Re: [dev] dev Digest, Vol 44, Issue 6

24 Dec 2014

      So DynamicField_somename doesn't get updated but ValueSet updates something
and ValueGet shows the updated value.

Relevant debug messages:

[Wed Dec 24 18:47:28
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][237]
@@Escalation.pm DestinationSystemTime $VAR1 = \'2014-12-22 17:06:39';

[Wed Dec 24 18:47:28
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][288]
@@Escalation.pm DynamicField_somename after update $VAR1 = \'2014-12-04
16:54:00';

[Wed Dec 24 18:47:28
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][293]
!!@@Escalation.pm FieldID $VAR1 = \'7';

[Wed Dec 24 18:47:28
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][297]
!!@@Escalation.pm ObjectID $VAR1 = \'5';

[Wed Dec 24 18:47:28
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][301]
!!@@Escalation.pm UserID $VAR1 = \2;

[Wed Dec 24 18:47:28
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][311]
!!@@Escalation.pm ValueGet $VAR1 = \[
            {
              'ValueDateTime' => '2014-12-22 17:06:39',
              'ID' => '21',
              'ValueInt' => undef,
              'ValueText' => undef
            }
          ];

Relevant code from sub new:

    for (qw(ConfigObject DynamicFieldObject TicketObject LogObject
UserObject CustomerUserObject TimeObject SLAObject))
    {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

$Self->{BackendObject} = Kernel::System::DynamicField::Backend->new(
        EncodeObject => $Param{TicketObject}->{EncodeObject},
        MainObject   => $Param{TicketObject}->{MainObject},
        DBObject     => $Param{TicketObject}->{DBObject},
        TimeObject   => $Param{TicketObject}->{TimeObject},
        %Param,
    );

    $Self->{DynamicFieldValueObject} =
Kernel::System::DynamicFieldValue->new(
        ConfigObject        => $Param{TicketObject}->{ConfigObject},
        EncodeObject        => $Param{TicketObject}->{EncodeObject},
        LogObject           => $Param{TicketObject}->{LogObject},
        MainObject   => $Param{TicketObject}->{MainObject},
        DBObject     => $Param{TicketObject}->{DBObject},
    );

Relevant code from sub run:

 # get dynamic field config
    my $DynamicField = $Self->{DynamicFieldObject}->DynamicFieldGet(
            Name => "somename",
        );

   my $Success = $Self->{DynamicFieldValueObject}->ValueSet(
        #DynamicFieldConfig => $DynamicField,
        FieldID => $DynamicField->{ID},
        ObjectID => $Param{Data}->{TicketID},
        Value    => [
            {
                ValueDateTime => $DestinationSystemTime,
            },
        ],
        UserID   => $Param{UserID},
    );
        if ( !$Success ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message =>
                "Can not set value for dynamic field $DynamicField->{Name}!"
        );
    }

    # print updated DynamicField_somename
    $Self->{LogObject}->Log(
        Priority=>'debug',
        Message=> '@@Escalation.pm DynamicField_somename after update ' .
Dumper(\$Ticket{DynamicField_somename}),
    );

    $Self->{LogObject}->Log(
        Priority=>'debug',
        Message=> '!!@@Escalation.pm FieldID ' .
Dumper(\$DynamicField->{ID}),
    );
    $Self->{LogObject}->Log(
        Priority=>'debug',
        Message=> '!!@@Escalation.pm ObjectID ' .
Dumper(\$Param{Data}->{TicketID}),
    );
    $Self->{LogObject}->Log(
        Priority=>'debug',
        Message=> '!!@@Escalation.pm UserID ' . Dumper(\$Param{UserID}),
    );

    my $DynamicFieldValue = $Self->{DynamicFieldValueObject}->ValueGet(
        FieldID => $DynamicField->{ID},
        ObjectID => $Param{Data}->{TicketID},
    );
    $Self->{LogObject}->Log(
        Priority=>'debug',
        Message=> '!!@@Escalation.pm ValueGet ' .
Dumper(\$DynamicFieldValue),
    );

