Re: [otrs] Tickets unlock even if there is no new message

17 May 2006

      Dear Alexander

Alexander Scholler schreef:
...
It can be configured => PostmasterFollowUpState
I set it to "new - extended", a new state of type "new" I added to 
OTRS with "System > States"-setup.
I have configured an additional state "new followup" and when a followup 
is received for an existing ticket it gets this state.
...
...
...
* create a generic agent job that searches for all locked tickets 
with that specific state
Search for tickets with new state that are locked. Am I right?
Right.
I have created a GenericAgent job that does just that. When you modify 
it it will give you a list of the tickets affected. That works fine.
...
...
...
Very-very-small instructions for writing such a module:
* make a copy of ~/Kernel/System/GenericAgent/AutoPriorityIncrease.pm
* edit this copy to not increase the priority but to do the unlocks 
if necessary
I have modified the module as you suggested. I have attached the module 
to this message. It unlocks tickets that are locked and in state "new 
followup" for a configurable duration. It takes working time into 
account. This all works fine.

I have only one problem left. I have also copied a piece of code from 
the NotifyAgentGroupofCustomQueue module to send a "followup" 
notification to all agents that are subscribed to the queue the unlocked 
ticket is in.

When I run the generic agent I get the following error message in the 
web-browser window:

Software error:
Can't call method "GetUserData" on an undefined value at
../..//Kernel/System/GenericAgent/UnlockAfterFollowup.pm line 110.

I am not sure what is going wrong here. Can you give me a tip?

Many thanks for your help so far.

Regards,
Jurgen

# --
# Kernel/System/GenericAgent/UnlockAfterFollowup.pm
# --

package Kernel::System::GenericAgent::UnlockAfterFollowup;

use strict;

use vars qw(@ISA $VERSION);
$VERSION = '$Revision: 1.0 $';
$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$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 = @_;
    my $Update = 0;
    my $LatestUpdate = 0;
    my $CountedTime;
    # check needed param
    if (!$Param{New}->{"TimeInterval"}) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message => "Need TimeInterval param for GenericAgent module!",
        );
        return;
    }
    else {
        $Param{New}->{"TimeInterval"} = $Param{New}->{"TimeInterval"} * 60;
    }
    # get ticket data
    my %Ticket = $Self->{TicketObject}->TicketGet(%Param);

    # find latest change date in ticket
    $LatestUpdate = $Ticket{Changed};

    # Convert latest change date into System time format
    $LatestUpdate = $Self->{TimeObject}->TimeStamp2SystemTime(
        String => $LatestUpdate,
    );

    # Calculate the duration since last change in working time only
    $CountedTime = $Self->{TimeObject}->WorkingTime(
    	StartTime => $LatestUpdate,
        StopTime => $Self->{TimeObject}->SystemTime(),
    );

	$Self->{LogObject}->Log(
        	Priority => 'debug',
		Message => "CountedTime = $CountedTime",
        	);

    # If duration exceeds maximum lock duration then ticket must be unlocked
    if ($CountedTime > $Param{New}->{"TimeInterval"}) {
        $Update = 1;
    }

    # check if ticket needs to be unlocked
    if (!$Update) {

        # do nothing
        if ($Self->{Debug}) {
            $Self->{LogObject}->Log(
                Priority => 'debug',
                Message => "Nothing to do on (Ticket=$Ticket{TicketNumber}/TicketID=$Ticket{TicketID})!",
            );
        }
        return 1;
    }
    else {
        # unlock ticket
        $Self->{TicketObject}->LockSet(
		Lock => 'Unlock',
		TicketID => "$Ticket{TicketID}",
		UserID => "$Ticket{UserID}",
        );

        # log message
            $Self->{LogObject}->Log(
                Priority => 'notice',
                Message => "Ticket=$Ticket{TicketNumber}/TicketID=$Ticket{TicketID} unlocked due to agent inactivity!",
        );

	# get agentss who are sucscribed the ticket queue to the custom queues
        my @UserIDs = $Self->{TicketObject}->GetSubscribedUserIDsByQueueID(
        	QueueID => $Ticket{QueueID},
		);

	# send each agent the unlock notification
	foreach (@UserIDs) {

		$Self->{LogObject}->Log(
                	Priority => 'notice',
                	Message => "UserID = $_",
        		);

		my %User = $Self->{UserObject}->GetUserData(UserID => $_);

	        # send agent notification
	        $Self->{TicketObject}->SendAgentNotification(
	        	Type => 'FollowUp',
			UserData => \%User,
			CustomerMessageParams => \%Param,
			TicketID => $Ticket{TicketID},
			UserID => 1,
        	);

    	};
    	return 1;
	}
}
# --
1;

Re: [otrs] Tickets unlock even if there is no new message

Jurgen de Wijs