Take a look to this thread, you should do a switch like this one into the .dtl file you want to change (AgentTicketEmailNew.dtl, or CustomerTicketEmailNew.dtl, I guess). 

http://forums.otterhub.org/viewtopic.php?f=60&t=8032

You can create, for example, a new Service in OTRS, and depending on the incidence, your user has to choose between one of your services. Then, depending on the selected Service, you can show or hide your fields and dynamic fields like you want.

Hope it helps. You can make questions also in the forum. I can also help you with that issues.

Rafa.

2013/1/29 McMahon, Mike (HQP) <mike.mcmahon@rhi.com>

All,

 

Is there a way with a bit of configuration/coding to setup the system so that certain fields are required in certain instances? 

 

Let’s say that the average user is just going to send us an email to establish a ticket in the system, for whatever their reason may be (system down, issue trying to do a process…etc).  HOWEVER occasionally we have the need for a more advanced user to come into the system and submit a ticket that is more of an enhancement request. 

 

Our intake process already has a list of dynamic fields defined that are required to be entered by either the support agent or the customer; however, if an enhancement request comes in (Ticket Type Enhancement Request) an entirely different set of fields and values are required. 

 

Is there a way to configure the system so that only certain fields are required in this instance?  Or is there a better way to handle these requests in OTRS?

 

Best Regards,

Mike

 

Mike McMahon | protiviti | Robert Half International | Software Engineer II | Direct: 925-913-2124 | Shoretel: x 82124

 


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