how to create a new field in ticket interface?

lenkersdorf · Post by **lenkersdorf** » 20 Apr 2010, 01:18

I'd like to modify my otrs ticket interface. I use otrs 2.4 with Mandriva 2010.
Otrs is working but i need to add a new field in this page.
I saw into CustomerTicketMessage.pm and CustomerTicketOverView.pm perl modules but
i can't see how customer.pl file send data via POST.
I don't know what i exactly must modify to do this!!! somebody can tell me about this?

Dizzy · Post by **Dizzy** » 20 Apr 2010, 07:23

In the sysconfig you can define "Freetext fields" and "Freetime fiels", maybe this helps?
http://doc.otrs.org/2.4/en/html/

lenkersdorf · Post by **lenkersdorf** » 20 Apr 2010, 19:41

Dizzy, Thanks a lot for your answer.

It's true, i can add news combobox or something like that,now my situation is that i don't know if
is there a short way to create a simple input text??
if that is possible, how do i find out more about it?
or what is the best way to begin this problem, maybe I think that i must built my own functions for this goal, isn't it?
of course, i read otrs documentation but i don't yet understand the whole.

Thanks in advance!!

ptay · Post by **ptay** » 13 Jul 2010, 19:27

Any progress on this? I am in same situation.

Post by **crythias** » 13 Jul 2010, 19:45

You can create your own form such as with http://www.jotform.com for any fields you want and have it email your otrs email. The fields will just show up in the body of the email.

ptay · Post by **ptay** » 13 Jul 2010, 20:04

This looks really cool, I'll try this option out, thanks!

Chebotko · Post by **Chebotko** » 30 Jul 2010, 10:28

Hello.
What is the best way to add field "Owner" at Customers Web interface for create tickets.
For personalization of tickets.
For example:

Post by **crythias** » 30 Jul 2010, 13:52

You want the customer to choose his own agent? The best way to do that is to have a CustomerUserGroup that has a Queue and the Agent assigned to that one Queue.

So, in Admin:
Queues:
Department
Department::AgentFirstNameLastName

Assign the Agent to the Group that holds his Queue
Assign the customer to the Customer User Group that is assigned to the Agent Queue.

But since Agents are personnel, and they tend to change, having a queue for a specific Agent may not be perfect for the life of OTRS, which could last much longer than the Agent's employment.

Znuny and ((OTRS)) Community Edition