I'm not sure that's answerable via the forum. It's a bit more complicated/requires development. On Wed, Jun 26, 2013 at 11:30 AM, Daniel Santos < daniel.santos@etice.ce.gov.br> wrote:

Nice Gerald,

That tip made the trick... Now about the other question, do you have any clue of how I can do it?

"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?"

Regards,

Daniel Santosdaniel.santos@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Cearáwww.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 < 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 ETICE - Empresa de Tecnologia da Informação do Ceará 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

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 ETICE - Empresa de Tecnologia da Informação do Ceará 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

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

Hi Santiago, I'm working on it and as soon as I get it working stable I'll try to build a package and then make it public. 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 21:32, Santiago Nunez wrote:

Hi Daniel,

I'd like to implement the same feature your have been working on. Would you mind sharing with me the files, configurations and modifications you made to implement it?

Thanks in advance,

Santiago

Daniel Santos writes:

--------------------------------------------------------------------- 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