Hallo
zusammen,
falls es jemand
brauchen kann:
Ich habe einen
quick-hack geschrieben, der die Datumfelder in "Zusätzliche ITSMFelder"
zur
Berechnung der SLA
heranzieht.
OTRS
2.3.4
ITSM
1.2.3
6 Zeilen Code
und das wars
/opt/otrs/Kernel/System # diff -u Ticket.pm.save Ticket.pm
---
Ticket.pm.save 2009-05-08 15:19:58.000000000
+0200
+++ Ticket.pm 2009-05-08 18:56:08.000000000 +0200
@@
-1860,7 +1860,8 @@
else
{
my
$DestinationTime =
$Self->{TimeObject}->DestinationTime(
StartTime =>
$Self->{TimeObject}->TimeStamp2SystemTime(
-
String => $Ticket{Created}
+
String => $Ticket{TicketFreeTime3} ? $Ticket{TicketFreeTime3} :
$Ticket{Created}
),
Time => $Escalation{FirstResponseTime} *
60,
Calendar => $Escalation{Calendar},
@@ -2021,7 +2022,8
@@
else
{
my
$DestinationTime =
$Self->{TimeObject}->DestinationTime(
StartTime =>
$Self->{TimeObject}->TimeStamp2SystemTime(
-
String => $Ticket{Created}
+
String => $Ticket{TicketFreeTime4} ? $Ticket{TicketFreeTime4} :
$Ticket{TicketFreeTime3} ? $Ticket{TicketFreeTime3} :
$Ticket{Created}
),
Time => $Escalation{SolutionTime} *
60,
Calendar => $Escalation{Calendar},
/opt/otrs/Kernel/Modules # diff -u AgentTicketAddtlITSMField.pm.save
AgentTicketAddtlITSMField.pm
---
AgentTicketAddtlITSMField.pm.save 2009-05-08 19:40:32.000000000
+0200
+++
AgentTicketAddtlITSMField.pm
2009-05-08 19:37:53.000000000 +0200
@@ -683,6 +683,13
@@
);
}
}
+
#
+ # rebuild
ticketindex
+ #
+
$Self->{TicketObject}->TicketEscalationIndexBuild(
+
TicketID =>
$Self->{TicketID},
+
UserID =>
$Self->{UserID},
+
);
# set article free
text
for ( 1 .. 3 )
{
if
( defined( $GetParam{"ArticleFreeKey$_"} ) ) {
LG
Wolfgang