Bevor eine Bestellung abgesetzt wird, wird die Anforderung eines Mitarbeiters von Literatur gespeichert. Das folgende Buch wird in unserem Beispiel benötigt:

Titel: Prozessmanagement für Dummies
Autor: Thilo Knuppertz
ISBN: 3527703713

Der Abteilungsleiter des Mitarbeiters muss über die Bestellung entscheiden. Im Falle einer Verweigerung sollte ein Grund vom Manager angegeben werden. Im Falle einer Genehmigung wird die Bestellung zur Einkauf-Abteilung weitergeleitet.

Die Einkauf-Abteilung muss nun herausfinden, wo das Buch zu den besten Konditionen bestellt werden kann. Wenn es ausverkauft ist kann das in der Bestellung vermerkt werden. Im Falle einer erfolgreichen Bestellung wird die Einkauf-Abteilung den Lieferanten, den Preis und das Lieferdatum aufnehmen.

Die Lieferung kommt an der Firma an. Die Warenannahme überprüft die Lieferung und notiert das Empfangsdatum. Nun wird der Mitarbeiter informiert, dass seine Bestellung angekommen ist und bereit ist, abgeholt zu werden.

Um einen neuen Prozess zu erstellen ist es notwendig auf den Link "Prozess Management" in der Systemverwaltungs-Box im Admin-Menü zu klicken, anschließend gelangen wir zur Prozessmanagement-Übersicht. Nachdem der Prozess erstellt wurden, können wir alle anderen Objekte (oder Prozessteile) erstellen.

Abbildung 5.7. OTRS Admin screen - System Administration

Klicken Sie auf "Neuen Prozess erstellen" im Adminmenü

Abbildung 5.8. Schaltfläche: Neuen Prozess erstellen

Füllen Sie die Prozessinformationen aus, definieren Sie einen Prozessname und die Beschreibung für diesen Prozess, wir belassen den Prozessstatus auf "inaktiv", bis wir alle Aufgaben erledigt haben. Speichern Sie den Vorgang.

Abbildung 5.9. Neuen Prozess hinzufügen

Click on the new process name in the Process Management Overview Screen, then in the "Available Process Elements" click in "Activity Dialogs" (this action will expand the activity dialog options and will collapse all others doing an accordion like effect), then click on "Create New Activity Dialog".

Abbildung 5.10. Neue Aktivitätsdialogschaltfläche erstellen

In the opened popup screen fill the "Activity dialog Name" as well as the "Description (short)" fields, for this example we will leave all other fields as the default, to assign fields to the Activity Dialog simple drag the required field from the "Available Fields" pool and drop into the "Assigned Fields" pool. The order in the "Assigned Fields" pool is the order as the fields will have in the screen, to modify the order simply drag and drop the field within the pool to rearrange it in the correct place.

Abbildung 5.11. Neuen Aktivitätsdialog hinzufügen

As soon as the fields are dropped into the "Assigned Fields" pool another popup screen is shown with some details about the field, we will leave the default options and only for Article fields we should make sure that the CommunicationChannel field is set to "Internal" and that the IsVisibleForCustomer is not active.

Abbildung 5.12. Felddetails bearbeiten (Artikel)

Nachdem alle Felder zugewiesen wurden, klicken Sie auf übermitteln in der PopUp-Oberfläche damit die Änderungen gespeichert werden.

In this example we will use Article field for comments, but another option could be to create a TextArea type Dynamic Field, the rest of the mentioned fields in the lines below are the Dynamic Fields that we define before.

Please be aware that in this screen all the Dynamic Fields has the prefix "DynamicField_" as in "DynamicField_Title". Do not confuse with the field "Title" that is the Ticket Title.

Erstellen Sie die folgenden Aktivitätsdialoge:

To restrict the Status field for each activity dialog we need to add some ACLs in the Kernel/Config.pm or to a new Perl file located in Kernel/Config/Files.

    $Self->{TicketAcl}->{'P1-AD1-1'} = {
        Properties => {
            Process => {
                ActivityDialogEntityID => ['AD1'],
            },
        },
        Possible => {
            Ticket => {
                DynamicField_Status => ['Approval'],
            },
        },
    };

    $Self->{TicketAcl}->{'P1-AD2-1'} = {
        Properties => {
            Process => {
                ActivityDialogEntityID => ['AD2'],
            },
        },
        Possible => {
            Ticket => {
                DynamicField_Status => ['Approval denied'],
            },
        },
    };

    $Self->{TicketAcl}->{'P1-AD3-1'} = {
        Properties => {
            Process => {
                ActivityDialogEntityID => ['AD3'],
            },
        },
        Possible => {
            Ticket => {
                DynamicField_Status => ['Approved'],
            },
        },
    };

    $Self->{TicketAcl}->{'P1-AD4-1'} = {
        Properties => {
            Process => {
                ActivityDialogEntityID => ['AD4'],
            },
        },
        Possible => {
            Ticket => {
                DynamicField_Status => ['Order denied'],
            },
        },
    };

    $Self->{TicketAcl}->{'P1-AD5-1'} = {
        Properties => {
            Process => {
                ActivityDialogEntityID => ['AD5'],
            },
        },
        Possible => {
            Ticket => {
                DynamicField_Status => ['Order placed'],
            },
        },
    };

    $Self->{TicketAcl}->{'P1-AD6-1'} = {
        Properties => {
            Process => {
                ActivityDialogEntityID => ['AD6'],
            },
        },
        Possible => {
            Ticket => {
                DynamicField_Status => ['Shipment received'],
            },
        },
    };
                    

Klicken Sie in den "Verfügbaren Prozesselementen" auf "Übergänge", anschließend klicken Sie auf "Erstelle neue Übergans-Aktion".

