Can someone provide instructions on adding custom fields for tickets for the agents? I've searched and found nothing but a "mod" from years ago that I don't understand...

I'd like to add custom fields in tickets so the agents can collect data.

What kind of custom field did you want to add?
Can you provide any example?

Go to: Admin panel -> Manage -> Forms -> Ticket Details
add the label for your field.
select a type.
select visibility.
populate your variable (if you want to use it in email templates)
click Save Changes
Then click the config button the right of the type field to change any settings you need/want to change.

I don't have a "ticket details" form. I tried using the "ticket summary" form but it doesn't show up when using tickets.

If you don't have Ticket Details, its because someone changed the name after the fact (to Ticket Summary).

You have not posted a screen shot of the open ticket as an agent. Nor do I know what type "Internal Status" is since it's not a default type.

The field I'm adding is a test field to learn how it works.

Select a Help Topic on the open ticket screen.
Does it show up then?

Yes! The fields displayed when a help topic was selected. Why is that?

You didn't have a help Topic selected so it doesn't know what forms to add.

Oh! So I can have different custom fields for each help topic?

Yes you can. It's one of the things that I really love about osTicket.

4 years later

Is there any way to populate a custom field based on the "contents" of an incoming email? i.e. if the email was from an automated source and could put something like variableName::variableValue

    Qualutions

    Not at this time, no. You can always modify the code to your liking though.

    Cheers.

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