Parallel TicketCreate TransitionAction in Process Management

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rtsmith2329
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Parallel TicketCreate TransitionAction in Process Management

Post by rtsmith2329 »

I'm having a bit of a problem configuring parallel TicketCreate transitions within Process Management. Using OTRS 5.0.16 on a CentOS 7.3.1611 (virtual) box.

Basically I'm following the suggested process outlined here:

viewtopic.php?t=30029

The idea is for a new account request to be submitted, reviewed by the Service Desk, then once they have checked a box stating their review is complete then it should generate 3 child tickets - each with a separate queue, service, owner, responsible, etc. However, I'm finding that only one child ticket is created. It appears it's always the one with the lowest hex value in the Transition ID. I don't see anything relevant in the HTTPD error log. Has anyone else experienced this issue? Any ideas on how I can resolve it?

Please let me know what additional information I can provide.
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rtsmith2329
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by rtsmith2329 »

What do the following errors mean exactly? I discovered the Process Management debug option and these are the errors I'm seeing:

Code: Select all

[Thu Mar 16 16:57:37 2017] -e: Use of uninitialized value $Param{"TransitionName"} in concatenation (.) or string at /opt/otrs//Kernel/System/ProcessManagement/Transition.pm line 1067.
[Thu Mar 16 16:57:49 2017] -e: Use of uninitialized value $Param{"TransitionName"} in concatenation (.) or string at /opt/otrs//Kernel/System/ProcessManagement/Transition.pm line 1067.
[Thu Mar 16 16:57:57 2017] -e: Use of uninitialized value $UserData{"UserFirstname"} in concatenation (.) or string at /opt/otrs//Kernel/System/Ticket/Event/NotificationEvent.pm line 1093.
[Thu Mar 16 16:57:57 2017] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/System/Ticket/Event/NotificationEvent.pm line 1093.
[Thu Mar 16 16:57:57 2017] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/System/Ticket/Event/NotificationEvent.pm line 1093.
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rtsmith2329
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Joined: 06 Jul 2016, 19:08
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Real Name: Richard Smith

Re: Parallel TicketCreate TransitionAction in Process Management

Post by rtsmith2329 »

I have checked and re-checked my transition conditions and I still cannot work out why the following error is occurring when I try to run the TicketCreate transitions in parallel:

Code: Select all

Transition:'Create Clinical Ticket' No Condition Linking as Condition->Type or Condition->ConditionLinking was found, using 'and' as default!
Transition:'Create ADP access Ticket' No Condition Linking as Condition->Type or Condition->ConditionLinking was found, using 'and' as default!
I have set the linking between Conditions to 'or' in both transitions. Why would OTRS not recognise this? Does it have issues processing multiple transitions simultaneously?

At this point do I just give up and tell the Help Desk they'll have to manually create child tickets?
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nedmaj
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by nedmaj »

Could you post your transitions?
Samuel

Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
Database: Postgres | Oracle 12.1
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rtsmith2329
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by rtsmith2329 »

I don't want to inadvertently leave out an important piece of code so I've pasted the entire contents of the .yml file exported from OTRS:

Code: Select all

---
Activities:
  Activity-24627362822b695d57e22cc10107de6e:
    ActivityDialogs:
    - ActivityDialog-ec08bbb9c7a7d8d0cc18510ebf46b38e
    - ActivityDialog-d233aa9b567e5ae4bf32087ccfc681f4
    ChangeTime: 2017-03-13 09:39:31
    Config:
      ActivityDialog:
        '1': ActivityDialog-ec08bbb9c7a7d8d0cc18510ebf46b38e
        '2': ActivityDialog-d233aa9b567e5ae4bf32087ccfc681f4
    CreateTime: 2017-03-10 13:11:36
    EntityID: Activity-24627362822b695d57e22cc10107de6e
    ID: '14'
    Name: Service Desk Review
  Activity-4d02df8ec2974565e4c3d63663daa7dc:
    ActivityDialogs: []
    ChangeTime: 2017-03-10 13:04:52
    Config:
      ActivityDialog: {}
    CreateTime: 2017-03-10 13:04:52
    EntityID: Activity-4d02df8ec2974565e4c3d63663daa7dc
    ID: '11'
    Name: Process complete
  Activity-d0df057db19ddc08697a8a9407fccd66:
    ActivityDialogs:
    - ActivityDialog-d233aa9b567e5ae4bf32087ccfc681f4
    ChangeTime: 2017-03-10 13:11:49
    Config:
      ActivityDialog:
        '1': ActivityDialog-d233aa9b567e5ae4bf32087ccfc681f4
    CreateTime: 2017-02-14 06:22:26
    EntityID: Activity-d0df057db19ddc08697a8a9407fccd66
    ID: '2'
    Name: New User Account Request
ActivityDialogs:
  ActivityDialog-d233aa9b567e5ae4bf32087ccfc681f4:
    ChangeTime: 2017-03-16 10:30:55
    Config:
      DescriptionLong: ''
      DescriptionShort: HR Requisition
      FieldOrder:
      - Type
      - CustomerID
      - Queue
      - Service
      - DynamicField_NULastName
      - DynamicField_NUFirstName
      - DynamicField_NUJobTitle
      - DynamicField_NUEffDate
      - DynamicField_NUDepartment
      - DynamicField_NUReplacing
      - DynamicField_NUGLNum
      - DynamicField_NUPhone
      - DynamicField_NUReqProg
      - DynamicField_NUComms
      - DynamicField_NUSpecInt
      - DynamicField_NUSoftware
      - DynamicField_NUCampus
      - Article
      Fields:
        Article:
          Config:
            ArticleType: webrequest
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        CustomerID:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '2'
        DynamicField_NUCampus:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_NUComms:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_NUDepartment:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '2'
        DynamicField_NUEffDate:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '2'
        DynamicField_NUFirstName:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '2'
        DynamicField_NUGLNum:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '2'
        DynamicField_NUJobTitle:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '2'
        DynamicField_NULastName:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '2'
        DynamicField_NUPhone:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_NUReplacing:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '2'
        DynamicField_NUReqProg:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_NUSoftware:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_NUSpecInt:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        Queue:
          DefaultValue: Service Desk::AD Account Management
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '0'
        Service:
          DefaultValue: Service Desk::AD Account Management
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '0'
        Type:
          DefaultValue: ServiceRequest
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '0'
      Interface:
      - AgentInterface
      - CustomerInterface
      Permission: ''
      RequiredLock: 0
      SubmitAdviceText: Please click 'Submit' to complete your request. Thank you!
      SubmitButtonText: Submit
    CreateTime: 2017-02-14 06:24:10
