private bool DoesNameExist(string name)
{
name = name.Trim().ToLower();
SlaLevels levels = new SlaLevels(UserSession.LoginUser);
levels.LoadByOrganizationID(UserSession.LoginUser.OrganizationID);
if (_slaLevelID > -1)
{
SlaLevel current = SlaLevels.GetSlaLevel(UserSession.LoginUser, _slaLevelID);
if (current.Name.Trim().ToLower() == name)
{
return(false);
}
}
foreach (SlaLevel level in levels)
{
if (level.Name.Trim().ToLower() == name)
{
return(true);
}
}
return(false);
}
public static void DeleteLevel(int slaLevelID)
{
SlaLevel level = SlaLevels.GetSlaLevel(UserSession.LoginUser, slaLevelID);
if (level != null && level.OrganizationID == UserSession.LoginUser.OrganizationID && UserSession.CurrentUser.IsSystemAdmin)
{
level.Delete();
level.Collection.Save();
}
}
public static string GetSlaLevel(RestCommand command, int slaLevelID)
{
SlaLevel slaLevel = SlaLevels.GetSlaLevel(command.LoginUser, slaLevelID);
if (slaLevel.OrganizationID != command.Organization.OrganizationID)
{
throw new RestException(HttpStatusCode.Unauthorized);
}
return(slaLevel.GetXml("SlaLevel", true));
}
public static void DeleteTrigger(int slaTriggerID)
{
SlaTrigger trigger = SlaTriggers.GetSlaTrigger(UserSession.LoginUser, slaTriggerID);
SlaLevel level = SlaLevels.GetSlaLevel(UserSession.LoginUser, trigger.SlaLevelID);
if (trigger != null && level.OrganizationID == UserSession.LoginUser.OrganizationID && UserSession.CurrentUser.IsSystemAdmin)
{
trigger.Delete();
trigger.Collection.Save();
}
}
public override bool Save()
{
if (IsValid())
{
if (_isCloning)
{
//Clone SLA here
LoginUser loginUser = TSAuthentication.GetLoginUser();
int clonedSlaLevelId = 0;
try
{
SlaLevel originalSlaLevel = SlaLevels.GetSlaLevel(loginUser, _slaLevelID);
SlaLevel clonedSlaLevel = originalSlaLevel.Clone(textName.Text.Trim());
clonedSlaLevelId = clonedSlaLevel.SlaLevelID;
}
catch (Exception ex)
{
ExceptionLogs.LogException(loginUser, ex, "Cloning Sla", "SlaLevel.aspx.cs.Save");
}
}
else
{
SlaLevel level;
SlaLevels levels = new SlaLevels(UserSession.LoginUser);
if (_slaLevelID < 0)
{
level = levels.AddNewSlaLevel();
level.OrganizationID = UserSession.LoginUser.OrganizationID;
}
else
{
level = SlaLevels.GetSlaLevel(UserSession.LoginUser, _slaLevelID);
if (level == null)
{
return(false);
}
}
level.Name = textName.Text;
level.Collection.Save();
DialogResult = level.SlaLevelID.ToString();
}
}
else
{
return(false);
}
return(true);
}
private void LoadSlas()
{
SlaLevels levels = new SlaLevels(UserSession.LoginUser);
levels.LoadByOrganizationID(UserSession.LoginUser.OrganizationID);
cmbSlas.Items.Clear();
cmbSlas.Items.Add(new RadComboBoxItem("Unassigned", "-1"));
foreach (SlaLevel level in levels)
{
cmbSlas.Items.Add(new RadComboBoxItem(level.Name, level.SlaLevelID.ToString()));
}
cmbSlas.SelectedIndex = 0;
}
public static string GetSlaLevels(RestCommand command)
{
SlaLevels slaLevels = new SlaLevels(command.LoginUser);
slaLevels.LoadByOrganizationID(command.Organization.OrganizationID);
if (command.Format == RestFormat.XML)
{
return(slaLevels.GetXml("SlaLevels", "SlaLevel", true, command.Filters));
}
else
{
throw new RestException(HttpStatusCode.BadRequest, "Invalid data format");
}
}
private void LoadLevels()
{
cmbLevels.Items.Clear();
SlaLevels levels = new SlaLevels(UserSession.LoginUser);
levels.LoadByOrganizationID(UserSession.LoginUser.OrganizationID);
foreach (SlaLevel level in levels)
{
cmbLevels.Items.Add(new RadComboBoxItem(level.Name, level.SlaLevelID.ToString()));
}
if (cmbLevels.Items.Count > 0)
{
cmbLevels.SelectedIndex = 0;
}
}
private void LoadLevel(int slaLevelID)
{
SlaLevel level = SlaLevels.GetSlaLevel(UserSession.LoginUser, slaLevelID);
if (level == null)
{
return;
}
if (level.OrganizationID != UserSession.LoginUser.OrganizationID)
{
Response.Write("Invalid Request");
Response.End();
return;
}
textName.Text = level.Name + (_isCloning ? " (Clone)" : "");
}
