I think that you could enable it and then erase the dtl blocks (*) in CustomerTicketMessage.dtl to let customer doesn't see those field. Then you should be able to assign service/sla elsewhere as agent (ie: Ticket::Frontend::AgentTicketNote###Service: If you want to set the service (Ticket::Service needs to be activated). in Ticket -> Frontend::Agent::Ticket::ViewNote) (*) <!-- dtl:block:TicketService --> <tr> <td class="contentkey">$Text{"Service"}:</td> <td class="contentvalue"> $Data{"ServiceStrg"}</td> </tr> <!-- dtl:block:TicketService --> <!-- dtl:block:TicketSLA --> <tr> <td class="contentkey">$Text{"SLA"}:</td> <td class="contentvalue"> $Data{"SLAStrg"}</td> </tr> <!-- dtl:block:TicketSLA --> HTH MV On Thu, Mar 11, 2010 at 6:06 PM, Maria Alejandra Piedra <alepr14@hotmail.com
wrote:
Hello all!
I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this.
Thanks and regards! Maria Alejandra Piedra
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