Process management - Duplicate ticket and hide dynamic fields?

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Rhendak
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Process management - Duplicate ticket and hide dynamic fields?

Post by Rhendak »

Hello All,

We want to make further use of the Process Management function and want to expand on an existing process.

Now to do this, we require two functions, which from the GUI, were not obviously available/presented to me.


1. After certain Dynamic fields are modified, we need to duplicate the entire ticket, including the DynamicFields. This ticket needs to be linked to the other ticket as child ticket. Currently we've been doing this by "splitting" from an article, which mentioned all the dynamic fields, however from this we cannot apply any automated actions. Therefore we need an exact duplicate of the process ticket. Can this be done and if so how can this be done through the GUI?

2. Some of our Dynamic fields will contain information that should not be visible to certain employees. I therefore want to hide certain dynamic fields in the agent ticket overview, based on groups/roles. I've not found any obvious settings that make this possible, can this be done and if so how?

Thank you in advance for any time and assistance.

Kind regards,
Robin.
skullz
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Re: Process management - Duplicate ticket and hide dynamic fields?

Post by skullz »

1. Perhaps check TicketCreate transition action
*Creates a ticket with an article, the new ticket can be linked with process ticket.

https://doc.otrs.com/doc/manual/admin/6 ... ement.html

To set it as child ticket and auto inherit current ticket dynamic field value

Code: Select all

	    ................................
	    DynamicField_SuperHero1 => <OTRS_TICKET_DynamicField_SuperHero1>,
	    DynamicField_SuperHero2 => <OTRS_TICKET_DynamicField_SuperHero2>,
            LinkAs => 'Child',    
            ..................................
*Also can inherit another ticket details by using tag <OTRS_Ticket_XXXXXX>

2. Not available per default. Require development.
Rhendak
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Posts: 34
Joined: 20 Mar 2021, 12:21
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Real Name: Robin

Re: Process management - Duplicate ticket and hide dynamic fields?

Post by Rhendak »

skullz wrote: 11 Oct 2021, 11:18 1. Perhaps check TicketCreate transition action
*Creates a ticket with an article, the new ticket can be linked with process ticket.

https://doc.otrs.com/doc/manual/admin/6 ... ement.html

To set it as child ticket and auto inherit current ticket dynamic field value

Code: Select all

	    ................................
	    DynamicField_SuperHero1 => <OTRS_TICKET_DynamicField_SuperHero1>,
	    DynamicField_SuperHero2 => <OTRS_TICKET_DynamicField_SuperHero2>,
            LinkAs => 'Child',    
            ..................................
*Also can inherit another ticket details by using tag <OTRS_Ticket_XXXXXX>

2. Not available per default. Require development.
Thank you for your reply @Skullz. You've helped me immensely! This is probably one of the best solutions I was looking for.

With your help, I was able to create a linked child ticket. However I'm running into one problem. I tried to take the values of certain dynamic fields from the main ticket into the child ticket as well, in the way you mentioned to do it (i think). However this does not seem to be working. Please see the screenshots below:

Transition:
Image

Result:
Image

Expected:
I expected the two red marked fields (from the main ticket) to be visible in the child ticket as well.
Image

Could you please let me know what I'm doing wrong here and why it's not working?

Kind regards,
Robin.
Rhendak
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Posts: 34
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Real Name: Robin

Re: Process management - Duplicate ticket and hide dynamic fields?

Post by Rhendak »

UPDATE:

I've tried every possible variable I can think of to get this working, but none of them are working.

Image

The documentation mentions

Code: Select all

DynamicField_NameX => $Value,
But this also doesn't work, I cannot get the dynamic field info to display in the linked child ticket. Meanwhile I'm scourging through the forum (& internet) to find a possible solution for this.

Came across these topics, but the same solution does not seem to work in my case:
viewtopic.php?t=33519
viewtopic.php?t=31920

If anyone knows a solution or has got this working in the past, I would be happy with any directions on how to possibly solve this issue.
skullz
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Re: Process management - Duplicate ticket and hide dynamic fields?

Post by skullz »

Try

1. Check admin > log

2. Within TicketCreate transition action, also try create article.
Rhendak
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Re: Process management - Duplicate ticket and hide dynamic fields?

Post by Rhendak »

skullz wrote: 13 Oct 2021, 09:41 Try

1. Check admin > log

2. Within TicketCreate transition action, also try create article.
1. This is all that the log mentions when the child ticket is created:

Code: Select all

TIME	PRIORITY	FACILITY	MESSAGE
Wed Oct 13 10:01:31 2021 (Europe/Amsterdam)	error	OTRS-CGI-02	Process: test Activity: Activity-50102fd71f5473123e1ca5f9937334ca Transition: Transition-aecdf2a8ff06c13d5bfc37e3e3f3c643 TransitionAction: TransitionAction-5fc20ab42701a5770ab6671307e67a1a - Couldn't create Article on Ticket: 120792 from Ticket: 120791!
Wed Oct 13 10:01:31 2021 (Europe/Amsterdam)	error	OTRS-CGI-02	Need HistoryType!
Wed Oct 13 10:01:31 2021 (Europe/Amsterdam)	info	OTRS-CGI-02	New Ticket [2021101302000164/REQ001 - New Em] created (TicketID=120792,Queue=ICT NL,Priority=3 normal,State=new)
Wed Oct 13 10:01:12 2021 (Europe/Amsterdam)	info	OTRS-CGI-02	New Ticket [2021101302000155/REQ001 - New em] created (TicketID=120791,Queue=Raw,Priority=3 normal,State=new)

2. The documentation under "TicketCreate" doesn't really mention how to add text to the article or how to implement in the GUI, so this is what I came up with:
Image


Result is still:
Image
skullz
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Re: Process management - Duplicate ticket and hide dynamic fields?

