The configuration is as follows: Opciones de Configuracion: Ticket -> Core::TicketFreeText TicketFreeKey1: Define the free key field 1 for tickets. With this setting you can define an new ticket property. Llave Contenido TicketFreeKey1::DefaultSelection: The default selection of free text field 1 if more then one option is defined. (Default: ) TicketFreeText1: Define the free text field 1 for tickets. It's a new ticket property. Llave Contenido TicketFreeText1::DefaultSelection: The default selection of free text field 1 if more then one option is defined. (Default: Notebook

From: nils.leideck@leidex.net Date: Wed, 2 Mar 2011 17:08:35 +0100 To: otrs@otrs.org Subject: Re: [otrs] Create new item in agent intreface

Dear Juancho,

can you post you configuration details?

Cheers, Nils

On 02.03.2011, at 16:08, Juancho - wrote:

...

Hi, Ive done what you've said already but doesnt work. When I create a new ticket (agent interface), theres no new combo or field. Any suggestions?

...

From: nils.leideck@leidex.net Date: Tue, 1 Mar 2011 20:23:52 +0100 To: otrs@otrs.org Subject: Re: [otrs] Create new item in agent intreface

Dear Juancho,

TicketFreeTextFields are for the Customer AND the Agent interface.

1. Declare the TicketFreeField in SysConfig -> Ticket -> Core::Ticket::FreeText 2. Enable the relevant fields per view (no matter if customer or agent interface - use SysConfig)

On 01.03.2011, at 20:13, Juancho - wrote:

...

Am trying to create a new option in Agent Interface in wich I could assign a number or string like: "hardware" or "DB", after receiving the ticket, to add a new clasification.

Is there an option to do that????? The freetext one seems to be just for customer interface!

— Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

Hi Where can i enable the fields?, cant find that option Thanx in advance Enviado desde mi iPhone El 02/03/2011, a las 18:27, Nils Leideck escribió:

Dear Juancho,

ok, the second is not required beacuse you just have one key = “Product”, so there is no need for a default selection. right? ;-) This is the first step I described, did you do the second step as well?

Cheers, Nils

On 02.03.2011, at 19:03, Juancho - wrote:

...

The configuration is as follows:

Opciones de Configuracion: Ticket -> Core::TicketFreeText

...

From: nils.leideck@leidex.net Date: Wed, 2 Mar 2011 17:08:35 +0100 To: otrs@otrs.org Subject: Re: [otrs] Create new item in agent intreface

Dear Juancho,

can you post you configuration details?

Cheers, Nils

On 02.03.2011, at 16:08, Juancho - wrote:

...

Hi, Ive done what you've said already but doesnt work. When I create a new ticket (agent interface), theres no new combo or field. Any suggestions?

...

From: nils.leideck@leidex.net Date: Tue, 1 Mar 2011 20:23:52 +0100 To: otrs@otrs.org Subject: Re: [otrs] Create new item in agent intreface

Dear Juancho,

TicketFreeTextFields are for the Customer AND the Agent interface.

1. Declare the TicketFreeField in SysConfig -> Ticket -> Core::Ticket::FreeText 2. Enable the relevant fields per view (no matter if customer or agent interface - use SysConfig)

On 01.03.2011, at 20:13, Juancho - wrote:

...

Am trying to create a new option in Agent Interface in wich I could assign a number or string like: "hardware" or "DB", after receiving the ticket, to add a new clasification.

Is there an option to do that????? The freetext one seems to be just for customer interface!

— Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

---

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

— Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

http://blog.otrs.org/2011/03/01/community-documentation-vs-technical-documen... http://blog.otrs.org/2011/03/01/community-documentation-vs-technical-documen...Would this be it? http://blog.otrs.org On Wed, Mar 2, 2011 at 4:45 PM, David Boyes wrote:

Shawn Beasley just posted a really interesting call for community help with documentation for OTRS, that my stupid fingers instantly deleted by accident, and now I can't find the topic or the announcement anywhere.

Could someone at OTRS either forward me the announcement or point me to where that effort is located?

--------------------------------------------------------------------- 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

Dear Alan, these FreeTextFields needs to be enabled in every View where they should appear. E.g. Frontend::Agent::Ticket::ViewNote Cheers, Nils On 02.03.2011, at 22:33, Alan Creed wrote:

Hi Where can i enable the fields?, cant find that option Thanx in advance

Enviado desde mi iPhone

El 02/03/2011, a las 18:27, Nils Leideck escribió:

...

Dear Juancho,

ok, the second is not required beacuse you just have one key = “Product”, so there is no need for a default selection. right? ;-) This is the first step I described, did you do the second step as well?

Cheers, Nils

On 02.03.2011, at 19:03, Juancho - wrote:

...

The configuration is as follows:

Opciones de Configuracion: Ticket -> Core::TicketFreeText

...

From: nils.leideck@leidex.net Date: Wed, 2 Mar 2011 17:08:35 +0100 To: otrs@otrs.org Subject: Re: [otrs] Create new item in agent intreface

Dear Juancho,

can you post you configuration details?

