NAME

Kernel::System::Ticket - ticket lib

SYNOPSIS

All ticket functions.

PUBLIC INTERFACE

new()

create an object

    use Kernel::Config;
    use Kernel::System::Encode;
    use Kernel::System::Log;
    use Kernel::System::Time;
    use Kernel::System::Main;
    use Kernel::System::DB;
    use Kernel::System::Ticket;

    my $ConfigObject = Kernel::Config->new();
    my $EncodeObject = Kernel::System::Encode->new(
        ConfigObject => $ConfigObject,
    );
    my $LogObject = Kernel::System::Log->new(
        ConfigObject => $ConfigObject,
        EncodeObject => $EncodeObject,
    );
    my $TimeObject = Kernel::System::Time->new(
        ConfigObject => $ConfigObject,
        LogObject    => $LogObject,
    );
    my $MainObject = Kernel::System::Main->new(
        ConfigObject => $ConfigObject,
        EncodeObject => $EncodeObject,
        LogObject    => $LogObject,
    );
    my $DBObject = Kernel::System::DB->new(
        ConfigObject => $ConfigObject,
        EncodeObject => $EncodeObject,
        LogObject    => $LogObject,
        MainObject   => $MainObject,
    );
    my $TicketObject = Kernel::System::Ticket->new(
        ConfigObject       => $ConfigObject,
        LogObject          => $LogObject,
        DBObject           => $DBObject,
        MainObject         => $MainObject,
        TimeObject         => $TimeObject,
        EncodeObject       => $EncodeObject,
        GroupObject        => $GroupObject,        # if given
        CustomerUserObject => $CustomerUserObject, # if given
        QueueObject        => $QueueObject,        # if given
    );

TicketCreateNumber()

creates a new ticket number

    my $TicketNumber = $TicketObject->TicketCreateNumber();

TicketCheckNumber()

checks if ticket number exists, returns ticket id if number exists

    my $TicketID = $TicketObject->TicketCheckNumber(
        Tn => '200404051004575',
    );

TicketCreate()

creates a new ticket

    my $TicketID = $TicketObject->TicketCreate(
        Title        => 'Some Ticket Title',
        Queue        => 'Raw',            # or QueueID => 123,
        Lock         => 'unlock',
        Priority     => '3 normal',       # or PriorityID => 2,
        State        => 'new',            # or StateID => 5,
        CustomerID   => '123465',
        CustomerUser => 'customer@example.com',
        OwnerID      => 123,
        UserID       => 123,
    );

    my $TicketID = $TicketObject->TicketCreate(
        TN            => $TicketObject->TicketCreateNumber(), # optional
        Title         => 'Some Ticket Title',
        Queue         => 'Raw',              # or QueueID => 123,
        Lock          => 'unlock',
        Priority      => '3 normal',         # or PriorityID => 2,
        State         => 'new',              # or StateID => 5,
        Type          => 'normal',           # or TypeID => 1, not required
        Service       => 'Service A',        # or ServiceID => 1, not required
        SLA           => 'SLA A',            # or SLAID => 1, not required
        CustomerID    => '123465',
        CustomerUser  => 'customer@example.com',
        OwnerID       => 123,
        ResponsibleID => 123,                # not required
        ArchiveFlag   => 'y',                # (y|n) not required
        UserID        => 123,
    );

Events: TicketCreate

TicketDelete()

deletes a ticket with articles from storage

    my $Success = $TicketObject->TicketDelete(
        TicketID => 123,
        UserID   => 123,
    );

Events: TicketDelete

TicketIDLookup()

ticket id lookup by ticket number

    my $TicketID = $TicketObject->TicketIDLookup(
        TicketNumber => '2004040510440485',
        UserID       => 123,
    );

TicketNumberLookup()

ticket number lookup by ticket id

    my $TicketNumber = $TicketObject->TicketNumberLookup(
        TicketID => 123,
        UserID   => 123,
    );

TicketSubjectBuild()

rebuild a new ticket subject

This will generate a subject like ``RE: [Ticket# 2004040510440485] Some subject''

    my $NewSubject = $TicketObject->TicketSubjectBuild(
        TicketNumber => '2004040510440485',
        Subject      => $OldSubject,
        Action       => 'Reply',
    );

This will generate a subject like ``[Ticket# 2004040510440485] Some subject'' (so without RE: )

    my $NewSubject = $TicketObject->TicketSubjectBuild(
        TicketNumber => '2004040510440485',
        Subject      => $OldSubject,
        Type         => 'New',
        Action       => 'Reply',
    );

This will generate a subject like ``FWD: [Ticket# 2004040510440485] Some subject''

    my $NewSubject = $TicketObject->TicketSubjectBuild(
        TicketNumber => '2004040510440485',
        Subject      => $OldSubject,
        Action       => 'Forward', # Possible values are Reply and Forward, Reply is default.
    );

This will generate a subject like ``[Ticket# 2004040510440485] Re: Some subject'' (so without clean-up of subject)

    my $NewSubject = $TicketObject->TicketSubjectBuild(
        TicketNumber => '2004040510440485',
        Subject      => $OldSubject,
        Type         => 'New',
        NoCleanup    => 1,
    );

TicketSubjectClean()

strip/clean up a ticket subject

    my $NewSubject = $TicketObject->TicketSubjectClean(
        TicketNumber => '2004040510440485',
        Subject      => $OldSubject,
        Size         => $SubjectSizeToBeDisplayed   # optional
    );

TicketGet()

Get ticket info

    my %Ticket = $TicketObject->TicketGet(
        TicketID      => 123,
        DynamicFields => 1,         # Optional. To include the dynamic field values for this ticket on the return structure.
        UserID        => 123,
    );

Returns:

    %Ticket = (
        TicketNumber       => '20101027000001',
        Title              => 'some title',
        TicketID           => 123,
        State              => 'some state',
        StateID            => 123,
        StateType          => 'some state type',
        Priority           => 'some priority',
        PriorityID         => 123,
        Lock               => 'lock',
        LockID             => 123,
        Queue              => 'some queue',
        QueueID            => 123,
        CustomerID         => 'customer_id_123',
        CustomerUserID     => 'customer_user_id_123',
        Owner              => 'some_owner_login',
        OwnerID            => 123,
        Type               => 'some ticket type',
        TypeID             => 123,
        SLA                => 'some sla',
        SLAID              => 123,
        Service            => 'some service',
        ServiceID          => 123,
        Responsible        => 'some_responsible_login',
        ResponsibleID      => 123,
        Age                => 3456,
        Created            => '2010-10-27 20:15:00'
        CreateTimeUnix     => '1231414141',
        CreateBy           => 123,
        Changed            => '2010-10-27 20:15:15',
        ChangeBy           => 123,
        ArchiveFlag        => 'y',

        # If DynamicFields => 1 was passed, you'll get an entry like this for each dynamic field:
        DynamicField_X     => 'value_x',

        # (time stamps of expected escalations)
        EscalationResponseTime           (unix time stamp of response time escalation)
        EscalationUpdateTime             (unix time stamp of update time escalation)
        EscalationSolutionTime           (unix time stamp of solution time escalation)

        # (general escalation info of nearest escalation type)
        EscalationDestinationIn          (escalation in e. g. 1h 4m)
        EscalationDestinationTime        (date of escalation in unix time, e. g. 72193292)
        EscalationDestinationDate        (date of escalation, e. g. "2009-02-14 18:00:00")
        EscalationTimeWorkingTime        (seconds of working/service time till escalation, e. g. "1800")
        EscalationTime                   (seconds total till escalation of nearest escalation time type - response, update or solution time, e. g. "3600")

        # (detailed escalation info about first response, update and solution time)
        FirstResponseTimeEscalation      (if true, ticket is escalated)
        FirstResponseTimeNotification    (if true, notify - x% of escalation has reached)
        FirstResponseTimeDestinationTime (date of escalation in unix time, e. g. 72193292)
        FirstResponseTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00")
        FirstResponseTimeWorkingTime     (seconds of working/service time till escalation, e. g. "1800")
        FirstResponseTime                (seconds total till escalation, e. g. "3600")

        UpdateTimeEscalation             (if true, ticket is escalated)
        UpdateTimeNotification           (if true, notify - x% of escalation has reached)
        UpdateTimeDestinationTime        (date of escalation in unix time, e. g. 72193292)
        UpdateTimeDestinationDate        (date of escalation, e. g. "2009-02-14 18:00:00")
        UpdateTimeWorkingTime            (seconds of working/service time till escalation, e. g. "1800")
        UpdateTime                       (seconds total till escalation, e. g. "3600")

        SolutionTimeEscalation           (if true, ticket is escalated)
        SolutionTimeNotification         (if true, notify - x% of escalation has reached)
        SolutionTimeDestinationTime      (date of escalation in unix time, e. g. 72193292)
        SolutionTimeDestinationDate      (date of escalation, e. g. "2009-02-14 18:00:00")
        SolutionTimeWorkingTime          (seconds of working/service time till escalation, e. g. "1800")
        SolutionTime                     (seconds total till escalation, e. g. "3600")
    );

To get extended ticket attributes, use param Extended:

    my %Ticket = $TicketObject->TicketGet(
        TicketID => 123,
        UserID   => 123,
        Extended => 1,
    );

Additional params are:

    %Ticket = (
        FirstResponse                   (timestamp of first response, first contact with customer)
        FirstResponseInMin              (minutes till first response)
        FirstResponseDiffInMin          (minutes till or over first response)

        SolutionTime                    (timestamp of solution time, also close time)
        SolutionInMin                   (minutes till solution time)
        SolutionDiffInMin               (minutes till or over solution time)

        FirstLock                       (timestamp of first lock)
    );

TicketTitleUpdate()

update ticket title

    my $Success = $TicketObject->TicketTitleUpdate(
        Title    => 'Some Title',
        TicketID => 123,
        UserID   => 1,
    );

Events: TicketTitleUpdate

TicketUnlockTimeoutUpdate()

set the ticket unlock time to the passed time

    my $Success = $TicketObject->TicketUnlockTimeoutUpdate(
        UnlockTimeout => $TimeObject->SystemTime(),
        TicketID      => 123,
        UserID        => 143,
    );

Events: TicketUnlockTimeoutUpdate

TicketQueueID()

get ticket queue id

    my $QueueID = $TicketObject->TicketQueueID(
        TicketID => 123,
    );

TicketMoveList()

to get the move queue list for a ticket (depends on workflow, if configured)

    my %Queues = $TicketObject->TicketMoveList(
        Type   => 'create',
        UserID => 123,
    );

    my %Queues = $TicketObject->TicketMoveList(
        QueueID => 123,
        UserID  => 123,
    );

    my %Queues = $TicketObject->TicketMoveList(
        TicketID => 123,
        UserID   => 123,
    );

TicketQueueSet()

to move a ticket (sends notification to agents of selected my queues, if ticket isn't closed)

    my $Success = $TicketObject->TicketQueueSet(
        QueueID  => 123,
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketQueueSet(
        Queue    => 'Some Queue Name',
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketQueueSet(
        Queue    => 'Some Queue Name',
        TicketID => 123,
        Comment  => 'some comment', # optional
        ForceNotificationToUserID => [1,43,56], # if you want to force somebody
        UserID   => 123,
    );

Optional attribute: SendNoNotification disables or enables agent and customer notification for this action.

For example:

        SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events: TicketQueueUpdate

TicketMoveQueueList()

returns a list of used queue ids / names

    my @QueueIDList = $TicketObject->TicketMoveQueueList(
        TicketID => 123,
        Type     => 'ID',
    );

Returns:

    @QueueIDList = ( 1, 2, 3 );

    my @QueueList = $TicketObject->TicketMoveQueueList(
        TicketID => 123,
        Type     => 'Name',
    );

Returns:

    @QueueList = ( 'QueueA', 'QueueB', 'QueueC' );

TicketTypeList()

to get all possible types for a ticket (depends on workflow, if configured)

    my %Types = $TicketObject->TicketTypeList(
        UserID => 123,
    );

    my %Types = $TicketObject->TicketTypeList(
        QueueID => 123,
        UserID  => 123,
    );

    my %Types = $TicketObject->TicketTypeList(
        TicketID => 123,
        UserID   => 123,
    );

Returns:

    %Types = (
        1 => 'default',
        2 => 'request',
        3 => 'offer',
    );

TicketTypeSet()

to set a ticket type

    my $Success = $TicketObject->TicketTypeSet(
        TypeID   => 123,
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketTypeSet(
        Type     => 'normal',
        TicketID => 123,
        UserID   => 123,
    );

Events: TicketTypeUpdate

TicketServiceList()

to get all possible services for a ticket (depends on workflow, if configured)

    my %Services = $TicketObject->TicketServiceList(
        QueueID        => 123,
        UserID         => 123,
    );

    my %Services = $TicketObject->TicketServiceList(
        CustomerUserID => 123,
        QueueID        => 123,
    );

    my %Services = $TicketObject->TicketServiceList(
        CustomerUserID => 123,
        TicketID       => 123,
        UserID         => 123,
    );

Returns:

    %Services = (
        1 => 'ServiceA',
        2 => 'ServiceB',
        3 => 'ServiceC',
    );

TicketServiceSet()

to set a ticket service

    my $Success = $TicketObject->TicketServiceSet(
        ServiceID => 123,
        TicketID  => 123,
        UserID    => 123,
    );

    my $Success = $TicketObject->TicketServiceSet(
        Service  => 'Service A',
        TicketID => 123,
        UserID   => 123,
    );

Events: TicketServiceUpdate

TicketEscalationPreferences()

get escalation preferences of a ticket (e. g. from SLA or from Queue based settings)

    my %Escalation = $TicketObject->TicketEscalationPreferences(
        Ticket => $Param{Ticket},
        UserID => $Param{UserID},
    );

TicketEscalationDateCalculation()

get escalation properties of a ticket

    my %Escalation = $TicketObject->TicketEscalationDateCalculation(
        Ticket => $Param{Ticket},
        UserID => $Param{UserID},
    );

it returnes

    (general escalation info)
    EscalationDestinationIn          (escalation in e. g. 1h 4m)
    EscalationDestinationTime        (date of escalation in unix time, e. g. 72193292)
    EscalationDestinationDate        (date of escalation, e. g. "2009-02-14 18:00:00")
    EscalationTimeWorkingTime        (seconds of working/service time till escalation, e. g. "1800")
    EscalationTime                   (seconds total till escalation, e. g. "3600")

    (detail escalation info about first response, update and solution time)
    FirstResponseTimeEscalation      (if true, ticket is escalated)
    FirstResponseTimeNotification    (if true, notify - x% of escalation has reached)
    FirstResponseTimeDestinationTime (date of escalation in unix time, e. g. 72193292)
    FirstResponseTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00")
    FirstResponseTimeWorkingTime     (seconds of working/service time till escalation, e. g. "1800")
    FirstResponseTime                (seconds total till escalation, e. g. "3600")

    UpdateTimeEscalation             (if true, ticket is escalated)
    UpdateTimeNotification           (if true, notify - x% of escalation has reached)
    UpdateTimeDestinationTime        (date of escalation in unix time, e. g. 72193292)
    UpdateTimeDestinationDate        (date of escalation, e. g. "2009-02-14 18:00:00")
    UpdateTimeWorkingTime            (seconds of working/service time till escalation, e. g. "1800")
    UpdateTime                       (seconds total till escalation, e. g. "3600")

    SolutionTimeEscalation           (if true, ticket is escalated)
    SolutionTimeNotification         (if true, notify - x% of escalation has reached)
    SolutionTimeDestinationTime      (date of escalation in unix time, e. g. 72193292)
    SolutionTimeDestinationDate      (date of escalation, e. g. "2009-02-14 18:00:00")
    SolutionTimeWorkingTime          (seconds of working/service time till escalation, e. g. "1800")
    SolutionTime                     (seconds total till escalation, e. g. "3600")

TicketEscalationIndexBuild()

build escalation index of one ticket with current settings (SLA, Queue, Calendar...)

    my $Success = $TicketObject->TicketEscalationIndexBuild(
        TicketID => $Param{TicketID},
        UserID   => $Param{UserID},
    );

TicketSLAList()

to get all possible SLAs for a ticket (depends on workflow, if configured)

    my %SLAs = $TicketObject->TicketSLAList(
        ServiceID => 1,
        UserID    => 123,
    );

    my %SLAs = $TicketObject->TicketSLAList(
        QueueID   => 123,
        ServiceID => 1,
        UserID    => 123,
    );

    my %SLAs = $TicketObject->TicketSLAList(
        TicketID  => 123,
        ServiceID => 1,
        UserID    => 123,
    );

Returns:

    %SLAs = (
        1 => 'SLA A',
        2 => 'SLA B',
        3 => 'SLA C',
    );

TicketSLASet()

to set a ticket service level agreement

    my $Success = $TicketObject->TicketSLASet(
        SLAID    => 123,
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketSLASet(
        SLA      => 'SLA A',
        TicketID => 123,
        UserID   => 123,
    );

Events: TicketSLAUpdate

TicketCustomerSet()

Set customer data of ticket.

    my $Success = $TicketObject->TicketCustomerSet(
        No       => 'client123',
        User     => 'client-user-123',
        TicketID => 123,
        UserID   => 23,
    );

Events: TicketCustomerUpdate

TicketFreeTextSet()

DEPRECATED. This function will be removed in a future version of OTRS, don't use it any more!

Set ticket free text.

    my $Success = $TicketObject->TicketFreeTextSet(
        Counter  => 1,
        Key      => 'Planet', # optional
        Value    => 'Sun',  # optional
        TicketID => 123,
        UserID   => 23,
    );

Events: TicketFreeTextUpdate

TicketFreeTimeSet()

DEPRECATED. This function will be removed in a future version of OTRS, don't use it any more!

Set ticket free text.

    my $Success = $TicketObject->TicketFreeTimeSet(
        Counter               => 1,
        Prefix                => 'TicketFreeTime',
        TicketFreeTime1Year   => 1900,
        TicketFreeTime1Month  => 12,
        TicketFreeTime1Day    => 24,
        TicketFreeTime1Hour   => 22,
        TicketFreeTime1Minute => 01,
        TicketID              => 123,
        UserID                => 23,
    );

If you want to set a FreeTime value to null, just supply zeros:

    my $Success = $TicketObject->TicketFreeTimeSet(
        Counter               => 1,
        Prefix                => 'TicketFreeTime',
        TicketFreeTime1Year   => 0,
        TicketFreeTime1Month  => 0,
        TicketFreeTime1Day    => 0,
        TicketFreeTime1Hour   => 0,
        TicketFreeTime1Minute => 0,
        TicketID              => 123,
        UserID                => 23,
    );

Events: TicketFreeTimeUpdate

TicketPermission()

returns whether or not the agent has permission on a ticket

    my $Access = $TicketObject->TicketPermission(
        Type     => 'ro',
        TicketID => 123,
        UserID   => 123,
    );

or without logging, for example for to check if a link/action should be shown

    my $Access = $TicketObject->TicketPermission(
        Type     => 'ro',
        TicketID => 123,
        LogNo    => 1,
        UserID   => 123,
    );

TicketCustomerPermission()

returns whether or not a customer has permission to a ticket

    my $Access = $TicketObject->TicketCustomerPermission(
        Type     => 'ro',
        TicketID => 123,
        UserID   => 123,
    );

or without logging, for example for to check if a link/action should be displayed

    my $Access = $TicketObject->TicketCustomerPermission(
        Type     => 'ro',
        TicketID => 123,
        LogNo    => 1,
        UserID   => 123,
    );

GetSubscribedUserIDsByQueueID()

returns an array of user ids which selected the given queue id as custom queue.

    my @UserIDs = $TicketObject->GetSubscribedUserIDsByQueueID(
        QueueID => 123,
    );

Returns:

    @UserIDs = ( 1, 2, 3 );

TicketPendingTimeSet()

set ticket pending time:

    my $Success = $TicketObject->TicketPendingTimeSet(
        Year     => 2003,
        Month    => 08,
        Day      => 14,
        Hour     => 22,
        Minute   => 05,
        TicketID => 123,
        UserID   => 23,
    );

or use a time stamp:

    my $Success = $TicketObject->TicketPendingTimeSet(
        String   => '2003-08-14 22:05:00',
        TicketID => 123,
        UserID   => 23,
    );

If you want to set the pending time to null, just supply zeros:

    my $Success = $TicketObject->TicketPendingTimeSet(
        Year     => 0000,
        Month    => 00,
        Day      => 00,
        Hour     => 00,
        Minute   => 00,
        TicketID => 123,
        UserID   => 23,
    );

or use a time stamp:

    my $Success = $TicketObject->TicketPendingTimeSet(
        String   => '0000-00-00 00:00:00',
        TicketID => 123,
        UserID   => 23,
    );

