[SOLVED] Free fields mask conditional upon queue

[aph]

Hi,

I would like to make free fields mask conditional upon the queue, i.e. show / hide dynamic fields based on the queue the ticket belongs to.
I had a similar problem when showing / hiding dynamic fields on 'new email ticket' mask based on the *seletced* queue viewtopic.php?f=62&t=25805 . After editing the .dtl, the only dynamic fields relevant for the queue are shown. See the following screenshot
Before selecting the queue:

Unbenannt_80.PNG

After selecting the queue (the field 'Produkt' appears on the screen:

Unbenannt_82.PNG

However, when agents want to add information on the 'free fields' screen, they see all the fields.

Unbenannt_84.PNG

As can be seen in the above screenshot both fields 'Produkt' and 'AssetNr' appear on the free fields screen. What I would like to do is to make the fields that appear on the free fields screen conditional upon the queue the ticket belongs to. The information about the queue to which a ticket belongs is available (the queue IT, to which the ticket belongs is greyed out).
How can I make dynamic fields be shown / hidden based on this information?

[reneeb]

Do the same in that dialog like in the "new ticket" dialogs.

[aph]

I think I did not elaborate well enough. In case of the 'new ticket' dialogs, the dynamic fields are shown / hidden on form update, i.e. after I select a queue.

Code: Select all

<!-- dtl:block:DynamicField -->
    <!--dtl:js_on_document_complete-->
        <script type="text/javascript">//<![CDATA[
        function queueFields() {
            $("[id^=DynamicField]").parent().addClass( 'Hidden' );
            $("[id^=LabelDynamicField]").parent().addClass('Hidden');
        }
            $('#Dest').bind('change', function (Event) {
                Core.AJAX.FormUpdate($('#NewEmailTicket'), 'AJAXUpdate', 'Dest', ['TypeID', 'NewUserID', 'NewResponsibleID', 'NextStateID', 'PriorityID', 'ServiceID', 'SLAID', 'SignKeyID', 'CryptKeyID', 'To', 'Cc', 'Bcc', 'StandardTemplateID' $Data{"DynamicFieldNamesStrg"}]);
            switch ( $('#Dest').val() ) {
                    case "6\|\|xxxx": // need to slash escape the pipes. Also, need to be in numerical order
                        queueFields();
                        $('#DynamicField_xxxx').parent().removeClass( 'Hidden' );
                        $('#LabelDynamicField_xxxx').parent().removeClass( 'Hidden' );
                    break;
                    default:
                        queueFields();

                }
            });
        //]]></script>
<!-- dtl:block:DynamicField -->

In case of the 'free fields' dialog the dynamic fields should be hidden based on the queue the ticket belongs to and not FormUpdate. How can I show / hide dynamic fields based on the information that the ticket I'm changing free fields for belongs to queue XYZ ( i.e. the queue is greyed out)? On what property / event should the dynamic fields be made conditional upon?

[aph]

Hi all,
My idea is to make the dynamic fields conditional on the value of $QData{"Queue"}. However, I cannot access this value.
I added the following code to make sure that the information about the queue, to which the ticket belongs, is available

Code: Select all

<label>$Text{"Queue"}:</label>
                        <p class="Value" title="$QData{"Queue"}">$QData{"Queue"}</p>
                        <div class="Clear"></div>

The result was as expected:

Unbenannt_92.PNG

However, when I try to access this value in a Javascript through a simple alert, the popup shows no value:

Unbenannt_96.PNG

I call the javascript in the <!-- dtl:block:DynamicField --> block.

[aph]

If I call the script outside any block, the popup shows the value of $QData{"Queue"}. How can I access the values inside the dynamic fields block?

[crythias]

It's javascript. If you have an accessible value, you can rely on hiding the elements from the page based upon that value after the page is loaded.

