Any follow up on this? I am trying to make it so when a customer requests a new ticket, there is an additional line to ask for say a MAC address. I tried what Ali said, and ran into the same issues.
What are we doing wrong or missing? -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ali M. Sent: Wednesday, February 20, 2008 2:10 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can a new ticket already have info in it? I wanted to ask about the same thing too! How can I create and use those freetext field The documentation is very brief about this, it just describe the api, which remains confusing! I opened SysConfig, selected the ticket group, selected the subgrop Core::Ticketfreetext. In there I can see 16x4 entries for the freetext field Whats are the key entries (ex: TicketFreeKey1) for? and what are the text entries (ex: TicketFreeText1) for? Any, I checked all entries for the for the first freetext field Went to the phone-ticket screen, but no new fields were entered? I went to the cutomer interface, nothing there too!!! Is there another thing I should do outside or inside sysconfig to make the new fields appear? Or did I get completely wrong? On Feb 19, 2008 7:50 PM, Nielson, Adam <[EMAIL PROTECTED]> wrote: > How and where would I go about editing the customer user interface to have > the free text fields? I appreciate the help! > > > > > >>Alternatively, you can use free text fields in the customer user interface. > >>You can make them mandatory by setting >>them with a 2 in the web > >>configuration tool, then they will have to be filled out. As far as a > >>description of how >>to get the information, you would have to modify the > >>dtl files, but it is thinkable. > > > > > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf > Of Shawn Beasley > > Sent: Friday, February 15, 2008 1:50 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Can a new ticket already have info in it? > > > > > Nils Breunese (Lemonbit) schrieb: > > Nielson, Adam wrote: > > > >> Sorry, I should have better explained myself. > >> > >> We have the need to assign static IP reservations (for test; don't > >> ask) :) > >> > >> Anyway, when the customer submits a new ticket to us, all they have > >> is the to field (IP reservation) a subject, and the message body. > >> > >> Some users may not understand we need their mac address, the name > >> of the project, etc. > >> > >> So, I need to either have that info automatically inserted into the > >> body of a new IP reservation ticket FOR the customer OR an easy way > >> of modifying the HTML to add more description. > >> > >> Basically, when they submit a new ticket its just a blank page with > >> no description of the details we need.... I need a way of telling > >> them what info I need in their ticket. > > > > You could setup a mail form that posts the results to the address of > > the OTRS queue maybe? > > > Alternatively, you can use free text fields in the customer user interface. > You can make them mandatory by setting them with a 2 in the web configuration > tool, then they will have to be filled out. As far as a description of how to > get the information, you would have to modify the dtl files, but it is > thinkable. > > -- > Shawn Beasley > ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg > Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! > > > Geschäftssitz: Bad Homburg > Amtsgericht Bad Homburg, HRB 10751 > Steuernummer: 003/240/97521 > > Aufsichtsratsvorsitzender: Burchard Steinbild > Vorstandsvorsitzender: André Mindermann > > > > > > _______________________________________________ > 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 or consulting for your OTRS system? > > http://www.otrs.com/ > _______________________________________________ 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 or consulting for your OTRS system? =ttp://www.otrs.com/ _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