Events: TicketPendingTimeUpdate

TicketLockGet()

check if a ticket is locked or not

    if ($TicketObject->TicketLockGet(TicketID => 123)) {
        print "Ticket is locked!\n";
    }
    else {
        print "Ticket is not locked!\n";
    }

TicketLockSet()

to lock or unlock a ticket

    my $Success = $TicketObject->TicketLockSet(
        Lock     => 'lock',
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketLockSet(
        LockID   => 1,
        TicketID => 123,
        UserID   => 123,
    );

Optional attribute: SendNoNotification, disable or enable agent and customer notification for this action. Otherwise a notification will be send to agent and cusomer.

For example:

        SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events: TicketLockUpdate

TicketArchiveFlagSet()

to set the ticket archive flag

    my $Success = $TicketObject->TicketArchiveFlagSet(
        ArchiveFlag => 'y',  # (y|n)
        TicketID    => 123,
        UserID      => 123,
    );

Events: TicketArchiveFlagUpdate

TicketStateSet()

to set a ticket state

    my $Success = $TicketObject->TicketStateSet(
        State    => 'open',
        TicketID => 123,
        UserID   => 123,
    );

    my $Success = $TicketObject->TicketStateSet(
        StateID  => 3,
        TicketID => 123,
        UserID   => 123,
    );

Optional attribute: SendNoNotification, disable or enable agent and customer notification for this action. Otherwise a notification will be send to agent and cusomer.

For example:

        SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events: TicketStateUpdate

TicketStateList()

to get the state list for a ticket (depends on workflow, if configured)

    my %States = $TicketObject->TicketStateList(
        TicketID => 123,
        UserID   => 123,
    );

    my %States = $TicketObject->TicketStateList(
        QueueID => 123,
        UserID  => 123,
    );

    my %States = $TicketObject->TicketStateList(
        TicketID => 123,
        Type     => 'open',
        UserID   => 123,
    );

Returns:

    %States = (
        1 => 'State A',
        2 => 'State B',
        3 => 'State C',
    );

OwnerCheck()

to get the ticket owner

    my ($OwnerID, $Owner) = $TicketObject->OwnerCheck(
        TicketID => 123,
    );

or for access control

    my $AccessOk = $TicketObject->OwnerCheck(
        TicketID => 123,
        OwnerID  => 321,
    );

TicketOwnerSet()

to set the ticket owner (notification to the new owner will be sent)

by using user id

    my $Success = $TicketObject->TicketOwnerSet(
        TicketID  => 123,
        NewUserID => 555,
        UserID    => 123,
    );

by using user login

    my $Success = $TicketObject->TicketOwnerSet(
        TicketID => 123,
        NewUser  => 'some-user-login',
        UserID   => 123,
    );

Return: 1 = owner has been set 2 = this owner is already set, no update needed

Optional attribute: SendNoNotification, disable or enable agent and customer notification for this action. Otherwise a notification will be send to agent and cusomer.

For example:

        SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events: TicketOwnerUpdate

TicketOwnerList()

returns the owner in the past as array with hash ref of the owner data (name, email, ...)

    my @Owner = $TicketObject->TicketOwnerList(
        TicketID => 123,
    );

Returns:

    @Owner = (
        {
            UserFirstname => 'SomeName',
            UserLastname  => 'SomeName',
            UserEmail     => 'some@example.com',
            # custom attributes
        },
        {
            UserFirstname => 'SomeName',
            UserLastname  => 'SomeName',
            UserEmail     => 'some@example.com',
            # custom attributes
        },
    );

TicketResponsibleSet()

to set the ticket responsible (notification to the new responsible will be sent)

by using user id

    my $Success = $TicketObject->TicketResponsibleSet(
        TicketID  => 123,
        NewUserID => 555,
        UserID    => 213,
    );

by using user login

    my $Success = $TicketObject->TicketResponsibleSet(
        TicketID  => 123,
        NewUser   => 'some-user-login',
        UserID    => 213,
    );

Return: 1 = responsible has been set 2 = this responsible is already set, no update needed

Optional attribute: SendNoNotification, disable or enable agent and customer notification for this action. Otherwise a notification will be send to agent and cusomer.

