Prima importazione
This commit is contained in:
@@ -0,0 +1,106 @@
|
||||
const express = require('express');
|
||||
const router = express.Router();
|
||||
const pool = require('../db');
|
||||
|
||||
// GET /api/dashboard/stats — Dashboard statistics
|
||||
router.get('/stats', async (req, res) => {
|
||||
try {
|
||||
// All queries in parallel for speed
|
||||
const [
|
||||
byState,
|
||||
byPriority,
|
||||
byQueue,
|
||||
todayCount,
|
||||
weekCount,
|
||||
totalOpen,
|
||||
recentTickets,
|
||||
escalated,
|
||||
] = await Promise.all([
|
||||
// Tickets by state (only open-ish states)
|
||||
pool.query(
|
||||
`SELECT ts.name AS state, tst.name AS state_type, COUNT(*) AS count
|
||||
FROM ticket t
|
||||
JOIN ticket_state ts ON t.ticket_state_id = ts.id
|
||||
JOIN ticket_state_type tst ON ts.type_id = tst.id
|
||||
WHERE tst.name IN ('new', 'open', 'pending reminder', 'pending auto')
|
||||
GROUP BY ts.name, tst.name
|
||||
ORDER BY count DESC`
|
||||
),
|
||||
// Tickets by priority (open only)
|
||||
pool.query(
|
||||
`SELECT tp.name AS priority, tp.color, COUNT(*) AS count
|
||||
FROM ticket t
|
||||
JOIN ticket_priority tp ON t.ticket_priority_id = tp.id
|
||||
JOIN ticket_state ts ON t.ticket_state_id = ts.id
|
||||
JOIN ticket_state_type tst ON ts.type_id = tst.id
|
||||
WHERE tst.name IN ('new', 'open', 'pending reminder', 'pending auto')
|
||||
GROUP BY tp.name, tp.color, tp.id
|
||||
ORDER BY tp.id`
|
||||
),
|
||||
// Tickets by queue (open only, top 10)
|
||||
pool.query(
|
||||
`SELECT q.name AS queue, COUNT(*) AS count
|
||||
FROM ticket t
|
||||
JOIN queue q ON t.queue_id = q.id
|
||||
JOIN ticket_state ts ON t.ticket_state_id = ts.id
|
||||
JOIN ticket_state_type tst ON ts.type_id = tst.id
|
||||
WHERE tst.name IN ('new', 'open', 'pending reminder', 'pending auto')
|
||||
GROUP BY q.name
|
||||
ORDER BY count DESC
|
||||
LIMIT 10`
|
||||
),
|
||||
// Created today
|
||||
pool.query(
|
||||
`SELECT COUNT(*) AS count FROM ticket
|
||||
WHERE create_time >= CURRENT_DATE`
|
||||
),
|
||||
// Created this week
|
||||
pool.query(
|
||||
`SELECT COUNT(*) AS count FROM ticket
|
||||
WHERE create_time >= date_trunc('week', CURRENT_DATE)`
|
||||
),
|
||||
// Total open
|
||||
pool.query(
|
||||
`SELECT COUNT(*) AS count
|
||||
FROM ticket t
|
||||
JOIN ticket_state ts ON t.ticket_state_id = ts.id
|
||||
JOIN ticket_state_type tst ON ts.type_id = tst.id
|
||||
WHERE tst.name IN ('new', 'open', 'pending reminder', 'pending auto')`
|
||||
),
|
||||
// 10 most recent tickets
|
||||
pool.query(
|
||||
`SELECT t.id, t.tn, t.title, ts.name AS state_name,
|
||||
tp.name AS priority_name, tp.color AS priority_color,
|
||||
q.name AS queue_name, t.create_time
|
||||
FROM ticket t
|
||||
JOIN ticket_state ts ON t.ticket_state_id = ts.id
|
||||
JOIN ticket_priority tp ON t.ticket_priority_id = tp.id
|
||||
JOIN queue q ON t.queue_id = q.id
|
||||
ORDER BY t.create_time DESC
|
||||
LIMIT 10`
|
||||
),
|
||||
// Escalated tickets
|
||||
pool.query(
|
||||
`SELECT COUNT(*) AS count FROM ticket
|
||||
WHERE escalation_time > 0
|
||||
AND escalation_time < EXTRACT(EPOCH FROM NOW())`
|
||||
),
|
||||
]);
|
||||
|
||||
res.json({
|
||||
by_state: byState.rows,
|
||||
by_priority: byPriority.rows,
|
||||
by_queue: byQueue.rows,
|
||||
created_today: parseInt(todayCount.rows[0].count),
|
||||
created_this_week: parseInt(weekCount.rows[0].count),
|
||||
total_open: parseInt(totalOpen.rows[0].count),
|
||||
recent_tickets: recentTickets.rows,
|
||||
escalated: parseInt(escalated.rows[0].count),
|
||||
});
|
||||
} catch (err) {
|
||||
console.error('Error fetching dashboard stats:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
module.exports = router;
|
||||
@@ -0,0 +1,312 @@
|
||||
const express = require('express');
|
||||
const router = express.Router();
|
||||
const pool = require('../db');
|
||||
|
||||
// Helper for OTRS CE GenericInterface REST API calls
|
||||
async function otrsRequest(method, path, bodyData = {}) {
|
||||
const OTRS_API_USER = process.env.OTRS_API_USER;
|
||||
const OTRS_API_PASSWORD = process.env.OTRS_API_PASSWORD;
|
||||
const OTRS_API_URL = process.env.OTRS_API_URL;
|
||||
|
||||
if (!OTRS_API_URL || !OTRS_API_USER) {
|
||||
return null;
|
||||
}
|
||||
const url = `${OTRS_API_URL.replace(/\/$/, '')}${path.startsWith('/') ? path : '/' + path}`;
|
||||
const payload = {
|
||||
UserLogin: OTRS_API_USER,
|
||||
Password: OTRS_API_PASSWORD,
|
||||
...bodyData
|
||||
};
|
||||
const response = await fetch(url, {
|
||||
method,
|
||||
headers: { 'Content-Type': 'application/json' },
|
||||
body: JSON.stringify(payload)
|
||||
});
|
||||
if (!response.ok) {
|
||||
const errorText = await response.text();
|
||||
throw new Error(`OTRS REST API error (${response.status}): ${errorText}`);
|
||||
}
|
||||
return await response.json();
|
||||
}
|
||||
|
||||
|
||||
// GET /api/queues — Active queues
|
||||
router.get('/queues', async (req, res) => {
|
||||
try {
|
||||
const result = await pool.query(
|
||||
`SELECT q.id, q.name, q.comments
|
||||
FROM queue q
|
||||
WHERE q.valid_id = 1
|
||||
ORDER BY q.name`
|
||||
);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error fetching queues:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// GET /api/states — Ticket states with state type
|
||||
router.get('/states', async (req, res) => {
|
||||
try {
|
||||
const result = await pool.query(
|
||||
`SELECT ts.id, ts.name, tst.name AS type_name
|
||||
FROM ticket_state ts
|
||||
JOIN ticket_state_type tst ON ts.type_id = tst.id
|
||||
WHERE ts.valid_id = 1
|
||||
ORDER BY ts.id`
|
||||
