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Java client for the AOServ Platform.
/*
* aoserv-client - Java client for the AOServ platform.
* Copyright (C) 2000-2013, 2016 AO Industries, Inc.
* [email protected]
* 7262 Bull Pen Cir
* Mobile, AL 36695
*
* This file is part of aoserv-client.
*
* aoserv-client is free software: you can redistribute it and/or modify
* it under the terms of the GNU Lesser General Public License as published by
* the Free Software Foundation, either version 3 of the License, or
* (at your option) any later version.
*
* aoserv-client is distributed in the hope that it will be useful,
* but WITHOUT ANY WARRANTY; without even the implied warranty of
* MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
* GNU Lesser General Public License for more details.
*
* You should have received a copy of the GNU Lesser General Public License
* along with aoserv-client. If not, see Ticket system allows clients to submit support
* requests and monitor the progress of the work.
*
* @see TicketAction
* @see TicketPriority
* @see TicketType
*
* @author AO Industries, Inc.
*/
final public class Ticket extends CachedObjectIntegerKey {
//
private AccountingCode brand;
private AccountingCode reseller;
private AccountingCode accounting;
private String language;
private String created_by;
private int category;
private String ticket_type;
private String from_address;
private String summary;
private boolean detailsLoaded;
private String details;
private boolean rawEmailLoaded;
private String raw_email;
private long open_date;
private String client_priority;
private String admin_priority;
private String status;
private long status_timeout;
private String contact_emails;
private String contact_phone_numbers;
private boolean internalNotesLoaded;
private String internal_notes;
//
//
@Override
String toStringImpl() {
return pkey+"|"+brand+'/'+accounting+'|'+status+"->"+reseller;
}
//
//
static final int COLUMN_PKEY = 0;
static final int COLUMN_ACCOUNTING = 3;
static final int COLUMN_CREATED_BY = 5;
static final int COLUMN_OPEN_DATE = 12;
static final String COLUMN_PKEY_name = "pkey";
static final String COLUMN_OPEN_DATE_name = "open_date";
@Override
Object getColumnImpl(int i) throws IOException, SQLException {
switch(i) {
case COLUMN_PKEY: return pkey;
case 1: return brand;
case 2: return reseller;
case COLUMN_ACCOUNTING: return accounting;
case 4: return language;
case COLUMN_CREATED_BY: return created_by;
case 6: return category==-1 ? null : category;
case 7: return ticket_type;
case 8: return from_address;
case 9: return summary;
case 10: return getDetails();
case 11: return getRawEmail();
case COLUMN_OPEN_DATE: return getOpenDate();
case 13: return client_priority;
case 14: return admin_priority;
case 15: return status;
case 16: return getStatusTimeout();
case 17: return contact_emails;
case 18: return contact_phone_numbers;
case 19: return getInternalNotes();
default: throw new IllegalArgumentException("Invalid index: "+i);
}
}
@Override
public SchemaTable.TableID getTableID() {
return SchemaTable.TableID.TICKETS;
}
@Override
public void init(ResultSet result) throws SQLException {
try {
int pos = 1;
pkey = result.getInt(pos++);
brand = AccountingCode.valueOf(result.getString(pos++));
reseller = AccountingCode.valueOf(result.getString(pos++));
accounting = AccountingCode.valueOf(result.getString(pos++));
language = result.getString(pos++);
created_by = result.getString(pos++);
category = result.getInt(pos++); if(result.wasNull()) category = -1;
ticket_type = result.getString(pos++);
from_address = result.getString(pos++);
summary = result.getString(pos++);
open_date = result.getTimestamp(pos++).getTime();
client_priority = result.getString(pos++);
admin_priority = result.getString(pos++);
status = result.getString(pos++);
