TicketCreate#
NAME#
Kernel::GenericInterface::Operation::Ticket::TicketCreate - GenericInterface Ticket TicketCreate Operation backend
PUBLIC INTERFACE#
new()#
usually, you want to create an instance of this by using Kernel::GenericInterface::Operation->new();
Run()#
perform TicketCreate Operation. This will return the created ticket number.
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
Ticket => {
Title => 'some ticket title',
QueueID => 123, # QueueID or Queue is required
Queue => 'some queue name',
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, # StateID or State is required
State => 'some state name',
PriorityID => 123, # PriorityID or Priority is required
Priority => 'some priority name',
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 => {
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
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',
},
},
# or array of articles:
Article => [
{
CommunicationChannel => 'Email', # optional
CommunicationChannelID => 1, # optional
IsVisibleForCustomer => 1, # optional
SenderTypeID => 123, # optional
SenderType => 'some sender type name', # optional
AutoResponseType => 'some auto response type', # optional
From => 'some from string', # 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
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'
},
},
# ...
],
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 Znuny
TicketNumber => 2324454323322, # Ticket number in Znuny
ArticleID => 43, # Article ID in Znuny
Error => { # should not return errors
ErrorCode => 'Ticket.Create.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 encoded
ContentAlternative => "",
ContentID => "",
ContentType => "application/pdf",
Filename => "StdAttachment-Test1.pdf",
Filesize => "4.6 KBytes",
FilesizeRaw => 4722,
},
],
},
],
},
],
},
};
_CheckTicket()#
checks if the given ticket parameters are valid.
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.
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',
}
_CheckDynamicField()#
checks if the given dynamic field parameter is valid.
my $DynamicFieldCheck = $OperationObject->_CheckDynamicField(
DynamicField => $DynamicField, # all dynamic field parameters
);
returns:
$DynamicFieldCheck = {
Success => 1, # if everything is OK
}
$DynamicFieldCheck = {
ErrorCode => 'Function.Error', # if error
ErrorMessage => 'Error description',
}
_CheckAttachment()#
checks if the given attachment parameter is valid.
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',
}
_TicketCreate()#
creates a ticket with its article and sets dynamic fields and attachments if specified.
my $Response = $OperationObject->_TicketCreate(
Ticket => $Ticket, # all ticket parameters
Article => \@Article, # all article parameters
DynamicField => $DynamicField, # all dynamic field parameters
Attachment => $Attachment, # all attachment parameters
UserID => 123,
);
returns:
$Response = {
Success => 1, # if everything was OK
Data => {
TicketID => 123,
TicketNumber => 'TN3422332',
ArticleID => 123,
}
}
$Response = {
Success => 0, # if unexpected error
ErrorMessage => "$Param{ErrorCode}: $Param{ErrorMessage}",
}