Abbildung 5.13. Neuen Übergang hinzufügen

In dem öffnenden Popup füllen Sie bitte den "Übergangsnamen" aus, anschließend tragen Sie die benötigten Zustände ein. In diesem Beispiel werden wir nur einen Zustand und nur ein Feld benutzen. Für diese beiden lassen für den Linktyp auf "and" und wir werden den Match-Type-Wert als "String" nutzen.

Abbildung 5.14. Neuen Übergang hinzufügen

Nachdem alle Parameter und Werte gesetzt worden sind, klicken Sie auf die "Übermitteln"-Schaltfläche um die Werte zu speichern.

Erstellen Sie die folgenden Übergänge:

Klicken Sie auf "Übergangs-Aktionen" in den "Verfügbaren Prozesselementen", anschließend klicken Sie auf "Erstelle neue Übergans-Aktion".

Abbildung 5.15. Erstellen Sie eine neue Schaltfläche "Übergangs-Aktion"

In the opened popup screen fill the "Transition Action Name", and the "Transition Action module" then add the required and optional parameter names and values.

All the Transition Action Modules are located in Kernel/System/ProcessManagement/TransitionAction and the following is the list of bundled Transition Actions included in this release:

Jedes Modul hat seine eigenen und verschiedenen Parameter. Eine Übersicht aller benötigten und optionalen Parameter finden Sie unter Moduldokumentation.

Abbildung 5.16. Neue Übergangs-Aktion hinzufügen

Nachdem alle Parameter und Werte gesetzt worden sind, klicken Sie auf die "Übermitteln"-Schaltfläche um die Werte zu speichern.

Erstellen Sie die folgenden Übergangs-Aktionen:

Wie Sie sehen, gibt es Orte an denen gleiche Übergangsaktionen ausgeführt werden sollen. Deshalb ist es sinnvoll Übergangsaktionen frei mit Übergängen zu verknüpfen, um sie wiederverwenden zu können.

We chose the approach to see Activities as a basket which can contain one or more Activity Dialogs.

Klicken Sie auf "Aktivitäten" in den verfügbaren "Prozesselementen", anschließend klicken Sie auf "Erstelle neue Aktivität".

Abbildung 5.17. Neue Aktivitätsschaltfläche erstellen

In the opened popup screen fill the "Activity Name", then drag the required Activity Dialogs from the "Available Activity Dialogs" pool, and drop them into to the "Assigned Activity Dialogs" pool. This dialogs will be presented (in the ticket zoom screen) in the same order as it is defined on this screen translating from top to bottom, from left to right.

This order is specially important in the first Activity, since the first Activity Dialog for this activity is the only one that is presented when the process starts.

Erstellen Sie die folgenden Aktivitäten:

Now we can clearly see that Activities are precisely defined states of a process ticket. After a successful Transition a process ticket moves from one Activity to another.

Let us conclude our example with the last missing piece in the puzzle, the Process as the a flow describer. In our case this is the whole ordering work-flow. Other processes could be office supply ordering or completely different processes.

The process has a starting point which consists of the start Activity and the start Activity Dialog. For any new book order, the start Activity Dialog (first Activity Dialog for the first Activity) is the first screen that is displayed. If this is completed and saved, the Process ticket will be created and can follow the configured work-flow.

The process also contains the directions for how the process ticket can move through the Process. Let's call this the "Path". It consists of the start Activity, one or more Transitions (possibly with Transition Actions), and other Activities.

Assuming that the Activities has already assigned their Activity Dialogs drag an Activity from the accordion (in the left part of the screen) and drop it into the canvas area (below process information). Notice that an arrow from the process start (green circle) to the Activity is placed automatically. (This is the first Activity and its first Activity Dialog is the first screen that will be shown when the process starts).

Abbildung 5.18. Ziehen Sie die erste Aktivität in die Arbeitsfläche

Next, drag another Activity into the canvas too. Now we will have two Activities in the canvas. The first one is connected to the start point and the second has no connections. You can hover the mouse over each activity to reveal their own Activity Dialogs.

Abbildung 5.19. Ziehen Sie die zweite Aktivität in die Arbeitsfläche.

Then let's create the "Path" (connection) between this two Activities, for this we will use the Transitions. Click on Transitions in the accordion drag a Transition and drop it inside the first Activity. Notice that the Activity changes its color indicating that the Transition is attached. As soon as the Transition is dropped the end point of the Transition arrow will be placed next to the process start point. Drag the Transition arrow end point and drop it inside the other Activity to create the connection between the Activities.