);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error fetching states:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// GET /api/priorities — Ticket priorities
|
||||
router.get('/priorities', async (req, res) => {
|
||||
try {
|
||||
const result = await pool.query(
|
||||
`SELECT id, name, color
|
||||
FROM ticket_priority
|
||||
WHERE valid_id = 1
|
||||
ORDER BY id`
|
||||
);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error fetching priorities:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// GET /api/users — Active agents/operators
|
||||
router.get('/users', async (req, res) => {
|
||||
try {
|
||||
const result = await pool.query(
|
||||
`SELECT id, login, first_name, last_name, title
|
||||
FROM users
|
||||
WHERE valid_id = 1
|
||||
ORDER BY last_name, first_name`
|
||||
);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error fetching users:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// GET /api/types — Ticket types
|
||||
router.get('/types', async (req, res) => {
|
||||
try {
|
||||
const result = await pool.query(
|
||||
`SELECT id, name
|
||||
FROM ticket_type
|
||||
WHERE valid_id = 1
|
||||
ORDER BY name`
|
||||
);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error fetching types:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// GET /api/lock-types — Ticket lock types
|
||||
router.get('/lock-types', async (req, res) => {
|
||||
try {
|
||||
const result = await pool.query(
|
||||
`SELECT id, name FROM ticket_lock_type WHERE valid_id = 1 ORDER BY id`
|
||||
);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error fetching lock types:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// GET /api/customer-companies/search — Search customer companies
|
||||
router.get('/customer-companies/search', async (req, res) => {
|
||||
try {
|
||||
const { q } = req.query;
|
||||
if (!q) {
|
||||
return res.json([]);
|
||||
}
|
||||
const searchTerm = `%${q}%`;
|
||||
const result = await pool.query(
|
||||
`SELECT customer_id, name
|
||||
FROM customer_company
|
||||
WHERE valid_id = 1 AND (
|
||||
customer_id ILIKE $1 OR
|
||||
name ILIKE $1
|
||||
)
|
||||
ORDER BY name
|
||||
LIMIT 20`,
|
||||
[searchTerm]
|
||||
);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error searching customer companies:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// GET /api/customer-users/search — Search customer users
|
||||
router.get('/customer-users/search', async (req, res) => {
|
||||
try {
|
||||
const { q, customer_company_id } = req.query;
|
||||
if (!q) {
|
||||
return res.json([]);
|
||||
}
|
||||
|
||||
// Try OTRS API first if configured
|
||||
const OTRS_API_URL = process.env.OTRS_API_URL;
|
||||
const OTRS_API_USER = process.env.OTRS_API_USER;
|
||||
if (OTRS_API_URL && OTRS_API_USER) {
|
||||
try {
|
||||
const searchParams = {
|
||||
Search: `*${q}*`,
|
||||
Valid: 1
|
||||
};
|
||||
if (customer_company_id) {
|
||||
searchParams.CustomerID = customer_company_id;
|
||||
}
|
||||
|
||||
const searchRes = await otrsRequest('POST', '/CustomerUserSearch', searchParams);
|
||||
let logins = [];
|
||||
if (searchRes) {
|
||||
if (Array.isArray(searchRes.CustomerUserID)) {
|
||||
logins = searchRes.CustomerUserID;
|
||||
} else if (searchRes.Data && Array.isArray(searchRes.Data.CustomerUserID)) {
|
||||
logins = searchRes.Data.CustomerUserID;
|
||||
} else if (Array.isArray(searchRes)) {
|
||||
logins = searchRes;
|
||||
}
|
||||
}
|
||||
|
||||
if (logins.length > 0) {
|
||||
// Limit to top 20 logins to avoid rate/performance issues
|
||||
const limitedLogins = logins.slice(0, 20);
|
||||
const detailPromises = limitedLogins.map(async (login) => {
|
||||
try {
|
||||
const detailRes = await otrsRequest('POST', '/CustomerUserGet', { UserLogin: login });
|
||||
const userObj = detailRes?.CustomerUser;
|
||||
if (userObj) {
|
||||
return {
|
||||
login: userObj.UserLogin || login,
|
||||
email: userObj.UserEmail || '',
|
||||
first_name: userObj.UserFirstname || '',
|
||||
last_name: userObj.UserLastname || '',
|
||||
customer_id: userObj.UserCustomerID || ''
|
||||
};
|
||||
}
|
||||
} catch (err) {
|
||||
console.error(`Error fetching details for user ${login}:`, err.message);
|
||||
}
|
||||
return null;
|
||||
});
|
||||
|
||||
const details = await Promise.all(detailPromises);
|
||||
const validUsers = details.filter(u => u !== null);
|
||||
if (validUsers.length > 0) {
|
||||
return res.json(validUsers);
|
||||
}
|
||||
}
|
||||
} catch (apiErr) {
|
||||
console.warn('OTRS CustomerUserSearch API request failed, falling back to local DB:', apiErr.message);
|
||||
}
|
||||
}
|
||||
|
||||
// Fallback: local DB query
|
||||
const searchTerm = `%${q}%`;
|
||||
let queryText = `
|
||||
SELECT login, email, first_name, last_name, customer_id
|
||||
FROM customer_user
|
||||
WHERE valid_id = 1 AND (
|
||||
login ILIKE $1 OR
|
||||
email ILIKE $1 OR
|
||||
first_name ILIKE $1 OR
|
||||
last_name ILIKE $1
|
||||
)
|
||||
`;
|
||||
const queryParams = [searchTerm];
|
||||
|
||||
if (customer_company_id) {
|
||||
queryText += ` AND customer_id = $2`;
|
||||
queryParams.push(customer_company_id);
|
||||
}
|
||||
|
||||
queryText += ` ORDER BY last_name, first_name LIMIT 20`;
|
||||
|
||||
const result = await pool.query(queryText, queryParams);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error searching customer users:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// GET /api/agents/search — Search active agents
|
||||
router.get('/agents/search', async (req, res) => {
|
||||
try {
|
||||
const { q } = req.query;
|
||||
const searchTerm = q ? `%${q}%` : '%';
|
||||
const result = await pool.query(
|
||||
`SELECT id, login, first_name, last_name
