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