Re: [otrs] dynamic field check box visibility

Peter Sabbe

20 Jun 2017 20 Jun '17

8:53 a.m.

Maybe another way to look at it is to include the check box in a process and have the generic agent start the process only when it is applicable (and remove the process when no longer so), that is when your other dynamic field has or has not the valid group name. Cheers Peter

Attachments:

attachment.html (text/html — 19.0 KB)

Show replies by date

Kent Kollasch

20 Jun 20 Jun

1:27 p.m.

New subject: dynamic field check box visibility

I've modified AgentTicketCommon.tt to turn on and off various dynamic fields based on the ticket type. I have created multiple helpdesks and this has been very useful in displaying the appropriate dynamic field based on on the helpdesk you're logged into. I just need to be able to get a list of groups the the agent is in. I can then turn it off and on... If this is set in a SESSION variable, I believe I could make this work... On 6/20/2017 3:53 AM, Peter Sabbe wrote:

...

Maybe another way to look at it is to include the check box in a process and have the generic agent start the process only when it is applicable (and remove the process when no longer so), that is when your other dynamic field has or has not the valid group name.

Cheers

Peter

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

-- Kent C. Kollasch mailto:Kent.Kollasch@artsway-mfg.com Director of Information Technology Art's-Way Manufacturing Co., Inc. Phone: (712) 864-0025 Fax: (712) 864-3154 This message may contain information that is confidential and subject to privilege. If you are not the intended recipient and have received this e-mail in error, please disregard and do not open attachments, if any. Please note that the view or opinions presented in this e-mail are solely those of the author.

Carlos Rodríguez

4:55 p.m.

New subject: dynamic field check box visibility

Hi Kent, One possibility as mention is to move that kind of ticket creation to a Process in Process management, then one step on the process could be the approval, I guess that the process example in the Admin manual could be illustrative, then the approval DF could live only in a special Activity in the process management and it is not visible in any other way. This would be the free alternative. Another approach with less limitations is to use the OTRS Business Solution™ freely selectable feature called Hide/Show Dynamic Fields https://www.otrs.com/otrs-business-solution-feature/hideshow-dynamic-fields/ https://www.otrs.com/otrs-business-solution-feature/hideshow-dynamic-fields/ With this you can configure ACLs that allows to display or remove dynamic fields at will on normal Phone/Email ticket creation screens. The most complete solution is to use the OTRS Business Solution™ freely selectable feature called Ticket Forms https://www.otrs.com/otrs-business-solution-feature/ticket-forms/ https://www.otrs.com/otrs-business-solution-feature/ticket-forms/ This includes Hide/Show Dynamic fields, but also have a templating mechanism that allows to predefine subject and article contents among other features. ((enjoy)) Carlos Rodríguez

...

On Jun 20, 2017, at 8:27 AM, Kent Kollasch wrote:

I've modified AgentTicketCommon.tt to turn on and off various dynamic fields based on the ticket type. I have created multiple helpdesks and this has been very useful in displaying the appropriate dynamic field based on on the helpdesk you're logged into. I just need to be able to get a list of groups the the agent is in. I can then turn it off and on... If this is set in a SESSION variable, I believe I could make this work...

On 6/20/2017 3:53 AM, Peter Sabbe wrote:

...
Maybe another way to look at it is to include the check box in a process and have the generic agent start the process only when it is applicable (and remove the process when no longer so), that is when your other dynamic field has or has not the valid group name.

Cheers

Peter

--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs http://lists.otrs.org/mailman/listinfo/otrs -- Kent C. Kollasch mailto:Kent.Kollasch@artsway-mfg.com mailto:Kent.Kollasch@artsway-mfg.com Director of Information Technology Art's-Way Manufacturing Co., Inc. Phone: (712) 864-0025 Fax: (712) 864-3154

This message may contain information that is confidential and subject to privilege. If you are not the intended recipient and have received this e-mail in error, please disregard and do not open attachments, if any. Please note that the view or opinions presented in this e-mail are solely those of the author. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs http://lists.otrs.org/mailman/listinfo/otrs

2950

Age (days ago)

2950

Last active (days ago)

List overview

Download

2 comments

3 participants

participants (3)

Carlos Rodríguez
Kent Kollasch
Peter Sabbe