Hi all,

Got it, was mor ethan easy, thanks again for the tips!

Config Options: Ticket -> Core::TicketFreeText

I defined Freekey and Freetext here

Ticket::Frontend::AgentTicketCompose###TicketFreeText:

I enable the Freekay1 here.

 

So the agents can now simply set the Category when answering a mail.

 

Many thanks again!


 

Von: "User questions and discussions about OTRS.org"
Gesendet: 18.08.07 00:19:20
An: "User questions and discussions about OTRS.org"
Betreff: Re: [otrs] Setting queue for ticket when composing answer


Markus Uelzer wrote:

> I haven't taken a look to the Stats function, but is it also
> possible to use those freetext fields with the stats?
> Because our reportings have to include those subcategories (type of
> problem)

I think so. Stats queries are just SQL queries on the OTRS database
and the freetext fields are also in the database. You might have to
write some custom queries though or tweak the existing ones.

> If so, can anyone give me a short advice how to set them up?

I haven't used those fields yet, but searching this list's archives
might give you some clues.

Nils Breunese.



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