How to link dynamic fields to queues?

[marcosaps]

Hello.

I would like to be able to create a dynamic field and make it appear only in a specific queue. Is there a way to do this?

Thank you.

Marcos

[crythias]

Maybe

[marcosaps]

Maybe

Is there any plan to support this feature in OTRS out of the box? I mean, by adding a 'Queue' in the Actions section in Dynamic Fields Management, for example? I think the request of this feature is very high.

[jojo]

there is a feature add on to show/hide dynamic fields based on ACLs. (you have to be service customer to get it)

It does not make any sense to bind fields to queues as it might causes issues on ticket move

[crythias]

I can't tell you the plans of the programmers, because I don't know the answer.
To do this server side isn't exactly trivial and could theoretically add more questions than currently. (Specifically, I can tell you that the question of "Why isn't my field showing for this [ticket]?" is likely to overtake this forum.)

[marcosaps]

there is a feature add on to show/hide dynamic fields based on ACLs. (you have to be service customer to get it)

It does not make any sense to bind fields to queues as it might causes issues on ticket move

I really don't understand how you can say that it does not make any sense to bind fields to queues. If you say this from the issues that would arise from a technical standpoint because the way OTRS is designed I can understand. But even this is not a problem with the feature, but a problem with the way OTRS is designed internally that doesn't take into account a feature like this from the very beginning. So it is very hard to change now.

But the feature does make sense. Some departments in a company want some specific fields that are not necessary in others departaments. And these fields are really required for those departments. I don't want to see these fields in all departments as they don't even make sense. OTRS, in this case, is taking the all or nothing approach regarding dynamic fields (either you associate a dynamic field with all departments or tickets or don't even think of creating one).

[jojo]

there are other ways to achive this, like the TicketForms Addon or the Process Feature within OTRS

[marcosaps]

there are other ways to achive this, like the TicketForms Addon or the Process Feature within OTRS

Could you provide links to these two informations so that I can have a look at them? And by the way, which one do you recommend?

[jojo]

the process feature ist build in. http://www.youtube.com/watch?v=piY4nZsmrOg

the other one is a feature add exclusivly available for service customers

[marcosaps]

Thank you.