Kernel::System::Escalation - escalation lib
$Revision: 1.0 $ $Date: 2013/02/04 14:38:57 $ $VERSION = qw($Revision: 1.0 $) [1];
No such extra dependency, general OTRS 3.1.x will do.
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.
All escalation functions.
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, );
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, );
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, );
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.
To install Kernel::System::Escalation, copy and paste the appropriate command in to your terminal.
cpanm
cpanm Kernel::System::Escalation
CPAN shell
perl -MCPAN -e shell install Kernel::System::Escalation
For more information on module installation, please visit the detailed CPAN module installation guide.