otrs_proxy 0.0.2

data/.gitignore

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+.DS_Store
+html/*
+pkg
+*.swp
+.rvmrc*
+.bundle
+couchdb.std*
+*.*~
+Gemfile.lock
+spec.out
+*.gem

data/Gemfile

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+source "http://rubygems.org"
+
+# Specify your gem's dependencies in otrs_connector.gemspec
+gemspec

data/README

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+This gem is a bridge between the OTRS API.
+You can use this to connect to the OTRS API in a more RESTful way.
+This is still a work in development and only partial functionality has been added.
+
+Items to clean up
+ - Finish making tickets/articles/links create/update methods more ActiveRecord like
+
+Partially implemented
+  - Tickets API
+  - Articles API
+  - Links API
+  - ITSM ConfigItems API
+  
+
+To customize for your use you must have the OTRS json.pl in your OTRS cgi-bin directory.
+I also added ITSMConfigItemObjects to this json as it is required for my use.
+I will create an OPM package with a custom json.pl to do it the right way (instead of editing existing files directly, causing errors in the admin interface).
+
+You need include this gem in your project and call 
+
+	OtrsConnector.initialize_for_app(host, api_url, user, pass)
+
+The username/password combo should be an existing agent in OTRS.
+
+SIMPLE EXAMPLES:
+
+Articles:
+
+	articles = OtrsConnector::OTRS::Ticket::Article.where(ticket_id)
+	article = OtrsConnector::OTRS::Ticket::Article.find(id)
+	article = OtrsConnector::OTRS::Ticket::Article.new(params[:article])
+	article.save
+	article.update_attributes(params[:article])
+	article.destroy
+
+Source classes: https://github.com/cpuguy83/rails_otrs

data/Rakefile

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+require "bundler/gem_tasks"

