/**
* Create new Incident in CP using the Service Request data
* @return null
*/
private function createIncidentBasedOnSRForSiebel()
{
\RightNow\Libraries\AbuseDetection::check($this->input->post('f_tok'));
$data = json_decode($this->input->post('form'));
if (!$data) {
header("HTTP/1.1 400 Bad Request");
// Pad the error message with spaces so IE will actually display it instead of a misleading, but pretty, error message.
\RightNow\Utils\Framework::writeContentWithLengthAndExit(json_encode(\RightNow\Utils\Config::getMessage(END_REQS_BODY_REQUESTS_FORMATTED_MSG)) . str_repeat("\n", 512));
}
// get srID from hidden Incident CustomField siebel_sr_id
$srID = null;
foreach ($data as $field) {
if ($field->name === 'Incident.CustomFields.Accelerator.siebel_sr_id') {
$srID = $field->value;
break;
}
}
if ($srID === null) {
$this->log->error('srID is NULL', __METHOD__, array(null, $this->contact));
return;
}
// get SR from session by srID
$sessionKey = 'sr_' . $srID;
$srDetail = $this->session->getSessionData($sessionKey);
if (!$srDetail) {
$getSRResult = $this->model('custom/SiebelServiceRequest')->getSRDetailByID($srID);
$srDetail = $getSRResult->result;
}
// set extra Incident fields used the value of SR
$data[] = (object) array('name' => 'Incident.Subject', 'value' => $srDetail['ABSTRACT']);
$data[] = (object) array('name' => 'Incident.CustomFields.Accelerator.siebel_sr_num', 'value' => $srDetail['SRNUMBER']);
$data[] = (object) array('name' => 'Incident.CustomFields.Accelerator.siebel_serial_number', 'value' => $srDetail['SERIALNUMBER']);
if ($srDetail['PRODUCTID']) {
if ($rnProduct = $this->utility->getProductByPartNumber($srDetail['PRODUCTID'])) {
$data[] = (object) array('name' => 'Incident.Product', 'value' => $rnProduct['ID']);
} else {
$data[] = (object) array('name' => 'Incident.CustomFields.Accelerator.cp_siebel_product_validation', 'value' => "Service Request Product '{$srDetail['PRODUCT']}' can't be found in RightNow");
}
}
// create the Incident by calling the sendFrom function in CP core
$incidentID = $this->input->post('i_id');
$smartAssistant = $this->input->post('smrt_asst');
echo $this->model('Field')->sendForm($data, intval($incidentID), $smartAssistant === 'true')->toJson();
}
/**
* Handle the request to create a new Incident in CP using SR data
* @return null
*/
private function sendFormToCreateIncidentToLinkWithSRForEbs()
{
\RightNow\Libraries\AbuseDetection::check($this->input->post('f_tok'));
$data = json_decode($this->input->post('form'));
if (!$data) {
header('HTTP/1.1 400 Bad Request');
// Pad the error message with spaces so IE will actually display it instead of a misleading, but pretty, error message.
\RightNow\Utils\Framework::writeContentWithLengthAndExit(json_encode(\RightNow\Utils\Config::getMessage(END_REQS_BODY_REQUESTS_FORMATTED_MSG)) . str_repeat('\\n', 512));
}
// get srID from the hidden Incident Custom Field 'ebs_sr_id'
$srID = null;
foreach ($data as $field) {
if ($field->name === 'Incident.CustomFields.Accelerator.ebs_sr_id') {
$srID = $field->value;
break;
}
}
if ($srID === null) {
$this->log->error('ebs_sr_id is null', __METHOD__, array(null, $this->contact));
return;
}
// get SR from session by srID
$sessionKey = 'sr_' . $srID;
$srDetail = $this->session->getSessionData($sessionKey);
if (!$srDetail) {
$getSRResult = $this->model('custom/EbsServiceRequest')->getSRDetailByID($srID);
if ($getSRResult->error) {
$this->log->error("Unable to get SR#{$srID}", __METHOD__, array(null, $this->contact));
return null;
}
$srDetail = $getSRResult->result;
}
// set extra Incident fields used the value from SR
$data[] = (object) array('name' => 'Incident.Subject', 'value' => $srDetail['SUMMARY']);
$data[] = (object) array('name' => 'Incident.CustomFields.Accelerator.ebs_sr_num', 'value' => $srDetail['INCIDENT_NUMBER']);
$data[] = (object) array('name' => 'Incident.CustomFields.Accelerator.ebs_serial_number', 'value' => $srDetail['SERIAL_NUMBER']);
$data[] = (object) array('name' => 'Incident.CustomFields.Accelerator.ebs_sr_owner_id', 'value' => $srDetail['SR_OWNER_ID']);
if ($srDetail['PRODUCT']) {
if ($rnProduct = $this->utility->getProductByPartNumber($srDetail['PRODUCT'])) {
$data[] = (object) array('name' => 'Incident.Product', 'value' => $rnProduct['ID']);
} else {
$data[] = (object) array('name' => 'Incident.CustomFields.Accelerator.cp_ebs_product_validation', 'value' => "Service Request Product '{$srDetail['PRODUCT']}' can't be found in RightNow");
}
}
// add SR request type
$srTypeMapping = $this->model('custom/ExtIntegrationConfigVerb')->getExtRequestTypeMapping();
if ($srTypeMapping === null) {
$this->log->error('Unable to get request type mapping from Config Verb', __METHOD__, array(null, $this->contact));
return;
}
$srRequestType = $srDetail['INCIDENT_TYPE_ID'];
foreach ($srTypeMapping as $type) {
if (intval($type['sr_type_id']) === intval($srRequestType)) {
$data[] = (object) array('name' => 'Incident.CustomFields.Accelerator.ebs_sr_request_type', 'value' => $type['inc_type_id']);
break;
}
}
// create the Incident in RNW
$incidentID = $this->input->post('i_id');
$smartAssistant = $this->input->post('smrt_asst');
echo $this->model('Field')->sendForm($data, intval($incidentID), $smartAssistant === 'true')->toJson();
}