/**
* Create a User Request ticket from the basic information retrieved from an email
* @param string $sSenderEmail eMail address of the sender (From), used to lookup a contact in iTop
* @param string $sSubject eMail's subject, will be turned into the title of the ticket
* @param string $sBody Body of the email, will be fitted into the ticket's description
* @return UserRequest The created ticket, or null if the creation failed for some reason...
*/
function CreateTicket($sSenderEmail, $sSubject, $sBody)
{
$oTicket = null;
try {
$oContactSearch = new DBObjectSearch('Contact');
// Can be either a Person or a Team, but must be a valid Contact
$oContactSearch->AddCondition('email', $sSenderEmail, '=');
$oSet = new DBObjectSet($oContactSearch);
if ($oSet->Count() == 1) {
$oContact = $oSet->Fetch();
$oOrganization = MetaModel::GetObject('Organization', $oContact->Get('org_id'));
$oTicket = new UserRequest();
$oTicket->Set('title', $sSubject);
$oTicket->Set('description', $sBody);
$oTicket->Set('org_id', $oOrganization->GetKey());
$oTicket->Set('caller_id', $oContact->GetKey());
$oTicket->Set('impact', DEFAULT_IMPACT);
$oTicket->Set('urgency', DEFAULT_URGENCY);
$oTicket->Set('product', DEFAULT_PRODUCT);
$oTicket->Set('service_id', DEFAULT_SERVICE_ID);
// Can be replaced by a search for a valid service for this 'org_id'
$oTicket->Set('servicesubcategory_id', DEFAULT_SUBSERVICE_ID);
// Same as above...
$oTicket->Set('workgroup_id', DEFAULT_WORKGROUP_ID);
// Same as above...
// Record the change information about the object
$oMyChange = MetaModel::NewObject("CMDBChange");
$oMyChange->Set("date", time());
$sUserString = $oContact->GetName() . ', submitted by email';
$oMyChange->Set("userinfo", $sUserString);
$iChangeId = $oMyChange->DBInsert();
$oTicket->DBInsertTracked($oMyChange);
} else {
echo "No contact found in iTop having the email: {$sSenderEmail}, email message ignored.\n";
}
} catch (Exception $e) {
echo "Error: exception " . $e->getMessage();
$oTicket = null;
}
return $oTicket;
}
