FreeText fields by Queue::Please vote!

[ptay]

Currently OTRS supports FreeText fields globally. That means if you enable a FreeText field customers will see the same FreeText field regardless of queue. This is a major hurdle to my organization using FreeText fields. I can't use FreeText fields for all queues as the queues are separated logically for a reason & the FreeText fields don't apply to all queues.

I submitted an idea for OTRS to support FreeText fields by queue. That would mean you can configure FreeText fields that would be based on the queue selected by the customer.

If OTRS implemented FreeText fields by queue you could have a trouble queue which has a FreeText field of Severity [low, medium, high] and Regulatory Impact [yes, no] as drop downs. Then have FreeText field for administration queue which has FreeText field of Request Type [password reset, new user request, delete user].

The beauty of this feature is OTRS could implement a feature that would enable FreeText field globally (like now) or by queue (new feature). Administrators can toggle between the features based on their implementation.

If you would want to see this feature in a future OTRS please vote for it at http://otrsteam.ideascale.com/a/dtd/Fre ... 0410-10369

Thanks!

[crythias]

http://forums.otrs.org/viewtopic.php?f= ... 758#p31758
Let me know if this is close enough.

[ptay]

http://forums.otrs.org/viewtopic.php?f= ... 758#p31758
Let me know if this is close enough.

Thanks crythias, the idea behind your java script post is roughly the same. I'm not an expert on how to implement but I know it can be done. Our management would not support a hack & I'm not sure how that would impact a support contract with OTRS if we decide to go with one.

If enough people vote on the suggestion maybe they will build it.

[crythias]

That's no problem with me (I'm not offended). My setup adds a few lines to a .dtl, and that's pretty much about it. To anyone else who'd try it, it's not so much a hack (ok, yes it is. Who am I kidding?) as a "theme change". Will it affect a support contract? I can't give you that answer. However, I wouldn't be surprised if they used my method to provide what you wanted. No, it's not that my method is that good, but it is easier than changing the core.

I don't think there will be enough votes to get this into core. To make this happen server side isn't easy. I don't even think you could per-queue it. At the minimum, I'd believe that the changes would be per group, not per queue. At least, that's how I'd focus it, because per-queue is too limiting. Your query piqued my curiosity, and I couldn't figure out any good way to do it server side. You'd have to ALTER tables, ensure that the free text fields are validly assigned to queues, throw error messages if they aren't, make certain that the fields are eligible to be adjusted by proper agent membership to the groups the queues are members of... or you can choose to show the fields when the queue is selected by a CSS trick.