To create a new web service dynamic field it is necessary to have already a working web service, it requires to have at least one invoker of the type Generic::PassThrough. This invoker will be called to fetch the data from the remote server.

The original data that it is sent in a request is similar to the following example.

{
  DynamicFieldID    => 123,
  DynamicFieldLabel => 'NameX',
  DynamicFieldName  => 'NameX',
  DynamicFieldValue => 'Value',
  Form => {
    # Form fields
    # ...
  },
  Ticket => {
    # Ticket attributes
    # ...
  },
  DynamicField => {
    NameX => 'Value'
    MameY => [  ‘Value’ ],
  },
  UserID => 123,
},
                

The Form section contains the fields in the current form in the web browser. This information changes as the screen is filled in.

Ticket section (or another source object, e.g. CustomerUser), contains the attributes of the object where the dynamic field belongs. For example in New phone ticket screen the section is empty as the ticket is not created yet, but in Free Fields screen it contains the information of the current ticket.

DynamicField section contains all non empty values of all configured dynamic fields for the current object.

In most cases the data that the remote server requires will be very different from the data provided, so it is highly recommended to use a mapping module for the outgoing data, to format it specifically for the remote server call.

The following example shows an XSLT mapping that discards any data and sets a fixed UserLogin, Password and TicketID (as needed for a TicketGet operation).

Figure 3.24. Dynamic Field Web Service - Outgoing mapping example

The response from the server can also be very different, so in this case is also very recommended to use a mapping module for the incoming data in order to be able to process the information. The response must be a list of Key and Value elements.

The following example shows an XSLT mapping that converts the results from a TicketGet operation response form the remote server, extracting and formatting the state and queue as needed to be used as options for the dynamic field.

Figure 3.25. Dynamic Field Web Service - Incoming mapping example

The following web service definition (importable YAML file) can be used for testing the field, but the endpoint must be adapted to match current system. This web service acts as requester and provider and it always returns the State and Queue from TicketID 1, as possible values to the field.

