NAME

Kernel::System::Ticket::TicketSearchLegacy – legacy ticket search lib

DESCRIPTION

All ticket search functions.

This module exists for compatibility reasons with the Oracle DBMS. It will be removed with the next major version of OTRS!

new()

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

    my $TicketSearchLegacyObject = $Kernel::OM->Create(
        'Kernel::System::TicketSearchLegacy',
        ObjectParams => {
            TicketObject => $TicketObject,
        },
    );

TicketSearch()

To find tickets in your system.

    my @TicketIDs = $TicketObject->TicketSearch(
        # result (required)
        Result => 'ARRAY' || 'HASH' || 'COUNT' || 'CHANGE',

        # result limit
        Limit => 100,

        # Use TicketSearch as a ticket filter on a single ticket,
        # or a predefined ticket list
        TicketID     => 1234,
        TicketID     => [1234, 1235],

        # Use this to exclude some ticket ids from the search result.
        ExcludeTicketID => 1234,
        ExcludeTicketID => [1234, 1235],

        # ticket number (optional) as STRING or as ARRAYREF
        TicketNumber => '%123546%',
        TicketNumber => ['%123546%', '%123666%'],

        # ticket title (optional) as STRING or as ARRAYREF
        Title => '%SomeText%',
        Title => ['%SomeTest1%', '%SomeTest2%'],

        Queues   => ['system queue', 'other queue'],
        QueueIDs => [1, 42, 512],

        # use also sub queues of Queue|Queues in search
        UseSubQueues => 0,

        # You can use types like normal, ...
        Types   => ['normal', 'change', 'incident'],
        TypeIDs => [3, 4],

        # You can use states like new, open, pending reminder, ...
        States   => ['new', 'open'],
        StateIDs => [3, 4],

        # (Open|Closed) tickets for all closed or open tickets.
        StateType => 'Open',

        # You also can use real state types like new, open, closed,
        # pending reminder, pending auto, removed and merged.
        StateType    => ['open', 'new'],
        StateTypeIDs => [1, 2, 3],

        Priorities  => ['1 very low', '2 low', '3 normal'],
        PriorityIDs => [1, 2, 3],

        Services   => ['Service A', 'Service B'],
        ServiceIDs => [1, 2, 3],

        SLAs   => ['SLA A', 'SLA B'],
        SLAIDs => [1, 2, 3],

        Locks   => ['unlock'],
        LockIDs => [1, 2, 3],

        OwnerIDs => [1, 12, 455, 32]

        ResponsibleIDs => [1, 12, 455, 32]

        WatchUserIDs => [1, 12, 455, 32]

        # CustomerID (optional) as STRING or as ARRAYREF
        CustomerID => '123',
        CustomerID => ['123', 'ABC'],

        # CustomerIDRaw (optional) as STRING or as ARRAYREF
        # CustomerID without QueryCondition checking
        #The raw value will be used if is set this parameter
        CustomerIDRaw => '123 + 345',
        CustomerIDRaw => ['123', 'ABC','123 && 456','ABC % efg'],

        # CustomerUserLogin (optional) as STRING as ARRAYREF
        CustomerUserLogin => 'uid123',
        CustomerUserLogin => ['uid123', 'uid777'],

        # CustomerUserLoginRaw (optional) as STRING as ARRAYREF
        #The raw value will be used if is set this parameter
        CustomerUserLoginRaw => 'uid',
        CustomerUserLoginRaw => 'uid + 123',
        CustomerUserLoginRaw => ['uid  -  123', 'uid # 777 + 321'],

        # create ticket properties (optional)
        CreatedUserIDs     => [1, 12, 455, 32]
        CreatedTypes       => ['normal', 'change', 'incident'],
        CreatedTypeIDs     => [1, 2, 3],
        CreatedPriorities  => ['1 very low', '2 low', '3 normal'],
        CreatedPriorityIDs => [1, 2, 3],
        CreatedStates      => ['new', 'open'],
        CreatedStateIDs    => [3, 4],
        CreatedQueues      => ['system queue', 'other queue'],
        CreatedQueueIDs    => [1, 42, 512],

