[otrs] Tickets By Customer with Customized Fields

[Moises Silva]

Hi Everyone,

    I need to customize tickets by specific customer, but I don´t if possible in OTRS.

    Example: 

    For all customer I have 4 types on the ticket (tp1, tp2, tp3, tp4), but for specific customer I need to included the specific type and included the others 4  (tp1, tp2, tp3, tp4, tp5)

    When I select the tp5, then we need to change the content on priority, only to list p5-1, p5-2 and enable the new dynamic field (TEXT FIELD) with the name TXNEWFIELD.

   Is there someone that pass for this situation that can help me?

Thanks,

Moises

[Alvaro Cordero]

Hello Moises, there are various ways of accomplishing what you said, one would be using ACLs based on Customer ID to filter Types and/or priorities, to add a dynamic field on regular forms its simple, but then you cannot hide/show it based on customer ids. 

Then I would try using Processes to create specific forms, that can be used only by those allowed customers, the ones that can have additional Fields or specific types and/or Priorities. 

Best Regards

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Alvaro Cordero Retana
Consultor de Tecnologias

Tel: 22585757 ext 123

Email: alv...@gridshield.net

[Moises Silva]

Alvaro,

     Thanks your assistance.

     I solved this problem using JS Script on this file /opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/CustomerTicketMessage.tt , below the reference link used for this situation

     https://forums.otterhub.org/viewtopic.php?f=60&t=24116&p=136338&hilit=Hide+dynamicfield#p136338

Best Regards,

Moises