Close ticket if merge

ovron · Post by **ovron** » 28 May 2015, 14:44

Hello

We have a filter that merge ticket as a note if the title is the same.

# --
# Kernel/System/PostMaster/Filter/MergeIdenticalTicketsPre.pm - sub part of PostMaster.pm
# Copyright (C) 2015 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::MergeIdenticalTicketsPre;

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 ($TicketID) = (reverse @TicketIDs)[0];
    my ($HTMLFile) = first{ $_->{Filename} eq 'file-2' }@{ $Mail{Attachment} || [] };

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

        POSSIBLETICKET:
        for my $PossibleTicket ( reverse @TicketIDs ) {
            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 ) {
        my $TicketNumber = $TicketObject->TicketNumberLookup(
            TicketID => $TicketID,
            UserID   => 1,
        );

        $Param{GetParam}->{Subject} = $TicketObject->TicketSubjectBuild(
            TicketNumber => $TicketNumber,
            Subject      => $Mail{Subject},
            Type         => 'New',
            NoCleanUp    => 1,
        );
    }

    return 1;
}

1;

How we have to edit the code that otrs automatically close the ticket if he merge?
Thanks.

reneeb · Post by **reneeb** » 28 May 2015, 18:07

(untested)

Add in the last if-block

Code: Select all

$Param{GetParam}->{'X-OTRS-FollowUp-State'} = 'closed successful';

ovron · Post by **ovron** » 01 Sep 2015, 13:54

I tried it and now it looks like this:

Code: Select all

#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} = substr( $Mail{Subject}, 0, 16) . '%';
    }

    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;
    }

    if ( $TicketID ) {
        $TicketObject->TicketMerge(
            MainTicketID  => $TicketID,
            MergeTicketID => $Param{TicketID},
            UserID        => 1,
        );

            $Param{GetParam}->{'X-OTRS-FollowUp-State'} = 'closed successful';
    }

    return 1;
}

1;

But it don't work..

Do you have another idea?

Thanks.

reneeb · Post by **reneeb** » 03 Sep 2015, 07:50

Try to use the TicketStateSet method (http://otrs.perl-services.de/docs/otrs/ ... icket.html)

ovron · Post by **ovron** » 03 Sep 2015, 10:11

I tried it like this:

Code: Select all

#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} = substr( $Mail{Subject}, 0, 16) . '%';
    }

    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;
    }

    if ( $TicketID ) {
        $TicketObject->TicketMerge(
            MainTicketID  => $TicketID,
            MergeTicketID => $Param{TicketID},
            UserID        => 1,
        );

       my $Success = $TicketObject->TicketStateSet(
       StateID  => 5,
       TicketID => 123, //Not sure
       UserID   => 1,
   );

    }

    return 1;
}

1;

Is this correct in the last if block?

Im not sure what I've to enter in TicketID.

It don't work like this..

reneeb · Post by **reneeb** » 03 Sep 2015, 11:10

Instead of a hardcoded stateid, I would use

Code: Select all

state => 'closed successful',

(or whatever state you want to use).

For comments, you have to use "#", not "//".

For TicketID: It depends on what ticket you want to close. If you want to use the main ticket (the ticket the other ticket is merged *into*), then use $TicketID, otherwise use $Param{TicketID}

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