Dear Martijn,

Thank you for your reply.

I'm currently spending some time at this.

It seems to me that a custom ticket event handler can't be used.  Suppose I have a field "Time To Intervention" and there needs to be a time based escalation. Is it possible to do time based escalations on dynamic fields using a custom ticket event handler ? I have to do some calculations and look at the calendars.

That's why I thought using a generic agent to run every few minutes and look at all open tickets should be the way to go. Maybe do it a bit smarter by only looking at open tickets which fullfull some criteria such as not escalating yet.

Thanks!,

With kind regards,
Roald








On Fri, Nov 28, 2014 at 1:00 PM, <dev-request@otrs.org> wrote:
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Today's Topics:

   1. Re: developing custom SLA/Service escalations and
      notifications (Martin Gruner)
   2. OTRS 5 development (Martin Gruner)


----------------------------------------------------------------------

Message: 1
Date: Thu, 27 Nov 2014 13:24:24 +0100
From: Martin Gruner <martin.gruner@otrs.com>
Subject: Re: [dev] developing custom SLA/Service escalations and
        notifications
To: Development community of OTRS <dev@otrs.org>
Message-ID: <547717F8.7000002@otrs.com>
Content-Type: text/plain; charset=windows-1252

Hello Roald,

Am 26.11.14 um 17:29 schrieb Roald:
> Hi,
>
> I'm new to OTRS development.
>
> Requirements in a nutshell:
> * set custom fields for SLA's
> * calculate whether a ticket escalates based on these custom fields (do
> some custom calculations)
> * send notifications to agents based on these escalations
> * there are also other requirements but most can be solved without
> development
>
> Idea on how to approach this:
> * xml file in /opt/otrs/Kernel/Config/Files which uses SLAPreferences
>
> <?xml version="1.0" encoding="utf-8" ?>
> <otrs_config version="1.0" init="Framework">
>     <ConfigItem Name="SLAPreferences###010-TTI" Required="0" Valid="1">
>         <Description Translatable="1">Time To Intervention.</Description>
>         <Group>Ticket</Group>
>         <SubGroup>Frontend::SLA::Preferences</SubGroup>
>         <Setting>
>             <Hash>
>                 <Item
> Key="Module">Kernel::Output::HTML::SLAPreferencesGeneric</Item>
>                 <Item Key="Label">label for dynamic field</Item>
>                 <Item Key="Desc">description.</Item>
>                 <Item Key="Block">Input</Item>
>                 <Item Key="PrefKey">dynamicfield</Item>
>             </Hash>
>         </Setting>
>     </ConfigItem>
>     ........
> </otrs_config>
>
> * write a custom module with a job that should be run by Generic Agent
> to do the rest. Maybe split it in two modules.
>
> Questions:
> * Is my approach the most straightforward and suitable one ?

Sounds pretty straightforward. I think you might not need a GA job, but
could do with a custom ticket event handler like
Kernel::System::Ticket::Event::TicketEscalationIndex instead.

> * How do I calculate using the calendars ? For example hours outside
> business hours don't count for one specific calendar. While there is
> also a 24/7 calendar.

I'd recommend to tailor the calendars just as you need. For 24/7 you can
have a calendar that has everything marked, for the other one just
define all non-business hours as business hours.

Regarding the question from your other mail: with the custom event
handler you can also set a dynamic field.

Good luck!

Best regards, mg

--
Martin Gruner
Senior Developer R&D

OTRS AG
Bahnhofplatz 1a
94315 Straubing

T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I:  www.otrs.com/

Gesch?ftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751,
USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: Andr?
Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel

Schlanker, schneller und flacher denn je - OTRS 4! Und f?r alle, die
MEHR wollen: Entdecken Sie hier die OTRS Business Solution? mit mehr
Business Features!
https://www.otrs.com/otrs-business-solution-fuer-besseren-kundenservice/?lang=de


------------------------------

Message: 2
Date: Thu, 27 Nov 2014 15:03:27 +0100
From: Martin Gruner <martin.gruner@otrs.com>
Subject: [dev] OTRS 5 development
To: Development community of OTRS <dev@otrs.org>
Message-ID: <54772F2F.1020904@otrs.com>
Content-Type: text/plain; charset=utf-8

Dear OTRS developers,

as you might have heard, OTRS 4 is now released and development for OTRS
5 will start soon.

Do you plan to make substantial contributions to it? If that is the
case, I want to offer you to plan and coordinate this together, to make
sure right from the planning period that your contributions can find
their way into OTRS 5.

Please just let me know via reply on this list.

Thanks and best regards, Martin

--
Martin Gruner
Senior Developer R&D

OTRS AG
Bahnhofplatz 1a
94315 Straubing

T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I:  www.otrs.com/

Gesch?ftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751,
USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: Andr?
Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel

Schlanker, schneller und flacher denn je - OTRS 4! Und f?r alle, die
MEHR wollen: Entdecken Sie hier die OTRS Business Solution? mit mehr
Business Features!
https://www.otrs.com/otrs-business-solution-fuer-besseren-kundenservice/?lang=de


------------------------------

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