Thanks for the reply... For service & SLA to effectively use in OTRS, I would like to know more about these features. I had gone through the documents from the site http://doc.otrs.com, but unable to get details on Service & SLA. I have created Service & assigned to one of customer. Also created one test SLA & linked with the service. But I dont have an idea how to use the service feature with customer as I can't see anything like service feature in customer interface. I have also created tickets & closed some of & added notes as well. I would like you to provide more on how to use the feature Service & SLA. Thanks Abhay -----Original Message----- From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Shawn Beasley Sent: Tuesday, March 04, 2008 9:29 PM To: "OTRS:"@mail.otrs.com :ITSM User questions and discussions Subject: Re: [itsm] Some questions related to OTRS use Hi Abhay,
Hi,
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@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.
1.
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. Thanks -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann DISCLAIMER ========== This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails.