Znuny Open Source Ticketsystem

I looked at the ticket filters and they're completely blank. This should mean that notifications are generated on all tickets when a trigger event occurs, right? One thing I neglected to mention in the OP: Email notifications for regular tickets are working fine, it's just Process tickets that won't...

Thanks, I'll look at the ticket filters. I had configured notifications, but maybe they're muted for process tickets.

Morning all, My question is similar to this thread: http://forums.otterhub.org/viewtopic.php?t=32734 Many of the processes in our environment are initiated by customers, and they're accustomed to receiving notifications for every ticket they put in. I'm noticing that process tickets do not generate ...

Fixed it. 'Create Business Ticket' was the first Transition defined in the YML file. And I hadn't told OTRS to make sure the Clinical and ADP boxes were Null before proceeding. So it was just finding the Business ticket transition, matching it and moving to the next Activity. I've now defined the Co...

I've now grossly simplified the transitions, and am using a GenericAgent action to automatically check boxes in the process forms for creating each of the 3 ticket types. For some reason, the process is successfully creating Clinical and ADP (types 1 and 3) tickets when those are the only two catego...

Hmmm. Still only getting one ticket created even when all 3 types of access are requested using a RegEx (thanks for pointing me to that, by the way). Here's my updated transition list. Transitions: Transition-1e8e888fd648e133c0a65bdba013c923: ChangeTime: 2017-03-21 14:23:54 Config: Condition: '1': F...

One potential issue with that: as you can see in the Transitions, each condition needs to match 2 fields with an AND connector, and conditions are linked by an OR connector. To make this work correctly, I think I would need to group conditions together like follows: Transition B conditions: [Match o...

I think so. So I need to create a transition for each combination of possibilities, it's not going to process that logic for me. OK. Let me make some adjustments and see if that fixes things. Fingers crossed, and I'll report back.

I've also included some screenshots of the transitions in the web GUI. The Clinical one I only took a screenshot of the first 4 conditions because the others are basically identical, except for a different 'NUSoftware' value in each.

Certainly. This is the excerpt from the YML containing the transitions: Transitions: Transition-1e8e888fd648e133c0a65bdba013c923: ChangeTime: 2017-03-17 09:59:29 Config: Condition: '1': Fields: DynamicField_NUClinicalcomplete: Match: '1' Type: String DynamicField_NUSoftware: Match: GP Type: String T...

I don't want to inadvertently leave out an important piece of code so I've pasted the entire contents of the .yml file exported from OTRS: --- Activities: Activity-24627362822b695d57e22cc10107de6e: ActivityDialogs: - ActivityDialog-ec08bbb9c7a7d8d0cc18510ebf46b38e - ActivityDialog-d233aa9b567e5ae4bf...

I have checked and re-checked my transition conditions and I still cannot work out why the following error is occurring when I try to run the TicketCreate transitions in parallel: Transition:'Create Clinical Ticket' No Condition Linking as Condition->Type or Condition->ConditionLinking was found, us...

What do the following errors mean exactly? I discovered the Process Management debug option and these are the errors I'm seeing: [Thu Mar 16 16:57:37 2017] -e: Use of uninitialized value $Param{"TransitionName"} in concatenation (.) or string at /opt/otrs//Kernel/System/ProcessManagement/T...

I'm having a bit of a problem configuring parallel TicketCreate transitions within Process Management. Using OTRS 5.0.16 on a CentOS 7.3.1611 (virtual) box. Basically I'm following the suggested process outlined here: http://forums.otterhub.org/viewtopic.php?t=30029 The idea is for a new account req...

I figured it out. Our i-doit instance is set to require authentication from JSON-RPC calls, which are not included in the JS files in the module. I unchecked this option and it works. As this is a test environment this is fine for now, but I may need to hard-code authentication at a later date when ...

Apologies for cross-posting this - I have asked this question on the I-doit forum as well, but thought that OTRS users might be better equipped to help. Dear all, I'm hoping someone can help me here. I'm using the ReferenceIdoitObjects module for OTRS and appear to have successfully installed it, ex...