Re: [otrs] OTRS process management for public interface
Hi Christoph, What did you have in mind? How would you provide the process to initiate? What would prevent a spammer from automating hammering the process-initiation? Would you have an embedded dummy-initiator? On Wed, Jul 30, 2014 at 10:57 AM, Ohliger, Christoph christoph.ohli...@fh-rosenheim.de wrote: Hi, does anyone knows a way to provide OTRS processes within the public interface ? We want to integrate some processes without any authentication … regards Christoph - 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 - 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
[otrs] OTRS process management for public interface
Hi, does anyone knows a way to provide OTRS processes within the public interface ? We want to integrate some processes without any authentication ... regards Christoph - 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
[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
Re: [otrs] Process Management - Unconditionally jump when a transition link is pressed
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-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Gergely Polonkai Gesendet: Freitag, 28. März 2014 08:14 An: otrs@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
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.ohli...@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-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Im Auftrag von *Gergely Polonkai *Gesendet:* Freitag, 28. März 2014 08:14 *An:* otrs@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 - 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
Re: [otrs] Process Management - Unconditionally jump when a transition link is pressed
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-boun...@otrs.org [mailto:otrs-boun...@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 doesnt 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.ohli...@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 didnt 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 didnt work ! regards Christoph Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Gergely Polonkai Gesendet: Freitag, 28. März 2014 08:14 An: otrs@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 smime.p7s Description: S/MIME cryptographic signature - 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
[otrs] process management
I had created the process as per given in example. However, how will that be used ? Like we have 2 queues, Employees, Manager. What will appear in customer.pl ? And how this process will work ? --- Warm Regards Darshak 09909008245 ext: 435 or 1210 - 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
[otrs] process management
Hello all, I'm new here and need your help.. I've created a new process in the 'Process Management' with many flows and it's working fine. I have a question.. How can I give permissions/configure this process to the 'Customer Interface'? OR How can I give permissions to users from ldap to access this menu option in the 'Agent Interface'? Thank you very much. Lynd - 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
