public TicketAssignees(Guid OrgID, int departmentId, int ticketId, Ticket.TicketAssignmentType assignmentType)
{
DataTable dtAssignees = Ticket.SelectTicketAssignees(OrgID, departmentId, ticketId, assignmentType, true, true);
foreach (DataRow drAssignee in dtAssignees.Rows)
List.Add(new TicketAssignee(drAssignee.IsNull("UserId") ? 0 : (int)drAssignee["UserId"], drAssignee["name"].ToString()));
}
public static void InputTime(ApiUser User, int TktId, int TaskTypeId, decimal Hours, int HoursOffset, string NoteText)
{
Config _cfg = new Config(User.OrganizationId, User.DepartmentId);
CustomNames _cNames = CustomNames.GetCustomNames(User.OrganizationId, User.DepartmentId);
if (!_cfg.TimeTracking)
{
throw new HttpError("Time Tracking is not enabled for this instance.");
}
int _taskTypeId = 0;
string _taskTypeName = string.Empty;
if (TaskTypeId == 0)
{
DataTable _dtTaskTypes = bigWebApps.bigWebDesk.Data.TaskType.SelectTicketAssignedTaskTypes(User.OrganizationId, User.DepartmentId, User.UserId, TktId);
if (_dtTaskTypes.Rows.Count == 0)
{
throw new HttpError("No Assigned Task Types found for this " + _cNames.Ticket.fullSingular + ".");
}
_taskTypeId = (int)_dtTaskTypes.Rows[0]["ttID"];
_taskTypeName = _dtTaskTypes.Rows[0]["TaskTypeName"].ToString();
}
else
{
_taskTypeId = TaskTypeId;
DataRow _rowTaskType = bigWebApps.bigWebDesk.Data.TaskType.SelectTaskType(User.OrganizationId, User.DepartmentId, _taskTypeId);
if (_rowTaskType == null)
{
throw new HttpError("No Task Types found for TaskTypeId=" + _taskTypeId.ToString() + ".");
}
_taskTypeName = _rowTaskType["TaskTypeName"].ToString();
}
string _hoursFull = "";
if (Hours >= 1)
{
_hoursFull = ((int)Hours).ToString();
if ((int)Hours == 1)
{
_hoursFull += " hour ";
}
else
{
_hoursFull += " hours ";
}
}
string _minutes = string.Format("{0:00}", Hours * 60 % 60).TrimStart('0');
if (!string.IsNullOrEmpty(_minutes))
{
_hoursFull += _minutes;
if (_minutes == "1")
{
_hoursFull += " minute";
}
else
{
_hoursFull += " minutes";
}
}
if (!string.IsNullOrEmpty(_hoursFull))
{
_hoursFull = "(" + _hoursFull.Trim() + ")";
}
var _tktOld = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId);
string sysGeneratedText = User.FullName;
int _timeLogId = 0;
if (Hours > 0)
{
sysGeneratedText = " logged " + Hours.ToString("0.00") + " hours " + _hoursFull + " as " + _taskTypeName + " task type.";
decimal _hRate = Logins.SelectTechHourlyRate(User.OrganizationId, User.DepartmentId, User.UserId, _taskTypeId);
_timeLogId = bigWebApps.bigWebDesk.Data.Tickets.InsertTime(User.OrganizationId, User.DepartmentId, TktId, User.UserId, DateTime.UtcNow, Hours, NoteText, _hRate, DateTime.UtcNow.AddHours(-(double)Hours), DateTime.UtcNow, _taskTypeId, 0, DateTime.UtcNow, User.UserId, HoursOffset, true);
}
InsertResponse(User.OrganizationId, User.DepartmentId, TktId, User.UserId, false, _tktOld.UserId == User.UserId, false, NoteText, sysGeneratedText, _timeLogId, string.Empty, false);
var _tktNew = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId, true);
foreach (TicketAssignee _ta in _tktNew.Users)
{
_ta.SendResponse = true;
}
foreach (TicketAssignee _ta in _tktNew.Technicians)
{
_ta.SendResponse = true;
}
NotificationRules.RaiseNotificationEvent(User.OrganizationId, User.DepartmentId, User.UserId, NotificationRules.TicketEvent.TicketResponse, _tktNew, _tktOld, 0, DateTime.MinValue, null);
}
public TicketAssignees(int departmentId, int ticketId, Ticket.TicketAssignmentType assignmentType)
: this(Guid.Empty, departmentId, ticketId, assignmentType)
{
}
public static void InputTime(ApiUser User, int TktId, int TaskTypeId, decimal Hours, int HoursOffset, string NoteText)
{
Config _cfg = new Config(User.OrganizationId, User.DepartmentId);
