TicketSearch#
NAME#
Kernel::System::Ticket::TicketSearch - ticket search lib
DESCRIPTION#
All ticket search functions.
TicketSearch()#
To find tickets in your system.
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’
@TicketIDs = ( 1, 2, 3 );
Result: ‘HASH’
%TicketIDs = (
1 => '2010102700001',
2 => '2010102700002',
3 => '2010102700003',
);
Result: ‘COUNT’
$TicketIDs = 123;
TicketCountByAttribute()#
Returns count of tickets per value for a specific attribute.
my $TicketCount = $TicketObject->TicketCountByAttribute(
Attribute => 'ServiceID',
TicketIDs => [ 1, 2, 3 ],
);
Returns:
$TicketCount = {
Attribute_Value_1 => 1,
Attribute_Value_2 => 3,
# ...
};
PRIVATE INTERFACE#
_TicketHistoryReferenceForSearchArgument#
Returns the ticket history reference to the given search argument.
my $Self->_TicketHistoryReferenceForSearchArgument(
Argument => '...' # argument name
);
- Result
undef- in case the argument is not mapped string - the ticket history reference name