There is an FAQ for ITSM 1.2.3. that states roughly the following:
Symptom: In the agent phone ticket screen, a Service nor SLA must be chosen in
order to
create a ticket.
Problem: The user should be forced to chose a Service when entering a ticket.
This can be done using the DTL for Create Ticket.
Solution: The following java script can be added to the DTL in order to make
this a
mandatory field.
Find the following function in AgentTicketPhone.dtl
function submit_compose() {
if (document.compose.TypeID && document.compose.TypeID.value == "") {
alert('Ticket Type is required!');
document.compose.TypeID.focus();
return false;
}
add the following code for mandatory service
else if (document.compose.ServiceID && document.compose.ServiceID.value == "") {
alert('Service required!');
document.compose.ServiceID.focus();
return false;
}
Something similar might be done for ITSM 3.0. and for SLAs.
Best regards,
Jim
ITIL Process Manager
NCDOR
919-715-4932
919-696-0056 - cellular
[email protected]
>>> "Jose Luis Jarpa" <[email protected]> 1/18/2011 12:24 PM >>>
It is possible make SLA and Service fields mandatory when creating a ticket?.
My system is OTRS 3.0.4 and ITSM 3.0
Best Regards,
Jose Luis Jarpa P.
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