TicketCreate

NAME

Kernel::System::ProcessManagement::TransitionAction::TicketCreate - A module to create a ticket

DESCRIPTION

All TicketCreate functions.

PUBLIC INTERFACE

new()

Don’t use the constructor directly, use the ObjectManager instead:

my $TicketCreateObject = $Kernel::OM->Get('Kernel::System::ProcessManagement::TransitionAction::TicketCreate');

Run()

Runs TransitionAction TicketCreate.

my $TicketCreateResult = $TicketCreateActionObject->Run(
    UserID                   => 123,

    # Ticket contains the result of TicketGet including dynamic fields
    Ticket                   => \%Ticket,   # required
    ProcessEntityID          => 'P123',
    ActivityEntityID         => 'A123',
    TransitionEntityID       => 'T123',
    TransitionActionEntityID => 'TA123',

    # Config is the hash stored in a Process::TransitionAction's config key
    Config                   => {
        # ticket required:
        Title         => 'Some Ticket Title',
        Queue         => 'Raw',              # or QueueID => 123,
        Lock          => 'unlock',
        Priority      => '3 normal',         # or PriorityID => 2,
        State         => 'new',              # or StateID => 5,
        CustomerID    => '123465',
        CustomerUser  => 'customer@example.com',
        Owner         => 'someuserlogin',    # or OwnerID => 123

        # ticket optional:
        TN              => $TicketObject->TicketCreateNumber(), # optional
        Type            => 'Incident',            # or TypeID => 1, not required
        Service         => 'Service A',           # or ServiceID => 1, not required
        SLA             => 'SLA A',               # or SLAID => 1, not required
        ResponsibleID   => 123,                   # not required
        ArchiveFlag     => 'y',                   # (y|n) not required
        PendingTime     => '2011-12-23 23:05:00', # optional (for pending states)
        PendingTimeDiff => 123 ,                  # optional (for pending states)

        # article required: (if one of them is not present, article will not be created without any error message)
        SenderType           => 'agent',                            # agent|system|customer
        IsVisibleForCustomer => 1,                                  # required
        CommunicationChannel => 'Internal',                         # Internal|Phone|Email|..., default: Internal

        %DataPayload,                                               # some parameters depending of each communication channel

        # article optional:
        TimeUnit => 123,

        # Attachment optional:
        Attachments      => '1',                                    # optional, 1|0
        AttachmentsReuse => 1                                       # optional, 1|0 - Reuse of attachments stored in the dynamic field configured in Process::DynamicFieldProcessManagementAttachment.

        # other:
        DynamicField_NameX => $Value,
        LinkAs => $LinkType,                                        # Normal, Parent, Child, etc. (respective original ticket)
        UserID => 123,                                              # optional, to override the UserID from the logged user
    }
);

Returns:

my $Success = 1; # 0