Hi! Am trying to bring some time accounting customizations forth from OTRS HelpDesk 3.3.9 to 4.0.3 and quite surprisingly it does not seem to work in a reliable fashion -- this is the weird part.
The business aim is to send a grand total of all the times accumulated on a ticket to the customer in an automated notification. (We don't mind that there is no approval mechanism on such time values, anything an agent reports will go out automatically, this is OK). There is a factory-default sub in Kernel::System::Ticket.pm called TicketAccountedTimeGet() that calculates this. I am calling it from System::Ticket::Event::NotificationEvent.pm's _SendNotification() sub. I use the new OM referencing exactly as all the rest of the method calls in the file. I have a custom OTRS_TICKET_XXX tag that I replace in here, like all the rest of the default notification tags. However this sub is simply not executing all of the time... I don't get it because the log file always contains the following line: *[Fri Jan 9 09:28:59 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification]* Even if the _SendNotification() is not executing! I filled this sub with debug Log entries (some right at the beginning) and none of them fires when the TimeAccountedTime event is 'missing' so I assume the whole sub is avoided in these situations... I routinely delete the cache after changing the perl files so I assume it is not the caching mechanism. Was there some event related grand change somewhere between 3.3.x and 4.x anybody knows about? Other than this the system works just OK, even the TicketAccountTime notification emails are sent out -- so the ArticleSend event works great -- but these emails obviously lacks the time information in these cases. Other -- much less frequent -- cases it contains them just fine. Any insight, idea would be much appreciated! Thanks a lot folks, Peter
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