Ticket Type / ITSM

Christoph Ohliger

13 Jul 2009 13 Jul '09

6:42 a.m.

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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James Burk

13 Jul 13 Jul

11:36 a.m.

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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

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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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

Christoph Ohliger

1:02 p.m.

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:

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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 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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James Burk

2:13 p.m.

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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Ticket Type / ITSM

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