#!/usr/bin/perl -w
# --
# bin/otrs.PendingJobs.pl - check pending tickets
# Copyright (C) 2001-2010 OTRS AG, http://otrs.org/
# --
# $Id: otrs.PendingJobs.pl,v 1.5 2010/08/25 11:59:14 martin 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 File::Basename;
use FindBin qw($RealBin);
use lib dirname($RealBin);

use vars qw($VERSION);
$VERSION = qw($Revision: 1.5 $) [1];

use Kernel::Config;
use Kernel::System::Encode;
use Kernel::System::Time;
use Kernel::System::Log;
use Kernel::System::Main;
use Kernel::System::DB;
use Kernel::System::Ticket;
use Kernel::System::User;
use Kernel::System::State;

use Date::Pcalc qw(Day_of_Week Day_of_Week_Abbreviation);

# common objects
my %CommonObject;
$CommonObject{ConfigObject} = Kernel::Config->new();
$CommonObject{EncodeObject} = Kernel::System::Encode->new(%CommonObject);
$CommonObject{LogObject}    = Kernel::System::Log->new(
    LogPrefix => 'OTRS-otrs.PendingJobs.pl',
    %CommonObject,
);
$CommonObject{MainObject}   = Kernel::System::Main->new(%CommonObject);
$CommonObject{TimeObject}   = Kernel::System::Time->new(%CommonObject);
$CommonObject{DBObject}     = Kernel::System::DB->new(%CommonObject);
$CommonObject{TicketObject} = Kernel::System::Ticket->new(%CommonObject);
$CommonObject{UserObject}   = Kernel::System::User->new(%CommonObject);
$CommonObject{StateObject}  = Kernel::System::State->new(%CommonObject);

# check args
my $Command = shift || '--help';
print "otrs.PendingJobs.pl <Revision $VERSION> - check pending tickets\n";
print "Copyright (C) 2001-2010 OTRS AG, http://otrs.org/\n";

# do ticket auto jobs
my @PendingAutoStateIDs = $CommonObject{StateObject}->StateGetStatesByType(
    Type   => 'PendingAuto',
    Result => 'ID',
);

if (@PendingAutoStateIDs) {

    # ask the database
    $CommonObject{DBObject}->Prepare(
        SQL => "SELECT st.id FROM ticket st WHERE "
            . " st.ticket_state_id IN ( ${\(join ', ', @PendingAutoStateIDs)} ) ",
    );

    # fetch the result
    my @TicketIDs;
    while ( my @Row = $CommonObject{DBObject}->FetchrowArray() ) {
        push @TicketIDs, $Row[0];
    }

    TICKETID:
    for my $TicketID (@TicketIDs) {

        # get ticket data
        my %Ticket = $CommonObject{TicketObject}->TicketGet(
            TicketID => $TicketID,
            UserID   => 1,
        );

        next TICKETID if $Ticket{UntilTime} >= 1;

        my %States = %{ $CommonObject{ConfigObject}->Get('Ticket::StateAfterPending') };

        # error handling
        if ( !$States{ $Ticket{State} } ) {
            print STDERR
                "ERROR: No Ticket::StateAfterPending found for '$Ticket{State}' in Kernel/Config.pm!\n";
            next TICKETID;
        }

        print STDOUT
            " Update ticket state for ticket $Ticket{TicketNumber} ($TicketID) to '$States{$Ticket{State}}'...";

        # set new state
        my $Success = $CommonObject{TicketObject}->StateSet(
            TicketID => $TicketID,
            State    => $States{ $Ticket{State} },
            UserID   => 1,
        );

        # error handling
        if ( !$Success ) {
            print STDOUT " failed.\n";
            next TICKETID;
        }

        if ( $States{ $Ticket{State} } =~ /^close/i ) {

            # set new ticket lock
            $CommonObject{TicketObject}->LockSet(
                TicketID     => $TicketID,
                Lock         => 'unlock',
                UserID       => 1,
                Notification => 0,
            );
        }
        print STDOUT " done.\n";
    }
}

# do ticket reminder notification jobs

# get pending states
my @PendingReminderStateIDs = $CommonObject{StateObject}->StateGetStatesByType(
    Type   => 'PendingReminder',
    Result => 'ID',
);

