And it would be a great idea if "freetext fields" could be filled when customer generates new ticket. This way one can collect all the needed information from the customer in a structured way.
On Wednesday 31 March 2004 21:34, Covert, Jake wrote: > http://doc.otrs.org/1.2/en/html/configfile-freetext.html > <http://doc.otrs.org/1.2/en/html/configfile-freetext.html> > > Jake > > :-) > > _____ > > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of > Paul Stigaard > Sent: Wednesday, March 31, 2004 1:29 PM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] 1.2.2 questions > > > > Hej igen, > > I noticed this tidbit in a much longer thread... > > Jake Covert asked: > >>* Can you add a phone number field for the techs? And then, is there > >>a way to use a variable to put this phone number in each Tech's > >>signature? > > Robert Kehl replied: > >I don't understand this. The idea of FreeText fields doesn't fit? > > While it seems that this wasn't what Jake was asking about, it may be > something I've been trying to figure out... > > So my apologies if this is just a newbie issue, but I hadn't seen anything > about FreeText fields - is the way to set this up documented anywhere in > particular? We'd love to add about eight or ten required fields in the > PhoneView screen, so that when our customer service agents can't take a > call, the person who does take it has a better structure to follow that > ensures they collect all the pertinent information. Then we won't have to > call our customer back for more information before resolving the issue. > (Yes, this is a training issue not a software issue, but required fields in > the screen where they enter the information would help tremendously.) > > many thanks, > > Paul -- Best regards, Teodor Georgiev Information Services Plc. Tel : +359 2 96562008 Mobile: +359 887 508989 _______________________________________________ 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 Support oder Consulting fьr Ihr OTRS System? => http://www.otrs.de/
