ticketupdate.java

CRM源码This file describes some issues that should be implemented in future and how it should be imple

/*
 * Copyright 2006-2007 Queplix Corp.
 *
 * Licensed under the Queplix Public License, Version 1.1.1 (the "License");
 * you may not use this file except in compliance with the License.
 * You may obtain a copy of the License at
 *
 * http://www.queplix.com/solutions/commercial-open-source/queplix-public-license/
 *
 * Unless required by applicable law or agreed to in writing, software
 * distributed under the License is distributed on an "AS IS" BASIS, WITHOUT
 * WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the
 * License for the specific language governing permissions and limitations under
 * the License.
 */

package com.queplix.qwoss.update;


import com.queplix.core.error.GenericSystemException;
import com.queplix.core.integrator.security.LogonSession;
import com.queplix.core.integrator.security.User;
import com.queplix.core.modules.eql.error.EQLException;
import com.queplix.core.modules.eql.update.EntityUpdate;
import com.queplix.core.modules.jeo.JEObjectHandler;
import com.queplix.core.modules.jeo.ejb.JEOManagerLocal;
import com.queplix.core.modules.jeo.ejb.JEOManagerLocalHome;
import com.queplix.core.utils.DateHelper;
import com.queplix.core.utils.JNDINames;
import com.queplix.qwoss.gen.TicketEventObject;
import com.queplix.qwoss.gen.TicketObject;
import com.queplix.qwoss.gen.TicketObjectHandler;
import com.queplix.qwoss.notification.TicketEscalationManagerLocal;
import com.queplix.qwoss.notification.TicketEscalationManagerLocalHome;
import com.queplix.qwoss.notification.TicketNotificationManagerLocal;
import com.queplix.qwoss.notification.TicketNotificationManagerLocalHome;
import com.queplix.qwoss.utils.CustomJNDINames;
import com.queplix.qwoss.utils.TicketHelper;
import com.queplix.qwoss.utils.TicketEventHelper;
import java.util.Date;

import javax.ejb.CreateException;

/**
 * Description.
 * @author rustem.nizamiev
 * @since 18 January 2007, 15:16
 */
public class TicketUpdate extends EntityUpdate {
    
    public int beforeUpdate()
        throws EQLException {

        long time = System.currentTimeMillis();

        // Initialization.
        JEOManagerLocal jeoManager = ( JEOManagerLocal )
            getCOM().getLocalObject( JNDINames.JEOManager, JEOManagerLocalHome.class );
        LogonSession ls = getEUO().getSession().getLogonSession();
        User user = ls.getUser();
        //Object empObj = ls.getParameter(ApplicationHelper.EMPLOYEE_KEY);
        //if(empObj == null || !(empObj instanceof EmployeeObject))
        //    throw new EQLException("Can't retrieve Employee Id.\nInvalid parameter for key: "+ApplicationHelper.EMPLOYEE_KEY);
        //Long employeeID = ((EmployeeObject) empObj).getQw_employeeid();
        

        // Get current ticket record.
        JEObjectHandler hnd = getJEOHandler( jeoManager, TicketObjectHandler.class );
        TicketObject obj = ( TicketObject ) hnd.getJEObject();

        // Get ticket ID.
        long ticketID = obj.getQw_ticketid().longValue();

        // Now date.
        Date now = DateHelper.getNowDate();

        /**
         * CheckCallLinks function implementation
         */

        // We need to make sure we have a product.
        if( obj.isNullQw_productid() ) {
            throw new EQLException( "You must first select a product for this ticket." );
        }
        // We need to make sure we have a status.
        if( obj.isNullQw_status() ) {
            throw new EQLException( "You must first select a status for this ticket." );
        }

        // We need to make sure we have customer or employee.
        if( obj.isNullQw_customerid() && obj.isNullQw_employeeid() ) {
            throw new EQLException( "You must first select customer or internal customer for this ticket." );            
        }
        // We need to make sure we have customer or employee.
        if( !obj.isNullQw_customerid() && !obj.isNullQw_employeeid() ) {
            throw new EQLException( "You must specify either customer or internal customer for this ticket." );            
        }

        // Now deal with the status fields.  Different things can happen for a status.
        int ticketStatus = obj.getQw_status().intValue();
        
        
        if( isNew() ) {
            // Only 'New' status is allowed for the first ticket creation 
            if(ticketStatus != TicketHelper.NEW_STATUS)
                throw new EQLException( "The status for new ticket can be new only." );
        }
        else{
            // We need to make sure we have a old status.
            int oldStatus = 0;
            try{
                oldStatus = obj.oldQw_status().intValue();
            }
            catch(NullPointerException ex){
                throw new EQLException( "This ticket was created without status." );
            }
            
