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package RT::Action::CreateTickets;
use base 'RT::Action';

use strict;
use warnings;

use MIME::Entity;
use RT::Link;

=head1 NAME

RT::Action::CreateTickets - Create one or more tickets according to an externally supplied template

=head1 SYNOPSIS

 ===Create-Ticket: codereview
 Subject: Code review for {$Tickets{'TOP'}->Subject}
 Depended-On-By: TOP
 Content: Someone has created a ticket. you should review and approve it,
 so they can finish their work
 ENDOFCONTENT

=head1 DESCRIPTION

The CreateTickets ScripAction allows you to create automated workflows in RT,
creating new tickets in response to actions and conditions from other
tickets.

=head2 Format

CreateTickets uses the RT template configured in the scrip as a template
for an ordered set of tickets to create. The basic format is as follows:

 ===Create-Ticket: identifier
 Param: Value
 Param2: Value
 Param3: Value
 Content: Blah
 blah
 blah
 ENDOFCONTENT
 ===Create-Ticket: id2
 Param: Value
 Content: Blah
 ENDOFCONTENT

As shown, you can put one or more C<===Create-Ticket:> sections in
a template. Each C<===Create-Ticket:> section is evaluated as its own
L<Text::Template> object, which means that you can embed snippets
of Perl inside the L<Text::Template> using C<{}> delimiters, but that
such sections absolutely can not span a C<===Create-Ticket:> boundary.

Note that each C<Value> must come right after the C<Param> on the same
line. The C<Content:> param can extend over multiple lines, but the text
of the first line must start right after C<Content:>. Don't try to start
your C<Content:> section with a newline.

After each ticket is created, it's stuffed into a hash called C<%Tickets>
making it available during the creation of other tickets during the
same ScripAction. The hash key for each ticket is C<create-[identifier]>,
where C<[identifier]> is the value you put after C<===Create-Ticket:>.  The hash
is prepopulated with the ticket which triggered the ScripAction as
C<$Tickets{'TOP'}>. You can also access that ticket using the shorthand
C<TOP>.

A simple example:

 ===Create-Ticket: codereview
 Subject: Code review for {$Tickets{'TOP'}->Subject}
 Depended-On-By: TOP
 Content: Someone has created a ticket. you should review and approve it,
 so they can finish their work
 ENDOFCONTENT

A convoluted example:

 ===Create-Ticket: approval
 { # Find out who the administrators of the group called "HR" 
   # of which the creator of this ticket is a member
    my $name = "HR";

    my $groups = RT::Groups->new(RT->SystemUser);
    $groups->LimitToUserDefinedGroups();
    $groups->Limit(FIELD => "Name", OPERATOR => "=", VALUE => $name, CASESENSITIVE => 0);
    $groups->WithMember(PrincipalId => $TransactionObj->CreatorObj->Id);

    my $groupid = $groups->First->Id;

    my $adminccs = RT::Users->new(RT->SystemUser);
    $adminccs->WhoHaveRight(
        Right => "AdminGroup",
        Object =>$groups->First,
        IncludeSystemRights => undef,
        IncludeSuperusers => 0,
        IncludeSubgroupMembers => 0,
    );

     our @admins;
     while (my $admin = $adminccs->Next) {
         push (@admins, $admin->EmailAddress);
     }
 }
 Queue: ___Approvals
 Type: approval
 AdminCc: {join ("\nAdminCc: ",@admins) }
 Depended-On-By: TOP
 Refers-To: TOP
 Subject: Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject}
 Due: {time + 86400}
 Content-Type: text/plain
 Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject}
 Blah
 Blah
 ENDOFCONTENT
 ===Create-Ticket: two
 Subject: Manager approval
 Type: approval
 Depended-On-By: TOP
 Refers-To: {$Tickets{"create-approval"}->Id}
 Queue: ___Approvals
 Content-Type: text/plain
 Content: Your approval is required for this ticket, too.
 ENDOFCONTENT

As shown above, you can include a block with Perl code to set up some
values for the new tickets. If you want to access a variable in the
template section after the block, you must scope it with C<our> rather
than C<my>. Just as with other RT templates, you can also include
Perl code in the template sections using C<{}>.

=head3 SkipCreate

This flag allows for ticket creation to be skipped programmatically.
Taking a look at the example above the template creates two different
tickets, maybe a second approval ticket shouldn't be created if the
ticket's priority is low. Using Perl logic we can check some information
about the ticket and decide using this flag if we should skip creating
this ticket:

 ===Create-Ticket: two
 SkipCreate: {$Tickets{'TOP'}->PriorityAsString eq 'Low' ? 1 : 0}
 Subject: Manager approval
 Type: approval
 Depended-On-By: TOP
 Refers-To: {$Tickets{"create-approval"}->Id}
 Queue: ___Approvals
 Content-Type: text/plain
 Content: Your approval is required for this ticket, too.
 ENDOFCONTENT

=head2 Acceptable Fields

A complete list of acceptable fields:

