DynamicField issue

[dsekelybrs]

I have a dynamic field I am sharing between process management processes. I'm only able to display the value on ticket notifications for one of the processes. It is setup as a ticket dynamic field. When I pull up the ticket in OTRS for the first process I don't even see the field listed in the request area.

[nedmaj]

I suggest you to post the notification text you have problems with. Would be useful if you post the dynamic field config also.

[dsekelybrs]

Which configs do you need to see
DynamicFields::Driver::Registration 7 DynamicFields
DynamicFields::ObjectType::Registration 2 DynamicFields
Frontend::Admin::ModuleRegistration 6 DynamicFields
Frontend::Agent::Preferences 2 DynamicFields

Here is the notification text
field in question <OTRS_TICKET_DynamicField_PM1AssignedRep_Value>

Non working notification

A New Sales Policy Change request has been Auto Approved.

New or Change: <OTRS_TICKET_DynamicField_PM1ChangeType>
Account Number: <OTRS_TICKET_DynamicField_PM1AccountNumber>
Customer Name: <OTRS_TICKET_DynamicField_PM1CustomerName>
Customer Phone: <OTRS_TICKET_DynamicField_PM1CustomerPhone>
US or Canada: <OTRS_TICKET_DynamicField_PM1Region>
Division: <OTRS_TICKET_DynamicField_PM1Division>
New Requested Policy: <OTRS_TICKET_DynamicField_PM1NewRequestedPolicy>
Reason: <OTRS_TICKET_DynamicField_PM1RequestedPolicyReason>
Ship Sequence: <OTRS_TICKET_DynamicField_PM1ShipSequence>
Assigned Rep/House Account: <OTRS_TICKET_DynamicField_PM1AssignedRep_Value>
Request Made By: <OTRS_TICKET_DynamicField_PM1Requestor>

Submitted By: <OTRS_CUSTOMER_REALNAME>

This policy has automatically been moved to new queue to be processed
Click here to view the request.

Working Notification

A new Tier Pricing Change request has been submitted.

Account Number: <OTRS_TICKET_DynamicField_PM2AccountNumber>
Customer Name: <OTRS_TICKET_DynamicField_PM2CustomerName>
Customer Phone: <OTRS_TICKET_DynamicField_PM2CustomerPhone>
US or Canada: <OTRS_TICKET_DynamicField_PM2Region>
Division: <OTRS_TICKET_DynamicField_PM2CustomerDivision>
Current Freight Policy: <OTRS_Ticket_DynamicField_PM2CurrentFreightPolicy>
Current FCM Tier: <OTRS_TICKET_DynamicField_PM2CurrentFCMTier>
New Requested FCM Tier: <OTRS_TICKET_DynamicField_PM2RequestedFCMTier>
Current SS Tier: <OTRS_TICKET_DynamicField_PM2CurrentSSTier>
New Requested SS Tier: <OTRS_TICKET_DynamicField_PM2RequestedSSTier>
Reason: <OTRS_TICKET_DynamicField_PM2ReasonForTierChange>
Assigned Rep/House Account: <OTRS_TICKET_DynamicField_PM1AssignedRep_Value>
Request Made By: <OTRS_TICKET_DynamicField_PM2Requestor>
Approved By: <OTRS_CURRENT_DynamicField_PM2ApprovalUser>

Submitted By: <OTRS_CUSTOMER_REALNAME>

Click here to view and approve or reject the request.

[dsekelybrs]

Sorry here is the dynamic field config. Like I mentioned before this does work for one process management notification but not the other.

Screen Shot 2017-03-31 at 8.40.29 AM.png

Screen Shot 2017-03-31 at 8.40.39 AM.png

[nedmaj]

What's the behavior? Could you post the notification text generated and sent to you e-mail? Could you also post the HTML code (source code button) of the notification config?

[dsekelybrs]

Here is the code source of the notification

Not working Source Code

Code: Select all

A New Sales Policy Change request has been Auto Approved.<br />
<br />
<strong>New or Change:</strong> <OTRS_TICKET_DynamicField_PM1ChangeType><br />
<strong>Account Number:</strong> <OTRS_TICKET_DynamicField_PM1AccountNumber><br />
<strong>Customer Name:</strong> <OTRS_TICKET_DynamicField_PM1CustomerName><br />
<strong>Customer Phone:</strong> <OTRS_TICKET_DynamicField_PM1CustomerPhone><br />
<strong>US or Canada:</strong> <OTRS_TICKET_DynamicField_PM1Region><br />
<strong>Division:</strong> <OTRS_TICKET_DynamicField_PM1Division><br />
<strong>New Requested Policy:</strong> <OTRS_TICKET_DynamicField_PM1NewRequestedPolicy><br />
<strong>Reason</strong>: <OTRS_TICKET_DynamicField_PM1RequestedPolicyReason><br />
<strong>Ship Sequence:</strong> <OTRS_TICKET_DynamicField_PM1ShipSequence><br />
<strong>Assigned Rep/House Account:</strong> <OTRS_TICKET_DynamicField_PM1AssignedRep_Value><br />
<strong>Request Made By:</strong> <OTRS_TICKET_DynamicField_PM1Requestor><br />
<br />
<strong>Submitted By</strong>: <OTRS_CUSTOMER_REALNAME><br />
<br />
This policy has automatically been moved to new queue to be processed<br />
<a href="https://otrs.bigrocksports.com/otrs/index.pl?Action=AgentTicketZoom;TicketID=<OTRS_TICKET_TicketID>">Click here</a> to view the request.

