Re: [otrs] How to add a new field to Agent's profile?

Daniel Santos Mon, 01 Jul 2013 12:26:27 -0700

Thanks Gerald,

I mistakenlyassumed the User information came inside Ticket information.Now I got it working as stated below:


my %Ticket = $Self->{TicketObject}->TicketGet(
    TicketID => $Param{Data}->{TicketID},
);

my %UserPrefs = $Self->{UserObject}->GetPreferences(
    UserID => $Ticket{OwnerID},
);

my %UserData = $Self->{UserObject}->GetUserData(
    UserID => $Ticket{OwnerID},
);

And then $UserPrefs{AgentXMPPJID} give me the Ticket Owner JIDpreviously configured.


Regards,

Daniel Santos
daniel.san...@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600

On 07/01/13 15:05, Gerald Young wrote:

Daniel, without understanding your code, note that Agent profile datais not in a Ticket, but as a UserObject->GetPreferences (seedev.otrs.org <http://dev.otrs.org>, Kernel::System::User)

Basic concept: Get ticket's info, from that obtain UserID, from that,get the Preferences Hash from GetPreferences, from that, obtain theXMPPJID,

On Mon, Jul 1, 2013 at 10:11 AM, Daniel Santos<daniel.san...@etice.ce.gov.br <mailto:daniel.san...@etice.ce.gov.br>>wrote:


    Hi Gerald,

    I successfully created the field (XMPPJID) on our agent
    preferences screen based on your link. But now I'm stuck trying to
    retrieve this value in a Ticket Event module. I've already tried
    $Param{XMPPJID}, $Param{Data}->{XMPPJID}, but it doesn't work.


    Daniel Santos
    daniel.san...@etice.ce.gov.br  <mailto:daniel.san...@etice.ce.gov.br>
    ETICE - Empresa de Tecnologia da Informação do Ceará
    www.etice.ce.gov.br  <http://www.etice.ce.gov.br>
    +55 85 3101.6600

    On 06/26/13 11:26, Gerald Young wrote:

    http://forums.otterhub.org/viewtopic.php?f=60&t=19936


    On Wed, Jun 26, 2013 at 10:13 AM, Daniel Santos
    <daniel.san...@etice.ce.gov.br
    <mailto:daniel.san...@etice.ce.gov.br>> wrote:

        Hi there.

        What's the correct way to add a new field (JabberUID) in the
        Agent's profile so we can configure our Agents to receive
        notifications on email and Jabber?

        I'm thinking on setting up a Ticket Event to make it send
        these Jabber notifications when a Ticket reaches its
        EscalationTime.

        Is there any way to create a new ArticleType (I.E:
        xmpp-notification) so I can create an Notification Event and
        use it to notify my Agents via Jabber instead of creating a
        Ticket Event?

        Thanks in advance!

--Daniel Santos

        daniel.san...@etice.ce.gov.br
        <mailto:daniel.san...@etice.ce.gov.br>
        ETICE - Empresa de Tecnologia da Informação do Ceará
        www.etice.ce.gov.br <http://www.etice.ce.gov.br>
        +55 85 3101.6600

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Re: [otrs] How to add a new field to Agent's profile?

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