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# --
# Copyright (C) 2001-2021 OTRS AG, https://otrs.com/
# --
# 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 https://www.gnu.org/licenses/gpl-3.0.txt.
# --
package Kernel::System::GenericAgent::AutoPriorityIncrease;
use strict;
use warnings;
our @ObjectDependencies = (
'Kernel::System::DateTime',
'Kernel::System::Log',
'Kernel::System::Priority',
'Kernel::System::Ticket',
);
sub new {
my ( $Type, %Param ) = @_;
# allocate new hash for object
my $Self = {};
bless( $Self, $Type );
# 0=off; 1=on;
$Self->{Debug} = $Param{Debug} || 0;
return $Self;
}
sub Run {
my ( $Self, %Param ) = @_;
my $Update = 0;
my $LatestAutoIncrease = 0;
# check needed param
if ( !$Param{New}->{'TimeInterval'} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => 'Need TimeInterval param for GenericAgent module!',
);
return;
}
$Param{New}->{TimeInterval} = $Param{New}->{TimeInterval} * 60;
# get ticket object
my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
# get ticket data
my %Ticket = $TicketObject->TicketGet(
%Param,
DynamicFields => 0,
);
my @HistoryLines = $TicketObject->HistoryGet( %Param, UserID => 1 );
# find latest auto priority update
for my $History (@HistoryLines) {
if ( $History->{Name} =~ /^AutoPriorityIncrease/ ) {
$LatestAutoIncrease = $History->{CreateTime};
}
}
if ( !$LatestAutoIncrease ) {
$LatestAutoIncrease = $Ticket{Created};
}
# get time object
my $DateTimeObject = $Kernel::OM->Create('Kernel::System::DateTime');
my $SystemTime = $DateTimeObject->ToEpoch();
$LatestAutoIncrease = $DateTimeObject->Set(
String => $LatestAutoIncrease,
);
$LatestAutoIncrease = $LatestAutoIncrease ? $DateTimeObject->ToEpoch() : undef;
if (
( $SystemTime - $LatestAutoIncrease )
> $Param{New}->{TimeInterval}
)
{
$Update = 1;
}
# check if priority needs to be increased
if ( !$Update ) {
# do nothing
if ( $Self->{Debug} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'debug',
Message =>
"Nothing to do on (Ticket=$Ticket{TicketNumber}/TicketID=$Ticket{TicketID})!",
);
}
return 1;
}
# increase priority
my $Priority = $Kernel::OM->Get('Kernel::System::Priority')->PriorityLookup(
PriorityID => ( $Ticket{PriorityID} + 1 ),
);
# do nothing if already highest priority
if ( !$Priority ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'notice',
Message =>
"Ticket=$Ticket{TicketNumber}/TicketID=$Ticket{TicketID} already set to higest priority! Can't increase priority!",
);
return 1;
}
# increase priority
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'notice',
Message =>
"Increase priority of (Ticket=$Ticket{TicketNumber}/TicketID=$Ticket{TicketID}) to $Priority!",
);
$TicketObject->TicketPrioritySet(
TicketID => $Param{TicketID},
PriorityID => ( $Ticket{PriorityID} + 1 ),
UserID => 1,
);
$TicketObject->HistoryAdd(
Name => "AutoPriorityIncrease (Priority=$Priority/PriorityID="
. ( $Ticket{PriorityID} + 1 ) . ")",
HistoryType => 'Misc',
TicketID => $Param{TicketID},
UserID => 1,
CreateUserID => 1,
);
return 1;
}
1;
|