public static RadComboBoxItemData[] GetComboLevels()
{
SlaLevels levels = new SlaLevels(UserSession.LoginUser);
levels.LoadByOrganizationID(UserSession.LoginUser.OrganizationID);
List <RadComboBoxItemData> data = new List <RadComboBoxItemData>();
foreach (SlaLevel level in levels)
{
RadComboBoxItemData item = new RadComboBoxItemData();
item.Text = level.Name;
item.Value = level.SlaLevelID.ToString();
data.Add(item);
}
return(data.ToArray());
}
protected void Page_Load(object sender, EventArgs e)
{
if (Request["TicketID"] == null)
{
EndResponse("Invalid Ticket");
}
LoginUser loginUser = TSAuthentication.GetLoginUser();
int ticketID = int.Parse(Request["TicketID"]);
Ticket ticket = Tickets.GetTicket(loginUser, ticketID);
if (ticket == null)
{
EndResponse("Invalid Ticket");
}
tipNumber.InnerText = "Ticket #" + ticket.TicketNumber.ToString();
tipNumber.Attributes.Add("onclick", "top.Ts.MainPage.openTicket(" + ticket.TicketNumber + "); return false;");
tipName.InnerHtml = ticket.Name;
bool isStatusPaused = false;
SlaTicket slaTicket = SlaTickets.GetSlaTicket(loginUser, ticket.TicketID);
if (slaTicket != null)
{
SlaTrigger slaTrigger = SlaTriggers.GetSlaTrigger(loginUser, slaTicket.SlaTriggerId);
if (slaTrigger != null)
{
isStatusPaused = ticket.IsSlaStatusPaused();
string slaName = new SlaLevels(TSAuthentication.GetLoginUser()).GetSlaveLevelName(slaTicket.SlaTriggerId);
wslaName.InnerText = slaName;
}
else
{
ticket.SlaViolationInitialResponse = null;
ticket.SlaViolationTimeClosed = null;
ticket.SlaViolationLastAction = null;
ticket.SlaWarningInitialResponse = null;
ticket.SlaWarningTimeClosed = null;
ticket.SlaWarningLastAction = null;
ticket.Collection.Save();
}
}
if (isStatusPaused)
{
wClose.InnerText = "Paused";
vClose.InnerText = "Paused";
wLast.InnerText = "Paused";
vLast.InnerText = "Paused";
wInit.InnerText = "Paused";
vInit.InnerText = "Paused";
wNext.InnerText = "Paused";
vNext.InnerText = "Paused";
}
else
{
DateTime?nextViolation = GetUtcDate(ticket, "SlaViolationInitialResponse");
nextViolation = GetMinDate(loginUser, nextViolation, GetUtcDate(ticket, "SlaViolationLastAction"));
nextViolation = GetMinDate(loginUser, nextViolation, GetUtcDate(ticket, "SlaViolationTimeClosed"));
DateTime?nextWarning = GetUtcDate(ticket, "SlaWarningInitialResponse");
nextWarning = GetMinDate(loginUser, nextWarning, GetUtcDate(ticket, "SlaWarningLastAction"));
nextWarning = GetMinDate(loginUser, nextWarning, GetUtcDate(ticket, "SlaWarningTimeClosed"));
if (nextViolation != null && nextViolation < DateTime.UtcNow)
{
tipSla.Attributes.Add("class", "ts-icon ts-icon-sla-bad");
}
else if (nextWarning != null && nextWarning < DateTime.UtcNow)
{
tipSla.Attributes.Add("class", "ts-icon ts-icon-sla-warning");
}
else
{
tipSla.Attributes.Add("class", "ts-icon ts-icon-sla-good");
}
wClose.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaWarningTimeClosed"));
vClose.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaViolationTimeClosed"));
wLast.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaWarningLastAction"));
vLast.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaViolationLastAction"));
wInit.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaWarningInitialResponse"));
vInit.InnerText = GetDateString(loginUser, GetUtcDate(ticket, "SlaViolationInitialResponse"));
wNext.InnerText = GetDateString(loginUser, nextWarning);
vNext.InnerText = GetDateString(loginUser, nextViolation);
}
}
/// <summary>
/// Finds and sets the Organization fields ids by searching their name
/// </summary>
/// <param name="command">Command received in the request to read and process the data in the request body.</param>
/// <param name="organizationId">OrganizationId to update its record.</param>
private static void SetFieldIdsByName(RestCommand command, ref Organization organization)
{
try
{
//Add as necessary to the list and then to the switch-case below for the work to update it.
List <string> fields = new List <string>()
{
"slaname", "defaultsupportgroup", "defaultsupportuser"
};
foreach (string field in fields.Select(p => p.ToLower()).ToList())
{
XmlNode node = GetNode(command, field);
if (node != null)
{
switch (field)
{
case "slaname":
string slaName = node.InnerText;
int? slaLevelId = SlaLevel.GetIDByName(command.LoginUser, slaName, null);
bool wasFoundByName = false;
if (slaLevelId != null)
{
//check if id belongs to org
SlaLevel slaLevel = SlaLevels.GetSlaLevel(command.LoginUser, (int)slaLevelId);
if (slaLevel.OrganizationID == organization.ParentID)
{
organization.SlaLevelID = slaLevel.SlaLevelID;
wasFoundByName = true;
}
}
if (!wasFoundByName)
{
//check if also the SlaLevelId was sent and it's different than current
string slaLevelIdField = "slalevelid";
XmlNode nodeSlaLevelId = GetNode(command, slaLevelIdField);
if (nodeSlaLevelId != null)
{
string slaLevelIdText = nodeSlaLevelId.InnerText;
int slaIdSent = 0;
if (int.TryParse(slaLevelIdText, out slaIdSent))
{
//check if id belongs to org
SlaLevel slaLevel = SlaLevels.GetSlaLevel(command.LoginUser, slaIdSent);
if (slaLevel != null && slaLevel.OrganizationID == organization.ParentID)
{
organization.SlaLevelID = slaLevel.SlaLevelID;
}
else
{
int?currentSlaLevelId = Organizations.GetOrganization(command.LoginUser, organization.OrganizationID).SlaLevelID;
organization.SlaLevelID = currentSlaLevelId;
}
}
}
}
break;
//ToDo: DefaultSupportGroup, DefaultSupportUser
default:
break;
}
}
}
}
catch (Exception ex)
{
ExceptionLogs.LogException(command.LoginUser, ex, "API", string.Format("OrgID: {0}{1}Verb: {2}{1}Url: {3}{1}Body: {4}", command.Organization.OrganizationID, Environment.NewLine, command.Method, command.Method, command.Data));
}
}
private void LoadProperties(int organizationID)
{
lblProperties.Visible = true;
Organizations organizations = new Organizations(UserSession.LoginUser);
organizations.LoadByOrganizationID(organizationID);
if (organizations.IsEmpty)
{
return;
}
Organization organization = organizations[0];
Users users = new Users(UserSession.LoginUser);
string primaryUser = "";
if (organization.PrimaryUserID != null)
{
users.LoadByUserID((int)organization.PrimaryUserID);
primaryUser = users.IsEmpty ? "" : users[0].LastName + ", " + users[0].FirstName;
}
lblProperties.Visible = organizations.IsEmpty;
DataTable table = new DataTable();
table.Columns.Add("Name");
table.Columns.Add("Value");
string website = organization.Website;
string link = "";
if (website != null)
{
if (website.IndexOf("http") < 0)
{
website = "http://" + website;
}
link = @"<a href=""" + website + @""" target=""OrganizationLink"">" + organization.Website + "</a>";
}
table.Rows.Add(new string[] { "Name:", organization.Name });
table.Rows.Add(new string[] { "Website:", link });
table.Rows.Add(new string[] { "Description:", organization.Description });
table.Rows.Add(new string[] { "Service Agreement Expiration Date:", organization.SAExpirationDate == null ? "[None]" : ((DateTime)organization.SAExpirationDate).ToLongDateString() });
if (organization.SlaLevelID == null)
{
table.Rows.Add(new string[] { "Service Level Agreement:", "[None]" });
}
else
{
SlaLevel level = SlaLevels.GetSlaLevel(UserSession.LoginUser, (int)organization.SlaLevelID);
if (level != null)
{
table.Rows.Add(new string[] { "Service Level Agreement:", level.Name });
}
}
if (organizationID != UserSession.LoginUser.OrganizationID)
