Support hours contract

[mdiamond]

Greetings to the community..
I have two clients with contract of support hours, how can i do that to create the ticket and it show the hours available for support?
Example:
ACME Customer has 60 hours/month
open ticket and in that ticket the effective working hours were 10 (not the time between creation and close)
where I can enter the number of hours employed and that the remainder of the total hours?
And that when you open a new ticket show the balance of hours?

I hope you can help, I am new and can't find in the forums what i need, the OTRS we have is Appliance version 3.3.9

Very grateful

Mike Diamond

[reneeb]

http://opar.perl-services.de/dist/SupportQuota-1.0.1 might be interesting for you

[mdiamond]

Great, I will upgrade the OTRS.. and install the package

Very kind

Regards

Mike

[reneeb]

There is also version for OTRS 3.3: http://opar.perl-services.de/dist/SupportQuota-0.0.6

[mdiamond]

Thanks, we already upgrading to 4.x

Question: I need to modify the Kernel/Config.pm how can I do that? the former admin isn't in my company... sorry for the poor level of mi skills

Thanks in advance

Mike

[reneeb]

just open the file <OTRS_HOME>/Kernel/Config.pm in your favourite editor. <OTRS_HOME> is on most linux systems /opt/otrs...

[crythias]

Unless you know vi editor, use nano

[mdiamond]

My Config.pm is:


# --
# Kernel/Config.pm - Config file for OTRS kernel
# Copyright (C) 2001-2013 xxx, http://otrs.org/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
# Note:
#
# -->> Most OTRS configuration should be done via the OTRS web interface
# and the SysConfig. Only for some configuration, such as database
# credentials and customer data source changes, you should edit this
# file. For changes do customer data sources you can copy the definitions
# from Kernel/Config/Defaults.pm and paste them in this file.
# Config.pm will not be overwritten when updating OTRS.
# --

package Kernel::Config;

use strict;
use warnings;
use utf8;

sub Load {
my $Self = shift;

# ---------------------------------------------------- #
# database settings #
# ---------------------------------------------------- #

# The database host
$Self->{DatabaseHost} = '127.0.0.1';

# The database name
$Self->{Database} = 'otrs';

# The database user
$Self->{DatabaseUser} = 'otrs';

# The password of database user. You also can use bin/otrs.CryptPassword.pl
# for crypted passwords
$Self->{DatabasePw} = ',4C74wjI5d6,mjM';
$Self->{SecureMode}=1;
$Self->{"Package::Timeout"}=120;
$Self->{'SystemID'}=29;
$Self->{'SessionName'}='OTRSAgentInterface';
### MARKER ###






# The database DSN for MySQL ==> more: "perldoc DBD::mysql"
$Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};";

# The database DSN for PostgreSQL ==> more: "perldoc DBD::Pg"
# if you want to use a local socket connection
# $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};";
# if you want to use a TCP/IP connection
# $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};";
# if you have PostgresSQL 8.1 or earlier, activate the legacy driver with this line:
# $Self->{DatabasePostgresqlBefore82} = 1;

# The database DSN for Microsoft SQL Server - only supported if OTRS is
# installed on Windows as well
# $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQL Server};Database=$Self->{Database};Server=$Self->{DatabaseHost},1433";

# The database DSN for Oracle ==> more: "perldoc DBD::oracle"
# $ENV{ORACLE_HOME} = '/u01/app/oracle/product/10.2.0/client_1';
# $ENV{NLS_DATE_FORMAT} = 'YYYY-MM-DD HH24:MI:SS';
# $ENV{NLS_LANG} = "american_america.utf8";

# $Self->{DatabaseDSN} = "DBI:Oracle:sid=OTRS;host=$Self->{DatabaseHost};port=1522;";

# ---------------------------------------------------- #
# fs root directory
# ---------------------------------------------------- #
$Self->{Home} = '/opt/otrs';

# ---------------------------------------------------- #
# insert your own config settings "here" #
# config settings taken from Kernel/Config/Defaults.pm #
# ---------------------------------------------------- #
# $Self->{SessionUseCookie} = 0;
# $Self->{CheckMXRecord} = 0;

# ---------------------------------------------------- #

# ---------------------------------------------------- #
# data inserted by installer #
# ---------------------------------------------------- #
# $DIBI$

# ---------------------------------------------------- #
# ---------------------------------------------------- #
# #
# end of your own config options!!! #
# #
# ---------------------------------------------------- #
# ---------------------------------------------------- #
}

# ---------------------------------------------------- #
# needed system stuff (don't edit this) #
# ---------------------------------------------------- #

use base qw(Kernel::Config::Defaults);

# -----------------------------------------------------#

1;



Where I put the script?


thanks

[reneeb]

After

Code: Select all

# $Self->{CheckMXRecord} = 0;