Subversion Repositories SmartDukaan

/**

 * 

 */

package in.shop2020.serving.controllers;

import in.shop2020.crm.Activity;

import in.shop2020.crm.ActivityType;

import in.shop2020.crm.Agent;

import in.shop2020.crm.SearchFilter;

import in.shop2020.crm.Ticket;

import in.shop2020.crm.TicketCategory;

import in.shop2020.crm.TicketPriority;

import in.shop2020.crm.TicketStatus;

import in.shop2020.model.v1.order.LineItem;

import in.shop2020.model.v1.order.Order;

import in.shop2020.model.v1.order.OrderStatus;

import in.shop2020.model.v1.order.Transaction;

import in.shop2020.model.v1.order.TransactionServiceException;

import in.shop2020.model.v1.order.TransactionStatus;

import in.shop2020.model.v1.user.User;

import in.shop2020.model.v1.user.UserContextException;

import in.shop2020.payments.Payment;

import in.shop2020.payments.PaymentException;

import in.shop2020.payments.PaymentStatus;

import in.shop2020.serving.auth.CRMAuthorizingRealm;

import in.shop2020.thrift.clients.CRMClient;

import in.shop2020.thrift.clients.HelperClient;

import in.shop2020.thrift.clients.PaymentClient;

import in.shop2020.thrift.clients.TransactionClient;

import in.shop2020.thrift.clients.UserClient;

import in.shop2020.util.CRMConstants;

import in.shop2020.util.CRMConstants.EscalationMatrix;

import in.shop2020.util.CRMConstants.CODCancelMatrix;

import in.shop2020.utils.HelperService.Client;

import in.shop2020.utils.HelperServiceException;

import in.shop2020.utils.ModelUtils;

import java.text.ParseException;

import java.util.ArrayList;

import java.util.Calendar;

import java.util.Collections;

import java.util.Date;

import java.util.List;

import net.htmlparser.jericho.Source;

import org.apache.shiro.SecurityUtils;

import org.apache.thrift.TException;

import org.apache.thrift.transport.TTransportException;

/**

 * @author mandeep

 * 

 */

public class TicketsController extends BaseController {

    /**

     * 

     */

    private static final long serialVersionUID = 1L;

    List<Ticket>              tickets          = new ArrayList<Ticket>();

    private String            customerEmailId;

    private String            description;

    private String            assigneeEmailId;

    private String            priority;

    private String            category;

    private String            orderId;

    private String[]          agentIds;

    private String            startTimestamp;

    private String            endTimestamp;

    private String            userId;

    private String            id;

    private String            activityDescription;

    private String            status;

    private String            activityType;

    private Ticket            ticket;

    private List<Activity>    activities;

    private String            subject;

    private String            body;

    private String            customerName;

    private String            customerMobileNumber;

    private User              user;

    private String            orderStatus;

    private List<Order>       orders;

    private List<Payment>     payments;

    private String            escalate;

    private String            cancelReason;

    private String            transactionId;

    private String paymentId;

    public String index() {

        try {

            if (id != null && !id.isEmpty()) {

                SearchFilter searchFilter = new SearchFilter();

                crmServiceClient = new CRMClient().getClient();

                searchFilter.setTicketId(Long.parseLong(id));

                tickets = crmServiceClient.getTickets(searchFilter);

            }

        } catch (TException e) {

            log.error("Error while getting tickets", e);

            return EXCEPTION;

        }

        return INDEX;

    }

    public String edit() {

        try {

            long ticketId = Long.parseLong(id);

            SearchFilter searchFilter = new SearchFilter();

            searchFilter.setTicketId(ticketId);

            crmServiceClient = new CRMClient().getClient();

            ticket = crmServiceClient.getTickets(searchFilter).get(0);

            activities = crmServiceClient.getActivities(searchFilter);

            subject = createSubjectString(ticket);

            if (ticket.isSetCustomerId()) {

                userId = String.valueOf(ticket.getCustomerId());

                userContextServiceClient = new UserClient().getClient();

                try {

                    user = userContextServiceClient.getUserById(ticket

                            .getCustomerId());