{
table.Rows.Add(new string[] { "Active:", organization.IsActive.ToString() });
if (UserSession.CurrentUser.IsSystemAdmin)
{
table.Rows.Add(new string[] { "API Enabled:", (organization.IsApiActive && organization.IsApiEnabled).ToString() });
table.Rows.Add(new string[] { "API Token:", organization.WebServiceID.ToString() });
table.Rows.Add(new string[] { "OrganizationID:", organization.OrganizationID.ToString() });
}
}
if (UserSession.CurrentUser.HasPortalRights)
{
table.Rows.Add(new string[] { "Portal Access:", organization.HasPortalAccess.ToString() });
}
table.Rows.Add(new string[] { "Primary Contact:", primaryUser });
if (organization.DefaultSupportUserID != null)
{
User supportUser = Users.GetUser(UserSession.LoginUser, (int)organization.DefaultSupportUserID);
table.Rows.Add(new string[] { "Default Support User:"******"Default Support User:"******"[None]" });
}
if (organization.DefaultSupportGroupID != null)
{
Group supportGroup = (Group)Groups.GetGroup(UserSession.LoginUser, (int)organization.DefaultSupportGroupID);
if (supportGroup != null)
{
table.Rows.Add(new string[] { "Default Support Group:", supportGroup.Name });
}
else
{
table.Rows.Add(new string[] { "Default Support Group:", "[None]" });
}
}
else
{
table.Rows.Add(new string[] { "Default Support Group:", "[None]" });
}
table.Rows.Add(new string[] { "Domains:", organization.CompanyDomains == null ? "[None Assigned]" : organization.CompanyDomains });
if (organization.SupportHoursMonth != 0)
{
table.Rows.Add(new string[] { "Support hours per month:", organization.SupportHoursMonth.ToString() });
}
else
{
table.Rows.Add(new string[] { "Support hours per month:", "0" });
}
CustomFields fields = new CustomFields(UserSession.LoginUser);
fields.LoadByReferenceType(UserSession.LoginUser.OrganizationID, ReferenceType.Organizations);
StringBuilder valueAsString = null;
foreach (CustomField field in fields)
{
if (field.CustomFieldCategoryID != null)
{
continue;
}
CustomValue value = CustomValues.GetValue(UserSession.LoginUser, field.CustomFieldID, organizationID);
switch (value.FieldType)
{
case CustomFieldType.Date:
valueAsString = new StringBuilder();
if (!string.IsNullOrEmpty(value.Value))
{
try
{
DateTime valueAsDateTime = DataUtils.DateToLocal(UserSession.LoginUser, DateTime.Parse(value.Value));
valueAsString.Append(valueAsDateTime.ToString("d", UserSession.LoginUser.CultureInfo));
}
catch
{
valueAsString.Append(value.Value);
}
}
table.Rows.Add(new string[] { field.Name + ":", valueAsString.ToString() });
break;
case CustomFieldType.Time:
valueAsString = new StringBuilder();
if (!string.IsNullOrEmpty(value.Value))
{
try
{
DateTime valueAsDateTime = DataUtils.DateToLocal(UserSession.LoginUser, DateTime.Parse(value.Value));
valueAsString.Append(valueAsDateTime.ToString("t", UserSession.LoginUser.CultureInfo));
}
catch
{
valueAsString.Append(value.Value);
}
}
table.Rows.Add(new string[] { field.Name + ":", valueAsString.ToString() });
break;
case CustomFieldType.DateTime:
valueAsString = new StringBuilder();
if (!string.IsNullOrEmpty(value.Value))
{
try
{
DateTime valueAsDateTime = DataUtils.DateToLocal(UserSession.LoginUser, DateTime.Parse(value.Value));
valueAsString.Append(valueAsDateTime.ToString("g", UserSession.LoginUser.CultureInfo));
}
catch
{
valueAsString.Append(value.Value);
}
}
table.Rows.Add(new string[] { field.Name + ":", valueAsString.ToString() });
break;
default:
table.Rows.Add(new string[] { field.Name + ":", value.Value });
break;
}
}
CustomFieldCategories cats = new CustomFieldCategories(UserSession.LoginUser);
cats.LoadByRefType(ReferenceType.Organizations);
StringBuilder builder = new StringBuilder();
string prop = "<div style=\"margin: 5px 5px 5px 15px; line-height: 20px;\"><span style=\"font-weight: bold;\">{0}: </span><span> {1}<br /></span></div>";
foreach (CustomFieldCategory cat in cats)
{
bool isExpanded = Settings.UserDB.ReadBool("Custom Cat Expanded (Customer) - " + cat.Category, false);
string markerClass = isExpanded ? "ui-icon-triangle-1-s" : "ui-icon-triangle-1-e";
string displayClass = isExpanded ? "" : "ui-helper-hidden";
builder.Append("<div class=\"customfield-cat\"><span class=\"ui-icon " + markerClass + "\"></span><span class=\"caption\">" + cat.Category);
builder.Append("</span></div><div class=\"ui-widget-content ts-separator " + displayClass + "\"></div>");
builder.Append("<div class=\"" + displayClass + "\">");
foreach (CustomField field in fields)
{
if (field.CustomFieldCategoryID != null && field.CustomFieldCategoryID == cat.CustomFieldCategoryID)
{
CustomValue value = CustomValues.GetValue(UserSession.LoginUser, field.CustomFieldID, organizationID);
switch (value.FieldType)
{
case CustomFieldType.Date:
valueAsString = new StringBuilder();
if (!string.IsNullOrEmpty(value.Value))
{
try
{
DateTime valueAsDateTime = DataUtils.DateToLocal(UserSession.LoginUser, DateTime.Parse(value.Value));
valueAsString.Append(valueAsDateTime.ToString("d", UserSession.LoginUser.CultureInfo));
}
catch
{
valueAsString.Append(value.Value);
}
}
builder.Append(string.Format(prop, field.Name, valueAsString.ToString()));
break;
case CustomFieldType.Time:
valueAsString = new StringBuilder();
if (!string.IsNullOrEmpty(value.Value))
{
try
{
DateTime valueAsDateTime = DataUtils.DateToLocal(UserSession.LoginUser, DateTime.Parse(value.Value));
valueAsString.Append(valueAsDateTime.ToString("t", UserSession.LoginUser.CultureInfo));
}
catch
{
valueAsString.Append(value.Value);
}
}
builder.Append(string.Format(prop, field.Name, valueAsString.ToString()));
break;
case CustomFieldType.DateTime:
valueAsString = new StringBuilder();
if (!string.IsNullOrEmpty(value.Value))
{
try
{
DateTime valueAsDateTime = DataUtils.DateToLocal(UserSession.LoginUser, DateTime.Parse(value.Value));
valueAsString.Append(valueAsDateTime.ToString("g", UserSession.LoginUser.CultureInfo));
}
catch
{
valueAsString.Append(value.Value);
}
}
builder.Append(string.Format(prop, field.Name, valueAsString.ToString()));
break;
default:
builder.Append(string.Format(prop, field.Name, value.Value));
break;
}
}
}
builder.Append("</div>");
}
litProperties.Text = builder.ToString();
rptProperties.DataSource = table;
rptProperties.DataBind();
}
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);
}
}
}
private void LoadProperties(int organizationID)
{
lblProperties.Visible = true;
Organizations organizations = new Organizations(UserSession.LoginUser);
organizations.LoadByOrganizationID(organizationID);
if (organizations.IsEmpty)
{
return;
}
Organization organization = organizations[0];
Users users = new Users(UserSession.LoginUser);
string primaryUser = "******";
if (organization.PrimaryUserID != null)
{
users.LoadByUserID((int)organization.PrimaryUserID);
primaryUser = users.IsEmpty ? "" : users[0].FirstLastName;
}
string defaultGroup = "[Unassigned]";
