Hi Peter,
I guess your script works for me... only you'd have to change
CustomerNo => $_->{'UserCustomerID'}, to CustomerID =>
$_->{'UserCustomerID'},
--
Michiel Beijen
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On Fri, Oct 9, 2009 at 9:23 PM, Peter Beckman <[email protected]> wrote:
> So I've worked some on a bulk script. The tickets are being created, and
> I'm even successfully associating the tickets to the Master!
>
> Unfortunately, I'm missing something. I sent an email to the Master
> ticket, and no emails went out to the other Slave Tickets.
>
> In the Web UI, the Master Ticket shows "MasterTicket: Master" and shows 3
> linked children, as expected. Looking at one of the slaves, it shows
> "MasterTicket: Slave" and Linked Parent to the correct Master.
>
> Free Fields correctly displays MasterTicket: Slave, and Link shows
> correctly linked Parent.
>
> Additionally, the correct Customer Info was displayed for the ticket, and
> the fake Phone Article I created had the correct email for the customer.
> Please note, this is using a config-based external Customer Database. I'm
> not sure if that has something to do with this, but I assume not.
>
> Here's the history for one of Slave Tickets after an email was sent to the
> Master Ticket:
>
> 10/09/2009 14:55:39 NewTicket New Ticket [102082813683]
> created (Q=Raw;P=3 normal;S=new). 10/09/2009 14:55:39 CustomerUpdate
> Updated: CustomerID=xxxx;customeruser=xxxxx...@xxxxxxxxxxxx;
> 10/09/2009 14:55:39 EmailCustomer Created by BulkTicket Script
> 10/09/2009 14:55:39 TicketFreeTextUpdate Updated:
> FreeKey12=MasterTicket;FreeText12=Slave; 10/09/2009 14:55:39
> TicketLinkAdd Added link to ticket "103395832887". 10/09/2009
> 14:57:13 Misc MasterTicket: no customer email found,
> send no master message to customer. 10/09/2009 14:57:13 StateUpdate
> Old: "new" New: "closed successful"
>
> I see the problem, no customer email found, but where am I not setting
> that? The %User object returns the customers email as UserID, and that is
> used in both the Ticket and Article creation.
>
> Any API hackers want to help? The documentation is pretty sparse when it
> comes to listing and explaining all possible values for Ticket Creation.
> Even LinkAdd() didn't mention "Direction" nor why it was excluded, if
> indeed that was on purpose.
>
> The code:
>
> ===========================================================================
>
>
> #!/usr/bin/perl -w
> # --
> # otrs.bulkSlaveTicketCreate
> #
> # Quickly Create multiple Slave tickets associated with a Master ticket #
> # Written by Peter Beckman <beckman at angryox dot com>
> # October 9, 2009
> # --
> # License: Creative Commons Attribution-Share Alike 3.0 United States
> License
> # More Info: http://creativecommons.org/licenses/by-sa/3.0/us/
> # This software comes with ABSOLUTELY NO WARRANTY.
> # --
>
> use File::Basename;
> use FindBin qw($RealBin);
> use lib dirname($RealBin);
> use lib dirname($RealBin)."/Kernel/cpan-lib";
> use Data::Dumper;
>
> use Kernel::Config;
> use Kernel::System::Encode;
> use Kernel::System::Log;
> use Kernel::System::Time;
> use Kernel::System::Main;
> use Kernel::System::DB;
> use Kernel::System::Ticket;
> use Kernel::System::CustomerUser;
> use Kernel::System::User;
>
> my $ConfigObject = Kernel::Config->new();
>
> my $EncodeObject = Kernel::System::Encode->new(
> ConfigObject => $ConfigObject,
> );
>
> my $LogObject = Kernel::System::Log->new(
> ConfigObject => $ConfigObject,
> EncodeObject => $EncodeObject,
> );
>
> my $TimeObject = Kernel::System::Time->new(
> LogObject => $LogObject,
> ConfigObject => $ConfigObject,
> );
>
> my $MainObject = Kernel::System::Main->new(
> LogObject => $LogObject,
> EncodeObject => $EncodeObject,
> ConfigObject => $ConfigObject,
> );
>
> my $DBObject = Kernel::System::DB->new(
> ConfigObject => $ConfigObject,
> EncodeObject => $EncodeObject,
> MainObject => $MainObject,
> LogObject => $LogObject,
> );
>
> my $UserObject = Kernel::System::User->new(
> ConfigObject => $ConfigObject,
> LogObject => $LogObject,
> MainObject => $MainObject,
> TimeObject => $TimeObject,
> DBObject => $DBObject,
> EncodeObject => $EncodeObject,
> );
>
> my $CustomerUserObject = Kernel::System::CustomerUser->new(
> ConfigObject => $ConfigObject,
> LogObject => $LogObject,
> DBObject => $DBObject,
> MainObject => $MainObject,
> EncodeObject => $EncodeObject,
> UserObject => $UserObject,
> );
>
> my $TicketObject = Kernel::System::Ticket->new(
> ConfigObject => $ConfigObject,
> LogObject => $LogObject,
> DBObject => $DBObject,
> MainObject => $MainObject,
> TimeObject => $TimeObject,
> EncodeObject => $EncodeObject,
> CustomerUserObject => $CustomerUserObject,
> UserObject => $UserObject,
> );
>
> my $LinkObject = Kernel::System::LinkObject->new(
> ConfigObject => $ConfigObject,
> LogObject => $LogObject,
> DBObject => $DBObject,
> TimeObject => $TimeObject,
> MainObject => $MainObject,
> EncodeObject => $EncodeObject,
> UserObject => $UserObject,
> );
>
> print "Enter Customer emails or IDs, separated by a comma.\n";
> my $userlist = &promptUser("Customer Emails/IDs");
>
> $userlist =~ s/\s+//g;
> my @users = split(/,/, $userlist);
>
> my @usergroup;
> foreach(@users) {
> my %List = $CustomerUserObject->CustomerSearch(
> Search => "*$_*"
> );
> if (!%List) {
> print "Could not find user matching $_\n";
> next;
> }
> my @Foo = keys %List;
> my %User = $CustomerUserObject->CustomerUserDataGet(
> User => $Foo[0],
> );
> print "User: " . $User{'UserFirstname'} ." UID: ".
