[otrs] Migrating services to v2.2

5 Sep 2007

      Hi,

I want to migrate to v2.2.

Previously, the affected IT-service was stored in
* TicketFreeKey10=Service
* TicketFreeText10= e.g. Mail or FS or ...

Now I want to move these Services from TicketFreeText10 to the new 
Service-propery of v2.2

Therefore, I generated...

(((a))) a new generic-agent-file&job

package Kernel::Config::GenericAgentServiceInit;

use strict;
use vars qw($VERSION @ISA @EXPORT %Jobs);
require Exporter;
@ISA = qw(Exporter);
@EXPORT = qw(%Jobs);

$VERSION = '$Revision: 1.9 $';
$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/;

# -----------------------------------------------------------------------
# config options
# -----------------------------------------------------------------------
%Jobs = (
   # --
   # [name of job] -> send escalation notifications
   # --
##_
   'ServiceInit' => {
          TicketNumber => '2007*', # only tickets generated in 2007
          TicketFreeKey10 => '*Service*',
       # new ticket properties
       New => {
           Module => 'Kernel::System::GenericAgent::ServiceInit',
       },
   },
);
# -----------------------------------------------------------------------
# end of config options
# -----------------------------------------------------------------------
1;

(((b))) a new generic-agent-module

package Kernel::System::GenericAgent::ServiceInit;

use strict;

use vars qw(@ISA $VERSION);
$VERSION = '$Revision: 1.2 $';
$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$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 TimeObject)) {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    # 0=off; 1=on;
    $Self->{Debug} = $Param{Debug} || 0;

    return $Self;
}
# --
sub Run {
    my $Self = shift;
    my %Param = @_;

    # get ticket data
    my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => 
$Param{"TicketID"}, UserID => 1);

    return 1 if ($Ticket{"TicketFreeKey10"} !~ 'Service');

    my $t = $Ticket{"TicketFreeText10"};
    my $s;

    $s = 'Mail' if ($t =~ 'Mail');
    $s = 'FS' if ($t eq 'FS');
    $s = 'PC' if ($t eq 'PC');
    # ...

    $Self->{TicketObject}->TicketServiceSet(
        Service => $s,
        TicketID => $Ticket{"TicketID"},
        #CustomerUserID => $Ticket{"CustomerUserID"},
        UserID => 1,
    ) if ($s);

    return 1;
}
# --
1;

=======

If I execute bin/GenericAgent.pl -c Kernel::Config::GenericAgentServiceInit
I get (here I parsed only the output for 1 ticket)

  - Use module (Kernel::System::GenericAgent::ServiceInit) for Ticket 
(200610208
6000085/2310).
ERROR: OTRS-GenericAgent-80 Perl: 5.8.6 OS: linux Time: Wed Sep  5 
15:07:16 2007

 Message: Need ServiceID or Name!

 Traceback (17914):
   Module: Kernel::System::Service::ServiceLookup (v1.16) Line: 240
   Module: Kernel::System::Ticket::TicketServiceSet (v1.269) Line: 1649
   Module: Kernel::System::GenericAgent::ServiceInit::Run (v1.2) Line: 57
   Module: Kernel::System::GenericAgent::_JobRunTicket (v1.29 ) Line: 636
   Module: Kernel::System::GenericAgent::JobRun (v1.29 ) Line: 383
   Module: /opt/otrst/bin/GenericAgent.pl (v1.41) Line: 199

ERROR: OTRS-GenericAgent-80 Perl: 5.8.6 OS: linux Time: Wed Sep  5 
15:07:16 2007

 Message: Need ServiceID!

 Traceback (17914):
   Module: Kernel::System::Ticket::TicketServiceSet (v1.269) Line: 1655
   Module: Kernel::System::GenericAgent::ServiceInit::Run (v1.2) Line: 57
   Module: Kernel::System::GenericAgent::_JobRunTicket (v1.29 ) Line: 636
   Module: Kernel::System::GenericAgent::JobRun (v1.29 ) Line: 383
   Module: /opt/otrst/bin/GenericAgent.pl (v1.41) Line: 199

Why?
If I use ServiceID instead of Service, CustomerUserID is displayed to be 
missing. If I also add this, HistroyTypeID is missing, ...
Why?

Bye, Alex

[otrs] Migrating services to v2.2

Alexander Scholler