RT::Client::REST::Ticket3pm

Usage

  my $rt = RT::Client::REST->new(server => $ENV{RTSERVER});
  # Create a new ticket:
  my $ticket = RT::Client::REST::Ticket->new(
    rt => $rt,
    queue => "General",
    subject => $subject,
  )->store(text => "This is the initial text of the ticket");
  print "Created a new ticket, ID ", $ticket->id, "\n";
  # Update
  my $ticket = RT::Client::REST::Ticket->new(
    rt  => $rt,
    id  => $id,
    priority => 10,
  )->store;
  # Retrieve
  my $ticket => RT::Client::REST::Ticket->new(
    rt => $rt,
    id => $id,
  )->retrieve;
  unless ($ticket->owner eq $me) {
    $ticket->steal;     # Give me more work!
  }

Version

version 0.72

Overview

RT::Client::REST::Ticket is based on RT::Client::REST::Object. The representation allows one to retrieve, edit, comment on, and create tickets in RT.

Attributes

id

This is the numeric ID of the ticket.

queue

This is the name of the queue (not numeric id).

owner

Username of the owner.

creator

Username of RT user who created the ticket.

subject

Subject of the ticket.

status

The status is usually one of the following: "new", "open", "resolved", "stalled", "rejected", and "deleted". However, custom RT installations sometimes add their own statuses.

priority

Ticket priority. Usually a numeric value.

initial_priority

final_priority

requestor

This is the attribute for setting the requestor on ticket creation. If you use requestors to do this in 3.8, the recipient may not receive an auto-reply from RT because the ticket is initially created as the user your REST session is connected as.

It is a list attribute (for explanation of list attributes, see LIST ATTRIBUTE PROPERTIES in RT::Client::REST::Object).

requestors

This contains e-mail addresses of the requestors.

It is a list attribute (for explanation of list attributes, see LIST ATTRIBUTE PROPERTIES in RT::Client::REST::Object).

cc

A list of e-mail addresses used to notify people of 'correspond' actions.

admin_cc

A list of e-mail addresses used to notify people of all actions performed on a ticket.

created

Time at which ticket was created. Note that this is an immutable field and therefore the value cannot be changed..

starts

started

due

resolved

told

time_estimated

time_worked

time_left

last_updated

DB methods

For full explanation of these, please see "DB METHODS" in RT::Client::REST::Object documentation.

retrieve

Retrieve RT ticket from database.

store ([text => $text])

Create or update the ticket. When creating a new ticket, optional 'text' parameter can be supplied to set the initial text of the ticket.

search

Search for tickets that meet specific conditions.

Ticket-specific methods

comment (message => $message, %opts)

Comment on this ticket with message $message. %opts is a list of key-value pairs as follows:

attachments

List of filenames (an array reference) that should be attached to the ticket along with the comment.

cc

List of e-mail addresses to send carbon copies to (an array reference).

bcc

List of e-mail addresses to send blind carbon copies to (an array reference).

correspond (message => $message, %opts)

Add correspondence to the ticket. Takes exactly the same arguments as the comment method above.

attachments

Get attachments associated with this ticket. What is returned is an object of type RT::Client::REST::SearchResult which can then be used to get at objects of type RT::Client::REST::Attachment.

transactions

Get transactions associated with this ticket. Optionally, you can specify exactly what types of transactions you want listed, for example:

  my $result = $ticket->transactions(type => [qw(Comment Correspond)]);

Please reference RT::Client::REST documentation for the full list of valid transaction types.

Return value is an object of type RT::Client::REST::SearchResult which can then be used to iterate over transaction objects (RT::Client::REST::Transaction).

take

Take this ticket. If you already the owner of this ticket, "RT::Client::REST::Object::NoopOperationException" will be thrown.

untake

Untake this ticket. If Nobody is already the owner of this ticket, "RT::Client::REST::Object::NoopOperationException" will be thrown.

steal

Steal this ticket. If you already the owner of this ticket, "RT::Client::REST::Object::NoopOperationException" will be thrown.

Custom fields

This class inherits 'cf' method from RT::Client::REST::Object. To create a ticket with a bunch of custom fields, use the following approach:

  RT::Client::REST::Ticket->new(
    rt => $rt,
    # blah blah
    cf => {
      'field one' => $value1,
      'field two' => $another_value,
    },
  )->store;

Some more examples:

  # Update a custom field value:
  $ticket->cf('field one' => $value1);
  $ticket->store;
  # Get a custom field value:
  my $another value = $ticket->cf('field two');
  # Get a list of ticket's custom field names:
  my @custom_fields = $ticket->cf;

Internal methods

rt_type

Returns 'ticket'.

Copyright and license

This software is copyright (c) 2023, 2020 by Dmitri Tikhonov.

This is free software; you can redistribute it and/or modify it under the same terms as the Perl 5 programming language system itself.