[Add-on Announcement] Support Quota Add-on

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[Add-on Announcement] Support Quota Add-on

Post by denydias » 13 Jul 2014, 02:24

Hi, I'm new to this forum, although I'm quite old on OTRS.

I just published a new module: Support Quota Add-on.

From the readme:
This OTRS Add-on module provides an easy to use interface to control customer contracted work unit quotas.

By entering a quota to each Customer Company in your OTRS system and taking care to set the proper CustomerCompanyID on your tickets (easy if you use PostMaster Filters), this add-on is able to get the total work unit quota available to a particular customer, how many work units were used in the current period (current month) and how many work units are available to that customer in the same period. If the available quota is negative, there will be extra bucks in the end of the month.

The above information then appears in a widget under agent TicketZoom interface so your agents can easily decide what to do based on your process on how to charge (or not) for beyond quota customers.
The module (source and package) is available under my GitHub at: https://github.com/denydias/otrs

I'm not a Perl developer and this is my first attempt to develop an OTRS module ever. So that's why I'm announcing its availability in this developer forum session instead of a regular users one. The code has lots to improve and any help on doing it will be very appreciated by me and possibly other users out there. There is a todo list in the module's readme.

Thank you very much and sorry if I bother the forum admins by publishing this topic in a wrong place.

Best,

Deny Dias.

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Re: [Add-on Announcement] Support Quota Add-on

Post by reneeb » 13 Jul 2014, 16:25

It would be great if you could publish it on OPAR (http://opar.perl-services.de)...
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Re: [Add-on Announcement] Support Quota Add-on

Post by reneeb » 13 Jul 2014, 17:08

I just created a pull request with some improvements.

Some other hints:

* All the information can be gathered in one single SQL statement with some outer joins...
* You should check if a TicketID is set (someone might use the output filter for an action that doesn't have a ticket ID and that would lead to an error) and return if no ID is set
* Usually, Outputfilter in the SysConfig are numbered: Frontend::Output::FilterElementPre###099-OutputFilterSupportQuota
* year() and month() are not portable (e.g. Postgresql do not know those functions)
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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 14 Jul 2014, 03:35

Hi, reneeb.

Thank you very much for your reply.
reneeb wrote:It would be great if you could publish it on OPAR (http://opar.perl-services.de)...
I'm going to do that. However, I'm going to polish the code a little bit more before make it available there. As OPAR is a 'ready-to-deploy' package repository, I do not feel that Support Quota Add-on is ready for this status yet. As soon as I address some of the todo list items and your valuable hints, I can promote it to that label.
reneeb wrote:* All the information can be gathered in one single SQL statement with some outer joins...
* You should check if a TicketID is set (someone might use the output filter for an action that doesn't have a ticket ID and that would lead to an error) and return if no ID is set
* Usually, Outputfilter in the SysConfig are numbered: Frontend::Output::FilterElementPre###099-OutputFilterSupportQuota
* year() and month() are not portable (e.g. Postgresql do not know those functions)
Thank you for all the valuable hints! I'll do my best to learn enough of Perl so I can implement each one of those.
reneeb wrote:I just created a pull request with some improvements.
I received your pull request. I'm reviewing it so I can merge it to upstream.

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Re: [Add-on Announcement] Support Quota Add-on

Post by reneeb » 14 Jul 2014, 09:06

If you have any questions, please do not hesitate to ask ;-)
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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 14 Jul 2014, 09:16

reneeb wrote:If you have any questions, please do not hesitate to ask ;-)
I do! Lots of 'em! But I like to answer the ones I can by learning something new... before just ask. ;)

Thank you anyway. I'm going to remember your offer. :-D

PS: Your pull request is merged upstream. SupportQuota Add-on is now on 0.0.2, tks to you.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 15 Jul 2014, 00:16

reneeb wrote:* Usually, Outputfilter in the SysConfig are numbered: Frontend::Output::FilterElementPre###099-OutputFilterSupportQuota
I did not find any documentation providing some kind of standard for a module numbering. I could see by looking in many repositories out there that many (but not most) OTRS modules use some kind of numbering. When this is the case, it's related to a menu, navbar or list ordering. The numbering itself do not seems relevant to the module function at all.

Am I right or did I missed something?

