Hi,
I have currently set up a process with some dynamic fields so that agents can note their working times for tickets.
There are the dynamic fields employee name (dropdown), time units (dropdown) and start date (Date/Time).
In a "Solution" activity there is a checkmark "Create Time booking"
If the checkmark is set here and "Submit" is pressed, a TransitionAction ensures that a "TicketCreate" is triggered and a new ticket is created in the TimeBooking queue.
The TimeBooking ticket also pulls the values of the selected bookings into the new ticket in the transition.
Our ERP then books the employee times via a soap query.
This is working great so far, but there is a big problem:
After the transition, a new activity apparently has to be integrated into the process to which we switch.
So we switch from the Solution activity to Dummy_Solution.
Then you go back to the solution via the GenericAgent job.
Now the problem:
Strangely, the contents of the time units that were set via the dropdown are emptied in the original ticket.
The change from, for example, "3" to "" can also be seen in the history.
Case 2:
The same thing happens if the agent is in the solution but has to go back to the previous activity analysis.
There is also a GenericAgent job for this which rewrites the activity in the process when a check mark is set.
I noticed that you can prevent the field values from being reset by deactivating the "Add empty field value" option in the dynamic field settings.
Then no values are set to "" when switching between the activities or the GA jobs behind them.
However, this means that 1 time unit is always preselected in the activity, even if the agent does not select anything.
Since up to 3 different agents can be selected for bookings in a ticket, a time unit is also preset for agents 2 and 3 in the example. This cannot be prevented without the option in the dynamic field.
It seems to me as if the GenericAgent jobs alone are responsible for the reset.
However, I do not understand why they reset the values that have already been entered without asking.
Version is still 6.0.x
Do you have any idea how the field values can be prevented from being reset in this case and can you explain what is happening here?
I have currently set up a process with some dynamic fields so that agents can note their working times for tickets.
There are the dynamic fields employee name (dropdown), time units (dropdown) and start date (Date/Time).
In a "Solution" activity there is a checkmark "Create Time booking"
If the checkmark is set here and "Submit" is pressed, a TransitionAction ensures that a "TicketCreate" is triggered and a new ticket is created in the TimeBooking queue.
The TimeBooking ticket also pulls the values of the selected bookings into the new ticket in the transition.
Our ERP then books the employee times via a soap query.
This is working great so far, but there is a big problem:
After the transition, a new activity apparently has to be integrated into the process to which we switch.
So we switch from the Solution activity to Dummy_Solution.
Then you go back to the solution via the GenericAgent job.
Now the problem:
Strangely, the contents of the time units that were set via the dropdown are emptied in the original ticket.
The change from, for example, "3" to "" can also be seen in the history.
Case 2:
The same thing happens if the agent is in the solution but has to go back to the previous activity analysis.
There is also a GenericAgent job for this which rewrites the activity in the process when a check mark is set.
I noticed that you can prevent the field values from being reset by deactivating the "Add empty field value" option in the dynamic field settings.
Then no values are set to "" when switching between the activities or the GA jobs behind them.
However, this means that 1 time unit is always preselected in the activity, even if the agent does not select anything.
Since up to 3 different agents can be selected for bookings in a ticket, a time unit is also preset for agents 2 and 3 in the example. This cannot be prevented without the option in the dynamic field.
It seems to me as if the GenericAgent jobs alone are responsible for the reset.
However, I do not understand why they reset the values that have already been entered without asking.
Version is still 6.0.x
Do you have any idea how the field values can be prevented from being reset in this case and can you explain what is happening here?
Statistics: Posted by zezinho — 18 Jun 2024, 13:04 — Replies 1 — Views 45