All ticket attributes are passed to the AgentTicketZoom template. Therefore it suffices to insert e.g. the instruction $QData{"Title"} into the content. This can be achieved with a FilterElementPre output filter.

An additional CSS file can be added to all agent frontends with an FilterElementPre filter that only modifies Header.tt. Therefore it suffices to insert e.g. the instruction $QData{"Title"} into the content. This can be achieved with a FilterElementPre output filter.

Use a FilterElementPost for this feature. The list of selectable services can be parsed from the processed template output. The multi level selection can be constructed from the service list and inserted into the template content. A FilterElementPost output filter must be used for that.

A biotech company uses gene names like IPI00217472 in plain text articles. A FilterText output filter can be used to create links to a sequence database, e.g. http://srs.ebi.ac.uk/srsbin/cgi-bin/wgetz?-e+[IPI-acc:IPI00217472]+-vn+2, for the gene names.

There is firewall rule that disallows all active content. In order to avoid rejection by the firewall the HTML tag <applet> can be filtered with an FilterContent output filter.

In this section a sample stats module is shown and each subroutine is explained.

# --
# Kernel/System/Stats/Dynamic/DynamicStatsTemplate.pm - all advice 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::Stats::Dynamic::DynamicStatsTemplate;

use strict;
use warnings;

use Kernel::System::Queue;
use Kernel::System::State;
use Kernel::System::Ticket;
                

This is common boilerplate that can be found in common OTRS modules. The class/package name is declared via the package keyword. Then the needed modules are 'use'd.

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

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

    # check needed objects
    for my $Object (
        qw(DBObject ConfigObject LogObject UserObject TimeObject MainObject EncodeObject)
        )
    {
        $Self->{$Object} = $Param{$Object} || die "Got no $Object!";
    }

    # created needed objects
    $Self->{QueueObject}    = Kernel::System::Queue->new( %{$Self} );
    $Self->{TicketObject}   = Kernel::System::Ticket->new( %{$Self} );
    $Self->{StateObject}    = Kernel::System::State->new( %{$Self} );

    return $Self;
}
                

new is the constructor for this statistic module. It creates a new instance of the class. According to the coding guidelines objects of other classes that are needed in this module have to be created in "new". In lines 27 to 29 the object of the stats module is created. Lines 31 to 37 check if objects that are needed in this code - either for creating other objects or in this module - are passed. After that the other objects are created.

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

    return 'Sample Statistics';
}
                

GetObjectName returns a Name for the Statistics module. This is the label that is shown in the drop down in the configuration as well as in the list of existing statistics (column "object").

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

    # get state list
    my %StateList = $Self->{StateObject}->StateList(
        UserID => 1,
    );

    # get queue list
    my %QueueList = $Self->{QueueObject}->GetAllQueues();

    # get current time to fix bug#3830
    my $TimeStamp = $Self->{TimeObject}->CurrentTimestamp();
    my ($Date) = split /\s+/, $TimeStamp;
    my $Today = sprintf "%s 23:59:59", $Date;

    my @ObjectAttributes = (
        {
            Name             => 'State',
            UseAsXvalue      => 1,
            UseAsValueSeries => 1,
            UseAsRestriction => 1,
            Element          => 'StateIDs',
            Block            => 'MultiSelectField',
            Values           => \%StateList,
        },
        {
            Name             => 'Created in Queue',
            UseAsXvalue      => 1,
            UseAsValueSeries => 1,
            UseAsRestriction => 1,
            Element          => 'CreatedQueueIDs',
            Block            => 'MultiSelectField',
            Translation      => 0,
            Values           => \%QueueList,
        },
        {
            Name             => 'Create Time',
            UseAsXvalue      => 1,
            UseAsValueSeries => 1,
            UseAsRestriction => 1,
            Element          => 'CreateTime',
            TimePeriodFormat => 'DateInputFormat',    # 'DateInputFormatLong',
            Block            => 'Time',
            TimeStop         => $Today,
            Values           => {
                TimeStart => 'TicketCreateTimeNewerDate',
                TimeStop  => 'TicketCreateTimeOlderDate',
            },
        },
    );

    return @ObjectAttributes;
}
                

In this sample stats module, we want to provide three attributes the user can chose from: A list of queues, a list of states an a time drop down. To get the values shown in the drop down, some operations are needed. In this case call StateList and GetAllQueues.

Then the list of attributes is created. Each attribute is defined via a hashreference. You can use these keys:

Hint: If you install this sample an you configured a statistic with some queues - lets say 'queue A' and 'queue B' - then these queues are the only ones that are shown to the user when he starts the statistic. Sometimes a dynamic drop down or multiselect field is needed. In this case, you can set "SelectedValues" in the definition of the attribute:

        {
            Name             => 'Created in Queue',
            UseAsXvalue      => 1,
            UseAsValueSeries => 1,
            UseAsRestriction => 1,
            Element          => 'CreatedQueueIDs',
            Block            => 'MultiSelectField',
            Translation      => 0,
            Values           => \%QueueList,
            SelectedValues   => [ @SelectedQueues ],
        },
                

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

    # search tickets
    return $Self->{TicketObject}->TicketSearch(
        UserID     => 1,
        Result     => 'COUNT',
        Permission => 'ro',
        Limit      => 100_000_000,
        %Param,
    );
}
                

GetStatElement gets called for each cell in the result table. So it should be a numeric value. In this sample it does a simple ticket search. The hash %Param contains information about the "current" x-value and the y-value as well as any restrictions. So, for a cell that should count the created tickets for queue 'Misc' with state 'open' the passed parameter hash looks something like this:

    'CreatedQueueIDs' => [
        '4'
    ],
    'StateIDs' => [
        '2'
    ]
                

If the "per cell" calculation should be avoided, GetStatTable is an alternative. GetStatTable returns a list of rows, hence an array of arrayreferences. This leads to the same result as using GetStatElement

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

    my @StatData;

    for my $StateName ( keys %{ $Param{TableStructure} } ) {
        my @Row;
        for my $Params ( @{ $Param{TableStructure}->{$StateName} } ) {
            my $Tickets = $Self->{TicketObject}->TicketSearch(
                UserID     => 1,
                Result     => 'COUNT',
                Permission => 'ro',
                Limit      => 100_000_000,
                %{$Params},
            );

            push @Row, $Tickets;
        }

        push @StatData, [ $StateName, @Row ];
    }

    return @StatData;
}
                

GetStatTable gets all information about the stats query that is needed. The passed parameters contains information about the attributes (Restrictions, attributes that are used for x/y-axis) and the table structure. The table structure is a hash reference where the keys are the values of the y-axis and their values are hashreferences with the parameters used for GetStatElement subroutines.

    'Restrictions' => {},
    'TableStructure' => {
        'closed successful' => [
            {
                'CreatedQueueIDs' => [
                    '3'
                ],
                'StateIDs' => [
                    '2'
                ]
            },
        ],
        'closed unsuccessful' => [
            {
                'CreatedQueueIDs' => [
                    '3'
                ],
                'StateIDs' => [
                    '3'
                ]
            },
        ],
    },
    'ValueSeries' => [
        {
            'Block' => 'MultiSelectField',
            'Element' => 'StateIDs',
            'Name' => 'State',
            'SelectedValues' => [
                '5',
                '3',
                '2',
                '1',
                '4'
            ],
            'Translation' => 1,
            'Values' => {
                '1' => 'new',
                '10' => 'closed with workaround',
                '2' => 'closed successful',
                '3' => 'closed unsuccessful',
                '4' => 'open',
                '5' => 'removed',
                '6' => 'pending reminder',
                '7' => 'pending auto close+',
                '8' => 'pending auto close-',
                '9' => 'merged'
            }
        }
    ],
    'XValue' => {
        'Block' => 'MultiSelectField',
        'Element' => 'CreatedQueueIDs',
        'Name' => 'Created in Queue',
        'SelectedValues' => [
            '3',
            '4',
            '1',
            '2'
        ],
        'Translation' => 0,
        'Values' => {
            '1' => 'Postmaster',
            '2' => 'Raw',
            '3' => 'Junk',
            '4' => 'Misc'
        }
    }
                

Sometimes the headers of the table have to be changed. In that case, a subroutine called GetHeaderLine has to be implemented. That subroutine has to return an arrayreference with the column headers as elements. It gets information about the x-values passed.

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

    my @HeaderLine = ('');
    for my $SelectedXValue ( @{ $Param{XValue}->{SelectedValues} } ) {
        push @HeaderLine, $Param{XValue}->{Values}->{$SelectedXValue};
    }

    return \@HeaderLine;
}
                

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

    # wrap ids to used spelling
    for my $Use (qw(UseAsValueSeries UseAsRestriction UseAsXvalue)) {
        ELEMENT:
        for my $Element ( @{ $Param{$Use} } ) {
            next ELEMENT if !$Element || !$Element->{SelectedValues};
            my $ElementName = $Element->{Element};
            my $Values      = $Element->{SelectedValues};

            if ( $ElementName eq 'QueueIDs' || $ElementName eq 'CreatedQueueIDs' ) {
                ID:
                for my $ID ( @{$Values} ) {
                    next ID if !$ID;
                    $ID->{Content} = $Self->{QueueObject}->QueueLookup( QueueID => $ID->{Content} );
                }
            }
            elsif ( $ElementName eq 'StateIDs' || $ElementName eq 'CreatedStateIDs' ) {
                my %StateList = $Self->{StateObject}->StateList( UserID => 1 );
                ID:
                for my $ID ( @{$Values} ) {
                    next ID if !$ID;
                    $ID->{Content} = $StateList{ $ID->{Content} };
                }
            }
        }
    }
    return \%Param;
}
                

Configured statistics can be exported into XML format. But as queues with the same queue names can have different IDs on different OTRS instances it would be quite painful to export the IDs (the statistics would calculate the wrong numbers then). So an export wrapper should be written to use the names instead of ids. This should be done for each "dimension" of the stats module (x-axis, y-axis and restrictions).

ImportWrapper works the other way around - it converts the name to the ID in the instance the configuration is imported to.

This is a sample export:

<?xml version="1.0" encoding="utf-8"?>

<otrs_stats>
<Cache>0</Cache>
<Description>Sample stats module</Description>
<File></File>
<Format>CSV</Format>
<Format>Print</Format>
<Object>DeveloperManualSample</Object>
<ObjectModule>Kernel::System::Stats::Dynamic::DynamicStatsTemplate</ObjectModule>
<ObjectName>Sample Statistics</ObjectName>
<Permission>stats</Permission>
<StatType>dynamic</StatType>
<SumCol>0</SumCol>
<SumRow>0</SumRow>
<Title>Sample 1</Title>
<UseAsValueSeries Element="StateIDs" Fixed="1">
<SelectedValues>removed</SelectedValues>
<SelectedValues>closed unsuccessful</SelectedValues>
<SelectedValues>closed successful</SelectedValues>
<SelectedValues>new</SelectedValues>
<SelectedValues>open</SelectedValues>
</UseAsValueSeries>
<UseAsXvalue Element="CreatedQueueIDs" Fixed="1">
<SelectedValues>Junk</SelectedValues>
<SelectedValues>Misc</SelectedValues>
<SelectedValues>Postmaster</SelectedValues>
<SelectedValues>Raw</SelectedValues>
</UseAsXvalue>
<Valid>1</Valid>
</otrs_stats>
                

Now, that all subroutines are explained, this is the complete sample stats module.