            // Try to set the status automatically if foreign fields require.
            if( ticketStatus != TicketHelper.DUPLICATE_STATUS && oldStatus != TicketHelper.CLOSED_STATUS) {

                // Check to be sure that there is an agent.  If not, supply one
                if( obj.isNullQw_agentid() ) {
                    //obj.setQw_agentid( employeeID );
                    obj.setQw_agentid( new Long(user.getUserID()) );
                }
                
               
                if( !obj.isNullQw_ownerid() ) { // there is owner
                    if( ticketStatus == TicketHelper.NEW_STATUS || ticketStatus == TicketHelper.ASSIGNED_STATUS ) {
                        long owner = obj.getQw_ownerid().longValue();
                        if(owner == user.getUserID()){
                            ticketStatus = TicketHelper.OWNED_STATUS;
                            obj.setQw_status( new Integer( ticketStatus ) );
                        }
                        else{
                            if(ticketStatus == TicketHelper.NEW_STATUS){
                                ticketStatus = TicketHelper.ASSIGNED_STATUS;
                                obj.setQw_status( new Integer( ticketStatus ) );
                            }
                            //else{
                            //    throw new EQLException( "Only owner can trigger ticket to owned status." );
                            //}
                        }
                    }
                    if( ticketStatus == TicketHelper.OWNED_STATUS && obj.isChangedQw_ownerid()){
                        long owner = obj.getQw_ownerid().longValue();
                        if(owner != user.getUserID()){
                            if( oldStatus != TicketHelper.ASSIGNED_STATUS ){
                                ticketStatus = TicketHelper.ASSIGNED_STATUS;
                                obj.setQw_status( new Integer( ticketStatus ) );
                                obj.setQw_dateowned( null );
                            }
                        }
                    }
                } else {
                    if( ticketStatus == TicketHelper.OWNED_STATUS ) {
                        if(!obj.isNullQw_workgroupid()){
                            if( oldStatus != TicketHelper.ASSIGNED_STATUS ){
                                ticketStatus = TicketHelper.ASSIGNED_STATUS;    
                                obj.setQw_status( new Integer( ticketStatus ) );
                                obj.setQw_dateowned( null );
                            }
                        }
                        else
                            throw new EQLException( "Cannot save ticket in this status without owner or workgroup." );
                    }
                }

                if( !obj.isNullQw_workgroupid() ) { // there is workgroup
                    if( ticketStatus == TicketHelper.NEW_STATUS ) {
                        ticketStatus = TicketHelper.ASSIGNED_STATUS;
                        obj.setQw_status( new Integer( ticketStatus ) );
                        //if( obj.isNullDateassigned() ) {
                        //    obj.setDateassigned( now );
                        //}
                    }
                } else {
                    if( ticketStatus == TicketHelper.ASSIGNED_STATUS && obj.isNullQw_ownerid() ) {
                        throw new EQLException( "Cannot save ticket in this status without workgroup." );
                    }
                }
            }
            
            if(ticketStatus != TicketHelper.CLOSED_STATUS && !obj.isNullQw_reasoncode())
                obj.setQw_reasoncode(null);

            INFO( "New status: " + ticketStatus + ". Ticket ID: " + ticketID );
            
