It would be great if you can make a DynamicField mandatory/optional via an ACL.
OTRS Business Solution™️ focuses on proper and effective operation of process tickets. However, in case of process tickets hiding of dynamic fields doesn't work with the help of ACL. If this function was set, the process ticket management would be even more effective and more professional processes could be created.
This function would be expected from Ticket Forms modul.
The possibility to have a tool tip available for the dynamic fields would be nice in order to guide costumer with there selection/required information.
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.
We just upgraded from 3.2.9 to 3.3.4, we love the new ability to customize columns in each Dashboard widget independently . We did notice that the Created column is no longer available for display. I like both Age and Created Date, but don't want to use 2 columns of the valuable real estate. I suggest you add the Created Date back to available columns and change the mouse hover for it to have the Age displayed. Also, ...more »
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 »
Two improvements to agent searching options: -#1 Currently stringing multiple fields together assumes an "and" relationship between the fields. (i.e. ticket was created today AND responsible is me). I would like to have the ability to have an OR relationship between search fields (i.e. Customer is X or Responsible is Y). -#2 Provide the ability to search on tickets based on article level details (i.e. display all ...more »
All of the options for different type of Dynamic Fields are nice, I would like to see one more. The ability to add a formula to calculate the value for the 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 »
I suggest to allow definition of the fields to be shown inside the search results. When composing a search there could be some checkboxes / fields to tick which data should be shown inside the result list. With this you could specify special search templates and directly get a list of data you are interested in (for example ticket-id, subject, agent, dynamic field 1, dynamic field 2, ... ) without the need to manipulate ...more »
It would be great if the OTRSMasterSlave Module would have the feature of selectively propagating dynamic fields from master to slave tickets.
For dynamic fields from type Textare you can specify the number of rows and columns - I do suggest to allow wide specification also for the other types via the admin Dynamic Fields Management section.