• NAME
• SYNOPSIS
• PUBLIC INTERFACE
• TERMS AND CONDITIONS
• VERSION

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, );

or

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, );

TicketGet()

Get ticket info

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

Returns:

%Ticket = ( TicketNumber => '20101027000001', 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', Changed => '2010-10-27 20:15:15', ArchiveFlag => 'y', TicketFreeKey1-16 TicketFreeText1-16 TicketFreeTime1-6

# (time stampes 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")

# (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") );

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( Ticket => $Param{Ticket}, 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

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

TicketFreeTextGet()

get _possible_ ticket free text options

Note: the current value is accessible over TicketGet()

my $HashRef = $TicketObject->TicketFreeTextGet( Type => 'TicketFreeText3', TicketID => 123, UserID => 123, # or CustomerUserID );

my $HashRef = $TicketObject->TicketFreeTextGet( Type => 'TicketFreeText3', UserID => 123, # or CustomerUserID );

# fill up with existing values my $HashRef = $TicketObject->TicketFreeTextGet( Type => 'TicketFreeText3', FillUp => 1, UserID => 123, # or CustomerUserID );

Returns:

$HashRef = { 'Storage Value A' => 'Display Value A', 'Storage Value B' => 'Display Value B', 'Storage Value C' => 'Display Value C', 'Storage Value D' => 'Display Value D', 'Storage Value E' => 'Display Value E', };

TicketFreeTextSet()

Set ticket free text.

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

Events: TicketFreeTextUpdate

TicketFreeTimeSet()

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

TicketSearch()

To find tickets in your system.

my @TicketIDs = $TicketObject->TicketSearch( # result (required) Result => 'ARRAY' || 'HASH' || 'COUNT',

# result limit Limit => 100,

# ticket number (optional) as STRING or as ARRAYREF TicketNumber => '%123546%', TicketNumber => ['%123546%', '%123666%'],

# ticket title (optional) as STRING or as ARRAYREF Title => '%SomeText%', Title => ['%SomeTest1%', '%SomeTest2%'],

Queues => ['system queue', 'other queue'], QueueIDs => [1, 42, 512],

# use also sub queues of Queue|Queues in search UseSubQueues => 0,

# You can use types like normal, ... Types => ['normal', 'change', 'incident'], TypeIDs => [3, 4],

# You can use states like new, open, pending reminder, ... States => ['new', 'open'], StateIDs => [3, 4],

# (Open|Closed) tickets for all closed or open tickets. StateType => 'Open',

# You also can use real state types like new, open, closed, # pending reminder, pending auto, removed and merged. StateType => ['open', 'new'], StateTypeIDs => [1, 2, 3],

Priorities => ['1 very low', '2 low', '3 normal'], PriorityIDs => [1, 2, 3],

Services => ['Service A', 'Service B'], ServiceIDs => [1, 2, 3],

SLAs => ['SLA A', 'SLA B'], SLAIDs => [1, 2, 3],

Locks => ['unlock'], LockIDs => [1, 2, 3],

OwnerIDs => [1, 12, 455, 32]

ResponsibleIDs => [1, 12, 455, 32]

WatchUserIDs => [1, 12, 455, 32]

# CustomerID (optional) as STRING or as ARRAYREF CustomerID => '123', CustomerID => ['123', 'ABC'],

# CustomerUserLogin (optional) as STRING as ARRAYREF CustomerUserLogin => 'uid123', CustomerUserLogin => ['uid123', 'uid777'],

# create ticket properties (optional) CreatedUserIDs => [1, 12, 455, 32] CreatedTypes => ['normal', 'change', 'incident'], CreatedTypeIDs => [1, 2, 3], CreatedPriorities => ['1 very low', '2 low', '3 normal'], CreatedPriorityIDs => [1, 2, 3], CreatedStates => ['new', 'open'], CreatedStateIDs => [3, 4], CreatedQueues => ['system queue', 'other queue'], CreatedQueueIDs => [1, 42, 512],

# 1..16 (optional) TicketFreeKey1 => 'Product', TicketFreeText1 => 'adasd', # or with multi options as array ref or string possible TicketFreeKey2 => ['Product', 'Product2'], TicketFreeText2 => ['Browser', 'Sound', 'Mouse'],

# 1..6 (optional) # tickets with free time after ... (optional) TicketFreeTime1NewerDate => '2006-01-09 00:00:01', # tickets with free time before ... (optional) TicketFreeTime1OlderDate => '2006-01-19 23:59:59',

# search for ticket flags TicketFlag => { Seen => 1, }

# article stuff (optional) From => '%spam@example.com%', To => '%support@example.com%', Cc => '%client@example.com%', Subject => '%VIRUS 32%', Body => '%VIRUS 32%',

# use full text index if configured (optional, default off) FullTextIndex => 1,

# content search (AND or OR) (optional) ContentSearch => 'AND',

# content search prefix (optional) ContentSearchPrefix => '*',

# content search suffix (optional) ContentSearchSuffix => '*',

# content conditions for From,To,Cc,Subject,Body # Title,CustomerID and CustomerUserLogin (all optional) ConditionInline => 1,

# articles created after 60 minutes (article newer than 60 minutes) (optional) ArticleCreateTimeOlderMinutes => 60, # articles created before 120 minutes (article older than 120 minutes) (optional) ArticleCreateTimeNewerMinutes => 120,

# articles with create time after ... (article newer than this date) (optional) ArticleCreateTimeNewerDate => '2006-01-09 00:00:01', # articles with created time before ... (article older than this date) (optional) ArticleCreateTimeOlderDate => '2006-01-19 23:59:59',

# tickets created after 60 minutes (ticket newer than 60 minutes) (optional) TicketCreateTimeOlderMinutes => 60, # tickets created before 120 minutes (ticket older than 120 minutes) (optional) TicketCreateTimeNewerMinutes => 120,

# tickets with create time after ... (ticket newer than this date) (optional) TicketCreateTimeNewerDate => '2006-01-09 00:00:01', # tickets with created time before ... (ticket older than this date) (optional) TicketCreateTimeOlderDate => '2006-01-19 23:59:59',

# tickets changed after 60 minutes (ticket changed newer than 60 minutes) (optional) TicketChangeTimeOlderMinutes => 60, # tickets changed before 120 minutes (ticket changed older 120 minutes) (optional) TicketChangeTimeNewerMinutes => 120,

# tickets with changed time after ... (ticket changed newer than this date) (optional) TicketChangeTimeNewerDate => '2006-01-09 00:00:01', # tickets with changed time before ... (ticket changed older than this date) (optional) TicketChangeTimeOlderDate => '2006-01-19 23:59:59',

# tickets closed after 60 minutes (ticket closed newer than 60 minutes) (optional) TicketCloseTimeOlderMinutes => 60, # tickets closed before 120 minutes (ticket closed older than 120 minutes) (optional) TicketCloseTimeNewerMinutes => 120,

# tickets with closed time after ... (ticket closed newer than this date) (optional) TicketCloseTimeNewerDate => '2006-01-09 00:00:01', # tickets with closed time before ... (ticket closed older than this date) (optional) TicketCloseTimeOlderDate => '2006-01-19 23:59:59',

# tickets pending after 60 minutes (optional) TicketPendingTimeOlderMinutes => 60, # tickets pending before 120 minutes (optional) TicketPendingTimeNewerMinutes => 120,

# tickets with pending time after ... (optional) TicketPendingTimeNewerDate => '2006-01-09 00:00:01', # tickets with pending time before ... (optional) TicketPendingTimeOlderDate => '2006-01-19 23:59:59',

# you can use all following escalation options with this four different ways of escalations # TicketEscalationTime... # TicketEscalationUpdateTime... # TicketEscalationResponseTime... # TicketEscalationSolutionTime...

# ticket escalations over 60 minutes (optional) TicketEscalationTimeOlderMinutes => -60, # ticket escalations in 120 minutes (optional) TicketEscalationTimeNewerMinutes => -120,

# tickets with escalation time after ... (optional) TicketEscalationTimeNewerDate => '2006-01-09 00:00:01', # tickets with escalation time before ... (optional) TicketEscalationTimeOlderDate => '2006-01-09 23:59:59',

# search in archive (optional) ArchiveFlags => ['y', 'n'],

# OrderBy and SortBy (optional) OrderBy => 'Down', # Down|Up SortBy => 'Age', # Owner|Responsible|CustomerID|State|TicketNumber|Queue|Priority|Age|Type|Lock # Title|Service|SLA|PendingTime|EscalationTime # EscalationUpdateTime|EscalationResponseTime|EscalationSolutionTime # TicketFreeTime1-6|TicketFreeKey1-16|TicketFreeText1-16

# OrderBy and SortBy as ARRAY for sub sorting (optional) OrderBy => ['Down', 'Up'], SortBy => ['Priority', 'Age'],

# user search (UserID is required) UserID => 123, Permission => 'ro' || 'rw',

# customer search (CustomerUserID is required) CustomerUserID => 123, Permission => 'ro' || 'rw',

# CacheTTL, cache search result in seconds (optional) CacheTTL => 60 * 15, );

Returns:

Result: 'ARRAY'

@TicketIDs = ( 1, 2, 3 );

Result: 'HASH'

%TicketIDs = ( 1 => '2010102700001', 2 => '2010102700002', 3 => '2010102700003', );

Result: 'COUNT'

$TicketIDs = 123;

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)

my $Success = $TicketObject->TicketResponsibleSet( TicketID => 123, NewUserID => 555, 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 array with hash ref of involved agents of a ticket

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

Returns:

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

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, );

TicketAcl()

prepare ACL execution of current state

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

or

$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();

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: 1.468 $ $Date: 2010/08/19 13:22:58 $