Hi Ralf,
What is the sense of these fields? Can someone please give me a real world examples for how/why to use these fields?
First of all: FreeText (and FreeTime) fields are deprecated in 3.1. The new technology, "Dynamic Fields", is much more flexible. One prominent example of the use of this kind of fields is OTRS::ITSM, which uses FreeText (now dynamic) fields for required information such as Repair Start Time, Impact, Criticality etc. that have to be stored with each ticket. I wrote several integration interfaces from system monitoring tools to OTRS and use dynamic fields to store, for example, the internal alert ID of the monitoring tool. When a ticket is closed, this information is used to clear the alert in the monitoring system as well to re-arm the alert. Another example from my own practice is the integration with a third-party ticketing system in use at one customer that generates its own ticket numbers, which I store in dynamic fields so I can reference OTRS tickets to external tickets. HTH, Peter.