There is an FAQ for ITSM 1.2.3. that states roughly the following:

Symptom:  In the agent phone ticket screen, a Service nor SLA must be chosen in order to
create a ticket.

Problem:  The user should be forced to chose a Service when entering a ticket.

This can be done using the DTL for Create Ticket.
Solution:  The following java script can be added to the DTL in order to make this a
mandatory field.


Find the following function in AgentTicketPhone.dtl


function submit_compose() {
    if (document.compose.TypeID && document.compose.TypeID.value == "") {
        alert('Ticket Type is required!');
        document.compose.TypeID.focus();
        return false;
    }

add the following code for mandatory service

else if (document.compose.ServiceID && document.compose.ServiceID.value == "") {
        alert('Service required!');
        document.compose.ServiceID.focus();
        return false;
    }
 
Something similar might be done for ITSM 3.0.  and for SLAs.
 
 
Best regards,
 
Jim
ITIL Process Manager
NCDOR
919-715-4932
919-696-0056 - cellular
james.burk@dornc.com

>>> "Jose Luis Jarpa" <jose.jarpa@sixbell.com.br> 1/18/2011 12:24 PM >>>

It is possible make SLA and Service fields mandatory when creating a ticket?. My system is OTRS 3.0.4 and ITSM 3.0

 

Best Regards,

 

Jose Luis Jarpa P.

 

 

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