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 15 Jul 2014, 07:52

0.0.4 release is out. All the hints bellow are addressed. Thanks for them, reneeb.
reneeb wrote:* All the information can be gathered in one single SQL statement with some outer joins...
* You should check if a TicketID is set (someone might use the output filter for an action that doesn't have a ticket ID and that would lead to an error) and return if no ID is set
* year() and month() are not portable (e.g. Postgresql do not know those functions)

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Re: [Add-on Announcement] Support Quota Add-on

Post by reneeb » 15 Jul 2014, 07:58

denydias wrote:
reneeb wrote:* Usually, Outputfilter in the SysConfig are numbered: Frontend::Output::FilterElementPre###099-OutputFilterSupportQuota
I did not find any documentation providing some kind of standard for a module numbering. I could see by looking in many repositories out there that many (but not most) OTRS modules use some kind of numbering. When this is the case, it's related to a menu, navbar or list ordering. The numbering itself do not seems relevant to the module function at all.

Am I right or did I missed something?
Oops, you are right. Sorry for the noise...
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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 08 Aug 2014, 14:00

First stable release is out, v.0.0.5.

Thanks to lermit for the pull request.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 08 Aug 2014, 14:06

reneeb wrote:It would be great if you could publish it on OPAR...
Just did it. ;)

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 24 Aug 2014, 00:02

New release is out, v.0.0.6.

Thanks to lermit for the pull request.

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Re: [Add-on Announcement] Support Quota Add-on

Post by withsupport » 05 Dec 2014, 12:30

Hi this plugin looks great! Is there any "easy" way I can get it to work with OTRS v4? Before I have a dig into the code I thought I'd better ask.

Thanks in advance for any insights

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Re: [Add-on Announcement] Support Quota Add-on

Post by reneeb » 05 Dec 2014, 17:00

Basically, you only need to change the Kernel/Output/HTML/SupportQuota.pm. See https://github.com/denydias/otrs/pull/4
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Re: [Add-on Announcement] Support Quota Add-on

Post by withsupport » 05 Dec 2014, 21:44

Thanks for the info reneeb. I also noticed you made some commits re: otrs4 so I git cloned with your changes and made the 4.01 opm. Only problem now is it says errors occurred when trying to install. Darn. not so simple.

I guess I need to learn how to debug module installation and OTRS in general. All new to me as only just started with OTRS yesterday. Please forgive me if I'm doing something silly.

Will see what I can find out/learn.

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Re: [Add-on Announcement] Support Quota Add-on

Post by withsupport » 05 Dec 2014, 22:02

Ok got it working on my 4.01 now. Was not building the opm correctly so my mistake.

I will do some testing tomorrow to make sure it all works nicely.

Thanks again

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 08 Dec 2014, 10:48

I'm pleased to announce SupportQuota v1.0.0 release.

Thanks to reneeb, this release adds support for the new OTRS Framework v4.0.x.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 23 Dec 2014, 07:17

I'm pleased to announce SupportQuota v1.0.1 release.

Thanks to reneeb, this release fixes an issue for customers with no quota.

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Re: [Add-on Announcement] Support Quota Add-on

Post by withsupport » 02 Jan 2015, 15:26

Hi does anyone know how to enable decimal points in the quota? I'd like to be able to set quotas like 0.5 or 1.5 etc. This is because we are using hours and we use half hour blocks too.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 03 Jan 2015, 02:23

Hi, withsupport.
withsupport wrote:does anyone know how to enable decimal points in the quota? I'd like to be able to set quotas like 0.5 or 1.5 etc.
That's exactly how I use Support Quota. It works with floating numbers out of the box, even .1, .0532 or any other. It is going to round long decimals to two decimal places though. You don't have to 'enable' it. It's just there.

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Re: [Add-on Announcement] Support Quota Add-on

Post by withsupport » 03 Jan 2015, 02:40

ok thanks but I am using the latest version and it will not accept floats e.g. if I put 0.5 or .5 it rounds it to 1! It keep rounding up or down. How can I fix this, any ideas?

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 03 Jan 2015, 04:00

withsupport wrote:It keep rounding up or down.
Hum! That's quite interesting!

I gave you a wrong information: Support Quota round numbers to 1 decimal places (0.5) instead of two. This is hardcoded in Support Quota and there's no way to change that through settings. The 'Accounted time' field in the 'Ticket Information' widget is calculated by OTRS itself and it rounds to two decimal places.

Even so, I just made a test with both my development and productions environments and it's working just fine with floating numbers. Take a loot at it:

http://goo.gl/hsUtI4

How are you typing the decimal point? Does your locale uses dot (.) or comma (,) as a decimal separator? If it is a comma, try to enter decimals with a dot as a separator.

