TicketFreeText in CustomerTicketZoom

[d051a]

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

[micshi]

First create ticket free fields in Core::TicketFreeText, then enable them in Ticket::Frontend::CustomerTicketZoom###AttributesView.

[d051a]

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?

[d051a]

custom freetext field in an answer form "CustomerTicketZoom":

2.png

[micshi]

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

[micshi]

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.

[d051a]

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]

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

[d051a]

Hi!
Please look at my attached file.
I created a "ticket object" and "article object":

1.PNG

[micshi]

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

[d051a]

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

[yuri0001]

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.

[rafaqf]

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

[jojo]

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

[crythias]

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.

[rafaqf]

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