Process management - How to automically go from one activity to another

Moderator: crythias

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otrssimpleuser
OTRS newbie
Posts: 4
Joined: 30 Apr 2019, 10:55
OTRS Version?: OTRS 3.3.16

Process management - How to automically go from one activity to another

Post by otrssimpleuser » 06 May 2019, 14:19

Dear all,

I'm trying to perform an automated transition between 2 activities:
the goal is to set a flag based on a regex on one field of my tickets
Everything goes fine : the regex is correctly executed and the flag is set accordingly. Also, the process is doing super great after that.

The only trouble here is that, to produce the transition (i.e to set the flag), a user is forced to click on the ticket.
Only then, (and without any other action from the user, he just click on the ticket), the transition is made, the flag is set and the next activity can be accessed.

I'm struggling to eradicate this annoying action of ""clicking on the ticket"".. and I don't understand why the ticket need to be clicked to change its activity...

Any help will be appreciated

Thanks

crythias
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Posts: 10108
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
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Re: Process management - How to automically go from one activity to another

Post by crythias » 11 May 2019, 07:15

You're not alone!

viewtopic.php?t=30029#p122152

It's kind of old, and may have to be updated a bit
https://github.com/OTRS/otrs/blob/59e79 ... ns.pm#L106
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
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