Paul,
I have no experience with 1.3, but perhaps it's a config option (like in 2.x) to enable (1) the freefields you want in the FreeText screen. Furthermore, I have a test&accept and a 'play-around' OTRS environment running in a VMWare server environment (Fedora), I can highly recommend this to you. You can copy your production and try out the upgrade steps. (Up to a point you may even have a replacement running.) Running Ubuntu or Fedora recommended. Like the UPGRADING file will tell you, you will have to go through the different versions to upgrade. And still there maybe some catches in the process. Grtx Frans A feature we use is FreeText fields which we pre-fill using an sql statement in a Perl script that is run when an new ticket with a keyword in its subject field is automatically moved to a certain queue. With OTRS 1.3.1 we can have up 8 FreeText fields and when you zoom in on a ticket all these are displayed on the right of the window. However, when you click on the 'Free Text' option only 4 FreeText fields are presented for editing! I am sure this has been fixed in a later version of OTRS but is it something easily fixed in the present version by editing a file/files? This brings me to thinking about upgrading as our system is old but we only have our working system and we have no backup system that I can test a upgrade on. Also, I have inherited the OTRS system so I do not know much about it.
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