Custom Ticket Module

[lodolivas]

We're looking to implement OTRS/ITSM at my company as a centralized ticketing and service management solution. Our finance department has asked us to take them along for the ride as they require the structure and ease of use OTRS provides. Finance has no need for any of the IT benefits OTRS/ITSM provides but we want everyone on the same boat so.....

I'm trying to create a custom ticket module based completely on the AgentTicketEmail module. Basically what I've done is copy the AgentTIcketEmail.pm to AgentTicketFinance.pm and changed all values within to reflect the new module name and did the same to AgentTicketEmail.dtl.

I have the sysconfig entries which, at first, was a problem because I was getting the "module isn't registered" message when trying to call this custom module but now am receiving a 500 error with the following in the logs. I can configure the module in sysconfig just fine after adding mirrored entries of AgentTicketEmail as AgentTicketFinance to the TIcket.xml file. Just getting this 500 now.

Log Error -> [error] Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket.pm line 3932.\n

My question is, has anyone ever tried creating something other than Email and Phone tickets? How is this done? I've seen some doing things slightly similar but nothing quite as focused as this.

I've achieved most of my goal using ACL's, however, I feel a more comprehensive approach to a customized ticket structure for a different internal department would be much more cohesive on both ends. Additionally, ACL's do not seem to provide the granular type of control we require when structuring this new ticket type as AgentTicketEmail is shared with IT. We'd like finance to have their own entirely.

Suggestions?

[lodolivas]

Perhaps the cache refreshed because now it is working as intended. If anyone has questions on this procedure, I'd be willing to provide some insight.

[luppolo]

Hi lodolivas,
I found the same problem of your while adding my own module to OTRS 3.2.6, implemented by starting from AgentPhoneTicket.
I can build and install it and in the interface a new tab is shown, but I get a 500 error when clicking on it.
The APACHE log file contains the following:
[error] Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket.pm line 3890.\n

I tried to delete OTRS Cache but the problem still remains. Could you give me any hint?
Thank you.