Ticket ITSM Field content is cleared!

[StefanoBoccanera]

Hi
I have a big problem about using ITSM FieldFreeText.

First of all : I want to use all TicketFreeText freely without regard of ITSM internal 'view'.

So I disable the ITSM view in agent dashboard, leaving the possibility to change FreeText with FreeText menu.

Now I see following problem:

- I inserted the RfC request, as customer, filling TicketFreeText (for sake of test the TicketFreeText13 is filled. This field is used by OTRS for ITSM Criticality value)
- I checked in the DB and the content value is exactly what I wrote down
- Then I switch to my 'Agent' Account, and after selected the ticket I tried to modify the TicketFreeText13 content. I take a strange error (a popup from browser requesting if downloas index.pl), so I cancel the popup.
- I cheked again into the DB and the TicketFreeText13 content was cleared !!! (I had the same problem reenabling ITSM function into Agent Dashboard and changing the TicketFreeText13 )
- By the way : modifying a different TicketFreeText field (say TicketFreeText8) I caught the error (requesting a download of index.pl) but surprise the change was applied
- Finally I checked if the TicketFreeText13 would be showed. So I selected an old Rfc Request where the field was filled, but into the TicketAgent Zoom view, the field didn't show . This problem is probably the worst problem.

I also comment the ITSM section into following files

AgentTicketZoom.pm
TicketOverviewMedium.pm
TicketOverviewPreview.pm

without any relevant changes!

So How I can breack the link btw TicketFreeText field and the ITSM field processing ....?

help me please ...

stefano

[jojo]

You can not re use the fields needed by ITSM as statet already in Sysconfig!

So 13 and 14 can not be used for your needs