I am using OTRS Version: 3.2.6
I am using OS: CentOS 5.8
I am using Database: MySQL
This is what I've tried: explained below
These are the posts I've found that are relevant, but don't seem to answer my question: viewtopic.php?f=60&t=10090
I've looked at the Docs.
The logs say: nothing about this
My question is: What is the precedence in execution for Ticket Events if several defined for the same triggering event?
In this particular case I want to alter the value of the following attributes at the following events
attribute event
SLA (TicketCreate|TicketPriorityUpdate)
Service (TicketCreate)
Should I define a separate Ticket Event for each event or rather for each attribute I want to alter?
Precedence is important in the case that no particular Service is defined beforehand and the Ticket Event tries to assign an SLA. It would fail because it would not encounter available SLAs for the ticket.
If the Ticket Event modifying the Service is called first, then everything would work nicely.
I've already setup the second alternative and it seems to work. But, will it always work? Or more importantly, will this approach always work?
Thanks in advance!
Ticket Events Precedence
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Re: Ticket Events Precedence
Answer: Probably ABC order.
Real answer: if they're relevant, test for and apply service, then SLA in the same event module. You can also apply a different attribute change within the same event module for a different event.
If ticketcreate { do this service check thing. Apply a service if not existent. If service {do SLA apply}
} else {
#it's not a ticketcreate
do this other thing
}
Also, it doesn't make sense to link priority and sla.
But you can do it the way you posted. Note that changing the priority and therefore the SLA in the middle of an established SLA for a given ticket is not an optimal thing to do.
Real answer: if they're relevant, test for and apply service, then SLA in the same event module. You can also apply a different attribute change within the same event module for a different event.
If ticketcreate { do this service check thing. Apply a service if not existent. If service {do SLA apply}
} else {
#it's not a ticketcreate
do this other thing
}
Also, it doesn't make sense to link priority and sla.
But you can do it the way you posted. Note that changing the priority and therefore the SLA in the middle of an established SLA for a given ticket is not an optimal thing to do.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Ticket Events Precedence
Thanks crythias
It works
For those who could ask:
The test to run inside the if is:
if ($Param{'Event'} eq 'TicketCreate')
Thanks!
It works

For those who could ask:
The test to run inside the if is:
if ($Param{'Event'} eq 'TicketCreate')
Thanks!