Working Source Code

Code: Select all

A new Tier Pricing Change request has been submitted.<br />
<br />
<strong>Account Number:</strong> <OTRS_TICKET_DynamicField_PM2AccountNumber><br />
<strong>Customer Name:</strong> <OTRS_TICKET_DynamicField_PM2CustomerName><br />
<strong>Customer Phone:</strong> <OTRS_TICKET_DynamicField_PM2CustomerPhone><br />
<strong>US or Canada:</strong> <OTRS_TICKET_DynamicField_PM2Region><br />
<strong>Division:</strong> <OTRS_TICKET_DynamicField_PM2CustomerDivision><br />
<strong>Current Freight Policy:</strong> <OTRS_Ticket_DynamicField_PM2CurrentFreightPolicy><br />
<strong>Current FCM Tier: </strong><OTRS_TICKET_DynamicField_PM2CurrentFCMTier><br />
<strong>New Requested FCM Tier: </strong><OTRS_TICKET_DynamicField_PM2RequestedFCMTier><br />
<strong>Current SS Tier: </strong><OTRS_TICKET_DynamicField_PM2CurrentSSTier><br />
<strong>New Requested SS Tier:</strong> <OTRS_TICKET_DynamicField_PM2RequestedSSTier><br />
<strong>Reason</strong>: <OTRS_TICKET_DynamicField_PM2ReasonForTierChange><br />
<strong>Assigned Rep/House Account:</strong> <OTRS_TICKET_DynamicField_PM1AssignedRep_Value><br />
<strong>Request Made By:</strong> <OTRS_TICKET_DynamicField_PM2Requestor><br />
<strong>Approved By:</strong> <OTRS_CURRENT_DynamicField_PM2ApprovalUser><br />
<br />
<strong>Submitted By</strong>: <OTRS_CUSTOMER_REALNAME><br />
<br />
<a href="https://otrs.bigrocksports.com/otrs/index.pl?Action=AgentTicketZoom;TicketID=<OTRS_TICKET_TicketID>">Click here</a> to view and approve or reject the request.<br />
<br />
&nbsp;

What happens when the email gets sent is it does not show the value selected from the dropdown. The Assigned Rep/House Account: line is the one in question.

Not Working Notification

Screen Shot 2017-03-31 at 9.09.42 AM.png

Working Notification

Screen Shot 2017-03-31 at 9.10.28 AM.png

[nedmaj]

I was suspecting of the formatting, but everything looks fine.

The only reason I see is that the field is actually blank in the process in question. I suggest you double check that.

[dsekelybrs]

The field is not blank when submitting the request

Screen Shot 2017-03-31 at 9.51.39 AM.png

The field is not showing either when I open the ticket view

Screen Shot 2017-03-31 at 9.53.10 AM.png

But it is on the other process ticket view

Screen Shot 2017-03-31 at 9.55.20 AM.png

[nedmaj]

Is there an entry in the ticket history for this field?

[dsekelybrs]

do you mean this

Screen Shot 2017-03-31 at 11.39.55 AM.png

[nedmaj]

No, I mean the ticket history, not articles list.

[dsekelybrs]

sorry this is new to me so took me a bit to find it.

History of Ticket#10772102 — Sales Policy Request - test (Test)
Close dialog
History Content
ACTION COMMENT ZOOM USER CREATETIME
NewTicket New Ticket [10772102] created (Q=Customer.Service;P=3 normal;S=new). - Ticket System 03/30/2017 12:04:03 (-4)
CustomerUpdate Updated: CustomerID=dsekely@bigrocksports.com;CustomerUser=dsekely; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=CustomerCompany;Value=Shared Services;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=CustomerDepartment;Value=Information Technology;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=CustomerFirstname;Value=David;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=CustomerLastname;Value=Sekely;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=ProcessManagementProcessID;Value=Process-0b7d86ecc00082f7c92c540bfa2f573c;OldV... - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=ProcessManagementActivityID;Value=Activity-2ede0f53b45c5a280e105ab6b48aa265;Ol... - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1ChangeType;Value=Change;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1AccountNumber;Value=Test;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1CustomerName;Value=test;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1CustomerPhone;Value=test;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1Region;Value=US;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1Division;Value=Fishing;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1NewRequestedPolicy;Value=test;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1RequestedPolicyReason;Value=test;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1ShipSequence;Value=test;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1AssignedRep;Value=A007 - Seth Mostero;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1Requestor;Value=Customer;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1Approval;Value=Requested;OldValue=; - Ticket System 03/30/2017 12:04:03 (-4)
TicketDynamicFieldUpdate Updated: FieldName=ProcessManagementActivityID;Value=Activity-2d751c42a5816b0d5c159365ed6d00d9;Ol... - Ticket System 03/30/2017 12:04:03 (-4)
Move Ticket moved into Queue "Sales Policy Changes::Incoming Other" (184) from Queue "Customer.Service... - Ticket System 03/30/2017 12:04:04 (-4)
SendAgentNotification "Ticket queue update notification" notification was sent to "bmcnutt" by "Email". - Ticket System 03/30/2017 12:04:04 (-4)
TicketDynamicFieldUpdate Updated: FieldName=PM1AssignedRep;Value=;OldValue=A007 - Seth Mostero; - Ticket System 03/30/2017 12:04:04 (-4)
TitleUpdate Title updated: Old: "Sales Policy Request - New/Change - 2017-03-30 16:04:03", New: "Sales Policy... - Ticket System 03/30/2017 12:04:04 (-4)
Misc SalesPolicyRequestUpdateTitle (Title=Sales Policy Request - test (Test)) - Ticket System 03/30/2017 12:04:04 (-4)
SendAgentNotification "PM1 - new to approvers (US)" notification was sent to "bmcnutt" by "Email". - Ticket System 03/30/2017 12:04:04 (-4)
SendAgentNotification "PM1 - new to approvers (US)" notification was sent to "rlink" by "Email". - Ticket System 03/30/2017 12:04:04 (-4)
SendAgentNotification "PM1 - new to approvers (US)" notification was sent to "krooney" by "Email". - Ticket System 03/30/2017 12:04:04 (-4)
SendAgentNotification "PM1 - new to approvers (US)" notification was sent to "rzitter" by "Email". - Ticket System 03/30/2017 12:04:04 (-4)
SendCustomerNotification Notification sent to "dsekely@bigrocksports.com".
Zoom view
Ticket System 03/30/2017 12:04:04 (-4)
SendAgentNotification "PM1 - watcher new" notification was sent to "amelvill" by "Email". - Ticket System 03/30/2017 12:04:05 (-4)
Move Ticket moved into Queue "Junk" (3) from Queue "Sales Policy Changes::Incoming Other" (184). - David Sekely 03/30/2017 12:09:57 (-4)
AddNote Generic Agent note added.
Zoom view
Ticket System 03/30/2017 12:09:57 (-4)
StateUpdate Old: "new" New: "removed" - Ticket System 03/30/2017 12:09:57 (-4)

