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/ 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...