[otrs] Problem with Custom TicketCreate Event Module

11 Aug 2008

      Hi folks,

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! 

########################################################################
#################

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;

}

1;

########################################################################
##############################################

Daniel Shue

Networking Engineer

Randolph County IT Department

725 McDowell Rd

Asheboro, NC  27203

Phone:  (336) 318-6399

Fax:  (336) 636-7699

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[otrs] Problem with Custom TicketCreate Event Module

Shue, Daniel G.