                } catch (UserContextException e) {

                    log.error("Could not fetch user details", e);

                }

            }

            customerEmailId = ticket.getCustomerEmailId();

            if (TicketCategory.ORDER_CANCELLATION.equals(ticket.getCategory())) {

                log.info("Fetching orders for " + ticket.getCustomerId());

                orders = new ArrayList<Order>();

                transactionServiceClient = new TransactionClient().getClient();

                Order order = transactionServiceClient.getOrder(ticket.getOrderId());

                log.info("Processing Order: " + order);

                if(OrderStatus.CANCEL_REQUEST_RECEIVED.equals(order.getStatus())) {

                    orders.add(order);

                }

            }

            if (TicketCategory.COD_VERIFICATION.equals(ticket.getCategory())) {

                log.info("Fetching orders for " + ticket.getCustomerId());

                orders = new ArrayList<Order>();

                transactionServiceClient = new TransactionClient().getClient();

                for (Order order : transactionServiceClient

                        .getOrdersForCustomer(ticket.getCustomerId(), 0, 0,

                                Collections.singletonList(OrderStatus.INIT))) {

                    log.info("Processing Order: " + order);

                    if (order.isCod()) {

                        orders.add(order);

                    }

                }

            }

            if (TicketCategory.PAYMENT_FLAGGED.equals(ticket.getCategory())) {

                log.info("Fetching orders for " + ticket.getCustomerId());

                payments = new ArrayList<Payment>();

                in.shop2020.payments.PaymentService.Client paymentClient = new PaymentClient().getClient();

                transactionServiceClient = new TransactionClient().getClient();

                for (Transaction transaction : transactionServiceClient

                        .getTransactionsForCustomer(ticket.getCustomerId(), 0, 0, TransactionStatus.FLAGGED)) {

                    log.info("Processing Transaction: " + transaction);

                    for ( Payment payment : paymentClient.getPaymentForTxnId(transaction.getId())) {

                        if( payment.getStatus().equals(PaymentStatus.AUTHORIZED)) {

                            payments.add(payment);

                        }

                    }

                }

            }

            if (TicketCategory.FAILED_PAYMENTS.equals(ticket.getCategory())) {

                log.info("Fetching orders for " + ticket.getCustomerId());

                orders = new ArrayList<Order>();

                in.shop2020.payments.PaymentService.Client paymentClient = new PaymentClient().getClient();

                long failedTransactionId = -1;

                long lastfailedTransactionTimestamp = -1;

                for (Payment payment : paymentClient.getPaymentsForUser(ticket.getCustomerId(), 0, getTomorrow().getTime(), PaymentStatus.FAILED, 0)) {

                    if (payment.getErrorTimestamp() > lastfailedTransactionTimestamp) {

                        failedTransactionId = payment.getMerchantTxnId();

                    }

                }

                transactionServiceClient = new TransactionClient().getClient();

                orders.addAll(transactionServiceClient.getOrdersForTransaction(failedTransactionId, ticket.getCustomerId()));

            }

            if (TicketCategory.DELAYED_DELIVERY.equals(ticket.getCategory())) {

                log.info("Fetching orders for " + ticket.getCustomerId());

                orders = new ArrayList<Order>();

                transactionServiceClient = new TransactionClient().getClient();

                for (Order order : transactionServiceClient.getOrdersForCustomer(ticket.getCustomerId(), 0, 0, null)) {

                    if (order.getExpected_delivery_time() > order.getPromised_delivery_time() && order.getExpected_delivery_time() > new Date().getTime()) {

                        orders.add(order);

                    }

                }

            }

        } catch (TException e) {

            log.error("Error loading edit page", e);

        } catch (NumberFormatException e) {

            log.error("Error parsing orderId", e);

        } catch (TransactionServiceException e) {

            log.error("Error fetching orders for " + ticket.getCustomerId(), e);

        } catch (PaymentException e) {

            log.error("Error fetching payments for " + ticket.getCustomerId(), e);

        }

        return EDIT;

    }

    private String createSubjectString(Ticket ticket) {

        return CRMConstants.CRM_SUBJECT_PREFIX_FOR_TICKET_ID + ticket.getId()

