Hello all,
I need deeper info on all the field we could us on trnasition condition in a process.
is there anywhere a list of field we could use.
Because when I try to use some customerField it doesn't work.
here : https://otrs.github.io/doc/manual/admin ... ement.html
so there seems to be possible to use customer infos but ...
Example of a field name. The following ticket fields can be used:
Title
State
StateID
Priority
PriorityID
Lock
LockID
Queue
QueueID
Customer
CustomerID
CustomerNo
CustomerUserID
Owner
OwnerID
Type
TypeID
SLA
SLAID
Service
ServiceID
Responsible
ResponsibleID
DynamicField_$FieldName # for all DynamicFields
When testing a field with 'ID' (like SLAID), the database ID of the field will be used for testing, for other fields (like SLA) the actual value is used for testing.
Field we could use for transition
Moderator: crythias
Field we could use for transition
Last edited by vincent13 on 30 Nov 2015, 16:50, edited 1 time in total.
lab : otrs 5rc1 test : otrs 3.3.15 prod : cluster 3.3.15
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Re: Filed we could use for transition
What is the goal besides getting a list? You can't get any CustomerUser information, only fields searchable in TicketGet/TicketSearch.
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Re: Filed we could use for transition
Hello crytias,
thanks for your answer.
My customer account match an Active directory, here is the setup :
# customer unique id
CustomerKey => 'sAMAccountName',
# # customer #
CustomerID => 'mail',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
# CustomerUserSearchPrefix => '',
# CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show now own tickets in customer panel, CompanyTickets
# CustomerUserExcludePrimaryCustomerID => 0,
# add a ldap filter for valid users (expert setting)
# CustomerUserValidFilter => '(!(description=gesperrt))',
# admin can't change customer preferences
# AdminSetPreferences => 0,
# cache time to live in sec. - cache any ldap queries
CacheTTL => 0,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],
[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Localisation', 'info', 1, 0, 'var', '', 0 ],
[ 'UserCity', 'Bureau', 'physicalDeliveryOfficeName', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Commentaire', 'description', 1, 0, 'var', '', 0 ],
],
};
for example : I'am unable to use UserCity as condition for transition in a process
thanks for your answer.
My customer account match an Active directory, here is the setup :
# customer unique id
CustomerKey => 'sAMAccountName',
# # customer #
CustomerID => 'mail',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
# CustomerUserSearchPrefix => '',
# CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
# show now own tickets in customer panel, CompanyTickets
# CustomerUserExcludePrimaryCustomerID => 0,
# add a ldap filter for valid users (expert setting)
# CustomerUserValidFilter => '(!(description=gesperrt))',
# admin can't change customer preferences
# AdminSetPreferences => 0,
# cache time to live in sec. - cache any ldap queries
CacheTTL => 0,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],
[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Localisation', 'info', 1, 0, 'var', '', 0 ],
[ 'UserCity', 'Bureau', 'physicalDeliveryOfficeName', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Commentaire', 'description', 1, 0, 'var', '', 0 ],
],
};
for example : I'am unable to use UserCity as condition for transition in a process
lab : otrs 5rc1 test : otrs 3.3.15 prod : cluster 3.3.15
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Re: Field we could use for transition
vincent13 wrote:I'am unable to use UserCity as condition for transition in a process
If you want to transition on a city, you have to ask for it.crythias wrote:You can't get any CustomerUser information, only fields searchable in TicketGet/TicketSearch.
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Re: Field we could use for transition
or develop my own transition module ?
lab : otrs 5rc1 test : otrs 3.3.15 prod : cluster 3.3.15
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Re: Field we could use for transition
Certainly can be a possibility.vincent13 wrote:or develop my own transition module ?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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