Process Management

[dstover]

I am on OTRS 3.2.7 and have been trying to get the Process Management module to work. I have got everything created and a process flowchart in place but the events do not seem to triggering the next transition action. I am not sure if the Generic Agent has to run for this to work or if it is supposed to work automatically when configured as shown in the Admin Guide.

Any info would be appreciated. Let me know what documentation is needed and I will provide. Thanks...Dan.

[wurzel]

Hi

it works as described in admin book. generic agent is not needed for transition actions.

what is in the logs?

flo

[dstover]

Does Scheduler have to be running for this to work? I have been getting messages that Scheduler is not running. I then force start and the message goes away.

Here is information from /opt/otrs/var/log/otrs.log:

[Wed Jun 5 08:41:19 2013][Notice][/opt/otrs/bin/otrs.Scheduler.pl] Scheduler Daemon start! PID 14896
[Wed Jun 5 08:41:20 2013][Notice][/opt/otrs/bin/otrs.Scheduler.pl] Scheduler Daemon start! PID 14900
[Wed Jun 5 08:41:22 2013][Notice][main::_AutoRestart] Config.pm changed, unsafe to continue!
Scheduler is restarting...!

[Wed Jun 5 08:41:22 2013][Error][main::_AutoStop][591] Process could not be found in the process table!
Scheduler is stopping...!

[Wed Jun 5 08:41:23 2013][Notice][/opt/otrs/bin/otrs.Scheduler.pl] Scheduler Daemon start! PID 14904
[Wed Jun 5 08:41:23 2013][Error][main::_AutoRestart][572] Could not start-up new Scheduler instance.
[Wed Jun 5 08:43:05 2013][Error][Kernel::System::Type::TypeLookup][385] No TypeID for 9 found!
[Wed Jun 5 08:43:05 2013][Error][Kernel::System::Type::TypeLookup][385] No TypeID for 9 found!
[Wed Jun 5 08:43:05 2013][Error][Kernel::System::Type::TypeLookup][385] No TypeID for 9 found!
[Wed Jun 5 08:43:05 2013][Error][Kernel::System::Type::TypeLookup][385] No TypeID for 9 found!
[Wed Jun 5 08:43:05 2013][Error][Kernel::System::Type::TypeLookup][385] No TypeID for 9 found!
[Wed Jun 5 08:43:05 2013][Error][Kernel::System::Type::TypeLookup][385] No TypeID for 9 found!
[Wed Jun 5 08:43:05 2013][Error][Kernel::System::Type::TypeLookup][385] No TypeID for 9 found!
[Wed Jun 5 08:43:05 2013][Error][Kernel::System::Type::TypeLookup][385] No TypeID for 9 found!
[Wed Jun 5 08:43:05 2013][Error][Kernel::System::Type::TypeLookup][385] No TypeID for 9 found!
[Wed Jun 5 08:43:28 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2013060510000017/Item Change Req] created (TicketID=402,Queue=Raw,Priority=3 normal,State=new)

Please let me know if you need more information. Thanks for your assistance...Dan.

[pituca]

Hi dstover,

In order to get your process running as you expect and moving from one activity you need to verify this:

1. Verify the value of your transitions. The value should match the possible values of the dynamic field you use in the Activity Dialog.
2. Validate the name of the dynamic field in the transition. it should be in the format "DynamicField_Name" and use the type String.
3. If using dropdown kind of dynamic field, use the same name for the key and the value.

If this is ok, you should be fine.

Good luck!

[dstover]

Thanks for all your help. I was able to get this to work. Have a nice day...Dan.