Generic Information

Parameter Helper

The parameter helper pre-fills transition actions for you, so you don’t have to.

This tool shows the required and optional parameters for every transition action right when the module is selected:

Mandatory keys have an asterisk “*” in the example field and require a value. For a detailed description of the modules read the perl API documentation for each transition action.

Tip

You can run the command on the command line. All modules are located at Kernel/System/ProcessManagement/TransitionAction

An example call would be: perldoc Kernel/System/ProcessManagement/TransitionAction/TicketTitleSet.pm

  NAME
  Kernel::System::ProcessManagement::TransitionAction::TicketTitleSet - A
  Module to set the title of a Ticket

  DESCRIPTION
  All TicketTitleSet functions.

  PUBLIC INTERFACE
  new()
  Don't use the constructor directly, use the ObjectManager instead:

  my $TicketTitleSetObject = $Kernel::OM->Get('Kernel::System::ProcessManagement::TransitionAction::TicketTitleSet');

  Run()
  Runs TransitionAction TicketTitleSet.

    my $Success = $TicketTitleSetActionObject->Run(
        UserID                   => 123,

        # Ticket contains the result of TicketGet including dynamic fields
        Ticket                   => \%Ticket,   # required
        ProcessEntityID          => 'P123',
        ActivityEntityID         => 'A123',
        TransitionEntityID       => 'T123',
        TransitionActionEntityID => 'TA123',

        # Config is the hash stored in a Process::TransitionAction's config key
        Config                   => {
            Title  => 'Some ticket title',
            UserID => 123,                      # optional, to override the UserID from the logged user

        }
    );

Returns:

    my $Success = 1; # 0

TERMS AND CONDITIONS
This software is part of the OTRS project (<https://otrs.org/>).

This software comes with ABSOLUTELY NO WARRANTY. For details, see the
enclosed file COPYING for license information (GPL). If you did not
receive this file, see <https://www.gnu.org/licenses/gpl-3.0.txt>.

Note

For most parameters, the and ID is acceptable. (“Owner” and “OwnerID”). Parameters are single-use. “Owner” and “OwnerID” are redundant and different values might lead to unexpected results.

This feature is customizable:

ProcessManagement::TransitionAction::DefaultParameters###001-Framework.

Modify defaults, remove unused items or add new defaults for transition action modules you’ve developed.

Tags

You can use the following place holder (tags) in the value field of transition actions:

• <OTRS_OWNER_*>

• <OTRS_CURRENT_*>

• <OTRS_RESPONSIBLE_*>

• <OTRS_CUSTOMER_DATA_*>

• <OTRS_AGENT_*>

• <OTRS_CUSTOMER_*>

• <OTRS_TICKET_*>

• <OTRS_FIRST_ARTICLE_*>

• <OTRS_LAST_ARTICLE_*>

• <OTRS_CONFIG_*>

Common Parameters

Additional check for transition actions

There is a new parameter available for every transition action. It selectively determines if the transition action applies or not.

ProcessManagementTransitionCheck

If this parameter exists (and contains a value), the transition action is performed.

Only if the dynamic field Example1 contains a value is the ticket state then set.

Note

Limitation

Not all attributes apply as some always exist. This module only checks if a value exists, not which value. Title, for example, cannot be used as a check as it always exists and has a value.

Some examples fields are:

• CustomerID

• CustomerUserID

• Service

• ServiceID

• SLA

• SLAID

• DynamicField_<*>

Executing transition action on other tickets

With the parameters ForeignTicketID or ForeignTicketNumber, it is possible to execute a transition action module on behalf of another ticket.

The example shows how the owner the ticket contained in the variable <OTRS_TICKET_DynamicField_MainTicketNumber> is set to root@localhost (UserID 1).

This functionality is available for almost every ticket-related transition action module.