process ticket

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NosieJk123
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Posts: 8
Joined: 26 Sep 2019, 11:58
OTRS Version?: OTRS6
Real Name: Nosi

process ticket

Post by NosieJk123 » 10 Oct 2019, 08:19

Hello i need help.

How to populate dynamic fields of the process activity dialog with the information from an incoming ticket automatically?

thank you.

-Noci

crythias
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Re: process ticket

Post by crythias » 13 Oct 2019, 05:36

If you use the Process ticket enroll feature, the current ticket becomes a process ticket (the ActivityID and ProcessID are appended to the current ticket), which means you lose nothing.

If you're mechanically creating a process ticket and linking it to the current ticket, you should be able to push the dynamic field values from the source to the Process ticket at the time of creation. Though, it may be a bit more complicated all told, and at a certain point, Process Ticket enroll is probably a better way to handle it.

OK, but if you need to automate it, the only thing to automate is adding the DynamicFields ProcessManagementActivityID and ProcessManagementProcessID (with appropriate values) to the ticket. That's it. It's now magically a process ticket.
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NosieJk123
OTRS newbie
Posts: 8
Joined: 26 Sep 2019, 11:58
OTRS Version?: OTRS6
Real Name: Nosi

Re: process ticket

Post by NosieJk123 » 14 Oct 2019, 08:14

Thank you so much.
In GenericAgent can I create more than one job whereby all the jobs will automate different processes?

crythias
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OTRS Version?: 5.0.x
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Re: process ticket

Post by crythias » 14 Oct 2019, 15:07

NosieJk123 wrote:
14 Oct 2019, 08:14
In GenericAgent can I create more than one job whereby all the jobs will automate different processes?
One ticket = One Process. Although a single process ticket can spawn additional tickets/process/jobs.
viewtopic.php?t=26905
viewtopic.php?t=30029 (this is kind of old. No guarantees it still works).
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
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