    EntityID: ActivityDialog-d233aa9b567e5ae4bf32087ccfc681f4
    ID: '2'
    Name: New User Account Request Form
  ActivityDialog-ec08bbb9c7a7d8d0cc18510ebf46b38e:
    ChangeTime: 2017-03-17 10:46:30
    Config:
      DescriptionLong: ''
      DescriptionShort: Form to review and forward request.
      FieldOrder:
      - DynamicField_NUADcomplete
      - DynamicField_NUPhonecomplete
      - DynamicField_NUCommscomplete
      - DynamicField_NUProgramscomplete
      - DynamicField_NUSpecIntcomplete
      - DynamicField_NUForward
      - DynamicField_NUClinicalcomplete
      - DynamicField_NUBusinesscomplete
      Fields:
        DynamicField_NUADcomplete:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_NUBusinesscomplete:
          DefaultValue: '1'
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '2'
        DynamicField_NUClinicalcomplete:
          DefaultValue: '1'
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '2'
        DynamicField_NUCommscomplete:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_NUForward:
          DefaultValue: '1'
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '2'
        DynamicField_NUPhonecomplete:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_NUProgramscomplete:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_NUSpecIntcomplete:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
      Interface:
      - AgentInterface
      Permission: create
      RequiredLock: 0
      SubmitAdviceText: Please click 'Submit' to complete your request. Thank you!
      SubmitButtonText: Submit
    CreateTime: 2017-03-10 12:05:23
    EntityID: ActivityDialog-ec08bbb9c7a7d8d0cc18510ebf46b38e
    ID: '8'
    Name: Service Desk Review
Process:
  Activities:
  - Activity-24627362822b695d57e22cc10107de6e
  - Activity-4d02df8ec2974565e4c3d63663daa7dc
  - Activity-d0df057db19ddc08697a8a9407fccd66
  ChangeTime: 2017-03-17 10:01:59
  Config:
    Description: New User Account Request
    Path:
      Activity-24627362822b695d57e22cc10107de6e:
        Transition-1e8e888fd648e133c0a65bdba013c923:
          ActivityEntityID: Activity-4d02df8ec2974565e4c3d63663daa7dc
          TransitionAction:
          - TransitionAction-de4ac119dbdd269956ac5fc732a2c4a3
        Transition-86da1bc17bb80777fb121b272292a926:
          ActivityEntityID: Activity-4d02df8ec2974565e4c3d63663daa7dc
          TransitionAction:
          - TransitionAction-64f131d4d3f3f0190fcbcb1932bad733
        Transition-eba47cf2672eda1ca3a8d2fe56692754:
          ActivityEntityID: Activity-4d02df8ec2974565e4c3d63663daa7dc
          TransitionAction:
          - TransitionAction-9d027a7a308ff9d727adae6693575e7c
      Activity-4d02df8ec2974565e4c3d63663daa7dc: {}
      Activity-d0df057db19ddc08697a8a9407fccd66:
        Transition-4a844ba41b2f4ee59bdb5d6fcd98cdce:
          ActivityEntityID: Activity-24627362822b695d57e22cc10107de6e
          TransitionAction:
          - TransitionAction-b4efac264e6d65330a9fe44c93c1e21b
    StartActivity: Activity-d0df057db19ddc08697a8a9407fccd66
    StartActivityDialog: ActivityDialog-d233aa9b567e5ae4bf32087ccfc681f4
  CreateTime: 2017-03-13 15:33:38
  EntityID: Process-1e31c24a3a4cbb644262eacdd638419e
  ID: '16'
  Layout:
    Activity-24627362822b695d57e22cc10107de6e:
      left: '436'
      top: '18'
    Activity-4d02df8ec2974565e4c3d63663daa7dc:
      left: '695'
      top: '275'
    Activity-d0df057db19ddc08697a8a9407fccd66:
      left: '103'
      top: '15'
  Name: New User Account Request (Copy)
  State: Active
  StateEntityID: S1
  TransitionActions:
  - TransitionAction-de4ac119dbdd269956ac5fc732a2c4a3
  - TransitionAction-64f131d4d3f3f0190fcbcb1932bad733
  - TransitionAction-9d027a7a308ff9d727adae6693575e7c
  - TransitionAction-b4efac264e6d65330a9fe44c93c1e21b
  Transitions:
  - Transition-1e8e888fd648e133c0a65bdba013c923
  - Transition-86da1bc17bb80777fb121b272292a926
  - Transition-eba47cf2672eda1ca3a8d2fe56692754
  - Transition-4a844ba41b2f4ee59bdb5d6fcd98cdce
TransitionActions:
  TransitionAction-64f131d4d3f3f0190fcbcb1932bad733:
    ChangeTime: 2017-03-16 09:24:09
    Config:
      Config:
        ArticleType: note-internal
        Body: Please create access to requested clinical systems for <OTRS_TICKET_DynamicField_NUFirstName_Value>
          <OTRS_TICKET_DynamicField_NULastName_Value>
        ContentType: text/plain; charset=ISO-8859-15
        CustomerID: <OTRS_TICKET_CustomerID>
        CustomerUser: <OTRS_TICKET_CustomerUserID>
        HistoryComment: Created linked ticket.
        HistoryType: WebRequestCustomer
        LinkAs: Child
        OwnerID: '8'
        Priority: 3 normal
        Queue: ITS::Clinical Systems
        ResponsibleID: '20'
        SenderType: agent
        Service: ITS::Clinical Informatics
        State: new
        Subject: Clinical access for <OTRS_TICKET_DynamicField_NUFirstName_Value>
          <OTRS_TICKET_DynamicField_NULastName_Value>
        Title: Clinical access for <OTRS_TICKET_DynamicField_NUFirstName_Value> <OTRS_TICKET_DynamicField_NULastName_Value>
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketCreate
    CreateTime: 2017-03-13 15:43:28
    EntityID: TransitionAction-64f131d4d3f3f0190fcbcb1932bad733
    ID: '13'
    Name: Create Clinical Ticket
  TransitionAction-9d027a7a308ff9d727adae6693575e7c:
    ChangeTime: 2017-03-16 09:24:57
    Config:
      Config:
        ArticleType: note-internal
        Body: Please create access to ADP for <OTRS_TICKET_DynamicField_NUFirstName_Value>
          <OTRS_TICKET_DynamicField_NULastName_Value>
        ContentType: text/plain, charset=ISO-8859-15
        CustomerID: <OTRS_TICKET_CustomerID>
        CustomerUser: <OTRS_TICKET_CustomerUserID>
        HistoryComment: Created linked ticket.
        HistoryType: WebRequestCustomer
        LinkAs: Child
        OwnerID: '10'
        Priority: 3 normal
        Queue: HR::ADP Support
        ResponsibleID: '21'
        SenderType: agent
        Service: HR::ADPSupport
        State: new
        Subject: ADP access for <OTRS_TICKET_DynamicField_NUFirstName_Value> <OTRS_TICKET_DynamicField_NULastName_Value>
        Title: ADP access for <OTRS_TICKET_DynamicField_NUFirstName_Value> <OTRS_TICKET_DynamicField_NULastName_Value>
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketCreate
    CreateTime: 2017-03-14 12:07:42
    EntityID: TransitionAction-9d027a7a308ff9d727adae6693575e7c
    ID: '15'
    Name: Create ADP access ticket
  TransitionAction-b4efac264e6d65330a9fe44c93c1e21b:
    ChangeTime: 2017-03-13 09:30:26
    Config:
      Config:
        Queue: Service Desk::AD Account Management
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
    CreateTime: 2017-03-13 09:30:26
    EntityID: TransitionAction-b4efac264e6d65330a9fe44c93c1e21b
    ID: '10'
    Name: Assign to Service Desk::AD Acct Mgmt
  TransitionAction-de4ac119dbdd269956ac5fc732a2c4a3:
    ChangeTime: 2017-03-16 09:24:32
    Config:
      Config:
        ArticleType: note-internal
        Body: Please create access to requested business systems for <OTRS_TICKET_DynamicField_NUFirstName_Value>
          <OTRS_TICKET_DynamicField_NULastName_Value>
        ContentType: text/plain, charset=ISO-8859-15
        CustomerID: <OTRS_TICKET_CustomerID>
        CustomerUser: <OTRS_TICKET_CustomerUserID>
        HistoryComment: Created linked ticket.
        HistoryType: WebRequestCustomer
        LinkAs: Child
        OwnerID: '21'
        Priority: 3 normal
        Queue: ITS::Business Systems
        ResponsibleID: '23'
        SenderType: agent
        Service: ITS::Business Systems
