Hi, I looked into event modules recently but didn't connect the dots in that they could be used with this problem.
I haven't written a line of Perl code so far but did look into a lot of OTRS source files over the last couple of weeks and - wisely :) - concluded Perl is nothing like the C# poetry I'm used with. I'll have to learn some Perl 1st and then get back to this issue but thanks for pointing me in the right direction. The reason why I stated "without messing with OTRS's code" is because I've seen many solving various of their own immediate problems by changing code shipped with OTRS. That's something that I want to avoid like the plague for the time being. Thanks, Bogdan On Thu, Oct 4, 2012 at 9:15 PM, Michiel Beijen <[email protected]>wrote: > 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 >> > > > --------------------------------------------------------------------- > 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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