OTRS and EriZone are widely used as trouble ticketing systems. They have a rich set of standard common ticket actions used for ticket management. Some common actions are used for ticket classification – “Priority and Services”, “Additional ITSM Fields”, “Queue” – others for role assignment – “Owner”, “Customer” – still others for communication – “Note”, “Phone call inbound/outbound” and so forth. All available common actions can be selected from the ticket menu bar:
On the other hand, another very powerful feature of EriZone/OTRS is process management. Indeed, you can define quite complex workflows in order to match your business processes. In this case, the different actions available in each process step can be found in the separate process action menu bar. Sometimes though, it might be necessary to use an existing common ticketing action in a particular process step: imagine recording an outbound phone call or performing a more complicated operation such as opening a Jira issue. It could become confusing to use actions from different menu bars in the process steps. That is why in EriZone we implemented a simple way to initiate common actions via a process activity dialog. This way you have all the necessary actions for process management in one place: the process action menu bar. The screenshot below illustrates this.
You can configure this feature in just two steps:
1. Create an empty ActivityDialog for your process using the process management configuration section. Put that ActivityDialog in the desired process step (Activity).
Here you can see an example using the JIRAIssue ActivityDialog:
2. From the Admin menu, choose Sysconfig > EriZone Core > OutputFilter, then enable the output filter Frontend::Output::FilterElementPost###ProcessActivityDialogToAction.
Finally, add the mapping between the ActivityDialog name and the Common Action as shown:
That’s all there is to it.