I have Service and SLA enabled in OTRS 3.2.11, yet although the Service field is shown in a customer ticket, the SLA field is not.
I checked CustomerTicketMessage.dtl and it is unaltered from the original.
SLA not showing in Customer Ticket Message
Moderator: crythias
SLA not showing in Customer Ticket Message
OTRS 3.2.11 on Centos 6.4 with MySQL 5.0. Agents and internal customers authenticate via Active Directory.
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crythias
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Re: SLA not showing in Customer Ticket Message
can you confirm the SLA is actually assigned?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: SLA not showing in Customer Ticket Message
I have 3 SLAs defined, one of which is called "default" which is mapped to all services.crythias wrote:can you confirm the SLA is actually assigned?
When I open the CustomerTicketMessage page (as a customer), the SLA drop down is not displayed, even after I have selected a service.
OTRS 3.2.11 on Centos 6.4 with MySQL 5.0. Agents and internal customers authenticate via Active Directory.
Re: SLA not showing in Customer Ticket Message
Oops - my bad! I had (some long time ago) hidden the SLA via Ticket -> Frontend::Customer::Ticket::ViewNew (Ticket::Frontend::CustomerTicketMessage###SLA)
OTRS 3.2.11 on Centos 6.4 with MySQL 5.0. Agents and internal customers authenticate via Active Directory.