Ticket

Ticket#

NAME#

Kernel::System::Ticket - Functions to create, modify and delete tickets as well as related helper functions

SYNOPSIS#

Create ticket object

use Kernel::System::ObjectManager;
local $Kernel::OM = Kernel::System::ObjectManager->new();
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');

Create a new ticket

my $TicketID = $TicketObject->TicketCreate(
    Title        => 'Some Ticket Title',
    Queue        => 'Raw',
    Lock         => 'unlock',
    Priority     => '3 normal',
    State        => 'new',
    CustomerID   => '12345',
    CustomerUser => 'customer@example.com',
    OwnerID      => 1,
    UserID       => 1,
);

Lock the ticket

my $Success = $TicketObject->TicketLockSet(
    Lock     => 'lock',
    TicketID => $TicketID,
    UserID   => 1,
);

Update the title

my $Success = $TicketObject->TicketTitleUpdate(
    Title    => 'Some Title',
    TicketID => $TicketID,
    UserID   => 1,
);

Move ticket to another queue

my $Success = $TicketObject->TicketQueueSet(
    Queue    => 'Some Queue Name',
    TicketID => $TicketID,
    UserID   => 1,
);

Set a ticket type

my $Success = $TicketObject->TicketTypeSet(
    Type     => 'Incident',
    TicketID => $TicketID,
    UserID   => 1,
);

Assign another customer

my $Success = $TicketObject->TicketCustomerSet(
    No       => '12345',
    User     => 'customer@company.org',
    TicketID => $TicketID,
    UserID   => 1,
);

Update the state

my $Success = $TicketObject->TicketStateSet(
    State     => 'pending reminder',
    TicketID => $TicketID,
    UserID   => 1,
);

Update pending time (only for pending states)

my $Success = $TicketObject->TicketPendingTimeSet(
    String   => '2019-08-14 22:05:00',
    TicketID => $TicketID,
    UserID   => 1,
);

Set a new priority

my $Success = $TicketObject->TicketPrioritySet(
    TicketID => $TicketID,
    Priority => 'low',
    UserID   => 1,
);

Assign to another agent

my $Success = $TicketObject->TicketOwnerSet(
    TicketID  => $TicketID,
    NewUserID => 2,
    UserID    => 1,
);

Set a responsible

my $Success = $TicketObject->TicketResponsibleSet(
    TicketID  => $TicketID,
    NewUserID => 3,
    UserID    => 1,
);

Add something to the history

my $Success = $TicketObject->HistoryAdd(
    Name         => 'Some Comment',
    HistoryType  => 'Move',
    TicketID     => $TicketID,
    CreateUserID => 1,
);

Get the complete ticket history

my @HistoryLines = $TicketObject->HistoryGet(
    TicketID => $TicketID,
    UserID   => 1,
);

Get current ticket attributes

my %Ticket = $TicketObject->TicketGet(
    TicketID => $TicketID,
    UserID   => 1,
);

Delete the ticket

my $Success = $TicketObject->TicketDelete(
    TicketID => $TicketID,
    UserID   => 1,
);

PUBLIC INTERFACE#

new()#

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

my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');

TicketCreateNumber()#

creates a new ticket number

my $TicketNumber = $TicketObject->TicketCreateNumber();

GetTNByString()#

creates a new ticket number

my $TicketNumber = $TicketObject->GetTNByString($Subject);

TicketCheckNumber()#

checks if ticket number exists, returns ticket id if number exists.

returns the merged ticket id if ticket was merged. only into a depth of maximum 10 merges

my $TicketID = $TicketObject->TicketCheckNumber(
    Tn => '200404051004575',
);

TicketCreate()#

creates a new ticket

my $TicketID = $TicketObject->TicketCreate(
    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',
    OwnerID      => 123,
    UserID       => 123,
);

or

my $TicketID = $TicketObject->TicketCreate(
    TN            => $TicketObject->TicketCreateNumber(), # optional
    Title         => 'Some Ticket Title',
    Queue         => 'Raw',              # or QueueID => 123,
    Lock          => 'unlock',
    Priority      => '3 normal',         # or PriorityID => 2,
    State         => 'new',              # or StateID => 5,
    Type          => 'Incident',         # or TypeID = 1 or Ticket type default (Ticket::Type::Default), not required
    Service       => 'Service A',        # or ServiceID => 1, not required
    SLA           => 'SLA A',            # or SLAID => 1, not required
    CustomerID    => '123465',
    CustomerUser  => 'customer@example.com',
    OwnerID       => 123,
    ResponsibleID => 123,                # not required
    ArchiveFlag   => 'y',                # (y|n) not required
    UserID        => 123,
);

