[SOLVED] Display FreeText field based on State

[jakezp]

Hi All,

I am quite new to OTRS setup / configuration and customisation.

I need to know how to disply freetext fields based on the state of the ticket.

Example:
If the state type is 'new' -> display FreeText fields 1 2 3
If the state type is 'open' -> display FreeText fields 4 5
If the state type is 'pending reminder' -> display FreeText fields 67

I don't know if this is possible?

Please advise if this is possible? And if so, how would I go about getting this done.

Thanks,

Jakez

[crythias]

http://forums.otrs.org/viewtopic.php?f=53&t=11442

[jakezp]

Thanks for the quick reply crythias,

I have been reading and trying to follow: http://forums.otrs.org/viewtopic.php?f=60&t=8032 for the last couple of days...

I have actually posted a quested in that post as well, but it is subject to approval from admin so it is not showing up yet.

If I can get either one of the 2 ways working viewing / hiding according to view / state it would be awesome.

Could you please assist further?

If you want, I can mail you my original post from topic: http://forums.otrs.org/viewtopic.php?f=60&t=8032

Thanks

[crythias]

Your code is not based upon state, but of queue.

[jakezp]

Hi again...

I would like to get it work based on state or queue. Either way will work.

Please can you please look at my last post on http://forums.otrs.org/viewtopic.php?f= ... 549#p44549 and help me get it working.

Thanks,

[crythias]

You haven't explained what doesn't work. And you haven't explained where you have put the code. Show me:
in what file you've put the code,
sample location of the code (surrounding before and after a few lines)
what OTRS interface you're using to achieve the desired result,
what happens when you do whatever change
any error messages.

[jakezp]

As per the post, at the moment, I am not sure which file to put my code in to active it for agents when they create new notes.

So I have the code, which I believe is correct. I just need to know which file to put it in...

When I put it at the bottom of Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl just before the very last </script>

I get a result of undefined in the Text Editor field and all my FreeText fields are active. I have tested this is QueueA B and C.

If I put it in other files, I get nothing but the original note with all FreeText fields showing...

Other than 'undefine' being displayed in the text field, I get no other errors on screen...

PS. Struggling to connect my my server now, so cannot give specific location in Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl, but it is the very last <script type="text/javascript"> section...

Ill post directly when I can connect again...

[jakezp]

Hi again...

As promised....

Here is the code I have in /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl

Code: Select all

#Layers
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    Core.Agent.TicketAction.Init();
//above two lines are already there
function nonetext() {
      document.getElementById('TicketFreeText1').style.display = 'none';
      document.getElementById('LabelTicketFreeText1').style.display = 'none';
      document.getElementById('TicketFreeText2').style.display = 'none';
      document.getElementById('LabelTicketFreeText2').style.display = 'none';
      document.getElementById('TicketFreeText3').style.display = 'none';
      document.getElementById('LabelTicketFreeText3').style.display = 'none';
      document.getElementById('TicketFreeText4').style.display = 'none';
      document.getElementById('LabelTicketFreeText4').style.display = 'none';
}
switch ($('#Dest').val() ) { //this is where the queue is relevant (Dest = Queue)
    case  "14\|\|QueueA": 
      document.compose.RichText.value = "This is QueueA"; 
      nonetext();
      document.getElementById('TicketFreeText1').style.display = 'block';
      document.getElementById('LabelTicketFreeText1').style.display = 'block';
      document.getElementById('TicketFreeText2').style.display = 'block';
      document.getElementById('LabelTicketFreeText2').style.display = 'block';
    break;
    case "16\|\|QueueB": 
      document.compose.RichText.value = "QueueB";
      nonetext();
      document.getElementById('TicketFreeText3').style.display = 'block';
      document.getElementById('LabelTicketFreeText3').style.display = 'block';
      document.getElementById('TicketFreeText4').style.display = 'block';
      document.getElementById('LabelTicketFreeText4').style.display = 'block';
    break;
    default:
      document.compose.RichText.value = $('#Dest').val(); 
      nonetext();
}
// the following two lines are the existing last two lines
//]]></script>
<!--dtl:js_on_document_complete-->

Thanks again for assisting...

[jakezp]

Another update....

Ok, im starting to get somewhere, I think...

If I change code as below, the value in the text field change to "Default".

Code: Select all

#Layers
<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
    Core.Agent.TicketAction.Init();
function nonetext() {
      document.getElementById('TicketFreeText1').style.display = 'none';
      document.getElementById('LabelTicketFreeText1').style.display = 'none';
      document.getElementById('TicketFreeText2').style.display = 'none';
      document.getElementById('LabelTicketFreeText2').style.display = 'none';
}
switch ($('#Dest').val() ) { //this is where the queue is relevant (Dest = Queue)
    case "14\|\|QueueA":
      document.compose.RichText.value = "QueueA";
      nonetext();
      document.getElementById('TicketFreeText1').style.display = 'block';
      document.getElementById('LabelTicketFreeText1').style.display = 'block';
    break;
    case "16\|\|QueueB":
      document.compose.RichText.value = "QueueB";
      nonetext();
      document.getElementById('TicketFreeText2').style.display = 'block';
      document.getElementById('LabelTicketFreeText2').style.display = 'block';
    break;
   default:
      document.compose.RichText.value = "Default";
#      document.compose.RichText.value = $('#Dest').val();
      document.getElementById('TicketFreeText1').style.display = 'none';
      document.getElementById('LabelTicketFreeText1').style.display = 'none';
      document.getElementById('TicketFreeText2').style.display = 'none';
      document.getElementById('LabelTicketFreeText2').style.display = 'none';
}
//]]></script>
<!--dtl:js_on_document_complete-->

So I believe, the 'undefine' message returned previous had to do with the fact that #Dest is undefined?

I then did a search on Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl for '#dest' and found a couple of results. Doing the same on Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl only shows results for Modified code...

I dont know too much about coding etc, but is this an indication that #Dest is not defined? And if so, how would I fix it?

Is there any code I can add from CustomerTicketMessage.dtl to AgentTicketActionCommon.dtl ?

Thanks...

[crythias]

Just wanted to remind you to look at http://forums.otrs.org/viewtopic.php?f= ... 549#p43215 and although it says AgentTicketPhone, it should likewise apply to AgentTicketEmail. (after Core.AJAX.FormUpdate/Line 77)

You probably should stay out of AgentTicketCommon.dtl. It isn't necessarily relevant (unless you have documentation otherwise).

As for AgentTicketNote ... I have no good answer at this time.
For AgentTicketCompose, it's probably among what I've already said.

[jakezp]

Hi crythias,

Thanks for the update.

I have been playing around and messing around, etc.

I have got a little more details. And possible ways of doing this. But I would need you to help me as I am not to great with the coding etc..

I have found the following:

The code I have in Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl works perfectly, except for the fact that Dest is not defined... Hence my error of undefined.

I then went a bit further and messed around a bit more...

I added the following to /Kernel/Output/HTML/Standard/AgentTicketNote.dtl

Code: Select all

<input id="Dest" type="hidden" value="17||QueueA" />
//------ below already in file
$Include{"AgentTicketActionCommon"}

The moment I do this, the FreeTextFields display perfect - hiding the correct one and show the correct one. I then change the entry in /Kernel/Output/HTML/Standard/AgentTicketNote.dtl to 18||QueueB
and once again it hides and displays the fields correctly.

This brings me closer to what I want but still need to get the value to be populated based on the queue the ticket is in.

Any ideas thus far?

I went a step further and looked for data in Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl that can assist and found the following:

Code: Select all

<!-- dtl:block:HeaderAgentTicketAddtlITSMField -->
# ---

                : $Data{"TicketNumber"} - $QData{"Title","60"}
            </h1>

<!-- dtl:block:TicketBack -->

I then changed this to

Code: Select all

<!-- dtl:block:HeaderAgentTicketAddtlITSMField -->
# ---

                : $Data{"TicketNumber"} - $QData{"Title","60"}
/----- new entry below
                : $Data{"QueueID"}
            </h1>

<!-- dtl:block:TicketBack -->

When I refreshed I got the following at the top of the page:

Add Note to Ticket : 700018 - Ticket - test : 17

instead of

Add Note to Ticket : 700018 - Ticket - test

The 17 being my QueueID as per the database.

So my question, is it at all possible to change this code:

Code: Select all

function nonetext() {
      document.getElementById('TicketFreeText1').style.display = 'none';
      document.getElementById('LabelTicketFreeText1').style.display = 'none';
      document.getElementById('TicketFreeText2').style.display = 'none';
      document.getElementById('LabelTicketFreeText2').style.display = 'none';
}
var $Dest=$Data{"QueueID"};
switch ($('#Dest').val() ) { //this is where the queue is relevant (Dest = Queue)
    case "17\|\|QueueA":
      document.compose.RichText.value = "Q a";
      nonetext();
      document.getElementById('TicketFreeText1').style.display = 'block';
      document.getElementById('LabelTicketFreeText1').style.display = 'block';
    break;
    case "18\|\|QueueB":
      document.compose.RichText.value = "Q b";
      nonetext();
      document.getElementById('TicketFreeText2').style.display = 'block';
      document.getElementById('LabelTicketFreeText2').style.display = 'block';
    break;
   default:
      document.compose.RichText.value = $('#Dest').val();
      document.getElementById('TicketFreeText1').style.display = 'none';
      document.getElementById('LabelTicketFreeText1').style.display = 'none';
      document.getElementById('TicketFreeText2').style.display = 'none';
      document.getElementById('LabelTicketFreeText2').style.display = 'none';
}

To use $Data{"QueueID"} instead of #Dest?

If at all possible, it would be great if you can show me what changes to make to your code...

Thanks,

[crythias]

you can set .value to anything you want, even $Data{"Queue"}

You can even switch on that.

Dest is a construct for the form, but doesn't have anything to do with the *current* value of the Queue

But think about it. If you're switching based upon QueueID, it's a number, so your case should only be numbers.

[jakezp]

WOOOOOHOOOOO !!!

I got it !!!

I dont know if this is the best way to do it, but it seems to work...

Perhaps you know of a better, more elegant way, but this works for me:

In Kernel/Output/HTML/Standard/AgentTicketNote.dtl, add

Code: Select all

<input id="Dest" type="hidden" value="$Data{"QueueID"}" />

before

Code: Select all

$Include{"AgentTicketActionCommon"}

Then in Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl, add

Code: Select all

function nonetext() {
      document.getElementById('TicketFreeText1').style.display = 'none';
      document.getElementById('LabelTicketFreeText1').style.display = 'none';
      document.getElementById('TicketFreeText2').style.display = 'none';
      document.getElementById('LabelTicketFreeText2').style.display = 'none';
}
switch ($('#Dest').val() ) { //this is where the queue is relevant (Dest = Queue)
    case "17": // Queue ID as per the database
      document.compose.RichText.value = "Q a";
      nonetext();
      document.getElementById('TicketFreeText1').style.display = 'block';
      document.getElementById('LabelTicketFreeText1').style.display = 'block';
    break;
    case "18": //Queue ID as per the database
      document.compose.RichText.value = "Q b";
      nonetext();
      document.getElementById('TicketFreeText2').style.display = 'block';
      document.getElementById('LabelTicketFreeText2').style.display = 'block';
    break;
   default:
      document.compose.RichText.value = $('#Dest').val();
      document.getElementById('TicketFreeText1').style.display = 'none';
      document.getElementById('LabelTicketFreeText1').style.display = 'none';
      document.getElementById('TicketFreeText2').style.display = 'none';
      document.getElementById('LabelTicketFreeText2').style.display = 'none';

This way all works out perfectly.

I am sure now we can use States etc....Any value really...

Thanks...

[jakezp]

Thanks man...

Looks like we posted at the same time....

I got it working.

Thanks for all the assistance...

Would not have been able to do it without you pointing me in the correct direction....

Thanks

[crythias]

You don't have to set Dest. You only have to switch on QueueID.

<input id="Dest" type="hidden" value="$Data{"QueueID"}" />
is the same concept as Dest.val = QueueID

and later ...
switch ($('#Dest').val() )
can simply be

switch ($Data{"QueueID"})