Customizable fields for new tickets?
Hi there, We're looking at OTRS for a help desk application. So far I've watched the video on the website, played in the demo environment, and read some of the manual. My next step will be to download/install a demo on my environment. But I had a general question first -- how customizable is the interface? In particular I'm looking at the New Ticket page from the Admin view. Can we add custom fields that the agent must fill out, such as Category, Location, etc? Or would that require OTRS consulting/customization services? Thanks, Bill
Hi,
Including new fields is pretty straightforward:
Go to SysConfig (/otrs/index.pl?Action=AdminSysConfig), search for
freetext, click on Core::TicketFreeText
and define freetext and freekeys, take note of the number you used
(example freetext1) and then search again
for Frontend::Agent::Ticket::ViewEmailNew (or
Frontend::Agent::Ticket::ViewPhoneNew or
Frontend::Customer::Ticket::ViewNew)
and enable the TicketFreeText (in this case 1), type 1 for optional
field and 2 for mandatory field
Leonardo Certuche
On 5 March 2010 10:56, Bill Matthews
Hi there,
We're looking at OTRS for a help desk application. So far I've watched the video on the website, played in the demo environment, and read some of the manual. My next step will be to download/install a demo on my environment.
But I had a general question first -- how customizable is the interface? In particular I'm looking at the New Ticket page from the Admin view.
Can we add custom fields that the agent must fill out, such as Category, Location, etc? Or would that require OTRS consulting/customization services?
Thanks, Bill
--------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Thanks -- that was exactly what I needed. Everything went smoothly! And Nils, I have contacted the commercial unit to discuss services. Bill On Fri, Mar 5, 2010 at 1:56 PM, Leonardo Certuche < leonardo.certuche@itcon-ltda.com> wrote:
Hi,
Including new fields is pretty straightforward:
Go to SysConfig (/otrs/index.pl?Action=AdminSysConfig), search for freetext, click on Core::TicketFreeText
and define freetext and freekeys, take note of the number you used (example freetext1) and then search again for Frontend::Agent::Ticket::ViewEmailNew (or Frontend::Agent::Ticket::ViewPhoneNew or Frontend::Customer::Ticket::ViewNew)
and enable the TicketFreeText (in this case 1), type 1 for optional field and 2 for mandatory field
Leonardo Certuche
Hi, On 05.03.2010, at 16:56, Bill Matthews wrote:
We're looking at OTRS for a help desk application. So far I've watched the video on the website, played in the demo environment, and read some of the manual. My next step will be to download/install a demo on my environment.
But I had a general question first -- how customizable is the interface? In particular I'm looking at the New Ticket page from the Admin view. Can we add custom fields that the agent must fill out, such as Category, Location, etc? Or would that require OTRS consulting/customization services?
this can be done sinply by configure the SysConfig. I really recommend to request an OTRS Consultant to support you during Evaluation, Concept, Configuration, Installation, etc. Maybe you can have a look at http://www.otrs.com/en/consulting/ which is the commercial part offering professional services. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project
participants (3)
-
Bill Matthews -
Leonardo Certuche -
Nils Leideck - ITSM