For example:

        SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events: TicketResponsibleUpdate

TicketResponsibleList()

returns the responsible in the past as array with hash ref of the owner data (name, email, ...)

    my @Responsible = $TicketObject->TicketResponsibleList(
        TicketID => 123,
    );

Returns:

    @Responsible = (
        {
            UserFirstname => 'SomeName',
            UserLastname  => 'SomeName',
            UserEmail     => 'some@example.com',
            # custom attributes
        },
        {
            UserFirstname => 'SomeName',
            UserLastname  => 'SomeName',
            UserEmail     => 'some@example.com',
            # custom attributes
        },
    );

TicketInvolvedAgentsList()

returns an array with hash ref of agents which have been involved with a ticket. It is guaranteed that no agent is returned twice.

    my @InvolvedAgents = $TicketObject->TicketInvolvedAgentsList(
        TicketID => 123,
    );

Returns:

    @InvolvedAgents = (
        {
            UserFirstname => 'SomeName',
            UserLastname  => 'SomeName',
            UserEmail     => 'some@example.com',
            # custom attributes
        },
        {
            UserFirstname => 'AnotherName',
            UserLastname  => 'AnotherName',
            UserEmail     => 'another@example.com',
            # custom attributes
        },
    );

TicketPrioritySet()

to set the ticket priority

    my $Success = $TicketObject->TicketPrioritySet(
        TicketID => 123,
        Priority => 'low',
        UserID   => 213,
    );

    my $Success = $TicketObject->TicketPrioritySet(
        TicketID   => 123,
        PriorityID => 2,
        UserID     => 213,
    );

Events: TicketPriorityUpdate

TicketPriorityList()

to get the priority list for a ticket (depends on workflow, if configured)

    my %Priorities = $TicketObject->TicketPriorityList(
        TicketID => 123,
        UserID   => 123,
    );

    my %Priorities = $TicketObject->TicketPriorityList(
        QueueID => 123,
        UserID  => 123,
    );

Returns:

    %Priorities = (
        1 => 'Priority A',
        2 => 'Priority B',
        3 => 'Priority C',
    );

HistoryTicketStatusGet()

get a hash with ticket id as key and a hash ref (result of HistoryTicketGet) of all affected tickets in this time area.

    my %Tickets = $TicketObject->HistoryTicketStatusGet(
        StartDay   => 12,
        StartMonth => 1,
        StartYear  => 2006,
        StopDay    => 18,
        StopMonth  => 1,
        StopYear   => 2006,
        Force      => 0,
    );

HistoryTicketGet()

returns a hash of the ticket history info at this time.

    my %HistoryData = $TicketObject->HistoryTicketGet(
        StopYear  => 2003,
        StopMonth => 12,
        StopDay   => 24,
        TicketID  => 123,
        Force     => 0,
    );

returns

    TicketNumber
    TicketID
    Type
    TypeID
    Queue
    QueueID
    Priority
    PriorityID
    State
    StateID
    Owner
    OwnerID
    CreateUserID
    CreateTime (timestamp)
    CreateOwnerID
    CreatePriority
    CreatePriorityID
    CreateState
    CreateStateID
    CreateQueue
    CreateQueueID
    LockFirst (timestamp)
    LockLast (timestamp)
    UnlockFirst (timestamp)
    UnlockLast (timestamp)

HistoryTypeLookup()

returns the id of the requested history type.

    my $ID = $TicketObject->HistoryTypeLookup( Type => 'Move' );

HistoryAdd()

add a history entry to an ticket

    my $Success = $TicketObject->HistoryAdd(
        Name         => 'Some Comment',
        HistoryType  => 'Move', # see system tables
        TicketID     => 123,
        ArticleID    => 1234, # not required!
        QueueID      => 123, # not required!
        TypeID       => 123, # not required!
        CreateUserID => 123,
    );

Events: HistoryAdd

HistoryGet()

get ticket history as array with hashes (TicketID, ArticleID, Name, CreateBy, CreateTime, HistoryType, QueueID, OwnerID, PriorityID, StateID, HistoryTypeID and TypeID)

    my @HistoryLines = $TicketObject->HistoryGet(
        TicketID => 123,
        UserID   => 123,
    );

