All, I am currently evaluating OTRS for part of my organisation and have hit a stumbling block with regards to services, I can only map services to Customer Users on an account by account basis and I can't associate the services with anything else. It would be suitable to simply allow all Customer Users to raise a ticket on all services, perhaps in the future tailoring it a little to give specific lists of services for specific customer users. I am not sure if I am missing some configuration or missing something in the concept and this isn't what I should be doing, the so far good documentation is all a bit vague in these areas. I am configuring OTRS:ITSM 1.0.4 powered by OTRS 2.2.4. Many Thanks, Mike 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.
you can use customer default service to associate the services with
anything.
On Feb 19, 2008 7:30 PM, Mike Blamires
All, I am currently evaluating OTRS for part of my organisation and have hit a stumbling block with regards to services, I can only map services to Customer Users on an account by account basis and I can't associate the services with anything else. It would be suitable to simply allow all Customer Users to raise a ticket on all services, perhaps in the future tailoring it a little to give specific lists of services for specific customer users.
I am not sure if I am missing some configuration or missing something in the concept and this isn't what I should be doing, the so far good documentation is all a bit vague in these areas.
I am configuring OTRS:ITSM 1.0.4 powered by OTRS 2.2.4.
Many Thanks, Mike
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.
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-- Jeffery
participants (2)
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Jeffery Chen Fan -
Mike Blamires