Process Management examples

[spiderpig]

Hi guys,
I'm wondering if there is a process management examples out there that I can import and test on my sandbox environment?
It have to be a .yml format, right?

I'm struggling to get my to work.

[RStraub]

You were only properly able to import processes since 5.x when they introduced the random/pseudo-unique ids for processes and activities.

Did you try to recreate the tutorial from the manual? Where did you struggle?

[spiderpig]

I'm running OTRS 5.

I got lost in the Transaction Action, I not sure what key and values I should use there.
I Figured out TA1 , Key= Queue Value: queuename
and after that I'm a little bit lost



"After all parameters and values are set click on the submit button to save the changes.
Create the following Transitions Actions:
"Move the process ticket into the 'Management' queue" (TA1)
This action is supposed to be executed when the Transition "Approval" (T1) applied.
"Change ticket responsible to 'manager'" (TA2)
To be executed when the Transition "Approval" (T1) applied.
"Move process ticket into the 'Employees' queue" (TA3)
To be executed when:
The Transition "Approval denied" (T2) applied
The Transition "Order denied" (T4) applied
The Transition "Shipment received" (T6) applied
"Change ticket responsible to 'Employee'" (TA4)
To be executed when:
The Transition "Approval denied" (T2) applied
The Transition "Order denied" (T4) applied
The Transition "Shipment received" (T6) applied
"Move process ticket into the 'Purchasing' queue" (TA5)
To be executed when the transition "Approved" (T3) applied.
"Move process ticket into the 'Post office' queue" (TA6)
To be executed when the transition "Order placed" (T5) applied.
"Close ticket successfully" (TA7)
To be executed when:
The transition "Shipment received" (T6) applied
"Close ticket unsuccessfully" (TA8)
To be executed when:
The Transition "Approval denied" (T2) applied
The Transition "Order denied" (T4) applied"

[spiderpig]

I got a little bit further, now the logs are showing me this.

No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found!
Mon Jan 11 17:33:05 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found!
Mon Jan 11 17:32:46 2016 error OTRS-CGI-10 Can't load ModuleModule for Transition->Transition-04fc3d72ae0132b509587716069f8114->Condition->1->Fields->DynamicField_status validation!

[spiderpig]

Mon Jan 11 21:48:35 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found!
Mon Jan 11 21:48:35 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found!
Mon Jan 11 21:48:19 2016 error OTRS-CGI-10 Can't load ModuleModule for Transition->Transition-04fc3d72ae0132b509587716069f8114->Condition->1->Fields->DynamicField_Status validation!
Mon Jan 11 21:48:19 2016 error OTRS-CGI-10 Module approval.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . /etc/httpd)

[spiderpig]

does anyone have the exported .yaml file for the book order example?

[crythias]

No "Start Activity" means that either it crashed before saving or you never dragged an activity onto the workflow work area and it's not attached to the start circle. Which means if you look at it, there's nothing for flow in the work area.

Drag an activity to the work area and make sure it's line-attached to the Start circle,
Drag another Activity to the work area.
Drag a transition to the first Activity
Drag the arrow to the second activity
(optional) Drag Transition Action(s) to the Transition.
Drag Activity Dialogs to the Activities.

Activity = This determines the Process-Activity name (what shows in the step you're on).
Activity Dialog = Actions to complete for the User Interface. Note that the *first* Activity can only have one Activity Dialog. All others will list Activity Dialogs in the top of the ticket, based upon the title/name of the Activity Dialog.
Transition = criteria matching
Transition Action = What to do when it matches.

What do you match in Transition?
FieldName (like state, priority) "String" value (or regexp or custom search. String = Equals).
or
DynamicField_FieldName "String" value (or regexp or custom search. String = Equals).

What do you fill in Transition Action?
http://otrs.github.io/doc/manual/admin/ ... on-actions

[spiderpig]

I deleted the process and started again I'm doing it exacly like in the book order example, I will reply when I'm done.

one question, in the TA2 and TA4 I have to specifiy in the example the manager and the employee.
In my case there will not always be the same manager, and even more unlikely the same employee. And we are using ldap Active Directory authentication.
are there an syntax to automate this to the employee and possible he can choose the manager from a list?

[spiderpig]

one another thing, when I'm creating the process, the "Green circle" at the start isn't green. It's grey.

