init III
This commit is contained in:
143
Perl OTRS/Kernel/System/GenericAgent/AutoPriorityIncrease.pm
Normal file
143
Perl OTRS/Kernel/System/GenericAgent/AutoPriorityIncrease.pm
Normal file
@@ -0,0 +1,143 @@
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# --
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# Copyright (C) 2001-2019 OTRS AG, https://otrs.com/
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# --
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# This software comes with ABSOLUTELY NO WARRANTY. For details, see
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# the enclosed file COPYING for license information (GPL). If you
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# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
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# --
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package Kernel::System::GenericAgent::AutoPriorityIncrease;
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use strict;
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use warnings;
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our @ObjectDependencies = (
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'Kernel::System::DateTime',
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'Kernel::System::Log',
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'Kernel::System::Priority',
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'Kernel::System::Ticket',
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);
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sub new {
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my ( $Type, %Param ) = @_;
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# allocate new hash for object
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my $Self = {};
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bless( $Self, $Type );
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# 0=off; 1=on;
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$Self->{Debug} = $Param{Debug} || 0;
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return $Self;
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}
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sub Run {
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my ( $Self, %Param ) = @_;
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my $Update = 0;
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my $LatestAutoIncrease = 0;
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# check needed param
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if ( !$Param{New}->{'TimeInterval'} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => 'Need TimeInterval param for GenericAgent module!',
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);
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return;
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}
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$Param{New}->{TimeInterval} = $Param{New}->{TimeInterval} * 60;
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# get ticket object
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my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
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# get ticket data
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my %Ticket = $TicketObject->TicketGet(
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%Param,
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DynamicFields => 0,
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);
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my @HistoryLines = $TicketObject->HistoryGet( %Param, UserID => 1 );
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# find latest auto priority update
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for my $History (@HistoryLines) {
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if ( $History->{Name} =~ /^AutoPriorityIncrease/ ) {
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$LatestAutoIncrease = $History->{CreateTime};
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}
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}
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if ( !$LatestAutoIncrease ) {
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$LatestAutoIncrease = $Ticket{Created};
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}
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# get time object
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my $DateTimeObject = $Kernel::OM->Create('Kernel::System::DateTime');
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my $SystemTime = $DateTimeObject->ToEpoch();
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$LatestAutoIncrease = $DateTimeObject->Set(
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String => $LatestAutoIncrease,
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);
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$LatestAutoIncrease = $LatestAutoIncrease ? $DateTimeObject->ToEpoch() : undef;
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if (
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( $SystemTime - $LatestAutoIncrease )
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> $Param{New}->{TimeInterval}
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)
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{
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$Update = 1;
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}
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# check if priority needs to be increased
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if ( !$Update ) {
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# do nothing
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if ( $Self->{Debug} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'debug',
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Message =>
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"Nothing to do on (Ticket=$Ticket{TicketNumber}/TicketID=$Ticket{TicketID})!",
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);
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}
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return 1;
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}
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# increase priority
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my $Priority = $Kernel::OM->Get('Kernel::System::Priority')->PriorityLookup(
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PriorityID => ( $Ticket{PriorityID} + 1 ),
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);
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# do nothing if already highest priority
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if ( !$Priority ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'notice',
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Message =>
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"Ticket=$Ticket{TicketNumber}/TicketID=$Ticket{TicketID} already set to higest priority! Can't increase priority!",
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);
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return 1;
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}
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# increase priority
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'notice',
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Message =>
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"Increase priority of (Ticket=$Ticket{TicketNumber}/TicketID=$Ticket{TicketID}) to $Priority!",
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);
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$TicketObject->TicketPrioritySet(
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TicketID => $Param{TicketID},
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PriorityID => ( $Ticket{PriorityID} + 1 ),
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UserID => 1,
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);
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$TicketObject->HistoryAdd(
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Name => "AutoPriorityIncrease (Priority=$Priority/PriorityID="
