TicketFreeText in CustomerTicketZoom

Moderator: crythias

Post Reply
d051a
OTRS newbie
Posts: 23
Joined: 11 Jul 2011, 15:31
OTRS Version?: 3.0.9

TicketFreeText in CustomerTicketZoom

Post by d051a » 17 Feb 2012, 09:45

hi all!
How can i create custom field "TicketFreeText" in "CustomerTicketZoom".
PS: Sorry for my bad english.

micshi
OTRS wizard
Posts: 191
Joined: 05 Jul 2011, 16:10
OTRS Version?: 3.2.2
Real Name: Micshi
Location: Beijing
Contact:

Re: TicketFreeText in CustomerTicketZoom

Post by micshi » 21 Feb 2012, 07:07

First create ticket free fields in Core::TicketFreeText, then enable them in Ticket::Frontend::CustomerTicketZoom###AttributesView.
OTRS 3.2.2, ITSM 3.2.2, SystemMonitor
Ubuntu, Apache2, MySQL 5
My OTRS Blog
OTRS Basic Concept Training
OTRS Demo Instance

d051a
OTRS newbie
Posts: 23
Joined: 11 Jul 2011, 15:31
OTRS Version?: 3.0.9

Re: TicketFreeText in CustomerTicketZoom

Post by d051a » 21 Feb 2012, 08:56

micshi wrote:First create ticket free fields in Core::TicketFreeText, then enable them in Ticket::Frontend::CustomerTicketZoom###AttributesView.
Hi! Thanks for you answer.
This value shows the activated ticket attributes in the customer interface:
1.PNG
but i need add custom freetext field in an answer form "CustomerTicketZoom".
you understand me? :)
You do not have the required permissions to view the files attached to this post.

d051a
OTRS newbie
Posts: 23
Joined: 11 Jul 2011, 15:31
OTRS Version?: 3.0.9

Re: TicketFreeText in CustomerTicketZoom

Post by d051a » 21 Feb 2012, 08:58

custom freetext field in an answer form "CustomerTicketZoom":
2.png
You do not have the required permissions to view the files attached to this post.

micshi
OTRS wizard
Posts: 191
Joined: 05 Jul 2011, 16:10
OTRS Version?: 3.2.2
Real Name: Micshi
Location: Beijing
Contact:

Re: TicketFreeText in CustomerTicketZoom

Post by micshi » 21 Feb 2012, 18:06

Hi,

Just understand you.

You want to have some freetext fields that can be edit when customer composing reply article.

Interesting question, I need time think about it. I will come back to you.

Thanks,

micshi
OTRS 3.2.2, ITSM 3.2.2, SystemMonitor
Ubuntu, Apache2, MySQL 5
My OTRS Blog
OTRS Basic Concept Training
OTRS Demo Instance

micshi
OTRS wizard
Posts: 191
Joined: 05 Jul 2011, 16:10
OTRS Version?: 3.2.2
Real Name: Micshi
Location: Beijing
Contact:

Re: TicketFreeText in CustomerTicketZoom

Post by micshi » 22 Feb 2012, 03:15

For 3.0.x, you can not create freetext fields in CustomerTicketZoom via Sysconfig UI, it needs code development to achieve this function.

For 3.1.x, you can creat DynamicFields in CustomerTicketZoom via Sysconfig.
OTRS 3.2.2, ITSM 3.2.2, SystemMonitor
Ubuntu, Apache2, MySQL 5
My OTRS Blog
OTRS Basic Concept Training
OTRS Demo Instance

d051a
OTRS newbie
Posts: 23
Joined: 11 Jul 2011, 15:31
OTRS Version?: 3.0.9

Re: TicketFreeText in CustomerTicketZoom

Post by d051a » 23 Feb 2012, 21:14

micshi wrote:For 3.0.x, you can not create freetext fields in CustomerTicketZoom via Sysconfig UI, it needs code development to achieve this function.

For 3.1.x, you can creat DynamicFields in CustomerTicketZoom via Sysconfig.
Thanks!
I installed OTRS 3.1.1 and encountered the same problem:
field "DynamicField" does not appear in the "CustomerTicketZoom"
Although I have successfully created the field of "DynamicField" in the "CustomerViewNew"

I'm creating a new field "Field1" in the "Dynamic Fields", later in Frontend:Customer:Ticket:ViewZoom in Ticket:Frontend:CustomerTicketZoom###DynamicField i add key: Field1, Content: 1.

What's i wrong doing?

micshi
OTRS wizard
Posts: 191
Joined: 05 Jul 2011, 16:10
OTRS Version?: 3.2.2
Real Name: Micshi
Location: Beijing
Contact:

Re: TicketFreeText in CustomerTicketZoom

Post by micshi » 24 Feb 2012, 03:22

There two different kind of Dynamic field, ticket object and article objetc.

You should create a new dynamic field with article object in this case.

Then active this article dynamic field in
Ticket::Frontend::CustomerTicketMessage###DynamicField, customer can populate this field in article.
Ticket::Frontend::CustomerTicketZoom###DynamicField, customer can see this field in article.

