Hello, there are many options you can use to address what you are looking for.
1. You can use a Dynamic Field the kind you want (Checkbox, Dropbox, etc) to flag the ticket you want and then make an stat to get the info you want. What you need to define is where you want that to be done (the flaggin) when creating the ticket, when adding a note, when answering an email, etc. 2. You can use other OTRS fields to address that, for example priority, you can set the priority to the highest level on those tickets and then similarly make an stat for it. Regards 2016-01-11 14:00 GMT-06:00 Alexandre Lima <alexandre.l...@pop-ce.rnp.br>: > Hello! > > I need to configure my OTRS but I'm having some problems... I thought that > Dynamic Fields could solve them, but unfortunately it's not the case (until > now). > What I need to do is to use some ticket's information to make statistics, > so I would have to mark the tickets that are important to me (like a > checkbox) so I can filter them after. > More precisely, I need to make a monthly report about those marked > tickets. I would also need to add information to those marked tickets, I > could use notes, but I was thinking about a agent side field, like a > Dynamic Field that only agents can modify. > After each month, I would like to filter the marked tickets and then use > the information added by the agents to them to make statistics (how I would > add this information is still a mystery to me). > Do you have any idea about how could I do that? > I hope I was clear about my problem :) > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alv...@gridshield.net
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