        # DynamicFields
        #   At least one operator must be specified. Operators will be connected with AND,
        #       values in an operator with OR.
        #   You can also pass more than one argument to an operator: ['value1', 'value2']
        DynamicField_FieldNameX => {
            Empty             => 1,                       # will return dynamic fields without a value
                                                          # set to 0 to search fields with a value present
            Equals            => 123,
            Like              => 'value*',                # "equals" operator with wildcard support
            GreaterThan       => '2001-01-01 01:01:01',
            GreaterThanEquals => '2001-01-01 01:01:01',
            SmallerThan       => '2002-02-02 02:02:02',
            SmallerThanEquals => '2002-02-02 02:02:02',
        }

        # Filters for tickets, where the current agent (UserID) is involved in.
        AgentInvolved => 1,

        # User ID for searching tickets by ticket flags (defaults to UserID)
        TicketFlagUserID => 1,

        # search for ticket flags
        TicketFlag => {
            Seen => 1,
        }

        # search for ticket flag that is absent, or a different value than the
        # one given:
        NotTicketFlag => {
            Seen => 1,
        },

        # User ID for searching tickets by article flags (defaults to UserID)
        ArticleFlagUserID => 1,


        # search for tickets by the presence of flags on articles
        ArticleFlag => {
            Important => 1,
        },

        # article stuff (optional)
        MIMEBase_From    => '%spam@example.com%',
        MIMEBase_To      => '%service@example.com%',
        MIMEBase_Cc      => '%client@example.com%',
        MIMEBase_Subject => '%VIRUS 32%',
        MIMEBase_Body    => '%VIRUS 32%',

        # attachment stuff (optional, applies only for ArticleStorageDB)
        AttachmentName => '%anyfile.txt%',

        # use full article text index if configured (optional, default off)
        FullTextIndex => 1,

        # article content search (AND or OR for From, To, Cc, Subject and Body) (optional)
        ContentSearch => 'AND',

        # article content search prefix (for From, To, Cc, Subject and Body) (optional)
        ContentSearchPrefix => '*',

        # article content search suffix (for From, To, Cc, Subject and Body) (optional)
        ContentSearchSuffix => '*',

        # content conditions for From,To,Cc,Subject,Body
        # Title,CustomerID and CustomerUserLogin (all optional)
        ConditionInline => 1,

        # articles created more than 60 minutes ago (article older than 60 minutes) (optional)
        ArticleCreateTimeOlderMinutes => 60,
        # articles created less than 120 minutes ago (article newer than 60 minutes) (optional)
        ArticleCreateTimeNewerMinutes => 120,

        # articles with create time after ... (article newer than this date) (optional)
        ArticleCreateTimeNewerDate => '2006-01-09 00:00:01',
        # articles with created time before ... (article older than this date) (optional)
        ArticleCreateTimeOlderDate => '2006-01-19 23:59:59',

        # tickets created more than 60 minutes ago (ticket older than 60 minutes)  (optional)
        TicketCreateTimeOlderMinutes => 60,
        # tickets created less than 120 minutes ago (ticket newer than 120 minutes) (optional)
        TicketCreateTimeNewerMinutes => 120,

        # tickets with create time after ... (ticket newer than this date) (optional)
        TicketCreateTimeNewerDate => '2006-01-09 00:00:01',
        # tickets with created time before ... (ticket older than this date) (optional)
        TicketCreateTimeOlderDate => '2006-01-19 23:59:59',

        # ticket history entries that created more than 60 minutes ago (optional)
        TicketChangeTimeOlderMinutes => 60,
        # ticket history entries that created less than 120 minutes ago (optional)
        TicketChangeTimeNewerMinutes => 120,

        # ticket history entry create time after ... (ticket history entries newer than this date) (optional)
        TicketChangeTimeNewerDate => '2006-01-09 00:00:01',
        # ticket history entry create time before ... (ticket history entries older than this date) (optional)
        TicketChangeTimeOlderDate => '2006-01-19 23:59:59',

        # tickets changed more than 60 minutes ago (optional)
        TicketLastChangeTimeOlderMinutes => 60,
        # tickets changed less than 120 minutes ago (optional)
        TicketLastChangeTimeNewerMinutes => 120,

        # tickets with changed time after ... (ticket changed newer than this date) (optional)
        TicketLastChangeTimeNewerDate => '2006-01-09 00:00:01',
        # tickets with changed time before ... (ticket changed older than this date) (optional)
        TicketLastChangeTimeOlderDate => '2006-01-19 23:59:59',

        # tickets closed more than 60 minutes ago (optional)
        TicketCloseTimeOlderMinutes => 60,
        # tickets closed less than 120 minutes ago (optional)
        TicketCloseTimeNewerMinutes => 120,

