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3137 mandeep.dh 1 
/**
2 
 *
3 
 */
4 
package in.shop2020.serving.controllers;
5 
 
3339 mandeep.dh 6 
import in.shop2020.crm.Activity;
7 
import in.shop2020.crm.ActivityType;
3137 mandeep.dh 8 
import in.shop2020.crm.Agent;
3390 mandeep.dh 9 
import in.shop2020.crm.SearchFilter;
3137 mandeep.dh 10 
import in.shop2020.crm.Ticket;
3339 mandeep.dh 11 
import in.shop2020.crm.TicketCategory;
12 
import in.shop2020.crm.TicketPriority;
3137 mandeep.dh 13 
import in.shop2020.crm.TicketStatus;
3546 mandeep.dh 14 
import in.shop2020.model.v1.order.LineItem;
15 
import in.shop2020.model.v1.order.Order;
16 
import in.shop2020.model.v1.order.OrderStatus;
4267 anupam.sin 17 
import in.shop2020.model.v1.order.Transaction;
3546 mandeep.dh 18 
import in.shop2020.model.v1.order.TransactionServiceException;
4267 anupam.sin 19 
import in.shop2020.model.v1.order.TransactionStatus;
3137 mandeep.dh 20 
import in.shop2020.model.v1.user.User;
21 
import in.shop2020.model.v1.user.UserContextException;
3578 mandeep.dh 22 
import in.shop2020.payments.Payment;
23 
import in.shop2020.payments.PaymentException;
24 
import in.shop2020.payments.PaymentStatus;
3390 mandeep.dh 25 
import in.shop2020.serving.auth.CRMAuthorizingRealm;
26 
import in.shop2020.thrift.clients.CRMClient;
3405 mandeep.dh 27 
import in.shop2020.thrift.clients.HelperClient;
3578 mandeep.dh 28 
import in.shop2020.thrift.clients.PaymentClient;
3546 mandeep.dh 29 
import in.shop2020.thrift.clients.TransactionClient;
3390 mandeep.dh 30 
import in.shop2020.thrift.clients.UserClient;
3405 mandeep.dh 31 
import in.shop2020.util.CRMConstants;
4020 mandeep.dh 32 
import in.shop2020.util.CRMConstants.EscalationMatrix;
3405 mandeep.dh 33 
import in.shop2020.utils.HelperService.Client;
34 
import in.shop2020.utils.HelperServiceException;
3546 mandeep.dh 35 
import in.shop2020.utils.ModelUtils;
3137 mandeep.dh 36 
 
3397 mandeep.dh 37 
import java.text.ParseException;
3137 mandeep.dh 38 
import java.util.ArrayList;
3578 mandeep.dh 39 
import java.util.Calendar;
3390 mandeep.dh 40 
import java.util.Collections;
3405 mandeep.dh 41 
import java.util.Date;
4490 anupam.sin 42 
import java.util.HashMap;
3137 mandeep.dh 43 
import java.util.List;
44 
 
4256 mandeep.dh 45 
import net.htmlparser.jericho.Source;
46 
 
3405 mandeep.dh 47 
import org.apache.shiro.SecurityUtils;
3137 mandeep.dh 48 
import org.apache.thrift.TException;
3546 mandeep.dh 49 
import org.apache.thrift.transport.TTransportException;
3137 mandeep.dh 50 
 
51 
/**
52 
 * @author mandeep
53 
 *
54 
 */
55 
public class TicketsController extends BaseController {
56 
 
57 
    /**
58 
     *
59 
     */
60 
    private static final long serialVersionUID = 1L;
61 
 
62 
    List<Ticket>              tickets          = new ArrayList<Ticket>();
3405 mandeep.dh 63 
    private String            customerEmailId;
3339 mandeep.dh 64 
    private String            description;
65 
    private String            assigneeEmailId;
66 
    private String            priority;
67 
    private String            category;
68 
    private String            orderId;
3397 mandeep.dh 69 
    private String[]          agentIds;
70 
    private String            startTimestamp;
71 
    private String            endTimestamp;
3137 mandeep.dh 72 
 
3405 mandeep.dh 73 
    private String            userId;
74 
    private String            id;
75 
    private String            activityDescription;
76 
    private String            status;
77 
    private String            activityType;
78 
    private Ticket            ticket;
79 
    private List<Activity>    activities;
80 
    private String            subject;
81 
    private String            body;
82 
    private String            customerName;
83 
    private String            customerMobileNumber;
3546 mandeep.dh 84 
    private User              user;
85 
    private String            orderStatus;
86 
    private List<Order>       orders;
4267 anupam.sin 87 
    private List<Payment>     payments;
4020 mandeep.dh 88 
    private String            escalate;
4241 anupam.sin 89 
    private String            cancelReason;
4267 anupam.sin 90 
    private String            transactionId;
3405 mandeep.dh 91 
 
4438 anupam.sin 92 
    private String paymentId;
93 
 
4490 anupam.sin 94 
    private HashMap<String, String> allAttachmentsForTicket;
95 
 
3405 mandeep.dh 96 
    public String index() {
97 
        try {
98 
            if (id != null && !id.isEmpty()) {
99 
                SearchFilter searchFilter = new SearchFilter();
100 
                crmServiceClient = new CRMClient().getClient();
101 
                searchFilter.setTicketId(Long.parseLong(id));
102 
                tickets = crmServiceClient.getTickets(searchFilter);
103 
            }
104 
        } catch (TException e) {
105 
            log.error("Error while getting tickets", e);
106 
            return EXCEPTION;
107 
        }
108 
 
109 
        return INDEX;
110 
    }
111 
 
112 
    public String edit() {
113 
        try {
114 
            long ticketId = Long.parseLong(id);
115 
            SearchFilter searchFilter = new SearchFilter();
116 
            searchFilter.setTicketId(ticketId);
117 
            crmServiceClient = new CRMClient().getClient();
118 
            ticket = crmServiceClient.getTickets(searchFilter).get(0);
119 
            activities = crmServiceClient.getActivities(searchFilter);
4490 anupam.sin 120 
            populateAttachments();
3405 mandeep.dh 121 
            subject = createSubjectString(ticket);
122 
 
123 
            if (ticket.isSetCustomerId()) {
124 
                userId = String.valueOf(ticket.getCustomerId());
3546 mandeep.dh 125 
                userContextServiceClient = new UserClient().getClient();
126 
 
127 
                try {
128 
                    user = userContextServiceClient.getUserById(ticket
129 
                            .getCustomerId());
130 
                } catch (UserContextException e) {
131 
                    log.error("Could not fetch user details", e);
132 
                }
3405 mandeep.dh 133 
            }
134 
 
135 
            customerEmailId = ticket.getCustomerEmailId();
4689 anupam.sin 136 
 
4277 anupam.sin 137 
            if (TicketCategory.ORDER_CANCELLATION.equals(ticket.getCategory())) {
138 
                log.info("Fetching orders for " + ticket.getCustomerId());
139 
                orders = new ArrayList<Order>();
140 
                transactionServiceClient = new TransactionClient().getClient();
4689 anupam.sin 141 
                for (Order order : transactionServiceClient
142 
                        .getOrdersForCustomer(ticket.getCustomerId(), 0, 0,
143 
                                Collections.singletonList(OrderStatus.CANCEL_REQUEST_RECEIVED))) {
144 
                    log.info("Processing Order: " + order.getId());
4287 anupam.sin 145 
                    orders.add(order);
146 
                }
4277 anupam.sin 147 
            }
3546 mandeep.dh 148 
 
