Hi Jan, Jan Henkins schrieb:
Hello all,
I've got a wonderful OTRS 2.0.4 setup that does everything we need it to do, except for the nice statistics you can do in 2.1 and newer. That is why we would like to upgrade to 2.1.6. Even before I attempt to move all my data across, my approach is to get the user interface properly set up. This means in our case all my custom free fields, and where these fields gets exposed for the agent.
Firstly, I have six free fields with predefined options. This is absolutely critical, since we do trend analysis by searching using these free field values. I expose these free fields to the agent in the following areas:
(1) Normal "Free Fields" menu item when you do a zoom view on a ticket (allows you to re-classify a ticket when needed) (2) All these free fields are available during ticket creation in "Email-Ticket" (3) All these free fields are available during ticket creation in "Phone-Ticket".
In practise this works extremely well.
I'm trying to replicate this setup on a test 2.1.6 installation. I manage to activate only the first 4 free fields, and cannot seem to get more. Could somebody please explain to me from scratch what the proper way would be to activate and set up free fields?
If I can remember, in v2.0x you had to manually activate/uncomment free-fields within the DLTs. From v2.1 on, you can/have to activate the free-field within the Sysconfig.
Thanks in advance! Regards, Jan Henkins
Bye, Alex