Thanks Marco, worked well! Anyone has any clue about showing the impact field for the customer? TIA Estevam De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Em nome de Marco Vannini Enviada em: terça-feira, 23 de fevereiro de 2010 07:06 Para: User questions and discussions about OTRS. Assunto: Re: [otrs] How to hide SLA and show Criticality fields to Customer? Comment out or remove dtl (dtl:block:TicketService & dtl:block:TicketSLA) blocks in CustomerTicketMessage.dtl (in $OTRS_HOME/Kernel/Output/HTML/Standard) for 1) On Mon, Feb 22, 2010 at 12:31 PM, Estevam Viragh wrote: Hi list, Couple questions: 1) Anyone know how to hide the SLA field from the user when he/she opens a ticket? I have a generic agent job that sets the SLA for me based on priority but would be great to hide this field from user to avoid "expectations"... 2) What about showing the impact field to customer? I have removed the customer ability to set the priority and by having the customer setting the impact, this would result (I hope) on a priority based on the criticality<->impact<->priority matrix... I tried to do it by enabling the field freetext13 but it gives me a text field as opposed to a drop down list... Thanks so much in advance. Regards, Estevam Viragh **CONFIDENTIAL NOTICE** This e-mail and any files transmitted with it may contain PRIVILEGED or CONFIDENTIAL information and may be read or used only by the intended recipient. If you are not the intended recipient of the e-mail or any of its attachments, please be advised that you have received this e-mail in error and that any use, dissemination, distribution, forwarding, printing, or copying of this e-mail or any attached files is strictly prohibited. If you have received this e-mail in error, please immediately purge it and all attachments and notify the sender by reply e-mail. --------------------------------------------------------------------- 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/ **CONFIDENTIAL NOTICE** This e-mail and any files transmitted with it may contain PRIVILEGED or CONFIDENTIAL information and may be read or used only by the intended recipient. If you are not the intended recipient of the e-mail or any of its attachments, please be advised that you have received this e-mail in error and that any use, dissemination, distribution, forwarding, printing, or copying of this e-mail or any attached files is strictly prohibited. If you have received this e-mail in error, please immediately purge it and all attachments and notify the sender by reply e-mail.