[SOLVED]add ticket type

[BrianYin]

Hi, i have a question about ticket type
as we all known, customers can select ticket type when they create a ticket. i defined three types for them: 1/operation consultation; 2/system problem reporting 3/others
after the agents solve the problems, they need to analyze what cause this problem happened. therefore they need to modify ticket type but i don't want customers see too many ticket types which means this kind of type only agent can see, what should i do?
is there anyone can give me some advice?
Thanks,appreciate it.

[yuri0001]

Hi!
You can create Dynamic Field (such as Category) and assign to it a list of values that clarify the Type value entered by customer. After solving customer's problem - agent can fill this field through Ticket menu item Free Fields. Prior to this you need to configure the Free Fields screen in Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewFreeText -->
Ticket::Frontend::AgentTicketFreeText###DynamicField - here you need to add your new Dinamic Field and make it mandatory.
You also can add the filling of this field in Close screen - this is your choice in your business-process.
The type of note will "note internal". In this case the customer not see this message and changes.

[crythias]

Plus acl will help filter.

[BrianYin]

Thanks a lot!!