Add a Field to Tickets

[yourhandisonmyleg]

I am new to OTRS, and running 3.0.5 on linux at the moment.

I am trying to add a text field to a ticket, but isn't working. For example, having a product field in the ticket would just be stellar.
I have looked the Admin guide (seen Config Options Ref), forum, web, youtube. While I have found a few brief references on the topic, I can't find any detailed info/step-by-step on how to do this.

I have dorked around with this for awhile... modified some things in Core::TicketFreeText and Frontend::Agent::Ticket::View based on what little I could find and guesses... but I see no changes when I pull up the new phone ticket.
Rather than highlight what I have done and set, perhaps it would be better if someone could briefly highlight how this would be done. I am not sure starting by demonstrating what I have done would be of much use, as I am a bit clueless on the steps and relationships between the different module/group things.

I am a little surprised I can't find a HOWTO or something in the Admin guide on this... something dummies oriented for someone like me... or perhaps I just overlooked it.
Many thanks

[crythias]

TicketFreeText or ArticleFreeText. Start your searches there.

[yourhandisonmyleg]

Thanks for a bit more detail on where I should be focusing.

After posting, I learned that the field does show up... after I create the ticket. Anyways, scratching around in a hand full of forum posts and reviewing some basic parameter definitions (written by engineers no doubt) isn't the easiest path for beginners... as suggested a HOWTO or enhancing the doc a bit might be useful.

[MichaelR]

We all start somewhere mate,

Core::TicketFreeText to define the fields and set the variables

Ie. TicketFreeText1 = Product

Then you need to select it in each Frontend::Agent::Ticket::Module you want.

For instance, if you want to set the FreeTextField1 when adding a note, goto: Frontend::Agent::Ticket::ViewNote
Scroll down to: Ticket::Frontend::AgentTicketNote###TicketFreeText
Find where Key=1 (for TicketFreeText1) and set Value=1 or 2 (1 = visible, 2 = visible & enforced)

That should be enough to get you into it!

[yourhandisonmyleg]

Sure... understand that there is a learning curve, but there are some areas which could use a little more substance to get people going. My intention is not to rip the app, docs, or anything... it is meant more to maybe be constructive to the powers that be. Actually I think it is all quite good for free.

Thank you both for your assistance.