data/json.pl.example

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+#!/usr/bin/perl -w
+# --
+# bin/cgi-bin/json.pl - json handle
+# Copyright (C) 2001-2010 OTRS AG, http://otrs.org/
+# --
+# $Id: json.pl,v 1.13 2010/09/23 17:51:02 cr Exp $
+# --
+# This program is free software; you can redistribute it and/or modify
+# it under the terms of the GNU AFFERO General Public License as published by
+# the Free Software Foundation; either version 3 of the License, or
+# any later version.
+#
+# This program 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 General Public License for more details.
+#
+# You should have received a copy of the GNU Affero General Public License
+# along with this program; if not, write to the Free Software
+# Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA  02111-1307  USA
+# or see http://www.gnu.org/licenses/agpl.txt.
+# --
+
+use strict;
+use warnings;
+
+# use ../../ as lib location
+use FindBin qw($Bin);
+use lib "$Bin/../..";
+use lib "$Bin/../../Kernel/cpan-lib";
+
+use Kernel::Config;
+use Kernel::System::Encode;
+use Kernel::System::Log;
+use Kernel::System::DB;
+use Kernel::System::Main;
+use Kernel::System::Time;
+use Kernel::System::Auth;
+use Kernel::System::User;
+use Kernel::System::Group;
+use Kernel::System::Queue;
+use Kernel::System::Service;
+use Kernel::System::Type;
+use Kernel::System::State;
+use Kernel::System::Lock;
+use Kernel::System::SLA;
+use Kernel::System::CustomerUser;
+use Kernel::System::Ticket;
+use Kernel::System::LinkObject;
+use Kernel::System::JSON;
+use Kernel::System::iPhone;
+use Kernel::System::Web::Request;
+use Kernel::System::ITSMConfigItem;
+use Kernel::System::ITSMChange;
+use Kernel::System::ITSMChange::ITSMWorkOrder;
+use Kernel::System::ITSMChange::ITSMStateMachine;
+
+use vars qw($VERSION);
+$VERSION = qw($Revision: 1.13 $) [1];
+
+my $Self = Core->new();
+print "Content-Type: text/plain; \n";
+print "\n";
+print $Self->Dispatch();
+
+package Core;
+
+sub new {
+    my ( $Type, %Param ) = @_;
+
+    # allocate new hash for object
+    my $Self = {%Param};
+    bless( $Self, $Type );
+
+    return $Self;
+}
+
+sub Dispatch {
+    my ($Self) = @_;
+
+    # common objects
+    $Self->{ConfigObject} = Kernel::Config->new();
+    $Self->{EncodeObject} = Kernel::System::Encode->new( %{$Self} );
+    $Self->{LogObject}    = Kernel::System::Log->new(
+        LogPrefix => 'OTRS-RPC',
+        %{$Self},
+    );
+    $Self->{MainObject}         = Kernel::System::Main->new( %{$Self} );
+    $Self->{DBObject}           = Kernel::System::DB->new( %{$Self} );
+    $Self->{TimeObject}         = Kernel::System::Time->new( %{$Self} );
+    $Self->{UserObject}         = Kernel::System::User->new( %{$Self} );
+    $Self->{GroupObject}        = Kernel::System::Group->new( %{$Self} );
+    $Self->{QueueObject}        = Kernel::System::Queue->new( %{$Self} );
+    $Self->{ServiceObject}      = Kernel::System::Service->new( %{$Self} );
+    $Self->{TypeObject}         = Kernel::System::Type->new( %{$Self} );
+    $Self->{StateObject}        = Kernel::System::State->new( %{$Self} );
+    $Self->{LockObject}         = Kernel::System::Lock->new( %{$Self} );
+    $Self->{SLAObject}          = Kernel::System::SLA->new( %{$Self} );
+    $Self->{CustomerUserObject} = Kernel::System::CustomerUser->new( %{$Self} );
+    $Self->{TicketObject}       = Kernel::System::Ticket->new( %{$Self} );
+    $Self->{LinkObject}         = Kernel::System::LinkObject->new( %{$Self} );
+    $Self->{JSONObject}         = Kernel::System::JSON->new( %{$Self} );
+    $Self->{ParamObject}        = Kernel::System::Web::Request->new( %{$Self} );
+    $Self->{iPhoneObject}       = Kernel::System::iPhone->new( %{$Self} );
+    $Self->{ConfigItemObject}   = Kernel::System::ITSMConfigItem->new( %{$Self} );
+    $Self->{ChangeObject}	= Kernel::System::ITSMChange->new( %{$Self} );
+    $Self->{WorkOrderObject}	= Kernel::System::ITSMChange::ITSMWorkOrder->new( %{$Self} );
+    $Self->{StateMachineObject}	= Kernel::System::ITSMChange::ITSMStateMachine->new( %{$Self} );
+
+    # get log filename
+    if ( $Self->{ConfigObject}->Get('iPhone::LogFile') ) {
+        $Self->{DebugLogFile} = $Self->{ConfigObject}->Get('iPhone::LogFile');
+    }
+
+    # set common variables
+    my $User   = $Self->{ParamObject}->GetParam( Param => 'User' );
+    my $Pw     = $Self->{ParamObject}->GetParam( Param => 'Password' );
+    my $Object = $Self->{ParamObject}->GetParam( Param => 'Object' );
+    my $Method = $Self->{ParamObject}->GetParam( Param => 'Method' );
+    my $Data   = $Self->{ParamObject}->GetParam( Param => 'Data' );
+    my $ParamScalar = $Self->{JSONObject}->Decode( Data => $Data );
+
+    my %Param;
+    if ($ParamScalar) {
+        %Param = %{$ParamScalar};
+    }
+    $User ||= '';
+    $Pw   ||= '';
+
+    # inbound log
+    if ( $Self->{ConfigObject}->Get('iPhone::DebugLog') ) {
