Implementing FAQ fields into OTRS Ticket
I'm checking OTRS and I found very useful the FAQ view where content is displayed by using three fields: symptom, problem and solution. I'd love to implement the above fields into each OTRS Ticket as additional fields an agent can fill and edit freely. In this way, in a blink, any agent can understand a ticket without to read tens of exchanged emails with the submitting customer and the other technicians involved in the internal notes. I tried FreeText fields but they seems not appropriated to contain medium size texts. Which is the best way to do that? Best regards
Can anybody answer this question?
Thank you
2009/6/15 Eureka63 Bis
I'm checking OTRS and I found very useful the FAQ view where content is displayed by using three fields: symptom, problem and solution.
I'd love to implement the above fields into each OTRS Ticket as additional fields an agent can fill and edit freely. In this way, in a blink, any agent can understand a ticket without to read tens of exchanged emails with the submitting customer and the other technicians involved in the internal notes.
I tried FreeText fields but they seems not appropriated to contain medium size texts.
Which is the best way to do that?
Best regards
participants (1)
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Eureka63 Bis