[dev] autoBounce/Forward?

5 Oct 2005

      Hi all,

is there an OTRS feature which would be able to bouce every new mail,
which ends in specific queue? I have script which was doing that in
previous version of OTRS, but it seems, that it's not compatible with
OTRS version 2.x. Can someone help debug it - see attached file.

TIA,

--alexm

#!/usr/bin/perl -w
use lib ("/opt/otrs/" , "/opt/otrs/Kernel/cpan-lib/");
use Kernel::Config;
use Kernel::System::Log;
use Kernel::System::DB;
use Kernel::System::Ticket;
use Kernel::System::User;
use Data::Dumper;

my $ConfigObject = Kernel::Config->new();
my $LogObject    = Kernel::System::Log->new(
                                            ConfigObject => $ConfigObject,
                                           );
my $DBObject = Kernel::System::DB->new(
                                       ConfigObject => $ConfigObject,
                                       LogObject => $LogObject,
                                      );
my $TimeObject    = Kernel::System::Time->new(
                                      ConfigObject => $ConfigObject,
                                      );

my $TicketObject = Kernel::System::Ticket->new(
                                               ConfigObject => $ConfigObject,
                                               LogObject => $LogObject,
                                               DBObject => $DBObject,
                                               TimeObject => $TimeObject,
                                              );
my $UserObject = Kernel::System::User->new(
                                           ConfigObject => $ConfigObject,
                                           LogObject => $LogObject,
                                           DBObject => $DBObject,
                                           );
my $user_id = $UserObject->GetUserIdByName(User=>'root@localhost');

my $ticket_num; #=$ARGV[0];
my $ticket_id; #=$ARGV[1] || 0;
my @AllTicketIDs;

sub bounce {
my ($ticket_id,$article)=@_;
    #my $ticket_id=shift @_;
    $ticket_num=0;

if (!$ticket_num) { # We only got a ticket ID
    $ticket_num=$TicketObject->TicketNumberLookup(TicketID=>$ticket_id);
   }

# check how many articles ticket has
my @ArticleIDs = $TicketObject->ArticleIndex(
      TicketID => $ticket_id
  );

if (@ArticleIDs <= 1) { # Let's see if it's a new mail or followup
   $subject='[BLA #: '.$ticket_num.'] '.$article{Subject};
   } else {
   $subject=$article{Subject};
   }

# check if article has attachments
my %AttachIndex = $TicketObject->ArticleAttachmentIndex(
      ArticleID => $article{ArticleID},
      FileID => 1
  );

my @test = sort keys %AttachIndex;

# collect parameters for bouncing mail
%ArticleSendParams=(TicketID=>$ticket_id,
                        From=>$article{From},
                        To=>$article{To},
                        Subject =>$subject,
                        Cc =>$article{Cc},
                        Bcc =>'valid@email.com',
                        Body =>$article{Body},
                        UserID=>$user_id,
                        Loop =>1,
                        ArticleType =>'email-external',
                        SenderType =>'system',
                        HistoryComment =>'AutoForward to valid@email.com',
                        HistoryType =>'Forward');

#print $ArticleSendParams;
if (@test) { # if article has attachments, add them to the parameters for bouncing mail

        foreach $key (@test) {
                my %Attach = $TicketObject->ArticleAttachment(
                                                ArticleID => $article{ArticleID},
                                                FileID => $key);
                $rA = \%Attach;
                %ATS=('Content' => $$rA{"Content"},'ContentType' => $$rA{"ContentType"}, 'Filename' => $$rA{"Filename"});
                push(@ATS,{%ATS});
                $ArticleSendParams{'Attach'}=[@ATS];
        }
}

#print $ArticleSendParams;
#print Dumper(\%ArticleSendParams);
#print Dumper(\@ATS);
#print Dumper(\@Attachments);

# send bouncing mail
$TicketObject->ArticleSend(%ArticleSendParams);

# change ticket status from new to open
$TicketObject->StateSet(TicketID=>$ticket_id,
                            UserID=>$user_id,
                            State=>'open');

=item
$TicketObject->ArticleSend(
      TicketID=>$ticket_id,
      From=>$article{From},
      To=>'valid@email.com',
      Subject =>$subject,
      Body => $article{Body},
      UserID=>$user_id,
      Loop => 1,
      ArticleType => 'email-external',
      SenderType => 'system',
      HistoryComment => 'AutoForward to valid@email.com',
      HistoryType => 'Forward');

$TicketObject->StateSet(TicketID=>$ticket_id,
                            UserID=>$user_id,
                            State=>'open');

$TicketObject->MoveTicket(TicketID=>$ticket_id,
                            Queue=>'important_queue',
                            UserID=>1);

=cut
 }

# find new tickets or new followups in queue important_queue
    @AllTicketIDs = $TicketObject->TicketSearch(
                                                   Result => 'ARRAY',
                                                   Limit => 10000,
                                                   Queues => ['important_queue'],
                                                   States => ['new'],
                                                   UserID=>1);
    foreach $ticket_id (@AllTicketIDs) {
        %article=$TicketObject->ArticleLastCustomerArticle(TicketID=>$ticket_id);
        #print($article{ArticleID});
        bounce($ticket_id,$article{ArticleID});
    }

[dev] autoBounce/Forward?

Alex Mihicinac