OTRS Development

[vijay]

I am newbie in OTRS Domain. I just want to know which is the best language for the Development Of Custom Modules in OTRS?

[reneeb]

OTRS is written in

Perl for the backend
HTML and JavaScript for the frontend

[vijay]

Thanks a lot for your valuable feedback.If I want to create New Report in OTRS,What is the procedure?

[reneeb]

You mean a new stat? First, you should check if an existing module can be used to create the new stat. If not such a module exists, check if one is similar to what you need. Then copy it and edit it to meet your needs.

You should know that there are two types of stats:

* dynamic
* static

DynamicStats are (mostly) used to generate stats where each cell of a table is calculated with the same rule. StaticStats can generate stats where each cell can have its own rules.

What you need for a new stat module:

* DynamicStats need to be configured: https://github.com/OTRS/otrs/blob/rel-3 ... .xml#L8846
* A Perl module located at Kernel/System/Stats/(Dynamic|Static)/

Example for a dynamic module:

https://github.com/OTRS/otrs/blob/rel-3 ... /Ticket.pm

Those modules need those methods:

* new - Object creation
* GetObjectName - Name displayed in the Stats frontend (DropDown when creating/editing a stat)
* GetObjectBehaviours - Define if the stat module can be used to generate a dashboard stat
* GetObjectAttributes - Define the attributes that can be used to generate the stat. For each attribute you can define if it can be used for x-axis and/or y-axis
* GetStatElement - Defines the rule that is used to calc the value for each cell of the table
* ExportWrapper - map ids to values when a stat is exported into xml file
* ImportWrapper - map values back to ids when a stat is imported



Example for static module

https://github.com/OTRS/otrs/blob/rel-3 ... eAction.pm

Those modules need those methods:

* new - Object creation
* GetObjectName - Name displayed in the Stats frontend (DropDown when creating/editing a stat)
* Param - define some parameters for the stat
* Run - create the table


But first of all, you should define what you want

[vijay]

I want to generate the following Report....

Engineerwise/ Parent Queuewise/ Child Queue Report defining the SLA achieved

It Basically shows Engineer name along with Total Closed Tickets and Total SLA Achieved and finally Percentage as (Total SLA Achieved/Total Closed Tickets).

[reneeb]

So you have a table with *four* columns in each row. The cells in the row have different calculation rules. So you need a static stat module. Then go ahead, try to implement it and when you experience any problem, then come back and ask

[vijay]

Thanks a lot for your valuable feedback.I will surely try your suggestion and implement it.And If I face any issues,I will get back to you......