[SOLVED] Dynamic Field Display Length - Agent Zoom View

[tmoore82]

I've added a dropdown field to a customer's ticket in OTRS called Branch. It allows users to select their branch, identified by a number and a name. For example, my branch is `901 - Support Group`. When I display this field in the ticket zoom view on the Agent side, it gets truncated to `901 - Support[...]`. I can see the entire value of the field as a hover text when I hold my mouse over it, but I was hoping there would be a setting to expand the length of the field or to tell OTRS to display it as multiline text. Is there a configuration option in OTRS to change the display length, or does anyone know where I would need to modify the code to change the display length myself?

[crythias]

A couple of things ... Wouldn't the branch be an attribute of the customer instead of the ticket?

Try:
Edit Config Settings in Ticket -> Frontend::Agent
Ticket::Frontend::CustomerInfoZoomMaxSize

Default value: 22
Maximum size (in characters) of the customer information table in the ticket zoom view.

(This may not be it, but it's probably close to where you want to find it.)

[tmoore82]

Thanks, crythias! It was the setting right underneath the one you pointed out: Ticket -> Frontend::Agent, Ticket::Frontend::DynamicFieldsZoomMaxSizeSidebar. I set this to 140 (Twitter rules), and that did the trick.

You're right that branch should, by default, be an attribute of the customer. And it is. That's how we're using CustomerID. But we have implementers, coordinators, and other support staff who sometimes travel to other branches. In some situations, they'll submit tickets from that branch. I've made the argument that this could be a training issue--if they're at another branch, they should include that in the text of the ticket. The counterargument is that the dropdown prompts the user to think about it when they otherwise wouldn't, saving our techs from having to track them down. If you have any suggestions about alternative ways to handle this in OTRS, I'm open to them.

We have a slightly related issue where users submit tickets on behalf of others. Our users currently use a system developed in-house, and in that system, they have to choose the customer name. There's no login/authentication, so the system doesn't know who you are otherwise. But we have executive assistants and regional coordinators, for example, who submit tickets on behalf of all the people in their branches. We're trying to work out a process now whereby users can submit tickets on behalf of someone else. For now, we're planning on training them to enter that in the ticket. The remaining challenge there is how to indicate who is the primary contact in the ticket. I worked at a firm where we tested both ServiceNow and ChangeGear. Each of those systems allowed us to implement "Submitted By" and "Submitted For" fields that were both populated through Active Directory. We could also indicate the primary contact, but I don't remember how (radio button?). Again, if you have any suggestions about how to handle this in OTRS, or alternative workflows, I'm open to them. I haven't had much luck finding examples of this kind of implementation in OTRS.

[crythias]

But we have executive assistants and regional coordinators, for example, who submit tickets on behalf of all the people in their branches.

I understand. This had been a big back-and-forth of which I was a part on ideascale.

The best I have to address this at the moment is a(n anonymous) web form that submits an email ticket as spoof from email address of the Submitted For. (A dynamic field for submitted from can be likewise submitted.)