OTRS 6: Making Dynamic Fields show up in Ticket Overview and Ticket Search

[DBar]

Hi guys,

I have created a dynamic field and I have managed to add it to the Ticket Creation Screen.

Thr first problem is that its value only shows up in the tickets history, which is unconvenient. It would be better if it would be located in the Ticket Information.

Secondly, there is currently no way to search for tickets using its value, which is kind of the point of the dynamic field.

Does anybody know how to apply these changes?

Best,
David

[skullz]

It still in the System Configuration..

Look for setting for the almost same name with screen name

Example: Frontend → Agent → View → TicketZoom for setting in ticket zoom screen

[DBar]

Thanks for the reply skullz,

but I still couldn't make it work. I couldn't find anything under Frontend::AgentView. There multiple Configs under Frontend::AgentTicketZoom though. I tried adding my dynamic field to Ticket::Frontend::AgentTicketZoom###DynamicField, but it didn't show up yet.

Could you name the exact confics that have to be modified for the dynamic field to show up in the Ticket View and in the Ticket Search?

Best,
David

[wurzel]

Hi,

check the docs.
https://doc.otrs.com/doc/manual/admin/6 ... mic-fields

Everything is in there

Flo

[DBar]

Hi,

check the docs.
https://doc.otrs.com/doc/manual/admin/6 ... mic-fields

Everything is in there

Flo

Thanks for the reply Flo,

but the docs suggest that I have to edit Ticket::Frontend::AgentTicketZoom###DynamicField for my Dynamic Field to show up there. I tried adding two of my custom dynamic fields there, but nothing shows up yet... I have definately deployed the changes, and I have cleared the cache and restarted the system.

Best,
David

[wurzel]

Hi,

show your dynamic field please. Is it a article dynamic field or a ticket dynamic field?

Flo

[DBar]

Hi,

show your dynamic field please. Is it a article dynamic field or a ticket dynamic field?

Flo

I have already managed to get the dynamic field to show up in the print view of the tickets and in the ticket creation, so I'm pretty shure its a ticket dynamic field.

[DBar]

Hi,

show your dynamic field please. Is it a article dynamic field or a ticket dynamic field?

Flo

I have already managed to get the dynamic field to show up in the print view of the tickets and in the ticket creation, so I'm pretty shure its a ticket dynamic field.

I managed to add the field to the TicketSearch by looking up every setting in the config, which contains an existing and working dynamic field, and then just adding my new one to it.

It still doesn't show up in the TicketInformation though. Only under Notes, under the Print View and in the tickets history.

[skullz]

For zoom view the setting should be as below.

Screenshot_20200728-210432.jpg

Screenshot_20200728-210516.jpg

If still not appear, maybe just maybe, somebody do some changes at code level..

Kernel/Output/HTML/TicketZoom/TicketInformation.pm

[zzz]

Take note that AgentTicketZoom will only show the dynamic field (ticket) if it's not empty.

— Emin

[DBar]

For zoom view the setting should be as below.

Screenshot_20200728-210432.jpg

Screenshot_20200728-210516.jpg


If still not appear, maybe just maybe, somebody do some changes at code level..

Kernel/Output/HTML/TicketZoom/TicketInformation.pm

Thats what I did... Do you have any idea on what I should do with the TicketInformation.pm?

[DBar]

Take note that AgentTicketZoom will only show the dynamic field (ticket) if it's not empty.

— Emin

Thanks Emin for the advice, its not empty though.

[skullz]

For zoom view the setting should be as below.

Screenshot_20200728-210432.jpg

Screenshot_20200728-210516.jpg


If still not appear, maybe just maybe, somebody do some changes at code level..

Kernel/Output/HTML/TicketZoom/TicketInformation.pm

Thats what I did... Do you have any idea on what I should do with the TicketInformation.pm?

I assumed you are on otrs 6,

just compare it (its also maybe under Custom directory) with https://github.com/OTRS/otrs/blob/rel-6 ... rmation.pm

Also the template file,
https://github.com/OTRS/otrs/blob/rel-6 ... rmation.tt

Apart from that, no idea..maybe try to reset the dynamic field ticket zoom setting and try again..