Process Management (TicketCreate)

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oryfoxer
OTRS newbie
Posts: 2
Joined: 27 Sep 2019, 08:52
OTRS Version?: 6.22
Real Name: Greg Fox

Process Management (TicketCreate)

Post by oryfoxer »

We are trying to use process management to split off and create a ticket mid process.

I was able to successfully implement this, but the ticket is blank. I am using TicketCreate to generate the ticket.

I'm trying to get either the User Task Activity Dialogs to be attached to the new ticket the system generates or get dynamic fields into the ticket itself.

I saw I could globally set specific dynamic fields to display in ticket zoom, but these only apply for a specific process ticket and not globally.

Any thoughts on how to implement this? I can't imagine a stale ticket is all that can be created. We really need to find out how to attach Dialogs or dynamic fields into the ticket itself.

Thanks.

root
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Posts: 1983
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
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Re: Process Management (TicketCreate)

Post by root »

Hi,

Let start by showing us the TicketCreate transition action.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

oryfoxer
OTRS newbie
Posts: 2
Joined: 27 Sep 2019, 08:52
OTRS Version?: 6.22
Real Name: Greg Fox

Re: Process Management (TicketCreate)

Post by oryfoxer »

I have since abandoned the idea of using a ticket and moved towards sending an email instead, but I still have the same issue. I cannot get dynamic fields to process within the email. Basically, the email it sends is a template, but I would like dynamic fields to be listed within email that is sent.

The reason for the switch is due to multiple tickets being created on 1 problem. The email solves this if I can in fact, somehow add dynamic fields to the email generated.

If you wish for me to open a new thread, I can.


Here is our entire process, it's small.