149 
            if (TicketCategory.COD_VERIFICATION.equals(ticket.getCategory())) {
150 
                log.info("Fetching orders for " + ticket.getCustomerId());
151 
                orders = new ArrayList<Order>();
152 
                transactionServiceClient = new TransactionClient().getClient();
153 
                for (Order order : transactionServiceClient
154 
                        .getOrdersForCustomer(ticket.getCustomerId(), 0, 0,
4663 rajveer 155 
                                Collections.singletonList(OrderStatus.COD_VERIFICATION_PENDING))) {
3546 mandeep.dh 156 
                    log.info("Processing Order: " + order);
157 
                    if (order.isCod()) {
158 
                        orders.add(order);
159 
                    }
160 
                }
161 
            }
4689 anupam.sin 162 
 
4490 anupam.sin 163 
            if (TicketCategory.DOA_RECEIVED.equals(ticket.getCategory())) {
164 
                log.info("Fetching orders for " + ticket.getCustomerId());
165 
                orders = new ArrayList<Order>();
166 
                transactionServiceClient = new TransactionClient().getClient();
167 
                for (Order order : transactionServiceClient
168 
                        .getOrdersForCustomer(ticket.getCustomerId(), 0, 0,
169 
                                Collections.singletonList(OrderStatus.DOA_REQUEST_RECEIVED))) {
170 
                    log.info("Processing Order: " + order);
171 
                    if (order != null) {
172 
                        orders.add(order);
173 
                    }
174 
                }
175 
            }
4689 anupam.sin 176 
 
4490 anupam.sin 177 
            if (TicketCategory.RETURN_FORM.equals(ticket.getCategory())) {
178 
                log.info("Fetching orders for " + ticket.getCustomerId());
179 
                orders = new ArrayList<Order>();
180 
                transactionServiceClient = new TransactionClient().getClient();
181 
                for (Order order : transactionServiceClient
182 
                        .getOrdersForCustomer(ticket.getCustomerId(), 0, 0,
183 
                                Collections.singletonList(OrderStatus.RET_REQUEST_RECEIVED))) {
184 
                    log.info("Processing Order: " + order);
185 
                    if (order != null) {
186 
                        orders.add(order);
187 
                    }
188 
                }
189 
            }
3578 mandeep.dh 190 
 
4267 anupam.sin 191 
            if (TicketCategory.PAYMENT_FLAGGED.equals(ticket.getCategory())) {
192 
                log.info("Fetching orders for " + ticket.getCustomerId());
193 
                payments = new ArrayList<Payment>();
194 
                in.shop2020.payments.PaymentService.Client paymentClient = new PaymentClient().getClient();
195 
                transactionServiceClient = new TransactionClient().getClient();
196 
                for (Transaction transaction : transactionServiceClient
197 
                        .getTransactionsForCustomer(ticket.getCustomerId(), 0, 0, TransactionStatus.FLAGGED)) {
198 
                    log.info("Processing Transaction: " + transaction);
199 
                    for ( Payment payment : paymentClient.getPaymentForTxnId(transaction.getId())) {
200 
                        if( payment.getStatus().equals(PaymentStatus.AUTHORIZED)) {
201 
                            payments.add(payment);
202 
                        }
203 
                    }
204 
                }
205 
            }
206 
 
3578 mandeep.dh 207 
            if (TicketCategory.FAILED_PAYMENTS.equals(ticket.getCategory())) {
208 
                log.info("Fetching orders for " + ticket.getCustomerId());
209 
                orders = new ArrayList<Order>();
210 
                in.shop2020.payments.PaymentService.Client paymentClient = new PaymentClient().getClient();
211 
 
212 
                long failedTransactionId = -1;
213 
                long lastfailedTransactionTimestamp = -1;
214 
                for (Payment payment : paymentClient.getPaymentsForUser(ticket.getCustomerId(), 0, getTomorrow().getTime(), PaymentStatus.FAILED, 0)) {
215 
                    if (payment.getErrorTimestamp() > lastfailedTransactionTimestamp) {
216 
                        failedTransactionId = payment.getMerchantTxnId();
217 
                    }
218 
                }
219 
 
220 
                transactionServiceClient = new TransactionClient().getClient();
221 
                orders.addAll(transactionServiceClient.getOrdersForTransaction(failedTransactionId, ticket.getCustomerId()));
222 
            }
4008 mandeep.dh 223 
 
224 
            if (TicketCategory.DELAYED_DELIVERY.equals(ticket.getCategory())) {
225 
                log.info("Fetching orders for " + ticket.getCustomerId());
226 
                orders = new ArrayList<Order>();
227 
                transactionServiceClient = new TransactionClient().getClient();
228 
 
229 
                for (Order order : transactionServiceClient.getOrdersForCustomer(ticket.getCustomerId(), 0, 0, null)) {
230 
                    if (order.getExpected_delivery_time() > order.getPromised_delivery_time() && order.getExpected_delivery_time() > new Date().getTime()) {
231 
                        orders.add(order);
232 
                    }
233 
                }
234 
            }
3405 mandeep.dh 235 
        } catch (TException e) {
3546 mandeep.dh 236 
            log.error("Error loading edit page", e);
237 
        } catch (NumberFormatException e) {
238 
            log.error("Error parsing orderId", e);
239 
        } catch (TransactionServiceException e) {
240 
            log.error("Error fetching orders for " + ticket.getCustomerId(), e);
3578 mandeep.dh 241 
        } catch (PaymentException e) {
242 
            log.error("Error fetching payments for " + ticket.getCustomerId(), e);
3405 mandeep.dh 243 
        }
244 
 
245 
        return EDIT;
246 
    }
247 
 
4490 anupam.sin 248 
    private void populateAttachments() {
249 
        allAttachmentsForTicket = new HashMap<String, String>();
250 
        for (Activity activity : activities) {
251 
            log.info("" + activity.getId());
252 
            String attachment = activity.getAttachments();
253 
            if (attachment != null && !attachment.isEmpty()) {
254 
                log.info("" + attachment);
255 
                String [] attachmentList = attachment.split(";");
256 
                for (String attachmentName : attachmentList) {
257 
                    if (attachmentName != null && !attachmentName.isEmpty()) {
258 
                        log.info("" + attachmentName);
259 
                        allAttachmentsForTicket.put(activity.getId() + "-" + attachmentName, attachmentName);
260 
                    }
261 
                }
262 
            }
263 
        }
264 
    }
265 
 
266 
    public static void main(String[] args) {
267 
        TicketsController tc = new TicketsController();
268 
        Integer i = new Integer(14215);
269 
        tc.id = i.toString();
270 
        tc.populateAttachments();
271 
    }
272 
 
3405 mandeep.dh 273 
    private String createSubjectString(Ticket ticket) {
274 
        return CRMConstants.CRM_SUBJECT_PREFIX_FOR_TICKET_ID + ticket.getId()
275 
                + " " + ticket.getCategory().name();
276 
    }
277 
 
3578 mandeep.dh 278 
    private Date getTomorrow() {
279 
        Calendar calendar = Calendar.getInstance();
280 
        calendar.setTime(new Date());
281 
        calendar.add(Calendar.DAY_OF_MONTH, 1);
282 
        return calendar.getTime();
283 
    }
284 
 
3339 mandeep.dh 285 
    public String create() {
286 
        try {
3546 mandeep.dh 287 
            long creatorId = CRMAuthorizingRealm.getAgent(currentAgentEmailId)
288 
                    .getId();
3339 mandeep.dh 289 
            Ticket ticket = new Ticket();
290 
            ticket.setDescription(description);
291 
            ticket.setCreatorId(creatorId);
292 
            ticket.setStatus(TicketStatus.OPEN);
293 
            ticket.setPriority(TicketPriority.valueOf(priority));
294 
            ticket.setCategory(TicketCategory.valueOf(category));
295 
 
