General question about FreeText Fields
Hi, I'm a little bit confused about the use of the freetext fields. I have read the documentation, activated the fields in sysconfig and now I am able to use the fields for my tickets. But what for? What is the sense of these fields? Can someone please give me a real world examples for how/why to use these fields? Thanks! Ralf
Hello, I think that freetext have the same goal as dynamic field in lastest version As I understand they can be used to customize your installation To be concrete, we use dynamic fields to allow customer to say, when submitting a ticket : 'this ticket is private' or 'this ticket is a company ticket' I want to share it with other After that , I develop a small piece of code to play with customerID of tickets having IsCompanyTicket (name of my dynamic field) set to true. At the current time this 'piece of code' is run asynchronously (GenericAgent) but we can also trigger action using event Hope this is helpful Bernard Le 12 juil. 2012 à 11:18, Ralf Mueller a écrit :
Hi,
I'm a little bit confused about the use of the freetext fields.
I have read the documentation, activated the fields in sysconfig and now I am able to use the fields for my tickets.
But what for? What is the sense of these fields? Can someone please give me a real world examples for how/why to use these fields?
Thanks!
Ralf
--------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18
Hi Ralf,
What is the sense of these fields? Can someone please give me a real world examples for how/why to use these fields?
First of all: FreeText (and FreeTime) fields are deprecated in 3.1. The new technology, "Dynamic Fields", is much more flexible. One prominent example of the use of this kind of fields is OTRS::ITSM, which uses FreeText (now dynamic) fields for required information such as Repair Start Time, Impact, Criticality etc. that have to be stored with each ticket. I wrote several integration interfaces from system monitoring tools to OTRS and use dynamic fields to store, for example, the internal alert ID of the monitoring tool. When a ticket is closed, this information is used to clear the alert in the monitoring system as well to re-arm the alert. Another example from my own practice is the integration with a third-party ticketing system in use at one customer that generates its own ticket numbers, which I store in dynamic fields so I can reference OTRS tickets to external tickets. HTH, Peter.
participants (3)
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Bernard Chambon -
Peter Eckel -
Ralf Mueller