TicketCreate OwnerID Parameter in Process

[kruegerM]

OTRS 5.0.14

Trying to create a ticket from within a process. Transition Action Module: TicketCreate
We would like to assign the OwnerID as the person who is performing the action. I have tried using <OTRS_CURRENT_UserID> but that results in an item being created with OwnerID set to zero (0). If I use <OTRS_TICKET_OwnerID> it works fine, but that assigns the ticket to the owner of the process instead of the currently logged in user.

Is there a way to assign a new item from within a process using TicketCreate and assign it to the current user?

[jojo]

no

[RStraub]

Not without a custom module.

[wurzel]

Hi,

the dialogue needs to be locked (the current owner gets ownership)
then you can create your ticket and inherit owner

The problem is, to get the ticket back to original owner. It is possible with temporary filled dynamic fields,
inherting things and building complex transistion action. But nothing trivial.

Florian

[kruegerM]

Thank you wurzel - that sparked what I needed.

I created a dynamic field for the HeldProcessOwnerID. When the process is created and moves from creation to edit, I store the OwnerID. When a ticket is created, I show the Owner field so the owner of the ticket can be selected. The last Action in the Transition is to set the Process OwnerID back to what is in HeldProcessOwnerID.

Works perfectly, and it allows anyone to be assigned the ticket, which means the process owner can create a ticket for someone on their team.

This is what we needed. Thank you again!