Process Ticket - Dynamic Field Value in Transition Action

[mmesnjak]

Hi,

I need assistance with a process I'm constructing...

In a process, a new note is created in a transition action.
I want to add a Dynamic Field value that is already set (in the submitting Activity Dialog) to the Subject or the Body of the newly created note.

How do I reference that value?
How do I construct text that is:

Code: Select all

"some fixed text" + $value + "some other fixed text"

?
Is that even possible?

You can find a screenshot of the TA in the attachment.

Thanks!

[RStraub]

From 5.x onwards OTRS seems to understand smarttags in transition actions. So you could try with those.

As we needed this for version 4, we wrote a custom transition action that does exactly what you want:

Code: Select all

package Kernel::System::ProcessManagement::TransitionAction::CustomTitleSet;

use strict;
use warnings;
use utf8;

use Kernel::System::VariableCheck qw(:all);

use base qw(Kernel::System::ProcessManagement::TransitionAction::Base);

our @ObjectDependencies = (
    'Kernel::System::Log',
    'Kernel::System::Ticket',
    'Kernel::System::ITSMConfigItem',
);

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = {};
    bless( $Self, $Type );

    return $Self;
}
sub Run {
    my ( $Self, %Param ) = @_;

    # define a common message to output in case of any error
    my $CommonMessage = "Process: $Param{ProcessEntityID} Activity: $Param{ActivityEntityID}"
        . " Transition: $Param{TransitionEntityID}"
        . " TransitionAction: $Param{TransitionActionEntityID} - ";

    # check for missing or wrong params
    my $Success = $Self->_CheckParams(
        %Param,
        CommonMessage => $CommonMessage,
    );
    return if !$Success;

    # override UserID if specified as a parameter in the TA config
    $Param{UserID} = $Self->_OverrideUserID(%Param);

    # use ticket attributes if needed
    $Self->_ReplaceTicketAttributes(%Param);

    # Check for required parameters in ConfigHash
    if ( !defined $Param{Config}->{Title} ) {
        $Kernel::OM->Get('Kernel::System::Log')->Log(
            Priority => 'error',
            Message  => $CommonMessage . "No Title configured!",
        );
        return;
    }

    $Success = 0;

    if (
        $Param{Config}->{Title} eq 'CustomTitleSet'
        )
    {
        $Success = $Kernel::OM->Get('Kernel::System::Ticket')->TicketTitleUpdate(
            Title    => "some fixed text" . $SomeVariable . "Some fixed text",
            TicketID => $Param{Ticket}->{TicketID},
            UserID   => $Param{UserID},
        );
    }
    else {

        # data is the same as in ticket nothing to do
        $Success = 1;
    }

    if ( !$Success ) {
        $Kernel::OM->Get('Kernel::System::Log')->Log(
            Priority => 'error',
            Message  => $CommonMessage
                . 'Ticket title could not be updated for Ticket: '
                . $Param{Ticket}->{TicketID} . '!',
        );
        return;
    }

    return 1;
}

1;

[crythias]

Body:

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MyField is <OTRS_TICKET_DynamicField_MyField> and it will show in this line.