Agent Preferences - How to add a field

Post by **crythias** » 01 Apr 2013, 20:51

"How do I add an extra field (for instance, phone number) to the Agent DB?"

This is really simple. Create a file (otrs/Kernel/Config/Files/AgentPrefs-myfield.xml)

Code: Select all

<?xml version="1.0" encoding="utf-8" ?>
<otrs_config version="1.0" init="Framework">
    <ConfigItem Name="PreferencesGroups###MyField" Required="0" Valid="1">
        <Description Translatable="1">A message that indicates what this field is for.</Description>
        <Group>Framework</Group>
        <SubGroup>Frontend::Agent::Preferences</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::Output::HTML::PreferencesGeneric</Item>
                <Item Key="Column">Other Settings</Item>
                <Item Key="Label" Translatable="1">MyFieldName</Item>
                <Item Key="Key" Translatable="1">MyFieldName</Item>
                <Item Key="Block">Input</Item>
                <Item Key="Data">$Env{"UserMyField"}</Item>
                <Item Key="PrefKey">UserMyField</Item>
                <Item Key="Prio">6100</Item>
                <Item Key="Active">1</Item>
            </Hash>
        </Setting>
    </ConfigItem>
</otrs_config>

Note that "Prio" must NOT collide with another entry on the same page.

handyman · Post by **handyman** » 25 Jul 2013, 15:37

After u replied to my forum post I tried that out and wondered why it did not integrated into my OTRS. Prolly the path is wrong? Shouldn't it be otrs/Kernel/Config/Files/AgentPrefs-myfield.xml)?

pacal · Post by **pacal** » 09 Oct 2013, 18:22

Hi Guys,

I had the same problem... Are you sure about the path?
Thanks,
Javier

pacal · Post by **pacal** » 11 Oct 2013, 14:32

forget my previous message, I forgot to put my glasses... Everything works perfectly!

rey90 · Post by **rey90** » 20 Jun 2014, 14:16

not for me. Any hint where to have a look? Debugging options?

DBSRAJW · Post by **DBSRAJW** » 11 Sep 2014, 14:07

As so often reading ideas about enhancements of crythias; they are running fine! Really, I appreciate your work and it helped me already so often, thank you very much for helping!

I added several ConfigItems to my configuration and made some changes regarding the preferences, I would like to share with the community.

And one important step: after uploading the file to the otrs folder Kernel/Config/Files/ the admin has to go at least 1 time to >>admin >> SysConfig to rebuild the new config of OTRS.
Afterwards a new SysConfig entry in Framework -> Frontend::Agent::Preferences is added for each ConfigItem, you added via the xml file.

Additionally the new field content can be added via Preferences (below the password field) and the fields are available in the signatures for example using this format:

Format in XML File:

Code: Select all

                <Item Key="Data">$Env{"UserMyFieldDepartmentCode"}</Item>
                <Item Key="PrefKey">UserMyFieldDepartmentCode</Item>

Format to be used e.g. as signature:

Code: Select all

Mit freundlichen Grüßen / Best regards
<OTRS_Agent_UserFirstname> <OTRS_Agent_UserLastname>

<OTRS_CURRENT_UserMyFieldPosition>
<OTRS_CURRENT_UserMyFieldDepartment>
[i]
Name of company 
Address of company[/i]
Tel.: <OTRS_CURRENT_UserMyFieldPhoneNo>
Mobil:  <OTRS_CURRENT_UserMyFieldMobileNo>
E-Mail (for topic replies): [i]system-email-address[/i]
E-Mail (personal to creator): <OTRS_CURRENT_UserMyFieldEmail>

Attached you can find my own xml config file, which can be adjusted and uploaded to path mentioned above.

TamaraS · Post by **TamaraS** » 27 Mar 2015, 16:47

This is really a nice feature.
I added all fields I need. The blank fields are now available at agents preferences.

But I stuck on the Config.pm-settings to sync the new data from AD.
The part for my supportagents now looks like:

Code: Select all

$Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host1'} = 'dc1.domain.loc';
$Self->{'AuthModule::LDAP::BaseDN1'} = 'DC=domain,DC=loc';
$Self->{'AuthModule::LDAP::UID1'} = 'samaccountname';
$Self->{'AuthModule::LDAP::GroupDN1'} = 'CN=Group-otrsagents,OU=Groups,DC=domain,DC=loc';
$Self->{'AuthModule::LDAP::AccessAttr1'} = 'member'; #
$Self->{'AuthModule::LDAP::UserAttr1'} = 'DN';
$Self->{'AuthModule::LDAP::SearchUserDN1'} = 'CN=otrs,OU=Users,DC=domain,DC=loc';
$Self->{'AuthModule::LDAP::SearchUserPw1'} = 'myverysecretpassword';

