I get my DynamicFieldObject like this:
for (qw(ConfigObject DynamicFieldObject TicketObject LogObject
UserObject CustomerUserObject TimeObject SLAObject))
{
$Self->{$_} = $Param{$_} || die "Got no $_!";
}
But for some reason I can't seem to retrieve the DynamicField and
corresponding DynamicFieldConfig using DynamicFieldGet.
On Wed, Dec 24, 2014 at 3:16 PM, Roald <[email protected]> wrote:
> 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
>>>
>>
>>
>
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