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1462d52e131e6d8d14cf000da905b690c90edf8b
scripts/Perl OTRS/Kernel/System/Ticket/TicketSearch.pm
Andre Geißler 1462d52e13 init III
2024-10-14 00:08:40 +02:00

2763 lines
95 KiB
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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.
# --
package Kernel::System::Ticket::TicketSearch;
use strict;
use warnings;
use Kernel::System::VariableCheck qw(IsArrayRefWithData IsStringWithData);
our $ObjectManagerDisabled = 1;
=head1 NAME
Kernel::System::Ticket::TicketSearch - ticket search lib
=head1 DESCRIPTION
All ticket search functions.
=head2 TicketSearch()
To find tickets in your system.
my @TicketIDs = $TicketObject->TicketSearch(
# result (required)
Result => 'ARRAY' || 'HASH' || 'COUNT',
# result limit
Limit => 100,
# Use TicketSearch as a ticket filter on a single ticket,
# or a predefined ticket list
TicketID => 1234,
TicketID => [1234, 1235],
# ticket number (optional) as STRING or as ARRAYREF
TicketNumber => '%123546%',
TicketNumber => ['%123546%', '%123666%'],
# ticket title (optional) as STRING or as ARRAYREF
Title => '%SomeText%',
Title => ['%SomeTest1%', '%SomeTest2%'],
Queues => ['system queue', 'other queue'],
QueueIDs => [1, 42, 512],
# use also sub queues of Queue|Queues in search
UseSubQueues => 0,
# You can use types like normal, ...
Types => ['normal', 'change', 'incident'],
TypeIDs => [3, 4],
# You can use states like new, open, pending reminder, ...
States => ['new', 'open'],
StateIDs => [3, 4],
# (Open|Closed) tickets for all closed or open tickets.
StateType => 'Open',
# You also can use real state types like new, open, closed,
# pending reminder, pending auto, removed and merged.
StateType => ['open', 'new'],
StateTypeIDs => [1, 2, 3],
Priorities => ['1 very low', '2 low', '3 normal'],
PriorityIDs => [1, 2, 3],
Services => ['Service A', 'Service B'],
ServiceIDs => [1, 2, 3],
SLAs => ['SLA A', 'SLA B'],
SLAIDs => [1, 2, 3],
Locks => ['unlock'],
LockIDs => [1, 2, 3],
OwnerIDs => [1, 12, 455, 32]
ResponsibleIDs => [1, 12, 455, 32]
WatchUserIDs => [1, 12, 455, 32]
# CustomerID (optional) as STRING or as ARRAYREF
CustomerID => '123',
CustomerID => ['123', 'ABC'],
# CustomerIDRaw (optional) as STRING or as ARRAYREF
# CustomerID without QueryCondition checking
#The raw value will be used if is set this parameter
CustomerIDRaw => '123 + 345',
CustomerIDRaw => ['123', 'ABC','123 && 456','ABC % efg'],
# CustomerUserLogin (optional) as STRING as ARRAYREF
CustomerUserLogin => 'uid123',
CustomerUserLogin => ['uid123', 'uid777'],
# CustomerUserLoginRaw (optional) as STRING as ARRAYREF
#The raw value will be used if is set this parameter
CustomerUserLoginRaw => 'uid',
CustomerUserLoginRaw => 'uid + 123',
CustomerUserLoginRaw => ['uid - 123', 'uid # 777 + 321'],
# create ticket properties (optional)
CreatedUserIDs => [1, 12, 455, 32]
CreatedTypes => ['normal', 'change', 'incident'],
CreatedTypeIDs => [1, 2, 3],
CreatedPriorities => ['1 very low', '2 low', '3 normal'],
CreatedPriorityIDs => [1, 2, 3],
CreatedStates => ['new', 'open'],
CreatedStateIDs => [3, 4],
CreatedQueues => ['system queue', 'other queue'],
CreatedQueueIDs => [1, 42, 512],
# DynamicFields
# At least one operator must be specified. Operators will be connected with AND,
# values in an operator with OR.
# You can also pass more than one argument to an operator: ['value1', 'value2']
DynamicField_FieldNameX => {
Empty => 1, # will return dynamic fields without a value
# set to 0 to search fields with a value present
Equals => 123,
Like => 'value*', # "equals" operator with wildcard support
GreaterThan => '2001-01-01 01:01:01',
GreaterThanEquals => '2001-01-01 01:01:01',
SmallerThan => '2002-02-02 02:02:02',
SmallerThanEquals => '2002-02-02 02:02:02',
}
# User ID for searching tickets by ticket flags (defaults to UserID)
TicketFlagUserID => 1,
# search for ticket flags
TicketFlag => {
Seen => 1,
}
# search for ticket flag that is absent, or a different value than the
# one given:
NotTicketFlag => {
Seen => 1,
},
# User ID for searching tickets by article flags (defaults to UserID)
ArticleFlagUserID => 1,
# search for tickets by the presence of flags on articles
ArticleFlag => {
Important => 1,
},
# article stuff (optional)
MIMEBase_From => '%spam@example.com%',
MIMEBase_To => '%service@example.com%',
MIMEBase_Cc => '%client@example.com%',
MIMEBase_Subject => '%VIRUS 32%',
MIMEBase_Body => '%VIRUS 32%',
# attachment stuff (optional, applies only for ArticleStorageDB)
AttachmentName => '%anyfile.txt%',
# use full article text index if configured (optional, default off)
FullTextIndex => 1,
# article content search (AND or OR for From, To, Cc, Subject and Body) (optional)
ContentSearch => 'AND',
# article content search prefix (for From, To, Cc, Subject and Body) (optional)
ContentSearchPrefix => '*',
# article content search suffix (for From, To, Cc, Subject and Body) (optional)
ContentSearchSuffix => '*',
# content conditions for From,To,Cc,Subject,Body
# Title,CustomerID and CustomerUserLogin (all optional)
ConditionInline => 1,
# articles created more than 60 minutes ago (article older than 60 minutes) (optional)
ArticleCreateTimeOlderMinutes => 60,
# articles created less than 120 minutes ago (article newer than 60 minutes) (optional)
ArticleCreateTimeNewerMinutes => 120,
# articles with create time after ... (article newer than this date) (optional)
ArticleCreateTimeNewerDate => '2006-01-09 00:00:01',
# articles with created time before ... (article older than this date) (optional)
ArticleCreateTimeOlderDate => '2006-01-19 23:59:59',
# tickets created more than 60 minutes ago (ticket older than 60 minutes) (optional)
TicketCreateTimeOlderMinutes => 60,
# tickets created less than 120 minutes ago (ticket newer than 120 minutes) (optional)
TicketCreateTimeNewerMinutes => 120,
# tickets with create time after ... (ticket newer than this date) (optional)
TicketCreateTimeNewerDate => '2006-01-09 00:00:01',
# tickets with created time before ... (ticket older than this date) (optional)
TicketCreateTimeOlderDate => '2006-01-19 23:59:59',
# ticket history entries that created more than 60 minutes ago (optional)
TicketChangeTimeOlderMinutes => 60,
# ticket history entries that created less than 120 minutes ago (optional)
TicketChangeTimeNewerMinutes => 120,
# tickets changed more than 60 minutes ago (optional)
TicketLastChangeTimeOlderMinutes => 60,
# tickets changed less than 120 minutes ago (optional)
TicketLastChangeTimeNewerMinutes => 120,
# tickets with changed time after ... (ticket changed newer than this date) (optional)
TicketLastChangeTimeNewerDate => '2006-01-09 00:00:01',
# tickets with changed time before ... (ticket changed older than this date) (optional)
TicketLastChangeTimeOlderDate => '2006-01-19 23:59:59',
# ticket history entry create time after ... (ticket history entries newer than this date) (optional)
TicketChangeTimeNewerDate => '2006-01-09 00:00:01',
# ticket history entry create time before ... (ticket history entries older than this date) (optional)
TicketChangeTimeOlderDate => '2006-01-19 23:59:59',
# tickets closed more than 60 minutes ago (optional)
TicketCloseTimeOlderMinutes => 60,
# tickets closed less than 120 minutes ago (optional)
TicketCloseTimeNewerMinutes => 120,
# tickets with closed time after ... (ticket closed newer than this date) (optional)
TicketCloseTimeNewerDate => '2006-01-09 00:00:01',
# tickets with closed time before ... (ticket closed older than this date) (optional)
TicketCloseTimeOlderDate => '2006-01-19 23:59:59',
# tickets with pending time of more than 60 minutes ago (optional)
TicketPendingTimeOlderMinutes => 60,
# tickets with pending time of less than 120 minutes ago (optional)
TicketPendingTimeNewerMinutes => 120,
# tickets with pending time after ... (optional)
TicketPendingTimeNewerDate => '2006-01-09 00:00:01',
# tickets with pending time before ... (optional)
TicketPendingTimeOlderDate => '2006-01-19 23:59:59',
# you can use all following escalation options with this four different ways of escalations
# TicketEscalationTime...
# TicketEscalationUpdateTime...
# TicketEscalationResponseTime...
# TicketEscalationSolutionTime...
# ticket escalation time of more than 60 minutes ago (optional)
TicketEscalationTimeOlderMinutes => -60,
# ticket escalation time of less than 120 minutes ago (optional)
TicketEscalationTimeNewerMinutes => -120,
# tickets with escalation time after ... (optional)
TicketEscalationTimeNewerDate => '2006-01-09 00:00:01',
# tickets with escalation time before ... (optional)
TicketEscalationTimeOlderDate => '2006-01-09 23:59:59',
# search in archive (optional)
# if archiving is on, if not specified the search processes unarchived only
# 'y' searches archived tickets, 'n' searches unarchived tickets
# if specified together all tickets are searched
ArchiveFlags => ['y', 'n'],
# OrderBy and SortBy (optional)
OrderBy => 'Down', # Down|Up
SortBy => 'Age', # Created|Owner|Responsible|CustomerID|State|TicketNumber|Queue|Priority|Age|Type|Lock
# Changed|Title|Service|SLA|PendingTime|EscalationTime
# EscalationUpdateTime|EscalationResponseTime|EscalationSolutionTime
# DynamicField_FieldNameX
# OrderBy and SortBy as ARRAY for sub sorting (optional)
OrderBy => ['Down', 'Up'],
SortBy => ['Priority', 'Age'],
# user search (UserID is required)
UserID => 123,
Permission => 'ro' || 'rw',
# customer search (CustomerUserID is required)
CustomerUserID => 123,
Permission => 'ro' || 'rw',
# CacheTTL, cache search result in seconds (optional)
CacheTTL => 60 * 15,
);
Returns:
Result: 'ARRAY'
@TicketIDs = ( 1, 2, 3 );
Result: 'HASH'
%TicketIDs = (
1 => '2010102700001',
2 => '2010102700002',
3 => '2010102700003',
);
Result: 'COUNT'
$TicketIDs = 123;
=cut
sub TicketSearch {
my ( $Self, %Param ) = @_;
my $Result = $Param{Result} || 'HASH';
my $OrderBy = $Param{OrderBy} || 'Down';
my $SortBy = $Param{SortBy} || 'Age';
my $Limit = $Param{Limit} || 10000;
if ( !$Param{ContentSearch} ) {
$Param{ContentSearch} = 'AND';
}
my %SortOptions = (
Owner => 'st.user_id',
Responsible => 'st.responsible_user_id',
CustomerID => 'st.customer_id',
State => 'st.ticket_state_id',
Lock => 'st.ticket_lock_id',
Ticket => 'st.tn',
TicketNumber => 'st.tn',
Title => 'st.title',
Queue => 'sq.name',
Type => 'st.type_id',
Priority => 'st.ticket_priority_id',
Age => 'st.create_time',
Created => 'st.create_time',
Changed => 'st.change_time',
Service => 'st.service_id',
SLA => 'st.sla_id',
PendingTime => 'st.until_time',
TicketEscalation => 'st.escalation_time',
EscalationTime => 'st.escalation_time',
EscalationUpdateTime => 'st.escalation_update_time',
EscalationResponseTime => 'st.escalation_response_time',
EscalationSolutionTime => 'st.escalation_solution_time',
);
# check required params
if ( !$Param{UserID} && !$Param{CustomerUserID} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => 'Need UserID or CustomerUserID params for permission check!',
);
return;
}
# check types of given arguments
ARGUMENT:
for my $Key (
qw(
Types TypeIDs CreatedTypes CreatedTypeIDs States StateIDs CreatedStates CreatedStateIDs StateTypeIDs
Locks LockIDs OwnerIDs ResponsibleIDs CreatedUserIDs Queues QueueIDs CreatedQueues CreatedQueueIDs