Abbildung 5.20. Ziehen Sie einen Übergang in die Arbeitsfläche

Now that the "Path" between the Actions is defined, then we need to assign the Transition Actions to the Transition, double click the Transition label (in the canvas), this will open a new popup window.

Abbildung 5.21. Verbinden Sie die Aktivitäten unter Verwendung von Übergängen

Drag the needed Transition Actions from Available Transition Actions pool and drop them into the Assigned Transition Actions pool and click on submit button.

Abbildung 5.22. Zuweisen von Übergangs-Aktionen

Then back in the main process edit screen click on save button below the canvas to save all other changes.

Complete the "path" adding the following Activities, Transitions and Transition Actions:

Aufnahme der Nachfrage bis zur "Approval"

The Activity: "Recording the demand" (A1) is a defined step of the process ticket, where there is the possibility for the Transition: "Approval" (T1). If this applies, the ticket will move to the next Activity: "Approval" (A2), and the Transition Actions: "Move the process ticket into the 'Management' queue" (TA1) and "Change ticket responsible to 'manager'" (TA2) are executed. In the Activity: "Approval" (A2), the Activity Dialogs: "Approval denied" (AD2) and "Approved" (AD3) are available.

Genehmigung

We can see that from the current Activity, which defines a step of the process ticket, there are one or more possibilities for Transition which have exactly one target Activity (and possibly one or more Transition Actions).

Auftrag

Eingehend

Der komplette Pfad für den Buchbestellprozess schaut wie folgt aus:

Abbildung 5.23. vollständiger Buchbestellprozesspfad

After you finish the process path please click on "Save" button in the lower part of the canvas and then click on "Synchronize All Processes" button. This will gather all processes information form the Database and create a cache file (in Perl language). This cache file is actually the processes configuration that the system will use to create or use process tickets.

Any change that is made of the process (in the GUI) will require to re-synchronize the cache file in order to get the change reflected in the system.

It is also possible to import the whole process from a YAML file, but it is still necessary to create all Dynamic Fields, Users, Queues, etc that are needed by each process before the import.

Notice that if the process requires the use of ACLs those are also needed to be set manually.

Im folgenden sehen Sie die komplette YAML-Datei für den Buchbestellprozess:

