Add Ticketstate

Technical assistance
#1

Again, i need some assistence. Now i want to create a ticketstate, but it does not work.
I created the state but the code for the ui-creation fails.

irb(main):042:0> Ticket::State.create_or_update(
irb(main):043:1*   name: 'warten auf Kunde',
irb(main):044:1*   state_type: Ticket::StateType.find_by(name: 'open'),
irb(main):045:1*   created_by_id: 1,
irb(main):046:1*   updated_by_id: 1,
irb(main):047:1*   ignore_escalation: true,
irb(main):048:1* )
=> #<Ticket::State id: 8, state_type_id: 2, name: "warten auf Kunde", next_state_id: nil, ignore_escalation: true, default_create: false, default_follow_up: false, note: nil, active: true, updated_by_id: 1, created_by_id: 1, created_at: "2019-09-16 10:43:42", updated_at: "2019-09-16 10:43:42">
irb(main):049:0>
irb(main):050:0>
irb(main):051:0> attribute = ObjectManager::Attribute.get(
)
attribute.data_option[:filter] = Ticket::State.by_category(:viewable).pluck(:id)
attribute.screens[:create_middle]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:create_middle]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_new).pluck(:id)
attribute.screens[:edit]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:edit]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_edit).pluck(:id)
attribute.save!irb(main):052:1*   object: 'Ticket',
irb(main):053:1*   name: '8',
irb(main):054:1* )
=> nil
irb(main):055:0> attribute.data_option[:filter] = Ticket::State.by_category(:viewable).pluck(:id)
Traceback (most recent call last):
        1: from (irb):55
NoMethodError (undefined method `data_option' for nil:NilClass)
irb(main):056:0> attribute.screens[:create_middle]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
Traceback (most recent call last):
        1: from (irb):56
NoMethodError (undefined method `screens' for nil:NilClass)
irb(main):057:0> attribute.screens[:create_middle]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_new).pluck(:id)
Traceback (most recent call last):
        1: from (irb):57
NoMethodError (undefined method `screens' for nil:NilClass)
irb(main):058:0> attribute.screens[:edit]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
Traceback (most recent call last):
        1: from (irb):58
NoMethodError (undefined method `screens' for nil:NilClass)
irb(main):059:0> attribute.screens[:edit]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_edit).pluck(:id)
Traceback (most recent call last):
        1: from (irb):59
NoMethodError (undefined method `screens' for nil:NilClass)
irb(main):060:0> attribute.save!
Traceback (most recent call last):
        1: from (irb):60
NoMethodError (undefined method `save!' for nil:NilClass)
#2

After adding the state, something terribly went wrong and you seemed to pasted your code twice.
Let’s just ignore there’s a small issue in the documentation text which I just found thanks to double checking, you might want to run this:

attribute = ObjectManager::Attribute.get(
  object: 'Ticket',
  name: 'warten auf Kunde',
)
attribute.data_option[:filter] = Ticket::State.by_category(:viewable).pluck(:id)
attribute.screens[:create_middle]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:create_middle]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_new).pluck(:id)
attribute.screens[:edit]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:edit]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_edit).pluck(:id)
attribute.save!

And should be fine afterwards.
Please do this in a new console to ensure you’re not within strange positions right now.

#3

Mhhh… Did not work:

irb(main):003:0> attribute = ObjectManager::Attribute.get(
  object: 'Ticket',
  name: 'warten auf Kunde',
irb(main):004:1*   object: 'Ticket',
)
irb(main):005:1*   name: 'warten auf Kunde',
attribute.screens[:create_middle]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:create_middle]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_new).pluck(:id)
irb(main):006:1* )
attribute.screens[:edit]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:edit]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_edit).pluck(:id)
attribute.save!=> nil
irb(main):007:0> attribute.data_option[:filter] = Ticket::State.by_category(:viewable).pluck(:id)
Traceback (most recent call last):
        1: from (irb):7
NoMethodError (undefined method `data_option' for nil:NilClass)
irb(main):008:0> attribute.screens[:create_middle]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
Traceback (most recent call last):
        1: from (irb):8
NoMethodError (undefined method `screens' for nil:NilClass)
irb(main):009:0> attribute.screens[:create_middle]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_new).pluck(:id)
Traceback (most recent call last):
        1: from (irb):9
NoMethodError (undefined method `screens' for nil:NilClass)
irb(main):010:0> attribute.screens[:edit]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
Traceback (most recent call last):
        1: from (irb):10
NoMethodError (undefined method `screens' for nil:NilClass)
irb(main):011:0> attribute.screens[:edit]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_edit).pluck(:id)
Traceback (most recent call last):
        1: from (irb):11
NoMethodError (undefined method `screens' for nil:NilClass)
irb(main):012:0> attribute.save!
Traceback (most recent call last):
        1: from (irb):12
NoMethodError (undefined method `save!' for nil:NilClass)
#4

My bad, sorry!
We’re wrong with replacing stuff.

attribute = ObjectManager::Attribute.get(
  object: 'Ticket',
  name: 'state_id',
)
attribute.data_option[:filter] = Ticket::State.by_category(:viewable).pluck(:id)
attribute.screens[:create_middle]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:create_middle]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_new).pluck(:id)
attribute.screens[:edit]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
attribute.screens[:edit]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_edit).pluck(:id)
attribute.save!
#5

Great, it worked… I thought i had to change line 3 from “name: ‘state_id’,” to “name: ‘warten auf Kunde’,”

Sorry, but thank you for the help :man_dancing::+1::+1::+1::+1:

1 Like
#6

No worries, you got me with that as well :smiley:

#7

One question about the new state.

How can i change the ticketstatecolour of the views? :thinking:

#8

You can’t.
The indicator colors are defined by the state of the ticket:

  • grey for pending actions
  • yellowish for new / open tickets
  • orange/redish for escalated tickets
  • green for closed tickets

This can’t be changed at the time being.

#9

Ok, then it is a nice feature request :wink:

Thanx for your help again :vulcan_salute:

1 Like
#10

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