceDesk_Tasks = (from ITILServiceDesk_Tasks in objServiceDeskDALDataContext.ITILServiceDesk_Tasks
where ITILServiceDesk_Tasks.TaskID == Convert.ToInt32(Request.QueryString["TaskID"])
select ITILServiceDesk_Tasks).FirstOrDefault();
//Is user in the Assigned Role?
RoleController objRoleController = new RoleController();
RoleInfo objRoleInfo = objRoleController.GetRole(objITILServiceDesk_Tasks.AssignedRoleID, PortalId);
if (objRoleInfo != null)
{
if (UserInfo.IsInRole(objRoleInfo.RoleName))
{
boolUserAssignedToTask = true;
}
}
if (boolUserAssignedToTask || UserInfo.IsInRole(GetAdminRole()) || UserInfo.IsInRole(PortalSettings.AdministratorRoleName) || UserInfo.IsSuperUser)
{
// Show all Tags
TagsTreeExistingTasks.Visible = true;
TagsTreeExistingTasks.TagID = Convert.ToInt32(Request.QueryString["TaskID"]);
TagsTreeExistingTasks.DisplayType = Utility.DisplayTypeAdministrator;
TagsTreeExistingTasks.Expand = false;
}
else
{
// Show only Visible Tags
TagsTreeExistingTasks.Visible = true;
TagsTreeExistingTasks.TagID = Convert.ToInt32(Request.QueryString["TaskID"]);
TagsTreeExistingTasks.DisplayType = Utility.DisplayTypeRequestor;
TagsTreeExistingTasks.Expand = false;
}
// Select Existing values
if (objITILServiceDesk_Tasks.ITILServiceDesk_TaskCategories.Select(x => x.CategoryID).ToArray <int>().Count() > 0)
{
int[] ArrStrCategories = objITILServiceDesk_Tasks.ITILServiceDesk_TaskCategories.Select(x => x.CategoryID).ToArray <int>();
int?[] ArrIntCatagories = Array.ConvertAll <int, int?>(ArrStrCategories, new Converter <int, int?>(ConvertToNullableInt));
TagsTreeExistingTasks.SelectedCategories = ArrIntCatagories;
}
// Set visibility of Tags
bool RequestorCatagories = (TagsTreeExistingTasks.DisplayType == Utility.DisplayTypeAdministrator) ? false : true;
int CountOfCatagories = (from ServiceDeskCategories in CategoriesTable.GetCategoriesTable(PortalId, RequestorCatagories)
where ServiceDeskCategories.PortalID == PortalId
where ServiceDeskCategories.Level == 1
select ServiceDeskCategories).Count();
imgTags.Visible = (CountOfCatagories > 0);
lbltxtTags.Visible = (CountOfCatagories > 0);
}
private int SaveTicketForm()
{
ServiceDeskDALDataContext objServiceDeskDALDataContext = new ServiceDeskDALDataContext();
ITILServiceDesk_Task objITILServiceDesk_Task = (from ITILServiceDesk_Tasks in objServiceDeskDALDataContext.ITILServiceDesk_Tasks
where ITILServiceDesk_Tasks.TaskID == Convert.ToInt32(Request.QueryString["TaskID"])
select ITILServiceDesk_Tasks).FirstOrDefault();
// Save original Assigned Group
int intOriginalAssignedGroup = objITILServiceDesk_Task.AssignedRoleID;
// Save Task
objITILServiceDesk_Task.Status = ddlStatus.SelectedValue;
objITILServiceDesk_Task.Description = txtDescription.Text;
objITILServiceDesk_Task.PortalID = PortalId;
objITILServiceDesk_Task.Priority = ddlPriority.SelectedValue;
objITILServiceDesk_Task.RequesterPhone = txtPhone.Text;
objITILServiceDesk_Task.AssignedRoleID = Convert.ToInt32(ddlAssigned.SelectedValue);
// Only validate Name and email if Ticket is not for a DNN user
// lblName will be hidden if it is not a DNN user
// not a DNN user
objITILServiceDesk_Task.RequesterEmail = txtEmail.Text;
objITILServiceDesk_Task.RequesterName = txtName.Text;
//objITILServiceDesk_Task.RequesterUserID = -1;
// DueDate
if (txtDueDate.Text.Trim().Length > 1)
{
objITILServiceDesk_Task.DueDate = Convert.ToDateTime(txtDueDate.Text.Trim());
