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.

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.

my %GetParam = _GetParams(
    %Params,                          # all ticket parameters
);

returns:

%GetParam = {
    AllowedParams => 'WithContent', # return not empty parameters for search
}

_GetDynamicFields()

get search parameters.

my %DynamicFieldSearchParameters = _GetDynamicFields(
    %Params,                          # all ticket parameters
);

returns:

%DynamicFieldSearchParameters = {
    'AllAllowedDF' => 'WithData',   # return not empty parameters for search
}

_CreateTimeSettings()

get search parameters.

my %GetParam = _CreateTimeSettings(
    %Params,                          # all ticket parameters
);

returns:

%GetParam = {
    AllowedTimeSettings => 'WithData',   # return not empty parameters for search
}