[SOLVED]Enalbe Dynamic Field in AgentTicketBulk

[jeremyk]

Use Generic Agent to set a DynamicField for multiple tickets.

Yes,it's a nice solution. Thanks so much

Any chance you guys could point me in the right direction of not setting dynamic field for multiple tickets, but even just for one? I am trying to create a web form for customers to put in tickets, and I cannot for the life of me figure out how to pass dynamic fields into the ticket.

I have tried numerous different approaches but cannot get anything to work. I am using HTML/PHP for my form.

Thanks.
Mod: Please create a new topic for your issue

[crythias]

what is the submit method for your webform? (Don't tell me get/post. Tell me how you're intending to push the form to OTRS. Email?)

[jeremyk]

what is the submit method for your webform? (Don't tell me get/post. Tell me how you're intending to push the form to OTRS. Email?)

I am connecting to it via SOAP. I was using rpc.pl but I understand the Dynamic Fields in it are deprecated. I was trying to follow some instructions for adding it back in, and I can get a ticket submitted no problem, I can get it trying to use the Dynamic Field without giving me any error, however it just does nothing now. I know I am supposed to use the Generic Interface now and create a web service, my biggest issue with that, is simply that I cannot find all the proper information I need to create the web interface properly, and then the syntax to properly call it from my webform.

Here is the PHP code I am trying to work with:


<?php

if ($_POST != null){


echo "<br>";
echo "<br>";




$client = new SoapClient(null, array(

'location' => "http://otrs.datamotion.com/otrs/rpc.pl",
'uri' => "Core",
'trace' => 1,
'login' => "xxxxxx",
'password' => "xxxxxx",
'style' => SOAP_RPC,
'use' => SOAP_ENCODED
));


$ticketnumber = $client->__soapCall("Dispatch", array("xxxxxx", "xxxxxxx", "TicketObject", "TicketCreateNumber"));
echo "Thank you for submitting a ticket, your Ticket Number is: ".$ticketnumber."<br>";
echo $_POST["company"];
$DynamicID = '10';
$CompName = 'Test Company';
echo $DynamicID;



$ticket = $client->__soapCall("Dispatch", array("xxxxxxx", "xxxxxxx", "TicketObject", "TicketCreate",
"TN" , $ticketnumber,
"Title" , $_POST["subject"],
"Queue" , 'Support',
"Lock" , 'unlock',
"Priority" , '3 normal',
"State" , 'new',
"Type" , 'default',
"Service" , '',
"SLA" , '',
"CustomerID" , $_POST["emailAddr"],
"CustomerUser" , $_POST["emailAddr"],
"OwnerID" , 1,
"ResponsibleID" , 1,
"UserID" , 1,
));

$article = $client->__soapCall("Dispatch", array("xxxxxx", "xxxxxx", "TicketObject", "ArticleCreate",
"TicketID" , $ticket,
"ArticleType" , 'email-external',
"SenderType" , 'customer',
"From" , $_POST["emailAddr"],
"To" , 'otrs@xxxxxxx.com',
"Cc" , '',
"ReplyTo" , '',
"Subject" , $_POST["subject"],
"Body" , $_POST["description"],
"MessageID" , '',
"ContentType" , 'text/plain; charset=utf-8',
"HistoryType" , 'OwnerUpdate',
"HistoryComment" , 'No History',
"UserID" , 1,
"NoAgentNotify" , 1,
"AutoResponseType" , 'auto reply',
"ForceNotificationToUserID" , 1,
"OrigHeader", array(
'From' => $_POST["emailAddr"],
'To' => 'otrs@xxxxxxx.com',
'Subject' => $_POST["subject"],
'Body' => $_POST["description"]
),
)
);

$companyname = $client->__soapCall("Dispatch", array("xxxxxx", "xxxxxx", "TicketDynamicObject", "ValueSet",
"FieldID" , "10",
"ObjectType", 'Ticket',
"ObjectID", $ticket,
"Value", array(
"ValueText", $_POST["company"]),
"UserID", 1,
));


}

?>

[jeremyk]

Alright, so I have got my form properly putting in tickets with dynamic fields included. There is just one last issue I am having. Basically if the email address I am putting in the ticket from is not already an existing customer in otrs, it is not populating the customerID field, so I cannot see who the customer is other than the from field in the ticket.


Is there any way that I can get around this. Interestingly, when using rpc.pl, even if the customer did not exist in OTRS, the email address was getting filled in for the customerID field.

Any ideas?