Events:: TicketCreate

TicketDelete()#

deletes a ticket with articles from storage

my $Success = $TicketObject->TicketDelete(
    TicketID => 123,
    UserID   => 123,
);

Events:: TicketDelete

TicketIDLookup()#

ticket id lookup by ticket number

my $TicketID = $TicketObject->TicketIDLookup(
    TicketNumber => '2004040510440485',
);

TicketNumberLookup()#

ticket number lookup by ticket id

my $TicketNumber = $TicketObject->TicketNumberLookup(
    TicketID => 123,
);

TicketSubjectBuild()#

rebuild a new ticket subject

This will generate a subject like RE: [Ticket# 2004040510440485] Some subject

my $NewSubject = $TicketObject->TicketSubjectBuild(
    TicketNumber => '2004040510440485',
    Subject      => $OldSubject,
    Action       => 'Reply',
);

This will generate a subject like [Ticket# 2004040510440485] Some subject(so without RE: )

my $NewSubject = $TicketObject->TicketSubjectBuild(
    TicketNumber => '2004040510440485',
    Subject      => $OldSubject,
    Type         => 'New',
    Action       => 'Reply',
);

This will generate a subject like FWD: [Ticket# 2004040510440485] Some subject

my $NewSubject = $TicketObject->TicketSubjectBuild(
    TicketNumber => '2004040510440485',
    Subject      => $OldSubject,
    Action       => 'Forward', # Possible values are Reply and Forward, Reply is default.
);

This will generate a subject like [Ticket# 2004040510440485] Re: Some subject(so without clean-up of subject)

my $NewSubject = $TicketObject->TicketSubjectBuild(
    TicketNumber => '2004040510440485',
    Subject      => $OldSubject,
    Type         => 'New',
    NoCleanup    => 1,
);

TicketSubjectClean()#

strip/clean up a ticket subject

my $NewSubject = $TicketObject->TicketSubjectClean(
    TicketNumber => '2004040510440485',
    Subject      => $OldSubject,
    Size         => $SubjectSizeToBeDisplayed   # optional, if 0 do not cut subject
);

TicketGet()#

Get ticket info

my %Ticket = $TicketObject->TicketGet(
    TicketID      => 123,
    DynamicFields => 0,         # Optional, default 0. To include the dynamic field values for this ticket on the return structure.
    UserID        => 123,
    Silent        => 0,         # Optional, default 0. To suppress the warning if the ticket does not exist.
);

Returns:

%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',

    # If DynamicFields => 1 was passed, you'll get an entry like this for each dynamic field:
    DynamicField_X     => 'value_x',

    # (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")
);

To get extended ticket attributes, use Extended

my %Ticket = $TicketObject->TicketGet(
    TicketID => 123,
    UserID   => 123,
    Extended => 1,
);

Additional parameters are:

%Ticket = (
    FirstResponse                   (timestamp of first response, first contact with customer)
    FirstResponseInMin              (minutes till first response)
    FirstResponseDiffInMin          (minutes till or over first response)

    SolutionInMin                   (minutes till solution time)
    SolutionDiffInMin               (minutes till or over solution time)

    FirstLock                       (timestamp of first lock)
);

TicketDeepGet()#

Returns ticket data with all resolved dependent data like (customer) user data, etc. It also contains all articles and a separate hash of the requested article by parameter.

my %Ticket = $TicketObject->TicketDeepGet(
    TicketID  => 123,
    ArticleID => 123, # optional
    UserID    => 53,

    # Also fetch all attachments for all articles of the given ticket.
    GetAllArticleAttachments => 1, # defaults to 0
);

Returns:

my %Ticket = (
    # ticket attributes

    %Ticket,
    Articles        => [
        # ...
    ],
    CustomerUser    => {
        # ...
    },
    CustomerCompany => {
        # ...
    },
    QueueData       => {
        # ...
    },
    TypeData        => {
        # ...
    },
    PriorityData    => {
        # ...
    },
    ServiceData     => {
        # ...
    },
    SLAData         => {
        # ...
    },
    OwnerData       => {
        # ...
    },
    ResponsibleData => {
        # ...
    },
    CreateByData    => {
        # ...
    },
    Article         => {
        # ...
    },
);

_GetBase64EncodedArticleAttachments()#

Returns all attachments of the the article with the given ID (base-64 encoded).

my $Attachments = $TicketObject->_GetBase64EncodedArticleAttachments(
    TicketID  => 123,
    ArticleID => 123,
);