[crythias]

Dragging Customer gives you both Customer User and CustomerID
However, That's not available for customers. (Why?)
Because as soon as the customer is changed, the ticket is unseeable for the submitter (permissions).

[spiderpig]

Basically what I'm looking for is
- The manager can see the process ticket in the customer view and take action from there.
- after I did the book example and logged in as a customer an make a book order, the customer can see all the buttons and approve and deny himself. Can I remove it so he can not interact, just reply of course?
-

in the example TA2 and TA4, they put Manager and Employee. Cant I have some "dynamic" characters there so it will assign automatically who is the employ and who is the manager ?

[crythias]

"Change ticket responsible to 'manager'" (TA2)
To be executed when the Transition "Approval" (T1) applied.

Starting point: Activity: "Recording the demand" (A1)
Possible Transition: "Approval" (T1)
If the condition of this activity is fulfilled, the ticket will move to Activity: "Approval" (A2)
Additionally, the following Transition Actions are executed:
"Move the process ticket into the 'Management' queue" (TA1)
"Change ticket responsible to 'manager'" (TA2)

ActivityDialogs:
AD1:
Interface:
- AgentInterface
Name: Recording the demand

[crythias]

What *can* happen is the customer merely submits a ticket and then an agent clicks Process Enroll on the ticket and does all the heavy lifting because the customer shouldn't have any knowledge of who should handle the ticket.

[spiderpig]

here are the errors after the first step, customer approval a process ticket.



Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 Process: Process-36d87ea1b891055a2fc3396216e1b5b5 Activity: Activity-5ae40a9cadf61b2f2b3f84673d5fd4a7 Transition: Transition-6ff03a5cf45cddb9577ff159b6dc3148 TransitionAction: TransitionAction-df00a6b245a0118bcfd683c5eb182e67 - Ticket responsible could not be updated to Responsible: manager, for Ticket: 25820!
Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 Cannot add or update a child row: a foreign key constraint fails (`otrs`.`ticket`, CONSTRAINT `FK_ticket_responsible_user_id_id` FOREIGN KEY (`responsible_user_id`) REFERENCES `users` (`id`)), SQL: 'UPDATE ticket SET responsible_user_id = ?, change_time =
Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 No UserID found for 'manager'!
Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 Column 'owner_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?,
Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 No such TicketID (25820)!
Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 No such TicketID (25820)!
Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 No such TicketID (25820)!
Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 No such TicketID (25820)!
Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 No Data for ActivityDialog 'ActivityDialog-00700f7cccb5830dee4bed966ca0a2fd' found!
Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found!
Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 No Data for ActivityDialog 'ActivityDialog-00700f7cccb5830dee4bed966ca0a2fd' found!
Thu Jan 14 18:24:37 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found!
Thu Jan 14 18:24:32 2016 error OTRS-CGI-10 No Data for ActivityDialog 'ActivityDialog-00700f7cccb5830dee4bed966ca0a2fd' found!
Thu Jan 14 18:24:32 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found!
Thu Jan 14 18:24:32 2016 error OTRS-CGI-10 No Data for ActivityDialog 'ActivityDialog-00700f7cccb5830dee4bed966ca0a2fd' found!
Thu Jan 14 18:24:32 2016 error OTRS-CGI-10 No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found!

[crythias]

customer approval a process ticket.

I keep telling you this won't work.

also:
>No UserID found for 'manager'!
which, right.

[wurzel]

Hi,

one hint: the documentation mixes up OTRS Version 3, 4, 5. for example the ACL is a version 3 ACL. This is not updated yet. So you might have some issues here.


Your errors:

Ticket responsible could not be updated to Responsible: manager, for Ticket: 25820!
No UserID found for 'manager'!

You don't have a agent with a username "manager"

No 'StartActivity' for Process 'Process-115cf4e1c03d922f0e0d7f84cbb97f86' found!

Your Activity is not configured correctly. Can you show a screenshot?



Can you export your process and make it available?


And:

customer approval a process ticket.

I keep telling you this won't work.

A customer can approve a process ticket. This is working.


Florian

[spiderpig]

test (Process-36d87ea1b891055a2fc3396216e1b5b5)
State: Active (S1)
Start Activity: Activity-5ae40a9cadf61b2f2b3f84673d5fd4a7
Description: test.