                + " " + ticket.getCategory().name();

    }

    private Date getTomorrow() {

        Calendar calendar = Calendar.getInstance();

        calendar.setTime(new Date());

        calendar.add(Calendar.DAY_OF_MONTH, 1);

        return calendar.getTime();

    }

    public String create() {

        try {

            long creatorId = CRMAuthorizingRealm.getAgent(currentAgentEmailId)

                    .getId();

            Ticket ticket = new Ticket();

            ticket.setDescription(description);

            ticket.setCreatorId(creatorId);

            ticket.setStatus(TicketStatus.OPEN);

            ticket.setPriority(TicketPriority.valueOf(priority));

            ticket.setCategory(TicketCategory.valueOf(category));

            Activity activity = new Activity();

            activity.setDescription("Creating Ticket");

            activity.setType(ActivityType.OTHER);

            activity.setTicketPriority(TicketPriority.valueOf(priority));

            activity.setTicketStatus(TicketStatus.OPEN);

            activity.setCreatorId(creatorId);

            activity.setTicketCategory(TicketCategory.valueOf(category));

            activity.setTicketDescription(description);

            if (orderId != null && !orderId.isEmpty()) {

                ticket.setOrderId(Long.parseLong(orderId));

            }

            if (userId != null && !userId.isEmpty()) {

                ticket.setCustomerId(Long.parseLong(userId));

                activity.setCustomerId(Long.parseLong(userId));

            } else {

                User user = null;

                userContextServiceClient = new UserClient().getClient();

                try {

                    if (customerName != null && !customerName.isEmpty()) {

                        ticket.setCustomerName(customerName);

                        activity.setCustomerName(customerName);

                    }

                    if (customerEmailId != null && !customerEmailId.isEmpty()) {

                        ticket.setCustomerEmailId(customerEmailId);

                        activity.setCustomerEmailId(customerEmailId);

                        user = userContextServiceClient

                                .getUserByEmail(customerEmailId);

                    }

                    if ((user == null || user.getUserId() == -1)

                            && customerMobileNumber != null

                            && !customerMobileNumber.isEmpty()) {

                        ticket.setCustomerMobileNumber(customerMobileNumber);

                        activity.setCustomerMobileNumber(customerMobileNumber);

                        user = userContextServiceClient

                                .getUserByMobileNumber(Long

                                        .parseLong(customerMobileNumber));

                    }

                } catch (UserContextException e) {

                    log.error("Could not fetch user for: " + customerEmailId

                            + " " + customerMobileNumber + " " + customerName,

                            e);

                }

                if (user != null && user.getUserId() != -1) {

                    ticket.setCustomerId(user.getUserId());

                    activity.setCustomerId(user.getUserId());

                }

            }

            // handling null values appropriately

            if (assigneeEmailId != null && !assigneeEmailId.isEmpty()) {

                long assigneeId = CRMAuthorizingRealm.getAgent(assigneeEmailId)

                        .getId();

                ticket.setAssigneeId(assigneeId);

                activity.setTicketAssigneeId(assigneeId);

            }

            crmServiceClient = new CRMClient().getClient();

            id = String

                    .valueOf(crmServiceClient.insertTicket(ticket, activity));

        } catch (TException e) {

            log.error("Error while creating ticket", e);

            return EXCEPTION;

        }

        return index();

    }

    public boolean isAssigneeEditable() {

        return SecurityUtils.getSubject().hasRole("TeamLead");

    }

    public String searchTickets() throws ParseException {

        try {

            SearchFilter searchFilter = new SearchFilter();

            if (userId != null && !userId.isEmpty()) {

                searchFilter.setCustomerId(Long.parseLong(userId));

            }

            if (agentIds != null && agentIds.length != 0) {

                searchFilter.setTicketAssigneeIds(new ArrayList<Long>());

                for (String agentId : agentIds) {

                    searchFilter.getTicketAssigneeIds().add(

                            CRMAuthorizingRealm.getAgent(agentId).getId());