Returns:

my $Attachments = [
    {
        Content            => '...', # base-64 encoded
        ContentAlternative => '',
        ContentID          => '',
        ContentType        => 'application/pdf',
        Filename           => 'StdAttachment-Test1.pdf',
        FilesizeRaw        => 4722,
        Disposition        => 'attachment',
        FileID             => 2,
    },
    # ...
];

_TicketDeepGetDataCleanUp()#

Cleans up the given hash by removing possible given passwords, tokens, etc.

my $CleanedUpData = $TicketObject->_TicketDeepGetDataCleanUp(
    Data => {
        Test   => 'ok',
        config => 'removed',
        secret => 'removed',
        passw  => 'removed',
        userpw => 'removed',
        auth   => 'removed',
        token  => 'removed',
        Field  => 'ok',
    }
);

Returns:

my $CleanedUpData = {
    Test  => 'ok',
    Field => 'ok',
};

TicketTitleUpdate()#

update ticket title

my $Success = $TicketObject->TicketTitleUpdate(
    Title    => 'Some Title',
    TicketID => 123,
    UserID   => 1,
);

Events:: TicketTitleUpdate

TicketUnlockTimeoutUpdate()#

set the ticket unlock time to the passed time

my $Success = $TicketObject->TicketUnlockTimeoutUpdate(
    UnlockTimeout => $Epoch,
    TicketID      => 123,
    UserID        => 143,
);

Events:: TicketUnlockTimeoutUpdate

TicketQueueID()#

get ticket queue id

my $QueueID = $TicketObject->TicketQueueID(
    TicketID => 123,
);

TicketMoveList()#

to get the move queue list for a ticket (depends on workflow, if configured)

my %Queues = $TicketObject->TicketMoveList(
    Type   => 'create',
    UserID => 123,
);

my %Queues = $TicketObject->TicketMoveList(
    Type           => 'create',
    CustomerUserID => 'customer_user_id_123',
);


my %Queues = $TicketObject->TicketMoveList(
    QueueID => 123,
    UserID  => 123,
);

my %Queues = $TicketObject->TicketMoveList(
    TicketID => 123,
    UserID   => 123,
);

TicketQueueSet()#

to move a ticket (sends notification to agents of selected my queues, if ticket is not closed)

my $Success = $TicketObject->TicketQueueSet(
    QueueID  => 123,
    TicketID => 123,
    UserID   => 123,
);

my $Success = $TicketObject->TicketQueueSet(
    Queue    => 'Some Queue Name',
    TicketID => 123,
    UserID   => 123,
);

my $Success = $TicketObject->TicketQueueSet(
    Queue    => 'Some Queue Name',
    TicketID => 123,
    Comment  => 'some comment', # optional
    ForceNotificationToUserID => [1,43,56], # if you want to force somebody
    UserID   => 123,
);

Optional attribute: SendNoNotification disables or enables agent and customer notification for this action.

For example:

SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events:: TicketQueueUpdate

TicketMoveQueueList()#

returns a list of used queue ids / names

my @QueueIDList = $TicketObject->TicketMoveQueueList(
    TicketID => 123,
    Type     => 'ID',
);

Returns:

@QueueIDList = ( 1, 2, 3 );

my @QueueList = $TicketObject->TicketMoveQueueList(
    TicketID => 123,
    Type     => 'Name',
);

Returns:

@QueueList = ( 'QueueA', 'QueueB', 'QueueC' );

TicketTypeList()#

to get all possible types for a ticket (depends on workflow, if configured)

my %Types = $TicketObject->TicketTypeList(
    UserID => 123,
);

my %Types = $TicketObject->TicketTypeList(
    CustomerUserID => 'customer_user_id_123',
);

my %Types = $TicketObject->TicketTypeList(
    QueueID => 123,
    UserID  => 123,
);

my %Types = $TicketObject->TicketTypeList(
    TicketID => 123,
    UserID   => 123,
);

Returns:

%Types = (
    1 => 'default',
    2 => 'request',
    3 => 'offer',
);

TicketTypeSet()#

to set a ticket type

my $Success = $TicketObject->TicketTypeSet(
    TypeID   => 123,
    TicketID => 123,
    UserID   => 123,
);

my $Success = $TicketObject->TicketTypeSet(
    Type     => 'normal',
    TicketID => 123,
    UserID   => 123,
);

Events:: TicketTypeUpdate

TicketServiceList()#

to get all possible services for a ticket (depends on workflow, if configured)

my %Services = $TicketObject->TicketServiceList(
    QueueID        => 123,
    UserID         => 123,
);

my %Services = $TicketObject->TicketServiceList(
    CustomerUserID => 123,
    QueueID        => 123,
);

my %Services = $TicketObject->TicketServiceList(
    CustomerUserID => 123,
    TicketID       => 123,
    UserID         => 123,
);