[nedmaj]

Have you seen these ones:

TicketDynamicFieldUpdate Updated: FieldName=PM1AssignedRep;Value=A007 - Seth Mostero;OldValue=; - Ticket System 03/30/2017 12:04:03

(...)

TicketDynamicFieldUpdate Updated: FieldName=PM1AssignedRep;Value=;OldValue=A007 - Seth Mostero; - Ticket System 03/30/2017 12:04:04

Something in your process is erasing the field value. Maybe a misconfigured DynamicFieldSet action.

[dsekelybrs]

I did notice that in looking through it. I will have to look at the process and see if I can see something.

[dsekelybrs]

I can't find anywhere in the process that is changing that dynamicfield value

PM1AssignedRep. I only see that dynamic field referenced 2 times

Code: Select all

---
Activities:
  Activity-031175fffa45d413ffeb021984bbd898:
    ActivityDialogs:
    - ActivityDialog-0be5be36d0321d7d0db33f2335c3188a
    - ActivityDialog-80148b408520e90f43a83a4cc20e958a
    - ActivityDialog-8db52e56dd57c53c60766f9b3d5b6e91
    ChangeTime: 2015-05-21 15:14:03
    Config:
      ActivityDialog:
        '1': ActivityDialog-0be5be36d0321d7d0db33f2335c3188a
        '2': ActivityDialog-80148b408520e90f43a83a4cc20e958a
        '3': ActivityDialog-8db52e56dd57c53c60766f9b3d5b6e91
    CreateTime: 2014-12-18 01:44:41
    EntityID: Activity-031175fffa45d413ffeb021984bbd898
    ID: 6
    Name: PM1 - Approved New Request
  Activity-2d751c42a5816b0d5c159365ed6d00d9:
    ActivityDialogs:
    - ActivityDialog-463d4c2f240c18c7332f98a57b34f144
    - ActivityDialog-4ce601f81c2c94c7abe6c1ef5a3c960a
    - ActivityDialog-a95f0f46f668a2f60cb9b16ac5b086c9
    ChangeTime: 2015-05-18 16:20:16
    Config:
      ActivityDialog:
        '1': ActivityDialog-463d4c2f240c18c7332f98a57b34f144
        '2': ActivityDialog-4ce601f81c2c94c7abe6c1ef5a3c960a
        '3': ActivityDialog-a95f0f46f668a2f60cb9b16ac5b086c9
    CreateTime: 2014-12-17 17:36:51
    EntityID: Activity-2d751c42a5816b0d5c159365ed6d00d9
    ID: 3
    Name: PM1 - Pending Approval
  Activity-2ede0f53b45c5a280e105ab6b48aa265:
    ActivityDialogs:
    - ActivityDialog-a95f0f46f668a2f60cb9b16ac5b086c9
    ChangeTime: 2015-05-18 16:19:20
    Config:
      ActivityDialog:
        '1': ActivityDialog-a95f0f46f668a2f60cb9b16ac5b086c9
    CreateTime: 2014-12-16 19:12:11
    EntityID: Activity-2ede0f53b45c5a280e105ab6b48aa265
    ID: 1
    Name: PM1 - Gather Request
  Activity-6b20577f249a6aa7a4aaf9361f937373:
    ActivityDialogs: []
    ChangeTime: 2015-05-18 16:22:14
    Config: {}
    CreateTime: 2014-12-18 01:42:27
    EntityID: Activity-6b20577f249a6aa7a4aaf9361f937373
    ID: 5
    Name: PM1 - Request Rejected
  Activity-a2c428e743b3fb06271e14ef3011f0a2:
    ActivityDialogs: []
    ChangeTime: 2015-05-18 16:28:45
    Config: {}
    CreateTime: 2015-02-23 14:38:03
    EntityID: Activity-a2c428e743b3fb06271e14ef3011f0a2
    ID: 7
    Name: PM1 - Request Complete
  Activity-f58af35ebcc27b23c8e9681a0e109ab3:
    ActivityDialogs:
    - ActivityDialog-fdb90da462e1704523e3713b8a1a5d74
    - ActivityDialog-80148b408520e90f43a83a4cc20e958a
    - ActivityDialog-8db52e56dd57c53c60766f9b3d5b6e91
    ChangeTime: 2015-05-21 15:14:14
    Config:
      ActivityDialog:
        '1': ActivityDialog-fdb90da462e1704523e3713b8a1a5d74
        '2': ActivityDialog-80148b408520e90f43a83a4cc20e958a
        '3': ActivityDialog-8db52e56dd57c53c60766f9b3d5b6e91
    CreateTime: 2014-12-17 23:05:35
    EntityID: Activity-f58af35ebcc27b23c8e9681a0e109ab3
    ID: 4
    Name: PM1 - Approved Change Request
ActivityDialogs:
  ActivityDialog-0be5be36d0321d7d0db33f2335c3188a:
    ChangeTime: 2015-05-18 16:27:35
    Config:
      DescriptionLong: ''
      DescriptionShort: Convert to Change
      FieldOrder:
      - DynamicField_PM1ChangeType
      Fields:
        DynamicField_PM1ChangeType:
          DefaultValue: Change
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '0'
      Interface:
      - AgentInterface
      Permission: rw
      RequiredLock: '1'
      SubmitAdviceText: ''
      SubmitButtonText: ''
    CreateTime: 2014-12-29 20:35:57
    EntityID: ActivityDialog-0be5be36d0321d7d0db33f2335c3188a
    ID: 7
    Name: PM1 - Convert to Change
  ActivityDialog-463d4c2f240c18c7332f98a57b34f144:
    ChangeTime: 2015-05-18 16:27:57
    Config:
      DescriptionLong: ''
      DescriptionShort: Approve Request
      FieldOrder:
      - DynamicField_PM1Approval
      - DynamicField_PM1ApprovalNotes
      Fields:
        DynamicField_PM1Approval:
          DefaultValue: Approved
          DescriptionLong: ''
          DescriptionShort: Approval
          Display: '0'
        DynamicField_PM1ApprovalNotes:
          DefaultValue: ''
          DescriptionLong: Notes (optional)