Activity-5ae40a9cadf61b2f2b3f84673d5fd4a7 Transition-6ff03a5cf45cddb9577ff159b6dc3148 (TransitionAction-df00a6b245a0118bcfd683c5eb182e67, TransitionAction-06dba21e73c370145b412e25a4aa6d93) Activity-d470d6abac6df06ec9996869e9b404f0
Activity-61cce23bcdf293157fb316221cbcb340 Transition-7bd795e60ef44daf456d4397b746eb90 (TransitionAction-a8d32492a862c038f65bc15710e76418, TransitionAction-d1d854de2d04180a7c1cf19666191e62, TransitionAction-e9f1817c121840bd50f862c7f559bf1f) Activity-0ed232328e713f4759beaf63950ccb93
Activity-d470d6abac6df06ec9996869e9b404f0 Transition-1304863696c8ac3cea47cb4a35bd89c5 (TransitionAction-d1d854de2d04180a7c1cf19666191e62, TransitionAction-a8d32492a862c038f65bc15710e76418, TransitionAction-7b33282fe16122db10e5d76811fb2055) Activity-0ed232328e713f4759beaf63950ccb93
Activity-d470d6abac6df06ec9996869e9b404f0 Transition-6e9b59e5c12d0e14480236066c09828e (TransitionAction-97d3234997aa6c6a6724d419019a0ddb) Activity-db2ac79ac27babc84db3f923384d43f2
Activity-db2ac79ac27babc84db3f923384d43f2 Transition-3cb72c306a8d01720c01bbc45583e6f6 (TransitionAction-a8d32492a862c038f65bc15710e76418, TransitionAction-d1d854de2d04180a7c1cf19666191e62, TransitionAction-7b33282fe16122db10e5d76811fb2055) Activity-0ed232328e713f4759beaf63950ccb93
Activity-db2ac79ac27babc84db3f923384d43f2 Transition-9f6264fddbf07098e22cd89206832953 (TransitionAction-50d9864137977853f6cf7a1c70ccaf24) Activity-61cce23bcdf293157fb316221cbcb340
Activities
Process complete (Activity-0ed232328e713f4759beaf63950ccb93)
Contains 0 dialog(s)
Recording the demand (Activity-5ae40a9cadf61b2f2b3f84673d5fd4a7)
Contains 1 dialog(s)
Assigned dialogs:
Recording the demand (ActivityDialog-57ecd78bfd4c5f014b2990e76e824a60)
Incoming (Activity-61cce23bcdf293157fb316221cbcb340)
Contains 1 dialog(s)
Assigned dialogs:
Shipment received (ActivityDialog-19cccf7afb32ffed0971b1b6f39d4a34)
Approval (Activity-d470d6abac6df06ec9996869e9b404f0)
Contains 2 dialog(s)
Assigned dialogs:
Approval denied (ActivityDialog-f1aacfbb19c883b2e177c2a955f91a05)
Approved (ActivityDialog-1bfda8e1848dea3c58caf7580a7e02b1)
Order (Activity-db2ac79ac27babc84db3f923384d43f2)
Contains 2 dialog(s)
Assigned dialogs:
Order Denied (ActivityDialog-273905a0e39bce5473a1d3ec6114acac)
Order placed (ActivityDialog-0629b28a40026278d714519789079246)
Activity Dialogs
Order placed (ActivityDialog-0629b28a40026278d714519789079246)
Available in AgentInterface, CustomerInterface
DescriptionShort: AD5_Order placed
DescriptionLong:
SubmitButtonText:
SubmitAdviceText:
Permission:
RequiredLock: No
Assigned fields:
DynamicField_DeliveryDate
Display: Yes
DynamicField_Price
Display: Yes
DynamicField_Status
Display: Yes
DynamicField_Supplier
Display: Yes
Shipment received (ActivityDialog-19cccf7afb32ffed0971b1b6f39d4a34)
Available in AgentInterface
DescriptionShort: AD6_Shipment received
DescriptionLong:
SubmitButtonText:
SubmitAdviceText:
Permission:
RequiredLock: No
Assigned fields:
DynamicField_DateOfReceipt
Display: Yes
DynamicField_Status
Display: Yes
Approved (ActivityDialog-1bfda8e1848dea3c58caf7580a7e02b1)
Available in AgentInterface, CustomerInterface
DescriptionShort: AD3_Approved
DescriptionLong:
SubmitButtonText:
SubmitAdviceText:
Permission:
RequiredLock: No
Assigned fields:
DynamicField_Status
Display: Yes
Order Denied (ActivityDialog-273905a0e39bce5473a1d3ec6114acac)
Available in AgentInterface, CustomerInterface
DescriptionShort: AD4_Order Denied
DescriptionLong:
SubmitButtonText:
SubmitAdviceText:
Permission:
RequiredLock: No
Assigned fields:
Article
Config: { 'ArticleType' => 'note-external' };