# --
# Kernel/System/Stats/Dynamic/DynamicStatsTemplate.pm - all advice 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::Stats::Dynamic::DynamicStatsTemplate;

use strict;
use warnings;

use Kernel::System::Queue;
use Kernel::System::State;
use Kernel::System::Ticket;

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

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

    # check needed objects
    for my $Object (
        qw(DBObject ConfigObject LogObject UserObject TimeObject MainObject EncodeObject)
        )
    {
        $Self->{$Object} = $Param{$Object} || die "Got no $Object!";
    }

    # created needed objects
    $Self->{QueueObject}    = Kernel::System::Queue->new( %{$Self} );
    $Self->{TicketObject}   = Kernel::System::Ticket->new( %{$Self} );
    $Self->{StateObject}    = Kernel::System::State->new( %{$Self} );

    return $Self;
}

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

    return 'Sample Statistics';
}

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

    # get state list
    my %StateList = $Self->{StateObject}->StateList(
        UserID => 1,
    );

    # get queue list
    my %QueueList = $Self->{QueueObject}->GetAllQueues();

    # get current time to fix bug#3830
    my $TimeStamp = $Self->{TimeObject}->CurrentTimestamp();
    my ($Date) = split /\s+/, $TimeStamp;
    my $Today = sprintf "%s 23:59:59", $Date;

    my @ObjectAttributes = (
        {
            Name             => 'State',
            UseAsXvalue      => 1,
            UseAsValueSeries => 1,
            UseAsRestriction => 1,
            Element          => 'StateIDs',
            Block            => 'MultiSelectField',
            Values           => \%StateList,
        },
        {
            Name             => 'Created in Queue',
            UseAsXvalue      => 1,
            UseAsValueSeries => 1,
            UseAsRestriction => 1,
            Element          => 'CreatedQueueIDs',
            Block            => 'MultiSelectField',
            Translation      => 0,
            Values           => \%QueueList,
        },
        {
            Name             => 'Create Time',
            UseAsXvalue      => 1,
            UseAsValueSeries => 1,
            UseAsRestriction => 1,
            Element          => 'CreateTime',
            TimePeriodFormat => 'DateInputFormat',    # 'DateInputFormatLong',
            Block            => 'Time',
            TimeStop         => $Today,
            Values           => {
                TimeStart => 'TicketCreateTimeNewerDate',
                TimeStop  => 'TicketCreateTimeOlderDate',
            },
        },
    );

    return @ObjectAttributes;
}

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

    # search tickets
    return $Self->{TicketObject}->TicketSearch(
        UserID     => 1,
        Result     => 'COUNT',
        Permission => 'ro',
        Limit      => 100_000_000,
        %Param,
    );
}

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

    # wrap ids to used spelling
    for my $Use (qw(UseAsValueSeries UseAsRestriction UseAsXvalue)) {
        ELEMENT:
        for my $Element ( @{ $Param{$Use} } ) {
            next ELEMENT if !$Element || !$Element->{SelectedValues};
            my $ElementName = $Element->{Element};
            my $Values      = $Element->{SelectedValues};

            if ( $ElementName eq 'QueueIDs' || $ElementName eq 'CreatedQueueIDs' ) {
                ID:
                for my $ID ( @{$Values} ) {
                    next ID if !$ID;
                    $ID->{Content} = $Self->{QueueObject}->QueueLookup( QueueID => $ID->{Content} );
                }
            }
            elsif ( $ElementName eq 'StateIDs' || $ElementName eq 'CreatedStateIDs' ) {
                my %StateList = $Self->{StateObject}->StateList( UserID => 1 );
                ID:
                for my $ID ( @{$Values} ) {
                    next ID if !$ID;
                    $ID->{Content} = $StateList{ $ID->{Content} };
                }
            }
        }
    }
    return \%Param;
}

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

    # wrap used spelling to ids
    for my $Use (qw(UseAsValueSeries UseAsRestriction UseAsXvalue)) {
        ELEMENT:
        for my $Element ( @{ $Param{$Use} } ) {
            next ELEMENT if !$Element || !$Element->{SelectedValues};
            my $ElementName = $Element->{Element};
            my $Values      = $Element->{SelectedValues};

            if ( $ElementName eq 'QueueIDs' || $ElementName eq 'CreatedQueueIDs' ) {
                ID:
                for my $ID ( @{$Values} ) {
                    next ID if !$ID;
                    if ( $Self->{QueueObject}->QueueLookup( Queue => $ID->{Content} ) ) {
                        $ID->{Content}
                            = $Self->{QueueObject}->QueueLookup( Queue => $ID->{Content} );
                    }
                    else {
                        $Self->{LogObject}->Log(
                            Priority => 'error',
                            Message  => "Import: Can' find the queue $ID->{Content}!"
                        );
                        $ID = undef;
                    }
                }
            }
            elsif ( $ElementName eq 'StateIDs' || $ElementName eq 'CreatedStateIDs' ) {
                ID:
                for my $ID ( @{$Values} ) {
                    next ID if !$ID;

                    my %State = $Self->{StateObject}->StateGet(
                        Name  => $ID->{Content},
                        Cache => 1,
                    );
                    if ( $State{ID} ) {
                        $ID->{Content} = $State{ID};
                    }
                    else {
                        $Self->{LogObject}->Log(
                            Priority => 'error',
                            Message  => "Import: Can' find state $ID->{Content}!"
                        );
                        $ID = undef;
                    }
                }
            }
        }
    }
    return \%Param;
}

1;
                

<?xml version="1.0" encoding="iso-8859-1" ?>
<otrs_config version="1.0" init="Config">
    <ConfigItem Name="Stats::DynamicObjectRegistration###DynamicStatsTemplate" Required="0" Valid="1">
        <Description Lang="en">Here you can decide if the common stats module may generate stats about the number of default tickets a requester created.</Description>
        <Group>Framework</Group>
        <SubGroup>Core::Stats</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::System::Stats::Dynamic::DynamicStatsTemplate</Item>
            </Hash>
        </Setting>
    </ConfigItem>
</otrs_config>
                

Use cases.

If you have a lot of cells in the result table and the GetStatElement is quite complex, the request can take a long time.

Dynamic stat modules are available since OTRS 2.0.

The following paragraphs describe the subroutines needed in a static stats.

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

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

    # check all needed objects
    for my $Needed (
        qw(DBObject ConfigObject LogObject
        TimeObject MainObject EncodeObject)
        )
    {
        $Self->{$Needed} = $Param{$Needed} || die "Got no $Needed";
    }

    # create needed objects
    $Self->{TypeObject}   = Kernel::System::Type->new( %{$Self} );
    $Self->{TicketObject} = Kernel::System::Ticket->new( %{$Self} );
    $Self->{QueueObject}  = Kernel::System::Queue->new( %{$Self} );

    return $Self;
}
                

new creates a new instance of the static stats class. First it creates a new object and then it checks for the needed objects.

sub Param {
    my $Self = shift;

    my %Queues = $Self->{QueueObject}->GetAllQueues();
    my %Types  = $Self->{TypeObject}->TypeList(
        Valid => 1,
    );

    my @Params = (
        {
            Frontend  => 'Type',
            Name      => 'TypeIDs',
            Multiple  => 1,
            Size      => 3,
            Data      => \%Types,
        },
        {
            Frontend  => 'Queue',
            Name      => 'QueueIDs',
            Multiple  => 1,
            Size      => 3,
            Data      => \%Queues,
        },
    );

    return @Params;
}
                

The Param method provides the list of all parameters/attributes that can be selected to create a static stat. It gets some parameters passed: The values for the stats attributes provided in a request, the format of the stats and the name of the object (name of the module).

The parameters/attributes have to be hashreferences with these key-value-pairs.

Other parameter for the BuildSelection method of the LayoutObject can be used, as it is done with "Size" and "Multiple" in this sample module.

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

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

    # set report title
    my $Title = 'Tickets per Queue';

    # table headlines
    my @HeadData = (
        'Ticket Number',
        'Queue',
        'Type',
    );

    my @Data;
    my @TicketIDs = $Self->{TicketObject}->TicketSearch(
        UserID     => 1,
        Result     => 'ARRAY',
        Permission => 'ro',
        %Param,
    );

    for my $TicketID ( @TicketIDs ) {
        my %Ticket = $Self->{TicketObject}->TicketGet(
            UserID => 1,
            TicketID => $TicketID,
        );
        push @Data, [ $Ticket{TicketNumber}, $Ticket{Queue}, $Ticket{Type} ];
    }

    return ( [$Title], [@HeadData], @Data );
}
                

The Run method actually generates the table data for the stats. It gets the attributes for this stats passed. In this sample it in %Param a key 'TypeIDs' and a key 'QueueIDs' exist (see attributes in Param method) and their values are arrayreferences. The returned data consists of three parts: Two arrayreferences and an array. In the first arrayreference the title for the statistic is stored, the second arrayreference contains the headlines for the columns in the table. And then the data for the table body follow.

