Hi Hugh, in fact, Ticket.pm will load all custom modules and add them to its own @ISA array. So you just have to define any additional functions or override existing functions, and then they will be available from the regular TicketObject in OTRS. Article.pm is an example for another ticket backend. Regards, mg Am 30.05.12 14:01, schrieb Hugh Kelley:

I'm planning to customize our ticket escalation criteria a bit. This sysconfig setting looks like exactly what I want.

Ticket::CustomModule###001-CustomModule

I'm not very fluent in Perl's style of inheritance but I have noticed that OTRS code uses the @ISA array. Therefore, I assume I only need to implement the functions I need in my module and add the base Ticket.pm to my @ISA array (so that all others will be found in the base Ticket.pm). Is this the most manageable way?

I searched online for an example but didn't see one via Google or the lists.

Hugh

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