        # tickets with closed time after ... (ticket closed newer than this date) (optional)
        TicketCloseTimeNewerDate => '2006-01-09 00:00:01',
        # tickets with closed time before ... (ticket closed older than this date) (optional)
        TicketCloseTimeOlderDate => '2006-01-19 23:59:59',

        # tickets with last close time more than 60 minutes ago (optional)
        TicketLastCloseTimeOlderMinutes => 60,
        # tickets with last close time less than 120 minutes ago (optional)
        TicketLastCloseTimeNewerMinutes => 120,

        # tickets with last close time after ... (ticket last close newer than this date) (optional)
        TicketLastCloseTimeNewerDate => '2006-01-09 00:00:01',
        # tickets with last close time before ... (ticket last close older than this date) (optional)
        TicketLastCloseTimeOlderDate => '2006-01-19 23:59:59',

        # tickets with pending time of more than 60 minutes ago (optional)
        TicketPendingTimeOlderMinutes => 60,
        # tickets with pending time of less than 120 minutes ago (optional)
        TicketPendingTimeNewerMinutes => 120,

        # tickets with pending time after ... (optional)
        TicketPendingTimeNewerDate => '2006-01-09 00:00:01',
        # tickets with pending time before ... (optional)
        TicketPendingTimeOlderDate => '2006-01-19 23:59:59',

        # you can use all following escalation options with this four different ways of escalations
        # TicketEscalationTime...
        # TicketEscalationUpdateTime...
        # TicketEscalationResponseTime...
        # TicketEscalationSolutionTime...

        # ticket escalation time of more than 60 minutes ago (optional)
        TicketEscalationTimeOlderMinutes => -60,
        # ticket escalation time of less than 120 minutes ago (optional)
        TicketEscalationTimeNewerMinutes => -120,

        # tickets with escalation time after ... (optional)
        TicketEscalationTimeNewerDate => '2006-01-09 00:00:01',
        # tickets with escalation time before ... (optional)
        TicketEscalationTimeOlderDate => '2006-01-09 23:59:59',

        # search in archive (optional)
        # if archiving is on, if not specified the search processes unarchived only
        # 'y' searches archived tickets, 'n' searches unarchived tickets
        # if specified together all tickets are searched
        ArchiveFlags => ['y', 'n'],

        # OrderBy and SortBy (optional)
        OrderBy => 'Down',  # Down|Up
        SortBy  => 'Age',   # Created|Owner|Responsible|CustomerID|State|TicketNumber|Queue|Priority|Age|Type|Lock
                            # Changed|Title|Service|SLA|PendingTime|EscalationTime
                            # EscalationUpdateTime|EscalationResponseTime|EscalationSolutionTime
                            # DynamicField_FieldNameX

        # OrderBy and SortBy as ARRAY for sub sorting (optional)
        OrderBy => ['Down', 'Up'],
        SortBy  => ['Priority', 'Age'],

        # user search (UserID is required)
        UserID     => 123,
        Permission => 'ro' || 'rw',

        # customer search (CustomerUserID is required)
        CustomerUserID => 123,
        Permission     => 'ro' || 'rw',

        # CacheTTL, cache search result in seconds (optional)
        CacheTTL => 60 * 15,
    );

Returns:

Result: 'ARRAY'

    @TicketIDs = ( 1, 2, 3 );

Result: 'HASH'

    %TicketIDs = (
        1 => '2010102700001',
        2 => '2010102700002',
        3 => '2010102700003',
    );

Result: 'COUNT'

    $TicketIDs = 123;

TicketCountByAttribute()

Returns count of tickets per value for a specific attribute.

    my $TicketCount = $TicketObject->TicketCountByAttribute(
        Attribute => 'ServiceID',
        TicketIDs => [ 1, 2, 3 ],
    );

Returns:

    $TicketCount = {
        Attribute_Value_1 => 1,
        Attribute_Value_2 => 3,
        ...
    };

PRIVATE INTERFACE

_TicketHistoryReferenceForSearchArgument

Returns the ticket history reference to the given search argument.

    my $Self->_TicketHistoryReferenceForSearchArgument(
        Argument => '...' # argument name
    );

Result undef – in case the argument is not mapped string – the ticket history reference name

_Analyse

Adds the params to be analyzed.

    my $Self->_Analyse(
        Key => 'Value'
    );