        State: new
        Subject: Business systems access for <OTRS_TICKET_DynamicField_NUFirstName_Value>
          <OTRS_TICKET_DynamicField_NULastName_Value>
        Title: Business systems access for <OTRS_TICKET_DynamicField_NUFirstName_Value>
          <OTRS_TICKET_DynamicField_NULastName_Value>
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketCreate
    CreateTime: 2017-03-14 11:32:44
    EntityID: TransitionAction-de4ac119dbdd269956ac5fc732a2c4a3
    ID: '14'
    Name: Create Business Ticket
Transitions:
  Transition-1e8e888fd648e133c0a65bdba013c923:
    ChangeTime: 2017-03-17 09:59:29
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: GP
              Type: String
          Type: and
        '2':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: ReqLogic
              Type: String
          Type: and
        '3':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Sage
              Type: String
          Type: and
      ConditionLinking: or
    CreateTime: 2017-03-17 09:59:29
    EntityID: Transition-1e8e888fd648e133c0a65bdba013c923
    ID: '21'
    Name: Create Business Ticket
  Transition-4a844ba41b2f4ee59bdb5d6fcd98cdce:
    ChangeTime: 2017-03-13 09:29:20
    Config:
      Condition:
        '1':
          Fields:
            Type:
              Match: ServiceRequest
              Type: String
          Type: or
      ConditionLinking: and
    CreateTime: 2017-03-10 13:10:50
    EntityID: Transition-4a844ba41b2f4ee59bdb5d6fcd98cdce
    ID: '12'
    Name: Submit to Service Desk::AD Account Mgmt
  Transition-86da1bc17bb80777fb121b272292a926:
    ChangeTime: 2017-03-17 09:55:23
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Abaqis
              Type: String
          Type: and
        '10':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: UMI
              Type: String
          Type: and
        '11':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Vision
              Type: String
          Type: and
        '2':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: ACMQuickReports
              Type: String
          Type: and
        '3':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Agility
              Type: String
          Type: and
        '4':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: CBORD
              Type: String
          Type: and
        '5':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: eMOLST
              Type: String
          Type: and
        '6':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Omnicell
              Type: String
          Type: and
        '7':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: PMP
              Type: String
          Type: and
        '8':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: PracticeFusion
              Type: String
          Type: and
        '9':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Start
              Type: String
          Type: and
      ConditionLinking: or
    CreateTime: 2017-03-17 09:55:23
    EntityID: Transition-86da1bc17bb80777fb121b272292a926
    ID: '20'
    Name: Create Clinical Ticket
  Transition-eba47cf2672eda1ca3a8d2fe56692754:
    ChangeTime: 2017-03-17 10:01:18
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUBusinesscomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: zADP
              Type: String
          Type: and
      ConditionLinking: or
    CreateTime: 2017-03-17 10:01:18
    EntityID: Transition-eba47cf2672eda1ca3a8d2fe56692754
    ID: '22'
    Name: Create ADP access ticket
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nedmaj
Znuny expert
Posts: 167
Joined: 26 Nov 2014, 20:34
Znuny Version: 6.3.4
Real Name: Samuel Casimiro
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Contact:
Contact nedmaj

