[Solved']Dynamic Field -Change in ticket view

[darshakamodi]

Hi,
I want to change the value of Dynamic Field in ticket.
1. Ticket created via mail. It has no/default value in dynamic field
2. Want to change the value when viewing the ticket. The filed is not visible in Dynamic Field tab in ticket view.
3. I also want the field/value to be visible in Ticket Core Data tab.

Version 3.1.1

[crythias]

Add the field to the Note section (SysConfig), and create a note with that field.

[darshakamodi]

The Dynamic Field is visible in Ticket Information - Zoom View, ONLY if i ONCE I open , dynamic field tab, click on submit, otherwise it doesnt show default.

Once I click as above, it shows in the Ticket Information.

[crythias]

How does what you said apply to what I said?

[darshakamodi]

Sorry,
Actually, I did what you instructed, but that way I have to manually add note every time. And then only it will show.

Instead I tried adding in zoom view. that also only shows once submitted via Dynami Field tab submit.
Is it possible to assign default dynamic value per queue ?

[crythias]

Is it possible to assign default dynamic value per queue ?

yes ... but then what's the point?

[darshakamodi]

How to do that? Any configuration or coding?

I added in Note section. but its not visible in Ticket Informtion right hand window, until i click ok/submit.

[darshakamodi]

Sorry ... see this post
viewtopic.php?f=60&t=8032

Let me go through it completely. and update

[crythias]

There's no *general* reason to assign a default value to a field for a queue.

Think about what you're asking and why you ask it. Any reporting you do should rely on the queue if the field is blank.

If the information is an attribute of the queue (why?) then it should be the queue.

[darshakamodi]

we have different queue for different departments.

And each department has different versions but fixed.
So if an email comes for department A,Queue A will be assigned,and then the value of Field should ABC
So if an email comes for department B,Queue B will be assigned,and then the value of Field should XYZ
Both departments have different senders of email.

[crythias]

we have different queue for different departments.

And each department has different versions but fixed.
So if an email comes for department A,Queue A will be assigned,and then the value of Field should ABC
So if an email comes for department B,Queue B will be assigned,and then the value of Field should XYZ
Both departments have different senders of email.

Why isn't ABC/XYZ in a customer's field?

[darshakamodi]

You mean customer information board? Or dynamic field in customer view?
I did but its not showing. CustomerTicketMessage i added in that and also in viewattrib.
Frontend::Customer::Ticket::ViewNew
and
Frontend::Customer::Ticket::ViewZOOM.

But on ticket zoom , right hand Customer Information Board its displaying "none" only.

[crythias]

The information you request to be displayed as a field is related to the customer, not the queue. The CustomerUser Map in Config.pm should point to a field that holds ABC or XYZ for the customer of the department.

But your reply to my statement only reflects my point even more vividly: Why call QueueA "QueueA" when "ABC" is more relevant to the queue's name and purpose?

[darshakamodi]

We have customer wise queue and agents working.
And Each customer has different version. e.g CustomerA has VersionA. So I want When customerA sends email to emailA, the emailA falls into QueueA. and when agent clicks on ticket view zoom, he should have information that for this ticket, the version is VersionA.

So if EmailB ->customerB -> QueueB ->AgentB, then it has its own information like, versionB,SoftwareB

Is this helpful?

[crythias]

We have customer wise queue and agents working.
And Each customer has different version. e.g CustomerA has VersionA. So I want When customerA sends email to emailA, the emailA falls into QueueA. and when agent clicks on ticket view zoom, he should have information that for this ticket, the version is VersionA.

So if EmailB ->customerB -> QueueB ->AgentB, then it has its own information like, versionB,SoftwareB

Is this helpful?

Not really. Did I mention I don't particularly like Customer Based Queues?

Nonetheless, if the information is per customer, then it needs to be attached to the customer -- either as CustomerUser demographics or as a Service.
There's no reason that any information has to be attached to the queue.

Information is either attached to an article, ticket, or customer.

[darshakamodi]

Ok understood, the field should be per customer.
But how to do that? CustomerUser demographic means CustomerUser map? and in Service I didn't see anything to add field.

I had assigned default queue to customer.
When a customer logs in, he can view all the queues? is there a way to disable. i think ACL? or any other configuration?

[crythias]

When a customer logs in, he can view all the queues? is there a way to disable. i think ACL? or any other configuration?

"Hey, why do you not like Customer Based Queues?"
Did you see this? That's why.

You will need to enable CustomerGroups, assign the group to the queue, assign the customer to the group ... and do it all over again every time you get a new customer or customer group/department/etc.

and because nothing ever disappears within OTRS, you'll have that custom customer-queue in your system forever.

But how to do that? CustomerUser demographic means CustomerUser map?

Yes. so you'd need to extend the schema for CustomerUser table to hold this value or ...

and in Service I didn't see anything to add field.

the Service IS the field. The Service IS SoftwareB. The Sub Service is Version B

[darshakamodi]

Ok thank you very much. Will check all those.
But currently when customer opens customer.pl, and submits ticket, nothing happens, he comes on same ticket creation page only.
No ticket getting generated. No message , no error in OTRS or Apache.

where to check?

[crythias]

But currently when customer opens customer.pl, and submits ticket, nothing happens, he comes on same ticket creation page only.
No ticket getting generated. No message , no error in OTRS or Apache.

where to check?

You should create a new topic for a new topic.

Short answer is *likely* that the customer does not have permission to create a ticket in the current queue. I can't really verify why this would not give some error, but this is one cause.

[ecalle]

como puede cambiar un campodinamico a en otrs 3.3.9 desde la pantalla de agentes.
saludos.

[ornthim]

Hello everyone, I'm using OTRS 3.3.6.
1. I created a Dynamic Field (using type 'Text' ) in AdminOtrs.
2. I enabled it on FreeText / and I input the value via "Free Fields" interface and then display it on AgentTicketZoom is ok. But I need to get that value by codding in directory: C:\otrs\OTRS\Kernel\Output\HTML\Standard\AgentTicketZoom.dtl. I tried used $LQData{"MyField"} to display data, but it's not show.
I need this data to do something more!


-Dynamic Field Name: LatLng
-Dynamic Field Lavel: Lat / Lng
Bellow, is the code that I have tried

<fieldset class="TableLike FixedLabelSmall Narrow">
#<!-- dtl:block:TicketDynamicField_Field1 -->
<label>$Text{"Dynamic Field"}:</label>
<p class="Value">
#<!-- dtl:block:TicketDynamicField_Field1_Link -->
<span title="$QData{"Title"}"><a href="$Data{"Link"}" target="_blank">$Data{"LatLng"}</a></span>
#<!-- dtl:block:TicketDynamicField_Field1_Link -->
#<!-- dtl:block:TicketDynamicField_Field1_Plain -->
<span title="$QData{"Title"}">$Data{"LatLng"}</span>
#<!-- dtl:block:TicketDynamicField_Field1_Plain -->
</p>
#<!-- dtl:block:TicketDynamicField_Field1 -->
</fieldset>


Please help me,
Thanks