Hi, Thank you for answering me, but I didn't know how to user freetext field, and add something custom, can you tell me how to do that ? Thank you Torsten Thau a écrit : -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, Tahar schrieb:

Hello,

Anyone can tell me how to add a custom field on submitting a new ticket ? I would add a new menu field on the page CustomerTicketMessage and insert that field on the database.

I tried to find where insertion is done on the pm files, but I didn't undestand how this is done.

I give an example on new ticket page I have 3 fields

To : Subject : Text :

I would to have this

To : Ref : Subject: Text:

When ticket is submitted all fields are inserted into the database and extracted later.

...why don't you use a freetext field for this? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHhyd5vXo8m5PgoXQRAi40AJ0Qhdi2MS0hzHlCN14bsNOOlery/gCbBch3 wN29jLecPXYn42Xe7VO00FQ= =9CcA -----END PGP SIGNATURE----- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

freetext fields are insufficient in some way for many reasons. I.e. I try to extend notes with date/time field and a switch to set time being billable or not to get real accounting according valid laws over here (Support has done this and that than. Duration of action billed -> x.y). This would enable legal billing based on time spans (i.e. month), not on single actions. At the very same time I could see how many time was spend for this very customer and costs he causes. I need to overwrite functions related to notes for this and OTRS claims it being possible. It doesn't work. I'm fighting with it since months as well as with translation of SLAs and the like. Mit freundlichen Grüßen / Kind regards Dieter Ringhofer Schönblick 9 74382 Neckarwestheim tel +49 7133 97236 fax +49 7133 97237 mobil +49 179 1003496 http://edv-ringhofer.de/ DE813829721 ----- Original Message ----- From: "Torsten Thau" To: "User questions and discussions about OTRS.org" Sent: Friday, January 11, 2008 9:23 AM Subject: Re: [otrs] Need help to create a custom field

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1

Hi there,

Tahar schrieb:

...

Hello,

Anyone can tell me how to add a custom field on submitting a new ticket ? I would add a new menu field on the page CustomerTicketMessage and insert that field on the database.

I tried to find where insertion is done on the pm files, but I didn't undestand how this is done.

I give an example on new ticket page I have 3 fields

To : Subject : Text :

I would to have this

To : Ref : Subject: Text:

When ticket is submitted all fields are inserted into the database and extracted later.

...why don't you use a freetext field for this?

regards, Torsten Thau

- -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux)

iD8DBQFHhyd5vXo8m5PgoXQRAi40AJ0Qhdi2MS0hzHlCN14bsNOOlery/gCbBch3 wN29jLecPXYn42Xe7VO00FQ= =9CcA -----END PGP SIGNATURE----- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/