Process Management: Article Field Generating Ticket

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BenI
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Process Management: Article Field Generating Ticket

Post by BenI » 26 Apr 2019, 09:36

Good day,

We are running otrs 5 on Debian 7

We setup a process to manage change management. The form has an Article field assigned to capture subject line and detailed info. However, it seems that this field generates ticket note without any info, which is annoying to users. The content of the note is as follows:

Code: Select all

Hi John,

Admin OTRS wrote:

-

http://otrs.domain.com/index.pl?Action=AgentTicketZoom;TicketID=14806

-- NOC Notifications 
How can we disable these notifications?

crythias
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Re: Process Management: Article Field Generating Ticket

Post by crythias » 03 May 2019, 23:33

Notifications follow the rules of ticket/article followups. If you don't want it to create a notification, you will need to either set a field that doesn't make the critieria work, or adjust the notification criteria to ignore based upon the article data.
Also, you may wish to include some data in Body.

example: Notification criteria because the article is from a customer. Change it to be from System.
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BenI
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Re: Process Management: Article Field Generating Ticket

Post by BenI » 08 May 2019, 11:19

Where should these changes happen? sysconfig or process management?

crythias
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Re: Process Management: Article Field Generating Ticket

Post by crythias » 11 May 2019, 06:37

Probably process management, especially if your process management is generating the ticket.
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BenI
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Re: Process Management: Article Field Generating Ticket

Post by BenI » 16 May 2019, 12:09

@crythias

That is what I am failing to pin point. If I remove the article field from the form the Subject, Text & Attachment options are removed from the form, and then a ticket is not generated when the form is completed, but I need to capture the subject and additional info on the form.

Please see the frontend of the form
article_process_frontend.PNG
And the process management field
process_field_article.PNG
What must be done to stop generating the ticket?
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Re: Process Management: Article Field Generating Ticket

Post by root » 16 May 2019, 12:38

Hi,

Maybe try the ticket title. An article contains always subject, body, attachments.

- Roy
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BenI
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Re: Process Management: Article Field Generating Ticket

Post by BenI » 16 May 2019, 16:19

Roy,

Is it called title?

Can I list subject, text & attachments individually?

root
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Re: Process Management: Article Field Generating Ticket

Post by root » 16 May 2019, 16:24

BenI wrote:
16 May 2019, 16:19
Roy,

Is it called title?

Can I list subject, text & attachments individually?
The ticket title is called title. And no, these three can't be used individually.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out https://www.znuny.com/

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