############ TicketSearch ############ **** NAME **** Kernel::GenericInterface::Operation::Ticket::TicketSearch - GenericInterface Ticket Search Operation backend **************** PUBLIC INTERFACE **************** new() ===== usually, you want to create an instance of this by using Kernel::GenericInterface::Operation->new(); Run() ===== perform TicketSearch Operation. This will return a Ticket ID list. .. code-block:: perl my $Result = $OperationObject->Run( # ticket number (optional) as STRING or as ARRAYREF TicketNumber => '%123546%', TicketNumber => ['%123546%', '%123666%'], # ticket title (optional) as STRING or as ARRAYREF Title => '%SomeText%', Title => ['%SomeTest1%', '%SomeTest2%'], Queues => ['system queue', 'other queue'], QueueIDs => [1, 42, 512], # use also sub queues of Queue|Queues in search UseSubQueues => 0, # You can use types like normal, ... Types => ['normal', 'change', 'incident'], TypeIDs => [3, 4], # You can use states like new, open, pending reminder, ... States => ['new', 'open'], StateIDs => [3, 4], # (Open|Closed) tickets for all closed or open tickets. StateType => 'Open', # You also can use real state types like new, open, closed, # pending reminder, pending auto, removed and merged. StateType => ['open', 'new'], StateTypeIDs => [1, 2, 3], Priorities => ['1 very low', '2 low', '3 normal'], PriorityIDs => [1, 2, 3], Services => ['Service A', 'Service B'], ServiceIDs => [1, 2, 3], SLAs => ['SLA A', 'SLA B'], SLAIDs => [1, 2, 3], Locks => ['unlock'], LockIDs => [1, 2, 3], OwnerIDs => [1, 12, 455, 32] ResponsibleIDs => [1, 12, 455, 32] WatchUserIDs => [1, 12, 455, 32] # CustomerID (optional) as STRING or as ARRAYREF CustomerID => '123', CustomerID => ['123', 'ABC'], # CustomerIDRaw (optional) as STRING or as ARRAYREF # CustomerID without QueryCondition checking. # The param CustomerID will be ignored when CustomerIDRaw is set. # The raw values will be quoted and combined with 'OR' for the query. CustomerIDRaw => '123 + 345', CustomerIDRaw => ['123', 'ABC','123 && 456','ABC % efg'], # CustomerUserLogin (optional) as STRING as ARRAYREF CustomerUserLogin => 'uid123', CustomerUserLogin => ['uid123', 'uid777'], # create ticket properties (optional) CreatedUserIDs => [1, 12, 455, 32] CreatedTypes => ['normal', 'change', 'incident'], CreatedTypeIDs => [1, 2, 3], CreatedPriorities => ['1 very low', '2 low', '3 normal'], CreatedPriorityIDs => [1, 2, 3], CreatedStates => ['new', 'open'], CreatedStateIDs => [3, 4], CreatedQueues => ['system queue', 'other queue'], CreatedQueueIDs => [1, 42, 512], # DynamicFields # At least one operator must be specified. Operators will be connected with AND, # values in an operator with OR. # You can also pass more than one argument to an operator: ['value1', 'value2'] DynamicField_FieldNameX => { Empty => 1, # will return dynamic fields without a value # set to 0 to search fields with a value present. Equals => 123, Like => 'value*', # "equals" operator with wildcard support GreaterThan => '2001-01-01 01:01:01', GreaterThanEquals => '2001-01-01 01:01:01', SmallerThan => '2002-02-02 02:02:02', SmallerThanEquals => '2002-02-02 02:02:02', }, # article stuff (optional) MIMEBase_From => '%spam@example.com%', MIMEBase_To => '%service@example.com%', MIMEBase_Cc => '%client@example.com%', MIMEBase_Subject => '%VIRUS 32%', MIMEBase_Body => '%VIRUS 32%', # attachment stuff (optional, applies only for ArticleStorageDB) AttachmentName => '%anyfile.txt%', # use full article text index if configured (optional, default off) FullTextIndex => 1, # article content search (AND or OR for From, To, Cc, Subject and Body) (optional) ContentSearch => 'AND', # content conditions for From,To,Cc,Subject,Body # Title,CustomerID and CustomerUserLogin (all optional) ConditionInline => 1, # articles created more than 60 minutes ago (article older than 60 minutes) (optional) ArticleCreateTimeOlderMinutes => 60, # articles created less than 120 minutes ago (article newer than 60 minutes) (optional) ArticleCreateTimeNewerMinutes => 120, # articles with create time after ... (article newer than this date) (optional) ArticleCreateTimeNewerDate => '2006-01-09 00:00:01', # articles with created time before ... (article older than this date) (optional) ArticleCreateTimeOlderDate => '2006-01-19 23:59:59', # tickets created more than 60 minutes ago (ticket older than 60 minutes) (optional) TicketCreateTimeOlderMinutes => 60, # tickets created less than 120 