Returns:

%Services = (
    1 => 'ServiceA',
    2 => 'ServiceB',
    3 => 'ServiceC',
);

TicketServiceSet()#

to set a ticket service

my $Success = $TicketObject->TicketServiceSet(
    ServiceID => 123,
    TicketID  => 123,
    UserID    => 123,
);

my $Success = $TicketObject->TicketServiceSet(
    Service  => 'Service A',
    TicketID => 123,
    UserID   => 123,
);

Events:: TicketServiceUpdate

TicketEscalationPreferences()#

get escalation preferences of a ticket (e. g. from SLA or from Queue based settings)

my %Escalation = $TicketObject->TicketEscalationPreferences(
    Ticket => $Param{Ticket},
    UserID => $Param{UserID},
);

TicketEscalationDateCalculation()#

get escalation properties of a ticket

my %Escalation = $TicketObject->TicketEscalationDateCalculation(
    Ticket => $Param{Ticket},
    UserID => $Param{UserID},
);

returns

(general escalation info)
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, e. g. "3600")

(detail 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")

TicketEscalationIndexBuild()#

build escalation index of one ticket with current settings (SLA, Queue, Calendar…)

my $Success = $TicketObject->TicketEscalationIndexBuild(
    TicketID => $Param{TicketID},
    UserID   => $Param{UserID},
);

TicketSLAList()#

to get all possible SLAs for a ticket (depends on workflow, if configured)

my %SLAs = $TicketObject->TicketSLAList(
    ServiceID => 1,
    UserID    => 123,
);

my %SLAs = $TicketObject->TicketSLAList(
    ServiceID      => 1,
    CustomerUserID => 'customer_user_id_123',
);


my %SLAs = $TicketObject->TicketSLAList(
    QueueID   => 123,
    ServiceID => 1,
    UserID    => 123,
);

my %SLAs = $TicketObject->TicketSLAList(
    TicketID  => 123,
    ServiceID => 1,
    UserID    => 123,
);

Returns:

%SLAs = (
    1 => 'SLA A',
    2 => 'SLA B',
    3 => 'SLA C',
);

TicketSLASet()#

to set a ticket service level agreement

my $Success = $TicketObject->TicketSLASet(
    SLAID    => 123,
    TicketID => 123,
    UserID   => 123,
);

my $Success = $TicketObject->TicketSLASet(
    SLA      => 'SLA A',
    TicketID => 123,
    UserID   => 123,
);

Events:: TicketSLAUpdate

TicketCustomerSet()#

Set customer data of ticket. Can set ‘No’ (CustomerID), ‘User’ (CustomerUserID), or both.

my $Success = $TicketObject->TicketCustomerSet(
    No       => 'client123',
    User     => 'client-user-123',
    TicketID => 123,
    UserID   => 23,
);

Events:: TicketCustomerUpdate

TicketPermission()#

returns whether or not the agent has permission on a ticket

my $Access = $TicketObject->TicketPermission(
    Type     => 'ro',
    TicketID => 123,
    UserID   => 123,
);

or without logging, for example for to check if a link/action should be shown

my $Access = $TicketObject->TicketPermission(
    Type     => 'ro',
    TicketID => 123,
    LogNo    => 1,
    UserID   => 123,
);

TicketCustomerPermission()#

returns whether or not a customer has permission to a ticket

my $Access = $TicketObject->TicketCustomerPermission(
    Type     => 'ro',
    TicketID => 123,
    UserID   => 123,
);

or without logging, for example for to check if a link/action should be displayed

my $Access = $TicketObject->TicketCustomerPermission(
    Type     => 'ro',
    TicketID => 123,
    LogNo    => 1,
    UserID   => 123,
);

GetSubscribedUserIDsByQueueID()#

returns an array of user ids which selected the given queue id as custom queue.

my @UserIDs = $TicketObject->GetSubscribedUserIDsByQueueID(
    QueueID => 123,
);

Returns:

@UserIDs = ( 1, 2, 3 );

GetSubscribedUserIDsByServiceID()#

returns an array of user ids which selected the given service id as custom service.

my @UserIDs = $TicketObject->GetSubscribedUserIDsByServiceID(
    ServiceID => 123,
);

Returns:

@UserIDs = ( 1, 2, 3 );

