In the netherlands Martijn is a common name but your name is Martin :)
On Fri, Dec 12, 2014 at 4:43 PM, Roald <depja...@gmail.com> wrote: > > 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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