Text Fields

Each text field can be provided with a control element (dropdown list or combo box). Clicking on it opens a list box with specified entries for selection.

Note: The order fields 1-3 can alternatively be defined very easily by the i-net HelpDesk admin in the desktop application menu Dialog Modification > Order Fields as a dropdown list including the desired entries. In the solution described below, however, it is necessary to query an external data source or the i-net HelpDesk database itself to define the entries.

Text field

The solution refers ONLY to text fields. These are:

  • Ticket data: auftragfrei1 bis auftragfrei5 sowie kennung,
  • User data: benutzerfrei1 bis benutzerfrei5, kostenstelle, abteilung,
  • inventory (device data): gerfeld1 bis gerfeld9

The text fields must be displayed by the supporter themselves ("Customize interface" in the Desktop Application). An exception is the additional field "auftragfrei5", which is automatically displayed when referencing. In the end user dialog, the field "auftragfrei5" is only available if a condition has been defined for this field.

As a rule, 255 characters can be entered in each text field. As an exception, the text field "auftragfrei5" can contain several thousand characters. Normally, the additional text fields "auftragfrei5" to "auftragfrei7" can only be activated via the add-on "WeitereFelder" (Configuration > Components > Add-Ons). The list is filled by the values of the query. Manual editing is not possible.

Database connection

Default is the first data source in alphabetical order. If there is only the HelpDesk database as a data source, then the entry is HDS (HelpDeskService). You can select any other data source. You must have created this beforehand in Configuration > General > Connections.

Query

The following is an example of a query "Selection from a list of terms". It searches for all i-net HelpDesk users who have not been deleted and who are members of a resource. Then an ascending sorting according to the display name is performed.

Another example describes the extension "Ticket owner". Here, an SQL update statement ensures that a free field, e.g. Order Free 1, is filled with the name of the first ticket agent.

The SQL update statement is independent of the newly created query, but is often used in combination with it.

If both extensions are set up, then the free field will be pre-filled with the name of the first supporter during the first ticket processing. However, this entry can be changed by clicking the button next to the field and selecting another list entry.

Selection format

  • Choose a single value
  • Choose a single value or enter one
  • Choose one or more values
    • Example: Several names (e.g. product names) are to be entered in a text field. These names should be able to be selected from a list by means of multiple selection.