Multiple responsibles or watchers in a ticket?

[did12345]

Hi,
I'd like to know if there is a way to set multiple responsible agents to a ticket, so that they may follow all the ticket actions, or to add them automatically to the watchlist. Is this possible?

[did12345]

I may have found a way through the ticket event module, but i can't get it working, any ideas??

In config.pm i added:
$SELF->{'Ticket::EventModulePost'}->{'TicketCreateSuscribe'}={module=>'Kernel::System::Ticket::Event::TicketCreateSuscribe'};


The package:

Code: Select all

# --
# Kernel/System/Ticket/Event/TicketCreateSuscribe.pm - test event module
# Copyright (C) 2001-2011 xxx, http://otrs.org/
# --
# $Id: Test.pm,v 1.12 2011-11-25 10:14:18 mg Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

package Kernel::System::Ticket::Event::TicketCreateSuscribe;

use strict;
use warnings;

use vars qw($VERSION);
$VERSION = qw($Revision: 1.12 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = {};
    bless( $Self, $Type );

    # get needed objects
    for (qw(ConfigObject TicketObject LogObject UserObject CustomerUserObject SendmailObject)) {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    return $Self;
}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(Data Event Config)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }
    for (qw(TicketID)) {
        if ( !$Param{Data}->{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_ in Data!" );
            return;
        }
    }

    if ( $Param{Event} eq 'TicketCreate' ) {
        my %Ticket = $Self->{TicketObject}->TicketGet(
            TicketID      => $Param{Data}->{TicketID},
            DynamicFields => 0,
        );
        if ( $Ticket{Type} eq 'DEMANDE DE SERVICE' ) {
#we start doing stuff
    # trigger event
    $Self->{TicketObject}->TicketWatchSubscribe(
        TicketID    => $Param{TicketID},
        WatchUserID => $Param{UserID},
        UserID      => $Param{UserID},
    );

    # add history
    $Self->HistoryAdd(
        TicketID     => $Param{TicketID},
        CreateUserID => $Param{UserID},
        HistoryType  => 'Subscription to watchlist',
        Name         => "\%\%$User{UserFirstname} $User{UserLastname} ($User{UserLogin})",
    );


    return 1;
               }
 
    }

1;

[reneeb]

Please use the [ code ]-Tags...


Your config should look like

Code: Select all

$Self->{'Ticket::EventModulePost'}->{'111-TicketCreateSuscribe'} = {
    Module => 'Kernel::System::Ticket::Event::TicketCreateSuscribe',
    Event   => 'TicketCreate',
};

$SELF -> $Self
module -> Module
added: Event

I didn't check the Perl module...

[did12345]

Please use the

Code: Select all

-Tags...


Your config should look like [code]$Self->{'Ticket::EventModulePost'}->{'111-TicketCreateSuscribe'} = {
    Module => 'Kernel::System::Ticket::Event::TicketCreateSuscribe',
    Event   => 'TicketCreate',
};

$SELF -> $Self
module -> Module
added: Event

I didn't check the Perl module...

Thank you very much i'll check it out, i corrected the post

[did12345]

Still not working any ideas?

[reneeb]

Any messages in the log files?

[did12345]

Any messages in the log files?

nothing! I tried correcting the module so that it could get a certain ticket type and then suscribe the user to the watcher list... but it still does not work...
i tried this with $PARAM {typeID}

the "corrected" code of the module is

Code: Select all

# --
# Kernel/System/Ticket/Event/TicketCreateSuscribe - test event module

package Kernel::System::Ticket::Event::TicketCreateSuscribe;

use strict;
use warnings;

use vars qw($VERSION);
$VERSION = qw($Revision: 1.12 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = {};
    bless( $Self, $Type );

    # get needed objects
    for (qw(ConfigObject TicketObject LogObject UserObject CustomerUserObject SendmailObject TypeID UserID)) {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
		}

    return $Self;
	}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(Data Event Config)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }
    for (qw(TicketID)) {
        if ( !$Param{Data}->{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_ in Data!" );
            return;
        }
    }

    if ( $Param{Event} eq 'TicketCreate' ) {
        my %Ticket = $Self->{TicketObject}->TicketGet(
            TicketID      => $Param{Data}->{TicketID},
            DynamicFields => 0,
        );
			if ( $Param{TypeID} eq '15') {
#we start doing stuff
    # trigger event
				$Self->{TicketObject}->TicketWatchSubscribe(
				TicketID    => $Param{TicketID},
				WatchUserID => $Param{UserID},
				UserID      => $Param{UserID},
				);

    # add history
				$Self->HistoryAdd(
				TicketID     => $Param{TicketID},
				CreateUserID => $Param{UserID},
				HistoryType  => 'Subscription to watchlist',
				Name         => "\%\%$User{UserFirstname} $User{UserLastname} ($User{UserLogin})",
				);


				
			}
 
        }	
		return 1;
	}
1;

[hmmmm3]

Did you get this to work for you?

[did12345]

nope...

[crythias]

Use a distribution list email address attached to the watcher agent.