Hi Ron, On Tue, Apr 18, 2006 at 04:10:15PM +0200, Ron Rademaker wrote: >I want to add a field 'planned' to a ticket, so my customers can see >when we'll fix their problems and the other people here can see when >they are supposed to work on what tickets. Is the free field the only >way to go here?
If you don't want to modify the code yes :).
>Related to the 'planned' field, how can I make it so that people always
>see the tickets they should fix today (or should have fixed yesterday)
>first?
It is not possible to sort tickets by free text fields. But you can use
the escalation or pending feature to force the processing of older
tickets.
>Is it possible to quickly change the status of a ticket without sending
>email to the customer (without misusing the phone call option)?
You can expand the note function and include the possibility to change
the ticket state when a new note is created. Use the following config
params:
$Self->{'Ticket::Frontend::NoteSetState'} = 1;
>I'd like to remove some information from the ticket (at least in the
>interface), I'm thinking about getting rid of Time, Escalation and the
>Linked fields (for now, maybe I'd like to get them back somewhere in the
>future). What's the best way to go about this?
You have to customize the .dtl files for your needs. Please see chapter
8. "Templates" for more details in our developer docu:
http://doc.otrs.org/developer/2.0/en/html/
>Ron
Best regards,
Christian
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