#!/usr/bin/perl -w # -- ##_ CustomerNotification.pl - does customer notification about # their ticket creation and closure # with mail if necessary # by Alexander Scholler # -- # $Id: TicketNotification.pl,v 1.0 2006/11/22 08:00:00 scholler Exp $ # -- # This program is free software; you can redistribute it and/or modify # it under the terms of the GNU General Public License as published by # the Free Software Foundation; either version 2 of the License, or # (at your option) any later version. # # This program is distributed in the hope that it will be useful, # but WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the # GNU General Public License for more details. # # You should have received a copy of the GNU General Public License # along with this program; if not, write to the Free Software # Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA # -- # To use this script, the following has to be configured: # * Add notification-type to DB: # INSERT INTO notifications (notification_type , notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES # ('Customer::TicketCreation', 'utf-8', 'en', 'Ticket created!', 'Dear .\n\nThanks for your e-mail. We will start working on it as \n asap.\n\nYou wrote:\n\n\nThanks for using the Service-Desk.', '2006-08-23 07:11:55', 2, '2006-08-23 07:11:55', 2), # ('Customer::TicketDone', 'utf-8', 'en', 'Ticket done!', 'Dear .\n\nYour ticket is done!\n\nYou wrote:\n\n\nThanks for using the Service-Desk.\n', '2006-08-23 07:12:05', 2, '2006-08-23 07:12:05', 2), # ('Customer::TicketDone', 'utf-8', 'de', 'Ticket abgeschlossen!', 'Sehr geehrte(r) ,\n\nIhr Ticket wurde abgeschlossen!\n\nSie haben uns geschrieben:\n\n\nDanke dass Sie den Service-Desk genutzt haben!', '2006-08-23 07:09:39', 2, '2006-08-23 07:09:39', 2), # ('Customer::TicketCreation', 'utf-8', 'de', 'Ticket erzeugt!', 'Sehr geehrte(r) , danke für Ihr Mail. Wir bearbeiten diese unter der Nummer\n sobald möglich.\n\nSie haben uns geschrieben:\n\n\nDanke dass Sie den Service-Desk nutzen.', '2006-08-23 07:09:56', 2, '2006-08-23 07:09:56', 2); # * Define a TicketFreeKey/Text-pair, e.g. here #6: # $Self->{'TicketFreeKey6'} = { # 'customernotification' => 'customer notification on ticket' # }; # $Self->{'TicketFreeText6::DefaultSelection'} = 'cd'; # $Self->{'TicketFreeText6'} = { # '' => 'none', # 'd' => 'done', # 'cd' => 'creation/done', # }; # $Self->{'TicketFreeText6::DefaultSelection'} = 'cd'; # * optional: activate TicketFreeKey/Text to be displayed e.g. on # ~/Kernel/Output/HTML/Standard/AgentTicketEmail.dtl # [note: script does not check if notification was sent successfully. # use ../ as lib location use File::Basename; use FindBin qw($RealBin); use lib dirname($RealBin); use lib dirname($RealBin)."/Kernel/cpan-lib"; use File::Basename; use FindBin qw($RealBin); use lib dirname($RealBin); use lib dirname($RealBin)."/Kernel/cpan-lib"; use strict; use vars qw($VERSION %Opts); $VERSION = '$Revision: 0.1 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; use Getopt::Std; use Date::Pcalc qw(Day_of_Week Day_of_Week_Abbreviation); use Kernel::Config; use Kernel::System::Time; use Kernel::System::Log; use Kernel::System::Main; use Kernel::System::DB; use Kernel::System::Ticket; use Kernel::System::User; use Kernel::System::State; # -- # common objects # -- my %CommonObject = (); $CommonObject{ConfigObject} = Kernel::Config->new(); $CommonObject{LogObject} = Kernel::System::Log->new( LogPrefix => 'OTRS-CustomerNotificationJobs', %CommonObject, ); $CommonObject{MainObject} = Kernel::System::Main->new(%CommonObject); $CommonObject{TimeObject} = Kernel::System::Time->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{TicketObject} = Kernel::System::Ticket->new(%CommonObject); $CommonObject{UserObject} = Kernel::System::User->new(%CommonObject); $CommonObject{StateObject} = Kernel::System::State->new(%CommonObject); # -- # check args # -- getopts('hESf:', \%Opts); if ($Opts{'h'} or !