private void AddMessage(int organizationID, string description, MailMessage message, string replyToAddress = null, string[] attachments = null, DateTime?timeToSend = null, Ticket ticket = null)
{
Organization organization = Organizations.GetOrganization(LoginUser, organizationID);
string replyAddress = organization.GetReplyToAddress(replyToAddress).Trim();
int i = 0;
while (i < message.To.Count)
{
MailAddress address = message.To[i];
if (address.Address.ToLower().Trim() == message.From.Address.ToLower().Trim() || address.Address.ToLower().Trim() == replyAddress || address.Address.ToLower().Trim() == organization.SystemEmailID.ToString().Trim().ToLower() + "@teamsupport.com")
{
message.To.RemoveAt(i);
}
else
{
i++;
}
}
if (message.To.Count < 1)
{
return;
}
StringBuilder builder = new StringBuilder();
builder.AppendLine(message.Body);
message.HeadersEncoding = Encoding.UTF8;
message.Body = builder.ToString();
List <MailAddress> addresses = message.To.ToList();
string body = message.Body;
string subject = message.Subject;
MailAddress replyMailAddress = null;
try
{
replyMailAddress = GetMailAddress(replyAddress);
}
catch (Exception)
{
replyMailAddress = GetMailAddress(organization.GetReplyToAddress());
}
Logs.WriteEvent(string.Format("ReplyTo Address[{0}]", replyAddress.Replace("<", "").Replace(">", "")));
foreach (MailAddress address in addresses)
{
try
{
message.To.Clear();
message.To.Add(GetMailAddress(address.Address, address.DisplayName));
Logs.WriteEvent(string.Format("Successfuly added email address [{0}]", address.ToString()));
message.HeadersEncoding = Encoding.UTF8;
message.Body = body;
message.Subject = subject;
message.From = replyMailAddress;
EmailTemplates.ReplaceMailAddressParameters(message);
Emails.AddEmail(LoginUser, organizationID, null, description, message, attachments, timeToSend);
if (message.Subject == null)
{
message.Subject = "";
}
}
catch (Exception ex)
{
Log("Error when creating and adding email message.");
Log(ex.Message + Environment.NewLine + ex.StackTrace);
}
}
}
private void ProcessReminder(Reminder reminder)
{
Logs.WriteLine();
Logs.WriteEvent("***********************************************************************************");
Logs.WriteEvent("Processing Reminder ReminderID: " + reminder.ReminderID.ToString());
Logs.WriteData(reminder.Row);
Logs.WriteLine();
Logs.WriteEvent("***********************************************************************************");
MailMessage message;
UsersViewItem user = UsersView.GetUsersViewItem(LoginUser, (int)reminder.UserID);
if (user == null)
{
return;
}
string description = "";
switch (reminder.RefType)
{
case ReferenceType.Organizations:
OrganizationsViewItem org = OrganizationsView.GetOrganizationsViewItem(LoginUser, reminder.RefID);
if (org == null)
{
return;
}
message = EmailTemplates.GetReminderCustomerEmail(LoginUser, reminder, user, org);
description = String.Format("Reminder sent to {0} for Organization {1}", message.To.ToString(), org.Name);
Logs.WriteEvent(description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, reminder.RefType, reminder.RefID, description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Organizations, org.OrganizationID, description);
break;
case ReferenceType.Tickets:
TicketsViewItem ticket = TicketsView.GetTicketsViewItem(LoginUser, reminder.RefID);
if (ticket == null)
{
return;
}
message = EmailTemplates.GetReminderTicketEmail(LoginUser, reminder, user, ticket);
EmailTemplates.ReplaceEmailRecipientParameters(LoginUser, message, Tickets.GetTicket(LoginUser, ticket.TicketID), reminder.UserID); //vv
TeamSupport.Data.Action action = (new Actions(LoginUser)).AddNewAction();
action.ActionTypeID = null;
action.Name = "Reminder";
action.ActionSource = "Reminder";
action.SystemActionTypeID = SystemActionType.Reminder;
