Dear Martin, Thank you!
I'm currently trying to save new a new value into a Dynamic Field. To do this I use ValueSet from the BackendObject. ValueSet needs a DynamicFieldConfig. I'm trying to get this from the DynamicFieldGet method. It's not working yet. Any idea why ? This is how I created my BackendObject: $Self->{BackendObject} = Kernel::System::DynamicField::Backend->new( EncodeObject => $Param{TicketObject}->{EncodeObject}, MainObject => $Param{TicketObject}->{MainObject}, DBObject => $Param{TicketObject}->{DBObject}, TimeObject => $Param{TicketObject}->{TimeObject}, %Param, ); This is how I try to update a Dynamic Field (not working) : # get dynamic field config my $DynamicField = $Self->{DynamicFieldObject}->DynamicFieldGet( Name => "DynamicField_somename", ); my $DynamicFieldConfig = $DynamicField->{Config}; $Self->{LogObject}->Log( Priority=>'debug', Message=> 'DynamicField ' . Dumper(\$DynamicField), ); $Self->{LogObject}->Log( Priority=>'debug', Message=> 'DynamicFieldConfig ' . Dumper(\$DynamicFieldConfig), ); my $Success = $Self->{BackendObject}->ValueSet( DynamicFieldConfig => $DynamicFieldConfig, ObjectID => $Param{Data}->{TicketID}, Value => [ { $DestinationSystemTime, }, ], UserID => $Param{UserID}, ); if ( !$Success ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Can not set value to current time for dynamic field$DynamicFieldConfig->{Name}!" ); } # print updated DynamicField_somename $Self->{LogObject}->Log( Priority=>'debug', Message => 'DynamicField_somename ' . Dumper(\$Ticket{DynamicField_somename}), ); On Tue, Dec 16, 2014 at 2:02 PM, Martin Gruner <martin.gru...@otrs.com> wrote: > Hi Roald, > > yes this is possible. OTRS also uses a ticket event handler to caclulate > and store the escalation times for the tickets. This (target) time > calculation only happens when there are changes to the tickets. The > escalation notifications etc. are independent of that. > Of course you can also use a GA job to do this if the delay is ok. > > Regards, mg > > Am 12.12.14 um 16:43 schrieb Roald: > > 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 > > <mailto:dev-requ...@otrs.org>> wrote: > > > > Send dev mailing list submissions to > > dev@otrs.org <mailto: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 <mailto:dev-requ...@otrs.org> > > > > You can reach the person managing the list at > > dev-ow...@otrs.org <mailto: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 > > <mailto:martin.gru...@otrs.com>> > > Subject: Re: [dev] developing custom SLA/Service escalations and > > notifications > > To: Development community of OTRS <dev@otrs.org <mailto:dev@otrs.org > >> > > Message-ID: <547717f8.7000...@otrs.com > > <mailto: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/ <http://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 > > <mailto:martin.gru...@otrs.com>> > > Subject: [dev] OTRS 5 development > > To: Development community of OTRS <dev@otrs.org <mailto:dev@otrs.org > >> > > Message-ID: <54772f2f.1020...@otrs.com > > <mailto: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 <tel:%2B49%20%280%296172%20681988%200> > > F: +49 (0)9421 56818 18 <tel:%2B49%20%280%299421%2056818%2018> > > I: www.otrs.com/ <http://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 <mailto:dev@otrs.org> > > http://lists.otrs.org/cgi-bin/listinfo/dev > > > > > > End of dev Digest, Vol 44, Issue 6 > > ********************************** > > > > > > > > _______________________________________________ > > OTRS mailing list: dev - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/dev > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > > > > -- > 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/ > > Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, > USt-Nr.: DE256610065 > Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André > Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel > > Schlanker, schneller und flacher denn je - OTRS 4! Und für 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 > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev >
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