[aph]

Thank you crythias.
Making the script run on document complete doesn't hide the desired dynamic field based on the value of $QData{"Queue"}. I added an alert before the switch, but I think the script is not called because neither the alert is shown, nor are fields hidden as defined in the fuction queueFields in my code . Below is an excerpt from my code. There are two dynamic fields Product and AssetNr. and I want to hide AssetNr for Queue IT.

Code: Select all

<!-- dtl:block:DynamicField_Product -->

                <div class="Row Row_DynamicField_$QData{"Name"}">
                    $Data{"Label"}
                    <div class="Field">
                        $Data{"Field"}
                    </div>
                    <div class="Clear"></div>
                </div>
<!-- dtl:block:DynamicField_Product -->
<!-- dtl:block:DynamicField_AssetNr -->

                <div class="Row Row_DynamicField_$QData{"Name"}">
                    $Data{"Label"}
                    <div class="Field">
                        $Data{"Field"}
                    </div>
                    <div class="Clear"></div>
                </div>
<!-- dtl:block:DynamicField_AssetNr -->

<!-- dtl:block:DynamicField -->
<!--dtl:js_on_document_complete-->
	<script type="text/javascript">//<![CDATA[		
		function queueFields() {
            $("[id^=DynamicField]").parent().addClass( 'Hidden' );
            $("[id^=LabelDynamicField]").parent().addClass('Hidden');
        }
		queueFields();
		alert("$QData{"Queue"}")
		switch ( $QData{"Queue"}) {
                    case 0:
					$QData{"Queue"}="IT";
                        queueFields();
                        $('#DynamicField_AssetNr').parent().removeClass( 'Hidden' );
                        $('#LabelDynamicField_AssetNr').parent().removeClass( 'Hidden' );
                    break;
                    default:
                        queueFields();

                }	
        //]]></script>			
<!-- dtl:block:DynamicField -->

I tried replacing case 0 in code through case "IT", with no success. What am I missing? I have also attached the complete AgentTicketActionCommon.dtl

Your help is appreciated.

[crythias]

don't do that. If one javascript worked, so will another.

[aph]

don't do that. If one javascript worked, so will another.

you mean changing case "IT" to case 0?.

I intitially tried with case "IT", but I didn't get the desired results. The code below, which I initially used, was based on the working code discussed in this post viewtopic.php?f=62&t=25805. I only changed the switch statement with respect to $QData{"Queue"}

Code: Select all

    <!-- dtl:block:DynamicField_Product -->

                    <div class="Row Row_DynamicField_$QData{"Name"}">
                        $Data{"Label"}
                        <div class="Field">
                            $Data{"Field"}
                        </div>
                        <div class="Clear"></div>
                    </div>
    <!-- dtl:block:DynamicField_Product -->
    <!-- dtl:block:DynamicField_AssetNr -->

                    <div class="Row Row_DynamicField_$QData{"Name"}">
                        $Data{"Label"}
                        <div class="Field">
                            $Data{"Field"}
                        </div>
                        <div class="Clear"></div>
                    </div>
    <!-- dtl:block:DynamicField_AssetNr -->

    <!-- dtl:block:DynamicField -->
    <!--dtl:js_on_document_complete-->
       <script type="text/javascript">//<![CDATA[      
          function queueFields() {
                $("[id^=DynamicField]").parent().addClass( 'Hidden' );
                $("[id^=LabelDynamicField]").parent().addClass('Hidden');
            }
          queueFields();
          alert("$QData{"Queue"}")
          switch ( $QData{"Queue"}) {
                        case "IT":
                            queueFields();
                            $('#DynamicField_AssetNr').parent().removeClass( 'Hidden' );
                            $('#LabelDynamicField_AssetNr').parent().removeClass( 'Hidden' );
                        break;
                        default:
                            queueFields();

                    }   
            //]]></script>         
    <!-- dtl:block:DynamicField -->

I'm trying hard to understand why the script isn't executed in this case?

[aph]

Any ideas why the script isn't executed although I use <!--dtl:js_on_document_complete--> statement so that the script is executed after the page has loaded?
Thanks

[reneeb]

Did you enable any DynamicField via SysConfig? If not, then the Block "DynamicField" is not rendered and that means, your JavaScript is not included in the output. Put the code outside the dtl:block:DynamicField block.

[aph]

Both the dynamic fields Product and AssetNr are enabled via SysConfig.
I tried a few things. First, I I placed a script containing only an alert statement 'alert("$QData{"Queue"}")' inside the dtl:block:DynamicField block. The script is excuted and an empty alert pops up despite the <!--dtl:js_on_document_complete--> statement.
Next, I placed the same script outside the dtl:block:DynamicField block. Here again the script is executed and a pop up showing the value of $QData{"Queue"} is displayed.
However, when I add the rest of the code (the code below) to the script outside the dynamic fields block, it is not executed.

Code: Select all

function queueFields() {
                $("[id^=DynamicField]").parent().addClass( 'Hidden' );
                $("[id^=LabelDynamicField]").parent().addClass('Hidden');
            }
          queueFields();
          alert("$QData{"Queue"}")
          switch ( $QData{"Queue"}) {
                        case "IT":
                            queueFields();
                            $('#DynamicField_AssetNr').parent().removeClass( 'Hidden' );
                            $('#LabelDynamicField_AssetNr').parent().removeClass( 'Hidden' );
                        break;
                        default:
                            queueFields();

                    }   

What am I missing in the code above so that it is not executed?

Thanks a lot

[reneeb]

*) theres a semicolon missing after the alert statement
*) If you enabled the fields in SysConfig *AND* created the blocks in the template, you might end up with the same field twice (didn't check, but made assumption based on the code), so there might be a conflict with element ids.

[aph]

*) theres a semicolon missing after the alert statement

sorry about that.

*) If you enabled the fields in SysConfig *AND* created the blocks in the template, you might end up with the same field twice (didn't check, but made assumption based on the code), so there might be a conflict with element ids.

I commented out the dynamic fields block in the AgentTicketActionCommon.dtl templete completely, since I have created the blocks in the template. (although it shouldn't be a problem as I can confirm from viewtopic.php?f=62&t=25805#p103255. In that case I had also used the dynamic fields block and placed the script inside the empty <!-- dtl:block:DynamicField --> i.e. no duplicate dynamic fields appear).

I placed the following code outside the block <!-- dtl:block:DynamicField --> within a Javascript

Code: Select all

function queueFields() {
                $("[id^=DynamicField]").parent().addClass( 'Hidden' );
                $("[id^=LabelDynamicField]").parent().addClass('Hidden');
            }
          queueFields();
           alert("$QData{"Queue"}");
          switch ( $QData{"Queue"}) {
                        case "IT":
                            queueFields();
                            $('#DynamicField_AssetNr').parent().removeClass( 'Hidden' );
                            $('#LabelDynamicField_AssetNr').parent().removeClass( 'Hidden' );
                        break;
                        default:
                            queueFields();
                    }

The code is still not executed

[reneeb]

Code: Select all

switch ( $QData{"Queue"}) {

should be

Code: Select all

switch ("$QData{"Queue"}") {

[aph]

Correcting to 'switch ("$QData{"Queue"}") {' still doesn't make the script run. The current code is below

Code: Select all

function queueFields() {
        $("[id^=DynamicField]").parent().addClass( 'Hidden' );
        $("[id^=LabelDynamicField]").parent().addClass('Hidden');
    }
    queueFields();
    alert("$QData{"Queue"}");

    switch ("$QData{"Queue"}") {
        case "IT":
            queueFields();
            $('#DynamicField_Product').parent().removeClass( 'Hidden' );
            $('#LabelDynamicField_Product').parent().removeClass( 'Hidden' );
                 break;
                 default:
                 queueFields();
    }

Thanks

[aph]

Hi all,

I tried adding the script to AgentTicketFreeText.dtl. Still no success. Could there be anything wrong with the way I'm accessing the value of $QData{"Queue"} or something wrong with the switch statement?

Thanks

[crythias]

I put this immediately after the last <!--dtl:js_on_document_complete--> and it seems to work.

Code: Select all

<script type="text/javascript">//<![CDATA[
function queueFields() {
        $("[id^=DynamicField]").parent().addClass( 'Hidden' );
        $("[id^=LabelDynamicField]").parent().addClass('Hidden');
    }
    queueFields();
    alert("$QData{"Queue"}");

    switch ("$QData{"Queue"}") {
        case "IT":
            queueFields();
            $('#DynamicField_Product').parent().removeClass( 'Hidden' );
            $('#LabelDynamicField_Product').parent().removeClass( 'Hidden' );
                 break;
                 default:
                 queueFields();
    }

//]]></script>

[aph]

Hi crythias. Thanks a lot. Btw did you mean immediatly BEFORE the last <!--dtl:js_on_document_complete-->. It worked for me when I put the code before the last <!--dtl:js_on_document_complete-->

[crythias]

I said after, and meant after, but if it works, it works.

[aph]

It works for text and drop down fields. However, I noticed that the dynamic fields of type date appear momentarily on the screen only to disappear immediatly afterwards (irrespective of whether I place the script before or after the last <!--dtl:js_on_document_complete-->). What could be the reason behind this behaviour?

[crythias]

takes longer to load the control? I don't know the answer to this question, and generally don't know if it's worth pursuing the answer (it hides anyway, so ...). This javascript workaround is browser based anyway. The proper way to handle this is server side, but going that route will mean time, effort, etc.

[aph]

I get your point about javascript workaround being browser based.

.... and generally don't know if it's worth pursuing the answer (it hides anyway, so ...).

Not quite. The date fields are not to be hidden, but displayed. That is the last bit of the problem I'm dealing with

[aph]

I seem to have found a workaround. A date field is not just a date field
I added removeClass('Hidden'); to Used, Day, Month and Year fields (fieldnameUsed, fieldnamedDay and so on).

Code: Select all

$('#DynamicField_FieldA').parent().removeClass( 'Hidden' );
$('#LabelDynamicField_FieldA').parent().removeClass( 'Hidden' );
$('#DynamicField_FieldAUsed').parent().removeClass( 'Hidden' );
$('#LabelDynamicField_FieldAUsed').parent().removeClass( 'Hidden' );
$('#DynamicField_FieldADay').parent().removeClass( 'Hidden' );
$('#LabelDynamicField_FieldADay').parent().removeClass( 'Hidden' );
$('#DynamicField_FieldAMonth').parent().removeClass( 'Hidden' );
$('#LabelDynamicField_FieldAMonth').parent().removeClass( 'Hidden' );
$('#DynamicField_FieldAYear').parent().removeClass( 'Hidden' );
$('#LabelDynamicField_FieldAYear').parent().removeClass( 'Hidden' );

Now the entire date field is visible

[aph]

It still interests me how to have a cleaner, server side solution. Any guides, hints?

[crythias]

The hint is building a new ACL class from scratch that handles field displays. It's non-trivial.

The code hides based upon a regex.
[id^=DynamicField] means match if id contains DynamicField
DynamicField.*Day
DynamicField.*Used
DynamicField.*Month
DynamicField.*Year

or

DynamicField_NotThisDate?*


(.* = 0 or more of anything, ?* = 1 or more of anything)

[aph]

Thank you. I'll give it a try.

[aph]

I'm trying to build an ACL, but I'm stuck. I want to display the dynamic field 'AssetNr' (a text field), when the queue IT is selected on new phone ticket screen. My ACL is as follows:

ACL_DynamicFields.PNG

What is wrong with my ACL?

[crythias]

I want to display the dynamic field 'AssetNr' (a text field), when the queue IT is selected on new phone ticket screen.

If this could be done, I wouldn't have my howto on how to display DynamicField by selecting Queue.

ACL determines what's going to be allowed/displayed in a visible field. It does not determine whether the field displays.

[aph]

I probably should have guessed it .

Thank you though.