    *  Queue           => Name or id# of a queue
       Subject         => A text string
     ! Status          => A valid status. Defaults to 'new'
       SLA             => A valid SLA level
       Due             => Dates can be specified in seconds since the epoch
                          to be handled literally or in a semi-free textual
                          format which RT will attempt to parse.
       Starts          =>
       Started         =>
       Resolved        =>
       Owner           => Username or id of an RT user who can and should own
                          this ticket; forces the owner if necessary
   +   Requestor       => Email address
   +   Cc              => Email address
   +   AdminCc         => Email address
   +   RequestorGroup  => Group name
   +   CcGroup         => Group name
   +   AdminCcGroup    => Group name
       TimeWorked      =>
       TimeEstimated   =>
       TimeLeft        =>
       InitialPriority =>
       FinalPriority   =>
       Type            =>
    +! DependsOn       =>
    +! DependedOnBy    =>
    +! RefersTo        =>
    +! ReferredToBy    =>
    +! Members         =>
    +! MemberOf        =>
       Content         => Content. Can extend to multiple lines. Everything
                          within a template after a Content: header is treated
                          as content until we hit a line containing only
                          ENDOFCONTENT
       ContentType     => the content-type of the Content field.  Defaults to
                          'text/plain'
       UpdateType      => 'correspond' or 'comment'; used in conjunction with
                          'content' if this is an update.  Defaults to
                          'correspond'

       CustomField-<id#> => custom field value
       CF-name           => custom field value
       CustomField-name  => custom field value

       SkipCreate        => 0/1, if true, skip this create ticket block

Fields marked with an C<*> are required.

Fields marked with a C<+> may have multiple values, simply
by repeating the field-name on a new line with an additional value.

Fields marked with a C<!> have processing postponed until after all
tickets in the same actions are created.  Except for C<Status>, those
fields can also take a ticket name within the same action (i.e.
the identifiers after C<===Create-Ticket:>), instead of raw ticket ID
numbers.

When parsed, field names are converted to lowercase and have hyphens stripped.
C<Refers-To>, C<RefersTo>, C<refersto>, C<refers-to> and C<r-e-f-er-s-tO> will
all be treated as the same thing.

=head1 METHODS

=cut

#Do what we need to do and send it out.
sub Commit {
    my $self = shift;

    # Create all the tickets we care about
    return (1) unless $self->TicketObj->Type eq 'ticket';

    $self->CreateByTemplate( $self->TicketObj );
    $self->UpdateByTemplate( $self->TicketObj );
    return (1);
}



sub Prepare {
    my $self = shift;

    unless ( $self->TemplateObj ) {
        $RT::Logger->warning("No template object handed to $self");
    }

    unless ( $self->TransactionObj ) {
        $RT::Logger->warning("No transaction object handed to $self");

    }

    unless ( $self->TicketObj ) {
        $RT::Logger->warning("No ticket object handed to $self");

    }

    my $active = 0;
    if ( $self->TemplateObj->Type eq 'Perl' ) {
        $active = 1;
    } else {
        RT->Logger->info(sprintf(
            "Template #%d is type %s.  You most likely want to use a Perl template instead.",
            $self->TemplateObj->id, $self->TemplateObj->Type
        ));
    }

    $self->Parse(
        Content        => $self->TemplateObj->Content,
        _ActiveContent => $active,
    );
    return 1;

}



sub CreateByTemplate {
    my $self = shift;
    my $top  = shift;

    $RT::Logger->debug("In CreateByTemplate");

    my @results;

    # XXX: cargo cult programming that works. i'll be back.

    local %T::Tickets = %T::Tickets;
    local $T::TOP     = $T::TOP;
    local $T::ID      = $T::ID;
    $T::Tickets{'TOP'} = $T::TOP = $top if $top;
    local $T::TransactionObj = $self->TransactionObj;

    my $ticketargs;
    my ( @links, @postponed );
    foreach my $template_id ( @{ $self->{'create_tickets'} } ) {
        $RT::Logger->debug("Workflow: processing $template_id of $T::TOP")
            if $T::TOP;

        $T::ID    = $template_id;
        @T::AllID = @{ $self->{'create_tickets'} };

        my (@links_local, @postponed_local);
        ( $T::Tickets{$template_id}, $ticketargs )
            = $self->ParseLines( $template_id, \@links_local, \@postponed_local );


        if ( $ticketargs->{'SkipCreate'} ) {
            RT::Logger->debug( "Skip flag found for template $template_id, skipping" );
            next;
        }
        push @links, @links_local;
        push @postponed, @postponed_local;

        # Now we have a %args to work with.
        # Make sure we have at least the minimum set of
        # reasonable data and do our thang

        my ( $id, $transid, $msg )
            = $T::Tickets{$template_id}->Create(%$ticketargs);

        foreach my $res ( split( '\n', $msg ) ) {
            push @results,
                $T::Tickets{$template_id}
                ->loc( "Ticket [_1]", $T::Tickets{$template_id}->Id ) . ': '
                . $res;
        }
        if ( !$id ) {
            if ( $self->TicketObj ) {
                $msg = "Couldn't create related ticket $template_id for "
                    . $self->TicketObj->Id . " "
                    . $msg;
            } else {
                $msg = "Couldn't create ticket $template_id " . $msg;
            }