Priorities PriorityIDs CreatedPriorities CreatedPriorityIDs Services ServiceIDs SLAs SLAIDs WatchUserIDs
)
)
{
next ARGUMENT if !$Param{$Key};
next ARGUMENT if ref $Param{$Key} eq 'ARRAY' && @{ $Param{$Key} };
# log error
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "The given param '$Key' is invalid or an empty array reference!",
);
return;
}
# get database object
my $DBObject = $Kernel::OM->Get('Kernel::System::DB');
# quote id array elements
ARGUMENT:
for my $Key (
qw(
TypeIDs CreatedTypeIDs StateIDs CreatedStateIDs StateTypeIDs LockIDs OwnerIDs ResponsibleIDs CreatedUserIDs
QueueIDs CreatedQueueIDs PriorityIDs CreatedPriorityIDs ServiceIDs SLAIDs WatchUserIDs
)
)
{
next ARGUMENT if !$Param{$Key};
# quote elements
for my $Element ( @{ $Param{$Key} } ) {
if ( !defined $DBObject->Quote( $Element, 'Integer' ) ) {
# log error
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "The given param '$Element' in '$Key' is invalid!",
);
return;
}
}
}
my $TicketDynamicFields = [];
my $ArticleDynamicFields = [];
my %ValidDynamicFieldParams;
my %TicketDynamicFieldName2Config;
my %ArticleDynamicFieldName2Config;
# Only fetch DynamicField data if a field was requested for searching or sorting
my $ParamCheckString = ( join '', keys %Param ) || '';
if ( ref $Param{SortBy} eq 'ARRAY' ) {
$ParamCheckString .= ( join '', @{ $Param{SortBy} } );
}
elsif ( ref $Param{SortBy} ne 'HASH' ) {
$ParamCheckString .= $Param{SortBy} || '';
}
if ( $ParamCheckString =~ m/DynamicField_/smx ) {
# get dynamic field object
my $DynamicFieldObject = $Kernel::OM->Get('Kernel::System::DynamicField');
# Check all configured ticket dynamic fields
$TicketDynamicFields = $DynamicFieldObject->DynamicFieldListGet(
ObjectType => 'Ticket',
);
for my $DynamicField ( @{$TicketDynamicFields} ) {
$ValidDynamicFieldParams{ "DynamicField_" . $DynamicField->{Name} } = 1;
$TicketDynamicFieldName2Config{ $DynamicField->{Name} } = $DynamicField;
}
# Check all configured article dynamic fields
$ArticleDynamicFields = $DynamicFieldObject->DynamicFieldListGet(
ObjectType => 'Article',
);
for my $DynamicField ( @{$ArticleDynamicFields} ) {
$ValidDynamicFieldParams{ "DynamicField_" . $DynamicField->{Name} } = 1;
$ArticleDynamicFieldName2Config{ $DynamicField->{Name} } = $DynamicField;
}
}
# check sort/order by options
my @SortByArray = ( ref $SortBy eq 'ARRAY' ? @{$SortBy} : ($SortBy) );
my %LookupSortByArray = map { $_ => 1 } @SortByArray;
my @OrderByArray = ( ref $OrderBy eq 'ARRAY' ? @{$OrderBy} : ($OrderBy) );
for my $Count ( 0 .. $#SortByArray ) {
if (
!$SortOptions{ $SortByArray[$Count] }
&& !$ValidDynamicFieldParams{ $SortByArray[$Count] }
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => 'Need valid SortBy (' . $SortByArray[$Count] . ')!',
);
return;
}
if ( $OrderByArray[$Count] ne 'Down' && $OrderByArray[$Count] ne 'Up' ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => 'Need valid OrderBy (' . $OrderByArray[$Count] . ')!',
);
return;
}
}
# create sql
my $SQLSelect;
if ( $Result eq 'COUNT' ) {
$SQLSelect = 'SELECT COUNT(DISTINCT(st.id))';
}
else {
$SQLSelect = 'SELECT DISTINCT st.id, st.tn';
}
my $SQLFrom = ' FROM ticket st ';
my $ArticleObject = $Kernel::OM->Get('Kernel::System::Ticket::Article');
# check for needed article table join
my $ArticleTableJoined = 0;
# check for needed article search index table join
if ( $ArticleObject->ArticleSearchIndexSQLJoinNeeded( SearchParams => \%Param ) ) {
$SQLFrom .= ' INNER JOIN article art ON st.id = art.ticket_id ';
$SQLFrom .= $ArticleObject->ArticleSearchIndexSQLJoin( SearchParams => \%Param );
$ArticleTableJoined = 1;
}
# Use also history table if required
# Create a inner join for each param and register it.
my %TicketHistoryJoins = ();
ARGUMENT:
for my $Key ( sort keys %Param ) {
if ( $Param{$Key} && $Key =~ /^(Ticket(Close|Change)Time(Newer|Older)(Date|Minutes)|Created.+?)/ ) {
my $THRef = $Self->_TicketHistoryReferenceForSearchArgument(
Argument => $Key,
);
return if !$THRef;
next ARGUMENT if $TicketHistoryJoins{$THRef};
$TicketHistoryJoins{$THRef} = 1;
$SQLFrom .= sprintf
'INNER JOIN ticket_history %s ON st.id = %s.ticket_id ',
$THRef, $THRef;
}
}
# add ticket watcher table
if ( $Param{WatchUserIDs} ) {
$SQLFrom .= 'INNER JOIN ticket_watcher tw ON st.id = tw.ticket_id ';
}
my $SQLExt = ' WHERE 1=1';
# Limit the search to just one (or a list) TicketID (used by the GenericAgent
# to filter for events on single tickets with the job's ticket filter).
if ( IsStringWithData( $Param{TicketID} ) || IsArrayRefWithData( $Param{TicketID} ) ) {
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => 'st.id',
Values => ref $Param{TicketID} eq 'ARRAY' ? $Param{TicketID} : [ $Param{TicketID} ],
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
}
# add ticket flag table
if ( $Param{TicketFlag} ) {
my $Index = 1;
for my $Key ( sort keys %{ $Param{TicketFlag} } ) {
$SQLFrom .= "INNER JOIN ticket_flag tf$Index ON st.id = tf$Index.ticket_id ";
$Index++;
}
}
# add article and article_flag tables
if ( $Param{ArticleFlag} ) {
my $Index = 1;
for my $Key ( sort keys %{ $Param{ArticleFlag} } ) {
$SQLFrom .= "INNER JOIN article ataf$Index ON st.id = ataf$Index.ticket_id ";
$SQLFrom .=
"INNER JOIN article_flag taf$Index ON ataf$Index.id = taf$Index.article_id ";
$Index++;
}
}
if ( $Param{NotTicketFlag} ) {
my $TicketFlagUserID = $Param{TicketFlagUserID} || $Param{UserID};
return if !defined $TicketFlagUserID;
my $Index = 1;
for my $Key ( sort keys %{ $Param{NotTicketFlag} } ) {
$SQLFrom .= "LEFT JOIN ticket_flag ntf$Index ON st.id = ntf$Index.ticket_id "
. " AND ntf$Index.ticket_key = '" . $DBObject->Quote($Key) . "'"
. " AND ntf$Index.create_by = "
. $DBObject->Quote( $TicketFlagUserID, 'Integer' )
. ' ';
$Index++;
}
}
# current type lookup
if ( $Param{Types} ) {
# get type object
my $TypeObject = $Kernel::OM->Get('Kernel::System::Type');
for my $Type ( @{ $Param{Types} } ) {
# lookup type id
my $TypeID = $TypeObject->TypeLookup(
Type => $Type,
);
return if !$TypeID;
push @{ $Param{TypeIDs} }, $TypeID;
}
}
# type ids
if ( $Param{TypeIDs} ) {
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => 'st.type_id',
Values => $Param{TypeIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
}
# created types lookup
if ( $Param{CreatedTypes} ) {
# get type object
my $TypeObject = $Kernel::OM->Get('Kernel::System::Type');
for my $Type ( @{ $Param{CreatedTypes} } ) {
# lookup type id
my $TypeID = $TypeObject->TypeLookup(
Type => $Type,
);
return if !$TypeID;
push @{ $Param{CreatedTypeIDs} }, $TypeID;
}
}
# created type ids
if ( $Param{CreatedTypeIDs} ) {
# lookup history type id
my $HistoryTypeID = $Self->HistoryTypeLookup(
Type => 'NewTicket',
);
if ($HistoryTypeID) {
my $THRef = $Self->_TicketHistoryReferenceForSearchArgument(
Argument => 'CreatedTypeIDs',
);
return if !$THRef;
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => "${ THRef }.type_id",
Values => $Param{CreatedTypeIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
$SQLExt .= " AND ${ THRef }.history_type_id = $HistoryTypeID ";
}
}
# current state lookup
if ( $Param{States} ) {
# get state object
my $StateObject = $Kernel::OM->Get('Kernel::System::State');
for my $State ( @{ $Param{States} } ) {
# get state data
my %StateData = $StateObject->StateGet(
Name => $State,
);
return if !%StateData;
push @{ $Param{StateIDs} }, $StateData{ID};
}
}
# state ids
if ( $Param{StateIDs} ) {
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => 'st.ticket_state_id',
Values => $Param{StateIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
}
# created states lookup
if ( $Param{CreatedStates} ) {
# get state object
my $StateObject = $Kernel::OM->Get('Kernel::System::State');
for my $State ( @{ $Param{CreatedStates} } ) {
# get state data
my %StateData = $StateObject->StateGet(
Name => $State,
);
return if !%StateData;
push @{ $Param{CreatedStateIDs} }, $StateData{ID};
}
}
# created state ids
if ( $Param{CreatedStateIDs} ) {
# lookup history type id
my $HistoryTypeID = $Self->HistoryTypeLookup(
Type => 'NewTicket',
);
if ($HistoryTypeID) {
my $THRef = $Self->_TicketHistoryReferenceForSearchArgument(
Argument => 'CreatedStateIDs',
);
return if !$THRef;
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => "${ THRef }.state_id",
Values => $Param{CreatedStateIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
$SQLExt .= " AND ${ THRef }.history_type_id = $HistoryTypeID ";