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. ( $Ticket{PriorityID} + 1 ) . ")",
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HistoryType => 'Misc',
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TicketID => $Param{TicketID},
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UserID => 1,
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CreateUserID => 1,
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);
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return 1;
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}
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1;
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@@ -0,0 +1,126 @@
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# --
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# Copyright (C) 2001-2019 OTRS AG, https://otrs.com/
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# --
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# This software comes with ABSOLUTELY NO WARRANTY. For details, see
|
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# the enclosed file COPYING for license information (GPL). If you
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||||
# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
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# --
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package Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue;
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use strict;
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use warnings;
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our @ObjectDependencies = (
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'Kernel::System::DateTime',
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'Kernel::System::Log',
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'Kernel::System::Queue',
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'Kernel::System::SLA',
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'Kernel::System::Ticket',
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'Kernel::System::User',
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);
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sub new {
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my ( $Type, %Param ) = @_;
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# allocate new hash for object
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my $Self = {};
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bless( $Self, $Type );
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# 0=off; 1=on;
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$Self->{Debug} = $Param{Debug} || 0;
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return $Self;
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}
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sub Run {
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my ( $Self, %Param ) = @_;
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# get ticket object
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my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
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# get ticket data
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my %Ticket = $TicketObject->TicketGet(
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%Param,
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DynamicFields => 0,
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);
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# get used calendar
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my $Calendar = $TicketObject->TicketCalendarGet(
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%Ticket,
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);
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# get time object
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my $StopDateTimeObject = $Kernel::OM->Create('Kernel::System::DateTime');
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# check if it is during business hours, then send escalation info
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my $StartDateTimeObject = $Kernel::OM->Create(
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'Kernel::System::DateTime',
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ObjectParams => {
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Epoch => $StopDateTimeObject->ToEpoch() - ( 10 * 60 ),
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}
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);
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my $CountedTime = StartDateTimeObject->Delta(
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DateTimeObject => $StopDateTimeObject,
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ForWorkingTime => 1,
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Calendar => $Calendar,
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);
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if ( !$CountedTime ) {
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if ( $Self->{Debug} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'debug',
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Message =>
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"Send no escalation for Ticket $Ticket{TicketNumber}/$Ticket{TicketID} because currently no working hours!",
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);
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}
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return 1;
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}
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# check if it's a escalation of escalation notification
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# check escalation times
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my $EscalationType = '';
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TYPE:
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for my $Type (
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qw(FirstResponseTimeEscalation UpdateTimeEscalation SolutionTimeEscalation
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FirstResponseTimeNotification UpdateTimeNotification SolutionTimeNotification)
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)
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{
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if ( defined $Ticket{$Type} ) {
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if ( $Type =~ /TimeEscalation$/ ) {
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$EscalationType = 'Escalation';
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last TYPE;
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}
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elsif ( $Type =~ /TimeNotification$/ ) {
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$EscalationType = 'EscalationNotifyBefore';
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last TYPE;
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}
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}
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}
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# check
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if ( !$EscalationType ) {
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if ( $Self->{Debug} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'debug',
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Message =>
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"Can't send escalation for Ticket $Ticket{TicketNumber}/$Ticket{TicketID} because ticket is not escalated!",
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);
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}
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return;
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}
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# trigger notification event
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$TicketObject->EventHandler(
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Event => 'Notification' . $EscalationType,
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Data => {
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TicketID => $Param{TicketID},