Re: Parallel TicketCreate TransitionAction in Process Management

Post by nedmaj »

Sorry I don't have the time to read that whole file. Could you post a printscreen of the transition?
Samuel

Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
Database: Postgres | Oracle 12.1
Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000
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rtsmith2329
Znuny newbie
Posts: 16
Joined: 06 Jul 2016, 19:08
Znuny Version: 5.0.16
Real Name: Richard Smith

Re: Parallel TicketCreate TransitionAction in Process Management

Post by rtsmith2329 »

Certainly. This is the excerpt from the YML containing the transitions:

Code: Select all

Transitions:
  Transition-1e8e888fd648e133c0a65bdba013c923:
    ChangeTime: 2017-03-17 09:59:29
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: GP
              Type: String
          Type: and
        '2':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: ReqLogic
              Type: String
          Type: and
        '3':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Sage
              Type: String
          Type: and
      ConditionLinking: or
    CreateTime: 2017-03-17 09:59:29
    EntityID: Transition-1e8e888fd648e133c0a65bdba013c923
    ID: '21'
    Name: Create Business Ticket
  Transition-4a844ba41b2f4ee59bdb5d6fcd98cdce:
    ChangeTime: 2017-03-13 09:29:20
    Config:
      Condition:
        '1':
          Fields:
            Type:
              Match: ServiceRequest
              Type: String
          Type: or
      ConditionLinking: and
    CreateTime: 2017-03-10 13:10:50
    EntityID: Transition-4a844ba41b2f4ee59bdb5d6fcd98cdce
    ID: '12'
    Name: Submit to Service Desk::AD Account Mgmt
  Transition-86da1bc17bb80777fb121b272292a926:
    ChangeTime: 2017-03-17 09:55:23
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Abaqis
              Type: String
          Type: and
        '10':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: UMI
              Type: String
          Type: and
        '11':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Vision
              Type: String
          Type: and
        '2':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: ACMQuickReports
              Type: String
          Type: and
        '3':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Agility
              Type: String
          Type: and
        '4':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: CBORD
              Type: String
          Type: and
        '5':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: eMOLST
              Type: String
          Type: and
        '6':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Omnicell
              Type: String
          Type: and
        '7':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: PMP
              Type: String
          Type: and
        '8':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: PracticeFusion
              Type: String
          Type: and
        '9':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: Start
              Type: String
          Type: and
      ConditionLinking: or
    CreateTime: 2017-03-17 09:55:23
    EntityID: Transition-86da1bc17bb80777fb121b272292a926
    ID: '20'
    Name: Create Clinical Ticket
  Transition-eba47cf2672eda1ca3a8d2fe56692754:
    ChangeTime: 2017-03-20 15:53:47
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUBusinesscomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: zADP
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-17 10:01:18
    EntityID: Transition-eba47cf2672eda1ca3a8d2fe56692754
    ID: '22'
    Name: Create ADP access ticket
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rtsmith2329
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by rtsmith2329 »

I've also included some screenshots of the transitions in the web GUI. The Clinical one I only took a screenshot of the first 4 conditions because the others are basically identical, except for a different 'NUSoftware' value in each.
You do not have the required permissions to view the files attached to this post.
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nedmaj
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by nedmaj »

Ok. OTRS only executes one transition, even if others are true. So you have to consider all the possibilities when planning your conditions. Imagine you have 3 types of tickets:
  • Transition A => Creates type 1
    Transition B => Creates type 1 and 2
    Transition C => Creates type 1 and 3
    Transition D => Creates type 2 and 3
    Transition E => Creates type 2
    Transition F => Creates type 3
    Transition G => Creates all types
Got it?
Samuel

Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
Database: Postgres | Oracle 12.1
Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000
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rtsmith2329
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by rtsmith2329 »

I think so. So I need to create a transition for each combination of possibilities, it's not going to process that logic for me. OK. Let me make some adjustments and see if that fixes things. Fingers crossed, and I'll report back.
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rtsmith2329
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by rtsmith2329 »

One potential issue with that: as you can see in the Transitions, each condition needs to match 2 fields with an AND connector, and conditions are linked by an OR connector. To make this work correctly, I think I would need to group conditions together like follows:

Transition B conditions: [Match one of the type 1 conditions] AND [Match one of the type 2 conditions]
Transition C conditions: [Match one of the type 1 conditions] AND [Match one of the type 3 conditions]

etc.

Maybe I'm missing something. Is there a way to put multiple search strings in 1 condition (e.g. NUSoftware may contain Vision OR CBORD OR ACM OR...) without creating a separate condition for each string? Because that would make this much easier.

Thanks for your help.
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nedmaj
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by nedmaj »

Sure. Use RegEx:

NUSoftware => Vision|CBORD|ACM
Samuel

Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
Database: Postgres | Oracle 12.1
Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000
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rtsmith2329
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by rtsmith2329 »

Hmmm. Still only getting one ticket created even when all 3 types of access are requested using a RegEx (thanks for pointing me to that, by the way).

Here's my updated transition list.

