Re: [otrs] TicketType on reply

Hi Aris, Sure : when you reply to a ticket, you click on "Compose Answer (email): " Compose button (or link depending on your OTRS configuration) on the bottom right side of the screen. Then you can enter your answer and other standard details like any MUA : From/To/CC/Subject and also Ticket State/Pending time etc ... and also if you use it some customized Free Text Fields ... What I tried to achieve is to add the Type field in this form (the same one that you can see when clicking on "Free Fields" link when Zooming on a ticket), so I will be able to enter information about the TicketType/Category when replying to customers. The main purpose of this is to "force" agents to fill this field, the best would be to be able to configure it as mandatory or not (like some others OTRS parameters). Don't hesitate to tell me if you need more informations. Thanks. Laurent MINOST Aris Czamanske a écrit :

Could you give some more detail, or an example? Regards, Aris

----- Original Message ---- From: Laurent Minost To: User questions and discussions about OTRS.org Cc: Mohamed Bouhlel Sent: Monday, November 17, 2008 10:41:28 AM Subject: [otrs] TicketType on reply

Hi,

Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS.

Thanks by advance for your replies. BR,

Laurent MINOST _______________________________________________ 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

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