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CustomerMessageParams => \%Param,
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},
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UserID => 1,
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);
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return 1;
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}
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1;
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@@ -0,0 +1,127 @@
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# --
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# Copyright (C) 2001-2019 OTRS AG, https://otrs.com/
|
||||
# --
|
||||
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
|
||||
# the enclosed file COPYING for license information (GPL). If you
|
||||
# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
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# --
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package Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission;
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use strict;
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use warnings;
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our @ObjectDependencies = (
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'Kernel::System::DateTime',
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'Kernel::System::Group',
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'Kernel::System::Log',
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'Kernel::System::Queue',
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'Kernel::System::SLA',
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'Kernel::System::Ticket',
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'Kernel::System::User',
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);
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sub new {
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my ( $Type, %Param ) = @_;
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# allocate new hash for object
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my $Self = {};
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bless( $Self, $Type );
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# 0=off; 1=on;
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$Self->{Debug} = $Param{Debug} || 0;
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return $Self;
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}
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sub Run {
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my ( $Self, %Param ) = @_;
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# get ticket object
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my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
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# get ticket data
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my %Ticket = $TicketObject->TicketGet(
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%Param,
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DynamicFields => 0,
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);
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# get used calendar
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my $Calendar = $TicketObject->TicketCalendarGet(
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%Ticket,
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);
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# get time object
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my $StopDateTimeObject = $Kernel::OM->Create('Kernel::System::DateTime');
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# check if it is during business hours, then send escalation info
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my $StartDateTimeObject = $Kernel::OM->Create(
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'Kernel::System::DateTime',
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ObjectParams => {
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Epoch => $StopDateTimeObject->ToEpoch() - ( 10 * 60 ),
|
||||
}
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);
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my $CountedTime = StartDateTimeObject->Delta(
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DateTimeObject => $StopDateTimeObject,
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ForWorkingTime => 1,
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Calendar => $Calendar,
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||||
);
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if ( !$CountedTime ) {
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if ( $Self->{Debug} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
|
||||
Priority => 'debug',
|
||||
Message =>
|
||||
"Send no escalation for Ticket $Ticket{TicketNumber}/$Ticket{TicketID} because currently no working hours!",
|
||||
);
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||||
}
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return 1;
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}
|
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|
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# check if it's a escalation or escalation notification
|
||||
# check escalation times
|
||||
my $EscalationType = '';
|
||||
TYPE:
|
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for my $Type (
|
||||
qw(FirstResponseTimeEscalation UpdateTimeEscalation SolutionTimeEscalation
|
||||
FirstResponseTimeNotification UpdateTimeNotification SolutionTimeNotification)
|
||||
)
|
||||
{
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||||
if ( defined $Ticket{$Type} ) {
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if ( $Type =~ /TimeEscalation$/ ) {
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$EscalationType = 'Escalation';
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last TYPE;
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}
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elsif ( $Type =~ /TimeNotification$/ ) {
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$EscalationType = 'EscalationNotifyBefore';
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last TYPE;
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||||
}
|
||||
}
|
||||
}
|
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# check
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||||
if ( !$EscalationType ) {
|
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if ( $Self->{Debug} ) {
|
||||
$Kernel::OM->Get('Kernel::System::Log')->Log(
|
||||
Priority => 'debug',
|
||||
Message =>
|
||||
"Can't send escalation for Ticket $Ticket{TicketNumber}/$Ticket{TicketID} because ticket is not escalated!",
|
||||
);
|
||||
}
|
||||
return;
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||||
}
|
||||
|
||||
# trigger notification event
|
||||
$TicketObject->EventHandler(
|
||||
Event => 'Notification' . $EscalationType,
|
||||
Data => {
|
||||
TicketID => $Param{TicketID},
|
||||
CustomerMessageParams => \%Param,
|
||||
},
|
||||
UserID => 1,
|
||||
);
|
||||
|
||||
return 1;
|
||||
}
|
||||
|
||||
1;
|
||||
@@ -0,0 +1,163 @@
|
||||
# --
|
||||
# Copyright (C) 2001-2019 OTRS AG, https://otrs.com/
|
||||
# --
|
||||
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
|
||||
# the enclosed file COPYING for license information (GPL). If you
|
||||
# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
|
||||
# --
|
||||
|
||||
package Kernel::System::GenericAgent::TriggerEscalationStartEvents;
|
||||
|
||||
use strict;
|
||||
use warnings;
|
||||
|
||||
use List::Util qw(first);
|
||||
|
||||
our @ObjectDependencies = (
|
||||
'Kernel::Config',
|
||||
'Kernel::System::DateTime',
|
||||
'Kernel::System::Log',
|
||||
'Kernel::System::Queue',
|
||||
'Kernel::System::SLA',
|
||||
'Kernel::System::Ticket',
|
||||
);
|
||||
|
||||
sub new {
|
||||
my ( $Type, %Param ) = @_;
|
||||
|
||||
# allocate new hash for object
|
||||
my $Self = {};
|
||||
bless $Self, $Type;
|
||||
|
||||
# 0=off; 1=on;
|
||||
$Self->{Debug} = $Param{Debug} || 0;
|
||||
|
||||
return $Self;
|
||||
}
|
||||
|
||||
sub Run {
|
||||
my ( $Self, %Param ) = @_;
