Feature question - dev - OTRS mailing lists

newer
RE: [dev] Stoping of Ticket age...

Feature question

older
Stoping of Ticket age when status...

Florent Guiliani

10 Jan 2006 10 Jan '06

1:05 p.m.

Hi all, Is it possible to search for any ticket who have been closed in a laps of time? Another question: Is is possible to see all tickets locked on a given user ? -- http://www.perinfo.com * Florent GUILIANI - Développement Système* 41, avenue Jean Jaurès - 67100 STRASBOURG /Tel :/ 03.88.44.96.00 /- Fax :/ 03.88.44.96.29 /E-mail :/ fguiliani@perinfo.com mailto:fguiliani@perinfo.com /Site Web :/ http://www.perinfo.com

Reply

Sign in to reply online Use email software

Show replies by date

Martin Edenhofer

10 Jan 10 Jan

6:35 p.m.

Hi Florent, (it would be fine if you use just on list in the To: field. thanks) Florent Guiliani schrieb:

Is it possible to search for any ticket who have been closed in a laps of time?

No, it's not possible.

Another question: Is is possible to see all tickets locked on a given user ?

No, it's not possible. Martin ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

Reply

Sign in to reply online Use email software

Florent Guiliani

11 Jan 11 Jan

8:31 a.m.

Martin Edenhofer a écrit :

Hi Florent,

(it would be fine if you use just on list in the To: field. thanks)

Ok

Florent Guiliani schrieb:

...
Is it possible to search for any ticket who have been closed in a laps of time?

No, it's not possible.

Is it possible for me to add this feature under a plugin? If I add the feature in the core, do you accept patch to include in official release ?

...
Another question: Is is possible to see all tickets locked on a given user ?

No, it's not possible.

Same questions..

Martin

Thank you Martin. I'm evaluating OTRS for my company (www.perinfo.com). Some features are missing. I can code but not for a long time. I hope API is well formed and documented ;). Florent,

Reply

Sign in to reply online Use email software

Alexandre FOUREY

8:46 a.m.

I do the the same think in a plugin. The best solution to get these informations is to use TicketSearch function. Attached files are a sample of code with this function. /otrs/Kernel/Config/Files/GenetelSearchConfig.pm cid:part1.02000602.05090707@fourey.fr /otrs/Kernel/Modules/GenetelSearch.pm cid:part1.02000602.05090707@fourey.fr These scripts needs others no provided scripts. Cordialement / Regards Alexandre FOUREY Consultant alexandre@fourey.fr Cell Phone 33 (0)6 67 67 50 12 /otrs/Kernel/Config/Files/GenetelSearchConfig.pm cid:part1.02000602.05090707@fourey.fr Florent Guiliani wrote:

Martin Edenhofer a écrit :

...
Hi Florent,

(it would be fine if you use just on list in the To: field. thanks)

Ok

...
Florent Guiliani schrieb:

...
Is it possible to search for any ticket who have been closed in a laps of time?

No, it's not possible.

Is it possible for me to add this feature under a plugin?

If I add the feature in the core, do you accept patch to include in official release ?

...
...
Another question: Is is possible to see all tickets locked on a given user ?

No, it's not possible.

Same questions..

...
Martin

Thank you Martin. I'm evaluating OTRS for my company (www.perinfo.com). Some features are missing. I can code but not for a long time. I hope API is well formed and documented ;).