CustomNames _cNames = CustomNames.GetCustomNames(User.OrganizationId, User.DepartmentId);
if (!_cfg.TimeTracking) throw new HttpError("Time Tracking is not enabled for this instance.");
int _taskTypeId = 0;
string _taskTypeName = string.Empty;
if (TaskTypeId == 0)
{
DataTable _dtTaskTypes = bigWebApps.bigWebDesk.Data.TaskType.SelectTicketAssignedTaskTypes(User.OrganizationId, User.DepartmentId, User.UserId, TktId);
if (_dtTaskTypes.Rows.Count == 0)
throw new HttpError("No Assigned Task Types found for this " + _cNames.Ticket.fullSingular + ".");
_taskTypeId = (int) _dtTaskTypes.Rows[0]["ttID"];
_taskTypeName = _dtTaskTypes.Rows[0]["TaskTypeName"].ToString();
}
else
{
_taskTypeId = TaskTypeId;
DataRow _rowTaskType = bigWebApps.bigWebDesk.Data.TaskType.SelectTaskType(User.OrganizationId, User.DepartmentId, _taskTypeId);
if (_rowTaskType == null)
throw new HttpError("No Task Types found for TaskTypeId="+ _taskTypeId.ToString() + ".");
_taskTypeName = _rowTaskType["TaskTypeName"].ToString();
}
string _hoursFull = "";
if (Hours >= 1)
{
_hoursFull = ((int)Hours).ToString();
if ((int)Hours == 1) _hoursFull += " hour ";
else _hoursFull += " hours ";
}
string _minutes = string.Format("{0:00}", Hours * 60 % 60).TrimStart('0');
if (!string.IsNullOrEmpty(_minutes))
{
_hoursFull += _minutes;
if (_minutes == "1") _hoursFull += " minute";
else _hoursFull += " minutes";
}
if (!string.IsNullOrEmpty(_hoursFull)) _hoursFull = "(" + _hoursFull.Trim() + ")";
var _tktOld = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId);
string sysGeneratedText = User.FullName;
int _timeLogId = 0;
if (Hours > 0)
{
sysGeneratedText = " logged " + Hours.ToString("0.00") + " hours " + _hoursFull + " as " + _taskTypeName + " task type.";
decimal _hRate = Logins.SelectTechHourlyRate(User.OrganizationId, User.DepartmentId, User.UserId, _taskTypeId);
_timeLogId = bigWebApps.bigWebDesk.Data.Tickets.InsertTime(User.OrganizationId, User.DepartmentId, TktId, User.UserId, DateTime.UtcNow, Hours, NoteText, _hRate, DateTime.UtcNow.AddHours(-(double)Hours), DateTime.UtcNow, _taskTypeId, 0, DateTime.UtcNow, User.UserId, HoursOffset, true);
}
InsertResponse(User.OrganizationId, User.DepartmentId, TktId, User.UserId, false, _tktOld.UserId == User.UserId, false, NoteText, sysGeneratedText, _timeLogId, string.Empty, false);
var _tktNew = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId, true);
foreach (TicketAssignee _ta in _tktNew.Users) _ta.SendResponse = true;
foreach (TicketAssignee _ta in _tktNew.Technicians) _ta.SendResponse = true;
NotificationRules.RaiseNotificationEvent(User.OrganizationId, User.DepartmentId, User.UserId, NotificationRules.TicketEvent.TicketResponse, _tktNew, _tktOld, 0, DateTime.MinValue, null);
}
public static void OnHold(ApiUser User, int TktId, string NoteText)
{
Config _cfg = new Config(User.OrganizationId, User.DepartmentId);
CustomNames _cNames = CustomNames.GetCustomNames(User.OrganizationId, User.DepartmentId);
if (!_cfg.OnHoldStatus) throw new HttpError("On Hold " + _cNames.Ticket.fullSingular + " statuses are not enabled for this instance.");
var _tktOld = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId);
InsertResponse(User.OrganizationId, User.DepartmentId, TktId, User.UserId, false, false, true, NoteText, string.Empty, 0, string.Empty, false);
NotificationRules.RaiseNotificationEvent(User.OrganizationId, User.DepartmentId, User.UserId, NotificationRules.TicketEvent.PlaceOnHoldTicket, new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId, true), _tktOld, 0, DateTime.MinValue, null);
}
public static void AttachAlternateAssignee(int departmentId, int ticketId, int assigneeId, Ticket.TicketAssignmentType assignmentType)
{
AttachAlternateAssignee(departmentId, ticketId, assigneeId, assignmentType, true);
}
public static int RaiseNotificationEvent(int DeptID, int UserId, TicketEvent tktEvent, Ticket tkt, Ticket oldTkt, FileItem[] tktFiles)
{
return RaiseNotificationEvent(Guid.Empty, DeptID, UserId, tktEvent, tkt, oldTkt, tktFiles);
}
public static void Response(ApiUser User, int TktId, string NoteText)
{
var _tktOld = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId);
string _toReceipts = string.Empty;
List<Models.TicketAssignee> _tktUsers = Models.TicketAssignments.TicketUsers(User.OrganizationId, User.DepartmentId, TktId);
foreach (Models.TicketAssignee _ta in _tktUsers)
{
if (_ta.UserId == User.UserId) continue;
_toReceipts += _ta.UserFullName + ", ";
}
List<Models.TicketAssignee> _tktTechs = Models.TicketAssignments.TicketTechnicians(User.OrganizationId, User.DepartmentId, TktId);
foreach (Models.TicketAssignee _ta in _tktTechs)
{
if (_ta.UserId == User.UserId) continue;
_toReceipts += _ta.UserFullName + ", ";
}
InsertResponse(User.OrganizationId, User.DepartmentId, TktId, User.UserId, false, _tktOld.UserId == User.UserId, false, NoteText, string.Empty, 0, _toReceipts, false);
var _tktNew = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId, true);
foreach (TicketAssignee _usrTkt in _tktNew.Users) _usrTkt.SendResponse = true;
foreach (TicketAssignee _usrTkt in _tktNew.Technicians) _usrTkt.SendResponse = true;
NotificationRules.RaiseNotificationEvent(User.OrganizationId, User.DepartmentId, User.UserId, NotificationRules.TicketEvent.TicketResponse, _tktNew, null, 0, DateTime.MinValue, null);
}
public static void TransferToTech(ApiUser User, int TktId, int TechId, string NoteText, bool KeepTechAttached)
{
DataRow _row = Logins.SelectUserDetails(User.OrganizationId, User.DepartmentId, TechId);
if (_row == null) throw new HttpError("The user account Id=" + TechId.ToString() + " is not associated with this Department.");
string techFullName = _row["FirstName"].ToString() + " " + _row["LastName"].ToString();
CustomNames _cNames = CustomNames.GetCustomNames(User.OrganizationId, User.DepartmentId);
if ((int)_row["UserType_Id"] != 2 && (int)_row["UserType_Id"] != 3 && (int)_row["UserType_Id"] != 4) throw new HttpError("User " + techFullName + " is not " + _cNames.Technician.FullSingular + " or Administrator or Queue.");
var _tktOld = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId);
UpdateTechnician(User.OrganizationId, User.DepartmentId, TktId, TechId, KeepTechAttached);
if (_tktOld.TicketStatus == Status.OnHold) UpdateStatus(User.OrganizationId, User.DepartmentId, TktId, Status.Open);
string sysGeneratedText = User.FullName;
if (TechId == User.UserId)
sysGeneratedText += " picked up this " + _cNames.Ticket.FullSingular + " from " + _tktOld.TechnicianFirstName + " " + _tktOld.TechnicianLastName;
else
sysGeneratedText += " transfered this " + _cNames.Ticket.FullSingular + " to " + techFullName + ".";
sysGeneratedText += "<br>This " + _cNames.Ticket.FullSingular + " was transferred by choosing route by " + _cNames.Technician.FullSingular + ".";
if (_tktOld.TicketStatus == Status.OnHold) sysGeneratedText += "<br>This " + _cNames.Ticket.FullSingular + " was set back to \"Open\" staus from \"On Hold\" status.";
InsertLogMessage(User.OrganizationId, User.DepartmentId, TktId, User.UserId, "Transfer", NoteText, sysGeneratedText);
var _tktNew = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId, true);
NotificationRules.RaiseNotificationEvent(User.OrganizationId, User.DepartmentId, User.UserId, NotificationRules.TicketEvent.TransferTicket, _tktNew, _tktOld, 0, DateTime.MinValue, null);
}
public static void PickUp(ApiUser User, int TktId, string NoteText)
