Hi,
Please help with determining if OTRS supports a ticket-level [dynamic?] field calculated as a sum of all values of an article-level dynamic field.
Example:
Assume a ticket-level dynamic field named "Total Estimated Hours" and an article-level dynamic field named "Article Estimated Hours". Both are shown in read-only mode in customer interface's ticket zoom view.
Desired behavior:
T1. Customer creates the ticket => Customer's ticket zoom view shows Total Estimated Hours = 0
T2. An agent adds an article with Article Estimated Hours = 3 => Customer's ticket zoom view shows Total Estimated Hours = 3
T3. Customer follows up on the ticket
T4. An agent adds an article with Article Estimated Hours = 2 => Customer's ticket zoom view shows Total Estimated Hours = 5
...
Is this possible [without messing with OTRS's core source files]?
Thanks,
/bogdan
P.S: I was thinking about a database trigger but a) seems dangerous as it may leave info in memory on the web server out of synch with that from db and b) there isn't enough info in the db anyway to determine if a row from dynamic_field_value is associated with a ticket or an article.