Customer Ticket Template and Dynamic Fields

[Nickcarter]

Hello guys, i am using OTRS 4.x , i followed the guide shown at viewtopic.php?f=60&t=24116 but since i'm not a programmer i don't know how to modify properly the system.
I have 5 queues in the system.

What i'm trying to do: When an user chooses a queue, the text area (and maybe the object area too) would change according to a template.
It's a kind of pre-made ticket, where the user just need to fill the info requested.


what i did:

1) I create a Dynamic Field called TicketTemplate, textarea
2) i modified Kernel/Output/HTML/Standard/CustomerTicketMessage.tt, writing the following code at the end of the file:

Code: Select all

<script type="text/javascript">//<![CDATA[
function nonetext() {
    $("[id^=DynamicField_TicketTemplate]").parent().addClass( 'Hidden' );
    $("[id^=LabelDynamicField_TicketTemplate]").parent().addClass('Hidden');
}
    $('#Dest').bind('change', function (Event) {
        Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'AJAXUpdate', 'Dest', ['TypeID', 'NewUserID', 'NewResponsibleID', 'NextStateID',
    switch ( $('#Dest').val() ) {
            case "1\|\|ASP": // need to slash escape the pipes. Also, need to be in numerical order
                nonetext();
                $('#DynamicField_TicketTemplate').parent().removeClass( 'Hidden' );
                $('#LabelDynamicField_TicketTemplate').parent().removeClass( 'Hidden' );
            break;
            default:
                nonetext();

        }
    });
//]]>

</script>

Well, after this change, when a user creates a ticket, i can choose the queue, but nothing more is happening.

Since i'm not a programmer, as i said, i don't know what to do more, or if i've done everything fine.
Could you please give me some hints?

thank you.
Nick

[Nickcarter]

Hello guys
looks like no one can help me......