action.Description = String.Format("<p>The following is a reminder for {0} {1}:</p><p> </p><p>{2}</p>", user.FirstName, user.LastName, reminder.Description);
action.IsVisibleOnPortal = false;
action.IsKnowledgeBase = false;
action.TicketID = ticket.TicketID;
action.Collection.Save();
description = String.Format("Reminder sent to {0} for Ticket {1}", message.To.ToString(), ticket.TicketNumber.ToString());
Logs.WriteEvent(description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, reminder.RefType, reminder.RefID, description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Tickets, ticket.TicketID, description);
break;
case ReferenceType.Contacts:
ContactsViewItem contact = ContactsView.GetContactsViewItem(LoginUser, reminder.RefID);
if (contact == null)
{
return;
}
message = EmailTemplates.GetReminderContactEmail(LoginUser, reminder, user, contact);
description = String.Format("Reminder sent to {0} for Contact {1}", message.To.ToString(), contact.FirstName + " " + contact.LastName);
Logs.WriteEvent(description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, reminder.RefType, reminder.RefID, description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Users, contact.UserID, description);
break;
case ReferenceType.Tasks:
TasksViewItem task = TasksView.GetTasksViewItem(LoginUser, reminder.RefID);
if (task == null || task.IsComplete)
{
reminder.IsDismissed = true;
reminder.Collection.Save();
return;
}
message = EmailTemplates.GetReminderTaskEmail(LoginUser, reminder, user, task);
description = String.Format("Reminder sent to {0} for Task {1}", message.To.ToString(), task.Name);
Logs.WriteEvent("ver. 05162017: " + description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Tasks, task.TaskID, description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Users, (int)reminder.UserID, description);
TaskAssociations taskAssociations = new TaskAssociations(LoginUser);
taskAssociations.LoadByTaskIDOnly(task.TaskID);
foreach (TaskAssociation taskAssociation in taskAssociations)
{
if (taskAssociation.RefType == (int)ReferenceType.Tickets)
{
TeamSupport.Data.Action taskAction = (new Actions(LoginUser)).AddNewAction();
taskAction.ActionTypeID = null;
taskAction.Name = "Reminder";
taskAction.ActionSource = "Reminder";
taskAction.SystemActionTypeID = SystemActionType.Reminder;
taskAction.Description = String.Format("<p>The following is a reminder for {0} {1}:</p><p> </p><p>{2}</p>", user.FirstName, user.LastName, reminder.Description);
taskAction.IsVisibleOnPortal = false;
taskAction.IsKnowledgeBase = false;
taskAction.TicketID = taskAssociation.RefID;
try
{
taskAction.Collection.Save();
}
catch (Exception ex)
{
Logs.WriteEvent("Ex Reminder Action.Save: " + ex.StackTrace);
}
}
}
break;
default:
message = null;
break;
}
if (message == null)
{
return;
}
reminder.HasEmailSent = true;
reminder.Collection.Save();
if (Emails.IsEmailDisabled(LoginUser, user.UserID, "Reminders"))
{
Logs.WriteEvent("Message skipped due to disabled user setting.");
}
else
{
MailAddress address = new MailAddress(user.Email, user.FirstName + " " + user.LastName);
Logs.WriteEvent("Mail Address: " + address.ToString());
message.To.Add(address);
EmailTemplates.ReplaceMailAddressParameters(message);
Emails.AddEmail(LoginUser, reminder.OrganizationID, null, message.Subject, message);
Logs.WriteEvent("Message queued");
}
}
private void ProcessOldUser(int taskID, int modifierID, int oldUserID)
{
TasksViewItem task = TasksView.GetTasksViewItem(LoginUser, taskID);
try
{
User modifier = Users.GetUser(LoginUser, modifierID);
if (task == null)
{
Logs.WriteEvent("Unable to find Task, TaskID: " + taskID.ToString());
return;
}
if (modifier == null)
{
Logs.WriteEvent("Unable to find Modifying User, UserID: " + modifierID.ToString());
return;
}
Organization taskOrganization = Organizations.GetOrganization(LoginUser, task.OrganizationID);
if (taskOrganization == null)
{
Logs.WriteEvent("Task's Organization IS NULL!!!!");
