Hi all.
Obviously it is not possible to organize a direct interdependency between two
Freefields.
To cope with that one can choose to design a template (html/php/whatever) with
the functionality requested and use it instead of the standard ticket template
and/or the standard freefields template. Our company had one designed by
otrs.com which serves exactly that purpose. I guess with some more resources in
web technologies, it should be possible to do it by yourself.
Greez,
Daniel Obée
Project Manager
CS/Service Development
Jamba! GmbH
E-Mail: [EMAIL PROTECTED] blocked::mailto:[EMAIL PROTECTED]
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Joshua Scott
Sent: Freitag, 9. November 2007 15:18
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Subfields in OTRS
At our company we use the queues to do this. You can create sub-queues as
well, and if you have agents that don't have skill/expertise in a particular
area, then they can deselect that queue as one of their 'My Queues' so that
they can focus on just the tickets that they can be of help on.
You can create multiple levels of subqueues, as you describe.
Josh Scott
Systems Support Manager
SourceDirect.com
On Nov 9, 2007 3:37 AM, Simon Adams [EMAIL PROTECTED] mailto:[EMAIL
PROTECTED] wrote:
Hi chaps,
I'm using OTRS version 2.2.3 and configuring it to meet our needs. My main
issue at the moment is regarding, what I would call, subfields. What I've done
is to use TicketFreeText1 as 'TicketType' and then TicketFreeText2 as
'SubTicketType'. For example, for an IT helpdesk for a company, you might have
TicketTypes 'Network Connectivity' and 'Printer Support'.
Now, you would obviously want the SubTicketTypes to be dependant on what is
selected for TicketType. Is there any way to get OTRS to filter what is show in
the TicketFreeText2 input box dependant on whats in TicketFreeText1? Ideally I
would also then like to add 'FaultType' that is dependant on 'SubTicketType'
and 'SubFaultType', which is dependant on 'FaultType'. So:
TicketType -- SubTicketType -- FaultType -- SubFaultType
Many thanks in advance,
Simon Adams
Parallel - Third time winner of Network Professional of the Year
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