Class: OTRS::Ticket

Inherits:
OTRS
  • Object
show all
Defined in:
lib/otrs_connector/otrs/ticket.rb

Direct Known Subclasses

Article, State, TicketQueue

Defined Under Namespace

Classes: Article, State, TicketQueue, Type

Instance Attribute Summary collapse

Class Method Summary collapse

Instance Method Summary collapse

Methods inherited from OTRS

api_url, api_url=, #attributes, #connect, connect, get_from_remote, object_preprocessor, password, password=, process_response, setup_connection_params, user, user=

Constructor Details

#initialize(attributes = {}) ⇒ Ticket

Returns a new instance of Ticket.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 33

def initialize(attributes = {})
  attributes.each do |name, value|
    send("#{name.to_s.underscore.to_sym}=", value)
  end
end

Instance Attribute Details

#age ⇒ Object

Returns the value of attribute age.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def age
  @age
end

#archive_flag ⇒ Object

Returns the value of attribute archive_flag.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def archive_flag
  @archive_flag
end

#changed ⇒ Object

Returns the value of attribute changed.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def changed
  @changed
end

#create_time_unix ⇒ Object

Returns the value of attribute create_time_unix.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def create_time_unix
  @create_time_unix
end

#created ⇒ Object

Returns the value of attribute created.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def created
  @created
end

#customer_id ⇒ Object

Returns the value of attribute customer_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def customer_id
  @customer_id
end

#customer_user_id ⇒ Object

Returns the value of attribute customer_user_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def customer_user_id
  @customer_user_id
end

#escalation_response_time ⇒ Object

Returns the value of attribute escalation_response_time.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def escalation_response_time
  @escalation_response_time
end

#escalation_solution_time ⇒ Object

Returns the value of attribute escalation_solution_time.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def escalation_solution_time
  @escalation_solution_time
end

#escalation_time ⇒ Object

Returns the value of attribute escalation_time.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def escalation_time
  @escalation_time
end

#escalation_update_time ⇒ Object

Returns the value of attribute escalation_update_time.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def escalation_update_time
  @escalation_update_time
end

#group_id ⇒ Object

Returns the value of attribute group_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def group_id
  @group_id
end

#lock ⇒ Object

Returns the value of attribute lock.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def lock
  @lock
end

#lock_id ⇒ Object

Returns the value of attribute lock_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def lock_id
  @lock_id
end

#owner ⇒ Object

Returns the value of attribute owner.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def owner
  @owner
end

#owner_id ⇒ Object

Returns the value of attribute owner_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def owner_id
  @owner_id
end

#priority ⇒ Object

Returns the value of attribute priority.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def priority
  @priority
end

#priority_id ⇒ Object

Returns the value of attribute priority_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def priority_id
  @priority_id
end

#queue ⇒ Object

Returns the value of attribute queue.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def queue
  @queue
end

#queue_id ⇒ Object

Returns the value of attribute queue_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def queue_id
  @queue_id
end

#real_till_time_not_used ⇒ Object

Returns the value of attribute real_till_time_not_used.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def real_till_time_not_used
  @real_till_time_not_used
end

#responsible ⇒ Object

Returns the value of attribute responsible.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def responsible
  @responsible
end

#responsible_id ⇒ Object

Returns the value of attribute responsible_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def responsible_id
  @responsible_id
end

#service_id ⇒ Object

Returns the value of attribute service_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def service_id
  @service_id
end

#slaid ⇒ Object

Returns the value of attribute slaid.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def slaid
  @slaid
end

#state ⇒ Object

Returns the value of attribute state.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def state
  @state
end

#state_id ⇒ Object

Returns the value of attribute state_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def state_id
  @state_id
end

#state_type ⇒ Object

Returns the value of attribute state_type.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def state_type
  @state_type
end

#ticket_free_key1 ⇒ Object

Returns the value of attribute ticket_free_key1.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key1
  @ticket_free_key1
end

#ticket_free_key10 ⇒ Object

Returns the value of attribute ticket_free_key10.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key10
  @ticket_free_key10
end

#ticket_free_key11 ⇒ Object

Returns the value of attribute ticket_free_key11.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key11
  @ticket_free_key11
end

#ticket_free_key12 ⇒ Object

Returns the value of attribute ticket_free_key12.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key12
  @ticket_free_key12
end

#ticket_free_key13 ⇒ Object

Returns the value of attribute ticket_free_key13.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key13
  @ticket_free_key13
end

#ticket_free_key14 ⇒ Object

Returns the value of attribute ticket_free_key14.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key14
  @ticket_free_key14
end

#ticket_free_key15 ⇒ Object

Returns the value of attribute ticket_free_key15.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key15
  @ticket_free_key15
end

#ticket_free_key16 ⇒ Object

Returns the value of attribute ticket_free_key16.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key16
  @ticket_free_key16
end