TicketPendingTimeSet()#

set ticket pending time:

my $Success = $TicketObject->TicketPendingTimeSet(
    Year     => 2003,
    Month    => 08,
    Day      => 14,
    Hour     => 22,
    Minute   => 05,
    TicketID => 123,
    UserID   => 23,
);

or use a time stamp:

my $Success = $TicketObject->TicketPendingTimeSet(
    String   => '2003-08-14 22:05:00',
    TicketID => 123,
    UserID   => 23,
);

or use a diff (set pending time to “now” + diff minutes)

my $Success = $TicketObject->TicketPendingTimeSet(
    Diff     => ( 7 * 24 * 60 ),  # minutes (here: 10080 minutes - 7 days)
    TicketID => 123,
    UserID   => 23,
);

If you want to set the pending time to null, just supply zeros:

my $Success = $TicketObject->TicketPendingTimeSet(
    Year     => 0000,
    Month    => 00,
    Day      => 00,
    Hour     => 00,
    Minute   => 00,
    TicketID => 123,
    UserID   => 23,
);

or use a time stamp:

my $Success = $TicketObject->TicketPendingTimeSet(
    String   => '0000-00-00 00:00:00',
    TicketID => 123,
    UserID   => 23,
);

Events:: TicketPendingTimeUpdate

TicketLockGet()#

check if a ticket is locked or not

if ($TicketObject->TicketLockGet(TicketID => 123)) {
    print "Ticket is locked!\n";
}
else {
    print "Ticket is not locked!\n";
}

TicketLockSet()#

to lock or unlock a ticket

my $Success = $TicketObject->TicketLockSet(
    Lock     => 'lock',
    TicketID => 123,
    UserID   => 123,
);

my $Success = $TicketObject->TicketLockSet(
    LockID   => 1,
    TicketID => 123,
    UserID   => 123,
);

Optional attribute: SendNoNotification, disable or enable agent and customer notification for this action. Otherwise a notification will be sent to agent and customer.

For example:

SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events:: TicketLockUpdate

TicketArchiveFlagSet()#

to set the ticket archive flag

my $Success = $TicketObject->TicketArchiveFlagSet(
    ArchiveFlag => 'y',  # (y|n)
    TicketID    => 123,
    UserID      => 123,
);

Events:: TicketArchiveFlagUpdate

TicketArchiveFlagGet()#

check if a ticket is archived or not

if ( $TicketObject->TicketArchiveFlagGet( TicketID => 123 ) ) {
    print "Ticket is archived!\n";
}
else {
    print "Ticket is not archived!\n";
}

TicketStateSet()#

to set a ticket state

my $Success = $TicketObject->TicketStateSet(
    State     => 'open',
    TicketID  => 123,
    ArticleID => 123, #optional, for history
    UserID    => 123,
);

my $Success = $TicketObject->TicketStateSet(
    StateID  => 3,
    TicketID => 123,
    UserID   => 123,
);

Optional attribute: SendNoNotification, disable or enable agent and customer notification for this action. Otherwise a notification will be sent to agent and customer.

For example:

SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events:: TicketStateUpdate

TicketStateList()#

to get the state list for a ticket (depends on workflow, if configured)

my %States = $TicketObject->TicketStateList(
    TicketID => 123,
    UserID   => 123,
);

my %States = $TicketObject->TicketStateList(
    TicketID       => 123,
    CustomerUserID => 'customer_user_id_123',
);

my %States = $TicketObject->TicketStateList(
    QueueID => 123,
    UserID  => 123,
);

my %States = $TicketObject->TicketStateList(
    TicketID => 123,
    Type     => 'open',
    UserID   => 123,
);

Returns:

%States = (
    1 => 'State A',
    2 => 'State B',
    3 => 'State C',
);

OwnerCheck()#

to get the ticket owner

my ($OwnerID, $Owner) = $TicketObject->OwnerCheck(
    TicketID => 123,
);

or for access control

my $AccessOk = $TicketObject->OwnerCheck(
    TicketID => 123,
    OwnerID  => 321,
);

TicketOwnerSet()#

to set the ticket owner (notification to the new owner will be sent)

by using user id

my $Success = $TicketObject->TicketOwnerSet(
    TicketID  => 123,
    NewUserID => 555,
    UserID    => 123,
);

by using user login

my $Success = $TicketObject->TicketOwnerSet(
    TicketID => 123,
    NewUser  => 'some-user-login',
    UserID   => 123,
);

Return:: 1 = owner has been set 2 = this owner is already set, no update needed

Optional attribute: SendNoNotification, disable or enable agent and customer notification for this action. Otherwise a notification will be sent to agent and customer.