Timestamp temp = result.getTimestamp(pos++);
status_timeout = temp == null ? -1 : temp.getTime();
contact_emails = result.getString(pos++);
contact_phone_numbers = result.getString(pos++);
} catch(ValidationException e) {
throw new SQLException(e);
}
}
@Override
public void read(CompressedDataInputStream in) throws IOException {
try {
pkey = in.readCompressedInt();
brand = AccountingCode.valueOf(in.readUTF()).intern();
reseller = AccountingCode.valueOf(in.readUTF()).intern();
accounting = InternUtils.intern(AccountingCode.valueOf(in.readNullUTF()));
language = in.readUTF().intern();
created_by = InternUtils.intern(in.readNullUTF());
category = in.readCompressedInt();
ticket_type = in.readUTF().intern();
from_address = in.readNullUTF();
summary = in.readUTF();
open_date = in.readLong();
client_priority = in.readUTF().intern();
admin_priority = InternUtils.intern(in.readNullUTF());
status = in.readUTF().intern();
status_timeout = in.readLong();
contact_emails = in.readUTF();
contact_phone_numbers = in.readUTF();
} catch(ValidationException e) {
throw new IOException(e);
}
}
@Override
public void write(CompressedDataOutputStream out, AOServProtocol.Version version) throws IOException {
out.writeCompressedInt(pkey);
if(version.compareTo(AOServProtocol.Version.VERSION_1_46)>=0) out.writeUTF(brand.toString());
if(version.compareTo(AOServProtocol.Version.VERSION_1_44)>=0) out.writeUTF(reseller.toString());
if(version.compareTo(AOServProtocol.Version.VERSION_1_0_A_125)<=0) {
out.writeUTF(accounting==null ? "" : accounting.toString());
} else {
out.writeNullUTF(ObjectUtils.toString(accounting));
}
if(version.compareTo(AOServProtocol.Version.VERSION_1_44)>=0) out.writeUTF(language);
if(version.compareTo(AOServProtocol.Version.VERSION_1_0_A_125)<=0) {
out.writeUTF(created_by==null ? "" : created_by);
} else {
out.writeNullUTF(created_by);
}
if(version.compareTo(AOServProtocol.Version.VERSION_1_44)>=0) out.writeCompressedInt(category);
out.writeUTF(ticket_type);
if(version.compareTo(AOServProtocol.Version.VERSION_1_44)>=0) out.writeNullUTF(from_address);
if(version.compareTo(AOServProtocol.Version.VERSION_1_44)>=0) out.writeUTF(summary);
if(version.compareTo(AOServProtocol.Version.VERSION_1_14)<=0) out.writeUTF("");
if(version.compareTo(AOServProtocol.Version.VERSION_1_15)>=0 && version.compareTo(AOServProtocol.Version.VERSION_1_43)<=0) out.writeCompressedInt(0); // details
out.writeLong(open_date);
if(version.compareTo(AOServProtocol.Version.VERSION_1_43)<=0) out.writeLong(-1);
if(version.compareTo(AOServProtocol.Version.VERSION_1_43)<=0) out.writeLong(-1);
if(version.compareTo(AOServProtocol.Version.VERSION_1_43)<=0) out.writeNullUTF(null);
out.writeUTF(client_priority);
if(version.compareTo(AOServProtocol.Version.VERSION_1_10)<0) {
out.writeUTF(admin_priority==null ? client_priority : admin_priority);
} else {
out.writeNullUTF(admin_priority);
}
if(version.compareTo(AOServProtocol.Version.VERSION_1_43)<=0) out.writeNullUTF(null); // technology
out.writeUTF(status);
if(version.compareTo(AOServProtocol.Version.VERSION_1_44)>=0) out.writeLong(status_timeout);
if(version.compareTo(AOServProtocol.Version.VERSION_1_0_A_125)>=0 && version.compareTo(AOServProtocol.Version.VERSION_1_43)<=0) out.writeNullUTF(null); // assigned_to
if(version.compareTo(AOServProtocol.Version.VERSION_1_0_A_125)>=0) {
out.writeUTF(contact_emails);
out.writeUTF(contact_phone_numbers);
}
}
//
//
public int getTicketID() {
return pkey;
}
/**
* May be filtered.
*/
public Brand getBrand() throws IOException, SQLException {
return table.connector.getBrands().get(brand);
}
/**
* May be filtered.
*/
public Reseller getReseller() throws SQLException, IOException {
return table.connector.getResellers().get(reseller);
}
/**
* May be null if not set or filtered.