            $RT::Logger->error($msg);
            next;
        }

        $RT::Logger->debug("Assigned $template_id with $id");
    }

    $self->PostProcess( \@links, \@postponed );

    return @results;
}

sub UpdateByTemplate {
    my $self = shift;
    my $top  = shift;

    # XXX: cargo cult programming that works. i'll be back.

    my @results;
    local %T::Tickets = %T::Tickets;
    local $T::ID      = $T::ID;

    my $ticketargs;
    my ( @links, @postponed );
    foreach my $template_id ( @{ $self->{'update_tickets'} } ) {
        $RT::Logger->debug("Update Workflow: processing $template_id");

        $T::ID    = $template_id;
        @T::AllID = @{ $self->{'update_tickets'} };

        ( $T::Tickets{$template_id}, $ticketargs )
            = $self->ParseLines( $template_id, \@links, \@postponed );

        # Now we have a %args to work with.
        # Make sure we have at least the minimum set of
        # reasonable data and do our thang

        my @attribs = qw(
            Subject
            FinalPriority
            Priority
            TimeEstimated
            TimeWorked
            TimeLeft
            Status
            Queue
            Due
            Starts
            Started
            Resolved
        );

        my $id = $template_id;
        $id =~ s/update-(\d+).*/$1/;
        my ($loaded, $msg) = $T::Tickets{$template_id}->LoadById($id);

        unless ( $loaded ) {
            $RT::Logger->error("Couldn't update ticket $template_id: " . $msg);
            push @results, $self->loc( "Couldn't load ticket '[_1]'", $id );
            next;
        }

        my $current = $self->GetBaseTemplate( $T::Tickets{$template_id} );

        $template_id =~ m/^update-(.*)/;
        my $base_id = "base-$1";
        my $base    = $self->{'templates'}->{$base_id};
        if ($base) {
            $base    =~ s/\r//g;
            $base    =~ s/\n+$//;
            $current =~ s/\n+$//;

            # If we have no base template, set what we can.
            if ( $base ne $current ) {
                push @results,
                    "Could not update ticket "
                    . $T::Tickets{$template_id}->Id
                    . ": Ticket has changed";
                next;
            }
        }
        push @results, $T::Tickets{$template_id}->Update(
            AttributesRef => \@attribs,
            ARGSRef       => $ticketargs
        );

        if ( $ticketargs->{'Owner'} ) {
            ($id, $msg) = $T::Tickets{$template_id}->SetOwner($ticketargs->{'Owner'}, "Force");
            push @results, $msg unless $msg eq $self->loc("That user already owns that ticket");
        }

        push @results,
            $self->UpdateWatchers( $T::Tickets{$template_id}, $ticketargs );

        push @results,
            $self->UpdateCustomFields( $T::Tickets{$template_id}, $ticketargs );

        next unless $ticketargs->{'MIMEObj'};
        if ( $ticketargs->{'UpdateType'} =~ /^(private|comment)$/i ) {
            my ( $Transaction, $Description, $Object )
                = $T::Tickets{$template_id}->Comment(
                BccMessageTo => $ticketargs->{'Bcc'},
                MIMEObj      => $ticketargs->{'MIMEObj'},
                TimeTaken    => $ticketargs->{'TimeWorked'}
                );
            push( @results,
                $T::Tickets{$template_id}
                    ->loc( "Ticket [_1]", $T::Tickets{$template_id}->id )
                    . ': '
                    . $Description );
        } elsif ( $ticketargs->{'UpdateType'} =~ /^(public|response|correspond)$/i ) {
            my ( $Transaction, $Description, $Object )
                = $T::Tickets{$template_id}->Correspond(
                BccMessageTo => $ticketargs->{'Bcc'},
                MIMEObj      => $ticketargs->{'MIMEObj'},
                TimeTaken    => $ticketargs->{'TimeWorked'}
                );
            push( @results,
                $T::Tickets{$template_id}
                    ->loc( "Ticket [_1]", $T::Tickets{$template_id}->id )
                    . ': '
                    . $Description );
        } else {
            push(
                @results,
                $T::Tickets{$template_id}->loc(
                    "Update type was neither correspondence nor comment.")
                    . " "
                    . $T::Tickets{$template_id}->loc("Update not recorded.")
            );
        }
    }

    $self->PostProcess( \@links, \@postponed );

    return @results;
}

=head2 Parse

Takes (in order) template content, a default queue, a default requestor, and
active (a boolean flag).

Parses a template in the template content, defaulting queue and requestor if
unspecified in the template to the values provided as arguments.

If the active flag is true, then we'll use L<Text::Template> to parse the
templates, allowing you to embed active Perl in your templates.

