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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::ProcessManagement::TransitionAction::TicketStateSet;
use strict;
use warnings;
use utf8;
use Kernel::System::VariableCheck qw(:all);
use parent qw(Kernel::System::ProcessManagement::TransitionAction::Base);
our @ObjectDependencies = (
'Kernel::System::Log',
'Kernel::System::State',
'Kernel::System::Ticket',
'Kernel::System::DateTime',
);
=head1 NAME
Kernel::System::ProcessManagement::TransitionAction::TicketStateSet - A module to set the ticket state
=head1 DESCRIPTION
All TicketStateSet functions.
=head1 PUBLIC INTERFACE
=head2 new()
Don't use the constructor directly, use the ObjectManager instead:
my $TicketStateSetObject = $Kernel::OM->Get('Kernel::System::ProcessManagement::TransitionAction::TicketStateSet');
=cut
sub new {
my ( $Type, %Param ) = @_;
# allocate new hash for object
my $Self = {};
bless( $Self, $Type );
return $Self;
}
=head2 Run()
Run Data
my $TicketStateSetResult = $TicketStateSetActionObject->Run(
UserID => 123,
Ticket => \%Ticket, # required
ProcessEntityID => 'P123',
ActivityEntityID => 'A123',
TransitionEntityID => 'T123',
TransitionActionEntityID => 'TA123',
Config => {
State => 'open',
# or
StateID => 3,
PendingTimeDiff => 123, # optional, used for pending states, difference in seconds from
# current time to desired pending time (e.g. a value of 3600 means
# that the pending time will be 1 hr after the Transition Action is
# executed)
UserID => 123, # optional, to override the UserID from the logged user
}
);
Ticket contains the result of TicketGet including DynamicFields
Config is the Config Hash stored in a Process::TransitionAction's Config key
Returns:
$TicketStateSetResult = 1; # 0
=cut
sub Run {
my ( $Self, %Param ) = @_;
# define a common message to output in case of any error
my $CommonMessage = "Process: $Param{ProcessEntityID} Activity: $Param{ActivityEntityID}"
. " Transition: $Param{TransitionEntityID}"
. " TransitionAction: $Param{TransitionActionEntityID} - ";
# check for missing or wrong params
my $Success = $Self->_CheckParams(
%Param,
CommonMessage => $CommonMessage,
);
return if !$Success;
# override UserID if specified as a parameter in the TA config
$Param{UserID} = $Self->_OverrideUserID(%Param);
# use ticket attributes if needed
$Self->_ReplaceTicketAttributes(%Param);
$Self->_ReplaceAdditionalAttributes(%Param);
if ( !$Param{Config}->{StateID} && !$Param{Config}->{State} ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => $CommonMessage . "No State or StateID configured!",
);
return;
}
$Success = 0;
my %StateData;
if ( defined $Param{Config}->{StateID} ) {
%StateData = $Kernel::OM->Get('Kernel::System::State')->StateGet(
ID => $Param{Config}->{StateID},
);
if ( $Param{Config}->{StateID} ne $Param{Ticket}->{StateID} ) {
$Success = $Kernel::OM->Get('Kernel::System::Ticket')->TicketStateSet(
TicketID => $Param{Ticket}->{TicketID},
StateID => $Param{Config}->{StateID},
UserID => $Param{UserID},
);
if ( !$Success ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => $CommonMessage
. 'Ticket StateID '
. $Param{Config}->{StateID}
. ' could not be updated for Ticket: '
. $Param{Ticket}->{TicketID} . '!',
);
}
}
else {
# Data is the same as in ticket nothing to do.
$Success = 1;
}
}
elsif ( $Param{Config}->{State} ) {
%StateData = $Kernel::OM->Get('Kernel::System::State')->StateGet(
Name => $Param{Config}->{State},
);
if ( $Param{Config}->{State} ne $Param{Ticket}->{State} ) {
$Success = $Kernel::OM->Get('Kernel::System::Ticket')->TicketStateSet(
TicketID => $Param{Ticket}->{TicketID},
State => $Param{Config}->{State},
UserID => $Param{UserID},
);
if ( !$Success ) {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => $CommonMessage
. 'Ticket State '
. $Param{Config}->{State}
. ' could not be updated for Ticket: '
. $Param{Ticket}->{TicketID} . '!',
);
}
}
else {
# Data is the same as in ticket nothing to do.
$Success = 1;
}
}
else {
$Kernel::OM->Get('Kernel::System::Log')->Log(
Priority => 'error',
Message => $CommonMessage
. "Couldn't update Ticket State - can't find valid State parameter!",
);
return;
}
# set pending time
if (
IsHashRefWithData( \%StateData )
&& $StateData{TypeName} =~ m{\A pending}msxi
&& IsNumber( $Param{Config}->{PendingTimeDiff} )
)
{
# get datetime object
my $DateTimeObject = $Kernel::OM->Create('Kernel::System::DateTime');
$DateTimeObject->Add( Seconds => $Param{Config}->{PendingTimeDiff} );
# set pending time
$Kernel::OM->Get('Kernel::System::Ticket')->TicketPendingTimeSet(
UserID => $Param{UserID},
TicketID => $Param{Ticket}->{TicketID},
String => $DateTimeObject->ToString(),
);
}
return $Success;
}
1;
=head1 TERMS AND CONDITIONS
This software is part of the OTRS project (L<https://otrs.org/>).
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 L<https://www.gnu.org/licenses/gpl-3.0.txt>.
=cut
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