How to set service of an existing ticket

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sunflower
Znuny newbie
Posts: 6
Joined: 09 Nov 2021, 19:43
Znuny Version: 6.0.38
Real Name: Katharina
Company: BFH

How to set service of an existing ticket

Post by sunflower »

I want to add/change the service of a ticket as agent. Therefore I go into the ticket, go to "Miscellaneous -> Free Field" and get a dropdown where I can choose Title, Type, Service, Service Level Agreement. But Service is grey and I can't change it although I had defined some services.
Screenshot_misc_service.png
I enabled

Code: Select all

$Self->{'Ticket::Service'} =  1;
in the Config.pm, but no use.
Any help appreciated as I don't find anything useful in the docu.
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zzz
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Re: How to set service of an existing ticket

Post by zzz »

Services are linked to customer users. The selected customer user probably does not have a linked service available.

Check AdminCustomerUserService in the admin area.

— Emin
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sunflower
Znuny newbie
Posts: 6
Joined: 09 Nov 2021, 19:43
Znuny Version: 6.0.38
Real Name: Katharina
Company: BFH

Re: How to set service of an existing ticket

Post by sunflower »

Thanks for the fast answer, but sorry, we have > 8000 customers and about 150 services. We can impossibly manage all that manually. What we need is a link between all customers and all services or a link that is created when a new customer logs in or a new service is added.
zzz
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Re: How to set service of an existing ticket

Post by zzz »

There are paid add-ons that offer this functionality.
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

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wurzel
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Re: How to set service of an existing ticket

Post by wurzel »

Hi,

use all services as default service. In Customer User <> Service section there is a button on the left side.

Flo
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sunflower
Znuny newbie
Posts: 6
Joined: 09 Nov 2021, 19:43
Znuny Version: 6.0.38
Real Name: Katharina
Company: BFH

Re: How to set service of an existing ticket

Post by sunflower »

Hi Flo,

you made my day, thanks for the hint! (Now I have to remember to click on this every time when I create a new service, but I can live with that).
Regards, Katharina
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