          DescriptionShort: ''
          Display: '1'
      Interface:
      - AgentInterface
      Permission: rw
      RequiredLock: '1'
      SubmitAdviceText: ''
      SubmitButtonText: Approve Request
    CreateTime: 2014-12-17 18:19:58
    EntityID: ActivityDialog-463d4c2f240c18c7332f98a57b34f144
    ID: 4
    Name: PM1 - Approve Request
  ActivityDialog-4ce601f81c2c94c7abe6c1ef5a3c960a:
    ChangeTime: 2015-05-18 16:27:51
    Config:
      DescriptionLong: ''
      DescriptionShort: Reject Request
      FieldOrder:
      - DynamicField_PM1Approval
      - DynamicField_PM1ApprovalNotes
      Fields:
        DynamicField_PM1Approval:
          DefaultValue: Rejected
          DescriptionLong: ''
          DescriptionShort: Reject
          Display: '0'
        DynamicField_PM1ApprovalNotes:
          DefaultValue: ''
          DescriptionLong: Comments
          DescriptionShort: ''
          Display: '2'
      Interface:
      - AgentInterface
      Permission: rw
      RequiredLock: '1'
      SubmitAdviceText: ''
      SubmitButtonText: Reject Request
    CreateTime: 2014-12-17 18:21:22
    EntityID: ActivityDialog-4ce601f81c2c94c7abe6c1ef5a3c960a
    ID: 5
    Name: PM1 - Reject Request
  ActivityDialog-80148b408520e90f43a83a4cc20e958a:
    ChangeTime: 2015-05-21 15:15:42
    Config:
      DescriptionLong: ''
      DescriptionShort: Close with Comment
      FieldOrder:
      - DynamicField_PM1ClosureComment
      - State
      Fields:
        DynamicField_PM1ClosureComment:
          DefaultValue: ''
          DescriptionLong: Comment
          DescriptionShort: ''
          Display: '2'
        State:
          DefaultValue: closed successful
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '0'
      Interface:
      - AgentInterface
      Permission: rw
      RequiredLock: '1'
      SubmitAdviceText: Provide a comment to be sent to the original submitter of
        the ticket.
      SubmitButtonText: ''
    CreateTime: 2015-05-21 15:07:13
    EntityID: ActivityDialog-80148b408520e90f43a83a4cc20e958a
    ID: 12
    Name: PM1 - Close with Comment
  ActivityDialog-8db52e56dd57c53c60766f9b3d5b6e91:
    ChangeTime: 2015-12-04 05:24:51
    Config:
      DescriptionLong: ''
      DescriptionShort: Close without Comment
      FieldOrder:
      - State
      Fields:
        State:
          DefaultValue: closed successful
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '0'
      Interface:
      - AgentInterface
      Permission: ''
      RequiredLock: '1'
      SubmitAdviceText: ''
      SubmitButtonText: ''
    CreateTime: 2015-05-21 15:09:55
    EntityID: ActivityDialog-8db52e56dd57c53c60766f9b3d5b6e91
    ID: 14
    Name: PM1 - Close without Comment
  ActivityDialog-a95f0f46f668a2f60cb9b16ac5b086c9:
    ChangeTime: 2017-03-30 16:03:12
    Config:
      DescriptionLong: Gather data to request a new or make a change to an existing
        sales policy.
      DescriptionShort: Request Form
      FieldOrder:
      - CustomerID
      - DynamicField_PM1ChangeType
      - DynamicField_PM1AccountNumber
      - DynamicField_PM1CustomerName
      - DynamicField_PM1CustomerPhone
      - DynamicField_PM1Region
      - DynamicField_PM1Division
      - DynamicField_PM1NewRequestedPolicy
      - DynamicField_PM1RequestedPolicyReason
      - DynamicField_PM1ShipSequence
      - DynamicField_PM1AssignedRep
      - DynamicField_PM1Requestor
      - DynamicField_PM1Approval
      Fields:
        CustomerID:
          DefaultValue: ''
          DescriptionLong: Email address of requestor
          DescriptionShort: ''
          Display: '2'
        DynamicField_PM1AccountNumber:
          DefaultValue: ''
          DescriptionLong: Customer Account Number
          DescriptionShort: ''
          Display: '2'
        DynamicField_PM1Approval:
          DefaultValue: Requested
          DescriptionLong: Approval
          DescriptionShort: ''
          Display: '0'
        DynamicField_PM1AssignedRep:
          DefaultValue: ''
          DescriptionLong: Assigned Sales Rep
          DescriptionShort: ''
          Display: '2'
        DynamicField_PM1ChangeType:
          DefaultValue: ''
          DescriptionLong: Is this a change to an existing, or a new sales policy
            request?
          DescriptionShort: ''
          Display: '2'
        DynamicField_PM1CustomerName:
          DefaultValue: ''
          DescriptionLong: Customer Name
          DescriptionShort: ''
          Display: '2'
        DynamicField_PM1CustomerPhone:
          DefaultValue: ''
          DescriptionLong: Customer Phone Number
          DescriptionShort: ''
          Display: '2'
