[otrs] Process Management - Unconditionally jump when a transition link is pressed

Ohliger, Christoph Christoph.Ohliger at fh-rosenheim.de
Fri Mar 28 08:37:55 GMT 2014


What is with the 2 other transitions, have you tried to disable them maybe
double succeed ? You are going to create new tickets after process change,
my experience is that any process change does not evaluate existing tickets
? Just to be sure you have synchronized the process change 


 

Von: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] Im Auftrag von
Gergely Polonkai
Gesendet: Freitag, 28. März 2014 09:18
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Process Management - Unconditionally jump when a
transition link is pressed

 

Hello,

 

The ticket view shows that Process is “Incident from 2nd line”, and Activity
is “Validity of incident” (the naming may be a bit misleading). Under
“Process information” I can see 3 links for the possible transitions, one of
them is named “Invalid”, which have the condition “DynamicField_processtest
– String – Invalid”. That path contains only one transition action, “Set
queue”, which has the Config parameter “Queue – NOC::1st Line”. The
“processtest” dynamic field has the value “Invalid”. I think we should call
this a simple process.

 

History doesn’t show anything changed, it looks like if I never pressed the
“Invalid” link in the Process Information box.

 

Best,

Gergely

 

On 28 March 2014 08:25, Ohliger, Christoph
<Christoph.Ohliger at fh-rosenheim.de> wrote:

Gergely,

 

have you checked the history of that ticket, if there is anything changed
within the process ? If you have the condition already set (normally you
should set it within activity dialog) the ticket should be moved to the
transition. If that didn’t work there is something wrong within activity.
Keep your process as simple as possible, I have some bad experience with
regex and complex conditions, especially when using more AND/OR conditions
in transition it didn’t work !

 

regards

Christoph

 

Von: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] Im Auftrag von
Gergely Polonkai
Gesendet: Freitag, 28. März 2014 08:14
An: otrs at otrs.org
Betreff: [otrs] Process Management - Unconditionally jump when a transition
link is pressed

 

Hello,

We are currently trying to implement processes using the new (for us, at
least) Process Management feature. We have created the first steps, now we
want to do some transitions. The links in the ticket view show up as
ekpected, but whenever I click it, nothing seem to happen.

As transitions need a condition, we have added a Dynamic Field to the ticket
with a static value (which is set correctly), and in the condition we check
if DynamicField_processtest is set to that value (String testvalue). The
next activity would putwthe ticket into a new queue, but that never happens.
Could someone tell where we go wrong?

Thanks in advance!

Best,
Gergely


---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20140328/efd0346f/attachment-0001.html>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 5588 bytes
Desc: not available
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20140328/efd0346f/attachment-0001.bin>


More information about the otrs mailing list