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.