I'm using ost v1.9.12.As shown in the attached screendump, is there a way to allow "telephone" to be inputted when an agent opens a new ticket?What actually is the rationale for removing the telephone field? Any ideas please?There is this Telephone field if it's New Ticket by public.
So ... Tickets do not have phone numbers associated with them... Users do.If you want a phone number field assigned to the ticket (and not the user) then you would go to: Admin panel -> Manage -> Forms -> Ticket Details and add a phone field.
as a side note the screen before the one that you posted... is where you can Look up an existing or create a new user... and add their phone number.
i'm a bit confused here @[deleted]here in below public screen, the phone number is associated with the "Contact Info", alongside with email address and full name.why is it a different treatment in agent view?
So it seems to me that i should not be adding a telephone number field on "Ticket Details" form, should i still?
The phone number field that is shown in the ticket view is not part of the ticket detail form. It is part of the contact information form. The phone number is only stored in the attached user. That is a little bit confusing. If you want a phone number that is stored in the ticket you should add an additional field in the ticket detail form like ntozier suggested..
@[deleted] i don't want to create a new field "telephone number" on the ticket-level.we want the "telephone number" field on user-level to show up in "New Ticket" form in the agent's view, so we must do MOD by ourselves?
Then yes, I think this is not possible without the modification of the source code.
