[SOLVED] Dynamic Fields - OTRS::ITSM

[diemx]

Hi there,

I just met today the OTRS, downloaded and installed the OTRS 4.0.8 on CentOS then I installed the add-on OTRS :: ITSM and now I have thousands of doubts!

As a test I'm trying to create a simple SPOC (Single Point Of Contact), with a classification of structure levels, automatic prioritization matrix (SLM) for each service and an approval process ... but we will by parties. lol

* Dynamic Fields - I created all fields (dropdown) targeting the adopted classification model.

First question - How do I show these dynamic fields that I created the ticket layout?
Second question - Is it possible to put together a layout according to my need?
Second question - How do I show a new option "New Ticket" as the attached picture.

Guys, I'm sorry my ignorance, but part of all learning.

Thank you all.

[RStraub]

Welcome to OTRS

Okay, the first one is kinda confusing for beginners, but it makes more sense once you get the knack of it. Navigate in the Admin view to SysConfig, Select Ticket in the dropdown and then decide where you want to view the fields:
- New Phone Ticket? Click on Frontend::Agent::Ticket::ViewPhoneNew
- New Mail Ticket ? Click on Frontend::Agent::Ticket::ViewMailNew
- Adding a Note? ... etc.

Basically per view you have to enable them. In each setting theres a Hash ending in ###DynamicField. There you have to enter the names of your fields.

As for you second question: It is possible, but you'd have to change the template file. The template file is written in a mix of Template Toolkit and HTML.

As for your second second question: I don't understand what you want. A new entry ? A entry renamed ?

[diemx]

Hi RStraub.

Thank you for answer, exactly I wanna a new renamed entry.
hehe It's confusing.

Thank you again!

[RStraub]

If you say "new renamed" that doesn't clear things up

Let's assumed you want an existing entry be renamed. Let's assume you want to rename "New Phone Ticket" to "New Ticket".

Navigate to Admin -> SysConfig -> Ticket -> Ticket -> Frontend::Agent::ModuleRegistration, then find the entry "Frontend::Module###AgentTicketPhone" and change the name below "NavBar:" to whatever you want.

[diemx]

LOL... You are the best, It's exactly that!

Thanks again friend!