}
}
# current ticket state type
# NOTE: Open and Closed are not valid state types. It's for compat.
# Open -> All states which are grouped as open (new, open, pending, ...)
# Closed -> All states which are grouped as closed (closed successful, closed unsuccessful)
if ( $Param{StateType} && $Param{StateType} eq 'Open' ) {
my @ViewableStateIDs = $Kernel::OM->Get('Kernel::System::State')->StateGetStatesByType(
Type => 'Viewable',
Result => 'ID',
);
$SQLExt .= " AND st.ticket_state_id IN ( ${\(join ', ', sort @ViewableStateIDs)} ) ";
}
elsif ( $Param{StateType} && $Param{StateType} eq 'Closed' ) {
my @ViewableStateIDs = $Kernel::OM->Get('Kernel::System::State')->StateGetStatesByType(
Type => 'Viewable',
Result => 'ID',
);
$SQLExt .= " AND st.ticket_state_id NOT IN ( ${\(join ', ', sort @ViewableStateIDs)} ) ";
}
# current ticket state type
elsif ( $Param{StateType} ) {
my @StateIDs = $Kernel::OM->Get('Kernel::System::State')->StateGetStatesByType(
StateType => $Param{StateType},
Result => 'ID',
);
return if !$StateIDs[0];
$SQLExt .= " AND st.ticket_state_id IN ( ${\(join ', ', sort {$a <=> $b} @StateIDs)} ) ";
}
if ( $Param{StateTypeIDs} ) {
# get state object
my $StateObject = $Kernel::OM->Get('Kernel::System::State');
my %StateTypeList = $StateObject->StateTypeList(
UserID => $Param{UserID} || 1,
);
my @StateTypes = map { $StateTypeList{$_} } @{ $Param{StateTypeIDs} };
my @StateIDs = $StateObject->StateGetStatesByType(
StateType => \@StateTypes,
Result => 'ID',
);
return if !$StateIDs[0];
$SQLExt .= " AND st.ticket_state_id IN ( ${\(join ', ', sort {$a <=> $b} @StateIDs)} ) ";
}
# current lock lookup
if ( $Param{Locks} ) {
for my $Lock ( @{ $Param{Locks} } ) {
# lookup lock id
my $LockID = $Kernel::OM->Get('Kernel::System::Lock')->LockLookup(
Lock => $Lock,
);
return if !$LockID;
push @{ $Param{LockIDs} }, $LockID;
}
}
# lock ids
if ( $Param{LockIDs} ) {
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => 'st.ticket_lock_id',
Values => $Param{LockIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
}
# current owner user ids
if ( $Param{OwnerIDs} ) {
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => 'st.user_id',
Values => $Param{OwnerIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
}
# current responsible user ids
if ( $Param{ResponsibleIDs} ) {
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => 'st.responsible_user_id',
Values => $Param{ResponsibleIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
}
# created user ids
if ( $Param{CreatedUserIDs} ) {
# lookup history type id
my $HistoryTypeID = $Self->HistoryTypeLookup(
Type => 'NewTicket',
);
if ($HistoryTypeID) {
my $THRef = $Self->_TicketHistoryReferenceForSearchArgument(
Argument => 'CreatedUserIDs',
);
return if !$THRef;
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => "${ THRef }.create_by",
Values => $Param{CreatedUserIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
$SQLExt .= " AND ${ THRef }.history_type_id = $HistoryTypeID ";
}
}
# current queue lookup
if ( $Param{Queues} ) {
# get queue object
my $QueueObject = $Kernel::OM->Get('Kernel::System::Queue');
for my $Queue ( @{ $Param{Queues} } ) {
# lookup queue id
my $QueueID = $QueueObject->QueueLookup(
Queue => $Queue,
);
return if !$QueueID;
push @{ $Param{QueueIDs} }, $QueueID;
}
}
# current sub queue ids
if ( $Param{UseSubQueues} && $Param{QueueIDs} ) {
# get queue object
my $QueueObject = $Kernel::OM->Get('Kernel::System::Queue');
my @SubQueueIDs;
my %Queues = $QueueObject->GetAllQueues();
for my $QueueID ( @{ $Param{QueueIDs} } ) {
my $Queue = $QueueObject->QueueLookup( QueueID => $QueueID );
for my $QueuesID ( sort keys %Queues ) {
if ( $Queues{$QueuesID} =~ /^\Q$Queue\E::/i ) {
push @SubQueueIDs, $QueuesID;
}
}
}
push @{ $Param{QueueIDs} }, @SubQueueIDs;
}
# current queue ids
if ( $Param{QueueIDs} ) {
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => 'st.queue_id',
Values => $Param{QueueIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
}
# created queue lookup
if ( $Param{CreatedQueues} ) {
# get queue object
my $QueueObject = $Kernel::OM->Get('Kernel::System::Queue');
for my $Queue ( @{ $Param{CreatedQueues} } ) {
# lookup queue id
my $QueueID = $QueueObject->QueueLookup(
Queue => $Queue,
);
return if !$QueueID;
push @{ $Param{CreatedQueueIDs} }, $QueueID;
}
}
# created queue ids
if ( $Param{CreatedQueueIDs} ) {
# lookup history type id
my $HistoryTypeID = $Self->HistoryTypeLookup(
Type => 'NewTicket',
);
if ($HistoryTypeID) {
my $THRef = $Self->_TicketHistoryReferenceForSearchArgument(
Argument => 'CreatedQueueIDs',
);
return if !$THRef;
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => "${ THRef }.queue_id",
Values => $Param{CreatedQueueIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
$SQLExt .= " AND ${ THRef }.history_type_id = $HistoryTypeID ";
}
}
my %GroupList;
# user groups
if ( $Param{UserID} && $Param{UserID} != 1 ) {
# get users groups
%GroupList = $Kernel::OM->Get('Kernel::System::Group')->PermissionUserGet(
UserID => $Param{UserID},
Type => $Param{Permission} || 'ro',
);
# return if we have no permissions
return if !%GroupList;
# add groups to query
$SQLExt .= ' AND sq.group_id IN (' . join( ',', sort keys %GroupList ) . ') ';
}
# customer groups
if ( $Param{CustomerUserID} ) {
%GroupList = $Kernel::OM->Get('Kernel::System::CustomerGroup')->GroupMemberList(
UserID => $Param{CustomerUserID},
Type => $Param{Permission} || 'ro',
Result => 'HASH',
);
# return if we have no permissions
return if !%GroupList;
# get all customer ids
my @CustomerIDs = $Kernel::OM->Get('Kernel::System::CustomerUser')->CustomerIDs(
User => $Param{CustomerUserID},
);
# prepare combination of customer<->group access
# add default combination first ( CustomerIDs + CustomerUserID <-> rw access groups )
# this group will always be added (ensures previous behavior)
my @CustomerGroupPermission;
push @CustomerGroupPermission, {
CustomerIDs => \@CustomerIDs,
CustomerUserID => $Param{CustomerUserID},
GroupIDs => [ sort keys %GroupList ],
};
# add all combinations based on group access for other CustomerIDs (if available)
# only active if customer group support and extra permission context are enabled
my $CustomerGroupObject = $Kernel::OM->Get('Kernel::System::CustomerGroup');
my $ExtraPermissionContext = $CustomerGroupObject->GroupContextNameGet(
SysConfigName => '100-CustomerID-other',
);
if ( $Kernel::OM->Get('Kernel::Config')->Get('CustomerGroupSupport') && $ExtraPermissionContext ) {
# add lookup for CustomerID
my %CustomerIDsLookup = map { $_ => $_ } @CustomerIDs;
# for all CustomerIDs get groups with access to other CustomerIDs
my %ExtraPermissionGroups;
CUSTOMERID:
for my $CustomerID (@CustomerIDs) {
my %CustomerIDExtraPermissionGroups = $CustomerGroupObject->GroupCustomerList(
CustomerID => $CustomerID,
Type => $Param{Permission} || 'ro',
Context => $ExtraPermissionContext,
Result => 'HASH',
);
next CUSTOMERID if !%CustomerIDExtraPermissionGroups;
# add to groups
%ExtraPermissionGroups = (
%ExtraPermissionGroups,
%CustomerIDExtraPermissionGroups,
);
}
# add all unique accessible Group<->Customer combinations to query
# for performance reasons all groups corresponsing with a unique customer id combination
# will be combined into one part
my %CustomerIDCombinations;
GROUPID:
for my $GroupID ( sort keys %ExtraPermissionGroups ) {
my @ExtraCustomerIDs = $CustomerGroupObject->GroupCustomerList(
GroupID => $GroupID,
Type => $Param{Permission} || 'ro',
Result => 'ID',
);
next GROUPID if !@ExtraCustomerIDs;
# exclude own CustomerIDs for performance reasons
my @MergedCustomerIDs = grep { !$CustomerIDsLookup{$_} } @ExtraCustomerIDs;
next GROUPID if !@MergedCustomerIDs;
# remember combination
my $CustomerIDString = join ',', sort @MergedCustomerIDs;
if ( !$CustomerIDCombinations{$CustomerIDString} ) {
$CustomerIDCombinations{$CustomerIDString} = {
CustomerIDs => \@MergedCustomerIDs,
};
}
push @{ $CustomerIDCombinations{$CustomerIDString}->{GroupIDs} }, $GroupID;
}
# add to query combinations
push @CustomerGroupPermission, sort values %CustomerIDCombinations;
}
# prepare LOWER call depending on database
my $Lower = '';
if ( $DBObject->GetDatabaseFunction('CaseSensitive') ) {
$Lower = 'LOWER';
}
# now add all combinations to query:
# this will compile a search restriction based on customer_id/customer_user_id and group
# and will match if any of the permission combination is met
# a permission combination could be:
# ( <CustomerUserID> OR <CUSTOMERID1> ) AND ( <GROUPID1> )
# or
# ( <CustomerID1> OR <CUSTOMERID2> OR <CUSTOMERID3> ) AND ( <GROUPID1> OR <GROUPID2> )
$SQLExt .= ' AND (';
my $CustomerGroupSQL = '';
ENTRY:
for my $Entry (@CustomerGroupPermission) {
$CustomerGroupSQL .= $CustomerGroupSQL ? ' OR (' : '(';
my $CustomerIDsSQL;
if ( IsArrayRefWithData( $Entry->{CustomerIDs} ) ) {
$CustomerIDsSQL =
$Lower . '(st.customer_id) IN ('
. join(
',',
map {
"$Lower('" . $DBObject->Quote($_) . "')"
} @{
$Entry->{CustomerIDs}
}
)
. ')';
}
my $CustomerUserIDSQL;
if ( $Entry->{CustomerUserID} ) {
$CustomerUserIDSQL = 'st.customer_user_id = ' . "'" . $DBObject->Quote( $Param{CustomerUserID} ) . "'";
}
if ( $CustomerIDsSQL && $CustomerUserIDSQL ) {
$CustomerGroupSQL .= '( ' . $CustomerIDsSQL . ' OR ' . $CustomerUserIDSQL . ' )';
}
elsif ($CustomerIDsSQL) {
$CustomerGroupSQL .= $CustomerIDsSQL;
}
elsif ($CustomerUserIDSQL) {
$CustomerGroupSQL .= $CustomerUserIDSQL;
}
else {
next ENTRY;
}
$CustomerGroupSQL .= ' AND sq.group_id IN (' . join( ',', @{ $Entry->{GroupIDs} } ) . ') )';
}
$SQLExt .= $CustomerGroupSQL . ') ';
}
# current priority lookup
if ( $Param{Priorities} ) {
# get priority object
my $PriorityObject = $Kernel::OM->Get('Kernel::System::Priority');
for my $Priority ( @{ $Param{Priorities} } ) {
# lookup priority id
my $PriorityID = $PriorityObject->PriorityLookup(
Priority => $Priority,
);
return if !$PriorityID;
push @{ $Param{PriorityIDs} }, $PriorityID;
}
}
# priority ids
if ( $Param{PriorityIDs} ) {
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => 'st.ticket_priority_id',
Values => $Param{PriorityIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
}
# created priority lookup
if ( $Param{CreatedPriorities} ) {
# get priority object
my $PriorityObject = $Kernel::OM->Get('Kernel::System::Priority');
for my $Priority ( @{ $Param{CreatedPriorities} } ) {
# lookup priority id
my $PriorityID = $PriorityObject->PriorityLookup(
Priority => $Priority,
);
return if !$PriorityID;
push @{ $Param{CreatedPriorityIDs} }, $PriorityID;
}
}
# created priority ids
if ( $Param{CreatedPriorityIDs} ) {
# lookup history type id
my $HistoryTypeID = $Self->HistoryTypeLookup(
Type => 'NewTicket',
);
if ($HistoryTypeID) {
my $THRef = $Self->_TicketHistoryReferenceForSearchArgument(
Argument => 'CreatedPriorityIDs',
);
return if !$THRef;
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => "${ THRef }.priority_id",
Values => $Param{CreatedPriorityIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
$SQLExt .= " AND ${ THRef }.history_type_id = $HistoryTypeID ";
}
}
# current service lookup
if ( $Param{Services} ) {
# get service object
my $ServiceObject = $Kernel::OM->Get('Kernel::System::Service');
for my $Service ( @{ $Param{Services} } ) {
# lookup service id
my $ServiceID = $ServiceObject->ServiceLookup(
Name => $Service,
);
return if !$ServiceID;
push @{ $Param{ServiceIDs} }, $ServiceID;
}
}
# service ids
if ( $Param{ServiceIDs} ) {
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => 'st.service_id',
Values => $Param{ServiceIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
}
# current sla lookup
if ( $Param{SLAs} ) {
# get sla object
my $SLAObject = $Kernel::OM->Get('Kernel::System::SLA');
for my $SLA ( @{ $Param{SLAs} } ) {
# lookup sla id
my $SLAID = $SLAObject->SLALookup(
Name => $SLA,
);
return if !$SLAID;
push @{ $Param{SLAIDs} }, $SLAID;
}
}
# sla ids
if ( $Param{SLAIDs} ) {
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => 'st.sla_id',
Values => $Param{SLAIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
}
# watch user ids
if ( $Param{WatchUserIDs} ) {
my $SQLQueryInCondition = $Kernel::OM->Get('Kernel::System::DB')->QueryInCondition(
Key => 'tw.user_id',
Values => $Param{WatchUserIDs},
QuoteType => 'Integer',
BindMode => 0,
);
$SQLExt .= ' AND ( ' . $SQLQueryInCondition . ' ) ';
}
# add ticket flag extension
if ( $Param{TicketFlag} ) {
my $TicketFlagUserID = $Param{TicketFlagUserID} || $Param{UserID};
return if !defined $TicketFlagUserID;
my $Index = 1;
for my $Key ( sort keys %{ $Param{TicketFlag} } ) {
my $Value = $Param{TicketFlag}->{$Key};
return if !defined $Value;
$SQLExt .= " AND tf$Index.ticket_key = '" . $DBObject->Quote($Key) . "'";
$SQLExt .= " AND tf$Index.ticket_value = '" . $DBObject->Quote($Value) . "'";
$SQLExt .= " AND tf$Index.create_by = "
. $DBObject->Quote( $TicketFlagUserID, 'Integer' );
$Index++;
}
}
# add article flag extension
if ( $Param{ArticleFlag} ) {
my $ArticleFlagUserID = $Param{ArticleFlagUserID} || $Param{UserID};
return if !defined $ArticleFlagUserID;
my $Index = 1;
for my $Key ( sort keys %{ $Param{ArticleFlag} } ) {
my $Value = $Param{ArticleFlag}->{$Key};
return if !defined $Value;
$SQLExt .= " AND taf$Index.article_key = '" . $DBObject->Quote($Key) . "'";
$SQLExt .= " AND taf$Index.article_value = '" . $DBObject->Quote($Value) . "'";
$SQLExt .= " AND taf$Index.create_by = "
. $DBObject->Quote( $ArticleFlagUserID, 'Integer' );
$Index++;
}
}
if ( $Param{NotTicketFlag} ) {
my $Index = 1;
for my $Key ( sort keys %{ $Param{NotTicketFlag} } ) {
my $Value = $Param{NotTicketFlag}->{$Key};
return if !defined $Value;
$SQLExt .= " AND (ntf$Index.ticket_value IS NULL "
. "OR ntf$Index.ticket_value <> '" . $DBObject->Quote($Value) . "')";
$Index++;
}
}
# other ticket stuff
my %FieldSQLMap = (
TicketNumber => 'st.tn',
Title => 'st.title',
CustomerID => 'st.customer_id',
CustomerIDRaw => 'st.customer_id',
CustomerUserLogin => 'st.customer_user_id',
CustomerUserLoginRaw => 'st.customer_user_id',
);
ATTRIBUTE:
for my $Key ( sort keys %FieldSQLMap ) {
next ATTRIBUTE if !defined $Param{$Key};
next ATTRIBUTE if ( ( $Key eq 'CustomerID' ) && ( defined $Param{CustomerIDRaw} ) );
next ATTRIBUTE
if ( ( $Key eq 'CustomerUserLogin' ) && ( defined $Param{CustomerUserLoginRaw} ) );
# if it's no ref, put it to array ref
if ( ref $Param{$Key} eq '' ) {
$Param{$Key} = [ $Param{$Key} ];
}
# proccess array ref
my $Used = 0;
VALUE:
for my $Value ( @{ $Param{$Key} } ) {
next VALUE if !defined $Value || !length $Value;
# replace wild card search
if (
$Key ne 'CustomerIDRaw'
&& $Key ne 'CustomerUserLoginRaw'
)
{
$Value =~ s/\*/%/gi;
}
# check search attribute, we do not need to search for *
next VALUE if $Value =~ /^\%{1,3}$/;
if ( !$Used ) {
$SQLExt .= ' AND (';
$Used = 1;
}
else {
$SQLExt .= ' OR ';
}
# add * to prefix/suffix on title search
my %ConditionFocus;
if ( $Param{ConditionInline} && $Key eq 'Title' ) {
$ConditionFocus{Extended} = 1;
if ( $Param{ContentSearchPrefix} ) {
$ConditionFocus{SearchPrefix} = $Param{ContentSearchPrefix};
}
if ( $Param{ContentSearchSuffix} ) {
$ConditionFocus{SearchSuffix} = $Param{ContentSearchSuffix};
}
}
if ( $Key eq 'CustomerIDRaw' || $Key eq 'CustomerUserLoginRaw' ) {
$SQLExt .= " $FieldSQLMap{$Key}= '" . $DBObject->Quote($Value) . "'";
}
else {
# use search condition extension
$SQLExt .= $DBObject->QueryCondition(
Key => $FieldSQLMap{$Key},
Value => $Value,
%ConditionFocus,
);
}
}
if ($Used) {
$SQLExt .= ')';