+        my $Message = 'User=' . $User . '&Password=****' . '&Object=' . $Object
+            . '&Method=' . $Method . '&Data=' . $Data;
+
+        $Self->Log(
+            Direction => 'Inbound',
+            Message   => $Message,
+            )
+    }
+
+    # agent auth
+    my %ParamFixed;
+    if (1) {
+        my $AuthObject = Kernel::System::Auth->new( %{$Self} );
+        my $UserLogin = $AuthObject->Auth( User => $User, Pw => $Pw );
+
+        if ( !$UserLogin ) {
+            $Self->{LogObject}->Log(
+                Priority => 'notice',
+                Message  => "Auth for user $User failed!",
+            );
+            return $Self->Result();
+        }
+
+        # set user id
+        my $UserID = $Self->{UserObject}->UserLookup(
+            UserLogin => $UserLogin,
+        );
+        return if !$UserID;
+
+        $ParamFixed{UserID} = $UserID;
+    }
+
+    # system auth
+    else {
+        my $RequiredUser     = $Self->{ConfigObject}->Get('SOAP::User');
+        my $RequiredPassword = $Self->{ConfigObject}->Get('SOAP::Password');
+
+        if (
+            !defined $RequiredUser
+            || !length $RequiredUser
+            || !defined $RequiredPassword || !length $RequiredPassword
+            )
+        {
+            $Self->{LogObject}->Log(
+                Priority => 'notice',
+                Message  => 'SOAP::User or SOAP::Password is empty, SOAP access denied!',
+            );
+            return $Self->Result();
+        }
+
+        if ( $User ne $RequiredUser || $Pw ne $RequiredPassword ) {
+            $Self->{LogObject}->Log(
+                Priority => 'notice',
+                Message  => "Auth for user $User failed!",
+            );
+            return $Self->Result();
+        }
+    }
+
+    if ( !$Self->{$Object} && $Object ne 'CustomObject' ) {
+        $Self->{LogObject}->Log(
+            Priority => 'error',
+            Message  => "No such Object $Object!",
+        );
+        return $Self->Result();
+    }
+
+    if ( ( $Self->{$Object} && !$Self->{$Object}->can($Method) ) && !$Self->can($Method) ) {
+        $Self->{LogObject}->Log(
+            Priority => 'error',
+            Message  => "No such method '$Method' in '$Object'!",
+        );
+        return $Self->Result();
+    }
+
+    if ( $Object =~ /^(DBObject|TicketObject123)$/ ) {
+        $Self->{LogObject}->Log(
+            Priority => 'error',
+            Message  => "No access to '$Object'!",
+        );
+        return $Self->Result();
+    }
+
+    if ( $Object eq 'CustomObject' ) {
+        my @Result = $Self->{iPhoneObject}->$Method(
+            %Param,
+            %ParamFixed,
+        );
+        return $Self->Result( \@Result );
+    }
+    else {
+        my @Result = $Self->{$Object}->$Method(
+            %Param,
+            %ParamFixed,
+        );
+        return $Self->Result( \@Result );
+    }
+}
+
+sub Result {
+    my ( $Self, $Result ) = @_;
+
+    my %ResultProtocol;
+
+    if ($Result) {
+        if ( @{$Result} ) {
+            if ( @{$Result}[0] eq -1 ) {
+                $ResultProtocol{Result} = 'failed';
+                for my $Key (qw(error notice)) {
+                    $ResultProtocol{Message} = $Self->{LogObject}->GetLogEntry(
+                        Type => $Key,
+                        What => 'Message',
+                    );
+                    last if $ResultProtocol{Message};
+                }
+            }
+
+            else {
+                $ResultProtocol{Result} = 'successful';
+                $ResultProtocol{Data}   = $Result;
+            }
+        }
+
+        else {
+            $ResultProtocol{Result} = 'successful';
+            $ResultProtocol{Data}   = $Result;
+        }
+    }
+
+    else {
+        $ResultProtocol{Result} = 'failed';
+        for my $Key (qw(error notice)) {
+            $ResultProtocol{Message} = $Self->{LogObject}->GetLogEntry(
+                Type => $Key,
+                What => 'Message',
+            );
+            last if $ResultProtocol{Message};
+        }
+    }
+
+    # set result to a variable for easy log output
+    my $JSONResult = $Self->{JSONObject}->Encode( Data => \%ResultProtocol );
+
+    # outbound log
+    if ( $Self->{ConfigObject}->Get('iPhone::DebugLog') ) {
+
+        $Self->Log(
+            Direction => 'Outbound',
+            Message   => $JSONResult,
+            )
+    }
+
+    return $JSONResult;
+}
+
+sub Log {
+    my ( $Self, %Param ) = @_;
+
+    my $FH;
+
+    # open logfile
+    if ( !open $FH, '>>', $Self->{DebugLogFile} ) {
+
+        # print error screen
+        print STDERR "\n";
+        print STDERR " >> Can't write $Self->{LogFile}: $! <<\n";
+        print STDERR "\n";
+        return;
+    }
+
+    # write log file
+    print $FH '[' . $Self->{TimeObject}->CurrentTimestamp() . ']';
+    print $FH "[Debug] [$Param{Direction}] [$Param{Message}\n";
+
+    # close file handle
+    close $FH;
+    return 1;
+}
+
+1;

