Hi,
I need a good way to categorize my tickets. I see that I can use Type, Service, or both.
What's the difference between Type and Service? Is there another way to categorize posts?
thanks
Types vs. Services
Re: Types vs. Services
Hi,
it's all in the docs
https://doc.otrs.com/doc/manual/admin/s ... types.html
https://doc.otrs.com/doc/manual/admin/s ... vices.html
and yes, categorisation is possible with e.g. dynamic fields.
Flo
it's all in the docs
https://doc.otrs.com/doc/manual/admin/s ... types.html
https://doc.otrs.com/doc/manual/admin/s ... vices.html
and yes, categorisation is possible with e.g. dynamic fields.
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
Re: Types vs. Services
Thanks for those links, I've already been through them.
It seems to me the main difference between types and services, is that I can configure an SLA for a service (but not a type).
Is there a best practice here? Should I just use the free fields option to categorize the tickets?
Thanks
It seems to me the main difference between types and services, is that I can configure an SLA for a service (but not a type).
Is there a best practice here? Should I just use the free fields option to categorize the tickets?
Thanks
Re: Types vs. Services
Hi,
services can also be used without SLAs.
one possibilty is to use
type = type of request
service = topic of the request
Depending on your needs (and these are your best practices) you can use additional dynamic fields to specify a software version or a root cause
e.g.
type = incident
service = application x
and dynamic field version = 10.2
and root cause dynamic field = disk space full
this is free for you to decide and to configure.
Flo
services can also be used without SLAs.
one possibilty is to use
type = type of request
service = topic of the request
Depending on your needs (and these are your best practices) you can use additional dynamic fields to specify a software version or a root cause
e.g.
type = incident
service = application x
and dynamic field version = 10.2
and root cause dynamic field = disk space full
this is free for you to decide and to configure.
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.