Hi, On 05.03.2010, at 16:56, Bill Matthews wrote:
We're looking at OTRS for a help desk application. So far I've watched the video on the website, played in the demo environment, and read some of the manual. My next step will be to download/install a demo on my environment.
But I had a general question first -- how customizable is the interface? In particular I'm looking at the New Ticket page from the Admin view. Can we add custom fields that the agent must fill out, such as Category, Location, etc? Or would that require OTRS consulting/customization services?
this can be done sinply by configure the SysConfig. I really recommend to request an OTRS Consultant to support you during Evaluation, Concept, Configuration, Installation, etc. Maybe you can have a look at http://www.otrs.com/en/consulting/ which is the commercial part offering professional services. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project