Parallel TicketCreate TransitionAction in Process Management
Moderator: crythias
-
- Znuny newbie
- Posts: 16
- Joined: 06 Jul 2016, 19:08
- Znuny Version: 5.0.16
- Real Name: Richard Smith
Parallel TicketCreate TransitionAction in Process Management
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.
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.
-
- 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
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.
-
- 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
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:
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?
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!
At this point do I just give up and tell the Help Desk they'll have to manually create child tickets?
-
- Znuny expert
- Posts: 167
- Joined: 26 Nov 2014, 20:34
- Znuny Version: 6.3.4
- Real Name: Samuel Casimiro
- Company: Câmara dos Deputados
- Contact:
Re: Parallel TicketCreate TransitionAction in Process Management
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
Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000
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
-
- 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
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
-
- Znuny expert
- Posts: 167
- Joined: 26 Nov 2014, 20:34
- Znuny Version: 6.3.4
- Real Name: Samuel Casimiro
- Company: Câmara dos Deputados
- Contact:
Re: Parallel TicketCreate TransitionAction in Process Management
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
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
-
- 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
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
-
- 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
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.
-
- Znuny expert
- Posts: 167
- Joined: 26 Nov 2014, 20:34
- Znuny Version: 6.3.4
- Real Name: Samuel Casimiro
- Company: Câmara dos Deputados
- Contact:
Re: Parallel TicketCreate TransitionAction in Process Management
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
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
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
-
- 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
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.
-
- 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
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.
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.
-
- Znuny expert
- Posts: 167
- Joined: 26 Nov 2014, 20:34
- Znuny Version: 6.3.4
- Real Name: Samuel Casimiro
- Company: Câmara dos Deputados
- Contact:
Re: Parallel TicketCreate TransitionAction in Process Management
Sure. Use RegEx:
NUSoftware => Vision|CBORD|ACM
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
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
-
- 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
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.
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
-
- 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
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
-
- 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
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.
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.
-
- Znuny newbie
- Posts: 1
- Joined: 31 Aug 2017, 12:50
- Znuny Version: 5.0.20
- Real Name: Sarah
Re: Parallel TicketCreate TransitionAction in Process Management
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.
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.