296 
            Activity activity = new Activity();
297 
            activity.setDescription("Creating Ticket");
298 
            activity.setType(ActivityType.OTHER);
299 
            activity.setTicketPriority(TicketPriority.valueOf(priority));
300 
            activity.setTicketStatus(TicketStatus.OPEN);
301 
            activity.setCreatorId(creatorId);
302 
            activity.setTicketCategory(TicketCategory.valueOf(category));
303 
            activity.setTicketDescription(description);
304 
 
305 
            if (orderId != null && !orderId.isEmpty()) {
306 
                ticket.setOrderId(Long.parseLong(orderId));
307 
            }
4490 anupam.sin 308 
 
309 
            if (TicketCategory.valueOf(category) == TicketCategory.DOA_RECEIVED) {
310 
                transactionServiceClient = new TransactionClient().getClient();
311 
                if (!transactionServiceClient.markOrderDoaRequestReceived(Long.parseLong(orderId))) {
312 
                    throw new Exception("Order cannot be marked as DOA Received");
313 
                }
314 
                log.info("" + userId);
315 
 
316 
                Order order = transactionServiceClient.getOrder(Long.parseLong(orderId));
317 
                log.info("In order table id is : " + order.getCustomer_id());
318 
                if (userId == null || userId.isEmpty() || order.getCustomer_id() != Long.parseLong(userId)) {
319 
                    throw new Exception("This order is not associated with this user Id");
320 
                }
321 
            }
322 
 
323 
            if (TicketCategory.valueOf(category) == TicketCategory.RETURN_FORM) {
324 
                transactionServiceClient = new TransactionClient().getClient();
325 
                if (!transactionServiceClient.markOrderReturnRequestReceived(Long.parseLong(orderId))) {
326 
                    throw new Exception("Order cannot be marked as Return Requested");
327 
                }
328 
                log.info("" + userId);
329 
 
330 
                Order order = transactionServiceClient.getOrder(Long.parseLong(orderId));
331 
                log.info("In order table id is : " + order.getCustomer_id());
332 
                if (userId == null || userId.isEmpty() || order.getCustomer_id() != Long.parseLong(userId)) {
333 
                    throw new Exception("This order is not associated with this user Id");
334 
                }
335 
            }
4681 amar.kumar 336 
            if(body!=null && !body.isEmpty()){
337 
            	String plainTextbody = new Source(body).getTextExtractor().toString();
338 
            	ticket.setDescription(description + " : " + plainTextbody);
339 
            }
4490 anupam.sin 340 
 
3405 mandeep.dh 341 
            if (userId != null && !userId.isEmpty()) {
342 
                ticket.setCustomerId(Long.parseLong(userId));
343 
                activity.setCustomerId(Long.parseLong(userId));
3546 mandeep.dh 344 
            } else {
3390 mandeep.dh 345 
                User user = null;
346 
                userContextServiceClient = new UserClient().getClient();
347 
                try {
3405 mandeep.dh 348 
                    if (customerName != null && !customerName.isEmpty()) {
349 
                        ticket.setCustomerName(customerName);
350 
                        activity.setCustomerName(customerName);
351 
                    }
352 
 
353 
                    if (customerEmailId != null && !customerEmailId.isEmpty()) {
354 
                        ticket.setCustomerEmailId(customerEmailId);
355 
                        activity.setCustomerEmailId(customerEmailId);
3546 mandeep.dh 356 
                        user = userContextServiceClient
357 
                                .getUserByEmail(customerEmailId);
3405 mandeep.dh 358 
                    }
359 
 
3546 mandeep.dh 360 
                    if ((user == null || user.getUserId() == -1)
361 
                            && customerMobileNumber != null
362 
                            && !customerMobileNumber.isEmpty()) {
3405 mandeep.dh 363 
                        ticket.setCustomerMobileNumber(customerMobileNumber);
364 
                        activity.setCustomerMobileNumber(customerMobileNumber);
3546 mandeep.dh 365 
                        user = userContextServiceClient
366 
                                .getUserByMobileNumber(Long
367 
                                        .parseLong(customerMobileNumber));
3405 mandeep.dh 368 
                    }
3390 mandeep.dh 369 
                } catch (UserContextException e) {
3546 mandeep.dh 370 
                    log.error("Could not fetch user for: " + customerEmailId
371 
                            + " " + customerMobileNumber + " " + customerName,
372 
                            e);
3390 mandeep.dh 373 
                }
3546 mandeep.dh 374 
 
3390 mandeep.dh 375 
                if (user != null && user.getUserId() != -1) {
376 
                    ticket.setCustomerId(user.getUserId());
377 
                    activity.setCustomerId(user.getUserId());
378 
                }
3339 mandeep.dh 379 
            }
380 
 
381 
            // handling null values appropriately
382 
            if (assigneeEmailId != null && !assigneeEmailId.isEmpty()) {
3546 mandeep.dh 383 
                long assigneeId = CRMAuthorizingRealm.getAgent(assigneeEmailId)
384 
                        .getId();
3339 mandeep.dh 385 
                ticket.setAssigneeId(assigneeId);
386 
                activity.setTicketAssigneeId(assigneeId);
387 
            }
388 
 
3546 mandeep.dh 389 
            crmServiceClient = new CRMClient().getClient();
390 
            id = String
391 
                    .valueOf(crmServiceClient.insertTicket(ticket, activity));
3339 mandeep.dh 392 
        } catch (TException e) {
393 
            log.error("Error while creating ticket", e);
394 
            return EXCEPTION;
4490 anupam.sin 395 
        } catch (NumberFormatException e) {
396 
            log.error("Error while parsing Order Id", e);
397 
            return EXCEPTION;
398 
        } catch (TransactionServiceException e) {
399 
            log.error("Error while updating order status", e);
400 
            return EXCEPTION;
401 
        } catch (Exception e) {
402 
            log.error(e.getMessage());
403 
            return EXCEPTION;
3339 mandeep.dh 404 
        }
405 
 
3405 mandeep.dh 406 
        return index();
3339 mandeep.dh 407 
    }
408 
 
3405 mandeep.dh 409 
    public boolean isAssigneeEditable() {
410 
        return SecurityUtils.getSubject().hasRole("TeamLead");
411 
    }
412 
 
3397 mandeep.dh 413 
    public String searchTickets() throws ParseException {
3137 mandeep.dh 414 
        try {
3397 mandeep.dh 415 
            SearchFilter searchFilter = new SearchFilter();
3405 mandeep.dh 416 
            if (userId != null && !userId.isEmpty()) {
417 
                searchFilter.setCustomerId(Long.parseLong(userId));
418 
            }
419 
 
3397 mandeep.dh 420 
            if (agentIds != null && agentIds.length != 0) {
421 
                searchFilter.setTicketAssigneeIds(new ArrayList<Long>());
422 
                for (String agentId : agentIds) {
3546 mandeep.dh 423 
                    searchFilter.getTicketAssigneeIds().add(
424 
                            CRMAuthorizingRealm.getAgent(agentId).getId());
3397 mandeep.dh 425 
                }
426 
            }
3137 mandeep.dh 427 
 
3397 mandeep.dh 428 
            if (startTimestamp != null && !startTimestamp.isEmpty()) {
3546 mandeep.dh 429 
                searchFilter.setStartTimestamp(SDF.parse(startTimestamp)
430 
                        .getTime());
3397 mandeep.dh 431 
            }
432 
 
433 
            if (endTimestamp != null && !endTimestamp.isEmpty()) {
434 
                searchFilter.setEndTimestamp(SDF.parse(endTimestamp).getTime());
435 
            }
436 
 