}
else
{
objITILServiceDesk_Task.DueDate = null;
}
// EstimatedStart
if (txtStart.Text.Trim().Length > 1)
{
objITILServiceDesk_Task.EstimatedStart = Convert.ToDateTime(txtStart.Text.Trim());
}
else
{
objITILServiceDesk_Task.EstimatedStart = null;
}
// EstimatedCompletion
if (txtComplete.Text.Trim().Length > 1)
{
objITILServiceDesk_Task.EstimatedCompletion = Convert.ToDateTime(txtComplete.Text.Trim());
}
else
{
objITILServiceDesk_Task.EstimatedCompletion = null;
}
// EstimatedHours
if (txtEstimate.Text.Trim().Length > 0)
{
objITILServiceDesk_Task.EstimatedHours = Convert.ToInt32(txtEstimate.Text.Trim());
}
else
{
objITILServiceDesk_Task.EstimatedHours = null;
}
objServiceDeskDALDataContext.SubmitChanges();
//ITIL Customization - notify requester when ticket is resolved
if (ddlStatus.SelectedValue == "Resolved")
{
if (Status != "Resolved")
{
NotifyRequesterTicketResolved(objITILServiceDesk_Task.TaskID.ToString());
Status = ddlStatus.SelectedValue;
}
}
// Notify Assigned Group
if (Convert.ToInt32(ddlAssigned.SelectedValue) > -1)
{
// Only notify if Assigned group has changed
if (intOriginalAssignedGroup != Convert.ToInt32(ddlAssigned.SelectedValue))
{
//NotifyAssignedGroupOfAssignment(objITILServiceDesk_Task.TaskID.ToString());
NotifyGroupAssignTicket(objITILServiceDesk_Task.TaskID.ToString());
}
}
// Insert Log
Log.InsertLog(objITILServiceDesk_Task.TaskID, UserId, String.Format(Localization.GetString("UpdatedTicket.Text", LocalResourceFile), UserInfo.DisplayName));
return(objITILServiceDesk_Task.TaskID);
}
// Display Ticket Data
#region DisplayTicketData
private void DisplayTicketData()
{
ServiceDeskDALDataContext objServiceDeskDALDataContext = new ServiceDeskDALDataContext();
ITILServiceDesk_Task objITILServiceDesk_Tasks = (from ITILServiceDesk_Tasks in objServiceDeskDALDataContext.ITILServiceDesk_Tasks
where ITILServiceDesk_Tasks.TaskID == Convert.ToInt32(Request.QueryString["TaskID"])
select ITILServiceDesk_Tasks).FirstOrDefault();
// Name is editable only if user is Anonymous
if (objITILServiceDesk_Tasks.RequesterUserID == -1)
{
txtEmail.Visible = true;
txtName.Visible = true;
//lblEmail.Visible = false;
//lblName.Visible = false;
txtEmail.Text = objITILServiceDesk_Tasks.RequesterEmail;
txtName.Text = objITILServiceDesk_Tasks.RequesterName;
//ITIL Customization - assigning (txtEmail.Text to RequesterEmail) and (txtName.Text to RequesterName) in case user is anonymous
RequesterEmail = txtEmail.Text;
RequesterName = txtName.Text;
}
else
{
//txtEmail.Visible = false;
//txtName.Visible = false;
//lblEmail.Visible = true;
//lblName.Visible = true;
UserInfo objRequester = UserController.GetUser(PortalId, objITILServiceDesk_Tasks.RequesterUserID, false);
if (objRequester != null)
{
//lblEmail.Text = UserController.GetUser(PortalId, objITILServiceDesk_Tasks.RequesterUserID, false).Email;
//lblName.Text = UserController.GetUser(PortalId, objITILServiceDesk_Tasks.RequesterUserID, false).DisplayName;
txtEmail.Text = UserController.GetUser(PortalId, objITILServiceDesk_Tasks.RequesterUserID, false).Email;
txtName.Text = UserController.GetUser(PortalId, objITILServiceDesk_Tasks.RequesterUserID, false).DisplayName;
//ITIL Customization - assigning (lblEmail.Text to RequesterEmail) and (lblName.Text to RequesterName) in case user is anonymous
RequesterEmail = txtEmail.Text;
RequesterName = txtName.Text;
