Search found 9 matches

by pwaring
08 Apr 2014, 15:09
Forum: General
Topic: Auto-reply when creating article
Replies: 5
Views: 1484

Re: Auto-reply when creating article

Ah, I need to use ArticleSend instead (which seems to do the same as ArticleCreate except send the email as well). Changing that one call fixed everything. Thanks. :)
by pwaring
08 Apr 2014, 14:47
Forum: General
Topic: Auto-reply when creating article
Replies: 5
Views: 1484

Re: Auto-reply when creating article

I know how to send emails in Perl, but OTRS has its own functionality for sending out replies to tickets to the customer. I'd prefer to have OTRS automatically take care of the reply if possible rather than duplicating the effort in my own code.
by pwaring
08 Apr 2014, 14:34
Forum: General
Topic: Auto-reply when creating article
Replies: 5
Views: 1484

Auto-reply when creating article

I'm using the following code to create a new article on an existing ticket: my $article_id = $TicketObject->ArticleCreate( TicketID => $ticket_id, ArticleType => 'email-external', SenderType => 'system', From => $first_article{'ToRealname'}, To => $first_article{'From'}, Subject => 'Forwarding ticke...
by pwaring
03 Apr 2014, 16:46
Forum: General
Topic: TicketSearch: UserID and disabling cache
Replies: 9
Views: 3845

Re: TicketSearch: UserID and disabling cache

According to the Admin <-> Group page, UserID 1 already has all permissions for all groups (as do two other users whose IDs I've tried), but if I use UserID 1 for the ticket search I don't get any results. Does it make a difference if tickets are locked (as most of them seem to be)? No, it doesn't ...
by pwaring
03 Apr 2014, 14:44
Forum: General
Topic: TicketSearch: UserID and disabling cache
Replies: 9
Views: 3845

Re: TicketSearch: UserID and disabling cache

crythias wrote:
crythias wrote:my %query = (
  Result => 'ARRAY',
Do you want an array passed to a hash?
I'm not sure what you mean by that. The result of TicketSearch goes into @result, which is an array, and the parameter to TicketSearch is a hash.
by pwaring
03 Apr 2014, 14:25
Forum: General
Topic: TicketSearch: UserID and disabling cache
Replies: 9
Views: 3845

Re: TicketSearch: UserID and disabling cache

Is there any way to bypass this permission check? As far as I can tell from the documentation, passing UserID only returns tickets owned by that user, but I want to search across all tickets. The search is done for all tickets but only ticket ids where the user has permission to are returned. You s...
by pwaring
03 Apr 2014, 13:57
Forum: General
Topic: TicketSearch: UserID and disabling cache
Replies: 9
Views: 3845

TicketSearch: UserID and disabling cache

I'm trying to query an instance of OTRS from a separate script (code below, mostly comes from the example in Kernel::System::Ticket to create a ticket object which I can then use to search) to find tickets matching certain criteria and then acting upon them. #!/usr/bin/perl use strict; use warnings;...
by pwaring
03 Apr 2014, 13:45
Forum: General
Topic: Process OTRS queue via external script
Replies: 2
Views: 1342

Re: Process OTRS queue via external script

I don't particularly want to use a module, as that's harder to test iteratively - with a separate script I can run it again and again until I'm happy it does what I want, plus I can keep it separate from the OTRS source.

I have figured out roughly how to do this now though.
by pwaring
02 Apr 2014, 14:12
Forum: General
Topic: Process OTRS queue via external script
Replies: 2
Views: 1342

Process OTRS queue via external script

I have an existing OTRS installation and want to run a script (via cron) to email all new/open tickets from a given queue to an email address and then mark them as resolved (this is the simplest way I can think of to transfer tickets from OTRS to another request management system). However, I'm stru...