[otrs] Ticket numbering, custom fields and auto responses

[Nils Breunese (Lemonbit)]

Marius Flage wrote:

> Nils Breunese (Lemonbit) wrote:
>
>> They are implemented in OTRS AFAIK (we don't use them). They are  
>> called FreeText fields. You can find these settings in the  
>> reference, but I don't know if there's a good explanation of  
>> setting this up in the docs (I believe you need to update your  
>> database tables as well). The mailinglist archives may help you if  
>> you search for FreeText.
>
> Hm, I see this is implemented as three static variables [1]. Maybe  
> not the design decision I'd go for, but ok :) Looking at the table  
> 'ticket' in the database I see the following fields:
>
> | freekey1              | varchar(80)  |
> | freetext1             | varchar(150) |
> ...
> | freekey8              | varchar(80)  |
> | freetext8             | varchar(80)  |
>
> So this basically supports 8 custom fields? But I guess it's better  
> than nothing.

I believe you can use more (up to 16 at least?), but maybe then  
you'll have to add them to the database yourself (and maybe modify  
some file(s)?).

> I'll check the mailing list archives if I can find any more  
> information about this. Thanks :)

Good luck. Maybe someone who actually uses FreeText fields can tell  
you more about them.

Nils Breunese.
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