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OTOBO Community Guide

HideShowForAgentTicketCompose

HideShowForAgentTicketCompose

Section titled “HideShowForAgentTicketCompose”

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

Overview

Section titled “Overview”

With the HideShowForAgentTicketCompose plugin, you can control which dynamic fields are shown or hidden in the AgentTicketCompose form via ACL (Access Control List). This allows input forms to automatically adapt to your agents’ permissions, displaying only relevant fields.

Installation

Section titled “Installation”
  1. Via the Package Manager
  • Log in to the OTOBO admin area and navigate to System Administration → Package Manager.
  • Search for “HideShowForAgentTicketCompose” and click Install.
  1. Manual Installation
  • Unpack the add-on archive into Kernel/Config/Files/.
  • In the admin area under System Administration → Update → Reload File System, activate the new files.

System Requirements

Section titled “System Requirements”
  • Framework: OTOBO 11.0.x
  • Packages: none
  • Third-Party: none

Configuration (ACL)

Section titled “Configuration (ACL)”
  1. Open Admin → System Administration → Access Control Lists → 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
  1. Save the ACL and test in the ticket form whether the field is correctly shown or hidden.

Usage

Section titled “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

Section titled “Support & Further Information”