Create ticket upon dynamic field selection

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DavidB
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Joined: 11 Sep 2017, 21:42
Znuny Version: 5.0.23
Real Name: David Bénicy
Company: Université de Sherbrooke

Create ticket upon dynamic field selection

Post by DavidB »

Hi,

We'd like to create a new ticket when a specific value is selected in a dynamic field.
The approach we were taking is to send an email upon the field selection and use the postmaster filters to create the ticket.
The problem is that the ticket number is added to the email sent by the event and therefore the original ticket is being updated instead of creating a new one.

We tried to modify the subject with the postmaster filter but it doesn't seem possible with v5.

I know it is now possible in v6 but we are not yet ready to update.

Otherwise, anyone see how a ticket could be split with a generic agent?

Any suggestion/ideas?

Thanks!
wurzel
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Re: Create ticket upon dynamic field selection

Post by wurzel »

Hi,

use a process with transition action "TicketCreate"

Florian
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DavidB
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Re: Create ticket upon dynamic field selection

Post by DavidB »

Thanks for your reply wurzel!

If we assign a process ID and activity ID to the ticket with a generic agent, the ticket is converted into a process.
We need to keep the original ticket.

Unless I missed a way to start a process with a generic agent without impacting the original ticket?
If the idea is to ask the agent to launch the process, that's not what we would desire.
DavidB
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Real Name: David Bénicy
Company: Université de Sherbrooke

Re: Create ticket upon dynamic field selection

Post by DavidB »

Here's a bit more context if it can help.

What we are aiming for is the following :
  • A customer makes a service request
  • The agent believe it can be a security threat and indicate it with the use of a dynamic field within the customer ticket
  • A ticket is created into our security queue and original ticket remains
The goal is that the agent can still work on fixing the costumer situation while the security team investigate.

Maybe there's a better approach than generic agent?

Thanks,
root
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Re: Create ticket upon dynamic field selection

Post by root »

Hi David,

What wurzel is talking about is: use a process ticket and you will be able to create a new (linked) ticket with a transition action and your original ticket can be processed as always.

- Roy
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DavidB
Znuny newbie
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Joined: 11 Sep 2017, 21:42
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Company: Université de Sherbrooke

Re: Create ticket upon dynamic field selection

Post by DavidB »

Thank you Roy for you reply,

Since we don't want to change the behavior once we update to v6, we will simply use a buffer mailbox where we will execute scripts to edit the emails as desired and then send it back to OTRS. That way the switch will be transparent to the end user once we switch to v6.

Thanks again!
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