public object Post(Ticket_Actions request)
{
ApiUser hdUser = request.ApiUser;
bigWebApps.bigWebDesk.Data.Ticket _tktNew = null;
if (request.action == "response" || !string.IsNullOrEmpty(request.note_text))
{
Ticket.Response(hdUser, Ticket.GetId(hdUser.OrganizationId, hdUser.DepartmentId, request.key), request.note_text, request.is_waiting_on_response, ref _tktNew, request.files, request.user_id);
//return new HttpResult("", HttpStatusCode.OK);
}
else if (request.action == "workpad")
{
string workpad = HttpUtility.HtmlDecode(request.workpad + "");
Ticket.UpdateTicketWorkpad(hdUser.OrganizationId, Ticket.GetId(hdUser.OrganizationId, hdUser.DepartmentId, request.key), workpad);
//return new HttpResult("", HttpStatusCode.OK);
}
else if (request.action == "note" && hdUser.IsTechAdmin)
{
string note = request.note + "";
Ticket.UpdateTechNote(hdUser.OrganizationId, Ticket.GetId(hdUser.OrganizationId, hdUser.DepartmentId, request.key), note);
//return new HttpResult("", HttpStatusCode.OK);
}
else if (request.action == "add_tech" || request.tech_id > 0)
{
Ticket.AttachAlternateTechnician(hdUser, Ticket.GetId(hdUser.OrganizationId, hdUser.DepartmentId, request.key), request.tech_id);
}
else if (request.action == "add_user" || request.user_id > 0)
{
Ticket.AttachAlternateUser(hdUser, Ticket.GetId(hdUser.OrganizationId, hdUser.DepartmentId, request.key), request.user_id);
}
if (_tktNew != null)
{
return(TicketLogRecords.TicketLog(hdUser.OrganizationId, hdUser.DepartmentId, _tktNew.ID, _tktNew.PseudoID));
}
return(new HttpResult("", HttpStatusCode.OK));
}
public object Put(Ticket_Actions request)
{
ApiUser hdUser = request.ApiUser;
request.note_text = request.note_text ?? "";
request.status = request.status ?? "";
request.status = request.status.Replace("_", "");
int ticket_id = Ticket.GetId(hdUser.OrganizationId, hdUser.DepartmentId, request.key);
var _tktOld = new bigWebApps.bigWebDesk.Data.Ticket(hdUser.OrganizationId, hdUser.DepartmentId, ticket_id, true);
bigWebApps.bigWebDesk.Data.Ticket _tktNew = null;
Ticket.Status status;
if (Enum.TryParse <Ticket.Status>(request.status, true, out status))
{
if (_tktOld.TicketStatus != status)
{
switch (status)
{
case Ticket.Status.OnHold:
Ticket.OnHold(hdUser, ticket_id, request.note_text, ref _tktNew);
break;
case Ticket.Status.PartsOnOrder:
throw new HttpError(HttpStatusCode.NotFound, "Incorrect status");
case Ticket.Status.Closed:
Ticket.Close(hdUser, ticket_id, request.note_text, request.is_send_notifications, request.resolved, request.resolution_id, request.confirmed, request.confirm_note, ref _tktNew);
break;
case Ticket.Status.Open:
Ticket.ReOpen(hdUser, ticket_id, request.note_text, ref _tktNew);
break;
}
}
}
bigWebApps.bigWebDesk.Data.NotificationRules.TicketEvent tktEvent = bigWebApps.bigWebDesk.Data.NotificationRules.TicketEvent.TicketResponse;
if (request.action == "transfer" || (request.user_id > 0 && _tktOld.UserId != request.user_id))
{
Ticket.TransferToUser(hdUser, ticket_id, request.user_id, request.note_text, ref _tktNew);
tktEvent = bigWebApps.bigWebDesk.Data.NotificationRules.TicketEvent.ChangeEndUser;
}
if (request.action == "transfer" || (request.tech_id > 0 && _tktOld.TechnicianId != request.tech_id))
{
Ticket.TransferToTech(hdUser, ticket_id, request.tech_id, request.note_text, request.keep_attached, ref _tktNew);
if (_tktNew.TechnicianId == hdUser.UserId)
{