3422 mandeep.dh 437 
            if (id != null && !id.isEmpty()) {
438 
                searchFilter.setTicketId(Long.parseLong(id));
439 
            }
440 
 
3499 mandeep.dh 441 
            if (status != null && !status.isEmpty()) {
3972 mandeep.dh 442 
                searchFilter.setTicketStatuses(new ArrayList<TicketStatus>());
443 
                searchFilter.getTicketStatuses().add(TicketStatus.valueOf(status));
444 
                if (TicketStatus.OPEN.name().equals(status)) {
445 
                    searchFilter.getTicketStatuses().add(TicketStatus.REOPEN);
446 
                }
3499 mandeep.dh 447 
            }
448 
 
449 
            if (category != null && !category.isEmpty()) {
3546 mandeep.dh 450 
                searchFilter
451 
                        .setTicketCategory(TicketCategory.valueOf(category));
3499 mandeep.dh 452 
            }
453 
 
3546 mandeep.dh 454 
            crmServiceClient = new CRMClient().getClient();
3405 mandeep.dh 455 
            tickets = crmServiceClient.getTickets(searchFilter);
3137 mandeep.dh 456 
        } catch (TException e) {
457 
            String errorString = "Error getting tickets for "
458 
                    + currentAgentEmailId;
459 
            log.error(errorString, e);
460 
            addActionError(errorString);
461 
        }
462 
 
3405 mandeep.dh 463 
        return index();
3137 mandeep.dh 464 
    }
465 
 
466 
    public String getUnassignedTickets() {
467 
        try {
3546 mandeep.dh 468 
            crmServiceClient = new CRMClient().getClient();
3137 mandeep.dh 469 
            tickets = crmServiceClient.getUnassignedTickets();
470 
        } catch (TException e) {
3339 mandeep.dh 471 
            String errorString = "Error getting tickets for "
472 
                    + currentAgentEmailId;
3137 mandeep.dh 473 
            log.error(errorString, e);
474 
            addActionError(errorString);
475 
        }
476 
 
3405 mandeep.dh 477 
        return index();
3137 mandeep.dh 478 
    }
479 
 
3405 mandeep.dh 480 
    public String update() {
481 
        try {
482 
            long creatorId = CRMAuthorizingRealm.getAgent(currentAgentEmailId)
483 
                    .getId();
484 
 
3546 mandeep.dh 485 
            SearchFilter searchFilter = new SearchFilter();
486 
            searchFilter.setTicketId(Long.parseLong(id));
487 
            crmServiceClient = new CRMClient().getClient();
488 
            Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);
3405 mandeep.dh 489 
            ticket.setDescription(description);
490 
            ticket.setPriority(TicketPriority.valueOf(priority));
491 
 
492 
            // Update when a ticket is closed!
3578 mandeep.dh 493 
            if (TicketStatus.CLOSED.name().equals(status) || TicketCategory.COD_VERIFICATION.equals(ticket.getCategory())) {
3546 mandeep.dh 494 
                if (TicketCategory.COD_VERIFICATION.equals(ticket.getCategory())
495 
                        && pendingCODOrders(ticket.getCustomerId())) {
496 
                    addActionMessage("Cod orders pending for verification. Ticket can not be closed and its category cannot be changed.");
497 
                } else {
498 
                    ticket.setCategory(TicketCategory.valueOf(category));
499 
                    ticket.setStatus(TicketStatus.valueOf(status));
500 
                    ticket.setCloseDate(new Date().getTime());
501 
                }
3405 mandeep.dh 502 
            }
3546 mandeep.dh 503 
            else {
504 
                ticket.setCategory(TicketCategory.valueOf(category));
3578 mandeep.dh 505 
                ticket.setStatus(TicketStatus.valueOf(status));
3546 mandeep.dh 506 
            }
3405 mandeep.dh 507 
 
508 
            if (activityDescription == null || activityDescription.isEmpty()) {
4241 anupam.sin 509 
                activityDescription = "Ticket fields updated";
3405 mandeep.dh 510 
            }
511 
 
512 
            Activity activity = new Activity();
513 
            activity.setDescription(activityDescription);
514 
            activity.setType(ActivityType.valueOf(activityType));
3546 mandeep.dh 515 
            activity.setTicketPriority(ticket.getPriority());
516 
            activity.setTicketStatus(ticket.getStatus());
3405 mandeep.dh 517 
            activity.setCreatorId(creatorId);
3546 mandeep.dh 518 
            activity.setTicketCategory(ticket.getCategory());
519 
            activity.setTicketDescription(ticket.getDescription());
3405 mandeep.dh 520 
 
521 
            if (userId != null && !userId.isEmpty()) {
522 
                activity.setCustomerId(Long.parseLong(userId));
523 
            }
524 
 
4035 mandeep.dh 525 
            // Handling null values appropriately
526 
            if (assigneeEmailId != null && !assigneeEmailId.isEmpty()) {
527 
                long assigneeId = CRMAuthorizingRealm.getAgent(assigneeEmailId)
528 
                        .getId();
529 
                ticket.setAssigneeId(assigneeId);
530 
                activity.setTicketAssigneeId(assigneeId);
531 
            }
532 
 
3405 mandeep.dh 533 
            if (ActivityType.SEND_EMAIL_TO_CUSTOMER.equals(activity.getType())) {
534 
                log.info("Sending mail");
535 
                Client helperClient = new HelperClient().getClient();
536 
                activity.setUserEmailId(helperClient.saveUserEmailForSending(
3546 mandeep.dh 537 
                        customerEmailId, CRMConstants.CRM_EMAIL_SENDOR,
538 
                        subject, body, null, CRMConstants.CRM_EMAIL_TYPE));
3405 mandeep.dh 539 
 
4256 mandeep.dh 540 
                String plainTextbody = new Source(body).getTextExtractor().toString();
541 
 
3405 mandeep.dh 542 
                // We change activityType to OTHER when pop up box for email
543 
                // closes
544 
                activity.setDescription("Subject: " + subject + "\n\n"
4256 mandeep.dh 545 
                        + "Body: " + plainTextbody);
4206 mandeep.dh 546 
 
547 
                String activityDesc = activity.getDescription();
548 
                if (activityDesc.length() > CRMConstants.DESCRIPTION_MAX_WIDTH) {
549 
                    activityDesc = activityDesc.substring(0, CRMConstants.DESCRIPTION_MAX_WIDTH);
550 
                    activityDesc += "\n\nTHIS TEXT IS TRUNCATED. PLEASE VISIT INBOX TO SEE COMPLETE DETAILS.";
551 
                }
552 
 
553 
                activity.setDescription(activityDesc);
3405 mandeep.dh 554 
            }
555 
 
4020 mandeep.dh 556 
            if (ActivityType.ESCALATE_TICKET.equals(activity.getType())) {
557 
                log.info("Sending escalation mail");
558 
                EscalationMatrix escalation = CRMConstants.EscalationMatrix.valueOf(escalate);
559 
                List<Integer> escalationReceipients = escalation.getAgentIds();
560 
 
561 
                String toMailIds = "";
562 
                for (Integer agentId : escalationReceipients) {
563 
                    toMailIds += CRMAuthorizingRealm.getAgent(agentId).getEmailId() + ";";
4034 mandeep.dh 564 
 
565 
                    // Setting last agent as assignee
566 
                    ticket.setAssigneeId(agentId);
567 
                    activity.setTicketAssigneeId(agentId);
4020 mandeep.dh 568 
                }
569 
 
570 
                Client helperClient = new HelperClient().getClient();
571 
                String escalationMailSubject = createEscalationMailSubject(ticket, escalation);
572 
                String escalationMailBody = createEscalationMailBody(ticket, escalation);
573 
 
