[SOLVED] Service not showing on TicketCreate Transition Action

Moderator: crythias

Post Reply
iclaude
OTRS expert
Posts: 75
Joined: 31 Mar 2016, 10:30
OTRS Version?: OTRS 5.0.23 Free
Real Name: Claude Chelene

[SOLVED] Service not showing on TicketCreate Transition Action

Post by iclaude » 11 Dec 2017, 16:34

Hi,

I have a process that needs tickets to be created while using TicketCreate Transition Action.
The tickets are being created but I have noticed that these new tickets created with the transition are not assuming the service, they show every field beside the service.

Can anyone help me please ?

Regards
Last edited by iclaude on 04 Jan 2018, 11:01, edited 2 times in total.
OTRS 5.0.23/OpenSuse
MySql

root
Moderator
Posts: 1850
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Service not showing on TicketCreate Transition Action

Post by root » 11 Dec 2017, 16:46

Hi,

Please show the parameter of the 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/

iclaude
OTRS expert
Posts: 75
Joined: 31 Mar 2016, 10:30
OTRS Version?: OTRS 5.0.23 Free
Real Name: Claude Chelene

Re: Service not showing on TicketCreate Transition Action

Post by iclaude » 12 Dec 2017, 09:11

root wrote:Hi,

Please show the parameter of the transition action.

- Roy
Here it is:

ArticleType = note-external
Body = Desactivar User Windows
ContentType = text/plain; charset=ISO-8859-15
CustomerID = DSI-GSI01-USI01
CustomerUser = otrs.dsi
DynamicField_ProcessManagementActivityID = Activity-dfcbccc665eda1a2764c760b2a389cc2
DynamicField_ProcessManagementProcessID = Process-8924d49df8d67cf201bb929053fd39a2
DynamicField_Tid = 2
LinkAs = Child
OwnerID = 1
Priority = Inicial
Queue = Servicedesk-DSI
SLA = 60 min = 1 Hora
SenderType = agent
Service = DSI::Solicitação de Serviço::2. Serviço de Gestão de Acessos::2.4. Remoção/Suspensão Preventiva de Contas de utilizadores::2.4.4. Remoção de Contas de Utilizadores Desvinculados
State = 1- Por Tratar
Subject = Desactivar User Windows
Title = Desactivar User Windows
Type = Solicitação de Serviço
lock = unlock

Regards
OTRS 5.0.23/OpenSuse
MySql

root
Moderator
Posts: 1850
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Service not showing on TicketCreate Transition Action

Post by root » 22 Dec 2017, 09:16

iclaude wrote:
root wrote: Service = DSI::Solicitação de Serviço::2. Serviço de Gestão de Acessos::2.4. Remoção/Suspensão Preventiva de Contas de utilizadores::2.4.4. Remoção
Hi,

Did you tried ServiceID instead? You'll see the ID in the browser address bar wenn you edit the service. Just to be sure that there's no single character different.


- 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/

wurzel
OTRS guru
Posts: 2777
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Service not showing on TicketCreate Transition Action

Post by wurzel » 22 Dec 2017, 09:31

Hi,

is the service a default service and/or assigned to the CustomerUser?

Florian
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10
    OTRS 7 SILVER

    -- Ich beantworte keine Forums-Fragen PN - No PN please

    I won't answer to unfriendly users any more. A greeting and regards are just polite.

    iclaude
    OTRS expert
    Posts: 75
    Joined: 31 Mar 2016, 10:30
    OTRS Version?: OTRS 5.0.23 Free
    Real Name: Claude Chelene

    Re: Service not showing on TicketCreate Transition Action

    Post by iclaude » 26 Dec 2017, 11:08

    wurzel wrote:Hi,

    is the service a default service and/or assigned to the CustomerUser?

    Florian
    Hi,

    Yes It is a default Service and its assigned to the CustomerUser.

    Regards
    OTRS 5.0.23/OpenSuse
    MySql

    crythias
    Moderator
    Posts: 10108
    Joined: 04 May 2010, 18:38
    OTRS Version?: 5.0.x
    Location: SouthWest Florida, USA
    Contact:

    Re: Service not showing on TicketCreate Transition Action

    Post by crythias » 26 Dec 2017, 16:27

    wurzel has the right answer. If you use the ServiceID instead of Service, you can avoid the problem of misspelling the service.
    Also, your logs would say that you're using an invalid service if that were the case.
    The downside could be that the ServiceID isn't replicated in any export/import destination of Process to another environment (say testing to production).
    OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
    Please edit your signature to include your OTRS version, Operating System, and database type.
    Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
    Need help? Before you ask

    iclaude
    OTRS expert
    Posts: 75
    Joined: 31 Mar 2016, 10:30
    OTRS Version?: OTRS 5.0.23 Free
    Real Name: Claude Chelene

    [SOLVED]Re: Service not showing on TicketCreate Transition Action

    Post by iclaude » 04 Jan 2018, 11:00

    crythias wrote:wurzel has the right answer. If you use the ServiceID instead of Service, you can avoid the problem of misspelling the service.
    Also, your logs would say that you're using an invalid service if that were the case.
    The downside could be that the ServiceID isn't replicated in any export/import destination of Process to another environment (say testing to production).
    Thank you, I have used the ServiceID and It Worked.

    Regards
    OTRS 5.0.23/OpenSuse
    MySql

    Post Reply