Re: [itsm] SLA and Service Mandatory

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

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Today's Topics:

1. Re: SLA and Service Mandatory (Yuri Calueto) (Michiel Beijen) 2. Re: SLA and Service Mandatory (Yuri Calueto) (Nils Leideck)

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Message: 1 Date: Mon, 18 Apr 2011 12:17:52 +0200 From: Michiel Beijen 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

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Message: 2 Date: Mon, 18 Apr 2011 12:30:36 +0200 From: Nils Leideck Subject: Re: [itsm] SLA and Service Mandatory (Yuri Calueto) To: "OTRS::ITSM User questions and discussions" Message-ID: 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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