Znuny Open Source Ticketsystem

Hello,
Specifications:
1. OTRS 5.0.22
2. Linux Ubuntu 16.0.4 LTS
3. Mysql 5.7

References used: http://forums.otterhub.org/viewtopic.php?t=24116#

I have two queues(Logistics, Medical_Lab). A phone ticket has been generated. When a ticket has been sent to Medical_Lab, a dynamic_field_1 is meant to ...

Hello,

You will have to add the fields onto the AgentTicketEmail through SysConfig.
The topic Showing a Dynamic Field on a Screen at https://otrs.github.io/doc/manual/admin/stable/en/html/dynamicfields.html#dynamicfields-configuration shows how to display the fields on the screen. Thereafter, you ...

Crythias,

Setting agents' preferences worked well. Thanks.

Using OTRS v4.0.8 . I have queues+roles+groups well defined. On creating a ticket, it is taken to its respective queue. Unfortunately, no email notifications go out to the agents. My Sysconfig log is very clean. What could be wrong?

Hello,

I am unable to view customers after configuring Config.pm as below;

#--------CustomerUserConfig ------------------------#
$Self->{CustomerUser} = {
Name => 'Database Datasource',
Module => 'Kernel::System::CustomerUser::DB',
Params => {

Table => 'tester',
# CaseSensitive will ...

Got it working. I adjusted the format of the fields in JS. Seems the Doc elements were not being well recognised.

from
$('#DynamicField_state').parent().addClass( 'Hidden' );
$('#LabelDynamicField_state').parent().addClass('Hidden');

to

$("[id^=DynamicField_state]").parent().addClass ...

Hello good people,

I have applied js on dynamic fields in OTRS 3.X, and all worked fine. However, the same does not work for me in OTRS 4.0.8. BTW, it was a fresh installation of 4.0.8.

FrontEnd Module file: AgentTicketEmail.tt

I have three dynamic fields so far. Country, State, Kingdom. On ...

Hello,

ACLs will do the trick. They've worked for me.
viewtopic.php?f=53&t=29307&hilit=How+ca ... mic+fields

Many thanks.
I have installed 4.0.8. It works fine.

Here are the ACLs.
$Self->{TicketAcl}->{'100-continent-ACL'} = {
# match properties
Properties => {
# current ticket match properties
Frontend => {
Action => ['AgentTicketEmail'],
},
DynamicField => {
DynamicField_continent => ['africa ...

Thanks Rstraub.

Am still using 3.1.x . Am going to upgrade to test it out.

Hello guys,

I have two dynamic fields, continent and country. On selecting a continent, its respective countries should show. However, the list of countries in my drop-down remains unchanged. What could I be doing wrong?

Here are my ACLs from Config.pm.
#------------------ACLs ...

Hi,

I have created an ACL to change the values displayed in To queue field when creating new phone ticket. I expected the value in To queue to change to BridalHairTeam, but it does not.
What could I be missing? Code is here below.
$Self->{TicketAcl}->{'ACL-GeneralHairTeam-to-BridalHairTeam ...

Hello,

I managed to get the customer info. I created a new table in the otrs database with the fields I wanted to use. I mapped those fields to the ones already pre-defined by OTRS. The mapping was done in the Config.pm file as below.

# CustomerUser (customer database backend and settings)
$Self ...

Hello guys,

Am working with the AgentTicketEmail. I have a remote database with customer info. I would like to keep querying the remote DB for a particular customer as and when needed. What would you recommend? Any useful info? Am exploring External Links as per https://otrs.github.io/doc/manual ...

For some reason, God gave me a word of knowledge to remove remove the ITSM fields that had been marked "required" onto the AgentTicketEmail.dtl as configured in the SysConf console.

All is working fine. Thanks.

Am still interested in knowing how to use ACLs to hide a dynamic field as and when ...

Hi Roy,

I have disengaged the JS. Created an ACL in Kernel/Config.pm . Restarted apache. ACL does not seem to act on my dependent fields. It is supposed to hide DynamicField_typeOfHairService field after clicking on DynamicField_serviceType . Why is it that the ACL does not behave? ACL is here ...

Hello,

On the same AgentEmailTicket.dtl added 5 dynamic fields, and modified the javascript code in an effort to achieve dependent Dyanamic fields. I have a GenericAgent job running whose parameters are based on the AgentEmailTicket.dtl dynamic fields therein.

When I remove the javascript code ...

Here is the code. When I remove it from AgentTicketEmail.dtl, the ticket is created. Am afraid the fields no longer become dependent.

# --- added by simon ----
<!-- dtl:block:DynamicField_customerType -->
<div class="Row Row_DynamicField_$QData{"Name"}">
$Data{"Label"}
<div class="Field ...

Hi Mavrie,

I did make changes as advised, but the ticket is not created.

On the same AgentEmailTicket.dtl added 5 dynamic fields, and modified the javascript code. I have a GenericAgent job running whose parameters are based on the AgentEmailTicket.dtl dynamic fields therein.

When I remove the ...

Hello Crythias,

Sorry, that was my mistake.

I have added dependent dynamic fields. On clicking the Send Mail button, the ticket page just refreshes instead of submitting my ticket.
I have looked at the apache logs, show no errors. The access logs are clean as well. I seem to have done something ...

Hello people,

I created dependent dynamic fields, on hitting the Send Email button, I get the error Create New Email Ticket All fields marked with an asterisk (*) are mandatory. .

I have filled all the fields that I want to use, unfortunately the error is persistent. Your help will be appreciated ...

Hello,

The link above was helpful. Many thanks Crythias.

Regards,
Simon.

Hi,

I have 10 dynamic fields. I have begun with 4, namely;
-Customer Type
-Service Type(values: SMS, Data)
-Type of Data Service(Limited, Pay as you go,Unlimited)
-Type of Complaint(No connection, Message is shot,etc)

The display of some fields is dependent on some choices. I drew some lessons ...

Thank you Crythias.

Requirements:
We support customers with different needs. Our organisation of support is hierarchical as follows(Level 1, Level 2 and Level 3).

When a customer calls in on phone, an agent from Level1 answers to the customers.
On some days, the level1 agent may not have enough ...

Thanks Crythias for the response.

Am using LDAP. The 'To Customer' field in the create email ticket form displays the address of the mailing list. OTRS seems to look at the recipient as a customer.
On checking in the System-Logs, the ticket is filtered as a follow-up article. So it goes back to the ...

Hi All,

How can I implement a hierarchical structure of support levels in OTRS?

I have done some little work-around, but one issue still stands(an agent is the destined queue cannot view the ticket that came through email).
I have 3 levels, namely;
-Customer Support as level 1
-Junior Tech Support ...

Hi All,

@Kenmurimi,

Was the post helpful?

I have a scenario almost close to yours. I have done some little work-around, but one issue still stands(an agent is the destined queue cannot view the ticket that came through email).
I have 3 levels, namely;
-Customer Support as level 1
-Junior Tech ...