Subversion Repositories SmartDukaan

    public void createTicket(int fofoId, int categoryId, int subcategoryId, String message, int createdByAuthId, EscalationType targetEscalation) throws ProfitMandiBusinessException {

        ActivityType type = ActivityType.OPENED;

        Ticket ticket = new Ticket();

        ticket.setSubCategoryId(subcategoryId);

        ticket.setFofoId(fofoId);

        ticket.setCreateTimestamp(LocalDateTime.now());

        ticket.setUpdateTimestamp(LocalDateTime.now());

        ticket.setHappyCode(getRandomString());

        ticketRepository.persist(ticket);

        this.addActivity(ticket, this.createActivity(type, message, createdByAuthId));

        ticket.setFirstActivityId(ticket.getLastActivityId());

        if (createdByAuthId != 0) {

            int authUser = this.getAuthUserIdWithFallback(categoryId, targetEscalation, fofoId);

            this.updateTicket(categoryId, subcategoryId, ticket, authUser, targetEscalation);

        } else {

            this.assignTicket(ticket);

        }

    }

    @Override

    public void createTicketWithMedia(int fofoId, int categoryId, int subcategoryId, String message, int createdByAuthId, ActivityMediaModel selectedRecording, EscalationType targetEscalation) throws ProfitMandiBusinessException {

        ActivityType type = ActivityType.OPENED;

        Ticket ticket = new Ticket();

        ticket.setSubCategoryId(subcategoryId);

        ticket.setFofoId(fofoId);

        ticket.setCreateTimestamp(LocalDateTime.now());

        ticket.setUpdateTimestamp(LocalDateTime.now());

        ticket.setHappyCode(getRandomString());

        ticketRepository.persist(ticket);

        this.addActivity(ticket, this.createActivity(type, message, createdByAuthId));

        this.addMediaActivity(ticket, this.createMediaActivity(selectedRecording));

        ticket.setFirstActivityId(ticket.getLastActivityId());

        if (createdByAuthId != 0) {

            int authUser = this.getAuthUserIdWithFallback(categoryId, targetEscalation, fofoId);

            this.updateTicket(categoryId, subcategoryId, ticket, authUser, targetEscalation);

        } else {

            this.assignTicket(ticket);

        }

    }

    /**

     * Gets auth user ID for given escalation level. If not found, falls back to next level (L1 -> L2 -> L3 -> L4 -> L5)

     */

    private int getAuthUserIdWithFallback(int categoryId, EscalationType targetEscalation, int fofoId) throws ProfitMandiBusinessException {

        EscalationType currentEscalation = targetEscalation;

        while (currentEscalation != null && !currentEscalation.equals(EscalationType.Final)) {

            try {

                int authUserId = this.getAuthUserId(categoryId, currentEscalation, fofoId);

                if (authUserId > 0) {

                    LOGGER.info("Found auth user {} for escalation level {} and fofoId {}", authUserId, currentEscalation, fofoId);

                    return authUserId;

                }

            } catch (Exception e) {

                LOGGER.warn("No auth user found for escalation level {} and fofoId {}, trying next level", currentEscalation, fofoId);

            }

            currentEscalation = currentEscalation.next();

        }

        // If no user found at any level, return 0 to let default assignment handle it

        LOGGER.warn("No auth user found for any escalation level for categoryId {} and fofoId {}", categoryId, fofoId);

        return 0;

    }

    @Override