Code: Select all

Transitions:
  Transition-1e8e888fd648e133c0a65bdba013c923:
    ChangeTime: 2017-03-21 14:23:54
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (GP|ReqLogic|Sage)
              Type: Regexp
          Type: and
      ConditionLinking: or
    CreateTime: 2017-03-17 09:59:29
    EntityID: Transition-1e8e888fd648e133c0a65bdba013c923
    ID: '21'
    Name: Create Business Ticket
  Transition-2cad8838a261232ce329d43232fc9f3b:
    ChangeTime: 2017-03-21 14:28:43
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (Abaqis|UMI|Vision|ACMQuickReports|Agility|CBORD|eMOLST|Omnicell|PMP|PracticeFusion|Start)
              Type: Regexp
          Type: and
        '2':
          Fields:
            DynamicField_NUBusinesscomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (zADP)
              Type: Regexp
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-21 14:02:57
    EntityID: Transition-2cad8838a261232ce329d43232fc9f3b
    ID: '27'
    Name: Create Clinical and ADP tickets
  Transition-32db0e6ce27299c419b821b39eb8714c:
    ChangeTime: 2017-03-21 14:26:09
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (Abaqis|UMI|Vision|ACMQuickReports|Agility|CBORD|eMOLST|Omnicell|PMP|PracticeFusion|Start)
              Type: Regexp
          Type: and
        '2':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (GP|ReqLogic|Sage)
              Type: Regexp
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-21 14:01:30
    EntityID: Transition-32db0e6ce27299c419b821b39eb8714c
    ID: '26'
    Name: Create Clinical and Business tickets
  Transition-4a844ba41b2f4ee59bdb5d6fcd98cdce:
    ChangeTime: 2017-03-13 09:29:20
    Config:
      Condition:
        '1':
          Fields:
            Type:
              Match: ServiceRequest
              Type: String
          Type: or
      ConditionLinking: and
    CreateTime: 2017-03-10 13:10:50
    EntityID: Transition-4a844ba41b2f4ee59bdb5d6fcd98cdce
    ID: '12'
    Name: Submit to Service Desk::AD Account Mgmt
  Transition-7eb49c140b298dc9f2239ccc97274018:
    ChangeTime: 2017-03-21 14:27:37
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (GP|ReqLogic|Sage)
              Type: Regexp
          Type: and
        '2':
          Fields:
            DynamicField_NUBusinesscomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (zADP)
              Type: Regexp
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-21 14:04:04
    EntityID: Transition-7eb49c140b298dc9f2239ccc97274018
    ID: '28'
    Name: Create Business and ADP tickets
  Transition-86da1bc17bb80777fb121b272292a926:
    ChangeTime: 2017-03-21 14:22:23
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (Abaqis|UMI|Vision|ACMQuickReports|Agility|CBORD|eMOLST|Omnicell|PMP|PracticeFusion|Start)
              Type: Regexp
          Type: and
      ConditionLinking: or
    CreateTime: 2017-03-17 09:55:23
    EntityID: Transition-86da1bc17bb80777fb121b272292a926
    ID: '20'
    Name: Create Clinical Ticket
  Transition-b2ac7a7b7330f981e85682abd4b74c48:
    ChangeTime: 2017-03-21 14:30:02
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (Abaqis|UMI|Vision|ACMQuickReports|Agility|CBORD|eMOLST|Omnicell|PMP|PracticeFusion|Start)
              Type: Regexp
          Type: and
        '2':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (GP|ReqLogic|Sage)
              Type: Regexp
          Type: and
        '3':
          Fields:
            DynamicField_NUBusinesscomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (zADP)
              Type: Regexp
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-21 14:06:38
    EntityID: Transition-b2ac7a7b7330f981e85682abd4b74c48
    ID: '29'
    Name: Create all tickets
  Transition-eba47cf2672eda1ca3a8d2fe56692754:
    ChangeTime: 2017-03-21 14:24:28
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUBusinesscomplete:
              Match: '1'
              Type: String
            DynamicField_NUSoftware:
              Match: (zADP)
              Type: Regexp
          Type: and
      ConditionLinking: or
    CreateTime: 2017-03-17 10:01:18
    EntityID: Transition-eba47cf2672eda1ca3a8d2fe56692754
    ID: '22'
    Name: Create ADP access ticket
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rtsmith2329
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by rtsmith2329 »

I've now grossly simplified the transitions, and am using a GenericAgent action to automatically check boxes in the process forms for creating each of the 3 ticket types. For some reason, the process is successfully creating Clinical and ADP (types 1 and 3) tickets when those are the only two categories selected. But if I'm trying to create a Business ticket (type 2, types 1 and 2, types 2 and 3) it only creates the Business systems ticket. It seems like it prioritises the type 2-only transition over others. Here are my updated transitions.

