ITSM : add service to existing ticket
Hello, I'm testing otrs 3.0.7 with itsm 3.0.2. I've setup : * a service * an associated SLA * a customer associated to the service When the customer logs in on the otrs/customer.pl web interface, he can create a ticket and choose the service BUT, when the client sends an email, the agent cannot associate the created ticket to the service (or I've missed where it can be done). Does that seem normal ? Regards, -- Mikael Kermorgant
Hi, On 05/03/2011 08:59 PM, Mikael Kermorgant wrote:
BUT, when the client sends an email, the agent cannot associate the created ticket to the service (or I've missed where it can be done).
You can always associate a ticket with the service/SLA by clicking *Priority* button (agent needs priority rights). This can be configured, for example, to show service list when closing ticket. Matas
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Mikael Kermorgant