        DynamicField_PM1Division:
          DefaultValue: ''
          DescriptionLong: Division
          DescriptionShort: ''
          Display: '2'
        DynamicField_PM1NewRequestedPolicy:
          DefaultValue: ''
          DescriptionLong: New Requested Policy
          DescriptionShort: ''
          Display: '2'
        DynamicField_PM1Region:
          DefaultValue: ''
          DescriptionLong: Canada or US
          DescriptionShort: ''
          Display: '2'
        DynamicField_PM1RequestedPolicyReason:
          DefaultValue: ''
          DescriptionLong: New requested policy reason
          DescriptionShort: ''
          Display: '2'
        DynamicField_PM1Requestor:
          DefaultValue: ''
          DescriptionLong: Requested by the dealer or rep
          DescriptionShort: ''
          Display: '2'
        DynamicField_PM1ShipSequence:
          DefaultValue: ''
          DescriptionLong: Ship Sequence
          DescriptionShort: ''
          Display: '2'
      Interface:
      - AgentInterface
      - CustomerInterface
      Permission: ''
      RequiredLock: 0
      SubmitAdviceText: Provide the appropriate information for the sales change request
      SubmitButtonText: Submit Request
    CreateTime: 2014-12-17 17:23:01
    EntityID: ActivityDialog-a95f0f46f668a2f60cb9b16ac5b086c9
    ID: 2
    Name: PM1 - Request Form
  ActivityDialog-fdb90da462e1704523e3713b8a1a5d74:
    ChangeTime: 2015-05-18 16:28:06
    Config:
      DescriptionLong: ''
      DescriptionShort: Convert to New
      FieldOrder:
      - DynamicField_PM1ChangeType
      Fields:
        DynamicField_PM1ChangeType:
          DefaultValue: New
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '0'
      Interface:
      - AgentInterface
      Permission: rw
      RequiredLock: '1'
      SubmitAdviceText: ''
      SubmitButtonText: ''
    CreateTime: 2014-12-29 20:35:34
    EntityID: ActivityDialog-fdb90da462e1704523e3713b8a1a5d74
    ID: 6
    Name: PM1 - Convert to New
Process:
  Activities:
  - Activity-031175fffa45d413ffeb021984bbd898
  - Activity-2d751c42a5816b0d5c159365ed6d00d9
  - Activity-2ede0f53b45c5a280e105ab6b48aa265
  - Activity-6b20577f249a6aa7a4aaf9361f937373
  - Activity-a2c428e743b3fb06271e14ef3011f0a2
  - Activity-f58af35ebcc27b23c8e9681a0e109ab3
  ChangeTime: 2017-02-06 20:17:04
  Config:
    Description: Request a new, or a change to an existing, Sales Policy
    Path:
      Activity-031175fffa45d413ffeb021984bbd898:
        Transition-09e015bd9c990e5f861336b6f45b201f:
          ActivityEntityID: Activity-f58af35ebcc27b23c8e9681a0e109ab3
          TransitionAction:
          - TransitionAction-0116d52fb975b7c4396e9ca02846d8ae
          - TransitionAction-e81fc1d47dfb26944a2f1361634b52e6
          - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
        Transition-a2051608284ae7892915c1202d6be28d:
          ActivityEntityID: Activity-a2c428e743b3fb06271e14ef3011f0a2
          TransitionAction: []
      Activity-2d751c42a5816b0d5c159365ed6d00d9:
        Transition-09e015bd9c990e5f861336b6f45b201f:
          ActivityEntityID: Activity-f58af35ebcc27b23c8e9681a0e109ab3
          TransitionAction:
          - TransitionAction-e81fc1d47dfb26944a2f1361634b52e6
          - TransitionAction-906021fa59bc162b382c05fde0560c53
          - TransitionAction-0116d52fb975b7c4396e9ca02846d8ae
          - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
        Transition-4d722b8eef73321b0c7da52a50c2769f:
          ActivityEntityID: Activity-031175fffa45d413ffeb021984bbd898
          TransitionAction:
          - TransitionAction-1becad40e3aa0eac307cfefc592ac152
          - TransitionAction-906021fa59bc162b382c05fde0560c53
          - TransitionAction-2299f5c8fed968de1e0827a6452c6c16
          - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
        Transition-7a63a1c6e67d05ce1e55ee030b929afb:
          ActivityEntityID: Activity-6b20577f249a6aa7a4aaf9361f937373
          TransitionAction:
          - TransitionAction-1a4999180819ead9126bdec45e13ed46
          - TransitionAction-906021fa59bc162b382c05fde0560c53
      Activity-2ede0f53b45c5a280e105ab6b48aa265:
        Transition-0d06240041440385bb4ec0200f8cf7ea:
          ActivityEntityID: Activity-2d751c42a5816b0d5c159365ed6d00d9
          TransitionAction:
          - TransitionAction-06e299b68b1a57a4d93a7fd442cbda50
          - TransitionAction-0116d52fb975b7c4396e9ca02846d8ae
        Transition-28136686f33f2f114e166c824df10cb1:
          ActivityEntityID: Activity-031175fffa45d413ffeb021984bbd898
          TransitionAction:
          - TransitionAction-1becad40e3aa0eac307cfefc592ac152
