Yes it makes sense if your company following ITIL processes. But if you do activate the way I told, you can not create a ticket without filling these items, doesn't it make mandatory ?
Yuri On Mon, Apr 18, 2011 at 1:00 PM, <[email protected]> wrote: > Send itsm mailing list submissions to > [email protected] > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/mailman/listinfo/itsm > or, via email, send a message with subject or body 'help' to > [email protected] > > You can reach the person managing the list at > [email protected] > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of itsm digest..." > > > Today's Topics: > > 1. Re: SLA and Service Mandatory (Yuri Calueto) (Michiel Beijen) > 2. Re: SLA and Service Mandatory (Yuri Calueto) (Nils Leideck) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 18 Apr 2011 12:17:52 +0200 > From: Michiel Beijen <[email protected]> > Subject: Re: [itsm] SLA and Service Mandatory (Yuri Calueto) > To: [email protected] > Message-ID: <[email protected]> > Content-Type: text/plain; charset="UTF-8" > > Jorge, > > On Mon, 2011-04-18 at 10:55 +0100, Jorge Furtado wrote: > > You can easily achieve that by going to Sysconfig => Ticket => > > Core::Ticket => and set to "Yes" the options Ticket::Type and > > Ticket::Service > > That does not work; it makes the fields show in the UI but does not make > it mandatory. For instance, for TicketFreeText fields you CAN set these > to mandatory or non-mandatory in the SysConfig though. Currently there's > no way to make the Service and SLA fields mandatory other than by > modifying the DTL and pm files. > -- > Mike > > > > ------------------------------ > > Message: 2 > Date: Mon, 18 Apr 2011 12:30:36 +0200 > From: Nils Leideck <[email protected]> > Subject: Re: [itsm] SLA and Service Mandatory (Yuri Calueto) > To: "OTRS::ITSM User questions and discussions" <[email protected]> > Message-ID: <[email protected]> > Content-Type: text/plain; charset=us-ascii > > On 18.04.2011, at 12:17, Michiel Beijen wrote: > > > On Mon, 2011-04-18 at 10:55 +0100, Jorge Furtado wrote: > >> You can easily achieve that by going to Sysconfig => Ticket => > >> Core::Ticket => and set to "Yes" the options Ticket::Type and > >> Ticket::Service > > > > That does not work; it makes the fields show in the UI but does not make > > it mandatory. For instance, for TicketFreeText fields you CAN set these > > to mandatory or non-mandatory in the SysConfig though. Currently there's > > no way to make the Service and SLA fields mandatory other than by > > modifying the DTL and pm files. > > Does it make sense at all to require Service and SLA for every type of > ticket? > > Cheers, Nils > > -- > Nils Leideck > http://webint.cryptonode.de / a Fractal project > > > > ------------------------------ > > --------------------------------------------------------------------- > OTRS mailing list: itsm - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/itsm > To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm > > End of itsm Digest, Vol 47, Issue 17 > ************************************ > -- ------------------------------------------------------------------------------------------------ Ao encaminhar esta mensagem, por favor: 1. Apague o meu e-mail e o meu nome. 2. Apague também os endereços dos amigos antes de reenviar. 3. Encaminhe como cópia oculta (Cco ou Bcc) aos SEUS destinatários. Agindo sempre assim dificultaremos a disseminação de vírus, spams e banners. Obrigado! " DO Or DIE.There is NO TRYING! "
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