|
||||
FROM users
|
||||
WHERE valid_id = 1 AND (
|
||||
login ILIKE $1 OR
|
||||
first_name ILIKE $1 OR
|
||||
last_name ILIKE $1
|
||||
)
|
||||
ORDER BY last_name, first_name
|
||||
LIMIT 20`,
|
||||
[searchTerm]
|
||||
);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error searching agents:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// GET /api/queues/search — Search active queues
|
||||
router.get('/queues/search', async (req, res) => {
|
||||
try {
|
||||
const { q } = req.query;
|
||||
const searchTerm = q ? `%${q}%` : '%';
|
||||
const result = await pool.query(
|
||||
`SELECT id, name
|
||||
FROM queue
|
||||
WHERE valid_id = 1 AND name ILIKE $1
|
||||
ORDER BY name
|
||||
LIMIT 20`,
|
||||
[searchTerm]
|
||||
);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error searching queues:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// GET /api/states/search — Search active ticket states
|
||||
router.get('/states/search', async (req, res) => {
|
||||
try {
|
||||
const { q } = req.query;
|
||||
const searchTerm = q ? `%${q}%` : '%';
|
||||
const result = await pool.query(
|
||||
`SELECT id, name
|
||||
FROM ticket_state
|
||||
WHERE valid_id = 1 AND name ILIKE $1
|
||||
ORDER BY name
|
||||
LIMIT 20`,
|
||||
[searchTerm]
|
||||
);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error searching states:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
module.exports = router;
|
||||
@@ -0,0 +1,868 @@
|
||||
const express = require('express');
|
||||
const router = express.Router();
|
||||
const pool = require('../db');
|
||||
|
||||
// Helper for OTRS CE GenericInterface REST API calls
|
||||
async function otrsRequest(method, path, bodyData = {}) {
|
||||
const OTRS_API_USER = process.env.OTRS_API_USER;
|
||||
const OTRS_API_PASSWORD = process.env.OTRS_API_PASSWORD;
|
||||
const OTRS_API_URL = process.env.OTRS_API_URL;
|
||||
|
||||
if (!OTRS_API_URL || !OTRS_API_USER) {
|
||||
return null;
|
||||
}
|
||||
const url = `${OTRS_API_URL}${path}`;
|
||||
const payload = {
|
||||
UserLogin: OTRS_API_USER,
|
||||
Password: OTRS_API_PASSWORD,
|
||||
...bodyData
|
||||
};
|
||||
const response = await fetch(url, {
|
||||
method,
|
||||
headers: { 'Content-Type': 'application/json' },
|
||||
body: JSON.stringify(payload)
|
||||
});
|
||||
if (!response.ok) {
|
||||
const errorText = await response.text();
|
||||
throw new Error(`OTRS REST API error (${response.status}): ${errorText}`);
|
||||
}
|
||||
return await response.json();
|
||||
}
|
||||
|
||||
|
||||
// ============================================================
|
||||
// GET /api/tickets — List tickets with filters & pagination
|
||||
// ============================================================
|
||||
router.get('/', async (req, res) => {
|
||||
try {
|
||||
const {
|
||||
queue_id, state_id, priority_id, user_id, type_id,
|
||||
search, sort_by = 'create_time', sort_dir = 'DESC',
|
||||
page = 1, per_page = 50
|
||||
} = req.query;
|
||||
|
||||
const conditions = [];
|
||||
const params = [];
|
||||
let paramIdx = 1;
|
||||
|
||||
if (queue_id) {
|
||||
conditions.push(`t.queue_id = $${paramIdx++}`);
|
||||
params.push(parseInt(queue_id));
|
||||
}
|
||||
if (state_id) {
|
||||
conditions.push(`t.ticket_state_id = $${paramIdx++}`);
|
||||
params.push(parseInt(state_id));
|
||||
}
|
||||
if (priority_id) {
|
||||
conditions.push(`t.ticket_priority_id = $${paramIdx++}`);
|
||||
params.push(parseInt(priority_id));
|
||||
}
|
||||
if (user_id) {
|
||||
conditions.push(`t.user_id = $${paramIdx++}`);
|
||||
params.push(parseInt(user_id));
|
||||
}
|
||||
if (type_id) {
|
||||
conditions.push(`t.type_id = $${paramIdx++}`);
|
||||
params.push(parseInt(type_id));
|
||||
}
|
||||
if (search) {
|
||||
conditions.push(`(t.title ILIKE $${paramIdx} OR t.tn ILIKE $${paramIdx})`);
|
||||
params.push(`%${search}%`);
|
||||
paramIdx++;
|
||||
}
|
||||
|
||||
const whereClause = conditions.length > 0
|
||||
? 'WHERE ' + conditions.join(' AND ')
|
||||
: '';
|
||||
|
||||
// Whitelist sortable columns
|
||||
const sortableColumns = {
|
||||
create_time: 't.create_time',
|
||||
change_time: 't.change_time',
|
||||
title: 't.title',
|
||||
tn: 't.tn',
|
||||
priority: 't.ticket_priority_id',
|
||||
state: 't.ticket_state_id',
|
||||
queue: 'q.name',
|
||||
};
|
||||
const sortColumn = sortableColumns[sort_by] || 't.create_time';
|
||||
const sortDirection = sort_dir.toUpperCase() === 'ASC' ? 'ASC' : 'DESC';
|
||||
|
||||
const offset = (parseInt(page) - 1) * parseInt(per_page);
|
||||
|
||||
// Count total
|
||||
const countResult = await pool.query(
|
||||
`SELECT COUNT(*) as total FROM ticket t
|
||||
JOIN queue q ON t.queue_id = q.id
|
||||
${whereClause}`,
|
||||
params
|
||||
);
|
||||
const total = parseInt(countResult.rows[0].total);
|
||||
|
||||
// Fetch tickets
|
||||
const result = await pool.query(
|
||||
`SELECT
|
||||
t.id, t.tn, t.title,
|
||||
t.queue_id, q.name AS queue_name,
|
||||
t.ticket_state_id, ts.name AS state_name, tst.name AS state_type,
|
||||
t.ticket_priority_id, tp.name AS priority_name, tp.color AS priority_color,
|
||||
t.user_id, u.first_name AS owner_first, u.last_name AS owner_last,
|
||||
t.type_id, tt.name AS type_name,
|
||||
t.customer_id, t.customer_user_id,
|
||||
t.ticket_lock_id,
|
||||
t.create_time, t.change_time,
|
||||
t.escalation_time
|
||||
FROM ticket t
|
||||
JOIN queue q ON t.queue_id = q.id
|
||||
JOIN ticket_state ts ON t.ticket_state_id = ts.id
|
||||
JOIN ticket_state_type tst ON ts.type_id = tst.id
|
||||
JOIN ticket_priority tp ON t.ticket_priority_id = tp.id
|
||||
LEFT JOIN users u ON t.user_id = u.id
|
||||
