On 05.12.2009, at 17:05, Михаил Лукин wrote:
True, but just look how easy it is done with f.e. Services<->SLA, Customer User<->Services (which would better be Customer Groups<->Services) and most of all Criticality<->Impact<->Priority. ITSM should be configured by manager through web Admin rather than system administrator through configuration files which is a Perl modules.
your are totally right, but I was not talking about how it could be enhanced, instead I searched for a way how to do it with the standard OTRS as it is currently available with its million of config options.
However, I would propose you use ACLs until there is a feature that does allow assign Services to Companies.