574 
                activity.setUserEmailId(helperClient.saveUserEmailForSending(
575 
                        toMailIds, CRMConstants.CRM_EMAIL_SENDOR,
576 
                        escalationMailSubject, escalationMailBody,
577 
                        null, CRMConstants.CRM_EMAIL_TYPE));
578 
 
579 
                // We change activityType to OTHER when pop up box for email
580 
                // closes
581 
                activity.setDescription("To: " + toMailIds + "\n\nSubject: " + escalationMailSubject + "\n\n"
582 
                        + "Body: " + escalationMailBody);
583 
            }
584 
 
3405 mandeep.dh 585 
            User user = null;
586 
            userContextServiceClient = new UserClient().getClient();
587 
            try {
588 
                if (customerName != null && !customerName.isEmpty()) {
589 
                    ticket.setCustomerName(customerName);
590 
                    activity.setCustomerName(customerName);
591 
                }
592 
 
593 
                if (customerEmailId != null && !customerEmailId.isEmpty()) {
594 
                    ticket.setCustomerEmailId(customerEmailId);
595 
                    activity.setCustomerEmailId(customerEmailId);
3546 mandeep.dh 596 
                    user = userContextServiceClient
597 
                            .getUserByEmail(customerEmailId);
3405 mandeep.dh 598 
                }
599 
 
3546 mandeep.dh 600 
                if ((user == null || user.getUserId() == -1)
601 
                        && customerMobileNumber != null
602 
                        && !customerMobileNumber.isEmpty()) {
3405 mandeep.dh 603 
                    ticket.setCustomerMobileNumber(customerMobileNumber);
604 
                    activity.setCustomerMobileNumber(customerMobileNumber);
3546 mandeep.dh 605 
                    user = userContextServiceClient.getUserByMobileNumber(Long
606 
                            .parseLong(customerMobileNumber));
3405 mandeep.dh 607 
                }
608 
            } catch (UserContextException e) {
609 
                log.error("Could not fetch user for: " + customerEmailId + " "
610 
                        + customerMobileNumber + " " + customerName, e);
611 
            }
3546 mandeep.dh 612 
 
3405 mandeep.dh 613 
            if (user != null && user.getUserId() != -1) {
614 
                ticket.setCustomerId(user.getUserId());
615 
                activity.setCustomerId(user.getUserId());
616 
            }
617 
 
618 
            crmServiceClient = new CRMClient().getClient();
619 
            crmServiceClient.updateTicket(ticket, activity);
620 
        } catch (TException e) {
621 
            log.error("Error while updating ticket", e);
622 
            return EXCEPTION;
623 
        } catch (HelperServiceException hse) {
624 
            log.error("Error while sending mail", hse);
625 
            return EXCEPTION;
626 
        }
627 
 
628 
        return index();
629 
    }
630 
 
4020 mandeep.dh 631 
    private String createEscalationMailBody(Ticket ticket,
632 
            EscalationMatrix escalation)
633 
    {
634 
        return body + "<br />Please visit following URL to check ticket details.<br />" +
635 
            "http://cs.shop2020.in:8080/crm?ticketId=" + ticket.getId();
636 
    }
637 
 
638 
    private String createEscalationMailSubject(Ticket ticket,
639 
            EscalationMatrix escalation)
640 
    {
641 
        return CRMConstants.CRM_SUBJECT_PREFIX_FOR_TICKET_ID + ticket.getId() + " - ESCALATION FROM CRM - Type: " + escalation.name();
642 
    }
643 
 
3546 mandeep.dh 644 
    private boolean pendingCODOrders(long customerId) {
645 
        try {
646 
            log.info("Trying to fetch orders for " + customerId);
647 
            transactionServiceClient = new TransactionClient().getClient();
648 
            for (Order order : transactionServiceClient.getOrdersForCustomer(
649 
                    customerId, 0, 0,
4663 rajveer 650 
                    Collections.singletonList(OrderStatus.COD_VERIFICATION_PENDING))) {
3546 mandeep.dh 651 
                log.info("Processing order: " + order.getId() + " with COD: " + order.isCod());
652 
                if (order.isCod()) {
653 
                    log.info("Returning true from pendingCODOrders() for " + customerId);
654 
                    return true;
655 
                }
656 
            }
657 
        } catch (TTransportException e) {
658 
            log.error("Error while creating thrift client", e);
659 
        } catch (TransactionServiceException e) {
660 
            log.error("Error fetching orders", e);
661 
        } catch (TException e) {
662 
            log.error("Error fetching orders", e);
663 
        }
664 
 
665 
        log.info("Returning false from pendingCODOrders() for " + customerId);
666 
        return false;
667 
    }
668 
 
4277 anupam.sin 669 
    public String updateOrderStatus() {
670 
        long creatorId;
671 
        OrderStatus orderStatusEnum = null;
672 
        try {
673 
            creatorId = CRMAuthorizingRealm.getAgent(currentAgentEmailId).getId();
674 
 
675 
            if(orderStatus.equals("DENY_CANCEL_REQUEST")) {
676 
                transactionServiceClient = new TransactionClient().getClient();
677 
                transactionServiceClient.markOrderCancellationRequestDenied(Long.parseLong(orderId));
678 
            }
3546 mandeep.dh 679 
 
4277 anupam.sin 680 
            else {
3546 mandeep.dh 681 
 
4277 anupam.sin 682 
                orderStatusEnum = OrderStatus.valueOf(orderStatus);
683 
                transactionServiceClient = new TransactionClient().getClient();
3578 mandeep.dh 684 
 
4277 anupam.sin 685 
                if (OrderStatus.SUBMITTED_FOR_PROCESSING.equals(orderStatusEnum)) {
686 
                    transactionServiceClient.verifyOrder(Long.parseLong(orderId));
5348 anupam.sin 687 
                    transactionServiceClient.updateCODAgent(currentAgentEmailId, Long.parseLong(orderId));
4277 anupam.sin 688 
                }
4682 rajveer 689 
                else if (OrderStatus.COD_VERIFICATION_FAILED.equals(orderStatusEnum)) {
4277 anupam.sin 690 
                    transactionServiceClient.refundOrder(Long.parseLong(orderId), currentAgentEmailId, cancelReason);
5348 anupam.sin 691 
                    transactionServiceClient.updateCODAgent(currentAgentEmailId, Long.parseLong(orderId));
4277 anupam.sin 692 
                }
693 
                else if (OrderStatus.CANCEL_REQUEST_CONFIRMED.equals(orderStatusEnum)) {
694 
                    transactionServiceClient.markOrderCancellationRequestConfirmed(Long.parseLong(orderId));
695 
                }
696 
                else {
697 
                    throw new UnsupportedOperationException("Cannot update status of orderId: " + orderId + " to: " + orderStatus);
698 
                }
699 
            }
700 
 
701 
            SearchFilter searchFilter = new SearchFilter();
702 
            searchFilter.setTicketId(Long.parseLong(id));
703 
            crmServiceClient = new CRMClient().getClient();
704 
            Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);
3546 mandeep.dh 705 
 
4277 anupam.sin 706 
            // Inserting activity
707 
            Activity activity = new Activity();
708 
            activity.setDescription("Status updated for Order Id: " + orderId
709 
                    + " to " + orderStatus + ", Reason: " + cancelReason + body);
710 
            activity.setType(ActivityType.OTHER);
711 
            activity.setTicketPriority(ticket.getPriority());
712 
            activity.setTicketStatus(ticket.getStatus());
713 
            activity.setCreatorId(creatorId);
714 
            activity.setTicketCategory(ticket.getCategory());
715 
            activity.setTicketDescription(ticket.getDescription());
716 
            activity.setCustomerId(ticket.getCustomerId());
717 
            activity.setTicketAssigneeId(ticket.getAssigneeId());
3546 mandeep.dh 718 
 
