Hi Alexandres,

thanks for your request.

My team and I have never used the Process Ticket View in the OTRS customer area, because I always found the implementation rather suboptimal. Because for a customer it shouldn’t really make a difference if he opens a process ticket or a normal ticket. And there should also not be different views.

So my recommendation would be, configure everything you need within the existing dialogs and then set the process and the activity for the tickets from which a process is to be triggered immediately via a Generic Agent Job.

Would this procedure be ok for you?

Best wishes from Germany,

Stefan

good day
I recreated the example of creating a process with buying books from the manual.
Now I want customrs to be able to order books through a process.
Can you tell me how to do it

or please tell me how to convert a ticket into a process_ticket using via a Generic Agent

I will answer myself, maybe it will be useful for someone:
In Generic Agent Job Management -> Add Job -> Update/Add Ticket Attributes -> Add dynamic field
Select ProcessManagementActivityID and ProcessManagementProcessID and type value like A1, P1

Amendment
The process ID looks like Process-d574c631c69379c7811cad54f2599b4a
Activity ID is similar to Activity-cf58e7ddac8b3532313a556b831bc7c3