Code: Select all

Transitions:
  Transition-1e8e888fd648e133c0a65bdba013c923:
    ChangeTime: 2017-03-22 10:04:14
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-17 09:59:29
    EntityID: Transition-1e8e888fd648e133c0a65bdba013c923
    ID: '21'
    Name: Create Business Ticket
  Transition-2cad8838a261232ce329d43232fc9f3b:
    ChangeTime: 2017-03-22 10:02:30
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUBusinesscomplete:
              Match: '1'
              Type: String
            DynamicField_NUForward:
              Match: '1'
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-21 14:02:57
    EntityID: Transition-2cad8838a261232ce329d43232fc9f3b
    ID: '27'
    Name: Create Clinical and ADP tickets
  Transition-32db0e6ce27299c419b821b39eb8714c:
    ChangeTime: 2017-03-22 10:00:54
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUForward:
              Match: '1'
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-21 14:01:30
    EntityID: Transition-32db0e6ce27299c419b821b39eb8714c
    ID: '26'
    Name: Create Clinical and Business tickets
  Transition-4a844ba41b2f4ee59bdb5d6fcd98cdce:
    ChangeTime: 2017-03-13 09:29:20
    Config:
      Condition:
        '1':
          Fields:
            Type:
              Match: ServiceRequest
              Type: String
          Type: or
      ConditionLinking: and
    CreateTime: 2017-03-10 13:10:50
    EntityID: Transition-4a844ba41b2f4ee59bdb5d6fcd98cdce
    ID: '12'
    Name: Submit to Service Desk::AD Account Mgmt
  Transition-7eb49c140b298dc9f2239ccc97274018:
    ChangeTime: 2017-03-22 10:01:30
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUBusinesscomplete:
              Match: '1'
              Type: String
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-21 14:04:04
    EntityID: Transition-7eb49c140b298dc9f2239ccc97274018
    ID: '28'
    Name: Create Business and ADP tickets
  Transition-86da1bc17bb80777fb121b272292a926:
    ChangeTime: 2017-03-22 10:04:32
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUForward:
              Match: '1'
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-17 09:55:23
    EntityID: Transition-86da1bc17bb80777fb121b272292a926
    ID: '20'
    Name: Create Clinical Ticket
  Transition-b2ac7a7b7330f981e85682abd4b74c48:
    ChangeTime: 2017-03-22 10:03:18
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUBusinesscomplete:
              Match: '1'
              Type: String
            DynamicField_NUClinicalcomplete:
              Match: '1'
              Type: String
            DynamicField_NUForward:
              Match: '1'
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-21 14:06:38
    EntityID: Transition-b2ac7a7b7330f981e85682abd4b74c48
    ID: '29'
    Name: Create all tickets
  Transition-eba47cf2672eda1ca3a8d2fe56692754:
    ChangeTime: 2017-03-22 10:03:48
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_NUBusinesscomplete:
              Match: '1'
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2017-03-17 10:01:18
    EntityID: Transition-eba47cf2672eda1ca3a8d2fe56692754
    ID: '22'
    Name: Create ADP access ticket
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rtsmith2329
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by rtsmith2329 »

Fixed it. 'Create Business Ticket' was the first Transition defined in the YML file. And I hadn't told OTRS to make sure the Clinical and ADP boxes were Null before proceeding. So it was just finding the Business ticket transition, matching it and moving to the next Activity.

I've now defined the Conditions to check for the unchecked fields as well as the checked fields. And now it's creating tickets as intended.

Thanks nedmaj for your help. I'll mark this as Solved.
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saranotrs5
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Re: Parallel TicketCreate TransitionAction in Process Management

Post by saranotrs5 »

Hi,
Basically im trying to create tickets in parallel with one ticket as master and remaining tickets linked as child. But only one ticket is created and there is no error. Can anyone guide me with this process management.
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