#ticket_free_key2 ⇒ Object

Returns the value of attribute ticket_free_key2.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key2
  @ticket_free_key2
end

#ticket_free_key3 ⇒ Object

Returns the value of attribute ticket_free_key3.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key3
  @ticket_free_key3
end

#ticket_free_key4 ⇒ Object

Returns the value of attribute ticket_free_key4.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key4
  @ticket_free_key4
end

#ticket_free_key5 ⇒ Object

Returns the value of attribute ticket_free_key5.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key5
  @ticket_free_key5
end

#ticket_free_key6 ⇒ Object

Returns the value of attribute ticket_free_key6.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key6
  @ticket_free_key6
end

#ticket_free_key7 ⇒ Object

Returns the value of attribute ticket_free_key7.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key7
  @ticket_free_key7
end

#ticket_free_key8 ⇒ Object

Returns the value of attribute ticket_free_key8.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key8
  @ticket_free_key8
end

#ticket_free_key9 ⇒ Object

Returns the value of attribute ticket_free_key9.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_key9
  @ticket_free_key9
end

#ticket_free_text1 ⇒ Object

Returns the value of attribute ticket_free_text1.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text1
  @ticket_free_text1
end

#ticket_free_text10 ⇒ Object

Returns the value of attribute ticket_free_text10.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text10
  @ticket_free_text10
end

#ticket_free_text11 ⇒ Object

Returns the value of attribute ticket_free_text11.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text11
  @ticket_free_text11
end

#ticket_free_text12 ⇒ Object

Returns the value of attribute ticket_free_text12.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text12
  @ticket_free_text12
end

#ticket_free_text13 ⇒ Object

Returns the value of attribute ticket_free_text13.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text13
  @ticket_free_text13
end

#ticket_free_text14 ⇒ Object

Returns the value of attribute ticket_free_text14.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text14
  @ticket_free_text14
end

#ticket_free_text15 ⇒ Object

Returns the value of attribute ticket_free_text15.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text15
  @ticket_free_text15
end

#ticket_free_text16 ⇒ Object

Returns the value of attribute ticket_free_text16.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text16
  @ticket_free_text16
end

#ticket_free_text2 ⇒ Object

Returns the value of attribute ticket_free_text2.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text2
  @ticket_free_text2
end

#ticket_free_text3 ⇒ Object

Returns the value of attribute ticket_free_text3.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text3
  @ticket_free_text3
end

#ticket_free_text4 ⇒ Object

Returns the value of attribute ticket_free_text4.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text4
  @ticket_free_text4
end

#ticket_free_text5 ⇒ Object

Returns the value of attribute ticket_free_text5.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text5
  @ticket_free_text5
end

#ticket_free_text6 ⇒ Object

Returns the value of attribute ticket_free_text6.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text6
  @ticket_free_text6
end

#ticket_free_text7 ⇒ Object

Returns the value of attribute ticket_free_text7.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text7
  @ticket_free_text7
end

#ticket_free_text8 ⇒ Object

Returns the value of attribute ticket_free_text8.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text8
  @ticket_free_text8
end

#ticket_free_text9 ⇒ Object

Returns the value of attribute ticket_free_text9.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_text9
  @ticket_free_text9
end

#ticket_free_time1 ⇒ Object

Returns the value of attribute ticket_free_time1.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_time1
  @ticket_free_time1
end

#ticket_free_time2 ⇒ Object

Returns the value of attribute ticket_free_time2.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_time2
  @ticket_free_time2
end

#ticket_free_time3 ⇒ Object

Returns the value of attribute ticket_free_time3.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_time3
  @ticket_free_time3
end

#ticket_free_time4 ⇒ Object

Returns the value of attribute ticket_free_time4.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_time4
  @ticket_free_time4
end

#ticket_free_time5 ⇒ Object

Returns the value of attribute ticket_free_time5.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_time5
  @ticket_free_time5
end

#ticket_free_time6 ⇒ Object

Returns the value of attribute ticket_free_time6.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_free_time6
  @ticket_free_time6
end

#ticket_id ⇒ Object

Returns the value of attribute ticket_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_id
  @ticket_id
end

#ticket_number ⇒ Object

Returns the value of attribute ticket_number.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def ticket_number
  @ticket_number
end

#title ⇒ Object

Returns the value of attribute title.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def title
  @title
end

#type ⇒ Object

Returns the value of attribute type.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def type
  @type
end

#type_id ⇒ Object

Returns the value of attribute type_id.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def type_id
  @type_id
end

#unlock_timeout ⇒ Object

Returns the value of attribute unlock_timeout.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def unlock_timeout
  @unlock_timeout
end

#until_time ⇒ Object

Returns the value of attribute until_time.



