Add a new field in the "Ticket Information" column

ipmanux · Post by **ipmanux** » 12 Oct 2011, 11:48

Dear all,

When we check a ticket there is a column on the Right called "Ticket Information", How to add a new field in this column? (a text field)

Regards,

Post by **crythias** » 12 Oct 2011, 14:05

You'd enable its showing in Sysconfig. (TicketFreeText)

ipmanux · Post by **ipmanux** » 12 Oct 2011, 16:51

I enabled TicketFreeText, there is no new field .

Post by **crythias** » 12 Oct 2011, 17:00

it won't show if it doesn't have data.
It won't show if ticketZoom doesn't show it.

ipmanux · Post by **ipmanux** » 13 Oct 2011, 11:35

Hi,

Thanks for your promptly answer, but I added data, nothing new.

What do you mean by ticketZoom, i found only viewzoom.

Also this new field must be seen only the Agent not customer.

Regards,

Post by **crythias** » 13 Oct 2011, 13:43

tell me what you did. If the Free Text is enabled, it'll show as soon as it has both a label and a value.

Disable TicketFreeText (0) in Edit Config Settings in Ticket -> Frontend::Customer::Ticket::ViewNew

ipmanux · Post by **ipmanux** » 13 Oct 2011, 13:53

Ok,

In Edit Config Settings in Ticket -> Core::TicketFreeText

i enabled TicketFreeText1 and add value in KEY and content

Also in Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewFreeText

In Ticket::Frontend::AgentTicketFreeText###TicketFreeText I changed "Content to 1" for "Key 1"

Regards,

Post by **crythias** » 13 Oct 2011, 14:02

And did you apply that to a ticket?

ipmanux · Post by **ipmanux** » 13 Oct 2011, 14:35

No, i wasn't aware about this step, how to do it ?

ipmanux · Post by **ipmanux** » 14 Oct 2011, 14:16

How to apply the change above to a ticket?

Post by **crythias** » 14 Oct 2011, 14:33

If the ticket free text field is enabled for new tickets (1 or required 2) the field will show and you may add information.
If you've already created the ticket, you should be able to click Free Fields on the Ticket and modify the appropriate entry.

ipmanux · Post by **ipmanux** » 14 Oct 2011, 16:38

Thanks Very much Crythias, that's working.

Is it possible to not use a list for Free Text field and use free text that we enter manually ?

Regards,

Post by **crythias** » 14 Oct 2011, 17:42

Yes. Don't provide information.

ipmanux · Post by **ipmanux** » 17 Oct 2011, 11:10

Thank you very much, it's working !!!

TheDude · Post by **TheDude** » 20 Feb 2012, 12:47

How can I make this work in version 3.1.1?

I created some dynamic fields.When a customer creates a ticket, he fills these fields. But they are not shown in the information area.In Version 3.0.11 it had worked but now it won't.

TheDude · Post by **TheDude** » 20 Feb 2012, 15:06

Found the point in the sysconfig

Peter_Kuykendall · Post by **Peter_Kuykendall** » 17 Mar 2012, 19:19

I just installed 3.1.2 and I'm having the same problem. I'm a newbie to ticketing in general and to OTRS. I created a bunch of dynamic fields, but none of them show up on a blank new ticket. What am I doing wrong? Here are links to screen shots of the new ticket screen and the defined dynamic fields

The use case follows. I volunteer for a charity that takes in donated PCs, refurbishes them, and gives them away. I'd like to create a ticket for each donated PC. On the ticket will be a bunch of check boxes for things like "HD wiped", "OS installed", "Updates applied", etc., as well as some text fields such as "Unit ID", "Donor name", etc. I have created those as dynamic fields. I have experimented with having them as "Article" or "Ticket" fields, as part of my debugging, but nothing works to get them to show up on a new ticket.

Part of my confusion may be due to not having the word "Article" defined in the manual anywhere (i.e. does it refer to a document full of words or a physical object? And how does it relate to a ticket?) How do I create a new article? Any insight into that is also appreciated.

Thanks!

Post by **crythias** » 18 Mar 2012, 14:40

Peter_Kuykendall wrote:Part of my confusion may be due to not having the word "Article" defined in the manual anywhere (i.e. does it refer to a document full of words or a physical object? And how does it relate to a ticket?) How do I create a new article? Any insight into that is also appreciated.

An article is any entry related to the ticket. If you're in a specific ticket and you click history, what you'll see a list of is articles relating to the ticket.

Peter_Kuykendall wrote: I created a bunch of dynamic fields, but none of them show up on a blank new ticket. What am I doing wrong? Here are links to screen shots of the new ticket screen and the defined dynamic fields

You will need to enable the fields to display on the screens you wish them to display within sysconfig.

Peter_Kuykendall · Post by **Peter_Kuykendall** » 21 Mar 2012, 10:35

Thanks very much for the reply crythiss. I probably won't be able to get back to it for a few days but I'll report back when I do.

Is there a document explaining sysconfig and dynamic fields? I don't want to keep bothering you for more detail if I can help it.

Thanks again - Pete

Znuny Open Source Ticketsystem

Add a new field in the "Ticket Information" column

Add a new field in the "Ticket Information" column

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