Using ACL to only show a dynamic field on a certain selected ticket state

[JHS]

Good morning!

I'm having trouble leveraging the ACL option in OTRS (I have never used it until this moment). Therefor I'm requesting assistance.

We are trying to only show the dynamic field 'SupplierList' when the agent has selected the ticket state 'waiting for 3rd party' in the AgentTicketNote field. When the agents have an other state selected then 'waiting for 3rd party', this dynamic field should be hidden.
Is this possible?

The way I think it should work, is:

• 1. making the dynamic field option available in the AgentTicketNote screen (Ticket::Frontend::AgentTicketNote###DynamicField)

• 2. Creating an ACL that always hides this dynamic field using no match settings and change settings: possiblenot

• 3. Creating an another ACL that only shows the dynamic field when the state is 'waiting for 3rd party': properties (not propertiesdatabase) => Ticket => State => 'waiting for 3rd party'. Change settings: PossibleAdd => Ticket => Dynamic field: SupplierList

I've tried this and it does not seem to work, now I'm unsure whether it is a syntax fault of mine, or whether is it not possible or my idea is incorrect.
Can you guys guide me in the right direction?
Much appreciated!

[JHS]

I just found this: https://www.otrs.com/otrs-business-solu ... ic-fields/
I suppose it is not possible without OTRS Business Solutions?

[zzz]

Hello,

you can hide values with ACLs but not whole elements.

You'll need custom development in this case.

You can:
- create your own file (might help)
- change an existing package
- get professional help

Best regards
Emin