97 lines
2.6 KiB
Perl
97 lines
2.6 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::Ticket::Event::TriggerEscalationStopEvents;
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use strict;
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use warnings;
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our @ObjectDependencies = (
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'Kernel::System::Log',
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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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return $Self;
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}
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sub Run {
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my ( $Self, %Param ) = @_;
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# check needed stuff
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for my $Needed (qw(Event UserID Config)) {
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if ( !$Param{$Needed} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => "Need $Needed!"
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);
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return;
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}
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}
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for my $Needed (qw(OldTicketData TicketID)) {
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if ( !$Param{Data}->{$Needed} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'error',
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Message => "Need $Needed in Data!"
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);
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return;
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}
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}
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# get ticket object
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my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
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# get the current escalation status
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my %Ticket = $TicketObject->TicketGet(
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TicketID => $Param{Data}->{TicketID},
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UserID => $Param{UserID},
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DynamicFields => 0,
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);
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# compare old and the current escalation status
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my %Attr2Event = (
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FirstResponseTimeEscalation => 'EscalationResponseTimeStop',
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UpdateTimeEscalation => 'EscalationUpdateTimeStop',
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SolutionTimeEscalation => 'EscalationSolutionTimeStop',
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);
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while ( my ( $Attr, $Event ) = each %Attr2Event ) {
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if ( $Param{Data}->{OldTicketData}->{$Attr} && !$Ticket{$Attr} ) {
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# trigger the event
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$TicketObject->EventHandler(
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Event => $Event,
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UserID => $Param{UserID},
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Data => {
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TicketID => $Param{Data}->{TicketID},
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OldTicketData => $Param{Data}->{OldTicketData},
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},
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);
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# log the triggered event in the history
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$TicketObject->HistoryAdd(
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TicketID => $Param{Data}->{TicketID},
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HistoryType => $Event,
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Name => "%%$Event%%triggered",
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CreateUserID => $Param{UserID},
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);
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}
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}
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return 1;
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}
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1;
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