=cut

sub Parse {
    my $self = shift;
    my %args = (
        Content        => undef,
        Queue          => undef,
        Requestor      => undef,
        _ActiveContent => undef,
        @_
    );

    if ( $args{'_ActiveContent'} ) {
        $self->{'UsePerlTextTemplate'} = 1;
    } else {

        $self->{'UsePerlTextTemplate'} = 0;
    }

    if ( substr( $args{'Content'}, 0, 3 ) eq '===' ) {
        $self->_ParseMultilineTemplate(%args);
    } elsif ( $args{'Content'} =~ /(?:\t|,)/i ) {
        $self->_ParseXSVTemplate(%args);
    } else {
        RT->Logger->error("Invalid Template Content (Couldn't find ===, and is not a csv/tsv template) - unable to parse: $args{Content}");
    }
}

=head2 _ParseMultilineTemplate

Parses mulitline templates. Things like:

 ===Create-Ticket: ...

Takes the same arguments as L</Parse>.

=cut

sub _ParseMultilineTemplate {
    my $self = shift;
    my %args = (@_);

    my $template_id;
    my ( $queue, $requestor );
        $RT::Logger->debug("Line: ===");
        foreach my $line ( split( /\n/, $args{'Content'} ) ) {
            $line =~ s/\r$//;
            $RT::Logger->debug( "Line: $line" );
            if ( $line =~ /^===/ ) {
                if ( $template_id && !$queue && $args{'Queue'} ) {
                    $self->{'templates'}->{$template_id}
                        .= "Queue: $args{'Queue'}\n";
                }
                if ( $template_id && !$requestor && $args{'Requestor'} ) {
                    $self->{'templates'}->{$template_id}
                        .= "Requestor: $args{'Requestor'}\n";
                }
                $queue     = 0;
                $requestor = 0;
            }
            if ( $line =~ /^===Create-Ticket: (.*)$/ ) {
                $template_id = "create-$1";
                $RT::Logger->debug("****  Create ticket: $template_id");
                push @{ $self->{'create_tickets'} }, $template_id;
            } elsif ( $line =~ /^===Update-Ticket: (.*)$/ ) {
                $template_id = "update-$1";
                $RT::Logger->debug("****  Update ticket: $template_id");
                push @{ $self->{'update_tickets'} }, $template_id;
            } elsif ( $line =~ /^===Base-Ticket: (.*)$/ ) {
                $template_id = "base-$1";
                $RT::Logger->debug("****  Base ticket: $template_id");
                push @{ $self->{'base_tickets'} }, $template_id;
            } elsif ( $line =~ /^===#.*$/ ) {    # a comment
                next;
            } else {
                if ( $line =~ /^Queue:(.*)/i ) {
                    $queue = 1;
                    my $value = $1;
                    $value =~ s/^\s//;
                    $value =~ s/\s$//;
                    if ( !$value && $args{'Queue'} ) {
                        $value = $args{'Queue'};
                        $line  = "Queue: $value";
                    }
                }
                if ( $line =~ /^Requestors?:(.*)/i ) {
                    $requestor = 1;
                    my $value = $1;
                    $value =~ s/^\s//;
                    $value =~ s/\s$//;
                    if ( !$value && $args{'Requestor'} ) {
                        $value = $args{'Requestor'};
                        $line  = "Requestor: $value";
                    }
                }
                $self->{'templates'}->{$template_id} .= $line . "\n";
            }
        }
        if ( $template_id && !$queue && $args{'Queue'} ) {
            $self->{'templates'}->{$template_id} .= "Queue: $args{'Queue'}\n";
        }
    }

sub ParseLines {
    my $self        = shift;
    my $template_id = shift;
    my $links       = shift;
    my $postponed   = shift;

    my $content = $self->{'templates'}->{$template_id};

    if ( $self->{'UsePerlTextTemplate'} ) {

        $RT::Logger->debug(
            "Workflow: evaluating\n$self->{templates}{$template_id}");

        my $template = Text::Template->new(
            TYPE   => 'STRING',
            SOURCE => $content
        );

        my $err;
        $content = $template->fill_in(
            PACKAGE => 'T',
            BROKEN  => sub {
                $err = {@_}->{error};
            }
        );

        $RT::Logger->debug("Workflow: yielding $content");

        if ($err) {
            $RT::Logger->error( "Ticket creation failed: " . $err );
            next;
        }
    }

    my $TicketObj ||= RT::Ticket->new( $self->CurrentUser );

    my %args;
    my %original_tags;
    my @lines = ( split( /\n/, $content ) );
    while ( defined( my $line = shift @lines ) ) {
        if ( $line =~ /^(.*?):(?:\s+)(.*?)(?:\s*)$/ ) {
            my $value = $2;
            my $original_tag = $1;
            my $tag   = lc($original_tag);
            $tag =~ s/-//g;
            $tag =~ s/^(requestor|cc|admincc)s?$/$1/i;