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Re: [Add-on Announcement] Support Quota Add-on

Post by withsupport » 03 Jan 2015, 12:27

Hi I tried with both , and . still it rounds up or down to nearest integer. I am using en_GB locale but not sure where to check the decimal point seperator setting. I am going to the admin page and then "customers" and choosing a customer then entering the quota value there.

I can't think what to try next, I tried different browsers and I looked through Kernel/Config/Defaults.pm boot could not see anything obvious to set rounding. Am currently googling it but nothing so far that helps.

I'm so jealous of your screen shot, that's what I want!

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Re: [Add-on Announcement] Support Quota Add-on

Post by withsupport » 03 Jan 2015, 12:35

SOLVED

I checked the DB and

| quota | smallint(6) | YES | | NULL | |

so I changed to float with:

alter table customer_company modify quota float(6);

now it works fine.

Thanks for all your help and for a wonderful plugin.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 03 Jan 2015, 22:06

withsupport wrote:SOLVED

I checked the DB and

| quota | smallint(6) | YES | | NULL | |

so I changed to float with:

alter table customer_company modify quota float(6);

now it works fine.
Really? Why it works for me is the question seeking for an answer now. :lol:

I'll investigate that further during the week. I've just open a new issue for this in the project page.

Thank you for your investigation. I'm glad Support Quota is useful to you.

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Re: [Add-on Announcement] Support Quota Add-on

Post by geri » 23 Jan 2015, 09:39

Is it possible to make this widget viewable on AgentTicketEmail, and AgentTicketPhone or even on customer page?

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Re: [Add-on Announcement] Support Quota Add-on

Post by reneeb » 23 Jan 2015, 10:20

Not with the current code. This would need some development...
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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 25 Feb 2015, 14:38

I'm pleased to announce SupportQuota v1.0.2 release.

This one should leave you web server error log alone.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 01 Aug 2015, 03:51

withsupport wrote:Hi does anyone know how to enable decimal points in the quota? I'd like to be able to set quotas like 0.5 or 1.5 etc. This is because we are using hours and we use half hour blocks too.
Hi @withsupport,

Now I see what you need. Please correct me if I'm wrong.

What you need is to set a floating support quota in the AdminCustomerCompany panel. For instance, you want to set a 1.5h quota for a particular customer, right? The issue you reported is not related on how SupportQuota display quota calculations AgentTicketZoom, where the floating number are displayed with one decimal place.

If my assumption is right, then what is needed is to change the quota column to something like:

Code: Select all

ALTER TABLE customer_company ADD quota FLOAT(6,1);
This is going to give a quota field that is capable to handle a value like 12345.6.

The SQL above works fine in MySQL. I don't know how it would work on PostgreSQL or other RDBMS that OTRS runs on. So I'll not implement that change until someone could give some advice on how it would affect those systems, as SupportQuote is designed to be compatible with OTRS and all the supported RDBMS.

If someone has an advice on this matter, please comment here.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 01 Aug 2015, 04:36

I'm pleased to announce SupportQuota v1.0.3 release.

Thanks to @maulkin, this release fixes a PostgreSQL error condition.

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Re: [Add-on Announcement] Support Quota Add-on

Post by alxing » 08 Sep 2015, 09:28

Hello,

I would like to ask how i can add the Customer Support Quota fields that i can see at the right of my screen when i click on a client's ticket to my customer general view. I want to be able when i click on a client to see the remaining working units that he has and not only the amount that is quoted.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 08 Sep 2015, 17:31

alxing wrote:I want to be able when i click on a client to see the remaining working units that he has and not only the amount that is quoted.
Hi @alexing. Thanks for the inquiry.

Well, when you click in any ticket (open or closed) from any customer, the add-on must show you:

Available: the remaining units in the customer account for the period (from what you wrote, I think this is what you're looking for.)
Used: how many units the customer have consumed from its quota for the period (month or year, depending on your settings.)
Contracted: the total amount of units the customer has available to use in the period.

As for your request to have the fields in another view besides AgentTicketZoom, such as AgentCustomerInformationCenter, the add-on doesn't have support for this yet. Maybe in the future though. ;)

You can open a issue at GitHub to record your wish if you want.