Code: Select all

---
Activities:
  Activity-2fd807837b4b6ecb8a5946e26da47221:
    ActivityDialogs:
    - ActivityDialog-9032c1750ef133599a6a637cd4fd2282
    - ActivityDialog-7154d77466d8900ea532efb58af3289f
    ChangeTime: 2020-02-12 01:25:46
    Config:
      ActivityDialog:
        '1': ActivityDialog-9032c1750ef133599a6a637cd4fd2282
        '2': ActivityDialog-7154d77466d8900ea532efb58af3289f
    CreateTime: 2020-02-12 01:25:46
    EntityID: Activity-2fd807837b4b6ecb8a5946e26da47221
    ID: 21
    Name: End (Resignation)
    Type: UserTask
  Activity-8aa14004dd201bd25dc52ff5ab24d74b:
    ActivityDialogs:
    - ActivityDialog-9032c1750ef133599a6a637cd4fd2282
    ChangeTime: 2020-02-13 20:02:38
    Config:
      ActivityDialog:
        '1': ActivityDialog-9032c1750ef133599a6a637cd4fd2282
    CreateTime: 2020-02-13 20:02:38
    EntityID: Activity-8aa14004dd201bd25dc52ff5ab24d74b
    ID: 29
    Name: Technology (Resignation)
    Type: UserTask
  Activity-b30deb47ade1081cb2ee57eeb63bc25e:
    ActivityDialogs:
    - ActivityDialog-9032c1750ef133599a6a637cd4fd2282
    - ActivityDialog-7154d77466d8900ea532efb58af3289f
    - ActivityDialog-84b16a2a5ce669d28111880bb2f2d808
    ChangeTime: 2020-02-12 01:50:10
    Config:
      ActivityDialog:
        '1': ActivityDialog-9032c1750ef133599a6a637cd4fd2282
        '2': ActivityDialog-7154d77466d8900ea532efb58af3289f
        '3': ActivityDialog-84b16a2a5ce669d28111880bb2f2d808
    CreateTime: 2020-02-12 00:56:18
    EntityID: Activity-b30deb47ade1081cb2ee57eeb63bc25e
    ID: 18
    Name: Payroll (Resignation)
    Type: UserTask
  Activity-b36efc9472cd9f152af37b571db9f9a6:
    ActivityDialogs:
    - ActivityDialog-9032c1750ef133599a6a637cd4fd2282
    ChangeTime: 2020-02-12 01:04:49
    Config:
      ActivityDialog:
        '1': ActivityDialog-9032c1750ef133599a6a637cd4fd2282
    CreateTime: 2020-02-12 01:01:45
    EntityID: Activity-b36efc9472cd9f152af37b571db9f9a6
    ID: 19
    Name: Resignation Being Submitted
    Type: UserTask
  Activity-f2d43ec692e23eb17a3aea2313d58826:
    ActivityDialogs:
    - ActivityDialog-7154d77466d8900ea532efb58af3289f
    - ActivityDialog-9032c1750ef133599a6a637cd4fd2282
    ChangeTime: 2020-02-12 01:07:30
    Config:
      ActivityDialog:
        '1': ActivityDialog-7154d77466d8900ea532efb58af3289f
        '2': ActivityDialog-9032c1750ef133599a6a637cd4fd2282
    CreateTime: 2020-02-11 00:48:22
    EntityID: Activity-f2d43ec692e23eb17a3aea2313d58826
    ID: 11
    Name: Human Resources (Resignation)
    Type: UserTask
ActivityDialogs:
  ActivityDialog-7154d77466d8900ea532efb58af3289f:
    ChangeTime: 2020-02-12 01:32:50
    Config:
      DescriptionLong: ''
      DescriptionShort: Employee Out Processing Completed by HR
      FieldOrder:
      - DynamicField_EmailOutProcessingLetterCOBRAinfotoEmployee
      - DynamicField_SendExitInterviewQuestionnairetoEmployee
      - DynamicField_MoveElectronicPersonnelFilefromActivetoInactive
      - DynamicField_MovePersonnelFilefromActivetoInactive
      - DynamicField_NotifyBRIofBenefitTermination
      - DynamicField_ReasonforTermination
      - DynamicField_EligibleforRehire
      Fields:
        DynamicField_EligibleforRehire:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_EmailOutProcessingLetterCOBRAinfotoEmployee:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_MoveElectronicPersonnelFilefromActivetoInactive:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_MovePersonnelFilefromActivetoInactive:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_NotifyBRIofBenefitTermination:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_ReasonforTermination:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_SendExitInterviewQuestionnairetoEmployee:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
      Interface:
      - AgentInterface
      Permission: ''
      RequiredLock: 0
      SubmitAdviceText: ''
      SubmitButtonText: ''
    CreateTime: 2020-02-12 00:45:25
    EntityID: ActivityDialog-7154d77466d8900ea532efb58af3289f
    ID: 11
    Name: Employee Out Processing (HR)
