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[((OTRS)) Community Edition] Process Management
Process management is a good way of reflecting and executing recurring activities in a structured manner. Process management can be used for smaller operations, such as for creating a new user, or for larger and more extensive work, such as system modifications or changes. It is thus a very flexible tool that helps users handle all kinds of tasks. Dynamic fields let you attach additional metadata to a ticket.
In ((OTRS)) Community Edition a process can be triggered in various ways. Either by creating a new ticket or from within an existing ticket. The complete configuration and administration is handled in the ((OTRS)) Community Edition interface in the Admin area below "Process Management".
To illustrate this, some screenshots from a simple "New Employee" process are shown below:
Figure 1: Configured, ready-to-use "New User" process
Once configured, a new process ticket can be created in the menu. A form is displayed for selecting the desired process.
Figure 2: Create new process ticket
Figure 3: Selecting the process
The configured fields appear in the form that pops up. They can be prefilled with defaults. Mandatory input is also possible. Dynamic fields let you define follow-up actions. For example, subtickets are created here for each activated option; they could be processed in different queues, for example.
Figure 4: Form for creating a process ticket
Then an overview of the process ticket created here is shown. The ticket is currently in the approval phase and must first be released by superordinate authority.
Figure 5: Overview of process ticket
The superordinate instance now checks this ticket, and can make changes if needed. In this case, the "New hardware" checkbox was removed.
Figure 6: Releasing a process ticket
Figure 7: Process ticket overview after release
Once released, the process of creating the subtickets is triggered. On the overview page, these subtickets are shown with their states below the article
After processing the subtickets, the process can be completed. In our example, this is done manually. It is also possible to configure the process so that it is closed as soon as all associated subtickets are closed.
Additional placeholders for the path to plugins ($USERXXX$) can be integrated very easily in SNAG-View. The following steps are necessary for this:
A new <item> entry must be created in the "resource_cfg.xml".
Note: Be careful not to change or delete existing <item> entries.
Example:
We currently ship two predefined macros: "$USER1$ and $USER2$". After the change, the macro $USER3$ is available for the path /var/lib/nagios/libexec-customer2.
The script "/usr/bin/createNagiosCfg.sh" is then executed, so that the configuration is saved and saved in the resource.cfg.
With the help of the postmaster filters incoming e-mails can be processed specifically in ((OTRS)) Community Edition. One use case is ignoring automatic replies or absence notes.
In the following example configuration, the content of an automatic reply is not processed and discarded as an article.
The configuration of the postmaster filters can be found in the e-mail settings in the admin area. A new filter can be created via "Add filter".
