Thanks Jeffrey. Is there any documentation that would explain how I do this? Pat From: Jeffery Chen Fan To: "User questions and discussions about OTRS." Date: 05/14/2009 02:39 AM Subject: Re: [otrs] Adding the Customer Location field to the main QueueView Sent by: otrs-bounces@otrs.org ticketfreetext would help you archive this. On Wed, May 13, 2009 at 11:03 PM, wrote: Hello all, Is there a way to add the Customer Location to the primary queue view, preferably in the right frame directly under the CustomerID field?   This would help the technicians that monitor a generic queue to more quickly determine who should assume responsibility for a ticket. Thanks very much for any help, Patrick Dillon Manager, IT Shared Services Aleris International Inc. --------------------------------------------------------------------- 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/ -- Jeffery ___ /\__\ "What is the world coming 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

there have 2 solution 1, extend customer DB 2, use freetext. the easy way is use freetext, but you need to type the location every time when create the ticket. - in Core::TicketFreeText set one freekey, like to say freekey1. set TicketFreeKey1 = location set TicketFreeText1= null or fill it with all the location for your customer. - change Ticket::Frontend::AgentTicketEmail###TicketFreeText set the key1 = 1 or 2. - change Ticket::Frontend::AgentTicketPhone###TicketFreeText set the key1 = 1 or 2. so that, when you create a new ticket, you should see the location fields in the new ticket form. and select the location from the list if you have set TicketFreeText1 with any possible locations of your customers. or just to type the location. On Thu, May 14, 2009 at 10:32 PM, LQ Marshall wrote:

Try looking at...

http://doc.otrs.org/2.3/en/html/c1619.html#customer-data http://doc.otrs.org/2.3/en/html/x1638.html

On Wed, May 13, 2009 at 11:03 PM, wrote:

...

Hello all,

Is there a way to add the Customer Location to the primary queue view, preferably in the right frame directly under the CustomerID field? This would help the technicians that monitor a generic queue to more quickly determine who should assume responsibility for a ticket.

Thanks very much for any help,

Patrick Dillon Manager, IT Shared Services Aleris International Inc.

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