Hi Nigel,
in OTRS 1.3 (current cvs) you can write a .pm with your own/changed
Kernel::System::Ticket functions.
Just put your functions in to e. g. Kernel/System/Ticket/Custom.pm
and in Kernel/Config.pm:
# TicketCustomModule
# (custom functions to redefine Kernel::System::Ticket functions)
$Self->{TicketCustomModule} = 'Kernel::System::Ticket::Custom';
This way you will overwrite the Kernel::System::Ticket with
the functions from your Kernel/System/Ticket/Custom.pm.
PS: We also added the OwnerID to the ticket_history table.
Thanks for your idea! .-)
Martin Edenhofer
--
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On Fri, Aug 06, 2004 at 05:10:52PM +0100, Nigel Clarke wrote:
> Not sure of the best way to present my changes. If there is a better way
> to code this or present it please let me know.
>
> We monitor our staffs activity by counting the number of closures they
> do.
> Reporting who closed a ticket can be a problem with the current
> ticket_history structure when using "pending close" as the admin is
> identified as the change_by.
>
> I have added a current_owner field (int) to ticket_history table.
>
> Code changes to History.pm as follows:
>
> # -- Modification:
> sub OwnerLookup {
> my $Self = shift;
> my %Param = @_;
>
> if (!$Param{TicketID}) {
> $Self->{LogObject}->Log(Priority => 'error', Message =>
> "OwnerLookup:Need TicketID!");
> return;
> }
> # check if we ask the same request?
> if (exists
> $Self->{"Ticket::History::OwnerLookup::$Param{TicketID}"}) {
> return
> $Self->{"Ticket::History::OwnerLookup::$Param{TicketID}"};
> }
> my $SQL = "SELECT user_id FROM ticket WHERE id =
> '$Param{TicketID}'";
> $Self->{DBObject}->Prepare(SQL => $SQL);
> while (my @Row = $Self->{DBObject}->FetchrowArray()) {
> # store result
>
> $Self->{"Ticket::History::OwnerLookup::$Param{TicketID}"} = $Row[0];
>
> }
> # check if data exists
> if (!exists
> $Self->{"Ticket::History::OwnerLookup::$Param{TicketID}"}) {
> $Self->{LogObject}->Log(Priority => 'error', Message => "No
> OwnerLookup for $Param{TicketID} found!");
> return;
> }
> else {
> return
> $Self->{"Ticket::History::OwnerLookup::$Param{TicketID}"};
> }
> }
> # --
>
> sub AddHistoryRow {
> ..
> ..
> if ((!$Param{OwnerID}) && ($Param{TicketID})) {
> $Param{OwnerID} = $Self->OwnerLookup(TicketID =>
> $Param{TicketID});
> }
> ..
> ..
> # db insert
> my $SQL = "INSERT INTO ticket_history " .
> " (name, history_type_id, ticket_id, article_id, valid_id, " .
> " create_time, create_by, change_time, change_by,current_owner) " .
> "VALUES " .
> "('$Param{Name}', $Param{HistoryTypeID}, $Param{TicketID}, ".
> " $Param{ArticleID}, $Param{ValidID}, " .
> " current_timestamp, $Param{CreateUserID}, current_timestamp,
> $Param{CreateUserID}, $Param{OwnerID})";
> ..
> ..
> }
>
> Regards,
> Nigel
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