Add custom field for use in filtering generic agent

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IXLabs
OTRS newbie
Posts: 43
Joined: 26 Mar 2013, 16:32
OTRS Version?: 3.2.2
Real Name: Nicolas Unterberger
Company: IXLabs

Add custom field for use in filtering generic agent

Post by IXLabs »

Hi folks.

There is any possibility to create custom fields on the generic agent?
Because we had custom fields as freetextfieldNN, we want to use this fields as filters in the generic agent.
Is there such possibility?

Thanks!

OTRS 2.4.10

jojo
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Re: Add custom field for use in filtering generic agent

Post by jojo »

you can only use the 16 Free FAields available in OTRS 2.4

Solution: Switch to the latest OTRS version and use the Dynamic Fields. Please also note that 2.4. is not supported any more for years and ist not receiving any security fixes.
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

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IXLabs
OTRS newbie
Posts: 43
Joined: 26 Mar 2013, 16:32
OTRS Version?: 3.2.2
Real Name: Nicolas Unterberger
Company: IXLabs

Re: Add custom field for use in filtering generic agent

Post by IXLabs »

Hi Jojo.

i am really aware of that, 2.4.10 is a bomb. I really aware of that.
But, maybe i didn't express myself, i want to use a one of the FreeTextFields that we are using on the ticket zoom as a "criteria" for the GenericAgent, so we can use, for example, the field "CMBD-ID" as a criteria to run the generic agent and do things.

At the moment we use postmaster filters to do that and put on specific queues and then run the generic agent on that queues. We want to spare us this "2-steps-process" .

Did you mean to use the TicketFreeFields where it is only MasterTicket and user_task ?

Thanks!

jojo
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Posts: 14741
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
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Re: Add custom field for use in filtering generic agent

Post by jojo »

all configured free text fields should be available in the generic agent
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

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