CustomerTicket Free Text Fields

[mortiinn]

Hallo,
is it possible to customize the customer frontend in the way that one customergroup or customer can see and fill free text fields in the customer.pl and another group or customer is not able to see the free text fields?
If it is possible how can i realize this?
Thanks in advance
mortiinn

[crythias]

Yes. http://forums.otrs.org/viewtopic.php?f=60&t=8032

You can set specific queues for specific customers in Customer Groups.

[gulas]

Hello..

im new in OTRS and i need an important help

i want to show some aditional FreeText but only when i select one specific queue.
Example:
"when i choose " :: queue : item
" Show this field " :: name: ____________

another problem

i need to have another aditional field but only allows to put numbers, and shows this text.
Example:

hours worked: ___________________ (our part)

Can someone show me how can i do this.. i already read a lot and learned something, but is not sufficient..
thank you

[crythias]

The first part has already been answered at the link. The second part is called the Time Accounting package.

[gulas]

yes .. i see but its not working for me, because in the freeticket i can not put more than 2 option to choose in the combo box

can you show me how i get the "type" appears only when a choose the specific queue ?

example : queue : A
type : x,z,y

[crythias]

I believe you can click the plus and add additional entries in ticketfreetext.

[gulas]

ups, sorry, this problem i solved.. its not this what i want to say..

can i get a field from freeticket just only to put numbers in the customer interface ??
Example :
after solving a problem from my client i saw that i worked 3 hours and i have this field

impact: _____________

or how can i do this using timeaccounting ?

[crythias]

timeaccounting is the only way you'll get a sum of accumulated input of time for a ticket.

[gulas]

so then, there is no way to have a field to put my additional worked hours ?!?!
anyway, thanks a lot crythias

[gulas]

hello crythias,

we close this problem, but today a saw a bug on this.

i have created a free field named action to show only on queue A.
its ok, when a open a ticket in the agent interface, inside the ticket i can see this field in the information.

Problem: i have created a ticket using queue B.. but when i open the ticket in the agent interface, the field action is shown with predefined content.

how can i do this ?

[crythias]

Clear the value when changing queues, if that makes sense.
field.value=""

[gulas]

i didnt understand..

its like this:
when i create a ticket : the field action is already there (i dont want this) but anyway
i choose queue A: the field maintain
i choose queue B: the field desappears... But shows this field in agent ticket information

[crythias]

http://forums.otrs.org/viewtopic.php?p=35026#p35026

Code: Select all

      document.getElementById('TicketFreeText1').style.display = 'none';
      document.getElementById('TicketFreeText1').style.value = '';
      document.getElementById('LabelTicketFreeText1').style.display = 'none';

if you don't want them to display by default, don't put them in an if/conditional statement.

If you enable the fields, they WILL show in the ticket. But the value will be determined here.

[crythias]

If you don't want the ticket to show a given field, well, you might consider using a javascript switch/display none in the ticket show dtl. I don't know how that's possible, at the moment, unless you add a field (maybe? <span id="queuename" name="$QData{"Queue"}"></span> ) that holds the queue criteria and use javascript to switch based upon the name value of id queuename.

I'm just talking off the top of my head, here. What I'm proposing requires some development.

[gulas]

if you don't want them to display by default, don't put them in an if/conditional statement.

so .. how can i do this ?

[nickyls]

hi Experts!
we have 2 applications.in one application while moving ticket from one queue to to another we have enabled freetext1 & freetextkey1.but in second application i dont want to see that text field1 & feetext key1 while moving ticket from one queue to another queue. is it possible to show specific free text field to specific function(move/note)?
Thanks in Advance

[crythias]

Modify the appropriate .dtl with the CSS/Javascript entries according to your preferences. The basic idea of what you're asking is already here: viewtopic.php?f=60&t=8032