Ticket assigning

rapidboy · Post by **rapidboy** » 23 Apr 2013, 14:01

hello Guys i'm newbie to OTRS.
In OTRS New tickets in my application goes/assign to root always, and i want to make my application that work like the AutoTicketAssign to online Agents.
how i can do it ?

jojo · Post by **jojo** » 23 Apr 2013, 14:14

Auto Assigning needs custom development

rapidboy · Post by **rapidboy** » 23 Apr 2013, 14:34

Tell me how can i put that functionality to my application with custom development.

Thanks,

rapidboy · Post by **rapidboy** » 23 Apr 2013, 14:34

rapidboy wrote:Tell me how can i put that functionality into my application with custom development.

Thanks,

jojo · Post by **jojo** » 23 Apr 2013, 14:46

Hire a developer with OTRS knowledge or start reading the developer docs and get some PERL knowledge

rapidboy · Post by **rapidboy** » 23 Apr 2013, 14:57

I read OTRS developer's Manual available on Internet, & got some knowledge from it but not able to know where i have to Modify my code ..

jojo · Post by **jojo** » 23 Apr 2013, 16:03

Have a look here: viewtopic.php?f=53&t=20169&p=79524&hili ... tch#p79524

This is not an easy task which can be performed without deeper OTRS knowledge

rapidboy · Post by **rapidboy** » 25 Apr 2013, 09:15

Thanks for your Reply.

You are right it needs custom development but is there any hint to add/modify inside my code to make my application with Auto Ticket Assigning.
Thank You very much.

jojo · Post by **jojo** » 25 Apr 2013, 09:56

did you read the link?

reneeb · Post by **reneeb** » 25 Apr 2013, 10:19

jojo mentioned it in the other thread: Use an event module...

It should listen to the "TicketCreate" event. The module should check whether the root user is the owner. If so, get a list of online agents and assign the ticket to one of them. How to get the list of online agents can be found in the Perl sources...

Post by **crythias** » 25 Apr 2013, 13:38

There are a lot of reasons why auto ticket assigning is a bad idea and almost no good reasons to implement it.

Let's say you only want to assign tickets to agents that are online now. I tell you what, I don't want to be the first one/only one in the interface because everyone else is out for lunch, or gone for the day or not clocked in yet... Especially the morning when any non-assigned tickets overnight automatically get assigned to me because I happen to be online.

"That's okay," you say, "You can just assign the ticket to someone else."
But that involves some sort of communication to make sure the ticket can be handled by the other owner. I could do what OTRS would do: randomly pick someone to handle the ticket or assign 50% of my new tickets to the *next* person online. This requires some non-laziness brain power on the part of some human to do this, but if the human followed the algorithm defined in OTRS, it should just work perfectly, just like it worked when the only person online got all the new tickets.

Don't be lazy. And don't let a computer program do a human's job.

Another reason not to auto-assign tickets:
John "knows" this particular new ticket issue/customer better than another. Well, OTRS just sent it to newbie Tom who might make a complete mess of this. John could have known about it and worked on it, but Tom has it now and maybe the customer may receive less than satisfactory results for this issue.

For more on this, read this post: viewtopic.php?f=62&t=20268#p80003

rapidboy · Post by **rapidboy** » 25 Apr 2013, 14:17

Thank you very much for very use-full Answer.
Ok but Can i make Queue to Assign Tickets to Agents from Admin side.

Post by **crythias** » 25 Apr 2013, 16:31

rapidboy wrote:Can i make Queue to Assign Tickets to Agents from Admin side.

No. Queues don't know anything about agents.

rapidboy · Post by **rapidboy** » 29 Apr 2013, 14:45

hi guys i just develop a new Event Module for Auto Ticket Assigning with the help of Manual & Internet.
But i'm little unlucky to Assign/Set Responsible & Owner to some agent rather than assigning to root.

