service not working

[wahlstedtw]

I am running 3.3.7 with ITSM and KIX4OTRS. I have two services defined but when i create a ticket they dont populate the drop down menu? Any Ideas?

[Giulio Soleni]

Hi,
you need to link customer users to the services you created, otherwise they are useless and cannot be selected either by agents or by customers themselves.

HTH

[wahlstedtw]

I guess i'm not understanding what services are for. The way i understand it is that when a ticket is created the service it is related to should be able to be selected regardless of the user. what is the purpose of the service if i have to assign every user to it?

edit:
I just saw how to assign services to all users.
admin -> Customer <-> Services -> Edit default services then check the active box at the top to make all services active. Now i can select the service but i cant figure out how to change its state from operational.

[crythias]

Services, generally, are what customers need fixing. But most of the time, they'd only need fixing what they've bought /have provided to them.

[Giulio Soleni]

I guess i'm not understanding what services are for. The way i understand it is that when a ticket is created the service it is related to should be able to be selected regardless of the user. what is the purpose of the service if i have to assign every user to it?

You should not think at tickets as entities related to services, but to queues instead.
Services are really useful when you need to do IT Service Management, otherwise imho you might also forget about them in the OTRS configuration and setup a robust Help Desk system strictly based on queues.
The point is that you ought to design your queues structures (and the related permissions assigned to agents and customer users) keeping in mind a straightforward picture of the processes (in the ITIL meaning of the word process) your company is grounded upon.

As it is explained in the OTRS ITSM manual, Services, are at the core of everything http://otrs.github.io/doc/manual/itsm/3 ... 06s02.html when you need to design a good Service Catalog; on the other hand if you need to build up a troubleticket system you should put "queues at the core of everything" http://otrs.github.io/doc/manual/admin/ ... queue.html

edit:
I just saw how to assign services to all users.
admin -> Customer <-> Services -> Edit default services then check the active box at the top to make all services active. Now i can select the service but i cant figure out how to change its state from operational.

You got it
Service's operational state is strictly bound to linked production CI's ... therefore, again, if you need to define a whole Service Desk environment to perform Service Management along with Incident and Problem Management, you might need also to define the items in your CMDB.
As soon as a Production Configuration Item linked to one of your services, changes its state from Operational to Incident, that event has a direct impact on the linked services that will switch their incident state accordingly.
As far as I know this is the only way for service to change its incident state, by a change on the state of a linked production CI; there's no way (or I personally ignore it) to manually change the incident state by directly editing the service.

HTH

[wahlstedtw]

Thanks. That makes more sense. I'm having a little issue with it though. I thought like you said that the operational state was tied to linked to a configitem. so i went and set the item state to incident and it still shows operational? any ideas?
I'm having another issue with viewing a config item. it gives me a javascript error of "undefined function" when i try to view one. i am using kix4otrs, i dont know if that is the issue.

[Giulio Soleni]

Thanks. That makes more sense. I'm having a little issue with it though. I thought like you said that the operational state was tied to linked to a configitem. so i went and set the item state to incident and it still shows operational? any ideas?

The Deployment State of the CI you defined should be set to 'Production' in order to propagate the incident status to the linked service.
Please, check if you have defined another Deployment State for your CI.

I'm having another issue with viewing a config item. it gives me a javascript error of "undefined function" when i try to view one. i am using kix4otrs, i dont know if that is the issue.

Honestly I do not know ... I do not use kix4otrs but I do not think that's the cause of the issue.
It could be a problem caused by permission: try to check your agent permission on itsm-configitem group and set full permissions, try to view your config items again and see if anything changes.
Also ... the logs? Is there any strange message?

[wahlstedtw]

The Deployment State of the CI you defined should be set to 'Production' in order to propagate the incident status to the linked service.
Please, check if you have defined another Deployment State for your CI.

The deployment state is set to production for the CI

Honestly I do not know ... I do not use kix4otrs but I do not think that's the cause of the issue.
It could be a problem caused by permission: try to check your agent permission on itsm-configitem group and set full permissions, try to view your config items again and see if anything changes.
Also ... the logs? Is there any strange message?

I have a test box that i had otrs on experiencing that same issue and when i uninstalled kix4otrs the problem went away so i do believe it's an issue with kix4otrs. It's just strange because their demo box works fine on the latest version.

[wahlstedtw]

I figured it out. there is an issue with the module not having the proper js file associated with it. I've attached screenshots to compare.

• - thirdparty/jquery-ui-tabs-1.10.3/jquery.ui.tabs.js
  - Core.KIX4OTRS.ConfigItemZoomTabs.js

Are the two lines that need added.

I still haven't figured out the issue with the deployment state.