Hi folks,
I got a problem with a custom TicketCreate module that I'm working on.
Basically, what I want to do is on a TicketCreate is send a NewTicket
notification to all the agents that has selected the queue the ticket is
assigned to as "My Queues" even if the ticket was assigned an owner. Of
course this is built right into OTRS for tickets that are unlocked, but
we sometimes use OTRS to log simple tasks and assign the ticket to
ourselves. So I have this working... see below. However, the only
problem that I have is the notification itself contains no information
other than the queue it is. It's missing the customer info, the article
body... all the good stuff. I'm thinking that maybe the article has not
been created yet and it's an order thing? I'm not very Perl savvy so
any help would be greatly appreciated!
########################################################################
#################
package Kernel::System::Ticket::Event::EmailHelpDeskSuper;
use strict;
use Kernel::System::User;
use Kernel::System::Email;
use Kernel::System::Queue;
use vars qw($VERSION);
$VERSION = '$Revision: 1.4 $';
$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/;
sub new {
my $Type = shift;
my %Param = @_;
# allocate new hash for object
my $Self = {};
bless ($Self, $Type);
# check needed objects
foreach (qw(DBObject ConfigObject LogObject TicketObject)) {
$Self->{$_} = $Param{$_} || die "Got no $_!";
}
# 0=off; 1=on;
$Self->{Debug} = $Param{Debug} || 1;
$Self->{UserObject} = Kernel::System::User->new(%Param);
$Self->{EmailObject} = Kernel::System::Email->new(%Param);
$Self->{QueueObject} = Kernel::System::Queue->new(%Param);
return $Self;
}
sub Run {
my $Self = shift;
my %Param = @_;
# get ticket data
my %Ticket = $Self->{TicketObject}->TicketGet(%Param);
# check needed stuff
foreach (qw(TicketID Event Config)) {
if (!$Param{$_}) {
$Self->{LogObject}->Log(Priority => 'error', Message =>
"Need $_!");
return;
}
}
if ($Param{Event} eq 'TicketCreate') {
my %Ticket = $Self->{TicketObject}->TicketGet(TicketID =>
$Param{TicketID});
#if ($Ticket{State} eq 'New') {
# get agentss who are sucscribed the ticket queue to the custom
queues
my @UserIDs =
$Self->{TicketObject}->GetSubscribedUserIDsByQueueID(
QueueID => $Ticket{QueueID},
);
# send each agent the a notification
foreach my $UserID (@UserIDs) {
my %User = $Self->{UserObject}->GetUserData(UserID => $UserID,
Valid => 1);
if (%User) {
# send agent notification
$Self->{TicketObject}->SendAgentNotification(
Type => 'NewTicket',
UserData => \%User,
CustomerMessageParams => \%Param,
TicketID => $Param{TicketID},
UserID => 1,
);
}
elsif ($Param{Event} eq 'MoveTicket') {
my %Ticket = $Self->{TicketObject}->TicketGet(TicketID =>
$Param{TicketID});
# do some stuff
}
}
}
return 1;
}
1;
########################################################################
##############################################
Daniel Shue
Networking Engineer
Randolph County IT Department
725 McDowell Rd
Asheboro, NC 27203
Phone: (336) 318-6399
Fax: (336) 636-7699
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