Hi, I looked into event modules recently but didn't connect the dots in that they could be used with this problem. I haven't written a line of Perl code so far but did look into a lot of OTRS source files over the last couple of weeks and - wisely :) - concluded Perl is nothing like the C# poetry I'm used with. I'll have to learn some Perl 1st and then get back to this issue but thanks for pointing me in the right direction. The reason why I stated "without messing with OTRS's code" is because I've seen many solving various of their own immediate problems by changing code shipped with OTRS. That's something that I want to avoid like the plague for the time being. Thanks, Bogdan On Thu, Oct 4, 2012 at 9:15 PM, Michiel Beijen wrote:

Hi Bogdan,

You can implement this by writing an event module that does the calculation whenever an article dynamic field is updated and stores the result in a ticket level dynamic field. There is no way to get around writing some code here. You do not have to mess with OTRS's own source code; but you will have to create this separate module and register it in the configuration. For a seasoned developer, it would be very straight-forward. -- Mike

On Thu, Oct 4, 2012 at 5:31 PM, Bogdan Iosif wrote:

...

Hi,

Please help with determining if OTRS supports a ticket-level [dynamic?] field calculated as a sum of all values of an article-level dynamic field.

Example:

Assume a ticket-level dynamic field named "Total Estimated Hours" and an article-level dynamic field named "Article Estimated Hours". Both are shown in read-only mode in customer interface's ticket zoom view.

Desired behavior: T1. Customer creates the ticket => Customer's ticket zoom view shows Total Estimated Hours = 0 T2. An agent adds an article with Article Estimated Hours = 3 => Customer's ticket zoom view shows Total Estimated Hours = 3 T3. Customer follows up on the ticket T4. An agent adds an article with Article Estimated Hours = 2 => Customer's ticket zoom view shows Total Estimated Hours = 5 ...

Is this possible [without messing with OTRS's core source files]?

Thanks, /bogdan

P.S: I was thinking about a database trigger but a) seems dangerous as it may leave info in memory on the web server out of synch with that from db and b) there isn't enough info in the db anyway to determine if a row from dynamic_field_value is associated with a ticket or an article.

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