Hi Bogdan, You can implement this by writing an event module that does the calculation whenever an article dynamic field is updated and stores the result in a ticket level dynamic field. There is no way to get around writing some code here. You do not have to mess with OTRS's own source code; but you will have to create this separate module and register it in the configuration. For a seasoned developer, it would be very straight-forward. -- Mike
On Thu, Oct 4, 2012 at 5:31 PM, Bogdan Iosif <[email protected]> wrote: > Hi, > > Please help with determining if OTRS supports a ticket-level [dynamic?] > field calculated as a sum of all values of an article-level dynamic field. > > Example: > > Assume a ticket-level dynamic field named "Total Estimated Hours" and an > article-level dynamic field named "Article Estimated Hours". Both are shown > in read-only mode in customer interface's ticket zoom view. > > Desired behavior: > T1. Customer creates the ticket => Customer's ticket zoom view shows Total > Estimated Hours = 0 > T2. An agent adds an article with Article Estimated Hours = 3 => > Customer's ticket zoom view shows Total Estimated Hours = 3 > T3. Customer follows up on the ticket > T4. An agent adds an article with Article Estimated Hours = 2 => > Customer's ticket zoom view shows Total Estimated Hours = 5 > ... > > Is this possible [without messing with OTRS's core source files]? > > Thanks, > /bogdan > > P.S: I was thinking about a database trigger but a) seems dangerous as it > may leave info in memory on the web server out of synch with that from db > and b) there isn't enough info in the db anyway to determine if a row from > dynamic_field_value is associated with a ticket or an article. > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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