Dynamic Field in customer information (new phone ticket)

[jeberhardt]

Hi,

I have created a dynamic field for a customer company. I can see it in the customer information center.
I want it to be displayed in the customer information sidebar when creating a new phone or email ticket, too.
But I am not able to get this to work.
Has anyone an advice?

Thanks and greetings

Jürgen

[christianclavet]

Hi!

You could try to add your dynamic field in this slot from the system configuration web frontend:
Ticket::Frontend::AgentTicketZoom###DynamicField

This is the information I have about it:

Dynamic fields shown in the sidebar of the ticket zoom screen of the agent interface.

But this is in the ticketzoom screen. So after you composed your ticket.

There is this one I never tried that is in the compose screen on the frontend:
Ticket::Frontend::AgentTicketCompose###DynamicField

Dynamic fields shown in the ticket compose screen of the agent interface.

[jeberhardt]

Thanks for your reply. Adding dynamic fields in Ticket::Frontend::AgentTicketZoom###DynamicField works for dynamic fields of type Ticket but not for type Customer The mapping to the customer seems to be correct because I can edit the field in Admin --> Customer and it is displayed in the Customer Information Center. But the requirement is to see certain customer details when creating the ticket.

[christianclavet]

Ho! I was not aware that the DynamicField of type ticket and customer were not treated the same.

I don't see any information in the administration manual about theses types.

I'm sorry, I don't have any hint about how to display them by changing the settings in the frontend. You would probably be forced to modify the framework to allow those DynamicFields to appear in the ticket screens. There must be something that differentiate them and you would need to disable that.

Perhaps a more experienced user could provide a more helpful information...