SLA Preferences Module

There is a DB SLA preferences module which come with the OTRS framework. It is also possible to develop your own SLA preferences modules. The SLA preferences modules are located under Kernel/System/SLA/*.pm. For more information about their configuration see the admin manual. Following, there is an example of an SLA preferences module. Save it under Kernel/System/SLA/PreferencesCustom.pm. You just need 3 functions: new(), SLAPreferencesSet() and SLAPreferencesGet(). Make sure the function returns 1.

SLA Preferences Code Example

The interface class is called Kernel::System::SLA. The example SLA preferences may be called Kernel::System::SLA::PreferencesCustom. You can find an example below.

# --
# Kernel/System/SLA/PreferencesCustom.pm - some user functions
# Copyright (C) 2001-2018 OTRS AG, https://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (GPL). If you
# did not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.
# --

package Kernel::System::SLA::PreferencesCustom;

use strict;
use warnings;

use vars qw(@ISA);

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = {};
    bless( $Self, $Type );

    # check needed objects
    for (qw(DBObject ConfigObject LogObject)) {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    # preferences table data
    $Self->{PreferencesTable}      = 'sla_preferences';
    $Self->{PreferencesTableKey}   = 'preferences_key';
    $Self->{PreferencesTableValue} = 'preferences_value';
    $Self->{PreferencesTableSLAID} = 'sla_id';

    return $Self;
}

sub SLAPreferencesSet {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(SLAID Key Value)) {
        if ( !defined( $Param{$_} ) ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }

    # delete old data
    return if !$Self->{DBObject}->Do(
        SQL => "DELETE FROM $Self->{PreferencesTable} WHERE "
            . "$Self->{PreferencesTableSLAID} = ? AND $Self->{PreferencesTableKey} = ?",
        Bind => [ \$Param{SLAID}, \$Param{Key} ],
    );

$Self->{PreferencesTableValue} .= 'PreferencesCustom';

    # insert new data
    return $Self->{DBObject}->Do(
        SQL => "INSERT INTO $Self->{PreferencesTable} ($Self->{PreferencesTableSLAID}, "
            . " $Self->{PreferencesTableKey}, $Self->{PreferencesTableValue}) "
            . " VALUES (?, ?, ?)",
        Bind => [ \$Param{SLAID}, \$Param{Key}, \$Param{Value} ],
    );
}

sub SLAPreferencesGet {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(SLAID)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }

    # check if SLA preferences are available
    if ( !$Self->{ConfigObject}->Get('SLAPreferences') ) {
        return;
    }

    # get preferences
    return if !$Self->{DBObject}->Prepare(
        SQL => "SELECT $Self->{PreferencesTableKey}, $Self->{PreferencesTableValue} "
            . " FROM $Self->{PreferencesTable} WHERE $Self->{PreferencesTableSLAID} = ?",
        Bind => [ \$Param{SLAID} ],
    );
    my %Data;
    while ( my @Row = $Self->{DBObject}->FetchrowArray() ) {
        $Data{ $Row[0] } = $Row[1];
    }

    # return data
    return %Data;
}

1;

SLA Preferences Configuration Example

There is the need to activate your custom SLA preferences module. This can be done using the XML configuration below.

<ConfigItem Name="SLA::PreferencesModule" Required="1" Valid="1">
    <Description Translatable="1">Default SLA preferences module.</Description>
    <Group>Ticket</Group>
    <SubGroup>Frontend::SLA::Preferences</SubGroup>
    <Setting>
        <String Regex="">Kernel::System::SLA::PreferencesCustom</String>
    </Setting>
</ConfigItem>

SLA Preferences Use Case Example

Useful preferences implementation could be to store additional values on SLAs.