            $original_tags{$tag} = $original_tag;

            if ( ref( $args{$tag} ) )
            {    #If it's an array, we want to push the value
                push @{ $args{$tag} }, $value;
            } elsif ( defined( $args{$tag} ) )
            {    #if we're about to get a second value, make it an array
                $args{$tag} = [ $args{$tag}, $value ];
            } else {    #if there's nothing there, just set the value
                $args{$tag} = $value;
            }

            if ( $tag =~ /^content$/i ) {    #just build up the content
                                          # convert it to an array
                $args{$tag} = defined($value) ? [ $value . "\n" ] : [];
                while ( defined( my $l = shift @lines ) ) {
                    last if ( $l =~ /^ENDOFCONTENT\s*$/ );
                    push @{ $args{'content'} }, $l . "\n";
                }
            } else {
                # if it's not content, strip leading and trailing spaces
                if ( $args{$tag} ) {
                    $args{$tag} =~ s/^\s+//g;
                    $args{$tag} =~ s/\s+$//g;
                }
                if (
                    ($tag =~ /^(requestor|cc|admincc)(group)?$/i
                        or grep {lc $_ eq $tag} keys %RT::Link::TYPEMAP)
                    and $args{$tag} =~ /,/
                ) {
                    $args{$tag} = [ split /,\s*/, $args{$tag} ];
                }
            }
        }
    }

    foreach my $date (qw(due starts started resolved)) {
        my $dateobj = RT::Date->new( $self->CurrentUser );
        next unless $args{$date};
        if ( $args{$date} =~ /^\d+$/ ) {
            $dateobj->Set( Format => 'unix', Value => $args{$date} );
        } else {
            eval {
                $dateobj->Set( Format => 'iso', Value => $args{$date} );
            };
            if ($@ or not $dateobj->IsSet) {
                $dateobj->Set( Format => 'unknown', Value => $args{$date} );
            }
        }
        $args{$date} = $dateobj->ISO;
    }

    foreach my $role (qw(requestor cc admincc)) {
        next unless my $value = $args{ $role . 'group' };

        my $group = RT::Group->new( $self->CurrentUser );
        $group->LoadUserDefinedGroup( $value );
        unless ( $group->id ) {
            $RT::Logger->error("Couldn't load group '$value'");
            next;
        }

        $args{ $role } = $args{ $role } ? [$args{ $role }] : []
            unless ref $args{ $role };
        push @{ $args{ $role } }, $group->PrincipalObj->id;
    }

    $args{'requestor'} ||= $self->TicketObj->Requestors->MemberEmailAddresses
        if $self->TicketObj;

    $args{'type'} ||= 'ticket';

    my %ticketargs = (
        Queue           => $args{'queue'},
        Subject         => $args{'subject'},
        Status          => $args{'status'} || 'new',
        Due             => $args{'due'},
        Starts          => $args{'starts'},
        Started         => $args{'started'},
        Resolved        => $args{'resolved'},
        Owner           => $args{'owner'},
        Requestor       => $args{'requestor'},
        Cc              => $args{'cc'},
        AdminCc         => $args{'admincc'},
        TimeWorked      => $args{'timeworked'},
        TimeEstimated   => $args{'timeestimated'},
        TimeLeft        => $args{'timeleft'},
        InitialPriority => $args{'initialpriority'} || 0,
        FinalPriority   => $args{'finalpriority'} || 0,
        SquelchMailTo   => $args{'squelchmailto'},
        Type            => $args{'type'},
        SkipCreate      => $args{'skipcreate'} || 0,
        SLA             => $args{'sla'},
    );

    if ( $args{content} ) {
        my $mimeobj = MIME::Entity->build(
            Type    => $args{'contenttype'} || 'text/plain',
            Charset => 'UTF-8',
            Data    => [ map {Encode::encode( "UTF-8", $_ )} @{$args{'content'}} ],
        );
        $ticketargs{MIMEObj} = $mimeobj;
        $ticketargs{UpdateType} = $args{'updatetype'} || 'correspond';
    }

    foreach my $tag ( keys(%args) ) {
        # if the tag was added later, skip it
        my $orig_tag = $original_tags{$tag} or next;
        if ( $orig_tag =~ /^customfield-?(\d+)$/i ) {
            $ticketargs{ "CustomField-" . $1 } = $args{$tag};
        } elsif ( $orig_tag =~ /^(?:customfield|cf)-?(.+)$/i ) {
            my $cf = RT::CustomField->new( $self->CurrentUser );
            $cf->LoadByName(
                Name          => $1,
                LookupType    => RT::Ticket->CustomFieldLookupType,
                ObjectId      => $ticketargs{Queue},
                IncludeGlobal => 1,
            );
            next unless $cf->id;
            $ticketargs{ "CustomField-" . $cf->id } = $args{$tag};
        } elsif ($orig_tag) {
            my $cf = RT::CustomField->new( $self->CurrentUser );
            $cf->LoadByName(
                Name          => $orig_tag,
                LookupType    => RT::Ticket->CustomFieldLookupType,
                ObjectId      => $ticketargs{Queue},
                IncludeGlobal => 1,
            );
            next unless $cf->id;
            $ticketargs{ "CustomField-" . $cf->id } = $args{$tag};

        }
    }

    $self->GetDeferred( \%args, $template_id, $links, $postponed );

    return $TicketObj, \%ticketargs;
}


=head2 _ParseXSVTemplate

Parses a tab or comma delimited template. Should only ever be called by
L</Parse>.

