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!
Generic agent - based on itsm field default value
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Re: Generic agent - based on itsm field default value
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
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
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- 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
sounds for me that the GA is not fetching your ticket.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!
Does the GA show you your ticket in the simulated run?
can you post your configuration here to help you better?
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