LEFT JOIN ticket_type tt ON t.type_id = tt.id
|
||||
${whereClause}
|
||||
ORDER BY ${sortColumn} ${sortDirection}
|
||||
LIMIT $${paramIdx++} OFFSET $${paramIdx++}`,
|
||||
[...params, parseInt(per_page), offset]
|
||||
);
|
||||
|
||||
res.json({
|
||||
tickets: result.rows,
|
||||
total,
|
||||
page: parseInt(page),
|
||||
per_page: parseInt(per_page),
|
||||
total_pages: Math.ceil(total / parseInt(per_page)),
|
||||
});
|
||||
} catch (err) {
|
||||
console.error('Error fetching tickets:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// ============================================================
|
||||
// GET /api/tickets/:id — Single ticket detail
|
||||
// ============================================================
|
||||
router.get('/:id', async (req, res) => {
|
||||
try {
|
||||
const { id } = req.params;
|
||||
|
||||
const ticketResult = await pool.query(
|
||||
`SELECT
|
||||
t.id, t.tn, t.title,
|
||||
t.queue_id, q.name AS queue_name,
|
||||
t.ticket_state_id, ts.name AS state_name, tst.name AS state_type,
|
||||
t.ticket_priority_id, tp.name AS priority_name, tp.color AS priority_color,
|
||||
t.user_id, u.first_name AS owner_first, u.last_name AS owner_last, u.login AS owner_login,
|
||||
t.responsible_user_id,
|
||||
ru.first_name AS responsible_first, ru.last_name AS responsible_last,
|
||||
t.type_id, tt.name AS type_name,
|
||||
t.ticket_lock_id, tlt.name AS lock_name,
|
||||
t.customer_id, t.customer_user_id,
|
||||
t.service_id, t.sla_id,
|
||||
t.escalation_time, t.escalation_update_time,
|
||||
t.escalation_response_time, t.escalation_solution_time,
|
||||
t.create_time, t.change_time,
|
||||
cu.first_name AS customer_first, cu.last_name AS customer_last,
|
||||
cu.email AS customer_email, cu.phone AS customer_phone
|
||||
FROM ticket t
|
||||
JOIN queue q ON t.queue_id = q.id
|
||||
JOIN ticket_state ts ON t.ticket_state_id = ts.id
|
||||
JOIN ticket_state_type tst ON ts.type_id = tst.id
|
||||
JOIN ticket_priority tp ON t.ticket_priority_id = tp.id
|
||||
LEFT JOIN users u ON t.user_id = u.id
|
||||
LEFT JOIN users ru ON t.responsible_user_id = ru.id
|
||||
LEFT JOIN ticket_type tt ON t.type_id = tt.id
|
||||
LEFT JOIN ticket_lock_type tlt ON t.ticket_lock_id = tlt.id
|
||||
LEFT JOIN customer_user cu ON t.customer_user_id = cu.login
|
||||
WHERE t.id = $1`,
|
||||
[id]
|
||||
);
|
||||
|
||||
if (ticketResult.rows.length === 0) {
|
||||
return res.status(404).json({ error: 'Ticket not found' });
|
||||
}
|
||||
|
||||
// Fetch articles
|
||||
const articlesResult = await pool.query(
|
||||
`SELECT
|
||||
a.id AS article_id,
|
||||
a.ticket_id,
|
||||
a.is_visible_for_customer,
|
||||
ast.name AS sender_type,
|
||||
cc.name AS channel_name,
|
||||
adm.a_from, adm.a_to, adm.a_cc, adm.a_subject, adm.a_body,
|
||||
adm.a_content_type, adm.incoming_time,
|
||||
a.create_time,
|
||||
creator.first_name AS creator_first, creator.last_name AS creator_last,
|
||||
ta.time_unit
|
||||
FROM article a
|
||||
JOIN article_sender_type ast ON a.article_sender_type_id = ast.id
|
||||
LEFT JOIN communication_channel cc ON a.communication_channel_id = cc.id
|
||||
LEFT JOIN article_data_mime adm ON a.id = adm.article_id
|
||||
LEFT JOIN users creator ON a.create_by = creator.id
|
||||
LEFT JOIN time_accounting ta ON a.id = ta.article_id
|
||||
WHERE a.ticket_id = $1
|
||||
ORDER BY a.create_time ASC`,
|
||||
[id]
|
||||
);
|
||||
|
||||
res.json({
|
||||
ticket: ticketResult.rows[0],
|
||||
articles: articlesResult.rows,
|
||||
});
|
||||
} catch (err) {
|
||||
console.error('Error fetching ticket detail:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// ============================================================
|
||||
// POST /api/tickets — Create new ticket
|
||||
// ============================================================
|
||||
router.post('/', async (req, res) => {
|
||||
const client = await pool.connect();
|
||||
try {
|
||||
const {
|
||||
title, queue_id, state_id, priority_id, type_id,
|
||||
user_id, customer_id, customer_user_id, body, subject,
|
||||
responsible_user_id
|
||||
} = req.body;
|
||||
|
||||
await client.query('BEGIN');
|
||||
|
||||
// Generate ticket number: get next counter value
|
||||
const counterResult = await client.query(
|
||||
`INSERT INTO ticket_number_counter (counter, counter_uid, create_time)
|
||||
VALUES (
|
||||
COALESCE((SELECT MAX(counter) FROM ticket_number_counter), 0) + 1,
|
||||
md5(random()::text || clock_timestamp()::text),
|
||||
NOW()
|
||||
)
|
||||
RETURNING counter`
|
||||
);
|
||||
const counter = counterResult.rows[0].counter;
|
||||
const now = new Date();
|
||||
const tn = `${now.getFullYear()}${String(now.getMonth() + 1).padStart(2, '0')}${String(now.getDate()).padStart(2, '0')}${String(counter).padStart(10, '0')}`;
|
||||
|
||||
// Determine lock type (1 = unlock by default)
|
||||
const lockId = 1;
|
||||
// Default responsible user = responsible_user_id or user_id or 1 (admin)
|
||||
const responsibleUserId = responsible_user_id || user_id || 1;
|
||||
// Operator user for create_by (X-Agent-ID header or default to 1)
|
||||
const operatorId = parseInt(req.headers['x-agent-id'], 10) || 1;
|
||||
|
||||
const ticketResult = await client.query(
|
||||
`INSERT INTO ticket (
|
||||
tn, title, queue_id, ticket_lock_id, type_id,
|
||||
user_id, responsible_user_id,
|
||||
ticket_priority_id, ticket_state_id,
|
||||
customer_id, customer_user_id,
|
||||
timeout, until_time,
|
||||
escalation_time, escalation_update_time,
|
||||
escalation_response_time, escalation_solution_time,
|
||||
archive_flag,
|
||||
create_time, create_by, change_time, change_by
|
||||
) VALUES (
|
||||
