Hiding Ticket Fields

[andyt]

Hey, I'm needing to hide the priority field for ticket creation but can't find a way to do this - essentially it's an unnecessary label we won't be using on our implementation... any help would be amazing, thanks in advance!

[wurzel]

Hi,

Priority is a must. A ticket requires a priority.

The only way (I know) for disabling it in the screen(s) is process ticket with specific dialogues.
But the ticket will alyways get a (default) priority

Flo

[andyt]

Maybe I'm setting this up all wrong - I was going to set 5 priority levels with first response / update times but realising that SLAs can't be applied to priorities so I ditched them and used services with the SLAs set and applied to them... is there a better way to set this up?

[Eggllo]

You might try thinking about it in a bit of the reverse way. One option you could try is to assign a priority based on the service, rather than a service based on the priority. When you make a new service there's an option to give it a criticality, if you edited the Criticality <-> Impact <-> Priority matrix, or assigned services a certain criticality based on your current matrix, you should be able to get a priority that matches your service.

[andyt]

Is that option via the ITSM module - I haven't added that in to the installation.

[Eggllo]

I believe so, and maybe I'm just crazy because I've been working only with OTRS::ITSM for a while, but I thought that services and SLAs were installed together. There's a good chance I'm wrong here though

If that's the case then it's still an option, but it might be a bit excessive to install all of ITSM if this is the only feature you're looking for, you would have to decide if that's something you want to do. I would have to agree with wurzel though, tickets should always have a priority, it's just a matter of getting it properly set up for your use.

[andyt]

If we could pick a service and sla that auto-filled the priority that would be good - bit of a faff to pick all three!

[Eggllo]

The only way I could think of doing that (without ITSM) would be to have generic agents for each group of services/slas that would change the priority based on those services and slas after the ticket is created. Perhaps some custom development might do it, but beyond that I can't be much more help unfortunately

[andyt]

Hey, no probs... all help is gratefully received - it's given me a lot of food for thought so I'm going to go away and bash out some solution that is applicable to our needs.

Thanks again.