Znuny Open Source Ticketsystem

Thanks Roy.

Process flow I actually attached is to understand how I can redirect to different queues, and populate data from database (Employees) with conditions.

To understand Transitions, Transition Action, ACL etc.

Regards,
Suhail

Hi All,

I am trying to build a process for boarding "New Employee" and "New User Request" with necessary approvals. I have the design of the process attached, but I am finding really difficult to build this process flow. I would appreciate if anybody can help on the same.

Thanks,
Suhail

Hi,

How can I sync and additional attribute of " Description " from Active Directory to new Field in the Agents? And, i want to show this additional field data when viewing Agent Information from Agents Master Screen.

My sample configuration is as below,

$Self->{'AuthSyncModule::LDAP ...

But why below "Service" filter is not working when "IT" queue is selected.

When "IT" Queue selects, I need to only display ATM Card Lost, PIN Lost, Cash Descrepancy in Service

Could someone give me an example with each and every steps

Can u tell me how the 5th point can be done in my case.

5) Add it to any screen via SysConfig

How can it be done using Dynamic Field, kindly provide an example.

It seems I better explain the scenario what I am looking for.

When an agent logins, I need the following flow in "New Phone Ticket". How we can achieve this>

"Type"
Complaint, Enquiry, Incident

Queue
IT, Accounts, WPS

Service
When "IT" Queue selected :- ATM Card Lost, PIN Lost, Cash ...

But when I select the "IT" Queue, nothing is listed in Service.

I placed a code like below in Config.pm, but there is no change in "New Phone Ticket" screen.

$Self->{TicketAcl}->{'ACL-Complaint'} =
{
# match properties
Properties => {

Queue => { Name => ['IT'], },
},

Possible => {
Ticket => { Service => ['ATM Card Lost', 'PIN Lost', 'Cash Descrepancy ...

Thanks for the reply with an example.

How it can be done if it is dynamic field instead of queue? ie, dynamic field->Service

So all these change are stored in configuration rather than database?

I am new to OTRS, so just totally confused.

Couldn't find anything like Types->Services in the Admin option. It has to be done using ACL? If So, How we can do this?

Hi,

How can we make conditional listing of data in Queue according to the Type Selected?

Thanks..