[dev] CreateTicket2-n.pl perl ticket interface OTRS 2.2.3

[Eduardo Raffoul]

Hi Eric,

I'm currently working in the same than you. I've tried to use rpc.pl but i
cant make it work, so i tried the option of using a LWP::UserAgent
connection making a post to the Action that i want to do and it works nice.
To create a ticket you should post to AgentTicketPhone or
CustomerTicketMessage (i used the last one because our other system should
act as a "customer" of OTRS).

Hope that could be a good solution to your needs.

Greetings,
Eduardo Raffoul

2007/11/22, Partington, Eric <eric.partington at rbc.com>:
>
>  Hello Dev's, I have been trawling the lists and google to find a solution
> to my problem but have been unable to find anything to get me further than I
> am.
>
> I found this script on the dev list from a while back and I have been
> trying to adapt it to work with OTRS 2.2.3 to create a ticket via perl.
> The script is exactly where I need to start to help integrate the OTRS
> system into our workflow here.
>
> The script is shown below but the error message when I run it from
> /opt/otrs/bin/CreateTickets2-n.pl is:
> [853232650 at localhost bin]$ pwd
> /opt/otrs/bin
> [853232650 at localhost bin]$ ./CreateTicket2-n.pl
> Got no LogObject! at /opt/otrs/Kernel/System/Time.pm line 70, <PRODUCT>
> line 4.
>
> -rwxrwxr-x  1 apache apache  2657 Nov 22 21:27 CreateTicket2-n.pl
>
> I am sure the thing I am missing is very simple but I am at a loss as to
> where to proceed.  The CVS public API seems very straight forward but I cant
> get past the very basic point where I am.  Any pointers as to how to create
> a basic ticket with article from Perl using the API would be very
> appreciated.
>
> Thanks for your help
>
> #!/usr/bin/perl -w
> # --
> # create ticket with an article
> # Copyright (C)
> # --
> # $Id: otrs.addUser,v 1.8 2003/03/06 22:11:59 martin Exp $
> # --
> # This software comes with ABSOLUTELY NO WARRANTY. For details, see
> # the enclosed file COPYING for license information (GPL). If you
> # did not receive this file, see *http://www.gnu.org/licenses/gpl.txt*<http://www.gnu.org/licenses/gpl.txt>
> .
> # --
>
> use *File::Basename*;
> use FindBin qw($RealBin);
> use lib dirname($RealBin);
> use lib dirname($RealBin)."/Kernel/cpan-lib";
>
> use Kernel::Config;
> use Kernel::System::Time;
> use Kernel::System::Log;
> use Kernel::System::DB;
> use Kernel::System::Ticket;
> my $ConfigObject = Kernel::Config->new();
> my $TimeObject    = Kernel::System::Time->new(
>     ConfigObject => $ConfigObject,
> );
> my $LogObject    = Kernel::System::Log->new(
>     ConfigObject => $ConfigObject,
>     LogPrefix => "CreateTicket.pl",
> );
> my $DBObject = Kernel::System::DB->new(
>     ConfigObject => $ConfigObject,
>     LogObject => $LogObject,
> );
> my $TicketObject = Kernel::System::Ticket->new(
>     ConfigObject => $ConfigObject,
>     LogObject => $LogObject,
>     DBObject => $DBObject,
>     TimeObject => $TimeObject,
> );
>
> my $TicketID = $TicketObject->TicketCreate(
>     TN => $TicketObject->TicketCreateNumber(),
>     Queue => 'Raw',
>     Lock => 'unlock',
>     GroupID => 1,
>     Priority => '3 normal',
>     State => 'new',
>     CustomerNo => '',
>     CustomerUser => '',
>     UserID => 1, # current owner
>     CreateUserID => 1,
> );
> print "Ticket (TicketID:$TicketID) created.\n";
>
> if ($TicketID) {
>     my $ArticleID = $TicketObject->ArticleCreate(
>         TicketID => $TicketID,
>         ArticleType => 'note-external', #
> email-external|email-internal|phone|fax|...
>         SenderType => 'customer',         # agent|system|customer
>         From => 'Some Agent <email at example.com>',   # not required but
> useful
>         To => 'Some Customer A <customer-a at example.com>', # not required
> but useful
>         Cc => 'Some Customer B <customer-b at example.com>', # not required
> but useful
>         Subject => 'some short description',        # required
>         Body => 'the message text',                 # required
>         ContentType => 'text/plain; charset=ISO-8859-15',
>         HistoryType => 'EmailCustomer',  #
> EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|...
>         HistoryComment => 'Some free text!',
>         UserID => 1,
>     );
>     print "Article (ArticleID:$ArticleID) aded to TicketID $TicketID.\n";
> }
>
> exit (0);
>
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