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Processes & Automation

Working effectively with tickets requires more than just the possibility to manually change their state, add information, communicate with other persons and finally close the tickets.

Automation frees agents from reoccurring and time-consuming tasks and allows them to focus on activities, where their interaction is required.

Process management guides customer users and agents through ticket creation to closure ensuring that tickets take defined workflows at any time.

OTRS offers many options to automate tasks based on events, time, external systems and defined processes. OTRS also includes the possibility to add individual information types to tickets and help agents to lower their error rate when working with tickets by allowing only defined activities for tickets in specific states.

Contents

• Access Control Lists (ACL)
  • Manage Access Control Lists
  • Possible Data Loss
  • ACL Settings
  • Edit ACL Structure
    • Match Settings
    • Change Settings
    • Modifiers
  • ACL Examples
    • Move Ticket to Queue Based on Priority
    • Move Ticket to Queue Based on Priority Stored in Database
    • Disable Ticket Close in Queue and Hide Close Button
    • Remove State
    • Using Regular Expressions
    • Disallow Process For Customer
  • ACL Reference
• Dynamic Fields
  • Manage Dynamic Fields
  • Dynamic Field Settings
    • General Dynamic Field Settings
    • Checkbox Dynamic Field Settings
    • Contact With Data Dynamic Field Settings
    • Date Dynamic Field Settings
    • Date / Time Dynamic Field Settings
    • Dropdown Dynamic Field Settings
    • Multiselect Dynamic Field Settings
    • Text Dynamic Field Settings
    • Textarea Dynamic Field Settings
    • Database Dynamic Field
    • Web Service Dynamic Field
  • Display Dynamic Fields on Screens
  • Add Dynamic Fields to Search Engine
  • Set Default Value via Ticket Event Module
  • Set Default Value via User Preferences
• Generic Agent
  • Manage Generic Agent Jobs
  • Generic Agent Job Settings
    • General Job Settings
    • Automatic Execution
    • Event Based Execution
    • Select Tickets
    • Update/Add Ticket Attributes
    • Add Note
    • Execute Ticket Commands
    • Execute Custom Module
• Process Management
  • Manage Processes
  • Process Elements
    • Activities
    • User Task Activity Dialogs
    • Sequence Flows
    • Sequence Flows Actions
  • Process Modules
    • DynamicFieldSet
    • TicketArticleCreate
    • TicketCreate
    • TicketCustomerSet
    • TicketLockSet
    • TicketOwnerSet
    • TicketQueueSet
    • TicketResponsibleSet
    • TicketSendEmail
    • TicketServiceSet
    • TicketSLASet
    • TicketStateSet
    • TicketTitleSet
    • TicketTypeSet
  • Example process
    • Process Specification
    • Introduce The Process Elements
    • Create Necessary Resources
    • Create User Task Activity Dialogs
    • Create Sequence Flows
    • Create Sequence Flow Actions
    • Create Activities
    • Create Process Path
    • Create Access Control Lists
    • Create Process Ticket
• Web Services
  • Generic Interface
    • Generic Interface Layers
    • Generic Interface Communication Flow
  • Manage Web Services
  • Web Service Settings
    • General Web Service Settings
    • Provider Web Service Settings
    • Requester Web Service Settings
    • Web Service Mapping