Date of Creation 04/30/2019
This module provides the option to schedule the creation of tickets.
The following versions of the OTRS framework are supported:
The following modules are required:
- InBox Core 6.21.7 or higher
The following operating systems are required:
Third Party Software
The following third party software is required:
bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ TicketCron-6.3.13.opm
Configuring UTC Time Zone
Access the link: http://localhost/otrs/index.pl?Actio=AdminSystemConfigurationGroup;RootNavigation=InBox::TicketCron::Core
Or access by the way: InBox > TicketCron > Core
Configuring UTC OTRSTimeZone
In system configuration, search for OTRSTimeZone:
Note: The two settings above must be in the same time zone.
Configuring Dynamic Fields
Access the link: http://localhost/otrs/index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=InBox::TicketCron::DynamicField
Or access by the way: InBox > TicketCron > DynamicField
NOTE: Only possible for native fields of type: text, drop-down, date and date / time. You can configure dynamic fields by their name. Set 1-enabled or 0-disabled.
Configuring CustomerID Field
In system configuration, serach for TicketCron::Core::EnableCustomerID:
for the CustomerID field appear, this setting must be enabled, otherwise by default the field will not appear.
NOTE: The default of the configuration is 0 (disabled)
To invalidate services, go to "Administration > System Configuration" and search for: "TicketCron::ServicesBlackList", enter the IDs of the unwanted services and save.
Accessing Ticket Cron
You can set up a ticket schedule using the TicketCron option, in the 'Users, Groups & Functions' block, in the OTRS administration.
Access the link: http://localhost/otrs/index.pl?Action=Admin
Knowing the Ticket Cron Panel
Through this panel you can view the already created scheduled tickets, add a new creation task, execute a task or delete an existing one.
Performing a task
In the task list, click (‘Create ticket’), the system will process the creation of the new ticket. Wait for the success message to display.
Last run info
Note that when displaying (‘Last run‘) the system informs the acronyms (M) or (AT). These acronyms represent that the last execution of the task in question was performed manually (M), or by scheduling (AT).
Creating a new task
Clicking on (‘Add Task‘) will make the following settings available:
Task name and validity
The example in the image will run every Monday at 2:30 pm every month
Configure the periodicity of the task execution, based on: minutes, hours, days, days of the week and months.
Ticket attributes are the common ticket opening settings. Remembering that the field 'Body' has a limit of 250 characters.