data/lib/otrs_connector/otrs/change/state.rb

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+module OtrsConnector
+  class OTRS::Change::State < OTRS::Change
+    @@class = 'ITSM::ChangeManagement::Change::State'
+    
+    def self.all
+      #params = "Object=StateMachineObject&Method=StateList&Data={\"Class\":\"#{@@class}\",\"UserID\":\"1\"}"
+      data = { 'Class' => @@class, 'UserID' => 1 }
+      params = { :object => 'StateMachineObject', :method => 'StateList', :data => data }
+      a = connect(params).flatten
+      b = []
+      a.each do |c|
+        tmp = {}
+        c.each do |key,value|
+          case key
+          when "Key" then tmp[:id] = value
+          when "Value" then tmp[:name] = value
+          end
+        end
+        c = tmp
+        b << new(c)
+      end
+      b
+    end
+  end
+end

data/lib/otrs_connector/otrs/change/work_order.rb

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+module OtrsConnector
+  class OTRS::Change::WorkOrder < OTRS::Change
+    
+    def create(attributes)
+      tmp = {}
+      attributes.each do |key,value|
+        tmp[key.to_s.camelize.to_sym] = value
+      end
+      attributes = tmp
+      attributes[:UserID] = '1'
+      attributes[:ChangeID] = attributes[:ChangeId]
+      attributes.delete(:ChangeId)
+      data = attributes
+      params = { :object => 'WorkOrderObject', :method => 'WorkOrderAdd', :data => data }
+      a = connect(params)
+      id = a.first
+      if id.nil?
+        nil
+      else
+        b = self.class.find(id)
+        attributes = b.attributes
+        attributes.each do |key,value|
+          instance_variable_set "@#{key.to_s}", value
+        end
+        b
+      end
+    end
+    
+    def update_attributes(attributes)
+      tmp = {}
+      attributes.each do |key,value|
+        tmp[key.to_s.camelize] = value      #Copies ruby style keys to camel case for OTRS
+      end
+      tmp['WorkOrderID'] = @work_order_id
+      data = tmp
+      params = { :object => 'WorkOrderObject', :method => 'WorkOrderUpdate', :data => data }
+      a = connect(params)
+      if a.first.nil?
+        nil
+      else
+        return self
+      end
+    end
+    
+    def self.find(id)
+      data = { 'WorkOrderID' => id, 'UserID' => 1 }
+      params = { :object => 'WorkOrderObject', :method => 'WorkOrderGet', :data => data }
+      a = connect(params)
+      a = Hash[*a]
+      self.new(a.symbolize_keys)
+    end
+    
+    def destroy
+      id = @change_id
+      if self.class.find(id)
+        data = { 'ChangeID' => id, 'UserID' => 1 }
+        params = { :object => 'WorkOrderObject', :method => 'WorkOrderDelete', :data => data }
+        connect(params)
+        "WorkOrderID #{id} deleted"
+      else
+        raise "NoSuchWorkOrderID #{id}"
+      end
+    end
+    
+  end
+end

data/lib/otrs_connector/otrs/change.rb

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+module OtrsConnector
+  class OTRS::Change < OTRS
+    
+    def create(attributes)
+      tmp = {}
+      attributes.each do |key,value|
+         tmp[key.to_s.camelize.to_sym] = value
+      end
+      attributes = tmp
+      attributes[:UserID] = '1'
+      data = attributes
+      params = { :object => 'ChangeObject', :method => 'ChangeAdd', :data => data }
+      a = connect(params)
+      id = a.first
+      a = self.class.find(id)
+      attributes = a.attributes
+      attributes.each do |key,value|
+        instance_variable_set "@#{key.to_s}", value
+      end
+    end
+      
+    def self.find(id)
+      data = { 'ChangeID' => id, 'UserID' => 1 }
+      params = { :object => 'ChangeObject', :method => 'ChangeGet', :data => data }
+      a = connect(params)
+      a = Hash[*a]
+      self.new(a.symbolize_keys)
+    end
+    
+    def self.where(attributes)
+      tmp = {}
+      attributes.each do |key,value|
+        tmp[key.to_s.camelize] = value      #Copies ruby style keys to camel case for OTRS
+      end
+      data = tmp
+      params = { :object => 'ChangeObject', :method => 'ChangeSearch', :data => data }
+      a = connect(params).flatten
+      b = []
+      a.each do |c|
+        b << find(c)
+      end
+      b
+    end
+    
+    def update_attributes(attributes)
+      tmp = {}
+      attributes.each do |key,value|
+        tmp[key.to_s.camelize] = value      #Copies ruby style keys to camel case for OTRS
+      end
+      tmp['ChangeID'] = @change_id
+      data = tmp
+      params = { :object => 'ChangeObject', :method => 'ChangeUpdate', :data => data }
+      a = connect(params)
+      if a.first.nil?
+        nil
+      else
+        return self
+      end
+    end
+    
+    def destroy
+      id = @change_id
+      if self.class.find(id)
+        data = { 'ChangeID' => id, 'UserID' => 1 }
+        params = { :object => 'ChangeObject', :method => 'ChangeDelete', :data => data }
+        connect(params)
+        "ChangeID #{id} deleted"
+      else
+        raise "NoSuchChangeID #{id}"
+      end
+    end
+    
+  end
+end

data/lib/otrs_connector/otrs/config_item/definition.rb

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+module OtrsConnector
+  class OTRS::ConfigItem::Definition < OTRS::ConfigItem
+
+    def initialize(attributes = {})
+      attributes.each do |name, value|
+        self.class.set_accessor(name)
+        send("#{name.to_sym}=", value)
+      end
+    end
+
+    def self.find(id)
+      data = { 'DefinitionID' => id }
+      params = { :object => 'ConfigItemObject', :method => 'DefinitionGet', :data => data }
+      a = connect(params).first
+      new(a)
+    end
+
+    def self.find_by_class_id(id)
+      data = { 'ClassID' => id }
+      params = { :object => 'ConfigItemObject', :method => 'DefinitionGet', :data => data }
+      a = connect(params).first
+      new(a)
+    end
+  end
+end