Ciao Cristian, FreeText is the right answer in any case.
From agent frontend you could edit it by selecting free field in ticket zoom.
You should however enable the field in every view you need using sysconfig. Let us know how it goes. Ciao, MV On Fri, Oct 23, 2009 at 10:20 AM, Cristian Marchionni < cristian.marchionni@sistemagroup.it> wrote:
Hi,
I have been “studying” otrs from various months before making it operative but I didn’t found an explanation or example
on how to put an additional field in ticket creation.
I need to add a simple field like “contact phone number” .
I try with the FreeText Option but I noticed that I can’t edit it on the agent front end so if a customer made an error I can’t correct it,
i should send another mail to have it corrected while it could be more useful to edit this simple field.
I verify that there are some free text field on the agent front end which are editable but I didn’t found how to enable the same
field in the ticket creation on the customer front end.
Is there someone that had this need/issue ?
Thanks in advance to all the list for every suggestion,
Bye
Cristian Marchionni
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