Thanks Renee. Just did it!
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 07/15/13 14:57, Renee B wrote:
On 15.07.2013 19:51, Daniel Santos wrote:
Hi folks...
Finally I got my Jabber Notification module
On 15.07.2013 19:51, Daniel Santos wrote:
> Hi folks...
>
> Finally I got my Jabber Notification module working as expected, and
> IMHO in a more interesting and correct way. Please find attached the
> .opm file.
>
> Is there any way to publish this package in otrs main repo?
Not that I'm aware of
Nice Gerald!!
Now the Event flow got clear in my mind. I'll try to implement it and as
soon I have it well tested I'll try to post it.
Thanks again.
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 07/09/
heh. If you want "Best Practices" of OTRS development, I might not be the
best source. I come from a JFDI background. :) :)
Assuming that GenericAgent.pm is calling
Kernel/System/GenericAgent/NotifyAgentGroupOfCustomQueue.pm
It's calling TicketObject->SendAgentNotification and that's about it.
Hmm... got it!!!
For me, it's important to be in compliance with the 'best practices' of
OTRS development...
As I do not change anything in the ticket, like you said, its better to
have a Ticket Event triggered when the GenericAgent sends the Escalation
notification. I've tried it before, but
If the generic agent was able to change something (dynamic field, state,
queue) that created an event, I'd use an event.
If not, I'd add the check at the same time as the other GenericAgent that
does that.
"Which is the best?" In my opinion, in theory, the thing that doesn't run
code unnecessarily
Gerald,
I used the same approach that GenericAgent uses to send escalated
notifications, which is a cron scheduled job that runs
bin/otrs.GenericAgent.pl and send escalation notifications as necessary.
The only difference on my module is that, instead of sending to e-mail,
we are sending to j
You could, but I don't understand why you want to use a scheduled job to do
a notification when a ticket is escalated. It would appear to me you'd want
that as an event upon occurrence, not a scheduled test if criteria has been
met.
If you wish to do what you propose, how you've asked is the corre
Hi,
I've managed to get my module working... it was a typo in my Needed
Modules. Sorry about that.
Now I'm wondering how can I add a new Generic Agent job in
Kernel/Config/GenericAgentJabberNotification.pm and active it without
touching Kernel/Config/GenericAgent.pm.
Do I need to setup a n
Hi,
I'm setting up a Generic Agent to make some customization in my OTRS
installation to send other notifications when a ticket is escalated. But
when I try to use a Get from ConfigObject I'm always getting a:
"Message: Can't call method "Get" on an undefined value". ConfigObject
is already i
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