Hi, I'm new to OTRS development.
Requirements in a nutshell: * set custom fields for SLA's * calculate whether a ticket escalates based on these custom fields (do some custom calculations) * send notifications to agents based on these escalations * there are also other requirements but most can be solved without development Idea on how to approach this: * xml file in /opt/otrs/Kernel/Config/Files which uses SLAPreferences <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="Framework"> <ConfigItem Name="SLAPreferences###010-TTI" Required="0" Valid="1"> <Description Translatable="1">Time To Intervention.</Description> <Group>Ticket</Group> <SubGroup>Frontend::SLA::Preferences</SubGroup> <Setting> <Hash> <Item Key="Module">Kernel::Output::HTML::SLAPreferencesGeneric</Item> <Item Key="Label">label for dynamic field</Item> <Item Key="Desc">description.</Item> <Item Key="Block">Input</Item> <Item Key="PrefKey">dynamicfield</Item> </Hash> </Setting> </ConfigItem> ........ </otrs_config> * write a custom module with a job that should be run by Generic Agent to do the rest. Maybe split it in two modules. Questions: * Is my approach the most straightforward and suitable one ? * How do I calculate using the calendars ? For example hours outside business hours don't count for one specific calendar. While there is also a 24/7 calendar. Thank you very much in advance, With kind kind regards, Roald
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