Auto assign dynamic fields to ticket per queue

Moderator: crythias

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Megalithe
Znuny newbie
Posts: 6
Joined: 31 Dec 2015, 00:56
Znuny Version: 5.0.5
Real Name: Gabriel McGinn

Auto assign dynamic fields to ticket per queue

Post by Megalithe »

Hello OTRS Community,

I would like to have OTRS auto assign some dynamic fields based on queues, sender, etc.

For example: Our tickets arrive in a default queue to be processed by staff. To help with ticket service bloat we have a primary and secondary service field. The primary service is always mirrored by the queue (this is done to avoid any complicated configuration edits - which most online forums suggest as the way to assign dynamic fields per queue).
(To better explain this think Product and supporting service/component relationship)

To remove some steps for staff, I would like to have some fields (like this primary service field) auto default when a ticket is put in specified queues. Is this possible?
rick20
Znuny newbie
Posts: 13
Joined: 13 Oct 2015, 11:40
Znuny Version: 5 beta
Real Name: Ricky

Re: Auto assign dynamic fields to ticket per queue

Post by rick20 »

If I understood you correctly, you want to have relation: Queue -> Dynamicfield. If so, you should create Dynamic Field and ACL, as shown in attachments. Don't forget to Deploy ACL at the end.
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Megalithe
Znuny newbie
Posts: 6
Joined: 31 Dec 2015, 00:56
Znuny Version: 5.0.5
Real Name: Gabriel McGinn

Re: Auto assign dynamic fields to ticket per queue

Post by Megalithe »

That was it thank you.
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