Turns out this was surprisingly easy Through the SysConfig section of the Admin interface I: 1. Searched FreeText 2. Opened the the Core::TicketFreeText object 3. Enabled TicketFreeKey1 (I didn't enabled any of the other Key2 attributes) 4. Changed the Key and Content to "Customer Reference #" (not sure whether Key or Content displays, so just changed both....) 5. Submitted the change 6. Returned to the search 7. Opened the Frontend::Agent::Ticket::ViewNote object 8. Scrolled down to the Ticket::Frontend::AgentTicketNote###TicketFreeText attribute and changed the Content of Key 1 to 1 (this enabled the free text field in a note (this is for cases where a job was submitted via email without an external customer reference # the agent can add one with a note 9. Submitted the change 10. Returned to the search 11. Opened the Frontend::Customer::Ticket::ViewNew object 12. Scrolled down to the Ticket::Frontend::CustomerTicketMessage###TicketFreeText: attribute and change the Content of Key 1 to 2 (this makes the Customer Reference # field appear as mandatory when adding a new ticket through the customer interface) 13. Submitted the change Now the frustrating bit was..., I was expecting an empty field to appear in the right-hand pane so spent ages trying to add it to that section, HOWEVER the trick was just to add a value to this field (the easiest is to add a note to an existing ticket) and magically the reference number appears in the right-hand pane ;-) So it looks like the field isn't displayed unless there is a value in it....... Greg -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Frans Stekelenburg Sent: Thursday, 5 February 2009 9:09 p.m. To: User questions and discussions about OTRS. Subject: Re: [otrs] Adding fields to the right-hand pane on the agentticketwindow Hi, I am trying to do something similar for an external reference number. Have not received suggestions on my question from last week, so I hope someone will answer yours. This is going to be a FAQ :-) gr, Frans

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Greg Pennell - HSA Global Sent: woensdag 4 februari 2009 22:31 To: otrs@otrs.org Subject: [otrs] Adding fields to the right-hand pane on the agent ticketwindow

Is it possible to add a field to the right-hand (grey) pane on the agent ticket view.

I'm recording the an internal reference number in a free text field and what to easily display it when viewing the ticket

Cheers Greg _______________________________________________ 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

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