On Wed, Dec 24, 2014 at 6:13 PM, Roald  wrote:
...
It seems like I'm setting some value. ValueGet returns the updated value.
But printing $Ticket{DynamicField_somename doesn't return the updated value.
my $DynamicFieldValue = $Self->{DynamicFieldValueObject}->ValueGet(
        FieldID => $DynamicField->{ID},
        ObjectID => $Param{Data}->{TicketID},
    );
    $Self->{LogObject}->Log(
        Priority=>'debug',
        Message=> '@@Escalation.pm DynamicField_somename after update ' .
Dumper(\$Ticket{DynamicField_somename}),
    );
$Self->{LogObject}->Log(
        Priority=>'debug',
        Message=> '!!@@Escalation.pm ValueGet ' .
Dumper(\$DynamicFieldValue),
    );
[Wed Dec 24 18:07:41
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][283]
@@Escalation.pm DynamicField_TTRS after update $VAR1 = \'2014-12-04
16:54:00';
[Wed Dec 24 18:07:41
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][306]
!!@@Escalation.pm ValueGet $VAR1 = \[
            {
              'ValueText' => undef,
              'ValueInt' => undef,
              'ID' => '17',
              'ValueDateTime' => '2014-12-22 17:06:39'
            }
          ];
On Wed, Dec 24, 2014 at 5:16 PM, Roald  wrote:
...
I made some progress. I want to set the value of the DynamicField to
$DestinationSystemTime. I'm using ValueSet from DynamicFieldValueObject.
The value of the dynamic field is not changed by ValueSe but I'm getting no
more errors.
The value of the DynamicField should be changed to '2014-12-22 17:06:39'
but remains at '\'2014-12-04 16:54:00'.
# get dynamic field config
    my $DynamicField = $Self->{DynamicFieldObject}->DynamicFieldGet(
            Name => "TTRS",
        );
my $Success = $Self->{DynamicFieldValueObject}->ValueSet(
        FieldID => $DynamicField->{ID},
        ObjectID => $Param{Data}->{TicketID},
        Value    => [
            {
                ValueDateTime => $DestinationSystemTime,
            },
        ],
        UserID   => $Param{UserID},
    );
        if ( !$Success ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message =>
                "Can not set value for dynamic field
$DynamicField->{Name}!"
        );
    }
debug log:
[Wed Dec 24 17:05:47
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][228]
@@Escalation.pm DestinationTime $VAR1 = \1419264399;
[Wed Dec 24 17:05:47
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][232]
@@Escalation.pm DestinationSystemTime $VAR1 = \'2014-12-22 17:06:39';
[Wed Dec 24 17:05:47
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][283]
@@Escalation.pm DynamicField_somename after update $VAR1 = \'2014-12-04
16:54:00';
[Wed Dec 24 17:05:47
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][288]
!!@@Escalation.pm FieldID $VAR1 = \'7';
[Wed Dec 24 17:05:47
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][292]
!!@@Escalation.pm ObjectID $VAR1 = \'5';
[Wed Dec 24 17:05:47
2014][Debug][Kernel::System::Ticket::Event::ICTRoomEscalation::Run][296]
!!@@Escalation.pm UserID $VAR1 = \2;
On Wed, Dec 24, 2014 at 4:06 PM, Roald  wrote:
...
I made some progress. I used DynamicFieldListGet to figure out I had to
drop "DynamicField_" from the fieldname.
ValueSet still doesn't work.
# get dynamic field config
    my $DynamicField = $Self->{DynamicFieldObject}->DynamicFieldGet(
            Name => "somename",
        );
$Self->{LogObject}->Log(
        Priority=>'debug',
        Message=> '!!@@Escalation.pm DynamicField ' .
Dumper(\$DynamicField),
    );
my $Success = $Self->{BackendObject}->ValueSet(
        DynamicFieldConfig => $DynamicField,
        ObjectID => $Param{Data}->{TicketID},
        Value    => [
            {
                $DestinationSystemTime,
            },
        ],
        UserID   => $Param{UserID},
    );
        if ( !$Success ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message =>
                "Can not set value for dynamic field
$DynamicField->{Name}!"
        );
    }
debug messages otrs.log:
[Wed Dec 24 15:54:13
2014][Debug][Kernel::System::Ticket::Event::Escalation::Run][233]
!!@@Escalation.pm DynamicField $VAR1 = \{
            'FieldType' => 'DateTime',
            'ID' => '7',
            'ValidID' => '1',
            'FieldOrder' => '7',
            'InternalField' => '0',
            'Label' => 'some label',
            'CreateTime' => '2014-12-22 16:17:25',
            'Name' => 'somename',
            'ChangeTime' => '2014-12-22 16:17:25',
            'ObjectType' => 'Ticket',
            'Config' => {
                          'YearsInFuture' => '5',
                          'YearsInPast' => '5',
                          'Link' => '',
                          'DefaultValue' => '0',
                          'YearsPeriod' => '0'
                        }
          };
[Wed Dec 24 15:54:13
2014][Error][Kernel::System::DynamicField::Backend::ValueSet][512] Could
not update field somename for Ticket ID 5 !
[Wed Dec 24 15:54:13
2014][Error][Kernel::System::Ticket::Event::Escalation::Run][254] Can not
set value for dynamic field somename!
error.log apache:
[Wed Dec 24 15:54:13 2014] -e: Odd number of elements in anonymous hash
at /opt/otrs//Kernel/System/Ticket/Event/Escalation.pm line 243.
ERROR: OTRS-CGI-66 Perl: 5.18.2 OS: linux Time: Wed Dec 24 15:54:13 2014
Message: Could not update field somename for Ticket ID 5 !
RemoteAddress: 192.168.2.1
 RequestURI: /otrs/index.pl
Traceback (3992):
   Module: Kernel::System::DynamicField::Backend::ValueSet (OTRS 3.3.x
git) Line: 512
   Module: Kernel::System::Ticket::Event::Escalation::Run (OTRS 3.3.x
git) Line: 243
   Module: Kernel::System::EventHandler::EventHandler (OTRS 3.3.x git)
Line: 255
   Module: Kernel::System::Ticket::TicketSLASet (OTRS 3.3.x git) Line:
3008
   Module: Kernel::Modules::AgentTicketActionCommon::Run (OTRS 3.3.x
git) Line: 598
   Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.x git)
Line: 910
   Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(unknown version) Line: 41
   Module: (eval) (v1.99) Line: 206
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
   Module: ModPerl::Registry::handler (v1.99) Line: 31
ERROR: OTRS-CGI-66 Perl: 5.18.2 OS: linux Time: Wed Dec 24 15:54:13 2014
Message: Can not set value for dynamic field somename!
RemoteAddress: 192.168.2.1
 RequestURI: /otrs/index.pl
Traceback (3992):
   Module: Kernel::System::Ticket::Event::Escalation::Run (OTRS 3.3.x
git) Line: 254
   Module: Kernel::System::EventHandler::EventHandler (OTRS 3.3.x git)
Line: 255
   Module: Kernel::System::Ticket::TicketSLASet (OTRS 3.3.x git) Line:
3008
   Module: Kernel::Modules::AgentTicketActionCommon::Run (OTRS 3.3.x
git) Line: 598
   Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.x git)
Line: 910
   Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(unknown version) Line: 41
   Module: (eval) (v1.99) Line: 206
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
   Module: ModPerl::Registry::handler (v1.99) Line: 31
[Wed Dec 24 15:54:13 2014] Escalation.pm: Subroutine new redefined at
/opt/otrs//Kernel/System/Ticket/Event/Escalation.pm line 21.
[Wed Dec 24 15:54:14 2014] Escalation.pm: Subroutine Run redefined at
/opt/otrs//Kernel/System/Ticket/Event/Escalation.pm line 79.
On Wed, Dec 24, 2014 at 3:18 PM, Roald  wrote:
...
I get my DynamicFieldObject like this:
    for (qw(ConfigObject DynamicFieldObject TicketObject LogObject
UserObject CustomerUserObject TimeObject SLAObject))
    {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }
But for some reason I can't seem to retrieve the DynamicField and
corresponding DynamicFieldConfig using DynamicFieldGet.
On Wed, Dec 24, 2014 at 3:16 PM, Roald  wrote:
...
relevant debug messages from otrs.log:
[Wed Dec 24 15:11:42
2014][Debug][Kernel::System::Ticket::Event::Escalation::Run][225]
@@Escalation.pm DynamicField $VAR1 = \{};
[Wed Dec 24 15:11:42
2014][Debug][Kernel::System::Ticket::Event::Escalation::Run][230]
