Features (AddOns)

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InBox CustomTicketNumber

Versão 6.2.2

Data de Criação 04/11/2019

Resources

This module generates a custom TicketNumber.

Prerequisites

Framework

The following Znuny framework versions are supported:

  • [6.x.x]

Modules

The following modules are required:

  • InBox Core 6.21.7 or superior
  • InBox DynamicFieldFileSystem 6.2.5 or superior

Operating System

The following operating systems are required:

  • [Nenhum]

Software Third Parties

The following third parties software is required:

  • [Nenhum]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ CustomTicketNumber-6.2.2.opm

Configuration

CustomTicketNumber:Core::StringNumberByProcess

Configuration allows custom TicketNumber creation according to the ticket process. Set the ProcessEntityID in the key and in the value set as the key the text that will be concatenated to the ticket, and in the value the definition of the initial number that it will count, as in the image below:

Image-1

CustomTicketNumber:Core::StringNumberByType

Configuration allows custom TicketNumber creation according to the ticket type. Set the Type in the key and in the value set as the key the text that will be concatenated to the ticket, and in the value the definition of the initial number that it will count, as in the image below:

Image-1

Note: If the word "Default" is used instead of an Initial Number, the generated number will be the system default.

CustomTicketNumber:Core::ServicePreferences

If the parameters used are assigned in the service, for tickets opened through the user portal, it will be necessary to activate this configuration and inform the field ID in the value of its respective key.

The following parameters are currently mapped:

  • TicketType

Image-1

Image-1

Usability

Configuration and execution

The module must be configured and will run on ticket creation. Thus, when creating a ticket, the count defined in the configuration will follow, for process or type, with the text and the ticket number, as shown in the example.

Image-2 Image-2

TransitionActions

To open child tickets, use the ProcessTicketCreate transition