Cannot choose Services & SLA's in TicketView
Hi, Running OTRS since the 1.x days we now upgraded from 2.0.4 to 2.2.5 and ITSM 1.0.5. Installation was pretty easy, we defined Locations, Services and Response SLA's and connected them. We have existing Queues eg. FirstLevel, SecondLevel - but it happens that in CustomerOverview, while creating a new Ticket, the DropdownFields for SLA and Service are there, but empty? In AgentView while trying to create eg. an email Ticket, the very same thing - do i miss anything out ? Is'nt it possible to connect Services&SLA's to existing Queues ? Can someone point me into the right direction ? cheers, FranzF.
Hi, On Fr, Feb 29, 2008 at 04:49:52 +0100, Franz Ferdinand Esberger wrote:
Running OTRS since the 1.x days we now upgraded from 2.0.4 to 2.2.5 and ITSM 1.0.5. Installation was pretty easy, we defined Locations, Services and Response SLA's and connected them.
We have existing Queues eg. FirstLevel, SecondLevel - but it happens that in CustomerOverview, while creating a new Ticket, the DropdownFields for SLA and Service are there, but empty?
In AgentView while trying to create eg. an email Ticket, the very same thing - do i miss anything out ? Is'nt it possible to connect Services&SLA's to existing Queues ?
To get the services and their connected SLAs displayed during ticket creation you have to link the services with your customer users. If you do not have customer specific customer just link the default services.
FranzF.
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Christian Schoepplein schrieb am 29.02.2008 18:28 Uhr:
Hi,
On Fr, Feb 29, 2008 at 04:49:52 +0100, Franz Ferdinand Esberger wrote:
Running OTRS since the 1.x days we now upgraded from 2.0.4 to 2.2.5 and ITSM 1.0.5. Installation was pretty easy, we defined Locations, Services and Response SLA's and connected them.
We have existing Queues eg. FirstLevel, SecondLevel - but it happens that in CustomerOverview, while creating a new Ticket, the DropdownFields for SLA and Service are there, but empty?
In AgentView while trying to create eg. an email Ticket, the very same thing - do i miss anything out ? Is'nt it possible to connect Services&SLA's to existing Queues ?
To get the services and their connected SLAs displayed during ticket creation you have to link the services with your customer users. If you do not have customer specific customer just link the default services.
Hi Christian, thx a lot! - That was exactly the Point i missed ... cheers, FranzF.
participants (2)
-
Christian Schoepplein -
Franz Ferdinand Esberger