NAME

Kernel::System::Escalation - escalation lib

VERSION

$Revision: 1.0 $ $Date: 2013/02/04 14:38:57 $ $VERSION = qw($Revision: 1.0 $) [1];

Dependencies

No such extra dependency, general OTRS 3.1.x will do.

DESCRIPTION

This module is a core sysyem module and will be access from interface module of OTRS. The module has direct relation to a new table 'escalation' in the database. The module helps to add escalation by the function ESCLAdd(). The module helps to get escalation related to a ticket by the function ESCLGet(). The related interface module which use this module is AdminESCL.pm User can download the module and keep it under Kernel/System/Escalation.pm or can get the opm file from var/packagesetup/MultilevelEscalation-1.0.1 and get installed as bundel in OTRS.

SYNOPSIS

All escalation functions.

PUBLIC INTERFACE

create an object

    use Kernel::Config;
    use Kernel::System::Encode;
    use Kernel::System::Log;
    use Kernel::System::Main;
    use Kernel::System::DB;
    use Kernel::System::Escalation;

    my $ConfigObject = Kernel::Config->new();
    my $EncodeObject = Kernel::System::Encode->new(
        ConfigObject => $ConfigObject,
    );
    my $LogObject = Kernel::System::Log->new(
        ConfigObject => $ConfigObject,
        EncodeObject => $EncodeObject,
    );
    my $MainObject = Kernel::System::Main->new(
        ConfigObject => $ConfigObject,
        EncodeObject => $EncodeObject,
        LogObject    => $LogObject,
    );
    my $DBObject = Kernel::System::DB->new(
        ConfigObject => $ConfigObject,
        EncodeObject => $EncodeObject,
        LogObject    => $LogObject,
        MainObject   => $MainObject,
    );
    my $ESCLObject = Kernel::System::Esclation->new(
        ConfigObject => $ConfigObject,
        EncodeObject => $EncodeObject,
        LogObject    => $LogObject,
        DBObject     => $DBObject,
        MainObject   => $MainObject,
    );

ESCLGet()

Return a sla as hash

        Return
            $ESCLData{SLAID}{Notify_Type}{Level}{Notify_To};
            $ESCLData{SLAID}{Notify_Type}{Level}{Notify_Perc};
            $ESCLData{SLAID}{Notify_Type}{Level}{Valid_ID};
            


        my %ESCLData = $SLAObject->ESCLGet(
                SLAID  => 123,
                UserID => 1,
            );
        

ESCLAdd()

Add a escalation

    my $SLAID = $SLAObject->ESCLAdd(
        SLAID       => 1, ### From [ 1, 2, 3 ] depends on ticket SLAID,
        Type        => 'FR', ### From [FR, UT, ST],
        Level       => 1, ### From [1, 2, 3 ] can be increased,
        Notify_To   => Rolename,
        Notify_Perc => 60,  # if response escalation is 60% reached
        ValidID     => 1,
        
    );

TERMS AND CONDITIONS

This software is part of the OTRS project (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.