Add a custom field

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pacal
OTRS newbie
Posts: 35
Joined: 21 Feb 2012, 21:33
OTRS Version?: OTRS3
Real Name: Javier Gonzalez
Company: Bureau van Dijk

Add a custom field

Post by pacal »

Good evening everybody,

We are using OTRS 3.0.11 now since one month ago and I would like for my statistics add a custom shield (if possible) on the answer level to categorize my tickets.
In other words, I have one queue named "Support" and three sub-queues named "Data, Soft and Update".
All tickets are dispatch by myself to the correct sub-queue when they arrived and notifications are automatically sent to the respective users.
When the issue is done and the ticket can be closed, these respective users would like to add a tag to categorize the ticket. For example, under the sub-queue "soft" you can meet different kind of question, regarding a soft-bug, regarding soft-developement or regarding soft-installation. When the user is ready to close the ticket, is it possible to have another menu with these three choices (soft-bug, soft-developement, soft-installation) and add this information to the database (not to the client)? After it should be easy to make statistics about different kind of tickets by sub-queues.
I hope I was clear as english is not my mother language, it's not so easy for me to give you a good explanation...
Thanks,
Javier

yuri0001
OTRS superhero
Posts: 631
Joined: 17 Mar 2011, 14:40
OTRS Version?: 5.0.6
Real Name: Yuri Kolesnikov
Location: Russia

Re: Add a custom field

Post by yuri0001 »

Hi!
What do you mean when says - user? This is agent who resolve the incident? Who really in your case close the ticket?
If it not customer, but agent user - you may add FreeText field to Close screen as drop down field. See in admin manual and this forum about FreeText fields. :?
Excuse my bad English, hope you understand me
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)

pacal
OTRS newbie
Posts: 35
Joined: 21 Feb 2012, 21:33
OTRS Version?: OTRS3
Real Name: Javier Gonzalez
Company: Bureau van Dijk

Re: Add a custom field

Post by pacal »

Hi Yuri!
Don't worry for me your english is perfect!
Yes, I'm talking about the agents who resolve the incident and they close the ticket too.
Add a freeText fields, excellent I'm going to take a look and go back to you for the result.
Any way thanks a lot!!

Javier

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