Process Management and ITSM

cbruigom · Post by **cbruigom** » 09 Feb 2016, 13:24

We are having difficulty getting the priority calculated based on Criticality and Impact when logging process tickets. In fact it seems to ignore the CIP matrix completely. Comparing AgentTicketPhone.pm and AgentTicketProcess.pm it would seem none of the ITSM functions are within the process file.

Anyone come across this or have any suggestions on how we can get process tickets to use CIP?

OTRS 4.0.10, Linux Ubuntu

Regards,

cbruigom · Post by **cbruigom** » 16 Feb 2016, 16:43

Anyone seen or noticed this before? Still hoping to find out why this may be....

wurzel · Post by **wurzel** » 16 Feb 2016, 21:24

Hi,

AFAIR it only works for standard tickets.

You may try with the latest Version 5.0.x

Flo

cbruigom · Post by **cbruigom** » 18 Feb 2016, 20:36

Hi Flo,

So is the ITSM capability like CIP matrix on process tickets developed in OTRS 5?

Regards,

wurzel · Post by **wurzel** » 19 Feb 2016, 15:28

Hi,

I am not a developper and i do not know the development. You may ask the vendor (xxx / otrs.com) or get involved in OTRS github.

Florian

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Process Management and ITSM

Process Management and ITSM

Re: Process Management and ITSM

Re: Process Management and ITSM

Re: Process Management and ITSM

Re: Process Management and ITSM