So I need to assign *all* services with *all* customers ? Is that right ? Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research ________________________________ From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Manuel Hecht Sent: Friday, 27 July 2007 8:46 PM To: 'OTRS::ITSM User questions and discussions' Subject: AW: [itsm] Service query Hi Yes, this is ok!! You must link your customers to the services using the "Customer <-> Service"-Mask in the Admin interface. Mit freundlichen Grüßen Manuel Hecht ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! Von: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Matthew Joyce Gesendet: Freitag, 27. Juli 2007 06:19 An: OTRS::ITSM User questions and discussions Betreff: [itsm] Service query Hi, I created a service 'Email System'. Then I created the following services as sub services 'anti spam', 'anti virus', 'calendars', 'mailboxes', 'blackberry gateway', webmail. When I go to create a ticket, phone or email, the Server drop down is empty. Is this normal ? Also, I created an SLA, but can't see how I link SLAs to Services. Is there a way ? Are services automatically dependant on sub services ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research
Hi Matthew Yes, in OTRS 2.2.1 is this the only way. But we improved this mechanism in upcoming OTRS 2.2.2. In OTRS 2.2.2 you can define default services (for all customers) in the admin area. ;-) Best regards, Manuel Hecht ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! Von: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Matthew Joyce Gesendet: Montag, 30. Juli 2007 01:39 An: OTRS::ITSM User questions and discussions Betreff: RE: [itsm] Service query So I need to assign *all* services with *all* customers ? Is that right ? Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research _____ From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Manuel Hecht Sent: Friday, 27 July 2007 8:46 PM To: 'OTRS::ITSM User questions and discussions' Subject: AW: [itsm] Service query Hi Yes, this is ok!! You must link your customers to the services using the Customer <-> Service-Mask in the Admin interface. Mit freundlichen Grüßen Manuel Hecht ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! Von: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Matthew Joyce Gesendet: Freitag, 27. Juli 2007 06:19 An: OTRS::ITSM User questions and discussions Betreff: [itsm] Service query Hi, I created a service 'Email System'. Then I created the following services as sub services 'anti spam', 'anti virus', 'calendars', 'mailboxes', 'blackberry gateway', webmail. When I go to create a ticket, phone or email, the Server drop down is empty. Is this normal ? Also, I created an SLA, but cant see how I link SLAs to Services. Is there a way ? Are services automatically dependant on sub services ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research
participants (2)
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Manuel Hecht -
Matthew Joyce