OTRS – Moving dynamic fields around in the New Ticket View

OTRS — Jeff Eske on June 15, 2012 at 10:53 am

UPDATED:  I’ve changed employers and have moved on to other projects.  I no longer use OTRS, or have access to OTRS, so I won’t really be able to help you beyond what I’ve already posted here. 

Jeff

By default, OTRS places the dynamic fields at the bottom of the ticket and basically uses a function to scroll through and list them, one right after the other.  One nice feature that can be taken advantage of though, is the ability to hardcode the display of specific dynamic fields.  Using this, in addition to setting things up to show/hide the dynamic fields in different situations, allows us to setup the new ticket page in a more customizable manner.  You can actually put the code that displays the dynamic field anywhere within the ticket page that you want to, which means that you can move it from the bottom of the page up closer to the top, so that it’s more prominent.

One thing to remember though – if you leave the default dynamic field function in at the bottom of the page, the dynamic field will still be displayed there also.  What I did was comment out the default function and just hardcode in my dynamic fields where I wanted them.  The downside is that any new dynamic fields that are added to OTRS won’t automatically display.  You’ll have to go in and manually add them to the New Ticket page.  The upside is that you can position the field exactly where you want it on the page.

Jeff

5 Comments

  1. Hi Jeff. Great blog!
    I position my dynamic fields just like you described above.
    However I still have to enable/add them in the sysconfig for that page first, else they won’t show.
    Is this the normal way it works?

    Comment by Girish — August 17, 2012 @ 1:04 am
  2. Girish,

    That’s correct. All that I’m describing here is just changing where they display on the page. To get them to display, you’ll still need to enable them, as you normally would.

    Jeff

    Comment by Jeff Eske — August 17, 2012 @ 10:40 am
  3. Hello, Jeff,
    Thanks for a great advices 😉 Have been following those for a while now 🙂
    One thing to note – if you want to keep default dynamicField functonality as well as keeping custom positions of DynFields without duplication of data, then add these Dynamic Fields in variable @IndividualDynamicFields in the pm module beneath the .dtl file

    like

    if ( $DynamicFieldConfig->{Name} eq ‘MyGreatDynamicField’)
    { push @IndividualDynamicFields, $DynamicFieldConfig;
    next DYNAMICFIELD;}

    Comment by Artjoms — October 23, 2012 @ 1:32 pm
  4. Hello Jeff,

    I’m using otrs 3.2 and created a dynamic DATE/TIME field and use it to enter date/time at the time of ticket create. In 3.2 version, the date format is ok, but time format comes with 30minutes difference. i.e 14:00, 14:30, 15:00 and so on. Actually, I require it to be in 1 minute difference as in previous otrs version.
    Please help me on how can i use time format (1 minute difference) in otrs 3.2.

    Thanking you in advance.

    Regards,
    Ashish

    Comment by Ashishh — June 6, 2014 @ 3:18 am
  5. Hello Ashish,

    I’m sorry, but I’ve changed jobs and don’t work with OTRS anymore, so I can’t really help you. I would recommend that you look into the OTRS forums at: http://forums.otterhub.org/. They were very helpful for me.

    Good luck.

    Jeff

    Comment by Jeff Eske — June 6, 2014 @ 1:09 pm

RSS feed for comments on this post.

Sorry, the comment form is closed at this time.

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 2.5 License. | Jeff's Blog