                }

            }

            if (startTimestamp != null && !startTimestamp.isEmpty()) {

                searchFilter.setStartTimestamp(SDF.parse(startTimestamp)

                        .getTime());

            }

            if (endTimestamp != null && !endTimestamp.isEmpty()) {

                searchFilter.setEndTimestamp(SDF.parse(endTimestamp).getTime());

            }

            if (id != null && !id.isEmpty()) {

                searchFilter.setTicketId(Long.parseLong(id));

            }

            if (status != null && !status.isEmpty()) {

                searchFilter.setTicketStatuses(new ArrayList<TicketStatus>());

                searchFilter.getTicketStatuses().add(TicketStatus.valueOf(status));

                if (TicketStatus.OPEN.name().equals(status)) {

                    searchFilter.getTicketStatuses().add(TicketStatus.REOPEN);

                }

            }

            if (category != null && !category.isEmpty()) {

                searchFilter

                        .setTicketCategory(TicketCategory.valueOf(category));

            }

            crmServiceClient = new CRMClient().getClient();

            tickets = crmServiceClient.getTickets(searchFilter);

        } catch (TException e) {

            String errorString = "Error getting tickets for "

                    + currentAgentEmailId;

            log.error(errorString, e);

            addActionError(errorString);

        }

        return index();

    }

    public String getUnassignedTickets() {

        try {

            crmServiceClient = new CRMClient().getClient();

            tickets = crmServiceClient.getUnassignedTickets();

        } catch (TException e) {

            String errorString = "Error getting tickets for "

                    + currentAgentEmailId;

            log.error(errorString, e);

            addActionError(errorString);

        }

        return index();

    }

    public String update() {

        try {

            long creatorId = CRMAuthorizingRealm.getAgent(currentAgentEmailId)

                    .getId();

            SearchFilter searchFilter = new SearchFilter();

            searchFilter.setTicketId(Long.parseLong(id));

            crmServiceClient = new CRMClient().getClient();

            Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);

            ticket.setDescription(description);

            ticket.setPriority(TicketPriority.valueOf(priority));

            // Update when a ticket is closed!

            if (TicketStatus.CLOSED.name().equals(status) || TicketCategory.COD_VERIFICATION.equals(ticket.getCategory())) {

                if (TicketCategory.COD_VERIFICATION.equals(ticket.getCategory())

                        && pendingCODOrders(ticket.getCustomerId())) {

                    addActionMessage("Cod orders pending for verification. Ticket can not be closed and its category cannot be changed.");

                } else {

                    ticket.setCategory(TicketCategory.valueOf(category));

                    ticket.setStatus(TicketStatus.valueOf(status));

                    ticket.setCloseDate(new Date().getTime());

                }

            }

            else {

                ticket.setCategory(TicketCategory.valueOf(category));

                ticket.setStatus(TicketStatus.valueOf(status));

            }

            if (activityDescription == null || activityDescription.isEmpty()) {

                activityDescription = "Ticket fields updated";

            }

            Activity activity = new Activity();

            activity.setDescription(activityDescription);

            activity.setType(ActivityType.valueOf(activityType));

            activity.setTicketPriority(ticket.getPriority());

            activity.setTicketStatus(ticket.getStatus());

            activity.setCreatorId(creatorId);

            activity.setTicketCategory(ticket.getCategory());

            activity.setTicketDescription(ticket.getDescription());

            if (userId != null && !userId.isEmpty()) {

                activity.setCustomerId(Long.parseLong(userId));

            }

            // Handling null values appropriately

            if (assigneeEmailId != null && !assigneeEmailId.isEmpty()) {

                long assigneeId = CRMAuthorizingRealm.getAgent(assigneeEmailId)

                        .getId();

                ticket.setAssigneeId(assigneeId);

                activity.setTicketAssigneeId(assigneeId);

            }

            if (ActivityType.SEND_EMAIL_TO_CUSTOMER.equals(activity.getType())) {

                log.info("Sending mail");

                Client helperClient = new HelperClient().getClient();

                activity.setUserEmailId(helperClient.saveUserEmailForSending(

                        customerEmailId, CRMConstants.CRM_EMAIL_SENDOR,

                        subject, body, null, CRMConstants.CRM_EMAIL_TYPE));

