Features (AddOns)

Service Up

InBox PublicProcessForm

Version 6.0.2

Creation date 16/03/2022

Resources

Public form module for opening a ticket via process.

Prerequisites

Framework

The following versions of Znuny Framework are supported:

  • [6.0.x]

Modules

The following modules are required:

  • InBox Core 6.31.8 or superior

Operating System

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]

Browsers

The following browsers is required:

  • [Chrome]

  • [Mozilla]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ PublicProcessForm-6.0.2.opm

Configuration

Some fields will not be necessary for opening the ticket, however it is necessary to define default values ​​for them.

Go to System Configuration->PublicProcessForm::Core::DefaultLock

Sets the default lock.

enter image description here

Go to System Configuration->PublicProcessForm::Core::DefaultPriority

Sets the default priority.

enter image description here

Go to System Configuration->PublicProcessForm::Core::DefaultQueue

Sets the default queue.

enter image description here

Go to System Configuration->PublicProcessForm::Core::DefaultState

Sets the default state.

enter image description here

Go to System Configuration->PublicProcessForm::Core::Logo

Sets the logo.

enter image description here

Go to System Configuration->PublicProcessForm::Core::TokenPublicForm

Sets the token, ProcessEntityID and ActivityDialogEntityID. The token will be used in the URL to access the form.

Example of what the URL will look like: http://127.0.0.1:8080/otrs/public.pl?Action=PublicProcessForm;Token=1234

It will be possible to get the ProcessEntityID and ActivityDialogEntityID after creating the process.

enter image description here

Go to System Configuration->PublicProcessForm::Core::UserLoginDefault

Set the attendant user login that will be used to create the ticket.

enter image description here

Go to System Configuration->PublicProcessForm::Core::MessagePublicForm

Defines the success and error message.

enter image description here

Go to System Configuration->PublicProcessForm::Core::DynamicFieldCustomerDefault

Define the name of the dynamic field that will receive the value from the requester of the ticket.

enter image description here

Use

Creating a custom dynamic field

To create a dynamic field go to Admin->Dynamic Fields -> Actions -> Ticket (Text)

enter image description here

Fill in the required fields.

enter image description here

Creating a new process

To create a new process go to Admin->Process Management -> Create New Process

enter image description here

Fill in the fields and click Save.

enter image description here

Open the process.

enter image description here

Click on Activities and Create New Activity.

enter image description here

Define a name for the activity and click Create New Activity Dialog.

enter image description here

Define a name for the Activity Dialog and select the desired fields.

Note: It is necessary to place the Article field in the process so that the ticket has a title and a body.

enter image description here

Fill in the Description (long) field if you want to change the description that will be displayed on the screen.

Note: this setting only works on standard OTRS fields.

enter image description here

Drag the desired activity.

enter image description here

Drag the activity dialogs into the activity.

enter image description here

Return to the Process Management screen and click print.

enter image description here

On this screen it will be possible to get the ProcessEntityID and ActivityDialogEntityID to configure in PublicProcessForm::Core::TokenPublicForm.

enter image description here

Note

It is also possible to configure ACL as below.

enter image description here