$1, $2, $3, $4, $5,
|
||||
$6, $7,
|
||||
$8, $9,
|
||||
$10, $11,
|
||||
0, 0,
|
||||
0, 0,
|
||||
0, 0,
|
||||
0,
|
||||
NOW(), $12, NOW(), $12
|
||||
) RETURNING id, tn`,
|
||||
[
|
||||
tn, title, queue_id, lockId, type_id || null,
|
||||
user_id || 1, responsibleUserId,
|
||||
priority_id, state_id,
|
||||
customer_id || null, customer_user_id || null,
|
||||
operatorId
|
||||
]
|
||||
);
|
||||
|
||||
const ticketId = ticketResult.rows[0].id;
|
||||
|
||||
// Get the history type ID for "NewTicket"
|
||||
const htResult = await client.query(
|
||||
`SELECT id FROM ticket_history_type WHERE name = 'NewTicket'`
|
||||
);
|
||||
const historyTypeId = htResult.rows.length > 0 ? htResult.rows[0].id : 1;
|
||||
|
||||
// Insert ticket history
|
||||
await client.query(
|
||||
`INSERT INTO ticket_history (
|
||||
name, history_type_id, ticket_id, type_id, queue_id,
|
||||
owner_id, priority_id, state_id,
|
||||
create_time, create_by, change_time, change_by
|
||||
) VALUES (
|
||||
$1, $2, $3, $4, $5,
|
||||
$6, $7, $8,
|
||||
NOW(), $9, NOW(), $9
|
||||
)`,
|
||||
[
|
||||
`%%`,
|
||||
historyTypeId, ticketId, type_id || 1, queue_id,
|
||||
user_id || 1, priority_id, state_id,
|
||||
operatorId
|
||||
]
|
||||
);
|
||||
|
||||
// Create initial article if body is provided
|
||||
if (body) {
|
||||
// Get sender type ID for "agent"
|
||||
const senderResult = await client.query(
|
||||
`SELECT id FROM article_sender_type WHERE name = 'agent'`
|
||||
);
|
||||
const senderTypeId = senderResult.rows.length > 0 ? senderResult.rows[0].id : 1;
|
||||
|
||||
// Get communication channel ID for "Internal"
|
||||
const channelResult = await client.query(
|
||||
`SELECT id FROM communication_channel WHERE name = 'Internal'`
|
||||
);
|
||||
const channelId = channelResult.rows.length > 0 ? channelResult.rows[0].id : 1;
|
||||
|
||||
const articleResult = await client.query(
|
||||
`INSERT INTO article (
|
||||
ticket_id, article_sender_type_id, communication_channel_id,
|
||||
is_visible_for_customer, search_index_needs_rebuild,
|
||||
create_time, create_by, change_time, change_by
|
||||
) VALUES (
|
||||
$1, $2, $3, 0, 1, NOW(), $4, NOW(), $4
|
||||
) RETURNING id`,
|
||||
[ticketId, senderTypeId, channelId, operatorId]
|
||||
);
|
||||
|
||||
const articleId = articleResult.rows[0].id;
|
||||
|
||||
await client.query(
|
||||
`INSERT INTO article_data_mime (
|
||||
article_id, a_from, a_to, a_subject, a_body,
|
||||
a_content_type, incoming_time,
|
||||
create_time, create_by, change_time, change_by
|
||||
) VALUES (
|
||||
$1, $2, '', $3, $4,
|
||||
'text/plain; charset=utf-8', EXTRACT(EPOCH FROM NOW())::INTEGER,
|
||||
NOW(), $5, NOW(), $5
|
||||
)`,
|
||||
[articleId, 'OTRS Turbo Agent', subject || title, body, operatorId]
|
||||
);
|
||||
}
|
||||
|
||||
await client.query('COMMIT');
|
||||
|
||||
res.status(201).json({
|
||||
id: ticketId,
|
||||
tn: ticketResult.rows[0].tn,
|
||||
message: 'Ticket created successfully',
|
||||
});
|
||||
} catch (err) {
|
||||
await client.query('ROLLBACK');
|
||||
console.error('Error creating ticket:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
} finally {
|
||||
client.release();
|
||||
}
|
||||
});
|
||||
|
||||
// ============================================================
|
||||
// PATCH /api/tickets/:id — Quick-edit ticket fields
|
||||
// ============================================================
|
||||
router.patch('/:id', async (req, res) => {
|
||||
const { id } = req.params;
|
||||
const updates = req.body; // { ticket_state_id, ticket_priority_id, queue_id, user_id, type_id, title }
|
||||
const operatorId = parseInt(req.headers['x-agent-id'], 10) || 1;
|
||||
|
||||
// 1. Try to update via REST API if configured
|
||||
if (process.env.OTRS_API_URL && process.env.OTRS_API_USER) {
|
||||
try {
|
||||
const ticketFields = {};
|
||||
if (updates.ticket_state_id !== undefined) ticketFields.StateID = updates.ticket_state_id;
|
||||
if (updates.ticket_priority_id !== undefined) ticketFields.PriorityID = updates.ticket_priority_id;
|
||||
if (updates.queue_id !== undefined) ticketFields.QueueID = updates.queue_id;
|
||||
if (updates.user_id !== undefined) ticketFields.OwnerID = updates.user_id;
|
||||
if (updates.type_id !== undefined) ticketFields.TypeID = updates.type_id;
|
||||
if (updates.title !== undefined) ticketFields.Title = updates.title;
|
||||
if (updates.ticket_lock_id !== undefined) ticketFields.LockID = updates.ticket_lock_id;
|
||||
|
||||
// Auto sblocco check
|
||||
if (updates.ticket_state_id) {
|
||||
const stateTypeRes = await pool.query(
|
||||
`SELECT tst.name AS type_name
|
||||
FROM ticket_state ts
|
||||
JOIN ticket_state_type tst ON ts.type_id = tst.id
|
||||
WHERE ts.id = $1`,
|
||||
[updates.ticket_state_id]
|
||||
);
|
||||
if (stateTypeRes.rows.length > 0) {
|
||||
const typeName = stateTypeRes.rows[0].type_name.toLowerCase();
|
||||
if (typeName.includes('closed') || typeName === 'closed successful' || typeName === 'closed unsuccessful') {
|
||||
ticketFields.LockID = 1;
|
||||
}
|
||||
}
|
||||
}
|
||||
|
||||
if (Object.keys(ticketFields).length > 0) {
|
||||
const result = await otrsRequest('PATCH', `/Ticket/${id}`, {
|
||||
Ticket: ticketFields
|
||||
});
|
||||
return res.json({ message: 'Ticket aggiornato! (via API REST)', result });
|
||||
}
|
||||
return res.json({ message: 'Nessuna modifica rilevata' });
|
||||
} catch (restErr) {
|
||||
console.warn('Failed to update ticket via REST API, falling back to database update:', restErr.message);
|
||||
// Fall through to standard direct database update below
|
||||
}
|
||||
}
|
||||
|
||||
// 2. Direct database update fallback