                String plainTextbody = new Source(body).getTextExtractor().toString();

                // We change activityType to OTHER when pop up box for email

                // closes

                activity.setDescription("Subject: " + subject + "\n\n"

                        + "Body: " + plainTextbody);

                String activityDesc = activity.getDescription();

                if (activityDesc.length() > CRMConstants.DESCRIPTION_MAX_WIDTH) {

                    activityDesc = activityDesc.substring(0, CRMConstants.DESCRIPTION_MAX_WIDTH);

                    activityDesc += "\n\nTHIS TEXT IS TRUNCATED. PLEASE VISIT INBOX TO SEE COMPLETE DETAILS.";

                }

                activity.setDescription(activityDesc);

            }

            if (ActivityType.ESCALATE_TICKET.equals(activity.getType())) {

                log.info("Sending escalation mail");

                EscalationMatrix escalation = CRMConstants.EscalationMatrix.valueOf(escalate);

                List<Integer> escalationReceipients = escalation.getAgentIds();

                String toMailIds = "";

                for (Integer agentId : escalationReceipients) {

                    toMailIds += CRMAuthorizingRealm.getAgent(agentId).getEmailId() + ";";

                    // Setting last agent as assignee

                    ticket.setAssigneeId(agentId);

                    activity.setTicketAssigneeId(agentId);

                }

                Client helperClient = new HelperClient().getClient();

                String escalationMailSubject = createEscalationMailSubject(ticket, escalation);

                String escalationMailBody = createEscalationMailBody(ticket, escalation);

                activity.setUserEmailId(helperClient.saveUserEmailForSending(

                        toMailIds, CRMConstants.CRM_EMAIL_SENDOR,

                        escalationMailSubject, escalationMailBody,

                        null, CRMConstants.CRM_EMAIL_TYPE));

                // We change activityType to OTHER when pop up box for email

                // closes

                activity.setDescription("To: " + toMailIds + "\n\nSubject: " + escalationMailSubject + "\n\n"

                        + "Body: " + escalationMailBody);

            }

            User user = null;

            userContextServiceClient = new UserClient().getClient();

            try {

                if (customerName != null && !customerName.isEmpty()) {

                    ticket.setCustomerName(customerName);

                    activity.setCustomerName(customerName);

                }

                if (customerEmailId != null && !customerEmailId.isEmpty()) {

                    ticket.setCustomerEmailId(customerEmailId);

                    activity.setCustomerEmailId(customerEmailId);

                    user = userContextServiceClient

                            .getUserByEmail(customerEmailId);

                }

                if ((user == null || user.getUserId() == -1)

                        && customerMobileNumber != null

                        && !customerMobileNumber.isEmpty()) {

                    ticket.setCustomerMobileNumber(customerMobileNumber);

                    activity.setCustomerMobileNumber(customerMobileNumber);

                    user = userContextServiceClient.getUserByMobileNumber(Long

                            .parseLong(customerMobileNumber));

                }

            } catch (UserContextException e) {

                log.error("Could not fetch user for: " + customerEmailId + " "

                        + customerMobileNumber + " " + customerName, e);

            }

            if (user != null && user.getUserId() != -1) {

                ticket.setCustomerId(user.getUserId());

                activity.setCustomerId(user.getUserId());

            }

            crmServiceClient = new CRMClient().getClient();

            crmServiceClient.updateTicket(ticket, activity);

        } catch (TException e) {

            log.error("Error while updating ticket", e);

            return EXCEPTION;

        } catch (HelperServiceException hse) {

            log.error("Error while sending mail", hse);

            return EXCEPTION;

        }

        return index();

    }

    private String createEscalationMailBody(Ticket ticket,

            EscalationMatrix escalation)

    {

        return body + "<br />Please visit following URL to check ticket details.<br />" + 

            "http://cs.shop2020.in:8080/crm?ticketId=" + ticket.getId();

    }

    private String createEscalationMailSubject(Ticket ticket,

            EscalationMatrix escalation)

