OTRS 6 Feature: Dynamic Fields for Customer User

Robert Ullrich25. Oct 2017 | DevelopmentMiscellaneous


The practical examples presented in our technical blog (blog.otrs.com) and now in the expert category in our FAQ blog section serve as a source of ideas and documentation to show what is theoretically possible with OTRS in concrete scenarios or sometimes even for more exotic configurations. All configurations presented here were developed under laboratory conditions as a proof of concept. 

We can only guarantee testing and implementation of these concepts to be error-free and productive if implemented in a workshop with one of our OTRS consultants. Without this, the responsibility lies with the customer himself. Please note that configurations from older OTRS versions may not work in the newer ones.

In OTRS 6 you have the possibility to add Dynamic Fields for customer users and customers. This makes it possible to add additional data fields to customer users and customers (companies) without making changes to the regarding backend.

You’ll find two new boxes in the “Dynamic Fields Management”. Here you can add Dynamic Fields for customers / customer users.

OTRS 6 DynamicFields Customer

OTRS 6 DynamicFields CustomerFinally, you can add some values to the new Dynamic Field.

OTRS 6 DynamicField Configuration

Afterwards, you have to add the Dynamic Field(s) to the specific backend.

OTRS 6 CustomerUser BackendConfig

Finally, the newly created Dynamic Field is available in the customer user configuration screen.

OTRS 6 CustomerUser Config

Furthermore, did you know? Contributing to OTRS has never been that easy. Just head over to otrs.github.io to find all you need to get started. We’re looking forward to your great ideas!

Jens Bothe at 09.07.2020, 11:41

Thats currently not possible

Thiago at 30.06.2020, 15:11

Hi! I would like to know how to add these dynamic fields in customer self-registration

Jens Bothe at 18.04.2019, 10:03

Thats not possible out of the box and would require custom development

Daniel at 11.04.2019, 15:35

How to create in OTRS a catalog of services associated with pre-defined prices for each service. The goal is to create a call and select a certain service the price of that service has already been defined.

Wairisson at 22.01.2019, 14:24

Would you please post the entire file ? I m confused when you say specific backend. Thanks!

Jens Bothe at 06.12.2018, 12:59

Please check back with your system administrator. please have a look at the admin documentation or check our training and consutling offferings

Jens Bothe at 06.12.2018, 12:58

This is done via System Configuration, please check the admin documentation or check our training and consutling offferings

Ismail at 05.12.2018, 19:22

Hi Robert, Actually I'm not a developer/programmer. Can you pls tell me how to edit config.pm? I need to add a dynamic field "Customer SLA" to Customer Company information and display it in CIC widget as well. Thanks in advance

Bartek at 29.11.2018, 18:05

Can you tell me how i can add view of this dynamic field in Ticket ? When you click on ticket you will see Info about ticket on the right side, and bottom of them Info about customer (i think that is some kind of widget, autogeneric or smth like that)

Jens Bothe at 19.11.2018, 20:43

Actually not, but you can contact our sales team or file an idea on our Ideascale account

Carlos at 11.11.2018, 08:58

Hello How I can do a bulk load of a dynamic field values

Alex at 22.10.2018, 15:34

Hello, I'm not sure if this will solve my issues, but I'll ask just in case. I've been trying for months to get Otrs to send notifications on ticket close to the ticket creator, NOT only to the customer user & agents, but I cannot figure it out... Basically I'm using the notification template, where it says Additional recipient email addresses, and in that field I believe I should add something, like or, as some said, a dynamic field. Do you have any idea how can I solve this? Thank you!

Gustavo Matos at 04.07.2018, 23:07

Hi Robert, I have a question. Is possible to use this new dynamic field for customer user to filter notifications and generic agents?

Robert Ullrich at 14.06.2018, 06:51

Hey guys, sorry for my late reply. If you want to display this dynamic field in the customer information widget, you should change the line to the following: [ 'DynamicField_Department', undef, 'Department', 1, 0, 'dynamic_field', undef, 0, undef, undef ], Cheers Robert

Jerry Balmer at 20.04.2018, 17:08

I have the same question as Alisson Peres... how do I get those new Dynamic Fields to show in the customer widget in the ticket zoom page?

Alisson Peres at 13.02.2018, 09:56

Hi Robert, I could add the dynamic fields to the Customer User and the Customer in OTRS, however the Dynamic Fields don't show in the Customer Information inside the ticket zoom screen. How could I get the dynamic fields to appear in the ticket zoom?

Anthon at 02.11.2017, 13:11

Thanks, managed to add the computer but it won't sync the value from AD. have a serialnumber in AD under the attribute serialNumber. [ 'DynamicField_Computer', 'Computer', 'serialNumber', 1, 0, 'var', '', 0 ],

Robert Ullrich at 02.11.2017, 08:41

Hi Anthon, yes, the field is added to the customer / customer user mapping in Config.pm. :-) Best Regards, Robert Ullrich

Anthon at 01.11.2017, 13:06

Can you add more details how to add the field to your backend? is this added under the Map section in Config.pm ?

Robert Ullrich at 25.10.2017, 10:22

Hi Jason, thank you for your comment. You can use Hide/Show Dynamic Fields (https://www.otrs.com/otrs-business-solution-feature/hideshow-dynamic-fields/) or Ticket Forms (https://www.otrs.com/otrs-business-solution-feature/hideshow-dynamic-fields/) for this requirement. :-) In order to use this features, you need an OTRS Business Solution™ contract. Please contact our sales department to receive an offer. Best Regards, Robert Ullrich

Jason at 25.10.2017, 10:04

Hi Robert I was looking for a way to display or link dynamic fields to a specific queue. We have a couple of queues (repairs, Product 1 Support, Product 2 Support, etc), and it would be very useful to link Dynamic fields to each queue. regards Jason

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