For example:

SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events:: TicketOwnerUpdate

TicketOwnerList()#

returns the owner in the past as array with hash ref of the owner data (name, email, …)

my @Owner = $TicketObject->TicketOwnerList(
    TicketID => 123,
);

Returns:

@Owner = (
    {
        UserFirstname => 'SomeName',
        UserLastname  => 'SomeName',
        UserEmail     => 'some@example.com',
        # custom attributes
    },
    {
        UserFirstname => 'SomeName',
        UserLastname  => 'SomeName',
        UserEmail     => 'some@example.com',
        # custom attributes
    },
);

TicketResponsibleSet()#

to set the ticket responsible (notification to the new responsible will be sent)

by using user id

my $Success = $TicketObject->TicketResponsibleSet(
    TicketID  => 123,
    NewUserID => 555,
    UserID    => 213,
);

by using user login

my $Success = $TicketObject->TicketResponsibleSet(
    TicketID  => 123,
    NewUser   => 'some-user-login',
    UserID    => 213,
);

Return:: 1 = responsible has been set 2 = this responsible is already set, no update needed

Optional attribute: SendNoNotification, disable or enable agent and customer notification for this action. Otherwise a notification will be sent to agent and customer.

For example:

SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)

Events:: TicketResponsibleUpdate

TicketResponsibleList()#

returns the responsible in the past as array with hash ref of the owner data (name, email, …)

my @Responsible = $TicketObject->TicketResponsibleList(
    TicketID => 123,
);

Returns:

@Responsible = (
    {
        UserFirstname => 'SomeName',
        UserLastname  => 'SomeName',
        UserEmail     => 'some@example.com',
        # custom attributes
    },
    {
        UserFirstname => 'SomeName',
        UserLastname  => 'SomeName',
        UserEmail     => 'some@example.com',
        # custom attributes
    },
);

TicketInvolvedAgentsList()#

returns an array with hash ref of agents which have been involved with a ticket. It is guaranteed that no agent is returned twice.

my @InvolvedAgents = $TicketObject->TicketInvolvedAgentsList(
    TicketID => 123,
);

Returns:

@InvolvedAgents = (
    {
        UserFirstname => 'SomeName',
        UserLastname  => 'SomeName',
        UserEmail     => 'some@example.com',
        # custom attributes
    },
    {
        UserFirstname => 'AnotherName',
        UserLastname  => 'AnotherName',
        UserEmail     => 'another@example.com',
        # custom attributes
    },
);

TicketPrioritySet()#

to set the ticket priority

my $Success = $TicketObject->TicketPrioritySet(
    TicketID => 123,
    Priority => 'low',
    UserID   => 213,
);

my $Success = $TicketObject->TicketPrioritySet(
    TicketID   => 123,
    PriorityID => 2,
    UserID     => 213,
);

Events:: TicketPriorityUpdate

TicketPriorityList()#

to get the priority list for a ticket (depends on workflow, if configured)

my %Priorities = $TicketObject->TicketPriorityList(
    TicketID => 123,
    UserID   => 123,
);

my %Priorities = $TicketObject->TicketPriorityList(
    TicketID       => 123,
    CustomerUserID => 'customer_user_id_123',
);

my %Priorities = $TicketObject->TicketPriorityList(
    QueueID => 123,
    UserID  => 123,
);

Returns:

%Priorities = (
    1 => 'Priority A',
    2 => 'Priority B',
    3 => 'Priority C',
);

HistoryTicketStatusGet()#

get a hash with ticket id as key and a hash ref (result of HistoryTicketGet) of all affected tickets in this time area.

my %Tickets = $TicketObject->HistoryTicketStatusGet(
    StartDay   => 12,
    StartMonth => 1,
    StartYear  => 2006,
    StopDay    => 18,
    StopMonth  => 1,
    StopYear   => 2006,
    Force      => 0,
);

HistoryTicketGet()#

returns a hash of some of the ticket data calculated based on ticket history info at the given date.

my %HistoryData = $TicketObject->HistoryTicketGet(
    StopYear   => 2003,
    StopMonth  => 12,
    StopDay    => 24,
    StopHour   => 10, (optional, default 23)
    StopMinute => 0,  (optional, default 59)
    StopSecond => 0,  (optional, default 59)
    TicketID   => 123,
    Force      => 0,     # 1: don't use cache
);

returns

TicketNumber
TicketID
Type
TypeID
Queue
QueueID
Priority
PriorityID
State
StateID
Owner
OwnerID
CreateUserID
CreateTime (timestamp)
CreateOwnerID
CreatePriority
CreatePriorityID
CreateState
CreateStateID
CreateQueue
CreateQueueID
LockFirst (timestamp)
LockLast (timestamp)
UnlockFirst (timestamp)
UnlockLast (timestamp)

