Depending Dynamic Field Process Ticket on Web Portal

[retro2707]

Hi and thanks for reading.

We have a large number of processes and currently when a customer wants to select one they needsto look through a long list of processes to find the one they want.

If its possible with OTRS I would like to offer them a dropdown box initially with Type and depending on what the customer chooses, only a subset of the options appear in the Process dropdown (shown below).

Is this possible? Im still finding my way with OTRS and would appreciate any help on this

2014-10-29 09_29_34-Process ticket - Ticket - OTRS ITSM 3.3.9.png

[crythias]

ACL?

[retro2707]

Hi crythias,

That is a good idea yes, I could see ACL's working. My first issue is that for some reason I cant even get the Dynamic Field I created to show in CustomerTicketProcess.

I have tried adding extra text to the page and that works so im definitely modifying the right file, but the drop-down doesn't seem to appear. I have created the Dynamic Field as Type Ticket-Dropdown. Is that correct?

See code below (just shows up to the line before the "on document complete"):

Its probably something obvious im doing wrong!

Code: Select all

# --
# CustomerTicketProcess.dtl - provides HTML for CustomerTicketProcess.pm
# Copyright (C) 2001-2014 xxx, http://otrs.com/
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --
<!-- dtl:block:RichText -->
<script src="$Config{"Frontend::RichTextPath"}ckeditor.js" type="text/javascript"></script>
<!-- dtl:block:RichText -->

&nbsp;&nbsp;
<li><strong>&ensp;$Text{"Please select from the list below:"}</strong><li>
<li>&ensp;$Text{"1.  Equipment Request - For requesting PC, telephony and general IT equipment"}
<li>&ensp;$Text{"2.  Mobile User Request - For laptop, mobile phone and remote access"}
<li>&ensp;$Text{"3.  New System Request - For requesting a new IT system"}
<li>&ensp;$Text{"4.  Software Request - For requesting new software installation and licenses"}

<div id="MainBox" class="TicketProcess ARIARoleMain">
    <div class="Content">
        <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose" id="NewProcessTicket" class="Validate PreventMultipleSubmits">
            <input type="hidden" name="Action" value="$Env{"Action"}"/>
            <input type="hidden" name="Subaction" value="DisplayActivityDialog"/>
            <input type="hidden" name="FormID" value="$QData{"FormID"}"/>
            <fieldset>
                <div>
<!-- dtl:block:DynamicField_TypeDropDown -->
                    <div class="Row Row_DynamicField_$QData{"Name"}">
                        $Data{"Label"}
                        <div class="Field">
                            $Data{"Field"}
                        </div>
                        <div class="Clear"></div>
                    </div>
<!-- dtl:block:DynamicField_TypeDropDown -->
<!-- dtl:block:ProcessList -->
                    <label class="Mandatory" for="ProcessEntityID"><span class="Marker">*</span>$Text{"Process"}:</label>
                    $Data{"ProcessList"}
                    <div id="ProcessEntityIDError" class="TooltipErrorMessage"><p>$Text{"This field is required."}</p></div>
                    <div id="ProcessEntityIDServerError" class="TooltipErrorMessage"><p>$Text{"This field is required."}</p></div>
                </div>
                <div class="Spacing Clear"></div>
<!-- dtl:block:ProcessList -->
            </fieldset>
        </form>
        <div id="AJAXLoader" class="Spacing Center Hidden">
            <span class="AJAXLoader" title="$Text{"Loading"}"></span>
        </div>
        <div id="ActivityDialogContent"></div>
    </div>
</div>