I'm having the following weird behaviour in my system.
I have upgraded fro 3.0.x to 3.1.11. I'm familiar with the new DynamicFields and I understand that previous TicketFreeText Fields have been remapped to Dynamic Fields.
Impact used to be TicketFreeText14, which now exists as a DynamicField of type Dropdown, with no values. However, when I place it on a screen using Sysconfig, I get normal Dropdown with all values, as per ITSM:Core:Impact.
My question is, how can I set Impact to tickets using Generic Agent? I have tried manually putting in the values to the DynamicField, however, when running a job, I end up with a ticket with Impact: ","18.
Any ideas?
SOLUTION
Finally, after many hours of fiddling, I figured it out. Here's the breakdown:
1. Impact settings are defined in AdminGeneralCatalog in ITSM:Core:Impact (each one has an ID, visible on hover of if clicked on the address bar.
2. In Dynamic Fields, TicketFreeText14 is migrated for Impact, but has no values. Go there and add values as per below schema:
Key: ImpactID Value: Human Friendly Impact Name, so for example if I create a custom impact of "Incredibly HIgh" with ID 150, I would add a new value in my DynamiField with Key: 150 and Value: Incredibly High.
This just works!
[SOLVED] Setting Impact using Generic Agent in 3.1.x
Moderator: crythias
-
- Znuny newbie
- Posts: 13
- Joined: 17 Aug 2012, 11:15
- Znuny Version: 3.1.11
[SOLVED] Setting Impact using Generic Agent in 3.1.x
OTRS 3.1.11 on MySQL running on Ubuntu 12.04 x64