}
}
# Search article attributes.
if ($ArticleTableJoined) {
$SQLExt .= $ArticleObject->ArticleSearchIndexWhereCondition( SearchParams => \%Param );
# Restrict search from customers to only customer articles.
if ( $Param{CustomerUserID} ) {
$SQLExt .= ' AND art.is_visible_for_customer = 1 ';
}
}
# Remember already joined tables for sorting.
my %DynamicFieldJoinTables;
my $DynamicFieldJoinCounter = 1;
# get dynamic field backend object
my $DynamicFieldBackendObject = $Kernel::OM->Get('Kernel::System::DynamicField::Backend');
DYNAMIC_FIELD:
for my $DynamicField ( @{$TicketDynamicFields}, @{$ArticleDynamicFields} ) {
my $SearchParam = delete $Param{ "DynamicField_" . $DynamicField->{Name} };
next DYNAMIC_FIELD if ( !$SearchParam );
next DYNAMIC_FIELD if ( ref $SearchParam ne 'HASH' );
my $NeedJoin;
my $QueryForEmptyValues = 0;
for my $Operator ( sort keys %{$SearchParam} ) {
my @SearchParams = ( ref $SearchParam->{$Operator} eq 'ARRAY' )
? @{ $SearchParam->{$Operator} }
: ( $SearchParam->{$Operator} );
my $SQLExtSub = ' AND (';
my $Counter = 0;
TEXT:
for my $Text (@SearchParams) {
next TEXT if ( !defined $Text || $Text eq '' );
$Text =~ s/\*/%/gi;
# check search attribute, we do not need to search for *
next TEXT if $Text =~ /^\%{1,3}$/;
# skip validation for empty values
if ( $Operator ne 'Empty' ) {
# validate data type
my $ValidateSuccess = $DynamicFieldBackendObject->ValueValidate(
DynamicFieldConfig => $DynamicField,
Value => $Text,
NoValidateRegex => 1,
UserID => $Param{UserID} || 1,
);
if ( !$ValidateSuccess ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid value '"
. $Text
. "' on field '"
. $DynamicField->{Name}
. "'!",
);
return;
}
}
if ($Counter) {
$SQLExtSub .= ' OR ';
}
# Empty => 1 requires a LEFT JOIN.
if ( $Operator eq 'Empty' && $Text ) {
$SQLExtSub .= $DynamicFieldBackendObject->SearchSQLGet(
DynamicFieldConfig => $DynamicField,
TableAlias => "dfvEmpty$DynamicFieldJoinCounter",
Operator => $Operator,
SearchTerm => $Text,
);
$QueryForEmptyValues = 1;
}
else {
$SQLExtSub .= $DynamicFieldBackendObject->SearchSQLGet(
DynamicFieldConfig => $DynamicField,
TableAlias => "dfv$DynamicFieldJoinCounter",
Operator => $Operator,
SearchTerm => $Text,
);
}
$Counter++;
}
$SQLExtSub .= ')';
if ($Counter) {
$SQLExt .= $SQLExtSub;
$NeedJoin = 1;
}
}
if ($NeedJoin) {
# Join the table for this dynamic field
if ( $DynamicField->{ObjectType} eq 'Ticket' ) {
if ($QueryForEmptyValues) {
# Use LEFT JOIN to allow for null values.
$SQLFrom .= "LEFT JOIN dynamic_field_value dfvEmpty$DynamicFieldJoinCounter
ON (st.id = dfvEmpty$DynamicFieldJoinCounter.object_id
AND dfvEmpty$DynamicFieldJoinCounter.field_id = " .
$DBObject->Quote( $DynamicField->{ID}, 'Integer' ) . ") ";
}
else {
$SQLFrom .= "INNER JOIN dynamic_field_value dfv$DynamicFieldJoinCounter
ON (st.id = dfv$DynamicFieldJoinCounter.object_id
AND dfv$DynamicFieldJoinCounter.field_id = " .
$DBObject->Quote( $DynamicField->{ID}, 'Integer' ) . ") ";
}
}
elsif ( $DynamicField->{ObjectType} eq 'Article' ) {
if ( !$ArticleTableJoined ) {
$SQLFrom .= ' INNER JOIN article art ON st.id = art.ticket_id ';
$ArticleTableJoined = 1;
}
if ($QueryForEmptyValues) {
# Use LEFT JOIN to allow for null values.
$SQLFrom .= "LEFT JOIN dynamic_field_value dfvEmpty$DynamicFieldJoinCounter
ON (art.id = dfvEmpty$DynamicFieldJoinCounter.object_id
AND dfvEmpty$DynamicFieldJoinCounter.field_id = " .
$DBObject->Quote( $DynamicField->{ID}, 'Integer' ) . ") ";
}
else {
$SQLFrom .= "INNER JOIN dynamic_field_value dfv$DynamicFieldJoinCounter
ON (art.id = dfv$DynamicFieldJoinCounter.object_id
AND dfv$DynamicFieldJoinCounter.field_id = " .
$DBObject->Quote( $DynamicField->{ID}, 'Integer' ) . ") ";
}
}
$DynamicFieldJoinTables{ $DynamicField->{Name} } = "dfv$DynamicFieldJoinCounter";
$DynamicFieldJoinCounter++;
}
}
# catch searches for non-existing dynamic fields
PARAMS:
for my $Key ( sort keys %Param ) {
# Only look at fields which start with DynamicField_ and contain a substructure that is meant for searching.
# It could happen that similar scalar parameters are sent to this method, that should be ignored
# (see bug#13412).
next PARAMS if !ref $Param{$Key};
next PARAMS if $Key !~ /^DynamicField_(.*)$/;
my $DynamicFieldName = $1;
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'Error',
Message => qq[No such dynamic field "$DynamicFieldName" (or it is inactive)],
);
return;
}
# get time object
# remember current time to prevent searches for future timestamps
my $DateTimeObject = $Kernel::OM->Create('Kernel::System::DateTime');
# get articles created older/newer than x minutes or older/newer than a date
my %ArticleTime = (
ArticleCreateTime => "art.create_time",
);
for my $Key ( sort keys %ArticleTime ) {
# get articles created older than x minutes
if ( defined $Param{ $Key . 'OlderMinutes' } ) {
$Param{ $Key . 'OlderMinutes' } ||= 0;
my $Time = $Kernel::OM->Create('Kernel::System::DateTime');
$Time->Subtract( Minutes => $Param{ $Key . 'OlderMinutes' } );
$SQLExt .= sprintf( " AND ( %s <= '%s' )", $ArticleTime{$Key}, $Time->ToString() );
}
# get articles created newer than x minutes
if ( defined $Param{ $Key . 'NewerMinutes' } ) {
$Param{ $Key . 'NewerMinutes' } ||= 0;
my $Time = $Kernel::OM->Create('Kernel::System::DateTime');
$Time->Subtract( Minutes => $Param{ $Key . 'NewerMinutes' } );
$SQLExt .= sprintf( " AND ( %s >= '%s' )", $ArticleTime{$Key}, $Time->ToString() );
}
# get articles created older than xxxx-xx-xx xx:xx date
my $CompareOlderNewerDate;
if ( $Param{ $Key . 'OlderDate' } ) {
if (
$Param{ $Key . 'OlderDate' }
!~ /(\d\d\d\d)-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '" . $Param{ $Key . 'OlderDate' } . "'!",
);
return;
}
my $SystemTime = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
Year => $1,
Month => $2,
Day => $3,
Hour => $4,
Minute => $5,
Second => $6,
}
);
if ( !$SystemTime ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{ $Key . 'OlderDate' } . "'!",
);
return;
}
$CompareOlderNewerDate = $SystemTime;
$SQLExt .= " AND ($ArticleTime{$Key} <= '" . $Param{ $Key . 'OlderDate' } . "')";
}
# get articles created newer than xxxx-xx-xx xx:xx date
if ( $Param{ $Key . 'NewerDate' } ) {
if (
$Param{ $Key . 'NewerDate' }
!~ /(\d\d\d\d)-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '" . $Param{ $Key . 'NewerDate' } . "'!",
);
return;
}
# convert param date to system time
my $SystemTime = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
Year => $1,
Month => $2,
Day => $3,
Hour => $4,
Minute => $5,
Second => $6,
}
);
if ( !$SystemTime ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{ $Key . 'NewerDate' } . "'!",
);
return;
}
# don't execute queries if newer date is after current date
return if $SystemTime > $DateTimeObject;
# don't execute queries if older/newer date restriction show now valid timeframe
return if $CompareOlderNewerDate && $SystemTime > $CompareOlderNewerDate;
$SQLExt .= " AND ($ArticleTime{$Key} >= '" . $Param{ $Key . 'NewerDate' } . "')";
}
}
# get tickets created/escalated older/newer than x minutes
my %TicketTime = (
TicketCreateTime => 'st.create_time',
TicketEscalationTime => 'st.escalation_time',
TicketEscalationUpdateTime => 'st.escalation_update_time',
TicketEscalationResponseTime => 'st.escalation_response_time',
TicketEscalationSolutionTime => 'st.escalation_solution_time',
);
for my $Key ( sort keys %TicketTime ) {
# get tickets created or escalated older than x minutes
if ( defined $Param{ $Key . 'OlderMinutes' } ) {
$Param{ $Key . 'OlderMinutes' } ||= 0;
# exclude tickets with no escalation
if ( $Key =~ m{ \A TicketEscalation }xms ) {
$SQLExt .= " AND $TicketTime{$Key} != 0";
}
my $Time = $DateTimeObject->Clone();
$Time->Subtract( Minutes => $Param{ $Key . 'OlderMinutes' } );
my $TargetTime = $Key eq 'TicketCreateTime' ? $Time->ToString() : $Time->ToEpoch();
$SQLExt .= sprintf( " AND ( %s <= '%s' )", $TicketTime{$Key}, $TargetTime );
}
# get tickets created or escalated newer than x minutes
if ( defined $Param{ $Key . 'NewerMinutes' } ) {
$Param{ $Key . 'NewerMinutes' } ||= 0;
# exclude tickets with no escalation
if ( $Key =~ m{ \A TicketEscalation }xms ) {
$SQLExt .= " AND $TicketTime{$Key} != 0";
}
my $Time = $Kernel::OM->Create('Kernel::System::DateTime');
$Time->Subtract( Minutes => $Param{ $Key . 'NewerMinutes' } );
my $TargetTime = $Key eq 'TicketCreateTime' ? $Time->ToString() : $Time->ToEpoch();
$SQLExt .= sprintf( " AND ( %s >= '%s' )", $TicketTime{$Key}, $TargetTime );
