The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Moderator: crythias

Post Reply
tune6688
Znuny newbie
Posts: 52
Joined: 19 Nov 2020, 14:33
Znuny / OTRS Version: 6.030
Real Name: wei

The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by tune6688 »

Dear all

The value of the dynamic field in AgentTicketPhone comes from different customer data backends.

The value of the dynamic field comes from the LDAP backend, which I have achieved, but this function can only take effect after agentticketcreate. Is there any way to apply dynamic field values in AgentTicketPhon from different customer data backends?

For example: input the customer user ID, it will display the corresponding value of the back-end database in the Department field.
1.png
2.png

Thank you for your help!
You do not have the required permissions to view the files attached to this post.
Reedu
Znuny newbie
Posts: 22
Joined: 11 Mar 2013, 15:08
Znuny / OTRS Version: Znuny 6.1.2
Real Name: Adam

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by Reedu »

Why you didn't resize customer table and integration with ldap?
You could add for example: user_dept, then add it to mapping field from ldap - last add it to screens.
tune6688
Znuny newbie
Posts: 52
Joined: 19 Nov 2020, 14:33
Znuny / OTRS Version: 6.030
Real Name: wei

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by tune6688 »

Reedu wrote: 15 Nov 2021, 09:31 Why you didn't resize customer table and integration with ldap?
You could add for example: user_dept, then add it to mapping field from ldap - last add it to screens.
The value of the dynamic field comes from the LDAP backend, which I have achieved, but this function can only take effect after agentticketcreate.
alexus
Znuny wizard
Posts: 364
Joined: 20 Sep 2010, 16:54
Znuny / OTRS Version: OTRS 6 CE
Real Name: Alexey Yusov
Company: Radiant System Group s.r.o
Location: Prague
Contact:

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by alexus »

tune6688 wrote: 15 Nov 2021, 10:07
The value of the dynamic field comes from the LDAP backend, which I have achieved, but this function can only take effect after agentticketcreate.
Please describe your process or use case. I guess you don't need additional DF on ticket create screen. You just need to fill the data in Customer backend in related attributes.
Alexey Yusov

Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal

Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
tune6688
Znuny newbie
Posts: 52
Joined: 19 Nov 2020, 14:33
Znuny / OTRS Version: 6.030
Real Name: wei

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by tune6688 »

I would like to display CI directly in ticket new interface.
Do you have any suggestions !
root
Administrator
Posts: 2993
Joined: 18 Dec 2007, 12:23
Znuny / OTRS Version: Znuny LTS and 4/5/6
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by root »

tune6688 wrote: 23 Nov 2021, 10:41 I would like to display CI directly in ticket new interface.
Do you have any suggestions !
Hi,

How is this related to your initial question?

- Roy
Znuny LTS and ((OTRS) Community Edition CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
tune6688
Znuny newbie
Posts: 52
Joined: 19 Nov 2020, 14:33
Znuny / OTRS Version: 6.030
Real Name: wei

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by tune6688 »

CI from GLPI
jojo
OTRS Employee
Posts: 14944
Joined: 26 Jan 2007, 14:50
Znuny / OTRS Version: Git Master
Contact:

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by jojo »

You would need a way to display items from an external service (database or webservice) e.g. in a dynamic field. This can be achieved with commercial add ons
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
alexus
Znuny wizard
Posts: 364
Joined: 20 Sep 2010, 16:54
Znuny / OTRS Version: OTRS 6 CE
Real Name: Alexey Yusov
Company: Radiant System Group s.r.o
Location: Prague
Contact:

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by alexus »

tune6688 wrote: 23 Nov 2021, 13:34 CI from GLPI
CI means Config Item? How is CI from GLPI related to LDAP Customer User backend?
Alexey Yusov

Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal

Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
tune6688
Znuny newbie
Posts: 52
Joined: 19 Nov 2020, 14:33
Znuny / OTRS Version: 6.030
Real Name: wei

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by tune6688 »

CI means Config Item?
Yes !

How is CI from GLPI related to LDAP Customer User backend?
Sorry.Perhaps I was not clear.

I mean that, when creating a new ticket, GLPI configuration item information can be used as a dynamic field. Since LDAP data can be used as that.
root
Administrator
Posts: 2993
Joined: 18 Dec 2007, 12:23
Znuny / OTRS Version: Znuny LTS and 4/5/6
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by root »

Hi,

How is a LDAP customer user backend related to a GLPI database and dynamic fields? There is neither a dynamic field with LDAP nor a database backend in the open-source version. There is a add-on for database at OPAR and also commercial addons for database and LDAP dynamic field.

- Roy
Znuny LTS and ((OTRS) Community Edition CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
tune6688
Znuny newbie
Posts: 52
Joined: 19 Nov 2020, 14:33
Znuny / OTRS Version: 6.030
Real Name: wei

Re: The value of the dynamic field in AgentTicketPhone comes from different customer data backends

Post by tune6688 »

Thank you for the clarification.
Post Reply