4277 anupam.sin 719 
            crmServiceClient = new CRMClient().getClient();
720 
            crmServiceClient.updateTicket(ticket, activity);
3546 mandeep.dh 721 
 
4277 anupam.sin 722 
        } catch (TException e) {
723 
            log.info("Thrift exception", e);
724 
        } catch (NumberFormatException e) {
725 
            log.info("Could not convert to long", e);
726 
        } catch (TransactionServiceException e) {
727 
            log.info("Transaction client exception", e);
728 
        }
729 
 
3546 mandeep.dh 730 
        return edit();
731 
    }
4277 anupam.sin 732 
 
3137 mandeep.dh 733 
    public User getUser(Long userId) {
734 
        User user = null;
735 
 
736 
        try {
3390 mandeep.dh 737 
            userContextServiceClient = new UserClient().getClient();
3137 mandeep.dh 738 
            user = userContextServiceClient.getUserById(userId);
739 
        } catch (UserContextException e) {
740 
            String errorString = "Could not fetch user for " + userId;
741 
            log.error(errorString, e);
742 
            addActionError(errorString);
743 
        } catch (TException e) {
744 
            String errorString = "Could not create client";
745 
            log.error(errorString, e);
746 
            addActionError(errorString);
747 
        }
748 
 
749 
        return user;
750 
    }
4267 anupam.sin 751 
 
4438 anupam.sin 752 
    public String allowPayment() {
753 
        try {
754 
            log.info("Allowing payment for paymentId = " + paymentId);
755 
            transactionServiceClient = new TransactionClient().getClient();
756 
            transactionServiceClient.markTransactionAsPaymentFlagRemoved(Long.parseLong(transactionId));
757 
            if (id != null && !id.isEmpty()) {
758 
                SearchFilter searchFilter = new SearchFilter();
759 
                crmServiceClient = new CRMClient().getClient();
760 
                searchFilter.setTicketId(Long.parseLong(id));
761 
                Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);
762 
                // Inserting activity
763 
                if(ticket != null) {
764 
                    Activity activity = new Activity();
765 
                    activity.setDescription("Flagged Payment allowed");
766 
                    activity.setType(ActivityType.OTHER);
767 
                    activity.setTicketPriority(ticket.getPriority());
768 
                    activity.setTicketStatus(ticket.getStatus());
769 
                    activity.setCreatorId(CRMAuthorizingRealm.getAgent(currentAgentEmailId).getId());
770 
                    activity.setTicketCategory(ticket.getCategory());
771 
                    activity.setTicketDescription(ticket.getDescription());
772 
                    activity.setCustomerId(ticket.getCustomerId());
773 
                    activity.setTicketAssigneeId(ticket.getAssigneeId());
774 
 
775 
                    crmServiceClient = new CRMClient().getClient();
776 
                    crmServiceClient.updateTicket(ticket, activity);
777 
                }
778 
            }
779 
 
780 
        } catch (TException e) {
781 
            log.error("Error while getting tickets", e);
782 
            return EXCEPTION;
783 
        } catch (NumberFormatException e) {
784 
            log.error("Invalid ticket Id", e);
785 
            return EXCEPTION;
786 
        } catch (TransactionServiceException e) {
787 
            log.error("Error while marking transactions as Flag removed", e);
788 
            return EXCEPTION;
789 
        }
4267 anupam.sin 790 
        return edit();
791 
    }
792 
 
4490 anupam.sin 793 
    public String blockPayment() {
4438 anupam.sin 794 
        try {
795 
            log.info("Blocking payment for paymentId = " + paymentId);
796 
            transactionServiceClient = new TransactionClient().getClient();
797 
            transactionServiceClient.refundTransaction(Long.parseLong(transactionId), currentAgentEmailId, "FLAGGED_PAYMENT_CANCELLED");
798 
            if (id != null && !id.isEmpty()) {
799 
                SearchFilter searchFilter = new SearchFilter();
800 
                crmServiceClient = new CRMClient().getClient();
801 
                searchFilter.setTicketId(Long.parseLong(id));
802 
                Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);
803 
                // Inserting activity
804 
                if(ticket != null) {
805 
                    Activity activity = new Activity();
806 
                    activity.setDescription("Flagged Payment allowed");
807 
                    activity.setType(ActivityType.OTHER);
808 
                    activity.setTicketPriority(ticket.getPriority());
809 
                    activity.setTicketStatus(ticket.getStatus());
810 
                    activity.setCreatorId(CRMAuthorizingRealm.getAgent(currentAgentEmailId).getId());
811 
                    activity.setTicketCategory(ticket.getCategory());
812 
                    activity.setTicketDescription(ticket.getDescription());
813 
                    activity.setCustomerId(ticket.getCustomerId());
814 
                    activity.setTicketAssigneeId(ticket.getAssigneeId());
815 
 
816 
                    crmServiceClient = new CRMClient().getClient();
817 
                    crmServiceClient.updateTicket(ticket, activity);
818 
                }
819 
            }
820 
 
821 
        } catch (TException e) {
822 
            log.error("Error while getting tickets", e);
823 
            return EXCEPTION;
824 
        } catch (NumberFormatException e) {
825 
            log.error("Invalid ticket Id", e);
826 
            return EXCEPTION;
827 
        } catch (TransactionServiceException e) {
828 
            log.error("Error while allowing flagged payment", e);
829 
            return EXCEPTION;
830 
        }
4267 anupam.sin 831 
        return edit();
832 
    }
4490 anupam.sin 833 
 
834 
    public String authorizeReturn() {
835 
        try {
836 
            log.info("Authorizing OrderId =" + orderId);
837 
            transactionServiceClient = new TransactionClient().getClient();
838 
            transactionServiceClient.markOrderReturnRequestAuthorized(Long.parseLong(orderId), true);
839 
            if (id != null && !id.isEmpty()) {
840 
                SearchFilter searchFilter = new SearchFilter();
841 
                crmServiceClient = new CRMClient().getClient();
842 
                searchFilter.setTicketId(Long.parseLong(id));
843 
                Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);
844 
                // Inserting activity
845 
                if(ticket != null) {
846 
                    Activity activity = new Activity();
847 
                    activity.setDescription("Return Authorized");
848 
                    activity.setType(ActivityType.OTHER);
849 
                    activity.setTicketPriority(ticket.getPriority());
850 
                    activity.setTicketStatus(ticket.getStatus());
851 
                    activity.setCreatorId(CRMAuthorizingRealm.getAgent(currentAgentEmailId).getId());
852 
                    activity.setTicketCategory(ticket.getCategory());
853 
                    activity.setTicketDescription(ticket.getDescription());
854 
                    activity.setCustomerId(ticket.getCustomerId());
855 
                    activity.setTicketAssigneeId(ticket.getAssigneeId());
3137 mandeep.dh 856 
 
4490 anupam.sin 857 
                    crmServiceClient = new CRMClient().getClient();
858 
                    crmServiceClient.updateTicket(ticket, activity);
859 
                }
860 
            }
861 
 
862 
        } catch (TException e) {
863 
            log.error("Error while getting tickets", e);
864 
            return EXCEPTION;
865 
        } catch (NumberFormatException e) {
866 
            log.error("Invalid ticket Id", e);
867 
            return EXCEPTION;
868 
        } catch (TransactionServiceException e) {
869 
            log.error("Error while authorizing Return", e);
870 
            return EXCEPTION;
871 
        }
872 
        return edit();
873 
    }
874 
 
