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Automatic start of cases

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tomolimo edited this page May 12, 2017 · 7 revisions

A case can be started during ticket creation using a 'specific expression' in the ticket description. For this you need to know the UID of the process. You may find it in the process list in the plugin ('Tools > ProcessMaker' menu):

If the description of the ticket (=content field of ticket) contains an expression that matches the following regex:
/##TicketProcess:\s*#([0-9a-f]{32})\s*##/i
Then the plugin will start the corresponding process

Examples:

  1. an email containing in the body this expression ##TicketProcess: #1195983885911cd97e490c7051924441## will create a ticket and after ticket creation the plugin will start a case from the process with UID is 1195983885911cd97e490c7051924441.
  2. a creation of a ticket via the web interface (central or simplified) with a ticket description containing ##TicketProcess: #1195983885911cd97e490c7051924441##, will start a case from the process with UID is 1195983885911cd97e490c7051924441.

Notes:

  1. Of course you can start only one process with this. And only the first matching expression will be taken into account.
  2. The writer of the ticket, will need to have the rights in one of his/her GLPI profiles on the requested process AND the rights in ProcessMaker to be assigned to the first task of this process.

Use cases

  1. Ticket creation via emails, with the 'specific expression' in the email body.
  2. Ticket creation via web interface (central or simplified), and manually writing the 'specific expression' in the ticket description.
  3. Ticket creation via a template associated to a ticket category. With the 'specific expression' already in the ticket description of the template.
  4. Ticket creation via a recurrent ticket linked to a template. With the 'specific expression' already in the ticket description of the template.
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