144 lines
3.7 KiB
Perl
144 lines
3.7 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::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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