One Field when state "close" is choosen

[gulas]

Hello Everyone,

Is it possible to have one Numeric field called "effort" when i choose the state close in agent and customer interface ?

example: im working on a project, and when am going to close the ticket, i choose the state close and the field effort appears and is mandatory.

thanks

[Lorenzo_Marschall]

There might be differnt approaches.

1. You may use the AccountTime fields. If you want, you can switch off the fields for dialogs apart from the close dialog. Look for AcountTime, AccountedTime in Admin | SysConfig.

2. Extend or duplicate the existing Ticket Review YES/NO mechanism. Look for Review in SysConfig. You may extend the 0, 1 values from No, Yes to your needs.

hth, Lorenzo

[gulas]

Thanks a lot.. im going to see it.

any other question:
i want to have 4 types of "responses":
1- Req. info; 2- comment ; 3- solution ; 4 - implementation.

- when Im going to reply the ticket, i only want to have the numeric field "effort" when i choose nº 3 and 4.

- Is it possible the relation between the response and the states ??
For example: when i choose nº 1, the next states only can be pending or in progress;
Nº 3, state only can be close, reject
Nº 4, state confirm close.

how can i do this 2 questions ??
thanks thanks

[gulas]

Can anyone help with this ?!

[Lorenzo_Marschall]

any other question:
i want to have 4 types of "responses":
1- Req. info; 2- comment ; 3- solution ; 4 - implementation.

- when Im going to reply the ticket, i only want to have the numeric field "effort" when i choose nº 3 and 4.

- Is it possible the relation between the response and the states ??
For example: when i choose nº 1, the next states only can be pending or in progress;
Nº 3, state only can be close, reject
Nº 4, state confirm close.

You can use the FreeFields to implement a ticket workflow.
A relation may be done using ACLs.
Checkout the documentation: http://doc.otrs.org/3.0/en/html/acl.html
You may use this mechanism to toggle the view of the AccountTime fields too.

hth, Lorenzo