Bug - Process Ticket Creation sets Agent as Sender of Article instead of Customer

[jtrumm]

Environment

• Server OS: Debian 11
• Browser: Firefox
• Znuny version: LTS 6.5.3 + LTS 6.5.14

Expected behavior

During creation of a Process ticket which includes a phone type article the sender should be set to the customer to be consistent with the behaviour of the Phone ticket creation.

In the ticket history the action should recorded as 'Added phone call from customer. (PhoneCallCustomer)'.

Alternatively the process management configuration could be extended to distinguish between Phone Call Inbound and Phone Call Outbound as communication channel in the process configuration. This would allow more flexibility in the process configuration and allow selecting if the agent or the customer shall be recorded as sender.

Actual behavior

The agent who is creating the process ticket is set as sender of the phone type article. This is inconsistent with the Phone ticket creation which sets the customer as sender as expected. Upon replying via email to the ticket the customer is added to the CC field and the TO field remains blank.

In the ticket history the action is recorded as 'Added phone call to customer. (PhoneCallAgent) '.

How to reproduce

Steps to reproduce the behavior:

An example process to reproduce the issue is attached: Export_ProcessEntityID_Process-72c10cdd4cae3c1b79c7951e2844cb72.zip

1. Create a process in the Process Management module which collects at least the fields CustomerID and Article. The communication channel of the Article should be Phone. See the attached process for an example.
2. Deploy the process.
3. Create a new process ticket based on the previously created process.
4. Fill in the Customer User, Subject and Text fields and submit the ticket.
5. The Sender field is set to the agent who has created the ticket instead of the selected customer.

Screenshots

[rkaldung]

@jtrumm I tried to verify this issue with your example process but it showed me PhoneCallAgent:

The only difference is that I verified it against Znuny LTS 6.5.14. Could you check this too?

[jtrumm]

Hi @rkaldung , thanks for looking into this. Unfortunately I mixed the up ticket history descriptions in the expected and actual behaviour. My apologies about that. I have corrected the description now.

I expect the process to log a PhoneCallCustomer like the Phone ticket creation does, but currently it logs a PhoneCallAgent, as shown in your screenshot.

Right now I do not have an LTS 6.5.14 installation ready, but I can try to install a testing environment with this version in the next few days.

[jtrumm]

I have installed a LTC 6.5.14 test environment today and the behaviour is reproducible there. The agent who creates the ticket is set as sender of the article instead of the customer.