[dev] 4.0.3 -- TicketAccountTime event not firing reliably
Hi! Am trying to bring some time accounting customizations forth from OTRS HelpDesk 3.3.9 to 4.0.3 and quite surprisingly it does not seem to work in a reliable fashion -- this is the weird part. The business aim is to send a grand total of all the times accumulated on a ticket to the customer in an automated notification. (We don't mind that there is no approval mechanism on such time values, anything an agent reports will go out automatically, this is OK). There is a factory-default sub in Kernel::System::Ticket.pm called TicketAccountedTimeGet() that calculates this. I am calling it from System::Ticket::Event::NotificationEvent.pm's _SendNotification() sub. I use the new OM referencing exactly as all the rest of the method calls in the file. I have a custom OTRS_TICKET_XXX tag that I replace in here, like all the rest of the default notification tags. However this sub is simply not executing all of the time... I don't get it because the log file always contains the following line: *[Fri Jan 9 09:28:59 2015][Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification]* Even if the _SendNotification() is not executing! I filled this sub with debug Log entries (some right at the beginning) and none of them fires when the TimeAccountedTime event is 'missing' so I assume the whole sub is avoided in these situations... I routinely delete the cache after changing the perl files so I assume it is not the caching mechanism. Was there some event related grand change somewhere between 3.3.x and 4.x anybody knows about? Other than this the system works just OK, even the TicketAccountTime notification emails are sent out -- so the ArticleSend event works great -- but these emails obviously lacks the time information in these cases. Other -- much less frequent -- cases it contains them just fine. Any insight, idea would be much appreciated! Thanks a lot folks, Peter ___ 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
Re: [dev] Antw: Re: manual file change result in package error
Apologies, I meant Templates and not Skins, but other than that, it should work under Output\HTML\CustomTemplate folder. Peter On Thu, Jul 3, 2014 at 3:01 PM, Peter Krall wrote: > Hi Renée, > > are you sure custom Skins (Output\HTML) should go under Custom? It never > actually worked for me this way either, and sounds as if it would go head > to head against what the dev doc says about Skins: > http://otrs.github.io/doc/manual/developer/3.3/en/html/skins.html > > I have a modified custom Skin under Kernel\Output\HTML\ name> and it works very nicely. It did not work when putting the custom > DTLs under Custom\Kernel\Output\HTML\Standard. > > Of course I had to create the required XML config entries before the Skin > was usable (as explained in the above doc). > > Cheers, > Peter > > > On Wed, Jul 2, 2014 at 5:28 PM, Renee B > wrote: > >> Hi Jo, >> >> >> On 02.07.2014 17:12, Josef1 Penzkofer wrote: >> > Hi Renée, >> > >> > and this works properly? >> >> yes. This should even work in OTRS 3.2.x (maybe not for templates, I >> can't remember when that was fixed). >> >> > Yesterday I wrote an E-Mail to "otrs...@otrs.org" because I made >> changes in >> > file "CustomerTicketMessage.pm". >> > >> > Therefore I copied the file in directory "/Custom/Kernel/Modules". >> > >> > The changes does not work. >> >> Did you restart the Apache? Did you check if the "original" file was >> loaded? Did you add some debug statements? >> >> > The changes works, after I made the changes into file >> > "CustomerTicketMessage.pm"; directory: /Kernel/Modules. >> > >> > Strange: I copied some other files into directory "/Custom/Kernel/... >> and made >> > changes. This changes works. >> > >> > So, whats going wrong? >> >> I'll have a look at the source code tomorrow. Maybe there is a >> difference how Customer related modules are loaded compared to the >> modules related to the Agent interface. >> >> > Thanks in advance. >> > >> > Jo >> >> - Renée >> >> -- >> Perl / OTRS development: http://perl-services.de >> OTRS AddOn repository: http://opar.perl-services.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
Re: [dev] Antw: Re: manual file change result in package error
Hi Renée, are you sure custom Skins (Output\HTML) should go under Custom? It never actually worked for me this way either, and sounds as if it would go head to head against what the dev doc says about Skins: http://otrs.github.io/doc/manual/developer/3.3/en/html/skins.html I have a modified custom Skin under Kernel\Output\HTML\ and it works very nicely. It did not work when putting the custom DTLs under Custom\Kernel\Output\HTML\Standard. Of course I had to create the required XML config entries before the Skin was usable (as explained in the above doc). Cheers, Peter On Wed, Jul 2, 2014 at 5:28 PM, Renee B wrote: > Hi Jo, > > > On 02.07.2014 17:12, Josef1 Penzkofer wrote: > > Hi Renée, > > > > and this works properly? > > yes. This should even work in OTRS 3.2.x (maybe not for templates, I > can't remember when that was fixed). > > > Yesterday I wrote an E-Mail to "otrs...@otrs.org" because I made > changes in > > file "CustomerTicketMessage.pm". > > > > Therefore I copied the file in directory "/Custom/Kernel/Modules". > > > > The changes does not work. > > Did you restart the Apache? Did you check if the "original" file was > loaded? Did you add some debug statements? > > > The changes works, after I made the changes into file > > "CustomerTicketMessage.pm"; directory: /Kernel/Modules. > > > > Strange: I copied some other files into directory "/Custom/Kernel/... > and made > > changes. This changes works. > > > > So, whats going wrong? > > I'll have a look at the source code tomorrow. Maybe there is a > difference how Customer related modules are loaded compared to the > modules related to the Agent interface. > > > Thanks in advance. > > > > Jo > > - Renée > > -- > Perl / OTRS development: http://perl-services.de > OTRS AddOn repository: http://opar.perl-services.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