minutes ago (ticket newer than 120 minutes) (optional) TicketCreateTimeNewerMinutes => 120, # tickets with create time after ... (ticket newer than this date) (optional) TicketCreateTimeNewerDate => '2006-01-09 00:00:01', # tickets with created time before ... (ticket older than this date) (optional) TicketCreateTimeOlderDate => '2006-01-19 23:59:59', # ticket history entries that created more than 60 minutes ago (optional) TicketChangeTimeOlderMinutes => 60, # ticket history entries that created less than 120 minutes ago (optional) TicketChangeTimeNewerMinutes => 120, # tickets changed more than 60 minutes ago (optional) TicketLastChangeTimeOlderMinutes => 60, # tickets changed less than 120 minutes ago (optional) TicketLastChangeTimeNewerMinutes => 120, # tickets with changed time after ... (ticket changed newer than this date) (optional) TicketLastChangeTimeNewerDate => '2006-01-09 00:00:01', # tickets with changed time before ... (ticket changed older than this date) (optional) TicketLastChangeTimeOlderDate => '2006-01-19 23:59:59', # ticket history entry create time after ... (ticket history entries newer than this date) (optional) TicketChangeTimeNewerDate => '2006-01-09 00:00:01', # ticket history entry create time before ... (ticket history entries older than this date) (optional) TicketChangeTimeOlderDate => '2006-01-19 23:59:59', # tickets closed more than 60 minutes ago (optional) TicketCloseTimeOlderMinutes => 60, # tickets closed less than 120 minutes ago (optional) TicketCloseTimeNewerMinutes => 120, # tickets with closed time after ... (ticket closed newer than this date) (optional) TicketCloseTimeNewerDate => '2006-01-09 00:00:01', # tickets with closed time before ... (ticket closed older than this date) (optional) TicketCloseTimeOlderDate => '2006-01-19 23:59:59', # tickets with pending time of more than 60 minutes ago (optional) TicketPendingTimeOlderMinutes => 60, # tickets with pending time of less than 120 minutes ago (optional) TicketPendingTimeNewerMinutes => 120, # tickets with pending time after ... (optional) TicketPendingTimeNewerDate => '2006-01-09 00:00:01', # tickets with pending time before ... (optional) TicketPendingTimeOlderDate => '2006-01-19 23:59:59', # you can use all following escalation options with this four different ways of escalations # TicketEscalationTime... # TicketEscalationUpdateTime... # TicketEscalationResponseTime... # TicketEscalationSolutionTime... # ticket escalation time of more than 60 minutes ago (optional) TicketEscalationTimeOlderMinutes => -60, # ticket escalation time of less than 120 minutes ago (optional) TicketEscalationTimeNewerMinutes => -120, # tickets with escalation time after ... (optional) TicketEscalationTimeNewerDate => '2006-01-09 00:00:01', # tickets with escalation time before ... (optional) TicketEscalationTimeOlderDate => '2006-01-09 23:59:59', # search in archive (optional, default is not to search in archived tickets) SearchInArchive => 'AllTickets', # 'AllTickets' (normal and archived) or 'ArchivedTickets' (only archived) # OrderBy and SortBy (optional) OrderBy => 'Down', # Down|Up SortBy => 'Age', # Owner|Responsible|CustomerID|State|TicketNumber|Queue|Priority|Age|Type|Lock # Changed|Title|Service|SLA|PendingTime|EscalationTime # EscalationUpdateTime|EscalationResponseTime|EscalationSolutionTime # DynamicField_FieldNameX # TicketFreeTime1-6|TicketFreeKey1-16|TicketFreeText1-16 # OrderBy and SortBy as ARRAY for sub sorting (optional) OrderBy => ['Down', 'Up'], SortBy => ['Priority', 'Age'], }, ); $Result = { Success => 1, # 0 or 1 ErrorMessage => '', # In case of an error Data => { TicketID => [ 1, 2, 3, 4 ], }, }; _GetParams() ============ get search parameters. .. code-block:: perl my %GetParam = _GetParams( %Params, # all ticket parameters ); returns: %GetParam = { AllowedParams => 'WithContent', # return not empty parameters for search } _GetDynamicFields() =================== get search parameters. .. code-block:: perl my %DynamicFieldSearchParameters = _GetDynamicFields( %Params, # all ticket parameters ); returns: %DynamicFieldSearchParameters = { 'AllAllowedDF' => 'WithData', # return not empty parameters for search } _CreateTimeSettings() ===================== get search parameters. .. code-block:: perl my %GetParam = _CreateTimeSettings( %Params, # all ticket parameters ); returns: %GetParam = { AllowedTimeSettings => 'WithData', # return not empty parameters for search }