Process Ticket not working?

[Saml92]

Hi,
I am trying to make a process ticket for equipment being booked in, I have tried following the tutorial in the documentation(Skips a lot of important steps I believe) and also followed a Youtube tutorial and it still wont work.

The problem I have is that it doesn't seem to get out of the first state for some reason or another and when the ticket is created the process section doesn't show up on the screen. I'm not sure if there is some sort of option to make it available in the SysConfig or I have just gone wrong somewhere?

Here is what I have (Removed all other states to test it):

States Connecting to each other

States.png

Settings of the first state to allow for input

FirstStateSettings.png

Both transition and transition action settings

Trasitions.png

If anyone can help please let me know

Thanks
Sam

[RStraub]

Your filter on the transition checks the name (=value) of the field. Try filtering for the key.

edit: Not sure though what you configured, could you show us the dynamic field?

The processes should show up as soon as you have valid processes deployed.

[Saml92]

The TicketStatus dynamic field keys are actually the same as the values, this was done in the tutorial I followed so I assumed there was no reason to make them different based on the demo in the tutorial actually worked. Should I make these keys different to the values?

[RStraub]

Nah, they don't have to be different. It just feels weird to me that a key has a space in it

Right so, to make sure:

You are filtering for DynamicField_TicketEquimentBookedIn == "Booked In" ?
Are you actually setting that value ? Can you verify that it is set (e.g. via the history tab).

[Saml92]

Yeah I would normally not use a space for something like that either I just wanted to copy the tutorial to make sure

I am filtering for DynamicField_TicketStatus =="Booked In" The image does say DynamicField_TicketEquimentBookedIn that I just changed and tried to create another ticket and the same happens.

The value for this field is set in the default value when setting up the form for the user to enter the request, this is set to "Requested" to start with and should change to "Booked In" when the user clicks the button on the process management section of the ticket, which is not showing up right now.

History tab for this says: TicketDynamicFieldUpdate Updated: FieldName=TicketStatus;Value=Requested;OldValue=;

[RStraub]

So the dyn. field is updated to "Requested" but never to "Booked in" ? In that case, your transition won't ever trigger.

What kind of field is that? Dropdown? You could make that field visible / mandatory and manually select the value to make sure it's beeing set.

[Saml92]

Yes its a dropdown with possible fields, I have tried that and changed it to "Booked In" but no luck

I'm just wondering whether calling the field on the transition is wrong? At the moment its calling DynamicField_TicketStatus im not sure if that is right because thats where it seems to be failing. Other than that I can think maybe somewhere in the SysConfig the process ticket settings are wrong? Might need to leave it for a bit to clear my head

[crythias]

Note that you can test transitions manually by adding a few fields to
Ticket::Frontend::AgentTicketFreeText###DynamicField in SysConfig

You may wish to add TicketEquipmentBookedIn

But also note that your Transition seeks TicketBookedIn not TicketEquipmentBookedIn

[RStraub]

Oh, nice find.

[Saml92]

Sorry guys! I made a mistake there and changed it when I realised TicketBookedIn was meant to be TicketStatus the images were before I saw that so that's not where I have gone wrong. TicketEquiptmentBookedIn is just a check box that will always be true when this process is started.

I really cant figure out where I have messed up! Do you know of any tutorial online that isn't the one in the documentation?

[crythias]

orry guys! I made a mistake there and changed it when I realised TicketBookedIn was meant to be TicketStatus the images were before I saw that so that's not where I have gone wrong. TicketEquiptmentBookedIn is just a check box that will always be true when this process is started.

That's unfortunate...

Checked/unchecked String 1/0

As for Tutorial:

It's simple.

Create DynamicField TicketStatus (maybe as text, maybe as dropdown. If dropdown, include "Booked In" as a Key and Value.)

Process:
Activity Start
Contains Activity Dialog Waiting for Booked In

Activity End
Does nothing.

Activity Dialog Waiting for Booked In
Contains DynamicField_TicketStatus
Let's say DynamicField_TicketStatus is Hide. We will set a Default Value of "Booked In"

Transition Booked In OK Clicked
DynamicField_TicketStatus String Booked In

Connect Transition between Start and End

Save and Finish.
Deploy all Processes.

[Saml92]

That does actually work thanks!

But it doesn't show the ticket as a process ticket and the process section doesn't show up.

There must be something wrong in the SysConfig right?

notProcess.JPG

[crythias]

But it doesn't show the ticket as a process ticket and the process section doesn't show up.

If the ProcessID and ActivityID are attached to the ticket, it will show as a process ticket. It won't retroactively make any ticket a process ticket (therefore Process Enroll).

Check logs, etc...