[itsm] Some questions related to OTRS use
shawn.beasley at otrs.com
Tue Mar 4 16:59:20 GMT 2008
> I stared using the OTRS recently.
> I have following questions which could be the basic ones but really
> interested to get the answers.
> 1. How to change the default owner when creating a new ticket
> through customer panel. Currently I can select the queue but the
> owner always shows the “root at localhost”
The default owner will always be the user with user_id 1. It is not
possible to change the default user that is assigned to the tickets
created per mail or web interface.
> 2. I am not understanding the concept of SERVICE & SLA from *Admin
> **à** System *I have assigned the new service to a customer &
> also created one SLA & linked with one of service but further
> more how to use with the customer tickets.
Can you explain your question a little better here.
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