Hello, Leonardo. I assume that you try to create a new ticket in the customer interface (/otrs/customer.pl) and would like to indicate the service the ticket is about. Before you can choose the service, you need to fill in the Ticket type and Queue (called To: in the customer new ticket screen). When these 2 fields are filled, the system looks up the available services using the links you defined in Customer<->Services in Sysconfig. If you have services that apply to all your customers, you can indicate them as Default services in Customer<->Services. If your Queue list is empty, then you most probably have an authorization issue for queues. You need to assign customer users to the groups that give rw access to the queues you want your customers to post tickets to. Once the Service is selected, the system looks up the available SLA linked to the customer and service and prepares the list for you to choose from. I hope this helps. Best regards, Anton Gubarkov. 26.03.2010 6:03, Leonardo Matarazzo - INFRA-TI writes:
Hi Gurus,
We are configuring OTRS in our company. We needs help. How we can set up de type of ticket. Ex:
New Ticket -> Printer Problem ...
How can we configure Printer Problem in the frontend that open the tickets...How our users can select the "Printer Problem" in the ticket ?
We are reading about Service / SLA .....and we know that have a TYPE do Ticket....but this is appropriate to incident, problem, change....
We can tried to set up Services <-> Customers....but no success.
I thing we have any permission problem....
Regards.,
logo_tempo_assist
*Leonardo Matarazzo*
Infraestrutura TI* *Al.Tocantins, 525 - Térreo - Alphaville 06455-020 - Barueri - SP Fone: 55 11 3336-8589 / 55 11 7524.7996 www.tempoassist.com.br
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