$Self->{'UserSyncLDAPMap1'} =  {
  'UserEmail' => 'mail',
  'UserFirstname' => 'givenName',
  'UserLastname' => 'sn',
  'UserLogin' => 'sAMAccountName'.
  'UserMyFieldPosition' => 'title'.
  'UserMyFieldAbteilung' => 'department'.
  'UserMyFieldBuero' => 'physicalDeliveryOfficeName'.
  'UserMyFieldTelefon' => 'telephoneNumber'.
  'UserMyFieldMobil' => 'mobile'.
  'UserMyFieldFax' => 'facsimileTelephoneNumber',
  'UserMyFieldPersonaltyp' => 'employeeType',
  'UserMyFieldPersonalnr' => 'employeeID'
    };

nd0 · Post by **nd0** » 08 Apr 2015, 16:54

@TamaraS:

Code: Select all

$Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host1'} = 'dc1.domain.loc';
$Self->{'AuthModule::LDAP::BaseDN1'} = 'DC=domain,DC=loc';
$Self->{'AuthModule::LDAP::UID1'} = 'samaccountname';
$Self->{'AuthModule::LDAP::GroupDN1'} = 'CN=Group-otrsagents,OU=Groups,DC=domain,DC=loc';
$Self->{'AuthModule::LDAP::AccessAttr1'} = 'member'; #
$Self->{'AuthModule::LDAP::UserAttr1'} = 'DN';
$Self->{'AuthModule::LDAP::SearchUserDN1'} = 'CN=otrs,OU=Users,DC=domain,DC=loc';
$Self->{'AuthModule::LDAP::SearchUserPw1'} = 'myverysecretpassword';

$Self->{'UserSyncLDAPMap1'} =  {
  'UserEmail' => 'mail',
  'UserFirstname' => 'givenName',
  'UserLastname' => 'sn',
  'UserLogin' => 'sAMAccountName'. ### !!!
  'UserMyFieldPosition' => 'title'. ### !!!
  'UserMyFieldAbteilung' => 'department'. ### !!!
  'UserMyFieldBuero' => 'physicalDeliveryOfficeName'. ### !!!
  'UserMyFieldTelefon' => 'telephoneNumber'. ### !!!!
  'UserMyFieldMobil' => 'mobile'. ### !!!
  'UserMyFieldFax' => 'facsimileTelephoneNumber',
  'UserMyFieldPersonaltyp' => 'employeeType',
  'UserMyFieldPersonalnr' => 'employeeID'
    };

Please try it with "," instead of "."

n0mad · Post by **n0mad** » 21 Apr 2015, 08:43

TamaraS wrote:This is really a nice feature.
I added all fields I need. The blank fields are now available at agents preferences.

But I stuck on the Config.pm-settings to sync the new data from AD.
The part for my supportagents now looks like:

Hi Tamara

Check out this link viewtopic.php?f=62&t=24108

elitt · Post by **elitt** » 24 Aug 2015, 18:19

Is it possible to use textarea field instead of input ones ?
For example, I'd like to put the company address into the signature in that way :
<Company name>
<Street>
<City>

May I use one textarea field or must I use three input fields ?

1soproni · Post by **1soproni** » 09 Dec 2015, 09:24

crythias wrote:"How do I add an extra field (for instance, phone number) to the Agent DB?"

This is really simple. Create a file (otrs/Kernel/Config/Files/AgentPrefs-myfield.xml)

How will it survive the upgrades?
I tried to put it into otrs/Custom/Kernel/Config/Files/AgentPrefs-myfield.xml, but it didn't work

Post by **crythias** » 09 Dec 2015, 16:18

1soproni wrote:How will it survive the upgrades?
I tried to put it into otrs/Custom/Kernel/Config/Files/AgentPrefs-myfield.xml, but it didn't work

It will survive the upgrade because you will copy the file to the upgrade location.
You can put the file in otrs/Kernel/Config/Files directly and because it's a self-contained file, you can disable or add the feature simply by removing or adding the file and rebuilding config, either by command line or visiting Admin, SysConfig.

1soproni · Post by **1soproni** » 16 Oct 2018, 11:02

How does it look like in OTRS 6?
I get Message: Old ConfigItem PreferencesGroups###MyField detected in AgentPrefs-myfield.xml!

barthekk · Post by **barthekk** » 13 Dec 2018, 15:53

*Bump*. Ive got the same message Old ConfigItem PreferencesGroups###MyField

Post by **crythias** » 28 Jan 2019, 18:33

I haven't really tried this but this might work: (Kernel/Config/Files/XML/MyField.xml) Makes sure Prio doesn't conflict.

Code: Select all

<?xml version="1.0" encoding="utf-8"?>
<otrs_config version="2.0" init="Application">
    <Setting Name="PreferencesGroups###MyField" Required="0" Valid="1">
        <Description Translatable="1">A longer discription that describes what this field does</Description>
        <Navigation>Frontend::Agent::View::Preferences</Navigation>
        <Value>
            <Hash>
                <Item Key="Module">Kernel::Output::HTML::Preferences::Generic</Item>
                <Item Key="PreferenceGroup">Miscellaneous</Item>
                <Item Key="Label" Translatable="1">My Field label</Item>
                <Item Key="Desc" Translatable="1">Something that describes what this field is about.</Item>
                <Item Key="Key" Translatable="1"></Item>
                <Item Key="Prio">1234</Item>
                <Item Key="Active">1</Item>
            </Hash>
        </Value>
    </Setting>
</otrs_config>

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