---
Activities:
  A1:
    ActivityDialogs:
      - AD1
    ChangeTime: 2012-11-23 14:49:22
    Config:
      ActivityDialog:
        1: AD1
    CreateTime: 2012-11-23 11:49:38
    EntityID: A1
    ID: 151
    Name: Recording the demand
  A2:
    ActivityDialogs:
      - AD2
      - AD3
    ChangeTime: 2012-12-13 00:55:12
    Config:
      ActivityDialog:
        1: AD2
        2: AD3
    CreateTime: 2012-11-23 11:50:11
    EntityID: A2
    ID: 152
    Name: Approval
  A3:
    ActivityDialogs:
      - AD4
      - AD5
    ChangeTime: 2012-11-23 18:12:14
    Config:
      ActivityDialog:
        1: AD4
        2: AD5
    CreateTime: 2012-11-23 11:50:35
    EntityID: A3
    ID: 153
    Name: Order
  A4:
    ActivityDialogs:
      - AD6
    ChangeTime: 2012-11-23 18:12:35
    Config:
      ActivityDialog:
        1: AD6
    CreateTime: 2012-11-23 11:51:00
    EntityID: A4
    ID: 154
    Name: Incoming
  A5:
    ActivityDialogs: []
    ChangeTime: 2012-11-23 11:51:33
    Config: {}
    CreateTime: 2012-11-23 11:51:33
    EntityID: A5
    ID: 155
    Name: Process complete
ActivityDialogs:
  AD1:
    ChangeTime: 2012-12-06 02:16:21
    Config:
      DescriptionLong: ''
      DescriptionShort: Recoding the demand
      FieldOrder:
        - DynamicField_Author
        - DynamicField_ISBN
        - DynamicField_Title
        - DynamicField_Status
      Fields:
        DynamicField_Author:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
        DynamicField_ISBN:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
        DynamicField_Status:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
        DynamicField_Title:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
      Interface:
        - AgentInterface
      Permission: ''
      RequiredLock: 0
      SubmitAdviceText: ''
      SubmitButtonText: ''
    CreateTime: 2012-11-23 14:34:43
    EntityID: AD1
    ID: 154
    Name: Recording the demand
  AD2:
    ChangeTime: 2012-11-23 14:57:41
    Config:
      DescriptionLong: ''
      DescriptionShort: Approval denied
      FieldOrder:
        - Article
        - DynamicField_Status
      Fields:
        Article:
          Config:
            CommunicationChannel:  'Internal'
            IsVisibleForCustomer: '0'
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
        DynamicField_Status:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
      Interface:
        - AgentInterface
      Permission: ''
      RequiredLock: 0
      SubmitAdviceText: ''
      SubmitButtonText: Deny Request
    CreateTime: 2012-11-23 14:36:39
    EntityID: AD2
    ID: 155
    Name: Approval denied
  AD3:
    ChangeTime: 2012-12-14 03:14:23
    Config:
      DescriptionLong: ''
      DescriptionShort: Approved
      FieldOrder:
        - DynamicField_Status
      Fields:
        DynamicField_Status:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
      Interface:
        - AgentInterface
      Permission: ''
      RequiredLock: 0
      SubmitAdviceText: ''
      SubmitButtonText: Approve Request
    CreateTime: 2012-11-23 14:37:35
    EntityID: AD3
    ID: 156
    Name: Approved
  AD4:
    ChangeTime: 2012-11-23 14:58:52
    Config:
      DescriptionLong: ''
      DescriptionShort: Order rejected
      FieldOrder:
        - Article
        - DynamicField_Status
      Fields:
        Article:
          Config:
            CommunicationChannel:  'Internal'
            IsVisibleForCustomer: '0'
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
        DynamicField_Status:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
      Interface:
        - AgentInterface
      Permission: ''
      RequiredLock: 0
      SubmitAdviceText: ''
      SubmitButtonText: Reject Order
    CreateTime: 2012-11-23 14:38:48
    EntityID: AD4
    ID: 157
    Name: Order rejected
  AD5:
    ChangeTime: 2012-12-06 02:20:12
    Config:
      DescriptionLong: ''
      DescriptionShort: Order placed
      FieldOrder:
        - DynamicField_DeliveryDate
        - DynamicField_Price
        - DynamicField_Supplier
        - DynamicField_Status
      Fields:
        DynamicField_DeliveryDate:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
        DynamicField_Price:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
        DynamicField_Status:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
        DynamicField_Supplier:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
      Interface:
        - AgentInterface
      Permission: ''
      RequiredLock: 0
      SubmitAdviceText: ''
      SubmitButtonText: Place Order
    CreateTime: 2012-11-23 14:41:28
    EntityID: AD5
    ID: 158
    Name: Order placed
  AD6:
    ChangeTime: 2012-11-23 14:42:43
    Config:
      DescriptionLong: ''
      DescriptionShort: Shipment received
      FieldOrder:
        - DynamicField_DateOfReceipt
        - DynamicField_Status
      Fields:
        DynamicField_DateOfReceipt:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
        DynamicField_Status:
          DefaultValue: ''
          DescriptionLong: ''
          DescriptionShort: ''
          Display: 1
      Interface:
        - AgentInterface
      Permission: ''
      RequiredLock: 0
      SubmitAdviceText: ''
      SubmitButtonText: ''
    CreateTime: 2012-11-23 14:42:43
    EntityID: AD6
    ID: 159
    Name: Shipment received
Process:
  Activities:
    - A1
    - A2
    - A3
    - A4
    - A5
  ChangeTime: 2012-12-06 02:31:59
  Config:
    Description: The process to order a book
    Path:
      A1:
        T1:
          ActivityEntityID: A2
          TransitionAction:
            - TA2
            - TA1
      A2:
        T2:
          ActivityEntityID: A5
          TransitionAction:
            - TA3
            - TA4
            - TA8
        T3:
          ActivityEntityID: A3
          TransitionAction:
            - TA5
      A3:
        T4:
          ActivityEntityID: A5
          TransitionAction:
            - TA3
            - TA4
            - TA8
        T5:
          ActivityEntityID: A4
          TransitionAction:
            - TA6
      A4:
        T6:
          ActivityEntityID: A5
          TransitionAction:
            - TA3
            - TA4
            - TA7
      A5: {}
    StartActivity: A1
    StartActivityDialog: AD1
  CreateTime: 2012-11-23 11:45:12
  EntityID: P1
  ID: 94
  Layout:
    A1:
      left: 172
      top: 63
    A2:
      left: 402
      top: 156
    A3:
      left: 649
      top: 255
    A4:
      left: 774
      top: 391
    A5:
      left: 194
      top: 410
  Name: Book ordering
  State: Active
  StateEntityID: S1
  TransitionActions:
    - TA1
    - TA2
    - TA3
    - TA4
    - TA8
    - TA5
    - TA3
    - TA4
    - TA8
    - TA6
    - TA3
    - TA4
    - TA7
  Transitions:
    - T1
    - T2
    - T3
    - T4
    - T5
    - T6
TransitionActions:
  TA1:
    ChangeTime: 2012-11-23 16:01:37
    Config:
      Config:
        Queue: Management
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
    CreateTime: 2012-11-23 15:50:59
    EntityID: TA1
    ID: 61
    Name: Move the process ticket into the "Management" queue
  TA2:
    ChangeTime: 2012-11-23 16:02:12
    Config:
      Config:
        Responsible: manager
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketResponsibleSet
    CreateTime: 2012-11-23 15:58:22
    EntityID: TA2
    ID: 62
    Name: Change ticket responsible to "manager"
  TA3:
    ChangeTime: 2012-11-24 14:27:02
    Config:
      Config:
        Queue: Employees
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
    CreateTime: 2012-11-23 16:02:54
    EntityID: TA3
    ID: 63
    Name: Move the process ticket into the "Employees" queue
  TA4:
    ChangeTime: 2012-11-23 16:04:06
    Config:
      Config:
        Responsible: Employee
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketResponsibleSet
    CreateTime: 2012-11-23 16:04:06
    EntityID: TA4
    ID: 64
    Name: Change ticket responsible to "Employee"
  TA5:
    ChangeTime: 2012-12-06 02:18:34
    Config:
      Config:
        Queue: Purchasing
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
    CreateTime: 2012-11-23 16:04:54
    EntityID: TA5
    ID: 65
    Name: Move process ticket into the "Purchasing" queue
  TA6:
    ChangeTime: 2012-12-06 02:18:48
    Config:
      Config:
        Queue: Post office
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet
    CreateTime: 2012-11-23 16:06:20
    EntityID: TA6
    ID: 66
    Name: Move process ticket into the "Post office" queue
  TA7:
    ChangeTime: 2012-12-06 02:29:55
    Config:
      Config:
        State: closed successful
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketStateSet
    CreateTime: 2012-12-06 02:29:27
    EntityID: TA7
    ID: 67
    Name: Close ticket successfully
  TA8:
    ChangeTime: 2012-12-06 02:31:12
    Config:
      Config:
        State: closed unsuccessful
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketStateSet
    CreateTime: 2012-12-06 02:31:12
    EntityID: TA8
    ID: 68
    Name: Close ticket unsuccessfully
Transitions:
  T1:
    ChangeTime: 2012-11-23 15:12:20
    Config:
      Condition:
        1:
          Fields:
            DynamicField_Status:
              Match: Approval
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2012-11-23 11:53:52
    EntityID: T1
    ID: 94
    Name: Approval
  T2:
    ChangeTime: 2012-11-23 15:12:50
    Config:
      Condition:
        1:
          Fields:
            DynamicField_Status:
              Match: Approval denied
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2012-11-23 11:54:26
    EntityID: T2
    ID: 95
    Name: Approval denied
  T3:
    ChangeTime: 2012-11-23 15:13:29
    Config:
      Condition:
        1:
          Fields:
            DynamicField_Status:
              Match: Approved
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2012-11-23 11:54:54
    EntityID: T3
    ID: 96
    Name: Approved
  T4:
    ChangeTime: 2012-11-23 15:14:08
    Config:
      Condition:
        1:
          Fields:
            DynamicField_Status:
              Match: Order denied
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2012-11-23 11:55:25
    EntityID: T4
    ID: 97
    Name: Order denied
  T5:
    ChangeTime: 2012-11-23 18:30:33
    Config:
      Condition:
        1:
          Fields:
            DynamicField_Status:
              Match: Order placed
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2012-11-23 11:56:15
    EntityID: T5
    ID: 98
    Name: Order placed
  T6:
    ChangeTime: 2012-11-23 15:15:30
    Config:
      Condition:
        1:
          Fields:
            DynamicField_Status:
              Match: Shipment received
              Type: String
          Type: and
      ConditionLinking: and
    CreateTime: 2012-11-23 11:56:48
    EntityID: T6
    ID: 99
    Name: Shipment received