($Opts{'E'} or $Opts{'S'}) or !$Opts{'f'}) { print "CustomerNotification.pl - notify customer about their tickets created and done\n"; print "by Alexander Scholler \n"; print "usage: TicketNotification.pl [-h] [-E] [-S] -f {n}\n"; print " with -h print this message\n"; print " -E notify created tickets\n"; print " -S notify done tickets\n"; print " -f {n} n-th freevalue/text-field should be used\n"; print " -E or/and -S must be present to do notification\n"; exit 1; } # get closed states to do notification my @ClosedStateIDs = ( $CommonObject{StateObject}->StateGetStatesByType( StateType => ['closed'], Result => 'ID', ), ); # get removed states which should not be taken into consideration my @RemovedStateIDs = ( $CommonObject{StateObject}->StateGetStatesByType( StateType => ['removed'], Result => 'ID', ), ); # get freekey/text my @freekey = keys(%{$CommonObject{ConfigObject}->Get("TicketFreeKey$Opts{'f'}")}); my @freetext = keys(%{$CommonObject{ConfigObject}->Get("TicketFreeText$Opts{'f'}")}); # first to create-, then done-notification foreach my $notification (qw(E S)) { # shall this notification really be done next unless $Opts{$notification}; print "Now processing \"$notification\"-notification...\n"; my @TicketIDs = (); my $SQL; if ($notification eq 'E') { # search for new tickets with special freetext $SQL = "SELECT st.tn, st.id, st.user_id FROM " . " ticket st, ticket_state tsd " . " WHERE " . " st.ticket_state_id = tsd.id " . " AND " . " st.ticket_state_id NOT IN ( ${\(join ', ', @RemovedStateIDs)} ) AND " . " st.freetext$Opts{'f'} LIKE '\%E%'"; } else { # search for closed-tickets with special freetext $SQL = "SELECT st.tn, st.id, st.user_id FROM " . " ticket st, ticket_state tsd " . " WHERE " . " st.ticket_state_id = tsd.id " . " AND " . " st.ticket_state_id IN ( ${\(join ', ', @ClosedStateIDs)} ) AND " . " st.freetext$Opts{'f'} LIKE '\%S%'";; } # include special freekey $SQL .= " AND st.freekey$Opts{'f'} = '$freekey[0]'"; # freekey must be correct $CommonObject{DBObject}->Prepare(SQL => $SQL); while (my @RowTmp = $CommonObject{DBObject}->FetchrowArray()) { push (@TicketIDs, $RowTmp[1]); } foreach (@TicketIDs) { my %Ticket = $CommonObject{TicketObject}->TicketGet(TicketID => $_); print "Found Ticket $Ticket{TicketNumber}/$Ticket{TicketID}: notification \"$notification\" "; if ($notification eq 'E' and $Ticket{"TicketFreeText$Opts{'f'}"} =~ /E/ or $notification eq 'S' and $Ticket{"TicketFreeText$Opts{'f'}"} =~ /S/) { # -- # send customer notification # -- print "is now to be send\n"; $CommonObject{TicketObject}->SendCustomerNotification( Type => ($notification eq 'E')?'TicketCreation':'TicketDone', CustomerMessageParams => {}, TicketID => $Ticket{TicketID}, UserID => 1, ); } else { print "shall not be send\n"; } # set new ticket-freetext/value $CommonObject{TicketObject}->TicketFreeTextSet( Counter => $Opts{f}, Key => $freekey[0], Value => ($notification eq 'E')?'S':'', TicketID => $Ticket{TicketID}, UserID => 1, ); } } exit (0);