Hi Florian, Thanks for your reply on the SLA/services. I'm not (yet) using the ITSM version of OTRS, only using the basic features. I do not see "additional ITSM fields" in a ticket view nor when searching the available system parameters. Ionel On 03/29/2011 09:54 AM, Edlhuber Florian wrote:
Hi Ionel,
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Ionel GARDAIS
All my clients are pulled from an ActiveDirectory. How to add a client<->service mapping inside the Config.pm file ? (i.e. not to modify by hand all the users to assign the services to them). I don't know a solution with the Config.pm and I think it's not the way, OTRS wants it. ;)
You can choose Customer<->Service in the Admin View and use the standard service. So you can set a service as standard for all Customers. If you have a service for a small/big group of customers, you have to select every single customer.
There is a way to user User-Groups there is a module "KIX4OTRS" with a "CiCS-Modul CustomerCompanySupport" That should do it, but I have no experience with that.
Also, I activated the "Type" and "Service" support in Core::Ticket but I do not see menus to change them for tickets already created. Am I missing something ? Go to the Ticket View and select "additional ITSM fields"
HTH
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-- Ionel GARDAIS Tech'Advantage CIO - IT Team manager