different custom fields depending on the queues?

[KMaier]

Hi,


at the moment I’m comparing different ticket systems to find the one that fits best to my needs. I’ve also installed OTRS and like it a lot.


But there’s a feature I need but couldn’t find so far:
I was able to create custom fields and to add them to the ticket creation form for the customer as well as to the view for the agents. They are displayed correctly at the ticket creation form. But I need to be able to display or hide different custom fields depending on the queue the customer selects at the ticket creation form.

With some other ticket systems you can choose for which queues a custom field is valid. At the ticket creation form then the queue is selected first and afterwards the custom fields that are valid for this queue are displayed. That’s exactly what I would like to get also with OTRS.


I’ve already searched this board and the web for other OTRS user having the same problem. But I’ve only found user asking the same question without an answer or with answers that suggest some kinds of workarounds like e.g. to create a webpage for each queue with fields that generates a mail to OTRS in the end.

The reason I like to get this feature simply is, that depending on the topic there are needs for different kinds of info I like to retrieve during the ticket creation. If I manage e.g. a portal for browsergames one queue e.g. would be „problems while playing game xy“. Another one e.g. would be „payment problems“. For the first queue things you like to ask are type of used browser, hardware info, level etc. while this is not important for the second queue. For the second queue things like type of payment, confirmation code, etc. are important while it’s not necessary for the first queue. To display such fields for all queues at the ticket creation form is confusing for the customer. That’s not an option.


Actually I can’t imagine that this feature is not supported by OTRS. But before I continue to search without any result I would like to know if:

1) it’s possible with the normal OTRS functionality (Admin control panel, SysConfig settings or by inserted code to the configuration files) to display or hide different custom fields depending on the queue the customer selects at the ticket creation form.

2) it’s possible with some extensions/modules to display or hide different custom fields depending on the queue the customer selects at the ticket creation form.

[Giulio Soleni]

Hi,
did you already checked this thread also?
viewtopic.php?f=60&t=8032
I think there you may find more or less what you are looking for.

ciao,
Giulio