                

Ein Prozess modelliert den Pfad eines Workflows/Prozess. Die Wegpunkte auf diesem Pfad können Aktivitäten oder Übergänge sein. Auf diese wird später noch genauer eingegangen.

$Self->{'Process'} = {
'P1' => {
Name => 'Book order',
CreateTime => '16-02-2012 13:37:00',
CreateBy => '1',
ChangeTime => '17-02-2012 13:37:00',
ChangeBy => '1',
State => 'Active',
StartActivity => 'A1',
StartActivityDialog => 'AD1',
Path => {
'A1' => {
'T1' => {
ActivityEntityID => 'A2',
},
},
'A2' => {
'T2' => {
ActivityEntityID => 'A3',
},
},
},
},
'P2' => {
Name => 'IT order',
CreateTime => '26-02-2012 13:37:00',
CreateBy => '1',
ChangeTime => '27-02-2012 13:37:00',
ChangeBy => '1',
State => 'Active',
StartActivity => 'A2',
StartActivityDialog => 'AD2',
Path => {
'A2' => {
'T3' => {
ActivityEntityID => 'A4',
},
},
},
}
};

'A1' => {
'T1' => {
ActivityEntityID => 'A2',
},
'T2' => {
ActivityEntityID => 'A3',
},
'T3' => {
ActivityEntityID => 'A4',
TransitionAction => ['TA1', 'TA2'],
},
},

An Activity contains one or more Activity Dialogs and models a step in the process. All Activity Dialogs of the current Activity are displayed in the ticket zoom and can be used until the conditions of a Transition are fulfilled.

