Ciao Cristian,<div><br></div><div>FreeText is the right answer in any case. </div><div><br></div><div>From agent frontend you could edit it by selecting free field in ticket zoom.</div><div><br></div><div>You should however enable the field in every view you need using sysconfig.</div>

<div><br></div><div>Let us know how it goes.</div><div><br></div><div>Ciao,</div><div><br></div><div>MV</div><div><br></div><div><br><br><div class="gmail_quote">On Fri, Oct 23, 2009 at 10:20 AM, Cristian Marchionni <span dir="ltr">&lt;<a href="mailto:cristian.marchionni@sistemagroup.it">cristian.marchionni@sistemagroup.it</a>&gt;</span> wrote:<br>

<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">








<div lang="IT" link="blue" vlink="purple">

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<p class="MsoNormal"><span lang="EN-US">Hi,</span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US">I have been “studying”
otrs from various months before making it operative but I didn’t found an
explanation or example </span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US">on how to put an
additional field in ticket creation.</span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US">I need to add a
simple field like “contact phone number” .</span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US">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,</span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US">i should send
another mail to have it corrected while it could be more useful to edit this
simple field.</span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US">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</span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US">field in the
ticket creation on the customer front end.</span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US">Is there someone
that had this need/issue ?</span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US"> </span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US">Thanks in
advance to all the list for every suggestion,</span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US"> </span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US">Bye</span></p>

<p class="MsoNormal" style="text-indent:35.4pt"><span lang="EN-US">Cristian Marchionni</span></p>

<p class="MsoNormal"><span lang="EN-US"> </span></p>

<p class="MsoNormal" style="line-height:115%"><span lang="EN-US" style="font-size:8.5pt;line-height:115%;color:#666666"> </span></p>

<p class="MsoNormal"><span lang="EN-US"> </span></p>

</div>

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