[Solved] Change Ticket Properties After Creation

[adupre01]

I am wondering if there is a way to change attributes or properties of a ticket after the ticket has been created. The main thing I am wanting to change is the Type that is assigned to a ticket. Usually our agents (the ones creating the tickets) are pretty good at choosing the correct Type to make the ticket. However, sometimes the problem turns out to be something different and it would be good for our reporting if a technician could later change the ticket type to better reflect what was the actual issue.

Does that make sense? I'm hoping there is just a setting somewhere in SysConfig that will allow me to do that but I did not see any obvious hints in the manual (unless I missed it)

Thanks all

[crythias]

among other places, you might change this in "Free Fields".

[adupre01]

Is this what you mean by Free Fields?

http://faq.otrs.org/otrs/public.pl?Acti ... ItemID=302

Will these be changeable after ticket creation?

[crythias]

freefields.png

Maybe this?

[marty210578]

Totally different question... how can i make that "free fields" option available in the navbar??

[jojo]

On ITSM you can use (and alter via sysconfig) the addtl. ITSM Fields form

[adupre01]

Found it!

Sysconfig>Ticket>Frontend::Agent::Ticket::ViewAddtlITSMField

Thanks - that is exactly what I wanted.