$Self->{'Process::Activity'} =
{
'A1' => {
Name => 'Activity 1 optional',
CreateTime => '16-02-2012 13:37:00',
CreateBy => '1',
ChangeTime => '17-02-2012 13:37:00',
ChangeBy => '1',
ActivityDialog => {
1 => 'AD1',
},
},
'A2' => {
Name => 'Activity 2 optional',
CreateTime => '16-02-2012 13:37:00',
CreateBy => '1',
ChangeTime => '17-02-2012 13:37:00',
ChangeBy => '1',
ActivityDialog => {
1 => 'AD5',
2 => 'AD6',
3 => 'AD1',
},
},
};

Ein Aktivitätsdialog ist eine besondere Oberfläche und kann in verschiedenen Aktivitäten wiederverwendet werden.

$Self->{'Process::ActivityDialog'} = {
    'AD1' => {
        Name             => 'ActivityDialog 1 optional',
        DescriptionShort => 'Basic info',
        DescriptionLong  => 'Please insert the necessesary basic information for IT orders',
        CreateTime       => '28-02-2012 13:37:00',
        CreateBy         => '1',
        ChangeTime       => '29-02-2012 13:37:00',
        ChangeBy         => '1',
        Fields => {
            PriorityID => {
                DescriptionShort => 'Priority ID',
                DescriptionLong  => 'Enter the priority here',
                Display          => 2,
            },
        },
        FieldOrder       => [ 'PriorityID' ],
        SubmitAdviceText => 'Note: If you submit the form...',
        SubmitButtonText => 'Send request',
    },
    'AD2' => {
        Name             => 'ActivityDialog 2 optional',
        DescriptionShort => 'Basic info',
        DescriptionLong  => 'Please insert the necessesary basic information for Book orders',
        CreateTime       => '28-02-2012 13:37:00',
        CreateBy         => '1',
        ChangeTime       => '29-02-2012 13:37:00',
        ChangeBy         => '1',
        Fields => {
            StateID => {
                DescriptionShort => 'State ID',
                DescriptionLong  => 'Enter the state here',
                Display          => 2,
                DefaultValue     => '2',
            },
            Queue => {
                DescriptionShort => 'Queue ID',
                DescriptionLong  => 'Enter the queue here',
                Display          => 2,
                DefaultValue     => 'Raw',
            },
            Title => {
                DescriptionShort => 'Title',
                DescriptionLong  => 'Enter the title here',
                Display          => 1,
                DefaultValue     => 'Default Title',
            },
            DynamicField_Anzahl => {
                DescriptionShort => 'Amount',
                DescriptionLong  => 'Enter the amount here',
                Display          => 2,
                DefaultValue     => '4',
            },
        },
        FieldOrder       => [ 'DynamicField_Anzahl', 'StateID', 'Queue', 'Title' ],
        SubmitAdviceText => 'Note: If you submit the form...',
        SubmitButtonText => 'Send request',
    },
};
                    

Title
State
StateID
Priority
PriorityID
Lock
LockID
Queue
QueueID
Customer
CustomerID
CustomerNo
CustomerUserID
Owner
OwnerID
Type
TypeID
SLA
SLAID
Service
ServiceID
Responsible
ResponsibleID
PendingTime
DynamicField_$FieldName # for all dynamic fields

StateID => {
DescriptionShort => 'State ID',
DescriptionLong => 'Enter the state here',
Display => 2,
DefaultValue => '2',
},

Article => {
    DescriptionShort => 'Please insert your comment here.',
    DescriptionLong => '',
    Display         => 1,
    Config          => {
        CommunicationChannel => 'Internal'
        IsVisibleForCustomer => '0'
        LabelSubject => '',
        LabelBody    => '',
    },
},
                    

Queue => {
DescriptionShort => 'Queue',
DescriptionLong => 'Hier die Queue eingeben',
Display => 2,
DefaultValue => 'Raw',
},

Ein Übergang entscheidet - basierend auf konfigurierbaren Bedingungen - welchen Pfad der Prozess nimmt, zum Beispiel zu welcher Aktivität das Prozessticket spring.

$Self->{'Process::Transition'} = {
    'T1' => {
        Name => 'Transition 1',
        CreateTime => '14-03-2012 13:37:00', # optional
        CreateBy   => '1',                   # optional
        ChangeTime => '15-03-2012 13:37:00', # optional
        ChangeBy   => '15-03-2012 13:37:00', # optional
        Condition  => {
            Cond1  => {
                Fields => {
                    StateID => {
                        Type  => 'String',
                        Match => '1',
                    },
                },
            },
        },
    },
    'T2' => {
        Name       => 'Transition 2 optional',
        CreateTime => 'DATE',   # optional
        CreateBy   => 'USERID', # optional
        ChangeTime => 'DATE',   # optional
        ChangeBy => 'USERID',   # optional
        Condition => {
            Cond1 => {
                Queue               => 'Raw',
                DynamicField_Farbe  => '2',
                DynamicField_Anzahl => '1',
            },
        },
    },
};
                    

Condition => {
    Type  => 'and',
    Cond1 => {
        Type   => 'and',
        Fields => {
            StateID => {
                Type  => 'String',
                Match => '1',
            },
            DynamicField_Marke => {
                Type  => 'String',
                Match => 'VW',
        },
    },
    Cond2 => {
        Type => 'and',
        Fields => {
            Queue => {
                Type  => 'String',
                Match => 'Raw',
            },
        },
    },
},
                    

