Dynamic Fields associated with a Queue

[danny0312]

Hi all,

I have added few dynamic fields to a "Note" so the ticket can get few extra attributes but I want those dynamic fields to be only visible to particular people. Let's say people who only have an access to Support queue would get dynamic fields associated with that queue.

I think that this should be possible by using ACL but I can't figure out what values should go in there. I am trying to use ACL via web interface and there is no enough information in OTRS documentation. In this example, I am trying to associate DynamicField_SupportClient with Support Queue. If I understand correctly, this should allow me to provide an access and visibility of this dynamic field only to Support Queue.


I haven't used ACL's before so this is completely new for me. Any help would be appreciated. Thanks!

[crythias]

Dynamic Field display/hide per queue is relevant to ticket creation : viewtopic.php?f=60&t=24116
Dynamic Field available values is relevant to ACL.

Hiding or displaying Dynamic Fields in AgentTicketNote is a bit more complicated. (Actually, it's in AgentTicketCommon.dtl)
You can apply the above *generally* if Queue is an option, but, like I said, it's a bit more complicated if the current Queue isn't determinable at the interface.

Yes, it can be done at AgentTicketCommon.dtl. It will require some programming effort.

[danny0312]

Dynamic Field display/hide per queue is relevant to ticket creation : viewtopic.php?f=60&t=24116
Dynamic Field available values is relevant to ACL.

Hiding or displaying Dynamic Fields in AgentTicketNote is a bit more complicated. (Actually, it's in AgentTicketCommon.dtl)
You can apply the above *generally* if Queue is an option, but, like I said, it's a bit more complicated if the current Queue isn't determinable at the interface.

Yes, it can be done at AgentTicketCommon.dtl. It will require some programming effort.

Could you please be more specific about ACL and what actually can be accomplished?
Also, I was thinking if it would be possible and maybe easier to implement something like, if I add another dynamic field (i.e.Department) and if the agent picks a department, corresponding dynamic fields would appear, or if that is not possible, maybe values would come up, those that are associated with that department? So agents don't have to go over long lists. This way I could keep all the dynamic fields but at least set them to "not mandatory" or something like that. Let me know what you think about it and if it is doable.

Again, thanks for all of your help man.

[crythias]

Could you please be more specific about ACL and what actually can be accomplished?

Specifically: Any value that can be assigned to any field is filterable (Possible/PossibleNot) based upon criteria (Properties).

Dependent Dynamic Fields are a nuisance but likely to be handled by way of ACL.

[danny0312]

Specifically: Any value that can be assigned to any field is filterable (Possible/PossibleNot) based upon criteria (Properties).

Could you please take a look here and tell me what I am missing?

At the top, "Match Settings/Properties" I am able to choose a DynamicFields I created.

Then, at "Change Settings" none of Possible / PossibleNot work. Maybe I misunderstood something but isn't how it supposed to work? I see that I can pick a "AgentTicketNote" which I believe is a note I am adding to tickets with my dynamic fields. But what about the queue, is it a correct way to specify it like that? What is the actual purpose of "Change Settings" section anyway? How can I manage to link a specific value of a dynamic field so other fields display the values corresponding to that selection? Please provide some details.

I can see that with each "Type" selection at a AgentTicketNote, all of the other fields are refreshing so I assume it should be possible to associate each "Type" value with the values that are being displayed in other fields.

[crythias]

I see Possible and Possible Not in the image you posted.

I don't really know how best to say this.

For a given criteria (Property), provide Possible values to fields specified in "Possible" and/or hide values in fields specified in "PossibleNot"

"Change Settings" is just a fancy way of saying "Set" vs "Match"

To translate your picture:
Match DynamicField_SupportClient matching (nothing) AND DynamicField_SupportHardwareType matching (nothing) AND DynamicField_SupportTool matching (nothing)
(unless the matches are set to "or")
Allow (Possible) the only queue available to be IT Helpdesk and enable AgentTicketNote
AND
Don't Allow (PossibleNot) the IT Helpdesk as part of Queue and don't enable AgentTicketNote

[danny0312]

I see Possible and Possible Not in the image you posted.

I don't really know how best to say this.

For a given criteria (Property), provide Possible values to fields specified in "Possible" and/or hide values in fields specified in "PossibleNot"

"Change Settings" is just a fancy way of saying "Set" vs "Match"

To translate your picture:
Match DynamicField_SupportClient matching (nothing) AND DynamicField_SupportHardwareType matching (nothing) AND DynamicField_SupportTool matching (nothing)
(unless the matches are set to "or")
Allow (Possible) the only queue available to be IT Helpdesk and enable AgentTicketNote
AND
Don't Allow (PossibleNot) the IT Helpdesk as part of Queue and don't enable AgentTicketNote

Sorry but I am still a little confused. If it is implemented correctly, will I be able or should I be able to achive what I want?

Again, what I am looking for is specific values of dynamic files based on "Type" or some other dynamic field selection in AgentTicketNote. I am testing different scenarios using ACL but it doesn't seem to be working. Each time I go to ticket, and click on "Note" I am able to see all the dynamic fields and its values.

[crythias]

If it is implemented correctly, will I be able or should I be able to achive what I want?

Probably. You haven't implemented it correctly yet.

what I am looking for is specific values of dynamic files based on "Type" or some other dynamic field selection in AgentTicketNote.

If you want to have specific values of dynamic fields based upon Type, then you need to match Type and then a value that would be seen in the field Type.
Then you Change settings for the DynamicField_myfield and provide specific values that you want to show in DynamicField_myField.

[crythias]

Example:

Match:
Type
> Incident
Change Settings:
Possible:
DynamicField_TPS
> High Incident
> Low Incident
DynamicField_CaseOfTheMondays
> Someone
> Everyone

[crythias]

What the previous example means:
Match the field "Type". If the value of "Type" is "Incident", make sure the only values available for TPS and CaseOfTheMondays are what's underneath.

It does not say, "Show TPS" or "Don't show TPS".

[danny0312]

Thanks for your reply and help.

Well, I have been following your instructions but unfortunately it didn't work

Attached is an example configuration that corresponds to what you have proposed. Please let me know if I missed something or if something is wrong. Let me just explain the screenshot:

Type: Incident - This is a type I want to associate my dynamic field values with;

Possible-->Ticket-->DynamicField_Client (should only display, Client1 and Client2) Lets assume I have Client1,Client2,Client3,Client4 in a dropdown, but only want to show Client1 and Client2
Possible-->Ticket-->DynamicField_Location(should only display, Location1 and Location2). Lets also assume I have Location1,Location2,Location3,Location4 in a dropdown, but only want to display Location1 and Location2

I also tried to put the other Client3 and Client4 in "PossibleNot" but it didn't work as well. Do you have any suggestions?
As I understand, it should work in the way when I select a corresponding "Incident" type, only Client1 and Client2 as well as Location1 and Location2 should be visible. Those two dropdown dynamic fields have Client1,Client2,Client3,Client4 and Location1,Location2,Location3,Location4 but the last two should get hidden once the specified type is chosen. Unfortunately, all the values are still visible. Once ACL deployed, I also tried restarting a web server (just in case), but it didn't help.

Maybe you could suggest another solution to what I am looking to implement excluding dynamic fields. What I want to implement is that when a new ticket comes in (via email), the agent needs to assign specific categories to it. Also, those categories should be available to select when running a statistic report. Appreciate all the help.

[danny0312]

Anything???

[jojo]

you seem to expect enterprise support in a forum, you should consider buying professional support!

Check:
- the deployed ACL
- the user you are working with (root@localhost?)
- the keys of the dynamic fields

[crythias]

It seems you really really hate command line and need the web ui to work for you, but I'm telling you, you could hand code this in Config.pm in less than the 2 weeks you've been asking about the web interface.

[danny0312]

It seems you really really hate command line and need the web ui to work for you, but I'm telling you, you could hand code this in Config.pm in less than the 2 weeks you've been asking about the web interface.

I did tried to hand code it in Config.pm following the OTRS manual on ACL but it didn't work. Also, since web ui is available and looks more clean to me why shouldn't I take advantage of it? And try to hand code instead of using web ui isn't an answer. I mean it suppose to work either way I guess. I did provide a screenshot example following your suggestions and just wanted to see if you could provide any comments on it. Either you did it correctly and for some reason it doesn't work or well you missed this or that. That's it.

All I was looking for is reasonable answer and help. thanks for everything.

[danny0312]

After some playing with ACL code in Config.pm I was able to implement the desired. Don't know why it wasn't working in web ui but manual hand code worked. Again, thanks for everything.