I forgot to ask: How do I make sure values of the custom SLA fields are used by a ticket ? For example if I set the time for an engineer to be on the site to within 60 minutes using the SLAPreferences it should set the corresponding value in the dynamic field of the ticket to current time + 60 minutes.
On Wed, Nov 26, 2014 at 5:29 PM, Roald <depja...@gmail.com> wrote: > 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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