Advanced Ticket States

Advanced Ticket States

Radiant System

  • €49.00


Use Cases | Key features | User's Manual | Package installation | ConfigurationSystem requirementsRoadmap


    Use Cases

    Quick setup of available states for each type of tickets. Buttons, actions and individual dialogs for each ticket state.


    Key features

    The RS4OTRS Advanced Ticket States module allows you to change the status of tickets by pressing one button.

    • Buttons in the ticket zoom for each status
    • States matrix for ticket types
    • Flexible dialogs configuration for each status
    • Color setting for buttons
    • New actions - previous queue, creator agent, previous agent, current date and time
    • Pending time setting
    • Import-export module settings


    User's Manual

    1. State change

    To change ticket state, click on the state button in the ticket menu. Available states are configured in the module settings section.

    For example, a ticket in the “Open” state, for this state there is a transition to the “Closed successfully” state (Figure 3.1).

    Figure 3.1. Sample ticket in “Open” state

    Depending on the system configuration after clicking on the “Closed successfully” button, a window with fields for filling will appear (Figure 3.2), or the ticket will be immediately transferred to the required state


    Package installation

    Please use the following URL to install the package utilizing the Admin Interface (please note that you need to be in the "admin" group).

    http://your-server/otrs/index.pl?Action=AdminPackageManager

    The steps for installing the package are described in the official OTRS instructions for the Administrator.


    Configuration

    The package can be configured in the Admin Interface

    After successful installation of the module in the “Admin” menu, in the “Miscellaneous” section, the item “Advanced request states” appears in which the module is configured (Figure 5.1).

    Figure 5.1. “Advanced request states” in the “Miscellaneous” section

     

    Before the type of tickets is selected (Figure 5.2), import and export actions are available in the section (section 5.5.1)

    Figure 5.2. Tickets type is not selected

     

    Figure 5.3. Tickets type is selected

     

    After the ticket type is selected (Figure 5.2), the following actions are available in the section (for the selected request type):

    • Copying (sec.5.5.2)
    • State Settings (sec. 5.5.3)
    • Transitions for States (sec. 5.5.4)
    • Actions for states (sec.5.5.5)

     

    5.5.1. Import, export

    To copy settings, the module provides options for exporting and importing all settings from one system to another (Figure 5.4)

    Figure 5.4. Settings import and export


    To copy all the settings available in the system, you must click the “Export” button, and the file with the settings in the “.txt” format will be downloaded from the system.

    This file contains data about all module settings and is suitable for importing them.

    To import settings into the current system, you need to click the “Import” button, select the file with the settings, and then click “Submit” (Figure 5.5). All settings from the file will be transferred to the system.

     

    Figure 5.5.Settings import

    5.5.2. Copying

    To copy settings between types, in the “Type” field select the type of tickets from which the settings should be copied (Figure 5.3).

    Next, in the drop-down list, select the type to which copying will be made (Figure 5.6) and click the “Process” button.

    Figure 5.6. Ticket types copying

    Types marked with “+” already have settings - they will be overwritten when copied.

     

    5.5.3. State settings

    This section contains a table in which state settings are made for the selected ticket type (Figure 5.7). Below is a description of the table fields. To apply the specified settings, click the “Save” button.

    Figure 5.7. State settings

     

    Fields group

    Fields group description

    Field

    Field description

    State

    Ticket state for which settings are made

     

    Buttons for ticketzooms

    Parameters for button in ticketzum

    Headline

    Button showing state name

     

    Description

    Tooltip displayed when you hover the cursor over a button

    Colour

    Button colour in ticketzoom

    Window

    Parameters for the window opened when clicking on the button in the ticketzoom

    Show

    Если параметр установлен, при нажатии кнопки в тикезуме отображается окно с заданными параметрами

    Queue

    If the parameter is set, when changing the ticket state it is possible to change the queue

    Owner

    If the parameter is set, when changing the ticket state it is possible to change the owner

    Ticket

    If the parameter is set, when changing the ticket state it is possible to change the ticket

    Accounted time

    If the parameter is set, when changing the ticket state it is possible to add accounted time

    Waiting time interval

    Waiting time parameters for the ticket

    Edited

    If the parameter is set,the waiting time editing is available.

