Hi Alex, no, there is no existing script. A question, in what case do you use this? Thanks, -Martin Alex Mihicinac wrote:

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

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#!/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}); }

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