Provide Agents access to all Services without Customer Mapping

[puneet2906]

Hi,

I want agents to be able to select services for customer based upon the Ticket information in OTRS.
Is it possible to make list of all services available to agents without doing any mapping for Customer with Service.
Actually, I don't have a mapping of services with customer users.

Thanks,

[crythias]

You can set default services available to all customers, but you *still* need to select a customer before you select a Service, even if it is a service that all Customers have access to.

[EXG133]

And yes, this means customers creating are shown ALL services as well. This is a cause of great confusion for our users, we have almost 600 services.

I think a major improvement would be adding a way to define customer facing and IT facing services. Customer facing is what customers can select, customer facing + IT facing are what agents can select.

[voiprodrigo]

Can't you do that with ACL's?