Sample code for creating ticket

[vkandersv]

Hi,

Is there any nice/good/sweet sample code how to create a ticket the "right" way from a module - and perhaps doing some other stuff on the newly created ticket, such as adding link to another ticket, adding notes.

Sorry for asking such a basic question, but im just starting writing custom modules, and find that its not so easy to grasp the whole concept just from the manual

Anders

[jojo]

for creation of tickets via external tools please use the webservices. (Documentation on the Generic Interface and sample code can be found in the admin docs). Please have also a look on http://blog.otrs.org/2012/10/03/easy-ti ... interface/

[vkandersv]

im writing an ticket event module - so its not an external script. should i use the generic interface even though? i already have access to the ticketdata i need

[jojo]

you wan't to create a ticket on a ticket event ?

[vkandersv]

yes, not all events, but on a few specific events, for example, (just an example) when ticketstate changes from "open" to "placed", and the queue is "orders", then i want to have a couple of child tickets automatically created, for example one ticket in another queue named "cmdb registry", and a second in a queue named "human resources". this is just an example. but what i want to achieve is a simple workflow in our ticket system - without the need for one of our agents to create those workflow tickets automatically.

i know this could go badly wrong if im not careful.

[jojo]

webservice should also work for this...

[crythias]

You need to create a ticket, then create an article attached to the ticket.

http://dev.otrs.org

Code: Select all

TicketCreate()
creates a new ticket
    my $TicketID = $TicketObject->TicketCreate(
        Title        => 'Some Ticket Title',
        Queue        => 'Raw',            # or QueueID => 123,
        Lock         => 'unlock',
        Priority     => '3 normal',       # or PriorityID => 2,
        State        => 'new',            # or StateID => 5,
        CustomerID   => '123465',
        CustomerUser => 'customer@example.com',
        OwnerID      => 123,
        UserID       => 123,
    );

or

Code: Select all

    my $TicketID = $TicketObject->TicketCreate(
        TN            => $TicketObject->TicketCreateNumber(), # optional
        Title         => 'Some Ticket Title',
        Queue         => 'Raw',              # or QueueID => 123,
        Lock          => 'unlock',
        Priority      => '3 normal',         # or PriorityID => 2,
        State         => 'new',              # or StateID => 5,
        Type          => 'Incident',         # or TypeID => 1, not required
        Service       => 'Service A',        # or ServiceID => 1, not required
        SLA           => 'SLA A',            # or SLAID => 1, not required
        CustomerID    => '123465',
        CustomerUser  => 'customer@example.com',
        OwnerID       => 123,
        ResponsibleID => 123,                # not required
        ArchiveFlag   => 'y',                # (y|n) not required
        UserID        => 123,
    );

http://dev.otrs.org/3.1/Kernel/System/T ... ticle.html

[vkandersv]

Tnx,
ive started to investigate this, it seems like its possible to achieve what i want to do - and learn Perl at the same time

You need to create a ticket, then create an article attached to the ticket.

http://dev.otrs.org

Code: Select all

TicketCreate()
creates a new ticket
    my $TicketID = $TicketObject->TicketCreate(
        Title        => 'Some Ticket Title',
        Queue        => 'Raw',            # or QueueID => 123,
        Lock         => 'unlock',
        Priority     => '3 normal',       # or PriorityID => 2,
        State        => 'new',            # or StateID => 5,
        CustomerID   => '123465',
        CustomerUser => 'customer@example.com',
        OwnerID      => 123,
        UserID       => 123,
    );

or

Code: Select all

    my $TicketID = $TicketObject->TicketCreate(
        TN            => $TicketObject->TicketCreateNumber(), # optional
        Title         => 'Some Ticket Title',
        Queue         => 'Raw',              # or QueueID => 123,
        Lock          => 'unlock',
        Priority      => '3 normal',         # or PriorityID => 2,
        State         => 'new',              # or StateID => 5,
        Type          => 'Incident',         # or TypeID => 1, not required
        Service       => 'Service A',        # or ServiceID => 1, not required
        SLA           => 'SLA A',            # or SLAID => 1, not required
        CustomerID    => '123465',
        CustomerUser  => 'customer@example.com',
        OwnerID       => 123,
        ResponsibleID => 123,                # not required
        ArchiveFlag   => 'y',                # (y|n) not required
        UserID        => 123,
    );

http://dev.otrs.org/3.1/Kernel/System/T ... ticle.html