Alvaro, Thanks your assistance. I solved this problem using JS Script on this file */opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/CustomerTicketMessage.tt* , below the reference link used for this situation https://forums.otterhub.org/viewtopic.php?f=60&t=24116&p=136338&hilit=Hide+d... Best Regards, Moises On Fri, Feb 7, 2020 at 1:23 PM Alvaro Cordero wrote:

Hello Moises, there are various ways of accomplishing what you said, one would be using ACLs based on Customer ID to filter Types and/or priorities, to add a dynamic field on regular forms its simple, but then you cannot hide/show it based on customer ids.

Then I would try using Processes to create specific forms, that can be used only by those allowed customers, the ones that can have additional Fields or specific types and/or Priorities.

Best Regards

El lun., 3 feb. 2020 a las 14:01, Moises Silva () escribió:

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Hi Everyone,

I need to customize tickets by specific customer, but I don´t if possible in OTRS. Example: For all customer I have 4 types on the ticket (tp1, tp2, tp3, tp4), but for specific customer I need to included the specific type and included the others 4 (tp1, tp2, tp3, tp4, tp5) When I select the tp5, then we need to change the content on priority, only to list p5-1, p5-2 and enable the new dynamic field (TEXT FIELD) with the name TXNEWFIELD. Is there someone that pass for this situation that can help me?

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

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*Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro@gridshield.net

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