Display: Yes
DynamicField_Status
Display: Yes
Recording the demand (ActivityDialog-57ecd78bfd4c5f014b2990e76e824a60)
Available in AgentInterface, CustomerInterface
DescriptionShort: AD1_Recording the demand
DescriptionLong:
SubmitButtonText:
SubmitAdviceText:
Permission:
RequiredLock: No
Assigned fields:
DynamicField_Author
Display: Yes
DynamicField_ISBN
Display: Yes
DynamicField_Status
Display: Yes
DynamicField_Title
Display: Yes
Approval denied (ActivityDialog-f1aacfbb19c883b2e177c2a955f91a05)
Available in AgentInterface, CustomerInterface
DescriptionShort: AD2_Approval denied
DescriptionLong:
SubmitButtonText:
SubmitAdviceText:
Permission:
RequiredLock: No
Assigned fields:
Article
Config: { 'ArticleType' => 'note-external' };
Display: Yes
DynamicField_Status
Display: Yes
Transitions
Approval denied (Transition-1304863696c8ac3cea47cb4a35bd89c5)
Condition linking: and
Conditions:
Condition
Type: and
Fields:
DynamicField_Status
Match: Approval denied
Type: String
Order denied (Transition-3cb72c306a8d01720c01bbc45583e6f6)
Condition linking: and
Conditions:
Condition
Type: and
Fields:
DynamicField_Status
Match: Order denied
Type: String
Approved (Transition-6e9b59e5c12d0e14480236066c09828e)
Condition linking: and
Conditions:
Condition
Type: and
Fields:
DynamicField_Status
Match: Approved
Type: String
Approval (Transition-6ff03a5cf45cddb9577ff159b6dc3148)
Condition linking: and
Conditions:
Condition
Type: and
Fields:
DynamicField_Status
Match: Approval
Type: String
Shipment received (Transition-7bd795e60ef44daf456d4397b746eb90)
Condition linking: and
Conditions:
Condition
Type: and
Fields:
DynamicField_Status
Match: Shipment received
Type: String
Order placed (Transition-9f6264fddbf07098e22cd89206832953)
Condition linking: and
Conditions:
Condition
Type: and
Fields:
DynamicField_Status
Match: Order placed
Type: String
Transition Actions
Move the process ticket into the 'Management' queue (TransitionAction-06dba21e73c370145b412e25a4aa6d93)
Module name: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
Configuration:
Queue: Management
Move process ticket into the 'Post office (TransitionAction-50d9864137977853f6cf7a1c70ccaf24)
Module name: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
Configuration:
Queue: Post office
Close ticket unsuccessfully (TransitionAction-7b33282fe16122db10e5d76811fb2055)
Module name: Kernel::System::ProcessManagement::TransitionAction::TicketStateSet
Configuration:
State: closed unsuccessful
Move process ticket into the 'Purchasing' queue (TransitionAction-97d3234997aa6c6a6724d419019a0ddb)
Module name: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
Configuration:
Queue: Purchasing
Move the process ticket into the 'Employees' queue (TransitionAction-a8d32492a862c038f65bc15710e76418)
Module name: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
Configuration:
Queue: Employees
Change ticket responsible to 'Employee (TransitionAction-d1d854de2d04180a7c1cf19666191e62)
Module name: Kernel::System::ProcessManagement::TransitionAction::TicketResponsibleSet
Configuration:
Responsible: Employee
Change ticket responsible to 'manager (TransitionAction-df00a6b245a0118bcfd683c5eb182e67)
Module name: Kernel::System::ProcessManagement::TransitionAction::TicketResponsibleSet
Configuration:
Responsible: manager
Close ticket successfully (TransitionAction-e9f1817c121840bd50f862c7f559bf1f)
Module name: Kernel::System::ProcessManagement::TransitionAction::TicketStateSet
Configuration:
State: closed successful
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