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!
Create ticket upon dynamic field selection
Moderator: crythias
Re: Create ticket upon dynamic field selection
Hi,
use a process with transition action "TicketCreate"
Florian
use a process with transition action "TicketCreate"
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
-
- Znuny newbie
- Posts: 18
- Joined: 11 Sep 2017, 21:42
- Znuny Version: 5.0.23
- Real Name: David Bénicy
- Company: Université de Sherbrooke
Re: Create ticket upon dynamic field selection
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.
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.
-
- Znuny newbie
- Posts: 18
- Joined: 11 Sep 2017, 21:42
- Znuny Version: 5.0.23
- Real Name: David Bénicy
- Company: Université de Sherbrooke
Re: Create ticket upon dynamic field selection
Here's a bit more context if it can help.
What we are aiming for is the following :
Maybe there's a better approach than generic agent?
Thanks,
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
Maybe there's a better approach than generic agent?
Thanks,
-
- Administrator
- Posts: 3960
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Create ticket upon dynamic field selection
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
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
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 18
- Joined: 11 Sep 2017, 21:42
- Znuny Version: 5.0.23
- Real Name: David Bénicy
- Company: Université de Sherbrooke
Re: Create ticket upon dynamic field selection
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!
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!