Dear Martijn, Thank you for your reply.
I'm currently spending some time at this. It seems to me that a custom ticket event handler can't be used. Suppose I have a field "Time To Intervention" and there needs to be a time based escalation. Is it possible to do time based escalations on dynamic fields using a custom ticket event handler ? I have to do some calculations and look at the calendars. That's why I thought using a generic agent to run every few minutes and look at all open tickets should be the way to go. Maybe do it a bit smarter by only looking at open tickets which fullfull some criteria such as not escalating yet. Thanks!, With kind regards, Roald On Fri, Nov 28, 2014 at 1:00 PM, <dev-requ...@otrs.org> wrote: > > Send dev mailing list submissions to > dev@otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/dev > or, via email, send a message with subject or body 'help' to > dev-requ...@otrs.org > > You can reach the person managing the list at > dev-ow...@otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of dev digest..." > > > Today's Topics: > > 1. Re: developing custom SLA/Service escalations and > notifications (Martin Gruner) > 2. OTRS 5 development (Martin Gruner) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 27 Nov 2014 13:24:24 +0100 > From: Martin Gruner <martin.gru...@otrs.com> > Subject: Re: [dev] developing custom SLA/Service escalations and > notifications > To: Development community of OTRS <dev@otrs.org> > Message-ID: <547717f8.7000...@otrs.com> > Content-Type: text/plain; charset=windows-1252 > > Hello Roald, > > Am 26.11.14 um 17:29 schrieb Roald: > > 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 ? > > Sounds pretty straightforward. I think you might not need a GA job, but > could do with a custom ticket event handler like > Kernel::System::Ticket::Event::TicketEscalationIndex instead. > > > * 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. > > I'd recommend to tailor the calendars just as you need. For 24/7 you can > have a calendar that has everything marked, for the other one just > define all non-business hours as business hours. > > Regarding the question from your other mail: with the custom event > handler you can also set a dynamic field. > > Good luck! > > Best regards, mg > > -- > Martin Gruner > Senior Developer R&D > > OTRS AG > Bahnhofplatz 1a > 94315 Straubing > > T: +49 (0)6172 681988 0 > F: +49 (0)9421 56818 18 > I: www.otrs.com/ > > Gesch?ftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, > USt-Nr.: DE256610065 > Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: Andr? > Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel > > Schlanker, schneller und flacher denn je - OTRS 4! Und f?r alle, die > MEHR wollen: Entdecken Sie hier die OTRS Business Solution? mit mehr > Business Features! > > https://www.otrs.com/otrs-business-solution-fuer-besseren-kundenservice/?lang=de > > > ------------------------------ > > Message: 2 > Date: Thu, 27 Nov 2014 15:03:27 +0100 > From: Martin Gruner <martin.gru...@otrs.com> > Subject: [dev] OTRS 5 development > To: Development community of OTRS <dev@otrs.org> > Message-ID: <54772f2f.1020...@otrs.com> > Content-Type: text/plain; charset=utf-8 > > Dear OTRS developers, > > as you might have heard, OTRS 4 is now released and development for OTRS > 5 will start soon. > > Do you plan to make substantial contributions to it? If that is the > case, I want to offer you to plan and coordinate this together, to make > sure right from the planning period that your contributions can find > their way into OTRS 5. > > Please just let me know via reply on this list. > > Thanks and best regards, Martin > > -- > Martin Gruner > Senior Developer R&D > > OTRS AG > Bahnhofplatz 1a > 94315 Straubing > > T: +49 (0)6172 681988 0 > F: +49 (0)9421 56818 18 > I: www.otrs.com/ > > Gesch?ftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, > USt-Nr.: DE256610065 > Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: Andr? > Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel > > Schlanker, schneller und flacher denn je - OTRS 4! Und f?r alle, die > MEHR wollen: Entdecken Sie hier die OTRS Business Solution? mit mehr > Business Features! > > https://www.otrs.com/otrs-business-solution-fuer-besseren-kundenservice/?lang=de > > > ------------------------------ > > _______________________________________________ > dev mailing list > dev@otrs.org > http://lists.otrs.org/cgi-bin/listinfo/dev > > > End of dev Digest, Vol 44, Issue 6 > ********************************** >
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