Hi All,
I want to set up a different flow for problem management tickets and it should be different from the incident ticket.
Can you tell me how to achieve it
Thanks,
Looking to setup different flow for problem management in OTRS
Moderator: crythias
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sanojs
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Re: Looking to setup different flow for problem management in OTRS
will this can be achieved with ACL.
I have tried, but not working.
What my plan is is, Once I create a ticket as a problem ticket and assign it to queue name supportgroup_problem, based on ACL we can set the different dynamic fields for tickets or different workflow for that queue.
But ACL is not working as expected
Can someone suggest on this?
I have tried, but not working.
What my plan is is, Once I create a ticket as a problem ticket and assign it to queue name supportgroup_problem, based on ACL we can set the different dynamic fields for tickets or different workflow for that queue.
But ACL is not working as expected
Can someone suggest on this?
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root
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Re: Looking to setup different flow for problem management in OTRS
Hi,
The ACLs working like they are designed. You try to achieve sth what is not possible with ACLs. ACL can't hide or show dynamic fields. Please read the available manuals carefully.
- Roy
The ACLs working like they are designed. You try to achieve sth what is not possible with ACLs. ACL can't hide or show dynamic fields. Please read the available manuals carefully.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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sanojs
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Re: Looking to setup different flow for problem management in OTRS
any other way to achieve this.
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root
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Re: Looking to setup different flow for problem management in OTRS
Yes, with commercial add-ons or you start developing this on your own.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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sanojs
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Re: Looking to setup different flow for problem management in OTRS
can you suggest any commercial add-ons
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root
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Re: Looking to setup different flow for problem management in OTRS
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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reneeb
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Re: Looking to setup different flow for problem management in OTRS
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
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sanojs
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Re: Looking to setup different flow for problem management in OTRS
Maybe https://opar.perl-services.de/dist/Hide ... elds-6.0.5 helps
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Tried this and it will hide the dynamic field. But for any mandatory dynamic field hidden with HideDynamicFields-6.0.5 module, it won't allow to save or create tickets. Because the field is mandatory and should be filled for creating tickets.
==================================================
Tried this and it will hide the dynamic field. But for any mandatory dynamic field hidden with HideDynamicFields-6.0.5 module, it won't allow to save or create tickets. Because the field is mandatory and should be filled for creating tickets.