It limits the number of values in the child dynamic field according to a chosen value in the root dynamic field.
Provided a new version is released within a year from purchasing one of the premium add-ons, the upgrade of a purchased one will be free of charge.
III. Installation Process
After downloading and unzipping the package you have to be logged in as the OTRS Administrator. This is necessary to install the package further.
Img. 1. OTRS user logged as Administrator.
After logging in go to the chart Admin and click it to open the Administration panel. Then go to the System Administration window and find the Package Manager module at the very bottom of the Administration panel. This module will allow you to updated and extend your system with software packages.
Img. 2. Package Manager module inside the Administration panel.
Inside the Package Manager click on the Choose the file button inside the Actions window which you will find on the left side of the panel.
Img. 3. Choose the file button inside the Package Manager.
After clicking the button there will appear a new browser window which will allow you to choose the file you want to install. After unzipping the package you should find the installation file in the path:
Choose the DynamicField Categoryzation-1.0.0.opm file and click open in the web browser window.
Img. 4. DynamicField Categorization file.
If you followed all the steps above you should now click the Install package button inside the Action window.
Img. 5. Install package button.
If you see the message about OTRS Group recommendation please click Continue button.
Img. 6. OTRS recommendation verification window.
Please wait for a while. System now is installing the package. After successful installation you will see a new window. Click the Continue button.
III. User's Guide
Dynamic Field Categorization
After the installation process is completed you can see that new additional modules in the administration panel has been installed:
- Dynamic Fields Hierarchy in the Ticket Settings panel
- Customer <-> Categorization and Categorization Settings in the Customer Management panel
Img. 8. Additional moduls installed with the package.
Creating Dynamic Fields
To start working with this new feature we have to add some dynamic fields (We will categorize them later). In the administration panel go to Dynamic Fields. When the Dynamic Fields Management – Overview window opens go to Actions and from the Ticket drop down list choose the Dropdown option.
Img. 9. Dynamic Field Management window.
When the new appears we have to specify some values for our new dynamic field such:
- Dynamic Field Name in the General Settings.
- Dynamic Field Label in the General Settings.
- Add some Values in the DropdownField Settings (Key => Value).
- Set the option “Add empty value” to YES in the Dropdown settings and click the save
Above settings has been shown on Img .9.
Img. 10. Setting up the first level of the Dynamic Field.
We have already created first level dynamic field. Now it’s time to create next two levels. To do that we have to repeat above 1-4 steps. We should now have three new Dynamic Fields with three values each (see picture below).
Img. 11. List of the new Dynamic Fields.
Setting up Dynamic Field's hierarchy
Once we have created the dynamic fields we have to specify the relation (hierarchy) between them. In the administration panel in the Ticket Settings options go to Dynami Fields Hierarchy.
Img. 12. Location of the Dynamic Fields Hierarchy module.
When the new view appears you suppose to see the dynamic fields that you have previously created. The list of our dynamic fields contains attributes such:
- Dynamic Field Name.
- Dynamic Field ID.
- Dynamic Field’s parent ID.
- Additional option which allows us to use specified dynamic field in a Customer <-> Categorization module.
Fill the list in the fashion as it’s shown at the picture below and click submit.
Img. 13. Dynamic Field Hierarchy Management View.
To enable categorization setting go to Customer User <-> Groups in the administration panel. When the new window opens you will see an information which says that “This feature is disabled”. To enable the option click button Enable it here!.
Img. 14. Enabling categorization settings.
After clicking the button you will be redirected into System Configuration (SysConfig). In this panel find the option CustomerGroupSupport at set its value to YES and click Update.
Img. 15. Enbling categorization settings from the System Configuration.
When the categorization options are enabled go to Categorization Settings in the Administration Panel.
Img. 16. Location of the Categorization Settings.
In the Categorization Settings window you should see all of the dynamic fields which parent’s ID has been set different from 0.
Img. 17. List of Dynamic Fields in the Categorization Settings.
Click the firs Dynamic Field (in this case it’s Field2ndLevel). In the new window you will see the list of the dynamic field’s values.
Img. 18. dynamic field values.
Now click the first value first value level 1st in this case. In the new window please select the checkbox next to the first value as it’s shown below and click save. Then select the second value and select the checkbox next to second value and do the same for the third value.
Img. 19. Values to save for the dynamic field.
Repeat the above process for the dynamic field called Field3rdLevel.
Then go to Admin -> Customer <-> Categorization and select any user you want to and set up the permissions for all available dynamic fields .
Img. 20. Customer/Categorization module in the Administration Panel.
Img. 21. Managing the Dynamic Field permissions for the user.
Now edit some system configuration. In the SysConfig go to Ticket -> Frontent::Agent::Ticket::ViewPhoneNew. Find the below settings and also fill them as in the fashion shown below.
Img. 22. SystemConfiguration needed to configure the new Dynamic Fields features during creation of new phone ticket.
After preparing all the configuration go to Tickets -> Create new phone ticket in the agent’s panel. In the new window you will see thath new dynamic field has been added.
Img. 23. Dynamic Field added in the ticket create window.
Now try to test its functionality. You will see that setting in the firs dynamic field one option makes second dynamic field visible with previously defined values.