Florent,

_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

$Self->{'Frontend::Module'}->{'GenetelSearch'} = { Description => 'Advanced Search', Title => 'Recherche avancée', NavBarName => 'Ticket', NavBar => [ { Description => 'Advanced Search', Name => 'Recherche avancée', Image => 'search.png', Link => 'Action=GenetelSearch', NavBar => 'Ticket', Prio => 310, }, ], }; $Self->{'Frontend::Module'}->{'=GenetelSearch'} = { Description => 'Advanced Search', Title => 'Recherche avancée', NavBarName => 'Ticket', }; # -- # Kernel/Modules/AgentTicketAutoSearch.pm - # Copyright (C) 2001-2005 Alexandre FOUREY # -- # $Id: AgentTicketAutoSearch.pm,v 1.0 2005/10/13 19:17:33 Alexandre 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. # -- package Kernel::Modules::GenetelSearch; use strict; use Kernel::System::Time; use Kernel::System::GenetelRapportSystem; use vars qw($VERSION); $VERSION = '$Revision: 1.0 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; my $ConfigObject = Kernel::Config->new(); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, ); my $DBObject = Kernel::System::DB->new( ConfigObject => $ConfigObject, LogObject => $LogObject, ); # -- sub new { my $Type = shift; my %Param = @_; # allocate new hash for object my $Self = {}; bless ($Self, $Type); foreach (keys %Param) { $Self->{$_} = $Param{$_}; } # check needed Opjects foreach (qw(ParamObject DBObject TicketObject LayoutObject LogObject ConfigObject)) { $Self->{$_} = $Param{$_} || $Self->{LayoutObject}->FatalError(Message => "Got no $_!"); } # check time object $Self->{TimeObject} = Kernel::System::Time->new( ConfigObject => Kernel::Config->new(), ); $Self->{RapportObject} = Kernel::System::GenetelRapportSystem->new(%Param); return $Self; } # -- sub Run { my $Self = shift; my %Param = @_; my $Output; # -- # check needed stuff # -- # -- # Print form # -- # if ($Self->{Subaction} eq 'SearchAge') { # print form $Output .= $Self->{LayoutObject}->Header(Value => "Genetel"); $Output .= $Self->{LayoutObject}->NavigationBar(); my %Ticket; my @ViewableIDs = $Self->TicketSearchAge( Subject => $Self->{Title}, Days => $Self->{ParamObject}->GetParam(Param => 'Days'), Hours => $Self->{ParamObject}->GetParam(Param => 'Hours'), ); foreach my $ID (@ViewableIDs) { my %IDGet = $Self->{TicketObject}->TicketGet( TicketID => $ID, ); my @IDHistory = $Self->{TicketObject}->HistoryGet( UserID => 1, TicketID => $ID, ); #$Self->{LogObject}->Log(Priority => 'notice', Message => "GENETEL TicketSearch - Found Ticket $IDGet{TicketNumber}"); my $ModSysTime=$Self->{TimeObject}->SystemTime(); my $ModTime=$Self->{TimeObject}->SystemTime(); foreach (@IDHistory) { if ($_->{"HistoryType"} eq "Lock") {next}; if ($_->{"HistoryType"} eq "Unlock") {next}; if ($_->{"HistoryType"} eq "Misc") {next}; $ModTime = $_->{"CreateTime"}; $ModSysTime = $Self->{TimeObject}->TimeStamp2SystemTime(String => $_->{"CreateTime"},); #$Self->{LogObject}->Log(Priority => 'notice', Message => "GENETEL TicketSearch - Set ModTime $ModTime $ModSysTime"); } my $RefTime = $Self->{TimeObject}->SystemTime() - ( $Self->{ParamObject}->GetParam(Param => 'Hours') * 3600 ); #$Self->{LogObject}->Log(Priority => 'notice', Message => "GENETEL TicketSearch - TimeValidation $RefTime $ModSysTime"); if ($ModSysTime > $RefTime) {next}; if ($IDGet{"Lock"} eq "lock") { $IDGet{"Lock"}="Oui"; } else { $IDGet{"Lock"}="Non"; } $Self->{LayoutObject}->Block( Name => 'Tickets', Data => { ID => $IDGet{TicketID}, TN => $IDGet{TicketNumber}, Categorie => $IDGet{TicketFreeText8}, Priority => $IDGet{Priority}, Title => $IDGet{Title}, Created => $IDGet{Created}, Changed => $ModTime, State => $IDGet{State}, Lock => $IDGet{Lock}, Owner => $IDGet{Owner}, CClient => $IDGet{CustomerID}, }, ); } $Output .= $Self->{LayoutObject}->Output( TemplateFile => 'GenetelSearchResult', Data => { %Ticket }, ); $Output .= $Self->{LayoutObject}->Footer(); return $Output; }elsif ($Self->{Subaction} eq 'SearchCustomer') { # print form $Output .= $Self->{LayoutObject}->Header(Value => "Genetel"); $Output .