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# --
# Kernel/System/GenericAgent/AutoPriorityIncrease.pm - generic agent auto priority increase
# Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/
# --
# $Id: AutoPriorityIncrease.pm,v 1.4 2007/03/05 02:06:33 martin Exp $
# --
# 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 http://www.gnu.org/licenses/gpl.txt.
# --
package Kernel::System::GenericAgent::AutoPriorityIncrease;
use strict;
use vars qw(@ISA $VERSION);
$VERSION = '$Revision: 1.4 $';
$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/;
sub new {
my $Type = shift;
my %Param = @_;
# allocate new hash for object
my $Self = {};
bless ($Self, $Type);
# check needed objects
foreach (qw(DBObject ConfigObject LogObject TicketObject TimeObject)) {
$Self->{$_} = $Param{$_} || die "Got no $_!";
}
# 0=off; 1=on;
$Self->{Debug} = $Param{Debug} || 0;
return $Self;
}
sub Run {
my $Self = shift;
my %Param = @_;
my $Update = 0;
my $LatestAutoIncrease = 0;
# check needed param
if (!$Param{New}->{"TimeInterval"}) {
$Self->{LogObject}->Log(
Priority => 'error',
Message => "Need TimeInterval param for GenericAgent module!",
);
return;
}
else {
$Param{New}->{"TimeInterval"} = $Param{New}->{"TimeInterval"} * 60;
}
# get ticket data
my %Ticket = $Self->{TicketObject}->TicketGet(%Param);
my @HistoryLines = $Self->{TicketObject}->HistoryGet(%Param, UserID => 1);
# find latest auto priority update
foreach my $History (@HistoryLines) {
if ($History->{Name} =~ /^AutoPriorityIncrease/) {
$LatestAutoIncrease = $History->{CreateTime};
}
}
if (!$LatestAutoIncrease) {
$LatestAutoIncrease = $Ticket{Created};
}
$LatestAutoIncrease = $Self->{TimeObject}->TimeStamp2SystemTime(
String => $LatestAutoIncrease,
);
if (($Self->{TimeObject}->SystemTime() - $LatestAutoIncrease) > $Param{New}->{"TimeInterval"}) {
$Update = 1;
}
# check if priority needs to be increased
if (!$Update) {
# do nothing
if ($Self->{Debug}) {
$Self->{LogObject}->Log(
Priority => 'debug',
Message => "Nothing to do on (Ticket=$Ticket{TicketNumber}/TicketID=$Ticket{TicketID})!",
);
}
return 1;
}
else {
# increase priority
my $Priority = $Self->{PriorityObject}->PriorityLookup(PriorityID => ($Ticket{PriorityID}+1));
# do nothing if already highest priority
if (!$Priority) {
$Self->{LogObject}->Log(
Priority => 'notice',
Message => "Ticket=$Ticket{TicketNumber}/TicketID=$Ticket{TicketID} already set to higest priority! Can't increase priority!",
);
return 1;
}
# increase priority
else {
$Self->{LogObject}->Log(
Priority => 'notice',
Message => "Increase priority of (Ticket=$Ticket{TicketNumber}/TicketID=$Ticket{TicketID}) to $Priority!",
);
$Self->{TicketObject}->PrioritySet(
TicketID => $Param{TicketID},
PriorityID => ($Ticket{PriorityID}+1),
UserID => 1,
);
$Self->{TicketObject}->HistoryAdd(
Name => "AutoPriorityIncrease (Priority=$Priority/PriorityID=".($Ticket{PriorityID}+1).")",
HistoryType => 'Misc',
TicketID => $Param{TicketID},
UserID => 1,
CreateUserID => 1,
);
return 1;
}
}
return 1;
}
1;
|
