Customer changing TicketFreeText

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qwer1987
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Posts: 15
Joined: 25 Dec 2010, 03:11
Znuny Version: 2.4.7
Location: Europe/Kiev

Customer changing TicketFreeText

Post by qwer1987 »

Is it possible to give the customer possibility to change TicketFreeText on the CustomerTicketZoom screen (not on CustomerTicketMessage)?
OTRS 3.0.11 (RPM) + ITSM with PostgreSQL 8.1 on Centos 5.7 x86_64 on both production and testing machines.
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crythias
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Re: Customer changing TicketFreeText

Post by crythias »

I don't think that's going to be possible. Zoom should be read only, for historical/forensic reasons.
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qwer1987
Znuny newbie
Posts: 15
Joined: 25 Dec 2010, 03:11
Znuny Version: 2.4.7
Location: Europe/Kiev

Re: Customer changing TicketFreeText

Post by qwer1987 »

Thanks, crythias.

What may be the possible way to get response (ticket score sent by mail and by note in web interface) from customer and write this score to TicketFreeText automatically?

One of ways that is not such ellegant is to use generic agent and modify TicketFreeText and state by finding an expression in tickets like 'score5'.
OTRS 3.0.11 (RPM) + ITSM with PostgreSQL 8.1 on Centos 5.7 x86_64 on both production and testing machines.
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