Fields => {
StateID => {
Type => 'String',
Match => '1',
},

    Title
    State
    StateID
    Priority
    PriorityID
    Lock
    LockID
    Queue
    QueueID
    Customer
    CustomerID
    CustomerNo
    CustomerUserID
    Owner
    OwnerID
    Type
    TypeID
    SLA
    SLAID
    Service
    ServiceID
    Responsible
    ResponsibleID
    DynamicField_$FieldName # for all DynamicFields
                        

Transition Actions are actions which can be triggered after successfully applied transitions (when a process ticket moves from one activity to another). These Transition Actions can be used to perform different changes on the ticket, e. g. change the Queue or the Owner of the ticket, and you can also create your own Transition Actions to perform other complex changes.

$Self->{'Process::TransitionAction'} = {
    'TA1' => {
        Name   => 'Queue Move',
        Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',
        Config => {
            Queue  => 'Junk',
            UserID => 123,
        },
    },
};
                    

    $Self->{'Process::TransitionAction'} = {
        'TA1' => {
            Name   => 'Queue Move Junk',
            Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',
            Config => {
                Queue => 'Junk',
            },
        },
        'TA2' => {
            Name   => 'Queue Move Raw',
            Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',
            Config => {
                Queue => 'Raw',
            },
        },
    };
                    

$Self->{'Process::TransitionAction'} = {
    'TA1' => {
        Name   => 'Set DynamicField MasterSlave to Master and Approved to 1',
        Module => 'Kernel::System::ProcessManagement::TransitionAction::DynamicFieldSet',
        Config => {
            MasterSlave => 'Master',
            Approved    => '1',

        },
    },
};
                        

$Self->{'Process::TransitionAction'} = {
    'TA1' => {
        Name   => 'Article Create Note',
        Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketArticleCreate',
        Config => {

        Config                   => {
            SenderType           => 'agent',            # (required) agent|system|customer
            IsVisibleForCustomer => 1,                  # 0 or 1
            CommunicationChannel => 'Internal',         # Internal|Phone|Email|..., default: Internal

            %DataPayload,                               # some parameters depending of each communication channel
        },
    },
};
                        

            SenderType       => 'agent',                                                # agent|system|customer
            ContentType      => 'text/plain; charset=ISO-8859-15',                      # or optional Charset & MimeType (e.g. 'text/html; charset=UTF-8')
            Subject          => 'some short description',                               # required
            Body             => 'the message text',                                     # required
            HistoryType      => 'OwnerUpdate',                                          # EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|...
            HistoryComment   => 'Some free text!',
            From             => 'Some Agent <email@example.com>',                       # not required but useful
            To               => 'Some Customer A <customer-a@example.com>',             # not required but useful
            Cc               => 'Some Customer B <customer-b@example.com>',             # not required but useful
            ReplyTo          => 'Some Customer B <customer-b@example.com>',             # not required
            InReplyTo        => '<asdasdasd.12@example.com>',                           # not required but useful
            References       => '<asdasdasd.1@example.com> <asdasdasd.12@example.com>', # not required but useful
            NoAgentNotify    => 0,                                                      # if you don't want to send agent notifications
            AutoResponseType => 'auto reply',                                           # auto reject|auto follow up|auto reply/new ticket|auto remove

            ForceNotificationToUserID   => '1,43,56',                                    # if you want to force somebody
            ExcludeNotificationToUserID => '43,56',
                 # if you want full exclude somebody from notifications,
                 # will also be removed in To: line of article,
                 # higher prio as ForceNotificationToUserID
            ExcludeMuteNotificationToUserID => '43,56',
                 # the same as ExcludeNotificationToUserID but only the
                 # sending gets muted, agent will still shown in To:
                 # line of article
                        

$Self->{'Process::TransitionAction'} = {
    'TA1' => {
        Name   => 'Ticket Create',
        Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketCreate',
        Config => {

            # ticket required:
            Title         => 'Some Ticket Title',
            Queue         => 'Raw',              # or QueueID => 123,
            Lock          => 'unlock',
            Priority      => '3 normal',         # or PriorityID => 2,
            State         => 'new',              # or StateID => 5,
            CustomerID    => '123465',
            CustomerUser  => 'customer@example.com',
            OwnerID       => 'someuserlogin',    # or OwnerID => 123,

            # ticket optional:
            TN              => $TicketObject->TicketCreateNumber(), # optional
            Type            => 'Incident',            # or TypeID => 1, not required
            Service         => 'Service A',           # or ServiceID => 1, not required
            SLA             => 'SLA A',               # or SLAID => 1, not required
            ResponsibleID   => 123,                   # not required
            ArchiveFlag     => 'y',                   # (y|n) not required
            PendingTime     => '2011-12-23 23:05:00', # optional (for pending states)
            PendingTimeDiff => 123 ,                  # optional (for pending states)

            # article required:
            SenderType           => 'agent',           # agent|system|customer
            CommunicationChannel => 'Internal'         # Internal|Phone|Email|..., default: Internal
            IsVisibleForCustomer => '0'

