OTRS 6.0.18 custom dynamic field in CustomerTicketMessage.tt not work (customer cannot open ticke)

[stek]

Good morning,
I'm configuring the dynamic fields in the CustomerTicketMessage.tt page in a static way; I commented on the general block [% RenderBlockEnd ("DynamicField")%] and inserted the block relative to the custom dynamic field. The problem is that when I open a ticket from the customer interface, the ticket is not opened and the page is blocked.

Everything works if I use the standard block of the CustomerTicketMessage page ([% RenderBlockEnd ("DynamicField")%]). It seems that the dynamic fields statically inserted in the page do not work.

Do you have any suggestions? Thanks in advance

[root]

Hi,

Anything in the OTRS log or Apache error_log?
I suggest it's an invalid template? Maybe you can upload it here?

- Roy

[stek]

Hi,

No errors in the apache logs.
By template do you mean the file CustomerTicketMessage.tt or do you need something else?
Sorry but I'm a newbie.

Thanks in advance

[root]

Yes, the modified CustomerTicketMessage.tt would be helpful.

- Roy

[stek]

Hi,

I attach the file CustomerTicketMessage.tt taken from /opt/otrs-6.0.18/Kernel/Output/HTML/Templates/Standard/...
DynamicField_Area is the name of my custome dynamic field.

I added the .txt extension to be able to attach it.

Thanks in advance

[root]

Hi,

The template looks good. Did you configure the dynamic field to be shown in the module? (via SysConfig)

- Roy

[stek]

Hi,

yes, of course i configure the dynamic field "Area" to be shown in CustomerTicketMessage.

In fact when I use the default block [% RenderBlockStart ("DynamicField")%] ... [% RenderBlockEnd ("DynamicField")%] (which cycles on all active dynamic fields) everything works.

If I comment on the default block and add the custom block [% RenderBlockStart ("DynamicField_Area")%] ... [% RenderBlockEnd ("DynamicField_Area")%], for my custom field, when I go to create a ticket from the customer interface , the ticket does not open and no error is displayed.

Any ideas?

Thanks in advance

[root]

Hi,

I copied your file into a test system and it worked as expected.

- Roy

[stek]

Hi,

did you use the same version of otrs, 10.6.0.18? Have you commented the DynamicField block by default, in the file CustomerTicketMessage.tt and created a block dedicated to the single dynamic field "Area" and it works? The ticket opens correctly from the customer interface? Why doesn't it work in my case? What might it depend on?

Thanks in advance

[root]

Yes, I tried 6.0.18

- Roy

[stek]

Hi,

problem solved; the tickets did not open following changes in the [% RenderBlockEnd ("DynamicField")%] section for mandatory dynamic fields and otrs was in error without showing any message.

thanks to root for the support