= $Self->{LayoutObject}->NavigationBar(); my %Ticket; my @ViewableIDs = $Self->TicketSearchCustomer( Subject => $Self->{Title}, Customer => $Self->{ParamObject}->GetParam(Param => 'Customer'), ); foreach my $ID (@ViewableIDs) { my %IDGet = $Self->{TicketObject}->TicketGet( TicketID => $ID, ); my @IDHistory = $Self->{TicketObject}->HistoryGet( UserID => 1, TicketID => $ID, ); #$Self->{LogObject}->Log(Priority => 'notice', Message => "GENETEL TicketSearch - Found Ticket $IDGet{TicketNumber}"); my $ModSysTime=$Self->{TimeObject}->SystemTime(); my $ModTime=$Self->{TimeObject}->SystemTime(); foreach (@IDHistory) { if ($_->{"HistoryType"} eq "Lock") {next}; if ($_->{"HistoryType"} eq "Unlock") {next}; if ($_->{"HistoryType"} eq "Misc") {next}; $ModTime = $_->{"CreateTime"}; $ModSysTime = $Self->{TimeObject}->TimeStamp2SystemTime(String => $_->{"CreateTime"},); #$Self->{LogObject}->Log(Priority => 'notice', Message => "GENETEL TicketSearch - Set ModTime $ModTime $ModSysTime"); } my $RefTime = $Self->{TimeObject}->SystemTime() - ( $Self->{ParamObject}->GetParam(Param => 'Hours') * 3600 ); #$Self->{LogObject}->Log(Priority => 'notice', Message => "GENETEL TicketSearch - TimeValidation $RefTime $ModSysTime"); if ($ModSysTime > $RefTime) {next}; if ($IDGet{"Lock"} eq "lock") { $IDGet{"Lock"}="Oui"; } else { $IDGet{"Lock"}="Non"; } $Self->{LayoutObject}->Block( Name => 'Tickets', Data => { ID => $IDGet{TicketID}, TN => $IDGet{TicketNumber}, Categorie => $IDGet{TicketFreeText8}, Priority => $IDGet{Priority}, Title => $IDGet{Title}, Created => $IDGet{Created}, Changed => $ModTime, State => $IDGet{State}, Lock => $IDGet{Lock}, Owner => $IDGet{Owner}, CClient => $IDGet{CustomerID}, }, ); } $Output .= $Self->{LayoutObject}->Output( TemplateFile => 'GenetelSearchResult', Data => { %Ticket }, ); $Output .= $Self->{LayoutObject}->Footer(); return $Output; } else { # print form $Output .= $Self->{LayoutObject}->Header(Value => "Genetel"); $Output .= $Self->{LayoutObject}->NavigationBar(); # my %DayList; for (my $D=1;$D<=20;$D++) { my $D1=$D; if ($D<10) {$D1="0".$D}; $DayList{$D} = $D1; } my %HourList; for (my $D=1;$D<=24;$D++) { my $D1=$D; if ($D<10) {$D1="0".$D}; $HourList{$D} = $D1; } $Param{DayStrg} = $Self->{LayoutObject}->OptionStrgHashRef( Data => \%DayList, Name => 'Days', SelectedID => $Self->{ConfigObject}->Get('Genetel::Search::AgeMax') || '', ); $Param{HourStrg} = $Self->{LayoutObject}->OptionStrgHashRef( Data => \%HourList, Name => 'Hours', SelectedID => $Self->{ConfigObject}->Get('Genetel::Search::LastModificationAge') || '', ); # search user list my @UserList=$Self->{RapportObject}->GetCustomerList($Self); foreach my $Customer (@UserList) { $Self->{LayoutObject}->Block( Name => 'Customer', Data => { Param => $Customer->{Frontend}, Field => $Self->{LayoutObject}->OptionStrgHashRef( Data => $Customer->{Data}, Name => $Customer->{Name}, SelectedID => $Customer->{SelectedID} || '', Multiple => $Customer->{Multiple} || 0, Size => $Customer->{Size} || '', ), }, ); } $Output .= $Self->{LayoutObject}->Output( TemplateFile => 'GenetelSearch', Data => { %Param, }, ); $Output .= $Self->{LayoutObject}->Footer(); return $Output; } } # -- # SUB TicketSearch # -- sub TicketSearchAge { my $Self = shift; my %Param = @_; my @Queues = $Self->{RapportObject}->GetValidQueues($Self); $Self->{LogObject}->Log(Priority => 'notice', Message => "GENETEL TicketSearch - Params: $Param{'Days'}, $Param{'Hours'} - @Queues"); my %TicketSearch=( Result => 'ARRAY', UserID => 1, TicketCreateTimeNewerMinutes => $Param{'Days'} * 1440, Queues => [@Queues], StateType => 'Open', ); my @TicketIDs = $Self->{TicketObject}->TicketSearch( %TicketSearch, ); return @TicketIDs; } sub TicketSearchCustomer { my $Self = shift; my %Param = @_; my @Queues = $Self->{RapportObject}->GetValidQueues($Self); $Self->{LogObject}->Log(Priority => 'notice', Message => "GENETEL TicketSearch - Params: $Param{'Days'}, $Param{'Hours'} - @Queues"); my %TicketSearch=( Result => 'ARRAY', UserID => 1, CustomerID => $Param{'Customer'}, Queues => [@Queues], StateType => 'Open', ); my @TicketIDs = $Self->{TicketObject}->TicketSearch( %TicketSearch, ); return @TicketIDs; } # -- 1;

