Can't set service or SLA for a new ticket
Hi, I am not able to set Service or SLA when I create a new ticket, although I have already make the setting in "Ticket Settings"->"SLAs" and "Services". When I try to create a new ticket, the "Service" or "SLA" can't be lanced automatically. The OTRS version is 3.0.8. Thanks for any reply! Xiaoxing
Hi Xiaoxing, after setting the services, you have to add them to the customers. In the admin panel servies -<-> customer you can add the service to the customer or set as "default service" for all hth regards Flo Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:26 An: otrs@otrs.org Betreff: [otrs] Can't set service or SLA for a new ticket Hi, I am not able to set Service or SLA when I create a new ticket, although I have already make the setting in "Ticket Settings"->"SLAs" and "Services". When I try to create a new ticket, the "Service" or "SLA" can't be lanced automatically. The OTRS version is 3.0.8. Thanks for any reply! Xiaoxing
I have already done that too. It didn't solve the problem. What about the SLAs? Best regards, Xiaoxing ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Edlhuber Florian Sent: lundi 25 juillet 2011 10:39 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't set service or SLA for a new ticket Hi Xiaoxing, after setting the services, you have to add them to the customers. In the admin panel servies -<-> customer you can add the service to the customer or set as "default service" for all hth regards Flo Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:26 An: otrs@otrs.org Betreff: [otrs] Can't set service or SLA for a new ticket Hi, I am not able to set Service or SLA when I create a new ticket, although I have already make the setting in "Ticket Settings"->"SLAs" and "Services". When I try to create a new ticket, the "Service" or "SLA" can't be lanced automatically. The OTRS version is 3.0.8. Thanks for any reply! Xiaoxing
Hi, I can tell you, how I did it ;) First set up the services in admin panel - Services. Second assign the services to the customers (or set default) in admin panel Services <-> Customers At this point, I see the selected (default) services in the "new ticket" window Third I made the SLAs and assigned them to the services. At this point, if I select a Service in the "new Ticket" I automatically get the correct assigned SLA(s) Do you have any information in the syslog? Regards Flo Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Can't set service or SLA for a new ticket I have already done that too. It didn't solve the problem. What about the SLAs? Best regards, Xiaoxing ________________________________ From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] On Behalf Of Edlhuber Florian Sent: lundi 25 juillet 2011 10:39 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't set service or SLA for a new ticket Hi Xiaoxing, after setting the services, you have to add them to the customers. In the admin panel servies -<-> customer you can add the service to the customer or set as "default service" for all hth regards Flo Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:26 An: otrs@otrs.orgmailto:otrs@otrs.org Betreff: [otrs] Can't set service or SLA for a new ticket Hi, I am not able to set Service or SLA when I create a new ticket, although I have already make the setting in "Ticket Settings"->"SLAs" and "Services". When I try to create a new ticket, the "Service" or "SLA" can't be lanced automatically. The OTRS version is 3.0.8. Thanks for any reply! Xiaoxing
We need to make some settings in the syslog for being able to selectting SLAs and Service? Regards, Xiaoxing ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Edlhuber Florian Sent: lundi 25 juillet 2011 10:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't set service or SLA for a new ticket Hi, I can tell you, how I did it ;) First set up the services in admin panel - Services. Second assign the services to the customers (or set default) in admin panel Services <-> Customers At this point, I see the selected (default) services in the "new ticket" window Third I made the SLAs and assigned them to the services. At this point, if I select a Service in the "new Ticket" I automatically get the correct assigned SLA(s) Do you have any information in the syslog? Regards Flo Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Can't set service or SLA for a new ticket I have already done that too. It didn't solve the problem. What about the SLAs? Best regards, Xiaoxing ________________________________ From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] On Behalf Of Edlhuber Florian Sent: lundi 25 juillet 2011 10:39 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't set service or SLA for a new ticket Hi Xiaoxing, after setting the services, you have to add them to the customers. In the admin panel servies -<-> customer you can add the service to the customer or set as "default service" for all hth regards Flo Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:26 An: otrs@otrs.orgmailto:otrs@otrs.org Betreff: [otrs] Can't set service or SLA for a new ticket Hi, I am not able to set Service or SLA when I create a new ticket, although I have already make the setting in "Ticket Settings"->"SLAs" and "Services". When I try to create a new ticket, the "Service" or "SLA" can't be lanced automatically. The OTRS version is 3.0.8. Thanks for any reply! Xiaoxing
Hi, no, but in the logfile (syslog, not sysconfig!) could we find some hints or errors ;) Regards Flo Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 11:00 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Can't set service or SLA for a new ticket We need to make some settings in the syslog for being able to selectting SLAs and Service? Regards, Xiaoxing ________________________________ From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] On Behalf Of Edlhuber Florian Sent: lundi 25 juillet 2011 10:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't set service or SLA for a new ticket Hi, I can tell you, how I did it ;) First set up the services in admin panel - Services. Second assign the services to the customers (or set default) in admin panel Services <-> Customers At this point, I see the selected (default) services in the "new ticket" window Third I made the SLAs and assigned them to the services. At this point, if I select a Service in the "new Ticket" I automatically get the correct assigned SLA(s) Do you have any information in the syslog? Regards Flo Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Can't set service or SLA for a new ticket I have already done that too. It didn't solve the problem. What about the SLAs? Best regards, Xiaoxing ________________________________ From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] On Behalf Of Edlhuber Florian Sent: lundi 25 juillet 2011 10:39 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't set service or SLA for a new ticket Hi Xiaoxing, after setting the services, you have to add them to the customers. In the admin panel servies -<-> customer you can add the service to the customer or set as "default service" for all hth regards Flo Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:26 An: otrs@otrs.orgmailto:otrs@otrs.org Betreff: [otrs] Can't set service or SLA for a new ticket Hi, I am not able to set Service or SLA when I create a new ticket, although I have already make the setting in "Ticket Settings"->"SLAs" and "Services". When I try to create a new ticket, the "Service" or "SLA" can't be lanced automatically. The OTRS version is 3.0.8. Thanks for any reply! Xiaoxing
Yes. I can see Mon Jul 25 10:54:49 2011 error OTRS-CGI-10 Module Kernel/System/Ticket/Custom.pm not found! Regards, Xiaoxing ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Edlhuber Florian Sent: lundi 25 juillet 2011 11:02 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't set service or SLA for a new ticket Hi, no, but in the logfile (syslog, not sysconfig!) could we find some hints or errors ;) Regards Flo Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 11:00 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Can't set service or SLA for a new ticket We need to make some settings in the syslog for being able to selectting SLAs and Service? Regards, Xiaoxing ________________________________ From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] On Behalf Of Edlhuber Florian Sent: lundi 25 juillet 2011 10:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't set service or SLA for a new ticket Hi, I can tell you, how I did it ;) First set up the services in admin panel - Services. Second assign the services to the customers (or set default) in admin panel Services <-> Customers At this point, I see the selected (default) services in the "new ticket" window Third I made the SLAs and assigned them to the services. At this point, if I select a Service in the "new Ticket" I automatically get the correct assigned SLA(s) Do you have any information in the syslog? Regards Flo Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Can't set service or SLA for a new ticket I have already done that too. It didn't solve the problem. What about the SLAs? Best regards, Xiaoxing ________________________________ From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] On Behalf Of Edlhuber Florian Sent: lundi 25 juillet 2011 10:39 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't set service or SLA for a new ticket Hi Xiaoxing, after setting the services, you have to add them to the customers. In the admin panel servies -<-> customer you can add the service to the customer or set as "default service" for all hth regards Flo Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:26 An: otrs@otrs.orgmailto:otrs@otrs.org Betreff: [otrs] Can't set service or SLA for a new ticket Hi, I am not able to set Service or SLA when I create a new ticket, although I have already make the setting in "Ticket Settings"->"SLAs" and "Services". When I try to create a new ticket, the "Service" or "SLA" can't be lanced automatically. The OTRS version is 3.0.8. Thanks for any reply! Xiaoxing
I fellowed excatlly what you told me, but I didn't make it work. Any other advice? I changed the name of "Customer.pm.exemple" to "Customer.pm" to solve the metioned bug. Best regards, Xiaoxing ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Edlhuber Florian Sent: lundi 25 juillet 2011 10:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't set service or SLA for a new ticket Hi, I can tell you, how I did it ;) First set up the services in admin panel - Services. Second assign the services to the customers (or set default) in admin panel Services <-> Customers At this point, I see the selected (default) services in the "new ticket" window Third I made the SLAs and assigned them to the services. At this point, if I select a Service in the "new Ticket" I automatically get the correct assigned SLA(s) Do you have any information in the syslog? Regards Flo Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:44 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Can't set service or SLA for a new ticket I have already done that too. It didn't solve the problem. What about the SLAs? Best regards, Xiaoxing ________________________________ From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] On Behalf Of Edlhuber Florian Sent: lundi 25 juillet 2011 10:39 To: User questions and discussions about OTRS. Subject: Re: [otrs] Can't set service or SLA for a new ticket Hi Xiaoxing, after setting the services, you have to add them to the customers. In the admin panel servies -<-> customer you can add the service to the customer or set as "default service" for all hth regards Flo Von: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]mailto:[mailto:otrs-bounces@otrs.org] Im Auftrag von Xiaoxing Meng Gesendet: Montag, 25. Juli 2011 10:26 An: otrs@otrs.orgmailto:otrs@otrs.org Betreff: [otrs] Can't set service or SLA for a new ticket Hi, I am not able to set Service or SLA when I create a new ticket, although I have already make the setting in "Ticket Settings"->"SLAs" and "Services". When I try to create a new ticket, the "Service" or "SLA" can't be lanced automatically. The OTRS version is 3.0.8. Thanks for any reply! Xiaoxing
participants (2)
-
Edlhuber Florian -
Xiaoxing Meng