This is a great improved feature in 3.1.1
OTRS 3.2.2, ITSM 3.2.2, SystemMonitor
Ubuntu, Apache2, MySQL 5
My OTRS Blog
OTRS Basic Concept Training
OTRS Demo Instance

d051a
OTRS newbie
Posts: 23
Joined: 11 Jul 2011, 15:31
OTRS Version?: 3.0.9

Re: TicketFreeText in CustomerTicketZoom

Post by d051a » 27 Feb 2012, 08:21

Hi!
Please look at my attached file.
I created a "ticket object" and "article object":
1.PNG
You do not have the required permissions to view the files attached to this post.

micshi
OTRS wizard
Posts: 191
Joined: 05 Jul 2011, 16:10
OTRS Version?: 3.2.2
Real Name: Micshi
Location: Beijing
Contact:

Re: TicketFreeText in CustomerTicketZoom

Post by micshi » 27 Feb 2012, 09:25

You can not input value in dynamic field when customer replying ticket.

The following two configuration items are used to show (not for input) dynamic fields in CustomTicketZoom.
Ticket::Frontend::CustomerTicketZoom###DynamicField
Ticket::Frontend::CustomerTicketZoom###AttributesView
OTRS 3.2.2, ITSM 3.2.2, SystemMonitor
Ubuntu, Apache2, MySQL 5
My OTRS Blog
OTRS Basic Concept Training
OTRS Demo Instance

d051a
OTRS newbie
Posts: 23
Joined: 11 Jul 2011, 15:31
OTRS Version?: 3.0.9

Re: TicketFreeText in CustomerTicketZoom

Post by d051a » 28 Feb 2012, 07:53

Ok! Thanks!
How can i create dynamic field where customer can input value? :oops:

yuri0001
OTRS ninja
Posts: 631
Joined: 17 Mar 2011, 14:40
OTRS Version?: 5.0.6
Real Name: Yuri Kolesnikov
Location: Russia

Re: TicketFreeText in CustomerTicketZoom

Post by yuri0001 » 28 Feb 2012, 09:01

When do you want customer enter this fields? When he create the ticket or when he answered to agent?
In first case - see the previous answer of Michi.
The second - not available as I know. :?
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)

rafaqf
OTRS expert
Posts: 80
Joined: 30 Mar 2011, 11:10
OTRS Version?: 3

Re: TicketFreeText in CustomerTicketZoom

Post by rafaqf » 28 Jun 2012, 10:56

yuri0001 wrote:When do you want customer enter this fields? When he create the ticket or when he answered to agent?
In first case - see the previous answer of Michi.
The second - not available as I know. :?
Is there no way to show input TicketFreeText Fields in the CustomerViewZoom? Why?

I don't understand it, it can be also necessary that you could be able to fill some new fields after an agent sends a ticket to a customer. There must be a way to achieve it! With which reason would the developers make it impossible??? That has no sense.

Please if there is any possible way or not, let me know, it's at the moment very important for us.

Thank you very much.

Cheers,
Rafa
OTRS 3.0.11 and KIX4OTRS on Linux

jojo
Moderator
Posts: 14571
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: TicketFreeText in CustomerTicketZoom

Post by jojo » 28 Jun 2012, 12:47

There is no way to have the fields as input fields in CustomerTicketZoom as it is not implemented (and typically there is no need for customers to change a field afterwards)

If you really need it, you should get someone who develops this feature for you
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

crythias
Moderator
Posts: 10096
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: TicketFreeText in CustomerTicketZoom

Post by crythias » 28 Jun 2012, 13:12

The FreeText fields are for the customer to initially give information and for the agents to change. Jojo has the correct answer.

If the customer wants to update a field, he can submit a request for the information to be changed and the agent can change it. The ticketing system is designed (as I see it) that the customer is relieved of any need to make changes to the ticket aside from correspondence. Which, incidentally, is most of the time, ... If you want, for instance, a survey, that's a different module.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask

rafaqf
OTRS expert
Posts: 80
Joined: 30 Mar 2011, 11:10
OTRS Version?: 3

Re: TicketFreeText in CustomerTicketZoom

Post by rafaqf » 28 Jun 2012, 15:13

crythias wrote:The FreeText fields are for the customer to initially give information and for the agents to change. Jojo has the correct answer.

If the customer wants to update a field, he can submit a request for the information to be changed and the agent can change it. The ticketing system is designed (as I see it) that the customer is relieved of any need to make changes to the ticket aside from correspondence. Which, incidentally, is most of the time, ... If you want, for instance, a survey, that's a different module.
Thank you very much for your answers.

Ok, so it's a feature that should be completely developed.

Could you guide me to the best practices to develop a module like that? I mean, it's a perl module which must do something similar to another OTRS Module? Is it something totally new and it must be done from scratch? Is it just a module that must accomplish some special requirements or must it also call OTRS functions and to become part of a hierarchy?

Thank you so so so much.

Rafa
OTRS 3.0.11 and KIX4OTRS on Linux

Post Reply