SOLVED - How to make all the service fields mandatory in mult-service environment?

[hkshetty]

Dear All,

We have implemented the 3 layers of services in OTRS (three layers of services, for ex : Service, Sub-service 1 and Sub-service 2). ). To do so, I have installed the "OTRSMultiServiceSelect" feature add-on and it works fine.

Scenario:
========

When you select the main service (from the drop down list), the sub-service1 field appears and when you choose the option from the list, the sub-service2 field appears. This is as expected. However, here I have noticed that after selecting the first set of service (main service), even if you skip to choose the sub-service1, an agent is able to create a ticket.

My question is, can we make the sub-services fields mandatory? If yes, could you please advise, how to do so?

Please find attached the 3 layer service structure in OTRS for your perusal.

Thanks & Regards
Deepak
OTRS - 4.0.7
Ubuntu - 14.04
Apache - 2.4.7
MySQL - 5.5.41

[crythias]

You should look at the template code. But you are providing an awful user experience. Instead it would probably be better to change 6 to 9 clicks to one fuzzy search.

[hkshetty]

Dear Crythias,

Thanks for your time and feedback! May I know where to look for the template code?
Also, I did not understand what you meant by "it would probably be better to change 6 to 9 clicks to one fuzzy search". Could you please elaborate on this?

I appreciate your time on this.

Regards

[crythias]

The template code is the .tt or .dtl

Your interface requires at least 6 clicks to choose three entries. And you have to wait for population.
click (dropdown). click (choose)... wait.. click (dropdown). click (choose). wait. click(dropdown) click(choose). And of course you made all of those mandatory...
Add an extra mouse click if you actually have to scroll.

fuzzy search: input box start typing and choose the proper entry. It's javascript and you'll have to create the option list yourself. It's beyond the scope of this topic, and yet is probably somewhere in this forum. You know what the template markup is, or else you wouldn't have a three select box service.

[hkshetty]

Thanks Crythias!

I appreciate your feedback!

I want to clarify that the not all the services field has been made mandatory. We have 3 drop down list for services now, where the first one is mandatory to be selected by default. I want to make the rest two services fields mandatory. Is this possible to achieve? If yes, can you advice on this please?

Challenge: At present, users are just selecting the first service field (which is mandatory by default) and are ignoring the next two fields. I want to make the other two service (sub-service) field mandatory too. Is this possible?

Your co-operation is much appreciated!

Regards
Deepak
OTRS - 4.0.7
Ubuntu - 14.04
Apache - 2.4.7
MySQL - 5.5.41

[jojo]

Please open a ticket with the OTRS Group if you have questions as a service customer. Especially if a exclusive moudle is used.

There is a config option to set the needed levels as mandatory: OTRSMultiServiceSelect::RequiredLevel

[hkshetty]

I found it

Will mark this as solved.

[hkshetty]

Solved!

[chefski27]

Hi,

I'm new to this forum and have not seen any other mention of making services mandatory in multi-service environments so am opting to re-open this thread. On that note, I'm wondering for OTRS 6, is there a built-in solution that replaces OTRSMultiServiceSelect::RequiredLevel or some equivalent that exists?

I can't find this anywhere in the system configuration options (we upgraded from OTRS 4 to v6 only last year), and since then have been experiencing issues with the highest selection of services being the root level service. An example of this is that Service 1 is becoming the most frequently selected service, when Service 1: Sub Service 1... Sub Service x exist.

I look forward to your response.

Thanks,

[root]

Hi Barret,

There is only one seervice you can select for a ticket. But to prevent the first or second level to be selected you can enable the System Configuration Ticket::Service::KeepChildren. After this just disable e.g. the first level and/or second level service to have them not selectable.

Your service will be Level1::Level2::Level3

Hope this helps,
Roy