[otrs] Use of freefields

22 Oct 2003

      We would like to use the free fields for request types (breakfix, work
order, user help, etc), and the second for request category (UNIX
server, Windows server, PC, etc).  I have no problem with how to use
them as is, but I would rather avoid having our agents have to type the
key in all the time (type for 1 and category for 2).  It looks like a
change to AgentText.dtl such as listed below would do the trick, are
there any problems with this method?

<input type="hidden" name="Action" value="AgentFreeText">

<input type="hidden" name="Subaction" value="Update">

  <table border="0">

  <tr>

    <td width="20"></td>

    <td>$Text{"Key"}:</td>

    <td>$Text{"Value"}</td>

  </tr>

  <tr>

    <td>Request Type</td> # - Note - I'd actually like to delete this
line

    <td><input type="text" name="FreeKey1" value="Type" readonly
size="20">:</td>

    <td><select name="FreeText1"> <option selected>(Choose One)

        <option>Breakfix

        <option>Work Order

        <option>User Help

        <option>Project

        </select>

    </td>

  </tr>

  <tr>

    <td>Category</td> # - Note - I'd actually like to delete this line

    <td><input type="text" name="FreeKey2" value="Category" readonly
size="20">:</td>

    <td><select name="FreeText2"> <option selected>(Choose One)

        <option>Blackberry

        <option>Database

        <option>Email

        <option>Empire Time

        <option>File Restore

        <option>Flexi

        <option>General Information

        <option>KITE

        <option>Laptop

        <option>Network

        <option>Other

        <option>PC Hardware

        <option>PC Software

        <option>Peoplesoft

        <option>Printer Support

        <option>Remote Access

        <option>Security Windows Server

        <option>Security UNIX Server

        <option>Siebel

        <option>Telecom

        <option>Training

        <option>UNIX Server

        <option>User Modify/Password Reset

        <option>Virus

        <option>Windows Server

        </select>

    </td>

  </tr>

  </table>

<br>

</form>

One problem I have with this is that the current values for the fields
don't show when you navigate to the screen.  I thought I might need to
use the statement below, but I'm obviously doing something wrong.  If
someone could point me in the right direction it would be appreciated.

  <tr>

    <td>Request Type</td>

    <td><input type="text" name="FreeKey1" value="Type" readonly
size="20">:
...
<td><select name="FreeText1"> <option selected>

#    <td><select name="FreeText1"> <option selected>(Choose One)

        <option>Breakfix

        <option>Work Order

        <option>User Help

        <option>Project

        </select>

    </td>

  </tr>

The next step would be adding these fields to the Status section of the
AgentZoom.dtl and somewhere on the PhoneView screen so that the agents
don't have to navigate to the free fields screen to set them (because
they WILL forget).  I'm not sure what I would need to change as far as
the form actions to make that work or if this is even possible, so any
feedback on this would be appreciated as well.

Thanks, we recently went live with OTRS and it is working very well for
us!

Mike

[otrs] Use of freefields

Seigafuse, Mike