[otrs] Copy LDAP field to dynamic field

[Lars Jørgensen]

Hi,

Is it at all possible to copy an LDAP field to a dynamic field? It's important to us that the users' departments are registered on the tickets for statistical purposes.

We're doing it manually, but it seems absurd when you can see the field in the Customer Information Sidebar box.

--

Lars

[Renee B]

See SysConfig option DynamicFieldFromCustomerUser::Mapping

- Renée

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[Lars Jørgensen]

Awesome! It worked brilliantly!

Lars

[Nick Bright]

On 5/30/2016 9:25 AM, Renee B wrote:

See SysConfig option DynamicFieldFromCustomerUser::Mapping

- Renée

I'm trying this as well, in OTRS v3.

I've followed the online help in the document, creating the dynamic field before adding it to the Mapping SysConfig option you've mentioned. I also enabled the "setting below" as its' help indicates.

However, I do not understand what this means:

The dynamic fields must be present in the system and should be enabled for AgentTicketFreeText, so that they can be set/updated manually by the agent.

Could you offer any advice or a link to the relevant section of documentation?

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[Nick Bright]

On 6/1/2016 2:54 PM, Nick Bright wrote:

On 5/30/2016 9:25 AM, Renee B wrote:

See SysConfig option DynamicFieldFromCustomerUser::Mapping

- Renée

I'm trying this as well, in OTRS v3.

I've followed the online help in the document, creating the dynamic field before adding it to the Mapping SysConfig option you've mentioned. I also enabled the "setting below" as its' help indicates.

However, I do not understand what this means:

The dynamic fields must be present in the system and should be enabled for AgentTicketFreeText, so that they can be set/updated manually by the agent.

Could you offer any advice or a link to the relevant section of documentation?

I am still struggling to get this to work. I think the key issue is that I do not understand what "should be enabled for AgentTicketFreeText" means in this context. Could anybody enlighten me?

[Alvaro Cordero]

Hello, 

From what I have seen before and using the config that Renee mentioned before, there are two config settings you have to consider, 

1. DynamicFieldFromCustomerUser::Mapping: Here you have to tell which attribute from LDAP should be mapped to each dynamic_field you created. 

2. Enable Ticket::EventModulePost###930-DynamicFieldFromCustomerUser 

And I believe you have to go into Config.pm file and add the lines for the mapping you created here before. 

Take a look into the forum below

http://www.evidente.de/2015/01/storing-customeruser-data-in-dynamic-fields/

Hope it Helps

Best Regards

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[Nick Bright]

On 6/13/2016 5:39 PM, Nick Bright wrote:

On 6/1/2016 2:54 PM, Nick Bright wrote:

On 5/30/2016 9:25 AM, Renee B wrote:

See SysConfig option DynamicFieldFromCustomerUser::Mapping

- Renée

I'm trying this as well, in OTRS v3.

I've followed the online help in the document, creating the dynamic field before adding it to the Mapping SysConfig option you've mentioned. I also enabled the "setting below" as its' help indicates.

However, I do not understand what this means:

The dynamic fields must be present in the system and should be enabled for AgentTicketFreeText, so that they can be set/updated manually by the agent.

Could you offer any advice or a link to the relevant section of documentation?

I am still struggling to get this to work. I think the key issue is that I do not understand what "should be enabled for AgentTicketFreeText" means in this context. Could anybody enlighten me?

Using a post to my previous thread in May (which I hadn't seen), this URL provided the guidance to get it working:

http://stephan14x.evidente.de/?p=80

[Nick Bright]

Now that I've gotten a dynamic field mapping working, the $65,535
question is this:

Is there any way to go back and populate this data for all old tickets
for customers whom the data is present in the Customer LDAP variables?

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-----------------------------------------------
- Nick Bright -
- Vice President of Technology -
- Valnet -=- We Connect You -=- -
- Tel 888-332-1616 x 315 / Fax 620-331-0789 -
- Web http://www.valnet.net/ -
-----------------------------------------------
- Are your files safe? -
- Valnet Vault - Secure Cloud Backup -
- More information & 30 day free trial at -
- http://www.valnet.net/services/valnet-vault -
-----------------------------------------------

This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

[Nick Bright]

On 6/13/2016 6:02 PM, Alvaro Cordero wrote:

Hello, 

From what I have seen before and using the config that Renee mentioned before, there are two config settings you have to consider, 

1. DynamicFieldFromCustomerUser::Mapping: Here you have to tell which attribute from LDAP should be mapped to each dynamic_field you created. 

2. Enable Ticket::EventModulePost###930-DynamicFieldFromCustomerUser 

And I believe you have to go into Config.pm file and add the lines for the mapping you created here before. 

Take a look into the forum below

http://www.evidente.de/2015/01/storing-customeruser-data-in-dynamic-fields/

Hope it Helps

Thank you very much for your response, that URL was in fact very helpful and I did get the mapping to work!

[Alvaro Cordero]

Since the magic is being done by an Event (TicketCreate|TicketCustomerUpdate) I believe you can "for one time" change the config to match certain event and run a generic agent into all those old tickets to force that event. 

That should do it.

Regards 

[Nick Bright]

On 6/13/2016 6:11 PM, Alvaro Cordero wrote:

Since the magic is being done by an Event (TicketCreate|TicketCustomerUpdate) I believe you can "for one time" change the config to match certain event and run a generic agent into all those old tickets to force that event. 

That should do it.

So for example, create a Generic Agent which would have an "Event based execution (single ticket)" set to "Add Event Trigger" of "TicketCustomerUpdate".

If my thought process is correct, this would trigger an event; one time; to execute TicketCustomerUpdate.

Have I understood correctly what your suggestion is?

Thank you,

[Nick Bright]

On 6/13/2016 6:16 PM, Nick Bright wrote:

On 6/13/2016 6:11 PM, Alvaro Cordero wrote:

Since the magic is being done by an Event (TicketCreate|TicketCustomerUpdate) I believe you can "for one time" change the config to match certain event and run a generic agent into all those old tickets to force that event. 

That should do it.

So for example, create a Generic Agent which would have an "Event based execution (single ticket)" set to "Add Event Trigger" of "TicketCustomerUpdate".

I've misread this. That's when the GA will execute, not what executing will do.

I'm searching on how to use the GA to cause a TicketCustomerUpdate event to be triggered for the matched ticket.

[Alvaro Cordero]

You have to make something happen on the ticket to trigger the event you want, for example add a note, change queue, whatever works so you capture that event to trigger the dynamic_field update. 

Regards 

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[Nick Bright]

On 6/13/2016 6:45 PM, Alvaro Cordero wrote:
> You have to make something happen on the ticket to trigger the event
> you want, for example add a note, change queue, whatever works so you
> capture that event to trigger the dynamic_field update.
>

So, I could change the Event list for the DynamicUpdate to include
"ArticleUpdate", then use the Generic Agent to "Add Note" to the ticket?

A note should be an article.... but this didn't seem to work.

[Alvaro Cordero]

That should work, I believe it is not ArticleUpdate but ArticleCreate when you add a note.

Regards