Dynamic Fields linked with queue/group

[danny0312]

Hi,

I received a request to create some of the custom (dynamic) fields so when ticket comes, it can be let's say categorized and assigned some specs. Those are type, hardware, software, client, etc.

I was able to add some of the dynamic fields with drop down lists under "Note''. I can see that it is also possible to implement in "new email ticket" in case I want to create a ticket within OTRS.

I was thinking about how to categorize and apply those attributes to tickets, which are already created (fetched from email). I was looking at article "Free fields" and "Note" and decided to go with "Note". (Not completely sure what the difference is besides a text box for note comment)

My question is if there is a way to link those types and other custom dynamic fields to a ticket queue or user group so people from different departments don't have to go through all those lists, which as I see it would have to be combined.

[crythias]

ACL

[danny0312]

ACL

Could you please give few more details on that?

Also, I added few extra fields and when I add note to a ticket picking those values from dynamic fields (I created) there is no way to see that info. In "Ticket Information" I don't see any of those fields and that info doesn't show up. What I am doing wrong? Is it a wrong approach?

[crythias]

http://doc.otrs.org/3.3/en/html/customi ... -reference

is if there is a way to link those types and other custom dynamic fields to a ticket queue or user group so people from different departments don't have to go through all those lists

Properties related to ticket
Possible related to values

I added few extra fields and when I add note to a ticket picking those values from dynamic fields (I created) there is no way to see that info. In "Ticket Information" I don't see any of those fields

Make sure the Dynamic Fields are Ticket fields and not Article fields.

[danny0312]

I added few extra fields and when I add note to a ticket picking those values from dynamic fields (I created) there is no way to see that info. In "Ticket Information" I don't see any of those fields

Make sure the Dynamic Fields are Ticket fields and not Article fields.[/quote]

I have attached few screenshots so we are on a same page. Could you please take a look? I did set a dynamic field to a Ticket Field. However, when I apply a note to a ticket and picking the value of a fields it doesn't show up.

[danny0312]

Apparently it wasn't showing up in "Ticket Information" windows it had to be added to Ticket::Frontend::AgentTicketZoom###DynamicField the same way I added it into ViewNote. Now everything is cool

Still have to work on ACL's though....