{
var _tktOld = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId);
if (_tktOld.TechnicianType == Logins.UserType.Queue) //Queue PickUp
{
UpdateTechnician(User.OrganizationId, User.DepartmentId, TktId, User.UserId, false);
InsertLogMessage(User.OrganizationId, User.DepartmentId, TktId, User.UserId, "Queue Pickup", NoteText, "Picked Up from " + _tktOld.TechnicianFirstName + " " + _tktOld.TechnicianLastName + " by " + User.FullName);
var _tktNew = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId, true);
NotificationRules.RaiseNotificationEvent(User.OrganizationId, User.DepartmentId, User.UserId, NotificationRules.TicketEvent.PickUpTicket, _tktNew, _tktOld, 0, DateTime.MinValue, null);
}
else
{
Ticket.UpdateTechnician(User.OrganizationId, User.DepartmentId, TktId, User.UserId, true);
if (_tktOld.TicketStatus == Status.OnHold) Ticket.UpdateStatus(User.OrganizationId, User.DepartmentId, TktId, Ticket.Status.Open);
CustomNames _cNames = CustomNames.GetCustomNames(User.OrganizationId, User.DepartmentId);
string sysGeneratedText = User.FullName + " picked up this " + _cNames.Ticket.FullSingular + " from " + _tktOld.TechnicianFirstName + " " + _tktOld.TechnicianLastName;
sysGeneratedText += "<br>This " + _cNames.Ticket.FullSingular + " was transferred by choosing route by " + _cNames.Technician.FullSingular + ".";
if (_tktOld.TicketStatus == Status.OnHold) sysGeneratedText += "<br>This " + _cNames.Ticket.FullSingular + " was set back to \"Open\" staus from \"On Hold\" status.";
InsertLogMessage(User.OrganizationId, User.DepartmentId, TktId, User.UserId, "Transfer", NoteText, sysGeneratedText);
var _tktNew = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId, true);
NotificationRules.RaiseNotificationEvent(User.OrganizationId, User.DepartmentId, User.UserId, NotificationRules.TicketEvent.TransferTicket, _tktNew, _tktOld, 0, DateTime.MinValue, null);
}
}
public static void ReOpen(ApiUser User, int TktId, string NoteText)
{
CustomNames _cNames = CustomNames.GetCustomNames(User.OrganizationId, User.DepartmentId);
Ticket _tktOld = new Ticket(User.OrganizationId, User.DepartmentId, TktId, User.InstanceId);
if (_tktOld.TicketStatus != Ticket.Status.Closed) throw new HttpError(_cNames.Ticket.FullSingular + " is not Closed now to ReOpen it.");
InsertResponse(User.OrganizationId, User.DepartmentId, TktId, User.UserId, false, _tktOld.UserId == User.UserId, false, NoteText, string.Empty, 0, string.Empty, true);
var _tktNew = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId, true);
foreach (TicketAssignee _ta in _tktNew.Users) _ta.SendResponse = true;
foreach (TicketAssignee _ta in _tktNew.Technicians) _ta.SendResponse = true;
NotificationRules.RaiseNotificationEvent(User.OrganizationId, User.DepartmentId, User.UserId, NotificationRules.TicketEvent.ReOpenTicket, _tktNew, null, 0, DateTime.MinValue, null);
}
public static int RaiseNotificationEvent(Guid OrgId, int DeptID, int UserId, TicketEvent tktEvent, Ticket tkt)
{
return RaiseNotificationEvent(OrgId, DeptID, UserId, tktEvent, tkt, null, 0, DateTime.MinValue, null);
}
public static int RaiseNotificationEvent(Guid OrgID, int DeptID, int UserId, TicketEvent tktEvent, Ticket tkt, Ticket oldTkt, int ScheduledTicketId, DateTime RunTime, FileItem[] tktFiles)
{
XmlSerializer _serializer = new XmlSerializer(typeof(Ticket));
string _objStateNew = string.Empty;
if (tkt != null)
{
TextWriter _stream = new StringWriter();
_serializer.Serialize(_stream, tkt);
_objStateNew = _stream.ToString();
_stream.Close();
}
string _objStateOld = string.Empty;
if (oldTkt != null)
{
TextWriter _stream = new StringWriter();
_serializer.Serialize(_stream, oldTkt);
_objStateOld = _stream.ToString();
