Hey Nils!

Thank you for the answer!

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)

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

 

many thanks again!

 


 

Von: "User questions and discussions about OTRS.org"
Gesendet: 17.08.07 17:21:58
An: "User questions and discussions about OTRS.org"
Betreff: Re: [otrs] Setting queue for ticket when compos ing answer


Markus Uelzer wrote:

> Would it be possible to set the "final" queue when composing an
> answer? So the agent can simply en ter a product queue, composing
> his answer and at the same time he would be able to set the last
> category.
>
>
> Do you have any suggestions or hints how this could be performed?

Then you wouldn't really be using a 'Problem type' queue as all
agents are apparently working on the same queue. It might be handier
to use a freetext field with a dropdown so the agent can specify the
problem type in that way. We don't use freetext fields, but I believe
it should be possible to do it this way.

Nils Breunese.





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