Hello All!
I am developing a custom osTicket system for my website maintenance customers. I was using Trellis Desk before but they are no longer offering free support so the switch is on.
I have my install about 90% complete with minor tweaks and changes but would like to make one major change to complete the development: Adding the SLA to the Open New Ticket form. I have 4 service levels that each client needs to select from when they create the ticket. Those service levels are attached. Given the length, I think a dropdown would be in order.
Now, I've seen the instructions on adding a NEW field to the form here: (http://www.tmib.net/agencies-dropdow...-osticket-17st) but this is for adding a table to the database that does not exist. I would like to add a field that already exists but on the admin side and would rather not assume the procedures are the same as the above referenced instructions.
More specifically, I would like to remove the phone number fields and replace it with the dropdown for the client to tell me how soon (or not) they would like their request handled. I'm surprised that this is not already an option but so far this is the only thing I can see as a must have compared to what I am used to with TD.
Here is a list of the SLA's and a sneak peak of the custom layout: