private void SaveToSiebel(bool isCreate)
{
bool sr_saved;
ServiceRequest sr = null;
string logMessage, logNote;
// Make sure we actually have an asset and a saved incident
if (Contact != null)
{
//Compose Service Request
sr = new ServiceRequest();
// Set Service Request attributes - severity, status, request type, contact party id, etc.
KeyValuePair<String, String> severityKeyPair = sr.rnSeverityToServerSeverity(selected_rn_severity_id);
selected_server_severity = severityKeyPair.Key;
sr.Severity = severityKeyPair.Key;
KeyValuePair<String, String> statusKeyPair = sr.rnStatusToServerStatus(selected_rn_request_status_id);
selected_server_request_status = statusKeyPair.Key;
sr.Status = statusKeyPair.Key;
KeyValuePair<String, String> requestTypeKeyPair = sr.rnRequestTypeToServerRequestType(selected_rn_request_type_id);
selected_server_request_type = requestTypeKeyPair.Key;
sr.RequestType = requestTypeKeyPair.Key;
sr.ContactID = selectedContactPartyId;
if (String.IsNullOrEmpty(selectedContactOrgId) || selectedContactOrgId == "0")
{
sr.ContactOrgID = null;
}
else
{
sr.ContactOrgID = selectedContactOrgId;
}
sr.Summary = Incident.Subject;
sr.RequestDate = (Incident.Created.HasValue) ? Incident.Created.Value : DateTime.Now;
sr.IncidentOccurredDate = (Incident.Created.HasValue) ? Incident.Created.Value : DateTime.Now;
sr.IncidentRef = Incident.RefNo;
sr.IncidentID = Incident.ID.ToString();
sr.SerialNumber = current_serial_num;
if(!String.IsNullOrEmpty(currentProductID)){
sr.ProductID = currentProductID;
}
else
{
sr.ProductID = null;
}
if (_siebelDefaultSrOwnerId != null)
{
sr.OwnerID = _siebelDefaultSrOwnerId;
}
try
{
if (isCreate)
{
//Create Service Request
sr.RnowHost = ConfigurationSetting.rnt_host;
logMessage = "Ready to create Service Request";
_log.DebugLog(incidentId: _logIncidentId, logMessage: logMessage);
sr_saved = sr.Create(_logIncidentId, 0);
}
else
{
//Update Service Request
//Set custom attribute fields for update
var sr_id = "";
var sr_num = "";
var sr_owner_id = "";
IList<ICustomAttribute> incCustomAttributes = Incident.CustomAttributes;
string[] incCustomAttrs = { "Accelerator$siebel_sr_id", "Accelerator$siebel_sr_num", "Accelerator$siebel_sr_owner_id"};
Dictionary<String, Object> incCustomAttrsResults = CustomAttrHelper.fetchCustomAttrValue(incCustomAttributes, incCustomAttrs, this._logIncidentId, 0);
sr_id = incCustomAttrsResults["Accelerator$siebel_sr_id"] != null ? incCustomAttrsResults["Accelerator$siebel_sr_id"].ToString() : "";
sr_num = incCustomAttrsResults["Accelerator$siebel_sr_num"] != null ? incCustomAttrsResults["Accelerator$siebel_sr_num"].ToString() : "";
sr_owner_id = incCustomAttrsResults["Accelerator$siebel_sr_owner_id"] != null ? incCustomAttrsResults["Accelerator$siebel_sr_owner_id"].ToString() : "";
sr.RequestID = sr_id;
sr.RequestNumber = sr_num;
sr.RnowHost = ConfigurationSetting.rnt_host;
if (sr_owner_id != "")
{
sr.OwnerID = sr_owner_id;
}
logMessage = "Ready to update Service Request. SR ID = " + sr_id;
logNote = "";
_log.DebugLog(incidentId: _logIncidentId, logMessage: logMessage, logNote: logNote);
sr_saved = sr.Update(_logIncidentId, 0);
}
}
catch (Exception ex)
{
logMessage = "Error in creating/updating Service Request.Error Message: " + ex.Message;
logNote = "";
_log.ErrorLog(incidentId: _logIncidentId, logMessage: logMessage, logNote: logNote);
string message = ex.Message;
MessageBox.Show(message, "Error", MessageBoxButtons.OK, MessageBoxIcon.Error);
return;
}
if (!sr_saved)
{
// If Service Request is not saved successfully, show error.
string message = "There has been an error communicating with Siebel. Please check log for detail.";
MessageBox.Show(message, "Error", MessageBoxButtons.OK, MessageBoxIcon.Error);
logMessage = "Error in creating/updating Service Request.";
logNote = "Response shows error code. Response's error message: " + sr.ErrorMessage;
_log.ErrorLog(incidentId: _logIncidentId, logMessage: logMessage, logNote: logNote);
return;
}
else
{
logMessage = "Created/Updated Service Request successfully. SR ID = " + sr.RequestID;
logNote = "";
_log.DebugLog(incidentId: _logIncidentId, logMessage: logMessage, logNote: logNote);
// After update successfully, update the values which are stored information from Siebel side
try
{
storedRequestType = selected_server_request_type;
storedRequestStatus = selected_server_request_status;
storedSeverity = selected_server_severity;
siebelStoredSerialNum = current_serial_num;
}
catch (Exception ex)
{
logMessage = "Error in updating incident fields with Service Request information, after created/updated SR. Error Message: " + ex.Message;
_log.ErrorLog(incidentId: _logIncidentId, logMessage: logMessage);
return;
}
if (isCreate)
{
//Check the interaction, we need created, after created a new service request
string sr_id = sr.RequestID;
int currentThreadCount = Incident.Threads.Count == 0 ? 0 : Incident.Threads[0].ID;
int storedThreadsCount = 0;
IList<ICustomAttribute> incCustomAttributes = Incident.CustomAttributes;
string[] incCustomAttrThread = { "Accelerator$siebel_max_thread_id" };
Dictionary<String, Object> incCustomAttrResultThread = CustomAttrHelper.fetchCustomAttrValue(incCustomAttributes, incCustomAttrThread, this._logIncidentId, 0);
storedThreadsCount = incCustomAttrResultThread["Accelerator$siebel_max_thread_id"] != null ? (int)incCustomAttrResultThread["Accelerator$siebel_max_thread_id"] : 0;
// If have new thread, then call function SaveInteractionToSiebel to create interaction
if (currentThreadCount != storedThreadsCount && !String.IsNullOrWhiteSpace(sr_id))
{
logMessage = "After created new SR, need to store new threads to Siebel System. Stored Thread Count = " + storedThreadsCount + "; Current Thread Count = " + currentThreadCount;
logNote = "";
_log.DebugLog(incidentId: _logIncidentId, logMessage: logMessage, logNote: logNote);
SaveNoteToSiebel(sr_id, currentThreadCount, storedThreadsCount, true);
}
// Iterate through the incident custom attributes and set values
try
{
bool sr_id_found = false;
bool sr_num_found = false;
bool sr_owner_id_found = false;
foreach (ICustomAttribute cusAttr in incCustomAttributes)
{
if (cusAttr.PackageName == "Accelerator" && cusAttr.GenericField.Name == "Accelerator$siebel_sr_id")
{
sr_id_found = true;
cusAttr.GenericField.DataValue.Value = sr.RequestID;
UpdateIncCustomAttr(Incident.ID, "siebel_sr_id", sr.RequestID);
}
if (cusAttr.PackageName == "Accelerator" && cusAttr.GenericField.Name == "Accelerator$siebel_sr_num")
{
ServiceRequest createdSR = sr.Lookup(sr.RequestID, _logIncidentId);
sr_num_found = true;
if (createdSR != null)
{
cusAttr.GenericField.DataValue.Value = createdSR.RequestNumber;
UpdateIncCustomAttr(Incident.ID, "siebel_sr_num", createdSR.RequestNumber);
}
}
if (cusAttr.PackageName == "Accelerator" && cusAttr.GenericField.Name == "Accelerator$siebel_sr_owner_id")
{
sr_owner_id_found = true;
cusAttr.GenericField.DataValue.Value = sr.OwnerID;
UpdateIncCustomAttr(Incident.ID, "siebel_sr_owner_id", sr.OwnerID);
}
}
if (sr_id_found == false)
{
logMessage = "Custom attribute is not defined. Cannot get Accelerator$siebel_sr_id.";
_log.ErrorLog(incidentId:_logIncidentId, logMessage: logMessage);
}
if (sr_num_found == false)
{
logMessage = "Custom attribute is not defined. Cannot get Accelerator$siebel_sr_num.";
_log.ErrorLog(incidentId: _logIncidentId, logMessage: logMessage);
}
if (sr_owner_id_found == false)
{
logMessage = "Custom attribute is not defined. Cannot get Accelerator$siebel_sr_owner_id.";
_log.ErrorLog(incidentId: _logIncidentId, logMessage: logMessage);
}
if (sr_id_found == false || sr_num_found == false || sr_owner_id_found == false)
{
MessageBox.Show("Custom Attribute configuration missing. Please check log for detail.", "Error", MessageBoxButtons.OK, MessageBoxIcon.Error);
}
}
catch (Exception ex)
{
logMessage = "Error in updating incident fields with Service Request information, after created new SR.Error Message: " + ex.Message;
_log.ErrorLog(incidentId: _logIncidentId, logMessage: logMessage);
return;
}
logMessage = " Updating incident fields with Service Request information, after created new SR successfully.siebel_sr_id = " + sr.RequestID.ToString() + "; siebel_sr_num = " + sr.RequestNumber + "; siebel_sr_owner_id = " + sr.OwnerID.ToString() + ".";
_log.DebugLog(incidentId: _logIncidentId, logMessage: logMessage);
}
}
}
}
void _recordContext_Saving(object sender, CancelEventArgs e)
{
string logMessage, logNote;
storedContactPartyId = _serviceRequestControl.storedContactPartyId;
storedSeverity = _serviceRequestControl.storedSeverity;
storedRequestStatus = _serviceRequestControl.storedRequestStatus;
storedRequestType = _serviceRequestControl.storedRequestType;
storedSubject = _serviceRequestControl.storedSubject;
siebelStoredSerialNum = _serviceRequestControl.siebelStoredSerialNum;
siebelStoredProductID = _serviceRequestControl.siebelStoredProductID;
this._serviceRequestControl.LeaveFocusWhenSaving();
Contact = _recordContext.GetWorkspaceRecord(RightNow.AddIns.Common.WorkspaceRecordType.Contact) as IContact;
if (Contact == null)
{
_serviceRequestControl.tbSerialNo.Enabled = true;
DialogResult result = MessageBox.Show("Contact is empty. Cannot do the serial number validation. ", "Info", MessageBoxButtons.OK, MessageBoxIcon.Information);
if (result == DialogResult.OK)
{
logMessage = "Contact is empty. Cannot do the serial number validation. ";
logNote = "";
_log.DebugLog(incidentId: _logIncidentId, logMessage: logMessage, logNote: logNote);
e.Cancel = true;
return;
}
}
// get custom attribute Accelerator$siebel_sr_id value
var sr_id = "";
IList<ICustomAttribute> incCustomAttributes = Incident.CustomAttributes;
string[] incCustomAttrSrId = { "Accelerator$siebel_sr_id", "Accelerator$siebel_serial_number"};
Dictionary<String, Object> incCustomAttrSrIdResult = CustomAttrHelper.fetchCustomAttrValue(incCustomAttributes, incCustomAttrSrId, this._logIncidentId, 0);
sr_id = incCustomAttrSrIdResult["Accelerator$siebel_sr_id"] != null ? incCustomAttrSrIdResult["Accelerator$siebel_sr_id"].ToString() : "";
rnStoredSerialNum = !String.IsNullOrWhiteSpace((string)incCustomAttrSrIdResult["Accelerator$siebel_serial_number"])? incCustomAttrSrIdResult["Accelerator$siebel_serial_number"].ToString() : "";
// If Incident's Contact has associated to an Siebel Contact, it does not support to edit it.
if (!String.IsNullOrWhiteSpace(sr_id) && currentContactID != Contact.ID)
{
string message = "This incident has been associated to a Siebel Contact, we cannot allow changing the contact via this addin. Please change the primary contact back.";
MessageBoxButtons buttons = MessageBoxButtons.OK;
DialogResult result;
// Show message box to mention the assigned contact party id
result = System.Windows.Forms.MessageBox.Show(this, message, "Message", buttons, MessageBoxIcon.Information);
logMessage = "Cannot changing incident's primary contact. This incident has been associated to an Siebel Contact, Contact ID = " + Contact.ID;
logNote = "";
_log.DebugLog(incidentId: _logIncidentId, logMessage: logMessage, logNote: logNote);
if (result == DialogResult.OK)
{
e.Cancel = true;
return;
}
}
current_serial_num = _serviceRequestControl.tbSerialNo.Text;
//Validate serial number
bool isValidSerial;
if (current_serial_num != "")
{
try
{
isValidSerial = this.validateSerialNumber(current_serial_num);
}
catch (Exception ex)
{
logMessage = "Incident saving is cancelled, because error: " + ex.Message;
_log.ErrorLog(incidentId: _logIncidentId, logMessage: logMessage);
e.Cancel = true;
return;
}
if (isValidSerial)
{
currentProductID = _serviceRequestControl.siebelProductId;
}
else
{
//Invalid Error
logMessage = "The serial number (" + current_serial_num + ") is invalid. It does not belong to current contact's organization.";
logNote = "";
_log.NoticeLog(incidentId: _logIncidentId, logMessage: logMessage, logNote: logNote);
string message = "The serial number is invalid. It does not belong to current contact's organization.";
MessageBoxButtons buttons = MessageBoxButtons.OK;
DialogResult result;
// Show message box to mention the assigned contact party id
result = MessageBox.Show(this, message, "Error", buttons, MessageBoxIcon.Error);
if (result == DialogResult.OK)
{
//current_serial_num = siebelStoredSerialNum;
//currentInstanceID = siebelStoredInstanceID;
e.Cancel = true;
return;
}
}
}
else
{
currentProductID = "";
}
//Update current incident's serial number
if (current_serial_num != rnStoredSerialNum)
this.setSerialNum(current_serial_num);
//Get Oracle Service Clould product ID according to Siebel product information
string rnProductId = null;
if (currentProductID != null)
{
rnProductId = this.getProductId(currentProductID);
}
//Set current incident's product
if (!String.IsNullOrEmpty(rnProductId))
{
Incident.ProductID = Convert.ToInt32(rnProductId);
}
else
{
Incident.ProductID = null;
}
ServiceRequest sr = new ServiceRequest();
current_subject = Incident.Subject;
//get current incident status id and convert to Siebel status id
selected_rn_request_status_id = Incident.Status.StatusID;
selected_server_request_status = sr.rnStatusToServerStatus(selected_rn_request_status_id).Key;
//get current incident severity id and convert to Siebel severity id
if (!Incident.SeverityID.Equals(null))
{
selected_rn_severity_id = (int)Incident.SeverityID;
}
else
{
selected_rn_severity_id = 0;
}
selected_server_severity = sr.rnSeverityToServerSeverity(selected_rn_severity_id).Key;
//get current incident type id and serial number
selected_rn_request_type_id = 0;
string[] incCustomAttrs = { "Accelerator$siebel_sr_request_type"};
Dictionary<String, Object> incCustomAttrsResults = CustomAttrHelper.fetchCustomAttrValue(incCustomAttributes, incCustomAttrs, this._logIncidentId, 0);
selected_rn_request_type_id = incCustomAttrsResults["Accelerator$siebel_sr_request_type"] != null ? (int)incCustomAttrsResults["Accelerator$siebel_sr_request_type"] : 0;
//convert to Siebel type id
selected_server_request_type = sr.rnRequestTypeToServerRequestType(selected_rn_request_type_id).Key;
logMessage = "In CheckIncidentUpdates, get all current value.";
logNote = "incident status id = " + selected_rn_request_status_id + ", sr status id = " + selected_server_request_status +
"incident severity id = " + selected_rn_request_type_id + ", sr severity id = " + selected_server_severity +
"incident type id = " + selected_rn_request_type_id + ", sr type id = " + selected_server_request_type +
"incident serial num = " + current_serial_num + ", incident subject = " + current_subject;
_log.DebugLog(incidentId: _logIncidentId, logMessage: logMessage, logNote: logNote);
}