Event tag for work unit

[pcraponi]

Hi All,

Have some <OTRS_Ticket_XXXX> to get the work unit on close ticket?

I need this field -> http://imageshack.us/photo/my-images/801/workunits.jpg/ to put on a email when TicketStateUpdate event trigger.

How I can do this?



regards,

Paulo Raponi

[Lorenzo_Marschall]

Why can't you find the workunits in the OTRS_Ticket_* variable?

1. workunits are based on articles, they don't rely on the ticket itself
2. workunits are saved in the table time_accounting with relation to table article

A list with OTRS_* variables:

http://faq.otrs.org/otrs/public.pl?Acti ... ItemID=186

Well, this could be a very dirty workaround:

1. trigger event on ticket close
2. execute shell script: export defined stat job
2.1 parse stat export, where you can find aggregated workunits
2.2 generate an email using this data
3. done

The stats module collects these data through a SQL statement, so it is obvious they are not available in a variable directly.

HTH.