---
Debugger:
  DebugThreshold: debug
  TestMode: '0'
Description: Dynamic Field Web Service Test
FrameworkVersion: 6.0.x git
Provider:
  ErrorHandling: {}
  ErrorHandlingPriority: []
  Operation:
    TicketGet:
      Description: ''
      IncludeTicketData: ''
      MappingInbound: {}
      MappingOutbound: {}
      Type: Ticket::TicketGet
  Transport:
    Config:
      AdditionalHeaders: ~
      MaxLength: '100000000'
      NameSpace: http://www.otrs.org/TicketConnector/
      RequestNameFreeText: ''
      RequestNameScheme: Plain
      ResponseNameFreeText: ''
      ResponseNameScheme: Response
    Type: HTTP::SOAP
RemoteSystem: ''
Requester:
  ErrorHandling: {}
  ErrorHandlingPriority: []
  Invoker:
    TicketGet:
      Description: Get possible values from the other side.
      Events: []
      MappingInbound:
        Config:
          Template: "<?xml version=\"1.0\" encoding=\"UTF-8\"?>\r\n<!--\r\nCopyright
            (C) 2001-2018 OTRS AG, https://otrs.com/\r\nThis software comes with ABSOLUTELY
            NO WARRANTY. For details, see\r\nthe enclosed file COPYING for license
            information (GPL). If you\r\ndid not receive this file, see https://www.gnu.org/licenses/gpl-3.0.txt.\r\n-->\r\n\r\n<!--
            DOCUMENTATION\r\n\r\n* Example XML Input *\r\n<RootElement>\r\n    ...\r\n</RootElement>\r\n\r\n\r\n*
            Example XML Output *\r\n<RootElement>\r\n    <PossibleValues>\r\n        <Key>???</Key>\r\n
            \       <Value>???</Value>\r\n    </PossibleValues>\r\n    <PossibleValues>\r\n
            \       <Key>???</Key>\r\n        <Value>???</Value>\r\n    </PossibleValues>\r\n
            \   ...\r\n</RootElement>\r\n\r\n-->\r\n\r\n\r\n<xsl:transform\r\n    xmlns:xsl=\"http://www.w3.org/1999/XSL/Transform\"\r\n
            \   xmlns:date=\"http://exslt.org/dates-and-times\"\r\n    version=\"1.0\"\r\n
            \   extension-element-prefixes=\"date\">\r\n    \r\n    <xsl:output method=\"xml\"
            encoding=\"utf-8\" indent=\"yes\" />\r\n    \r\n    <!-- Don't return
            unmatched tags -->\r\n    <xsl:template match=\"text()\" />\r\n    \r\n
            \   <!-- Remove empty elements -->\r\n    <xsl:template match=\"*[not(node())]\"
            />\r\n    \r\n    <!-- Root template -->\r\n    <xsl:template match=\"/\">\r\n
            \       <RootElement>\r\n            <xsl:apply-templates />\r\n        </RootElement>\r\n
            \   </xsl:template>\r\n\r\n    <xsl:template match=\"/*/Ticket\">\r\n
            \       <PossibleValue>\r\n            <Key>State</Key>\r\n            <Value><xsl:value-of
            select=\"/*/Ticket/State\"/></Value>\r\n        </PossibleValue>\r\n        <PossibleValue>\r\n
            \           <Key>Queue</Key>\r\n            <Value><xsl:value-of select=\"/*/Ticket/Queue\"/></Value>\r\n
            \       </PossibleValue>\r\n    </xsl:template>\r\n    \r\n</xsl:transform>"
        Type: XSLT
      MappingOutbound:
        Config:
          Template: "<?xml version=\"1.0\" encoding=\"UTF-8\"?>\r\n<!--\r\nCopyright
            (C) 2001-2018 OTRS AG, https://otrs.com/\r\n\r\nThis software comes with
            ABSOLUTELY NO WARRANTY. For details, see\r\nthe enclosed file COPYING
            for license information (GPL). If you\r\ndid not receive this file, see
            https://www.gnu.org/licenses/gpl-3.0.txt.\r\n-->\r\n\r\n<!-- DOCUMENTATION\r\n\r\n*
            Example XML Input *\r\n<RootElement>\r\n    ...\r\n</RootElement>\r\n\r\n\r\n*
            Example XML Output *\r\n<RootElement>\r\n    <PossibleValues>\r\n        <Key>???</Key>\r\n
            \       <Value>???</Value>\r\n    </PossibleValues>\r\n    <PossibleValues>\r\n
            \       <Key>???</Key>\r\n        <Value>???</Value>\r\n    </PossibleValues>\r\n
            \   ...\r\n</RootElement>\r\n\r\n-->\r\n\r\n<xsl:transform\r\n    xmlns:xsl=\"http://www.w3.org/1999/XSL/Transform\"\r\n
            \   xmlns:date=\"http://exslt.org/dates-and-times\"\r\n    version=\"1.0\"\r\n
            \   extension-element-prefixes=\"date\">\r\n    <xsl:output method=\"xml\"
            encoding=\"utf-8\" indent=\"yes\" />\r\n\r\n    <!-- Don't return unmatched
            tags -->\r\n    <xsl:template match=\"text()\" />\r\n\r\n    <!-- Remove
            empty elements -->\r\n    <xsl:template match=\"*[not(node())]\" />\r\n\r\n
            \   <!-- Root template -->\r\n    <xsl:template match=\"/\">\r\n        <RootElement>\r\n
            \           <UserLogin>someuser</UserLogin>\r\n            <Password>somepassword</Password>\r\n
            \           <TicketID>1</TicketID>\r\n        </RootElement>\r\n    </xsl:template>\r\n\r\n</xsl:transform>"
        Type: XSLT
      Type: Generic::PassThrough
  Transport:
    Config:
      Encoding: ''
      Endpoint: http://localhost/otrs/nph-genericinterface.pl/Webservice/GenericConfigItemConnectorSOAP
      NameSpace: http://www.otrs.org/TicketConnector/
      RequestNameFreeText: ''
      RequestNameScheme: Plain
      ResponseNameFreeText: ''
      ResponseNameScheme: Response
      SOAPAction: Yes
      SOAPActionSeparator: '#'
      SSL:
        SSLProxy: ''
        SSLProxyPassword: ''
        SSLProxyUser: ''
    Type: HTTP::SOAP
  UseMappedData: '1'
                

After the proper configuration of web services, it is possible to configure dynamic fields, that use such web services.

Figure 3.26. Dynamic Field Web Service - Definition Example

Below is a description of the dynamic field options.

Dynamic fields of type Web Service have to be activated for the several masks in which they should be displayed like the other types of dynamic fields. The following covers the cases for ticket based dynamic fields.

This can be done through Admin → Administration Overview → System Configuration, then navigate to Frontend → Agent → View.

For every Ticket* option, in which the dynamic field of type Web Service should be displayed, the admin has to configure it to fit his needs. Examples: