Hey Nils! Thank you for the answer! I haven't taken a look to the Stats function, but is it also possible to use those freetext fields with the stats? Because our reportings have to include those subcategories (type of problem) If so, can anyone give me a short advice how to set them up? many thanks again! *Von:* "User questions and discussions about OTRS.org" *Gesendet:* 17.08.07 17:21:58 *An:* "User questions and discussions about OTRS.org" *Betreff:* Re: [otrs] Setting queue for ticket when composing answer Markus Uelzer wrote:

Would it be possible to set the "final" queue when composing an answer? So the agent can simply en ter a product queue, composing his answer and at the same time he would be able to set the last category.

Do you have any suggestions or hints how this could be performed?

Then you wouldn't really be using a 'Problem type' queue as all agents are apparently working on the same queue. It might be handier to use a freetext field with a dropdown so the agent can specify the problem type in that way. We don't use freetext fields, but I believe it should be possible to do it this way. Nils Breunese. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220* [http://www.pc-sicherheit.web.de/startseite/?mc=022220]