There is an FAQ for ITSM 1.2.3. that states roughly the following: Symptom: In the agent phone ticket screen, a Service nor SLA must be chosen in order to create a ticket. Problem: The user should be forced to chose a Service when entering a ticket. This can be done using the DTL for Create Ticket. Solution: The following java script can be added to the DTL in order to make this a mandatory field. Find the following function in AgentTicketPhone.dtl function submit_compose() { if (document.compose.TypeID && document.compose.TypeID.value == "") { alert('Ticket Type is required!'); document.compose.TypeID.focus(); return false; } add the following code for mandatory service else if (document.compose.ServiceID && document.compose.ServiceID.value == "") { alert('Service required!'); document.compose.ServiceID.focus(); return false; } Something similar might be done for ITSM 3.0. and for SLAs. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk@dornc.com

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"Jose Luis Jarpa" <jose.jarpa@sixbell.com.br> 1/18/2011 12:24 PM >>>

It is possible make SLA and Service fields mandatory when creating a ticket?. My system is OTRS 3.0.4 and ITSM 3.0 Best Regards, Jose Luis Jarpa P. ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------