[otrs] GenericAgent module

[Daniel Santos]

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 in the Needed objects 'qw', but still doesn't work.

How can I get my module configuration parameters from Config when using
a Generic Agent?

Thanks.

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

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[Daniel Santos]

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 new cron entry passing -c
"Kernel::Config::GenericAgentJabberNotification" ??

Thanks.

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

On 07/09/13 09:24, Daniel Santos wrote:
> 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 in the Needed objects 'qw', but still doesn't work.
>
> How can I get my module configuration parameters from Config when
> using a Generic Agent?
>
> Thanks.
>

[Gerald Young]

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 correct way to accomplish the goal.

[Daniel Santos]

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 jabber (xmpp).

In your opinion, which is the best? GenericAgent or Ticket Event? In the meantime, which Event should I listen to if using Ticket Event?

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

[Gerald Young]

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. In practice, the thing that works for your situation.

[Daniel Santos]

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 I don't know which Event should I verify for a escalation notification sent by the Generic Agent... would it be something like this?

...
if ( $Ticket{Event} eq "EscalationResponseTimeNotifyBefore" ) { ... }
if ( $Ticket{Event} eq "EscalationUpdateTimeNotifyBefore" ) { ... }
if ( $Ticket{Event} eq "EscalationSolutionTimeNotifyBefore" ) { ... }

?

Regards,

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

[Gerald Young]

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. 

This is in Kernel/System/Ticket/Article.pm which ends in ArticleAgentNotification event. 

"But this happens all the time!" yeah, pretty much. 

"How to test escalation response?" 

it's not the event that's EscalationxxxTimexxx. That latter is actually a Parameter attached to the result from TicketGet against the ticket object. Basicaly, upon ArticleAgentNotification Event, you'd check the TicketGet result's 

        EscalationResponseTime           (unix time stamp of response time escalation)

        EscalationUpdateTime             (unix time stamp of update time escalation)

        EscalationSolutionTime           (unix time stamp of solution time escalation)

versus "now" and determine if now is > than escalation and check that other NotifyAgentGroupOfCustomQueue.pm for methods to check if it's sent but if you're already there, you might just copy that and modify the method of send to be jabber, then use it instead.

"What would you do?"

That last. The code to send the message only once is already made. It's all about SendAgentNotification that's the meat of the difference between whether to send by email or send by Jabber anyway....

"So, now what?"

Well, if I really wanted to, I'd determine if I'd plug ArticleAgentNotification Event directly to jabber anyway. What I mean is, the event of ArticleAgentNotification may trigger the send via Jabber event all the time. And why not? I think that's the point of your jabber interface anyway.

[Daniel Santos]

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

[Daniel Santos]

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?

Please, feel free to give me any feedback.

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

[Renee B]

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. But you could publish it on OPAR
(http://opar.perl-services.de). Just register
(http://opar.perl-services.de/bin/index.cgi/registration) and upload it.
After you've uploaded the OPM it can take up to five minutes until it
shows up in the search results.

If you experience any problems, please drop me a line at
op...@perl-services.de


--
Perl / OTRS development: http://perl-services.de
OTRS AddOn repository: http://opar.perl-services.de

[Daniel Santos]

Thanks Renee. Just did it!

Daniel Santos
daniel...@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 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. But you could publish it on OPAR
> (http://opar.perl-services.de). Just register
> (http://opar.perl-services.de/bin/index.cgi/registration) and upload it.
> After you've uploaded the OPM it can take up to five minutes until it
> shows up in the search results.
>
> If you experience any problems, please drop me a line at
> op...@perl-services.de
>
>