Chris,
I followed the steps I believe exactly and double checked even, I get this error
message when I select close on a ticket. I did see under each agent the ability
to get e-mail messages when a ticket was closed and I changed that option to
yes, I also added the stuff to sql... but I get this:
Software error:
Can't locate object method "GetAllUserIDsByQueueID" via package
"Kernel::System::Queue" at ../..//Kernel/Modules/AgentClose.pm line 130.
For help, please send mail to the webmaster ([EMAIL PROTECTED]),
giving this error message and the time and date of the error.
Any ideas?
Quoting Chris Peterson <[EMAIL PROTECTED]>:
> I was able to patch the system to send close notifications to agents who
> have the ticket's queue selected as one of their custom queues, but to
> do this requires modifications in a couple of places.
>
>
>
> First, in the defaults.pm file, I added the 'CloseNotify' option to the
> following code at the end of the mail management options:
>
>
>
> $Self->{PreferencesView} = {
>
> 'Mail Management' => [
>
> 'NewTicketNotify', 'FollowUpNotify', 'LockTimeoutNotify',
> 'MoveNotify', 'CloseNotify',
>
> ],
>
> Frontend => [
>
> 'Language', 'Theme', 'QueueViewShownTickets', 'QueueView',
> 'RefreshTime', 'CreateNextMask',
>
> ],
>
> 'Other Options' => [
>
> 'Password', 'CustomQueue', 'SpellDict', 'FreeText',
> 'Comment',
>
> ],
>
> };
>
>
>
> Later in this same file you will need to define this option as such:
>
>
>
> $Self->{PreferencesGroups}->{CloseNotify} = {
>
> Colum => 'Mail Management',
>
> Label => 'Close Notification',
>
> Desc => 'Send me a notification if a ticket in
> my custom queues is closed.',
>
> Type => 'Generic',
>
> Data => $Self->Get('YesNoOptions'),
>
> PrefKey => 'UserSendCloseNotification',
>
> Activ => 1,
>
> };
>
>
>
> In the AAAPreferences.dtl file, you should add the following code so
> that the new option is displayed on the preferences page:
>
>
>
> $Text{"Close notification"}
>
> $Text{"Send me a notification if a ticket in my custom queues is
> closed."}
>
>
>
> Finally, in the AgentClose.pm file, I added this code to the run
> subroutine:
>
>
>
> foreach($Self->{QueueObject}->GetAllUserIDsByQueueID(QueueID =>
> $QueueID)) {
>
> my %UserData =
> $Self->{UserObject}->GetUserData(UserID => $_);
>
> if
> ($UserData{UserSendCloseNotification}) {
>
>
> $Self->{TicketObject}->SendNotification (
>
> Type =>
> 'Close',
>
> UserData =>
> \%UserData,
>
>
> CustomerMessageParams => { Queue =>
> $Self->{QueueObject}->QueueLookup(QueueID => $QueueID) },
>
> TicketID =>
> $Self->{TicketID},
>
> UserID =>
> $Self->{UserID},
>
> );
>
> }
>
> }
>
>
>
> The entire run subroutine as it exists on my system is shown below so
> you can see where I inserted this:
>
>
>
> sub Run {
>
> my $Self = shift;
>
> my %Param = @_;
>
> my $Output;
>
>
>
> # check needed stuff
>
> if (!$Self->{TicketID}) {
>
> # error page
>
> $Output .= $Self->{LayoutObject}->Header(Title => 'Error');
>
> $Output .= $Self->{LayoutObject}->Error(
>
> Message => "Can't close Ticket, no TicketID is given!",
>
> Comment => 'Please contact the admin.',
>
> );
>
> $Output .= $Self->{LayoutObject}->Footer();
>
> return $Output;
>
> }
>
> # check permissions
>
> if (!$Self->{TicketObject}->Permission(
>
> Type => 'close',
>
> TicketID => $Self->{TicketID},
>
> UserID => $Self->{UserID})) {
>
> # error screen, don't show ticket
>