*/
public Business getBusiness() throws SQLException, IOException {
if(accounting==null) return null;
return table.connector.getBusinesses().get(accounting);
}
public Language getLanguage() throws SQLException, IOException {
Language la = table.connector.getLanguages().get(language);
if(la==null) throw new SQLException("Unable to find Language: "+language);
return la;
}
public BusinessAdministrator getCreatedBy() throws IOException, SQLException {
if(created_by==null) return null;
// Data may be filtered by APIs
return table.connector.getBusinessAdministrators().get(created_by);
}
public TicketCategory getCategory() throws IOException, SQLException {
if(category==-1) return null;
TicketCategory tc = table.connector.getTicketCategories().get(category);
if(tc==null) throw new SQLException("Unable to find TicketCategory: "+category);
return tc;
}
public TicketType getTicketType() throws IOException, SQLException {
TicketType ticketTypeObject = table.connector.getTicketTypes().get(ticket_type);
if (ticketTypeObject == null) throw new SQLException("Unable to find TicketType: " + ticket_type);
return ticketTypeObject;
}
public String getFromAddress() {
return from_address;
}
public String getSummary() {
return summary;
}
synchronized public String getDetails() throws IOException, SQLException {
if(!detailsLoaded) {
details = table.connector.requestNullLongStringQuery(true, AOServProtocol.CommandID.GET_TICKET_DETAILS, pkey);
detailsLoaded = true;
}
return details;
}
synchronized public String getRawEmail() throws IOException, SQLException {
if(!rawEmailLoaded) {
raw_email = table.connector.requestNullLongStringQuery(true, AOServProtocol.CommandID.GET_TICKET_RAW_EMAIL, pkey);
rawEmailLoaded = true;
}
return raw_email;
}
public Timestamp getOpenDate() {
return new Timestamp(open_date);
}
public TicketPriority getClientPriority() throws IOException, SQLException {
TicketPriority clientPriorityObject = table.connector.getTicketPriorities().get(client_priority);
if (clientPriorityObject == null) throw new SQLException("Unable to find Priority: " + client_priority);
return clientPriorityObject;
}
public TicketPriority getAdminPriority() throws IOException, SQLException {
if(admin_priority==null) return null;
TicketPriority adminPriorityObject = table.connector.getTicketPriorities().get(admin_priority);
if (adminPriorityObject == null) throw new SQLException("Unable to find Priority: " + admin_priority);
return adminPriorityObject;
}
public TicketStatus getStatus() throws IOException, SQLException {
TicketStatus statusObject = table.connector.getTicketStatuses().get(status);
if (statusObject == null) throw new SQLException("Unable to find status: " + status);
return statusObject;
}
public Timestamp getStatusTimeout() {
return status_timeout==-1 ? null : new Timestamp(status_timeout);
}
public String getContactEmails() {
return contact_emails;
}
public String getContactPhoneNumbers() {
return contact_phone_numbers;
}
synchronized public String getInternalNotes() throws IOException, SQLException {
if(!internalNotesLoaded) {
internal_notes = table.connector.requestLongStringQuery(true, AOServProtocol.CommandID.GET_TICKET_INTERNAL_NOTES, pkey);
internalNotesLoaded = true;
}
return internal_notes;
}
//
//
public List getTicketActions() throws IOException, SQLException {
return table.connector.getTicketActions().getActions(this);
}
public List getTicketAssignments() throws IOException, SQLException {
return table.connector.getTicketAssignments().getTicketAssignments(this);
}
//
//
/*
public void actBounceTicket(BusinessAdministrator business_administrator, String comments) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.BOUNCE_TICKET, pkey, business_administrator.pkey, comments);
}*/
public void actChangeAdminPriority(TicketPriority priority, BusinessAdministrator business_administrator, String comments) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.CHANGE_TICKET_ADMIN_PRIORITY, pkey, priority==null ? "" : priority.pkey, business_administrator.pkey, comments);
}
public void setClientPriority(TicketPriority clientPriority) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.CHANGE_TICKET_CLIENT_PRIORITY, pkey, clientPriority.pkey);
}
public void setSummary(String summary) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.SET_TICKET_SUMMARY, pkey, summary);
}
public void addAnnotation(final String summary, final String details) throws IOException, SQLException {
table.connector.requestUpdate(
true,
new AOServConnector.UpdateRequest() {
IntList invalidateList;
@Override
public void writeRequest(CompressedDataOutputStream out) throws IOException {
out.writeCompressedInt(AOServProtocol.CommandID.ADD_TICKET_ANNOTATION.ordinal());
out.writeCompressedInt(pkey);
out.writeUTF(summary);
out.writeNullLongUTF(details);
}
@Override
