ProcessManagement → Core
This option defines the dynamic field in which a Process Management process entity id is stored.
This setting can not be deactivated.
Default value:
$Self->{'Process::DynamicFieldProcessManagementProcessID'} = 'ProcessManagementProcessID';
This option defines the dynamic field in which a Process Management activity entity id is stored.
This setting can not be deactivated.
Default value:
$Self->{'Process::DynamicFieldProcessManagementActivityID'} = 'ProcessManagementActivityID';
This option defines the process tickets default queue.
This setting can not be deactivated.
Default value:
$Self->{'Process::DefaultQueue'} = 'Raw';
This option defines the process tickets default state.
This setting can not be deactivated.
Default value:
$Self->{'Process::DefaultState'} = 'new';
This option defines the process tickets default lock.
This setting can not be deactivated.
Default value:
$Self->{'Process::DefaultLock'} = 'unlock';
This option defines the process tickets default priority.
This setting can not be deactivated.
Default value:
$Self->{'Process::DefaultPriority'} = '3 normal';
Default ProcessManagement entity prefixes for entity IDs that are automatically generated.
This setting can not be deactivated.
Default value:
$Self->{'Process::Entity::Prefix'} = {
'Activity' => 'A',
'ActivityDialog' => 'AD',
'Process' => 'P',
'Transition' => 'T',
'TransitionAction' => 'TA'
};
Cache time in seconds for the DB process backend.
This setting can not be deactivated.
Default value:
$Self->{'Process::CacheTTL'} = '3600';
Cache time in seconds for the ticket process navigation bar output module.
This setting can not be deactivated.
Default value:
$Self->{'Process::NavBarOutput::CacheTTL'} = '900';
ProcessManagement → Core::Ticket
Event module registration. For more performance you can define a trigger event (e. g. Event => TicketCreate).
Default value:
$Self->{'Ticket::EventModulePost'}->{'998-TicketProcessTransitions'} = {
'Event' => '',
'Module' => 'Kernel::System::Ticket::Event::TicketProcessTransitions',
'Transaction' => '1'
};
ProcessManagement → Core::Transition
If enabled debugging information for transitions is logged.
This setting can not be deactivated.
Default value:
$Self->{'ProcessManagement::Transition::Debug::Enabled'} = '0';
Defines the priority in which the information is logged and presented.
This setting is not active by default.
Default value:
$Self->{'ProcessManagement::Transition::Debug::LogPriority'} = 'debug';
Filter for debugging Transitions. Note: More filters can be added in the format <OTRS_TICKET_Attribute> e.g. <OTRS_TICKET_Priority>.
This setting is not active by default.
Default value:
$Self->{'ProcessManagement::Transition::Debug::Filter'}->{'00-Default'} = {
'<OTRS_TICKET_TicketNumber>' => '',
'TransitionEntityID' => ''
};
ProcessManagement → DynamicFields::Driver::Registration
DynamicField backend registration.
Default value:
$Self->{'DynamicFields::Driver'}->{'ProcessID'} = {
'ConfigDialog' => 'AdminDynamicFieldText',
'DisabledAdd' => '1',
'DisplayName' => 'ProcessID',
'Module' => 'Kernel::System::DynamicField::Driver::ProcessManagement::ProcessID'
};
DynamicField backend registration.
Default value:
$Self->{'DynamicFields::Driver'}->{'ActivityID'} = {
'ConfigDialog' => 'AdminDynamicFieldText',
'DisabledAdd' => '1',
'DisplayName' => 'ActivityID',
'Module' => 'Kernel::System::DynamicField::Driver::ProcessManagement::ActivityID'
};
ProcessManagement → Frontend::Admin::ModuleRegistration
Frontend module registration for the agent interface.