if (organization.DefaultPortalGroupID != null)
{
Group group = (Group)Groups.GetGroup(UserSession.LoginUser, (int)organization.DefaultPortalGroupID);
if (group != null)
{
defaultGroup = group.Name;
}
}
lblProperties.Visible = organizations.IsEmpty;
DataTable table = new DataTable();
table.Columns.Add("Name");
table.Columns.Add("Value");
table.Rows.Add(new string[] { "Name:", organization.Name });
table.Rows.Add(new string[] { "Description:", organization.Description });
//table.Rows.Add(new string[] { "Portal Access:", organization.HasPortalAccess.ToString() });
/*
* if (UserSession.CurrentUser.HasPortalRights)
* {
* string portalLink = "http://portal.ts.com?OrganizationID=" + organization.OrganizationID.ToString();
* portalLink = @"<a href=""" + portalLink + @""" target=""PortalLink"" onclick=""window.open('" + portalLink + @"', 'PortalLink')"">" + portalLink + "</a>";
* table.Rows.Add(new string[] { "Portal Link:", portalLink });
* table.Rows.Add(new string[] { "Default Portal Group:", defaultGroup });
* }
*/
table.Rows.Add(new string[] { "Organization ID:", organization.OrganizationID.ToString() });
table.Rows.Add(new string[] { "Primary Contact:", primaryUser });
//"Central Standard Time"
TimeZoneInfo timeZoneInfo = null;
try
{
timeZoneInfo = TimeZoneInfo.FindSystemTimeZoneById(organization.TimeZoneID);
}
catch (Exception)
{
timeZoneInfo = null;
}
table.Rows.Add(new string[] { "Time Zone:", timeZoneInfo == null ? "Central Standard Time" : timeZoneInfo.DisplayName });
table.Rows.Add(new string[] { "Date Format:", (new CultureInfo(organization.CultureName)).DisplayName });
table.Rows.Add(new string[] { "Default Font Family:", organization.FontFamilyDescription });
table.Rows.Add(new string[] { "Default Font Size:", organization.FontSizeDescription });
table.Rows.Add(new string[] { "Business Days:", organization.BusinessDaysText == "" ? "[None Assigned]" : organization.BusinessDaysText });
table.Rows.Add(new string[] { "Business Day Start:", organization.BusinessDayStart == null ? "[None Assigned]" : ((DateTime)organization.BusinessDayStart).ToString("t", UserSession.LoginUser.CultureInfo) });
table.Rows.Add(new string[] { "Business Day End:", organization.BusinessDayEnd == null ? "[None Assigned]" : ((DateTime)organization.BusinessDayEnd).ToString("t", UserSession.LoginUser.CultureInfo) });
table.Rows.Add(new string[] { "Product Required on Ticket:", organization.ProductRequired.ToString() });
table.Rows.Add(new string[] { "Product Version Required on ticket:", organization.ProductVersionRequired.ToString() });
table.Rows.Add(new string[] { "Only show products for the customers of a ticket:", Settings.OrganizationDB.ReadBool("ShowOnlyCustomerProducts", false).ToString() });
table.Rows.Add(new string[] { "Auto Assign Customer with Asset On Tickets:", organization.AutoAssignCustomerWithAssetOnTickets.ToString() });
table.Rows.Add(new string[] { "Auto Associate Customer To Ticket based on Asset Assignment:", organization.AutoAssociateCustomerToTicketBasedOnAssetAssignment.ToString() });
table.Rows.Add(new string[] { "Require customer for new ticket:", Settings.OrganizationDB.ReadBool("RequireNewTicketCustomer", false).ToString() });
table.Rows.Add(new string[] { "Require time spent on timed actions:", organization.TimedActionsRequired.ToString() });
table.Rows.Add(new string[] { "Disable ticket status update emails:", Settings.OrganizationDB.ReadBool("DisableStatusNotification", false).ToString() });