# --
# Kernel/System/Stats/Static/StaticStatsTemplate.pm
# 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::Stats::Static::StaticStatsTemplate;

use strict;
use warnings;

use Kernel::System::Type;
use Kernel::System::Ticket;
use Kernel::System::Queue;

=head1 NAME

StaticStatsTemplate.pm - the module that creates the stats about tickets in a queue

=head1 SYNOPSIS

All functions

=head1 PUBLIC INTERFACE

=over 4

=cut

=item new()

create an object

    use Kernel::Config;
    use Kernel::System::Encode;
    use Kernel::System::Log;
    use Kernel::System::Main;
    use Kernel::System::Time;
    use Kernel::System::DB;
    use Kernel::System::Stats::Static::StaticStatsTemplate;

    my $ConfigObject = Kernel::Config->new();
    my $EncodeObject = Kernel::System::Encode->new(
        ConfigObject => $ConfigObject,
    );
    my $LogObject    = Kernel::System::Log->new(
        ConfigObject => $ConfigObject,
    );
    my $MainObject = Kernel::System::Main->new(
        ConfigObject => $ConfigObject,
        LogObject    => $LogObject,
    );
    my $TimeObject = Kernel::System::Time->new(
        ConfigObject => $ConfigObject,
        LogObject    => $LogObject,
    );
    my $DBObject = Kernel::System::DB->new(
        ConfigObject => $ConfigObject,
        LogObject    => $LogObject,
        MainObject   => $MainObject,
    );
    my $StatsObject = Kernel::System::Stats::Static::StaticStatsTemplate->new(
        ConfigObject => $ConfigObject,
        LogObject    => $LogObject,
        MainObject   => $MainObject,
        TimeObject   => $TimeObject,
        DBObject     => $DBObject,
        EncodeObject => $EncodeObject,
    );

=cut

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

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

    # check all needed objects
    for my $Needed (
        qw(DBObject ConfigObject LogObject
        TimeObject MainObject EncodeObject)
        )
    {
        $Self->{$Needed} = $Param{$Needed} || die "Got no $Needed";
    }

    # create needed objects
    $Self->{TypeObject}   = Kernel::System::Type->new( %{$Self} );
    $Self->{TicketObject} = Kernel::System::Ticket->new( %{$Self} );
    $Self->{QueueObject}  = Kernel::System::Queue->new( %{$Self} );

    return $Self;
}

=item Param()

Get all parameters a user can specify.

    my @Params = $StatsObject->Param();

=cut

sub Param {
    my $Self = shift;

    my %Queues = $Self->{QueueObject}->GetAllQueues();
    my %Types  = $Self->{TypeObject}->TypeList(
        Valid => 1,
    );

    my @Params = (
        {
            Frontend  => 'Type',
            Name      => 'TypeIDs',
            Multiple  => 1,
            Size      => 3,
            Data      => \%Types,
        },
        {
            Frontend  => 'Queue',
            Name      => 'QueueIDs',
            Multiple  => 1,
            Size      => 3,
            Data      => \%Queues,
        },
    );

    return @Params;
}

=item Run()

generate the statistic.

    my $StatsInfo = $StatsObject->Run(
        TypeIDs  => [
            1, 2, 4
        ],
        QueueIDs => [
            3, 4, 6
        ],
    );

=cut

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

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

    # set report title
    my $Title = 'Tickets per Queue';

    # table headlines
    my @HeadData = (
        'Ticket Number',
        'Queue',
        'Type',
    );

    my @Data;
    my @TicketIDs = $Self->{TicketObject}->TicketSearch(
        UserID     => 1,
        Result     => 'ARRAY',
        Permission => 'ro',
        %Param,
    );

    for my $TicketID ( @TicketIDs ) {
        my %Ticket = $Self->{TicketObject}->TicketGet(
            UserID => 1,
            TicketID => $TicketID,
        );
        push @Data, [ $Ticket{TicketNumber}, $Ticket{Queue}, $Ticket{Type} ];
    }

    return ( [$Title], [@HeadData], @Data );
}

1;
                

There is no configuration needed. Right after installation, the module is available to create a statistic for this module.

Use cases.

Caveats and Warnings for static stats.

Static stat modules are available since OTRS 1.3.

Standard OTRS versions 1.3 and 2.0 already facilitated the generation of stats. Various stats for OTRS versions 1.3 and 2.0 which have been specially developed to meet customers' requirements can be used in more recent versions too.

The files must merely be moved from the Kernel/System/Stats/ path to Kernel/System/Stats/Static/. Additionally the package name of the respective script must be amended by "::Static".

The following example shows how the first path is amended.

    package Kernel::System::Stats::AccountedTime;
                

    package Kernel::System::Stats::Static::AccountedTime;
                

You will need to create a new ticket number generator if the default modules don't provide the ticket number scheme you'd like to use.

This standard feature has been implemented with the ticket event module Kernel::System::Ticket::Event::ForceUnlock. When this feature is not wanted, then it can be turned off by unsetting the SysConfig entry Ticket::EventModulePost###910-ForceUnlockOnMove.

A customized OTRS might hold non-standard data in additional database tables. When a ticket is deleted then this additional data needs to be deleted. This functionality can be achieved with a ticket event module listening to 'TicketDelete' events.

A ticket event module listening to 'TicketCreate' can send out tweets.

In case that the provided network transports does not match the web service needs, then in this section a sample network transport module is shown and each subroutine is explained. Normally transport modules uses CPAN modules as backends for example the HTTP SOAP transport modules uses SOAP::Lite module as backend.

For this example a custom package is used to return the data without doing a real network request to a Remote System, instead this custom module acts as a loop-back interface.

# --
# Kernel/GenericInterface/Transport/HTTP/Test.pm - GenericInterface network transport interface for testing
# 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::GenericInterface::Transport::HTTP::Test;

use strict;
use warnings;

use HTTP::Request::Common;
use LWP::UserAgent;
use LWP::Protocol;

# prevent 'Used once' warning for Kernel::OM
use Kernel::System::ObjectManager;

our $ObjectManagerDisabled = 1;
                

This is common header that can be found in common OTRS modules. The class/package name is declared via the package keyword.

transports can not be instantiated by the Object Manager.

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

    my $Self = {};
    bless( $Self, $Type );

    for my $Needed (qw( DebuggerObject TransportConfig)) {
        $Self->{$Needed} = $Param{$Needed} || return {
            Success      => 0,
            ErrorMessage => "Got no $Needed!"
        };
    }

    return $Self;
}

                

The constructor 'new' creates a new instance of the class. According to the coding guidelines only objects of other classes not handled by the object manager that are needed in this module have to be created in "new".

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

    if ( $Self->{TransportConfig}->{Config}->{Fail} ) {

        return {
            Success      => 0,
            ErrorMessage => "HTTP status code: 500",
            Data         => {},
        };
    }

    my $ParamObject = $Kernel::OM->Get('Kernel::System::Web::Request');

    my %Result;
    for my $ParamName ( $ParamObject->GetParamNames() ) {
        $Result{$ParamName} = $ParamObject->GetParam( Param => $ParamName );
    }

    # special handling for empty post request
    if ( scalar keys %Result == 1 && exists $Result{POSTDATA} && !$Result{POSTDATA} ) {
        %Result = ();
    }

    if ( !%Result ) {

        return $Self->{DebuggerObject}->Error(
            Summary => 'No request data found.',
        );
    }

    return {
        Success   => 1,
        Data      => \%Result,
        Operation => 'test_operation',
    };
}
                

The 'ProviderProcessRequest' function gets the request form the Remote System (in this case the same OTRS) and extracts the data and the operation to perform from the request. For this example the operation is always 'test_operation'.

The way this function parse the request to get the data and the operation name, depends completely on the protocol to be implemented and the external modules that are used for.

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

    if ( $Self->{TransportConfig}->{Config}->{Fail} ) {

        return {
            Success      => 0,
            ErrorMessage => 'Test response generation failed',
        };
    }

    my $Response;

    if ( !$Param{Success} ) {
        $Response
            = HTTP::Response->new( 500 => ( $Param{ErrorMessage} || 'Internal Server Error' ) );
        $Response->protocol('HTTP/1.0');
        $Response->content_type("text/plain; charset=UTF-8");
        $Response->date(time);
    }
    else {

        # generate a request string from the data
        my $Request
            = HTTP::Request::Common::POST( 'http://testhost.local/', Content => $Param{Data} );

        $Response = HTTP::Response->new( 200 => "OK" );
        $Response->protocol('HTTP/1.0');
        $Response->content_type("text/plain; charset=UTF-8");
        $Response->add_content_utf8( $Request->content() );
        $Response->date(time);
    }

    $Self->{DebuggerObject}->Debug(
        Summary => 'Sending HTTP response',
        Data    => $Response->as_string(),
    );

    # now send response to client
    print STDOUT $Response->as_string();

    return {
        Success => 1,
    };
}
                

This function send the response back to the Remote System for the requested operation.

For this particular example we return an standard HTTP response success (200) or not (500), along with the required data on each case.

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

    if ( $Self->{TransportConfig}->{Config}->{Fail} ) {

        return {
            Success      => 0,
            ErrorMessage => "HTTP status code: 500",
            Data         => {},
        };
    }

    # use custom protocol handler to avoid sending out real network requests
    LWP::Protocol::implementor(
        testhttp => 'Kernel::GenericInterface::Transport::HTTP::Test::CustomHTTPProtocol'
    );
    my $UserAgent = LWP::UserAgent->new();
    my $Response = $UserAgent->post( 'testhttp://localhost.local/', Content => $Param{Data} );

    return {
        Success => 1,
        Data    => {
            ResponseContent => $Response->content(),
        },
    };
}
                

This is the only function that is used by OTRS as requester. It sends the request to the Remote System and waits for it response.

For this example we use a custom protocol handler to avoid send the request to the real network. this custom protocol is specified below.

package Kernel::GenericInterface::Transport::HTTP::Test::CustomHTTPProtocol;

use base qw(LWP::Protocol);

sub new {
    my $Class = shift;

    return $Class->SUPER::new(@_);
}

sub request {    ## no critic
    my $Self = shift;

    my ( $Request, $Proxy, $Arg, $Size, $Timeout ) = @_;

    my $Response = HTTP::Response->new( 200 => "OK" );
    $Response->protocol('HTTP/1.0');
    $Response->content_type("text/plain; charset=UTF-8");
    $Response->add_content_utf8( $Request->content() );
    $Response->date(time);

    #print $Request->as_string();
    #print $Response->as_string();

    return $Response;
}

                

This is the code for the custom protocol that we use. This approach is only useful for training or for testing environments where the Remote Systems are not available.

For a new module development we do not recommend to use this approach, a real protocol needs to be implemented.

There is the need to register this network transport module to be accessible in the OTRS GUI. This can be done using the XML configuration below.

<ConfigItem Name="GenericInterface::Transport::Module###HTTP::Test" Required="0" Valid="1">
    <Description Translatable="1">GenericInterface module registration for the transport layer.</Description>
    <Group>GenericInterface</Group>
    <SubGroup>GenericInterface::Transport::ModuleRegistration</SubGroup>
    <Setting>
        <Hash>
            <Item Key="Name">Test</Item>
            <Item Key="Protocol">HTTP</Item>
            <Item Key="ConfigDialog">AdminGenericInterfaceTransportHTTPTest</Item>
        </Hash>
    </Setting>
</ConfigItem>
                

In this section a sample mapping module is shown and each subroutine is explained.

# --
# Kernel/GenericInterface/Mapping/Test.pm - GenericInterface test data mapping backend
# 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::GenericInterface::Mapping::Test;

use strict;
use warnings;

use Kernel::System::VariableCheck qw(IsHashRefWithData IsStringWithData);

our $ObjectManagerDisabled = 1;
                

This is common header that can be found in common OTRS modules. The class/package name is declared via the package keyword.

