Any follow up on this? I am trying to make it so when a customer requests a new ticket, there is an additional line to ask for say a MAC address. I tried what Ali said, and ran into the same issues.
What are we doing wrong or missing?
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ali M.
Sent: Wednesday, February 20, 2008 2:10 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Can a new ticket already have info in it?
I wanted to ask about the same thing too!
How can I create and use those freetext field
The documentation is very brief about this, it just describe the api, which remains confusing!
I opened SysConfig, selected the ticket group, selected the subgrop Core::Ticketfreetext.
In there I can see 16x4 entries for the freetext field
Whats are the key entries (ex: TicketFreeKey1) for? and what are the text entries (ex: TicketFreeText1) for?
Any, I checked all entries for the for the first freetext field Went to the phone-ticket screen, but no new fields were entered?
I went to the cutomer interface, nothing there too!!!
Is there another thing I should do outside or inside sysconfig to make the new fields appear?
Or did I get completely wrong?
On Feb 19, 2008 7:50 PM, Nielson, Adam
How and where would I go about editing the customer user interface to have the free text fields? I appreciate the help!
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting >>them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how >>to get the information, you would have to modify the dtl files, but it is thinkable.
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley
Sent: Friday, February 15, 2008 1:50 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can a new ticket already have info in it?
Nils Breunese (Lemonbit) schrieb:
Nielson, Adam wrote:
Sorry, I should have better explained myself.
We have the need to assign static IP reservations (for test; don't ask) :)
Anyway, when the customer submits a new ticket to us, all they have is the to field (IP reservation) a subject, and the message body.
Some users may not understand we need their mac address, the name of the project, etc.
So, I need to either have that info automatically inserted into the body of a new IP reservation ticket FOR the customer OR an easy way of modifying the HTML to add more description.
Basically, when they submit a new ticket its just a blank page with no description of the details we need.... I need a way of telling them what info I need in their ticket.
You could setup a mail form that posts the results to the address of the OTRS queue maybe?
Alternatively, you can use free text fields in the customer user interface. You can make them mandatory by setting them with a 2 in the web configuration tool, then they will have to be filled out. As far as a description of how to get the information, you would have to modify the dtl files, but it is thinkable.
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