Thank you Alvaro and Dominic!
I have solved the problem!
I've considered making a new queue and put the tickets I wanted there, like Dominic suggested, but then I found out that I could create a dynamic field in the "notes" page of the ticket, like Alvaro suggested.
To do that, I've created a checkbox dynamic field and then I went to Frontend::Agent::Ticket::ViewNote and then added It to the dynamic fields list "Ticket::Frontend::AgentTicketNote###DynamicField".
Now, my agents can add a note and, while doing it, mark the checkbox!
When I export the tickets in the Statistics page (using tickets created last month, for example), the checkbox is printed as an atribute on the csv file.
I have solved the problem!
I've considered making a new queue and put the tickets I wanted there, like Dominic suggested, but then I found out that I could create a dynamic field in the "notes" page of the ticket, like Alvaro suggested.
To do that, I've created a checkbox dynamic field and then I went to Frontend::Agent::Ticket::ViewNote and then added It to the dynamic fields list "Ticket::Frontend::AgentTicketNote###DynamicField".
Now, my agents can add a note and, while doing it, mark the checkbox!
When I export the tickets in the Statistics page (using tickets created last month, for example), the checkbox is printed as an atribute on the csv file.
Thank you for your help!
Best regards,
Alexandre
From: "Alvaro Cordero" <alvaro@gridshield.net>
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Sent: Thursday, January 14, 2016 12:25:29 PM
Subject: Re: [otrs] Dynamic fields (or something like it) for agents?
--
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Sent: Thursday, January 14, 2016 12:25:29 PM
Subject: Re: [otrs] Dynamic fields (or something like it) for agents?
Hello, there are many options you can use to address what you are looking for.
1. You can use a Dynamic Field the kind you want (Checkbox, Dropbox, etc) to flag the ticket you want and then make an stat to get the info you want. What you need to define is where you want that to be done (the flaggin) when creating the ticket, when adding a note, when answering an email, etc.
2. You can use other OTRS fields to address that, for example priority, you can set the priority to the highest level on those tickets and then similarly make an stat for it.
Regards
2016-01-11 14:00 GMT-06:00 Alexandre Lima <alexandre.lima@pop-ce.rnp.br>:
Hello!
I need to configure my OTRS but I'm having some problems... I thought that Dynamic Fields could solve them, but unfortunately it's not the case (until now).
What I need to do is to use some ticket's information to make statistics, so I would have to mark the tickets that are important to me (like a checkbox) so I can filter them after.
More precisely, I need to make a monthly report about those marked tickets. I would also need to add information to those marked tickets, I could use notes, but I was thinking about a agent side field, like a Dynamic Field that only agents can modify.
After each month, I would like to filter the marked tickets and then use the information added by the agents to them to make statistics (how I would add this information is still a mystery to me).
Do you have any idea about how could I do that?
I hope I was clear about my problem :)
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs