OTRS Process Management (transition action)Basic settings

[memo]

Dear Colleagues,

I have a question and want your kind assistance.

I am still beginner using OTRS admin, I want to make simple workflow to my company that working on IT Services.

The Scenario will be the operation manager will register the service through phone or email and pass it to the IT Manager and if approved pass it to the technical team and if not process ended and the technical guy will finish the task and the process complete.

The problem is that I still confused with the configuration of transition action, activites and so on, I make the chart with simple configurations but when i want to make a ticket nothing happened, I think i have something missing in the configurations.

would you please any one can help me urgently.

This is for your kind advice and feedback.

Thanks a lot.

[yuri0001]

Dear memo!

To realize the example from manual you must do all steps of it. I.e. create needed Dynamic Fields, configure all parameters from manual. If you beginner in OTRS you must read manual about OTRS basics, without this it will be difficult to understand Process Management in OTRS.
In your post there no question - only cry - HELP!
Try to understand OTRS basics, then you can write your question more specifically and correctly.

[memo]

Dear Sir,

First, Thanks for your kind reply.

Second, I am just asking if i am miss any configurations as I noticed that I must configure some files in the kernel, and i am not aware of developing.

I hope you can help.

Thanks

[yuri0001]

SysConfig is a section of administration menu as Process Management section. It's no need to edit something in Config.pm file for Process Management.
Sorry my bad English.

[memo]

So, why my workflow didn't work at all, how can I link all the workflow (Activities, activities dialogues, transitions and transitions actions) together to work successfully, I think I did it all successfully but every item alone.

This is for your kind advice.

[yuri0001]

Try the example in manual step by step.

[memo]

they are not clear in introducing and clarifying the transition action part, they just said do that with the below configuration without tell me where and how?!

[abhijeet]

friends i am having same issue.

[nedmaj]

I'm having the same problems. The documentation is far from clear about process management.

Just for a example, I need to know how asign a dynamicfield value to a owner field. I'm trying using the ticketownerset modulo without success.

I thing there is not many people using the otrs process management, yet. I wonder if OTRS support would fill this hole.

[RStraub]

If you do not use OTRS 4, you have to use hardcoded values. So you cannot assign the value of a dynamic field to the owner.

If you really need to do it without upgrading, you'd have to modify the transitionaction perl file.

[fess]

If you do not use OTRS 4, you have to use hardcoded values. So you cannot assign the value of a dynamic field to the owner.

I do use 4.0.6, but still can not use dynamic values as it was stated in the manual - <OTRS_TICKET_property> tags like <OTRS_TICKET_TicketNumber> <OTRS_TICKET_CustomerUser> and so on are just inserted as text

[RStraub]

Take a look at this commit:
https://github.com/OTRS/otrs/commit/709 ... aef0086df6

There they fixed the tag syntax. Can you try to use your tag like this:
<OTRS_Ticket_property> ?

If I read this correctly, it should be included in 4.0.7.

[fess]

Take a look at this commit:
https://github.com/OTRS/otrs/commit/709 ... aef0086df6

There they fixed the tag syntax. Can you try to use your tag like this:
<OTRS_Ticket_property> ?

If I read this correctly, it should be included in 4.0.7.

They did not ^_^
Tags in TA worked (obviously from 4.0.1, as it was stated) only if there was nothing but tag in the field, like "<OTRS_TICKET_Owner>", so "Here is <OTRS_TICKET_OwnerID> <OTRS_TICKET_Owner>" or something like that would not work.
However, i've fixed it myself ^_^. I've replaced this code in Kernel/System/ProcessManagement/TransitionAction/Base.pm:

Code: Select all

sub _ReplaceTicketAttributes {
    my ( $Self, %Param ) = @_;

    for my $Attribute ( sort keys %{ $Param{Config} } ) {

        # replace ticket attributes such as <OTRS_Ticket_Dynamic_Field_Name1> or
        # <OTRS_TICKET_Dynamic_Field_Name1>
        # <OTRS_Ticket_*> is deprecated and should be removed in further versions of OTRS
        if (
            $Param{Config}->{$Attribute}
            && $Param{Config}->{$Attribute} =~ m{\A<OTRS_(?:Ticket|TICKET)_([A-Za-z0-9_]+)>\z}msx
            )
        {
            my $TicketAttribute = $1;
            $Param{Config}->{$Attribute} = $Param{Ticket}->{$TicketAttribute} //= '';
        }
    }

    return 1;
}

with this:

Code: Select all

sub _ReplaceTicketAttributes {
    my ( $Self, %Param ) = @_;

    for my $Attribute ( sort keys %{ $Param{Config} } ) {

        # replace ticket attributes such as <OTRS_Ticket_Dynamic_Field_Name1> or
        # <OTRS_TICKET_Dynamic_Field_Name1>
        # <OTRS_Ticket_*> is deprecated and should be removed in further versions of OTRS
        while (
            $Param{Config}->{$Attribute}
            && $Param{Config}->{$Attribute} =~ m{<OTRS_(?:Ticket|TICKET)_([A-Za-z0-9_]+)>}msx
            )
        {
            my $TicketAttribute = $1;
            $Param{Config}->{$Attribute} =~ s/<OTRS_(?:Ticket|TICKET)_$1>/$Param{Ticket}->{$TicketAttribute}/msx; #//= '';
        }
    }

    return 1;
}

So i've created a bug report
http://bugs.otrs.org/show_bug.cgi?id=11226

[jojo]

can you please create a pull request via github for this fix?

[fess]

can you please create a pull request via github for this fix?

I suppose so.
I'm complete newb to the github, so could you check if everything is fine?
https://github.com/OTRS/otrs/pull/533