Understanding process tickets

[Leschard]

Hi,
currently I'm trying to understand the process management feature of OTRS. While it's a good thing, that the admin manual contains an extensive example, I think that the explanations are a bit insufficient for understanding.

The manual says, that the 'Ticket::Responsible'-Feature needs to be set to "Yes". Is this a general requirement for using process tickets, or just a case for this specific example?
All the dialogs and transitions in the example get a 2-3 letter long ID (like AD1) however there is no entry field in the respective forms, to tell OTRS, which ID belongs to which dialog. How does this work?

How does the system record, at which step of the process workflow the ticket currently is? Is this what the "Status" field in the example is for? If not: What purpose does the field have? If it is: Why is the field even visible?

Is it possible to make the transition from one state to another one dependent on a customer/agent action? Like: It's only possible to change into another state while writing an email to a customer. And only when he answers, the state can be changed to the next one.

[RStraub]

Hey,

the example in the manual is outdated. With the last version they switched from incremental (AD1, AD2...) to unique names (e.g. ActivityDialog-ef7ab95e055c12c2105b58b161de5556). You can "get" those names if you edit the activity-dialog and look into the URL.

You cannot transition a ticket while doing an action. Transitions are checked on evey ticket-updated, and if a filter matches, the ticket proceeds to the next step.

I would suggest - because it made it alot easier for us - to create a dynamic field named "$Process_Status" which you never show to agents or customers. On each activity dialog, set the status as a hidden field with a default value and filter transitions on that dynamic field.

To see in which step you are, "zoom" / open a ticket. On the right it should list "Process" and "Activity".

If you want to manually change those values, you have to activate the fields "ProcessManagementActivityID" and "ProcessManagementProcessID" in an action. E.g. ViewFreeText.

[Leschard]

the example in the manual is outdated. With the last version they switched from incremental (AD1, AD2...) to unique names (e.g. ActivityDialog-ef7ab95e055c12c2105b58b161de5556). You can "get" those names if you edit the activity-dialog and look into the URL.

Oh, great. Shouldn't the documentation be updated then? Or at least (if nobody has the time to rewrite it) the respective chapter could be wiped for the time beeing.

BTW, can I influence the title of a new process ticket? It looks like currently it's composed out of a new ticket number, the name of the process and the exact time.

[wurzel]

Hi,

the documentation is open source. Feel free to update it.

Florian

[RStraub]

BTW, can I influence the title of a new process ticket? It looks like currently it's composed out of a new ticket number, the name of the process and the exact time.

Three ways I can think of:
- Add the "TitleSet" to a transition to set the title
- Let users edit it manually
- Use a custom module to do set the title