875 
    public String denyReturn() {
876 
        try {
877 
            log.info("Denying OrderId =" + orderId);
878 
            transactionServiceClient = new TransactionClient().getClient();
879 
            transactionServiceClient.markOrderReturnRequestAuthorized(Long.parseLong(orderId), false);
880 
            if (id != null && !id.isEmpty()) {
881 
                SearchFilter searchFilter = new SearchFilter();
882 
                crmServiceClient = new CRMClient().getClient();
883 
                searchFilter.setTicketId(Long.parseLong(id));
884 
                Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);
885 
                // Inserting activity
886 
                if(ticket != null) {
887 
                    Activity activity = new Activity();
888 
                    activity.setDescription("Return Denied");
889 
                    activity.setType(ActivityType.OTHER);
890 
                    activity.setTicketPriority(ticket.getPriority());
891 
                    activity.setTicketStatus(ticket.getStatus());
892 
                    activity.setCreatorId(CRMAuthorizingRealm.getAgent(currentAgentEmailId).getId());
893 
                    activity.setTicketCategory(ticket.getCategory());
894 
                    activity.setTicketDescription(ticket.getDescription());
895 
                    activity.setCustomerId(ticket.getCustomerId());
896 
                    activity.setTicketAssigneeId(ticket.getAssigneeId());
897 
 
898 
                    crmServiceClient = new CRMClient().getClient();
899 
                    crmServiceClient.updateTicket(ticket, activity);
900 
                }
901 
            }
902 
 
903 
        } catch (TException e) {
904 
            log.error("Error while getting tickets", e);
905 
            return EXCEPTION;
906 
        } catch (NumberFormatException e) {
907 
            log.error("Invalid ticket Id", e);
908 
            return EXCEPTION;
909 
        } catch (TransactionServiceException e) {
910 
            log.error("Error while denying Return", e);
911 
            return EXCEPTION;
912 
        }
913 
        return edit();
914 
    }
915 
 
916 
    public String authorizeDOA() {
917 
        try {
918 
            log.info("Authorizing OrderId =" + orderId);
919 
            transactionServiceClient = new TransactionClient().getClient();
920 
            transactionServiceClient.markOrderDoaRequestAuthorized(Long.parseLong(orderId), true);
921 
            if (id != null && !id.isEmpty()) {
922 
                SearchFilter searchFilter = new SearchFilter();
923 
                crmServiceClient = new CRMClient().getClient();
924 
                searchFilter.setTicketId(Long.parseLong(id));
925 
                Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);
926 
                // Inserting activity
927 
                if(ticket != null) {
928 
                    Activity activity = new Activity();
929 
                    activity.setDescription("DOA Authorized");
930 
                    activity.setType(ActivityType.OTHER);
931 
                    activity.setTicketPriority(ticket.getPriority());
932 
                    activity.setTicketStatus(ticket.getStatus());
933 
                    activity.setCreatorId(CRMAuthorizingRealm.getAgent(currentAgentEmailId).getId());
934 
                    activity.setTicketCategory(ticket.getCategory());
935 
                    activity.setTicketDescription(ticket.getDescription());
936 
                    activity.setCustomerId(ticket.getCustomerId());
937 
                    activity.setTicketAssigneeId(ticket.getAssigneeId());
938 
 
939 
                    crmServiceClient = new CRMClient().getClient();
940 
                    crmServiceClient.updateTicket(ticket, activity);
941 
                }
942 
            }
943 
 
944 
        } catch (TException e) {
945 
            log.error("Error while getting tickets", e);
946 
            return EXCEPTION;
947 
        } catch (NumberFormatException e) {
948 
            log.error("Invalid ticket Id", e);
949 
            return EXCEPTION;
950 
        } catch (TransactionServiceException e) {
951 
            log.error("Error while authorizing DOA", e);
952 
            return EXCEPTION;
953 
        }
954 
        return edit();
955 
    }
956 
 
957 
    public String denyDOA() {
958 
        try {
959 
            log.info("Denying OrderId =" + orderId);
960 
            transactionServiceClient = new TransactionClient().getClient();
961 
            transactionServiceClient.markOrderDoaRequestAuthorized(Long.parseLong(orderId), false);
962 
            if (id != null && !id.isEmpty()) {
963 
                SearchFilter searchFilter = new SearchFilter();
964 
                crmServiceClient = new CRMClient().getClient();
965 
                searchFilter.setTicketId(Long.parseLong(id));
966 
                Ticket ticket = crmServiceClient.getTickets(searchFilter).get(0);
967 
                // Inserting activity
968 
                if(ticket != null) {
969 
                    Activity activity = new Activity();
970 
                    activity.setDescription("DOA Denied");
971 
                    activity.setType(ActivityType.OTHER);
972 
                    activity.setTicketPriority(ticket.getPriority());
973 
                    activity.setTicketStatus(ticket.getStatus());
974 
                    activity.setCreatorId(CRMAuthorizingRealm.getAgent(currentAgentEmailId).getId());
975 
                    activity.setTicketCategory(ticket.getCategory());
976 
                    activity.setTicketDescription(ticket.getDescription());
977 
                    activity.setCustomerId(ticket.getCustomerId());
978 
                    activity.setTicketAssigneeId(ticket.getAssigneeId());
979 
 
980 
                    crmServiceClient = new CRMClient().getClient();
981 
                    crmServiceClient.updateTicket(ticket, activity);
982 
                }
983 
            }
984 
 
985 
        } catch (TException e) {
986 
            log.error("Error while getting tickets", e);
987 
            return EXCEPTION;
988 
        } catch (NumberFormatException e) {
989 
            log.error("Invalid ticket Id", e);
990 
            return EXCEPTION;
991 
        } catch (TransactionServiceException e) {
992 
            log.error("Error while denying DOA", e);
993 
            return EXCEPTION;
994 
        }
995 
        return edit();
996 
    }
5407 amar.kumar 997 
 
998 
    public double getCustomerTrustLevel(long userId) {
999 
    	try {
1000 
			userContextServiceClient = new UserClient().getClient();
1001 
			return userContextServiceClient.getTrustLevel(userId);
1002 
		} catch (TException e) {
1003 
			log.info("Exception while getting trustLevel for " +
1004 
					"userId " + userId);
1005 
		}
1006 
		return 0;
1007 
    }
4490 anupam.sin 1008 
 
4020 mandeep.dh 1009 
    public EscalationMatrix[] getEscalationMatrix () {
1010 
        return CRMConstants.EscalationMatrix.values();
1011 
    }
1012 
 
3546 mandeep.dh 1013 
    public String getAddress(Order order) {
1014 
        return ModelUtils.extractAddressFromOrder(order);
1015 
    }
1016 
 
1017 
    public String getProductName(LineItem lineItem) {
4008 mandeep.dh 1018 
        return ModelUtils.extractProductNameFromLineItem(lineItem) + " " + lineItem.getColor();
3546 mandeep.dh 1019 
    }
1020 
 
3405 mandeep.dh 1021 
    public ActivityType[] getActivityTypes() {
1022 
        return ActivityType.values();
1023 
    }
1024 
 
1025 
    public TicketStatus[] getTicketStatuses() {
1026 
        return TicketStatus.values();
1027 
    }
1028 
 
3390 mandeep.dh 1029 
    public Agent getAgent(long agentId) throws TException {
1030 
        return CRMAuthorizingRealm.getAgent(agentId);
3137 mandeep.dh 1031 
    }
1032 
 
3339 mandeep.dh 1033 
    public List<Agent> getAllAgents() {
3390 mandeep.dh 1034 
        return CRMAuthorizingRealm.getAgents();
3339 mandeep.dh 1035 
    }
1036 
 
