Customize a filed in Queue screen

[ndhvu275]

Dear all,

Is it possible to add a field into Queue screen of Admin page? it like to define a filed in Agent screen using Kernel::Output::HTML::PreferencesGeneric. Below pic is my example
In Create Queue screen, how can I do like this?


Please help me Thanks
Vu Nguyen

[crythias]

For what purpose?

[ndhvu275]

Hi Crythias,

The requirement like below:
1. Define 2 customer backend from external DBs, for example they name A, B.
2. In Create Queue screen, I want to define a dropdownlist field names "External customer". It must be select A or B
3. My OTRS is using Postermaster to create ticket via incoming emails
4. Only one system emaill address is assigned for only one queue.
=> It can be define what queue for a ticket is going to create. For example I assigned "External customer" field is A for this queue
5. The purpose is the Postmaster want to check the incoming email address is existing on A or not
- If yes, it allows to create a ticket
- If no, it doesn't allow to create a ticket
To make sure my customers will send email to their queues correctly. Of course the customer backend A and B would be used other purposes as well

So, do you know about to create a field in Create Queue? or my solution for this requirement, is it possible?

Thanks for your help

Vu Nguyen

[crythias]

You can determine destination at Postmaster. You don't need to determine this at the queue level.

[crythias]

5. The purpose is the Postmaster want to check the incoming email address is existing on A or not
- If yes, it allows to create a ticket
- If no, it doesn't allow to create a ticket
To make sure my customers will send email to their queues correctly. Of course the customer backend A and B would be used other purposes as well

Let's say your CompanyA has an otrs email address of CompanyASupport@yourotrs (Customer based queues are a pain to manage and unnecessary. The Queues are for Agents, and what *they* can do, not for who sends the message.)
You'll set your postmaster mail settings for that email to go to QueueA. Now, you can either whitelist (only receive from @CompanyA) or blacklist (Block not @CompanyA) that email address at your email handler.

and so on, for every customer ...

[ndhvu275]

Let's say your CompanyA has an otrs email address of CompanyASupport@yourotrs (Customer based queues are a pain to manage and unnecessary. The Queues are for Agents, and what *they* can do, not for who sends the message.)
You'll set your postmaster mail settings for that email to go to QueueA. Now, you can either whitelist (only receive from @CompanyA) or blacklist (Block not @CompanyA) that email address at your email handler.

and so on, for every customer ...

Actually, 2 customer backend DBs A and B, they are in one company, of course all incoming email addresses are @ComapnyA

Thanks

Vu Nguyen

[crythias]

ok... I'm not sure what you're trying to accomplish, but everything you generally want to do is stuff that's happening before it hits the queue.

[ndhvu275]

ok... I'm not sure what you're trying to accomplish, but everything you generally want to do is stuff that's happening before it hits the queue.

Anyway thank you. Maybe I have to develop a field on Create Queue screen, that's also the design from customer to me

Vu Nguyen

[crythias]

There is no need to add any field to queue for any reason, especially not for security, routing, or identification.

[ndhvu275]

There is no need to add any field to queue for any reason, especially not for security, routing, or identification.

Thanks your recommendation, it's really good information to consult for my customers. But in this case, my customer want to do like above, they designed already.
Finally, I could find the way to add a field in Create Queue screen via config. Go to path: <OTRS_HOME>/Kernel/Config/Files, create a config file yourfile.xml with below config for ABC field (using QueuePreferences and QueuePreferencesGeneric)

Code: Select all

<ConfigItem Name="QueuePreferences###ABC" Required="1" Valid="1">
        <Description Translatable="1">Defines ABC field for queue.</Description>
        <Group>Ticket</Group>
        <SubGroup>Frontend::Queue::Preferences</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::Output::HTML::QueuePreferencesGeneric</Item>
                <Item Key="Label" Translatable="1">ABC</Item>
                <Item Key="Data">
                    <Hash>
                        <Item Key="key1">value 1</Item>
                        <Item Key="key2">value 2</Item>
                        <Item Key="key3">value 3</Item>
                    </Hash>
                </Item>
                <Item Key="PrefKey">QueueABC</Item>
                <Item Key="Active">1</Item>
            </Hash>
        </Setting>
    </ConfigItem>

Hope this is helpful for other ones

Vu Nguyen