          - TransitionAction-a4752a175dbab378420f1ba5fd50c894
          - TransitionAction-2299f5c8fed968de1e0827a6452c6c16
          - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
          - TransitionAction-a4e0c8e4b1189269d550dbee1b792240
          - TransitionAction-77f6f047ddc7791cda09ba376fbce441
        Transition-85277ad1b35383e62e9152197fcd60fd:
          ActivityEntityID: Activity-2d751c42a5816b0d5c159365ed6d00d9
          TransitionAction:
          - TransitionAction-0116d52fb975b7c4396e9ca02846d8ae
          - TransitionAction-7855e5da7481fb461994340037f581d7
        Transition-e6bdb5784da256640bc3f8ddcfa6fcb2:
          ActivityEntityID: Activity-031175fffa45d413ffeb021984bbd898
          TransitionAction:
          - TransitionAction-1becad40e3aa0eac307cfefc592ac152
          - TransitionAction-2299f5c8fed968de1e0827a6452c6c16
          - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
          - TransitionAction-a4e0c8e4b1189269d550dbee1b792240
          - TransitionAction-b4f01aaf8762a667b273c3e9e36a1547
          - TransitionAction-77f6f047ddc7791cda09ba376fbce441
      Activity-6b20577f249a6aa7a4aaf9361f937373: {}
      Activity-a2c428e743b3fb06271e14ef3011f0a2: {}
      Activity-f58af35ebcc27b23c8e9681a0e109ab3:
        Transition-4d722b8eef73321b0c7da52a50c2769f:
          ActivityEntityID: Activity-031175fffa45d413ffeb021984bbd898
          TransitionAction:
          - TransitionAction-1becad40e3aa0eac307cfefc592ac152
          - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
          - TransitionAction-0116d52fb975b7c4396e9ca02846d8ae
        Transition-a2051608284ae7892915c1202d6be28d:
          ActivityEntityID: Activity-a2c428e743b3fb06271e14ef3011f0a2
          TransitionAction: []
    StartActivity: Activity-2ede0f53b45c5a280e105ab6b48aa265
    StartActivityDialog: ActivityDialog-a95f0f46f668a2f60cb9b16ac5b086c9
  CreateTime: 2014-12-16 19:11:49
  EntityID: Process-0b7d86ecc00082f7c92c540bfa2f573c
  ID: 1
  Layout:
    Activity-031175fffa45d413ffeb021984bbd898:
      left: '774'
      top: '10'
    Activity-2d751c42a5816b0d5c159365ed6d00d9:
      left: '455'
      top: '278'
    Activity-2ede0f53b45c5a280e105ab6b48aa265:
      left: '172'
      top: '28'
    Activity-6b20577f249a6aa7a4aaf9361f937373:
      left: '47'
      top: '341'
    Activity-a2c428e743b3fb06271e14ef3011f0a2:
      left: '1243'
      top: '207'
    Activity-f58af35ebcc27b23c8e9681a0e109ab3:
      left: '843'
      top: '355'
  Name: Sales Policy Request - New/Change
  State: Active
  StateEntityID: S1
  TransitionActions:
  - TransitionAction-0116d52fb975b7c4396e9ca02846d8ae
  - TransitionAction-e81fc1d47dfb26944a2f1361634b52e6
  - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
  - TransitionAction-0116d52fb975b7c4396e9ca02846d8ae
  - TransitionAction-906021fa59bc162b382c05fde0560c53
  - TransitionAction-e81fc1d47dfb26944a2f1361634b52e6
  - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
  - TransitionAction-1becad40e3aa0eac307cfefc592ac152
  - TransitionAction-2299f5c8fed968de1e0827a6452c6c16
  - TransitionAction-906021fa59bc162b382c05fde0560c53
  - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
  - TransitionAction-1a4999180819ead9126bdec45e13ed46
  - TransitionAction-906021fa59bc162b382c05fde0560c53
  - TransitionAction-0116d52fb975b7c4396e9ca02846d8ae
  - TransitionAction-06e299b68b1a57a4d93a7fd442cbda50
  - TransitionAction-1becad40e3aa0eac307cfefc592ac152
  - TransitionAction-2299f5c8fed968de1e0827a6452c6c16
  - TransitionAction-77f6f047ddc7791cda09ba376fbce441
  - TransitionAction-a4752a175dbab378420f1ba5fd50c894
  - TransitionAction-a4e0c8e4b1189269d550dbee1b792240
  - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
  - TransitionAction-0116d52fb975b7c4396e9ca02846d8ae
  - TransitionAction-7855e5da7481fb461994340037f581d7
  - TransitionAction-1becad40e3aa0eac307cfefc592ac152
  - TransitionAction-2299f5c8fed968de1e0827a6452c6c16
  - TransitionAction-77f6f047ddc7791cda09ba376fbce441
  - TransitionAction-a4e0c8e4b1189269d550dbee1b792240
  - TransitionAction-b4f01aaf8762a667b273c3e9e36a1547
  - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
  - TransitionAction-0116d52fb975b7c4396e9ca02846d8ae
  - TransitionAction-1becad40e3aa0eac307cfefc592ac152
  - TransitionAction-f34df6be985ce0b06fc79aebbddd1115
  Transitions:
  - Transition-09e015bd9c990e5f861336b6f45b201f
  - Transition-a2051608284ae7892915c1202d6be28d
  - Transition-09e015bd9c990e5f861336b6f45b201f
  - Transition-4d722b8eef73321b0c7da52a50c2769f
  - Transition-7a63a1c6e67d05ce1e55ee030b929afb
  - Transition-0d06240041440385bb4ec0200f8cf7ea
  - Transition-28136686f33f2f114e166c824df10cb1
