#!/usr/bin/perl -w
# --
# UnlockTickets.pl - to unlock tickets
# Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/
# --
# $Id: UnlockTickets.pl,v 1.24 2006/11/02 12:20:59 tr Exp $
# --
# This program is free software; you can redistribute it and/or modify
# it under the terms of the GNU General Public License as published by
# the Free Software Foundation; either version 2 of the License, or
# (at your option) any later version.
#
# This program is distributed in the hope that it will be useful,
# but WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the
# GNU General Public License for more details.
#
# You should have received a copy of the GNU General Public License
# along with this program; if not, write to the Free Software
# Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA  02111-1307  USA
# --

# use ../ as lib location
use File::Basename;
use FindBin qw($RealBin);
use lib dirname($RealBin);
use lib dirname($RealBin)."/Kernel/cpan-lib";

use strict;

use vars qw($VERSION);
$VERSION = '$Revision: 1.24 $';
$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/;

use Date::Pcalc qw(Delta_Days Add_Delta_Days Day_of_Week Day_of_Week_Abbreviation);
use Kernel::Config;
use Kernel::System::Time;
use Kernel::System::Log;
use Kernel::System::Main;
use Kernel::System::DB;
use Kernel::System::Ticket;
use Kernel::System::User;
use Kernel::System::State;
use Kernel::System::Lock;

my $Debug = 0;

# common objects
my %CommonObject = ();
$CommonObject{ConfigObject} = Kernel::Config->new();
$CommonObject{LogObject} = Kernel::System::Log->new(
    LogPrefix => 'OTRS-UnlockTickets',
    %CommonObject,
);
$CommonObject{MainObject} = Kernel::System::Main->new(%CommonObject);
$CommonObject{TimeObject} = Kernel::System::Time->new(%CommonObject);
$CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject);
$CommonObject{TicketObject} = Kernel::System::Ticket->new(%CommonObject);
$CommonObject{UserObject} = Kernel::System::User->new(%CommonObject);
$CommonObject{StateObject} = Kernel::System::State->new(%CommonObject);
$CommonObject{LockObject} = Kernel::System::Lock->new(%CommonObject);

my @UnlockStateIDs = $CommonObject{StateObject}->StateGetStatesByType(
    Type => 'Unlock',
    Result => 'ID',
);
my @ViewableLockIDs = $CommonObject{LockObject}->LockViewableLock(Type => 'ID');

# check args
my $Command = shift || '--help';
print "UnlockTickets.pl <Revision $VERSION> - unlock tickets\n";
print "Copyright (c) 2001-2006 OTRS GmbH, http//otrs.org/\n";

# unlock all tickets
if ($Command eq '--all') {
    print " Unlock all tickets:\n";
    my @Tickets = ();
    my $SQL = "SELECT st.tn, st.ticket_answered, st.id, st.user_id FROM " .
    " ticket st, queue sq " .
    " WHERE " .
    " st.queue_id = sq.id " .
    " AND " .
    " st.ticket_lock_id NOT IN ( ${\(join ', ', @ViewableLockIDs)} ) ";
    $CommonObject{DBObject}->Prepare(SQL => $SQL);
    while (my @RowTmp = $CommonObject{DBObject}->FetchrowArray()) {
        push (@Tickets, \@RowTmp);
    }
    foreach (@Tickets) {
        my @Row = @{$_};
        print " Unlocking ticket id $Row[0] ...";
        if ($CommonObject{TicketObject}->LockSet(
            TicketID => $Row[2],
            Lock => 'unlock',
            UserID => 1,
        ) ) {
            print " done.\n";
        }
        else {
            print " failed.\n";
        }
    }
    exit (0);
}

# unlock old tickets
elsif ($Command eq '--timeout') {
    print " Unlock old tickets:\n";
    my @Tickets = ();
    my $SQL = "SELECT st.tn, st.ticket_answered, st.id, st.timeout, ".
    " sq.unlock_timeout  ".
    " FROM " .
    " ticket st, queue sq " .
    " WHERE " .
    " st.queue_id = sq.id " .
    " AND " .
    " st.ticket_answered != 1 ".
    " AND " .
    " sq.unlock_timeout != 0 " .
    " AND " .
    " st.ticket_state_id IN ( ${\(join ', ', @UnlockStateIDs)} ) " .
    " AND " .
    " st.ticket_lock_id NOT IN ( ${\(join ', ', @ViewableLockIDs)} ) ";
    $CommonObject{DBObject}->Prepare(SQL => $SQL);
    while (my @Row = $CommonObject{DBObject}->FetchrowArray()) {
        my $CountedTime = $CommonObject{TimeObject}->WorkingTime(
            StartTime => $Row[3],
            StopTime => $CommonObject{TimeObject}->SystemTime(),
        );
        if ($CountedTime >= $Row[4]*60) {
            push (@Tickets, \@Row);
        }
    }
    foreach (@Tickets) {
        my @Row = @{$_};
        print " Unlocking ticket id $Row[0] ...";
        if ($CommonObject{TicketObject}->LockSet(
            TicketID => $Row[2],
            Lock => 'unlock',
            UserID => 1,
        ) ) {
            print " done.\n";
        }
        else {
            print " failed.\n";
        }
    }
    exit (0);
}

# show usage
else {
    print "usage: $0 [options] \n";
    print "  Options are as follows:\n";
    print "  --help        display this option help\n";
    print "  --timeout     unlock old tickets\n";
    print "  --all         unlock all tickets (force)\n";
    exit (1);
}