Dynamic fields in zoom view

[KCT]

My users want to be able to set the values for the dynamic fields in the zoom view for each ticket, to save having to click into separate screens for each one every time they need updating.

I've located the setting for this (under the Frontend::Agent::Ticket::ViewZoom menu) and entered the dynamic fields in the same way as I would to get them into the 'free text' screen, but they don't appear.

I'm assuming that something, somewhere in the config menus needs to be activated for this to happen, but can't find it.

Any pointers?

thx

[dwg]

I think only 'ticket' dynamic fields can be added to the ticketzoom. 'article' dynamic fields will not appear. Didn't test this but I think that's the case.

[yuri0001]

'ticket' dynamic fields displayed as FreeText/Time Fields in 3.0 in Ticket Info frame on TicketZoom View. (It work properly)(if they activated, but not entered - they don't displayed(?)
'article' dynamic fields displayed as ArticleFreeText(1-3)(in 3.0) in article view of TicketZoom View in those articles where they was created/updated(?)

[dwg]

Yes, thank you for the correction!

I just noticed that 'article' dynamic fields entered in to Ticket::ViewZoom will appear in the information area below where you select an individual article.

[KCT]

Hmm.. I've set up both but they're not showing.

Yuri - what do you mean by 'activated but not entered' - do you mean these fields will only show on the zoom screen if the agent has entered a value in them somewhere else? What I'm after is for the fields (the drop down boxes etc) to be available on the zoom screen, so that they don't have to open any other screens.

dwg - it sounds like you've got this working fine with ticket fields, can you give a little more information about how you've configured it? I'm sure I've missed something really obvious in another menu somewhere but I'm going round in circles looking for it.

Thanks

[dwg]

Hopefully I am not making this more confusing... I reread your original post and may be repeating what you already know.

See attachment for some notes/screenshots I made about dynamic fields. I wish I knew an easier way to include screenshots to a post than to make a doc and attach it.

Distinguishing between an Article dynamic field and a Ticket dynamic field.pdf

How I add dynamic fields.pdf

[KCT]

Thanks DWG.

What I was originally after was for the field as it's displayed in the 'free text' pop up screen to be shown in the area of the 'article' section of the zoom view - so that the agent would go into the zoom view from the dash and the pull-down menus/check boxes etc specified when I set up the dynamic fields would all be available to them without having to open any more screens.

But as it turns out the users are happy to do it this way afterall, so it's OK as it is!

Thanks for the documents though - when I hand this sytem over these will be very useful for explaining to the superuser how to set up any dynamic fields that they might need in future - much better than I could do it

[libras]

Thanks DWG for your document, it helped me too.
I was also having the same issue as KCT. I was trying to take input from agent in "Frontend::Agent::Ticket::ViewZoom" but I have come to the understanding that you cannot take input in "Frontend::Agent::Ticket::ViewZoom", so what I did was I added a "ticket dynamic field" in "Frontend::Agent::Ticket::ViewNote" and also added the same field in "Frontend::Agent::Ticket::ViewZoom". I entered data in the field using the note and as soon as the field had data in it, it automatically appeared in ticket zoom as read only which means without data it would not appear in ticket zoom.

I have one more problem if anyone could help me in it. I want to add ticket dynamic field as drop down menu within drop down menu. Its like I have 7 products and each have different problem categories. I don't want to make 7 different menus for each problem. Can anyone help me in this ? Thanks alot.

[rafaqf]

Thanks DWG for your document, it helped me too.
I was also having the same issue as KCT. I was trying to take input from agent in "Frontend::Agent::Ticket::ViewZoom" but I have come to the understanding that you cannot take input in "Frontend::Agent::Ticket::ViewZoom", so what I did was I added a "ticket dynamic field" in "Frontend::Agent::Ticket::ViewNote" and also added the same field in "Frontend::Agent::Ticket::ViewZoom". I entered data in the field using the note and as soon as the field had data in it, it automatically appeared in ticket zoom as read only which means without data it would not appear in ticket zoom.

I have one more problem if anyone could help me in it. I want to add ticket dynamic field as drop down menu within drop down menu. Its like I have 7 products and each have different problem categories. I don't want to make 7 different menus for each problem. Can anyone help me in this ? Thanks alot.

What you need is to modify the dtl files (AgentTicketEmail.dtl, e.g.) and create a switch inside your dynamic fields so that when an option is choosen inside a concret dynamic field, another one will appear showing different options and so on.

If you need more details please let me know

[crythias]

I wish I knew an easier way to include screenshots to a post than to make a doc and attach it

Otrs-Placeinline.png

or Get GreenShot

[haq]

Can I put the drop down dynamic field next to 'Move' drop down?
Refer attachment.

actionticketzoom.png

(red box)
If possible, how can I edit or add?

[jojo]

not possible out of the box. this would require code changes

[christiancanalli]

Hi there.

I am having some trouble with article dynamic field when used on Process Management.

I Know it is not the point in this discussion but I did not find anything yet that could help me. Let me explain:

I am mapping my company software development process on OTRS through activities, each one with its own activity window.
Ticket Dynamic Fields run perfectly here. I just need to include then on the activity window I want and, when a run the process they appear and can be set normally.
There is a problem when I need to use Article Dynamic Field. For my process, each activity window has a variable value. For instance, when the agent registers some activity window using the article vinculated I want them to set a time value (in minutes). So, I created an Article Dynamic Field for that, with text type. It will be used to measure the total time dedicated for the ticket.
That´s the problem, it only works on note. It does not appear when I register the window activity.

Does anyone Know how I solve that?

Thanks in advance.