    {

        return CRMConstants.CRM_SUBJECT_PREFIX_FOR_TICKET_ID + ticket.getId() + " - ESCALATION FROM CRM - Type: " + escalation.name();

    }

    private boolean pendingCODOrders(long customerId) {

        try {

            log.info("Trying to fetch orders for " + customerId);

            transactionServiceClient = new TransactionClient().getClient();

            for (Order order : transactionServiceClient.getOrdersForCustomer(

                    customerId, 0, 0,

                    Collections.singletonList(OrderStatus.INIT))) {

                log.info("Processing order: " + order.getId() + " with COD: " + order.isCod());

                if (order.isCod()) {

                    log.info("Returning true from pendingCODOrders() for " + customerId);

                    return true;

                }

            }

        } catch (TTransportException e) {

            log.error("Error while creating thrift client", e);

        } catch (TransactionServiceException e) {

            log.error("Error fetching orders", e);

        } catch (TException e) {

            log.error("Error fetching orders", e);

        }

        log.info("Returning false from pendingCODOrders() for " + customerId);

        return false;

    }

    public String updateOrderStatus() {

        long creatorId;

        OrderStatus orderStatusEnum = null;

        try {

            creatorId = CRMAuthorizingRealm.getAgent(currentAgentEmailId).getId();

            if(orderStatus.equals("DENY_CANCEL_REQUEST")) {

                transactionServiceClient = new TransactionClient().getClient();

                transactionServiceClient.markOrderCancellationRequestDenied(Long.parseLong(orderId));

            } 

            else {

                orderStatusEnum = OrderStatus.valueOf(orderStatus);

                transactionServiceClient = new TransactionClient().getClient();

                if (OrderStatus.SUBMITTED_FOR_PROCESSING.equals(orderStatusEnum)) {

                    transactionServiceClient.verifyOrder(Long.parseLong(orderId));

                }

                else if (OrderStatus.CANCELED.equals(orderStatusEnum)) {

                    transactionServiceClient.refundOrder(Long.parseLong(orderId), currentAgentEmailId, cancelReason);

                }

                else if (OrderStatus.CANCEL_REQUEST_CONFIRMED.equals(orderStatusEnum)) {

                    transactionServiceClient.markOrderCancellationRequestConfirmed(Long.parseLong(orderId));

                }

                else {

                    throw new UnsupportedOperationException("Cannot update status of orderId: " + orderId + " to: " + orderStatus);

                }

            }

            SearchFilter searchFilter = new SearchFilter();

            searchFilter.setTicketId(Long.parseLong(id));

            crmServiceClient = new CRMClient().getClient();

            Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);

            // Inserting activity

            Activity activity = new Activity();

            activity.setDescription("Status updated for Order Id: " + orderId

                    + " to " + orderStatus + ", Reason: " + cancelReason + body);

            activity.setType(ActivityType.OTHER);

            activity.setTicketPriority(ticket.getPriority());

            activity.setTicketStatus(ticket.getStatus());

            activity.setCreatorId(creatorId);

            activity.setTicketCategory(ticket.getCategory());

            activity.setTicketDescription(ticket.getDescription());

            activity.setCustomerId(ticket.getCustomerId());

            activity.setTicketAssigneeId(ticket.getAssigneeId());

            crmServiceClient = new CRMClient().getClient();

            crmServiceClient.updateTicket(ticket, activity);

        } catch (TException e) {

            log.info("Thrift exception", e);

        } catch (NumberFormatException e) {

            log.info("Could not convert to long", e);

        } catch (TransactionServiceException e) {

            log.info("Transaction client exception", e);

        }

        return edit();

    }

    public User getUser(Long userId) {

        User user = null;

        try {

            userContextServiceClient = new UserClient().getClient();

            user = userContextServiceClient.getUserById(userId);

        } catch (UserContextException e) {

            String errorString = "Could not fetch user for " + userId;

            log.error(errorString, e);

            addActionError(errorString);

        } catch (TException e) {

            String errorString = "Could not create client";

            log.error(errorString, e);

            addActionError(errorString);

        }

        return user;