}
else
{
txtName.Text = "[User Deleted]";
}
}
lblTask.Text = objITILServiceDesk_Tasks.TaskID.ToString();
lblCreatedData.Text = String.Format(objITILServiceDesk_Tasks.CreatedDate.ToShortDateString(), objITILServiceDesk_Tasks.CreatedDate.ToShortTimeString());
ddlStatus.SelectedValue = objITILServiceDesk_Tasks.Status;
//ITIL Customization - assign objITILServiceDesk_Tasks.Status to Status for the purpose of preventing multiple email notifications
Status = objITILServiceDesk_Tasks.Status;
ddlPriority.SelectedValue = objITILServiceDesk_Tasks.Priority;
txtDescription.Text = objITILServiceDesk_Tasks.Description;
txtPhone.Text = objITILServiceDesk_Tasks.RequesterPhone;
txtDueDate.Text = (objITILServiceDesk_Tasks.DueDate.HasValue) ? objITILServiceDesk_Tasks.DueDate.Value.ToShortDateString() : "";
txtStart.Text = (objITILServiceDesk_Tasks.EstimatedStart.HasValue) ? objITILServiceDesk_Tasks.EstimatedStart.Value.ToShortDateString() : "";
txtComplete.Text = (objITILServiceDesk_Tasks.EstimatedCompletion.HasValue) ? objITILServiceDesk_Tasks.EstimatedCompletion.Value.ToShortDateString() : "";
txtEstimate.Text = (objITILServiceDesk_Tasks.EstimatedHours.HasValue) ? objITILServiceDesk_Tasks.EstimatedHours.Value.ToString() : "";
ListItem TmpRoleListItem = ddlAssigned.Items.FindByValue(objITILServiceDesk_Tasks.AssignedRoleID.ToString());
if (TmpRoleListItem == null)
{
// Value was not found so add it
RoleController objRoleController = new RoleController();
RoleInfo objRoleInfo = objRoleController.GetRole(objITILServiceDesk_Tasks.AssignedRoleID, PortalId);
if (objRoleInfo != null)
{
ListItem RoleListItem = new ListItem();
RoleListItem.Text = objRoleInfo.RoleName;
RoleListItem.Value = objITILServiceDesk_Tasks.AssignedRoleID.ToString();
ddlAssigned.Items.Add(RoleListItem);
ddlAssigned.SelectedValue = objITILServiceDesk_Tasks.AssignedRoleID.ToString();
}
else
{
// Role no longer exists in Portal
ddlAssigned.SelectedValue = "-1";
}
}
else
{
// The Value already exists so set it
ddlAssigned.SelectedValue = objITILServiceDesk_Tasks.AssignedRoleID.ToString();
}
}
private bool CheckSecurity()
{
bool boolPassedSecurity = false;
ServiceDeskDALDataContext objServiceDeskDALDataContext = new ServiceDeskDALDataContext();
ITILServiceDesk_Task objITILServiceDesk_Tasks = (from ITILServiceDesk_Tasks in objServiceDeskDALDataContext.ITILServiceDesk_Tasks
where ITILServiceDesk_Tasks.TaskID == Convert.ToInt32(Request.QueryString["TaskID"])
select ITILServiceDesk_Tasks).FirstOrDefault();
if (objITILServiceDesk_Tasks == null)
{
pnlEditTask.Visible = false;
Response.Redirect(DotNetNuke.Common.Globals.NavigateURL());
}
// User not logged in
if (UserId == -1)
{
// Must have the valid password
if (Request.QueryString["TP"] != null)
{
// Check the password for this Ticket
if (objITILServiceDesk_Tasks.TicketPassword == Convert.ToString(Request.QueryString["TP"]))
{
boolPassedSecurity = true;
}
else
{
boolPassedSecurity = false;
}
}
}
// User is logged in
if (UserId > -1)
{
// Is user an Admin?
string strAdminRoleID = GetAdminRole();
if (UserInfo.IsInRole(strAdminRoleID) || UserInfo.IsInRole(PortalSettings.AdministratorRoleName) || UserInfo.IsSuperUser)
{
boolPassedSecurity = true;
CommentsControl.ViewOnly = false;
}
// Is user the Requestor?
if (UserId == objITILServiceDesk_Tasks.RequesterUserID)
{
boolPassedSecurity = true;
}
//Is user in the Assigned Role?
