Tag TicketFreeText to existing SLA

[qt_zetroc]

Hi All,

I have enabled TicketFreeText Key1 and Key2 for customers who are not registered to my OTRS system. Now I want to tag this Service and SLA to my existing Services and SLAs.
This is to trigger the existing SLA when an agent creates a ticket in phone and email ticket.

I have attached the screenshot whereas :
1. TicketFreeKey1
Key = ServiceID
2. TicketFreeKey2
Key = SLAID

Note : Important thing is to trigger the SLAs.

Thank you in advance!

[qt_zetroc]

Hi All,

Anyone can help to sort this out? Many Thanks in advance!

[jojo]

There is a seperate function for Services/SLA why you are using the Free Fields?

[qt_zetroc]

This is when customers who send email using their personal email address account (ex. @yahoo.com @ gmail.com @hotmail.com). This is for some reason that some customers used their personal email addresses, especially the Bosses.

Since OTRS will not recognized those email addresses as customers and will not be tied up for any Services nor SLA.

In this regard, I want to use Free Fields when an agent create a phone/email ticket for unregistered email address.

[crythias]

You might consider extending the howto on non-registered users to do that:
http://forums.otrs.org/viewtopic.php?f=60&t=6586