[SOLVED] Force State Change On Lock - tried it, not working...

[estomagado]

Hello everyone!
I think (I'm not sure) it's my first post.
Please be kind

I already searched the forum but only found this (misleadingly unrelated) post:
viewtopic.php?f=62&t=40717&p=164534&hil ... #p164534
I am using OTRS 6.0.19 (yes, I will upgrade to Znuny 6.0.36 soon).
I want to set the ticket state from new (or open) to some other state when ticket is locked.

Ticket::EventModulePost###2800-ForceStateChangeOnLock
seems to be just what the doctor ordered, but I can't seem to make it work. For starters, it doesn't apper on the Sysconfig Web interface if I want to navigate to it. If I search for it in the search box, it appears and I can edit it. Unfortunately, after deploying it never works.

What am I doing wrong?

[estomagado]

Here's how it set up my
Ticket::EventModulePost###2800-ForceStateChangeOnLock
(I did it on the Web interface, but I reckon it's in Ticket.xml.
Also, the path Core::Event::Ticket does not appear on my interface, I have to use the search.)

Key-Value pairs

• Event - TicketLockUpdate
• Module - Kernel::System::Ticket::Event::ForceState
• new - some state*
• open - some state*

* where some state is either a predefined system state, or one I created. Either way, it does not work.

As a side note, I noticed that in Ticket.xml, i have the following line:
<Setting Name="Ticket::EventModulePost###2800-ForceStateChangeOnLock" Required="0" Valid="0">

Do I have to flip the Valid switch on this, somewhere?

[estomagado]

(Well, no, I have 20 posts already... It's difficult to be a 50-something sometimes...)

[root]

Hi,

Do I have to flip the Valid switch on this, somewhere?

Yes, click on the name of the setting and a menu appears with a button to enable:

2021-08-17_06-04-20.png

- Roy

[estomagado]

TL;DR: YOU HAVE TO USE YOUR LANGUAGE, NOT ENGLISH.

Yes, click on the name of the setting and a menu appears with a button to enable:

Thanks, Roy!
It turns on automatically when you edit and save the config, but no luck, still not working. Then something struck me.

I was using the english names of states, but my installation is in Portuguese by default. As soon as I used all Portuguese state names (e.g. Minho instead of Minnesota ) everything worked.

So for me the correct Key-Value pairs are:

• Event - TicketLockUpdate
• Module - Kernel::System::Ticket::Event::ForceState
• Novo - some other state*
• Aberto - some other state*

instead of

• Event - TicketLockUpdate
• Module - Kernel::System::Ticket::Event::ForceState
• new - some other state*
• open - some other state*

All's whell when ends well.

[root]

TL;DR: YOU HAVE TO USE YOUR LANGUAGE, NOT ENGLISH.

Hi,

Not your language, you need the same what's stored in the database. Looks like you have them renamed.

- Roy

[estomagado]

TL;DR: YOU HAVE TO USE YOUR LANGUAGE, NOT ENGLISH.

Not your language, you need the same what's stored in the database. Looks like you have them renamed.

Yes, but I did not rename them, the installer did.
When you choose the language during installation, all states are translated.

I wonder if there is a way to have a multi-language installation.

[root]

Yes, but I did not rename them, the installer did.
When you choose the language during installation, all states are translated.

I really never heard or saw of this. What was the version you had installed?

- Roy

[estomagado]

Originally 6.0.18