Application for leave process

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fullhouse
OTRS newbie
Posts: 4
Joined: 13 Sep 2018, 11:58
OTRS Version?: 6.0.10

Application for leave process

Post by fullhouse » 13 Sep 2018, 14:00

Hello,

I recently installed the example process 'Application for leave' via ready2adopt. I tried to rebuild this process and adjust it to our companies needs. Im having a problem passing on certain information in the first transaction though.

In the 2nd step of the sample process it uses the DynamicField VacationInfo to display Info the agent has just entered in the first step. I dont really understand where this field is accessing the information needed.

When i rebuild this process everything works but the Manager that has to approve cant see the Info a certain agent has entered when creating the ticket. (vacation dates, days and so on...)

Maybe someone can help me to understand how this data is passed on to the next step. Thanks in advance

lis9
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Joined: 13 Apr 2017, 11:27
OTRS Version?: 6.0.10
Real Name: Daniel
Company: Komputronik S.A.

Re: Application for leave process

Post by lis9 » 17 Sep 2018, 13:59

Between the steps of process there is a line called transaction. With transaction can be connected a transaction action. This transaction action is a place, where every changes in ticket can be made when changing process step.

DL

fullhouse
OTRS newbie
Posts: 4
Joined: 13 Sep 2018, 11:58
OTRS Version?: 6.0.10

Re: Application for leave process

Post by fullhouse » 18 Sep 2018, 09:09

Thanks for the reply. I know about transition actions and I modeled everything similar to the 'Application for Leave' process.
Still if an agent opens a ticket and enters the date/time of their vacation, that info is not passed on to the next step. The superior can see the new ticket and the approval process also works, but the time frame of the vacation is not shown in the ticket.

jojo
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Re: Application for leave process

Post by jojo » 18 Sep 2018, 09:10

you have to adjust the sysconfig to show the dynamic fields in the TicketZoom
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fullhouse
OTRS newbie
Posts: 4
Joined: 13 Sep 2018, 11:58
OTRS Version?: 6.0.10

Re: Application for leave process

Post by fullhouse » 18 Sep 2018, 10:13

Yes that did it for me!

Had to adjust 'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicField' and 'Ticket::Frontend::AgentTicketZoom###ProcessWidgetDynamicFieldGroups' in the sysconfig now it is working.

Thanks a lot.

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