Re: [itsm] Ticket - CI - Service relationship?

Thanks, Anton! Now the Service-Customer relationship is clear to me! As for the other functionality - will try to search for it... Thanks again! Sincerely yours, Dmitry Chernyshov ________________________________ From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Anton Gubar'kov Sent: Friday, June 19, 2009 2:44 PM To: OTRS::ITSM User questions and discussions Subject: Re: [itsm] Ticket - CI - Service relationship? Hello, Dmitry. Services are linked to Customers in admin. The list in ticket is limited to a list of services for the chosen customer + default services. Customer can't assign CI to tickets through web interface. Agents can link CIs to tickets. You can link CIs to Services. However I was never able to influence the service and CI incident state by linking CIs to tickets (any link type). Maybe somebody else can advise. Regards, Anton. 19 июня 2009 г. 12:37 пользователь Чернышев Дмитрий Владимирович написал: Hello, I'm trying to use OTRS::ITSM 1.2.3. When I create a ticket, Service and SLA combo boxes are empty. What should I do to make my services visible in tickets? Also is it possible to assign CIs to tickets? In other words, can I (and if yes - how) create the following workflow? 1. A printer is out of order. A client submits an "Incident::Disaster" ticket. She can choose which printer is out of order. 2. After the ticket is created, the printer CI turns into "Incident" state. 3. The "Printing" user service, which depends on that printer, also gets into "Incident" state. Sincerely yours, Dmitry Chernyshov --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/