public void readResponse(CompressedDataInputStream in) throws IOException, SQLException {
int code=in.readByte();
if(code==AOServProtocol.DONE) {
invalidateList=AOServConnector.readInvalidateList(in);
} else {
AOServProtocol.checkResult(code, in);
throw new IOException("Unexpected response code: "+code);
}
}
@Override
public void afterRelease() {
table.connector.tablesUpdated(invalidateList);
}
}
);
}
public void actAssignTo(BusinessAdministrator assignedTo, BusinessAdministrator business_administrator, String comments) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.SET_TICKET_ASSIGNED_TO, pkey, assignedTo==null?"":assignedTo.getUsername().getUsername(), business_administrator.pkey, comments);
}
public void setContactEmails(String contactEmails) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.SET_TICKET_CONTACT_EMAILS, pkey, contactEmails);
}
public void setContactPhoneNumbers(String contactPhoneNumbers) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.SET_TICKET_CONTACT_PHONE_NUMBERS, pkey, contactPhoneNumbers);
}
/*
public void actCompleteTicket(BusinessAdministrator business_administrator, String comments) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.COMPLETE_TICKET, pkey, business_administrator.pkey, comments);
}*/
/*
public void actHoldTicket(String comments) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.HOLD_TICKET, pkey, comments);
}*/
/*
public void actKillTicket(BusinessAdministrator business_administrator, String comments) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.KILL_TICKET, pkey, business_administrator.pkey, comments);
}*/
/*
public void actReactivateTicket(BusinessAdministrator business_administrator, String comments) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.REACTIVATE_TICKET, pkey, business_administrator.pkey, comments);
}*/
public void actWorkEntry(BusinessAdministrator business_administrator, String comments) throws IOException, SQLException {
table.connector.requestUpdateIL(true, AOServProtocol.CommandID.TICKET_WORK, pkey, business_administrator.pkey, comments);
}
/**
* Updates the ticket business if the old business matches the current value.
*
* @return true if successfully updated or false if oldBusiness doesn't match the current business.
*/
public boolean setBusiness(Business oldBusiness, Business newBusiness) throws IOException, SQLException {
return table.connector.requestBooleanQueryIL(
true,
AOServProtocol.CommandID.SET_TICKET_BUSINESS,
pkey,
oldBusiness==null ? "" : oldBusiness.getAccounting().toString(),
newBusiness==null ? "" : newBusiness.getAccounting().toString()
);
}
/**
* Updates the ticket type if the old value matches the current value.
*
* @return true if successfully updated or false if oldType doesn't match the current type.
*/
public boolean setTicketType(TicketType oldType, TicketType newType) throws IOException, SQLException {
return table.connector.requestBooleanQueryIL(true, AOServProtocol.CommandID.CHANGE_TICKET_TYPE, pkey, oldType.pkey, newType.pkey);
// table.connector.requestUpdateIL(true, AOServProtocol.CommandID.CHANGE_TICKET_TYPE, pkey, ticket_type.pkey, business_administrator.pkey, comments);
}
/**
* Updates the ticket status if the old status matches the current value.
*
* @return true if successfully updated or false if oldStatus doesn't match the current status.
*/
public boolean setStatus(TicketStatus oldStatus, TicketStatus newStatus, long statusTimeout) throws IOException, SQLException {
return table.connector.requestBooleanQueryIL(true, AOServProtocol.CommandID.SET_TICKET_STATUS, pkey, oldStatus.pkey, newStatus.pkey, statusTimeout);
}
/**
* Updates the internal notes if the old value matches the current value.
*
* @return true if successfully updated or false if oldInternalNotes doesn't match the current internal notes.
*/
public boolean setInternalNotes(final String oldInternalNotes, final String newInternalNotes) throws IOException, SQLException {
return table.connector.requestResult(
true,
new AOServConnector.ResultRequest() {
boolean result;
IntList invalidateList;
@Override
public void writeRequest(CompressedDataOutputStream out) throws IOException {
out.writeCompressedInt(AOServProtocol.CommandID.SET_TICKET_INTERNAL_NOTES.ordinal());
out.writeCompressedInt(pkey);
out.writeLongUTF(oldInternalNotes);
out.writeLongUTF(newInternalNotes);
}
@Override
public void readResponse(CompressedDataInputStream in) throws IOException, SQLException {
int code = in.readByte();
if(code==AOServProtocol.DONE) {
result = in.readBoolean();
invalidateList = AOServConnector.readInvalidateList(in);
} else {
AOServProtocol.checkResult(code, in);
throw new IOException("Unexpected response code: "+code);
}
}
@Override
public Boolean afterRelease() {
table.connector.tablesUpdated(invalidateList);
return result;
}
}
);
}
//
}
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