_stream.Close();
}
return NotificationEventsQueue.InsertEvent(OrgID, DeptID, UserId, tktEvent, _objStateNew, _objStateOld, tktFiles, ScheduledTicketId, RunTime);
}
public static int RaiseNotificationEvent(Guid OrgId, int DeptID, int UserId, TicketEvent tktEvent, Ticket tkt, Ticket oldTkt, FileItem[] tktFiles)
{
return RaiseNotificationEvent(OrgId, DeptID, UserId, tktEvent, tkt, oldTkt, 0, DateTime.MinValue, tktFiles);
}
public TicketAssignees(Guid OrgID, int departmentId, int ticketId, Ticket.TicketAssignmentType assignmentType, int primaryUserId)
: this(OrgID, departmentId, ticketId, assignmentType)
{
if (primaryUserId > 0)
this.SetPrimary(primaryUserId);
}
public static void Close(ApiUser User, int TktId, string NoteText, bool SendNotifications, bool resolved, bool confirmed, string confirm_note)
{
Config _cfg = new Config(User.OrganizationId, User.DepartmentId);
CustomNames _cNames = CustomNames.GetCustomNames(User.OrganizationId, User.DepartmentId);
var _tktOld = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId);
if (_cfg.ResolutionTracking)
{
UpdateResolution(User.OrganizationId, User.DepartmentId, TktId, 0, resolved);
if (_cfg.ConfirmationTracking && confirmed)
UpdateConfirmation(User.OrganizationId, User.DepartmentId, TktId, User.UserId, true, confirm_note);
}
string sysGeneratedText = _cNames.Ticket.FullSingular + " was CLOSED by " + User.FullName + ".";
CloseTicket(User.OrganizationId, User.DepartmentId, TktId, User.UserId, NoteText, sysGeneratedText, DateTime.UtcNow, string.Empty);
if (SendNotifications)
{
var _tktNew = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId, true)
{IsSendNotificationEmail = true};
foreach (TicketAssignee _ta in _tktNew.Users) _ta.SendResponse = true;
foreach (TicketAssignee _ta in _tktNew.Technicians) _ta.SendResponse = true;
NotificationRules.RaiseNotificationEvent(User.OrganizationId, User.DepartmentId, User.UserId,
NotificationRules.TicketEvent.CloseTicket, _tktNew, _tktOld, 0,
DateTime.MinValue, null);
}
}
public TicketAssignees(int departmentId, int ticketId, Ticket.TicketAssignmentType assignmentType, int primaryUserId)
: this(Guid.Empty, departmentId, ticketId, assignmentType, primaryUserId)
{
}
public static void Confirm(ApiUser User, int TktId, string NoteText)
{
Config _cfg = new Config(User.OrganizationId, User.DepartmentId);
if (!_cfg.ConfirmationTracking) throw new HttpError("Confirmation Tracking is not enabled for this instance.");
UpdateConfirmation(User.OrganizationId, User.DepartmentId, TktId, User.UserId, true, NoteText);
var _tktNew = new bigWebApps.bigWebDesk.Data.Ticket(User.OrganizationId, User.DepartmentId, TktId, true);
foreach (TicketAssignee _ta in _tktNew.Users) _ta.SendResponse = true;
foreach (TicketAssignee _ta in _tktNew.Technicians) _ta.SendResponse = true;
NotificationRules.RaiseNotificationEvent(User.OrganizationId, User.DepartmentId, User.UserId, NotificationRules.TicketEvent.TicketConfirmation, _tktNew, null, 0, DateTime.MinValue, null);
}
public static void AttachAlternateAssignee(int departmentId, int ticketId, int assigneeId, Ticket.TicketAssignmentType assignmentType, bool reassignIfAssigned)
{
UpdateData("sp_InsertTicketAssignment", new SqlParameter[] { new SqlParameter("@DepartmentId", departmentId), new SqlParameter("@TicketId", ticketId), new SqlParameter("@UserId", assigneeId), new SqlParameter("@AssignmentType", (int)assignmentType), new SqlParameter("@ReassignIfAssigned", reassignIfAssigned) });
}
public static int RaiseNotificationEvent(int DeptID, int UserId, TicketEvent tktEvent, Ticket tkt, Ticket oldTkt)
{
return RaiseNotificationEvent(Guid.Empty, DeptID, UserId, tktEvent, tkt, oldTkt, 0, DateTime.MinValue, null);
}
