Hi Luca, Luca Borsari schrieb:
I need to extract some stat info (ex: Agent avg. ticket lead time, etc) from our otrs server, to monitor/improve our support service. Reading old posts to ADMIN/DEV lists, and lloking at the docs, i've found the DB tables storing the info i need.
I could make a perl scipt to extract data and produce the stat i need, but i would rather prefer to implement it directly in OTRS, as a custom module (OTRS web application framework)
Looking at the online Developer Manual, it seems to me that the process to do that will be something like: *) Create a custom frontend module (in Kernel/Modules/) *) Create the HTML (dtl) to manage input parametrs *) Create the HTML (dtl) to generate output *) Modify Agent menu to include the new link (button)
being new to otrs hacking, my first question is...am i doing something completely wrong...?
No. You are on the right way. :)
What it would be great for me to have at this stage, is a sort of "beginners otrs dev guide", implementing an hello word like feature using the OTRS web devlopment framework.
Sould be there: http://doc.otrs.org/developer/2.0/en/html/ :-) You also can download some already existing modules like the calendar to review how it works. Greetings, Martin ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!