# check if pendig time has reached and send notification
if (@PendingReminderStateIDs) {

    # ask the database
    $CommonObject{DBObject}->Prepare(
        SQL => "SELECT st.tn, st.id, st.user_id FROM "
            . " ticket st, ticket_state tsd WHERE "
            . " st.ticket_state_id = tsd.id AND "
            . " st.ticket_state_id IN ( ${\(join ', ', @PendingReminderStateIDs)} ) ",
    );

    # fetch the result
    my @TicketIDs;
    while ( my @RowTmp = $CommonObject{DBObject}->FetchrowArray() ) {
        push @TicketIDs, $RowTmp[1];
    }

    TICKETID:
    for my $TicketID (@TicketIDs) {

        # get ticket data
        my %Ticket = $CommonObject{TicketObject}->TicketGet(
            TicketID => $TicketID,
            UserID   => 1,
        );

        # check if it is during bussines hours, then send escalation info
        my $CountedTime = $CommonObject{TimeObject}->WorkingTime(
            StartTime => $CommonObject{TimeObject}->SystemTime() - ( 30 * 60 ),
            StopTime => $CommonObject{TimeObject}->SystemTime(),
        );

        # error handling
        if ( !$CountedTime ) {
            if ( $CommonObject{Debug} ) {
                $CommonObject{LogObject}->Log(
                    Priority => 'debug',
                    Message =>
                        "Send not pending for Ticket $Ticket{TicketNumber}/$Ticket{TicketID} because currently no working hours!",
                );
            }
            next TICKETID;
        }

        next TICKETID if $Ticket{UntilTime} >= 1;

        # send the reminder to the ticket owner, if ticket is locked
        my @UserID;
        if (
            $CommonObject{ConfigObject}->Get('Ticket::PendingNotificationOnlyToOwner')
            || $Ticket{Lock} eq 'lock'
            )
        {
            @UserID = ( $Ticket{OwnerID} );
        }

        # send the reminder to all queue subscribers and owner, if ticket is unlocked
        else {
            @UserID = $CommonObject{TicketObject}->GetSubscribedUserIDsByQueueID(
                QueueID => $Ticket{QueueID},
            );
            push @UserID, $Ticket{OwnerID};
        }

        # add the responsible agent to the notification list
        if ( !$CommonObject{ConfigObject}->Get('Ticket::PendingNotificationNotToResponsible') ) {
            if ( $CommonObject{ConfigObject}->Get('Ticket::Responsible') ) {
                if ( $Ticket{ResponsibleID} ne 1 ) {
                    push @UserID, $Ticket{ResponsibleID};
                }
            }
        }

        # send the reminder notification
        print STDOUT " Send reminder notification (TicketID=$TicketID)\n";

        my %AlreadySent;
        USERID:
        for my $UserID (@UserID) {

            # remember if reminder got already sent
            next if $AlreadySent{$UserID};
            $AlreadySent{$UserID} = 1;

            # get user data
            my %Preferences = $CommonObject{UserObject}->GetUserData(
                UserID => $UserID,
            );

            # check if a reminder has already been sent today
            my ( $Sec, $Min, $Hour, $Day, $Month, $Year )
                = $CommonObject{TimeObject}->SystemTime2Date(
                SystemTime => $CommonObject{TimeObject}->SystemTime(),
                );

            # get ticket history
            my @Lines = $CommonObject{TicketObject}->HistoryGet(
                TicketID => $Ticket{TicketID},
                UserID   => 1,
            );

            my $Sent = 0;
            for my $Line (@Lines) {
                if (
                    $Line->{Name}          =~ /PendingReminder/
                    && $Line->{Name}       =~ /\Q$Preferences{UserEmail}\E/i
                    && $Line->{CreateTime} =~ /$Year-$Month-$Day/
                    )
                {
                    $Sent = 1;
                }
            }

            next USERID if $Sent;

            # send agent notification
            $CommonObject{TicketObject}->SendAgentNotification(
                TicketID              => $Ticket{TicketID},
                Type                  => 'PendingReminder',
                RecipientID           => $UserID,
                CustomerMessageParams => {
                    TicketNumber => $CommonObject{TicketObject}->TicketNumberLookup(
                        TicketID => $Ticket{TicketID}
                    ),
                },
                UserID => 1,
            );
        }
    }
}

exit(0);
