Re: [otrs] Categorization in OTRS::ITSM
Marijan, The type of a request is related with the qualification of the request, 2 or 3 different type (Incident, Problem,etc) is enough to caracterize it. The category function is as a label, a way to collect this information for a statistical study. (virus, building A, etc) Thanks Raoul
Hello, Raoul,
I think you have to look into FreeText area and find out how to define one
more freetext field with a predefined list of keys. It's configured in
Admin->sysconfig Group Ticket->Core::TicketFreeText
You can configure a new Category freetext field there to suit your needs.
Regards,
Anton.
2008/11/26 Le machito
Marijan, The type of a request is related with the qualification of the request, 2 or 3 different type (Incident, Problem,etc) is enough to caracterize it. The category function is as a label, a way to collect this information for a statistical study. (virus, building A, etc) Thanks Raoul
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Hello there,
I think Marijan is not talking about Type, but about Service and its types.
What before ITSM was Category now it's Service and you can have as many sub
services as you want. What's cool about services is that you choose which
services are available to which clients.
I'm almost sure Service addresses your Category needs ;)
2008/11/26 Le machito
Marijan, The type of a request is related with the qualification of the request, 2 or 3 different type (Incident, Problem,etc) is enough to caracterize it. The category function is as a label, a way to collect this information for a statistical study. (virus, building A, etc) Thanks Raoul
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-- Leonardo Certuche 301 284 6250 leonardo.certuche@itcon-ltda.com www.itcon-ltda.com Medellín, Colombia
participants (3)
-
Anton Gubar'kov -
Le machito -
Leonardo Certuche