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
Add a custom field
Moderator: crythias
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yuri0001
- Znuny superhero
- Posts: 631
- Joined: 17 Mar 2011, 14:40
- Znuny Version: 5.0.6
- Real Name: Yuri Kolesnikov
- Location: Russia
Re: Add a custom field
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
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)
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)
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pacal
- Znuny newbie
- Posts: 35
- Joined: 21 Feb 2012, 21:33
- Znuny Version: OTRS3
- Real Name: Javier Gonzalez
- Company: Bureau van Dijk
Re: Add a custom field
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
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