Generic agent - based on itsm field default value

Moderator: crythias

Post Reply
ovidiuotel
Znuny newbie
Posts: 3
Joined: 09 Sep 2022, 15:20
Znuny Version: 6.0.32-6
Real Name: Ovidiu Otel

Generic agent - based on itsm field default value

Post by ovidiuotel »

Hello,
I have a question about the setup of generic agent in OTRS Zunny.
I set a generic agent to change the ticket state if some conditions is true. But one of these conditions is an dynamic filed ( ii see the field in Addition ITSM fileds ). For this dynamic field i set a default value ( I called this value "default").
So, the default value of the dynamic field is "Default"
In generic agent I put the condition : if the value of the dynamic field is "Default", then change ticket state.
But this doesn't work.
If i go to the Additional ITSM fileds ii see that the value of dynamic field is "Default",if I click on Submit,after that the generic agent will be executed.
I think that only if the agent click on submit the value of the dynamic field is visible by generic agent.

Thank you,
Have a nice day!
Johannes
Moderator
Posts: 391
Joined: 30 Jan 2008, 02:26
Znuny Version: All of them ^^
Real Name: Hannes
Company: Znuny|OTTERHUB

Re: Generic agent - based on itsm field default value

Post by Johannes »

Hi,

is this the "default" value visible in the GUI ?
You could check if the value is really set using the ticket history.
Values are not set for existing tickets and only for visible fields, when the ticket is modified stored.

If you need a default which is set for "non visible" fields you need to enable:
Ticket::EventModulePost###9600-TicketDynamicFieldDefault

And set a field+value here:
Ticket::TicketDynamicFieldDefault###Element1

Regards
Johannes
hkais
Znuny expert
Posts: 280
Joined: 16 Apr 2016, 08:55
Znuny Version: see in post
Real Name: Hans
Contact:

Re: Generic agent - based on itsm field default value

Post by hkais »

ovidiuotel wrote: 09 Sep 2022, 15:39 Hello,
I have a question about the setup of generic agent in OTRS Zunny.
I set a generic agent to change the ticket state if some conditions is true. But one of these conditions is an dynamic filed ( ii see the field in Addition ITSM fileds ). For this dynamic field i set a default value ( I called this value "default").
So, the default value of the dynamic field is "Default"
In generic agent I put the condition : if the value of the dynamic field is "Default", then change ticket state.
But this doesn't work.
If i go to the Additional ITSM fileds ii see that the value of dynamic field is "Default",if I click on Submit,after that the generic agent will be executed.
I think that only if the agent click on submit the value of the dynamic field is visible by generic agent.

Thank you,
Have a nice day!
sounds for me that the GA is not fetching your ticket.
Does the GA show you your ticket in the simulated run?

can you post your configuration here to help you better?
Elected 2022-06 as an IT Governance Portal Expert. The portal for Znuny, OTRS and OTOBO users
Post Reply