    }

    public String allowPayment() {

        try {

            log.info("Allowing payment for paymentId = " + paymentId);

            transactionServiceClient = new TransactionClient().getClient();

            transactionServiceClient.markTransactionAsPaymentFlagRemoved(Long.parseLong(transactionId));

            if (id != null && !id.isEmpty()) {

                SearchFilter searchFilter = new SearchFilter();

                crmServiceClient = new CRMClient().getClient();

                searchFilter.setTicketId(Long.parseLong(id));

                Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);

                // Inserting activity

                if(ticket != null) {

                    Activity activity = new Activity();

                    activity.setDescription("Flagged Payment allowed");

                    activity.setType(ActivityType.OTHER);

                    activity.setTicketPriority(ticket.getPriority());

                    activity.setTicketStatus(ticket.getStatus());

                    activity.setCreatorId(CRMAuthorizingRealm.getAgent(currentAgentEmailId).getId());

                    activity.setTicketCategory(ticket.getCategory());

                    activity.setTicketDescription(ticket.getDescription());

                    activity.setCustomerId(ticket.getCustomerId());

                    activity.setTicketAssigneeId(ticket.getAssigneeId());

                    crmServiceClient = new CRMClient().getClient();

                    crmServiceClient.updateTicket(ticket, activity);

                }

            }

        } catch (TException e) {

            log.error("Error while getting tickets", e);

            return EXCEPTION;

        } catch (NumberFormatException e) {

            log.error("Invalid ticket Id", e);

            return EXCEPTION;

        } catch (TransactionServiceException e) {

            log.error("Error while marking transactions as Flag removed", e);

            return EXCEPTION;

        }

        return edit();

    }

    public String blockPayment() throws NumberFormatException, TransactionServiceException, TException {

        try {

            log.info("Blocking payment for paymentId = " + paymentId);

            transactionServiceClient = new TransactionClient().getClient();

            transactionServiceClient.refundTransaction(Long.parseLong(transactionId), currentAgentEmailId, "FLAGGED_PAYMENT_CANCELLED");

            if (id != null && !id.isEmpty()) {

                SearchFilter searchFilter = new SearchFilter();

                crmServiceClient = new CRMClient().getClient();

                searchFilter.setTicketId(Long.parseLong(id));

                Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);

                // Inserting activity

                if(ticket != null) {

                    Activity activity = new Activity();

                    activity.setDescription("Flagged Payment allowed");

                    activity.setType(ActivityType.OTHER);

                    activity.setTicketPriority(ticket.getPriority());

                    activity.setTicketStatus(ticket.getStatus());

                    activity.setCreatorId(CRMAuthorizingRealm.getAgent(currentAgentEmailId).getId());

                    activity.setTicketCategory(ticket.getCategory());

                    activity.setTicketDescription(ticket.getDescription());

                    activity.setCustomerId(ticket.getCustomerId());

                    activity.setTicketAssigneeId(ticket.getAssigneeId());

                    crmServiceClient = new CRMClient().getClient();

                    crmServiceClient.updateTicket(ticket, activity);

                }

            }

        } catch (TException e) {

            log.error("Error while getting tickets", e);

            return EXCEPTION;

        } catch (NumberFormatException e) {

            log.error("Invalid ticket Id", e);

            return EXCEPTION;

        } catch (TransactionServiceException e) {

            log.error("Error while allowing flagged payment", e);

            return EXCEPTION;

        }

        return edit();

    }

    public EscalationMatrix[] getEscalationMatrix () {

        return CRMConstants.EscalationMatrix.values();

    }

    public CODCancelMatrix[] getCODCancelMatrix () {

        return CRMConstants.CODCancelMatrix.values();

    }

    public String getAddress(Order order) {

        return ModelUtils.extractAddressFromOrder(order);

    }

    public String getProductName(LineItem lineItem) {

        return ModelUtils.extractProductNameFromLineItem(lineItem) + " " + lineItem.getColor();

    }

    public ActivityType[] getActivityTypes() {

        return ActivityType.values();

    }

    public TicketStatus[] getTicketStatuses() {

        return TicketStatus.values();

