Search found 9 matches
- 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.
- 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.
- 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...
- 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 ...
- 03 Apr 2014, 14:44
- Forum: General
- Topic: TicketSearch: UserID and disabling cache
- Replies: 9
- Views: 3845
Re: TicketSearch: UserID and disabling cache
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.crythias wrote:Do you want an array passed to a hash?crythias wrote:my %query = (
Result => 'ARRAY',
- 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...
- 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;...
- 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.
I have figured out roughly how to do this now though.
- 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...