313 lines
8.6 KiB
Perl
313 lines
8.6 KiB
Perl
# --
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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::ProcessManagement::TransitionAction::TicketSLASet;
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use strict;
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use warnings;
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use utf8;
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use Kernel::System::VariableCheck qw(:all);
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use parent qw(Kernel::System::ProcessManagement::TransitionAction::Base);
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our @ObjectDependencies = (
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'Kernel::System::Log',
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'Kernel::System::SLA',
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'Kernel::System::Ticket',
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);
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=head1 NAME
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Kernel::System::ProcessManagement::TransitionAction::TicketSLASet - A module to set the ticket SLA
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=head1 DESCRIPTION
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All TicketSLASet functions.
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=head1 PUBLIC INTERFACE
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=head2 new()
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Don't use the constructor directly, use the ObjectManager instead:
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my $TicketSLASetObject = $Kernel::OM->Get('Kernel::System::ProcessManagement::TransitionAction::TicketSLASet');
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=cut
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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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return $Self;
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}
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=head2 Run()
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Run Data
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my $TicketSLASetResult = $TicketSLASetActionObject->Run(
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UserID => 123,
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Ticket => \%Ticket, # required
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ProcessEntityID => 'P123',
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ActivityEntityID => 'A123',
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TransitionEntityID => 'T123',
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TransitionActionEntityID => 'TA123',
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Config => {
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SLA => 'MySLA',
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# or
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SLAID => 123,
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UserID => 123, # optional, to override the UserID from the logged user
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}
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);
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Ticket contains the result of TicketGet including DynamicFields
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Config is the Config Hash stored in a Process::TransitionAction's Config key
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Returns:
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$TicketSLASetResult = 1; # 0
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=cut
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sub Run {
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my ( $Self, %Param ) = @_;
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# define a common message to output in case of any error
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my $CommonMessage = "Process: $Param{ProcessEntityID} Activity: $Param{ActivityEntityID}"
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. " Transition: $Param{TransitionEntityID}"
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. " TransitionAction: $Param{TransitionActionEntityID} - ";
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# check for missing or wrong params
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my $Success = $Self->_CheckParams(
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%Param,
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CommonMessage => $CommonMessage,
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);
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return if !$Success;
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# override UserID if specified as a parameter in the TA config
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$Param{UserID} = $Self->_OverrideUserID(%Param);
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# use ticket attributes if needed
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$Self->_ReplaceTicketAttributes(%Param);
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if ( !$Param{Config}->{SLAID} && !$Param{Config}->{SLA} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => $CommonMessage . "No SLA or SLAID configured!",
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);
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return;
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}
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if ( !$Param{Ticket}->{ServiceID} && !$Param{Ticket}->{Service} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => $CommonMessage . "To set a SLA the ticket requires a service!",
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);
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return;
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}
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$Success = 0;
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# If Ticket's SLAID is already the same as the Value we
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# should set it to, we got nothing to do and return success
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if (
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defined $Param{Config}->{SLAID}
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&& defined $Param{Ticket}->{SLAID}
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&& $Param{Config}->{SLAID} eq $Param{Ticket}->{SLAID}
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)
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{
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return 1;
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}
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# If Ticket's SLAID is not the same as the Value we
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# should set it to, set the SLAID
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elsif (
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(
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defined $Param{Config}->{SLAID}
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&& defined $Param{Ticket}->{SLAID}
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&& $Param{Config}->{SLAID} ne $Param{Ticket}->{SLAID}
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)
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|| !defined $Param{Ticket}->{SLAID}
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)
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{
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# check if serivce is assigned to Service otherwise return
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$Success = $Self->_CheckSLA(
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ServiceID => $Param{Ticket}->{ServiceID},
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SLAID => $Param{Config}->{SLAID},
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);
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if ( !$Success ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => $CommonMessage
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. 'SLAID '
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. $Param{Config}->{SLAID}
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. ' is not assigned to Service '
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. $Param{Ticket}->{Service}
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);
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return;
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}
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# set ticket SLA
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$Success = $Kernel::OM->Get('Kernel::System::Ticket')->TicketSLASet(
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TicketID => $Param{Ticket}->{TicketID},
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SLAID => $Param{Config}->{SLAID},
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UserID => $Param{UserID},
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);
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if ( !$Success ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => $CommonMessage
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. 'Ticket SLAID '
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. $Param{Config}->{SLAID}
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. ' could not be updated for Ticket: '
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. $Param{Ticket}->{TicketID} . '!',
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);
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}
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}
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# If Ticket's SLA is already the same as the Value we
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# should set it to, we got nothing to do and return success
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elsif (
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defined $Param{Config}->{SLA}
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&& defined $Param{Ticket}->{SLA}
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&& $Param{Config}->{SLA} eq $Param{Ticket}->{SLA}
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)
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{
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return 1;
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}
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# If Ticket's SLA is not the same as the Value we
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# should set it to, set the SLA
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elsif (
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(
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defined $Param{Config}->{SLA}
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&& defined $Param{Ticket}->{SLA}
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&& $Param{Config}->{SLA} ne $Param{Ticket}->{SLA}
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)
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|| !defined $Param{Ticket}->{SLA}
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)
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{
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my $SLAID = $Kernel::OM->Get('Kernel::System::SLA')->SLALookup(
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Name => $Param{Config}->{SLA},
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);
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if ( !$SLAID ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => $CommonMessage
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. 'SLA '
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. $Param{Config}->{SLA}
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. ' is invalid!'
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);
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return;
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}
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# check if SLA is assigned to Service, otherwise return
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$Success = $Self->_CheckSLA(
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ServiceID => $Param{Ticket}->{ServiceID},
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SLAID => $SLAID,
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);
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if ( !$Success ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => $CommonMessage
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. 'SLA '
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. $Param{Config}->{SLA}
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. ' is not assigned to Service '
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. $Param{Ticket}->{Service}
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);
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return;
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}
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# set ticket SLA
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$Success = $Kernel::OM->Get('Kernel::System::Ticket')->TicketSLASet(
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TicketID => $Param{Ticket}->{TicketID},
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SLA => $Param{Config}->{SLA},
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UserID => $Param{UserID},
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);
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if ( !$Success ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => $CommonMessage
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. 'Ticket SLA '
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. $Param{Config}->{SLA}
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. ' could not be updated for Ticket: '
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. $Param{Ticket}->{TicketID} . '!',
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);
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}
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}
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else {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => $CommonMessage
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. "Couldn't update Ticket SLA - can't find valid SLA parameter!",
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);
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return;
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}
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return $Success;
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}
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=begin Internal:
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=head2 _CheckSLA()
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checks if a SLA is assigned to a Service
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my $Success = _CheckSLA(
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ServiceID => 123,
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SLAID => 123,
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);
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Returns:
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$Success = 1; # or undef
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=cut
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sub _CheckSLA {
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my ( $Self, %Param ) = @_;
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# get a list of assigned SLAs to the Service
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my %SLAs = $Kernel::OM->Get('Kernel::System::SLA')->SLAList(
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ServiceID => $Param{ServiceID},
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UserID => 1,
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);
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# return failure if there are no assigned SLAs for this Service
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return if !IsHashRefWithData( \%SLAs );
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# return failure if the the SLA is not assigned to the Service
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return if !$SLAs{ $Param{SLAID} };
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# otherwise return success
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return 1;
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}
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1;
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=end Internal:
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=head1 TERMS AND CONDITIONS
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This software is part of the OTRS project (L<https://otrs.org/>).
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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 L<https://www.gnu.org/licenses/gpl-3.0.txt>.
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=cut
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