Default value:
$Self->{'Frontend::Module'}->{'AdminProcessManagement'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'thirdparty/jsplumb-1.6.4/jsplumb.js',
'thirdparty/farahey-0.5/farahey.js',
'thirdparty/jsplumb-labelspacer/label-spacer.js',
'Core.Agent.Admin.ProcessManagement.js',
'Core.Agent.Admin.ProcessManagement.Canvas.js',
'Core.UI.AllocationList.js'
]
},
'NavBarModule' => {
'Block' => 'System',
'Description' => 'Configure Processes.',
'Module' => 'Kernel::Output::HTML::NavBar::ModuleAdmin',
'Name' => 'Process Management',
'Prio' => '750'
},
'NavBarName' => 'Admin',
'Title' => 'Process Management'
};
Frontend module registration for the agent interface.
Default value:
$Self->{'Frontend::Module'}->{'AdminProcessManagementActivity'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.Agent.Admin.ProcessManagement.js',
'Core.UI.AllocationList.js'
]
},
'Title' => 'Process Management Activity GUI'
};
Frontend module registration for the agent interface.
Default value:
$Self->{'Frontend::Module'}->{'AdminProcessManagementActivityDialog'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.Agent.Admin.ProcessManagement.js',
'Core.UI.AllocationList.js'
]
},
'Title' => 'Process Management Activity Dialog GUI'
};
Frontend module registration for the agent interface.
Default value:
$Self->{'Frontend::Module'}->{'AdminProcessManagementTransition'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css'
],
'JavaScript' => [
'Core.Agent.Admin.ProcessManagement.js'
]
},
'Title' => 'Process Management Transition GUI'
};
Frontend module registration for the agent interface.
Default value:
$Self->{'Frontend::Module'}->{'AdminProcessManagementTransitionAction'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css'
],
'JavaScript' => [
'Core.Agent.Admin.ProcessManagement.js'
]
},
'Title' => 'Process Management Transition Action GUI'
};
Frontend module registration for the agent interface.
Default value:
$Self->{'Frontend::Module'}->{'AdminProcessManagementPath'} = {
'Description' => 'This module is part of the admin area of OTRS.',
'Group' => [
'admin'
],
'Loader' => {
'CSS' => [
'Core.Agent.Admin.ProcessManagement.css',
'Core.AllocationList.css'
],
'JavaScript' => [
'Core.Agent.Admin.ProcessManagement.js',
'Core.UI.AllocationList.js'
]
},
'Title' => 'Process Management Path GUI'
};
ProcessManagement → Frontend::Agent::Dashboard
Parameters for the dashboard backend of the running process tickets overview of the agent interface . "Limit" is the number of entries shown by default. "Group" is used to restrict the access to the plugin (e. g. Group: admin;group1;group2;). "Default" determines if the plugin is enabled by default or if the user needs to enable it manually. "CacheTTLLocal" is the cache time in minutes for the plugin.
Default value:
$Self->{'DashboardBackend'}->{'0140-RunningTicketProcess'} = {
'Attributes' => 'StateType=new;StateType=open;StateType=pending reminder;StateType=pending auto',
'Block' => 'ContentLarge',
'CacheTTLLocal' => '0.5',
'Default' => '0',
'DefaultColumns' => {
'Age' => '2',
'Changed' => '1',
'CustomerID' => '1',
'CustomerName' => '1',
'CustomerUserID' => '1',
'DynamicField_ProcessManagementActivityID' => '2',
'DynamicField_ProcessManagementProcessID' => '2',
'EscalationResponseTime' => '1',
'EscalationSolutionTime' => '1',
'EscalationTime' => '1',
'EscalationUpdateTime' => '1',
'Lock' => '1',
'Owner' => '1',
'PendingTime' => '1',
'Priority' => '1',
'Queue' => '1',
'Responsible' => '1',
'SLA' => '1',
'Service' => '1',
'State' => '1',
'TicketNumber' => '2',
'Title' => '2',
'Type' => '1'
},
'Description' => 'All tickets with a reminder set where the reminder date has been reached',
'Group' => '',
'IsProcessWidget' => '1',
'Limit' => '10',
'Module' => 'Kernel::Output::HTML::Dashboard::TicketGeneric',
'Permission' => 'rw',
'Time' => 'UntilTime',
'Title' => 'Running Process Tickets'
};
ProcessManagement → Frontend::Agent::ModuleRegistration
Frontend module registration for the agent interface.
