Re: [otrs] Starting with ITSM 1.3

Thanks! I had set the default services under [ Customer Users <-> Services Management ] to active, however, I didn't create any users. I created a test user and then could select a service - it worked. If you were to use the phone approach, say a user didn't have an email, is it possible to create users w/o email addresses? Being setup in a isolated network VM, I get DNS errors with emails - real or fudged. While, I'm picking brains... Assuming no LDAP integration and no customer names in the OTRS DB, if I were to setup a global email address for support, would customers be created in the OTRS DB automatically when users emailed issues to the RAW queue? And, could these raw tickets, then be assigned to services without admin intervention? If, so I guess the next step is setting up the global email... On Nov 24, 10:03 am, Leonardo Certuche wrote:

Go to /otrs/index.pl?Action=AdminCustomerUserService and associate services with customers (either one by one or defining default services)

Besides that you should have associate your services to SLAs on /otrs/ index.pl?Action=AdminSLA

Let us know how it goes ;)

On Tue, Nov 24, 2009 at 11:49 AM, JD wrote:

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Folks,

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I've got a system setup on a windows VM.  I'm trying to create a new phone ticket and assign a service to it.  I have configured a few services, but I can't assign a ticket to them.  The services don't show up in the service drop down when creating a new ticket or editing one.

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Is more configuration required that I'm missing?  It seems that type drives Service / SLA drop down, but I don't see any way to link these.

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Any help starting out appreciated!

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System Windows 2003 Server VM

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