  ActivityDialog-84b16a2a5ce669d28111880bb2f2d808:
    ChangeTime: 2020-02-12 01:35:33
    Config:
      DescriptionLong: ''
      DescriptionShort: Employee Out Processing (Payroll)
      FieldOrder:
      - DynamicField_UpdateMasterEmployeeList
      - DynamicField_CalculateFinalPay
      - DynamicField_ProcessTerminationinADP
      - DynamicField_InactivateInsuranceDeductions
      - DynamicField_Inactivate401kDeductions
      - DynamicField_DeleteDirectDepositInformation
      - DynamicField_AdjustPTOBalancetoZero
      - DynamicField_SendGarnishmentLettertoAppropriateAgency
      - DynamicField_UpdateJobTitle
      Fields:
        DynamicField_AdjustPTOBalancetoZero:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_CalculateFinalPay:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_DeleteDirectDepositInformation:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_Inactivate401kDeductions:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_InactivateInsuranceDeductions:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_ProcessTerminationinADP:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_SendGarnishmentLettertoAppropriateAgency:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_UpdateJobTitle:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_UpdateMasterEmployeeList:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
      Interface:
      - AgentInterface
      Permission: ''
      RequiredLock: 0
      SubmitAdviceText: ''
      SubmitButtonText: ''
    CreateTime: 2020-02-12 01:35:33
    EntityID: ActivityDialog-84b16a2a5ce669d28111880bb2f2d808
    ID: 13
    Name: Employee Out Processing (Payroll)
  ActivityDialog-9032c1750ef133599a6a637cd4fd2282:
    ChangeTime: 2020-02-12 01:04:40
    Config:
      DescriptionLong: ''
      DescriptionShort: Resignation Information
      FieldOrder:
      - DynamicField_FirstName
      - DynamicField_LastName
      - DynamicField_ReasonforTermination
      Fields:
        DynamicField_FirstName:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_LastName:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
        DynamicField_ReasonforTermination:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: '1'
      Interface:
      - AgentInterface
      Permission: ''
      RequiredLock: 0
      SubmitAdviceText: ''
      SubmitButtonText: ''
    CreateTime: 2020-02-12 01:04:40
    EntityID: ActivityDialog-9032c1750ef133599a6a637cd4fd2282
    ID: 12
    Name: Resignation Information
Process:
  Activities:
  - Activity-2fd807837b4b6ecb8a5946e26da47221
  - Activity-8aa14004dd201bd25dc52ff5ab24d74b
  - Activity-b30deb47ade1081cb2ee57eeb63bc25e
  - Activity-b36efc9472cd9f152af37b571db9f9a6
  - Activity-f2d43ec692e23eb17a3aea2313d58826
  ChangeTime: 2020-02-13 20:05:20
  Config:
    Description: Starts Process for Resignation
    Path:
      Activity-2fd807837b4b6ecb8a5946e26da47221: {}
      Activity-8aa14004dd201bd25dc52ff5ab24d74b: {}
      Activity-b30deb47ade1081cb2ee57eeb63bc25e:
        SequenceFlow-646b72f313bccb95b66f6a99f8ade11c:
          ActivityEntityID: Activity-2fd807837b4b6ecb8a5946e26da47221
          SequenceFlowAction:
          - SequenceFlowAction-f9d6f6b501a8f7ec083c6efe73488a25
          - SequenceFlowAction-d5e13999835336ee9e3290bd8940ad0f
      Activity-b36efc9472cd9f152af37b571db9f9a6:
        SequenceFlow-d8bd7572ea6d43a5512606a278c31300:
          ActivityEntityID: Activity-f2d43ec692e23eb17a3aea2313d58826
          SequenceFlowAction:
          - SequenceFlowAction-f9d6f6b501a8f7ec083c6efe73488a25
      Activity-f2d43ec692e23eb17a3aea2313d58826:
        SequenceFlow-c48889437b3ccec4ef10c2a7bd0eda18:
          ActivityEntityID: Activity-b30deb47ade1081cb2ee57eeb63bc25e
          SequenceFlowAction:
          - SequenceFlowAction-b2e0dbd347caf31bb93f882694d7fbc6
        SequenceFlow-d8bd7572ea6d43a5512606a278c31300:
          ActivityEntityID: Activity-8aa14004dd201bd25dc52ff5ab24d74b
          SequenceFlowAction:
          - SequenceFlowAction-936ec1bbf5f8ae1377c354d427dca7b8
    StartActivity: Activity-b36efc9472cd9f152af37b571db9f9a6
