Create process ticket based on dynamic field

[aph]

Hi all,

I have created two processes (P1 and P2) and created a dummy dynamic field (Process) containing a drop down list with values P1 and P2. When a user selects the approriate value from the free fields mask, the respective process is started, whereby a generic agent job sets the ProcessManagementProcessID to P1 or P2.

The generic agent is called on TicketDynamicFieldUpdate_Process event, where filter is Process = P1. Ticket action is to set ProcessManagementProcessID to P1. This way an existing ticket is 'converted' to a process ticket.

I would like to be able to provide the same possibility when creating a phone ticket. I similarly added the dummy field to the new phone ticket mask. However, when the ticket is created, it is not a process ticket, but a 'normal' ticket instead. Is there a way that the ticket is created as a process ticket?

The solution most probably works via free fields mask, as described earlier, because the value of "Process" is updated. Is there a way to start a process when a certain value of dynamic field is selected during ticket creation.

I cannot use process ticket, since I don't want to restrict agents from using any process. I only want to restrict their ability to initiate processes. Blocking an entire process based on roles would not allow agents to participate in the process.

[aph]

Any ideas on this?

[RStraub]

Try to let the generic agent listen to the "TicketCreate" event as well and filter the ticket so that the GA only activates when something is selected in your field.

[aph]

Works!