Hello, I am setting up a new installation of OTRS 2.3.3 and am stuck with the following: Is it possible to assign several categories to a single ticket? For example I'd like to have categories mail, vhost and dns. Now if I create a free text field named category and enter these as values, I get to chose only one. An idea might be to create several free text field, e.g. category1, category2, category3 and all these to have the same set of possible values. But this seems to me as a "workaround" and not a nice solution. Besides when searching for tickets, you have to match the value with the category number. That is, if a ticket is: cat1 - mail cat2 - vhost cat3 - dns and you'd like to see all tickets that has vhost as any of the categories, that is not possible with the search form (or at least I couldn't get it working). So I ask, is there an existing feature or configuration option that allows a single ticket to be filed under several categories? Thanks! -- Blade hails you... Farewell - no words to say Beside the cross on your grave And those forever burning candles --Nightwish
On Friday 30 January 2009 16:14:18 Boyan Tabakov wrote:
Hello,
I am setting up a new installation of OTRS 2.3.3 and am stuck with the following:
Is it possible to assign several categories to a single ticket?
For example I'd like to have categories mail, vhost and dns. Now if I create a free text field named category and enter these as values, I get to chose only one. An idea might be to create several free text field, e.g. category1, category2, category3 and all these to have the same set of possible values. But this seems to me as a "workaround" and not a nice solution. Besides when searching for tickets, you have to match the value with the category number. That is, if a ticket is:
cat1 - mail cat2 - vhost cat3 - dns
and you'd like to see all tickets that has vhost as any of the categories, that is not possible with the search form (or at least I couldn't get it working).
So I ask, is there an existing feature or configuration option that allows a single ticket to be filed under several categories?
Thanks!
Hello, Ideas anyone? Thanks again:) -- Blade hails you... Put a stake through my heart And drag me into sunlight --Nightwish
This thread might help
http://lists.otrs.org/pipermail/otrs/2008-November/024988.html
2009/2/4 Boyan Tabakov
On Friday 30 January 2009 16:14:18 Boyan Tabakov wrote:
Hello,
I am setting up a new installation of OTRS 2.3.3 and am stuck with the following:
Is it possible to assign several categories to a single ticket?
For example I'd like to have categories mail, vhost and dns. Now if I create a free text field named category and enter these as values, I get to chose only one. An idea might be to create several free text field, e.g. category1, category2, category3 and all these to have the same set of possible values. But this seems to me as a "workaround" and not a nice solution. Besides when searching for tickets, you have to match the value with the category number. That is, if a ticket is:
cat1 - mail cat2 - vhost cat3 - dns
and you'd like to see all tickets that has vhost as any of the categories, that is not possible with the search form (or at least I couldn't get it working).
So I ask, is there an existing feature or configuration option that allows a single ticket to be filed under several categories?
Thanks!
Hello,
Ideas anyone?
Thanks again:) -- Blade hails you...
Put a stake through my heart And drag me into sunlight --Nightwish
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-- Leonardo Certuche 301 284 6250 leonardo.certuche@itcon-ltda.com www.itcon-ltda.com Medellín, Colombia
What you could do is set up the OTRS::ITSM module and implement services.
You can then easily 'nest' services. Like this:
Applications
= Web
== Intranet
== OTRS
== SharePoint
= Office
== Mail Client
== Word Processor
.. or whatever service catalog you would need.
You can then log tickets on any level of these services, and you can easily
search via the ticket frontend on a (combination) of these services, for
instance on tickets logged on "Office" and the services "Mail Client" and
"Word Processor" underneath.
Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
2009/1/30 Boyan Tabakov
Hello,
I am setting up a new installation of OTRS 2.3.3 and am stuck with the following:
Is it possible to assign several categories to a single ticket?
For example I'd like to have categories mail, vhost and dns. Now if I create a free text field named category and enter these as values, I get to chose only one. An idea might be to create several free text field, e.g. category1, category2, category3 and all these to have the same set of possible values. But this seems to me as a "workaround" and not a nice solution. Besides when searching for tickets, you have to match the value with the category number. That is, if a ticket is:
cat1 - mail cat2 - vhost cat3 - dns
and you'd like to see all tickets that has vhost as any of the categories, that is not possible with the search form (or at least I couldn't get it working).
So I ask, is there an existing feature or configuration option that allows a single ticket to be filed under several categories?
Thanks! -- Blade hails you...
Farewell - no words to say Beside the cross on your grave And those forever burning candles --Nightwish
_______________________________________________ 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
On Wednesday 04 February 2009 16:15:39 Michiel Beijen wrote:
What you could do is set up the OTRS::ITSM module and implement services. You can then easily 'nest' services. Like this:
Applications = Web == Intranet == OTRS == SharePoint = Office == Mail Client == Word Processor
.. or whatever service catalog you would need. You can then log tickets on any level of these services, and you can easily search via the ticket frontend on a (combination) of these services, for instance on tickets logged on "Office" and the services "Mail Client" and "Word Processor" underneath.
Kind regards,
Hello, Thanks for the reply! Looking into ITSM and the ITIL model may be interesting by itself. But what I could see when using services (either in the basic OTRS 2.3 system or with ITSM installed) is that no matter how complex the service catalog can be, there can be only one-to-one relationship between a ticket and a service. What I want to achieve is one-to-many relationship, similar to, let's say tags in a blogging platform. Thanks again! -- Blade hails you... Put a stake through my heart And drag me into sunlight --Nightwish
participants (3)
-
Boyan Tabakov -
Leonardo Certuche -
Michiel Beijen