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Znuny Dynamic Fields - Customizing Ticket Forms
Dynamic fields allow you to flexibly extend ticket forms in Znuny with your own data fields. They are managed via Admin → Processes & Automation → Dynamic Fields.
Creating, Editing, and Deleting Fields
Section titled “Creating, Editing, and Deleting Fields”- Create New: Select the object type and field type in the action bar, enter the data, and click Save.
- Edit: Select the field from the list, make changes, and save.
- Delete: Click the trash icon next to the field and confirm.
General Settings
Section titled “General Settings”Every dynamic field has the following basic settings:
| Setting | Meaning |
|---|---|
| Name | Unique alphanumeric identifier |
| Label | Display name in the system |
| Field Order | Display position |
| Validity | Active or inactive |
| Field Type | Defined during creation, cannot be changed |
Available Field Types
Section titled “Available Field Types”| Type | Description |
|---|---|
| Checkbox | Yes/No selection with configurable default value |
| Date / Date+Time | Date fields with optional time offset as default |
| Dropdown | Single selection from predefined values |
| Multiselect | Like dropdown, multiple values can be selected |
| Text | Single-line free text field |
| Textarea | Multi-line free text field (rows/columns configurable) |
| Contact with Data | Contact data with configurable attributes directly in the ticket |
| Database / Web Service | Populated from an external data source |
Displaying Fields on Screens
Section titled “Displaying Fields on Screens”To display a field in a form (e.g., Create Ticket):
- Set the validity of the field to valid.
- Navigate to System Configuration in the Admin area.
- Select the desired screen under Frontend → Agent → View.
- Edit the
###DynamicFieldsetting and add the field. - Determine whether the field should be optional or a mandatory field.
Setting Default Values Automatically
Section titled “Setting Default Values Automatically”Using the Ticket Event Module, default values can be set automatically when creating a ticket:
- In System Configuration, navigate to Core → Ticket → DynamicFieldDefault.
- Activate the desired setting (e.g.,
Ticket::TicketDynamicFieldDefault###Element1). - Save changes.
If more than 16 automatic default values are required, a custom XML configuration file is necessary.
Default Values per User
Section titled “Default Values per User”Users can store individual default values for dynamic fields in their Personal Settings, provided this is enabled in the System Configuration.
Further Information
Section titled “Further Information”There are plugins that add new field types or make the manual creation of fields unnecessary. These are not part of the standard installation and must be installed separately.
Frequently asked questions
How do I create, edit, or delete dynamic fields in Znuny, and where are they managed?
Dynamic fields are centrally managed in Znuny via Admin → Processes & Automation → Dynamic Fields. To create a new field, you must first select the appropriate object type and field type from the action bar, then input the required data, and finally click Save. When editing an existing field, simply select it from the list, make your desired changes, and save. To delete a field, locate the trash icon next to it in the list and confirm the deletion. It's highly recommended to use the filter function available on the dynamic fields management page to quickly locate specific fields, especially in systems with many custom fields.
What are the various types of dynamic fields available in Znuny, and what are their primary uses?
Znuny offers a range of dynamic field types to suit different data collection needs. These include:
Checkbox: For simple Yes/No selections, with a configurable default value.
Date / Date+Time: To capture specific dates, optionally including a time offset as a default.
Dropdown: Allows users to select a single value from a predefined list.
Multiselect: Similar to a dropdown, but permits the selection of multiple values from a list.
Text: A single-line free text field for short textual inputs.
Textarea: A multi-line free text field, useful for longer descriptions or notes, with configurable rows and columns.
Contact with Data: Designed to integrate contact information directly into the ticket, with configurable attributes.
Database / Web Service: These fields are populated with data retrieved from external sources like databases or web services, enabling integration with other systems.
How can I display a dynamic field on a specific ticket screen in Znuny?
To make a dynamic field visible on a ticket screen, such as the 'Create Ticket' form, you need to follow a few steps. First, ensure the dynamic field's Validity is set to valid in its general settings. Next, navigate to System Configuration within the Admin area. From there, select the specific screen where you want the field to appear, typically found under Frontend → Agent → View. Within the settings for that screen, locate and edit the ###DynamicField setting. Here, you will add the name of your dynamic field. You can also determine whether the field should be optional or designated as a mandatory field for that particular screen, ensuring agents provide the necessary information.
How can default values be set for dynamic fields in Znuny, both automatically and for individual users?
Default values for dynamic fields can be set in two primary ways. For automatic default values when creating a ticket, you can utilize the Ticket Event Module. This is configured in System Configuration by navigating to Core → Ticket → DynamicFieldDefault. You then activate the desired setting, such as Ticket::TicketDynamicFieldDefault###Element1, and save your changes. It's important to note that if more than 16 automatic default values are required, a custom XML configuration file becomes necessary. For user-specific default values, individual users can store their preferred defaults for dynamic fields within their Personal Settings, provided that this functionality has been enabled in the System Configuration by an administrator. This allows for personalized workflows.
What are the essential general settings for configuring any dynamic field in Znuny?
Every dynamic field in Znuny comes with a set of fundamental general settings that define its behavior and appearance. These include:
Name: This is a unique alphanumeric identifier for the field, used internally by the system.
Label: This is the display name that agents and users will see in the system's interface.
Field Order: Determines the position in which the field will be displayed relative to other fields on a form.
Validity: Controls whether the field is active (
valid) and available for use, or inactive (invalid).Field Type: Defined during the field's creation (e.g., Checkbox, Text, Dropdown) and cannot be changed after the field has been saved. This type dictates the kind of data the field can store and how it behaves.
Understanding these settings is crucial for proper dynamic field configuration.
Can Znuny's dynamic field functionality be extended beyond the standard installation?
Yes, Znuny's dynamic field functionality can indeed be extended beyond the features available in the standard installation. There are various plugins developed by the community or third-party vendors that can introduce new field types not natively included, or even automate certain aspects of field creation and management. These plugins are not part of the default Znuny package and must be installed separately. Exploring these extensions can significantly enhance the flexibility and power of your ticket forms, allowing for more complex data capture and integration scenarios tailored to specific organizational needs.