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:
Send itsm mailing list submissions to
       itsm@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
       http://lists.otrs.org/mailman/listinfo/itsm
or, via email, send a message with subject or body 'help' to
       itsm-request@otrs.org

You can reach the person managing the list at
       itsm-owner@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of itsm digest..."


Today's Topics:

  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

------------------------------

---------------------------------------------------------------------
OTRS mailing list: itsm - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/itsm
To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

End of itsm Digest, Vol 47, Issue 17
************************************

--
------------------------------------------------------------------------------------------------

      Ao encaminhar esta mensagem, por favor:

1. Apague o meu e-mail e o meu nome.
2. Apague também os endereços dos amigos antes de reenviar.
3. Encaminhe como cópia oculta (Cco ou Bcc) aos SEUS destinatários.
Agindo sempre assim dificultaremos a disseminação de vírus, spams e banners.

Obrigado!

" DO Or DIE.There is NO TRYING! "
---------------------------------------------------------------------
OTRS mailing list: itsm - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/itsm
To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

-- 
Nils Leideck
http://webint.cryptonode.de / a Fractal project