Some dynamic fields don't work

[Romaing]

Hello guys, hope the week is gonna be good

After reading this topic on how to do what i described above, now i need to adapt this method on OTRS 3.1 with the new dynamic field feature.
I've been reading this http://doc.otrs.org/3.1/en/html/dynamic ... ation.html

For example, is the javasccript still valid or does it need to be changed ?

if i understand correctly, i'm now supposed to create 2 new dynamic fields in the Admin -> Ticket Config -> dynamic fields page.
Guessing it's Ticket -> Text ?

After that, i'm supposed to go to the System Config, select Ticket in the list then choose the page where i'll put a key and a content (to view them in zoom view: Frontend::Agent::Ticket::ViewZoom) and that's it ?

here are 2 pics of how i poorly understand this: am i on the right way ?





Anyhow thanks for reading this, and best regards to you.

[yuri0001]

Yes, you are in right way indeed.

[Romaing]

Thanks for the answer Yuri, just please now tell me if it was sarcasm

[EDIT]: so, got it to work:

1/ i needed to put $Env{"REMOTE_ADDR"} instead of REMOTE_ADDR in the dynamic field setting.

2/ also needed to add the dynamic fields in Ticket -> Frontend::Customer::Ticket::ViewNew (first thought it was just cosmetic here)

And to hide the dynamic field from the customer: (CustomerTicketMessage.dtl)

Code: Select all

<!-- dtl:block:DynamicField -->
                <div class="Row Row_DynamicField_$QData{"Name"}" style="DISPLAY: none">

[Romaing]

[fixed]

[Romaing]

up

Do you guys have any idea why the $Env{"REMOTE_HOST"} would not work ?

I have set up 4 dynamic fields :
ip
host
browser
url referer

the 4 are displayed for the agent in 2 areas:
Ticket::Frontend::AgentTicketFreeText###DynamicField where the 4 are displayed (by the way, any idea on how to make the displayed zone longer ?)
Ticket::Frontend::AgentTicketZoom###DynamicField where only the ip and host are displayed

for the customer:
Ticket::Frontend::CustomerTicketMessage###DynamicField

And i hide from the customer with the javascript style option.

They all work fine except the host which doesn't bring anything. I have checked and rechecked for spelling errors, can't find one (and there is not much to look for).

Could this variable not work because of a config not properly done in ubuntu or something ?

[yuri0001]

Thanks for the answer Yuri, just please now tell me if it was sarcasm

[EDIT]: so, got it to work:

1/ i needed to put $Env{"REMOTE_ADDR"} instead of REMOTE_ADDR in the dynamic field setting.

2/ also needed to add the dynamic fields in Ticket -> Frontend::Customer::Ticket::ViewNew (first thought it was just cosmetic here)

And to hide the dynamic field from the customer: (CustomerTicketMessage.dtl)

Code: Select all

<!-- dtl:block:DynamicField -->
                <div class="Row Row_DynamicField_$QData{"Name"}" style="DISPLAY: none">

It was not sarcasm.
One question please!
"Name" in your example mean the name of Dynamic field for IP?
EDIT. Or it can be following when I displayed Dynamic Fields separately

Code: Select all

<!-- dtl:block:DynamicField_IP_Addr -->
                <div class="Row Row_DynamicField_$QData{"Name"}" style="DISPLAY: none">

[/quote]
where IP_Addr - the name of Dynamic field for IP, otherwise all Dynamic fields not be displayed.
Sorry my bad English.

[Romaing]

Thanks Yuri, and hello

"Name" in your example mean the name of Dynamic field for IP?

Actually I didn't touch the Name field, i just put the style="DISPLAY: none" behind the one instance already there and that' just it. So it hides everything at once. I don't touch the Name field.

If i remove the style="DISPLAY: none" from Customerticketmessage.dtl the host is the only thing that doesn't display any result value, i don't understand what blocks the host variable to get picked up

[edit]: perhaps i should have mentionned the otrs server where host isn't picked up is hosted on a vmware esx server, where it works on my otrs test machine (might be the reason but where to look?)

[yuri0001]

One more questionю
Is this method works when customer logged in OTRS through proxy-server? Is displayed IP-address of customer where right?

[Romaing]

One more questionю
Is this method works when customer logged in OTRS through proxy-server? Is displayed IP-address of customer where right?

i'm not gonna install a proxy server on my machine, i'm just a trainee here and the IT team here won't like that at all.

[yuri0001]

Sorry! Can someone tried it through a proxy?

[Romaing]

nope, i'm all alone

I got one tiny question though:

I added another ticket dynamic field: a dropdown list that i want to display the root queues above the queue list, and use an ACL so that users can first filter a queue and make things more visible.


My problem is if i move the dynamic field bloc in the customerticketmessage.dtl between the dtl blocs for type and queues i get an error when clicking on the create ticket button.

stating that 'dtl:block:DynamicField_Filtering' isn't closed !

But the syntax is good (i open it with notepadd++ and checks with HTML language)
All i did was copy/paste the example bloc on how to use dyn fields blocks for customization above in the file.
And only replaced the $QData{"Name"} with $QData{"Filter"} (filter being the name of my dyn field)

Code: Select all

<!-- dtl:block:DynamicField_Filter -->
                <div class="Row Row_DynamicField_$QData{"Filter"}">

[yuri0001]

May be you really don't close block when pasting your code or delete line with closing comment.
Sorry, I don't specialist in Perl.

[Romaing]

It's cool, i managed it

I'll edit my post later to show how it all works. (other newbs like me might be interested). Not a big deal at all for the seasoned otrs player :]
It was a syntax issue btw