return;
}
User oldUser = Users.GetUser(LoginUser, oldUserID);
UsersViewItem owner = null;
if (task.UserID != null)
{
owner = UsersView.GetUsersViewItem(LoginUser, (int)task.UserID);
}
if (Emails.IsEmailDisabled(LoginUser, oldUser.UserID, "Tasks"))
{
return;
}
MailMessage message = EmailTemplates.GetTaskOldUser(LoginUser, UsersView.GetUsersViewItem(LoginUser, modifierID), UsersView.GetUsersViewItem(LoginUser, (int)oldUserID), owner, task);
//if (oldUser.UserID == modifier.UserID)
//{
// User creator = Users.GetUser(LoginUser, (int)task.CreatorID);
// message.To.Add(GetMailAddress(creator.Email, creator.FirstLastName));
//}
//else
//{
message.To.Add(GetMailAddress(oldUser.Email, oldUser.FirstLastName));
//}
//message.Subject = message.Subject + " [pvt]";
//EmailTemplates.ReplaceEmailRecipientParameters(LoginUser, message, ticket, owner.UserID, owner.OnlyEmailAfterHours);
EmailTemplates.ReplaceMailAddressParameters(message);
String description = String.Format("Task old user notification sent to {0} for Task {1}", message.To.ToString(), task.Name);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Tasks, task.TaskID, description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Users, (int)task.UserID, description);
//string emailReplyToAddress = GetEmailReplyToAddress(LoginUser, ticket);
//AddMessage(taskOrganization, "Ticket Update Request [" + ticket.TicketNumber.ToString() + "]", message, emailReplyToAddress);
Emails.AddEmail(LoginUser, task.OrganizationID, null, message.Subject, message);
Logs.WriteEvent("Message queued");
}
catch (Exception ex)
{
Logs.WriteEvent("Error with ProcessTaskComplete");
Logs.WriteException(ex);
ExceptionLogs.LogException(LoginUser, ex, "ProcessTaskComplete", task.Row);
}
}
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 ProcessTaskAssigned(int taskID, int modifierID)
{
TasksViewItem task = TasksView.GetTasksViewItem(LoginUser, taskID);
try
{
User modifier = Users.GetUser(LoginUser, modifierID);
if (task == null)
{
Logs.WriteEvent("Unable to find Task, TaskID: " + taskID.ToString());
return;
}
if (modifier == null)
{
Logs.WriteEvent("Unable to find Modifying User, UserID: " + modifierID.ToString());
return;
}
if (task.UserID == null)
{
Logs.WriteEvent("Assigned Task User is null");
return;
}
Organization taskOrganization = Organizations.GetOrganization(LoginUser, task.OrganizationID);
if (taskOrganization == null)
{
Logs.WriteEvent("Task's Organization IS NULL!!!!");
return;
}
User owner = Users.GetUser(LoginUser, (int)task.UserID);
if (owner.UserID == modifier.UserID)
{
Logs.WriteEvent("Modifier and Owner are the same person.");
return;
}
if (Emails.IsEmailDisabled(LoginUser, owner.UserID, "Tasks"))
{
return;
}
MailMessage message = EmailTemplates.GetTaskAssigned(LoginUser, UsersView.GetUsersViewItem(LoginUser, modifierID), UsersView.GetUsersViewItem(LoginUser, (int)task.UserID), task);
message.To.Add(GetMailAddress(owner.Email, owner.FirstLastName));
//message.Subject = message.Subject + " [pvt]";
EmailTemplates.ReplaceMailAddressParameters(message);
String description = String.Format("Task assigned notification sent to {0} for Task {1}", message.To.ToString(), task.Name);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Tasks, task.TaskID, description);
ActionLogs.AddActionLog(LoginUser, ActionLogType.Insert, ReferenceType.Users, (int)task.UserID, description);
//string emailReplyToAddress = GetEmailReplyToAddress(LoginUser, ticket);
//AddMessage(taskOrganization, "Ticket Update Request [" + ticket.TicketNumber.ToString() + "]", message, emailReplyToAddress);
Emails.AddEmail(LoginUser, task.OrganizationID, null, message.Subject, message);
Logs.WriteEvent("Message queued");
}
catch (Exception ex)
{
Logs.WriteEvent("Error with ProcessTaskAssigned");
Logs.WriteException(ex);
ExceptionLogs.LogException(LoginUser, ex, "ProcessTaskModified", task.Row);
}
}