bigWebApps.bigWebDesk.Data.Ticket.UpdateNewPostIcon(hdUser.OrganizationId, hdUser.DepartmentId, ticket_id, hdUser.UserId, false);
}
else if (_tktNew.TechnicianId != hdUser.UserId)
{
bigWebApps.bigWebDesk.Data.Ticket.UpdateNewPostIcon(hdUser.OrganizationId, hdUser.DepartmentId, ticket_id, hdUser.UserId, true);
}
tktEvent = bigWebApps.bigWebDesk.Data.NotificationRules.TicketEvent.TransferTicket;
}
if (request.priority_id > 0 && _tktOld.PriorityId != request.priority_id)
{
Ticket.UpdatePriority(hdUser.OrganizationId, hdUser.DepartmentId, ticket_id, request.priority_id);
tktEvent = bigWebApps.bigWebDesk.Data.NotificationRules.TicketEvent.ChangePriority;
}
/** not implemented
* need to add parameters LocationId, Transfermode, is_transfer_user_to_account
* look page https://support.sherpadesk.com/home/accts/assignticket.aspx
* Transfermode:
* 0 - This ticket only (default)
* 1 - Only unassigned tickets for this user
* 2 - All tickets for this user
*/
if (request.account_id != 0 && _tktOld.AccountId != request.account_id)
{
Ticket.UpdateAccount(hdUser.OrganizationId, hdUser.DepartmentId, ticket_id, request.account_id, request.account_location_id, 0, request.is_transfer_user_to_account);
tktEvent = bigWebApps.bigWebDesk.Data.NotificationRules.TicketEvent.ChangeAccount;
}
if (request.location_id != 0 && _tktOld.LocationId != request.location_id)
{
Ticket.UpdateLocation(hdUser.OrganizationId, hdUser.DepartmentId, ticket_id, request.location_id);
tktEvent = bigWebApps.bigWebDesk.Data.NotificationRules.TicketEvent.ChangeLocation;
}
if (request.project_id != 0 && _tktOld.ProjectId != request.project_id)
{
Ticket.UpdateProject(hdUser.OrganizationId, hdUser.DepartmentId, ticket_id, request.project_id);
tktEvent = bigWebApps.bigWebDesk.Data.NotificationRules.TicketEvent.ChangeProject;
}
if (request.level_id > 0 && _tktOld.Level != request.level_id)
{
Ticket.UpdateLevel(hdUser.OrganizationId, hdUser.DepartmentId, ticket_id, request.level_id, hdUser.UserId, request.note_text);
tktEvent = bigWebApps.bigWebDesk.Data.NotificationRules.TicketEvent.ChangeLevel;
}
if (request.class_id > 0 && _tktOld.ClassId != request.class_id)
{
Ticket.UpdateClass(hdUser.OrganizationId, hdUser.DepartmentId, ticket_id, request.class_id);
tktEvent = bigWebApps.bigWebDesk.Data.NotificationRules.TicketEvent.ChangeClass;
}
if (tktEvent != bigWebApps.bigWebDesk.Data.NotificationRules.TicketEvent.TicketResponse)
{
_tktNew = _tktNew ?? new bigWebApps.bigWebDesk.Data.Ticket(hdUser.OrganizationId, hdUser.DepartmentId, ticket_id, true);
bigWebApps.bigWebDesk.Data.NotificationRules.RaiseNotificationEvent(hdUser.OrganizationId, hdUser.DepartmentId, hdUser.UserId, tktEvent, _tktNew);
}
if (!string.IsNullOrEmpty(request.action))
{
switch (request.action.ToLower())
{
case "pickup": Ticket.PickUp(hdUser, ticket_id, request.note_text, ref _tktNew);
break;
case "confirm": Ticket.Confirm(hdUser, ticket_id, request.note_text, ref _tktNew);
break;
case "escalate":
Ticket.EscalateTicketByLevel(hdUser, ticket_id, true);
return(getTicket(hdUser, request.key, false));
break;
case "deescalate":
Ticket.EscalateTicketByLevel(hdUser, ticket_id, false);
return(getTicket(hdUser, request.key, false));
break;
}
}
if (_tktNew != null)
{
return(TicketLogRecords.TicketLog(hdUser.OrganizationId, hdUser.DepartmentId, _tktNew.ID, _tktNew.PseudoID));
}
return(new HttpResult("", HttpStatusCode.OK));
}
