User Experience

DynamicField Dropdown and ConfigItem do not show values.

DynamicFields with a Dropdown behaviour, so also ConfigItem (without Multiselect) should have an option to disable showing the possible values by on-click.

 

I want OTRS to search for values while typing (auto completion look-up) without showing a big list of all possibilties.

Like the the DynamicFields "Customer" providing this finctionality allready but only for CustomerUser.

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0 votes

New Feature / Feature Enhancement

Merge dynamic and free fields when merging ticets

Use all dynamic and free fields when merging tickets. We use Dynamic fields and Free fields to map tickets to products or orders. However when we merge a ticket that doesn't have any free/dynamic fields we need to be certain to merge it in a specific order otherwise the free/dynamic fields will be removed/emptied. Better would be to map the fields of both tickets. If one ticket doesn't have the free/dynamic field, use ...more »

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9 votes

New Feature / Feature Enhancement

Dynamic SubjectLine for Move Articles

I suggest to implement a dynamic subject line (and body) pre filled for Move articles.

When you do a move from one queue to another it would be great if Subject line can be pre filled with s.th. "Move to 3rd Level queue" or "Move to TV queue".

In this examples "3rd Level" or "TV" will be the names of the queues currently selected where the ticket shall be moved.

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1 vote

New Feature / Feature Enhancement

Show different links for Dynamic field

I suggest to allow creation of a dynamic field (Type = text) with different URLs / links for each word (space separated) inside the list. In such a case you could enter different ids of bugtracking system which are linked to this ticket/article for example: TK234, TK235 Later on for each entry a URL will be created: www.bugtracking.company.com/tk234 www.bugtracking.company.com/tk235 (In current implementation a link ...more »

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8 votes

Development

Dynamic Field groups

I suggest the option to add a "group" function to dynamic fields. I am using lots os dynamic fields (more than 50), with different customers. Each custome has its own set of dynfield, and enabling it on every DTL, and for each template, it's quite a mess. If DynFields could be associated to a group, and this group could be activated instead/with the single dynamic fields, it would be great. example: customer 1: dynfield1, ...more »

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19 votes

Development

Store Dynamic Field Content as columns in the relevant table.

Today Dynamic Field Content is stored as separate value on just one column of the table in the db.

If you are going to use many DynField (over 15 in my situation), there can be performance slow-downs, since for each ticket update the table have to be scanned N-times.

 

If the DynField creation would add a column to the table, each time, there would be high performance improvement

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0 votes

Customer Service

Configurable Dynamic Q/A Form Ticket generator

I suggest a configurable, dynamic Q/A form ticket generator. This would be used by agents and customers likewise, to create tickets over a series of form fields in dependency to each other. In practice, the agent/ customer would just follow a predefined catalogue of questions, in form of drop downs/ multiselects/ option fields. Those question woud be in dependency to each other. At the end, the ticket would be created ...more »

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9 votes