Criticality not set from Customer web console

[Giulio Soleni]

Hi,
I was browsing the forum to search for a solution for my issue but I did not find any...
The fact: when I create a ticket and I select a service from the customer web console, criticality related to that service is not applied to the ticket.
The same did not occur if I open a phone ticket from the agent web console.
Is this behavior a bug?

Also... as far as I understood queues and services should be independent from each other... so, why the dropdown menu for services is NOT populated unless I select a queue before?

Thank you in advance,
Giulio

[crythias]

ACL?

[Giulio Soleni]

Hi crythias,
I do not think I may do anything via ACLs... I mean, when an agent creates a phone ticket and selects a service, criticality for that service is assigned to the ticket, and that's correct.
Why should not be the same for the customer?
If the customer select a service and to that service criticality - let's say - level 4 is defined, I would expect the ticket created by the customer to take the criticality lever 4, no need of any ACL or other.
Otherwise I should define an ACL that states what? "since customer A have selected this service S (for which Criticality 4 is specified), please do not forget but actually apply it to the new ticket created"

As for my second question ... I really thought that services and queues were independent from each other, but that seems not to be since I cannot select any service unless I before select at least a queue. In my humble opinion the selection order should have been at least reversed (before the service and then the queue) or like I said independent (select a service, then select a queue or viceversa without any constraint); but I found really odd that I must select a queue before being allowed to select any service.

[crythias]

You have two separate questions? Please create separate topics.

Services apply to customers. There is no way to assign a criticality to a service.

But you can filter available criticality by service choice in ACL.

[Giulio Soleni]

You have two separate questions? Please create separate topics.

Ok, I am sorry ... I'll open a new topic for my other question...

Services apply to customers. There is no way to assign a criticality to a service.

I know that services apply to customers, but criticality definitely is an attribute I have to set when I define any new service, please check the attached pic (i'ts my OTRS::ITSM 3.3.5 test environment):

service_definition.JPG

I'd like to remark that when an agent select such a service for creating a new ticket, the phone ticket created inherits that criticality value. When a customer select the same service for creating a new ticket, the ticket created does NOT inherit any criticality value.

Well... I am going to open a bug for this.

EDIT: I also found out that someone else had my same question...
viewtopic.php?f=62&t=23784&p=99016&hili ... ice#p99016

[Giulio Soleni]

I think I have to make a clarification... I am using a test OTRS::ITSM system, with the ITSM bundle package installed.
I noticed that on a plain OTRS installation, as soon as you activate the services usage there is no relationship between criticality and services ... so, crythias, you are absolutely right: in a plain OTRS installation if you want to use services correlated to criticality, you need to set up some kind of ACL.
However in a OTRS::ITSM environment each service must be defined with its related criticality by default. That is ... it's a feature that comes out of the box as soon as you install the ITSM bundle.
I think it's part of the code to set up the relationship between services and criticality attribute ... matter of fact it's there once you install the ITSM bundle. Moreover all previous services you might have defined before installing ITSM bundle will take criticality level 1 (very low) that of course can be adjusted.

That said, the problem persists for OTRS::ITSM ... tickets opened by agents on behalf of their customers will take the criticality set for the selected services, while tickets directly opened by customers will not.

[crythias]

I realized that after another similar post. (sorry).
Actually, this appears to be a 4-year-old "bug": 6269
CC yourself to it, perhaps?