Radio Button into a Dropdown menu

[IT4Fun]

Hi guys!

It is possible to turn a radio button into a dropdown menu in the Agent Frontend? For example, if I want to turn the CustomerUser field in the New Phone Ticket screen into a dropdown menu, how should I proceed? Or in the same screen, using a Dropdown menu to choose the CustomerID, since I have a customer user that is connected to more than one customer company.

Best regards,
César

[crythias]

I want to turn the CustomerUser field in the New Phone Ticket screen into a dropdown menu, how should I proceed?

Don't do this. It's already a fuzzy search, which is much better than a drop down menu anyway.

[IT4Fun]

Right, not the best example. Well, let's take a look to the CustomerID field. If I have a customer user that relates to multiple customers companies, how should I configure OTRS to do the mapping in the new ticket sreen?

Best regards,
César

[crythias]

how should I configure OTRS to do the mapping in the new ticket sreen?

Depends. You could create multiple customers that map to different customerids or you could just start typing. My Chrome interface seems to be capable of helping me choose from available entries as I type.

[IT4Fun]

crythias, first of all, thank you for the support.

I understand your point. In my mind, what you said makes perfect sense. So, in one hand, my web browsers (Chrome and Firefox) have that capability too. On the other hand, I have one customer user with multiple customer companies. To be very concrete, my customer user has 4 companies and, of course, 4 customerIDs and 2 email accounts. It is possible do this type of mapping without some kind of coding? If not, can you provide some kind of workaround?

Cheers,
César

[crythias]

To be very concrete, my customer user has 4 companies and, of course, 4 customerIDs and 2 email accounts. It is possible do this type of mapping without some kind of coding?

No. At least, not in any way that makes sense.

[IT4Fun]

Ok, but what not makes sense? 1 customer user, 4 customer companies, that's the scenario. Maybe, a possible workaround is to make the fields username and email not unique. You know how could I do that?

[crythias]

but what not makes sense?

The need to code something that presents the available customerIDs for random customer user. It's a non-issue one to one. It's now a big deal to have to provision and parse one to multiple and present and ...
no. it can't be done without development and there's limited need to do this in general.

[IT4Fun]

crythias, thanks a lot for your support. As I've said, my scenario is not that much complex and I know there are others OTRS users that are trying to implement something like this. Anyway, I still will look forward to find any solution for me and my working scenario.

Cheers,
César

[crythias]

my scenario is not that much complex

But it *is* complex. It's complex like multiple phone numbers or multiple addresses. but more so.

First, you have to figure out how to effectively store these entries.
Do you store them in one field? What are accepted delimiters? Does the end user know how to deal with that? Also, the code has to change to reflect this usage, though if using customer_ids, this is fixed-ish. The customer will have all the companies she supports in Company Tickets.

Do you store them in multiple fields? How do you label them? Do you have fixed limits on the number of multiple entries?
Then, you have to determine how and when and if to present them differently.
This customer has multiple customerids. How do you parse the possible number of entries? break at a delimiter? different fields? default choice? Did you provision a default in the first part?

Then, change the input box which is currently an input field to a select box (apparently) but only when selecting this type of customer or somehow limiting a fuzzy search or other method. The field is generally available to put whatever value one desires but now because this customer has multiple customer_ids, select from only assigned? This changes the dynamic of the form.

Note that customer_ids may be of interest.