It seems that I can't get the transition conditions to work correctly or they may not be working correctly at all. I hope someone can help me in finding this out.
The customer fills in a form, from this form I want to create 2 transitions:
1. If none of the fields below state any hardware is required, I want the ticket to close immediately.
2. If any of these fields indicate hardware is required, the ticket should go to a different queue.
In the image you see below, you can see that all the fields state that no hardware is required.
My current transition setup is as can seen below.
However, when progressing the ticket, it does set the field "DynamicField_Status" to "Performed", but does not successfully close the ticket, as stated it should in the transition action. It seems as if the transition is not going off, therefore indicating that the transition values are not being met?
Ticket history:
Code: Select all
AGENT ACTION ARTICLE
Robin Created ticket [2021101402000073] in "ICT -NL::Accounts & Rechten" 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 Changed dynamic field ProcessManagementProcessID from "" to "test". (TicketDynamicFieldUpdate)
Robin Changed dynamic field ProcessManagementActivityID from "" to "Activity-a876e18eb20c6747fd139f0922fce08e". (TicketDynamicFieldUpdate)
Robin Changed dynamic field EDFirstname from "" to "Frank". (TicketDynamicFieldUpdate)
Robin Changed dynamic field EDSurname from "" to "". (TicketDynamicFieldUpdate)
Robin Changed dynamic field EDJobDescription from "" to "ICT". (TicketDynamicFieldUpdate)
Robin Changed dynamic field EDManager from "" to "Peter ". (TicketDynamicFieldUpdate)
Robin Changed dynamic field EDAbbreviation from "" to "FRK". (TicketDynamicFieldUpdate)
Robin Changed dynamic field EDDateOfHire from "" to "2021-10-14". (TicketDynamicFieldUpdate)
Robin Changed dynamic field EDCopyRightsFrom from "" to "Robin ". (TicketDynamicFieldUpdate)
Robin Changed dynamic field HWMobilePhone from "" to "0". (TicketDynamicFieldUpdate)
Robin Changed dynamic field HWSimcard from "" to "0". (TicketDynamicFieldUpdate)
Robin Changed dynamic field HWDockingStation from "" to "0". (TicketDynamicFieldUpdate)
Robin Changed dynamic field HWMonitor from "" to "No monitor". (TicketDynamicFieldUpdate)
Robin Changed dynamic field EDInternalExternal from "" to "Internal". (TicketDynamicFieldUpdate)
Robin Changed dynamic field HWLaptopOrDesktop from "" to "No Laptop/Desktop". (TicketDynamicFieldUpdate)
Robin Changed dynamic field EDDepartment from "" to "ICT". (TicketDynamicFieldUpdate)
Robin Added link to ticket "2021101402000064". (TicketLinkAdd)
10/14/2021 08:46:46
AGENT ACTION ARTICLE
Robin Changed dynamic field Status from "" to "Performed". (TicketDynamicFieldUpdate)
Robin Changed dynamic field PerformedComments from "" to "test". (TicketDynamicFieldUpdate)
King regards,
Robin.