table.Rows.Add(new string[] { "Visible to customers is initially enabled for new actions:", organization.SetNewActionsVisibleToCustomers.ToString() });
table.Rows.Add(new string[] { "Allow unauthenticated users to view attachments:", organization.AllowUnsecureAttachmentViewing.ToString() });
table.Rows.Add(new string[] { "Allow private actions to satisfy SLA first reponse:", organization.SlaInitRespAnyAction.ToString() });
table.Rows.Add(new string[] { "Chat ID:", organization.ChatID.ToString() });
/* string email = organization.SystemEmailID + "@teamsupport.com";
* table.Rows.Add(new string[] { "System Email:", "<a href=\"mailto:" + email + "\">" + email + "</a>" });
* table.Rows.Add(new string[] { "Organization Reply To Address:", organization.OrganizationReplyToAddress });
* table.Rows.Add(new string[] { "Require [New] keyword for emails:", organization.RequireNewKeyword.ToString() });
* table.Rows.Add(new string[] { "Require a known email address for emails:", organization.RequireKnownUserForNewEmail.ToString() });
*/
//table.Rows.Add(new string[] { "Use Community:", organization.UseForums.ToString() });
WikiArticle defArticle = organization.DefaultWikiArticleID == null ? null : WikiArticles.GetWikiArticle(UserSession.LoginUser, (int)organization.DefaultWikiArticleID);
table.Rows.Add(new string[] { "Default Wiki Article:", defArticle == null ? "[None Assigned]" : defArticle.ArticleName });
//table.Rows.Add(new string[] { "Only Admin Can Modify Customers:", organization.AdminOnlyCustomers.ToString() });
table.Rows.Add(new string[] { "Only Admin Can View Reports:", organization.AdminOnlyReports.ToString() });
SlaLevel level = organization.InternalSlaLevelID != null?SlaLevels.GetSlaLevel(UserSession.LoginUser, (int)organization.InternalSlaLevelID) : null;
table.Rows.Add(new string[] { "Internal SLA:", level == null ? "[None Assigned]" : level.Name });
table.Rows.Add(new string[] { "Show Group Members First in Ticket Assignment List:", organization.ShowGroupMembersFirstInTicketAssignmentList.ToString() });
table.Rows.Add(new string[] { "Require Group Assignment On Tickets:", organization.RequireGroupAssignmentOnTickets.ToString() });
table.Rows.Add(new string[] { "Update Ticket Children Group With Parent:", organization.UpdateTicketChildrenGroupWithParent.ToString() });
table.Rows.Add(new string[] { "Hide Alert Dismiss for Non Admins:", organization.HideDismissNonAdmins.ToString() });
if ((organization.ProductType == ProductType.Enterprise || organization.ProductType == ProductType.BugTracking))
{
table.Rows.Add(new string[] { "Use Product Lines:", organization.UseProductFamilies.ToString() });
}
table.Rows.Add(new string[] { "Customer Insights:", organization.IsCustomerInsightsActive.ToString() });
table.Rows.Add(new string[] { "Two Factor Verification:", organization.TwoStepVerificationEnabled.ToString() });
table.Rows.Add(new string[] { "How many days before user passwords expire:", organization.DaysBeforePasswordExpire.ToString() });
table.Rows.Add(new string[] { "Do not include attachments on outbound emails:", organization.NoAttachmentsInOutboundEmail.ToString() });
if (organization.NoAttachmentsInOutboundEmail && !string.IsNullOrEmpty(organization.NoAttachmentsInOutboundExcludeProductLine))
{
ProductFamilies productFamilies = new ProductFamilies(UserSession.LoginUser);
try
{