We also include VariableCheck module to perform certain validation over some variables. Mappings can not be instantiated by the Object Manager.

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

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

    # check needed params
    for my $Needed (qw(DebuggerObject MappingConfig)) {
        if ( !$Param{$Needed} ) {

            return {
                Success      => 0,
                ErrorMessage => "Got no $Needed!"
            };
        }
        $Self->{$Needed} = $Param{$Needed};
    }

    # check mapping config
    if ( !IsHashRefWithData( $Param{MappingConfig} ) ) {

        return $Self->{DebuggerObject}->Error(
            Summary => 'Got no MappingConfig as hash ref with content!',
        );
    }

    # check config - if we have a map config, it has to be a non-empty hash ref
    if (
        defined $Param{MappingConfig}->{Config}
        && !IsHashRefWithData( $Param{MappingConfig}->{Config} )
        )
    {

        return $Self->{DebuggerObject}->Error(
            Summary => 'Got MappingConfig with Data, but Data is no hash ref with content!',
        );
    }

    return $Self;
}
                

The constructor 'new' creates a new instance of the class. According to the coding guidelines only objects of other classes not handled by the object manager that are needed in this module have to be created in "new".

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

    # check data - only accept undef or hash ref
    if ( defined $Param{Data} && ref $Param{Data} ne 'HASH' ) {

        return $Self->{DebuggerObject}->Error(
            Summary => 'Got Data but it is not a hash ref in Mapping Test backend!'
        );
    }

    # return if data is empty
    if ( !defined $Param{Data} || !%{ $Param{Data} } ) {

        return {
            Success => 1,
            Data    => {},
        };
    }

    # no config means that we just return input data
    if (
        !defined $Self->{MappingConfig}->{Config}
        || !defined $Self->{MappingConfig}->{Config}->{TestOption}
        )
    {

        return {
            Success => 1,
            Data    => $Param{Data},
        };
    }

    # check TestOption format
    if ( !IsStringWithData( $Self->{MappingConfig}->{Config}->{TestOption} ) ) {

        return $Self->{DebuggerObject}->Error(
            Summary => 'Got no TestOption as string with value!',
        );
    }

    # parse data according to configuration
    my $ReturnData = {};
    if ( $Self->{MappingConfig}->{Config}->{TestOption} eq 'ToUpper' ) {
        $ReturnData = $Self->_ToUpper( Data => $Param{Data} );
    }
    elsif ( $Self->{MappingConfig}->{Config}->{TestOption} eq 'ToLower' ) {
        $ReturnData = $Self->_ToLower( Data => $Param{Data} );
    }
    elsif ( $Self->{MappingConfig}->{Config}->{TestOption} eq 'Empty' ) {
        $ReturnData = $Self->_Empty( Data => $Param{Data} );
    }
    else {
        $ReturnData = $Param{Data};
    }

    # return result
    return {
        Success => 1,
        Data    => $ReturnData,
    };
}
                

The 'map' function is the main part of each mapping module, it receives the mapping configuration (rules) and the data in the original format (either OTRS or remote system format) and converts it to a new format, even the structure of the data can be changed during the mapping process.

In this particular example there are three rules to map the values this rules are set in the mapping configuration key "TestOption" and they are ToUpper, ToLower and Empty.

In this example no data key transformations were implemented.

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

    my $ReturnData = {};
    for my $Key ( sort keys %{ $Param{Data} } ) {
        $ReturnData->{$Key} = uc $Param{Data}->{$Key};
    }

    return $ReturnData;
}

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

    my $ReturnData = {};
    for my $Key ( sort keys %{ $Param{Data} } ) {
        $ReturnData->{$Key} = lc $Param{Data}->{$Key};
    }

    return $ReturnData;
}

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

    my $ReturnData = {};
    for my $Key ( sort keys %{ $Param{Data} } ) {
        $ReturnData->{$Key} = '';
    }

    return $ReturnData;
}

                

This are the helper functions that actually performs the string conversions

There is the need to register this mapping module to be accessible in the OTRS GUI. This can be done using the XML configuration below.

<ConfigItem Name="GenericInterface::Mapping::Module###Test" Required="0" Valid="1">
    <Description Translatable="1">GenericInterface module registration for the mapping layer.</Description>
    <Group>GenericInterface</Group>
    <SubGroup>GenericInterface::Mapping::ModuleRegistration</SubGroup>
    <Setting>
        <Hash>
            <Item Key="ConfigDialog"></Item>
        </Hash>
    </Setting>
</ConfigItem>
                

In this section a sample invoker module is shown and each subroutine is explained.

# --
# Kernel/GenericInterface/Invoker/Test.pm - GenericInterface test data Invoker backend
# 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::GenericInterface::Invoker::Test::Test;

use strict;
use warnings;

use Kernel::System::VariableCheck qw(IsString IsStringWithData);

# prevent 'Used once' warning for Kernel::OM
use Kernel::System::ObjectManager;

our $ObjectManagerDisabled = 1;
                

This is common header that can be found in common OTRS modules. The class/package name is declared via the package keyword. Invokers can not be instantiated by the Object Manager.

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

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

    # check needed params
    if ( !$Param{DebuggerObject} ) {
        return {
            Success      => 0,
            ErrorMessage => "Got no DebuggerObject!"
        };
    }

    $Self->{DebuggerObject} = $Param{DebuggerObject};

    return $Self;
}
                

The constructor 'new' creates a new instance of the class. According to the coding guidelines only objects of other classes not handled by the object manager that are needed in this module have to be created in "new".

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

    # we need a TicketNumber
    if ( !IsStringWithData( $Param{Data}->{TicketNumber} ) ) {
        return $Self->{DebuggerObject}->Error( Summary => 'Got no TicketNumber' );
    }

    my %ReturnData;

    $ReturnData{TicketNumber} = $Param{Data}->{TicketNumber};

    # check Action
    if ( IsStringWithData( $Param{Data}->{Action} ) ) {
        $ReturnData{Action} = $Param{Data}->{Action} . 'Test';
    }

    # check request for system time
    if ( IsStringWithData( $Param{Data}->{GetSystemTime} ) && $Param{Data}->{GetSystemTime} ) {
        $ReturnData{SystemTime} = $Kernel::OM->Get('Kernel::System::Time')->SystemTime();
    }

    return {
        Success => 1,
        Data    => \%ReturnData,
    };
}
                

The 'PrepareRequest' function is used to handle and collect all needed data to be sent into the request, here we can receive data from the request handler, use it, extend it, generate new data, and after that, we can transfer the results to the mapping layer.

For this example we are expecting to receive a ticket number, if there isn't then we use the debugger method "Error()" that creates an entry in the debug log and also returns a structure with the parameter Success as 0 and Error Message as the passed summary.

Also this example appends the word "Test" to the parameter "Action" and if GetSystemTime is requested, it will fill the SystemTime parameter with the current system time. This part of the code is to prepare the data to be sent, on a real invoker some calls to core modules (Kernel/System/*.pm) should be made here.

If during any part of the 'PrepareRequest' function the request need to be stop without generating and error an entry in the debug log the following code can be used:

# stop requester communication
return {
    Success           => 1,
    StopCommunication => 1,
};
                

Using this, the Requester will understand that the request should not continue ( it will not be sent to Mapping layer and will also not be sent to the Network Transport) Requester will not send an error on the debug log. it will only silently stop.

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

    # if there was an error in the response, forward it
    if ( !$Param{ResponseSuccess} ) {
        if ( !IsStringWithData( $Param{ResponseErrorMessage} ) ) {

            return $Self->{DebuggerObject}->Error(
                Summary => 'Got response error, but no response error message!',
            );
        }

        return {
            Success      => 0,
            ErrorMessage => $Param{ResponseErrorMessage},
        };
    }

    # we need a TicketNumber
    if ( !IsStringWithData( $Param{Data}->{TicketNumber} ) ) {

        return $Self->{DebuggerObject}->Error( Summary => 'Got no TicketNumber!' );
    }

    # prepare TicketNumber
    my %ReturnData = (
        TicketNumber => $Param{Data}->{TicketNumber},
    );

    # check Action
    if ( IsStringWithData( $Param{Data}->{Action} ) ) {
        if ( $Param{Data}->{Action} !~ m{ \A ( .*? ) Test \z }xms ) {

            return $Self->{DebuggerObject}->Error(
                Summary => 'Got Action but it is not in required format!',
            );
        }
        $ReturnData{Action} = $1;
    }

    return {
        Success => 1,
        Data    => \%ReturnData,
    };
}
                

The 'HandleResponse' function is used to receive and process the data from the previous request, that was made to the Remote System this data already passed by Mapping layer, to transform it from Remote System format to OTRS format (if needed).

For this particular example it checks the ticket number again and check if the action ends with the word 'Test' (as was done in the 'PrepareRequest' function).

Remember This invoker is only used for tests, a real invoker will check if the response was on the format described by the Remote System and can perform some actions like: call another invoker, perform an call to a Core Module, update the database, send an error, etc.

There is the need to register this invoker module to be accessible in the OTRS GUI. This can be done using the XML configuration below.

<ConfigItem Name="GenericInterface::Invoker::Module###Test::Test" Required="0" Valid="1">
    <Description Translatable="1">GenericInterface module registration for the invoker layer.</Description>
    <Group>GenericInterface</Group>
    <SubGroup>GenericInterface::Invoker::ModuleRegistration</SubGroup>
    <Setting>
        <Hash>
            <Item Key="Name">Test</Item>
            <Item Key="Controller">Test</Item>
            <Item Key="ConfigDialog">AdminGenericInterfaceInvokerDefault</Item>
        </Hash>
    </Setting>
</ConfigItem>
                

In this section a sample operation module is shown and each subroutine is explained.

# --
# Kernel/GenericInterface/Operation/Test/Test.pm - GenericInterface test operation backend
# 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::GenericInterface::Operation::Test::Test;

use strict;
use warnings;

use Kernel::System::VariableCheck qw(IsHashRefWithData);

our $ObjectManagerDisabled = 1;
                

This is common header that can be found in common OTRS modules. The class/package name is declared via the package keyword.

We also include VariableCheck module to perform certain validation over some variables. Operations can not be instantiated by the Object Manager.

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

    my $Self = {};
    bless( $Self, $Type );

    # check needed objects
    for my $Needed (qw(DebuggerObject)) {
        if ( !$Param{$Needed} ) {
            return {
                Success      => 0,
                ErrorMessage => "Got no $Needed!"
            };
        }

        $Self->{$Needed} = $Param{$Needed};
    }

    return $Self;
}
                

The constructor 'new' creates a new instance of the class. According to the coding guidelines only objects of other classes not handled by the object manager that are needed in this module have to be created in "new".

