Process Management WorkfLow Condition

[nickyls]

Hi All!

I am using OTRS 3.3. In Process management I am facing problem while defining conditions.
If you see the image what i want means if Dynamic Field value "New" or "Renew" at that moment it automatically move to "Manager Queue".I tried with single dynamic value "New",it works for me but defining or condition i am not able to move ticket automatically to "Manager Queue".

Can you please guide me in defining conditions?

Also i just want to ask in these Field Name,can we define Ticket properties like State,Priority..etc?

[crythias]

Your linking between conditions (top) is "and", so the picture indicates:
Condition 1: new
AND
Condition 2: renew




Option 1: change Type of Linking between Conditions: or

Option 2: add DynamicField (again, with Renew) to (+) under Fields in Condition 1 and keep Condition 1: Type of Linking: or.

[nickyls]

Thanks Alot crythias for quick reply.

i did what you have suggested me, but when i submit the condition and again i opened the Transition i found the "Renew" Dynamic field is not their in that Transition...that means its Considering only one value either "New" or "Renew"....Not considering both..
Here I am considering one Field name "DynamaicField_bookstatus" which has 2 values "New" and "Renew". Can't we consider both values?

[crythias]

i did what you have suggested me, but when i submit the condition and again i opened the Transition i found the "Renew" Dynamic field is not their in that Transition...that means its Considering only one value either "New" or "Renew"....Not considering both..
Here I am considering one Field name "DynamaicField_bookstatus" which has 2 values "New" and "Renew". Can't we consider both values?

yes. use the field in another condition.

[nickyls]

Hello crythias ,

I tried with adding new Conditions, But its not affecting. Means i am not getting desired result.

Like for example For the "DynamaicField_bookstatus" field name, if the value "New" or "Renew" it supposed to move ticket to "Manager" queue.

If i add two conditions neither one of the solutions is not working.Its not moving to "Manager" Queue.

Thanks in Advance.

[crythias]

screenshot?

[nickyls]

Hi!
Case I
I attached 2 screenshot. In screenshot(Process_Management_Condition1.png) i could able to move Process to "Manager" Queue. But In screenshot(Process_Management_Condition2.png) its not happening.

Case II
Between i found strange thing. I have also attached screenshots.
I created one process. If you see in screenshots(Process_Management_customer.png and Process_Management_agent.png) the ticket is moved to "Receptionist"
Queue... but if you see scrrenshot (Process_Management_log.png) you will see that the ticket is assign to "Raw" queue...I am just wondering out how could log say that
ticket is in "Raw" queue. I checked it in database also . In database also its showing "Receptionist" queue. but logs are saying wrong queue...... any hint?

[nickyls]

Please Find following Screenshot forCase II error.