Re: [otrs] Ticket Type / ITSM

Christoph; also found here: Ticket::Frontend::AgentTicketNote###TicketType: Ticket::Frontend::AgentTicketOwner###TicketType Ticket::Frontend::AgentTicketPriority###TicketType Ticket::Frontend::AgentTicketClose###TicketType Ticket::Frontend::AgentTicketPending###TicketType Ticket::Frontend::AgentTicketResponsible###TicketType You would have to decide where it made the most sense to change the ticket type. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk@dornc.com

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Christoph Ohliger 7/13/2009 9:02 AM >>> Thanks Jim,

I have checked that several times but haven´t found it right now. I checked that again and found the entry Ticket::Frontend::AgentTicketAddtlITSMField###TicketType regards Christoph James Burk schrieb:

From the various ticket view panels (owner, note, pending, etc.) you

can indicate that you want ticket type to appear. From there you should be able to change the ticket type.

Best regards,

Jim ITIL Process Manager NCDOR 919-715-4932 james.burk@dornc.com mailto:james.burk@dornc.com

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Christoph Ohliger 7/13/2009 2:42 AM

Hi,

I have a ITSM related question. When creating a ticket (phone or email based), there is the possibility to choose the ticket type (incident, problem, ...). I haven´t seen any possibility to access this ticket type after the ticket is created, for example if the type is changing within the working process ?

regards Christoph Ohliger

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