  - Transition-85277ad1b35383e62e9152197fcd60fd
  - Transition-e6bdb5784da256640bc3f8ddcfa6fcb2
  - Transition-4d722b8eef73321b0c7da52a50c2769f
  - Transition-a2051608284ae7892915c1202d6be28d
TransitionActions:
  TransitionAction-0116d52fb975b7c4396e9ca02846d8ae:
    ChangeTime: 2014-12-18 22:49:21
    Config:
      Config:
        OwnerID: '1'
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketOwnerSet
    CreateTime: 2014-12-18 22:49:21
    EntityID: TransitionAction-0116d52fb975b7c4396e9ca02846d8ae
    ID: 7
    Name: Set to Unassigned
  TransitionAction-06e299b68b1a57a4d93a7fd442cbda50:
    ChangeTime: 2015-05-18 16:29:12
    Config:
      Config:
        Queue: Sales Policy Changes::Incoming Other
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
    CreateTime: 2014-12-17 17:44:47
    EntityID: TransitionAction-06e299b68b1a57a4d93a7fd442cbda50
    ID: 1
    Name: PM1 - Assign to Incoming Other
  TransitionAction-1a4999180819ead9126bdec45e13ed46:
    ChangeTime: 2015-05-18 16:49:24
    Config:
      Config:
        State: closed unsuccessful
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketStateSet
    CreateTime: 2014-12-17 22:59:22
    EntityID: TransitionAction-1a4999180819ead9126bdec45e13ed46
    ID: 5
    Name: Set to closed unsuccessful
  TransitionAction-1becad40e3aa0eac307cfefc592ac152:
    ChangeTime: 2015-05-18 16:29:17
    Config:
      Config:
        Queue: Sales Policy Changes::New
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
    CreateTime: 2014-12-17 22:56:33
    EntityID: TransitionAction-1becad40e3aa0eac307cfefc592ac152
    ID: 3
    Name: 'PM1 - Assign to queue: New'
  TransitionAction-2299f5c8fed968de1e0827a6452c6c16:
    ChangeTime: 2014-12-19 18:49:14
    Config:
      Config:
        OwnerID: '1'
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketOwnerSet
    CreateTime: 2014-12-19 18:49:14
    EntityID: TransitionAction-2299f5c8fed968de1e0827a6452c6c16
    ID: 9
    Name: Unassign Ticket
  TransitionAction-77f6f047ddc7791cda09ba376fbce441:
    ChangeTime: 2017-02-02 18:19:46
    Config:
      Config:
        PM1AutoApprovalUser: SystemAutoApprove
      Module: Kernel::System::ProcessManagement::TransitionAction::DynamicFieldSet
    CreateTime: 2017-01-25 20:27:10
    EntityID: TransitionAction-77f6f047ddc7791cda09ba376fbce441
    ID: 20
    Name: PM1 - Set Approver Dynamic Field Username - Auto
  TransitionAction-7855e5da7481fb461994340037f581d7:
    ChangeTime: 2015-05-18 16:29:00
    Config:
      Config:
        Queue: Sales Policy Changes::Incoming Canada
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
    CreateTime: 2015-02-21 18:22:31
    EntityID: TransitionAction-7855e5da7481fb461994340037f581d7
    ID: 11
    Name: PM1 - Assign to Incoming Canada
  TransitionAction-906021fa59bc162b382c05fde0560c53:
    ChangeTime: 2015-05-18 16:47:26
    Config:
      Config:
        PM1ApprovalUser: <OTRS_Ticket_Owner>
      Module: Kernel::System::ProcessManagement::TransitionAction::DynamicFieldSet
    CreateTime: 2014-12-19 15:49:57
    EntityID: TransitionAction-906021fa59bc162b382c05fde0560c53
    ID: 8
    Name: PM1 - Set Approver Dynamic Field Username
  TransitionAction-a4752a175dbab378420f1ba5fd50c894:
    ChangeTime: 2017-02-06 20:16:04
    Config:
      Config:
        PM1AutoApprovalRegion: CA
      Module: Kernel::System::ProcessManagement::TransitionAction::DynamicFieldSet
    CreateTime: 2017-02-02 18:49:26
    EntityID: TransitionAction-a4752a175dbab378420f1ba5fd50c894
    ID: 34
    Name: PM1 - Set AutoApproval Dynamic Field CA
  TransitionAction-a4e0c8e4b1189269d550dbee1b792240:
    ChangeTime: 2017-02-02 18:39:36
    Config:
      Config:
        PM1Approval: Approved
      Module: Kernel::System::ProcessManagement::TransitionAction::DynamicFieldSet
    CreateTime: 2017-02-02 18:28:16
    EntityID: TransitionAction-a4e0c8e4b1189269d550dbee1b792240
    ID: 33
    Name: PM1 - Set Approved Dynamic Field Auto
  TransitionAction-b4f01aaf8762a667b273c3e9e36a1547:
    ChangeTime: 2017-02-06 20:16:58
    Config:
      Config:
        PM1AutoApprovalRegion: US
      Module: Kernel::System::ProcessManagement::TransitionAction::DynamicFieldSet
    CreateTime: 2017-02-02 16:55:10
    EntityID: TransitionAction-b4f01aaf8762a667b273c3e9e36a1547
    ID: 30
    Name: PM1 - Set AutoApproval Dynamic Field US
  TransitionAction-e81fc1d47dfb26944a2f1361634b52e6:
    ChangeTime: 2015-05-18 16:29:06
    Config:
      Config:
        Queue: Sales Policy Changes::Change
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
    CreateTime: 2014-12-17 22:58:08
    EntityID: TransitionAction-e81fc1d47dfb26944a2f1361634b52e6