|
||||
|
||||
# get ticket object
|
||||
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
|
||||
|
||||
# get ticket data
|
||||
# the escalation properties are computed within TicketGet().
|
||||
my %Ticket = $TicketObject->TicketGet(
|
||||
%Param,
|
||||
DynamicFields => 0,
|
||||
);
|
||||
|
||||
# get used calendar
|
||||
my $Calendar = $TicketObject->TicketCalendarGet(
|
||||
%Ticket,
|
||||
);
|
||||
|
||||
# get time object
|
||||
my $StopDateTimeObject = $Kernel::OM->Create('Kernel::System::DateTime');
|
||||
|
||||
# check if it is during business hours, then send escalation info
|
||||
my $StartDateTimeObject = $Kernel::OM->Create(
|
||||
'Kernel::System::DateTime',
|
||||
ObjectParams => {
|
||||
Epoch => $StopDateTimeObject->ToEpoch() - ( 10 * 60 ),
|
||||
}
|
||||
);
|
||||
|
||||
my $CountedTime = $StartDateTimeObject->Delta(
|
||||
DateTimeObject => $StopDateTimeObject,
|
||||
ForWorkingTime => 1,
|
||||
Calendar => $Calendar,
|
||||
);
|
||||
|
||||
if ( !$CountedTime || !$CountedTime->{AbsoluteSeconds} ) {
|
||||
|
||||
if ( $Self->{Debug} ) {
|
||||
$Kernel::OM->Get('Kernel::System::Log')->Log(
|
||||
Priority => 'debug',
|
||||
Message =>
|
||||
"Send not escalation for Ticket $Ticket{TicketNumber}/$Ticket{TicketID} because currently no working hours!",
|
||||
);
|
||||
}
|
||||
|
||||
return 1;
|
||||
}
|
||||
|
||||
# needed for deciding whether events should be triggered
|
||||
my @HistoryLines = $TicketObject->HistoryGet(
|
||||
TicketID => $Ticket{TicketID},
|
||||
UserID => 1,
|
||||
);
|
||||
|
||||
# check if it's a escalation or escalation notification
|
||||
# check escalation times
|
||||
my %TicketAttr2Event = (
|
||||
FirstResponseTimeEscalation => 'EscalationResponseTimeStart',
|
||||
UpdateTimeEscalation => 'EscalationUpdateTimeStart',
|
||||
SolutionTimeEscalation => 'EscalationSolutionTimeStart',
|
||||
FirstResponseTimeNotification => 'EscalationResponseTimeNotifyBefore',
|
||||
UpdateTimeNotification => 'EscalationUpdateTimeNotifyBefore',
|
||||
SolutionTimeNotification => 'EscalationSolutionTimeNotifyBefore',
|
||||
);
|
||||
my @Events;
|
||||
|
||||
# triggering summary events is currently (2010-12-03) disabled
|
||||
#my ( $FoundEscalation, $FoundNotifyBefore ) = ( 0, 0 );
|
||||
ATTR:
|
||||
for my $Attr ( grep { defined $Ticket{$_} } sort keys %TicketAttr2Event ) {
|
||||
|
||||
# the decay time is configured in minutes
|
||||
my $DecayTimeInSeconds = $Kernel::OM->Get('Kernel::Config')->Get('OTRSEscalationEvents::DecayTime') || 0;
|
||||
|
||||
$DecayTimeInSeconds *= 60;
|
||||
|
||||
# get the last time this event was triggered
|
||||
# search in reverse order, as @HistoryLines sorted ascendingly by CreateTime
|
||||
if ($DecayTimeInSeconds) {
|
||||
my $PrevEventLine = first { $_->{HistoryType} eq $TicketAttr2Event{$Attr} }
|
||||
reverse @HistoryLines;
|
||||
if ( $PrevEventLine && $PrevEventLine->{CreateTime} ) {
|
||||
|
||||
my $PrevEventTime = $Kernel::OM->Create(
|
||||
'Kernel::System::DateTime',
|
||||
ObjectParams => {
|
||||
String => $PrevEventLine->{CreateTime},
|
||||
},
|
||||
);
|
||||
$PrevEventTime = $PrevEventTime ? $PrevEventTime->ToEpoch() : 0;
|
||||
|
||||
my $TimeSincePrevEvent = $StopDateTimeObject->ToEpoch() - $PrevEventTime;
|
||||
|
||||
next ATTR if $TimeSincePrevEvent <= $DecayTimeInSeconds;
|
||||
}
|
||||
}
|
||||
|
||||
# emit the event
|
||||
push @Events, $TicketAttr2Event{$Attr};
|
||||
}
|
||||
|
||||
for my $Event (@Events) {
|
||||
|
||||
# trigger the event
|
||||
$TicketObject->EventHandler(
|
||||
Event => $Event,
|
||||
UserID => 1,
|
||||
Data => {
|
||||
TicketID => $Param{TicketID},
|
||||
},
|
||||
UserID => 1,
|
||||
);
|
||||
|
||||
# log the triggered event in the history
|
||||
$TicketObject->HistoryAdd(
|
||||
TicketID => $Param{TicketID},
|
||||
HistoryType => $Event,
|
||||
Name => "%%$Event%%triggered",
|
||||
CreateUserID => 1,
|
||||
);
|
||||
}
|
||||
|
||||
return 1;
|
||||
}
|
||||
|
||||
1;
|
||||
Reference in New Issue
Block a user