Hello OTRS-Group,
I have problems with searching dynamic Text in OTRS 3.2.8
We enabled the two Dynamic Pulldowns in AgentTicketSearch
$Self->{'Ticket::Frontend::AgentTicketSearch'}->{'DynamicField'} = {
'ReasonCodes' => '1',
'ReasonCodesCategory' => '1'
};
We have about 150 ReasonCodes cascaded via ACLs in ReasonCodesCategory
which works quite well in different Dialogs.
ACLs:
##
## DEFAULT
##
$Self->{TicketAcl}->{'300-100-A-ReasonCodesCategory'} = {
Properties => {
# match always
},
Possible => {
Ticket => {
DynamicField_ReasonCodesCategory => ['', 'Register', 'Coupon',
'Sales', 'Shop', 'SME', 'Members', 'BackOffice', 'Events', 'Other'],
DynamicField_ReasonCodes => [''],
},
},
};
##
## 300-101
## Register
##
$Self->{TicketAcl}->{'300-101-Register'} = {
Properties => {
Ticket => {
DynamicField_ReasonCodesCategory => ['Register'],
},
},
Possible => {
Ticket => {
DynamicField_ReasonCodes => ['', '[RegExp]Register_'],
},
},
};
(same for each Category...)
The Problem is, that we cannot select a ReasonCode in the Search-Dialog:
We have no Problem selecting it in Statistics-Dialog, although there is
another Problem you will see in the Screenshot below - we have no
connection from Category to Code at this point, and the same name and
Number within different Categories is forced by the Customer... (but
this is not the Problem here)
Does anybody know, how I could change the behavior of the Field Reason
Codes in the Search-Dialog?
Is this a general Problem, or could it depend from our used ACL?
One possible solution would be, cloning all ReasonCodes to another field
which is not cascaded with genericAgent and search for this instead, but
if possible I?d prefer another way...
Thanks for Answers.
Regards, Fritz
--
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http://www.graz4u.at
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