productFamilies.LoadByIds(organization.NoAttachmentsInOutboundExcludeProductLine.Split(',').Select(int.Parse).ToList(), organization.OrganizationID);
if (productFamilies.Count > 0)
{
table.Rows.Add(new string[] { "Except for the following Product Lines (include attachments):", string.Join(",", productFamilies.Select(p => p.Name).ToArray()) });
}
}
catch (Exception ex)
{
ExceptionLogs.LogException(UserSession.LoginUser, ex, "AdminCompany.aspx.cs.LoadProperties");
}
}
table.Rows.Add(new string[] { "Warn if contact has no email address:", organization.AlertContactNoEmail.ToString() });
table.Rows.Add(new string[] { "Allow TeamSupport to log into your account for technical support:", (!organization.DisableSupportLogin).ToString() });
table.Rows.Add(new string[] { "Use Watson:", organization.UseWatson.ToString() });
// table.Rows.Add(new string[] { "Require Two Factor Authentication:", organization.RequireTwoFactor.ToString() });
rptProperties.DataSource = table;
rptProperties.DataBind();
}
protected override void OnLoad(EventArgs e)
{
if (!UserSession.CurrentUser.IsSystemAdmin)
{
Response.Write("Invalid Request");
Response.End();
return;
}
base.OnLoad(e);
if (Request["SlaTriggerID"] != null)
{
_slaTriggerID = int.Parse(Request["SlaTriggerID"]);
}
if (Request["SlaLevelID"] != null)
{
_slaLevelID = int.Parse(Request["SlaLevelID"]);
}
if (Request["TicketTypeID"] != null)
{
_ticketTypeID = int.Parse(Request["TicketTypeID"]);
}
if (!IsPostBack)
{
LoadTimeZones();
SetTimes(Settings.UserDB.ReadInt("SlaTriggerWarningTime", 1440),
Settings.UserDB.ReadInt("SlaTriggerInitialResponseTime", 60),
Settings.UserDB.ReadInt("SlaTriggerLastActionTime", 60),
Settings.UserDB.ReadInt("SlaTriggerClosedTime", 60));
cbGroupViolations.Checked = Settings.UserDB.ReadBool("SlaTriggerGroupViolations", true);
cbGroupWarnings.Checked = Settings.UserDB.ReadBool("SlaTriggerGroupWarnings", true);
cbUserViolations.Checked = Settings.UserDB.ReadBool("SlaTriggerUserViolations", true);
cbUserWarnings.Checked = Settings.UserDB.ReadBool("SlaTriggerUserWarnings", true);
rbBusinessHours.Checked = Settings.UserDB.ReadBool("SlaTriggerUseBusinessHours", true);
rbCustomBusinessHours.Checked = !rbBusinessHours.Checked;
cbPauseOnOrganizationHolidays.Checked = Settings.UserDB.ReadBool("SlaTriggerPauseOnOrganizationHolidays", true);
daysToPauseList.Attributes.Add("onkeydown", "DeleteSelectedItems(event);");
}
if (_slaTriggerID > -1)
{
_trigger = SlaTriggers.GetSlaTrigger(UserSession.LoginUser, _slaTriggerID);
if (_trigger == null || SlaLevels.GetSlaLevel(UserSession.LoginUser, _trigger.SlaLevelID).OrganizationID != UserSession.LoginUser.OrganizationID)
{
Response.Write("Invalid Request");
Response.End();
return;
}
_slaLevelID = _trigger.SlaLevelID;
_ticketTypeID = _trigger.TicketTypeID;
if (!IsPostBack)
{
LoadTrigger(_trigger);
}
}
else
{
DisableEnableCustomBusinessHours(rbBusinessHours.Checked, rbNoBusinessHours.Checked);
}
SlaLevel level = SlaLevels.GetSlaLevel(UserSession.LoginUser, _slaLevelID);
TicketType type = TicketTypes.GetTicketType(UserSession.LoginUser, _ticketTypeID);
if (level == null || type == null || level.OrganizationID != UserSession.LoginUser.OrganizationID || type.OrganizationID != UserSession.LoginUser.OrganizationID)
{
Response.Write("Invalid Request");
Response.End();
return;
}
lblSla.Text = level.Name;
lblTicketType.Text = type.Name;
if (!IsPostBack)
{
LoadSeverities();
}
}
