Customization request for OTRS [solved]

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hvosdrecomm
OTRS newbie
Posts: 8
Joined: 08 Aug 2012, 11:38
OTRS Version?: 3.1.7
Real Name: Hans Vos
Company: Drecomm

Customization request for OTRS [solved]

Postby hvosdrecomm » 14 Aug 2012, 10:37

Hello,

We are having some troubles implementing a custom feature for OTRS. Unfortunately we lack the necessary Perl skills to get it done. We currently looking for a company or individual that can implement the custom feature are described below. If you are interested in this offer please contact us supportteam@drecomm.nl for more information. If anything is unclear about the request please let me know in this topic so I can edit this post for everybody to see.

Customization request for OTRS

Custom attribute for CustomerCompany object

The CustomerCompany object in OTRS must have an additional attribute that can be set in the Change view of the AdminCustomerCompany page. The name of this field must be "DotProjectId". The value of this field will be used later to generate a drop down list in a custom dynamic field type.

Custom dynamic field types for Ticket object

  • DotProjectProject dynamic field

    This will be a drop down list with data from an external database. We must be able to add this dynamic field to multiple different views in OTRS such as the AgentTicketNote and AgentTicketCompose where it can be manipulated. The list must be populated with the result of a MySQL query from an external database. We will provide the query and information to connect to the database. This query will use the custom attribute "DotProjectId" as mentioned above. Therefore this drop down list can only be populated after a ticket has been assigned to a Customer and – by relation – a CustomerCompany. The value of this drop down list will be used to generate a second drop down list (as explained below). If the value of this drop down list is changed the contents of the second drop down list must reflect this. The value can be stored the same way is currently done with dynamic fields.

  • DotProjectTask dynamic field

    This dynamic field is similar to the DotProjectProject dynamic field. Depending on the selected project a list of tasks must be shown. The goal is to have to ability to assign a project and task to a ticket in OTRS. The population of this list will require some AJAX functionality. A list of tasks must be shown when a value is assigned to the DotProjectProject dynamic field. This can be by changing the value of the DotProjectProject drop down list or when it has been assigned prior and stored in the database.
Modifying “Ticket information” box in AgentTicketZoom view

We currently have a text dynamic field where we can store an ID for a help desk item in out project management system dotProject. The name of this dynamic field is "HDI".
This is where the custom dynamic fields come into place. Inside the "Ticket information" box on the AgentTicketZoom page we want to have a link with the text "Create new HDI" if the HDI dynamic field is not set. This link will be built using the following data:

  • Value from custom attribute "DotProjectId" of the CustomerCompany object,
  • Value from custom dynamic field "DotProjectProject",
  • Value from custom dynamic field "DotProjectTask".
Only when this data is available the link must be shown. We will provide the exact query string of the URL.
OTRS 3.1.7, Ubuntu Server 12.04 LTS, MySQL

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crythias
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Re: Customization request for OTRS

Postby crythias » 11 Sep 2012, 14:13

hvosdrecomm wrote:CustomerCompany object in OTRS must have an additional attribute that can be set in the Change view of the AdminCustomerCompany page

Alter table customer_company and add the appropriate field, for instance, "dot_project_id"

Code: Select all

             [ 'CustomerCompanyComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
            [ 'DotProjectID', 'Project', 'dot_project_id', 1, 0, 'var', '', 0],
            [ 'ValidID',                'Valid',   'valid_id', 0, 1, 'int', '', 0 ],
        ],
        Selections => {
            DotProjectID => {
                '' => '',
            },
        },

hvosdrecomm wrote:The list must be populated with the result of a MySQL query from an external database.

viewtopic.php?f=60&t=17033 (this would help the other things, too).


hvosdrecomm wrote:a link with the text "Create new HDI" if the HDI dynamic field is not set

You might be able to do this with an ACL, setting a possible value for the "create link" field if the other isn't set, or use a jscript hide if value=""
OTRS 4.0.x (private/testing/public) on Linux with MySQL database. Also on github.
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hvosdrecomm
OTRS newbie
Posts: 8
Joined: 08 Aug 2012, 11:38
OTRS Version?: 3.1.7
Real Name: Hans Vos
Company: Drecomm

Re: Customization request for OTRS

Postby hvosdrecomm » 17 Sep 2012, 13:53

This issue has been resolved. We no longer require any third-party services.
OTRS 3.1.7, Ubuntu Server 12.04 LTS, MySQL


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