How to add new ticket propety?

[andie]

Good day.

I have recently installed ITRS and want to ask a question. Would you be so king telling if it is possible to add some catogories for the ticket (as our inner level of occurrence, problem topic of our classifier etc.).

Thank you very much in advance.

[crythias]

Among other ways, you might choose to use the free text fields.

[andie]

Thank you very much for reply.

I found that it is a good way to use services for our classification. I fed data into this glossary, but customer user cannot choose anything because of empty checkbox. Also I enabled in "Customer Users <-> Services" menu all services to this user, but the checkbox is still empty. Can you tell me what's wrong?

Thank you once again.

[andie]

in addition, though I added Free Text propety, it's also invisible for customer

[crythias]

I implemented Queues for the types of tickets, and assigned agents based upon who handles those type of tickets. Maybe that isn't the way you want to handle it, but it's what I chose.

[crythias]

And then again, maybe the simplest answer is to add more ticket Types under Admin, Type.

For the "Free Text Fields don't show up" check out Config Options: Ticket -> Frontend::Customer::Ticket::ViewNew
Ticket::Frontend::CustomerTicketMessage###TicketFreeText:
Shown ticket free text options. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
(Although these will be "free text" and therefore randomly changeable if enabled.)

Edit: Check out Config Options: Ticket -> Core::TicketFreeText as well.

[scotthammy]

And then again, maybe the simplest answer is to add more ticket Types under Admin, Type.

For the "Free Text Fields don't show up" check out Config Options: Ticket -> Frontend::Customer::Ticket::ViewNew
Ticket::Frontend::CustomerTicketMessage###TicketFreeText:
Shown ticket free text options. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
(Although these will be "free text" and therefore randomly changeable if enabled.)

Edit: Check out Config Options: Ticket -> Core::TicketFreeText as well.

Is free text the only way to have a drop down? Im attemping to set up OTRS to replace our paperbased Hardware Returns system also know as a Return goods authority.

Attached is a photo of what I have setup under New Phone ticket.

freetext.PNG

And also a screenshot of our paper returns system form I was trying to transpose into OTRS.

Cardax Master RGA Form.PNG

My Questions: Can this be done, looking at freetext this will give you dropdown menu however this also gives you a free text box (I dont want this)

The Customer portal side of OTRS will not be used. This will be a internal documentation and report tool for Hardware returns and testing.