ITSMCore -> rel-3_3 API documentation

NAME

Kernel::System::SLA - sla lib

SYNOPSIS

All sla functions.

PUBLIC INTERFACE

• new()

  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::SLA;
  
  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 $SLAObject = Kernel::System::SLA->new(
      ConfigObject => $ConfigObject,
      EncodeObject => $EncodeObject,
      LogObject    => $LogObject,
      DBObject     => $DBObject,
      MainObject   => $MainObject,
  );
  

• SLAList()

  return a hash list of slas

  my %SLAList = $SLAObject->SLAList(
      ServiceID => 1,  # (optional)
      Valid     => 0,  # (optional) default 1 (0|1)
      UserID    => 1,
  );
  

• SLAGet()

  Returns an SLA as a hash

  my %SLAData = $SLAObject->SLAGet(
      SLAID  => 123,
      UserID => 1,
  );
  

  Returns:

  my %SLAData = (
        'SLAID'               => '2',
        'Name'                => 'Diamond Pacific - S2',
        'Calendar'            => '2',
        'FirstResponseTime'   => '60',  # in minutes according to business hours
        'FirstResponseNotify' => '70',  # in percent
        'UpdateTime'          => '360', # in minutes according to business hours
        'UpdateNotify'        => '70',  # in percent
        'SolutionTime'        => '960', # in minutes according to business hours
        'SolutionNotify'      => '80',  # in percent
        'ServiceIDs'          => [
                                   '4'
                                   '7'
                                   '8'
                                 ],
        'ValidID'             => '1',
        'Comment'             => 'Some Comment',
  

  ---

  ITSM

  ---

        'TypeID'                  => '5',
        'Type'                    => 'Incident',
        'MinTimeBetweenIncidents' => '4000',  # in minutes
  

  ---

        'CreateBy'            => '93',
        'CreateTime'          => '2011-06-16 22:54:54',
        'ChangeBy'            => '93',
        'ChangeTime'          => '2011-06-16 22:54:54',
  );
  

• SLALookup()

  returns the name or the sla id

  my $SLAName = $SLAObject->SLALookup(
      SLAID => 123,
  );
  
  or
  
  my $SLAID = $SLAObject->SLALookup(
      Name => 'SLA Name',
  );
  

• SLAAdd()

  add a sla

  my $SLAID = $SLAObject->SLAAdd(
      ServiceIDs          => [ 1, 5, 7 ],  # (optional)
      Name                => 'SLA Name',
      Calendar            => 'Calendar1',  # (optional)
      FirstResponseTime   => 120,          # (optional)
      FirstResponseNotify => 60,           # (optional) notify agent if first response escalation is 60% reached
      UpdateTime          => 180,          # (optional)
      UpdateNotify        => 80,           # (optional) notify agent if update escalation is 80% reached
      SolutionTime        => 580,          # (optional)
      SolutionNotify      => 80,           # (optional) notify agent if solution escalation is 80% reached
      ValidID             => 1,
      Comment             => 'Comment',    # (optional)
      UserID              => 1,
  

  ---

  ITSM

  ---

      TypeID                  => 2,
      MinTimeBetweenIncidents => 3443,     # (optional)
  

  ---

  );
  

• SLAUpdate()

  update a existing sla

  my $True = $SLAObject->SLAUpdate(
      SLAID               => 2,
      ServiceIDs          => [ 1, 2, 3 ],  # (optional)
      Name                => 'Service Name',
      Calendar            => 'Calendar1',  # (optional)
      FirstResponseTime   => 120,          # (optional)
      FirstResponseNotify => 60,           # (optional) notify agent if first response escalation is 60% reached
      UpdateTime          => 180,          # (optional)
      UpdateNotify        => 80,           # (optional) notify agent if update escalation is 80% reached
      SolutionTime        => 580,          # (optional)
      SolutionNotify      => 80,           # (optional) notify agent if solution escalation is 80% reached
      ValidID             => 1,
      Comment             => 'Comment',    # (optional)
      UserID              => 1,
  

  ---

  ITSM

  ---

      TypeID                  => 2,
      MinTimeBetweenIncidents => 3443,  # (optional)
  

  ---

  );
  

• SLAPreferencesSet()

  set SLA preferences

  $SLAObject->SLAPreferencesSet(
      SLAID => 123,
      Key       => 'UserComment',
      Value     => 'some comment',
      UserID    => 123,
  );
  

• SLAPreferencesGet()

  get SLA preferences

  my %Preferences = $SLAObject->SLAPreferencesGet(
      SLAID => 123,
      UserID    => 123,
  );
  

TERMS AND CONDITIONS

This software is part of the OTRS project (https://otrs.org/).

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.