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

    # check data - only accept undef or hash ref
    if ( defined $Param{Data} && ref $Param{Data} ne 'HASH' ) {

        return $Self->{DebuggerObject}->Error(
            Summary => 'Got Data but it is not a hash ref in Operation Test backend)!'
        );
    }

    if ( defined $Param{Data} && $Param{Data}->{TestError} ) {

        return {
            Success      => 0,
            ErrorMessage => "Error message for error code: $Param{Data}->{TestError}",
            Data         => {
                ErrorData => $Param{Data}->{ErrorData},
            },
        };
    }

    # copy data
    my $ReturnData;

    if ( ref $Param{Data} eq 'HASH' ) {
        $ReturnData = \%{ $Param{Data} };
    }
    else {
        $ReturnData = undef;
    }

    # return result
    return {
        Success => 1,
        Data    => $ReturnData,
    };
}
                

The 'Run' function is the main part of each operation, it receives all internal mapped data from remote system needed by the provider to execute the action, it performs the action and returns the result to the provider to be external mapped and deliver back to the remote system.

This particular example returns the same data as came from the remote system, unless "TestError" parameter is passed in this case it returns an error.

There is the need to register this operation module to be accessible in the OTRS GUI. This can be done using the XML configuration below.

<ConfigItem Name="GenericInterface::Operation::Module###Test::Test" Required="0" Valid="1">
    <Description Translatable="1">GenericInterface module registration for the operation layer.</Description>
    <Group>GenericInterface</Group>
    <SubGroup>GenericInterface::Operation::ModuleRegistration</SubGroup>
    <Setting>
        <Hash>
            <Item Key="Name">Test</Item>
            <Item Key="Controller">Test</Item>
            <Item Key="ConfigDialog">AdminGenericInterfaceOperationDefault</Item>
        </Hash>
    </Setting>
</ConfigItem>
                

In this section a sample scheduler task handler module is shown and each subroutine is explained.

# --
# Kernel/Scheduler/TaskHandler/Test.pm - Scheduler task handler test backend
# 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::Scheduler::TaskHandler::Test;

use strict;
use warnings;

use vars qw(@ISA);
                

This is common header that can be found in common OTRS modules. The class/package name is declared via the package keyword.

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

    my $Self = {};
    bless( $Self, $Type );

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

    return $Self;
}
                

The constructor 'new' creates a new instance of the class. According to the coding guidelines objects of other classes that are needed in this module have to be created in "new".

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

    # check data - we need a hash ref
    if ( $Param{Data} && ref $Param{Data} ne 'HASH' ) {
        $Self->{LogObject}->Log(
            Priority => 'error',
            Message  => 'Got no valid Data!',
        );

        return {
            Success => 0,
        };
    }

    # create tmp file
    if ( $Param{Data}->{File} ) {
        my $Content = 123;
        return if !$Self->{MainObject}->FileWrite(
            Location => $Param{Data}->{File},
            Content  => \$Content,
        );
    }

    # re schedule with new time
    return {
        Success    => $Param{Data}->{Success},
        ReSchedule => $Param{Data}->{ReSchedule},
        DueTime    => $Param{Data}->{ReScheduleDueTime},
        Data       => $Param{Data}->{ReScheduleData},
    };
}
                

The 'Run' function is the main part of the module it checks the incoming data, make calls to other OTRS modules to execute the tasks, waits for the task result and based on the result information it determines if the task was successfully executed or not and if the task needs to be re-schedule itself, when and with which data.

For this testing example if the parameter "File" exists in the incoming data, a new file is to be created on the file system by the task handler, depending of the success of this, the task handler will continue to the rest part of the code where base it decisions for the returning structure on the previously provided data.

On real task handler backends the decisions for the returning structure could be based on the task handler backend logics, the task execution results, configuration settings, etc.

Normally called as "BackendObject" in the frontend modules is the mediator between the frontend modules and each specific Dynamic Field implementation or Driver. It defines a Generic middle API for all Dynamic Field Drivers, and each Driver has the responsibility to implement the middle API for the specific needs for the field.

The Dynamic Field Backend is the master controller of all the Drivers, each function in this module is responsible to check the required parameters and call the same function in the specific Driver according to the Dynamic Field Configuration parameter received.

This module is also responsible to call specific functions on each Object Type Delegate (like Ticket or Article) e.g. to add a history entry or fire an event.

This module is located in $OTRS_HOME/Kernel/System/DynamicField/Backend.pm.

A Dynamic Field Driver is the implementation of the Dynamic Field. Each Driver must implement all the mandatory functions specified in the Backend. (there are some functions that depends on a behavior and it is not needed to implement those if the Dynamic Field does not have that particular behavior)

A Driver is responsible to know how to get its own value or values from a web request, or from a profile (like a search profile), it also needs to know the HTML code to render the field in edit or display screens, or how to interact with the stats module, among other functions.

This modules are located in $OTRS_HOME/Kernel/System/DynamicField/Driver/*.pm.

It exists some base drivers like Base.pm BaseText.pm, BaseSelect.pm and BaseDateTime.pm, that implements common functions for certain drivers (e.g Driver TextArea.pm uses BaseText.pm that also uses Base.pm then TextArea only needs to implement the functions that are missing in Base.pm and BateText.pm or the ones that are special cases)

The following is the Drivers inheritance tree:

An Object Type Delegate is responsible to perform specific functions on the object linked to the dynamic field. This functions are triggered by the BackendObject as they are needed.

This modules are located in $OTRS_HOME/Kernel/System/DynamicField/ObjectType/*.pm.

This module is responsible to manage the Dynamic Field definitions, it provides the basic API for add, change, delete, list and get Dynamic Fields and is located in $OTRS_HOME/Kernel/System/DynamicField.pm.

This module is responsible to read and write Dynamic Field values into the from and into the database this module is highly use by the Drivers and is located in $OTRS_HOME/Kernel/System/DynamicFieldValue.pm.

The configuration files are used to register the Dynamic Field Types (Driver) and the Object Type Drivers for the BackendObject. They also store standard registrations for Admin Modules in the framework.

<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
            

    <ConfigItem Name="DynamicFields::Driver###Password" Required="0" Valid="1">
        <Description Translatable="1">DynamicField backend registration.</Description>
        <Group>DynamicFieldPassword</Group>
        <SubGroup>DynamicFields::Backend::Registration</SubGroup>
        <Setting>
            <Hash>
                <Item Key="DisplayName" Translatable="1">Password</Item>
                <Item Key="Module">Kernel::System::DynamicField::Driver::Password</Item>
                <Item Key="ConfigDialog">AdminDynamicFieldPassword</Item>
            </Hash>
        </Setting>
    </ConfigItem>
            

    <ConfigItem Name="Frontend::Module###AdminDynamicFieldPassword" Required="0" Valid="1">
        <Description Translatable="1">Frontend module registration for the agent interface.</Description>
        <Group>DynamicFieldPassword</Group>
        <SubGroup>Frontend::Admin::ModuleRegistration</SubGroup>
        <Setting>
            <FrontendModuleReg>
                <Group>admin</Group>
                <Description>Admin</Description>
                <Title Translatable="1">Dynamic Fields Text Backend GUI</Title>
                <Loader>
                    <JavaScript>Core.Agent.Admin.DynamicField.js</JavaScript>
                </Loader>
            </FrontendModuleReg>
        </Setting>
    </ConfigItem>
            

</otrs_config>
            

The Admin Dialogs are standard Admin modules to manage (add or edit) the Dynamic Fields.

# --
# Kernel/Modules/AdminDynamicFieldPassword.pm - provides a dynamic fields password config view for admins
# 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::Modules::AdminDynamicFieldPassword;

use strict;
use warnings;

use Kernel::System::VariableCheck qw(:all);
use Kernel::System::Valid;
use Kernel::System::CheckItem;
use Kernel::System::DynamicField;
            

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

    my $Self = {%Param};
    bless( $Self, $Type );

    for (qw(ParamObject LayoutObject LogObject ConfigObject)) {
        if ( !$Self->{$_} ) {
            $Self->{LayoutObject}->FatalError( Message => "Got no $_!" );
        }
    }

    # create additional objects
    $Self->{ValidObject} = Kernel::System::Valid->new( %{$Self} );

    $Self->{DynamicFieldObject} = Kernel::System::DynamicField->new( %{$Self} );

    # get configured object types
    $Self->{ObjectTypeConfig} = $Self->{ConfigObject}->Get('DynamicFields::ObjectType');

    # get the fields config
    $Self->{FieldTypeConfig} = $Self->{ConfigObject}->Get('DynamicFields::Backend') || {};

    $Self->{DefaultValueMask} = '****';
    return $Self;
}
            

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

    if ( $Self->{Subaction} eq 'Add' ) {
        return $Self->_Add(
            %Param,
        );
    }
    elsif ( $Self->{Subaction} eq 'AddAction' ) {

        # challenge token check for write action
        $Self->{LayoutObject}->ChallengeTokenCheck();

        return $Self->_AddAction(
            %Param,
        );
    }
    if ( $Self->{Subaction} eq 'Change' ) {

        return $Self->_Change(
            %Param,
        );
    }
    elsif ( $Self->{Subaction} eq 'ChangeAction' ) {

        # challenge token check for write action
        $Self->{LayoutObject}->ChallengeTokenCheck();

        return $Self->_ChangeAction(
            %Param,
        );
    }

    return $Self->{LayoutObject}->ErrorScreen(
        Message => "Undefined subaction.",
    );
}
            

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

    my %GetParam;
    for my $Needed (qw(ObjectType FieldType FieldOrder)) {
        $GetParam{$Needed} = $Self->{ParamObject}->GetParam( Param => $Needed );
        if ( !$Needed ) {

            return $Self->{LayoutObject}->ErrorScreen(
                Message => "Need $Needed",
            );
        }
    }

    # get the object type and field type display name
    my $ObjectTypeName = $Self->{ObjectTypeConfig}->{ $GetParam{ObjectType} }->{DisplayName} || '';
    my $FieldTypeName  = $Self->{FieldTypeConfig}->{ $GetParam{FieldType} }->{DisplayName}   || '';

    return $Self->_ShowScreen(
        %Param,
        %GetParam,
        Mode           => 'Add',
        ObjectTypeName => $ObjectTypeName,
        FieldTypeName  => $FieldTypeName,
    );
}
            

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

    my %Errors;
    my %GetParam;

    for my $Needed (qw(Name Label FieldOrder)) {
        $GetParam{$Needed} = $Self->{ParamObject}->GetParam( Param => $Needed );
        if ( !$GetParam{$Needed} ) {
            $Errors{ $Needed . 'ServerError' }        = 'ServerError';
            $Errors{ $Needed . 'ServerErrorMessage' } = 'This field is required.';
        }
    }

    if ( $GetParam{Name} ) {

        # check if name is alphanumeric
        if ( $GetParam{Name} !~ m{\A ( ?: [a-zA-Z] | \d )+ \z}xms ) {

            # add server error error class
            $Errors{NameServerError} = 'ServerError';
            $Errors{NameServerErrorMessage} =
                'The field does not contain only ASCII letters and numbers.';
        }

