Field we could use for transition

[vincent13]

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.

[crythias]

What is the goal besides getting a list? You can't get any CustomerUser information, only fields searchable in TicketGet/TicketSearch.

[vincent13]

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

[crythias]

I'am unable to use UserCity as condition for transition in a process

You can't get any CustomerUser information, only fields searchable in TicketGet/TicketSearch.

If you want to transition on a city, you have to ask for it.

[vincent13]

or develop my own transition module ?

[crythias]

or develop my own transition module ?

Certainly can be a possibility.