Hi guys, Can I add my own drop down to a ticket so I can select the category when creating a ticket and get a categozied result when generating a report? I know I can use service ->SLA to add a tree which I can select from. However, I want more than one categorization. For example, I want a ticket to select "Windows->logon->cannot logon" as "service" and "SLA". Meanwhile, I also want an agent to be able to select some other informaiton that I am interested like a drop down called "frequency" where I can select something like "only once", "occationally" or "can be reproduced". I may want to add a third dropdown to select something else... Is there anyway to do this? Thank you for any help you may provide. Sincerely, Andrew
Le 2011-08-11 05:24, mc otrs a écrit :
Hi guys, Can I add my own drop down to a ticket so I can select the category when creating a ticket and get a categozied result when generating a report? I know I can use service ->SLA to add a tree which I can select from. However, I want more than one categorization. For example, I want a ticket to select "Windows->logon->cannot logon" as "service" and "SLA". Meanwhile, I also want an agent to be able to select some other informaiton that I am interested like a drop down called "frequency" where I can select something like "only once", "occationally" or "can be reproduced". I may want to add a third dropdown to select something else... Is there anyway to do this?
It may be easier to use service and type instead. For example, you can create service as: - Windows - Linux - Network - Web Site And types: - Logon - Downtime - How-to
... or just use freetextfields for this. Regards Jan Dreyer -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Ugo Bellavance Gesendet: Donnerstag, 11. August 2011 14:18 An: otrs@otrs.org Betreff: Re: [otrs] add my own drop down to a ticket Le 2011-08-11 05:24, mc otrs a écrit :
Hi guys, Can I add my own drop down to a ticket so I can select the category when creating a ticket and get a categozied result when generating a report? I know I can use service ->SLA to add a tree which I can select from. However, I want more than one categorization. For example, I want a ticket to select "Windows->logon->cannot logon" as "service" and "SLA". Meanwhile, I also want an agent to be able to select some other informaiton that I am interested like a drop down called "frequency" where I can select something like "only once", "occationally" or "can be reproduced". I may want to add a third dropdown to select something else... Is there anyway to do this?
It may be easier to use service and type instead. For example, you can create service as: - Windows - Linux - Network - Web Site And types: - Logon - Downtime - How-to --------------------------------------------------------------------- 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
participants (3)
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Jan.Dreyer＠bertelsmann.de -
mc otrs -
Ugo Bellavance