> return $Self->{LayoutObject}->NoPermission(WithHeader => 'yes');
>
> }
>
>
>
> my $Tn = $Self->{TicketObject}->GetTNOfId(ID => $Self->{TicketID});
>
> my $QueueID = $Self->{TicketObject}->GetQueueIDOfTicketID(TicketID
> => $Self->{TicketID});
>
>
>
> if ($Self->{Subaction} eq '' || !$Self->{Subaction}) {
>
> # get next states
>
> my %NextStates = $Self->{StateObject}->StateGetStatesByType(
>
> Type => 'DefaultCloseNext',
>
> Result => 'HASH',
>
> );
>
> # get possible notes
>
> my %DefaultNoteTypes =
> %{$Self->{ConfigObject}->Get('DefaultNoteTypes')};
>
> my %NoteTypes = $Self->{DBObject}->GetTableData(
>
> Table => 'article_type',
>
> Valid => 1,
>
> What => 'id, name'
>
> );
>
> foreach (keys %NoteTypes) {
>
> if (!$DefaultNoteTypes{$NoteTypes{$_}}) {
>
> delete $NoteTypes{$_};
>
> }
>
> }
>
> # move queues
>
> my $SelectedMoveQueue =
> $Self->{TicketObject}->GetQueueIDOfTicketID(
>
> TicketID => $Self->{TicketID},
>
> );
>
> my %MoveQueues = $Self->{QueueObject}->GetAllQueues(
>
> UserID => $Self->{UserID},
>
> Type => 'move',
>
> );
>
> # --
>
> # html header
>
> # --
>
> $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title
> => 'Close');
>
> # --
>
> # get lock state
>
> # --
>
> if (!$Self->{TicketObject}->IsTicketLocked(TicketID =>
> $Self->{TicketID})) {
>
> $Self->{TicketObject}->SetLock(
>
> TicketID => $Self->{TicketID},
>
> Lock => 'lock',
>
> UserID => $Self->{UserID}
>
> );
>
> if ($Self->{TicketObject}->SetOwner(
>
> TicketID => $Self->{TicketID},
>
> UserID => $Self->{UserID},
>
> NewUserID => $Self->{UserID},
>
> )) {
>
> # show lock state
>
> $Output .= $Self->{LayoutObject}->TicketLocked(TicketID
> => $Self->{TicketID});
>
> }
>
> }
>
> else {
>
> my ($OwnerID, $OwnerLogin) =
> $Self->{TicketObject}->CheckOwner(
>
> TicketID => $Self->{TicketID},
>
> );
>
> if ($OwnerID != $Self->{UserID}) {
>
> $Output .= $Self->{LayoutObject}->Warning(
>
> Message => "Sorry, the current owner is
> $OwnerLogin!",
>
> Comment => 'Please change the owner first.',
>
> );
>
> $Output .= $Self->{LayoutObject}->Footer();
>
> return $Output;
>
> }
>
> }
>
> # --
>
> # print form ...
>
> # --
>
>
>
> #Added by Chris Peterson, 10.04.2004
>
> #
>
> #Code to generate close notifications for all agents
>
> #that have subscribed to the custom queue in which the
>
> #ticket is located
>
>
>
>
> foreach($Self->{QueueObject}->GetAllUserIDsByQueueID(QueueID =>
> $QueueID)) {
>
> my %UserData =
> $Self->{UserObject}->GetUserData(UserID => $_);
>
> if
> ($UserData{UserSendCloseNotification}) {
>
>
> $Self->{TicketObject}->SendNotification (
>
> Type =>
> 'Close',
>
> UserData =>
> \%UserData,
>
>
> CustomerMessageParams => { Queue =>
> $Self->{QueueObject}->QueueLookup(QueueID => $QueueID) },
>
> TicketID =>
> $Self->{TicketID},
>
> UserID =>
> $Self->{UserID},
>
> );
>
> }
>
> }
>
>
>
> #End of 10.04.2004 addition
>
>
>
> $Output .= $Self->_Mask(
>
> TicketID => $Self->{TicketID},
>
> TicketNumber => $Tn,
>
> QueueID => $QueueID,
>
> NextStatesStrg => \%NextStates,
>
> NoteTypesStrg => \%NoteTypes,
>
> MoveQueues => \%MoveQueues,
>
> SelectedMoveQueue => $SelectedMoveQueue,
>
> );
>
> $Output .= $Self->{LayoutObject}->Footer();
>
> return $Output;
>
> }
>
> elsif ($Self->{Subaction} eq 'Store') {
>
> # store action
>
> my $StateID = $Self->{ParamObject}->GetParam(Param =>
> 'CloseStateID');
>
> my $NoteID = $Self->{ParamObject}->GetParam(Param =>
> 'CloseNoteID');
>
> my $Subject = $Self->{ParamObject}->GetParam(Param => 'Subject')
> || '';
>
> my $Text = $Self->{ParamObject}->GetParam(Param => 'Text') ||
>
> $Self->{ParamObject}->GetParam(Param => 'Body');
>
> my $TimeUnits = $Self->{ParamObject}->GetParam(Param =>
> 'TimeUnits') || 0;
>
> my $DestQueueID = $Self->{ParamObject}->GetParam(Param =>
> 'DestQueueID') || '';
>
> if (my $ArticleID = $Self->{TicketObject}->CreateArticle(
>
> TicketID => $Self->{TicketID},
>
> ArticleTypeID => $NoteID,
>
> SenderType => 'agent',
>
> From => "$Self->{UserFirstname} $Self->{UserLastname}
> <$Self->{UserEmail}>",
>
> Subject => $Subject,
>
> Body => $Text,
>
> ContentType => "text/plain;
> charset=$Self->{LayoutObject}->{'UserCharset'}",
>
> UserID => $Self->{UserID},
>
> HistoryType => 'AddNote',
>
> HistoryComment => 'Close Note added.',
>
> )) {
>
> # time accounting
>
> if ($TimeUnits) {
>
> $Self->{TicketObject}->AccountTime(
>
> TicketID => $Self->{TicketID},
>
> ArticleID => $ArticleID,
>
> TimeUnit => $TimeUnits,
>
> UserID => $Self->{UserID},
>
> );
>
> }
>
> # set state
>
> $Self->{TicketObject}->SetState(
>
> UserID => $Self->{UserID},
>
> TicketID => $Self->{TicketID},
>
> ArticleID => $ArticleID,
>
> StateID => $StateID,
>
> );
>
> # set queue
>
> if ($DestQueueID) {
>
> $Self->{TicketObject}->MoveByTicketID(
>
> TicketID => => $Self->{TicketID},
>
> UserID => $Self->{UserID},
>
> QueueID => $DestQueueID,
>
> );
>
> }
>
> # set lock
>
> $Self->{TicketObject}->SetLock(
>
> UserID => $Self->{UserID},
>
> TicketID => $Self->{TicketID},
>
> Lock => 'unlock'
>
> );
>
> # redirect
>
> my %StateData =
> $Self->{TicketObject}->{StateObject}->StateGet(
>
> ID => $StateID,
>
> );
>
> if ($StateData{TypeName} =~ /^close/i) {
>
> return $Self->{LayoutObject}->Redirect(OP =>
> $Self->{LastScreenQueue});
>
> }
>
> else {
>
> return $Self->{LayoutObject}->Redirect(OP =>
> $Self->{LastScreen});
>
> }
>
> }
>
> else {
>
> # error screen
>
> $Output .= $Self->{LayoutObject}->Header();
>
> $Output .= $Self->{LayoutObject}->Error(
>
> Comment => 'Please contact your admin'
>
> );
>
> $Output .= $Self->{LayoutObject}->Footer();
>
> return $Output;
>
> }
>
> }
>
> else {
>
> # error screen
>
> $Output .= $Self->{LayoutObject}->Header();
>
> $Output .= $Self->{LayoutObject}->Error(
>
> Message => 'Wrong Subaction!!',
>
> Comment => 'Please contact your admin'
>
> );
>
> $Output .= $Self->{LayoutObject}->Footer();
>
>
>
> return $Output;
>
> }
>
> }
>
>
>
> These are all the modifications that you should need to make to the
> code. You will need to add a new notification to the notifications
> table - you should enter Agent::Close in the notification_type field.
>
>
>
>
>
> The downside of modifying the code this way, as I discovered after
> making these changes is that the close notification is sent when the
> agent accesses the close ticket page, not when they actually close the
> ticket. Therefore, if they go to this page and do not actually close
> the ticket, a false notification will be sent. Perhaps someone else
> could suggest a cleaner way to implement this. I'm on a tight schedule
> though, and this was a sufficient fix for my company, so I don't have
> time to go back and review this code. Hope this helps.
>
>
>
> Christopher J. Peterson
>
> Compulit, Inc
>
> (616)285-9590
>
> [EMAIL PROTECTED]
>
>
>
>
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