}
}
# get tickets created/escalated older/newer than xxxx-xx-xx xx:xx date
for my $Key ( sort keys %TicketTime ) {
# get tickets created/escalated older than xxxx-xx-xx xx:xx date
my $CompareOlderNewerDate;
if ( $Param{ $Key . 'OlderDate' } ) {
# check time format
if (
$Param{ $Key . 'OlderDate' }
!~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '" . $Param{ $Key . 'OlderDate' } . "'!",
);
return;
}
# exclude tickets with no escalation
if ( $Key =~ m{ \A TicketEscalation }xms ) {
$SQLExt .= " AND $TicketTime{$Key} != 0";
}
my $Time = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
String => $Param{ $Key . 'OlderDate' },
}
);
if ( !$Time ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{ $Key . 'OlderDate' } . "'!",
);
return;
}
$CompareOlderNewerDate = $Time;
my $TargetTime = $Key eq 'TicketCreateTime' ? $Time->ToString() : $Time->ToEpoch();
$SQLExt .= sprintf( " AND ( %s <= '%s' )", $TicketTime{$Key}, $TargetTime );
}
# get tickets created/escalated newer than xxxx-xx-xx xx:xx date
if ( $Param{ $Key . 'NewerDate' } ) {
if (
$Param{ $Key . 'NewerDate' }
!~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '" . $Param{ $Key . 'NewerDate' } . "'!",
);
return;
}
# exclude tickets with no escalation
if ( $Key =~ m{ \A TicketEscalation }xms ) {
$SQLExt .= " AND $TicketTime{$Key} != 0";
}
my $Time = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
String => $Param{ $Key . 'NewerDate' },
}
);
if ( !$Time ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{ $Key . 'NewerDate' } . "'!",
);
return;
}
# don't execute queries if newer date is after current date
return if $Time > $DateTimeObject;
# don't execute queries if older/newer date restriction show now valid timeframe
return if $CompareOlderNewerDate && $Time > $CompareOlderNewerDate;
my $TargetTime = $Key eq 'TicketCreateTime' ? $Time->ToString() : $Time->ToEpoch();
$SQLExt .= sprintf( " AND ( %s >= '%s' )", $TicketTime{$Key}, $TargetTime );
}
}
# get tickets changed older than x minutes
if ( defined $Param{TicketChangeTimeOlderMinutes} ) {
$Param{TicketChangeTimeOlderMinutes} ||= 0;
my $TimeStamp = $Kernel::OM->Create('Kernel::System::DateTime');
$TimeStamp->Subtract( Minutes => $Param{TicketChangeTimeOlderMinutes} );
$Param{TicketChangeTimeOlderDate} = $TimeStamp->ToString();
}
# get tickets changed newer than x minutes
if ( defined $Param{TicketChangeTimeNewerMinutes} ) {
$Param{TicketChangeTimeNewerMinutes} ||= 0;
my $TimeStamp = $Kernel::OM->Create('Kernel::System::DateTime');
$TimeStamp->Subtract( Minutes => $Param{TicketChangeTimeNewerMinutes} );
$Param{TicketChangeTimeNewerDate} = $TimeStamp->ToString();
}
# get tickets based on ticket history changed older than xxxx-xx-xx xx:xx date
my $CompareChangeTimeOlderNewerDate;
if ( $Param{TicketChangeTimeOlderDate} ) {
# check time format
if (
$Param{TicketChangeTimeOlderDate}
!~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '$Param{TicketChangeTimeOlderDate}'!",
);
return;
}
my $Time = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
String => $Param{TicketChangeTimeOlderDate},
}
);
if ( !$Time ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{TicketChangeTimeOlderDate} . "'!",
);
return;
}
$CompareChangeTimeOlderNewerDate = $Time;
my $THRef = $Self->_TicketHistoryReferenceForSearchArgument(
Argument => 'TicketChangeTimeOlderDate',
);
return if !$THRef;
$SQLExt .= " AND ${ THRef }.create_time <= '"
. $DBObject->Quote( $Param{TicketChangeTimeOlderDate} ) . "'";
}
# get tickets based on ticket history changed newer than xxxx-xx-xx xx:xx date
if ( $Param{TicketChangeTimeNewerDate} ) {
if (
$Param{TicketChangeTimeNewerDate}
!~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '$Param{TicketChangeTimeNewerDate}'!",
);
return;
}
my $Time = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
String => $Param{TicketChangeTimeNewerDate},
}
);
if ( !$Time ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{TicketChangeTimeNewerDate} . "'!",
);
return;
}
# don't execute queries if newer date is after current date
return if $Time > $DateTimeObject;
# don't execute queries if older/newer date restriction show now valid timeframe
return if $CompareChangeTimeOlderNewerDate && $Time > $CompareChangeTimeOlderNewerDate;
my $THRef = $Self->_TicketHistoryReferenceForSearchArgument(
Argument => 'TicketChangeTimeNewerDate',
);
return if !$THRef;
$SQLExt .= " AND ${ THRef }.create_time >= '"
. $DBObject->Quote( $Param{TicketChangeTimeNewerDate} ) . "'";
}
# get tickets changed older than x minutes
if ( defined $Param{TicketLastChangeTimeOlderMinutes} ) {
$Param{TicketLastChangeTimeOlderMinutes} ||= 0;
my $TimeStamp = $DateTimeObject->Clone();
$TimeStamp->Subtract( Minutes => $Param{TicketLastChangeTimeOlderMinutes} );
$Param{TicketLastChangeTimeOlderDate} = $TimeStamp->ToString();
}
# get tickets changed newer than x minutes
if ( defined $Param{TicketLastChangeTimeNewerMinutes} ) {
$Param{TicketLastChangeTimeNewerMinutes} ||= 0;
my $TimeStamp = $DateTimeObject->Clone();
$TimeStamp->Subtract( Minutes => $Param{TicketLastChangeTimeNewerMinutes} );
$Param{TicketLastChangeTimeNewerDate} = $TimeStamp->ToString();
}
# get tickets changed older than xxxx-xx-xx xx:xx date
my $CompareLastChangeTimeOlderNewerDate;
if ( $Param{TicketLastChangeTimeOlderDate} ) {
# check time format
if (
$Param{TicketLastChangeTimeOlderDate}
!~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '$Param{TicketLastChangeTimeOlderDate}'!",
);
return;
}
my $Time = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
String => $Param{TicketLastChangeTimeOlderDate},
}
);
if ( !$Time ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{TicketLastChangeTimeOlderDate} . "'!",
);
return;
}
$CompareLastChangeTimeOlderNewerDate = $Time;
$SQLExt .= " AND st.change_time <= '"
. $DBObject->Quote( $Param{TicketLastChangeTimeOlderDate} ) . "'";
}
# get tickets changed newer than xxxx-xx-xx xx:xx date
if ( $Param{TicketLastChangeTimeNewerDate} ) {
if (
$Param{TicketLastChangeTimeNewerDate}
!~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '$Param{TicketLastChangeTimeNewerDate}'!",
);
return;
}
my $Time = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
String => $Param{TicketLastChangeTimeNewerDate},
}
);
if ( !$Time ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{TicketLastChangeTimeNewerDate} . "'!",
);
return;
}
# don't execute queries if newer date is after current date
return if $Time > $DateTimeObject;
# don't execute queries if older/newer date restriction show now valid timeframe
return
if $CompareLastChangeTimeOlderNewerDate && $Time > $CompareLastChangeTimeOlderNewerDate;
$SQLExt .= " AND st.change_time >= '"
. $DBObject->Quote( $Param{TicketLastChangeTimeNewerDate} ) . "'";
}
# get tickets closed older than x minutes
if ( defined $Param{TicketCloseTimeOlderMinutes} ) {
$Param{TicketCloseTimeOlderMinutes} ||= 0;
my $TimeStamp = $DateTimeObject->Clone();
$TimeStamp->Subtract( Minutes => $Param{TicketCloseTimeOlderMinutes} );
$Param{TicketCloseTimeOlderDate} = $TimeStamp->ToString();
}
# get tickets closed newer than x minutes
if ( defined $Param{TicketCloseTimeNewerMinutes} ) {
$Param{TicketCloseTimeNewerMinutes} ||= 0;
my $TimeStamp = $DateTimeObject->Clone();
$TimeStamp->Subtract( Minutes => $Param{TicketCloseTimeNewerMinutes} );
$Param{TicketCloseTimeNewerDate} = $TimeStamp->ToString();
}
# get tickets closed older than xxxx-xx-xx xx:xx date
my $CompareCloseTimeOlderNewerDate;
if ( $Param{TicketCloseTimeOlderDate} ) {
my $THRef = $Self->_TicketHistoryReferenceForSearchArgument(
Argument => 'TicketCloseTimeOlderDate',
);
return if !$THRef;
# check time format
if (
$Param{TicketCloseTimeOlderDate}
!~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '$Param{TicketCloseTimeOlderDate}'!",
);
return;
}
my $Time = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
String => $Param{TicketCloseTimeOlderDate},
}
);
if ( !$Time ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{TicketCloseTimeOlderDate} . "'!",
);
return;
}
$CompareCloseTimeOlderNewerDate = $Time;
# get close state ids
my @List = $Kernel::OM->Get('Kernel::System::State')->StateGetStatesByType(
StateType => ['closed'],
Result => 'ID',
);
my @StateID = ( $Self->HistoryTypeLookup( Type => 'NewTicket' ) );
push( @StateID, $Self->HistoryTypeLookup( Type => 'StateUpdate' ) );
if (@StateID) {
$SQLExt .= sprintf(
" AND %s.history_type_id IN (%s) AND %s.state_id IN (%s) AND %s.create_time <= '%s'",
