SetOwner to Dynamic Field

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oryfoxer
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SetOwner to Dynamic Field

Post by oryfoxer »

How can I set owner to a dynamic field when doing a process?

I tried <OTRS_TICKET_DYNAMICFIELD_FIELD> but it fails to set the owner.

Any thoughts on this?

We have a list of owners in a drop down that I wish to set to on a ticket.

root
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Re: SetOwner to Dynamic Field

Post by root »

Hi Greg,

This depends on the Keys of your dynamic field. Use Owner as Parameter in the Transition Action if the keys are the agent's login names or OwnerID if the keys are the ID of the agent - and <OTRS_TICKET_DynamicField_Field> as value

- Roy
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oryfoxer
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Re: SetOwner to Dynamic Field

Post by oryfoxer »

This is what I tried. I will try again and report back.

oryfoxer
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Re: SetOwner to Dynamic Field

Post by oryfoxer »

The dynamic field doesn't appear to work.

Process: Process-606c21726d68bf8eeb09dcf49fc8c4fa Activity: Activity-ae44426b58481b1127b2b03f970beda4 SequenceFlow: SequenceFlow-85b0fbe87d5eb9980e01af7614cb4b21 SequenceFlowAction: SequenceFlowAction-78de37c9b67d86847eae6abdfe75e968No Owner or OwnerID configured!

Comes back with no owner configured. Any other thoughts on how to do this?

root
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Re: SetOwner to Dynamic Field

Post by root »

oryfoxer wrote:
31 Mar 2020, 23:24
The dynamic field doesn't appear to work.

Process: Process-606c21726d68bf8eeb09dcf49fc8c4fa Activity: Activity-ae44426b58481b1127b2b03f970beda4 SequenceFlow: SequenceFlow-85b0fbe87d5eb9980e01af7614cb4b21 SequenceFlowAction: SequenceFlowAction-78de37c9b67d86847eae6abdfe75e968No Owner or OwnerID configured!

Comes back with no owner configured. Any other thoughts on how to do this?
Hi,

What is your OTRS version?

- 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/

root
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Re: SetOwner to Dynamic Field

Post by root »

Hi,

And please provide a screenshot of your TransitionAction.

- 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
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Re: SetOwner to Dynamic Field

Post by oryfoxer »

OTRS 7. Image

root
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Re: SetOwner to Dynamic Field

Post by root »

oryfoxer wrote:
01 Apr 2020, 03:13
OTRS 7
Hi,

Please ask the OTRS support, this is not a community edition and probably nobody here is able to help.

- 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/

skullz
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Re: SetOwner to Dynamic Field

Post by skullz »

Transition Action

1. Owner to DynamicField

Code: Select all

Transition Action = DynamicFieldSet
Key = InitialOwner    Value = <OTRS_TICKET_OwnerID>
Key = UserID   Value = 1

2. DynamicField To Owner

Code: Select all

Transition Action = TicketOwnerSet
Key =    OwnerID  Value = <OTRS_TICKET_DynamicField_InitialOwner>
Key = UserID   Value = 1
Good luck

oryfoxer
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Joined: 27 Sep 2019, 08:52
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Re: SetOwner to Dynamic Field

Post by oryfoxer »

Thanks for all the suggestions. I couldn't get it to work with a dynamic field.

For anyone else who finds this, what I ended up having to do was individual sequence flows for each user in the selection. Each selection had its own sequence and from there, I was able to setOwner as a sequence flow action.

This produces a cleaner result in the long run as you are able to do strings that match the name on the display as opposed to the username.

wurzel
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Re: SetOwner to Dynamic Field

Post by wurzel »

Hi,

it is not DYNAMICFIELD but DynamicField

and you should ask professional support, as you are on version7

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