Hi all.

Obviously it is not possible to organize a direct interdependency between two Freefields.

To cope with that one can choose to design a template (html/php/whatever) with the functionality requested and use it instead of the standard ticket template and/or the standard freefields template. Our company had one designed by otrs.com which serves exactly that purpose. I guess with some more resources in web technologies, it should be possible to do it by yourself.

Greez,             

Daniel Obée

Project Manager
CS/Service Development


Jamba! GmbH
E-Mail:   daniel.obee@jamba.net

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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Joshua Scott
Sent: Freitag, 9. November 2007 15:18
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Subfields in OTRS

At our company we use the queues to do this.  You can create sub-queues as well, and if you have agents that don't have skill/expertise in a particular area, then they can deselect that queue as one of their 'My Queues' so that they can focus on just the tickets that they can be of help on.

You can create multiple levels of subqueues, as you describe.

Josh Scott
Systems Support Manager
SourceDirect.com

On Nov 9, 2007 3:37 AM, Simon Adams < simon.adams@parallelglobal.com> wrote:

Hi chaps,

I'm using OTRS version 2.2.3 and configuring it to meet our needs. My main issue at the moment is regarding, what I would call, subfields. What I've done is to use TicketFreeText1 as 'TicketType' and then TicketFreeText2 as 'SubTicketType'. For example, for an IT helpdesk for a company, you might have TicketTypes 'Network Connectivity' and 'Printer Support'.

Now, you would obviously want the SubTicketTypes to be dependant on what is selected for TicketType. Is there any way to get OTRS to filter what is show in the TicketFreeText2 input box dependant on whats in TicketFreeText1? Ideally I would also then like to add 'FaultType' that is dependant on 'SubTicketType' and 'SubFaultType', which is dependant on 'FaultType'. So:

TicketType --> SubTicketType --> FaultType --> SubFaultType

Many thanks in advance,

Simon Adams

Parallel - Third time winner of Network Professional of the Year
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