Reply

Sign in to reply online Use email software

Florent Guiliani

10:35 a.m.

Alexandre FOUREY a écrit :

I do the the same think in a plugin. The best solution to get these informations is to use TicketSearch function.

Attached files are a sample of code with this function. /otrs/Kernel/Config/Files/GenetelSearchConfig.pm cid:part1.02000602.05090707@fourey.fr /otrs/Kernel/Modules/GenetelSearch.pm cid:part1.02000602.05090707@fourey.fr

Big thank you

These scripts needs others no provided scripts.

Seems like commercial plugin? So I cannot have the whole plugin?

Cordialement / Regards

"Tiens un français, salutations de Strasbourg ;)" Best Regards, Florent,

Reply

Sign in to reply online Use email software

Alexandre FOUREY

4:42 p.m.

Isn't a commerci Cordialement / Regards -- Alexandre FOUREY Consultant alexandre@fourey.fr Cell Phone 33 (0)6 67 67 50 12

Alexandre FOUREY a écrit :

...
I do the the same think in a plugin. The best solution to get these informations is to use TicketSearch function.

Attached files are a sample of code with this function. /otrs/Kernel/Config/Files/GenetelSearchConfig.pm cid:part1.02000602.05090707@fourey.fr /otrs/Kernel/Modules/GenetelSearch.pm cid:part1.02000602.05090707@fourey.fr

Big thank you

...
These scripts needs others no provided scripts.

Seems like commercial plugin? So I cannot have the whole plugin?

...
Cordialement / Regards

"Tiens un français, salutations de Strasbourg ;)"

Best Regards, Florent,

_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

Reply

Sign in to reply online Use email software

Alexandre FOUREY

7:55 p.m.

This plugin isn't a commercial plugin just a part of my customer specific development on OTRS and I don't have all sources. Cordialement / Regards Alexandre FOUREY Consultant alexandre@fourey.fr Cell Phone 33 (0)6 67 67 50 12 Florent Guiliani wrote:

Alexandre FOUREY a écrit :

...
I do the the same think in a plugin. The best solution to get these informations is to use TicketSearch function.

Attached files are a sample of code with this function. /otrs/Kernel/Config/Files/GenetelSearchConfig.pm cid:part1.02000602.05090707@fourey.fr /otrs/Kernel/Modules/GenetelSearch.pm cid:part1.02000602.05090707@fourey.fr

Big thank you

...
These scripts needs others no provided scripts.

Seems like commercial plugin? So I cannot have the whole plugin?

...
Cordialement / Regards

"Tiens un français, salutations de Strasbourg ;)"

Best Regards, Florent,

_______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

Reply

Sign in to reply online Use email software

7158

Age (days ago)

7159

Last active (days ago)

Download

6 comments

3 participants

tags

participants (3)

Alexandre FOUREY
Florent Guiliani
Martin Edenhofer