OTRS - support to tag tickets during ticket closure

[andreafumagalli]

Dear Community,

I'm new to the community and thank you for accepting me.

I'm a beginner in learning about the OTRS product but I couldn't find a guide that solved the problem in the online documentation.

I would like to implement ticket tagging during closing so that activities from multiple queues are categorized.

I have several queues (ex: Queue A, Queue B, Queue C, Queue D) and I would like ticket tagging during closing to be present in some of these queues (Ex: Queue A and Queue C) but not in the others. For example, I would like that when closing the incidents present in Queue A, there is a drop-down menu (e.g. Dynamic fields) with the ticket tagging (e.g. tag1, tag2, tag3, tag4...) and that the operator during closing can choose the category before closing it.

I would also like these categories to be present during the OTRS reporting.

I would like to have a step by step guide how to implement the above.

OTRS version: 6.0.15

Thanks,
Andrea

[skullz]

1. You are looking at Admin > Dynamic Fields where you can add additional field to ticket fields.

Example,

Name: ClosureTag
Label: Closure Tag
FieldType: Dropdown
Object: Ticket
Possible values:
Key: AAA Value: AAA
Key: BBB Value: BBB
Key: N/A Value: N/A

2. Enable it at Admin > System Configuration > Ticket::Frontend::AgentTicketClose###DynamicField

3. Using the ACL. However, you only can control / limit field value instead of field behavior's (shown / hide).

https://doc.znuny.org/legacy/manual/adm ... n.html#acl

[andreafumagalli]

Hi skullz,

thanks for your help and support.

We have tried your workaround but without success.

- We have created the Dynamic Fields
- We have edited the Ticket::Frontend::AgentTicketClose###DynamicField
- We saved and deployed.

But when we try to close a ticket, fields are not there. How can we fix it?

Please see our attachments.

Thanks,
Andrea

[jojo]

I doubt that your DynamicField is named Enabled

[andreafumagalli]

Hello,

Thanks a lot! Now it works.

Thanks,
Andrea