=cut

sub _ParseXSVTemplate {
    my $self = shift;
    my %args = (@_);

    use Regexp::Common qw(delimited);
    my($first, $content) = split(/\r?\n/, $args{'Content'}, 2);

    my $delimiter;
    if ( $first =~ /\t/ ) {
        $delimiter = "\t";
    } else {
        $delimiter = ',';
    }
    my @fields = split( /$delimiter/, $first );

    my $delimiter_re = qr[$delimiter];
    my $justquoted = qr[$RE{quoted}];

    # Used to generate automatic template ids
    my $autoid = 1;

  LINE:
    while ($content) {
        $content =~ s/^(\s*\r?\n)+//;

        # Keep track of Queue and Requestor, so we can provide defaults
        my $queue;
        my $requestor;

        # The template for this line
        my $template;

        # What column we're on
        my $i = 0;

        # If the last iteration was the end of the line
        my $EOL = 0;

        # The template id
        my $template_id;

      COLUMN:
        while (not $EOL and length $content and $content =~ s/^($justquoted|.*?)($delimiter_re|$)//smix) {
            $EOL = not $2;

            # Strip off quotes, if they exist
            my $value = $1;
            if ( $value =~ /^$RE{delimited}{-delim=>qq{\'\"}}$/ ) {
                substr( $value, 0,  1 ) = "";
                substr( $value, -1, 1 ) = "";
            }

            # What column is this?
            my $field = $fields[$i++];
            next COLUMN unless $field =~ /\S/;
            $field =~ s/^\s//;
            $field =~ s/\s$//;

            if ( $field =~ /^id$/i ) {
                # Special case if this is the ID column
                if ( $value =~ /^\d+$/ ) {
                    $template_id = 'update-' . $value;
                    push @{ $self->{'update_tickets'} }, $template_id;
                } elsif ( $value =~ /^#base-(\d+)$/ ) {
                    $template_id = 'base-' . $1;
                    push @{ $self->{'base_tickets'} }, $template_id;
                } elsif ( $value =~ /\S/ ) {
                    $template_id = 'create-' . $value;
                    push @{ $self->{'create_tickets'} }, $template_id;
                }
            } else {
                # Some translations
                if (   $field =~ /^Body$/i
                    || $field =~ /^Data$/i
                    || $field =~ /^Message$/i )
                  {
                  $field = 'Content';
                } elsif ( $field =~ /^Summary$/i ) {
                    $field = 'Subject';
                } elsif ( $field =~ /^Queue$/i ) {
                    # Note that we found a queue
                    $queue = 1;
                    $value ||= $args{'Queue'};
                } elsif ( $field =~ /^Requestors?$/i ) {
                    $field = 'Requestor'; # Remove plural
                    # Note that we found a requestor
                    $requestor = 1;
                    $value ||= $args{'Requestor'};
                }

                # Tack onto the end of the template
                $template .= $field . ": ";
                $template .= (defined $value ? $value : "");
                $template .= "\n";
                $template .= "ENDOFCONTENT\n"
                  if $field =~ /^Content$/i;
            }
        }

        # Ignore blank lines
        next unless $template;
        
        # If we didn't find a queue of requestor, tack on the defaults
        if ( !$queue && $args{'Queue'} ) {
            $template .= "Queue: $args{'Queue'}\n";
        }
        if ( !$requestor && $args{'Requestor'} ) {
            $template .= "Requestor: $args{'Requestor'}\n";
        }

        # If we never found an ID, come up with one
        unless ($template_id) {
            $autoid++ while exists $self->{'templates'}->{"create-auto-$autoid"};
            $template_id = "create-auto-$autoid";
            # Also, it's a ticket to create
            push @{ $self->{'create_tickets'} }, $template_id;
        }
        
        # Save the template we generated
        $self->{'templates'}->{$template_id} = $template;

    }
}

sub GetDeferred {
    my $self      = shift;
    my $args      = shift;
    my $id        = shift;
    my $links     = shift;
    my $postponed = shift;

    # Unify the aliases for child/parent
    $args->{$_} = [$args->{$_}]
        for grep {$args->{$_} and not ref $args->{$_}} qw/members hasmember memberof/;
    push @{$args->{'children'}}, @{delete $args->{'members'}}   if $args->{'members'};
    push @{$args->{'children'}}, @{delete $args->{'hasmember'}} if $args->{'hasmember'};
    push @{$args->{'parents'}},  @{delete $args->{'memberof'}}  if $args->{'memberof'};

