Re: [otrs] How to add a new field to Agent's profile?

1 Jul 2013

      Thanks Gerald,

I mistakenlyassumed the User information came inside Ticket information. 
Now I got it working as stated below:

my %Ticket = $Self->{TicketObject}->TicketGet(
     TicketID => $Param{Data}->{TicketID},
);

my %UserPrefs = $Self->{UserObject}->GetPreferences(
     UserID => $Ticket{OwnerID},
);

my %UserData = $Self->{UserObject}->GetUserData(
     UserID => $Ticket{OwnerID},
);

And then $UserPrefs{AgentXMPPJID} give me the Ticket Owner JID 
previously configured.

Regards,

Daniel Santos
daniel.santos@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 07/01/13 15:05, Gerald Young wrote:
...
Daniel, without understanding your code, note that Agent profile data 
is not in a Ticket, but as a UserObject->GetPreferences (see 
dev.otrs.org http://dev.otrs.org, Kernel::System::User)
Basic concept: Get ticket's info, from that obtain UserID, from that, 
get the Preferences Hash from GetPreferences, from that, obtain the 
XMPPJID,
On Mon, Jul 1, 2013 at 10:11 AM, Daniel Santos 
mailto:daniel.santos@etice.ce.gov.br> 
wrote:
Hi Gerald,
I successfully created the field (XMPPJID) on our agent
    preferences screen based on your link. But now I'm stuck trying to
    retrieve this value in a Ticket Event module. I've already tried
    $Param{XMPPJID}, $Param{Data}->{XMPPJID}, but it doesn't work.
Daniel Santos
    daniel.santos@etice.ce.gov.br  mailto:daniel.santos@etice.ce.gov.br
    ETICE - Empresa de Tecnologia da Informação do Ceará
    www.etice.ce.gov.br  http://www.etice.ce.gov.br
    +55 85 3101.6600
On 06/26/13 11:26, Gerald Young wrote:
...
http://forums.otterhub.org/viewtopic.php?f=60&t=19936
On Wed, Jun 26, 2013 at 10:13 AM, Daniel Santos
    mailto:daniel.santos@etice.ce.gov.br> wrote:
Hi there.
What's the correct way to add a new field (JabberUID) in the
        Agent's profile so we can configure our Agents to receive
        notifications on email and Jabber?
I'm thinking on setting up a Ticket Event to make it send
        these Jabber notifications when a Ticket reaches its
        EscalationTime.
Is there any way to create a new ArticleType (I.E:
        xmpp-notification) so I can create an Notification Event and
        use it to notify my Agents via Jabber instead of creating a
        Ticket Event?
Thanks in advance!
-- 
        Daniel Santos
        daniel.santos@etice.ce.gov.br
        mailto:daniel.santos@etice.ce.gov.br
        ETICE - Empresa de Tecnologia da Informação do Ceará
        www.etice.ce.gov.br http://www.etice.ce.gov.br
        +55 85 3101.6600
---------------------------------------------------------------------
        OTRS mailing list: otrs - Webpage: http://otrs.org/
        Archive: http://lists.otrs.org/pipermail/otrs
        To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
---------------------------------------------------------------------
    OTRS mailing list: otrs - Webpage:http://otrs.org/
    Archive:http://lists.otrs.org/pipermail/otrs
    To unsubscribe:http://lists.otrs.org/cgi-bin/listinfo/otrs
---------------------------------------------------------------------
    OTRS mailing list: otrs - Webpage: http://otrs.org/
    Archive: http://lists.otrs.org/pipermail/otrs
    To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs