Features (AddOns)

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InBox SetUtilPendingTime

Version 7.0.1

Creation Date 07/17/2019

Resources

This module allows adding a pending date based on business hours according to a calendar and additional configured seconds.

Prerequisites

Framework

The following Znuny framework versions are supported:

  • [7.0.x]

Modules

The following modules are required:

  • InBox Core 7.0.1 or higher

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third-party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ SetUtilPendingTime-7.0.1.opm

API

This module does not build any API.

Settings

This module can be configured via System Configuration in the administrative interface. The following configuration options are available:

SetUtilPendingTime::CalendarID

This setting stores the desired calendar ID for the pending time.

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By default, this ID contains the value "1".

SetUtilPendingTime::Seconds

This setting allows a certain time (in seconds) to be added to the pending time.

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By default, this time equates to 28800 seconds (equivalent to 8 hours).

Frontend::Output::FilterElementPost###OutputFilterSetUtilPendingTime

This configuration allows enabling or disabling the appearance of the pending time for the screens that are present in it. For this, change only the value from 1 to 0 (in case of disabling) or from 0 to 1 (in case of enabling).

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By default, all screens are enabled (with a value of "1").

Usage

Using the module

The module will be available for the following screens:

AgentTicketBounce: On the ticket preview screen, corresponds to "Bounce". AgentTicketCompose: In the preview screen of a ticket, corresponds to "Answer > empty answer". AgentTicketEmail: Corresponds to "Tickets > New ticket via email" screen. AgentTicketEmailOutbound: In the preview screen of a ticket, corresponds to "Communication > Outbound E-mail". AgentTicketForward: In the preview screen of a ticket, corresponds to "Forward". AgentTicketPhone: Corresponds to "Calls > New Call via Phone" screen. It also appears on screens that use AgentTicketActionCommon, AgentTicketBulk and AgentTicketPhoneCommon.

Example of AgentTicketCompose screen:

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