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Administrator Interface¶

This package provides new features to the ticket screens, using the bundled packages Hide/Show Dynamic Fields, Dynamic Ticket Templates and Restore Pending Information, as well as other functionalities provided by this package itself.

Hide/Show Dynamic Fields package allows the definition of ACLs based visibility of dynamic fields. For more information see the documentation of the package.

Dynamic Ticket Templates package uses the extension to the ACLs mechanism to create ticket templates based on the selected ticket type and service. These templates include a predefined ticket body, title, attachments and full dynamic fields visibility configuration.

Restore Pending Information package provides the functionality to pre-select the target time for pending reminder with the last target time (including time, status, title and text) set by the agent. For more information see the documentation of the package.

Ticket Forms itself, enables to set a custom maximum length for services and SLA names in ticket creation screens.

This feature can work cooperatively with Ticket Workflow package by integrating defined ticket workflows into a template and trigger them automatically when the ticket is created.

Contents

Example Usage¶

For this example we will use the same fields as in the example of Hide/Show Dynamic Fields, but is necessary to comment or remove the ACLs.

Note

While the dynamic ticket templates can work in conjunction with other ACL rules, it is recommended to test the templates without other affecting ACLs, and after the templates work as needed, incorporate other ACLs one by one.

Preparation¶

To show the full functionalities of the dynamic ticket templates we can simply remove all dynamic fields for New Phone Ticket in the system configuration setting Ticket::Frontend::AgentTicketPhone###DynamicField or disable the dynamic fields:

Brand → 0 - Disabled
VWModel → 0 - Disabled
VWProductionFacility → 0 - Disabled
PeugeotModel → 0 - Disabled
PeugeotProductionFacility → 0 - Disabled
Fuel → 0 - Disabled
Accessories → 0 - Disabled
Remarks → 0 - Disabled
RegistrationDate → 0 - Disabled
InvoiceDate → 0 - Disabled

To define a dynamic ticket template it is necessary to specify a ticket type and a service. If these features are not activated by default, please follow the next steps before start using this feature.

To activate ticket type and service features:

Go to the System Configuration screen.
Select OTRS in the Navigation widget.
Navigate to Core → Ticket in the navigation tree.
Scroll down to the setting Ticket::Service and enable it.
Scroll down to the setting Ticket::Type and enable it.

Note

If you already have ITSM packages installed, these options are already active.

To activate ticket type and service features for the external interface:

Go to the System Configuration screen.
Select All settings in the Navigation widget.
Navigate to Frontend → External → View → TicketCreate in the navigation tree.
Scroll down to the setting ExternalFrontend::TicketCreate###Service and enable it.
Scroll down to the setting ExternalFrontend::TicketCreate###TicketType and enable it.

Create the following services:

Peugeot Service
VW Service

All services should be available for the customer user who will use this feature, or marked as default services.

Goals of This Example¶

The goals of this example are the follows:

If the selected service is VW Service and the selected dynamic ticket template is VW Template 1, the ticket form should look like:
Subject VW Service Request 1

Body

Oil Change

Oil Filter Change

Air Filter Change

Fluids Check

Dynamic Fields

VWModel: visible and required

VWProductionFacility: visible

If the selected service is VW Service and the selected dynamic ticket template is VW Template 2, the ticket form should look like:

Subject VW Service Request 2

Body The selected accessory reports the following issues:

Dynamic Fields

VWModel: visible

Accessories: visible and required

Remarks: visible

RegistationDate: visible

InvoiceDate: visible

If the selected service is Peugeot Service, the ticket form should look like:
Subject Peugeot Service Request

Body The car computer reports the following issues:

Dynamic Fields

PeugeotModel: visible

PeugeotProductionFacility: visible

Fuel: visible

Create Dynamic Ticket Templates¶

To create a dynamic ticket template:

Open the Dynamic Ticket Templates module of the Ticket Settings group in the administrator interface.
Click on the Add template button in the left sidebar.
Fill in the required fields.
Click on the Save button.

If you have added other dynamic fields by your own, the template form will show more fields than the ones explained in this examples. There is nothing to worry about, just leave all other dynamic fields as Hide while you create the new templates.

There are special dynamic fields from ITSM packages that are not displayed in the template form. These special fields have a determined behavior and they should be always hidden, always shown or their visibility depends on other configurations, so they can not be part of the template definition. Also any dynamic field marked as Internal will not be displayed in the template form.

Activate Dynamic Ticket Templates¶

Once there are one or more templates activated in the system, you can use them.

Note

ACL restrictions will be ignored for the superuser account (UserID 1).

To activate a dynamic ticket template:

Click on the New phone ticket menu item of the Ticket menu in the navigation bar.

There is a new field called Dynamic Ticket Template. By default it is empty and it will be filled automatically when you select the appropriate combination of ticket type and service.
Fill the form with the following data:
- Type: Unclassified
- Customer user: Customer 1
- To queue: Misc
- Service: VW Service
The Dynamic Ticket Template field will be automatically populated with VW Template 1 and VW Template 2.
Select each template and match the resulting New Phone Ticket form with the expected results.
Now change the selected service to Peugeot Service. As there is only one template defined for this combination of ticket type and service, the template will be automatically selected for you.
Compare the resulting New Phone Ticket form with the expected results.

This complete example can be tested also New Email Ticket or external New Ticket screen without changing anything.

The template definition is independent from the screen and once a template is defined, it can be used on any ticket creation screen, but please review the dynamic field configuration on each screen for the default fields configuration when a template is not selected.

Dynamic Ticket Templates Customer Groups¶

For this example we will use the Peugeot Template defined in the example above.

The goal to have a pre-filled form to create a new ticket in external interface.

To configure a customer group:

Go to the System Configuration screen.
Select OTRS in the Navigation widget.
Navigate to Core → Customer in the navigation tree.
Scroll down to the setting CustomerGroupSupport and enable it.
Select OTRSTicketForms in the Navigation widget.
Navigate to Core → DynamicTicketTemplate in the navigation tree.
Scroll down to the setting Ticket::DynamicTicketTemplate::CustomerGroup and enable it.
Go to the Group Management screen of the administrator interface.
Create the group Peugeot Customer.
Go to the Customers ↔ Groups screen of the administrator interface.
Assign Customer 1 customer to the Peugeot Customer group.
Go to the Dynamic Ticket Templates ↔ Groups screen of the administrator interface.
Assign the Peugeot Customer group to the Peugeot Template template.
Login in the external interface as customer user of Customer 1 and create a new ticket.
Compare the pre-filled new ticket form with the expected results. Also notice that the ticket type is pre-selected as default and service is also pre-selected as Peugeot Service.

You can also set the optional settings, but for this example we will not use these optional settings, so you can leave it as default.

Dynamic Ticket Templates and Ticket Workflows¶

For this example we will use the VW Template 1 defined previously.

The goal to activate a predefined ticket workflow when create a new ticket using a particular dynamic ticket template.

Dynamic ACL Module¶

The package includes the functionality of the package Hide/Show Dynamic Fields and adds so-called dynamic ticket templates (DTT), which are capable of explicitly hiding and/or showing dynamic fields in ticket create forms.

This is realized via a ticket ACL module shipped with the package, which - based on the configured templates - dynamically creates a special ACL for hiding and/or showing certain dynamic fields.

All configured and valid ACLs are executed based on their names in ascending alphanumeric order, for example:

AAAFirstACL
BBBSecondACL
CCCThirdACL

The resulting rules of these ACLs are merged in the background for the related views, if possible. If they conflict with certain data (i.e. AAAFirstACL explicitly hides a certain field, while CCCThirdACL explicitly redisplays the same field), the latest ACL (in our example CCCThirdACL) will be executed last and has therefore the higher priority.

To be able to influence the priority of the resulting rules, the system configuration setting Ticket::DynamicTicketTemplate::ACLName contains the name of this generated ACL. This name can be customized to match the already active set of configured ACLs correctly.

Subject	VW Service Request 1
Body	Oil Change Oil Filter Change Air Filter Change Fluids Check
Dynamic Fields	`VWModel`: visible and required `VWProductionFacility`: visible

Field name	Value
Name	`VWTemplate1`
Comments	VW Template 1
Valid	Valid
Frontend	Agent and External Interface
Type	Unclassified
Service	VW Service
Subject	VW Service Request 1
Body	Oil Change Oil Filter Change Air Filter Change Fluids Check
Attachments
`Brand`	Hide
`VWModel`	Show as mandatory
`VWProductionFacility`	Show
`PeugeotModel`	Hide
`PeugeotProductionFacility`	Hide
`Fuel`	Hide
`Accessories`	Hide
`Remarks`	Hide
`RegistationDate`	Hide
`InvoiceDate`	Hide

Field name	Value
Name	`VWTemplate2`
Comments	VW Template 2
Valid	Valid
Frontend	Agent and External Interface
Type	Unclassified
Service	VW Service
Subject	VW Service Request 2
Body	The selected accessory reports the following issues:
Attachments
`Brand`	Hide
`VWModel`	Show
`VWProductionFacility`	Hide
`PeugeotModel`	Hide
`PeugeotProductionFacility`	Hide
`Fuel`	Hide
`Accessories`	Show as mandatory
`Remarks`	Show
`RegistationDate`	Show
`InvoiceDate`	Show

Field name	Value
Name	`PeugeotTemplate`
Comments	Peugeot Template
Valid	Valid
Frontend	Agent and External Interface
Type	Unclassified
Service	Peugeot Service
Subject	Peugeot Service Request
Body	The car computer reports the following issues:
Attachments
`Brand`	Hide
`VWModel`	Hide
`VWProductionFacility`	Hide
`PeugeotModel`	Show
`PeugeotProductionFacility`	Show
`Fuel`	Show
`Accessories`	Hide
`Remarks`	Show
`RegistationDate`	Show
`InvoiceDate`	Show