private void update(Ticket ticketToUpdate) throws PluginException { Ticket currentTicket = get(ticketToUpdate.getId()); LOG.debug("updating existing ticket : {}", currentTicket.getId()); if (currentTicket.getState() != ticketToUpdate.getState()) { OTRSTicketUpdateTicket ticketUpdate = new OTRSTicketUpdateTicket(); ticketUpdate.setStateID(openNMSToOTRSState(ticketToUpdate.getState())); OTRSArticle articleUpdate = new OTRSArticle(); // TODO Figure out why we can't set ArticleFrom without an error from OTRS // otrsArticle.setFrom(m_configDao.getArticleFrom()); articleUpdate.setSubject(m_configDao.getArticleUpdateSubject()); // All OTRS article fields from defaults articleUpdate.setArticleType(m_configDao.getArticleType()); articleUpdate.setSenderType(m_configDao.getArticleSenderType()); articleUpdate.setContentType(m_configDao.getArticleContentType()); articleUpdate.setHistoryType(m_configDao.getArticleHistoryType()); articleUpdate.setHistoryComment(m_configDao.getArticleHistoryComment()); switch (ticketToUpdate.getState()) { case OPEN: // ticket is new articleUpdate.setBody(m_configDao.getTicketOpenedMessage()); break; case CANCELLED: // not sure how often we see this articleUpdate.setBody(m_configDao.getTicketCancelledMessage()); break; case CLOSED: // closed successful articleUpdate.setBody(m_configDao.getTicketClosedMessage()); break; default: LOG.debug("No valid OpenNMS state on ticket"); articleUpdate.setBody(m_configDao.getTicketUpdatedMessage()); } TicketUpdate update = new TicketUpdate(); update.setUserLogin(m_configDao.getUserName()); update.setPassword(m_configDao.getPassword()); update.setTicketID(new BigInteger(currentTicket.getId())); update.setTicket(ticketUpdate); update.setArticle(articleUpdate); m_ticketConnector.ticketUpdate(update); } else { // There is no else at the moment // Tickets are _only_ updated with new state } }