Dynamic field information

[dianis123]

Hello,

how I can make that a New Ticket dynamic field is external and not internal? I need that the dynamic field information be seen by the customer...

please help me..
thanks in advance

[jojo]

you need to activate it in the needed screens (for setting, or displaying in Zoom) via Sysconfig

[dianis123]

mmm I activated it in Ticket -> Frontend::Agent::Ticket::ViewEmailNew, but when i send the Ticket email... this information is not showed in the email by any part, and the customer dont see it.

[jojo]

thats correct as you just saved it on the ticket

[crythias]

If you want it in the email, you'll need to use an appropriate tag.

[dianis123]

Hi Crythias,

yes, I want the dymanic field information in the email... what is the appropriate tag? can you tell me please?
Thanks

[crythias]

look below a response template

[dianis123]

ok, for example, if the name of my Dynamic Field is "CreatedBy", I have to write in the body email <OTRS_CONFIG_CreatedBy>?
i did that, but not works.
Please let me know how I have to make the appropriate tag.

thanks in advance.

[crythias]

<OTRS_TICKET_DynamicField_#Fieldname#>

[dianis123]

Hi Crythias,

If I activate my Dynamic Field in Ticket::Frontend::AgentTicketPrint###DynamicField. Where I going to see the information of the Dynamic Field? I dont see it in the TT... Can you tell me please?

Thanks...

[crythias]

You'd see it if you print it because that seems to be where you enabled it.

[bgone]

Hi,

<OTRS_TICKET_DynamicField_#Fieldname#> <-- Does this template can apply for ARTICLE object of Dynamic Field? because in the email send back to customer it showing "-" only

ex:
in template of auto response:
<OTRS_TICKET_DynamicField_#1#>
<OTRS_TICKET_DynamicField_#2#>
<OTRS_TICKET_DynamicField_#3#>
<OTRS_TICKET_DynamicField_#4#>
<OTRS_TICKET_DynamicField_#5#>
<OTRS_TICKET_DynamicField_#6#>
<OTRS_TICKET_DynamicField_#7#>

Expectation:
*H&B Name:AA
*Policy Holder:BB
*Policy Number:CC
H&B Group Name:DD
Insurer:EE
Contact Person:FF

The result:
-
-
-
-
-
-
-

[crythias]

no pounds. OTRS_TICKET_DynamicField_MyFieldName

[bgone]

I found that if the object of dynamicfield is ticket then fine, the value showing in email, otherwise objective is article then nothing

[crythias]

I found that if the object of dynamicfield is ticket then fine, the value showing in email, otherwise objective is article then nothing

Probably true. Article variables are transient things. It doesn't make much sense to use an Article variable and tell the customer what you put there in an email that you're generating at the same time. Oh, it's possible that you might want to do that, but what is the point of an article dynamic field for this purpose?