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

In the netherlands Martijn is a common name but your name is Martin :) On Fri, Dec 12, 2014 at 4:43 PM, Roald wrote:

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, 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)

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Message: 1 Date: Thu, 27 Nov 2014 13:24:24 +0100 From: Martin Gruner Subject: Re: [dev] developing custom SLA/Service escalations and notifications To: Development community of OTRS 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" ?> <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/

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...

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Message: 2 Date: Thu, 27 Nov 2014 15:03:27 +0100 From: Martin Gruner Subject: [dev] OTRS 5 development To: Development community of OTRS 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/?lan...

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End of dev Digest, Vol 44, Issue 6 **********************************