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Re: [Add-on Announcement] Support Quota Add-on

Post by alxing » 09 Sep 2015, 09:05

I understand from searching the code of the add on that you calculate on the fly the rest of the support time.
How do you request your code to be execute on the AgentTicketZoom view? I couldn't find this information.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 09 Sep 2015, 09:46

This is told by Kernel/Output/HTML/SupportQuota.pm, in the line you read:

Code: Select all

${ $Param{Data} } =~ s{ (\[\% \s+ RenderBlockStart\("CustomerTable"\) \s+ \%\]) }{ $HTML $1 }ixms;
But maybe you might want to have a look on this first.

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Re: [Add-on Announcement] Support Quota Add-on

Post by alxing » 09 Sep 2015, 10:23

Thank you very much for the resources, I will dig in and let you know.

Can you explain a little bit how exaclty the add on works. The default behaviour.

I use the client form to quote my client.
When a new ticket is submitted by the client, when i click as an agent on the ticket i can view how much is quoted, how much has used and the remaining quote.
After a month or a year based on the option of the add on, the quote is deleted? For the time being i have it disabled. This is means that i would have manually enter a higher quota?

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 09 Sep 2015, 19:14

alxing wrote:Can you explain a little bit how exaclty the add on works. The default behaviour.
This might help you. Look for the text bellow the file tree.
alxing wrote:I use the client form to quote my client.
When a new ticket is submitted by the client, when i click as an agent on the ticket i can view how much is quoted, how much has used and the remaining quote.
After a month or a year based on the option of the add on, the quote is deleted? For the time being i have it disabled. This is means that i would have manually enter a higher quota?
After the selected period, the quote for the customer resets to the initial quota set for the customer. There's no need to change anything in the customer quota, unless the customer have acquired more quota.

For instance: a customer have a 10 units quota. Then, in a month (the default period) this customer opens tickets and consumes 8 units. In the last day of the month, that customer will have 2 units left in its account (used = 8, available = 2). At midnight of the first day of the month, the customer is going to have 10 units left (used = zero, available = 10), as a new monthly period just have started. The contracted field is based on how many units is set in the customer settings and should not change in the TicketZoom, unless changed by that setting.

If the customer gets over quota, the add-on will show a negative figure in the Available field. These are the units over contracted quota for what one usually will charge an extra fee from the customer.

You could get the past quota balances by using the SQL query available in the above link.

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Re: [Add-on Announcement] Support Quota Add-on

Post by alxing » 10 Sep 2015, 10:00

Thank you for your response.

One final question, now I have the recurrence disabled. That means that when the clients passes the quota that I have defined in the customer page, the agent will see a negative value all the time until someone edit the quota and add more, is this right?

Also related to the module, you said that the following line makes the table at the right of the agentticketzoom
${ $Param{Data} } =~ s{ (\[\% \s+ RenderBlockStart\("CustomerTable"\) \s+ \%\]) }{ $HTML $1 }ixms;
but how do you specify that is called in that view. I didn't see anything in the source linking back to the AgentTicketZoom page.

Sorry for my English, what I would like to know is how it is printed in that specific view.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 10 Sep 2015, 17:54

alxing wrote:One final question, now I have the recurrence disabled. That means that when the clients passes the quota that I have defined in the customer page, the agent will see a negative value all the time until someone edit the quota and add more, is this right?
If you have disabled the recurrence period, than the used and available quotas are calculated with the following formula: Cq - Tw = Ca. Where:

Cq = Customer quota set in customer details.
Tw = Sum of Work Units on all tickets for a certain CustomerID (every ticket counts, open or closed, from all the time.) This is also equal to the used quota for that customer.
Ca = Customer quota available.

In that case (recurrence disabled), yes, you have to manually add more quota to a customer if you want that a negative balance becomes positive again.
alxing wrote:but how do you specify that is called in that view. I didn't see anything in the source linking back to the AgentTicketZoom page.
Well, this is how OTRS template system works. You do not specify a view (e.g. AgentTicketZoom). What is being done here is to let OTRS know what template block is going to receive any changes by using a Perl regular expression. In that particular case and with rough words, we're instructing OTRS template system to add the content of $HTML into a template block called CustomerTable. This template block happens to be in AgentTicketZoom view. So, that way the magic just happens.

If you plan to add this to AgentCustomerInformationCenter, please note that the add-on requires the TicketID to work properly. The customer information view doesn't provide that TicketID (there's no ticket in that view) and you are going to be alone when figuring out what code changes are required. I'll be more than glad to merge a PR for this kind of patch if you're willing to provide it.

