Keep up the work   ----- Original Message ---- From: "itsm-request@otrs.org" To: itsm@otrs.org Sent: Mon, April 18, 2011 5:00:05 AM Subject: itsm Digest, Vol 47, Issue 17 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:   1. Re:  SLA and Service Mandatory (Yuri Calueto) (Michiel Beijen)   2. Re:  SLA and Service Mandatory (Yuri Calueto) (Nils Leideck) ---------------------------------------------------------------------- Message: 1 Date: Mon, 18 Apr 2011 12:17:52 +0200 From: Michiel Beijen 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 Subject: Re: [itsm] SLA and Service Mandatory (Yuri Calueto) To: "OTRS::ITSM User questions and discussions" Message-ID: 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 ************************************