############ TicketUpdate ############ **** NAME **** Kernel::GenericInterface::Operation::Ticket::TicketUpdate - GenericInterface Ticket TicketUpdate Operation backend **************** PUBLIC INTERFACE **************** new() ===== usually, you want to create an instance of this by using Kernel::GenericInterface::Operation->new(); Run() ===== perform TicketUpdate Operation. This will return the updated TicketID and if applicable the created ArticleID. .. code-block:: perl my $Result = $OperationObject->Run( Data => { UserLogin => 'some agent login', # UserLogin or CustomerUserLogin or SessionID is # required CustomerUserLogin => 'some customer login', SessionID => 123, Password => 'some password', # if UserLogin or customerUserLogin is sent then # Password is required TicketID => 123, # TicketID or TicketNumber is required TicketNumber => '2004040510440485', Ticket { # optional Title => 'some ticket title', QueueID => 123, # Optional Queue => 'some queue name', # Optional LockID => 123, # optional Lock => 'some lock name', # optional TypeID => 123, # optional Type => 'some type name', # optional ServiceID => 123, # optional Service => 'some service name', # optional SLAID => 123, # optional SLA => 'some SLA name', # optional StateID => 123, # optional State => 'some state name', # optional PriorityID => 123, # optional Priority => 'some priority name', # optional OwnerID => 123, # optional Owner => 'some user login', # optional ResponsibleID => 123, # optional Responsible => 'some user login', # optional CustomerUser => 'some customer user login', PendingTime { # optional Year => 2011, Month => 12, Day => 03, Hour => 23, Minute => 05, }, # or # PendingTime { # Diff => 10080, # Pending time in minutes #}, }, Article => { # optional CommunicationChannel => 'Email', # optional CommunicationChannelID => 1, # optional IsVisibleForCustomer => 1, # optional SenderTypeID => 123, # optional SenderType => 'some sender type name', # optional AutoResponseType => 'some auto response type', # optional ArticleSend => 1, # optional From => 'some from string', # optional To => 'some to address', # optional, required if ArticleSend => 1 Cc => 'some Cc address', # optional Bcc => 'some Bcc address', # optional Subject => 'some subject', Body => 'some body', ContentType => 'some content type', # ContentType or MimeType and Charset is required MimeType => 'some mime type', Charset => 'some charset', HistoryType => 'some history type', # optional HistoryComment => 'Some history comment', # optional TimeUnit => 123, # optional NoAgentNotify => 1, # optional ForceNotificationToUserID => [1, 2, 3] # optional ExcludeNotificationToUserID => [1, 2, 3] # optional ExcludeMuteNotificationToUserID => [1, 2, 3] # optional AppendSignatureToBody => 1, # optional, defaults to 1 Attachment => [ { Content => 'content' # base64 encoded ContentType => 'some content type' Filename => 'some fine name' }, # ... ], # or: Attachment => { Content => 'content' # base64 encoded ContentType => 'some content type' Filename => 'some fine name' }, # Signing and encryption, only used when ArticleSend is set to 1 Sign => { Type => 'PGP', SubType => 'Inline|Detached', Key => '81877F5E', Type => 'SMIME', Key => '3b630c80', }, Crypt => { Type => 'PGP', SubType => 'Inline|Detached', Key => '81877F5E', Type => 'SMIME', Key => '3b630c80', }, }, DynamicField => [ # optional { Name => 'some name', Value => $Value, # value type depends on the dynamic field }, # ... ], # or # DynamicField { # Name => 'some name', # Value => $Value, #}, Attachment => [ { Content => 'content', # base64 encoded ContentType => 'some content type', Filename => 'some fine name' }, # ... ], #or #Attachment => { # Content => 'content', # ContentType => 'some content type', # Filename => 'some fine name' #}, }, ); $Result = { Success => 1, # 0 or 1 ErrorMessage => '', # in case of error Data => { # result data payload after Operation TicketID => 123, # Ticket ID in Znuny ArticleID => 43, # Article ID in Znuny Error => { # should not return errors ErrorCode => 'TicketUpdate.ErrorCode', ErrorMessage => 'Error Description' }, # If IncludeTicketData is enabled Ticket => [ { TicketNumber => '20101027000001', Title => 'some title', TicketID => 123, State => 'some state', StateID => 123, StateType => 'some state type', Priority => 'some priority', PriorityID => 123, Lock => 'lock', LockID => 123, Queue => 'some queue', QueueID => 123, CustomerID => 'customer_id_123', CustomerUserID => 'customer_user_id_123', Owner => 'some_owner_login', OwnerID => 123, Type => 'some ticket type', TypeID => 123, SLA => 'some sla', SLAID => 123, Service => 'some service', ServiceID => 123, Responsible => 'some_responsible_login', ResponsibleID => 123, Age => 3456, Created => '2010-10-27 20:15:00', CreateBy => 123, Changed => '2010-10-27 20:15:15', ChangeBy => 123, ArchiveFlag => 'y', DynamicField => [ { Name => 'some name', Value => 'some value', }, ], # (time stamps of expected escalations) EscalationResponseTime (unix time stamp of response time escalation) EscalationUpdateTime (unix time stamp of update time escalation) EscalationSolutionTime (unix time stamp of solution time escalation) # (general escalation info of nearest escalation type) EscalationDestinationIn (escalation in e. g. 1h 4m) EscalationDestinationTime (date of escalation in unix time, e. g. 72193292) EscalationDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00") EscalationTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800") EscalationTime (seconds