Hi Jan, Jan Henkins schrieb: > Hello all, > > I've got a wonderful OTRS 2.0.4 setup that does everything we need it to > do, except for the nice statistics you can do in 2.1 and newer. That is > why we would like to upgrade to 2.1.6. Even before I attempt to move all > my data across, my approach is to get the user interface properly set > up. This means in our case all my custom free fields, and where these > fields gets exposed for the agent. > > Firstly, I have six free fields with predefined options. This is > absolutely critical, since we do trend analysis by searching using these > free field values. I expose these free fields to the agent in the > following areas: > > (1) Normal "Free Fields" menu item when you do a zoom view on a ticket > (allows you to re-classify a ticket when needed) > (2) All these free fields are available during ticket creation in > "Email-Ticket" > (3) All these free fields are available during ticket creation in > "Phone-Ticket". > > In practise this works extremely well. > > I'm trying to replicate this setup on a test 2.1.6 installation. I > manage to activate only the first 4 free fields, and cannot seem to get > more. Could somebody please explain to me from scratch what the proper > way would be to activate and set up free fields?
If I can remember, in v2.0x you had to manually activate/uncomment free-fields within the DLTs. From v2.1 on, you can/have to activate the free-field within the Sysconfig. > > Thanks in advance! > Regards, > Jan Henkins Bye, Alex _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/