    ID: 4
    Name: 'PM1 - Assign to queue: Change'
  TransitionAction-f34df6be985ce0b06fc79aebbddd1115:
    ChangeTime: 2014-12-19 18:49:27
    Config:
      Config:
        State: new
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketStateSet
    CreateTime: 2014-12-19 18:49:27
    EntityID: TransitionAction-f34df6be985ce0b06fc79aebbddd1115
    ID: 10
    Name: Set to New
Transitions:
  Transition-09e015bd9c990e5f861336b6f45b201f:
    ChangeTime: 2015-05-18 16:22:53
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_PM1Approval:
              Match: Approved
              Type: String
          Type: and
        '2':
          Fields:
            DynamicField_PM1ChangeType:
              Match: Change
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2014-12-17 23:01:37
    EntityID: Transition-09e015bd9c990e5f861336b6f45b201f
    ID: 4
    Name: PM1 - Approved Change
  Transition-0d06240041440385bb4ec0200f8cf7ea:
    ChangeTime: 2017-02-06 16:48:05
    Config:
      Condition:
        '2':
          Fields:
            DynamicField_PM1Region:
              Match: US
              Type: String
          Type: and
        '3':
          Fields:
            DynamicField_PM1ChangeType:
              Match: Change
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2014-12-17 17:38:34
    EntityID: Transition-0d06240041440385bb4ec0200f8cf7ea
    ID: 1
    Name: PM1 - Request Approval - US
  Transition-28136686f33f2f114e166c824df10cb1:
    ChangeTime: 2017-02-06 18:32:22
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_PM1ChangeType:
              Match: New
              Type: String
          Type: and
        '3':
          Fields:
            DynamicField_PM1Region:
              Match: Canada
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2017-02-02 16:51:24
    EntityID: Transition-28136686f33f2f114e166c824df10cb1
    ID: 23
    Name: PM1 - Auto Approve New CA
  Transition-4d722b8eef73321b0c7da52a50c2769f:
    ChangeTime: 2015-05-18 16:22:31
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_PM1Approval:
              Match: Approved
              Type: String
          Type: and
        '2':
          Fields:
            DynamicField_PM1ChangeType:
              Match: New
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2014-12-17 17:40:01
    EntityID: Transition-4d722b8eef73321b0c7da52a50c2769f
    ID: 2
    Name: PM1 - Approved New
  Transition-7a63a1c6e67d05ce1e55ee030b929afb:
    ChangeTime: 2015-05-18 16:22:02
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_PM1Approval:
              Match: Rejected
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2014-12-17 17:40:20
    EntityID: Transition-7a63a1c6e67d05ce1e55ee030b929afb
    ID: 3
    Name: PM1 - Rejected
  Transition-85277ad1b35383e62e9152197fcd60fd:
    ChangeTime: 2017-02-06 16:47:48
    Config:
      Condition:
        '2':
          Fields:
            DynamicField_PM1Region:
              Match: Canada
              Type: String
          Type: and
        '3':
          Fields:
            DynamicField_PM1ChangeType:
              Match: Change
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2015-02-21 18:28:18
    EntityID: Transition-85277ad1b35383e62e9152197fcd60fd
    ID: 5
    Name: PM1 - Request Approval - Canada
  Transition-a2051608284ae7892915c1202d6be28d:
    ChangeTime: 2015-05-18 16:28:29
    Config:
      Condition:
        '1':
          Fields:
            State:
              Match: closed successful
              Type: String
          Type: and
        '2':
          Fields:
            State:
              Match: closed unsuccessful
              Type: String
          Type: and
      ConditionLinking: or
    CreateTime: 2015-02-23 14:43:10
    EntityID: Transition-a2051608284ae7892915c1202d6be28d
    ID: 6
    Name: PM1 - Completed Request
  Transition-e6bdb5784da256640bc3f8ddcfa6fcb2:
    ChangeTime: 2017-02-06 18:32:06
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_PM1ChangeType:
              Match: New
              Type: String
          Type: and
        '4':
          Fields:
            DynamicField_PM1Region:
              Match: US
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2017-01-25 20:23:27
    EntityID: Transition-e6bdb5784da256640bc3f8ddcfa6fcb2
    ID: 15
    Name: PM1 - Auto Approve New US

[nedmaj]

Do you have any ACL using this field? If so, post it please.

[dsekelybrs]

No I do not.

[nedmaj]

Without access to your machine I can suggest only one thing left: delete your process and recreate it.

[dsekelybrs]

I will try that route. Thank you for all of your help. I appreciate it.