            %DataPayload,                             # some parameters depending of each communication channel

            # article optional:
            TimeUnit                        => 123

            # other:
            DynamicField_NameX => $Value,
            LinkAs => $LinkType,                                        # Normal, Parent, Child, etc. (respective original ticket)
            UserID => 123,                                              # optional, to override the UserID from the logged user
        },
    },
};
                        

$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Customer Set Customer to test',
Module => 'Kernel::System::Process::TransitionAction::TicketCustomerSet',
Config => {
No => 'test',
User => 'client-user-123',
# or in other words
# CustomerID => 'client123',
# CustomerUserID => 'client-user-123',

},
},
};
                        

$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set Lock to lock',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketLockSet',
Config => {
Lock => 'lock',
# or
LockID => 2,
},
},
};
                        

$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Owner Set root@localhost',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketOwnerSet',
Config => {
Owner => 'root@localhost',
# or
OwnerID => 1,
},
},
};
                        

$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Queue Move Raw',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketQueueSet',
Config => {
Queue => 'Raw',
# or
# QueueID => '2',
},
},
};
                        

$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Responsible Set root@localhost',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketResponsibleSet',
Config => {
Responsible => 'root@localhost',
# or
ResponsibleID => 1,
},
},
};
                        

$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set MyService service',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketServiceSet',
Config => {
Service => 'MyService',
# or
ServiceID => 123,
},
},
};
                        

$Self->{'Process::TransitionAction'} = {
    'TA1' => {
        Name   => 'Set MySLA SLA',
        Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketSLASet',
        Config => {
            SLA   => 'MySLA',
            # or
            SLAID => 123,
        },
    },
};
                        

$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set State to open',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketStateSet',
Config => {
State => 'open',
# or
StateID => 4,

PendingTimeDiff => 123,
},
},
};
                        

$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set Ticket Title to Ticket-title',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketTitleSet',
Config => {
Title => 'Ticket-title',
},
},
};
                        

$Self->{'Process::TransitionAction'} = {
'TA1' => {
Name => 'Set Ticket Type to default',
Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketTypeSet',
Config => {
Type => 'default',
# or
# TypeID => '1',
},
},
};
                        

Mit der Hilfe von ACLs, können Sie die auswählbaren Werte in Prozesstickets limitieren. Weitere Beschreibungen der ACL-Syntax finden Sie in der ACL-Referenz

$Self->{TicketAcl}->{'001-ACL-ProcessProperties'} = {
Properties => {
Process => {
ProcessEntityID => ['P1'],
ActivityEntityID => ['A1'],
ActivityDialogEntityID => ['AD1'],
}
},
Possible => {
ActivityDialog => ['AD1', 'AD3'],
},
PossibleNot => {
ActivityDialog => ['AD3'],
},
};

$Self->{TicketAcl}->{'001-ACL-Status'} = {
    Properties => {
        Ticket => {
            Status => 'new',
        }
    },
    Possible => {
        ActivityDialog => ['AD1', 'AD2', 'AD3', 'AD6', 'AD7'],
    },
};
$Self->{TicketAcl}->{'002-ACL-Queue'} = {
    Properties => {
        Ticket => {
            Queue => ['Raw']
        }
    },
    Possible => {
        ActivityDialog => ['AD2', 'AD3', 'AD4', 'AD7'],
    },
};
$Self->{TicketAcl}->{'003-ACL-Priority'} = {
    Properties => {
        Ticket => {
            Priority => ['3 normal']
        }
    },
    PossibleNot => {
        ActivityDialog => ['AD3', 'AD4'],
    },
};
                    

$Self->{TicketAcl}->{'200-ACL-Process'} = {
    # match properties
    Properties => {
        User => {
            UserID => [2, 3],
        },
    },
    Possible => {
       Process => ['P1', 'P2', 'P3'],
    },
    PossibleNot => {
        Process => ['P4'],
    },
};
                    

$Self->{TicketAcl}->{'201-ACL-Process'} = {
    # match properties
    Properties => {
        User => {
            Group_rw => [ 'MyGroup' ],
        },
    },
    Possible => {
       Process => ['P1', 'P2', 'P3'],
    },
    PossibleNot => {
        Process => ['P4'],
    },
};
                    

$Self->{TicketAcl}->{'202-ACL-Process'} = {
    # match properties
    Properties => {
        User => {
            Role => [ 'MyRole' ],
        },
    },
    Possible => {
       Process => ['P1', 'P2', 'P3'],
    },
    PossibleNot => {
        Process => ['P4'],
    },
};
                    

On the AdminProcessManagement screen you can find an Ready2Adopt Processes widget, where you can find best practice Ready2Adopt processes. Currently, there is only an Application for leave process available, but you can find additional Ready2Adopt processes in the OTRS Business Solution™.

Abbildung 5.24. Import Ready2Adopt Processes widget

Select process from the drop-down menu and click on the Import Ready2Adopt process button. After the process is imported, don't forget to deploy changes.