HistoryTypeLookup()#

returns the id of the requested history type.

my $ID = $TicketObject->HistoryTypeLookup( Type => 'Move' );

HistoryAdd()#

add a history entry to an ticket

my $Success = $TicketObject->HistoryAdd(
    Name         => 'Some Comment',
    HistoryType  => 'Move', # see system tables
    TicketID     => 123,
    ArticleID    => 1234, # not required!
    QueueID      => 123, # not required!
    TypeID       => 123, # not required!
    CreateUserID => 123,
);

Events:: HistoryAdd

HistoryGet()#

get ticket history as array with hashes (TicketID, ArticleID, Name, CreateBy, CreateTime, HistoryType, QueueID, OwnerID, PriorityID, StateID, HistoryTypeID and TypeID)

my @HistoryLines = $TicketObject->HistoryGet(
    TicketID => 123,
    UserID   => 123,
);

HistoryDelete()#

delete a ticket history (from storage)

my $Success = $TicketObject->HistoryDelete(
    TicketID => 123,
    UserID   => 123,
);

Events:: HistoryDelete

TicketAccountedTimeGet()#

returns the accounted time of a ticket.

my $AccountedTime = $TicketObject->TicketAccountedTimeGet(TicketID => 1234);

TicketAccountTime()#

account time to a ticket.

my $Success = $TicketObject->TicketAccountTime(
    TicketID  => 1234,
    ArticleID => 23542,
    TimeUnit  => '4.5',
    UserID    => 1,
);

Events:: TicketAccountTime

TicketMerge()#

merge two tickets

my $Success = $TicketObject->TicketMerge(
    MainTicketID  => 412,
    MergeTicketID => 123,
    UserID        => 123,
);

Events:: TicketMerge

TicketMergeDynamicFields()#

merge dynamic fields from one ticket into another, that is, copy them from the merge ticket to the main ticket if the value is empty in the main ticket.

my $Success = $TicketObject->TicketMergeDynamicFields(
    MainTicketID  => 123,
    MergeTicketID => 42,
    UserID        => 1,
    DynamicFields => ['DynamicField_TicketFreeText1'], # optional
);

If DynamicFields is not present, it is taken from the Ticket::MergeDynamicFields configuration.

TicketMergeLinkedObjects()#

merge linked objects from one ticket into another, that is, move them from the merge ticket to the main ticket in the link_relation table.

my $Success = $TicketObject->TicketMergeLinkedObjects(
    MainTicketID  => 123,
    MergeTicketID => 42,
    UserID        => 1,
);

TicketWatchGet()#

to get all user ids and additional attributes of an watched ticket

my %Watch = $TicketObject->TicketWatchGet(
    TicketID => 123,
);

get list of users to notify

my %Watch = $TicketObject->TicketWatchGet(
    TicketID => 123,
    Notify   => 1,
);

get list of users as array

my @Watch = $TicketObject->TicketWatchGet(
    TicketID => 123,
    Result   => 'ARRAY',
);

TicketWatchSubscribe()#

to subscribe a ticket to watch it

my $Success = $TicketObject->TicketWatchSubscribe(
    TicketID    => 111,
    WatchUserID => 123,
    UserID      => 123,
);

Events:: TicketSubscribe

TicketWatchUnsubscribe()#

to remove a subscription of a ticket

my $Success = $TicketObject->TicketWatchUnsubscribe(
    TicketID    => 111,
    WatchUserID => 123,
    UserID      => 123,
);

Events:: TicketUnsubscribe

TicketFlagSet()#

set ticket flags

my $Success = $TicketObject->TicketFlagSet(
    TicketID => 123,
    Key      => 'Seen',
    Value    => 1,
    UserID   => 123, # apply to this user
);

Events:: TicketFlagSet

TicketFlagDelete()#

delete ticket flag

my $Success = $TicketObject->TicketFlagDelete(
    TicketID => 123,
    Key      => 'Seen',
    UserID   => 123,
);

my $Success = $TicketObject->TicketFlagDelete(
    TicketID => 123,
    Key      => 'Seen',
    AllUsers => 1,
);

Events:: TicketFlagDelete

TicketFlagGet()#

get ticket flags

my %Flags = $TicketObject->TicketFlagGet(
    TicketID => 123,
    UserID   => 123,  # to get flags of one user
);

my @Flags = $TicketObject->TicketFlagGet(
    TicketID => 123,
    AllUsers => 1,    # to get flags of all users
);

TicketArticleStorageSwitch()#

move article storage from one backend to other backend

my $Success = $TicketObject->TicketArticleStorageSwitch(
    TicketID    => 123,
    Source      => 'ArticleStorageDB',
    Destination => 'ArticleStorageFS',
    UserID      => 1,
);

TicketCheckForProcessType()#

checks whether or not the ticket is of a process type.

$TicketObject->TicketCheckForProcessType(
    TicketID => 123,
);

TicketCalendarGet()#

checks calendar to be used for ticket based on sla and queue

my $Calendar = $TicketObject->TicketCalendarGet(
    QueueID => 1,
    SLAID   => 1,   # optional
);

returns calendar number or empty string for default calendar

SearchUnknownTicketCustomers()#

search customer users that are not saved in any backend

my $UnknownTicketCustomerList = $TicketObject->SearchUnknownTicketCustomers(
    SearchTerm => 'SomeSearchTerm',
);

Returns:

%UnknownTicketCustomerList = (
    {
        CustomerID    => 'SomeCustomerID',
        CustomerUser  => 'SomeCustomerUser',
    },
    {
        CustomerID    => 'SomeCustomerID',
        CustomerUser  => 'SomeCustomerUser',
    },
);

PRIVATE FUNCTIONS#

_TicketCacheClear()#

Remove all caches related to specified ticket.

my $Success = $TicketObject->_TicketCacheClear(
    TicketID => 123,
);

_TicketGetExtended()#

Collect extended attributes for given ticket, namely first response, first lock and close data.

my %TicketExtended = $TicketObject->_TicketGetExtended(
    TicketID => $Param{TicketID},
    Ticket   => \%Ticket,
);

_TicketGetFirstResponse()#

Collect attributes of first response for given ticket.

my %FirstResponse = $TicketObject->_TicketGetFirstResponse(
    TicketID => $Param{TicketID},
    Ticket   => \%Ticket,
);

_TicketGetClosed()#

Collect attributes of (last) closing for given ticket.

my %TicketGetClosed = $TicketObject->_TicketGetClosed(
    TicketID => $Param{TicketID},
    Ticket   => \%Ticket,
);

_TicketGetFirstLock()#

Collect first lock time for given ticket.

my %FirstLock = $TicketObject->_TicketGetFirstLock(
    TicketID => $Param{TicketID},
    Ticket   => \%Ticket,
);

Ticket

Contents

Ticket#

NAME#

SYNOPSIS#

PUBLIC INTERFACE#

new()#

TicketCreateNumber()#

GetTNByString()#

TicketCheckNumber()#

TicketCreate()#

TicketDelete()#

TicketIDLookup()#

TicketNumberLookup()#

TicketSubjectBuild()#

TicketSubjectClean()#

TicketGet()#

TicketDeepGet()#

_GetBase64EncodedArticleAttachments()#

_TicketDeepGetDataCleanUp()#

TicketTitleUpdate()#

TicketUnlockTimeoutUpdate()#

TicketQueueID()#

TicketMoveList()#

TicketQueueSet()#

TicketMoveQueueList()#

TicketTypeList()#

TicketTypeSet()#

TicketServiceList()#

TicketServiceSet()#

TicketEscalationPreferences()#

TicketEscalationDateCalculation()#

TicketEscalationIndexBuild()#

TicketSLAList()#

TicketSLASet()#

TicketCustomerSet()#

TicketPermission()#

TicketCustomerPermission()#

GetSubscribedUserIDsByQueueID()#

GetSubscribedUserIDsByServiceID()#

TicketPendingTimeSet()#

TicketLockGet()#

TicketLockSet()#

TicketArchiveFlagSet()#

TicketArchiveFlagGet()#

TicketStateSet()#

TicketStateList()#

OwnerCheck()#

TicketOwnerSet()#

TicketOwnerList()#

TicketResponsibleSet()#

TicketResponsibleList()#

TicketInvolvedAgentsList()#

TicketPrioritySet()#

TicketPriorityList()#

HistoryTicketStatusGet()#

HistoryTicketGet()#

HistoryTypeLookup()#

HistoryAdd()#

HistoryGet()#

HistoryDelete()#

TicketAccountedTimeGet()#

TicketAccountTime()#

TicketMerge()#

TicketMergeDynamicFields()#

TicketMergeLinkedObjects()#

TicketWatchGet()#

TicketWatchSubscribe()#

TicketWatchUnsubscribe()#

TicketFlagSet()#

TicketFlagDelete()#

TicketFlagGet()#

TicketArticleStorageSwitch()#

TicketCheckForProcessType()#

TicketCalendarGet()#

SearchUnknownTicketCustomers()#

PRIVATE FUNCTIONS#

_TicketCacheClear()#

_TicketGetExtended()#

_TicketGetFirstResponse()#