Free fields?

[holmesmail]

Im not finding much information in the OTRS manual about "free fields". What are ticket free fields? Could someone please explain this to me?

Thanks in advance for any response.

[jojo]

Free Fields are additional fields on a ticket which can be used to store data in a structured way on a ticket vie dropdown or as free text.

Examples are: Error Codes, References to Ticket IDs from other systems, Phone Numbers etc

[jacinth]

Is there any manual that will explain further what are the keys that can be used? Eg, Label, Module and etc.
Can we have the free key field to get the drop down values from database?
I am trying to look for any example that can help me to understand better as I am not familiar with this.

Thanks.

[peter_sk]

You can configure up to 16 fields (FreeText1 to FreeText16)
There are 2 steps to configure them.

Step 1: configuration of fields
Go to: Sysconfig -> Ticket -> Core::TicketFreeText:

For each field there are 5 Parameters:

1. TicketFreeKey1 - the name of the field, which can also be multiple values
2. TicketFreeKey1::DefaultSelection - the default value of field name (1)
3. TicketFreeText1: Possible values of the field (these are the values you choose from, when you are entering ticket)
4. TicketFreeText1::DefaultSelection . the default selection of the value of the field
5. TicketFreeText1::Link - you can add the url to each field, which is shown on ticket view.

Step 2. Configuration of usage of fields
When you configured fields, you the have to configure their usage:

Go to: Sysconfig: Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewXXXXXXXXXXXX

ViewXXXXXXXXXX is input mask (user interface) for specific task. For example Frontend::Agent::Ticket::ViewOwner - this is user interface, which is shown, when you click on Owner link in Ticket Zoom.

Let's taker Frontend::Agent::Ticket::ViewOwner example. There is a parameter: Ticket::Frontend::AgentTicketOwner###TicketFreeText

You'll see 16 fields in pairs of 2 (Key, Value). The key is allready filled with values from 1 to 16, each for one Freetext field. In the value field you can enter 0, 1 or 2.
0 = field is not shown
1 = field is shown
2 = field is show and is mandatory to enter value

If you for example enter the value of 2 in Value field of Key "1", then Freetext1, configured in previous step, would be shown and the user will have to enter (choose) the value of the field.

I hope this is clear enough.

Regards
Peter

[jacinth]

Hi Peter,

Thanks for the explainations. I managed to get the free text field appeared in my phone ticket form.
Do you have any idea if we can pull the records of this free text field from Database instead of key in the list one by one manually through sysconfig?

Thanks

[peter_sk]

Hi,

I tried to find the freetext definitions in database, but no luck...
Maybe someone else can help here?

[jojo]

thats not possible without development

[crythias]

a back-end workaround can be to populate the
otrs/Kernel/Config/Files/ZZZAuto.pm file with something.

(Not generally recommended, but here goes...)

Code: Select all

$Self->{'TicketFreeText1'} =  {
  '' => '-',
  'Notebook' => 'Notebook',
  'PC' => 'PC',
  'Phone' => 'Phone'
};
$Self->{'TicketFreeKey1'} =  {
  'Product' => 'Product'
};

So, what could you do to prepopulate from a database? ... among other things, SELECT the values that you'd like to import then use, for example, excel to make a list like above (key/value pairs for the Text#). copy/paste into the file (note commas after all but last entry, or else you'll have an error.)

EDIT:

Code: Select all

=CONCATENATE("'",A1,"' => '",A1,"',")

[holmesmail]

Thanks crythias, youre great.

[shaned123]

Is there an similar FreeText function for any of the itsm modules? i.e. can I add a freetext field to a change request or work order?
Thanks!

[jojo]

yes, there are free fields for Changes and Workorders

[shaned123]

Thanks jojo - In what table are the free fields located? I have looked through all of the columns of the otrs.change_* tables and cannot find any fields referring to free text.

Thanks,

[jojo]

you have to switch them on via sysconfig.

[shaned123]

Right - that does work on the standard 'ticket' but I am looking to extend that functionality on a Change or Work order. Within the 'ticket' table there are columns for Freetext 1-16 and you can edit which fields appear and their functionality. I don't see the free text equivalent fields in the Change or Workorder tables.

For example: open the Frontend::Agent::Ticket::ViewEmail form and editing the NewTicket::Frontend::AgentTicketEmail###TicketFreeText: fields allows you to specify which key (free text field) and the content of each.

Can I perform the same action in the Change and Work order tables?

[jojo]

whats your version of OTRS::ITSM?

[shaned123]

We are running ITSM 2.0.2

[jojo]

Free Fields for Changes/Workorders are available since 2.1

[vinnie2k]

If I add a FreeTextField, I see that the customer ticket creation screen can display this new field.
How about the customer ticket zoom?

I'd like my customers to rate the support service (grades 1 to 4) when the request has been dealt with; for that, I need my new field to appear in the ticket zoom view

Any help appreciated.

[DragosT]

In a previous version i worked with the guys in our IT/dev department managed to add some fields in the ticket zoom view of each ticket that would allow you to set Customer OS, version of the product they were using etc etc.

I was hoping that in the new version there would be a way to add tags or something. I know there is the posibility to add text in the Free Fields however it would be better if those items could be shown in the right hand side of the ticket zoom, with a drop down menu.
I think they may have added a module in frontend.module###

I apollogize if this is not the correct section, seemed linked to the issue imho.