            if(obj.isChangedQw_status()){
                //for the first update we can change status only to 'Owned''
                if(oldStatus == TicketHelper.NEW_STATUS && !(
                        ticketStatus == TicketHelper.ASSIGNED_STATUS ||
                        ticketStatus == TicketHelper.OWNED_STATUS) )
                    throw new EQLException( "The status can be switched from new to assigned or owned only." );
                if(oldStatus == TicketHelper.ASSIGNED_STATUS && ticketStatus != TicketHelper.OWNED_STATUS)
                    throw new EQLException( "The status can be switched from assigned to owned only." );
                if(oldStatus == TicketHelper.OWNED_STATUS && !(
                        ticketStatus == TicketHelper.ASSIGNED_STATUS ||
                        ticketStatus == TicketHelper.RELEASE_CANDIDATE_STATUS ||
                        ticketStatus == TicketHelper.UNREPRODUCIBLE_STATUS ||
                        ticketStatus == TicketHelper.CLIENT_ISSUE_STATUS ||
                        ticketStatus == TicketHelper.DUPLICATE_STATUS ||
                        ticketStatus == TicketHelper.PARKED_STATUS ))
                    throw new EQLException( "The status can be switched from owned to assigned, release candidate, un-reproducible, client issue, duplicate or parked only." );
                if(oldStatus == TicketHelper.RELEASE_CANDIDATE_STATUS && ticketStatus != TicketHelper.DELIVERED_STATUS)
                    throw new EQLException( "The status can be switched from release candidate to delivered only." );
                if(oldStatus == TicketHelper.DELIVERED_STATUS && !(
                        ticketStatus == TicketHelper.TESTFAIL_STATUS ||
                        ticketStatus == TicketHelper.CLOSED_STATUS ))
                    throw new EQLException( "The status can be switched from the delivered to test fail or closed only." );
                if(oldStatus == TicketHelper.UNREPRODUCIBLE_STATUS && !(
                        ticketStatus == TicketHelper.OWNED_STATUS ||
                        ticketStatus == TicketHelper.CLIENT_ISSUE_STATUS ||
                        ticketStatus == TicketHelper.DUPLICATE_STATUS ||
                        ticketStatus == TicketHelper.PARKED_STATUS ||
                        ticketStatus == TicketHelper.CLOSED_STATUS ))
                    throw new EQLException( "The status can be switched from un-reproducible to owned, client issue, duplicate, parked or closed only." );
                if(oldStatus == TicketHelper.CLIENT_ISSUE_STATUS && ticketStatus != TicketHelper.CLOSED_STATUS)
                    throw new EQLException( "The status can be switched from client issue to closed only." );
                if(oldStatus == TicketHelper.DUPLICATE_STATUS && !(
                        ticketStatus == TicketHelper.OWNED_STATUS ||
                        ticketStatus == TicketHelper.UNREPRODUCIBLE_STATUS ||
                        ticketStatus == TicketHelper.CLIENT_ISSUE_STATUS ||
                        ticketStatus == TicketHelper.PARKED_STATUS ||
                        ticketStatus == TicketHelper.CLOSED_STATUS ))
                    throw new EQLException( "The status can be switched from duplicate to owned, un-reproducible, client issue, parked or closed only." );
                if(oldStatus == TicketHelper.PARKED_STATUS && !(
                        ticketStatus == TicketHelper.OWNED_STATUS ||
                        ticketStatus == TicketHelper.UNREPRODUCIBLE_STATUS ||
                        ticketStatus == TicketHelper.CLIENT_ISSUE_STATUS ||
                        ticketStatus == TicketHelper.DUPLICATE_STATUS ||
                        ticketStatus == TicketHelper.CLOSED_STATUS ))
                    throw new EQLException( "The status can be switched from parked to owned, un-reproducible, client issue, duplicate or closed only." );
                if(oldStatus == TicketHelper.TESTFAIL_STATUS && !(
                                ticketStatus == TicketHelper.OWNED_STATUS ||
                                ticketStatus == TicketHelper.ASSIGNED_STATUS))
                    throw new EQLException( "The status can be switched from test fail to owned only." );
                // The ticket is going to be re-open 
                if(oldStatus == TicketHelper.CLOSED_STATUS){
                    if(ticketStatus != TicketHelper.NEW_STATUS)
                            throw new EQLException( "The status for re-opened tickets must be new only." );
                    // Set Last reopen date and increment re-open counter
                    obj.setQw_lastreopened(now);
                    int reopencnt = 0;
                    if(obj.getQw_reopencnt() != null)
                        reopencnt = obj.getQw_reopencnt().intValue();
                    reopencnt++;
                    obj.setQw_reopencnt(new Integer(reopencnt));
                    obj.setQw_dateassigned( null );
                    obj.setQw_dateowned( null );
                    obj.setQw_datedelivered( null );
                    obj.setQw_dateclosed(null);
                    obj.setQw_reasoncode(null);
                    obj.setQw_otherreason(null);
                    obj.setQw_resbuildversionid(null);
                }  
                
                switch( ticketStatus ) {

                    case TicketHelper.ASSIGNED_STATUS:
                        if( obj.isNullQw_workgroupid() && obj.isNullQw_ownerid()) {  
                            throw new EQLException( "Cannot save ticket in this status without owner or workgroup.");
                        }
                        obj.setQw_dateassigned(now);
                        obj.setQw_datedelivered( null );
                        obj.setQw_resbuildversionid(null);
                        break;

                    case TicketHelper.OWNED_STATUS:
                        // If there is no owner and no workgroup
                        if( obj.isNullQw_ownerid() ) {
                            if( obj.isNullQw_workgroupid() ) {
                                throw new EQLException( "Cannot save ticket without owner or workgroup.");
                            } else {
                                // There is no owner but we have a workgroup
                                obj.setQw_status( new Integer( TicketHelper.ASSIGNED_STATUS ) );
                                obj.setQw_dateassigned(now);
                            }
                            obj.setQw_dateowned( null );