NAME

Kernel::GenericInterface::Operation::SolMan::Common – common operation functions

PUBLIC INTERFACE

new()

usually, you want to create an instance of this by using Kernel::GenericInterface::Operation->new();

TicketSync()

Create/Update a local ticket.

    my $Result = $OperationObject->TicketSync(
        Data => {
            Ticket => {
                Title         => 'some ticket title',
                Queue         => 'some queue name',
                Lock          => 'some lock name',              # optional
                Type          => 'some type name',              # optional
                Service       => 'some service name',           # optional
                SLA           => 'some SLA name',               # optional
                State         => 'some state name',
                Priority      => 'some priority name',
                Owner         => 'some user login',             # optional
                Responsible   => 'some user login',             # optional
                CustomerUser  => 'some customer user login',
                PendingTime {       # optional
                    Year   => 2011,
                    Month  => 12
                    Day    => 03,
                    Hour   => 23,
                    Minute => 05,
                },

                Article => {
                    SenderType       => 'some sender type name',    # optional
                    AutoResponseType => 'some auto response type',  # optional
                    From             => 'some from string',         # optional
                    Subject          => 'some subject',
                    Body             => 'some body'

                    ContentType      => 'some content type',        # ContentType or MimeType and Charset is requieed
                    MimeType         => 'some mime type',
                    Charset          => 'some charset',
                    TimeUnit         => 123,                        # optional

                    DynamicField => [                                   # optional
                        {
                            Name   => 'some name',
                            Value  => 'Value',                          # value type depends on the dynamic field
                        },
                        # ...
                    ],

                },

                DynamicField => [                                   # optional
                    {
                        Name   => 'some name',
                        Value  => 'Value',                          # value type depends on the dynamic field
                    },
                    # ...
                ],
            },

            Attachment => [
                {
                    Content     => 'content'                    # base64 encoded
                    ContentType => 'some content type'
                    Filename    => 'some fine name'
                },
                # ...
            ],

            # Data specificly for SolMan - all data above is taken from OTRSTicketInvoker->PrepareRequest()

            SolMan => {
                IncidentId       => '20170101410000001',
                IncidentGuid     => '20170101410000001',
                LocalSystemGuid  => '123ABC123ABC123ABC123ABC123ABC12',
                RemoteSystemGuid => 'ABC123ABC123ABC123ABC123ABC123AB',
                Person           => [
                    {
                        Meta => {
                            ID         => '1',      # person id in OTRS (UserID for agents, UserLogin for customers)
                            ExternalID => '123',    # person id in SolMan
                            Type       => 'Agent'   # or 'Owner' or 'CustomerUser'
                        },
                        UserEmail     => 'mail address',
                        UserFirstname => 'first name',
                        UserLastname  => 'last name',
                        # ...
                    },
                    # ...
                ],
            },
        },
    );

    $Result = {
        IncidentId   => '20170101410000001',
        Persons      => { ... },              # or [ { ... }, { ... }, ... ]
        Success      => 1,
        ErrorMessage => '1: asdf',
        Error        => {
            ErrorCode    => '1',
            ErrorMessage => 'asdf',
        },
    }
    };

GetRemoteSystemGuid()

Tries to read SolMan system guid from web service configuration. If the system guid is not stored, reads it synchronously via a web service request and stores it. Then it returns system guid.

    my $RemoteSystemGuid = $SolManCommonObject->GetRemoteSystemGuid();

    $RemoteSystemGuid = '123ABC123ABC123ABC123ABC123ABC12';  # or undef in case of a problem

GetLocalSystemGuid()

Creates local system guid for SolMan communication, based on OTRS SystemID.

    my $SystemGuid = $SolManCommonObject->GetLocalSystemGuid();

    $SystemGuid = '123ABC123ABC123ABC123ABC123ABC12';

SetSystemGuid()

Stores local and/or remote system guid in system configuration.

    my $Success = $SolManCommonObject->SetSystemGuid(
        LocalSystemGuid  => '123ABC123ABC123ABC123ABC123ABC12',     # optional
        RemoteSystemGuid => 'ABC123ABC123ABC123ABC123ABC123AB',     # optional
    );