How do I determine if SLA Calendar should be used or Queue Calendar should be used with just a ticket info?

[OTRSRDNewbie]

How do I determine if SLA Calendar should be used or Queue Calendar should be used with just a ticket info?

What I mean for Escalation calculation, one could set a SLA escalation or a Queue escalation. But that's automatic for escalation, I'm trying to do a time calculation in a GenericAgent. Given a ticket I think I could only know who the owner and responsible person.

If there are morning shifts, mid shift, graveyard shift. The calendar will be different too. Escalation calculation maybe I can leave to the otrs system. In terms of ITIL standard or usual standards how will I program the GenericAgent to choose between SLA calendar or Queue calendar if say SLA has a calendar assigned, and queueu has a different calendar ... Is there a function I can call to see how the administrator has set sys config to prioritize a calendar?

[reneeb]

SLA has higher precedence than Queue...

[siraction]

SLA has higher precedence than Queue...

And what If I set no calendar to SLA, will it use the Queue one?

[vitorcotta]

Hi, I think I have a solution.
If you use SLA, OTRS will use the SLA calendar. We hope that when the calendar is not set up for SLA, OTRS uses the queue calendar. But this is not happening!

This is because when you use SLA, the calendar precedence is SLA -> System.

If you do not use SLA the calendar precedence is Queue -> System.

See the code on Ticker.pm

Code: Select all

...
    my %Escalation;
    if ( $Self->{ConfigObject}->Get('Ticket::Service') && $Ticket{SLAID} ) {
        %Escalation = $Self->{SLAObject}->SLAGet(
            SLAID  => $Ticket{SLAID},
            UserID => $Param{UserID},
            Cache  => 1,
        );
    }
    else {
        %Escalation = $Self->{QueueObject}->QueueGet(
            ID     => $Ticket{QueueID},
            UserID => $Param{UserID},
            Cache  => 1,
        );
    }
...

So I decide to use the precedence SLA -> Queue -> System, modifing the Ticker.pm.

Code: Select all

...
    my %Escalation;
    my %Escalation_queue;
    if ( $Self->{ConfigObject}->Get('Ticket::Service') && $Ticket{SLAID} ) {
        %Escalation = $Self->{SLAObject}->SLAGet(
            SLAID  => $Ticket{SLAID},
            UserID => $Param{UserID},
            Cache  => 1,
        );
        # Load queue info
        %Escalation_queue = $Self->{QueueObject}->QueueGet(
            ID     => $Ticket{QueueID},
            UserID => $Param{UserID},
            Cache  => 1,
            );
        # IF SLA CALENDAR IS EMPTY, USE QUEUE CALENDAR
        if (!$Escalation{Calendar}){
        $Escalation{Calendar} = $Escalation_queue{Calendar};
        }
    }
    else {
        %Escalation = $Self->{QueueObject}->QueueGet(
            ID     => $Ticket{QueueID},
            UserID => $Param{UserID},
            Cache  => 1,
        );
    }
...

This is work fine for me! Try at your own risk! Always backup first!
PS.: Sorry for my bad English!