/// <summary>
/// Method to save the SRM record
/// </summary>
/// <param name="attempts"></param>
/// <returns></returns>
private bool SaveRecord(int attempts = 0)
{
Stopwatch clickLogStopwatch = new Stopwatch();
clickLogStopwatch.Start();
IThread thread;
Stopwatch stopwatch = new Stopwatch();
try
{
IIncident incident = _recordContext.GetWorkspaceRecord(RightNow.AddIns.Common.WorkspaceRecordType.Incident) as IIncident;
String endpoint = null;
int convId = 0, bundleId = 0, externalRefId = 0;
convId = ConfigurationSetting.getSrmCustomAttr(incident, "srm_conversation_id");
bundleId = ConfigurationSetting.getSrmCustomAttr(incident, "srm_bundle_id");
externalRefId = ConfigurationSetting.getSrmCustomAttr(incident, "srm_external_reference_id");
//get custom field for retrieving social channel constraints
string socialConversationReplyMode = ConfigurationSetting.getSrmStringCustomAttr(incident, "srm_conversation_reply_mode");
if (_incidentStatusWhenLoaded != incident.Status.StatusID)
{
endpoint = String.Format(ConfigurationSetting.convPUTEndpoint, convId, externalRefId, bundleId);
// determine whether to close or re-open a conversation
String jsonStr = "{\"status\" : \"active\"}";
if (incident.Status.StatusID == ConfigurationSetting.closedConversationStatusId)
{
jsonStr = "{\"status\" : \"completed\"}"; // close the SRM conversation
}
ConfigurationSetting.logWrap.DebugLog(logMessage: Accelerator.SRM.SharedServices.Properties.Resources.PUTRequestMessage, logNote: String.Format("{0} {1}", endpoint, jsonStr));
var results = RESTHelper.PerformPUT(endpoint, jsonStr, ref _GlobalContext);
if (!results.Success)
{
MessageBox.Show(results.Message);
}
}
int threadsCreated = incident.Threads.Count - _threadCountWhenLoaded;
//Get current conversation channel constraints - including char limit and social handle
int charLimit = 0;
bool includeSocialHandle = false;
if (threadsCreated > 0)
{
Constraint constraint = GetCurrentIncidentConversationConstraints(_socialChannelType, socialConversationReplyMode);
if (constraint != null)
{
charLimit = constraint.char_limit < 0 ? 0 : constraint.char_limit;
includeSocialHandle = constraint.include_social_handle == true ? true : false;
}
else
{
ConfigurationSetting.logWrap.DebugLog(logMessage: String.Format(Properties.Resources.ConstraintsNotDefinedError, _socialChannelType));
}
}
//Check char limit, if one of the threads exceed the max limit, cancel saving event
if (charLimit > 0)
{
bool isSucceed = CharLimitChecking(incident, charLimit, _socialChannelType);
if (!isSucceed)
{
return(false);
}
}
else
{
ConfigurationSetting.logWrap.DebugLog(logMessage: Properties.Resources.CharacterLimitError);
}
//Set social handel
string socialHandle = "";
if (includeSocialHandle && !String.IsNullOrEmpty(_socialChannelUserName))
{
socialHandle = "@" + _socialChannelUserName + " ";
}
for (int i = 1; i < threadsCreated + 1; i++)
{
thread = incident.Threads[incident.Threads.Count - i];
string contentThread = thread.Note;
if (thread.ContentType == RightNow.AddIns.Common.ThreadContentType.HTML)
{
string note = thread.Note;
string note_raw = Regex.Replace(note, "<.*?>", string.Empty);
if (note_raw.Length > 0)
{
note_raw = note_raw.TrimStart('\n').TrimEnd('\n');
}
contentThread = WebUtility.HtmlDecode(note_raw);
}
else
{
contentThread = contentThread.Remove(contentThread.Length - 1, 1);
}
bool isSrmEngage = false;
foreach (int chanId in ConfigurationSetting.SrmEngageChannelId)
{
if (thread.ChanID == chanId)
{
isSrmEngage = true;
break;
}
}
if (isSrmEngage)
{
endpoint = String.Format(ConfigurationSetting.convReplyPOSTEndpoint, convId, bundleId);
String jsonStr = "{\"body\" : \"";
jsonStr += socialHandle + contentThread + "\",\"externalType\": \"rightnow\"}";
ConfigurationSetting.logWrap.DebugLog(logMessage: Accelerator.SRM.SharedServices.Properties.Resources.POSTRequestMessage, logNote: String.Format("{0} {1}", endpoint, jsonStr));
var results = RESTHelper.PerformPOST(endpoint, jsonStr, ref _GlobalContext);
if (!results.Success)
{
MessageBox.Show(results.Message);
}
if (incident.Status.StatusID != ConfigurationSetting.closedConversationStatusId)
{
incident.Status.StatusID = (int)ConfigurationSetting.openConversationStatusId;
}
}
}
updateSocialChannelAccount(incident);
clickLogStopwatch.Stop();
ConfigurationSetting.logWrap.ClickLog(0, 0, "SrmCreateReplyAddIn _recordContext_Saving() total time:", null, (int)clickLogStopwatch.ElapsedMilliseconds);
}
catch (Exception e)
{
MessageBox.Show(Properties.Resources.CommunicationError, Properties.Resources.Error, MessageBoxButtons.OK, MessageBoxIcon.Error);
ConfigurationSetting.logWrap.ErrorLog(logMessage: e.Message, logNote: e.InnerException != null ? e.InnerException.Message : null);
return(false);
}
return(true);
}
