Dynamic Fields

After installation of the package some new dynamic fields are added to the system. The dynamic field management screen is available in the Dynamic Fields module of the Processes & Automation group.

Dynamic Field Management Screen

Dynamic Field Management Screen

New Dynamic Fields

This packages provides new dynamic fields and an OTRS daemon cron job to create new tickets with configured values based on knowledge base articles.

OTRSAutomatedFAQTicketCreatorStartTime

This dynamic field defines the start time for the ticket creation. This is a date/time field.

OTRSAutomatedFAQTicketCreatorEndTime

This dynamic field defines the end time for the ticket creation. This is a date/time field.

OTRSAutomatedFAQTicketCreatorFrequency

This dynamic field defines the frequency for the ticket creation. Possible values are: Daily, Weekly, Monthly, Quarterly, Yearly.

To create a ticket for each month choose the frequency Monthly.

OTRSAutomatedFAQTicketCreatorRepeatTimes

This dynamic field defines the repeat times for the ticket creation. Possible values are: 1-20.

If you choose the frequency Monthly and a repeat time of 2 then the ticket will be created each second month: January, March, May, July, etc.

OTRSAutomatedFAQTicketCreatorRepeatOnDays

This dynamic field defines the repeat on days for the ticket creation. Possible values are: Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday.

If you choose the frequency Daily, a repeat time of 2 and Monday to Friday as repeat on days then the ticket will be created each second day in the range between Monday to Friday: Monday, Wednesday Friday, Monday, etc.

OTRSAutomatedFAQTicketCreatorLastExecution

This dynamic field defines the last execution time for the ticket creation. This is a date/time field.

OTRSAutomatedFAQTicketCreatorSubject

This dynamic field defines the article subject for the ticket creation. Possible value is: [Article title], for example: This is the subject of the article.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###Subject

OTRSAutomatedFAQTicketCreatorTitle

This dynamic field defines the ticket title for the ticket creation. Possible value is: [Ticket title], for example: This is the title of the ticket.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###Title

OTRSAutomatedFAQTicketCreatorCustomerUser

This dynamic field defines the ticket customer user for the ticket creation. Possible values are: [Customer user login] โ†’ [Customer user full name], for example: customer-1 โ†’ John Doe.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###CustomerUser

OTRSAutomatedFAQTicketCreatorOwner

This dynamic field defines the ticket owner for the ticket creation. Possible values are: [Owner user login] โ†’ [Owner full name], for example: root@localhost โ†’ Admin OTRS.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###Owner

OTRSAutomatedFAQTicketCreatorResponsible

This dynamic field defines the ticket responsible for the ticket creation. Possible values are: [Responsible user login] โ†’ [Responsible full name], for example: root@localhost โ†’ Admin OTRS.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###Responsible

OTRSAutomatedFAQTicketCreatorPriority

This dynamic field defines the priority for the ticket creation. Possible values are: [Priority Name] โ†’ [Priority Name], for example: very low โ†’ 1 very low.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###Priority

OTRSAutomatedFAQTicketCreatorState

This dynamic field defines the ticket state for the ticket creation. Possible values are: [State name] โ†’ [State name], for example: pending reminder โ†’ pending reminder.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###State

OTRSAutomatedFAQTicketCreatorService

This dynamic field defines the ticket service for the ticket creation. Possible values are: [Service name] โ†’ [Service name], for example: 1st Level Service โ†’ 1st Level Service.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###Service

OTRSAutomatedFAQTicketCreatorBody

This dynamic field defines the article body for the ticket creation. Possible values are: [Knowledge base article field index] โ†’ [Knowledge base article field caption], for example: 1 โ†’ Symptom.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###Body

OTRSAutomatedFAQTicketCreatorSLA

This dynamic field defines the ticket SLA for the ticket creation. Possible values are: [SLA name] โ†’ [SLA name], for example: 1st Level SLA โ†’ 1st Level SLA.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###SLA

OTRSAutomatedFAQTicketCreatorType

This dynamic field defines the ticket type for the ticket creation. Possible values are: [Ticket type name] โ†’ [Ticket type name], for example: Unclassified โ†’ Unclassified.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###Type

OTRSAutomatedFAQTicketCreatorQueue

This dynamic field defines the queue for the ticket creation. Possible values are: [Queue name] โ†’ [Queue name], for example: Raw โ†’ Raw.

See also

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###Queue

To add new values:

  1. Choose the dynamic field you would like to change the values for.

  2. Add a new value in the Field Settings widget.

  3. Click on the Save button to save the dynamic field.

System Configuration

Use the following system configuration option to copy dynamic field values of the knowledge base article to the ticket:

  • OTRSAutomatedFAQTicketCreator::Core::DynamicFieldMapping###DynamicField

To define a default value for this dynamic field, you can also set a value to the following system configuration option:

  • OTRSAutomatedFAQTicketCreator::DefaultValues###DynamicField

Usage

The following use case example will show how to edit and add a customer user.

To edit field values of a dynamic field:

  1. Go to the Dynamic Fields module of the administrator interface.

  2. Choose the dynamic field you like to change the values for.

  3. Add a new value in the Field Settings widget.

  4. Click on the Save or Save and finish button to save the dynamic field.

For example copy the login name, first name and last name of the customer user to the field.

Edit Dynamic Field Value

Edit Dynamic Field Value

To edit default field values of a dynamic field:

  1. Go to the System Configuration screen.

  2. Select OTRSAutomatedFAQTicketCreator in the Navigation widget.

  3. Navigate to Core โ†’ OTRSAutomatedFAQTicketCreator โ†’ DefaultValues in the navigation tree.

  4. Add the default value for customer user to setting OTRSAutomatedFAQTicketCreator::DefaultValues###CustomerUser.

System Configuration โ€“ Default Value

System Configuration โ€“ Default Value

To copy a field value of a knowledge base article dynamic field into the new ticket dynamic field:

  1. Go to the System Configuration screen.

  2. Select OTRSAutomatedFAQTicketCreator in the Navigation widget.

  3. Navigate to Core โ†’ OTRSAutomatedFAQTicketCreator in the navigation tree.

  4. Search for setting OTRSAutomatedFAQTicketCreator::Core::DynamicFieldMapping###DynamicField.

  5. Set mapping for a dynamic field. You need to use the ticket field as key and the knowledge base article field as value.

System Configuration โ€“ Copy Value

System Configuration โ€“ Copy Value

Note

It is only possible to map dynamic fields of the same type.

To set default field values of a dynamic field for the ticket created dynamic fields:

  1. Go to the System Configuration screen.

  2. Select OTRSAutomatedFAQTicketCreator in the Navigation widget.

  3. Navigate to Core โ†’ OTRSAutomatedFAQTicketCreator โ†’ DefaultValues in the navigation tree.

  4. Search for setting OTRSAutomatedFAQTicketCreator::DefaultValues###DynamicField.

  5. Set some default values, for example:

    • Text: ExampleTicketDynamicField1Text โ†’ hallo

    • Multiselect: ExampleTicketDynamicField1Multiselect โ†’ Value1;Value2;Value3

    • Date: ExampleTicketDynamicField1Date โ†’ 2014-03-03

    • Date/Time: ExampleTicketDynamicField1DateTime โ†’ 2014-03-03 10:00:00

    • Checkbox: ExampleTicketDynamicField1Checkbox โ†’ 1

System Configuration โ€“ Default Field Value

System Configuration โ€“ Default Field Value

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