Features (AddOns)

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Custom Module UpdateChildField

This module updates the dynamic field of associated tickets as a child and links the value of the dynamic field when creating a child ticket.

Run

To execute the generic agent, the configured dynamic field must exist and be of the text type.

Custom module:

Module       => Kernel::System::GenericAgent::UpdateChildField::UpdateChildField
DynamicField => Name of the text-type dynamic field that will receive the value to be updated.

In the generic agent, select the dynamic field update event created to receive the value:

Generic Agent

Add in the system configuration the dynamic field in which the association is linked as a child:

Example:

DynamicField

When inserting a new value in the dynamic field, the associated calls as children, which have the same field, will be updated:

Example:

Insert value on dynamic field

Updated value in the dynamic field of the so-called child:

Change value field child

To create a child ticket that inherits the dynamic field from the parent ticket, it is necessary to add the dynamic field in the system settings:

Ticket::Frontend::AgentTicketPhone###DynamicField

Configuration system

When dividing a ticket it will inherit the value of the configured dynamic field:

Split ticket

Create ticket child