HideShowForAgentTicketCompose

Compatibility OTOBO ≥ 11.0.x, Znuny ≥ 7.0.x

Overview

The HideShowForAgentTicketCompose plugin allows you to control which dynamic fields are shown or hidden in the AgentTicketCompose form using an ACL (Access Control List). This way, the input forms automatically adapt to your agents' permissions and only display relevant fields.

Installation

1. Via the Package Manager

• Log into the OTOBO admin area and navigate to System Administration → Package Management.
• Search for “HideShowForAgentTicketCompose” and click Install.

2. Manual Installation

• Unpack the add-on archive into Kernel/Config/Files/.
• In the admin area, activate the new files under System Administration → Update → Reload File System.

System Requirements

• Framework: OTOBO 11.0.x
• Packages: none
• Third-Party: none

Configuration (ACL)

1. Open Admin → System Administration → Permissions → ACL.
2. Create a new rule or edit an existing one:

• Type: DynamicField
• Field: Name of the dynamic field (e.g., CustomerID)
• Action: Show or Hide
• Group: Select the agent role or group

3. Save the ACL and test in the ticket form to see if the field is correctly shown or hidden.

Usage

When creating or replying to a ticket in the agent interface (AgentTicketCompose), OTOBO automatically applies the configured ACL rules and adjusts the visible dynamic fields accordingly.

Support & Further Information

• Vendor: Rother OSS GmbH
• Version: 11.0.3 (2025-02-26)
• Documentation: See the official OTOBO documentation
• Contact: hello@otobo.de