|
||||
const client = await pool.connect();
|
||||
try {
|
||||
const { id } = req.params;
|
||||
const updates = req.body; // { ticket_state_id, ticket_priority_id, queue_id, user_id, type_id, title }
|
||||
const operatorId = parseInt(req.headers['x-agent-id'], 10) || 1;
|
||||
|
||||
await client.query('BEGIN');
|
||||
|
||||
// Fetch current ticket for history comparison
|
||||
const currentResult = await client.query(
|
||||
`SELECT ticket_state_id, ticket_priority_id, queue_id, user_id, type_id, title, ticket_lock_id
|
||||
FROM ticket WHERE id = $1`,
|
||||
[id]
|
||||
);
|
||||
if (currentResult.rows.length === 0) {
|
||||
await client.query('ROLLBACK');
|
||||
return res.status(404).json({ error: 'Ticket not found' });
|
||||
}
|
||||
const current = currentResult.rows[0];
|
||||
|
||||
// If state is changing, check if the target state is a closed state type to auto-unlock
|
||||
if (updates.ticket_state_id && updates.ticket_state_id !== current.ticket_state_id) {
|
||||
const stateTypeRes = await client.query(
|
||||
`SELECT tst.name AS type_name
|
||||
FROM ticket_state ts
|
||||
JOIN ticket_state_type tst ON ts.type_id = tst.id
|
||||
WHERE ts.id = $1`,
|
||||
[updates.ticket_state_id]
|
||||
);
|
||||
if (stateTypeRes.rows.length > 0) {
|
||||
const typeName = stateTypeRes.rows[0].type_name.toLowerCase();
|
||||
if (typeName.includes('closed') || typeName === 'closed successful' || typeName === 'closed unsuccessful') {
|
||||
updates.ticket_lock_id = 1; // 1 = unlock in OTRS
|
||||
}
|
||||
}
|
||||
}
|
||||
|
||||
// Build dynamic UPDATE
|
||||
const setClauses = [];
|
||||
const setParams = [];
|
||||
let pIdx = 1;
|
||||
|
||||
const allowedFields = ['ticket_state_id', 'ticket_priority_id', 'queue_id', 'user_id', 'type_id', 'title', 'ticket_lock_id'];
|
||||
for (const field of allowedFields) {
|
||||
if (updates[field] !== undefined && updates[field] !== current[field]) {
|
||||
setClauses.push(`${field} = $${pIdx++}`);
|
||||
setParams.push(updates[field]);
|
||||
}
|
||||
}
|
||||
|
||||
if (setClauses.length === 0) {
|
||||
await client.query('ROLLBACK');
|
||||
return res.json({ message: 'No changes detected' });
|
||||
}
|
||||
|
||||
// Always update change_time and change_by
|
||||
setClauses.push(`change_time = NOW()`);
|
||||
setClauses.push(`change_by = $${pIdx++}`);
|
||||
setParams.push(operatorId);
|
||||
setParams.push(parseInt(id));
|
||||
|
||||
await client.query(
|
||||
`UPDATE ticket SET ${setClauses.join(', ')} WHERE id = $${pIdx}`,
|
||||
setParams
|
||||
);
|
||||
|
||||
// Record history entries for each changed field
|
||||
const historyTypeMap = {
|
||||
ticket_state_id: 'StateUpdate',
|
||||
ticket_priority_id: 'PriorityUpdate',
|
||||
queue_id: 'Move',
|
||||
user_id: 'OwnerUpdate',
|
||||
type_id: 'TypeUpdate',
|
||||
ticket_lock_id: 'Lock',
|
||||
};
|
||||
|
||||
for (const field of allowedFields) {
|
||||
if (updates[field] !== undefined && updates[field] !== current[field]) {
|
||||
const historyTypeName = historyTypeMap[field];
|
||||
if (!historyTypeName) continue;
|
||||
|
||||
const htResult = await client.query(
|
||||
`SELECT id FROM ticket_history_type WHERE name = $1`,
|
||||
[historyTypeName]
|
||||
);
|
||||
if (htResult.rows.length === 0) continue;
|
||||
|
||||
const newStateId = updates.ticket_state_id || current.ticket_state_id;
|
||||
const newPriorityId = updates.ticket_priority_id || current.ticket_priority_id;
|
||||
const newQueueId = updates.queue_id || current.queue_id;
|
||||
const newOwnerId = updates.user_id || current.user_id;
|
||||
const newTypeId = updates.type_id || current.type_id || 1;
|
||||
|
||||
let historyName = '%%';
|
||||
if (field === 'ticket_lock_id') {
|
||||
historyName = updates[field] === 1 ? '%%unlock' : '%%lock';
|
||||
}
|
||||
|
||||
await client.query(
|
||||
`INSERT INTO ticket_history (
|
||||
name, history_type_id, ticket_id, type_id, queue_id,
|
||||
owner_id, priority_id, state_id,
|
||||
create_time, create_by, change_time, change_by
|
||||
) VALUES (
|
||||
$1, $2, $3, $4, $5,
|
||||
$6, $7, $8,
|
||||
NOW(), $9, NOW(), $9
|
||||
)`,
|
||||
[
|
||||
historyName,
|
||||
htResult.rows[0].id, parseInt(id), newTypeId, newQueueId,
|
||||
newOwnerId, newPriorityId, newStateId,
|
||||
operatorId
|
||||
]
|
||||
);
|
||||
}
|
||||
}
|
||||
|
||||
await client.query('COMMIT');
|
||||
res.json({ message: 'Ticket aggiornato! (via DB)' });
|
||||
} catch (err) {
|
||||
await client.query('ROLLBACK');
|
||||
console.error('Error updating ticket:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
} finally {
|
||||
client.release();
|
||||
}
|
||||
});
|
||||
|
||||
// ============================================================
|
||||
// GET /api/tickets/:id/articles — Articles for a ticket
|
||||
// ============================================================
|
||||
router.get('/:id/articles', async (req, res) => {
|
||||
try {
|
||||
const { id } = req.params;
|
||||
const result = await pool.query(
|
||||
`SELECT
|
||||
a.id AS article_id,
|
||||
a.is_visible_for_customer,
|
||||
ast.name AS sender_type,
|
||||
cc.name AS channel_name,
|
||||
adm.a_from, adm.a_to, adm.a_cc, adm.a_subject, adm.a_body,
|
||||
adm.a_content_type, adm.incoming_time,
|
||||
a.create_time,
|
||||
creator.first_name AS creator_first, creator.last_name AS creator_last,
|
||||
ta.time_unit
|
||||
FROM article a
|
||||
JOIN article_sender_type ast ON a.article_sender_type_id = ast.id
|
||||
LEFT JOIN communication_channel cc ON a.communication_channel_id = cc.id
|
||||
LEFT JOIN article_data_mime adm ON a.id = adm.article_id
|
||||
LEFT JOIN users creator ON a.create_by = creator.id
|
