class SoftLayer::Ticket

Attributes

lastEditDate[R]

The date the ticket was last updated.

DEPRECATION WARNING: This attribute is deprecated in favor of #last_edited_at and will be removed in the next major release.

last_edited_at[R]

The date the ticket was last updated.

subject[R]

The ticket system maintains a fixed set of subjects for tickets that are used to ensure tickets make it to the right folks quickly

title[R]

The title is an identifying string set when the ticket is created

Public Class Methods

create_standard_ticket(options = {}) click to toggle source

Create and submit a new support Ticket to SoftLayer.

The options parameter should contain:

:client - The client used to connect to the API

If no client is given, then the routine will try to use SoftLayer::Client.default_client If no client can be found the routine will raise an error.

The options should also contain:

:title (String) - The user provided title for the ticket.
:body (String) - The content of the ticket
:subject_id (Int) - The id of a subject to use for the ticket. A list of ticket subjects can be returned by ::ticket_subjects
:assigned_user_id (Int) - The id of a user to whom the ticket should be assigned

# File lib/softlayer/Ticket.rb, line 155
def self.create_standard_ticket(options = {})
  softlayer_client = options[:client] || SoftLayer::Client.default_client
  raise "#{__method__} requires a client but none was given and Client::default_client is not set" if !softlayer_client

  title = options[:title]
  body = options[:body]
  subject_id = options[:subject_id]
  assigned_user_id = options[:assigned_user_id]

  if(nil == assigned_user_id)
    current_user = softlayer_client[:Account].object_mask("id").getCurrentUser()
    assigned_user_id = current_user['id']
  end

  new_ticket = {
    'subjectId' => subject_id,
    'contents' => body,
    'assignedUserId' => assigned_user_id,
    'title' => title
  }

  ticket_data = softlayer_client[:Ticket].createStandardTicket(new_ticket, body)
  return new(softlayer_client, ticket_data)
end

default_object_mask() click to toggle source

Returns the default object mask,as a hash, that is used when retrieving ticket information from the SoftLayer server.

# File lib/softlayer/Ticket.rb, line 78
def self.default_object_mask
  {
    "mask" => [
      'id',                                                 # This is an internal ticket ID, not the one usually seen in the portal
      'serviceProvider',
      'serviceProviderResourceId',  # This is the ticket ID usually seen in the portal
      'title',
      'subject',
      {'assignedUser' => ['username', 'firstName', 'lastName'] },
      'status.id',
      'createDate',
      'lastEditDate',
      'newUpdatesFlag',             # This comes in from the server as a Boolean value
      'awaitingUserResponseFlag',   # This comes in from the server as a Boolean value
      'serverAdministrationFlag',   # This comes in from the server as an integer :-(
    ]
  }.to_sl_object_mask
end

ticket_subjects(client = nil) click to toggle source

Queries the SoftLayer API to retrieve a list of the valid ticket subjects.

# File lib/softlayer/Ticket.rb, line 100
def self.ticket_subjects(client = nil)
  @ticket_subjects ||= nil

  if !@ticket_subjects
    softlayer_client = client || Client.default_client
    raise "#{__method__} requires a client but none was given and Client::default_client is not set" if !softlayer_client

    @ticket_subjects = softlayer_client[:Ticket_Subject].getAllObjects();
  end

  @ticket_subjects
end

ticket_with_id(ticket_id, options = {}) click to toggle source

Find the ticket with the given ID and return it

Options should contain:

:client - the client in which to search for the ticket

If a client is not provided then the routine will search SoftLayer::Client.default_client If SoftLayer::Client.default_client is also nil the routine will raise an error.

Additionally you may provide options related to the request itself:

:object_mask (string) - The object mask of properties you wish to receive for the items returned.
```
If not provided, the result will use the default object mask
```

# File lib/softlayer/Ticket.rb, line 126
def self.ticket_with_id(ticket_id, options = {})
  softlayer_client = options[:client] || Client.default_client
  raise "#{__method__} requires a client but none was given and Client::default_client is not set" if !softlayer_client

  ticket_service = softlayer_client[:Ticket].object_with_id(ticket_id)
  ticket_service = ticket_service.object_mask(default_object_mask.to_sl_object_mask)
  ticket_service = ticket_service.object_mask(options[:object_mask]) if options[:object_mask]

  ticket_data    = ticket_service.getObject()

  return Ticket.new(softlayer_client, ticket_data)
end

Public Instance Methods

has_updates?() click to toggle source

Returns true if the ticket has “unread” updates

# File lib/softlayer/Ticket.rb, line 35
def has_updates?
  self['newUpdatesFlag']
end

server_admin_ticket?() click to toggle source

Returns true if the ticket is a server admin ticket

# File lib/softlayer/Ticket.rb, line 41
def server_admin_ticket?
  # note that serverAdministrationFlag comes from the server as an Integer (0, or 1)
  self['serverAdministrationFlag'] != 0
end

service() click to toggle source

Override of service from ModelBase. Returns the SoftLayer_Ticket service set up to talk to the ticket with my ID.

# File lib/softlayer/Ticket.rb, line 56
def service
  return softlayer_client[:Ticket].object_with_id(self.id)
end

softlayer_properties(object_mask = nil) click to toggle source

Override from model base. Requests new details about the ticket from the server.

# File lib/softlayer/Ticket.rb, line 63
def softlayer_properties(object_mask = nil)
  my_service = self.service

  if(object_mask)
    my_service = service.object_mask(object_mask)
  else
    my_service = service.object_mask(self.class.default_object_mask.to_sl_object_mask)
  end

  my_service.getObject()
end

update(body = nil) click to toggle source

Add an update to this ticket.

# File lib/softlayer/Ticket.rb, line 49
def update(body = nil)
  self.service.edit(self.softlayer_hash, body)
end