$THRef,
( join ', ', sort @StateID ),
$THRef,
( join ', ', sort @List ),
$THRef,
$DBObject->Quote( $Param{TicketCloseTimeOlderDate} )
);
}
}
# get tickets closed newer than xxxx-xx-xx xx:xx date
if ( $Param{TicketCloseTimeNewerDate} ) {
my $THRef = $Self->_TicketHistoryReferenceForSearchArgument(
Argument => 'TicketCloseTimeNewerDate',
);
return if !$THRef;
if (
$Param{TicketCloseTimeNewerDate}
!~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '$Param{TicketCloseTimeNewerDate}'!",
);
return;
}
my $Time = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
String => $Param{TicketCloseTimeNewerDate},
}
);
if ( !$Time ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{TicketCloseTimeNewerDate} . "'!",
);
return;
}
# don't execute queries if newer date is after current date
return if $Time > $DateTimeObject;
# don't execute queries if older/newer date restriction show now valid timeframe
return if $CompareCloseTimeOlderNewerDate && $Time > $CompareCloseTimeOlderNewerDate;
# get close state ids
my @List = $Kernel::OM->Get('Kernel::System::State')->StateGetStatesByType(
StateType => ['closed'],
Result => 'ID',
);
my @StateID = ( $Self->HistoryTypeLookup( Type => 'NewTicket' ) );
push( @StateID, $Self->HistoryTypeLookup( Type => 'StateUpdate' ) );
if (@StateID) {
$SQLExt .= sprintf(
" AND %s.history_type_id IN (%s) AND %s.state_id IN (%s) AND %s.create_time >= '%s'",
$THRef,
( join ', ', sort @StateID ),
$THRef,
( join ', ', sort @List ),
$THRef,
$DBObject->Quote( $Param{TicketCloseTimeNewerDate} )
);
}
}
# check if only pending states are used
if (
defined $Param{TicketPendingTimeOlderMinutes}
|| defined $Param{TicketPendingTimeNewerMinutes}
|| $Param{TicketPendingTimeOlderDate}
|| $Param{TicketPendingTimeNewerDate}
)
{
# get pending state ids
my @List = $Kernel::OM->Get('Kernel::System::State')->StateGetStatesByType(
StateType => [ 'pending reminder', 'pending auto' ],
Result => 'ID',
);
if (@List) {
$SQLExt .= " AND st.ticket_state_id IN (${\(join ', ', sort @List)}) ";
}
}
# get tickets pending older than x minutes
if ( defined $Param{TicketPendingTimeOlderMinutes} ) {
$Param{TicketPendingTimeOlderMinutes} ||= 0;
my $TimeStamp = $Kernel::OM->Create('Kernel::System::DateTime');
$TimeStamp->Subtract( Minutes => $Param{TicketPendingTimeOlderMinutes} );
$Param{TicketPendingTimeOlderDate} = $TimeStamp->ToString();
}
# get tickets pending newer than x minutes
if ( defined $Param{TicketPendingTimeNewerMinutes} ) {
$Param{TicketPendingTimeNewerMinutes} ||= 0;
my $TimeStamp = $DateTimeObject->Clone();
$TimeStamp->Subtract( Minutes => $Param{TicketPendingTimeNewerMinutes} );
$Param{TicketPendingTimeNewerDate} = $TimeStamp->ToString();
}
# get pending tickets older than xxxx-xx-xx xx:xx date
my $ComparePendingTimeOlderNewerDate;
if ( $Param{TicketPendingTimeOlderDate} ) {
# check time format
if (
$Param{TicketPendingTimeOlderDate}
!~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '$Param{TicketPendingTimeOlderDate}'!",
);
return;
}
my $TimeStamp = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
String => $Param{TicketPendingTimeOlderDate},
}
);
if ( !$TimeStamp ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{TicketPendingTimeOlderDate} . "'!",
);
return;
}
$ComparePendingTimeOlderNewerDate = $TimeStamp;
$SQLExt .= " AND st.until_time <= " . $TimeStamp->ToEpoch();
}
# get pending tickets newer than xxxx-xx-xx xx:xx date
if ( $Param{TicketPendingTimeNewerDate} ) {
if (
$Param{TicketPendingTimeNewerDate}
!~ /\d\d\d\d-(\d\d|\d)-(\d\d|\d) (\d\d|\d):(\d\d|\d):(\d\d|\d)/
)
{
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid time format '$Param{TicketPendingTimeNewerDate}'!",
);
return;
}
my $TimeStamp = $Kernel::OM->Create(
'Kernel::System::DateTime',
ObjectParams => {
String => $Param{TicketPendingTimeNewerDate},
}
);
if ( !$TimeStamp ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message =>
"Search not executed due to invalid time '"
. $Param{TicketPendingTimeNewerDate} . "'!",
);
return;
}
# don't execute queries if older/newer date restriction show now valid timeframe
return
if $ComparePendingTimeOlderNewerDate && $TimeStamp > $ComparePendingTimeOlderNewerDate;
$SQLExt .= " AND st.until_time >= " . $TimeStamp->ToEpoch();
}
# archive flag
if ( $Kernel::OM->Get('Kernel::Config')->Get('Ticket::ArchiveSystem') ) {
# if no flag is given, only search for not archived ticket
if ( !$Param{ArchiveFlags} ) {
$Param{ArchiveFlags} = ['n'];
}
# prepare search with archive flags, check arguments
if ( ref $Param{ArchiveFlags} ne 'ARRAY' ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "Invalid attribute ArchiveFlags '$Param{ArchiveFlags}'!",
);
return;
}
# prepare options
my %Options;
for my $Key ( @{ $Param{ArchiveFlags} } ) {
$Options{$Key} = 1;
}
# search for archived
if ( $Options{y} && !$Options{n} ) {
$SQLExt .= ' AND archive_flag = 1';
}
# search for not archived
elsif ( !$Options{y} && $Options{n} ) {
$SQLExt .= ' AND archive_flag = 0';
}
}
# database query for sort/order by option
if ( $Result ne 'COUNT' ) {
$SQLExt .= ' ORDER BY';
for my $Count ( 0 .. $#SortByArray ) {
if ( $Count > 0 ) {
$SQLExt .= ',';
}
# sort by dynamic field
if ( $ValidDynamicFieldParams{ $SortByArray[$Count] } ) {
my ($DynamicFieldName) = $SortByArray[$Count] =~ m/^DynamicField_(.*)$/smx;
my $DynamicField = $TicketDynamicFieldName2Config{$DynamicFieldName} ||
$ArticleDynamicFieldName2Config{$DynamicFieldName};
# If the table was already joined for searching, we reuse it.
if ( !$DynamicFieldJoinTables{$DynamicFieldName} ) {
if ( $TicketDynamicFieldName2Config{$DynamicFieldName} ) {
# Join the table for this dynamic field; use a left outer join in this case.
# With an INNER JOIN we'd limit the result set to tickets which have an entry
# for the DF which is used for sorting.
$SQLFrom
.= " LEFT OUTER JOIN dynamic_field_value dfv$DynamicFieldJoinCounter
ON (st.id = dfv$DynamicFieldJoinCounter.object_id
AND dfv$DynamicFieldJoinCounter.field_id = " .
$DBObject->Quote( $DynamicField->{ID}, 'Integer' ) . ") ";
}
elsif ( $ArticleDynamicFieldName2Config{$DynamicFieldName} ) {
if ( !$ArticleTableJoined ) {
$SQLFrom .= ' INNER JOIN article art ON st.id = art.ticket_id ';
$ArticleTableJoined = 1;
}
$SQLFrom
.= " LEFT OUTER JOIN dynamic_field_value dfv$DynamicFieldJoinCounter
ON (art.id = dfv$DynamicFieldJoinCounter.object_id
AND dfv$DynamicFieldJoinCounter.field_id = " .
$DBObject->Quote( $DynamicField->{ID}, 'Integer' ) . ") ";
}
$DynamicFieldJoinTables{ $DynamicField->{Name} } = "dfv$DynamicFieldJoinCounter";
$DynamicFieldJoinCounter++;
}
my $SQLOrderField = $DynamicFieldBackendObject->SearchSQLOrderFieldGet(
DynamicFieldConfig => $DynamicField,
TableAlias => $DynamicFieldJoinTables{$DynamicFieldName},
);
$SQLSelect .= ", $SQLOrderField ";
$SQLExt .= " $SQLOrderField ";
}
elsif (
$SortByArray[$Count] eq 'Owner'
|| $SortByArray[$Count] eq 'Responsible'
)
{
# Include first name, last name and login in select.
$SQLSelect
.= ', ' . $SortOptions{ $SortByArray[$Count] }
. ', u.first_name, u.last_name, u.login ';
# Join the users table on user's ID.
$SQLFrom
.= ' JOIN users u '
. ' ON ' . $SortOptions{ $SortByArray[$Count] } . ' = u.id ';
my $FirstnameLastNameOrder = $Kernel::OM->Get('Kernel::Config')->Get('FirstnameLastnameOrder') || 0;
my $OrderBySuffix = $OrderByArray[$Count] eq 'Up' ? 'ASC' : 'DESC';
# Sort by configured first and last name order.
if ( $FirstnameLastNameOrder eq '1' || $FirstnameLastNameOrder eq '6' ) {
$SQLExt .= " u.last_name $OrderBySuffix, u.first_name ";
}
elsif ( $FirstnameLastNameOrder eq '2' ) {
$SQLExt .= " u.first_name $OrderBySuffix, u.last_name $OrderBySuffix, u.login ";
}
elsif ( $FirstnameLastNameOrder eq '3' || $FirstnameLastNameOrder eq '7' ) {
$SQLExt .= " u.last_name $OrderBySuffix, u.first_name $OrderBySuffix, u.login ";
}
elsif ( $FirstnameLastNameOrder eq '4' ) {
$SQLExt .= " u.login $OrderBySuffix, u.first_name $OrderBySuffix, u.last_name ";
}
elsif ( $FirstnameLastNameOrder eq '5' || $FirstnameLastNameOrder eq '8' ) {
$SQLExt .= " u.login $OrderBySuffix, u.last_name $OrderBySuffix, u.first_name ";
}
else {
$SQLExt .= " u.first_name $OrderBySuffix, u.last_name ";
}
}
elsif (
$SortByArray[$Count] eq 'EscalationUpdateTime'
|| $SortByArray[$Count] eq 'EscalationResponseTime'
|| $SortByArray[$Count] eq 'EscalationSolutionTime'
|| $SortByArray[$Count] eq 'EscalationTime'
|| $SortByArray[$Count] eq 'PendingTime'
)