        # check if name is duplicated
        my %DynamicFieldsList = %{
            $Self->{DynamicFieldObject}->DynamicFieldList(
                Valid      => 0,
                ResultType => 'HASH',
                )
        };

        %DynamicFieldsList = reverse %DynamicFieldsList;

        if ( $DynamicFieldsList{ $GetParam{Name} } ) {

            # add server error error class
            $Errors{NameServerError}        = 'ServerError';
            $Errors{NameServerErrorMessage} = 'There is another field with the same name.';
        }
    }

    if ( $GetParam{FieldOrder} ) {

        # check if field order is numeric and positive
        if ( $GetParam{FieldOrder} !~ m{\A ( ?: \d )+ \z}xms ) {

            # add server error error class
            $Errors{FieldOrderServerError}        = 'ServerError';
            $Errors{FieldOrderServerErrorMessage} = 'The field must be numeric.';
        }
    }

    for my $ConfigParam (
        qw(
        ObjectType ObjectTypeName FieldType FieldTypeName DefaultValue ValidID ShowValue
        ValueMask
        )
        )
    {
        $GetParam{$ConfigParam} = $Self->{ParamObject}->GetParam( Param => $ConfigParam );
    }

    # uncorrectable errors
    if ( !$GetParam{ValidID} ) {

        return $Self->{LayoutObject}->ErrorScreen(
            Message => "Need ValidID",
        );
    }

    # return to add screen if errors
    if (%Errors) {

        return $Self->_ShowScreen(
            %Param,
            %Errors,
            %GetParam,
            Mode => 'Add',
        );
    }

    # set specific config
    my $FieldConfig = {
        DefaultValue => $GetParam{DefaultValue},
        ShowValue    => $GetParam{ShowValue},
        ValueMask    => $GetParam{ValueMask} || $Self->{DefaultValueMask},
    };

    # create a new field
    my $FieldID = $Self->{DynamicFieldObject}->DynamicFieldAdd(
        Name       => $GetParam{Name},
        Label      => $GetParam{Label},
        FieldOrder => $GetParam{FieldOrder},
        FieldType  => $GetParam{FieldType},
        ObjectType => $GetParam{ObjectType},
        Config     => $FieldConfig,
        ValidID    => $GetParam{ValidID},
        UserID     => $Self->{UserID},
    );

    if ( !$FieldID ) {

        return $Self->{LayoutObject}->ErrorScreen(
            Message => "Could not create the new field",
        );
    }

    return $Self->{LayoutObject}->Redirect(
        OP => "Action=AdminDynamicField",
    );
}
            

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

    my %GetParam;
    for my $Needed (qw(ObjectType FieldType)) {
        $GetParam{$Needed} = $Self->{ParamObject}->GetParam( Param => $Needed );
        if ( !$Needed ) {

            return $Self->{LayoutObject}->ErrorScreen(
                Message => "Need $Needed",
            );
        }
    }

    # get the object type and field type display name
    my $ObjectTypeName = $Self->{ObjectTypeConfig}->{ $GetParam{ObjectType} }->{DisplayName} || '';
    my $FieldTypeName  = $Self->{FieldTypeConfig}->{ $GetParam{FieldType} }->{DisplayName}   || '';

    my $FieldID = $Self->{ParamObject}->GetParam( Param => 'ID' );

    if ( !$FieldID ) {

        return $Self->{LayoutObject}->ErrorScreen(
            Message => "Need ID",
        );
    }

    # get dynamic field data
    my $DynamicFieldData = $Self->{DynamicFieldObject}->DynamicFieldGet(
        ID => $FieldID,
    );

    # check for valid dynamic field configuration
    if ( !IsHashRefWithData($DynamicFieldData) ) {

        return $Self->{LayoutObject}->ErrorScreen(
            Message => "Could not get data for dynamic field $FieldID",
        );
    }

    my %Config = ();

    # extract configuration
    if ( IsHashRefWithData( $DynamicFieldData->{Config} ) ) {
        %Config = %{ $DynamicFieldData->{Config} };
    }

    return $Self->_ShowScreen(
        %Param,
        %GetParam,
        %${DynamicFieldData},
        %Config,
        ID             => $FieldID,
        Mode           => 'Change',
        ObjectTypeName => $ObjectTypeName,
        FieldTypeName  => $FieldTypeName,
    );
}
            

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

    my %Errors;
    my %GetParam;

    for my $Needed (qw(Name Label FieldOrder)) {
        $GetParam{$Needed} = $Self->{ParamObject}->GetParam( Param => $Needed );
        if ( !$GetParam{$Needed} ) {
            $Errors{ $Needed . 'ServerError' }        = 'ServerError';
            $Errors{ $Needed . 'ServerErrorMessage' } = 'This field is required.';
        }
    }

    my $FieldID = $Self->{ParamObject}->GetParam( Param => 'ID' );
    if ( !$FieldID ) {

        return $Self->{LayoutObject}->ErrorScreen(
            Message => "Need ID",
        );
    }

    if ( $GetParam{Name} ) {

        # check if name is lowercase
        if ( $GetParam{Name} !~ m{\A ( ?: [a-zA-Z] | \d )+ \z}xms ) {

            # add server error error class
            $Errors{NameServerError} = 'ServerError';
            $Errors{NameServerErrorMessage} =
                'The field does not contain only ASCII letters and numbers.';
        }

        # check if name is duplicated
        my %DynamicFieldsList = %{
            $Self->{DynamicFieldObject}->DynamicFieldList(
                Valid      => 0,
                ResultType => 'HASH',
                )
        };

        %DynamicFieldsList = reverse %DynamicFieldsList;

        if (
            $DynamicFieldsList{ $GetParam{Name} } &&
            $DynamicFieldsList{ $GetParam{Name} } ne $FieldID
            )
        {

            # add server error class
            $Errors{NameServerError}        = 'ServerError';
            $Errors{NameServerErrorMessage} = 'There is another field with the same name.';
        }
    }

    if ( $GetParam{FieldOrder} ) {

        # check if field order is numeric and positive
        if ( $GetParam{FieldOrder} !~ m{\A ( ?: \d )+ \z}xms ) {

            # add server error error class
            $Errors{FieldOrderServerError}        = 'ServerError';
            $Errors{FieldOrderServerErrorMessage} = 'The field must be numeric.';
        }
    }

    for my $ConfigParam (
        qw(
        ObjectType ObjectTypeName FieldType FieldTypeName DefaultValue ValidID ShowValue
        ValueMask
        )
        )
    {
        $GetParam{$ConfigParam} = $Self->{ParamObject}->GetParam( Param => $ConfigParam );
    }

    # uncorrectable errors
    if ( !$GetParam{ValidID} ) {

        return $Self->{LayoutObject}->ErrorScreen(
            Message => "Need ValidID",
        );
    }

    # get dynamic field data
    my $DynamicFieldData = $Self->{DynamicFieldObject}->DynamicFieldGet(
        ID => $FieldID,
    );

    # check for valid dynamic field configuration
    if ( !IsHashRefWithData($DynamicFieldData) ) {

        return $Self->{LayoutObject}->ErrorScreen(
            Message => "Could not get data for dynamic field $FieldID",
        );
    }

    # return to change screen if errors
    if (%Errors) {

        return $Self->_ShowScreen(
            %Param,
            %Errors,
            %GetParam,
            ID   => $FieldID,
            Mode => 'Change',
        );
    }

    # set specific config
    my $FieldConfig = {
        DefaultValue => $GetParam{DefaultValue},
        ShowValue    => $GetParam{ShowValue},
        ValueMask    => $GetParam{ValueMask},
    };

    # update dynamic field (FieldType and ObjectType cannot be changed; use old values)
    my $UpdateSuccess = $Self->{DynamicFieldObject}->DynamicFieldUpdate(
        ID         => $FieldID,
        Name       => $GetParam{Name},
        Label      => $GetParam{Label},
        FieldOrder => $GetParam{FieldOrder},
        FieldType  => $DynamicFieldData->{FieldType},
        ObjectType => $DynamicFieldData->{ObjectType},
        Config     => $FieldConfig,
        ValidID    => $GetParam{ValidID},
        UserID     => $Self->{UserID},
    );

    if ( !$UpdateSuccess ) {

        return $Self->{LayoutObject}->ErrorScreen(
            Message => "Could not update the field $GetParam{Name}",
        );
    }

    return $Self->{LayoutObject}->Redirect(
        OP => "Action=AdminDynamicField",
    );
}
            

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

    $Param{DisplayFieldName} = 'New';

    if ( $Param{Mode} eq 'Change' ) {
        $Param{ShowWarning}      = 'ShowWarning';
        $Param{DisplayFieldName} = $Param{Name};
    }

    # header
    my $Output = $Self->{LayoutObject}->Header();
    $Output .= $Self->{LayoutObject}->NavigationBar();

    # get all fields
    my $DynamicFieldList = $Self->{DynamicFieldObject}->DynamicFieldListGet(
        Valid => 0,
    );

    # get the list of order numbers (is already sorted).
    my @DynamicfieldOrderList;
    for my $Dynamicfield ( @{$DynamicFieldList} ) {
        push @DynamicfieldOrderList, $Dynamicfield->{FieldOrder};
    }

    # when adding we need to create an extra order number for the new field
    if ( $Param{Mode} eq 'Add' ) {

        # get the last element form the order list and add 1
        my $LastOrderNumber = $DynamicfieldOrderList[-1];
        $LastOrderNumber++;

        # add this new order number to the end of the list
        push @DynamicfieldOrderList, $LastOrderNumber;
    }

    my $DynamicFieldOrderSrtg = $Self->{LayoutObject}->BuildSelection(
        Data          => \@DynamicfieldOrderList,
        Name          => 'FieldOrder',
        SelectedValue => $Param{FieldOrder} || 1,
        PossibleNone  => 0,
        Class         => 'W50pc Validate_Number',
    );

    my %ValidList = $Self->{ValidObject}->ValidList();

    # create the Validity select
    my $ValidityStrg = $Self->{LayoutObject}->BuildSelection(
        Data         => \%ValidList,
        Name         => 'ValidID',
        SelectedID   => $Param{ValidID} || 1,
        PossibleNone => 0,
        Translation  => 1,
        Class        => 'W50pc',
    );

    # define config field specific settings
    my $DefaultValue = ( defined $Param{DefaultValue} ? $Param{DefaultValue} : '' );

    # create the Show value select
    my $ShowValueStrg = $Self->{LayoutObject}->BuildSelection(
        Data => [ 'No', 'Yes' ],
        Name => 'ShowValue',
        SelectedValue => $Param{ShowValue} || 'No',
        PossibleNone  => 0,
        Translation   => 1,
        Class         => 'W50pc',
    );

    # generate output
    $Output .= $Self->{LayoutObject}->Output(
        TemplateFile => 'AdminDynamicFieldPassword',
        Data         => {
            %Param,
            ValidityStrg          => $ValidityStrg,
            DynamicFieldOrderSrtg => $DynamicFieldOrderSrtg,
            DefaultValue          => $DefaultValue,
            ShowValueStrg         => $ShowValueStrg,
            ValueMask             => $Param{ValueMask} || $Self->{DefaultValueMask},
        },
    );

    $Output .= $Self->{LayoutObject}->Footer();

    return $Output;
}

1;
            

The template is the place where the HTML code of the dialog is stored.

