/** * Convenience method for updating the Ticket Status in RT * * @param ticket the ticket details */ private void updateRtStatus(final Ticket ticket) throws PluginException { try { m_requestTracker.updateTicket(Long.valueOf(ticket.getId()), "Status: " + openNMSToRTState(ticket.getState())); } catch (final Exception e) { LOG.warn("Error updating ticket {} to state {}", ticket.getId(), ticket.getState(), e); } }
/** * Convenience method for updating the Ticket Status in RT * * @param ticket the ticket details */ private void updateRtStatus(final Ticket ticket) throws PluginException { try { m_requestTracker.updateTicket(Long.valueOf(ticket.getId()), "Status: " + openNMSToRTState(ticket.getState())); } catch (final Exception e) { LOG.warn("Error updating ticket {} to state {}", ticket.getId(), ticket.getState(), e); } }
private void updateOTRSState(Ticket ticket, TicketServicePort_PortType port, Credentials creds) throws RemoteException { Integer otrsStateId = openNMSToOTRSState(ticket.getState()); TicketStateUpdate stateUpdate = new TicketStateUpdate(); stateUpdate.setStateID(otrsStateId); stateUpdate.setTicketNumber(Long.parseLong(ticket.getId())); stateUpdate.setUser(m_configDao.getDefaultUser()); LOG.debug("Updating ticket with new state"); LOG.debug("Ticket ID: {}", ticket.getId()); LOG.debug("OpenNMS State: {}", ticket.getState().toString()); LOG.debug("OTRS state: {}", otrsStateId.toString()); port.ticketStateUpdate(stateUpdate, creds); }
/** {@inheritDoc} */ @Override public void updateTicketForAlarm(int alarmId, String ticketId) { OnmsAlarm alarm = m_alarmDao.get(alarmId); if (alarm == null) { LOG.error("No alarm with id {} was found. Ticket with id '{}' will not be updated.", alarmId, ticketId); return; } Ticket ticket = null; try { ticket = m_ticketerPlugin.get(ticketId); if (ticket.getState() == Ticket.State.CANCELLED) { alarm.setTTicketState(TroubleTicketState.CANCELLED); } else if (ticket.getState() == Ticket.State.CLOSED) { alarm.setTTicketState(TroubleTicketState.CLOSED); } else if (ticket.getState() == Ticket.State.OPEN) { alarm.setTTicketState(TroubleTicketState.OPEN); } else { alarm.setTTicketState(TroubleTicketState.OPEN); } } catch (PluginException e) { alarm.setTTicketState(TroubleTicketState.UPDATE_FAILED); LOG.error("Unable to update ticket for alarm: {}", e.getMessage()); m_eventIpcManager.sendNow(createEvent(e.getMessage())); } m_alarmDao.saveOrUpdate(alarm); }
private RTTicket rtTicketFromTicket(final Ticket ticket) { final RTTicket rtt = new RTTicket(); final String id = ticket.getId(); if (id != null && id.length() > 0) { rtt.setId(Long.valueOf(id)); } rtt.setQueue(m_queue); rtt.setRequestor(m_requestor); if (ticket.getSummary() != null) rtt.setSubject(ticket.getSummary()); // Remove any HTML tags in the ticket details. if (ticket.getDetails() != null) rtt.setText(m_tagPattern.matcher(ticket.getDetails()).replaceAll("")); rtt.setStatus(openNMSToRTState(ticket.getState())); return rtt; }
/** {@inheritDoc} */ @Override public void updateTicketForAlarm(int alarmId, String ticketId) { OnmsAlarm alarm = m_alarmDao.get(alarmId); if (alarm == null) { LOG.error("No alarm with id {} was found. Ticket with id '{}' will not be updated.", alarmId, ticketId); return; } Ticket ticket = null; try { ticket = m_ticketerPlugin.get(ticketId); if (ticket.getState() == Ticket.State.CANCELLED) { alarm.setTTicketState(TroubleTicketState.CANCELLED); } else if (ticket.getState() == Ticket.State.CLOSED) { alarm.setTTicketState(TroubleTicketState.CLOSED); } else if (ticket.getState() == Ticket.State.OPEN) { alarm.setTTicketState(TroubleTicketState.OPEN); } else { alarm.setTTicketState(TroubleTicketState.OPEN); } } catch (PluginException e) { alarm.setTTicketState(TroubleTicketState.UPDATE_FAILED); LOG.error("Unable to update ticket for alarm: {}", e.getMessage()); m_eventIpcManager.sendNow(createEvent(e.getMessage())); } m_alarmDao.saveOrUpdate(alarm); }
private RTTicket rtTicketFromTicket(final Ticket ticket) { final RTTicket rtt = new RTTicket(); final String id = ticket.getId(); if (id != null && id.length() > 0) { rtt.setId(Long.valueOf(id)); } rtt.setQueue(m_queue); rtt.setRequestor(m_requestor); if (ticket.getSummary() != null) rtt.setSubject(ticket.getSummary()); // Remove any HTML tags in the ticket details. if (ticket.getDetails() != null) rtt.setText(m_tagPattern.matcher(ticket.getDetails()).replaceAll("")); rtt.setStatus(openNMSToRTState(ticket.getState())); return rtt; }
private TicketIDAndNumber newOTRSTicket(Ticket newTicket, TicketServicePort_PortType port, Credentials creds) throws RemoteException { TicketIDAndNumber idAndNumber = null; TicketCore newOtrsTicket = new TicketCore(); newOtrsTicket.setTitle(newTicket.getSummary().replaceAll("\\<.*?\\>", "")); newOtrsTicket.setUser(m_configDao.getDefaultUser()); newOtrsTicket.setStateID(openNMSToOTRSState(newTicket.getState())); // All OTRS ticket fields from defaults newOtrsTicket.setQueue(m_configDao.getQueue()); newOtrsTicket.setPriority(m_configDao.getPriority()); newOtrsTicket.setLock(m_configDao.getLock()); newOtrsTicket.setOwnerID(m_configDao.getOwnerID()); idAndNumber = port.ticketCreate(newOtrsTicket, creds); return idAndNumber; }
LOG.debug("updating existing ticket : {}", currentTicket.getId()); if (currentTicket.getState() != ticketToUpdate.getState()) { ticketUpdate.setStateID(openNMSToOTRSState(ticketToUpdate.getState())); articleUpdate.setHistoryComment(m_configDao.getArticleHistoryComment()); switch (ticketToUpdate.getState()) {
if (Ticket.State.CLOSED.equals(ticket.getState())) { Comment comment = Comment.valueOf("Issue resolved by OpenNMS."); for (Transition transition : transitions) { } else if (Ticket.State.OPEN.equals(ticket.getState())) { Comment comment = Comment.valueOf("Issue reopened by OpenNMS."); for (Transition transition : transitions) {
if (Ticket.State.CLOSED.equals(ticket.getState())) { Comment comment = Comment.valueOf("Issue resolved by OpenNMS."); for (Transition transition : transitions) { } else if (Ticket.State.OPEN.equals(ticket.getState())) { Comment comment = Comment.valueOf("Issue reopened by OpenNMS."); for (Transition transition : transitions) {
otrsTicket.setTitle(summary); otrsTicket.setQueue(m_configDao.getQueue()); otrsTicket.setStateID(openNMSToOTRSState(newTicket.getState())); otrsTicket.setPriority(m_configDao.getPriority()); otrsTicket.setType(m_configDao.getType());
switch (newTicket.getState()) {