/usr/share/otrs/bin/otrs.UnlockTickets.pl is in otrs2 3.3.5-1.
This file is owned by root:root, with mode 0o755.
The actual contents of the file can be viewed below.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 | #!/usr/bin/perl
# --
# bin/otrs.UnlockTickets.pl - to unlock tickets
# Copyright (C) 2001-2014 OTRS AG, http://otrs.com/
# --
# This program is free software; you can redistribute it and/or modify
# it under the terms of the GNU AFFERO General Public License as published by
# the Free Software Foundation; either version 3 of the License, or
# any later version.
#
# This program is distributed in the hope that it will be useful,
# but WITHOUT ANY WARRANTY; without even the implied warranty of
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the
# GNU General Public License for more details.
#
# You should have received a copy of the GNU Affero General Public License
# along with this program; if not, write to the Free Software
# Foundation, Inc., 51 Franklin St, Fifth Floor, Boston, MA 02110-1301 USA
# or see http://www.gnu.org/licenses/agpl.txt.
# --
use strict;
use warnings;
use File::Basename;
use FindBin qw($RealBin);
use lib dirname($RealBin);
use lib dirname($RealBin) . '/Kernel/cpan-lib';
use lib dirname($RealBin) . '/Custom';
use Kernel::Config;
use Kernel::System::Encode;
use Kernel::System::Time;
use Kernel::System::Log;
use Kernel::System::Main;
use Kernel::System::DB;
use Kernel::System::Ticket;
use Kernel::System::User;
use Kernel::System::State;
use Kernel::System::Lock;
my $Debug = 0;
# common objects
my %CommonObject;
$CommonObject{ConfigObject} = Kernel::Config->new();
$CommonObject{EncodeObject} = Kernel::System::Encode->new(%CommonObject);
$CommonObject{LogObject} = Kernel::System::Log->new(
LogPrefix => 'OTRS-otrs.UnlockTickets.pl',
%CommonObject,
);
$CommonObject{MainObject} = Kernel::System::Main->new(%CommonObject);
$CommonObject{TimeObject} = Kernel::System::Time->new(%CommonObject);
$CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject);
$CommonObject{TicketObject} = Kernel::System::Ticket->new(%CommonObject);
$CommonObject{UserObject} = Kernel::System::User->new(%CommonObject);
$CommonObject{StateObject} = Kernel::System::State->new(%CommonObject);
$CommonObject{LockObject} = Kernel::System::Lock->new(%CommonObject);
my @UnlockStateIDs = $CommonObject{StateObject}->StateGetStatesByType(
Type => 'Unlock',
Result => 'ID',
);
my @ViewableLockIDs = $CommonObject{LockObject}->LockViewableLock( Type => 'ID' );
# check args
my $Command = shift || '--help';
print "otrs.UnlockTickets.pl - unlock tickets\n";
print "Copyright (C) 2001-2014 OTRS AG, http://otrs.com/\n";
# unlock all tickets
if ( $Command eq '--all' ) {
print " Unlock all tickets:\n";
my @Tickets;
exit 1 if !$CommonObject{DBObject}->Prepare(
SQL => "
SELECT st.tn, st.id
FROM ticket st
WHERE st.ticket_lock_id NOT IN ( ${\(join ', ', @ViewableLockIDs)} ) ",
);
while ( my @Row = $CommonObject{DBObject}->FetchrowArray() ) {
push @Tickets, \@Row;
}
for (@Tickets) {
my @Row = @{$_};
print " Unlocking ticket id $Row[0] ...";
my $Unlock = $CommonObject{TicketObject}->LockSet(
TicketID => $Row[1],
Lock => 'unlock',
UserID => 1,
);
if ($Unlock) {
print " done.\n";
}
else {
print " failed.\n";
}
}
exit 0;
}
# unlock old tickets
elsif ( $Command eq '--timeout' ) {
print " Unlock old tickets:\n";
my @Tickets;
exit 1 if !$CommonObject{DBObject}->Prepare(
SQL => "
SELECT st.tn, st.id, st.timeout, sq.unlock_timeout
FROM ticket st, queue sq
WHERE st.queue_id = sq.id
AND sq.unlock_timeout != 0
AND st.ticket_state_id IN ( ${\(join ', ', @UnlockStateIDs)} )
AND st.ticket_lock_id NOT IN ( ${\(join ', ', @ViewableLockIDs)} ) ",
);
while ( my @Row = $CommonObject{DBObject}->FetchrowArray() ) {
my $CountedTime = $CommonObject{TimeObject}->WorkingTime(
StartTime => $Row[2],
StopTime => $CommonObject{TimeObject}->SystemTime(),
);
if ( $CountedTime >= $Row[3] * 60 ) {
push @Tickets, \@Row;
}
}
for (@Tickets) {
my @Row = @{$_};
print " Unlocking ticket id $Row[0] ...";
my $Unlock = $CommonObject{TicketObject}->LockSet(
TicketID => $Row[1],
Lock => 'unlock',
UserID => 1,
);
if ($Unlock) {
print " done.\n";
}
else {
print " failed.\n";
}
}
exit 0;
}
# show usage
else {
print "usage: $0 [options] \n";
print " Options are as follows:\n";
print " --help display this option help\n";
print " --timeout unlock old tickets\n";
print " --all unlock all tickets (force)\n";
exit 1;
}
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