    StartActivityDialog: ActivityDialog-9032c1750ef133599a6a637cd4fd2282
  CreateTime: 2020-02-12 00:32:47
  EntityID: Process-db17c5b7f18a3064b357f79c089276d8
  ID: 4
  Layout:
    Activity-2fd807837b4b6ecb8a5946e26da47221:
      left: '1196'
      top: '15'
    Activity-8aa14004dd201bd25dc52ff5ab24d74b:
      left: '482'
      top: '319'
    Activity-b30deb47ade1081cb2ee57eeb63bc25e:
      left: '888'
      top: '122'
    Activity-b36efc9472cd9f152af37b571db9f9a6:
      left: '211'
      top: '114'
    Activity-f2d43ec692e23eb17a3aea2313d58826:
      left: '509'
      top: '4'
  Name: Resignation
  SequenceFlowActions:
  - SequenceFlowAction-d5e13999835336ee9e3290bd8940ad0f
  - SequenceFlowAction-f9d6f6b501a8f7ec083c6efe73488a25
  - SequenceFlowAction-f9d6f6b501a8f7ec083c6efe73488a25
  - SequenceFlowAction-b2e0dbd347caf31bb93f882694d7fbc6
  - SequenceFlowAction-936ec1bbf5f8ae1377c354d427dca7b8
  SequenceFlows:
  - SequenceFlow-646b72f313bccb95b66f6a99f8ade11c
  - SequenceFlow-d8bd7572ea6d43a5512606a278c31300
  - SequenceFlow-c48889437b3ccec4ef10c2a7bd0eda18
  - SequenceFlow-d8bd7572ea6d43a5512606a278c31300
  State: Active
  StateEntityID: S1
SequenceFlowActions:
  SequenceFlowAction-936ec1bbf5f8ae1377c354d427dca7b8:
    ChangeTime: 2020-02-13 20:04:46
    Config:
      Config:
        ConfigArticleSettings:
          IsVisibleForCustomer: ~
        ConfigMultiLanguageRichText:
          en:
            Body: "DynamicField_FirstName<br />\r\nDynamicField_LastName"
            ContentType: text/html
            Subject: New Resignation
        ConfigRecipients:
          RecipientEmail: technology@sti-tec.com
      Module: TicketSendEmail
    CreateTime: 2020-02-13 20:03:43
    EntityID: SequenceFlowAction-936ec1bbf5f8ae1377c354d427dca7b8
    ID: 22
    Name: ResignationSendEmail
  SequenceFlowAction-b2e0dbd347caf31bb93f882694d7fbc6:
    ChangeTime: 2020-02-10 19:36:51
    Config:
      Config:
        QueueID: '9'
      Module: TicketQueueSet
    CreateTime: 2020-02-06 22:23:19
    EntityID: SequenceFlowAction-b2e0dbd347caf31bb93f882694d7fbc6
    ID: 11
    Name: Set Queue to Payroll
  SequenceFlowAction-d5e13999835336ee9e3290bd8940ad0f:
    ChangeTime: 2020-02-06 20:18:10
    Config:
      Config:
        State: closed successful
        UserID: '1'
      Module: TicketStateSet
    CreateTime: 2020-02-06 20:18:10
    EntityID: SequenceFlowAction-d5e13999835336ee9e3290bd8940ad0f
    ID: 5
    Name: Change State to closed successful
  SequenceFlowAction-f9d6f6b501a8f7ec083c6efe73488a25:
    ChangeTime: 2020-02-10 19:32:11
    Config:
      Config:
        QueueID: '11'
      Module: TicketQueueSet
    CreateTime: 2020-02-06 22:01:28
    EntityID: SequenceFlowAction-f9d6f6b501a8f7ec083c6efe73488a25
    ID: 9
    Name: Set Queue Human Resources
SequenceFlows:
  SequenceFlow-646b72f313bccb95b66f6a99f8ade11c:
    ChangeTime: 2020-02-12 01:24:59
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_UpdateMasterEmployeeList:
              Match: ^
              Type: Module
          Type: and
      ConditionLinking: and
    CreateTime: 2020-02-12 01:24:41
    EntityID: SequenceFlow-646b72f313bccb95b66f6a99f8ade11c
    ID: 18
    Name: Payroll Form Submitted (Resignation)
  SequenceFlow-c48889437b3ccec4ef10c2a7bd0eda18:
    ChangeTime: 2020-02-12 01:48:49
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_EligibleforRehire:
              Match: ^
              Type: Regexp
          Type: and
      ConditionLinking: and
    CreateTime: 2020-02-12 00:55:55
    EntityID: SequenceFlow-c48889437b3ccec4ef10c2a7bd0eda18
    ID: 15
    Name: HR Form Submitted (Resignation)
  SequenceFlow-d8bd7572ea6d43a5512606a278c31300:
    ChangeTime: 2020-02-12 01:45:19
    Config:
      Condition:
        '1':
          Fields:
            DynamicField_ReasonforTermination:
              Match: ^
              Type: Regexp
          Type: and
      ConditionLinking: and
    CreateTime: 2020-02-12 01:06:05
    EntityID: SequenceFlow-d8bd7572ea6d43a5512606a278c31300
    ID: 16
    Name: Resignation Recorded


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