Hey there!
The thing is that my customers will not be doing the SLA assignments, I'm gonna
be the one doing it.
So when I go to the Free fields area to assign a service they don't appear. Are
they never going to appear?
Cheers!
Maria Alejandra Piedra
From: [email protected]
Date: Thu, 11 Mar 2010 18:30:07 -0500
To: [email protected]
Subject: Re: [itsm] Internal SLA's
Hi again,
You mean when creating a new, say phone-ticket you choose your customer, choose
a queue and no service/SLAs are shown?
It's strange, here are some random thoughts:
Enable default services
Make sure your users belong to the needed groups (on your test environment you
could grant full access and start unchecking once it works, that way you will
also get better understanding of the permissions structure)
Leonardo Certuche
On 11 March 2010 17:47, Maria Alejandra Piedra <[email protected]> wrote:
Hi Leonardo!
I did that but still didn't work.
Is not displaying my list of services en SLA's
What else could it be?
Thank you so much
Maria Alejandra Piedra
From: [email protected]
Date: Thu, 11 Mar 2010 17:39:20 -0500
To: [email protected]
Subject: Re: [itsm] Internal SLA's
Hello Aleja,
Maybe you forgot to associate customer to services at
/index.pl?Action=AdminCustomerUserService?
Leonardo Certuche
On 11 March 2010 15:35, Maria Alejandra Piedra <[email protected]> wrote:
Hey there! It's me again
Ok everything is perfect! I know how to do it, but now the Service and SLA
lists are not showing for me to assign it.
I configured the Service part in the Sysconfig area, specifically the
Ticket::Service to be enabled.
Am I missing something?
Cheers!
Maria Alejandra Piedra
From: [email protected]
Date: Thu, 11 Mar 2010 12:14:50 -0500
To: [email protected]
Subject: Re: [itsm] Internal SLA's
Hello again Aleja,
Take a look at http://lists.otrs.org/pipermail/otrs/2009-May/026540.html
Leonardo Certuche
On 11 March 2010 12:06, Maria Alejandra Piedra <[email protected]> wrote:
Hello all!
I would like to know if there is any way I could assign a SLA to a ticket
internally.
For example, I am the coordinator for the IT technical support, and would like
to add SLA's to tickets, but I don't want to give my customers the power to do
so, because it can come and bite me in the you know what.
So I want to assign them myself, so my team is more efficient but my customers
don't have a part in this.
Thanks and regards!
Maria Alejandra Piedra
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