Can otrs auto fill the subject ,the text and the dynamic field with the customer attribute?

[vincent87]

When create a new ticket ,Can otrs auto fill the subject ,the text and the dynamic field with the customer attribute (such as customer ID, Customer Username) after i select a customer . Any one know about this ?

[RStraub]

Yes, with javascript in the according template file.

[vincent87]

@RStraub can you tell me how can i realize the autofill? since i am not familer with the script, can you share the java script ? thank you!

[RStraub]

Should be in the forum somewhere. Here is what you need to do:

1) Uncomment and edit the template at the bottom of your template fiel, e.g.:

Code: Select all

<form action="[% Env("CGIHandle") %]" method="post" enctype="multipart/form-data" id="HiddenForm">
    <input type="hidden" name="Action" value="[% Env("Action") %]"/>
    <input type="hidden" name="Subaction" value="StoreNew"/>
    <input type="hidden" name="FormID" value="[% Data.FormID | html %]"/>
    <input type="hidden" name="CustomerUser" value="DefaultUserName"/>
    <input type="hidden" name="Dest"/>
    <input type="hidden" name="NextStateID" value="new" />
    <input type="hidden" name="ExpandCustomerName" value="2"/>
    <input type="hidden" name="Body" value="Problem/Description:<br />Current state/behavior:<br/>Expected state/behavior:<br />Scenario:<br />Workaround:"/>
</form>

2) Locate the "JSOnDocumentComplete" block of the field you want the template to trigger on, we used it on "Dest". Add the javascript to set values and trigger the template, e.g.:
(If the Queue name matches Development, submit the template, if not, change values and submit it then.)

Code: Select all

   var custUser = '$Env{"UserLogin"}';
   
   if (strDest.match(/(.*)\|DEVELOPMENT(.*)/gi)) {
      $('#HiddenForm').submit();
   } else if (strDest.match(/(.*)\|SUPPORT(.*)/gi)) {
        $('#HiddenForm input[name=ServiceID]').val('3');
        $('#HiddenForm input[name=CustomerUser]').val(custUser);
        $('#HiddenForm').submit();
   }

I think there might be a problem when you want to use this for the customer user, as the autocomplete function inputs the Customer and does not trigger a change event.