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!

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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;

}

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Daniel Shue

Networking Engineer

Randolph County IT Department

725 McDowell Rd

Asheboro, NC 27203

Phone: (336) 318-6399