[SOLVED] Run generic agent task once a month

[jbaptiste]

Hi,

Looking at the generic agent administration page I see that it's possible to define time periods for the task execution up to weekly, but it seems it isn't possible to do it once a month. The need for this is because there's an external system that sends to our OTRS some notifications when something happens, but they become invalid when the next month starts, so we need to close all those tickets created by the notifications the first of each month. Is this possible to accomplish ?

[RStraub]

The simplest way would probably be a generic agent WITHOUT a schedule that you trigger manually once a month.

As you can't (afaik) trigger a GA via console, you would need a custom standalone module that you can trigger via cronjobs - to automate this.

[jbaptiste]

The simplest way would probably be a generic agent WITHOUT a schedule that you trigger manually once a month.

As you can't (afaik) trigger a GA via console, you would need a custom standalone module that you can trigger via cronjobs - to automate this.

Thanks for your answer, could you elaborate a little more about the custom standalone modules ?

[RStraub]

Sure!

Create a minimal working example (meaning, can be executed from the shell), like this:

Code: Select all

#!/usr/bin/perl

use strict;
use warnings;

use lib '/opt/otrs/';
use lib '/opt/otrs/Kernel/cpan-lib';
use lib '/opt/otrs/Custom';
use DBI();

use Kernel::System::ObjectManager;

local $Kernel::OM = Kernel::System::ObjectManager->new(
    'Kernel::System::Log' => {
        LogPrefix => 'TTO-tto.RemindOpenSicknessTickets',
    },
);
my $TicketObject  = $Kernel::OM->Get('Kernel::System::Ticket');
my @OpenTickets = $TicketObject->TicketSearch(
    Result => 'ARRAY',
    States => ['open', 'new'],
    UserID => 1,
);
use Data::Dumper;
printf Dumper(\@OpenTickets);

1;

You then can call it via shell or cron "perl NameOfYourFile.pl".
In that file you can manipulate OTRS Data just as in any module that's called by OTRS itself.

[jbaptiste]

Thanks for your answer, one last thing (for now), could you point me to the correct documentation ? I'm looking at:

https://otrs.github.io/doc/api/otrs/4.0 ... te.pm.html

but it seems that that's the documentation for the interface, and I can't find the implementation like you put with TicketSearch.


PS: I'm a developer but I'm not familiar with perl, so please have some patience with me

[RStraub]

I use a either of these sites:
http://otrs.perl-services.de/docs/otrs/ ... earch.html
or
https://otrs.github.io/doc/api/otrs/4.0 ... ch.pm.html

Either of them works fine and I only had very few problems with a wrong documentation (one example beeing the "GroupMemberList" of the GroupObject).

[jbaptiste]

I use a either of these sites:
http://otrs.perl-services.de/docs/otrs/ ... earch.html
or
https://otrs.github.io/doc/api/otrs/4.0 ... ch.pm.html

Either of them works fine and I only had very few problems with a wrong documentation (one example beeing the "GroupMemberList" of the GroupObject).

But those pages are for TicketSearch, I'm looking at how to update the tickets with the new state, and by what I have found, I need to use TicketUpdate, right ?

[RStraub]

Well, if you want to close it (read: change the state) use this page:
https://otrs.github.io/doc/api/otrs/4.0 ... et.pm.html
with the function TicketStateSet()

[jbaptiste]

Well, if you want to close it (read: change the state) use this page:
https://otrs.github.io/doc/api/otrs/4.0 ... et.pm.html
with the function TicketStateSet()

Thanks! I got a basic example working, now to learn perl (lol) and make it go through all the needed tickets to be closed, this is a good start

[jbaptiste]

I just noticed something, it only closes the ticket in the second run, this is my script:

Code: Select all

#!/usr/bin/perl

use strict;
use warnings;

use lib '/opt/otrs/';
use lib '/opt/otrs/Kernel/cpan-lib';
use lib '/opt/otrs/Custom';
use DBI();

use Kernel::System::ObjectManager;

local $Kernel::OM = Kernel::System::ObjectManager->new(
    'Kernel::System::Log' => {
        LogPrefix => 'CloseAkamaiAlertTickets',
    },
);
my $TicketObject  = $Kernel::OM->Get('Kernel::System::Ticket');
my @OpenTickets = $TicketObject->TicketSearch(
    Result => 'ARRAY',
    States => ['open', 'new'],
    UserID => 1,
);

my $Success = $TicketObject->TicketStateSet(
      State     => 'closed successful',
      TicketID  => 2,
      UserID    => 1,
      Subject   => '%New Alert%',
  );

use Data::Dumper;
printf Dumper(\@OpenTickets);

1;

Any idea why it could be happening ?

[reneeb]

Why do you think that the script closes the ticket only on the second run? If you think so, because you see the ticket in the dump, then note that you get the list of open tickets first, then close the ticket and then dump the list of open tickets. You should get the list of open tickets after the state change again and dump the second list

[jbaptiste]

You are right, after I removed the dump line, I see it's working. This is the full script if someone else is interested:

Code: Select all

use strict;
use warnings;

use lib '/opt/otrs/';
use lib '/opt/otrs/Kernel/cpan-lib';
use lib '/opt/otrs/Custom';
use DBI();

use Kernel::System::ObjectManager;

local $Kernel::OM = Kernel::System::ObjectManager->new(
    'Kernel::System::Log' => {
        LogPrefix => 'CloseAkamaiAlertTickets',
    },
);
my $TicketObject  = $Kernel::OM->Get('Kernel::System::Ticket');
my @OpenTickets = $TicketObject->TicketSearch(
    Result => 'ARRAY',
    States => ['open', 'new'],
    UserID => 1,
    From => '%noreply@alertsystem.com%',
    Subject => '%New Alert%',
);

sub closeTickets {
  foreach my $v (@_) {
      my $Success = $TicketObject->TicketStateSet(
          State     => 'closed successful',
          TicketID  => $v,
          UserID    => 1,
      );
  }
}

closeTickets(@OpenTickets);

[RStraub]

Glad we found another happy modder

[jbaptiste]

Glad we found another happy modder

Yeah ! I just updated the OP topic to mark it as solved. Thanks !