128 lines
3.3 KiB
Perl
128 lines
3.3 KiB
Perl
# --
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# Copyright (C) 2001-2019 OTRS AG, https://otrs.com/
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# --
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# This software comes with ABSOLUTELY NO WARRANTY. For details, see
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# the enclosed file COPYING for license information (GPL). If you
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# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
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# --
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package Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission;
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use strict;
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use warnings;
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our @ObjectDependencies = (
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'Kernel::System::DateTime',
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'Kernel::System::Group',
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'Kernel::System::Log',
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'Kernel::System::Queue',
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'Kernel::System::SLA',
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'Kernel::System::Ticket',
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'Kernel::System::User',
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);
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sub new {
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my ( $Type, %Param ) = @_;
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# allocate new hash for object
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my $Self = {};
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bless( $Self, $Type );
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# 0=off; 1=on;
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$Self->{Debug} = $Param{Debug} || 0;
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return $Self;
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}
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sub Run {
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my ( $Self, %Param ) = @_;
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# get ticket object
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my $TicketObject = $Kernel::OM->Get('Kernel::System::Ticket');
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# get ticket data
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my %Ticket = $TicketObject->TicketGet(
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%Param,
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DynamicFields => 0,
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);
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# get used calendar
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my $Calendar = $TicketObject->TicketCalendarGet(
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%Ticket,
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);
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# get time object
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my $StopDateTimeObject = $Kernel::OM->Create('Kernel::System::DateTime');
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# check if it is during business hours, then send escalation info
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my $StartDateTimeObject = $Kernel::OM->Create(
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'Kernel::System::DateTime',
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ObjectParams => {
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Epoch => $StopDateTimeObject->ToEpoch() - ( 10 * 60 ),
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}
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);
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my $CountedTime = StartDateTimeObject->Delta(
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DateTimeObject => $StopDateTimeObject,
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ForWorkingTime => 1,
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Calendar => $Calendar,
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);
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if ( !$CountedTime ) {
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if ( $Self->{Debug} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'debug',
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Message =>
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"Send no escalation for Ticket $Ticket{TicketNumber}/$Ticket{TicketID} because currently no working hours!",
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);
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}
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return 1;
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}
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# check if it's a escalation or escalation notification
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# check escalation times
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my $EscalationType = '';
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TYPE:
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for my $Type (
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qw(FirstResponseTimeEscalation UpdateTimeEscalation SolutionTimeEscalation
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FirstResponseTimeNotification UpdateTimeNotification SolutionTimeNotification)
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)
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{
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if ( defined $Ticket{$Type} ) {
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if ( $Type =~ /TimeEscalation$/ ) {
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$EscalationType = 'Escalation';
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last TYPE;
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}
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elsif ( $Type =~ /TimeNotification$/ ) {
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$EscalationType = 'EscalationNotifyBefore';
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last TYPE;
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}
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}
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}
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# check
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if ( !$EscalationType ) {
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if ( $Self->{Debug} ) {
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$Kernel::OM->Get('Kernel::System::Log')->Log(
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Priority => 'debug',
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Message =>
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"Can't send escalation for Ticket $Ticket{TicketNumber}/$Ticket{TicketID} because ticket is not escalated!",
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);
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}
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return;
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}
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# trigger notification event
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$TicketObject->EventHandler(
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Event => 'Notification' . $EscalationType,
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Data => {
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TicketID => $Param{TicketID},
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CustomerMessageParams => \%Param,
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},
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UserID => 1,
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);
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return 1;
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}
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1;
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