I suggest to allow to search tickets by Process. Now I can add ProcessManagementProcessID field on ticket search form, but I need input Process code (e.g. P1). It's better to select need Processes for filter from list.
I suggest allow to use Dynamic Fields marked as "Internal" (eg. ITSM Dynamic Fields) in Process Management Activity Dialogs.
It will be really great if you can add as transition action 'email notifications'.
This way we can specify the notification we want for each state instead of creating Gen Agents and notifications.
I created a FollowUp PostMasterFilter for a Dynamic Field and i have in my Process a Transition that match for this Value that i set in the PostMasterFilter. If now a message is coming in and match this PostMasterFilter then the process will get automatically to the next Activity. Now is it very anoying that i get for every FollowUp a Message as Email. It would be nice to implement a Option to deactivate the FollowUp's ...more »
Currently if some updates were made on a Process and were saved then this Information is coming up: "Process Management information from database is not in sync with the system configuration, please synchronize all processes." In the Section "Actions" there only this features posible: - Create New Process - Synchronize All Processes There isn't a option to discard changes on Processes. I think it is a very good ...more »
Buttons defined in process activity dialogs to proceed to the next process step should have an own css tag. This allows to color them different to the rest of the buttons
In Transition Actions (Process Management), would be great to be able to pass expressions evaluated at run time in the "value" of the arguments.
Example: Add a predefined article on behalf of the currently connected agent, send an email to the Customer, automatically escalate to the process manager (set as a dynamic field of the ticket)...
Hi, I've checked the OTRS3.2. The process management is a great new feature. But there is no possibility to create a process with parallel tasks. For example: A new employee comes to the company. After the approval the access to different IT services (e.g. network, AD account, access to Databases, etc.) should be setup for the new employee. These activities should be done parallelly by different teams. I didn't find ...more »
I suggest to provide a Generic Interface Connector for the OTRS Proces Management module that accepts BPMN XML to create and update existing processes as well as providing BPMN XML created from existing processes to import the definitions into external BPMN Editor like Yaoqiang BPMN Editor, Bizagi, Bonita or ARIS. Cheers, Nils