    # Deferred processing
    push @$links,
        (
        $id,
        {   DependsOn    => $args->{'dependson'},
            DependedOnBy => $args->{'dependedonby'},
            RefersTo     => $args->{'refersto'},
            ReferredToBy => $args->{'referredtoby'},
            Children     => $args->{'children'},
            Parents      => $args->{'parents'},
        }
        );

    push @$postponed, (

        # Status is postponed so we don't violate dependencies
        $id, { Status => $args->{'status'}, }
    );
}

sub GetUpdateTemplate {
    my $self = shift;
    my $t    = shift;

    my $string;
    $string .= "Queue: " . $t->QueueObj->Name . "\n";
    $string .= "Subject: " . $t->Subject . "\n";
    $string .= "Status: " . $t->Status . "\n";
    $string .= "UpdateType: correspond\n";
    $string .= "Content: \n";
    $string .= "ENDOFCONTENT\n";
    $string .= "Due: " . $t->DueObj->AsString . "\n";
    $string .= "Starts: " . $t->StartsObj->AsString . "\n";
    $string .= "Started: " . $t->StartedObj->AsString . "\n";
    $string .= "Resolved: " . $t->ResolvedObj->AsString . "\n";
    $string .= "Owner: " . $t->OwnerObj->Name . "\n";
    $string .= "Requestor: " . $t->RequestorAddresses . "\n";
    $string .= "Cc: " . $t->CcAddresses . "\n";
    $string .= "AdminCc: " . $t->AdminCcAddresses . "\n";
    $string .= "TimeWorked: " . $t->TimeWorked . "\n";
    $string .= "TimeEstimated: " . $t->TimeEstimated . "\n";
    $string .= "TimeLeft: " . $t->TimeLeft . "\n";
    $string .= "InitialPriority: " . $t->Priority . "\n";
    $string .= "FinalPriority: " . $t->FinalPriority . "\n";

    foreach my $type ( RT::Link->DisplayTypes ) {
        $string .= "$type: ";

        my $mode   = $RT::Link::TYPEMAP{$type}->{Mode};
        my $method = $RT::Link::TYPEMAP{$type}->{Type};

        my $links = '';
        while ( my $link = $t->$method->Next ) {
            $links .= ", " if $links;

            my $object = $mode . "Obj";
            my $member = $link->$object;
            $links .= $member->Id if $member;
        }
        $string .= $links;
        $string .= "\n";
    }

    return $string;
}

sub GetBaseTemplate {
    my $self = shift;
    my $t    = shift;

    my $string;
    $string .= "Queue: " . $t->Queue . "\n";
    $string .= "Subject: " . $t->Subject . "\n";
    $string .= "Status: " . $t->Status . "\n";
    $string .= "Due: " . $t->DueObj->Unix . "\n";
    $string .= "Starts: " . $t->StartsObj->Unix . "\n";
    $string .= "Started: " . $t->StartedObj->Unix . "\n";
    $string .= "Resolved: " . $t->ResolvedObj->Unix . "\n";
    $string .= "Owner: " . $t->Owner . "\n";
    $string .= "Requestor: " . $t->RequestorAddresses . "\n";
    $string .= "Cc: " . $t->CcAddresses . "\n";
    $string .= "AdminCc: " . $t->AdminCcAddresses . "\n";
    $string .= "TimeWorked: " . $t->TimeWorked . "\n";
    $string .= "TimeEstimated: " . $t->TimeEstimated . "\n";
    $string .= "TimeLeft: " . $t->TimeLeft . "\n";
    $string .= "InitialPriority: " . $t->Priority . "\n";
    $string .= "FinalPriority: " . $t->FinalPriority . "\n";

    return $string;
}

sub GetCreateTemplate {
    my $self = shift;

    my $string;

    $string .= "Queue: General\n";
    $string .= "Subject: \n";
    $string .= "Status: new\n";
    $string .= "Content: \n";
    $string .= "ENDOFCONTENT\n";
    $string .= "Due: \n";
    $string .= "Starts: \n";
    $string .= "Started: \n";
    $string .= "Resolved: \n";
    $string .= "Owner: \n";
    $string .= "Requestor: \n";
    $string .= "Cc: \n";
    $string .= "AdminCc:\n";
    $string .= "TimeWorked: \n";
    $string .= "TimeEstimated: \n";
    $string .= "TimeLeft: \n";
    $string .= "InitialPriority: \n";
    $string .= "FinalPriority: \n";

    foreach my $type ( RT::Link->DisplayTypes ) {
        $string .= "$type: \n";
    }
    return $string;
}

sub UpdateWatchers {
    my $self   = shift;
    my $ticket = shift;
    my $args   = shift;

    my @results;

    foreach my $type (qw(Requestor Cc AdminCc)) {
        my $method  = $type . 'Addresses';
        my $oldaddr = $ticket->$method;

        # Skip unless we have a defined field
        next unless defined $args->{$type};
        my $newaddr = $args->{$type};

        my @old = split( /,\s*/, $oldaddr );
        my @new;
        for (ref $newaddr ? @{$newaddr} : split( /,\s*/, $newaddr )) {
            # Sometimes these are email addresses, sometimes they're
            # users.  Try to guess which is which, as we want to deal
            # with email addresses if at all possible.
            if (/^\S+@\S+$/) {
                push @new, $_;
            } else {
                # It doesn't look like an email address.  Try to load it.
                my $user = RT::User->new($self->CurrentUser);
                $user->Load($_);
                if ($user->Id) {
                    push @new, $user->EmailAddress;
                } else {
                    push @new, $_;
                }
            }
        }

        my %oldhash = map { $_ => 1 } @old;
        my %newhash = map { $_ => 1 } @new;

        my @add    = grep( !defined $oldhash{$_}, @new );
        my @delete = grep( !defined $newhash{$_}, @old );

        foreach (@add) {
            my ( $val, $msg ) = $ticket->AddWatcher(
                Type  => $type,
                Email => $_
            );

            push @results,
                $ticket->loc( "Ticket [_1]", $ticket->Id ) . ': ' . $msg;
        }

        foreach (@delete) {
            my ( $val, $msg ) = $ticket->DeleteWatcher(
                Type  => $type,
                Email => $_
            );
            push @results,
                $ticket->loc( "Ticket [_1]", $ticket->Id ) . ': ' . $msg;
        }
    }
    return @results;
}

sub UpdateCustomFields {
    my $self   = shift;
    my $ticket = shift;
    my $args   = shift;

    my @results;
    foreach my $arg (keys %{$args}) {
        next unless $arg =~ /^CustomField-(\d+)$/;
        my $cf = $1;

        my $CustomFieldObj = RT::CustomField->new($self->CurrentUser);
        $CustomFieldObj->SetContextObject( $ticket );
        $CustomFieldObj->LoadById($cf);

        my @values;
        if ($CustomFieldObj->Type =~ /text|html/i) { # Text, HTML, and Wikitext
            @values = ($args->{$arg});
        } else {
            @values = split /\n/, $args->{$arg};
        }
        
        if ( ($CustomFieldObj->Type eq 'Freeform' 
              && ! $CustomFieldObj->SingleValue) ||
              $CustomFieldObj->Type =~ /text/i) {
            foreach my $val (@values) {
                $val =~ s/\r//g;
            }
        }

        foreach my $value (@values) {
            next if $ticket->CustomFieldValueIsEmpty(
                Field => $CustomFieldObj,
                Value => $value,
            );
            my ( $val, $msg ) = $ticket->AddCustomFieldValue(
                Field => $cf,
                Value => $value
            );
            push ( @results, $msg );
        }
    }
    return @results;
}

sub PostProcess {
    my $self      = shift;
    my $links     = shift;
    my $postponed = shift;

    # postprocessing: add links

    while ( my $template_id = shift(@$links) ) {
        my $ticket = $T::Tickets{$template_id};
        $RT::Logger->debug( "Handling links for " . $ticket->Id );
        my %args = %{ shift(@$links) };

        foreach my $type ( keys %RT::Link::TYPEMAP ) {
            next unless ( defined $args{$type} );
            foreach my $link (
                ref( $args{$type} ) ? @{ $args{$type} } : ( $args{$type} ) )
            {
                next unless $link;

                if ( $link =~ /^TOP$/i ) {
                    $RT::Logger->debug( "Building $type link for $link: "
                            . $T::Tickets{TOP}->Id );
                    $link = $T::Tickets{TOP}->Id;

                } elsif ( $link !~ m/^\d+$/ ) {
                    my $key = "create-$link";
                    if ( exists $T::Tickets{$key} ) {
                        $RT::Logger->debug( "Building $type link for $link: "
                                . $T::Tickets{$key}->Id );
                        $link = $T::Tickets{$key}->Id;
                    }
                    else {
                        $RT::Logger->debug(
                            "Building $type link for $link");
                    }
                } else {
                    $RT::Logger->debug("Building $type link for $link");
                }

                my ( $wval, $wmsg ) = $ticket->AddLink(
                    Type => $RT::Link::TYPEMAP{$type}->{'Type'},
                    $RT::Link::TYPEMAP{$type}->{'Mode'} => $link,
                    Silent                        => 1
                );

                $RT::Logger->warning("AddLink thru $link failed: $wmsg")
                    unless $wval;

                # push @non_fatal_errors, $wmsg unless ($wval);
            }

        }
    }

    # postponed actions -- Status only, currently
    while ( my $template_id = shift(@$postponed) ) {
        my $ticket = $T::Tickets{$template_id};
        $RT::Logger->debug( "Handling postponed actions for " . $ticket->id );
        my %args = %{ shift(@$postponed) };
        $ticket->SetStatus( $args{Status} ) if defined $args{Status};
    }

}

RT::Base->_ImportOverlays();

1;

