Features (AddOns)

Service Up

InBox DynamicFieldTicketClosed

Version 6.1.1

Creation Date 2018-06-20

Resources

This module adds a new type of dynamic field that allows you to view the calls according to the configured state of the client. When creating a new ticket via the process and selecting one of the tickets displayed in the dynamic field, an Action is triggered that fills the fields (configurable fields) of the ticket via the process according to the data of the fields found in the selected ticket.

Prerequisites

Framework

The following versions of the Znuny framework are supported:

  • [6.0.x]
  • [6.1.x]
  • [6.2.x]
  • [6.3.x]
  • [6.4.x]

Modules

The following modules are required:

  • InBox Core 6.15.7 or higher

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ DynamicFieldTicketClosed-6.1.1.opm

Configuration

Follow the settings below for the correct use of the module.

DynamicFields::Core::DefaultFields

Configuration of the fields that will be filled in automatically when choosing a ticket in the dynamic field.

It is not necessary to add dynamic process fields. They will be filled in automatically according to the selected closed ticket

Configuração

Usage

Configuration of fields to be filled in automatically

Go to "Administration -> System Configuration" and search for DynamicFields::Core::DefaultFields

Configuração

Define the key (field name) and content for the fields that should be filled in automatically.

Content values:

  • 1 - Fill in the field

  • 0 - Do not fill in the field

Configuração

Dynamic field creation

Go to "Administration -> Dynamic Fields".

On the “Dynamic Field Management” screen, go to the 'Actions' menu and click in 'Closed Calls'.

Configuração

We now define the parameters for adding the Closed Calls dynamic field.

The name of the field must be exactly “TicketClosed”.

Configuração

By default, the field will list the calls with the states closed, being possible to change the states.

Configuração

It is also possible to change the filter of days and the limit of the displayed tickets.

Configuração

After clicking Save to implement the changes.

Including the dynamic field in the process

Go to "Administration -> Process Management"

Select the Process in which you want to include the dynamic field.

In Add and Edit Activities, Activity Windows and Transactions, click on the “Edit this activity” icon.

Configuração

Note: If there is no activity linked to the Process, add it.

Under 'Activity Windows - Assign Activity Window', click on the “Edit” icon for the activity.

Configuração

In the 'Edit Activity Window', in the 'Fields menu' Click on DynamicField_TicketClosed under 'Available Dynamic Fields' and drag it for Assigned Fields.

Configuração

A window will open to Edit field details, keep the Display as “Display Field” and do a Save.

Save the process changes and implement it.

Configuração

Field View

When selecting a ticket already closed in the field, the following fields of the new ticket via process are automatically filled in according to the data contained in the selected ticket.

Note: The fields are still editable.

  • In Red: Call chosen

  • In green: Values filled according to the selected ticket

Configuração

Note: If the call is not a process ticket, only the list of closed tickets will be displayed. And it will not fill in the other fields.