How to create notification about Due Date is reached

[yuri0001]

Hi!
I'll create (enabled) Dynamic Field - FreeTime6 (Due Date).
Question - How to create Notification for agent where this date reached or being reached in few days (as EscalationNotifyBefore)?
In Admin Area I can only create notification when it updates, not when reached.
In Generic Agent I can filter tickets on it value, but value - constant, e.g. I have to do it every day manually.
Is there any way to do it automatically - as event notification?

[yuri0001]

Hi!
Can anybody say something?

[jojo]

Thats not possible out of the box

[yuri0001]

And where (what module/s) can I add this event to do my fantasy?

[yacine12]

Hi Guys,
Can I make an internal reporting /statistics for my owner CI ,the same question for my Change ticket?
if no,so i must use an external but how can i extract data from my DB ?to manipulate them in my external report .
Best Regards,
Yacine

[yuri0001]

Hi!
You can try to use Import/Export to export CI's into CSV/XLS. Then you can use Reporting (JasperReports) or BI (such as BIRT)systems.

[yacine12]

Hi,
But how the export Data from CSV to My OTRS,it dosn't work
i'm importing data and changing configitem_id ,but nothing is exporting after
how can I export a lot of CIS to my DB ?
Regards,

[yuri0001]

Hi!
Somehow the topic replace the name. We ought to return everything in place, and to discuss your question in the relevant topic - viewtopic.php?f=53&t=15535 & viewtopic.php?f=53&t=15517
I don't understand your question. Earlier I say about Export - to unload data from OTRS to CSV to create a report about CI's with external reporting system.
In Export/Import you create Template for each Class of CI and then unload data. After that you can combine them as needed for Reporting system (load in another DB or somewhat else.
May be I can't understand from my bad English learned in Soviet school.

[artjoms15]

Hello Yuri!

Here is my story, how I solved similar issue - I used GenericAgent.pm module (in text file mode) which updates some dummy dynamic field (like DynamicField_DueDateReached) and wrote a small function which counts the time difference between the DueDate field and the current time. When it reaches the required time e.g. <=1 hour then the dummy field is updated and on the event field update a notification is sent...

Considering the function it has to return the date in form '2012-01-01 00:00:01'
Needed functions:

Code: Select all

 my ( $s, $m, $h, $D, $M, $Y ) = $Self->{TimeObject}->SystemTime2Date(
        SystemTime => $Self->{TimeObject}->SystemTime(),
    );
my $Date   = "$Y-$M-$D $h:$m:$s";
my $Diff    = $Param{DueDate}-$Date;

And after that set it into the Generic Agent job

Sorry, do not have OTRS server available at the moment to show the real code

[yuri0001]

Hi!
It's very good idea, I understand! Greatfully!
But I'm not programmer in Perl & need to some details
When you have the opportunity please write more - where in GenericAgent.pm I must add this code it.
And please. show the real code as you have a time and opportunity.

[tpsupport]

Hi!

I would like to bring this question up again. Does anyone know what I have to do in order to get the agent notified let's say one day before the "due date" is reached? The "due date" is defined in a Ticket Dynamic Field (Date / Time).

Thank you!

[root]

Hi,

AFAIK theres nothing out of the box in OTRS. You'll need custom development or a commercial ready to go package.

- Roy

[tpsupport]

For everyone still seeking for an answer, maybe this helps: viewtopic.php?f=53&t=39881