HistoryDelete()

delete a ticket history (from storage)

    my $Success = $TicketObject->HistoryDelete(
        TicketID => 123,
        UserID   => 123,
    );

Events: HistoryDelete

TicketAccountedTimeGet()

returns the accounted time of a ticket.

    my $AccountedTime = $TicketObject->TicketAccountedTimeGet(TicketID => 1234);

TicketAccountTime()

account time to a ticket.

    my $Success = $TicketObject->TicketAccountTime(
        TicketID  => 1234,
        ArticleID => 23542,
        TimeUnit  => '4.5',
        UserID    => 1,
    );

Events: TicketAccountTime

TicketMerge()

merge two tickets

    my $Success = $TicketObject->TicketMerge(
        MainTicketID  => 412,
        MergeTicketID => 123,
        UserID        => 123,
    );

Events: TicketMerge

TicketWatchGet()

to get all user ids and additional attributes of an watched ticket

    my %Watch = $TicketObject->TicketWatchGet(
        TicketID => 123,
    );

get list of users to notify

    my %Watch = $TicketObject->TicketWatchGet(
        TicketID => 123,
        Notify   => 1,
    );

get list of users as array

    my Watch = $TicketObject->TicketWatchGet(
        TicketID => 123,
        Result   => 'ARRAY',
    );

TicketWatchSubscribe()

to subscribe a ticket to watch it

    my $Success = $TicketObject->TicketWatchSubscribe(
        TicketID    => 111,
        WatchUserID => 123,
        UserID      => 123,
    );

Events: TicketSubscribe

TicketWatchUnsubscribe()

to remove a subscribtion of a ticket

    my $Success = $TicketObject->TicketWatchUnsubscribe(
        TicketID    => 111,
        WatchUserID => 123,
        UserID      => 123,
    );

Events: TicketUnsubscribe

TicketFlagSet()

set ticket flags

    my $Success = $TicketObject->TicketFlagSet(
        TicketID => 123,
        Key      => 'Seen',
        Value    => 1,
        UserID   => 123, # apply to this user
    );

    my $Success = $TicketObject->TicketFlagSet(
        TicketID => 123,
        Key      => 'Seen',
        Value    => 1,
        AllUsers => 1, # apply to all users
    );

Events: TicketFlagSet

TicketFlagDelete()

delete ticket flag

    my $Success = $TicketObject->TicketFlagDelete(
        TicketID => 123,
        Key      => 'Seen',
        UserID   => 123,
    );

Events: TicketFlagDelete

TicketFlagGet()

get ticket flags

    my %Flags = $TicketObject->TicketFlagGet(
        TicketID => 123,
        UserID   => 123, # to get flags one user
    );

    my @Flags = $TicketObject->TicketFlagGet(
        TicketID => 123,
        AllUsers   => 1, # to get flags all users
    );

TicketAcl()

prepare ACL execution of current state

    $TicketObject->TicketAcl(
        Data          => '-',
        Action        => 'AgentTicketZoom',
        TicketID      => 123,
        ReturnType    => 'Action',
        ReturnSubType => '-',
        UserID        => 123,
    );

    $TicketObject->TicketAcl(
        Data => {
            1 => 'new',
            2 => 'open',
            # ...
        },
        ReturnType    => 'Ticket',
        ReturnSubType => 'State',
    )

TicketAclData()

return the current ACL data hash after TicketAcl()

    my %Acl = $TicketObject->TicketAclData();

TicketAclActionData()

return the current ACL action data hash after TicketAcl()

    my %AclAction = $TicketObject->TicketAclActionData();

TicketArticleStorageSwitch()

move article storage from one backend to other backend

    my $Success = $TicketObject->TicketArticleStorageSwitch(
        TicketID    => 123,
        Source      => 'ArticleStorageDB',
        Destination => 'ArticleStorageFS',
        UserID      => 1,
    );

TERMS AND CONDITIONS

This software is part of the OTRS project (http://otrs.org/).

This software comes with ABSOLUTELY NO WARRANTY. For details, see the enclosed file COPYING for license information (AGPL). If you did not receive this file, see http://www.gnu.org/licenses/agpl.txt.

VERSION

$Revision: 1.540 $ $Date: 2012/01/16 14:22:00 $