Hi guys, i've searched the mailing list archive but I couldn't find an answer to this. Is it possible to change the "Type" of a ticket (obviously after enabling Ticket::Type: ) . It would be useful because sometimes customers make requests as "incident" when they are "Service Request", and I need to set specific notifications in this case. Many thanks in advance! -- Claudio Tassini
Hello, Claudio. You can change type, service, sla, priority, impact in AgentTicketPriority action. https://<your-host-name>/otrs/index.pl?Action=AgentTicketPriority&TicketID=4489 Claudio Tassini ?????:
Hi guys,
i've searched the mailing list archive but I couldn't find an answer to this. Is it possible to change the "Type" of a ticket (obviously after enabling Ticket::Type: ) . It would be useful because sometimes customers make requests as "incident" when they are "Service Request", and I need to set specific notifications in this case.
Many thanks in advance!
-- Claudio Tassini
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I can only change the priority in AgentTicketPriority... but I don't have
ITSM installed. Could this be the cause?
2010/3/26 Anton Gubar'kov
Hello, Claudio.
You can change type, service, sla, priority, impact in AgentTicketPriority action. https://<your-host-name>/otrs/ index.pl?Action=AgentTicketPriority&TicketID=4489
Claudio Tassini пишет:
Hi guys,
i've searched the mailing list archive but I couldn't find an answer to this. Is it possible to change the "Type" of a ticket (obviously after enabling Ticket::Type: ) . It would be useful because sometimes customers make requests as "incident" when they are "Service Request", and I need to set specific notifications in this case.
Many thanks in advance!
-- Claudio Tassini
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-- Claudio Tassini
Claudio,
I do use ITSM.
However AgentTicketPriority.pm is part of otrs-2.4.7 and is was not modified
by installation of ITSM. I can change the ticket type in
AgentTicketPriority. And I see no problem in it. What is your problem now
once you figured out the way to change the ticket types?
Anton.
2010/3/26 Claudio Tassini
I can only change the priority in AgentTicketPriority... but I don't have ITSM installed. Could this be the cause?
2010/3/26 Anton Gubar'kov
Hello, Claudio.
You can change type, service, sla, priority, impact in AgentTicketPriority action. https://<your-host-name>/otrs/ index.pl?Action=AgentTicketPriority&TicketID=4489
Claudio Tassini пишет:
Hi guys,
i've searched the mailing list archive but I couldn't find an answer to this. Is it possible to change the "Type" of a ticket (obviously after enabling Ticket::Type: ) . It would be useful because sometimes customers make requests as "incident" when they are "Service Request", and I need to set specific notifications in this case.
Many thanks in advance!
-- Claudio Tassini
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-- Claudio Tassini
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Anton,
thank you for your reply. After several tries, I can confirm that you can
only change the ticket type can only be changed through AgentTicketPriority
action if ITSM is installed. I don't know if this is the normal behaviour,
but this is how it is working for me :/
2010/3/26 Anton Gubar'kov
Claudio, I do use ITSM. However AgentTicketPriority.pm is part of otrs-2.4.7 and is was not modified by installation of ITSM. I can change the ticket type in AgentTicketPriority. And I see no problem in it. What is your problem now once you figured out the way to change the ticket types?
Anton.
2010/3/26 Claudio Tassini
I can only change the priority in AgentTicketPriority... but I don't have
ITSM installed. Could this be the cause?
2010/3/26 Anton Gubar'kov
Hello, Claudio.
You can change type, service, sla, priority, impact in AgentTicketPriority action. https://<your-host-name>/otrs/ index.pl?Action=AgentTicketPriority&TicketID=4489
Claudio Tassini пишет:
Hi guys,
i've searched the mailing list archive but I couldn't find an answer to this. Is it possible to change the "Type" of a ticket (obviously after enabling Ticket::Type: ) . It would be useful because sometimes customers make requests as "incident" when they are "Service Request", and I need to set specific notifications in this case.
Many thanks in advance!
-- Claudio Tassini
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-- Claudio Tassini
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-- Claudio Tassini
participants (2)
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Anton Gubar'kov -
Claudio Tassini