# --
# AdminDynamicFieldPassword.tt - provides HTML form for AdminDynamicFieldPassword
# 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.
# --
            

<div class="MainBox ARIARoleMain LayoutFixedSidebar SidebarFirst">
    <h1>[% Translate("Dynamic Fields") | html %] - [% Translate(Data.ObjectTypeName) | html %]: [% Translate(Data.Mode) | html %] [% Translate(Data.FieldTypeName) | html %] [% Translate("Field") | html %]</h1>

    <div class="Clear"></div>

    <div class="SidebarColumn">
        <div class="WidgetSimple">
            <div class="Header">
                <h2>[% Translate("Actions") | html %]</h2>
            </div>
            <div class="Content">
                <ul class="ActionList">
                    <li>
                        <a href="[% Env("Baselink") %]Action=AdminDynamicField" class="CallForAction"><span>[% Translate("Go back to overview") | html %]</span></a>
                    </li>
                </ul>
            </div>
        </div>
    </div>
            

    <div class="ContentColumn">
        <form action="[% Env("CGIHandle") %]" method="post" class="Validate PreventMultipleSubmits">
            <input type="hidden" name="Action" value="AdminDynamicFieldPassword" />
            <input type="hidden" name="Subaction" value="[% Data.Mode | html %]Action" />
            <input type="hidden" name="ObjectType" value="[% Data.ObjectType | html %]" />
            <input type="hidden" name="FieldType" value="[% Data.FieldType | html %]" />
            <input type="hidden" name="ID" value="[% Data.ID | html %]" />
            

            <div class="WidgetSimple">
                <div class="Header">
                    <h2>[% Translate("General") | html %]</h2>
                </div>
                <div class="Content">
                    <div class="LayoutGrid ColumnsWithSpacing">
                        <div class="Size1of2">
                            <fieldset class="TableLike">
                                <label class="Mandatory" for="Name"><span class="Marker">*</span> [% Translate("Name") | html %]:</label>
                                <div class="Field">
                                    <input id="Name" class="W50pc [% Data.NameServerError | html %] [% Data.ShowWarning | html %]  Validate_Alphanumeric" type="text" maxlength="200" value="[% Data.Name | html %]" name="Name"/>
                                    <div id="NameError" class="TooltipErrorMessage"><p>[% Translate("This field is required, and the value should be alphabetic and numeric characters only.") | html %]</p></div>
                                    <div id="NameServerError" class="TooltipErrorMessage"><p>[% Translate(Data.NameServerErrorMessage) | html %]</p></div>
                                    <p class="FieldExplanation">[% Translate("Must be unique and only accept alphabetic and numeric characters.") | html %]</p>
                                    <p class="Warning Hidden">[% Translate("Changing this value will require manual changes in the system.") | html %]</p>
                                </div>
                                <div class="Clear"></div>

                                <label class="Mandatory" for="Label"><span class="Marker">*</span> [% Translate("Label") | html %]:</label>
                                <div class="Field">
                                    <input id="Label" class="W50pc [% Data.LabelServerError | html %] Validate_Required" type="text" maxlength="200" value="[% Data.Label | html %]" name="Label"/>
                                    <div id="LabelError" class="TooltipErrorMessage"><p>[% Translate("This field is required.") | html %]</p></div>
                                    <div id="LabelServerError" class="TooltipErrorMessage"><p>[% Translate(Data.LabelServerErrorMessage) | html %]</p></div>
                                    <p class="FieldExplanation">[% Translate("This is the name to be shown on the screens where the field is active.") | html %]</p>
                                </div>
                                <div class="Clear"></div>

                                <label class="Mandatory" for="FieldOrder"><span class="Marker">*</span> [% Translate("Field order") | html %]:</label>
                                <div class="Field">
                                    [% Data.DynamicFieldOrderSrtg %]
                                    <div id="FieldOrderError" class="TooltipErrorMessage"><p>[% Translate("This field is required and must be numeric.") | html %]</p></div>
                                    <div id="FieldOrderServerError" class="TooltipErrorMessage"><p>[% Translate(Data.FieldOrderServerErrorMessage) | html %]</p></div>
                                    <p class="FieldExplanation">[% Translate("This is the order in which this field will be shown on the screens where is active.") | html %]</p>
                                </div>
                                <div class="Clear"></div>
                            </fieldset>
                        </div>
                        <div class="Size1of2">
                            <fieldset class="TableLike">
                                <label for="ValidID">[% Translate("Validity") | html %]:</label>
                                <div class="Field">
                                    [% Data.ValidityStrg %]
                                </div>
                                <div class="Clear"></div>

                                <div class="SpacingTop"></div>
                                <label for="FieldTypeName">[% Translate("Field type") | html %]:</label>
                                <div class="Field">
                                    <input id="FieldTypeName" readonly="readonly" class="W50pc" type="text" maxlength="200" value="[% Data.FieldTypeName | html %]" name="FieldTypeName"/>
                                    <div class="Clear"></div>
                                </div>

                                <div class="SpacingTop"></div>
                                <label for="ObjectTypeName">[% Translate("Object type") | html %]:</label>
                                <div class="Field">
                                    <input id="ObjectTypeName" readonly="readonly" class="W50pc" type="text" maxlength="200" value="[% Data.ObjectTypeName | html %]" name="ObjectTypeName"/>
                                    <div class="Clear"></div>
                                </div>
                            </fieldset>
                        </div>
                    </div>
                </div>
            </div>
            

            <div class="WidgetSimple">
                <div class="Header">
                    <h2>[% Translate(Data.FieldTypeName) | html %] [% Translate("Field Settings") | html %]</h2>
                </div>
                <div class="Content">
                    <fieldset class="TableLike">

                        <label for="DefaultValue">[% Translate("Default value") | html %]:</label>
                        <div class="Field">
                            <input id="DefaultValue" class="W50pc" type="text" maxlength="200" value="[% Data.DefaultValue | html %]" name="DefaultValue"/>
                            <p class="FieldExplanation">[% Translate("This is the default value for this field.") | html %]</p>
                        </div>
                        <div class="Clear"></div>

                        <label for="ShowValue">[% Translate("Show value") | html %]:</label>
                        <div class="Field">
                            [% Data.ShowValueStrg %]
                            <p class="FieldExplanation">
                                [% Translate("To reveal the field value in non edit screens ( e.g. Ticket Zoom Screen )") | html %]
                            </p>
                        </div>
                        <div class="Clear"></div>

                        <label for="ValueMask">[% Translate("Hidden value mask") | html %]:</label>
                        <div class="Field">
                            <input id="ValueMask" class="W50pc" type="text" maxlength="200" value="[% Data.ValueMask | html %]" name="ValueMask"/>
                            <p class="FieldExplanation">
                                [% Translate("This is the alternate value to show if Show value is set to \"No\" ( Default: **** ).") | html %]
                            </p>
                        </div>
                        <div class="Clear"></div>

                    </fieldset>
                </div>
            </div>
            

            <fieldset class="TableLike">
                <div class="Field SpacingTop">
                    <button type="submit" class="Primary" value="[% Translate("Save") | html %]">[% Translate("Save") | html %]</button>
                    [% Translate("or") | html %]
                    <a href="[% Env("Baselink") %]Action=AdminDynamicField">[% Translate("Cancel") | html %]</a>
                </div>
                <div class="Clear"></div>
            </fieldset>
        </form>
    </div>
</div>
[% WRAPPER JSOnDocumentComplete %]
<script type="text/javascript">//<![CDATA[
$('.ShowWarning').bind('change keyup', function (Event) {
    $('p.Warning').removeClass('Hidden');
});

Core.Agent.Admin.DynamicField.ValidationInit();
//]]></script>
[% END %]
            

The driver is the Dynamic Field. It contains several functions that are used wide in the OTRS framework. A driver can inherit some functions form base classes, for example TextArea driver inherit most of the functions from Base.pm and BaseText.pm and it only implements the functions that requires different logic or results. Checkbox field driver only inherits from Base.pm as all other functions are very different from any other Base driver.

# --
# Kernel/System/DynamicField/Driver/Password.pm - Driver for DynamicField Password backend
# 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::DynamicField::Driver::Password;

use strict;
use warnings;

use Kernel::System::VariableCheck qw(:all);
use Kernel::System::DynamicFieldValue;

use base qw(Kernel::System::DynamicField::Driver::BaseText);

our @ObjectDependencies = (
    'Kernel::Config',
    'Kernel::System::DynamicFieldValue',
    'Kernel::System::Main',
);
            

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

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

    # set field behaviors
    $Self->{Behaviors} = {
        'IsACLReducible'               => 0,
        'IsNotificationEventCondition' => 1,
        'IsSortable'                   => 0,
        'IsFiltrable'                  => 0,
        'IsStatsCondition'             => 1,
        'IsCustomerInterfaceCapable'   => 1,
    };

    # get the Dynamic Field Backend custom extensions
    my $DynamicFieldDriverExtensions
        = $Kernel::OM->Get('Kernel::Config')->Get('DynamicFields::Extension::Driver::Password');

    EXTENSION:
    for my $ExtensionKey ( sort keys %{$DynamicFieldDriverExtensions} ) {

        # skip invalid extensions
        next EXTENSION if !IsHashRefWithData( $DynamicFieldDriverExtensions->{$ExtensionKey} );

        # create a extension config shortcut
        my $Extension = $DynamicFieldDriverExtensions->{$ExtensionKey};

        # check if extension has a new module
        if ( $Extension->{Module} ) {

            # check if module can be loaded
            if (
                !$Kernel::OM->Get('Kernel::System::Main')->RequireBaseClass( $Extension->{Module} )
                )
            {
                die "Can't load dynamic fields backend module"
                    . " $Extension->{Module}! $@";
            }
        }

