27. July 2020 at 4:04 - Views: 454 #8479alexandresParticipant
I can’t enable process ticket on customer interface. Someone can help?
27. July 2020 at 12:14 #8500Stefan RotherKeymaster
thanks for your request.
My team and I have never used the Process Ticket View in the OTRS customer area, because I always found the implementation rather suboptimal. Because for a customer it shouldn’t really make a difference if he opens a process ticket or a normal ticket. And there should also not be different views.
So my recommendation would be, configure everything you need within the existing dialogs and then set the process and the activity for the tickets from which a process is to be triggered immediately via a Generic Agent Job.
Would this procedure be ok for you?
Best wishes from Germany,
14. August 2020 at 18:29 #8684alexandresParticipant
Thanks for the feedback. I can do this. This make more sense.
10. September 2020 at 13:44 #8742
I recreated the example of creating a process with buying books from the manual.
Now I want customrs to be able to order books through a process.
Can you tell me how to do it
10. September 2020 at 14:50 #8743
or please tell me how to convert a ticket into a process_ticket using via a Generic Agent
10. September 2020 at 15:58 #8744
I will answer myself, maybe it will be useful for someone:
In Generic Agent Job Management -> Add Job -> Update/Add Ticket Attributes -> Add dynamic field
Select ProcessManagementActivityID and ProcessManagementProcessID and type value like A1, P1
10. September 2020 at 16:08 #8745
The process ID looks like Process-d574c631c69379c7811cad54f2599b4a
Activity ID is similar to Activity-cf58e7ddac8b3532313a556b831bc7c3
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