add additional fields

[aadilm]

I would like to know if we can add additional fields in OTRS in the Agent interface while;
- Creating a Ticket (Phone/Email)
- Adding a Note
- Closing a Ticket

I would need to add fields where i can get a drop down and let the agent choose one of the options while he is acting on the ticket.

I am not sure if i am being descriptive enough for you to explain my concern here...

But, please let me know if you need anymore info.

Looking forward for your response.

[jojo]

this could be done via freefields functionality of otrs

[aadilm]

Hi Jojo,

Thank you for your response.

Could you please point me to a resource where i can get the configuration steps to achieve this and can i configure this in OTRS 2.4.5.

Also, just to add this, can i get these fields to appear when i try to pull out a report of all the tickets from OTRS.

looking forward to your response.

thanks,
aadil

[aadilm]

Hi Jojo,

Found a resource and finally configured the Free Text Fields and its working perfect. Thanks!

Just one question... how can i make one of the free text fields to appear in the Agent Queue View..

EX: The Current Queue View shows
Ticket#
Age
From / Subject
State
Locked
Queue
Owner
CustomerID


Is there a way i can include one of the free text fields in here... the selected field should appear in here... in the ticket row as text...

any help would be much appreciated...

thanks again...