[itsm] OTRS Tags in Transition Actions for Process Management

Alvaro Cordero alvaro at gridshield.net
Tue Apr 2 23:16:07 GMT 2013


Hello Carlos,

Thanks for the answer.

We did some additional tests using this as input and we seem to be in our
way.

Thank you very much.

Regards



2013/4/2 Carlos Rodríguez <carlos.rodriguez at otrs.com>

> Hi Alvaro,
>
> Provably I didn't understand correctly why you need the OTRS smart tags
> there, normally for every Transition Action you get the complete %Ticket
> Hash (for sure it includes the TicketID) so from my point of view the tags
> are not even needed.
>
> Please let me know if I get it wrong.
>
>  ((enjoy))
>
> Carlos Rodríguez
>
>
>
>
> On Apr 2, 2013, at 3:06 PM, Alvaro Cordero <alvaro at gridshield.net> wrote:
>
> Hello Guys, I am working on the creation of a module for a new transition
> action for Process Management and I was wondering if it is possible to use
> OTRS Tags as a parameter for a transition action for example
> <OTRS_TICKET_TicketID>.
>
> Basically what I am trying to do is to split a Process Ticket into a
> subproecess so it gets linked as a normal ticket split does.
>
> I am using otrs 3.2.3 on CentOS 6 with ITSM.
>
> Best Regards
>
> --
> ___________________________
> Alvaro Cordero Retana
> Consultor de Tecnologias
> Gridshield Monitoreo de Redes e
> Infraestructura.
> 2258-5757 ext 123
> alvaro at gridshield.net
> www.gridshield.net
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-- 
___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
2258-5757 ext 123
alvaro at gridshield.net
www.gridshield.net
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