||||
LEFT JOIN time_accounting ta ON a.id = ta.article_id
|
||||
WHERE a.ticket_id = $1
|
||||
ORDER BY a.create_time ASC`,
|
||||
[id]
|
||||
);
|
||||
res.json(result.rows);
|
||||
} catch (err) {
|
||||
console.error('Error fetching articles:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
}
|
||||
});
|
||||
|
||||
// ============================================================
|
||||
// POST /api/tickets/:id/articles — Add internal note
|
||||
// ============================================================
|
||||
router.post('/:id/articles', async (req, res) => {
|
||||
const { id } = req.params;
|
||||
const { subject, body, is_visible_for_customer = 0, time_unit } = req.body;
|
||||
const operatorId = parseInt(req.headers['x-agent-id'], 10) || 1;
|
||||
|
||||
// 1. Try to add note via REST API if configured
|
||||
if (process.env.OTRS_API_URL && process.env.OTRS_API_USER) {
|
||||
try {
|
||||
const payload = {
|
||||
Article: {
|
||||
CommunicationChannel: 'Internal',
|
||||
SenderType: 'agent',
|
||||
IsVisibleForCustomer: is_visible_for_customer ? '1' : '0',
|
||||
Subject: subject || 'Nota interna',
|
||||
Body: body,
|
||||
ContentType: 'text/plain; charset=utf8',
|
||||
}
|
||||
};
|
||||
|
||||
if (time_unit) {
|
||||
payload.Article.TimeUnit = parseFloat(time_unit);
|
||||
}
|
||||
|
||||
const result = await otrsRequest('PATCH', `/Ticket/${id}`, payload);
|
||||
return res.status(201).json({
|
||||
message: 'Nota aggiunta! (via API REST)',
|
||||
article_id: result.ArticleID,
|
||||
result
|
||||
});
|
||||
} catch (restErr) {
|
||||
console.warn('Failed to add article via REST API, falling back to database insert:', restErr.message);
|
||||
// Fall through to standard direct database update below
|
||||
}
|
||||
}
|
||||
|
||||
// 2. Direct database update fallback
|
||||
const client = await pool.connect();
|
||||
try {
|
||||
const { id } = req.params;
|
||||
const { subject, body, is_visible_for_customer = 0, time_unit } = req.body;
|
||||
const operatorId = parseInt(req.headers['x-agent-id'], 10) || 1;
|
||||
|
||||
await client.query('BEGIN');
|
||||
|
||||
// Verify ticket exists
|
||||
const ticketCheck = await client.query('SELECT id FROM ticket WHERE id = $1', [id]);
|
||||
if (ticketCheck.rows.length === 0) {
|
||||
await client.query('ROLLBACK');
|
||||
return res.status(404).json({ error: 'Ticket not found' });
|
||||
}
|
||||
|
||||
// Get sender type for "agent"
|
||||
const senderResult = await client.query(
|
||||
`SELECT id FROM article_sender_type WHERE name = 'agent'`
|
||||
);
|
||||
const senderTypeId = senderResult.rows.length > 0 ? senderResult.rows[0].id : 1;
|
||||
|
||||
// Get channel for "Internal"
|
||||
const channelResult = await client.query(
|
||||
`SELECT id FROM communication_channel WHERE name = 'Internal'`
|
||||
);
|
||||
const channelId = channelResult.rows.length > 0 ? channelResult.rows[0].id : 1;
|
||||
|
||||
// Create article
|
||||
const articleResult = await client.query(
|
||||
`INSERT INTO article (
|
||||
ticket_id, article_sender_type_id, communication_channel_id,
|
||||
is_visible_for_customer, search_index_needs_rebuild,
|
||||
create_time, create_by, change_time, change_by
|
||||
) VALUES (
|
||||
$1, $2, $3, $4, 1, NOW(), $5, NOW(), $5
|
||||
) RETURNING id`,
|
||||
[id, senderTypeId, channelId, is_visible_for_customer ? 1 : 0, operatorId]
|
||||
);
|
||||
|
||||
const articleId = articleResult.rows[0].id;
|
||||
|
||||
// Calculate date path for OTRS CE compatibility
|
||||
const now = new Date();
|
||||
const contentPath = `${now.getFullYear()}/${String(now.getMonth() + 1).padStart(2, '0')}/${String(now.getDate()).padStart(2, '0')}`;
|
||||
|
||||
// Create article_data_mime
|
||||
await client.query(
|
||||
`INSERT INTO article_data_mime (
|
||||
article_id, a_from, a_to, a_reply_to, a_cc, a_bcc, a_subject, a_body,
|
||||
a_message_id, a_in_reply_to, a_references,
|
||||
a_content_type, incoming_time, content_path,
|
||||
create_time, create_by, change_time, change_by
|
||||
) VALUES (
|
||||
$1, $2, '', '', '', '', $3, $4,
|
||||
'', '', '',
|
||||
'text/plain; charset=utf-8', EXTRACT(EPOCH FROM NOW())::INTEGER, $5,
|
||||
NOW(), $6, NOW(), $6
|
||||
)`,
|
||||
[articleId, 'OTRS Turbo Agent', subject || 'Nota interna', body, contentPath, operatorId]
|
||||
);
|
||||
|
||||
// Create article_data_mime_attachment for OTRS CE HTML rendering (using file-1 and raw Buffer)
|
||||
const htmlBody = `<!DOCTYPE html><html><head><meta http-equiv="Content-Type" content="text/html; charset=utf-8"/></head><body style="font-family:Geneva,Helvetica,Arial,sans-serif; font-size: 12px;">${body}</body></html>`;
|
||||
const binaryBody = Buffer.from(htmlBody, 'utf-8');
|
||||
const contentSize = Buffer.byteLength(htmlBody, 'utf-8');
|
||||
|
||||
await client.query(
|
||||
`INSERT INTO article_data_mime_attachment (
|
||||
article_id, filename, content_size, content_type, disposition, content,
|
||||
create_time, create_by, change_time, change_by
|
||||
) VALUES (
|
||||
$1, 'file-1', $2, 'text/html; charset="utf-8"', '', $3,
|
||||
NOW(), $4, NOW(), $4
|
||||
)`,
|
||||
[articleId, String(contentSize), binaryBody, operatorId]
|
||||
);
|
||||
|
||||
// If time_unit is provided, insert into time_accounting
|
||||
if (time_unit !== undefined && time_unit !== null && time_unit !== '') {
|
||||
const parsedTime = parseFloat(time_unit);
|
||||
if (!isNaN(parsedTime) && parsedTime > 0) {
|
||||
await client.query(
|
||||
`INSERT INTO time_accounting (
|
||||
ticket_id, article_id, time_unit,
|
||||
create_time, create_by, change_time, change_by
|
||||
) VALUES ($1, $2, $3, NOW(), $4, NOW(), $4)`,
|
||||
