RESOLVED - 6.0.19 => Link via Generic Interface?

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kruegerM
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RESOLVED - 6.0.19 => Link via Generic Interface?

Post by kruegerM » 12 Jun 2019, 18:15

We have some tickets that, when received, have to be split into 3-5 additional tickets for different teams, based on field data. I cannot find anything in documentation on linking using the Generic Interface. The only forum note I found is from 2017 and states you have to have the OTRS Business Solution (TM) for Generic Interface link operations.

Are link operations only available thru the Business Solution? If not, can someone point me towards how this is done??

Thanks!

M
Last edited by kruegerM on 13 Jun 2019, 15:21, edited 1 time in total.

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Re: 6.0.19 => Link via Generic Interface?

Post by jojo » 12 Jun 2019, 20:14

Linking via Webservices is possible in the commercial version
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

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root
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Re: 6.0.19 => Link via Generic Interface?

Post by root » 12 Jun 2019, 20:36

Hi,

Which objects do you want to link? Just tickets?

- Roy
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kruegerM
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Re: 6.0.19 => Link via Generic Interface?

Post by kruegerM » 12 Jun 2019, 20:50

Yes, just tickets.

I can find TicketSlaveLinkAdd, TicketSlaveLinkDelete, and TicketMasterLinkDelete for actions in Generic Interface, but not TicketNormalLinkAdd or just TicketLinkAdd ...

M

root
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Re: 6.0.19 => Link via Generic Interface?

Post by root » 12 Jun 2019, 23:40

Hi,

Where Did you see these actions?

- Roy
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kruegerM
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RESOLVED Re: 6.0.19 => Link via Generic Interface?

Post by kruegerM » 13 Jun 2019, 14:44

ooops - once again I miss info
OTRS 6.0 Admin Manual
Web Service Configuration
-- Possible values for ticket events
wrong...
-----------------------------------
So, I'm back at ground zero. - Thanks all who replied!!

JazzMed13
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Re: RESOLVED - 6.0.19 => Link via Generic Interface?

Post by JazzMed13 » 30 Aug 2019, 19:49

Somebody have more information of this topic??

kruegerM
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Re: RESOLVED - 6.0.19 => Link via Generic Interface?

Post by kruegerM » 30 Aug 2019, 20:07

Can't be done with commercial release. Need business edition...

crythias
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Re: RESOLVED - 6.0.19 => Link via Generic Interface?

Post by crythias » 01 Sep 2019, 20:58

kruegerM wrote:
12 Jun 2019, 18:15
We have some tickets that, when received, have to be split into 3-5 additional tickets for different teams, based on field data. I cannot find anything in documentation on linking using the Generic Interface. The only forum note I found is from 2017 and states you have to have the OTRS Business Solution (TM) for Generic Interface link operations.

Are link operations only available thru the Business Solution? If not, can someone point me towards how this is done??

Thanks!

M
There's a way to do this via process tickets.
The hidden answer is to apply DynamicField ProcessManagementProcessID and DynamicField ProcesssManagementActivityID from the ticket creation filter method (PostmasterFilter or Generic Interface) ... plus a hint from viewtopic.php?t=32070 or viewtopic.php?t=28820 or viewtopic.php?t=30029#p121833
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kruegerM
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Re: RESOLVED - 6.0.19 => Link via Generic Interface?

Post by kruegerM » 13 Sep 2019, 19:32

Apologies for late reply - but THANK YOU for a most excellent solution. This is not the first time Process Management has "saved the day". I need start thinking along those lines with these management requests.

Thanks again!

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