Spawn Slave (or Subtickets) via Workflow

[RStraub]

Hello Forum,

I was trying for a while now to replicate this workflow in OTRS:
Create a new ticket (let us say there are only two types: Task and Workorder) -> in case the type is = task then follow normal flow (this works!).

My problem is, that I want to be able to add tickets of type Task to a ticket of type workorder. In the transition actions I can only see the Action Module TicketArticleCreate. Can I somehow add a "TicketCreate" there?

Or can I somehow workaround this issue using something similar to the PostMaster Filter "ProcessManagementActivitiyID / ProcessID" ?

Bonus: How would I set that father-child (or master-slave) relation via a transition action?

Best Regards,
Rolf Straub

[jojo]

this requires development for such an transition action

[RStraub]

Oh, bummer. I don't feel confident enough to do this.

Thanks alot for the quick reply though!

[jojo]

we would be happy to assist you

[RStraub]

Cheers,

I think we'll move away from ticket spawning in a workflow and rather use the "default" ticket with the dynamic fields (ProcessManagementProcessID and ActivityID) to "jump" right into the workflow.

Those are filled by default with the activity they should jump to (e.g. P4 and A1).

Could you kindly assist on how to hide them from the ticket-mask? (So I want to pass these fields without an agent to see them - like the "do not show" option on ProcessManagement Dialogues).

Should I open a new thread for this follow up, which has little to do with the original topic?

Best regards,
Rolf Straub

[Atavius]

this requires development for such an transition action

could you please elaborate a bit on how to do it? We need exactly this functionality and I can code a bit.

[jojo]

please don't reopen old threads.

OTRS4 can create new tickets via TransitionAction

[Atavius]

Sorry for reopen.

Ok so OTRS4 supports it out of the box, is there any way I can get it to work for otrs 3.3.7 by coping files/adding lines? Or is it built in the core of new version?

[jojo]

backport is not possible with just coping some files