[SOLVED] Service not showing on TicketCreate Transition Action

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iclaude
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[SOLVED] Service not showing on TicketCreate Transition Action

Post by iclaude »

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.
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root
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Re: Service not showing on TicketCreate Transition Action

Post by root »

Hi,

Please show the parameter of the transition action.

- Roy
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iclaude
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Re: Service not showing on TicketCreate Transition Action

Post by iclaude »

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
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Re: Service not showing on TicketCreate Transition Action

Post by root »

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
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wurzel
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Re: Service not showing on TicketCreate Transition Action

Post by wurzel »

Hi,

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

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    iclaude
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    Re: Service not showing on TicketCreate Transition Action

    Post by iclaude »

    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
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    Re: Service not showing on TicketCreate Transition Action

    Post by crythias »

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

    Post by iclaude »

    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

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