        # check if extension contains more behaviors
        if ( IsHashRefWithData( $Extension->{Behaviors} ) ) {

            %{ $Self->{Behaviors} } = (
                %{ $Self->{Behaviors} },
                %{ $Extension->{Behaviors} }
            );
        }
    }

    return $Self;
}
            

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

    # take config from field config
    my $FieldConfig = $Param{DynamicFieldConfig}->{Config};
    my $FieldName   = 'DynamicField_' . $Param{DynamicFieldConfig}->{Name};
    my $FieldLabel  = $Param{DynamicFieldConfig}->{Label};

    my $Value = '';

    # set the field value or default
    if ( $Param{UseDefaultValue} ) {
        $Value = ( defined $FieldConfig->{DefaultValue} ? $FieldConfig->{DefaultValue} : '' );
    }
    $Value = $Param{Value} if defined $Param{Value};

    # extract the dynamic field value form the web request
    my $FieldValue = $Self->EditFieldValueGet(
        %Param,
    );

    # set values from ParamObject if present
    if ( defined $FieldValue ) {
        $Value = $FieldValue;
    }

    # check and set class if necessary
    my $FieldClass = 'DynamicFieldText W50pc';
    if ( defined $Param{Class} && $Param{Class} ne '' ) {
        $FieldClass .= ' ' . $Param{Class};
    }

    # set field as mandatory
    $FieldClass .= ' Validate_Required' if $Param{Mandatory};

    # set error css class
    $FieldClass .= ' ServerError' if $Param{ServerError};

    my $HTMLString = <<"EOF";
<input type="password" class="$FieldClass" id="$FieldName" name="$FieldName" title="$FieldLabel" value="$Value" />
EOF

    if ( $Param{Mandatory} ) {
        my $DivID = $FieldName . 'Error';

        # for client side validation
        $HTMLString .= <<"EOF";
    <div id="$DivID" class="TooltipErrorMessage">
        <p>
            \$Text{"This field is required."}
        </p>
    </div>
EOF
    }

    if ( $Param{ServerError} ) {

        my $ErrorMessage = $Param{ErrorMessage} || 'This field is required.';
        my $DivID = $FieldName . 'ServerError';

        # for server side validation
        $HTMLString .= <<"EOF";
    <div id="$DivID" class="TooltipErrorMessage">
        <p>
            \$Text{"$ErrorMessage"}
        </p>
    </div>
EOF
    }

    # call EditLabelRender on the common Driver
    my $LabelString = $Self->EditLabelRender(
        %Param,
        DynamicFieldConfig => $Param{DynamicFieldConfig},
        Mandatory          => $Param{Mandatory} || '0',
        FieldName          => $FieldName,
    );

    my $Data = {
        Field => $HTMLString,
        Label => $LabelString,
    };

    return $Data;
}
            

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

    # set HTMLOuput as default if not specified
    if ( !defined $Param{HTMLOutput} ) {
        $Param{HTMLOutput} = 1;
    }

    my $Value;
    my $Title;

    # check if field is set to show password or not
    if (
        defined $Param{DynamicFieldConfig}->{Config}->{ShowValue}
        && $Param{DynamicFieldConfig}->{Config}->{ShowValue} eq 'Yes'
        )
    {

        # get raw Title and Value strings from field value
        $Value = defined $Param{Value} ? $Param{Value} : '';
        $Title = $Value;
    }
    else {

        # show the mask and not the value
        $Value = $Param{DynamicFieldConfig}->{Config}->{ValueMask} || '';
        $Title = 'The value of this field is hidden.'
    }

    # HTMLOuput transformations
    if ( $Param{HTMLOutput} ) {
        $Value = $Param{LayoutObject}->Ascii2Html(
            Text => $Value,
            Max => $Param{ValueMaxChars} || '',
        );

        $Title = $Param{LayoutObject}->Ascii2Html(
            Text => $Title,
            Max => $Param{TitleMaxChars} || '',
        );
    }
    else {
        if ( $Param{ValueMaxChars} && length($Value) > $Param{ValueMaxChars} ) {
            $Value = substr( $Value, 0, $Param{ValueMaxChars} ) . '...';
        }
        if ( $Param{TitleMaxChars} && length($Title) > $Param{TitleMaxChars} ) {
            $Title = substr( $Title, 0, $Param{TitleMaxChars} ) . '...';
        }
    }

    # create return structure
    my $Data = {
        Value => $Value,
        Title => $Title,
    };

    return $Data;
}
            

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

    my $Value;
    my $Title;

    # check if field is set to show password or not
    if (
        defined $Param{DynamicFieldConfig}->{Config}->{ShowValue}
        && $Param{DynamicFieldConfig}->{Config}->{ShowValue} eq 'Yes'
        )
    {

        # get raw Title and Value strings from field value
        $Value = $Param{Value} // '';
        $Title = $Value;
    }
    else {

        # show the mask and not the value
        $Value = $Param{DynamicFieldConfig}->{Config}->{ValueMask} || '';
        $Title = 'The value of this field is hidden.'
    }

    # cut strings if needed
    if ( $Param{ValueMaxChars} && length($Value) > $Param{ValueMaxChars} ) {
        $Value = substr( $Value, 0, $Param{ValueMaxChars} ) . '...';
    }
    if ( $Param{TitleMaxChars} && length($Title) > $Param{TitleMaxChars} ) {
        $Title = substr( $Title, 0, $Param{TitleMaxChars} ) . '...';
    }

    # create return structure
    my $Data = {
        Value => $Value,
        Title => $Title,
    };

    return $Data;
}
            

sub ValueGet {
.
.
.
}
            

sub ValueSet {
.
.
.
}
            

sub ValueDelete {
.
.
.
}
            

sub AllValuesDelete {
.
.
.
}
            

sub ValueValidate {
.
.
.
}
            

sub SearchSQLGet {
.
.
.
}
            

sub SearchSQLOrderFieldGet {
.
.
.
}
            

sub EditFieldValueGet {
.
.
.
}
            

sub EditFieldValueValidate {
.
.
.
}
            

sub SearchFieldRender {
.
.
.
}
            

sub SearchFieldValueGet {
.
.
.
}
            

sub SearchFieldParameterBuild {
.
.
.
}
            

sub StatsFieldParameterBuild {
.
.
.
}
            

sub StatsSearchFieldParameterBuild {
 .
 .
 .
 }
            

sub TemplateValueTypeGet {
.
.
.
}
            

sub RandomValueSet {
.
.
.
}
            

sub ObjectMatch {
.
.
.
}
            

The configuration files are used to register the extensions for the Backend and Drivers as well as new behaviors for each driver.

<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="1.0" init="Application">
            

    <ConfigItem Name="DynamicFields::Extension::Backend###100-Foo" Required="0" Valid="1">
        <Description Translatable="1">Dynamic Fields Extension.</Description>
        <Group>DynamicFieldFooExtension</Group>
        <SubGroup>DynamicFields::Extension::Registration</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::System::DynamicField::FooExtensionBackend</Item>
            </Hash>
        </Setting>
    </ConfigItem>
            

    <ConfigItem Name="DynamicFields::Extension::Driver::Text###100-Foo" Required="0" Valid="1">
        <Description Translatable="1">Dynamic Fields Extension.</Description>
        <Group>DynamicFieldFooExtension</Group>
        <SubGroup>DynamicFields::Extension::Registration</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::System::DynamicField::Driver::FooExtensionText</Item>
                <Item Key="Behaviors">
                    <Hash>
                        <Item Key="Foo">1</Item>
                    </Hash>
                </Item>
            </Hash>
        </Setting>
    </ConfigItem>
            

</otrs_config>
            

Backend extensions will be loaded transparently into the Backed itself as a base class, all defined object and properties from the Backend will be accessible in the extension.

# --
# Kernel/System/DynamicField/FooExtensionBackend.pm - Extension for DynamicField backend
# 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::DynamicField::FooExtensionBackend;

use strict;
use warnings;

use Kernel::System::VariableCheck qw(:all);

=head1 NAME

Kernel::System::DynamicField::FooExtensionBackend

=head1 SYNOPSIS

DynamicFields Extension for Backend

=head1 PUBLIC INTERFACE

=over 4

=cut
            

=item Foo()

Testing function: returns 1 if function is available on a Dynamic Field driver.

    my $Success = $BackendObject->Foo(
        DynamicFieldConfig   => $DynamicFieldConfig,      # complete config of the DynamicField
    );

Returns:
    $Success = 1;       # or undef

=cut

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

    # check needed stuff
    for my $Needed (qw(DynamicFieldConfig)) {
        if ( !$Param{$Needed} ) {
            $Kernel::OM->Get('Kernel::System::Log')->Log(
                Priority => 'error',
                Message  => "Need $Needed!",
            );

            return;
        }
    }

    # check DynamicFieldConfig (general)
    if ( !IsHashRefWithData( $Param{DynamicFieldConfig} ) ) {
        $Kernel::OM->Get('Kernel::System::Log')->Log(
            Priority => 'error',
            Message  => "The field configuration is invalid",
        );

        return;
    }

    # check DynamicFieldConfig (internally)
    for my $Needed (qw(ID FieldType ObjectType)) {
        if ( !$Param{DynamicFieldConfig}->{$Needed} ) {
            $Kernel::OM->Get('Kernel::System::Log')->Log(
                Priority => 'error',
                Message  => "Need $Needed in DynamicFieldConfig!",
            );

            return;
        }
    }

    # set the dynamic field specific backend
    my $DynamicFieldBackend = 'DynamicField' . $Param{DynamicFieldConfig}->{FieldType} . 'Object';

    if ( !$Self->{$DynamicFieldBackend} ) {
        $Kernel::OM->Get('Kernel::System::Log')->Log(
            Priority => 'error',
            Message  => "Backend $Param{DynamicFieldConfig}->{FieldType} is invalid!",
        );

        return;
    }

    # verify if function is available
    return if !$Self->{$DynamicFieldBackend}->can('Foo');

    # call HasBehavior on the specific backend
    return $Self->{$DynamicFieldBackend}->Foo(%Param);
}
            

Driver extensions will be loaded transparently into the Driver itself as a base class, all defined object and properties from the Driver will be accessible in the extension.

# --
# Kernel/System/DynamicField/Driver/FooExtensionText.pm - Extension for DynamicField Text Driver
# 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::DynamicField::Driver::FooExtensionText;

use strict;
use warnings;

=head1 NAME

Kernel::System::DynamicField::Driver::FooExtensionText

=head1 SYNOPSIS

DynamicFields Text Driver Extension

=head1 PUBLIC INTERFACE

This module extends the public interface of L<Kernel::System::DynamicField::Backend>.
Please look there for a detailed reference of the functions.

=over 4

=cut
            

sub Foo {
    my ( $Self, %Param ) = @_;
    return 1;
}