Administrator Interface

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 the 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 the 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.

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

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

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

Activate Dynamic Ticket Templates

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

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 the 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 the 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.