Services not available in tickets

[Laizenhoff]

Hi all,

When a new ticket is created by a agent and a customer user linked to the ticket, the services dropdown list is available with all linked services.

But when a customer logs a ticket by sending an email, there is no option to select the service. The customer info is populated correctly in the customer user field.

Any advice will be appreciated.

Kind regards,

Laizenhoff

[Laizenhoff]

After finding this https://www.otrs.com/otrs-business-solu ... ategories/ it seems that my system does not have the option: Types <-> Services. Thus I cannot link ticket types to services. Types have been created and are available when an agent creates a ticket.

Although, type can not be changed when a ticket is logged by a customer via email, the type is set to the default "unclassified"

Anyone know how I can set the system so that Type can be changed when a ticket is logged by a customer via email?

Regards,

L

[wurzel]

Hi,

you should have a option CustomerUser <-> Services


There is an option in sysconfig for "Services for unkown users available" or similar. You can enable this if you like.


Florian

[Laizenhoff]

Hi Florian,

Thanks, but this option is enabled already.

Types <-> Services does not seem to be available for some or other reason.

Any other thoughts?

Kind regards,

L

[root]

Types <-> Services does not seem to be available for some or other reason.

The feature you describe is afaik part of the OTRS Business Solution and not free available. You should achieve the same by using ACLs.