private void update(Ticket ticketToUpdate) throws PluginException {
Ticket currentTicket = get(ticketToUpdate.getId());
LOG.debug("updating existing ticket : {}", currentTicket.getId());
if (currentTicket.getState() != ticketToUpdate.getState()) {
OTRSTicketUpdateTicket ticketUpdate = new OTRSTicketUpdateTicket();
ticketUpdate.setStateID(openNMSToOTRSState(ticketToUpdate.getState()));
OTRSArticle articleUpdate = new OTRSArticle();
// TODO Figure out why we can't set ArticleFrom without an error from OTRS
// otrsArticle.setFrom(m_configDao.getArticleFrom());
articleUpdate.setSubject(m_configDao.getArticleUpdateSubject());
// All OTRS article fields from defaults
articleUpdate.setArticleType(m_configDao.getArticleType());
articleUpdate.setSenderType(m_configDao.getArticleSenderType());
articleUpdate.setContentType(m_configDao.getArticleContentType());
articleUpdate.setHistoryType(m_configDao.getArticleHistoryType());
articleUpdate.setHistoryComment(m_configDao.getArticleHistoryComment());
switch (ticketToUpdate.getState()) {
case OPEN:
// ticket is new
articleUpdate.setBody(m_configDao.getTicketOpenedMessage());
break;
case CANCELLED:
// not sure how often we see this
articleUpdate.setBody(m_configDao.getTicketCancelledMessage());
break;
case CLOSED:
// closed successful
articleUpdate.setBody(m_configDao.getTicketClosedMessage());
break;
default:
LOG.debug("No valid OpenNMS state on ticket");
articleUpdate.setBody(m_configDao.getTicketUpdatedMessage());
}
TicketUpdate update = new TicketUpdate();
update.setUserLogin(m_configDao.getUserName());
update.setPassword(m_configDao.getPassword());
update.setTicketID(new BigInteger(currentTicket.getId()));
update.setTicket(ticketUpdate);
update.setArticle(articleUpdate);
m_ticketConnector.ticketUpdate(update);
} else {
// There is no else at the moment
// Tickets are _only_ updated with new state
}
}
private void create(Ticket newTicket) throws Otrs31PluginException {
final String summary = newTicket.getSummary().replaceAll("\\<.*?\\>", "");
// TODO Check whether we should use the OpenNMS ticket for this
// The original OTRS plugin checks this and sets if there is a user
// in the OpenNMS ticket. Suspect this may just cause pain as the
// OpenNMS user is unlikely to be a valid OTRS customer user.
final OTRSTicketCreateTicket otrsTicket = new OTRSTicketCreateTicket();
otrsTicket.setCustomerUser(m_configDao.getDefaultUser());
otrsTicket.setTitle(summary);
otrsTicket.setQueue(m_configDao.getQueue());
otrsTicket.setStateID(openNMSToOTRSState(newTicket.getState()));
otrsTicket.setPriority(m_configDao.getPriority());
otrsTicket.setType(m_configDao.getType());
OTRSArticle otrsArticle = new OTRSArticle();
// TODO Figure out why we can't set ArticleFrom without an error from OTRS
// otrsArticle.setFrom(m_configDao.getArticleFrom());
otrsArticle.setSubject(summary);
otrsArticle.setBody(newTicket.getDetails());
otrsArticle.setArticleType(m_configDao.getArticleType());
otrsArticle.setSenderType(m_configDao.getArticleSenderType());
otrsArticle.setContentType(m_configDao.getArticleContentType());
otrsArticle.setHistoryType(m_configDao.getArticleHistoryType());
otrsArticle.setHistoryComment(m_configDao.getArticleHistoryComment());
TicketCreate createRequest = new TicketCreate();
createRequest.setUserLogin(m_configDao.getUserName());
createRequest.setPassword(m_configDao.getPassword());
createRequest.setTicket(otrsTicket);
createRequest.setArticle(otrsArticle);
TicketCreateResponse response = m_ticketConnector.ticketCreate(createRequest);
if (response.getError() != null) {
throw new Otrs31PluginException(response.getError());
}
LOG.debug("Created new ticket with ID {}", response.getTicketID().toString());
newTicket.setId(response.getTicketID().toString());
}
/*
* (non-Javadoc)
* @see org.opennms.api.integration.ticketing.Plugin#get(java.lang.String)
*/
@Override
public Ticket get(String ticketId) throws PluginException {
Objects.requireNonNull(ticketId, "Please provide a ticketId");
Objects.requireNonNull(
m_ticketConnector, "The GenericTicketConnector was not initialized properly");
TicketGet ticketGet = new TicketGet();
ticketGet.setUserLogin(m_configDao.getUserName());
ticketGet.setPassword(m_configDao.getPassword());
ticketGet.setTicketID(new BigInteger[] {new BigInteger(ticketId)});
TicketGetResponse response = m_ticketConnector.ticketGet(ticketGet);
LOG.debug("TicketGet responded with {} tickets" + response.getTicketLength());
if (response.getTicketLength() == 0) {
// TODO error handling in this case
}
if (response.getTicketLength() > 1) {
LOG.warn("Received more than 1 tickets, ignore all except the first one.");
}
final OTRSTicketGetResponseTicket otrsTicket = response.getTicket(0);
Ticket opennmsTicket = new Ticket();
// add ticket basics from the OTRS ticket
opennmsTicket.setId(otrsTicket.getTicketID().toString());
opennmsTicket.setSummary(otrsTicket.getTitle());
// Note that we user "Owner" from the OTRS ticket here. There
// is nothing to ensure
// That this is a valid OpenNMS user
opennmsTicket.setUser(otrsTicket.getCustomerUserID());
opennmsTicket.setState(otrsToOpenNMSState(otrsTicket.getStateID()));
// add all the article details from the OTRS ticket
// this is not strictly essential as we have no way of viewing
// this atm.
String opennmsTicketDetails = "";
for (OTRSTicketGetResponseArticle article : otrsTicket.getArticle()) {
LOG.debug("Adding Article details from OTRS article ID {}", article.getArticleID());
opennmsTicketDetails =
new StringBuilder()
.append(opennmsTicketDetails)
.append("\n")
.append("From: ")
.append(article.getFrom())
.append("\n")
.append("Subject: ")
.append(article.getSubject())
.append("\n")
.append("Body: ")
.append(article.getBody())
.append("\n")
.toString();
}
opennmsTicket.setDetails(opennmsTicketDetails);
return opennmsTicket;
}
