Re: [otrs] How to get the value of a dynamic field in an event module

Hi Bernard, Typically you dump the contents of data structures with a module like Data::Dumper. So if you'd take the file bin/otrs.GetTicketThread.pl which is on your OTRS system, this utility prints out a ticket to the screen. If you would open this file in a text editor, set DynamicFields to '1' and then add, at the end of the file, these two lines: use Data::Dumper; print Dumper (\%Ticket); and then run bin/otrs.GetTicketThread.pl [TicketID] on the command line, it will present the contents of the TicketGet() call. I created a dynamic field on a ticket called 'MyTicketField' and you see it returned, in my case even on the very top of the hash: ===================================================================== TicketNumber: 2012061610000043 TicketID: 984 Created: 2012-06-16 20:37:27 Queue: Postmaster State: open Priority: 3 normal Lock: unlock --------------------------------------------------------------------- ArticleID: 6427 From: OTRS System To: my.customer@otrs.com, Subject: [Ticket#2012061610000043] Test ticket subject Created: 2012-06-16 20:37:27 SenderType: agent Body: Test ticket body Your Ticket-Team Michiel Beijen -- Super Support - Waterford Business Park 5201 Blue Lagoon Drive - 8th Floor & 9th Floor - Miami, 33126 USA Email: hot@example.com - Web: [1]http://www.example.com/ -- [1] http://www.example.com/ --------------------------------------------------------------------- $VAR1 = { 'DynamicField_MyTicketField' => 'My Dynamic Field Contents', 'Age' => 165, 'PriorityID' => 3, 'ServiceID' => '', 'DynamicField_TicketFreeText3' => undef, 'Type' => 'default', 'Responsible' => 'root@localhost', 'StateID' => 4, 'ResponsibleID' => 1, 'DynamicField_TicketFreeText1' => undef, 'ChangeBy' => 2, 'EscalationTime' => 0, 'DynamicField_TicketFreeTime6' => undef, 'OwnerID' => 2, 'Changed' => '2012-06-16 20:37:27', 'RealTillTimeNotUsed' => 0, 'GroupID' => 1, 'Owner' => 'michiel', 'CustomerID' => undef, 'DynamicField_TicketFreeKey3' => undef, 'TypeID' => 1, 'Created' => '2012-06-16 20:37:27', 'Priority' => '3 normal', 'UntilTime' => 0, 'EscalationUpdateTime' => 0, 'DynamicField_TicketFreeTime1' => undef, 'QueueID' => 1, 'Queue' => 'Postmaster', 'State' => 'open', 'Title' => 'Test ticket subject', 'CreateBy' => 2, 'TicketID' => 984, 'StateType' => 'open', 'DynamicField_TicketFreeText2' => undef, 'UnlockTimeout' => 1339871847, 'EscalationResponseTime' => 0, 'EscalationSolutionTime' => 0, 'DynamicField_TicketFreeKey1' => undef, 'LockID' => 1, 'TicketNumber' => '2012061610000043', 'ArchiveFlag' => 'n', 'CreateTimeUnix' => 1339871847, 'Lock' => 'unlock', 'SLAID' => '', 'CustomerUserID' => undef }; Hope this helps! -- Mike On Fri, Jun 15, 2012 at 6:23 PM, Bernard Chambon < bernard.chambon@cc.in2p3.fr> wrote:

Hi,

Le 15 juin 2012 à 15:58, Martin Gruner a écrit :

Hi Bernard,

just use TicketGet(...., DynamicFields => 1); and you will get all fields on the result hash.

Regards, mg

In fact I have made a call with DynamicFields => 1 but the problem is that I get the name of the field *but not the value*

small piece of code :

* my %Ticket = $Self->{TicketObject}->TicketGet(* * TicketID => $Param{TicketID},* * UserID => 1,* * DynamicFields => 1, # To get DynamicFields in Ticket map* * );* * return 1 if !%Ticket;* * * * while( my ($k,$v) = each(%Ticket) ) {* * $Self->{LogObject}->Log( Priority => 'info', Message => "key=$k value=$v" );* * }* * $Self->{LogObject}->Log( Priority => 'info', Message => "End of my own module" );* * * gives :

*[Fri Jun 15 17:48:19 2012][Info][Kernel::System::Ticket::Event::EventModuleIsCompanyTicket::Run] key=CreateTimeUnix value=1339775299* *[Fri Jun 15 17:48:19 2012][Info][Kernel::System::Ticket::Event::EventModuleIsCompanyTicket::Run] key=SLAID value=* *[Fri Jun 15 17:48:19 2012][Info][Kernel::System::Ticket::Event::EventModuleIsCompanyTicket::Run] key=CustomerUserID value=bchambonascustomer* *[Fri Jun 15 17:48:19 2012][Info][Kernel::System::Ticket::Event::EventModuleIsCompanyTicket::Run] key=DynamicField_IsCompanyTicket value=* *[Fri Jun 15 17:48:19 2012][Info][Kernel::System::Ticket::Event::EventModuleIsCompanyTicket::Run] End of my own module*

I also have other problem with events I can fire an event with 'TicketCreate' (as in my previous example) but I CAN'T fire anything when moving Ticket between queue. I have tried several EventName (see below), without result

* <ConfigItem Name="Ticket::EventModulePost###EventModuleIsCompanyTicket" Required="0" Valid="1">* * <Description Translatable="1">To set a ticket as private ...</Description>* * <Group>Ticket</Group>* * <SubGroup>Core::Ticket</SubGroup>* * <Setting>* * <Hash>* * <Item Key="Module">Kernel::System::Ticket::Event::EventModuleIsCompanyTicket</Item> * * <!-- Event fired with TicketCreate, but can't get Value from DynamicField --> * * <!-- <Item Key="Event">TicketCreate</Item> -->* * * * <!-- Can't fire an event on TicketQueueUpdate , an Event Name problem or something else ? --> * * <Item Key="Event">TicketQueueUpdate|TicketMoveTicket|MoveTicket</Item> * * <Item Key="new">open</Item>* * </Hash>* * </Setting>* * </ConfigItem>*

however , with notification (sending email for ex) '*TicketQueueUpdate' seems to work* * * hoping better for next week... Best regards

--------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

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