Re: [itsm] SLA and Service Mandatory (Yuri Calueto)
Yes it makes sense if your company following ITIL processes.
But if you do activate the way I told, you can not create a ticket without filling these items, doesn't it make mandatory ?
Yuri
On Mon, Apr 18, 2011 at 1:00 PM, itsm-request@otrs.org wrote:
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Today's Topics:
- Re: SLA and Service Mandatory (Yuri Calueto) (Michiel Beijen)
- Re: SLA and Service Mandatory (Yuri Calueto) (Nils Leideck)
Message: 1 Date: Mon, 18 Apr 2011 12:17:52 +0200 From: Michiel Beijen michiel.beijen@otrs.com Subject: Re: [itsm] SLA and Service Mandatory (Yuri Calueto) To: itsm@otrs.org Message-ID: 1303121878.2244.2.camel@rainbows.local Content-Type: text/plain; charset="UTF-8"
Jorge,
On Mon, 2011-04-18 at 10:55 +0100, Jorge Furtado wrote:
You can easily achieve that by going to Sysconfig => Ticket => Core::Ticket => and set to "Yes" the options Ticket::Type and Ticket::Service
That does not work; it makes the fields show in the UI but does not make it mandatory. For instance, for TicketFreeText fields you CAN set these to mandatory or non-mandatory in the SysConfig though. Currently there's no way to make the Service and SLA fields mandatory other than by modifying the DTL and pm files. -- Mike
Message: 2 Date: Mon, 18 Apr 2011 12:30:36 +0200 From: Nils Leideck nils.leideck@leidex.net Subject: Re: [itsm] SLA and Service Mandatory (Yuri Calueto) To: "OTRS::ITSM User questions and discussions" itsm@otrs.org Message-ID: B6FE6901-0ABF-466A-AAD3-B7365D1FE021@leidex.net Content-Type: text/plain; charset=us-ascii
On 18.04.2011, at 12:17, Michiel Beijen wrote:
On Mon, 2011-04-18 at 10:55 +0100, Jorge Furtado wrote:
You can easily achieve that by going to Sysconfig => Ticket => Core::Ticket => and set to "Yes" the options Ticket::Type and Ticket::Service
That does not work; it makes the fields show in the UI but does not make it mandatory. For instance, for TicketFreeText fields you CAN set these to mandatory or non-mandatory in the SysConfig though. Currently there's no way to make the Service and SLA fields mandatory other than by modifying the DTL and pm files.
Does it make sense at all to require Service and SLA for every type of ticket?
Cheers, Nils
-- Nils Leideck http://webint.cryptonode.de / a Fractal project
OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
End of itsm Digest, Vol 47, Issue 17
Hi Yuri,
the Service is not mandatory, only the Type is mandatory if you enable the options the way you told.
Or did I miss something .... :-?
Cheers, Nils
On 18.04.2011, at 15:19, Jorge Furtado wrote:
Yes it makes sense if your company following ITIL processes.
But if you do activate the way I told, you can not create a ticket without filling these items, doesn't it make mandatory ?
Yuri
On Mon, Apr 18, 2011 at 1:00 PM, itsm-request@otrs.org wrote: Send itsm mailing list submissions to itsm@otrs.org
To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/itsm or, via email, send a message with subject or body 'help' to itsm-request@otrs.org
You can reach the person managing the list at itsm-owner@otrs.org
When replying, please edit your Subject line so it is more specific than "Re: Contents of itsm digest..."
Today's Topics:
- Re: SLA and Service Mandatory (Yuri Calueto) (Michiel Beijen)
- Re: SLA and Service Mandatory (Yuri Calueto) (Nils Leideck)
Message: 1 Date: Mon, 18 Apr 2011 12:17:52 +0200 From: Michiel Beijen michiel.beijen@otrs.com Subject: Re: [itsm] SLA and Service Mandatory (Yuri Calueto) To: itsm@otrs.org Message-ID: 1303121878.2244.2.camel@rainbows.local Content-Type: text/plain; charset="UTF-8"
Jorge,
On Mon, 2011-04-18 at 10:55 +0100, Jorge Furtado wrote:
You can easily achieve that by going to Sysconfig => Ticket => Core::Ticket => and set to "Yes" the options Ticket::Type and Ticket::Service
That does not work; it makes the fields show in the UI but does not make it mandatory. For instance, for TicketFreeText fields you CAN set these to mandatory or non-mandatory in the SysConfig though. Currently there's no way to make the Service and SLA fields mandatory other than by modifying the DTL and pm files. -- Mike
Message: 2 Date: Mon, 18 Apr 2011 12:30:36 +0200 From: Nils Leideck nils.leideck@leidex.net Subject: Re: [itsm] SLA and Service Mandatory (Yuri Calueto) To: "OTRS::ITSM User questions and discussions" itsm@otrs.org Message-ID: B6FE6901-0ABF-466A-AAD3-B7365D1FE021@leidex.net Content-Type: text/plain; charset=us-ascii
On 18.04.2011, at 12:17, Michiel Beijen wrote:
On Mon, 2011-04-18 at 10:55 +0100, Jorge Furtado wrote:
You can easily achieve that by going to Sysconfig => Ticket => Core::Ticket => and set to "Yes" the options Ticket::Type and Ticket::Service
That does not work; it makes the fields show in the UI but does not make it mandatory. For instance, for TicketFreeText fields you CAN set these to mandatory or non-mandatory in the SysConfig though. Currently there's no way to make the Service and SLA fields mandatory other than by modifying the DTL and pm files.
Does it make sense at all to require Service and SLA for every type of ticket?
Cheers, Nils
-- Nils Leideck http://webint.cryptonode.de / a Fractal project
OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
End of itsm Digest, Vol 47, Issue 17
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participants (2)
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Jorge Furtado
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Nils Leideck