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InBox TicketData

Version 6.0.0

Creation date 2021/05/07

Resources

Module to save the ticket data in a table ticket_data_list.

Prerequisites

Framework

The following versions of the OTRS framework are supported:

  • 6.x.x

Modules

The following modules are required:

  • InBox Core 6.21.7 ou superior

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ TicketData 6.0.0.opm

Configuration

Ticket::EventModulePost###6000-TicketSyncTicketData

Configuration of the event trigger that will synchronize the ticket data in the table. The following events are configured by default:

  • TicketStateUpdate
  • TicketSLAUpdate

Usage

Automatic synchronization

If one of the events defined in the Ticket::EventModulePost###6000-TicketSyncTicketData configuration is activated, the module will save the ticket information in a table.

Example:

Table data before the state change:

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Changing the status of the ticket:

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Table after changing the state:

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The module has the following columns related to the ticket:

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Command line synchronization

It is possible to synchronize with a command on the application server.

To do this, access SSH and log in with the OTRS user.

Run the command in the directory /opt/otrs bin/otrs.SyncTicketData.pl --help to understand the command.

You can specify one of the 3 parameters for the command:

  • --ticket-id 123: It will synchronize ticketID 123.
  • --all-tickets: It will synchronize all tickets.
  • --tickets-created-between '2021-01-01 00:00:00;2021-01-31 23:59:59': It will synchronize all calls that were created in the period separated by ';'.

The parameter --list-tickets-sync-error can be used in conjunction with the --all-tickets or with --tickets-created-between to display ID tickets that have not been synchronized in the terminal.

Example:

  • bin/otrs.SyncTicketData.pl or bin/otrs.SyncTicketData.pl --help

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  • bin/otrs.SyncTicketData.pl --all-tickets

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  • bin/otrs.SyncTicketData.pl --ticket-id 103

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  • bin/otrs.SyncTicketData.pl --tickets-created-between '2021-01-01 00:00:00;2021-01-31 23:59:59' --list-tickets-sync-error

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