/**
* Get Service Request by ID.
* If SR is cached, get from cache directly,
* otherwise, fetch SR from EBS by sending a cURL request.
* Save the SR in the in-process cache to avoid sending multiple requests to EBS.
* Save the SR in the session for incident creation usage.
* @param int $srID Service Request ID
* @return RNCPHP\RNObject Get SR result
*/
function getSRDetailByID($srID)
{
if ($srID === null) {
return $this->getResponseObject(null, null, 'Error occurs when getSRbyID :: invalid sr_id');
}
// check if the SR has been cached in the in-process cache
// If cached, save it in the session and return the SR
$cacheKey = 'sr_' . $srID;
$srDetail = \RightNow\Utils\Framework::checkCache($cacheKey);
if ($srDetail) {
return $this->getResponseObject($srDetail, 'is_array');
}
// if not cachaed, send request to EBS server to get the SR,
// and save in session and cache
$extObj = 'service_request_detail';
$extAction = 'read';
$requestParams = array('srID' => $srID);
$requestEntries = null;
$responseFields = array('INCIDENT_NUMBER', 'INCIDENT_ID', 'SUMMARY', 'INCIDENT_TYPE', 'INCIDENT_TYPE_ID', 'INCIDENT_STATUS', 'INCIDENT_STATUS_ID', 'INCIDENT_SEVERITY', 'INCIDENT_SEVERITY_ID', 'CREATION_DATE', 'OBJECT_VERSION_NUMBER', 'SR_OWNER_ID', 'CUSTOMER_TYPE', 'SERIAL_NUMBER', 'PRODUCT', 'CUSTOMER_ID', 'CUSTOMER_PRODUCT_ID', 'INVENTORY_ORG_ID', 'EXTATTRIBUTE13', 'EXTATTRIBUTE14', 'EXTATTRIBUTE15', 'CONTACT_PARTY_ID');
$errorFields = array('FAULTSTRING', 'X_MSG_DATA');
// send curl request
$getSRResult = $this->CI->model('custom/EbsApi')->sendSoapRequest($this->extConfigVerb, $extObj, $extAction, null, $this->contact, $requestParams, $requestEntries, $responseFields, $errorFields);
// check the result. if success, save SR in the in-process cache and the session
if ($getSRResult->error === null) {
\RightNow\Utils\Framework::setCache($cacheKey, $getSRResult->result, true);
$sessionKey = $cacheKey;
$this->CI->session->setSessionData(array($sessionKey => $getSRResult->result));
}
return $getSRResult;
}
/**
* Get Service Request by ID
* If SR is cached, get from cache directly,
* otherwise, fetch SR from Siebel by sending a curl request.
* Save the SR in the in-process cache to avoid send multiple requests to Siebel.
* Save the SR in the session for incident creation usage.
* @param int $srID Service Request ID
* @return RNCPHP\RNObject Get SR result
*/
function getSRDetailByID($srID)
{
if ($srID === null) {
return $this->getResponseObject(null, null, 'Error occurs when getSRbyID :: invalid sr_id');
}
// check if the SR has been cached in the in-process cache
// If cached, save it in the session and return the SR.
$cacheKey = 'sr_' . $srID;
$srDetail = \RightNow\Utils\Framework::checkCache($cacheKey);
if ($srDetail) {
return $this->getResponseObject($srDetail, 'is_array');
}
// if not cachaed, send request to Siebel server to get the SR,
// and save in the session and cache
$extObj = 'service_request_detail';
$extAction = 'read';
$requestParams = array('srID' => $srID);
$requestFieldData = array('Id', 'Created', 'Abstract', 'ContactId', 'CustomerProductId', 'DefaultStatus', 'Description', 'OwnedById', 'Owner', 'Product', 'ProductId', 'SRNumber', 'SRType', 'SerialNumber', 'Severity', 'Status', 'Type', 'IntegrationId');
$responseFields = $requestFieldData;
$errorFields = array('FAULTSTRING', 'X_MSG_DATA');
// send curl request
$getSRResult = $this->CI->model('custom/SiebelApi')->sendSoapRequest($this->extConfigVerb, $extObj, $extAction, null, $this->contact, $requestParams, $requestFieldData, $responseFields, $errorFields);
// check the result. if success, save SR in the in-process cache and the session
if ($getSRResult->error === null) {