Default value:
$Self->{'Frontend::Module'}->{'AgentTicketProcess'} = {
'Description' => 'Create new process ticket.',
'Loader' => {
'CSS' => [
'Core.Agent.TicketProcess.css'
],
'JavaScript' => [
'Core.Agent.CustomerSearch.js',
'Core.Agent.TicketAction.js',
'Core.Agent.TicketProcess.js'
]
},
'NavBar' => [
{
'AccessKey' => 'p',
'Block' => '',
'Description' => 'Create New process ticket.',
'Link' => 'Action=AgentTicketProcess',
'LinkOption' => '',
'Name' => 'New process ticket',
'NavBar' => 'Ticket',
'Prio' => '220',
'Type' => ''
}
],
'NavBarName' => 'Ticket',
'Title' => 'New process ticket'
};
ProcessManagement → Frontend::Agent::Ticket::MenuModule
Shows a link in the menu to enroll a ticket into a process in the ticket zoom view of the agent interface.
Default value:
$Self->{'Ticket::Frontend::MenuModule'}->{'480-Process'} = {
'Action' => 'AgentTicketProcess',
'Cluster' => '',
'Description' => 'Enroll process for this ticket',
'Link' => 'Action=AgentTicketProcess;IsProcessEnroll=1;TicketID=[% Data.TicketID | html %]',
'Module' => 'Kernel::Output::HTML::TicketMenu::Process',
'Name' => 'Process',
'PopupType' => 'TicketAction',
'Target' => ''
};
ProcessManagement → Frontend::Agent::Ticket::ViewProcess
Determines the next possible ticket states, for process tickets in the agent interface.
This setting can not be deactivated.
Default value:
$Self->{'Ticket::Frontend::AgentTicketProcess'}->{'StateType'} = [
'new',
'open',
'pending auto',
'pending reminder',
'closed'
];
Controls if CustomerID is read-only in the agent interface.
This setting can not be deactivated.
Default value:
$Self->{'Ticket::Frontend::AgentTicketProcess::CustomerIDReadOnly'} = '1';
ProcessManagement → Frontend::Agent::Ticket::ViewZoom
Display settings to override defaults for Process Tickets.
This setting can not be deactivated.
Default value:
$Self->{'Ticket::Frontend::AgentTicketZoom'}->{'ProcessDisplay'} = {
'NavBarName' => 'Processes',
'WidgetTitle' => 'Process Information'
};
Dynamic fields groups for process widget. The key is the name of the group, the value contains the fields to be shown. Example: 'Key => My Group', 'Content: Name_X, NameY'.
This setting can not be deactivated.
Default value:
$Self->{'Ticket::Frontend::AgentTicketZoom'}->{'ProcessWidgetDynamicFieldGroups'} = {};
Dynamic fields shown in the process widget in ticket zoom screen of the agent interface. Possible settings: 0 = Disabled, 1 = Enabled.
This setting can not be deactivated.
Default value:
$Self->{'Ticket::Frontend::AgentTicketZoom'}->{'ProcessWidgetDynamicField'} = {};
ProcessManagement → Frontend::Customer::ModuleRegistration
Frontend module registration for the customer interface.
Default value:
$Self->{'CustomerFrontend::Module'}->{'CustomerTicketProcess'} = {
'Description' => 'Process Ticket.',
'Loader' => {
'CSS' => [
'Core.Customer.TicketProcess.css'
]
},
'NavBar' => [
{
'AccessKey' => 'o',
'Block' => '',
'Description' => 'Create new process ticket.',
'Link' => 'Action=CustomerTicketProcess',
'LinkOption' => '',
'Name' => 'New process ticket',
'NavBar' => 'Ticket',
'Prio' => '220',
'Type' => 'Submenu'
}
],
'NavBarName' => 'Ticket',
'Title' => 'Process ticket'
};
ProcessManagement → Frontend::Customer::NavBarModule
Frontend module registration (disable ticket processes screen if no process available) for Customer.
Default value:
$Self->{'CustomerFrontend::NavBarModule'}->{'10-CustomerTicketProcesses'} = {
'Module' => 'Kernel::Output::HTML::NavBar::CustomerTicketProcess'
};