RoleController objRoleController = new RoleController();
RoleInfo objRoleInfo = objRoleController.GetRole(objITILServiceDesk_Tasks.AssignedRoleID, PortalId);
if (objRoleInfo != null)
{
if (UserInfo.IsInRole(objRoleInfo.RoleName))
{
boolPassedSecurity = true;
CommentsControl.ViewOnly = false;
}
}
// Does user have a valid temporary password?
if (Request.QueryString["TP"] != null)
{
// Check the password for this Ticket
if (objITILServiceDesk_Tasks.TicketPassword == Convert.ToString(Request.QueryString["TP"]))
{
boolPassedSecurity = true;
}
else
{
boolPassedSecurity = false;
}
}
}
return(boolPassedSecurity);
}
// Customization - token replacement
#region ReplaceTicketToken
public static string ReplaceTicketToken(string strBody, string strPasswordLinkUrl, ITILServiceDesk_Task objITILServiceDesk_Tasks)
{
DotNetNuke.Entities.Portals.PortalSettings objPortalSettings = DotNetNuke.Entities.Portals.PortalController.GetCurrentPortalSettings();
//TaskID
if (strBody.Contains("[TaskID]"))
{
strBody = strBody.Replace("[TaskID]", objITILServiceDesk_Tasks.TaskID.ToString());
}
//PasswordLinkUrl
if (strBody.Contains("[PasswordLinkUrl]"))
{
strBody = strBody.Replace("[PasswordLinkUrl]", strPasswordLinkUrl);
}
//Description
if (strBody.Contains("[Description]"))
{
strBody = strBody.Replace("[Description]", objITILServiceDesk_Tasks.Description);
}
//Details
if (strBody.Contains("[Details]"))
{
strBody = strBody.Replace("[Details]", GetDetailsOfTicket(objITILServiceDesk_Tasks.TaskID));
}
//Comments
if (strBody.Contains("[Comments]"))
{
strBody = strBody.Replace("[Comments]", GetCommentsOfTicket(objITILServiceDesk_Tasks.TaskID));
}
//Requestor
if (strBody.Contains("[Requestor]"))
{
strBody = strBody.Replace("[Requestor]", objITILServiceDesk_Tasks.RequesterName);
}
//Priority Name
if (strBody.Contains("[PriorityName]"))
{
strBody = strBody.Replace("[PriorityName]", objITILServiceDesk_Tasks.Priority);
}
//Email
if (strBody.Contains("[Email]"))
{
strBody = strBody.Replace("[Email]", GetEmailOfRequestor(objITILServiceDesk_Tasks.RequesterUserID, objITILServiceDesk_Tasks.RequesterEmail));
}
//CreatedDate
if (strBody.Contains("[CreatedDate]"))
{
strBody = strBody.Replace("[CreatedDate]", objITILServiceDesk_Tasks.CreatedDate.ToShortDateString());
}
//DueDate
if (strBody.Contains("[DueDate]"))
{
if (objITILServiceDesk_Tasks.DueDate.HasValue)
{
strBody = strBody.Replace("[DueDate]", objITILServiceDesk_Tasks.DueDate.Value.ToShortDateString());
}
else
{
strBody = strBody.Replace("[DueDate]", string.Empty);
}
}
//Phone
if (strBody.Contains("[Phone]"))
{
strBody = strBody.Replace("[Phone]", objITILServiceDesk_Tasks.RequesterPhone);
}
//Assigned
if (strBody.Contains("[Assigned]"))
{
strBody = strBody.Replace("[Assigned]", GetGetAssignedRoleName(objITILServiceDesk_Tasks.AssignedRoleID));
}
//StatusName
if (strBody.Contains("[StatusName]"))
{
strBody = strBody.Replace("[StatusName]", objITILServiceDesk_Tasks.Status);
}
//StartDate
if (strBody.Contains("[StartDate]"))
{
if (objITILServiceDesk_Tasks.EstimatedStart.HasValue)
{
strBody = strBody.Replace("[StartDate]", objITILServiceDesk_Tasks.EstimatedStart.Value.ToShortDateString());
}
else //blank out token
{
strBody = strBody.Replace("[StartDate]", string.Empty);
}
}
//EstimatedHours
if (strBody.Contains("[EstimatedHours]"))
{
if (objITILServiceDesk_Tasks.EstimatedHours.HasValue)
{
strBody = strBody.Replace("[EstimatedHours]", objITILServiceDesk_Tasks.EstimatedHours.Value.ToString());
}
else //blank out token
{
strBody = strBody.Replace("[EstimatedHours]", string.Empty);
}
}
//CompleteDate
if (strBody.Contains("[CompleteDate]"))
{
if (objITILServiceDesk_Tasks.EstimatedCompletion.HasValue)
{
strBody = strBody.Replace("[CompleteDate]", objITILServiceDesk_Tasks.EstimatedCompletion.Value.ToShortDateString());
}
else //blank out token
{
strBody = strBody.Replace("[CompleteDate]", string.Empty);
}
}
return(strBody);
}
