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.

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 from the New Phone Ticket screen by resetting the system configuration setting Forms###AgentFrontend::TicketCreate::Phone::CreateProperties to the default value, or disable the specific dynamic fields in the YAML configuration of this form:

- Label: Dynamic Fields
  Collapsible: 1
  Fields:
  - Name: DynamicField_Brand
    Inactive: 1
  - Name: DynamicField_VWModel
    Inactive: 1
  - Name: DynamicField_VWProductionFacility
    Inactive: 1
  - Name: DynamicField_PeugeotModel
    Inactive: 1
  - Name: DynamicField_PeugeotProductionFacility
    Inactive: 1
  - Name: DynamicField_Fuel
    Inactive: 1
  - Name: DynamicField_Accessories
    Inactive: 1
  - Name: DynamicField_Remarks
    Inactive: 1
  - Name: DynamicField_RegistrationDate
    Inactive: 1
  - Name: DynamicField_InvoiceDate
    Inactive: 1

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:

  1. Go to System Configuration screen.

  2. Select OTRS in the Navigation widget.

  3. Navigate to Core → Ticket in the navigation tree.

  4. Scroll down to the setting Ticket::Service and enable it.

  5. Scroll down to the setting Ticket::Type and enable it.

    Note

    If you have OTRSServiceManagement package installed, these options are already active.

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

  1. Go to System Configuration screen.
  2. Select All settings in the Navigation widget.
  3. Navigate to Frontend → External → View → TicketCreate in the navigation tree.
  4. Scroll down to the setting ExternalFrontend::TicketCreate###Service and enable it.
  5. 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:

  1. Open the Dynamic Ticket Templates module of the Ticket Settings group in the administrator interface.
  2. Click on the Add template button in the left sidebar.
  3. Fill in the required fields.
  4. 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 other 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.

See also

A quick way to know if a dynamic field is Internal is to look at dynamic fields in the overview table of the Dynamic Fields Management screen. Internal dynamic fields can not be deleted, and they does not have a icon in the Delete column.

Create the VW Template 1 dynamic ticket template with the following data:

Field name Value
Name VWTemplate1
Comment 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

Create the VW Template 2 dynamic ticket template with the following data:

Field name Value
Name VWTemplate2
Comment 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

Create the Peugeot Template dynamic ticket template with the following data:

Field name Value
Name PeugeotTemplate
Comment 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

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:

  1. Click on the Take Phone Call menu item of the Action menu in the header 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.

  2. Fill the form with the following data:

    • Type: Unclassified
    • Customer user: Customer 1
    • Queue: Misc
    • Service: VW Service
  3. The Dynamic Ticket Template field will be automatically populated with VW Template 1 and VW Template 2.

  4. Select each template and match the resulting New Phone Ticket form with the expected results.

  5. 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.

  6. 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:

  1. Go to System Configuration screen.
  2. Select OTRS in the Navigation widget.
  3. Navigate to Core → Customer in the navigation tree.
  4. Scroll down to the setting CustomerGroupSupport and enable it.
  5. Select OTRSTicketForms in the Navigation widget.
  6. Navigate to Core → DynamicTicketTemplate in the navigation tree.
  7. Scroll down to the setting Ticket::DynamicTicketTemplate::CustomerGroup and enable it.
  8. Go to the Group Management screen of the administrator interface.
  9. Create the group Peugeot Customer.
  10. Go to the Customers ↔ Groups screen of the administrator interface.
  11. Assign Customer 1 customer to the Peugeot Customer group.
  12. Go to Dynamic Ticket Templates ↔ Groups screen of the administrator interface.
  13. Assign the Peugeot Customer group to the Peugeot Template template.
  14. Login in the external interface as customer user of Customer 1 and create a new ticket.
  15. 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.

See also

If no template is assigned to a group and the notification is enabled, such notification can be customized by adding different recipients or updating the notification body. To do this, edit the Missing DTT assignment for CustomerGroup notification in the Ticket Notifications screen of the administrator interface.