I think that I have the same problem, but the cause is the type of body content. If you send 2 e-mails identical with content type HTML it is working great, but if you send 2 e-mails identical with type plain/text it is not working, it never merge.
I am trying to solve this but I am not specialist in perl, see below my code, if you do the line (if ( $Article{Body} eq $Mail{Body} )) works I think this solve the problem:
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}
}
if ( $Metrics{Body} && !$Metrics{HTMLBody} ) {
$SearchCriteria{Body} = $Mail{Body}
}
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;
}
else {
my $Found = 0;
POSSIBLETICKET:
for my $PossibleTicket ( reverse @TicketIDs ) {
next POSSIBLETICKET if $PossibleTicket eq $Param{TicketID};
my %Article = $TicketObject->ArticleFirstArticle(
TicketID => $PossibleTicket,
UserID => 1,
);
if ( $Article{Body} eq $Mail{Body} ) {
$Found++;
$TicketID = $PossibleTicket;
last POSSIBLETICKET;
}
}
$TicketID = undef if !$Found;
}
if ( $TicketID ) {
$TicketObject->TicketMerge(
MainTicketID => $TicketID,
MergeTicketID => $Param{TicketID},
UserID => 1,
);
}
return 1;
}
1;