@@Escalation.pm DynamicFieldConfig $VAR1 = \undef;
[Wed Dec 24 15:11:42
2014][Error][Kernel::System::DynamicField::Backend::ValueSet][447] Need
DynamicFieldConfig!
[Wed Dec 24 15:11:42
2014][Error][Kernel::System::Ticket::Event::Escalation::Run][246] Can not
set value for dynamic field!
apache2 errorlog :
root@otrs:/var/log/apache2# tail -f -n0 error.log
[Wed Dec 24 15:11:38 2014] Escalation.pm: Subroutine new redefined at
/opt/otrs//Kernel/System/Ticket/Event/Escalation.pm line 21.
[Wed Dec 24 15:11:38 2014] Escalation.pm: Subroutine Run redefined at
/opt/otrs//Kernel/System/Ticket/Event/Escalation.pm line 79.
[Wed Dec 24 15:11:42 2014] -e: Odd number of elements in anonymous
hash at /opt/otrs//Kernel/System/Ticket/Event/Escalation.pm line 235.
ERROR: OTRS-CGI-66 Perl: 5.18.2 OS: linux Time: Wed Dec 24 15:11:42
2014
Message: Need DynamicFieldConfig!
RemoteAddress: 192.168.2.1
 RequestURI: /otrs/index.pl
Traceback (3448):
   Module: Kernel::System::DynamicField::Backend::ValueSet (OTRS 3.3.x
git) Line: 447
   Module: Kernel::System::Ticket::Event::Escalation::Run (OTRS 3.3.x
git) Line: 235
   Module: Kernel::System::EventHandler::EventHandler (OTRS 3.3.x git)
Line: 255
   Module: Kernel::System::Ticket::TicketSLASet (OTRS 3.3.x git) Line:
3008
   Module: Kernel::Modules::AgentTicketActionCommon::Run (OTRS 3.3.x
git) Line: 598
   Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.x git)
Line: 910
   Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(unknown version) Line: 41
   Module: (eval) (v1.99) Line: 206
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
   Module: ModPerl::Registry::handler (v1.99) Line: 31
[Wed Dec 24 15:11:42 2014] -e: Use of uninitialized value in
concatenation (.) or string at
/opt/otrs//Kernel/System/Ticket/Event/Escalation.pm line 247.
ERROR: OTRS-CGI-66 Perl: 5.18.2 OS: linux Time: Wed Dec 24 15:11:42
2014
Message: Can not set value for dynamic field!
RemoteAddress: 192.168.2.1
 RequestURI: /otrs/index.pl
Traceback (3448):
   Module: Kernel::System::Ticket::Event::Escalation::Run (OTRS 3.3.x
git) Line: 246
   Module: Kernel::System::EventHandler::EventHandler (OTRS 3.3.x git)
Line: 255
   Module: Kernel::System::Ticket::TicketSLASet (OTRS 3.3.x git) Line:
3008
   Module: Kernel::Modules::AgentTicketActionCommon::Run (OTRS 3.3.x
git) Line: 598
   Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.x git)
Line: 910
   Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(unknown version) Line: 41
   Module: (eval) (v1.99) Line: 206
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
   Module: ModPerl::Registry::handler (v1.99) Line: 31
On Wed, Dec 24, 2014 at 3:00 PM, Roald  wrote:
...
Dear Martin,
Thank you!
I'm currently trying to save new a new value into a Dynamic Field. To
do this I use ValueSet from the BackendObject. ValueSet needs a
DynamicFieldConfig. I'm trying to get this from the DynamicFieldGet method.
It's not working yet. Any idea why ?
This is how I created my BackendObject:
$Self->{BackendObject} =
Kernel::System::DynamicField::Backend->new(
        EncodeObject => $Param{TicketObject}->{EncodeObject},
        MainObject   => $Param{TicketObject}->{MainObject},
        DBObject     => $Param{TicketObject}->{DBObject},
        TimeObject   => $Param{TicketObject}->{TimeObject},
        %Param,
    );
This is how I try to update a Dynamic Field (not working) :
# get dynamic field config
    my $DynamicField = $Self->{DynamicFieldObject}->DynamicFieldGet(
            Name => "DynamicField_somename",
        );
    my $DynamicFieldConfig = $DynamicField->{Config};
$Self->{LogObject}->Log(
        Priority=>'debug',
        Message=> 'DynamicField ' . Dumper(\$DynamicField),
    );
$Self->{LogObject}->Log(
        Priority=>'debug',
        Message=> 'DynamicFieldConfig ' .
Dumper(\$DynamicFieldConfig),
    );
my $Success = $Self->{BackendObject}->ValueSet(
        DynamicFieldConfig => $DynamicFieldConfig,
