On 3/26/07, Alexander Scholler <alexander.scholler@augsburg.de> wrote:

Hi Jan,

Jan Henkins schrieb:
> Hello all,
>
> I've got a wonderful OTRS 2.0.4 setup that does everything we need it to
> do, except for the nice statistics you can do in 2.1 and newer. That is
> why we would like to upgrade to 2.1.6. Even before I attempt to move all
> my data across, my approach is to get the user interface properly set
> up. This means in our case all my custom free fields, and where these
> fields gets exposed for the agent.
>
> Firstly, I have six free fields with predefined options. This is
> absolutely critical, since we do trend analysis by searching using these
> free field values. I expose these free fields to the agent in the
> following areas:
>
> (1) Normal "Free Fields" menu item when you do a zoom view on a ticket
> (allows you to re-classify a ticket when needed)
> (2) All these free fields are available during ticket creation in
> "Email-Ticket"
> (3) All these free fields are available during ticket creation in
> "Phone-Ticket".
>
> In practise this works extremely well.
>
> I'm trying to replicate this setup on a test 2.1.6 installation. I
> manage to activate only the first 4 free fields, and cannot seem to get
> more. Could somebody please explain to me from scratch what the proper
> way would be to activate and set up free fields?

If I can remember, in v2.0x you had to manually activate/uncomment
free-fields within the DLTs. From v2.1 on, you can/have to activate the
free-field within the Sysconfig.