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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