ticket.rb

class Ticket < ActiveRecord::Base

  include AASM
  
  belongs_to :user
  
  has_many :messages
  
  attr_accessor :message
  
  validates :message, presence: true
  validates :name, presence: true
  
  aasm do
    state :staff, :initial => true
    state :customer
    state :open
    state :closed
    event :customer_response do
      transitions :from => :staff, :to => :customer
    end
    event :staff_response do
      transitions :from => :customer, :to => :staff
    end
    event :open do
      transitions :from => :closed, :to => :customer
    end
    event :close do
      transitions :from => [:customer, :staff], :to => :closed
    end
  end
  
  def state
    'Unknown'
    case aasm_state
      when 'customer' then 'Customer Response'
      when 'staff' then 'Staff Response'
      when 'closed' then 'Closed'
      when 'open' then 'Open'
    end
  end

  def background(message)
    case 
      when message.visible == false then 'bg-warning'
      when self.resolved == message.id then 'bg-success'
    end
  end
  
  def message=(message)
    @message = messages.first
    @message.message = message
    @message.save
  end
  
  def message
    if messages.first
      messages.first.message
    end
  end

end

ticket_controller.rb

class TicketsController < ApplicationController

  before_action :set_ticket, only: [:show, :edit, :update, :destroy, :open, :close]
  before_action :set_ticket_by_message, only: [:resolve, :unresolve]

  before_filter :authenticate_user!

  # GET /tickets
  def index
    if current_user.admin?
      @open = Ticket.where('aasm_state != ?', 'closed')
      @closed = Ticket.where(aasm_state: 'closed')
    else
      @open = current_user.tickets.where('aasm_state != ?', 'closed')
      @closed = current_user.tickets.where(aasm_state: 'closed')
    end
  end

  # GET /tickets/1
  def show
  end

  # GET /tickets/new
  def new
    @ticket = Ticket.new
  end

  # GET /tickets/1/edit
  def edit
  end

  # POST /tickets
  def create
    @ticket = Ticket.new(user: current_user, name: ticket_params[:name], priority: ticket_params[:priority])
    @ticket.messages.new(user: current_user, message: ticket_params[:message])
    
    current_user.tickets << @ticket
    @ticket.customer_response
    
    if @ticket.save
      redirect_to @ticket, notice: 'Ticket was successfully created.'
    else
      render action: 'new'
    end
  end

  # GET /tickets/open
  def open
    if @ticket.open!
      redirect_to @ticket, notice: 'Ticket was successfully opened.'
    else
      render action: 'edit'
    end
  end

  # GET /tickets/close
  def close
    if @ticket.close!
      redirect_to @ticket, notice: 'Ticket was successfully closed.'
    else
      render action: 'edit'
    end
  end

  # GET /tickets/resolve
  def resolve
    if @ticket.update(resolved: @message.id)
      redirect_to @ticket, notice: 'Ticket was successfully resloved.'
    else
      render action: 'edit'
    end
  end

  # GET /tickets/unresolve
  def unresolve
    if @ticket.update(resolved: nil)
      redirect_to @ticket, notice: 'Ticket was successfully unresloved.'
    else
      render action: 'edit'
    end
  end

  # PATCH/PUT /tickets/1
  def update
    if @ticket.update(ticket_params)
      redirect_to @ticket, notice: 'Ticket was successfully updated.'
    else
      render action: 'edit'
    end
  end

  # DELETE /tickets/1
  def destroy
    @ticket.close!
    redirect_to tickets_url
  end

private

  def set_ticket
    if current_user.admin?
      @ticket = Ticket.find(params[:id])
      @message = Message.new(ticket_id: @ticket.id, user_id: current_user.id)
    else
      @ticket = current_user.tickets.find(params[:id])
      @message = Message.new(ticket_id: @ticket.id, user_id: current_user.id)
    end
  end

  def set_ticket_by_message
    if current_user.admin?
      @message = Message.find(params[:id])
      @ticket = @message.ticket
    else
      @message = Message.find(params[:id])
      if @message.ticket.user != current_user
        redirect_to '/'
      end
      if @message
        @ticket = @message.ticket
      end
    end
  end

  # Never trust parameters from the scary internet, only allow the white list through.
  def ticket_params
    params.require(:ticket).permit(:name, :message, :priority_id)
  end

end