category drop down list on ticket

[bionicguy]

Hi Guys, anyone knows how to add "category" drop down list on the ticket so that when you create a ticket, you have the option to use what category falls the problem. This is for tracking and reporting purposes. (Example category: desktop,network, system,hardware then under this has a sub category to choose.)

Much appreciated for your help.

[Mothra]

Hi Guys, anyone knows how to add "category" drop down list on the ticket so that when you create a ticket, you have the option to use what category falls the problem. This is for tracking and reporting purposes. (Example category: desktop,network, system,hardware then under this has a sub category to choose.)

Much appreciated for your help.

Enable Services, via Ticket -> Core::Ticket Ticket::Service. You'll get a new area in the Admin UI called "Services". In here, you should define a hierarchy of the services you provide. Here is a suggestion on the layout that worked for me:

-Physical Location (e.g. Data Centre, Office)
-- Network Location (e.g. 10.0.12.0, 192.168.1.0, or any specific names you have for your networks)
---Hardware (e.g. Server, Router, Desktop Computer)
---- Operating System (e.g. Windows, Linux, OS X)
-----Software (e.g. MS Office, MS Exchange, Apache, OTRS, MySQL)

Along with Services, you get SLAs. I find the best way to use SLAs is to rename them as "Issue" or "Problem" in the Customer UI. Customers don't want to think about (let alone understand) SLAs - but they can grasp the idea of a service that they have an issue or problem with.

So, for example, the service "Windows XP" could have an SLA called "Unable to log in" with a relatively short first response time (as it's reasonably urgent), whereas it could also have an SLA called "Desktop Background Change" with a very long first response time, as the issue is arguably less critical.

Hope this helps.

[crythias]

Alternatively, don't neglect using the names of Queues to categorize tickets. In some cases, it makes the most sense because the queue's name would help determine the best agents to complete/own the ticket.

[bionicguy]

@Mothra and Crythias

Thanks for your immediate reply.

I have tried to enable it Ticket::Service - Yes then add service on the service management and Add sample SLA but when I click new phone ticket, the service and SLA fields appeared but the category(service) is empty.

I have attached the sample ticket.

[Ticntura]

I have the same issue where the customer isn't identified!

is it possible to set the services in a unknow customer, without create a 'dummy' customer?

By
Ale

[Mothra]

@bionicguy & Tinctura

Unfortunately not - for the services to appear, the ticket has to be from a known customer. In terms of customers, OTRS is very much a closed system. Customers are also only permitted to raise tickets against the services they are mapped to.

If you want a more open system, you're better off following Crythias's advice, using separate queues for different support requests; however, I'm not sure how well that approach would scale.

[bionicguy]

To all,

Many thanks for the information given.

I would take your advise and explore more as I am just starting to build the system.