\RightNow\Utils\Framework::setCache($cacheKey, $getSRResult->result, true);
$sessionKey = $cacheKey;
$this->CI->session->setSessionData(array($sessionKey => $getSRResult->result));
}
return $getSRResult;
}
/**
* Create new Incident in CP using the Service Request data
* @return null
*/
private function createIncidentBasedOnSRForSiebel()
{
\RightNow\Libraries\AbuseDetection::check($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), $smartAssistant === 'true')->toJson();
}
<div class="rn_Padding">
<div id="rn_PageContent" class="rn_Overview">
<h2 class="rn_HeadingBar">#rn:msg:REGISTERED_PRODUCT_LBL#</h2>
<div id="rn_AdditionalInfo">
<rn:widget path="output/DataDisplay" name="Asset.Name" label="#rn:msg:NAME_LBL#"/>
<rn:widget path="output/DataDisplay" name="Asset.Product" label="#rn:msg:PRODUCT_LBL#"/>
<rn:widget path="output/DataDisplay" name="Asset.SerialNumber" label="#rn:msg:SERIAL_NUMBER_LBL#"/>
<rn:widget path="output/DataDisplay" name="Asset.PurchasedDate" label="#rn:msg:PURCHASED_DATE_LBL#"/>
<rn:widget path="output/DataDisplay" name="Asset.InstalledDate" label="#rn:msg:INSTALLED_DATE_LBL#"/>
<rn:widget path="output/DataDisplay" name="Asset.RetiredDate" label="#rn:msg:RETIRED_DATE_LBL#"/>
<rn:widget path="output/DataDisplay" name="Asset.StatusWithType.Status" label="#rn:msg:STATUS_LBL#"/>
<rn:widget path="output/DataDisplay" name="Asset.Description" label="#rn:msg:DESCRIPTION_LBL#"/>
</div>
<div class="rn_Questions">
<?php
if (\RightNow\Utils\Framework::isContactAllowedToUpdateAsset()) {
?>
<a class="rn_Questions" href="/app/account/assets/update_registered_product/asset_id/#rn:url_param_value:asset_id#/">#rn:msg:EDIT_REGISTERED_PRODUCT_CMD#</a><br/>
<?php
}
?>
</div>
<h2 class="rn_HeadingBar">#rn:msg:QUESTIONS_LBL#</h2>
<div class="rn_Questions">
<rn:container report_id="230" per_page="10">
<rn:widget path="reports/ResultInfo"/>
<rn:widget path="reports/Grid" label_caption="<span class='rn_ScreenReaderOnly'>#rn:msg:YOUR_RECENTLY_SUBMITTED_QS_UC_LBL#</span>"/>
<rn:widget path="reports/Paginator"/>
</rn:container>
<a href="/app/ask/Incident.Asset/#rn:url_param_value:asset_id#/Incident.Product/<rn:field name="Asset.Product.ServiceProduct.ID"/>"/>#rn:msg:ASK_QUESTION_HDG#</a><br/>
<rn:meta title="#rn:msg:ERROR_LBL#" template="standard.php" login_required="false" />
<?php
list($errorTitle, $errorMessage) = \RightNow\Utils\Framework::getErrorMessageFromCode(\RightNow\Utils\Url::getParameter('error_id'));
?>
<div id="rn_PageTitle" class="rn_ErrorPage">
<h1><?php
echo $errorTitle;
?>
</h1>
</div>
<div id="rn_PageContent" class="rn_ErrorPage">
<div class="rn_Padding">
<p><?php
echo $errorMessage;
?>
</p>
</div>
</div>
private function verifyFormToken($tokenName = 'f_tok', $tokenSeed = 0)
{
if (!Framework::isValidSecurityToken($this->CI->input->post($tokenName), $tokenSeed)) {
return $this->getResponseObject(array('redirectOverride' => '/app/error/error_id/5', 'sessionParam' => \RightNow\Utils\Url::sessionParameter()), 'is_array', Config::getMessage(FORM_SUBMISSION_TOKEN_MATCH_EXP_LBL));
}
}
list($errorTitle, $errorMessage) = array("Permission Denied", "An illegal value was received for the parameter 'sr_id'");
break;
case 11:
// EBS server error
list($errorTitle, $errorMessage) = array("EBS Server Error", "There has been an error communicating with EBS");
break;
case 12:
// contact_party_id and/or contact_org_id not provided
list($errorTitle, $errorMessage) = array("Permission Denied", "Please set EBS Contact Party ID and/or EBS Contact Org ID first.");
break;
case 13:
// configuration error
list($errorTitle, $errorMessage) = array("Configuration Error", 'Invalid configuration setting for CUSTOM_CFG_Accel_' . 'Ext_Integrations');
break;
default:
list($errorTitle, $errorMessage) = \RightNow\Utils\Framework::getErrorMessageFromCode($errorID);
break;
}
?>
<div class="rn_Hero">
<div class="rn_Container">
<h1><?php
echo $errorTitle;
?>
</h1>
</div>
</div>
<div class="rn_PageContent rn_ErrorPage rn_Container">
<p><?php
echo $errorMessage;
?>
/**
* Handle the request to create a new Incident in CP using SR data
* @return null
*/
private function sendFormToCreateIncidentToLinkWithSRForEbs()
{
\RightNow\Libraries\AbuseDetection::check($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), $smartAssistant === 'true')->toJson();
}
<span class="rn_DataLabel"> <?php
echo \RightNow\Utils\Config::getMessage(FILE_ATTACHMENTS_LBL);
?>
</span>
<div class="rn_DataValue rn_FileList">
<ul>
<?php
foreach ($answer->FileAttachments as $attachment) {
?>
<li>
<a href="<?php
echo $attachment->URL . '/' . $attachment->CreatedTime . \RightNow\Utils\Url::sessionParameter();
?>
" target="_blank">
<?php
echo \RightNow\Utils\Framework::getIcon($attachment->FileName);
?>
<?php
echo $attachment->FileName;
?>
</a>
</li>
<?php
}
?>
</ul>
</div>
<?php
}
?>
</div>
public function create($productID, array $formData, $serialNumber)
{
if (!Framework::isValidID($productID)) {
return $this->getResponseObject(null, null, Config::getMessage(INVALID_ID_SALES_PRODUCT_COLON_LBL));
}
//$resultSet = Connect\ROQL::queryObject(sprintf("SELECT SalesProduct FROM SalesProduct WHERE ID = %d And Disabled != 1 And Attributes.IsServiceProduct = 1 And Attributes.HasSerialNumber != 1 And AdminVisibleInterfaces.ID = curInterface()", $productID))->next();
$resultSet = Connect\ROQL::queryObject(sprintf("SELECT SalesProduct FROM SalesProduct WHERE ID = %d And Disabled != 1 And Attributes.IsServiceProduct = 1 And AdminVisibleInterfaces.ID = curInterface()", $productID))->next();
if (!($salesProduct = $resultSet->next())) {
return $this->getResponseObject(null, null, Config::getMessage(INVALID_ID_SALES_PRODUCT_COLON_LBL));
}
$asset = $this->getBlank()->result;
if ($contact = $this->getContact()) {
$asset->Contact = $contact->ID;
} else {
return $this->getResponseObject(null, null, Config::getMessage(CONTACT_IS_NOT_LOGGED_IN_MSG));
}
if ($asset->Contact->Organization) {
$asset->Organization = $asset->Contact->Organization->ID;
}
$errors = $warnings = array();
foreach ($formData as $name => $field) {
if (!\RightNow\Utils\Text::beginsWith($name, 'Asset')) {
continue;
}
$fieldName = explode('.', $name);
try {
//Get the metadata about the field we're trying to set. In order to do that we have to
//populate some of the sub-objects on the record. We don't want to touch the existing
//record at all, so instead we'll just pass in a dummy instance.
list(, $fieldMetaData) = ConnectUtil::getObjectField($fieldName, $this->getBlank()->result);
} catch (\Exception $e) {
$warnings[] = $e->getMessage();
continue;
}
if (\RightNow\Utils\Validation::validate($field, $name, $fieldMetaData, $errors)) {
$field->value = ConnectUtil::castValue($field->value, $fieldMetaData);
if ($setFieldError = $this->setFieldValue($asset, $name, $field->value)) {
$errors[] = $setFieldError;
}
}
}
if ($productID !== null && ($setFieldError = $this->setFieldValue($asset, "Asset.Product", $productID))) {
$errors[] = $setFieldError;
}
if ($serialNumber !== null && ($setFieldError = $this->setFieldValue($asset, "Asset.SerialNumber", $serialNumber))) {
$errors[] = $setFieldError;
}
if ($errors) {
return $this->getResponseObject(null, null, $errors);
}
try {
$asset = parent::createObject($asset, SRC2_EU_ASSET);
} catch (\Exception $e) {
$asset = $e->getMessage();
}
if (!is_object($asset)) {
return $this->getResponseObject(null, null, $asset);
}
return $this->getResponseObject($asset, 'is_object', null, $warnings);
}
