NAME

Kernel::System::Queue – queue lib

DESCRIPTION

All queue functions. E. g. to add queue or other functions.

PUBLIC INTERFACE

new()

Don't use the constructor directly, use the ObjectManager instead:

    my $QueueObject = $Kernel::OM->Get('Kernel::System::Queue');

GetSystemAddress()

get a queue system email address as hash (Email, RealName)

    my %Address = $QueueObject->GetSystemAddress(
        QueueID => 123,
    );

GetSignature()

get a queue signature

    my $Signature = $QueueObject->GetSignature(QueueID => 123);

QueueStandardTemplateMemberAdd()

to add a template to a queue

    my $Success = $QueueObject->QueueStandardTemplateMemberAdd(
        QueueID            => 123,
        StandardTemplateID => 123,
        Active             => 1,        # to set/confirm (1) or remove (0) the relation
        UserID             => 123,
    );

QueueStandardTemplateMemberList()

get standard responses of a queue

    my %Templates = $QueueObject->QueueStandardTemplateMemberList( QueueID => 123 );

Returns: %Templates = ( 1 => 'Some Name', 2 => 'Some Name', );

    my %Responses = $QueueObject->QueueStandardTemplateMemberList(
        QueueID       => 123,
        TemplateTypes => 1,
    );

Returns: %Responses = ( Answer => { 1 => 'Some Name', 2 => 'Some Name', }, # … );

    my %Queues = $QueueObject->QueueStandardTemplateMemberList( StandardTemplateID => 123 );

Returns: %Queues = ( 1 => 'Some Name', 2 => 'Some Name', );

GetAllQueues()

get all valid system queues

    my %Queues = $QueueObject->GetAllQueues();

get all system queues of a user with permission type (e. g. ro, move_into, rw, …)

    my %Queues = $QueueObject->GetAllQueues( UserID => 123, Type => 'ro' );

GetAllCustomQueues()

get all custom queues of one user

    my @Queues = $QueueObject->GetAllCustomQueues( UserID => 123 );

QueueLookup()

get id or name for queue

    my $Queue = $QueueObject->QueueLookup( QueueID => $QueueID );

    my $QueueID = $QueueObject->QueueLookup( Queue => $Queue );

GetFollowUpOption()

get FollowUpOption for the given QueueID

    my $FollowUpOption = $QueueObject->GetFollowUpOption( QueueID => $QueueID );

returns any of 'possible', 'reject', 'new ticket'.

GetFollowUpOptionList()

get Follow-Up Option list

    my %FollowUpOptionList = $QueueObject->GetFollowUpOptionList(
        Valid => 0,             # (optional) default 1
    );

Return:

    %FollowUpOptionList = (
              '1' => 'possible',
              '3' => 'new ticket',
              '2' => 'reject'
            )

GetFollowUpLockOption()

get FollowUpLockOption for the given QueueID

    my $FollowUpLockOption = $QueueObject->GetFollowUpLockOption( QueueID => $QueueID );

returns '1' if ticket should be locked after a follow up, '0' if not.

GetQueueGroupID()

get GroupID defined for the given QueueID.

    my $GroupID = $QueueObject->GetQueueGroupID( QueueID => $QueueID );

QueueAdd()

add queue with attributes

    my $QueueID = $QueueObject->QueueAdd(
        Name                => 'Some::Queue',
        ValidID             => 1,
        GroupID             => 1,
        Calendar            => '1',         # (optional)
        FirstResponseTime   => 120,         # (optional)
        FirstResponseNotify => 60,          # (optional, notify agent if first response escalation is 60% reached)
        UpdateTime          => 180,         # (optional)
        UpdateNotify        => 80,          # (optional, notify agent if update escalation is 80% reached)
        SolutionTime        => 580,         # (optional)
        SolutionNotify      => 80,          # (optional, notify agent if solution escalation is 80% reached)
        UnlockTimeout       => 480,         # (optional)
        FollowUpID          => 3,           # possible (1), reject (2) or new ticket (3) (optional, default 0)
        FollowUpLock        => 0,           # yes (1) or no (0) (optional, default 0)
        DefaultSignKey      => 'key name',  # (optional)
        SystemAddressID     => 1,
        SalutationID        => 1,
        SignatureID         => 1,
        Comment             => 'Some comment',
        UserID              => 123,
    );

QueueGet()

get queue attributes

    my %Queue = $QueueObject->QueueGet(
        ID    => 123,
    );

    my %Queue = $QueueObject->QueueGet(
        Name  => 'Some::Queue',
    );

QueueUpdate()

update queue attributes

    my $Success = $QueueObject->QueueUpdate(
        QueueID             => 123,
        Name                => 'Some::Queue',
        ValidID             => 1,
        GroupID             => 1,
        Calendar            => '1', # (optional) default ''
        FirstResponseTime   => 120, # (optional)
        FirstResponseNotify => 60,  # (optional, notify agent if first response escalation is 60% reached)
        UpdateTime          => 180, # (optional)
        UpdateNotify        => 80,  # (optional, notify agent if update escalation is 80% reached)
        SolutionTime        => 580, # (optional)
        SolutionNotify      => 80,  # (optional, notify agent if solution escalation is 80% reached)
        SystemAddressID     => 1,
        SalutationID        => 1,
        SignatureID         => 1,
        UserID              => 123,
        FollowUpID          => 1,
        Comment             => 'Some Comment2',
        DefaultSignKey      => ''
        UnlockTimeOut       => ''
        FollowUpLock        => 1,
        ParentQueueID       => '',
    );

QueueList()

get all queues

    my %Queues = $QueueObject->QueueList();

    my %Queues = $QueueObject->QueueList( Valid => 1 );

QueuePreferencesSet()

set queue preferences

    $QueueObject->QueuePreferencesSet(
        QueueID => 123,
        Key     => 'UserComment',
        Value   => 'some comment',
        UserID  => 123,
    );

QueuePreferencesGet()

get queue preferences

    my %Preferences = $QueueObject->QueuePreferencesGet(
        QueueID => 123,
        UserID  => 123,
    );

NameExistsCheck()

return 1 if another queue with this name already exists

    $Exist = $QueueObject->NameExistsCheck(
        Name => 'Some::Queue',
        ID => 1, # optional
    );