#!/usr/local/bin/perl -w

# RT3 reminder script
#
# This script will remind people about tickets they have not responded to
# or dealt with in a reasonable length of time. In its normal mode it will
# tell ticket owners about tickets which have exceeded a given priority
# (see the %pri hash below). It also has the ability to tell ticket owners
# about all their open or new tickets, with or without stalled tickets.
#
# This is best used with another script to escalate priorities automatically.
#
# The intended use is to run with no flags daily, with the -a flag weekly
# and with the -A flag monthly. Or similar.
#
# Written by T.D.Bishop@kent.ac.uk, July 2003.


### Configuration

# Mappings of users to addresses
# This overrides addresses in the RT database
# The most useful case is setting an address for Nobody
my(%map) = (
    'Nobody' => 'cs-sysadmin@kent.ac.uk',
    'root' => 'cs-sysadmin@kent.ac.uk',
);

# Queue to operate on
my($queuename) = 'cs-syshelp';

# Each state can have a priority associated with it.
# When a ticket in that state passes the given priority it is added to
# the list to be sent out.
my(%pri) = (
    'new' => 2,
    'open' => 7,
);

# The length at which lines will be truncated. 80, or thereabouts looks
# best for most people. Setting to 0 will stop lines being truncated.
my($linelen) = 80;

# Location of RT3's libs
use lib ("/usr/local/packages/rt/lib", "/usr/local/packages/rt/local/lib");

# Address emails should originate from
# (don't forget to escape the @)
my($from) = "cs-sysadmin\@kent.ac.uk";

# Path to sendmail and flags
my($sendmail) = "/usr/lib/sendmail -t";

### Code

use strict;
use Carp;

my($showall) = 0;
my($showmost) = 0;

# Process command line arguments
foreach(@ARGV) {
    if (/^-a$/) {
        $showmost = 1;
    }
    elsif (/^-A$/) {
        $showall = 1;
    }
    else {
        print STDERR "Usage: rt-remind [-a] [-A] [-h]\n";
        print STDERR "   -a  show all open or new tickets\n";
        print STDERR "   -A  show all open, new, or stalled tickets\n";
        print STDERR "   -h  show this help\n";
        exit 1;
    }
}

# Pull in the RT stuff
package RT;
use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc);

# Clean our the environment
CleanEnv();

# Load the RT configuration
RT::LoadConfig();

# Initialise RT
RT::Init();

# Drop any setgid permissions we might have
RT::DropSetGIDPermissions();

use RT::Date;
use RT::Queue;
use RT::Tickets;

# Load in the queue
my $queue = new RT::Queue($RT::SystemUser);
$queue->Load($queuename);

my $now = new RT::Date($RT::SystemUser);
$now->SetToNow();

# Get hold of the tickets we're after, sorted by priority
my $tickets = new RT::Tickets($RT::SystemUser);
$tickets->LimitStatus(VALUE => 'new');
$tickets->LimitStatus(VALUE => 'open');
$tickets->LimitStatus(VALUE => 'stalled') if $showall;
$tickets->LimitQueue(VALUE => $queue->Id);
$tickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC');
my $user = RT::User->new($RT::SystemUser);

my(%TicketStore);

# Sort tickets in to lists for each owner
while (my $Ticket = $tickets->Next) {
    $user->Load($Ticket->Owner);
    my($email) = $map{$user->Name};
    $email = $user->EmailAddress if not defined $email;

    push @{$TicketStore{$email}}, $Ticket;
}

# Process tickets for each owner
foreach my $email (keys %TicketStore) {
    my($t) =  $TicketStore{$email};
    &doOwner($email, @$t);
}

# Disconnect before we finish off
$RT::Handle->Disconnect();
exit 0;

# Subroutine to generate a messages for a given owner and set of tickets.
sub doOwner() {
    my($email, @tickets) = @_;
    my($msg);
    $msg .= "From: $from\n";
    $msg .= "To: $email\n";
    $msg .= "Subject: cs-syshelp outstanding tickets\n";
    $msg .= "\n";
    if($showall) {
        $msg .= "This is a summary of all open, new, or stalled tickets assigned to:\n";
    }
    elsif($showmost) {
        $msg .= "This is a summary of all open or new tickets assigned to:\n";
    }
    else {
        $msg .= "These tickets are now considered important and are assigned to:\n";
    }   
    $msg .= "\n";
    $msg .= "	$email\n";
    $msg .= "\n";
    # Generate heading
    $msg .= sprintf "%5s  %-7s %3s  %-13s %-30s\n", "Id", "Status", "Pri", "Date", "Subject";
    # We might not want to print the message if there are no tickets
    my($printmsg) = 0;
    # Look through tickets
    foreach my $Ticket (@tickets) {
        # Only add ticket if it's over the priority, or we're in -a or -A
        if($Ticket->Priority > $pri{$Ticket->Status} || $showmost || $showall) {
            $printmsg = 1;
            # Use our own date formatting routine
            my($date) = &formatDate($Ticket->CreatedObj->Unix);
            my($line) = sprintf "%5d  %-7s %3d  %-13s %-30s", $Ticket->Id, $Ticket->Status, $Ticket->Priority, $date, $Ticket->Subject;
            # Truncate lines if required
            if($linelen) {
                $line = substr($line, 0, $linelen);
            }
            $msg .= "$line\n";
        }
    }
    # Send the message
    if($printmsg) {
        open(SENDMAIL, "|$sendmail") || die "Error sending mail: $!";
        print SENDMAIL $msg;
        close(SENDMAIL);
    }
}

# Formats a date like: Thu 10-07-03
# Designed to be consice yet useful
sub formatDate() {
    my($unixtime) = @_;
    my(@days) = ( "Sun", "Mon", "Tue", "Wed", "Thu", "Fri", "Sat" );
    # Return an empty string if we haven't been given a time
    return "" if $unixtime <= 0;
    my($sec,$min,$hour,$mday,$mon,$year,$wday,$yday,$isdst) = localtime($unixtime);
    return sprintf "%s %02d-%02d-%02d", $days[$wday], $mday, $mon+1, $year%100;
}