How to Create a workflow for tickets?

[agnesfernandes]

I have a business problem wherein customer asks for replacement of goods under warranty.
The customer sends an email to warrantyclaims@mydomain.dom. These emails are assigned to a helpdesk agent, now.

Q1. Is it possible to assign this ticket to a group so that all HelpDesk agents can get a notification of this ticket? The one who picks it up for resolution will automatically lock it - so that only one person is attending it. How to assign tickets from a queue to a group?

Helpdesk action

After the helpdesk agent opens the ticket he can only change status to Valid Claim or Invalid Claim. If the status is changed to Invalid claim then the ticket is closed and an email is sent back to the customer. When Helpdesk changes STATUS To "Valid Claim" ticket should get assigned to a Technical Group

TechDesk Actions
An Agent of the team Technical Group will ensures that the fault has been caused by a manufacturing defect. If the claim is invalid [ticket status =Not Manufacturing Defect" - then ticket is closed and email sent back to customer. If ticket Status is changed to "Due to Manufacturing Defect" then it gets assigned to Accounts Team and one member of the Accounts team will pick it up.

Accounts Team Actions
When Accounts team get the ticket it will raise appropriate credit notes and change Status to "Credit Note raised". The ticket should now get assigned to Helpdesk Agents.

Helpdesk Team Actions
When Helpdesk team get the ticket it will close the ticket and email should be sent to customer.

Can an expert guide me on how this can be done, please?
Thanks
Agnes

[luisjf]

check this post:

http://blog.otrs.org/2010/08/17/state-m ... s-via-acl/

[agnesfernandes]

Thanks for the link. After reading through the documentation I have done the following.
Edited OTRS\OTRS\Kernel\Config.pm [trying this on a Windows installation]
~~~~~~~~~~~~~~~~~~~~~~begin of Config.pm ACL Section ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
$Self->{Debug} = 9;
# Begin ACL rules here-------------------------------- #
# Start by default - forbid everything
$Self->{TicketAcl}->{'ACL-Name-1'} = {
Properties => {
Ticket => {
Queue => ['WarrantyClaims'],
},
},
Possible => {
Ticket => { State => [ ], },
},
};
# end of by default - forbid everything

# For HelpDesk Person open -> Valid States = GenuineClaim, RejectedClaim
$Self->{TicketAcl}->{'ACL-Name-2'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
Queue => ['WarrantyClaims'],
}
},
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
State => [ 'GenuineClaim', 'RejectedClaim', ],
},
},
# - Start of WarrantyTech Process

# For Technical Person Allowed states= 'NotManufacturingDefect', 'ManufacturingDefect', if state = GenuineClaim
$Self->{TicketAcl}->{'ACL-Name-3'} = {
# match properties
Properties => {
# current ticket match properties
Ticket => {
Queue => ['WarrantyClaims'],
State => [ 'GenuineClaim'],
}
},
# return possible options (white list)
Possible => {
# possible ticket options (white list)
Ticket => {
State => [ 'NotManufacturingDefect', 'ManufacturingDefect', ],
},
},
};
# - End of Tech Process
~~~~~~~~~~~~~~~~~~~~~~end of Config.pm ACL Section ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Results:
1. When WarrantyAgent logs on the 2 states are 'GenuineClaim', 'RejectedClaim' - this is working as desired.
2. When WarrantyAgent changes state to GenuineClaim - then state changes to Genuine Claim.
3. WarrantyAgent then unlocks the ticket and WarrantyTech logs in - but the state options do not change to NotManufacturingDefect', 'ManufacturingDefect',

Q. What is wrong in the rules?

Q. Is any other .pm file required to be modified?

Q. Can I automatically unlock the ticket after state change is done?

Q. I am not getting anything in var/log/otrs.log - Why?

Thanks for your help.