Impact field is greyed out

[sids1]

Hi,

I have recently installed OTRS 5.0.13 and have also installed all the packages.

I have a dynamic field by the name "ITSMImpact" which is autocreated by the system i.e. one of the packages.
However when I am raising a ticket on behalf of the user whether it is email or phone ticket, the impact field is greyed out. How can I enable them?

I want the priority to be auto selected as per the impact and the criticality which is defined in the matrix.

Thanks in advance.

[sids1]

No one? Any inputs will be deeply appreciated.

[sids1]

If I was not clear earlier. The field is greyed out in the field where the agent raises a ticket. Otherwise I can configure the dynamic field.

[wurzel]

Hi,

select a service first.

Flo

[sids1]

Hi,

Thanks, glad to see a reply finally.
I am a newbie and sadly even the service field is greyed out.

I mean I have created 2 services for testing but they are not reflecting when I am trying to raise a new ticket on behalf of the user. What am I doing wrong?

[wurzel]

Hi

Thanks, glad to see a reply finally.

this is a community forum.

I am a newbie and sadly even the service field is greyed out.

Did you read the documentation?
Did you check all possible areas in the admin area?

You'll find the solution there. CustomerUser <-> Service

regards
Florian

[sids1]

Amazing. Wow, thanks Flo. I am such a noob.

This has confirmed to me that the matrix of Impact <--> Criticality is indeed working.

What I do not understand is that the SLAs can only be set as per Criticality i.e. service and not priority?

I want to set different SLAs for different priorities. How can I achieve that?

[wurzel]

Hi,

you really should read the docs or get a training.

use the generic agent for this. You also want to have a look at ACL.


regards
Florian

[sids1]

Thanks a lot for all your help.

I was able to setup. Yes reading documentation does help

Although I dont understand as to why I am unable to select the impact without selecting the service?
Also why do I need to assign the customer to a service? Cant I uncouple it? That is cant I have the impact selected without selecting the service or the customer user?

[wurzel]

Hi,

you can disable the customer<->service linking. You'll find the option in the sysconfig.

the impact is always linked to a service/criticality.


You can built your own dynamic field with impact values and it would be free to be filled.


Flo

[sids1]

Thanks Flo,
Man I cant believe how helpful you have been.

OTRS indeed is a great ITSM tool. Kudos to its developers and this forum.

In case anyone is wondering and/or having the same problem. There is an option in Core::Ticket and Ticket::Service::Default::UnknownCustomer.

This value has to be set to yes so that services can be enabled to all. Selecting the service will enable the impact.

[wurzel]

Hi,

your're welcome.
want to learn more about OTRS and more nice tricks? Get a training

Flo