Hi Matthew

 

Yes, in OTRS 2.2.1 is this the only way. But we improved this mechanism in upcoming OTRS 2.2.2.

In OTRS 2.2.2 you can define default services (for all customers) in the admin area.  ;-)

 

 

  Best regards,

  Manuel Hecht

 

((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing

  Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18

    http://www.otrs.com/ :: Communication with success!

 

 

 

Von: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Matthew Joyce
Gesendet: Montag, 30. Juli 2007 01:39
An: OTRS::ITSM User questions and discussions
Betreff: RE: [itsm] Service query

 

So I need to assign *all* services with *all* customers ?

 

Is that right ?

 

Matthew Joyce
02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

 

 

From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Manuel Hecht
Sent: Friday, 27 July 2007 8:46 PM
To: 'OTRS::ITSM User questions and discussions'
Subject: AW: [itsm] Service query

Hi

 

Yes, this is ok!! You must link your customers to the services using the “Customer <-> Service”-Mask in the Admin interface.

 

 

  Mit freundlichen Grüßen

  Manuel Hecht

 

((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing

  Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18

    http://www.otrs.com/ :: Communication with success!

 

 

 

Von: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Matthew Joyce
Gesendet: Freitag, 27. Juli 2007 06:19
An: OTRS::ITSM User questions and discussions
Betreff: [itsm] Service query

 

 

Hi,

I created a service 'Email System'.
Then I created the following services as sub services  'anti spam', 'anti virus', 'calendars', 'mailboxes', 'blackberry gateway', webmail.

When I go to create a ticket, phone or email, the Server drop down is empty.
Is this normal ?

Also, I created an SLA, but can’t see how I link SLAs to Services.
Is there a way ?

Are services automatically dependant on sub services ?

Thanks

 

Matthew Joyce
02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research