Re: Tickets By Customer with Customized Fields
Moises Silva <[email protected]> Fri, 7 Feb 2020 15:08:01 -0300
| Newsgroups | gmane.comp.otrs.user |
|---|---|
| Message-ID | <CAETVUGhRwyg497Cpb7UCMRWcCUOP3AtXYWt0zg=eXR72rF=gXg@mail.gmail.com> |
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Alvaro,
Thanks your assistance.
I solved this problem using JS Script on this file
*/opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/CustomerTicketMessa=
ge.tt*
,
below the reference link used for this situation
https://forums.otterhub.org/viewtopic.php?f=3D60&t=3D24116&p=3D136338&hilit=
=3DHide+dynamicfield#p136338
Best Regards,
Moises
On Fri, Feb 7, 2020 at 1:23 PM Alvaro Cordero <[email protected]> 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 prioritie=
s,
> 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 (<[email protected]>)
> escribi=C3=B3:
>
>> Hi Everyone,
>>
>> I need to customize tickets by specific customer, but I don=C2=B4t i=
f
>> 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 inclu=
ded
>> 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
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>>
>
>
> --
>
> *Alvaro Cordero RetanaConsultor de Tecnologias*
> *Tel: 22585757 ext 123*
> *Email:* [email protected]
>
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<div dir=3D"ltr">Alvaro,<div><br></div><div>=C2=A0 =C2=A0 =C2=A0Thanks your=
assistance.</div><div>=C2=A0 =C2=A0 =C2=A0I solved this problem using JS S=
cript on this file=C2=A0<strong class=3D"gmail-text-strong" style=3D"color:=
rgb(0,0,0);font-family:"Lucida Grande","Trebuchet MS",V=
erdana,Helvetica,Arial,sans-serif;font-size:12.35px;background-color:rgb(23=
5,234,221)">/opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/Customer=
TicketMessage.tt</strong>=C2=A0, below the reference link used for this sit=
uation</div><div>=C2=A0 =C2=A0 =C2=A0<a href=3D"https://forums.otterhub.org=
/viewtopic.php?f=3D60&t=3D24116&p=3D136338&hilit=3DHide+dynamic=
field#p136338">https://forums.otterhub.org/viewtopic.php?f=3D60&t=3D241=
16&p=3D136338&hilit=3DHide+dynamicfield#p136338</a></div><div>Best =
Regards,</div><div>Moises</div></div><br><div class=3D"gmail_quote"><div di=
r=3D"ltr" class=3D"gmail_attr">On Fri, Feb 7, 2020 at 1:23 PM Alvaro Corder=
o <<a href=3D"mailto:[email protected]" target=3D"_blank">alvaro@gri=
dshield.net</a>> wrote:<br></div><blockquote class=3D"gmail_quote" style=
=3D"margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding=
-left:1ex"><div dir=3D"ltr">Hello Moises, there are various ways of accompl=
ishing=C2=A0what 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.=C2=A0<div>=
<br>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 Fie=
lds or specific types and/or Priorities.=C2=A0</div><div><br></div><div>Bes=
t Regards</div></div><br><div class=3D"gmail_quote"><div dir=3D"ltr" class=
=3D"gmail_attr">El lun., 3 feb. 2020 a las 14:01, Moises Silva (<<a href=
=3D"mailto:[email protected]" target=3D"_blank">[email protected]</=
a>>) escribi=C3=B3:<br></div><blockquote class=3D"gmail_quote" style=3D"=
margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-lef=
t:1ex"><div dir=3D"ltr">Hi Everyone,<div><br></div><div>=C2=A0 =C2=A0 I nee=
d to customize tickets by specific customer, but I don=C2=B4t if possible i=
n OTRS.</div><div>=C2=A0 =C2=A0 Example:=C2=A0</div><div>=C2=A0 =C2=A0 For =
all customer I have 4 types on the ticket (tp1, tp2, tp3, tp4), but for spe=
cific customer I need to included the specific type and included the others=
4=C2=A0
(tp1, tp2, tp3, tp4, tp5)
</div><div>=C2=A0 =C2=A0 When I select the tp5, then we need to change the =
content=C2=A0on priority, only to list p5-1, p5-2 and enable the new dynami=
c field (TEXT FIELD) with the name TXNEWFIELD.</div><div>=C2=A0 =C2=A0Is th=
ere someone that pass for this situation that can help me?</div><div><br></=
div><div>Thanks,</div><div>Moises</div></div>
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</blockquote></div><br clear=3D"all"><div><br></div>-- <br><div dir=3D"ltr"=
><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div dir=3D"ltr"><div><div dir=
=3D"ltr"><div><font color=3D"#666666"><i>Alvaro Cordero Retana<br>Consultor=
de Tecnologias</i></font></div><div><font color=3D"#666666"><i>Tel: 225857=
57 ext 123</i></font></div><div><i><font color=3D"#666666">Email:</font></i=
> <a href=3D"mailto:[email protected]" target=3D"_blank">alvaro@gridshi=
eld.net</a><br><img src=3D"http://www.gridshield.com/images/gs-signature.pn=
g"><br></div></div></div></div></div></div></div></div></div>
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</blockquote></div>
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