############ TicketSearch ############ **** NAME **** Kernel::System::Ticket::TicketSearch - ticket search lib *********** DESCRIPTION *********** All ticket search functions. TicketSearch() ============== To find tickets in your system. .. code-block:: perl my @TicketIDs = $TicketObject->TicketSearch( # result (optional, default is 'HASH') Result => 'ARRAY' || 'HASH' || 'COUNT', # limit the number of found tickets (optional, default is 10000) Limit => 100, # Use TicketSearch as a ticket filter on a single ticket, # or a predefined ticket list TicketID => 1234, TicketID => [1234, 1235], # ticket number (optional) as STRING or as ARRAYREF # The value will be treated as a SQL query expression. TicketNumber => '%123546%', TicketNumber => ['%123546%', '%123666%'], # ticket title (optional) as STRING or as ARRAYREF # The value will be treated as a SQL query expression. # When ConditionInline is set then remaining whitespace will be treated as a && condition and # and the settings of ContentSearchPrefix and ContentSearchSuffix will be honored. 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 # The value will be treated as a SQL query expression. 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 # The value will be treated as a SQL query expression. CustomerUserLogin => 'uid123', CustomerUserLogin => ['uid123', 'uid777'], # CustomerUserLoginRaw (optional) as STRING as ARRAYREF # CustomerUserLogin without QueryCondition checking. # The param CustomerUserLogin will be ignored when CustomerUserLoginRaw is set. # The raw values will be quoted and combined with 'OR' for the query. CustomerUserLoginRaw => 'uid', CustomerUserLoginRaw => 'uid + 123', CustomerUserLoginRaw => ['uid - 123', 'uid # 777 + 321'], # 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', }, # User ID for searching tickets by ticket flags (optional, defaults to UserID) TicketFlagUserID => 1, # search for ticket flags TicketFlag => { Seen => 1, }, # search for ticket flag that is absent, or a different value than the # one given: NotTicketFlag => { Seen => 1, }, # User ID for searching tickets by article flags (optional, defaults to UserID) ArticleFlagUserID => 1, # search for tickets by the presence of flags on articles ArticleFlag => { Important => 1, }, # 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, defaults to off) FullTextIndex => 1, # article content search (AND or OR for From, To, Cc, Subject and Body) (optional, defaults to 'AND') ContentSearch => 'AND', # article content search prefix (for From, To, Cc, Subject and Body) (optional, defaults to '*') # For Title the default is the empty string. ContentSearchPrefix => '*', # article content search suffix (for From, To, Cc, Subject and Body) (optional, defaults to '*') # For Title the default is the empty string. ContentSearchSuffix => '*', # content conditions for From, To, Cc, Subject, Body, # and Title (all optional) # For Title it also activates ContentSearchPrefix and ContentSearchSuffix, 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, # 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 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', # 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 last close time more than 60 minutes ago (optional) TicketLastCloseTimeOlderMinutes => 60, # tickets with last close time less than 120 minutes ago (optional) TicketLastCloseTimeNewerMinutes => 120, # tickets with last close time after ... (ticket last close newer than this date) (optional) TicketLastCloseTimeNewerDate => '2006-01-09 00:00:01', # tickets with last close time before ... (ticket last close older than this date) (optional) TicketLastCloseTimeOlderDate => '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) # if archiving is on, if not specified the search processes unarchived only # 'y' searches archived tickets, 'n' searches unarchived tickets # if specified together all tickets are searched ArchiveFlags => ['y', 'n'], # OrderBy (optional, default is 'Down') OrderBy => 'Down', # Down|Up # SortBy (optional, default is 'Age') SortBy => 'Age', # Created|Owner|Responsible|CustomerID|State|TicketNumber|Queue|Priority|Age|Type|Lock # Changed|Title|Service|SLA|PendingTime|EscalationTime # EscalationUpdateTime|EscalationResponseTime|EscalationSolutionTime # DynamicField_FieldNameX # OrderBy and SortBy as ARRAY for sub sorting (optional) OrderBy => ['Down', 'Up'], SortBy => ['Priority', 'Age'], # user search (UserID is required) UserID => 123, Permission => 'ro' || 'rw', # optional, default is 'ro' # customer search (CustomerUserID is required) CustomerUserID => 123, Permission => 'ro' || 'rw', # optional, default is 'ro' # CacheTTL, cache search result in seconds (optional, the default is four minutes) CacheTTL => 60 * 15, ); Returns: Result: 'ARRAY' .. code-block:: perl @TicketIDs = ( 1, 2, 3 ); Result: 'HASH' .. code-block:: perl %TicketIDs = ( 1 => '2010102700001', 2 => '2010102700002', 3 => '2010102700003', ); Result: 'COUNT' .. code-block:: perl $TicketIDs = 123; TicketCountByAttribute() ======================== Returns count of tickets per value for a specific attribute. .. code-block:: perl my $TicketCount = $TicketObject->TicketCountByAttribute( Attribute => 'ServiceID', TicketIDs => [ 1, 2, 3 ], ); Returns: .. code-block:: perl $TicketCount = { Attribute_Value_1 => 1, Attribute_Value_2 => 3, # ... }; ***************** PRIVATE INTERFACE ***************** _TicketHistoryReferenceForSearchArgument ======================================== Returns the ticket history reference to the given search argument. .. code-block:: perl my $Self->_TicketHistoryReferenceForSearchArgument( Argument => '...' # argument name ); Result \ ``undef``\ - in case the argument is not mapped string - the ticket history reference name