    }

    public Agent getAgent(long agentId) throws TException {

        return CRMAuthorizingRealm.getAgent(agentId);

    }

    public List<Agent> getAllAgents() {

        return CRMAuthorizingRealm.getAgents();

    }

    public TicketCategory[] getTicketCategories() {

        return TicketCategory.values();

    }

    public TicketPriority[] getTicketPriorities() {

        return TicketPriority.values();

    }

    public List<Ticket> getTickets() {

        return tickets;

    }

    public void setTickets(List<Ticket> tickets) {

        this.tickets = tickets;

    }

    public String getCustomerEmailId() {

        return customerEmailId;

    }

    public void setCustomerEmailId(String customerEmailId) {

        this.customerEmailId = customerEmailId;

    }

    public String getDescription() {

        return description;

    }

    public void setDescription(String description) {

        this.description = description;

    }

    public String getAssigneeEmailId() {

        return assigneeEmailId;

    }

    public void setAssigneeEmailId(String assigneeEmailId) {

        this.assigneeEmailId = assigneeEmailId;

    }

    public String getPriority() {

        return priority;

    }

    public void setPriority(String priority) {

        this.priority = priority;

    }

    public String getCategory() {

        return category;

    }

    public void setCategory(String category) {

        this.category = category;

    }

    public String getOrderId() {

        return orderId;

    }

    public void setOrderId(String orderId) {

        this.orderId = orderId;

    }

    public String[] getAgentIds() {

        return agentIds;

    }

    public void setAgentIds(String[] agentIds) {

        this.agentIds = agentIds;

    }

    public String getStartTimestamp() {

        return startTimestamp;

    }

    public void setStartTimestamp(String startTimestamp) {

        this.startTimestamp = startTimestamp;

    }

    public String getEndTimestamp() {

        return endTimestamp;

    }

    public void setEndTimestamp(String endTimestamp) {

        this.endTimestamp = endTimestamp;

    }

    public String getUserId() {

        return userId;

    }

    public void setUserId(String userId) {

        this.userId = userId;

    }

    public String getId() {

        return id;

    }

    public void setId(String id) {

        this.id = id;

    }

    public String getActivityDescription() {

        return activityDescription;

    }

    public void setActivityDescription(String activityDescription) {

        this.activityDescription = activityDescription;

    }

    public String getStatus() {

        return status;

    }

    public void setStatus(String status) {

        this.status = status;

    }

    public String getActivityType() {

        return activityType;

    }

    public void setActivityType(String activityType) {

        this.activityType = activityType;

    }

    public Ticket getTicket() {

        return ticket;

    }

    public void setTicket(Ticket ticket) {

        this.ticket = ticket;

    }

    public List<Activity> getActivities() {

        return activities;

    }

    public void setActivities(List<Activity> activities) {

        this.activities = activities;

    }

    public String getSubject() {

        return subject;

    }

    public void setSubject(String subject) {

        this.subject = subject;

    }

    public String getBody() {

        return body;

    }

    public void setBody(String body) {

        this.body = body;

    }

    public String getCustomerName() {

        return customerName;

    }

    public void setCustomerName(String customerName) {

        this.customerName = customerName;

    }

    public String getCustomerMobileNumber() {

        return customerMobileNumber;

    }

    public void setCustomerMobileNumber(String customerMobileNumber) {

        this.customerMobileNumber = customerMobileNumber;

    }

    public User getUser() {

        return user;

    }

    public void setUser(User user) {

        this.user = user;

    }

    public String getOrderStatus() {

        return orderStatus;

    }

    public void setOrderStatus(String orderStatus) {

        this.orderStatus = orderStatus;

    }

    public List<Order> getOrders() {

        return orders;

    }

    public void setOrders(List<Order> orders) {

        this.orders = orders;

    }

    public String getEscalate() {

        return escalate;

    }

    public void setEscalate(String escalate) {

        this.escalate = escalate;

    }

    public String getCancelReason() {

        return cancelReason;

    }

    public void setCancelReason(String cancelReason) {

        this.cancelReason = cancelReason;

    }

    public List<Payment> getPayments() {