> $User{'UserCustomerID'} ."\n";
> push @usergroup, \%User;
> }
>
> my $MasterTicketID = &promptUser("Master Ticket ID");
>
> my $UserID = &promptUser("Agent UserID (numeric)");
>
> # remove spaces
> # split into an array
> # foreach over the motherfucker to see if they are valid.
>
> # Create multiple tickets
> # Send multiple articles
>
> foreach(@usergroup) {
> print Dumper(\$_);
> print "User: " . $_->{'UserFirstname'} ." UID: ". $_->{'UserCustomerID'}
> ."\n";
> my $TicketID = $TicketObject->TicketCreate(
> TN => $TicketObject->TicketCreateNumber(),
> Queue => 'Raw',
> Lock => 'unlock',
> GroupID => 2,
> Priority => '3 normal',
> State => 'new',
> CustomerNo => $_->{'UserCustomerID'},
> CustomerUser => $_->{'UserID'},
> OwnerID => $UserID, # current owner
> UserID => $UserID,
> );
>
> if (!$TicketID) {
> print "Unable to create Ticket for " . $_->{'UserCustomerID'} ."\n";
> next;
> }
>
> print "Ticket (TicketID:$TicketID) created.\n";
>
> # Add an article here with the From set.
>
> my $ArticleID = $TicketObject->ArticleCreate(
> TicketID => $TicketID,
> ArticleType => 'phone', #
> email-external|email-internal|phone|fax|...
> SenderType => 'customer', # agent|system|customer
> From => $_->{'UserFirstname'} . '<' . $_->{'UserID'} .'>', # not
> required but useful
> Subject => 'New Slave Ticket', # required
> Body => 'New Bulk Slave Ticket', # required
> ContentType => 'text/plain; charset=UTF-8',
> HistoryType => 'EmailCustomer', #
> EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|...
> HistoryComment => 'Created by BulkTicket Script',
> UserID => $UserID,
> );
>
> if (!$ArticleID) {
> print "Unable to create Article for " . $_->{'UserCustomerID'}
> ."\n";
> next;
> }
>
> print "Article (ArticleID:$ArticleID) aded to TicketID $TicketID.\n";
>
> # Set Free Text to Slave. Not sure how to check if it worked.
>
> $TicketObject->TicketFreeTextSet(
> Counter => 12, # This seems to be TicketFreeText12, so use
> 12 here
> Key => "MasterTicket",
> Value => "Slave",
> TicketID => $TicketID, # The Slave TicketID
> UserID => $UserID,
> );
>
> # Link Ticket to Master as Slave. Even though the documentation on
> OTRS.org sucks anus,
> # The ParentChild type is what we want, and we want to set the Direction
> as Target from the master ticket.
>
> my $True = $LinkObject->LinkAdd(
> SourceObject => 'Ticket',
> SourceKey => $MasterTicketID, # Master Ticket ID
> TargetObject => 'Ticket',
> TargetKey => $TicketID, # Slave Ticket ID
> Type => 'ParentChild',
> Direction => 'Target',
> State => 'Valid',
> UserID => $UserID,
> );
>
> if (!$True) {
> print "Link to master failed for " . $_->{'UserCustomerID'} ."\n";
> next;
> }
>
> # OK, at this point, we should have a new ticket with an article
> attached
> # so a Master Action will send email to all Slaves.
> }
>
> # Taken without permission from
> # http://www.devdaily.com/perl/edu/articles/pl010005/pl010005.shtml
> # on February 2, 2009
> # modified to not be annoying about undefined values
>
> sub promptUser {
>
> local($promptString,$defaultValue) = @_;
>
> if (defined($defaultValue)) {
> print $promptString, "[", $defaultValue, "]: ";
> } else {
> print $promptString, ": ";
> }
>
> $| = 1; # force a flush after our print
> $_ = <STDIN>; # get the input from STDIN (presumably the
> keyboard)
>
> chomp;
>
> if (defined($defaultValue) and "$defaultValue") {
> return $_ ? $_ : $defaultValue; # return $_ if it has a value
> } else {
> return $_;
> }
> }
>
> exit (0);
>
> =======================================================================
>
>
>
> ---------------------------------------------------------------------------
> Peter Beckman Internet Guy
> [email protected]
> http://www.angryox.com/
> ---------------------------------------------------------------------------
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