Please help me to get out of this.
-----------------------------------------------------------------------------------

Code: Select all

# Kernel/System/Ticket/Event/AutoTicketAssigning.pm - 

# set Ticket Owner & Responsible automatically for new ticket 

package Kernel::System::Ticket::Event::AutoTicketAssigning;

use strict;
use warnings;

use vars qw($VERSION);
$VERSION = qw($Revision: 1.2 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = {};
    bless( $Self, $Type );

    # get needed objects
    for (
        qw(ConfigObject TicketObject DBObject LogObject UserObject CustomerUserObject SendmailObject TimeObject EncodeObject)
        )
    {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    return $Self;
}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(Data Event Config)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }
    for (qw(TicketID)) {
        if ( !$Param{Data}->{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_ in Data!" );
            return;
        }
    }

    if ( ($Param{Event} eq 'TicketCreate'){
       # my $Priority = $Self->{ConfigObject}->Get( 'Workshop::AutoTicketAssigning' );
        my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Param{Data}->{TicketID});
        

        if ( $Ticket{State} eq 'new' ) {
           # $Self->{'Ticket::Responsible'} =  '14';
            # do some stuff
            # check responible update
        if ( $Ticket{ResponsibleID} == 1 && $Param{UserID} != 1 ) {
        $Self->{TicketObject}->TicketResponsibleSet(
            TicketID           => $Param{Data}->{TicketID},
            NewUserID          => $Ticket{OwnerID}-> '14',
            SendNoNotification => 1,
            UserID             => $Param{UserID},
        );
            }
        
        }
    


    }
    return 1;
}

1;

Post by **crythias** » 29 Apr 2013, 15:44

You realize you're spending time on things that you'll still need a human to fix after it "works", but ... okay. (Think about it ... you're assigning the same responsible to every ticket in the queue. So ... why bother having anyone else in that queue?)

Nonetheless, it's not likely someone is going to plug your code into an environment because you say it doesn't work for you. Especially since you don't exactly explain what it is/isn't doing, error messages, etc.

I don't see any xml code, so there might be that, too.

You're not supplying a UserID to TicketGet, so there's no permission for you to return a TicketID.

Check your logs.

What's crazy about this is the following: your code says/is trying to say, "Hey, if a ticket is created by a human, and the human assigns the ResponsibleID to 1/root@localhost, change the Responsible to ID 14"
So why not set this in the .dtl as javascript and save yourself some programming hassle?

rapidboy · Post by **rapidboy** » 29 Apr 2013, 15:53

I have my XML too..
But i want to make it Auto Ticket Assigning & what reneeb suggested it to me... create a Event-Module that listen to TicketCreate.
kindly share some wisdom here.
------------------------------------------------------------------

Code: Select all

<?xml version="1.0" encoding="iso-8859-1"?>
<otrs_config version="1.0" init="Application">
    <ConfigItem Name="Ticket::EventModule-AutoTicketAssigning" Required="0" Valid="1">
        <Description Translatable="1">Set Ticket Owner & Responsible Automatically.</Description>
        <Group>OTRS-Workshop</Group>
        <SubGroup>EventModule</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::System::Ticket::Event::AutoTicketAssigning</Item>
                <Item Key="Event">TicketCreate</Item>
            </Hash>
        </Setting>
    </ConfigItem>
    <ConfigItem Name="Workshop::Priority" Required="1" Valid="1">
        <Description Translatable="1">Set New tickets Owner & Responsible Automatically.</Description>
        <Group>OTRS-Workshop</Group>
        <SubGroup>EventModule</SubGroup>
        <Setting>
            <String Regex="">5 very high</String>
        </Setting>
    </ConfigItem>
</otrs_config>

reneeb · Post by **reneeb** » 29 Apr 2013, 16:24

Here you can find some code on how to get the online users: Kernel::Output::HTML::DashboardUserOnline (https://github.com/OTRS/otrs/blob/rel-3 ... rOnline.pm)

Randomize the list of users and pick the first one (http://perlgems.blogspot.co.il/2013/04/ ... array.html) - or apply any other algorithm to determine who should be the owner/responsible.

rapidboy · Post by **rapidboy** » 30 Apr 2013, 10:51

Thanks bro.... Session give me the data of Online Users & i will assign one of them with random function ..
But problem is, how can i set the Responsible & Owner in this section of code in my Event Module( AutoTicketAssigning.pm ) that listen to CreateTicket !!

