Hi Wanted to first of all say that OTRS is awesome software, I've been able to cut my email handle time by 35% after deploying this package.
Because customers are really enjoying the fast response time we are starting to get more and more volume. I need to start reporting on email types, sources, etc. I've designed a few free fields which will give me the reporting I need. However the problem is that we can't set the free fields from the email reply screen. To do it the agents have to zoom in on the ticket, set the fields, then reply to it. I'm losing my handle time savings :( I get the fields to display on the PhoneView screen, and when Composing a brand new message, just not from AgentCompose. I've tried splicing in some of the code from AgentEmail (.dtl and .pm) into AgentCompose, but to no avail, I end up with 500 Internal Server errors. I tried adding the fields to the dtl file, but the corresponding free fields code isn't in the pm file? I've been scouring all the articles for a while and haven't been able to find an answer. Any help that anyone is able to give, or any code I can add would be very appreciated. Thanks! Matt ------------------------------------------------------------------------------ "This communication, including any attachments, is confidential. If you are not the intended recipient, you should not read it - please contact me immediately, destroy it, and do not copy or use any part of this communication or disclose anything about it. Thank you. Please note that this communication does not designate an information system for the purposes of the Electronic Transactions Act 2002." ------------------------------------------------------------------------------ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