If you need to understand it further, it's crucial that you read OTRS Developer Manual. I can't be more helpful here.

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Re: [Add-on Announcement] Support Quota Add-on

Post by alxing » 11 Sep 2015, 12:12

Yes, I saw it in the source that the ticketid is needed for the add on to work. Well I will try to see what I can achieve and let you know.
Sorry for all the questions but the information is enormus! :P

Best regards

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Re: [Add-on Announcement] Support Quota Add-on

Post by rvaldomir » 17 Oct 2015, 00:14

Does it wlrks in3.3.8?
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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 19 Oct 2015, 09:11

rvaldomir wrote:Does it wlrks in3.3.8?
Version <0.0.6 should work with OTRS 3. Version >1 work only with OTRS 4.

You can download past versions here.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 04 Dec 2015, 08:50

I'm pleased to announce SupportQuota v1.0.4 release.

Thanks to @trindium, this release changes query logic to properly deal with quota reset for recurrence periods.

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 07 Dec 2015, 06:26

I'm pleased to announce SupportQuota v2.0.0 release.

This major release adds OTRS 5 support and other minor improvements.

If you're going to upgrade from v1.x (OTRS4) to v2.x (OTRS5), please read the documentation.

PS: can a moderator move this thread to OTRS Forum > OTRS Developers > Patches / Modules? Thank you.

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Re: [Add-on Announcement] Support Quota Add-on

Post by jebbhb » 23 Dec 2015, 02:18

Hi deny

I just installed a clean otrs 5 version, with Quota 2, but it gave me some errores during installation "Invalid Package".

I had to install OTRS 4 and test it there, but it isn't quite working right:
Even when it shows the quota for the ticket and the customer, it just doesnt update its value according to the work units.
I have my customer with 50 quota, and 2 tickets related, both of them with work units (17 and 23) but both of them show -17 and -23, and the customer still shows 50 quota.

I don't what to do, to fix the OTRS 4 version, or to fix the OTRS 5 version.

I really like and need the add-on, but it doesnt quite works for me now.

THanks

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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 23 Dec 2015, 02:23

jebbhb wrote:I just installed a clean otrs 5 version, with Quota 2, but it gave me some errores during installation "Invalid Package".
Please post a full log of the installation process.
jebbhb wrote:I had to install OTRS 4 and test it there, but it isn't quite working right:
Even when it shows the quota for the ticket and the customer, it just doesnt update its value according to the work units.
I have my customer with 50 quota, and 2 tickets related, both of them with work units (17 and 23) but both of them show -17 and -23, and the customer still shows 50 quota.
Try v1.0.4.

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Re: [Add-on Announcement] Support Quota Add-on

Post by jojo » 23 Dec 2015, 09:32

jebbhb wrote: I really like and need the add-on, but it doesnt quite works for me now.

Hi,

you should try the offiial Feature of the OTRS group: https://www.otrs.com/otrs-business-solu ... ing-quota/
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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 23 Dec 2015, 13:55

jojo wrote:you should try the offiial Feature of the OTRS group: https://www.otrs.com/otrs-business-solu ... ing-quota/
Sure! But just after he agree to pay a lot of money for OTRS AG long term support contract. Looks quite a waste of money to me.

In fact, that's exactly why I decided to develop that in the first place: so people (including me) don't have to be extorted to get a so simple and useful feature.

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Re: [Add-on Announcement] Support Quota Add-on

Post by jojo » 23 Dec 2015, 14:29

How do you think the developers creating and maintaining OTRS are paid? Open Source does not mean free as in free beer and also not that the developers will do their work in their freetime and unpaid...
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Re: [Add-on Announcement] Support Quota Add-on

Post by denydias » 23 Dec 2015, 14:35

jojo wrote:How do you think the developers creating and maintaining OTRS are paid?
By creating good software that motivates people to sign long term support contracts. Not by forcibly throwing down to their throat long term support contracts in exchange for 'missing features'.
jojo wrote:Open Source does not mean free as in free beer and also not that the developers will do their work in their freetime and unpaid...
Well, I do.

Edit: It's not about money. It's about people.

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Re: [Add-on Announcement] Support Quota Add-on

Post by jojo » 23 Dec 2015, 14:40

denydias wrote: By creating good software that motivates people to sign long term support contracts. Not by forcibly throwing down to their throat long term support contracts in exchange for 'missing features'.
Well most do and don't see it as a force to get additional features. Also loads of former "paid" features where moved to the main framework in the last years.
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