{
# Tickets with no Escalation or Pending time have '0' as value in the according ticket columns.
# When sorting by these columns always place ticket's with '0' value on the end, no matter order by.
if ( $Kernel::OM->Get('Kernel::System::DB')->{'DB::Type'} eq 'mysql' ) {
# For MySQL create SQL order by query 'ORDER BY column_value = 0, column_value ASC/DESC'.
$SQLSelect .= ', ' . $SortOptions{ $SortByArray[$Count] };
$SQLExt
.= ' ' . $SortOptions{ $SortByArray[$Count] };
}
else {
# For PostgreSQL and Oracle transform selected 0 values to NULL and use 'NULLS LAST'
# in the end of SQL query.
$SQLSelect .= ', ' . $SortOptions{ $SortByArray[$Count] } . ' AS order_value ';
$SQLExt .= ' order_value ';
}
}
else {
# Regular sort.
$SQLSelect .= ', ' . $SortOptions{ $SortByArray[$Count] };
$SQLExt .= ' ' . $SortOptions{ $SortByArray[$Count] };
}
if ( $OrderByArray[$Count] eq 'Up' ) {
$SQLExt .= ' ASC';
}
else {
$SQLExt .= ' DESC';
}
}
}
# Add only the sql join for the queue table, if columns from the queue table exists in the sql statement.
if ( %GroupList || $LookupSortByArray{Queue} ) {
$SQLFrom .= ' INNER JOIN queue sq ON sq.id = st.queue_id ';
}
# check cache
my $CacheObject;
if ( ( $ArticleTableJoined && $Param{FullTextIndex} ) || $Param{CacheTTL} ) {
$CacheObject = $Kernel::OM->Get('Kernel::System::Cache');
my $CacheData = $CacheObject->Get(
Type => 'TicketSearch',
Key => $SQLSelect . $SQLFrom . $SQLExt . $Result . $Limit,
);
if ( defined $CacheData ) {
if ( ref $CacheData eq 'HASH' ) {
return %{$CacheData};
}
elsif ( ref $CacheData eq 'ARRAY' ) {
return @{$CacheData};
}
elsif ( ref $CacheData eq '' ) {
return $CacheData;
}
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => 'Invalid ref ' . ref($CacheData) . '!'
);
return;
}
}
# database query
my %Tickets;
my @TicketIDs;
my $Count;
return if !$DBObject->Prepare(
SQL => $SQLSelect . $SQLFrom . $SQLExt,
Limit => $Limit
);
while ( my @Row = $DBObject->FetchrowArray() ) {
$Count = $Row[0];
$Tickets{ $Row[0] } = $Row[1];
push @TicketIDs, $Row[0];
}
# return COUNT
if ( $Result eq 'COUNT' ) {
if ($CacheObject) {
$CacheObject->Set(
Type => 'TicketSearch',
Key => $SQLSelect . $SQLFrom . $SQLExt . $Result . $Limit,
Value => $Count,
TTL => $Param{CacheTTL} || 60 * 4,
);
}
return $Count;
}
# return HASH
elsif ( $Result eq 'HASH' ) {
if ($CacheObject) {
$CacheObject->Set(
Type => 'TicketSearch',
Key => $SQLSelect . $SQLFrom . $SQLExt . $Result . $Limit,
Value => \%Tickets,
TTL => $Param{CacheTTL} || 60 * 4,
);
}
return %Tickets;
}
# return ARRAY
else {
if ($CacheObject) {
$CacheObject->Set(
Type => 'TicketSearch',
Key => $SQLSelect . $SQLFrom . $SQLExt . $Result . $Limit,
Value => \@TicketIDs,
TTL => $Param{CacheTTL} || 60 * 4,
);
}
return @TicketIDs;
}
}
=head2 TicketCountByAttribute()
Returns count of tickets per value for a specific attribute.
my $TicketCount = $TicketObject->TicketCountByAttribute(
Attribute => 'ServiceID',
TicketIDs => [ 1, 2, 3 ],
);
Returns:
$TicketCount = {
Attribute_Value_1 => 1,
Attribute_Value_2 => 3,
...
};
=cut
sub TicketCountByAttribute {
my ( $Self, %Param ) = @_;
if ( !$Param{Attribute} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => 'Need Attribute!',
);
return;
}
# Check supported attributes.
my $Attribute = $Param{Attribute};
my %AttributeToDatabase = (
Lock => 'ticket_lock_id',
LockID => 'ticket_lock_id',
Queue => 'queue_id',
QueueID => 'queue_id',
Priority => 'ticket_priority_id',
PriorityID => 'ticket_priority_id',
Service => 'service_id',
ServiceID => 'service_id',
SLA => 'sla_id',
SLAID => 'sla_id',
State => 'ticket_state_id',
StateID => 'ticket_state_id',
Type => 'type_id',
TypeID => 'type_id',
);
if ( !$AttributeToDatabase{$Attribute} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => "No matching database colum found for Attribute '$Attribute'!",
);
return;
}
my $DatabaseColumn = $AttributeToDatabase{$Attribute};
# Nothing to do.
return {} if !IsArrayRefWithData( $Param{TicketIDs} );
my @BindTicketIDs = map { \$_ } @{ $Param{TicketIDs} };
# Prepare value-type attributes.
my %AttributeValueLookup;
if ( $Attribute eq 'Lock' ) {
%AttributeValueLookup = $Kernel::OM->Get('Kernel::System::Lock')->LockList( UserID => 1 );
}
elsif ( $Attribute eq 'Queue' ) {
%AttributeValueLookup = $Kernel::OM->Get('Kernel::System::Queue')->QueueList( Valid => 0 );
}
elsif ( $Attribute eq 'Priority' ) {
%AttributeValueLookup = $Kernel::OM->Get('Kernel::System::Priority')->PriorityList( Valid => 0 );
}
elsif ( $Attribute eq 'Service' ) {
%AttributeValueLookup = $Kernel::OM->Get('Kernel::System::Service')->ServiceList(
Valid => 0,
UserID => 1,
);
}
elsif ( $Attribute eq 'SLA' ) {
%AttributeValueLookup = $Kernel::OM->Get('Kernel::System::SLA')->SLAList(
Valid => 0,
UserID => 1,
);
}
elsif ( $Attribute eq 'State' ) {
%AttributeValueLookup = $Kernel::OM->Get('Kernel::System::State')->StateList(
Valid => 0,
UserID => 1,
);
}
elsif ( $Attribute eq 'Type' ) {
%AttributeValueLookup = $Kernel::OM->Get('Kernel::System::Type')->TypeList( Valid => 0 );
}
my $AttributeType = %AttributeValueLookup ? 'Value' : 'ID';
# Split IN statement with more than 900 elements in more statements combined with OR
# because Oracle doesn't support more than 1000 elements in one IN statement.
my @TicketIDs = @BindTicketIDs;
my @SQLStrings;
while ( scalar @TicketIDs ) {
# Remove section in the array.
my @TicketIDsPart = splice @TicketIDs, 0, 900;
my $TicketIDString = join ',', ('?') x scalar @TicketIDsPart;
# Add new statement.
push @SQLStrings, "id IN ($TicketIDString)";
}
my $SQLString = join ' OR ', @SQLStrings;
# Get count from database.
my $DBObject = $Kernel::OM->Get('Kernel::System::DB');
return if !$DBObject->Prepare(
SQL =>
'SELECT COUNT(*), ' . $DatabaseColumn
. ' FROM ticket'
. ' WHERE ' . $SQLString
. ' AND ' . $DatabaseColumn . ' IS NOT NULL'
. ' GROUP BY ' . $DatabaseColumn,
Bind => \@BindTicketIDs,
Limit => 10_000,
);
my %AttributeCount;
while ( my @Row = $DBObject->FetchrowArray() ) {
$AttributeCount{ $Row[1] } = $Row[0];
}
# No conversion necessary.
return \%AttributeCount if $AttributeType eq 'ID';
# Convert database IDs to values, skip entries with unknown value lookup.
my %AttributeCountConverted = map { $AttributeValueLookup{$_} => $AttributeCount{$_} }
grep { $AttributeValueLookup{$_} } sort keys %AttributeCount;
return \%AttributeCountConverted;
}
=head1 PRIVATE INTERFACE
=head2 _TicketHistoryReferenceForSearchArgument
Returns the ticket history reference to the given search argument.
my $Self->_TicketHistoryReferenceForSearchArgument(
Argument => '...' # argument name
);
Result
C<undef> - in case the argument is not mapped
string - the ticket history reference name
=cut
sub _TicketHistoryReferenceForSearchArgument {
my ( $Self, %Param ) = @_;
# Column to TicketHistory table reference map
my %ArgumentTableMap = (
# Ticket create columns reference.
CreatedStates => 'th0',
CreatedStateIDs => 'th0',
CreatedQueues => 'th0',
CreatedQueueIDs => 'th0',
CreatedPriorities => 'th0',
CreatedPriorityIDs => 'th0',
CreatedTypes => 'th0',
CreatedTypeIDs => 'th0',
CreatedUserIDs => 'th0',
# Ticket change columns reference.
TicketChangeTimeNewerDate => 'th1',
TicketChangeTimeNewerMinutes => 'th1',
TicketChangeTimeOlderDate => 'th1',
TicketChangeTimeOlderMinutes => 'th1',
TicketLastChangeTimeNewerDate => 'th1',
TicketLastChangeTimeNewerMinutes => 'th1',
TicketLastChangeTimeOlderDate => 'th1',
TicketLastChangeTimeOlderMinutes => 'th1',
# Ticket close columns reference.
TicketCloseTimeNewerDate => 'th2',
TicketCloseTimeNewerMinutes => 'th2',
TicketCloseTimeOlderDate => 'th2',
TicketCloseTimeOlderMinutes => 'th2',
);
my $Argument = $Param{Argument};
# Check if the column is mapped
my $Table = $ArgumentTableMap{$Argument};
if ( !$Table ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Message => "TicketSearch :: no table_history map for argument '${ Argument }'",
Priority => 'error',
);
return;
}
return $Table;
}
1;
=head1 TERMS AND CONDITIONS
This software is part of the OTRS project (L<https://otrs.org/>).
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 L<https://www.gnu.org/licenses/gpl-3.0.txt>.
=cut
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