Process Management don't accept the same value when it loop back.

[tanzhiyong]

Hi Guys,

I have a problem in OTRS process management. I had discovered that the system dont accept the same value again when i include a return transition back to the first activity. So when i click "Submit" with the same value as recorded before when it loop back to the first activity, it just remained in the same activity, then unable to proceed to the next activity again.

For example, in the first activity. I imputed the value as below:

Name: test
Description: testtest

After i been through the next few activity and the loop which bring the process back to the first activity again.

When i try to click "Submit" again with the same details:

Name: test
Description: testtest

It just remained in the first activty, thus unable to proceed forward.

Appreciate if anybody can advise on this.

Thanks!

[tanzhiyong]

Can anybody help and advise me on this?

[RStraub]

I don't fully understand what you mean with "same value".

Could you include the names of the activities you describe, the values of the fields that change and the transition-filters?

Also, from your screenshot, there is no edge leading back to the first activity. I'd guess you mean "Accept?" ?

[tanzhiyong]

I don't fully understand what you mean with "same value".

Could you include the names of the activities you describe, the values of the fields that change and the transition-filters?

Also, from your screenshot, there is no edge leading back to the first activity. I'd guess you mean "Accept?" ?

Hi, Yes i mean accept. The screenshot that i attached is just a reference of the loop i am talking about.

"From Accept -> if rejected -> Advise and route... -> Requestor Accept -> if rejected -> justify the case... back to Accept"

In Accept Activity, i have a drop down list where user can select "Accept or Reject". In this scenario, User will choose reject. When it rejected, it will move to the process "Advise and route ticket back to requestor".

In Advise and route ticket back to requestor, user can input comments on the textbox and article. After this is done, it will move to "Requestor Accept".

In Requestor Accept, user can choose if they want to accept or reject using a drop down list. In this scenario, user will reject and it will move to the activity "justify the case and route ticket back to IT" where user can inputs comments on the textbox and article and it will be looped back to "Accept" again.

So once again, in "Accept". User previously had selected "reject". So if user select "reject" again. The process will not move on and will remained stuck in the same process. However, if user select a different value (Accept for example) the system is able to move on to the next process.

Hope i clarify your questions.

thanks !

[RStraub]

I'd say that transitions are only checked if values update.

So if you select a value which is already set on a ticket, there is no update.
As a workaround you could do this:

1) Create a dynamic field, something like "HiddenStatus" and set some values
2) Add that field as hidden to each activity where you encounter that problem and set a default value
3) Add that dynamic field + value to the transaction filter

This way you'd always update atleast one field, even if the ticket is still rejected.