Re: [otrs] Implementing FAQ fields into OTRS Ticket
Can anybody answer this question? Thank you 2009/6/15 Eureka63 Bis > I'm checking OTRS and I found very useful the FAQ view where content is > displayed by using three fields: symptom, problem and solution. > > I'd love to implement the above fields into each OTRS Ticket as additional > fields an agent can fill and edit freely. In this way, in a blink, any agent > can understand a ticket without to read tens of exchanged emails with the > submitting customer and the other technicians involved in the internal > notes. > > I tried FreeText fields but they seems not appropriated to contain medium > size texts. > > Which is the best way to do that? > > Best regards > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Implementing FAQ fields into OTRS Ticket
I'm checking OTRS and I found very useful the FAQ view where content is displayed by using three fields: symptom, problem and solution. I'd love to implement the above fields into each OTRS Ticket as additional fields an agent can fill and edit freely. In this way, in a blink, any agent can understand a ticket without to read tens of exchanged emails with the submitting customer and the other technicians involved in the internal notes. I tried FreeText fields but they seems not appropriated to contain medium size texts. Which is the best way to do that? Best regards - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
