Kernel::GenericInterface::Operation::Ticket::TicketUpdate - GenericInterface Ticket TicketUpdate Operation backend
usually, you want to create an instance of this by using Kernel::GenericInterface::Operation->new();
perform TicketUpdate Operation. This will return the updated TicketID and if applicable the created ArticleID.
my $Result = $OperationObject->Run( Data => { UserLogin => 'some agent login', # UserLogin or CustomerUserLogin or SessionID is # required CustomerUserLogin => 'some customer login', SessionID => 123, Password => 'some password', # if UserLogin or customerUserLogin is sent then # Password is required TicketID => 123, # TicketID or TicketNumber is required TicketNumber => '2004040510440485', Ticket { # optional Title => 'some ticket title', QueueID => 123, # Optional Queue => 'some queue name', # Optional LockID => 123, # optional Lock => 'some lock name', # optional TypeID => 123, # optional Type => 'some type name', # optional ServiceID => 123, # optional Service => 'some service name', # optional SLAID => 123, # optional SLA => 'some SLA name', # optional StateID => 123, # optional State => 'some state name', # optional PriorityID => 123, # optional Priority => 'some priority name', # optional OwnerID => 123, # optional Owner => 'some user login', # optional ResponsibleID => 123, # optional Responsible => 'some user login', # optional CustomerUser => 'some customer user login', PendingTime { # optional Year => 2011, Month => 12 Day => 03, Hour => 23, Minute => 05, }, # or # PendingTime { # Diff => 10080, # Pending time in minutes #}, }, Article => { # optional CommunicationChannel => 'Email', # CommunicationChannel or CommunicationChannelID must be provided. CommunicationChannelID => 1, IsVisibleForCustomer => 1, # optional SenderTypeID => 123, # optional SenderType => 'some sender type name', # optional AutoResponseType => 'some auto response type', # optional From => 'some from string', # optional Subject => 'some subject', Body => 'some body', ContentType => 'some content type', # ContentType or MimeType and Charset is required MimeType => 'some mime type', Charset => 'some charset', HistoryType => 'some history type', # optional HistoryComment => 'Some history comment', # optional TimeUnit => 123, # optional NoAgentNotify => 1, # optional ForceNotificationToUserID => [1, 2, 3] # optional ExcludeNotificationToUserID => [1, 2, 3] # optional ExcludeMuteNotificationToUserID => [1, 2, 3] # optional }, DynamicField => [ # optional { Name => 'some name', Value => $Value, # value type depends on the dynamic field }, # ... ], # or # DynamicField { # Name => 'some name', # Value => $Value, #}, Attachment [ { Content => 'content' # base64 encoded ContentType => 'some content type' Filename => 'some fine name' }, # ... ], #or #Attachment { # Content => 'content' # ContentType => 'some content type' # Filename => 'some fine name' #}, }, ); $Result = { Success => 1, # 0 or 1 ErrorMessage => '', # in case of error Data => { # result data payload after Operation TicketID => 123, # Ticket ID number in OTRS (help desk system) ArticleID => 43, # Article ID number in OTRS (help desk system) Error => { # should not return errors ErrorCode => 'TicketUpdate.ErrorCode' ErrorMessage => 'Error Description' }, # If IncludeTicketData is enabled Ticket => [ { TicketNumber => '20101027000001', Title => 'some title', TicketID => 123, State => 'some state', StateID => 123, StateType => 'some state type', Priority => 'some priority', PriorityID => 123, Lock => 'lock', LockID => 123, Queue => 'some queue', QueueID => 123, CustomerID => 'customer_id_123', CustomerUserID => 'customer_user_id_123', Owner => 'some_owner_login', OwnerID => 123, Type => 'some ticket type', TypeID => 123, SLA => 'some sla', SLAID => 123, Service => 'some service', ServiceID => 123, Responsible => 'some_responsible_login', ResponsibleID => 123, Age => 3456, Created => '2010-10-27 20:15:00' CreateBy => 123, Changed => '2010-10-27 20:15:15', ChangeBy => 123, ArchiveFlag => 'y', DynamicField => [ { Name => 'some name', Value => 'some value', }, ], # (time stamps of expected escalations) EscalationResponseTime (unix time stamp of response time escalation) EscalationUpdateTime (unix time stamp of update time escalation) EscalationSolutionTime (unix time stamp of solution time escalation) # (general escalation info of nearest escalation type) EscalationDestinationIn (escalation in e. g. 1h 4m) EscalationDestinationTime (date of escalation in unix time, e. g. 72193292) EscalationDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00") EscalationTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800") EscalationTime (seconds total till escalation of nearest escalation time type - response, update or solution time, e. g. "3600") # (detailed escalation info about first response, update and solution time) FirstResponseTimeEscalation (if true, ticket is escalated) FirstResponseTimeNotification (if true, notify - x% of escalation has reached) FirstResponseTimeDestinationTime (date of escalation in unix time, e. g. 72193292) FirstResponseTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00") FirstResponseTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800") FirstResponseTime (seconds total till escalation, e. g. "3600") UpdateTimeEscalation (if true, ticket is escalated) UpdateTimeNotification (if true, notify - x% of escalation has reached) UpdateTimeDestinationTime (date of escalation in unix time, e. g. 72193292) UpdateTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00") UpdateTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800") UpdateTime (seconds total till escalation, e. g. "3600") SolutionTimeEscalation (if true, ticket is escalated) SolutionTimeNotification (if true, notify - x% of escalation has reached) SolutionTimeDestinationTime (date of escalation in unix time, e. g. 72193292) SolutionTimeDestinationDate (date of escalation, e. g. "2009-02-14 18:00:00") SolutionTimeWorkingTime (seconds of working/service time till escalation, e. g. "1800") SolutionTime (seconds total till escalation, e. g. "3600") Article => [ { ArticleID From To Cc Subject Body ReplyTo MessageID InReplyTo References SenderType SenderTypeID CommunicationChannelID IsVisibleForCustomer ContentType Charset MimeType IncomingTime DynamicField => [ { Name => 'some name', Value => 'some value', }, ], Attachment => [ { Content => "xxxx", # actual attachment contents, base64 enconded ContentAlternative => "", ContentID => "", ContentType => "application/pdf", Filename => "StdAttachment-Test1.pdf", Filesize => "4.6 KBytes", FilesizeRaw => 4722, }, ], }, ], }, ], }, };
This software is part of the OTRS project (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 https://www.gnu.org/licenses/gpl-3.0.txt.