Cheers, Nils

On 02.03.2011, at 16:08, Juancho - wrote:

...

Hi, Ive done what you've said already but doesnt work. When I create a new ticket (agent interface), theres no new combo or field. Any suggestions?

...

From: nils.leideck@leidex.net Date: Tue, 1 Mar 2011 20:23:52 +0100 To: otrs@otrs.org Subject: Re: [otrs] Create new item in agent intreface

Dear Juancho,

TicketFreeTextFields are for the Customer AND the Agent interface.

1. Declare the TicketFreeField in SysConfig -> Ticket -> Core::Ticket::FreeText 2. Enable the relevant fields per view (no matter if customer or agent interface - use SysConfig)

On 01.03.2011, at 20:13, Juancho - wrote:

> Am trying to create a new option in Agent Interface in wich I could assign a number or string like: "hardware" or "DB", after receiving the ticket, to add a new clasification. > > Is there an option to do that????? > The freetext one seems to be just for customer interface!

— Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

---

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

— Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

--------------------------------------------------------------------- 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

— Nils Leideck http://webint.cryptonode.de / a Fractal project

Hi there, thanx for the help so far!!!! Id like to know if the input boxes that appear (6) when u enable freetext in agent interface can be deleted or hidden becouse I really dont need them and I dont want people to write down there. Please Help! From: reced13@msn.com To: otrs@otrs.org Subject: RE: [otrs] Create new item in agent intreface Date: Thu, 3 Mar 2011 14:59:11 -0300 Hi there! I could create an option like this: BASE Llave: Valor Clasificacion: - HW Normativo Sistemas : : : Id like to choose just an option in "Clasificacion", I dont need the 6 text boxes that always appear. Is there a way to delete or not show them?? I was looking for it all morning and couldnt find it. Thanks in advance.

From: nils.leideck@leidex.net Date: Thu, 3 Mar 2011 00:31:17 +0100 To: otrs@otrs.org Subject: Re: [otrs] Create new item in agent intreface

Dear Alan,

these FreeTextFields needs to be enabled in every View where they should appear.

E.g. Frontend::Agent::Ticket::ViewNote

Cheers, Nils

On 02.03.2011, at 22:33, Alan Creed wrote:

...

Hi Where can i enable the fields?, cant find that option Thanx in advance

Enviado desde mi iPhone

El 02/03/2011, a las 18:27, Nils Leideck escribió:

...

Dear Juancho,

ok, the second is not required beacuse you just have one key = “Product”, so there is no need for a default selection. right? ;-) This is the first step I described, did you do the second step as well?

Cheers, Nils

On 02.03.2011, at 19:03, Juancho - wrote:

...

The configuration is as follows:

Opciones de Configuracion: Ticket -> Core::TicketFreeText

...

From: nils.leideck@leidex.net Date: Wed, 2 Mar 2011 17:08:35 +0100 To: otrs@otrs.org Subject: Re: [otrs] Create new item in agent intreface

Dear Juancho,

can you post you configuration details?

Cheers, Nils

On 02.03.2011, at 16:08, Juancho - wrote:

...

Hi, Ive done what you've said already but doesnt work. When I create a new ticket (agent interface), theres no new combo or field. Any suggestions?

> From: nils.leideck@leidex.net > Date: Tue, 1 Mar 2011 20:23:52 +0100 > To: otrs@otrs.org > Subject: Re: [otrs] Create new item in agent intreface > > Dear Juancho, > > TicketFreeTextFields are for the Customer AND the Agent interface. > > 1. Declare the TicketFreeField in SysConfig -> Ticket -> Core::Ticket::FreeText > 2. Enable the relevant fields per view (no matter if customer or agent interface - use SysConfig) > > On 01.03.2011, at 20:13, Juancho - wrote: > >> Am trying to create a new option in Agent Interface in wich I could assign a number or string like: "hardware" or "DB", after receiving the ticket, to add a new clasification. >> >> Is there an option to do that????? >> The freetext one seems to be just for customer interface!

— Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

---

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

— Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

--------------------------------------------------------------------- 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

— Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

Hi there! Thanks for the answer! The problem is that I dont have that option, Im using otrs 2.0.4, the only ones that include the freetext string are: Core 24 Framework Frontend::Agent::Preferences 9 Framework Core::Ticket 32 Ticket Core::TicketFreeText 32 Ticket Frontend::Agent::ModuleRegistration 27 Ticket Frontend::Agent::Ticket::MenuModule 13 Ticket Thanks!!!!! From: nils.leideck@leidex.net Date: Fri, 4 Mar 2011 18:51:55 +0100 To: otrs@otrs.org Subject: Re: [otrs] FW: Create new item in agent intreface Dear Juancho, as said, these fields are configured per view. The "Free Fields” view can be configured in SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewFreeText Cheers, Nils On 04.03.2011, at 15:08, Juancho - wrote: Hi there, thanx for the help so far!!!! Id like to know if the input boxes that appear (6) when u enable freetext in agent interface can be deleted or hidden becouse I really dont need them and I dont want people to write down there. Please Help! From: reced13@msn.com To: otrs@otrs.org Subject: RE: [otrs] Create new item in agent intreface Date: Thu, 3 Mar 2011 14:59:11 -0300 Hi there! I could create an option like this: BASE Llave: Valor Clasificacion: - HW Normativo Sistemas : : : Id like to choose just an option in "Clasificacion", I dont need the 6 text boxes that always appear. Is there a way to delete or not show them?? I was looking for it all morning and couldnt find it. Thanks in advance.

