Disabled dynamic fields shown in CustomerTicketZoom

[cugu]

Hi,

The CustomerTicketZoom view shows the fields "process" and "activity" even when they are disabled in the screens.

[reneeb]

Process and Activity are special as they are always shown in process tickets:

see lines 1713 ..

otobo/Kernel/Modules/CustomerTicketZoom.pm

Line 1713 in 163c96b

# output process information in the sidebar

@svenoe This could be configurable as those information can "leak" internal organisational data to customers...

[svenoe]

I agree. I have not looked into where exactly the info is shown, but if CustomerTicketZoom###DynamicField can be used here, in a sensible way, we should do that, instead of introducing new options. I don't know whether we have two separate places, though. (Maybe we can just disable one, then.)

[reneeb]

I'll take a closer look at it at the end of the week.

[stefanhaerter]

So far it appears to be the case that, if Process and Activity are enabled vor CustomerTicketZoom, each appears twice in the information widget. This is due to the fact that they are rendered once via the dynamic fields handling and once via the code marked above. So I would suggest to remove the code fragment in Kernel/Modules/CustomerTicketZoom.p, L.1713ff, but before it has to be checked if the handling in Kernel/System/DynamicField/Driver/ProvessManagement/ActivityID.pm and ProcessID.pm is correct.

Another problem has occured to me while investigating this issue. When reaching https://github.com/RotherOSS/otobo/blob/rel-10_1/Kernel/System/ProcessManagement/Activity.pm#L100, some activity entities appear to be broken, like the second item here:

$Activity = {
              "Activity-991d30fdf276f4344bc5b608c24c1b60" => {
                                                               ActivityDialog => { 1 => "ActivityDialog-a66dedc3b5f7213496d52550c0ebef93" },
                                                               ChangeTime => "2022-07-06 06:59:28",
                                                               CreateTime => "2022-07-06 06:59:28",
                                                               ID => 1,
                                                               Name => "TestAktivit\xE4t1",
                                                             },     
              "Activity-e2712e2c4433f53e745b48d94b09a2c3" => {
                                                               1 => "ActivityDialog-967df513b3b04e8e89b0777c0bcc3313",
                                                               ActivityDialog => {}, 
                                                             },     
            }    

Till now, I couldn't figure out how this happens. In the Database as well as in Kernel/Config/Files/ZZZProcessmanagement.pm, the data appears to be correct. I am currently investigating https://github.com/RotherOSS/otobo/blob/rel-10_1/Kernel/Config/Defaults.pm#L2246.

[stefanhaerter]

Had a thought and wanted to leave this here: How about leaving the hardcoded process and activity information as it is and declaring the corresponding dynamic fields as internal fields, like e.g. ITSMCriticality and ITSMImpact?