Post by skullz »

Search for %DataPayload..its should be under TicketArticleCreate docs..
However in your transition action, value of %DataPayload still under TicketCreate
Rhendak
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Re: Process management - Duplicate ticket and hide dynamic fields?

Post by Rhendak »

skullz wrote: 13 Oct 2021, 10:25 Search for %DataPayload..its should be under TicketArticleCreate docs..
However in your transition action, value of %DataPayload still under TicketCreate
I was able to get an article in the ticket following the documentation, however dynamic fields remain unchanged (not working).
Image


Admin log:

Code: Select all

TIME	PRIORITY	FACILITY	MESSAGE
Wed Oct 13 10:48:50 2021 (Europe/Amsterdam)	info	OTRS-CGI-02	New Ticket [2021101302000281/REQ001 - New Em] created (TicketID=120804,Queue=ICT NL,Priority=3 normal,State=new)
Wed Oct 13 10:48:33 2021 (Europe/Amsterdam)	info	OTRS-CGI-02	New Ticket [2021101302000271/REQ001 - New em] created (TicketID=120803,Queue=Raw,Priority=3 normal,State=new)
Current configuration:
Image
skullz
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Re: Process management - Duplicate ticket and hide dynamic fields?

Post by skullz »

Did you check child ticket history ?
your child ticket is non process ticket..so dynamic field will be appear on ticket information widget on right (if configured)
Rhendak
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Re: Process management - Duplicate ticket and hide dynamic fields?

Post by Rhendak »

skullz wrote: 13 Oct 2021, 11:28 Did you check child ticket history ?
Thanks Skullz, that was a great suggestion that I did not think of yet myself.

The Child ticket history states the following:

Code: Select all

AGENT	ACTION	ARTICLE
Robin	Created ticket [2021101302000281] in "ICT" with priority "3 normal" and state "new". (NewTicket)	
Robin	Changed service to "NULL" (). (ServiceUpdate)	
Robin	Changed SLA to "NULL" (). (SLAUpdate)	
Robin	Changed type from "" () to "RfA (Request for Access)" (12). (TypeUpdate)	
Robin	Changed customer to "CustomerID=-;CustomerUser=;". (CustomerUpdate)	
Robin	Some free text! (AddNote)	
Robin	Reset of unlock time. (Misc)	
Robin	Changed dynamic field EDJobDescription from "" to "ICT". (TicketDynamicFieldUpdate)	
Robin	Changed dynamic field EDManager from "" to "Peter". (TicketDynamicFieldUpdate)	
Robin	Changed dynamic field EDDateOfHire from "" to "2021-10-13". (TicketDynamicFieldUpdate)	
Robin	Added link to ticket "2021101302000271". (TicketLinkAdd)

So it would seem that the DynamicFields data is set correctly, but it's not being displayed in the child ticket even though they are visible in the parent ticket?

Could this have something to do with some settings? Though I have no clue which settings would affect this.
skullz wrote: 13 Oct 2021, 11:28 your child ticket is non process ticket..so dynamic field will be appear on ticket information widget on right (if configured)
Would it be possible to have the child ticket to be a process ticket, as more (automated) steps are required in the child ticket?
skullz
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Re: Process management - Duplicate ticket and hide dynamic fields?

Post by skullz »

Rhendak wrote: 13 Oct 2021, 11:34
So it would seem that the DynamicFields data is set correctly, but it's not being displayed in the child ticket even though they are visible in the parent ticket?

Could this have something to do with some settings? Though I have no clue which settings would affect this.
For non process ticket:

Code: Select all

System Configuration > Ticket::Frontend::AgentTicketZoom###DynamicField
Rhendak wrote: 13 Oct 2021, 11:34 Would it be possible to have the child ticket to be a process ticket, as more (automated) steps are required in the child ticket?
Yupp..just pass additional dynamic field for the process id and actvity id

Code: Select all

DynamicField_ProcessManagementProcessID => Process-XXXXXXXXXXXXXXXXXXX,
DynamicField_ProcessManagementActivityID => Activity-YYYYYYYYYYY
Rhendak
Znuny newbie
Posts: 34
Joined: 20 Mar 2021, 12:21
Znuny / OTRS Version: Znuny LTS 6.0.36
Real Name: Robin

Re: Process management - Duplicate ticket and hide dynamic fields?

Post by Rhendak »

skullz wrote: 13 Oct 2021, 14:07
Rhendak wrote: 13 Oct 2021, 11:34
So it would seem that the DynamicFields data is set correctly, but it's not being displayed in the child ticket even though they are visible in the parent ticket?

Could this have something to do with some settings? Though I have no clue which settings would affect this.
For non process ticket:

Code: Select all

System Configuration > Ticket::Frontend::AgentTicketZoom###DynamicField
Rhendak wrote: 13 Oct 2021, 11:34 Would it be possible to have the child ticket to be a process ticket, as more (automated) steps are required in the child ticket?
Yupp..just pass additional dynamic field for the process id and actvity id

Code: Select all

DynamicField_ProcessManagementProcessID => Process-XXXXXXXXXXXXXXXXXXX,
DynamicField_ProcessManagementActivityID => Activity-YYYYYYYYYYY
Thank you so so so much Skullz! You have been extremely helpful in helping me getting this to work correctly. With your replies I was able to get this working even better then I expected it would. Thank you so much for all your invested time and effort.
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