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# File 'lib/otrs_connector/otrs/ticket.rb', line 7

def until_time
  @until_time
end

Class Method Details

.find(id) ⇒ Object 



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# File 'lib/otrs_connector/otrs/ticket.rb', line 106

def self.find(id)
  data = { 'TicketID' => id, 'UserID' => 1 }
  params = { :object => 'TicketObject', :method => 'TicketGet', :data => data }
  object = self.object_preprocessor(connect(params))
  object.run_callbacks :find do
    object
  end
end

.free_text_fields(id) ⇒ Object 



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# File 'lib/otrs_connector/otrs/ticket.rb', line 129

def self.free_text_fields(id)
  data = {:UserID => 1, :Type => 'TicketFreeText' + id.to_s}
  params = { :object => 'TicketObject', :method => 'TicketFreeTextGet', :data => data }
  a = self.connect(params).first.symbolize_keys
  #b = []
  #a.each do |key,value|
  #  b << [value,key]
  #end
  #return b
end

.ticket_number_lookup(ticket_id) ⇒ Object 



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# File 'lib/otrs_connector/otrs/ticket.rb', line 39

def self.ticket_number_lookup(ticket_id)
  data = { 'TicketID' => ticket_id, 'UserID' => 1 }
  params = { :object => 'TicketObject', :method => 'TicketNumberLookup', :data => data }
  connect(params).first
end

.where(attributes) ⇒ Object 



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# File 'lib/otrs_connector/otrs/ticket.rb', line 116

def self.where(attributes)
  attributes['UserID'] = 1
  attributes['Result'] = 'ARRAY'
  data = attributes
  params = { :object => 'TicketObjectCustom', :method => 'TicketSearch', :data => data }
  a = connect(params)
  results = self.superclass::Relation.new
  a.each do |ticket|
    results << self.object_preprocessor(ticket)  #Add find results to array
  end
  results
end

Instance Method Details

#create(attributes) ⇒ Object 



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# File 'lib/otrs_connector/otrs/ticket.rb', line 51

def create(attributes)
  attributes[:type] ||= 'Incident'
  attributes[:state] ||= 'new'
  attributes[:queue] ||= 'Service Desk'
  attributes[:lock] ||= 'unlock'
  attributes[:priority] ||= '3 normal'
  attributes[:user_id] ||= '1'
  attributes[:owner_id] ||= attributes[:user_id]
  tmp = {}
  attributes.each do |key,value|
    if key == :user_id
      tmp[:UserID] = value
    end
    if key == :owner_id
      tmp[:OwnerID] = value
    end
    if key == :customer_id
      tmp[:CustomerID] = value
    end
    if key != :user_id or key != :owner_id or key != :customer_id
      tmp[key.to_s.camelize.to_sym] = value
    end

  end
  attributes = tmp
  data = attributes
  params = { :object => 'TicketObject', :method => 'TicketCreate', :data => data }
  a = connect(params)
  ticket_id = a.first
  article = OTRS::Ticket::Article.new(
    :ticket_id => ticket_id, 
    :body => attributes[:Body], 
    :email => attributes[:Email], 
    :title => attributes[:Title])
  if article.save
    ticket = self.class.find(ticket_id)
    attributes = ticket.attributes
    attributes.each do |key,value|
      instance_variable_set "@#{key.to_s}", value
    end
    ticket
  else
    ticket.destroy
    raise 'Could not create ticket'
  end
end

#destroy ⇒ Object 



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# File 'lib/otrs_connector/otrs/ticket.rb', line 98

def destroy
  id = @ticket_id
  data = { 'TicketID' => id, 'UserID' => 1 }
  params = { :object => 'TicketObject', :method => 'TicketDelete', :data => data }
  connect(params)
  "Ticket ID: #{id} deleted"
end

#id ⇒ Object 



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# File 'lib/otrs_connector/otrs/ticket.rb', line 25

def id
  self.ticket_id
end

#name ⇒ Object 



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# File 'lib/otrs_connector/otrs/ticket.rb', line 147

def name
  self.title
end

#persisted? ⇒ Boolean

Returns:

  • (Boolean) 


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# File 'lib/otrs_connector/otrs/ticket.rb', line 29

def persisted?
  false
end

#save ⇒ Object 



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# File 'lib/otrs_connector/otrs/ticket.rb', line 45

def save
  run_callbacks :save do
    self.create(self.attributes)
  end
end

#set_free_text_field(id, key, value) ⇒ Object 



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# File 'lib/otrs_connector/otrs/ticket.rb', line 140

def set_free_text_field(id, key, value)
  data = { :UserID => 1, :Counter => id, :Key => key, :Value => value, :TicketID => self.id }
  params = { :object => 'TicketObject', :method => 'TicketFreeTextSet', :data => data }
  a = self.connect(params)
  if a.first == 1 then return true else return false end
end