[dev] Custom TicketCreate Module

14 Aug 2008

      Hi folks,

Thought I would give it a shot on this list.  I got a problem with a
custom TicketCreate module that I'm working on.  Basically, what I want
to do is on a TicketCreate is send a NewTicket notification to all the
agents that has selected the queue the ticket is assigned to as "My
Queues" even if the ticket was assigned an owner.  Of course this is
built right into OTRS for tickets that are unlocked, but we sometimes
use OTRS to log simple tasks and assign the ticket to ourselves.  So I
have this working... see below.  However, the only problem that I have
is the notification itself contains no information other than the queue
it is.  It's missing the customer info, the article body... all the good
stuff.  I'm thinking that maybe the article has not been created yet and
it's an order thing?  I'm not very Perl savvy so any help would be
greatly appreciated! 

########################################################################
#################

package Kernel::System::Ticket::Event::EmailHelpDeskSuper;

use strict;

use Kernel::System::User;

use Kernel::System::Email;

use Kernel::System::Queue;

use vars qw($VERSION);

$VERSION = '$Revision: 1.4 $';

$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/;

sub new {

    my $Type = shift;

    my %Param = @_;

    # allocate new hash for object

    my $Self = {};

    bless ($Self, $Type);

    # check needed objects

    foreach (qw(DBObject ConfigObject LogObject TicketObject)) {

        $Self->{$_} = $Param{$_} || die "Got no $_!";

    }

    # 0=off; 1=on;

    $Self->{Debug} = $Param{Debug} || 1;

    $Self->{UserObject} = Kernel::System::User->new(%Param);

    $Self->{EmailObject} = Kernel::System::Email->new(%Param);

    $Self->{QueueObject} = Kernel::System::Queue->new(%Param);

    return $Self;

}

sub Run {

    my $Self = shift;

    my %Param = @_;

    # get ticket data

    my %Ticket = $Self->{TicketObject}->TicketGet(%Param);

    # check needed stuff

    foreach (qw(TicketID Event Config)) {

        if (!$Param{$_}) {

            $Self->{LogObject}->Log(Priority => 'error', Message =>
"Need $_!");

            return;

        }

    }

    if ($Param{Event} eq 'TicketCreate') {

        my %Ticket = $Self->{TicketObject}->TicketGet(TicketID =>
$Param{TicketID});

        #if ($Ticket{State} eq 'New') {

        # get agentss who are sucscribed the ticket queue to the custom
queues

                  my @UserIDs =
$Self->{TicketObject}->GetSubscribedUserIDsByQueueID(

             QueueID => $Ticket{QueueID},

                    );

                # send each agent the a notification

                foreach my $UserID (@UserIDs) {

        my %User = $Self->{UserObject}->GetUserData(UserID => $UserID,
Valid => 1);

        if (%User) {

            # send agent notification

            $Self->{TicketObject}->SendAgentNotification(

                Type => 'NewTicket',

                UserData => \%User,

                CustomerMessageParams => \%Param,

                TicketID => $Param{TicketID},

                UserID => 1,

            );

         }

    elsif ($Param{Event} eq 'MoveTicket') {

        my %Ticket = $Self->{TicketObject}->TicketGet(TicketID =>
$Param{TicketID});

            # do some stuff

                }

                 }

                }

                return 1;

}

1;

########################################################################
##############################################

Daniel Shue

Networking Engineer

Randolph County IT Department

725 McDowell Rd

Asheboro, NC  27203

Phone:  (336) 318-6399

Fax:  (336) 636-7699

Daniel Shue

Networking Engineer

Randolph County IT Department

725 McDowell Rd

Asheboro, NC  27203

Phone:  (336) 318-6399

Fax:  (336) 636-7699

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[dev] Custom TicketCreate Module

Shue, Daniel G.