Automatic ticket type setting after move to queue

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andy17d
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Automatic ticket type setting after move to queue

Post by andy17d »

Hello.

Is it possible to automatically set a notification type after moving to a particular queue?
For example, all tickets moved to the "First" queue should have an "Incident" type.
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root
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Re: Automatic ticket type setting after move to queue

Post by root »

Hi,

This can be done with the notifications.

- Roy
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andy17d
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Re: Automatic ticket type setting after move to queue

Post by andy17d »

Could you write more about using notifications for this purpose?

I haven't seen the option of setting ticket type in the notifications configuration.
OTRS 4.0.19/6.0.26, openSUSE 12, MySQL 5.5

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Re: Automatic ticket type setting after move to queue

Post by root »

HI

You can't trigger a specific notification type but you can send a specific notification. Sorry for being unclear.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
andy17d
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Posts: 78
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Znuny Version: 4.0.19
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Re: Automatic ticket type setting after move to queue

Post by andy17d »

Unfortunately I still do not understand :(
How does the notification set ticket type?

I have a agent's notification when I move a ticket to this queue but it only sends mail and does not set ticket type.
OTRS 4.0.19/6.0.26, openSUSE 12, MySQL 5.5

KodIT Usługi Informatyczne - Odzyskiwanie danych Poznań - Serwis Komputerowy
root
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Re: Automatic ticket type setting after move to queue

Post by root »

andy17d wrote: Is it possible to automatically set a notification type after moving to a particular queue?
For example, all tickets moved to the "First" queue should have an "Incident" type.
Hi,

You asked initially about a notification. To make it clear: you'll send notifications by using the event notifications and you use the generic agent to modify (=set the type) of a ticket when an event (TicketMove) occurs.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
andy17d
Znuny newbie
Posts: 78
Joined: 30 Jan 2014, 15:27
Znuny Version: 4.0.19
Location: Poland
Contact:

Re: Automatic ticket type setting after move to queue

Post by andy17d »

root wrote:You asked initially about a notification.
My mistake, you're right. I meant the ticket type but I actually wrote the notification type.
Of course, it should be the ticket type.

There isn't TicketMove event in the generic agent. Instead, I have TicketQueueUpadte. I guess that's what this is all about.
OTRS 4.0.19/6.0.26, openSUSE 12, MySQL 5.5

KodIT Usługi Informatyczne - Odzyskiwanie danych Poznań - Serwis Komputerowy
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