    Value

    This parameter defines the time (in seconds) added to the current time if the waiting state is set (default: 86400 = 1 day). If the field is empty or equal to "0", the value from the setting is taken

    Ticket::Frontend::PendingDiffTime

     

    5.5.4. Transitions for States

    In the “Transitions for States” section, possible changes in the ticket state are set. All configured transitions are displayed in the table (Figure 5.8).

    Figure 5.8. Transitions for states

     

    The following actions are available in the section:

    • Deleting a state transition (delete icon in the “Delete” table column)
    • Editing transitions for states (edit icon in the “Edit” table column) - the composition of fields when editing is similar to the composition of fields when adding a transition for states
    • Adding transition for states (button “Add transition for state”), description is given in sec. 5.5.4.1.

     

    5.5.4.1. Adding transition for state

    To add a transition, click the “Add transition for state” button, this will open the form for adding a transition (Figure 5.9). The composition of the form fields is given in the table below (the * symbol indicates required fields). After all the settings are made, you must click the “Add” button.

    Figure 5.9. Adding transitions for state

     

    Field name

    Fields description

    *State

    Drop-down list in which you must select the initial state

    *Next state

    Drop-down list in which you need to select the state to which the transition will be made.

    Always for unlocked

    If the parameter is set, the state transition button will be visible to all agents with the appropriate rights (if the ticket is unlocked) or is visible only to the owner of the ticket (if the ticket is locked).

    Only for locked

    If the parameter is set, the button will be visible only to the owner of the ticket and only if the ticket is locked.

     

    5.5.5. Actions for states

    In the “Actions for states” section, you can configure actions that will be automatically executed when a ticket goes to a certain state. All configured actions are displayed in a table (Figure 5.10).

    Figure 5.10. Actions for states

    The following actions are available in the section:

    • The deletion of an action for states (delete icon in the “Delete” table column)
    • Adding an action for states (button “Add action for state”), description is given in section 5.5.5.1.

     

    5.5.5.1. Adding actions for states

    To add an action, click the “Add action for state” button, and the adding action form will be opened (Figure 5.11). The composition of the form fields is given in the table below (the * symbol indicates required fields). After all the settings are made, you must click the “Add” button.

    

    Figure 5.11. Adding actions for states

     

    Field name

    Field description

    *State

    Drop-down list in which you need to select the state for which the action will be made

    *Attribute

    Drop-down list in which you must select an action for the state. A description of all available actions is given in the table below.

     

    Attribute

    Attribute description

    To the previous agent

    After moving to the specified state, the ticket is returned to the previous owner.

    To the agent -decision-maker

    After the transition to the specified state, the ticket is returned to the agent who made the decision on the ticket.

    To the agent-creater

    After the transition to the specified state, the ticket is returned to the agent that created the ticket.

    Lock

    When you switch to the specified state, one of the selected lock options is set: lock, unlock, tmp-lock (temporary lock). The blocking parameter is set in the “Value” field that appears on the screen when the “Lock” attribute is selected.

    Dynamic field

    When you switch to the specified state, the dynamic field is filled. The name of the dynamic field is set in the “Name” field, which appears on the screen when you select the attribute “Dynamic field”.

    Queue

    When you switch to the specified state, the ticket goes to the specified queue. The name of the queue is set in the “Value” field that appears on the screen when the “Queue” attribute is selected.

    Previous queue

    The ticket will be moved to the previous queue.

     


    System requirements

    Minimal requirements to hardware for OTRS:

    • Processor 3 GHz Xeon or comparable
    • RAM 8 GB RAM
    • Disk space 256 GB


    Software requirements:

    • OTRS Community Edition 6.0
    • RS4OTRS_NotificationEventMod-6.2.1


      Roadmap