Register own module - how?

[shostakovich]

I'm writing a module which does this:

- Fix a Tickets Priority value on TicketCreate depending on TicketFreeText14 value (Impact) and Ticket type. Currently I'm doing this with cron and GenericAgent, which is not nice.

I do not speak Perl fluently and need to test a bit and do debugging fun, so I'm using some HistoryAdd things in the module, BUT:

Nothing happens, I expected some http 500 Internal Servcer Error - I think the module is not properly registered.

- To Config.pm I added:

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    $Self->{'Ticket::EventModulePost'}->{'137-FixPriority'} =  {
      'Event' => '(TicketCreate)',
      'Module' => 'Kernel::System::Ticket::Event::FixPriority'
    };

- The module resides in ./otrs/Kernel/System/Ticket/Event/FixPriority.pm
- I've restarted Apache

Anything else I have to do?

Where can I see if the module is actually registered? Currently I do not know if it's either not registered or not triggered.

TIA
Michael

[renee]

Instead of HistoryAdd, you should use

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$Self->{LogObject}->Log( Priority => 'error', Message => 'Whatever you want to print' );

If you use a logfile, you can do a tail on it...

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tail -f /path/to/otrs.log

Please do this:

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> cd /opt/otrs/
> perl -IKernel/cpan-lib/ -cw Kernel/System/Ticket/Event/FixPriority.pm

When it says "Syntax OK", you won't get a 500 Internal Server Error

Next: use logging at the beginning of the subroutine "Run" (right after "my ($Self,%Param) = @_"). Create a ticket then and if the log message appears in you log, you know that your module is triggered.

[shostakovich]

Thanks Renee -- after some tests I see it already was registered - now the fun can begin. Actually I just need to manage to get TicketFreeText values and set Priority Values.

[renee]

Can you post your code and describe in detail what you want to achieve?

[shostakovich]

Thanks for your support! I want to do this (pseudo code), it's executed on TicketCreate:

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1. if ( $Ticket{Type} eq 'Service-Request' ) {
2.  IF ImpactID == 6 {
3.   set PriorityID=1
4.  }
5.  ELSIF ((ImpactID >6) && (ImpactID<9)){
6.   set PriorityID=2
7.  }
8. }

I'm almost done: I've managed to set the Prio-ID (with TicketPrioritySet) - I just have to sort out how to retrieve the ImpactID (TicketFreeText14 value) for lines 2 and 5.

[MichaelR]

TicketObject::TicketGet() will do that for you

[shostakovich]

Why doesn't this retrieve the Impact value (TicketFreeText14)?

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my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Param{Data}->{TicketID} );
if ( $Ticket{TicketFreeText14} == '7' ) { ...

I checked: $Ticket{TicketFreeText14} is empty, but in reality it is not. According to http://dev.otrs.org/3.0/Kernel/System/Ticket.html this should work, IMO. With $Ticket{TypeID} etc. I get a value in return... What am I doing wrong?

TIA
Michael

[crythias]

You need to have a UserID (such as UserID=>1) in your TicketGet, because it needs to know what permission to get on behalf of.

Get ticket info
my %Ticket = $TicketObject->TicketGet(
TicketID => 123,
UserID => 123,
);

[shostakovich]

Thanks, I already got this solved... http://forums.otrs.org/viewtopic.php?f=62&t=10992

The problem is, if you submit a phone ticket and your trigger is "TicketCreate", at that moment the TicketFreeText fields are still not known even though you defined everything in the "new phone ticket" window... Makes things difficult!

[ferrosti]

Can you help yourself using the ArticleFreeText fields instead?
You´d then still need a second job to do what you want.

[crythias]

You could choose ArticleCreate, perhaps. Just make sure you're looking at an articlecreate of a new ticket (sorry, I'm pulling this out of my head at the moment).

[shostakovich]

You could choose ArticleCreate, perhaps. Just make sure you're looking at an articlecreate of a new ticket (sorry, I'm pulling this out of my head at the moment).

In AdminNotificationEvent, you mean Event:ArticleCreate plus the ArticleType at the bottom of the page? But AFAICS I'd have to either chose email-external (for incoming mail) or phone (for phone tickets), but: they may occur more often in a tickets lifetime, I think?