1037 
    public TicketCategory[] getTicketCategories() {
1038 
        return TicketCategory.values();
1039 
    }
1040 
 
1041 
    public TicketPriority[] getTicketPriorities() {
1042 
        return TicketPriority.values();
1043 
    }
1044 
 
3137 mandeep.dh 1045 
    public List<Ticket> getTickets() {
1046 
        return tickets;
1047 
    }
1048 
 
1049 
    public void setTickets(List<Ticket> tickets) {
1050 
        this.tickets = tickets;
1051 
    }
3339 mandeep.dh 1052 
 
3405 mandeep.dh 1053 
    public String getCustomerEmailId() {
1054 
        return customerEmailId;
3339 mandeep.dh 1055 
    }
1056 
 
3405 mandeep.dh 1057 
    public void setCustomerEmailId(String customerEmailId) {
1058 
        this.customerEmailId = customerEmailId;
3339 mandeep.dh 1059 
    }
1060 
 
1061 
    public String getDescription() {
1062 
        return description;
1063 
    }
1064 
 
1065 
    public void setDescription(String description) {
1066 
        this.description = description;
1067 
    }
1068 
 
1069 
    public String getAssigneeEmailId() {
1070 
        return assigneeEmailId;
1071 
    }
1072 
 
1073 
    public void setAssigneeEmailId(String assigneeEmailId) {
1074 
        this.assigneeEmailId = assigneeEmailId;
1075 
    }
1076 
 
1077 
    public String getPriority() {
1078 
        return priority;
1079 
    }
1080 
 
1081 
    public void setPriority(String priority) {
1082 
        this.priority = priority;
1083 
    }
1084 
 
1085 
    public String getCategory() {
1086 
        return category;
1087 
    }
1088 
 
1089 
    public void setCategory(String category) {
1090 
        this.category = category;
1091 
    }
1092 
 
1093 
    public String getOrderId() {
1094 
        return orderId;
1095 
    }
1096 
 
1097 
    public void setOrderId(String orderId) {
1098 
        this.orderId = orderId;
1099 
    }
3397 mandeep.dh 1100 
 
1101 
    public String[] getAgentIds() {
1102 
        return agentIds;
1103 
    }
1104 
 
1105 
    public void setAgentIds(String[] agentIds) {
1106 
        this.agentIds = agentIds;
1107 
    }
1108 
 
1109 
    public String getStartTimestamp() {
1110 
        return startTimestamp;
1111 
    }
1112 
 
1113 
    public void setStartTimestamp(String startTimestamp) {
1114 
        this.startTimestamp = startTimestamp;
1115 
    }
1116 
 
1117 
    public String getEndTimestamp() {
1118 
        return endTimestamp;
1119 
    }
1120 
 
1121 
    public void setEndTimestamp(String endTimestamp) {
1122 
        this.endTimestamp = endTimestamp;
1123 
    }
3405 mandeep.dh 1124 
 
1125 
    public String getUserId() {
1126 
        return userId;
1127 
    }
1128 
 
1129 
    public void setUserId(String userId) {
1130 
        this.userId = userId;
1131 
    }
1132 
 
1133 
    public String getId() {
1134 
        return id;
1135 
    }
1136 
 
1137 
    public void setId(String id) {
1138 
        this.id = id;
1139 
    }
1140 
 
1141 
    public String getActivityDescription() {
1142 
        return activityDescription;
1143 
    }
1144 
 
1145 
    public void setActivityDescription(String activityDescription) {
1146 
        this.activityDescription = activityDescription;
1147 
    }
1148 
 
1149 
    public String getStatus() {
1150 
        return status;
1151 
    }
1152 
 
1153 
    public void setStatus(String status) {
1154 
        this.status = status;
1155 
    }
1156 
 
1157 
    public String getActivityType() {
1158 
        return activityType;
1159 
    }
1160 
 
1161 
    public void setActivityType(String activityType) {
1162 
        this.activityType = activityType;
1163 
    }
1164 
 
1165 
    public Ticket getTicket() {
1166 
        return ticket;
1167 
    }
1168 
 
1169 
    public void setTicket(Ticket ticket) {
1170 
        this.ticket = ticket;
1171 
    }
1172 
 
1173 
    public List<Activity> getActivities() {
1174 
        return activities;
1175 
    }
1176 
 
1177 
    public void setActivities(List<Activity> activities) {
1178 
        this.activities = activities;
1179 
    }
1180 
 
1181 
    public String getSubject() {
1182 
        return subject;
1183 
    }
1184 
 
1185 
    public void setSubject(String subject) {
1186 
        this.subject = subject;
1187 
    }
1188 
 
1189 
    public String getBody() {
1190 
        return body;
1191 
    }
1192 
 
1193 
    public void setBody(String body) {
1194 
        this.body = body;
1195 
    }
1196 
 
1197 
    public String getCustomerName() {
1198 
        return customerName;
1199 
    }
1200 
 
1201 
    public void setCustomerName(String customerName) {
1202 
        this.customerName = customerName;
1203 
    }
1204 
 
1205 
    public String getCustomerMobileNumber() {
1206 
        return customerMobileNumber;
1207 
    }
1208 
 
1209 
    public void setCustomerMobileNumber(String customerMobileNumber) {
1210 
        this.customerMobileNumber = customerMobileNumber;
1211 
    }
3546 mandeep.dh 1212 
 
1213 
    public User getUser() {
1214 
        return user;
1215 
    }
1216 
 
1217 
    public void setUser(User user) {
1218 
        this.user = user;
1219 
    }
1220 
 
1221 
    public String getOrderStatus() {
1222 
        return orderStatus;
1223 
    }
1224 
 
1225 
    public void setOrderStatus(String orderStatus) {
1226 
        this.orderStatus = orderStatus;
1227 
    }
1228 
 
1229 
    public List<Order> getOrders() {
1230 
        return orders;
1231 
    }
1232 
 
1233 
    public void setOrders(List<Order> orders) {
1234 
        this.orders = orders;
1235 
    }
4020 mandeep.dh 1236 
 
1237 
    public String getEscalate() {
1238 
        return escalate;
1239 
    }
1240 
 
1241 
    public void setEscalate(String escalate) {
1242 
        this.escalate = escalate;
1243 
    }
4241 anupam.sin 1244 
 
1245 
    public String getCancelReason() {
1246 
        return cancelReason;
1247 
    }
1248 
 
1249 
    public void setCancelReason(String cancelReason) {
1250 
        this.cancelReason = cancelReason;
1251 
    }
4267 anupam.sin 1252 
 
1253 
    public List<Payment> getPayments() {
1254 
        return payments;
1255 
    }
1256 
 
1257 
    public void setPayments(List<Payment> payments) {
1258 
        this.payments = payments;
1259 
    }
1260 
 
1261 
    public String getTransactionId() {
1262 
        return transactionId;
1263 
    }
1264 
 
1265 
    public void setTransactionId(String transactionId) {
1266 
        this.transactionId = transactionId;
1267 
    }
4438 anupam.sin 1268 
 
1269 
    public String getPaymentId() {
1270 
        return paymentId;
1271 
    }
1272 
 
1273 
    public void setPaymentId(String paymentId) {
1274 
        this.paymentId = paymentId;
1275 
    }
4490 anupam.sin 1276 
 
1277 
    public HashMap<String, String> getAllAttachmentsForTicket() {
1278 
        return allAttachmentsForTicket;
1279 
    }
1280 
 
1281 
    public void setAllAttachmentsForTicket(HashMap<String, String> allAttachmentsForTicket) {
1282 
        this.allAttachmentsForTicket = allAttachmentsForTicket;
1283 
    }
3137 mandeep.dh 1284 
}