OTRS 3.0 - services and SLAs

[enderb]

Hello,

We are using OTRS 3.0 and we want to configure the customers interface for creating tickets in such manner that the client will choose the service and SLA.

I have configured several services, i have defined three SLAs and related them with the services. At the first try it looked as working but now i can`t get it right.

I am configuring SystemAddress for destination when creating ticket. Default Queue is Postmaster. The SLA and Service options are active.

The behaviour is that when you are creating a new ticket, the fields are not populated.
What are the steps to configure OTRS in order to have visible the following options when creating a ticket :

TO: <Realname>
Service : ....
SLA : ...

Thanks.

[jojo]

you need to assign Services to Customer Users via Admin Frontend

[enderb]

Hi jojo. Thanks for your quick reply.

The customers are already assigned to services.e I have my own "customer" account and i have assigned to myself all the available services.
So:
- i have defined services
- i have defined SLAs
- i associated SLAs to Services
- i associated services to customers
- i have configured default queue
- i set the "TO" field with SystemAddress value.
- Services and SLA options are set to "Yes" in the Ticket core config page.

I dont get what i`m missing here.

[Wolfgangf]

did you configure "default services" ?

[enderb]

I suppose I did. If that means setting "Yes" in core ticket admin page. Correct me if I`m wrong.

[jojo]

you need to do this via Customers<-> Services in Admin Frontend

[enderb]

Hi Jojo,

I have a default service defined.

Is there an issue with multiple services for one SLA? I guess not.

What could be the cause for which the drop lists are not populated with values...
Default service - defined; customers-services defined ; services-SLAs defined
default queue defined..

[crythias]

You don't get to see services until you choose the Customer. You don't get SLAs until you choose the Service.

[enderb]

You don't get to see services until you choose the Customer. You don't get SLAs until you choose the Service.

Hello,

What i have done was : I configured the New Ticket interface with SystemAddress (which is defined) instead of Queue, and i checked the Service and SLA options to be visible in the customer interface for creating new tickets.. but I`m getting empty fields.

[enderb]

I guess the problem comes from setting CustomerPanelSelectionType=SystemAddress and CustomerPanelSelectionString=<Realname>. I have only one system address defined and the list is emtpy when creating a ticket.

[jojo]

please cross check with Queue instead of System Address

[enderb]

What do you mean? The thing I want is to use System Address instead of queue. I`d even like to get rid of System Address/Queue selection in the ticket creation process. Choose only the Service and SLA lets say.

[enderb]

I have tested with the following settings :

Ticket::Frontend::CustomerTicketMessage###Queue=NO
Ticket::Frontend::CustomerTicketMessage###Service=YES
Ticket::Frontend::CustomerTicketMessage###SLA = YES
CustomerPanelSelectionType=Queue
CustomerPanelSelectionString=<Queue>

Default queue defined, default service defined.

Now I can select the service in the list but the SLA list doesnt get populated afterwards. Any hint?

[enderb]

Now, even if i made no other changes than associate all the services to my customer account, it is not working anymore. Very weird.. sometimes there are values in the list, sometimes the dropdown lists are empty (after a refresh for example, or when you click New Ticket even if you`re already in the ticket creation page).

[enderb]

I have the same question, if anyone can answer:

By which method/configuration can I have in the customer "New ticket" interface only the "Service" and "SLA" fields. The queue can also be visible but also can be left invisible with a default value.

I have managed to have visible only the Service and SLA fields but it doesn`t work.. sometimes the fileds are containing values sometimes they are empty.

Thanks