[SOLVED] Automatically Moving Ticket to a Queue

[saggezzaotrs]

I want to move a ticket based on the values of dynamic fields. Below is the explanation:

I will be setting Ticket -> Frontend::Customer::Ticket::ViewNew -> Ticket::Frontend::CustomerTicketMessage###Queue to No and Ticket -> Frontend::Customer::Ticket::ViewNew -> Ticket::Frontend::CustomerTicketMessage###QueueDefault to Postmaster.

This is what I am observing. New Ticket page is not showing To: field and filed tickets are found under Postmaster queue. This is expected.

This is what I want to do:

I have 2 dynamic fields one is Component another is Problem. Component has 2 values Hardware and Software. Depending on Component value Problem field is being populated either to Network, Desktop, Laptop for Hardware or License, Installation for Software. I was able to link Component: and Problem: fields using ACL and it is working fine.

I have defined following queues:

1. HardwareNetwork - For tickets filed for Hardware > Network related issues
2. HardwareDesktop - For tickets filed for Hardware > Desktop related issues
3. HardwareLaptop - For tickets filed for Hardware > Laptop related issues
4. SoftwareLicense - For tickets filed for Software > License related issues
5. SoftwareInstallation - For tickets filed for Software > Install related issues

User cannot pick any queue since it is not visible to him/her. I want to push ticket to respective queues after checking values in Component: and Problem: fields.

Is it possible to do this with OTRS ? Please suggest.

OTRS Version: 3.3.1
OS: Cent OS 6

[saggezzaotrs]

Figured it out. Solved using Generic Agent > Event based execution > Add Event Trigger > TicketCreate.

Is there any other way to do it ?

[crythias]

yes. You could allow the queue to be directly selected. It doesn't make any difference if they select a dynamic field or they select a Queue/Service combo.

[saggezzaotrs]

Do you think my approach hits performance ?

[crythias]

Do you think my approach hits performance ?

Probably not. But (this is just my opinion) it's backward... select the queue, then you can ACL what options are available.

[saggezzaotrs]

One question on ACL. When does configured ACLs get executed ?

[crythias]

ACL gets executed on change of fields.

[saggezzaotrs]

Thanks crythias. I went ahead with allowing user to directly select the queue. Now a new issue.

As noted above, I have 2 dynamic fields - Component and Problem. I will be loading Problem field based on the value selected in Component field.

Here are the values:

Component - Hardware
Problem - Network, Desktop, Laptop

and

Component - Software
Problem - License, Installation

I have following queues to place the tickets

1. HardwareNetwork - For tickets filed for Hardware > Network related issues
2. HardwareDesktop - For tickets filed for Hardware > Desktop related issues
3. HardwareLaptop - For tickets filed for Hardware > Laptop related issues
4. SoftwareLicense - For tickets filed for Software > License related issues
5. SoftwareInstallation - For tickets filed for Software > Install related issues

Have added ACLs to load only required queues based on the value of the Component and Problem field.

For instance: Queues - HardwareNetwork, HardwareDesktop and HardwareLaptop will be loaded in To: field if user selects Hardware component and SoftwareLicense, SoftwareInstallation will be loaded if user selects Software component.

Queues are properly getting loaded if user first selects Component and then Problem. As I observed, upon selecting Tickets > New Ticket all the queues are getting loaded in the To: field.

Is there anyway I can disable To: field and enable only after Component and Problem fields are selected ? Or load no items in To: field and load only upon selecting Component and Problem fields ?

Please suggest.

[crythias]

you're still looking at this from a bottom-up perspective. People look at the fields in the order presented.
Pick any queue... HardwareNetwork (by the way, this could be Hardware with a subqueue of Network: Hardware::Network)
Pick a component. But wait, that's already determined by the queue. no need to tell me, *again*, this is a hardware issue.
Since I've chosen Hardware, I can show values related to Hardware

Code: Select all

$Self->{TicketAcl}->{'ACL-HardwareNetwork'} = 
{
                     # match properties
   Properties => {

        Queue => { Name => ['HardwareNetwork'], },
   },

   Possible => {
        Ticket => { DynamicField_Problem => ['Internet', 'local network', 'VPN'], #must always be the untranslated internal data keys, not the values shown to the customer
                  },
   },
};

and

Code: Select all

$Self->{TicketAcl}->{'ACL-BlankProblem'} =
{
Properties => { Queue => { Name => ['-',''], }, },
Possible => { Ticket => { DynamicField_Problem => [''], }, },
};

Not tested. May have spelling issues, incomplete brackets, etc. Read up on docs

[saggezzaotrs]

Thanks cythias. It helped a lot.