[otrs] Can't set service or SLA for a new ticket

Xiaoxing Meng xiaoxing.meng at ericsson.com
Mon Jul 25 09:28:11 GMT 2011


I fellowed excatlly what you told me, but I didn't make it work. Any other advice?
I changed the name of "Customer.pm.exemple" to "Customer.pm" to solve the metioned bug.

Best regards,
Xiaoxing

________________________________
From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Edlhuber Florian
Sent: lundi 25 juillet 2011 10:51
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Can't set service or SLA for a new ticket

Hi,

I can tell you, how I did it ;)

First set up the services in admin panel - Services.
Second assign the services to the customers (or set default) in admin panel Services <-> Customers
At this point, I see the selected (default) services in the "new ticket" window
Third I made the SLAs and assigned them to the services.
At this point, if I select a Service in the "new Ticket" I automatically get the correct assigned SLA(s)

Do you have any information in the syslog?

Regards
Flo


Von: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] Im Auftrag von Xiaoxing Meng
Gesendet: Montag, 25. Juli 2011 10:44
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Can't set service or SLA for a new ticket

I have already done that too. It didn't solve the problem. What about the SLAs?

Best regards,
Xiaoxing

________________________________
From: otrs-bounces at otrs.org<mailto:otrs-bounces at otrs.org> [mailto:otrs-bounces at otrs.org]<mailto:[mailto:otrs-bounces at otrs.org]> On Behalf Of Edlhuber Florian
Sent: lundi 25 juillet 2011 10:39
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Can't set service or SLA for a new ticket
Hi Xiaoxing,

after setting the services, you have to add them to the customers. In the admin panel servies -<-> customer
you can add the service to the customer or set as "default service" for all

hth

regards
Flo

Von: otrs-bounces at otrs.org<mailto:otrs-bounces at otrs.org> [mailto:otrs-bounces at otrs.org]<mailto:[mailto:otrs-bounces at otrs.org]> Im Auftrag von Xiaoxing Meng
Gesendet: Montag, 25. Juli 2011 10:26
An: otrs at otrs.org<mailto:otrs at otrs.org>
Betreff: [otrs] Can't set service or SLA for a new ticket


Hi,
I am not able to set Service or SLA when I create a new ticket, although I have already make the setting in "Ticket Settings"->"SLAs" and "Services". When I try to create a new ticket, the "Service" or "SLA" can't be lanced automatically.
The OTRS version is 3.0.8.

Thanks for any reply!

Xiaoxing





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