Hi All, I think I am having similar issues to Abhay with OTRS as the documentation itself doesn't really explain the relationships between the elements that clearly, I presume that this is because it slots in with the ITIL framework which would clarify this (unfortunately I don't yet have the full benefit of this!). Currently our SLAs with clients are broadly along the lines of "we will fix 90% of all p3 related incidents in 4 working hours" and I know partners etc of ours who implement ITIL have the same sort of system. I can see /why/ SLAs would link to services but do not see /how/ they link back to the priority the job was logged with. When a job is logged through the customer interface by the customer and they select the service/priority the SLA should then be derived from that, further selecting the SLA just seems well... odd. I hope the above explains it more than confuses it. Let me know. Thanks, Mike -----Original Message----- From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Abhay Elkunchwar Sent: 05 March 2008 04:42 To: 'OTRS::ITSM User questions and discussions' Subject: RE: [itsm] Some questions related to OTRS use Thanks for the reply... For service & SLA to effectively use in OTRS, I would like to know more about these features. I had gone through the documents from the site http://doc.otrs.com, but unable to get details on Service & SLA. I have created Service & assigned to one of customer. Also created one test SLA & linked with the service. But I don't have an idea how to use the service feature with customer as I can't see anything like service feature in customer interface. I have also created tickets & closed some of & added notes as well. I would like you to provide more on how to use the feature Service & SLA. Thanks Abhay -----Original Message----- From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Shawn Beasley Sent: Tuesday, March 04, 2008 9:29 PM To: "OTRS:"@mail.otrs.com :ITSM User questions and discussions Subject: Re: [itsm] Some questions related to OTRS use Hi Abhay,

Hi,

I stared using the OTRS recently.

I have following questions which could be the basic ones but really interested to get the answers.

1. How to change the default owner when creating a new ticket through customer panel. Currently I can select the queue but the owner always shows the "root@localhost"

The default owner will always be the user with user_id 1. It is not possible to change the default user that is assigned to the tickets created per mail or web interface.

1.

2. I am not understanding the concept of SERVICE & SLA from *Admin **à** System *I have assigned the new service to a customer & also created one SLA & linked with one of service but further more how to use with the customer tickets.

Can you explain your question a little better here. Thanks -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann DISCLAIMER ========== This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails. _______________________________________________ OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm Support or consulting for your OTRS::ITSM system? => http://www.otrs.com/ ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ This email has been scanned for all viruses by Clearswift MIMEsweeper. Please consider the environment before printing this email. The content of this email and any attachment is private and may be privileged. If you are not the intended recipient, any use, disclosure, copying or forwarding of this email and/or its attachments is unauthorised. If you have received this email in error please notify the sender by email and delete this message and any attachments immediately. Nothing in this email shall bind the Company or any of its subsidiaries or businesses in any contract or obligation, unless we have specifically agreed to be bound. Please feel free to visit our website: www.kcom.com KCOM Contact Centres Limited is part of the KCOM Group PLC whose registered office is at 37 Carr Lane, Hull, HU1 3RE. Registered in England and Wales under number 3703097. 118800 - KCOM UK Directory Enquiries. Calls cost 59p connection + 8p per minute including VAT from a BT landline. Call charges from mobiles and other networks may vary.