[id, articleId, parsedTime, operatorId]
|
||||
);
|
||||
}
|
||||
}
|
||||
|
||||
// Update ticket change_time
|
||||
await client.query(
|
||||
`UPDATE ticket SET change_time = NOW(), change_by = $1 WHERE id = $2`,
|
||||
[operatorId, id]
|
||||
);
|
||||
|
||||
// Add history entry
|
||||
const htResult = await client.query(
|
||||
`SELECT id FROM ticket_history_type WHERE name = 'AddNote'`
|
||||
);
|
||||
if (htResult.rows.length > 0) {
|
||||
const ticketData = await client.query(
|
||||
`SELECT ticket_state_id, ticket_priority_id, queue_id, user_id, type_id
|
||||
FROM ticket WHERE id = $1`,
|
||||
[id]
|
||||
);
|
||||
const t = ticketData.rows[0];
|
||||
await client.query(
|
||||
`INSERT INTO ticket_history (
|
||||
name, history_type_id, ticket_id, article_id, type_id, queue_id,
|
||||
owner_id, priority_id, state_id,
|
||||
create_time, create_by, change_time, change_by
|
||||
) VALUES (
|
||||
$1, $2, $3, $4, $5, $6,
|
||||
$7, $8, $9,
|
||||
NOW(), $10, NOW(), $10
|
||||
)`,
|
||||
[
|
||||
`%%`,
|
||||
htResult.rows[0].id, id, articleId, t.type_id || 1, t.queue_id,
|
||||
t.user_id, t.ticket_priority_id, t.ticket_state_id,
|
||||
operatorId
|
||||
]
|
||||
);
|
||||
}
|
||||
|
||||
await client.query('COMMIT');
|
||||
|
||||
res.status(201).json({
|
||||
article_id: articleId,
|
||||
message: 'Nota aggiunta! (via DB)',
|
||||
});
|
||||
} catch (err) {
|
||||
await client.query('ROLLBACK');
|
||||
console.error('Error adding article:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
} finally {
|
||||
client.release();
|
||||
}
|
||||
});
|
||||
|
||||
// ============================================================
|
||||
// PATCH /api/tickets/batch — Batch update multiple tickets
|
||||
// ============================================================
|
||||
router.patch('/batch/update', async (req, res) => {
|
||||
const { ticket_ids, updates } = req.body;
|
||||
const operatorId = parseInt(req.headers['x-agent-id'], 10) || 1;
|
||||
|
||||
if (!ticket_ids || !Array.isArray(ticket_ids) || ticket_ids.length === 0) {
|
||||
return res.status(400).json({ error: 'ticket_ids array required' });
|
||||
}
|
||||
|
||||
// 1. Try to update via REST API if configured
|
||||
if (process.env.OTRS_API_URL && process.env.OTRS_API_USER) {
|
||||
try {
|
||||
const ticketFields = {};
|
||||
if (updates.ticket_state_id !== undefined) ticketFields.StateID = updates.ticket_state_id;
|
||||
if (updates.ticket_priority_id !== undefined) ticketFields.PriorityID = updates.ticket_priority_id;
|
||||
if (updates.queue_id !== undefined) ticketFields.QueueID = updates.queue_id;
|
||||
if (updates.user_id !== undefined) ticketFields.OwnerID = updates.user_id;
|
||||
|
||||
// Auto sblocco check
|
||||
if (updates.ticket_state_id) {
|
||||
const stateTypeRes = await pool.query(
|
||||
`SELECT tst.name AS type_name
|
||||
FROM ticket_state ts
|
||||
JOIN ticket_state_type tst ON ts.type_id = tst.id
|
||||
WHERE ts.id = $1`,
|
||||
[updates.ticket_state_id]
|
||||
);
|
||||
if (stateTypeRes.rows.length > 0) {
|
||||
const typeName = stateTypeRes.rows[0].type_name.toLowerCase();
|
||||
if (typeName.includes('closed') || typeName === 'closed successful' || typeName === 'closed unsuccessful') {
|
||||
ticketFields.LockID = 1;
|
||||
}
|
||||
}
|
||||
}
|
||||
|
||||
if (Object.keys(ticketFields).length > 0) {
|
||||
for (const ticketId of ticket_ids) {
|
||||
await otrsRequest('PATCH', `/Ticket/${ticketId}`, {
|
||||
Ticket: ticketFields
|
||||
});
|
||||
}
|
||||
return res.json({
|
||||
message: `${ticket_ids.length} ticket aggiornati! (via API REST)`,
|
||||
updated_count: ticket_ids.length,
|
||||
});
|
||||
}
|
||||
return res.status(400).json({ error: 'No valid update fields provided' });
|
||||
} catch (restErr) {
|
||||
console.warn('Failed to batch update tickets via REST API, falling back to database update:', restErr.message);
|
||||
// Fall through to standard direct database update below
|
||||
}
|
||||
}
|
||||
|
||||
// 2. Direct database update fallback
|
||||
const client = await pool.connect();
|
||||
try {
|
||||
await client.query('BEGIN');
|
||||
|
||||
const allowedFields = ['ticket_state_id', 'ticket_priority_id', 'queue_id', 'user_id'];
|
||||
const setClauses = [];
|
||||
const setParams = [];
|
||||
let pIdx = 1;
|
||||
|
||||
for (const field of allowedFields) {
|
||||
if (updates[field] !== undefined) {
|
||||
setClauses.push(`${field} = $${pIdx++}`);
|
||||
setParams.push(updates[field]);
|
||||
}
|
||||
}
|
||||
|
||||
if (setClauses.length === 0) {
|
||||
await client.query('ROLLBACK');
|
||||
return res.status(400).json({ error: 'No valid update fields provided' });
|
||||
}
|
||||
|
||||
setClauses.push(`change_time = NOW()`);
|
||||
setClauses.push(`change_by = $${pIdx++}`);
|
||||
setParams.push(operatorId);
|
||||
|
||||
// Build IN clause for ticket IDs
|
||||
const idPlaceholders = ticket_ids.map((_, i) => `$${pIdx + i}`).join(', ');
|
||||
setParams.push(...ticket_ids.map(id => parseInt(id)));
|
||||
|
||||
await client.query(
|
||||
`UPDATE ticket SET ${setClauses.join(', ')} WHERE id IN (${idPlaceholders})`,
|
||||
setParams
|
||||
);
|
||||
|
||||
await client.query('COMMIT');
|
||||
|
||||
res.json({
|
||||
message: `${ticket_ids.length} ticket aggiornati! (via DB)`,
|
||||
updated_count: ticket_ids.length,
|
||||
});
|
||||
} catch (err) {
|
||||
await client.query('ROLLBACK');
|
||||
console.error('Error batch updating tickets:', err);
|
||||
res.status(500).json({ error: err.message });
|
||||
} finally {
|
||||
client.release();
|
||||
}
|
||||
});
|
||||
|
||||
module.exports = router;
|
||||
Reference in New Issue
Block a user