relevant debug messages from otrs.log:
[Wed Dec 24 15:11:42
2014][Debug][Kernel::System::Ticket::Event::Escalation::Run][225]
@@Escalation.pm DynamicField $VAR1 = \{};
[Wed Dec 24 15:11:42
2014][Debug][Kernel::System::Ticket::Event::Escalation::Run][230]
@@Escalation.pm DynamicFieldConfig $VAR1 = \undef;
[Wed Dec 24 15:11:42
2014][Error][Kernel::System::DynamicField::Backend::ValueSet][447] Need
DynamicFieldConfig!
[Wed Dec 24 15:11:42
2014][Error][Kernel::System::Ticket::Event::Escalation::Run][246] Can not
set value for dynamic field!
apache2 errorlog :
root@otrs:/var/log/apache2# tail -f -n0 error.log
[Wed Dec 24 15:11:38 2014] Escalation.pm: Subroutine new redefined at
/opt/otrs//Kernel/System/Ticket/Event/Escalation.pm line 21.
[Wed Dec 24 15:11:38 2014] Escalation.pm: Subroutine Run redefined at
/opt/otrs//Kernel/System/Ticket/Event/Escalation.pm line 79.
[Wed Dec 24 15:11:42 2014] -e: Odd number of elements in anonymous hash at
/opt/otrs//Kernel/System/Ticket/Event/Escalation.pm line 235.
ERROR: OTRS-CGI-66 Perl: 5.18.2 OS: linux Time: Wed Dec 24 15:11:42 2014
Message: Need DynamicFieldConfig!
RemoteAddress: 192.168.2.1
RequestURI: /otrs/index.pl
Traceback (3448):
Module: Kernel::System::DynamicField::Backend::ValueSet (OTRS 3.3.x git)
Line: 447
Module: Kernel::System::Ticket::Event::Escalation::Run (OTRS 3.3.x git)
Line: 235
Module: Kernel::System::EventHandler::EventHandler (OTRS 3.3.x git)
Line: 255
Module: Kernel::System::Ticket::TicketSLASet (OTRS 3.3.x git) Line: 3008
Module: Kernel::Modules::AgentTicketActionCommon::Run (OTRS 3.3.x git)
Line: 598
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.x git) Line:
910
Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(unknown version) Line: 41
Module: (eval) (v1.99) Line: 206
Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
Module: ModPerl::Registry::handler (v1.99) Line: 31
[Wed Dec 24 15:11:42 2014] -e: Use of uninitialized value in concatenation
(.) or string at /opt/otrs//Kernel/System/Ticket/Event/Escalation.pm line
247.
ERROR: OTRS-CGI-66 Perl: 5.18.2 OS: linux Time: Wed Dec 24 15:11:42 2014
Message: Can not set value for dynamic field!
RemoteAddress: 192.168.2.1
RequestURI: /otrs/index.pl
Traceback (3448):
Module: Kernel::System::Ticket::Event::Escalation::Run (OTRS 3.3.x git)
Line: 246
Module: Kernel::System::EventHandler::EventHandler (OTRS 3.3.x git)
Line: 255
Module: Kernel::System::Ticket::TicketSLASet (OTRS 3.3.x git) Line: 3008
Module: Kernel::Modules::AgentTicketActionCommon::Run (OTRS 3.3.x git)
Line: 598
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.x git) Line:
910
Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(unknown version) Line: 41
Module: (eval) (v1.99) Line: 206
Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
Module: ModPerl::Registry::handler (v1.99) Line: 31
On Wed, Dec 24, 2014 at 3:00 PM, Roald <[email protected]> wrote:
> 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 <[email protected]>
> 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, <[email protected]
>> > <mailto:[email protected]>> wrote:
>> >
>> > Send dev mailing list submissions to
>> > [email protected] <mailto:[email protected]>
>> >
>> > 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
>> > [email protected] <mailto:[email protected]>
>> >
>> > You can reach the person managing the list at
>> > [email protected] <mailto:[email protected]>
>> >
>> > 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 <[email protected]
>> > <mailto:[email protected]>>
>> > Subject: Re: [dev] developing custom SLA/Service escalations and
>> > notifications
>> > To: Development community of OTRS <[email protected] <mailto:
>> [email protected]>>
>> > Message-ID: <[email protected]
>> > <mailto:[email protected]>>
>> > 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 <[email protected]
>> > <mailto:[email protected]>>
>> > Subject: [dev] OTRS 5 development
>> > To: Development community of OTRS <[email protected] <mailto:
>> [email protected]>>
>> > Message-ID: <[email protected]
>> > <mailto:[email protected]>>
>> > 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
>> > [email protected] <mailto:[email protected]>
>> > 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
>>
>
>
_______________________________________________
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
