[SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?

Moderator: crythias

User avatar
nedmaj
OTRS wizard
Posts: 139
Joined: 26 Nov 2014, 20:34
OTRS Version?: 5.0.17
Real Name: Samuel Casimiro
Company: CD
Contact:

[SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?

Postby nedmaj » 07 Aug 2017, 21:02

Hi guys,

I use DynamicFieldITSMConfigItem add-on from Cape-it (version 5.0.9).

In a ticket notification, I'm trying to filter tickets using a dynamic field of type ITSMConfigItem. Under Edit Notification form, the field has no autocomplete. Also the form accept no value no matter what I try to set as a filter. After saving the form and reopen the notification, the field is blank. I've tryed the config item ID, Number and Name with no success. Looks like the DynamicFieldITSMConfigItem add-on has no implementation at all to use this kind of dynamic field as a ticket filter when defining a ticket notification. I'm quite surprised, since older versions of this add-on for OTRS 4 did offer the possibility to select config items in order to filter tickets and create more specific notifications.

Does anyone have addressed this issue?

Thanks in advance.
Last edited by nedmaj on 11 Aug 2017, 15:53, edited 1 time in total.
Samuel

OTRS 5.0.17
OTRS::ITSM 5.0.17
OS: CentOS 6.5
Database: Oracle 12.1
Reporting: Pentaho
DW Database: PostgreSQL
User database and auth module: LDAP (Active Directory)
Mail server: Microsoft Exchange
Sendmail module: Sendmail (Postfix)
3rd party packages: Yes
SSL: Yes
Number of agents: 450
Number of customers: 20000
Number of CIs: 30000

User avatar
nedmaj
OTRS wizard
Posts: 139
Joined: 26 Nov 2014, 20:34
OTRS Version?: 5.0.17
Real Name: Samuel Casimiro
Company: CD
Contact:

Re: Ticket notifications - How to define a ticket filter using a DynamicField-ITSMConfigItem?

Postby nedmaj » 10 Aug 2017, 19:49

Curiously the same fields are working in AdminGenericAgent form.
Samuel

OTRS 5.0.17
OTRS::ITSM 5.0.17
OS: CentOS 6.5
Database: Oracle 12.1
Reporting: Pentaho
DW Database: PostgreSQL
User database and auth module: LDAP (Active Directory)
Mail server: Microsoft Exchange
Sendmail module: Sendmail (Postfix)
3rd party packages: Yes
SSL: Yes
Number of agents: 450
Number of customers: 20000
Number of CIs: 30000

User avatar
nedmaj
OTRS wizard
Posts: 139
Joined: 26 Nov 2014, 20:34
OTRS Version?: 5.0.17
Real Name: Samuel Casimiro
Company: CD
Contact:

Re: Ticket notifications - How to define a ticket filter using a DynamicField-ITSMConfigItem?

Postby nedmaj » 11 Aug 2017, 15:52

I've just realized Cape-it delivered the package without notification filter support (what hapened, Cape-it?).

Luckly, I was abble to restore notification filter support using some code from the previous module ITSMConfigItemReference.pm (attached here).

Hope it can help someone else trying to defining a notification filter using a DynamicField-ITSMConfigItem field value.
You do not have the required permissions to view the files attached to this post.
Samuel

OTRS 5.0.17
OTRS::ITSM 5.0.17
OS: CentOS 6.5
Database: Oracle 12.1
Reporting: Pentaho
DW Database: PostgreSQL
User database and auth module: LDAP (Active Directory)
Mail server: Microsoft Exchange
Sendmail module: Sendmail (Postfix)
3rd party packages: Yes
SSL: Yes
Number of agents: 450
Number of customers: 20000
Number of CIs: 30000

User avatar
nedmaj
OTRS wizard
Posts: 139
Joined: 26 Nov 2014, 20:34
OTRS Version?: 5.0.17
Real Name: Samuel Casimiro
Company: CD
Contact:

Re: [SOLVED] How to define a ticket notification filter using a DynamicField-ITSMConfigItem field value?

Postby nedmaj » 11 Aug 2017, 16:02

Samuel

OTRS 5.0.17
OTRS::ITSM 5.0.17
OS: CentOS 6.5
Database: Oracle 12.1
Reporting: Pentaho
DW Database: PostgreSQL
User database and auth module: LDAP (Active Directory)
Mail server: Microsoft Exchange
Sendmail module: Sendmail (Postfix)
3rd party packages: Yes
SSL: Yes
Number of agents: 450
Number of customers: 20000
Number of CIs: 30000


Return to “Help”

Who is online

Users browsing this forum: No registered users and 13 guests