total till escalation of nearest escalation time type - response, update or solution time, e. g. "3600") # (detailed escalation info about first response, update and solution time) FirstResponseTimeEscalation (if true, ticket is escalated) FirstResponseTimeNotification (if true, notify - x% of escalation has reached) FirstResponseTimeDestinationTime (date of escalation in unix time, e. g. 72193292) FirstResponseTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00") FirstResponseTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800") FirstResponseTime (seconds total till escalation, e. g. "3600") UpdateTimeEscalation (if true, ticket is escalated) UpdateTimeNotification (if true, notify - x% of escalation has reached) UpdateTimeDestinationTime (date of escalation in unix time, e. g. 72193292) UpdateTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00") UpdateTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800") UpdateTime (seconds total till escalation, e. g. "3600") SolutionTimeEscalation (if true, ticket is escalated) SolutionTimeNotification (if true, notify - x% of escalation has reached) SolutionTimeDestinationTime (date of escalation in unix time, e. g. 72193292) SolutionTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00") SolutionTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800") SolutionTime (seconds total till escalation, e. g. "3600") Article => [ { ArticleID From To Cc Subject Body ReplyTo MessageID InReplyTo References SenderType SenderTypeID CommunicationChannelID IsVisibleForCustomer ContentType Charset MimeType IncomingTime DynamicField => [ { Name => 'some name', Value => 'some value', }, ], Attachment => [ { Content => "xxxx", # actual attachment contents, base64 enconded ContentAlternative => "", ContentID => "", ContentType => "application/pdf", Filename => "StdAttachment-Test1.pdf", Filesize => "4.6 KBytes", FilesizeRaw => 4722, }, ], }, ], }, ], }, }; _CheckTicket() ============== checks if the given ticket parameters are valid. .. code-block:: perl my $TicketCheck = $OperationObject->_CheckTicket( Ticket => $Ticket, # all ticket parameters ); returns: $TicketCheck = { Success => 1, # if everything is OK } $TicketCheck = { ErrorCode => 'Function.Error', # if error ErrorMessage => 'Error description', } _CheckArticle() =============== checks if the given article parameter is valid. .. code-block:: perl my $ArticleCheck = $OperationObject->_CheckArticle( Article => $Article, # all article parameters ); returns: $ArticleCheck = { Success => 1, # if everything is OK } $ArticleCheck = { ErrorCode => 'Function.Error', # if error ErrorMessage => 'Error description', } MakeArrayRef ============ Returns its argument unmodified if it is a listref, otherwise returns a reference to a new single-element list containing the argument. Simple functionn, not a method! _ValidateDynamicFields() ======================== Validate a list of dynamic field specs. Also removes leading and trailing spaces from DF values. Set C<$IsArticle> to 1 to validate an Article dynamic field. .. code-block:: perl $Check = $OperationObject->_ValidateDynamicFields($DynamicField); $Check = $OperationObject->_ValidateDynamicFields($DynamicField, 1); Returns undef on success, a hash with an error message otherwise. _CheckDynamicField() ==================== Checks if the given dynamic field parameter is valid. Set C<$IsArticle> to 1 to validate an Article dynamic field. .. code-block:: perl my $DynamicFieldCheck = $OperationObject->_CheckDynamicField($DynamicField); Returns undef on success, a hash with an error message otherwise. _CheckAttachment() ================== checks if the given attachment parameter is valid. .. code-block:: perl my $AttachmentCheck = $OperationObject->_CheckAttachment( Attachment => $Attachment, # all attachment parameters ); returns: $AttachmentCheck = { Success => 1, # if everything is OK } $AttachmentCheck = { ErrorCode => 'Function.Error', # if error ErrorMessage => 'Error description', } _CheckUpdatePermissions() ========================= check if user has permissions to update ticket attributes. .. code-block:: perl my $Response = $OperationObject->_CheckUpdatePermissions( TicketID => 123, Ticket => $Ticket, # all ticket parameters Article => $Ticket, # all attachment parameters DynamicField => $Ticket, # all dynamic field parameters Attachment => $Ticket, # all attachment parameters UserID => 123, ); returns: $Response = { Success => 1, # if everything is OK } $Response = { Success => 0, ErrorCode => "function.error", # if error ErrorMessage => "Error description" } _TicketUpdate() =============== updates a ticket and creates an article and sets dynamic fields and attachments if specified. .. code-block:: perl my $Response = $OperationObject->_TicketUpdate( TicketID => 123, Ticket => $Ticket, # all ticket parameters Articles => @Articles, # all article parameters, optionally with dynamic fields DynamicField => $DynamicField, # all ticket dynamic field parameters Attachment => $Attachment, # all attachment parameters UserID => 123, PermissionUserID => 201, # User for which permissions will be checked UserType => 'Agent' # || 'Customer ); returns: $Response = { Success => 1, # if everything is OK Data => { TicketID => 123, TicketNumber => 'TN3422332', ArticleID => 123, # if new article was created, or ArticleIDs => [ 123, 456 ], # if multiple articles were created } } $Response = { Success => 0, # if unexpected error ErrorMessage => "$Param{ErrorCode}: $Param{ErrorMessage}", }