Hi Laurent,
I think you are on the right way.
For time calculations you can use Kernel::System::Time
To get the working hour between time1 and time2 you can use for example:
my $WorkingTime = $TimeObject->WorkingTime(
StartTime => $Created,
StopTime => $TimeObject->SystemTime(),
);
I hope this will help you! :)
Greetings,
-Martin
On Mar 2, 2009, at 12:11 , Laurent Minost wrote:
Hi,
We would like to send notifications to specific people based on the
Ticket creation date.
To explain a bit more our need, I will take an example :
* Our working hours are Monday to Friday 9am-6pm.
* a new ticket is created on Friday 5pm.
1 - if nothing was done on the ticket, we would like to notify one
people 3 *working* hours after the ticket was created, so in this
example it would be on next Monday 11am.
2 - if still no action was done on the ticket 6 *working* hours
after the ticket was created we would like to notify another people,
so in this example it would be on next Monday 14am.
3 - if still no action was done on the ticket 12 *working* hours
after the ticket was created we would like to notify another
different people, so in this example it would be on next Tuesday 11am.
I think such a behaviour could be configured through Generic Agent
but not sure if every parameters could be configured (main problem
for the moment is to take working/non working hours in consideration
like OTRS default escalation is doing it based on Calendars).
This is a different behaviour than the original OTRS one with
escalation because OTRS default escalation seems to only notify
ticket owner or default owner if ticket is not yet locked and it
seems to defaultly lock Queue view to avoid agents to do things on
other ticket than the one concerned but it does not seem to fulfill
our needs.
Anyone who have informations, advises, answers on this problem is
welcome :)
Thanks by advance,
Laurent MINOST
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