[[PageOutline(2-5,Contents,pullout)]]

= Synchronise Trac tickets to Salesforce tickets

== Description

This plugin synchronizes Trac tickets in [http://www.salesforce.com Salesforce]: Trac tickets are reflected by the Salesforce custom objects, Ticket and Comment. Ticket objects are linked to Cases via many-to-many relationship provided by the !CaseTicketLink custom object. Even though this is a many-to-many relation, Trac uses a custom text field for the Case number, so it's essentially many-to-one.

Comment objects are related to Ticket objects via the link custom object, !TicketCommentLink. The related lists layouts are modified to display the related object fields rather then the object id.

This plugin comes with some Salesforce artifacts that are installed to your Salesforce org via an Ant script, using custom Ant tasks from Salesforce. There are four custom objects - `Ticket`, `Comment`, `CaseTicketLink`, `TicketCommentLink`; and four custom layouts - `Case Layout`, `Ticket Layout`, `Comment Layout` and `TicketCommentLink Layout`. The `Case Layout` is the default, out-of-the-box `Case Layout` with an additional related list - "Tickets" appended; so if you already have a customized `Case Layout`, you may want to modify the included `package.xml` to omit the `Case Layout` and manually add the `Tickets` related list to your `Case Layout`. The three other layouts are new and can be safely added, regardless of existing customizations.

The "migration tool" is just a set of Salesforce-specific Ant tasks which use the metadata API to upload/download artifacts, such as custom objects, etc.

An Ant script is provided to perform the deployment. You need to acquire the ''ant-salesforce.jar'' by following these steps:

 1. Log into a Salesforce.com org on your deployment machine. 
 1. Click Your Name > Setup > Develop > Tools, and then click Force.com Migration Tool. 
 1. Save the .zip file locally and extract the contents to the directory of your choice. 
 1. Copy ant-salesforce.jar into your Ant installation's lib directory. The lib directory is located in the !root folder of your Ant installation. You could also just copy this jar to the same directory as build.xml.
 1. Install the custom objects and custom page layouts into your Salesforce org.
 1. Copy `trunk/src/trac/plugin/ticket2sforce.py` to `trac/projects/<yourproj>/plugins`.
 1. Generate the partner WSDL and copy it into your `trac/projects/<yourproj>/conf` directory.
 1. Edit your `trac.ini` file to enable the ticket2sforce component as well as setting the web service API credentials.

To install the custom objects and page layouts:
{{{#!sh
$ cd trunk/src
$ ant deploy
}}}

=== Ticket view

[[Image(ticket_view.png, border=2)]]

=== Case view

[[Image(case_view.png, border=2)]]

== Bugs/Feature Requests

Existing bugs and feature requests for TicketToSalesforcePlugin are 
[report:9?COMPONENT=TicketToSalesforcePlugin here].

If you have any issues, create a 
[/newticket?component=TicketToSalesforcePlugin new ticket].

[[TicketQuery(component=TicketToSalesforcePlugin&group=type,format=progress)]]

=== Known Issues

 * Even though the case number is numerical, you must enter it with whatever leading zeros are configured in Salesforce for this field, since the query treats this as a string.
 * This plugin comes with a `TicketValidator` which checks if the entered case number actually exists in Saleforce, but also if case number is blank. So if you are using the [wiki:TicketValidatorPlugin] you will get two warning messages, "case number required" upon attempting to submit a ticket without a case number.

== Download

Download the zipped source from [export:tickettosalesforceplugin here].

== Source

You can check out TicketToSalesforcePlugin from [/svn/tickettosalesforceplugin here] using Subversion, or [source:tickettosalesforceplugin browse the source] with Trac.

== Installation

This plugin is dependent on the following:
 * '''sforce''': [pypi:salesforce-python-toolkit]
 * '''suds''': versions 0.3.6 to 0.3.9 '''only''' (ie 0.4.0 '''won't work''') Python SOAP API, https://fedorahosted.org/suds
 * [wiki:XmlRpcPlugin XML-RPC plugin].

General instructions on installing Trac plugins can be found on the [TracPlugins#InstallingaTracplugin TracPlugins] page.

== Configuration

Example settings in `trac.ini` are:

{{{#!ini
[components]
tracrpc.* = enabled
ticket2sforce.* = enabled
ticketvalidator.* = enabled

[ticket2sforce]
username = yourSFusername
password = yourSFpasswd
sectoken = yourSFsecurityToken
wsdl = partner.wsdl

[ticket-custom]
case_number = text
case_number.label = Case Number

[ticketvalidator]
new.required = case_number
}}}

== Recent Changes

[[ChangeLog(tickettosalesforceplugin, 3)]]

== Author/Contributors

'''Author:''' [wiki:chriswolf] [[BR]]
'''Maintainer:''' [[Maintainer]] [[BR]]
'''Contributors:'''