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Search for the setting ``DocumentSearch::Agent::DynamicField`` and ``DocumentSearch::External::DynamicField`` respectively.
Click on the *Edit this setting* button.
Select *0 - Disabled* or *1 - Enabled*.
Set Default Value via Ticket Event Module
A ticket event (e.g. ``TicketCreate``) can trigger a value set for a certain field, if the field does not have a value yet.
Navigate to *Core → Event → Ticket* and search for the setting ``Ticket::EventModulePost###9600-TicketDynamicFieldDefault``.
Click on the *Edit this setting* button to activate the setting.
Activate Ticket Event Module
Example: activate *Field1* in ``TicketCreate`` event:
Navigate to *Core → Ticket → DynamicFieldDefault* and search for the setting ``Ticket::TicketDynamicFieldDefault###Element1``.
Activate Dynamic Field in Ticket Create Event
This configuration can be set in any of the 16 ``Ticket::TicketDynamicFieldDefault###Element`` settings.
If more than 16 fields needs to be set up, a custom XML file must be placed in ``$OTRS_HOME/Kernel/Config/Files/XML`` directory to extend this feature.
Set Default Value via User Preferences
The dynamic field default value can be overwritten with a user defined value stored in the personal preferences.
Navigate to *Frontend → Agent → View → Preferences* and search for the setting ``PreferencesGroups###DynamicField``.
Activate Dynamic Field in Personal Preferences
Click on your avatar on the top left corner, and select *Personal Preferences* → *Miscellaneous* to add a default value for the dynamic field.
Dynamic Field in Personal Preferences
This setting is an example of how to create an entry in the user preferences screen to set an exclusive dynamic field ``Name_X`` default value for the selected user. The limitation of this setting is that it only permits the use of one dynamic field. If two or more fields will use this feature, it is necessary to create a custom XML configuration file to add more settings similar to this one.
If more settings are added in a new XML each setting name needs to be unique in the system and different than ``PreferencesGroups###DynamicField``. For example:
Generic Agent
Processing tickets require often a workflow. Let's say "if-then" activities.
If specific conditions match like:
A ticket is from one particular customer.
A ticket is assigned to an appropriate queue.
A ticket has a defined priority.


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OTRS 7 / Administration ManualEnglish

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locale/content.pot, string 1621