Change ticket type and status

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ruzzetto

Change ticket type and status

Post by ruzzetto »

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
ruzzetto

Re: Change ticket type and status

Post by ruzzetto »

nobody help me?
bmichelot
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Re: Change ticket type and status

Post by bmichelot »

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 !
ruzzetto

Re: Change ticket type and status

Post by ruzzetto »

.... 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.....
bmichelot
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Re: Change ticket type and status

Post by bmichelot »

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.
ruzzetto

Re: Change ticket type and status

Post by ruzzetto »

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
bmichelot
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Re: Change ticket type and status

Post by bmichelot »

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...
ruzzetto

Re: Change ticket type and status

Post by ruzzetto »

ok i'm going to try
ruzzetto

Re: Change ticket type and status

Post by ruzzetto »

tried, it does not work
jojo
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Re: Change ticket type and status

Post by jojo »

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
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ruzzetto

Re: Change ticket type and status

Post by ruzzetto »

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
jojo my answers:
- 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
bmichelot
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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

Post by bmichelot »

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
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