Hi,

Including new fields is pretty straightforward: 
Go to SysConfig (/otrs/index.pl?Action=AdminSysConfig), search for freetext, click on Core::TicketFreeText 


and define freetext and freekeys, take note of the number you used (example freetext1) and then search again 
for Frontend::Agent::Ticket::ViewEmailNew (or Frontend::Agent::Ticket::ViewPhoneNew or Frontend::Customer::Ticket::ViewNew)


and enable the TicketFreeText (in this case 1), type 1 for optional field and 2 for mandatory field
Leonardo Certuche


On 5 March 2010 10:56, Bill Matthews <bill.matthews@gmail.com> wrote:
Hi there,

We're looking at OTRS for a help desk application.  So far I've watched the video on the website, played in the demo environment, and read some of the manual.  My next step will be to download/install a demo on my environment.

But I had a general question first -- how customizable is the interface?  In particular I'm looking at the New Ticket page from the Admin view.

Can we add custom fields that the agent must fill out, such as Category, Location, etc?  Or would that require OTRS consulting/customization services?

Thanks,
Bill


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