Merge Ticket as a note

[ovron]

Hello

Now we have a filter that merge identical tickets.

Code: Select all

# --
# Kernel/System/PostMaster/Filter/MergeIdenticalTickets.pm - sub part of PostMaster.pm
# Copyright (C) 2014 Perl-Services.de, http://perl-services.de
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
	package Kernel::System::PostMaster::Filter::MergeIdenticalTickets;
	
 use strict;
 use warnings;
	
 use List::Util qw(first);
	
 our @ObjectDependencies = qw(
	Kernel::System::Ticket
	Kernel::System::Log
 );
 sub new {
	 my ( $Type, %Param ) = @_;
	 # allocate new hash for object
	 my $Self = {};
	 bless( $Self, $Type );
	 
	 $Self->{Debug} = $Param{Debug} || 0;

	 return $Self;
 }

 
 sub Run {
	 my ( $Self, %Param ) = @_;
	 
	 my $LogObject = $Kernel::OM->Get('Kernel::System::Log');
	
	 # check needed stuff
	 for my $Needed (qw(JobConfig GetParam)) {
		 if ( !$Param{$Needed} ) {
			 $LogObject->Log(
				 Priority => 'error',
				 Message => "Need $Needed!",
			 );
			 return;
		}
	}
	
	 # get config options
	 my %Config;
	 my %Metrics;

	 if ( $Param{JobConfig} && ref $Param{JobConfig} eq 'HASH' ) {
		 %Config = %{ $Param{JobConfig} };
		 %Metrics = %{ $Param{JobConfig}->{Metric} || {} };
 }

	return 1 if !%Config;
	return 1 if !%Metrics;

	my %Mail = %{ $Param{GetParam} };

	
	my %SearchCriteria = ( StateType => 'Open' );
	if ( $Metrics{From} ) {
		$SearchCriteria{From} = $Mail{From}
 }

	if ( $Metrics{Subject} ) {
		$SearchCriteria{Subject} = $Mail{Subject}
 }

	my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
	my @TicketIDs = $TicketObject->TicketSearch(
		%SearchCriteria,
		Result => 'ARRAY',
		UserID => 1,
	);

	return 1 if !@TicketIDs;

	my ($TicketID) = first { $_ ne $Param{TicketID} } reverse @TicketIDs;
	my ($HTMLFile) = first{ $_->{Filename} eq 'file-2' }@{ $Mail{Attachment} || [] };

	if ( $Metrics{HTMLBody} && $HTMLFile ) {
		my $Found = 0;

		POSSIBLETICKET:
		for my $PossibleTicket ( reverse @TicketIDs ) {
			next POSSIBLETICKET if $PossibleTicket eq $Param{TicketID};

			my %Article = $TicketObject->ArticleFirstArticle(
				TicketID => $PossibleTicket,
				UserID => 1,
			);

			my %AttachmentIndex = $TicketObject->ArticleAttachmentIndex(
				ArticleID => $Article{ArticleID},
				UserID => 1,
			);

			my ($FileID) = first { $AttachmentIndex{$_}->{Filename} eq 'file-2' }keys %AttachmentIndex;
			my %File = $TicketObject->ArticleAttachment(
				FileID => $FileID,
				ArticleID => $Article{ArticleID},
				UserID => 1,
			);

			if ( $File{Content} eq $HTMLFile->{Content} ) {
				$Found++;
				$TicketID = $PossibleTicket;
				last POSSIBLETICKET;
			}
	}
	$TicketID = undef if !$Found;
 }
 if ( $TicketID ) {
	$TicketObject->TicketMerge(
		MainTicketID => $TicketID,
		MergeTicketID => $Param{TicketID},
		UserID => 1,
	);
 }
 
 return 1;
}

1;

The problem is that everytime when he merge a ticket he create a new one. It is possible to add a identical ticket as a note?
So that we have 1 ticket with for example 5 notes?

Thanks.

[crythias]

So, if all tickets say "Help", they all are identical?

[ovron]

They check the sender and subject. If they are similar they will merge.

[reneeb]

This should be possible with a "pre"-filter. Can you open a issue at https://github.com/reneeb/otrs-MergeIdenticalTickets ? I try to implement that until next week...

[ovron]

Did it.

[reneeb]

Fixed as of version 4.0.2...

[ovron]

I tried it now but he merge still like a normal ticket and not as a note..

[reneeb]

Please check the SysConfig options. The "old" behaviour is still default, please activate the "pre" module and deactivate the "post" module...

[ovron]

I checked it. Now i've the settings like you said.
But the "pre" filter still don't work. He create two tickets which have the similar sender, subject and body.

[reneeb]

Can you post your configuration and the two mails (with replaced mailaddresses)?

[ovron]

Do you mean like this?

The mails:

--------------------
From: XXX
Sent: Mittwoch, 3. Juni 2015 11:13
To: XXX
Subject: Test1144

Test1144
--------------------

and attached you'll find the sysconf

[reneeb]

Thanks, I'll look at it tomorrow...

[ovron]

How is the status?

[ovron]

??