From: nils.leideck@leidex.net Date: Thu, 3 Mar 2011 00:31:17 +0100 To: otrs@otrs.org Subject: Re: [otrs] Create new item in agent intreface

Dear Alan,

these FreeTextFields needs to be enabled in every View where they should appear.

E.g. Frontend::Agent::Ticket::ViewNote

Cheers, Nils

On 02.03.2011, at 22:33, Alan Creed wrote:

...

Hi Where can i enable the fields?, cant find that option Thanx in advance

Enviado desde mi iPhone

El 02/03/2011, a las 18:27, Nils Leideck escribió:

...

Dear Juancho,

ok, the second is not required beacuse you just have one key = “Product”, so there is no need for a default selection. right? ;-) This is the first step I described, did you do the second step as well?

Cheers, Nils

On 02.03.2011, at 19:03, Juancho - wrote:

...

The configuration is as follows:

Opciones de Configuracion: Ticket -> Core::TicketFreeText

...

From: nils.leideck@leidex.net Date: Wed, 2 Mar 2011 17:08:35 +0100 To: otrs@otrs.org Subject: Re: [otrs] Create new item in agent intreface

Dear Juancho,

can you post you configuration details?

Cheers, Nils

On 02.03.2011, at 16:08, Juancho - wrote:

...

Hi, Ive done what you've said already but doesnt work. When I create a new ticket (agent interface), theres no new combo or field. Any suggestions?

> From: nils.leideck@leidex.net > Date: Tue, 1 Mar 2011 20:23:52 +0100 > To: otrs@otrs.org > Subject: Re: [otrs] Create new item in agent intreface > > Dear Juancho, > > TicketFreeTextFields are for the Customer AND the Agent interface. > > 1. Declare the TicketFreeField in SysConfig -> Ticket -> Core::Ticket::FreeText > 2. Enable the relevant fields per view (no matter if customer or agent interface - use SysConfig) > > On 01.03.2011, at 20:13, Juancho - wrote: > >> Am trying to create a new option in Agent Interface in wich I could assign a number or string like: "hardware" or "DB", after receiving the ticket, to add a new clasification. >> >> Is there an option to do that????? >> The freetext one seems to be just for customer interface!

— Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

---

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

— Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

--------------------------------------------------------------------- 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

— Nils Leideck http://webint.cryptonode.de / a Fractal project

--------------------------------------------------------------------- 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

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 — Nils Leideck http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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

Hi there!!!!!!! Ive created some "answers" to reply to the client and linked them to the queue. The problem is that when u have a large ticket, what I wrote in answer always is at the end of the ticket. Can this be changed to be at the beginnig? Thanx in advance!!!!!

Thanx Elva Worked perfectly! Date: Mon, 28 Mar 2011 10:40:05 -0600 From: en@otrs.com To: otrs@otrs.org Subject: Re: [otrs] reply ticket using custom answers, help! Hello Juan, You can configure the response format in "Ticket::Frontend::ResponseFormat", via SysConfig. Regards, Elva On 3/28/2011 9:48 AM, Juancho - wrote: Hi there!!!!!!! Ive created some "answers" to reply to the client and linked them to the queue. The problem is that when u have a large ticket, what I wrote in answer always is at the end of the ticket. Can this be changed to be at the beginnig? Thanx in advance!!!!! --------------------------------------------------------------------- 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 -- Elva María Novoa del Toro Research & Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3861 I: www.otrs.com/ Incremente su eficiencia hasta un 30% - obtenga OTRS Help Desk 3.0: http://www.otrs.com/ --------------------------------------------------------------------- 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

Hi all!!!!! Im trying to make a script that can block tickets to users, so they dont have to choose the tickets from the main page. The problem is that I need them to be seen as "new ticket" and not only be the ticket blocked to a user. ( so the user knows that has a ticket to view ). Anyone knows how to modify the "new ticket" option????? Thanx in advance!!!!!!!!!!! ---------------------------------------------------------------------

You've asked the question 3 times, and apparently it's unanswerable as you've requested. Perhaps if you tell us your use case on it we can give you a better answer. Who creates the ticket? Does the ticket already exist and are you trying to make the state New again and want the owner of the ticket to be root@localhost again? Why not just unlock the ticket? On Fri, May 13, 2011 at 10:48 AM, Juancho - wrote:

Hi,, need help!!!

I have a problem. How can I do to move a ticket to the "new ticket" without blocking the ticket to a different user.

Thanx!!!!!!!!!!!!!!!!!!!!!!!!!!

--------------------------------------------------------------------- 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