Hide/Show Dynamic Fields

 

 

OTRS Feature Show/Hide Dynamic Field

 

 

Target Groups

  • IT services
  • Complaint Management
  • E-Commerce
  • Supply-Chain Management
  • IT support
  • Sales & Marketing
  • Procurement

Benefits

  • Clarity and transparency for your users
  • Flexible configuration of ticket information in the agent and customer interface
  • Faster and more accurate entering of information, saving time for your employees and customers

Functionality

A dynamic field essentially enables the extension of the information stored in a ticket and the individual configuration of your OTRS Business Solution™ or OTRS Business SolutionManaged. However, dynamic fields can also cause confusion when they appear in the wrong context.

A typical example of an internal IT-department process is the ordering of hardware or software in OTRS. Dynamic fields help structure this order process through drop-down lists.

After choosing the object to be ordered (e.g. hardware), the feature ‘Hide/Show Dynamic Field’ ensures that only appropriate choices will appear in the next step – e.g. screen, keyboard and printer. The dynamic fields defined for software – e.g. word processing, image processing or spreadsheet software – will not be displayed. This feature can be used in the agent and the customer interface of your OTRS Business Solution™ or OTRS Business SolutionManaged.

With this feature the following screens can be configured:

  • Agent Interface:
    • New Phone Ticket
    • New Email Ticket
    • Ticket Phone Inbound
    • Ticket Phone Outbound
    • Ticket Note
    • Ticket Close
    • Ticket Move
    • Ticket Pending
    • Ticket Free Fields
    • Ticket Owner
    • Ticket Responsible
    • Ticket Priority
  • Customer Interface:
    • New Ticket
    • Ticket reply (within Ticket Zoom)

Please Note

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