Hi Nills,
Both become mandatory if you enable this way, because you will not be able to create the ticket without fill these 2 items.
Yuri
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Today's Topics:
1. Re: SLA and Service Mandatory (Nils Leideck)
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Message: 1
Date: Mon, 18 Apr 2011 15:36:34 +0200
From: Nils Leideck <nils.leideck@leidex.net>
Subject: Re: [itsm] SLA and Service Mandatory
To: "OTRS::ITSM User questions and discussions" <itsm@otrs.org>
Message-ID: <611BD026-3E68-47E8-AA2A-E1C107FB7FD1@leidex.net>
Content-Type: text/plain; charset="iso-8859-1"
Hi Yuri,
the Service is not mandatory, only the Type is mandatory if you enable the options the way you told.
Or did I miss something .... :-?
Cheers, Nils
On 18.04.2011, at 15:19, Jorge Furtado wrote:
> Yes it makes sense if your company following ITIL processes.
>
> But if you do activate the way I told, you can not create a ticket without filling these items, doesn't it make mandatory ?
>
> Yuri
>
> On Mon, Apr 18, 2011 at 1:00 PM, <itsm-request@otrs.org> wrote:
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> Today's Topics:
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> 1. Re: SLA and Service Mandatory (Yuri Calueto) (Michiel Beijen)
> 2. Re: SLA and Service Mandatory (Yuri Calueto) (Nils Leideck)
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Mon, 18 Apr 2011 12:17:52 +0200
> From: Michiel Beijen <michiel.beijen@otrs.com>
> Subject: Re: [itsm] SLA and Service Mandatory (Yuri Calueto)
> To: itsm@otrs.org
> Message-ID: <1303121878.2244.2.camel@rainbows.local>
> Content-Type: text/plain; charset="UTF-8"
>
> Jorge,
>
> On Mon, 2011-04-18 at 10:55 +0100, Jorge Furtado wrote:
> > You can easily achieve that by going to Sysconfig => Ticket =>
> > Core::Ticket => and set to "Yes" the options Ticket::Type and
> > Ticket::Service
>
> That does not work; it makes the fields show in the UI but does not make
> it mandatory. For instance, for TicketFreeText fields you CAN set these
> to mandatory or non-mandatory in the SysConfig though. Currently there's
> no way to make the Service and SLA fields mandatory other than by
> modifying the DTL and pm files.
> --
> Mike
>
> ------------------------------
>
> Message: 2
> Date: Mon, 18 Apr 2011 12:30:36 +0200
> From: Nils Leideck <nils.leideck@leidex.net>
> Subject: Re: [itsm] SLA and Service Mandatory (Yuri Calueto)
> To: "OTRS::ITSM User questions and discussions" <itsm@otrs.org>
> Message-ID: <B6FE6901-0ABF-466A-AAD3-B7365D1FE021@leidex.net>
> Content-Type: text/plain; charset=us-ascii
>
> On 18.04.2011, at 12:17, Michiel Beijen wrote:
>
> > On Mon, 2011-04-18 at 10:55 +0100, Jorge Furtado wrote:
> >> You can easily achieve that by going to Sysconfig => Ticket =>
> >> Core::Ticket => and set to "Yes" the options Ticket::Type and
> >> Ticket::Service
> >
> > That does not work; it makes the fields show in the UI but does not make
> > it mandatory. For instance, for TicketFreeText fields you CAN set these
> > to mandatory or non-mandatory in the SysConfig though. Currently there's
> > no way to make the Service and SLA fields mandatory other than by
> > modifying the DTL and pm files.
>
> Does it make sense at all to require Service and SLA for every type of ticket?
>
> Cheers, Nils
>
> --
> Nils Leideck
> http://webint.cryptonode.de / a Fractal project
>
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