my task ist to assign a ticket to a specific agent upon ticket creation based on an identification in the ticket title.
Since i'd need 30 GA-Jobs to assign "O01*" to agent1, "O02*" to agent 2 and so on, I decided to use one job with a custom module.
The module analyses the ticket title and performs the owner change - so far so good.
My problem is, that the new owner does not get the standard notification which triggers on 'NotificationOwnerUpdate'.
I try to raise the event, but that does not work.
the relevant part of the module below - is there anyone who can give me a hint what I'm doing wrong?
Thanks in advance
Code: Select all
$LogObject->Log( Priority => 'notice', Message => 'setting Ticket Owner: '.$Dispatcher, );
# set Owner and eventually Responsible to desired dispatcher
my $Success = $TicketObject->TicketOwnerSet(
TicketID => $Param{TicketID},
NewUser => $Dispatcher,
UserID => 1,
SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)
);
my $Success = $TicketObject->TicketLockSet(
Lock => 'lock',
TicketID => $Param{TicketID},
UserID => 1,
SendNoNotification => 0, # optional 1|0 (send no agent and customer notification)
);
# clear ticket cache
# otherwise notification gets its value from old (cached) value
$TicketObject->_TicketCacheClear( TicketID => $Param{TicketID} );
# raise event to inform the user
$Self->EventHandler(
# Event => 'NotificationOwnerUpdate',
Event => 'TicketOwnerUpdate',
Data => {
TicketID => $Param{TicketID},
},
UserID => 1,
);
