Free Text - please school me

[Gunz]

Hi, I believe I understand the concept of Free Text - that it allows me to add additional fields in the ticket form and can support a drop down menu of options.

What I don't understand is the steps needed to configure a free text field.

I've gone thru the documentation and it's not really clear to me. I've also tried fiddling around on my test system - can't get it to show up on the Open Ticket screen.

Would someone be able to give me the high level steps needed to configure free text fields within a Phone Ticket?

As well, is it possible to do "contextual" free fields - that is, if a ticket is a certain type then show me the extra fields (example if type is a "complaint", show me the extra field:- "Product")?

Thanks in advance!

[peter_sk]

1. First, go to Sysconfig -> Ticket -> Core::TicketFreeText
Define the TicketFreeKey1 This is the name of the field, you want to add.
Define TicketFreeText1 - add values for this field
There are some extra options, like default selection etc.. if you want them OK, but not needed.

2. Go to Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew (form for entering new phone ticket)
Search for Ticket::Frontend::AgentTicketPhone###TicketFreeText. The first column (Key) defines the new filed number. If you defined the FreeKey1, then the Key 1 is relevant, if you defined the FreeKey7, then the Key 7 is the one, etc.
In the second column enter 0, 1 or 2. 0 = field is disabled, 1 = field is enabled, 2 = filed is enabled and is mandatory.

Don't khow the answer to your second question, but I would like to know that too.

Peter

[Gunz]

Excellent, detailed answer. Thank you it's help me a lot.

[Igor]

Hello!

Please, could somebody help me?

I have several queues - support and sales.
And I configured Free Text Fields, so when the agent close ticket there is required dropdown menu.
It has such fields like software / hardware (for example, for Support queue) and sale service / sale equipment (for example, for Sales queue). All this fields in same menu.

The questions is:
- how to separate two "free text menu" between two queues. I mean if it`s Support queue, in menu should be fields software / hardware, if it`s Sales queue, in menu should be fields sale service / sale equipment.

Also, I configured Ticket:ViewClose, so when the agent close the ticket there is required field.
But, i didn`t find how to make required "free text field" when the agent answer the ticket. Where I should change free text parametrs when the agent answer?

Thank in advance.
Sorry for my English.
I am from Russia, but i didn`t find answers on Russian forums.

[yuri0001]

Vizit http://otrs.ru/forum/index.php - there you recieve all responses in Russian. It's too lazy write to Russian in English

[Igor]

Thank you, Yuri. I know about Russian forums and I wrote abour it. I have already asked some questions on Russian forums, but did not get answers. So, may be you could give me really useful answer.

[yuri0001]

Write there! It's too difficult to my bad English to describe some answers to Russsian in English. All I know i'll try to answer there.

[yuri0001]

Look here:viewtopic.php?f=60&t=8032&p=52664&hilit ... eue#p52664