If you watch to the right side of the Service field when you select a queue in the To field a circular arrow appears.  To me this means there is code somewhere looking for something to match with.  I want to do the same thing as you but have not found a way either.  I am having my Unix admin investigate.  But I believe it is the same type of logic used for matching Services to Customers.  So I don't know why we can't get the Services to Queue to work the same way.

 

>>> "Guillermo Vargas-DellaCasa" <gvargas-dellacasa@nhvweb.net> 8/6/2009 4:59 PM >>>
Hello,

So, I still haven't figure out this one yet... So I'm assuming it is not
possible, but I thought I will ask again one more time...

Is it possible to limit the options under "Service" field when a user is
creating a ticket based on what the user selected on the "To:" field?

For example, if the user select To: Network Team, then he will get the
services: Internet, Email, Folder Shares. But if he select To: Database
Team, then we he goes to select a service he will see: Database, Student
Database.

I'm running OTRS 2.4.2 and ITSM 1.3

Thanks....



-----Original Message-----
From: Guillermo Vargas-DellaCasa
Sent: Wednesday, August 05, 2009 4:53 PM
To: 'otrs@otrs.org'
Subject: Queue <> Services relationship

Hi again,

How can I establish a relationship between Queue and Services? I would
like customers to select a Queue on the "TO:" field when they are
creating a ticket and that the "Service" field be updated to show only
services handled by that particular Queue. For example:

To: Networking Team
Services: Internet, Email, Folder Shares

To: Database Team
Services: HR Database, Student Database

Is that possible?

Thanks!

Guillermo Vargas-Dellacasa
Computer Operations Manager
North Hunterdon-Voorhees Regional High School District
(908) 713-4199 ext 5128
gvargas-dellacasa@nhvweb.net

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