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TL;DR: The bug-causing behavior looks like to be implemented on purpose. Further discussion is needed before changing this.
I did some additional debugging to verify that my in #2198 proposed solution is valid. I found that the behavior actually appears to be on purpose, at least a little bit: If a ticket id is given, Kernel::System::DynamicFieldDB::DatabaseSearchByConfig() uses Kernel::System::DynamicField::Backend::ValueGet()1 to retrieve the stored value of the given field for the ticket to perform its restrictions. In AgentTicketPhone, no ticket id exists yet, so the value given within the Params (and previously fetched by EditFieldValueGet()) is used. In AgentTicketFreeText, there exists a ticket id and even if the stored value is empty, it is used over the one given in the Params1.
This can easily be changed, but I would categorize this as a non-trivial design decision with at least a bit of impact, thus I would prefer discussing this with @svenoe and @bschmalhofer.
stefanhaerter
added
change
A change in some part of the functionality of OTOBO, unfitting to other categories.
and removed
bug
Something isn't working as intended
labels
Oct 1, 2024
When having two DynamicField Database, you can use the first one to limit the results of the second one.
This works in AgentTicketPhone:
![image](https://user-images.githubusercontent.com/87359203/218430473-5b8ac445-e400-4401-9704-59abad8f05d0.png)
This doesn't work in AgentTicketFreeText, as you don't see any result (too much limitation):
![image](https://user-images.githubusercontent.com/87359203/218430660-8b9d0763-5cf0-4f27-b48b-7e9a8488c1fa.png)
If you remove the Filter for DynamicField Agent1 in the settings for Agent2, you see everything:
![image](https://user-images.githubusercontent.com/87359203/218430905-d4cda250-e272-49c3-aaae-7cc3d24d2a1d.png)
This is the configuration of the DynamicFields:
![image](https://user-images.githubusercontent.com/87359203/218430352-b28e9e58-dc3f-4912-891f-d043090ce023.png)
Agent1:
Agent2:
![image](https://user-images.githubusercontent.com/87359203/218430410-ba7daa7b-8cd4-4373-b7d9-e3946a992531.png)
I had this on a customer's system and could reproduce it in 10.1.6
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