Code: Select all

if ( $Param{Event} eq 'TicketCreate' ) {
       
        my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Param{Data}->{TicketID} );
        
        if ( $Ticket{State} eq 'new' ) {
            # do some stuff
            $Self->{TicketObject}->TicketResponsibleSet(
            TicketID           => $Param{Data}->{TicketID},
            Lock               => 'Lock',
            SendNoNotification => 1,
            OwnerID            => 14, 
            ResponsibleID      => 14,
            );
        }
    }
    return 1;
}

1;

reneeb · Post by **reneeb** » 30 Apr 2013, 13:14

Have a look at the Ticket API: http://dev.otrs.org/ (Select you OTRS version and then look at Kernel::System::Ticket)

rapidboy · Post by **rapidboy** » 30 Apr 2013, 14:23

I'm using OTRS 3.1,

i consult with API & trying to Assign Ticket to Hard-code value of ResponsibleID = 14 but it did't make any Success

-----------------------------------------------------------------------------------------------------------------------------------------------

Code: Select all

# Kernel/System/Ticket/Event/AutoTicketAssigning.pm - set priority automagically

package Kernel::System::Ticket::Event::AutoTicketAssigning;

use strict;
use warnings;

use vars qw($VERSION);
$VERSION = qw($Revision: 1.2 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = {};
    bless( $Self, $Type );

    # get needed objects
    for (
        qw(ConfigObject TicketObject DBObject LogObject UserObject CustomerUserObject SendmailObject TimeObject EncodeObject)
        )
    {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    return $Self;
}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(Data Event Config)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }
    for (qw(TicketID)) {
        if ( !$Param{Data}->{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_ in Data!" );
            return;
        }
    }

    if ( $Param{Event} eq 'TicketCreate' ) {
       
        my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Param{Data}->{TicketID} );
        if($Ticket{ResponsibleID}==1 && $Ticket{UserID}!=1){
        if ( $Ticket{State} eq 'Pending Customer' ) {
            # do some stuff
        $Self->{TicketObject}->TicketResponsibleSet(
        Title         => 'Some Ticket Title',
        # Queue         => 'Raw',              
        Lock          => 'lock',
        Priority      => '3 normal',         
        State         => 'Pending Customer',         
        Service       => 'Service A',        
        CustomerID    => '1122',
        OwnerID       => 14,
        ResponsibleID => 14,                
        ArchiveFlag   => 'y',                
    );
        }
    }
    
    }
    return 1;
}

1;

reneeb · Post by **reneeb** » 30 Apr 2013, 15:28

1.) Your code doesn't look like the code in the API. From the docs:

Code: Select all

    my $Success = $TicketObject->TicketResponsibleSet(
        TicketID  => 123,
        NewUserID => 555,
        UserID    => 213,
    );

You have to replace the numbers with the actual values

2.) Did you enable the event module? (see http://doc.otrs.org/developer/3.1/en/ht ... dp39885424)

Code: Select all

    <ConfigItem Name="Ticket::EventModulePost###109-AssignTicket" Required="0" Valid="1">
        <Description Translatable="1">description.</Description>
        <Group>Ticket</Group>
        <SubGroup>Core::Ticket</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::System::Ticket::Event::AutoTicketAssigning</Item>
                <Item Key="Event">(TicketCreate)</Item>
            </Hash>
        </Setting>
    </ConfigItem>

(From: http://otrs.perl-services.de/stuff/Konfiguration.txt)

3.) Did you check the log files?

rapidboy · Post by **rapidboy** » 02 May 2013, 15:08

My Log files give an this kind of message , & still not assigning the ticket to Hard-code Agent !!

Thu May 2 19:02:08 2013

Message: Need CustomerID!

Traceback (2796):
Module: Kernel::System::CustomerCompany::CustomerCompanyGet (v1.26.2.4) Line: 281
Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.47) Line: 366
Module: Kernel::Modules::AgentDashboard::_Element (v1.29) Line: 513
Module: Kernel::Modules::AgentDashboard::Run (v1.29) Line: 350
Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_20_28x86_29_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version)
.
.
.

rapidboy · Post by **rapidboy** » 02 May 2013, 15:09

My AutoTicketAssigning Code ... My Module is register & i check in Admin->Frameworks->Ticket:core !!

Please Help me to get out it

!!

Code: Select all

package Kernel::System::Ticket::Event::AutoTicketAssigning;
use strict;
use warnings;

use vars qw($VERSION);
$VERSION = qw($Revision: 1.5 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = {};
    bless( $Self, $Type );

    # get needed objects
    for (qw(ConfigObject TicketObject LogObject UserObject CustomerUserObject SendmailObject ParamObject DBObject TimeObject UserObject)) {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }
    return $Self;
}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(Data Event Config UserID)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }
    for (qw(TicketID)) {
        if ( !$Param{Data}->{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_ in Data!" );
            return;
        }
    }

     if ( $Param{Event} eq 'TicketCreate' ) {
    # get current ticket data
    my %Ticket = $Self->{TicketObject}->TicketGet(
        TicketID      => $Param{Data}->{TicketID},
        UserID        => $Param{UserID},
        DynamicFields => 0,
    );
   
   if ( $Ticket{State} eq 'new' ) {
    my $Success = $TicketObject->TicketResponsibleSet(
        TicketID  => $Param{Data}->{TicketID},
        NewUserID => 14,
        UserID    => $Param{UserID},
    );

     }
       }
     }
    return 1;
}

1;

reneeb · Post by **reneeb** » 02 May 2013, 16:33

rapidboy wrote:My Log files give an this kind of message , & still not assigning the ticket to Hard-code Agent !!

Thu May 2 19:02:08 2013

Message: Need CustomerID!

Traceback (2796):
Module: Kernel::System::CustomerCompany::CustomerCompanyGet (v1.26.2.4) Line: 281
Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.47) Line: 366

This has nothing to do with your event module...

Add debugging output at the beginning of the Run method:

Code: Select all

$Self->{LogObject}->Log( Priority => 'error', Message => 'Run my event module...' );

And search for that message in the logs...

rapidboy · Post by **rapidboy** » 02 May 2013, 17:34

No it doesn't show Run my event module... in log Files

reneeb · Post by **reneeb** » 02 May 2013, 17:59

Your code has several syntax errors!

rapidboy · Post by **rapidboy** » 03 May 2013, 09:07

Ya you are right there is some error in my code

And My Log Files !!

Code: Select all

Message: Need CustomerID!

 Traceback (3800): 
   Module: Kernel::System::CustomerCompany::CustomerCompanyGet (v1.26.2.4) Line: 281
   Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.47) Line: 366
   Module: Kernel::Modules::AgentDashboard::_Element (v1.29) Line: 513
  .
  .
  .bla bla blaa

And it gives me an Error when i make a Ticket from Customer Side & click on submit button ...... !!
Please view the Attachment !!

reneeb · Post by **reneeb** » 03 May 2013, 11:54

Are there more entries in the log files?

rapidboy · Post by **rapidboy** » 03 May 2013, 12:50

Log File Always Repeat that Error Message !!

ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Fri May 3 16:30:01 2013

Message: Need CustomerID!

Traceback (2588):
Module: Kernel::System::CustomerCompany::CustomerCompanyGet (v1.26.2.4) Line: 281
Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.47) Line: 366
Module: Kernel::Modules::AgentDashboard::_Element (v1.29) Line: 513
Module: Kernel::Modules::AgentDashboard::Run (v1.29) Line: 350
Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_20_28x86_29_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49
Module: (eval) (v1.90) Line: 204
Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

Post by **crythias** » 03 May 2013, 15:30

Your error doesn't appear to be related to your custom code that you've presented. It's coming from Kernel/Output/HTML/DashboardTicketGeneric which is likely to be an issue with the same named .dtl file trying to present content it doesn't have enough information to present. This is separate from the other assignment code.

Znuny Open Source Ticketsystem

Ticket assigning

Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning

Re: Ticket assigning