Change ticket type and status
Moderator: crythias
Change ticket type and status
Hi,
as incident management supervisor, sometimes i need to change ticket type in order to move from ServiceRequest (default) to Incident, to help agents in working requests. I noticed if i change type the ticket automatically switches in open state? What's the parameter in order to set system to keep the state to "new"?
thanks
as incident management supervisor, sometimes i need to change ticket type in order to move from ServiceRequest (default) to Incident, to help agents in working requests. I noticed if i change type the ticket automatically switches in open state? What's the parameter in order to set system to keep the state to "new"?
thanks
-
- Znuny newbie
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Re: Change ticket type and status
Hi,
I think that can be done using the Generic Agent.
You should have a look on TicketTypeUpdate for events.
This event + some filters can do the job !
I think that can be done using the Generic Agent.
You should have a look on TicketTypeUpdate for events.
This event + some filters can do the job !
Re: Change ticket type and status
.... i don't know if genericagent could help me.... based on service catalog i cannot distinguish exactly between SR or Incident. Example: "PC Support" could be a request for a new item or a problem.....
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- Znuny newbie
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Re: Change ticket type and status
No... There is a misunderstanding !
You said that when you switch from a ticket type to another, the ticket state goes from New to Open.
And you wan to keep the "new" state.
You can create a Generic Agent task based on TicketTypeUpdate filtered on ticket state = new, to set the state "new" as it is.
You said that when you switch from a ticket type to another, the ticket state goes from New to Open.
And you wan to keep the "new" state.
You can create a Generic Agent task based on TicketTypeUpdate filtered on ticket state = new, to set the state "new" as it is.
Re: Change ticket type and status
yes, you're right...i was explaining my situation where i cannot distinguish automatically a service request from an incident and for this reason i manually change ticket type, but this action take the ticket in open state. What would be the genericagent action? If the ticket moved to open from new take it back to new state again? In this way all the tickets would be back to new state or i don't understand the way you intend genericagent.
thanks
thanks
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- Znuny newbie
- Posts: 88
- Joined: 31 Jul 2013, 16:52
- Znuny Version: 5.0.20
- Real Name: Benoît MICHELOT
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- Contact:
Re: Change ticket type and status
Go to Admin > GenericAgent
Click Add job
Job Settings : choose a Job name
Event Based Execution : choose Ticket + TicketTypeUpdate, then click on [+]
Select tickets : state = new
Update/Add Ticket Attributes : Set new state = new
Click on Submit
Normally, when a ticket type change is done on a ticket which has its state set as new, changing the ticket type will not affect the state.
Try it on a test ticket and see in the history of it, if you can see state moving from New to Open To New...
I think it should work...
Click Add job
Job Settings : choose a Job name
Event Based Execution : choose Ticket + TicketTypeUpdate, then click on [+]
Select tickets : state = new
Update/Add Ticket Attributes : Set new state = new
Click on Submit
Normally, when a ticket type change is done on a ticket which has its state set as new, changing the ticket type will not affect the state.
Try it on a test ticket and see in the history of it, if you can see state moving from New to Open To New...
I think it should work...
Re: Change ticket type and status
with the described GenericAgent it can not work... As it will not match
Some question/suggestionss:
- How do you change ticket type?
- is the event module active switching from new -> open on lock
- why should the ticket stay new, as you (as an agent) already worked on it
- Classification of a ticket should be done by the first level and not by the supervisor
- Why not using "Unclassified" Type as default
Some question/suggestionss:
- How do you change ticket type?
- is the event module active switching from new -> open on lock
- why should the ticket stay new, as you (as an agent) already worked on it
- Classification of a ticket should be done by the first level and not by the supervisor
- Why not using "Unclassified" Type as default
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Re: Change ticket type and status
jojo my answers:jojo wrote:with the described GenericAgent it can not work... As it will not match
Some question/suggestionss:
- How do you change ticket type?
- is the event module active switching from new -> open on lock
- why should the ticket stay new, as you (as an agent) already worked on it
- Classification of a ticket should be done by the first level and not by the supervisor
- Why not using "Unclassified" Type as default
- i change ticket type from Priority --> Type
- what do you mean?
- because, sometimes (not everyday), there are a lot of tickets and i'd like to help support team in visualize quickly whick tickets are Incident (i have an extension that change row color if ticket is an incident)
- you're right but it's not a process task
- in this moment, by default, all the tickets are "ServiceRequest" and Service Desk switch to "Incident" in that case.
Thanks
-
- Znuny newbie
- Posts: 88
- Joined: 31 Jul 2013, 16:52
- Znuny Version: 5.0.20
- Real Name: Benoît MICHELOT
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Re: Change ticket type and status
I am a little bit confused.
Have you added the ticket type in the priority change form ?
Could you please try once again and copy and paste the history of the ticket ?
Thanks
Have you added the ticket type in the priority change form ?
Could you please try once again and copy and paste the history of the ticket ?
Thanks