        ObjectID => $Param{Data}->{TicketID},
        Value    => [
            {
                $DestinationSystemTime,
            },
        ],
        UserID   => $Param{UserID},
    );
        if ( !$Success ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message =>
                "Can not set value to current time for dynamic
field$DynamicFieldConfig->{Name}!"
        );
    }
# print updated DynamicField_somename
    $Self->{LogObject}->Log(
        Priority=>'debug',
        Message => 'DynamicField_somename ' .
Dumper(\$Ticket{DynamicField_somename}),
    );
On Tue, Dec 16, 2014 at 2:02 PM, Martin Gruner <
martin.gruner@otrs.com> wrote:
> Hi Roald,
>
> yes this is possible. OTRS also uses a ticket event handler to
> caclulate
> and store the escalation times for the tickets. This (target) time
> calculation only happens when there are changes to the tickets. The
> escalation notifications etc. are independent of that.
> Of course you can also use a GA job to do this if the delay is ok.
>
> Regards, mg
>
> Am 12.12.14 um 16:43 schrieb Roald:
> > 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,  > mailto:dev-request@otrs.org> wrote:
> >
> >     Send dev mailing list submissions to
> >             dev@otrs.org mailto:dev@otrs.org
> >
> >     To subscribe or unsubscribe via the World Wide Web, visit
> >             http://lists.otrs.org/cgi-bin/listinfo/dev
> >     or, via email, send a message with subject or body 'help' to
> >             dev-request@otrs.org mailto:dev-request@otrs.org
> >
> >     You can reach the person managing the list at
> >             dev-owner@otrs.org mailto:dev-owner@otrs.org
> >
> >     When replying, please edit your Subject line so it is more
> specific
> >     than "Re: Contents of dev digest..."
> >
> >
> >     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  >     mailto: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
> >     mailto: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" ?>
> >     > 
> >     >     <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>
> >     >     ........
> >     > 
> >     >
> >     > * 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/ http://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/?lan...
> >
> >
> >     ------------------------------
> >
> >     Message: 2
> >     Date: Thu, 27 Nov 2014 15:03:27 +0100
> >     From: Martin Gruner  >     mailto:martin.gruner@otrs.com>
> >     Subject: [dev] OTRS 5 development
> >     To: Development community of OTRS  dev@otrs.org>>
> >     Message-ID: <54772F2F.1020904@otrs.com
> >     mailto: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 tel:%2B49%20%280%296172%20681988%200
> >     F: +49 (0)9421 56818 18 tel:%2B49%20%280%299421%2056818%2018
> >     I:  www.otrs.com/ http://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/?lan...
> >
> >
> >     ------------------------------
> >
> >     _______________________________________________
> >     dev mailing list
> >     dev@otrs.org mailto:dev@otrs.org
> >     http://lists.otrs.org/cgi-bin/listinfo/dev
> >
> >
> >     End of dev Digest, Vol 44, Issue 6
> >     **********************************
> >
> >
> >
> > _______________________________________________
> > OTRS mailing list: dev - Webpage: http://otrs.org/
> > Archive: http://lists.otrs.org/pipermail/dev
> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
> >
>
> --
> 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/
>
> Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751,
> USt-Nr.: DE256610065
> Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André
> Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel
>
> Schlanker, schneller und flacher denn je - OTRS 4! Und für 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/?lan...
> _______________________________________________
> OTRS mailing list: dev - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/dev
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
>