[Solved] Links to Specific Process/Open Ticket

Moderator: crythias

Post Reply
VCSousa
Znuny newbie
Posts: 62
Joined: 05 Feb 2020, 17:45
Znuny Version: OTRS6
Real Name: Ruben Sousa
Company: Zolve - Logistic and Transport, S.A.

[Solved] Links to Specific Process/Open Ticket

Post by VCSousa »

Hi everyone,

Is there a way, to create links to open a process ticket directly?

We have around 30 processes, and would be helpfull, have a custom widget, in html with iframe to put on dashboard or a dropdown menu on nav to directly open a specific process.
Last edited by VCSousa on 19 Feb 2021, 13:23, edited 1 time in total.
zzz
Znuny superhero
Posts: 888
Joined: 15 Dec 2016, 15:13
Znuny Version: All
Real Name: Emin
Company: Efflux GmbH
Contact:

Re: Links to Specific Process/Open Ticket

Post by zzz »

Hello Ruben,

It's pretty simple if you're only talking about the new process ticket mask.
Get your ProcessEntityID and put it into the URL:
.../index.pl?Action=AgentTicketProcess;ProcessEntityID=Process-9690ae9ae455d8614d570149b8ab1199

If you need the entity ID: open the process management (admin area), open the process, and copy the URL.

Best regards
Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

Free and premium add-ons: German | English
VCSousa
Znuny newbie
Posts: 62
Joined: 05 Feb 2020, 17:45
Znuny Version: OTRS6
Real Name: Ruben Sousa
Company: Zolve - Logistic and Transport, S.A.

Re: Links to Specific Process/Open Ticket

Post by VCSousa »

Hi Emin,

Hope to find you well ;)

Many thanks, one more time.

One more thing, I already have an iframe in use, and i need another one, but on sysconfig we only have one. Where is the file that i can find to duplicate the definition for ###0301-IFrame per example.
zzz
Znuny superhero
Posts: 888
Joined: 15 Dec 2016, 15:13
Znuny Version: All
Real Name: Emin
Company: Efflux GmbH
Contact:

Re: Links to Specific Process/Open Ticket

Post by zzz »

You'd have to copy this setting into your own XML and change the name:
https://github.com/znuny/Znuny/blob/rel ... .xml#L7771

— Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

Free and premium add-ons: German | English
VCSousa
Znuny newbie
Posts: 62
Joined: 05 Feb 2020, 17:45
Znuny Version: OTRS6
Real Name: Ruben Sousa
Company: Zolve - Logistic and Transport, S.A.

Re: Links to Specific Process/Open Ticket

Post by VCSousa »

I insert it on /opt/otrs/Kernel/Config/Files/XML/Ticket.xml

I know that are not correct, and i should use a custom xml, but when we start and i was learning, it was how managed to put some custom widgets working. It will be solve on the midle of the year when we plan to rebuild our OTRS.

I changed the name, but nothing happen, it doesnt show on SysConfig

Code: Select all

<Setting Name="DashboardBackend###0301-IFrame-botoes" Required="0" Valid="1">
        <Description Translatable="1">Defines the parameters for the dashboard backend. "Group" is used to restrict access to the plugin (e. g. Group: admin;group1;group2;). "Default" indicates if $
        <Navigation>Frontend::Agent::View::Dashboard</Navigation>
        <Value>
            <Hash>
                <Item Key="Module">Kernel::Output::HTML::Dashboard::IFrame</Item>
                <Item Key="Title" Translatable="1">A Website</Item>
                <Item Key="Description" Translatable="1">Some description!</Item>
                <Item Key="Block">ContentLarge</Item>
                <Item Key="URL">https://www.otrs.org/</Item>
                <Item Key="Group"></Item>
                <Item Key="Default">1</Item>
                <Item Key="Link">https://otrs.org/</Item>
                <Item Key="LinkTitle">OTRS.org/</Item>
                <Item Key="Width">1024</Item>
                <Item Key="Height">800</Item>
                <Item Key="Marginheight">5</Item>
                <Item Key="Marginwidth">5</Item>
                <Item Key="Frameborder">1</Item>
                <Item Key="Align">left</Item>
                <Item Key="Scrolling">auto</Item>
                <Item Key="Mandatory">0</Item>
            </Hash>
        </Value>
    </Setting>
zzz
Znuny superhero
Posts: 888
Joined: 15 Dec 2016, 15:13
Znuny Version: All
Real Name: Emin
Company: Efflux GmbH
Contact:

Re: Links to Specific Process/Open Ticket

Post by zzz »

Did you rebuild the config?

Code: Select all

bin/otrs.Console.pl Maint::Config::Rebuild --cleanup
— Emin
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

Free and premium add-ons: German | English
VCSousa
Znuny newbie
Posts: 62
Joined: 05 Feb 2020, 17:45
Znuny Version: OTRS6
Real Name: Ruben Sousa
Company: Zolve - Logistic and Transport, S.A.

Re: [Solved] Links to Specific Process/Open Ticket

Post by VCSousa »

Thanks again Emin,

I change the post to Solved.
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: Links to Specific Process/Open Ticket

Post by root »

VCSousa wrote: 19 Feb 2021, 11:22 I insert it on /opt/otrs/Kernel/Config/Files/XML/Ticket.xml
Hi,

Don't do this. Bad luck and this file gets overwritten with a patch level update. Create your own file and start it with

Code: Select all

<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="2.0" init="Config">
and end it with
</otrs_config>
- 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 ?
Post Reply