Auto choose Service and SLA for Customer

[alfar]

Hi,

I have email@domain.com to which my Customers from a Company sends tickets.

OTRS opens for each email new ticket, but in those tickets there are no Service and no SLA chosen.

This Company has only one service which i call "IT Service", and This Company put ticket's into otrs only through email, that's why i need to use auto choose for Service and SLA, when email from the customer arrives.

I was thinking about sht like this
IF CustomerCompanyID = 'COMPANY'
BEGIN
SET ServiceID = 'SERVICE'

END

(SLA should be chosen automaticaly because it is connected to Service is that right ??)

If that will be made i need to do auto choose those things also when adding a ticket through web interface, there should be an option to choose difeerent service if there is more then one service available to this Company, but only one service will be set by default.

Thanks for help
Best regards

[Wolfgangf]

how about a postmaster filter doing the job for you?

[alfar]

Do You mean Generic Agent ??
That would be ok for incoming tickets through email, but i also need to auto select when putting tickets through web interface.

I would like to add feature which will be used in both cases that's why the GenericAgent is not exactly what i was looking for.

Thanks for advice.

Is there any other option to do it in both cases ??

Best regards

[crythias]

you can use my suggestion of javascript to make it happen, though coding might be prohibitive. Or you could use a TicketEvent to handle it after submit... but that's development...

[alfar]

Is there a way to set on web form service field as obligatory ?? That will solve my problem

[MichaelR]

You could use an ACL for the web interface to restrict it down to one choice.
And postmaster filter for the email.

[alfar]

You could use an ACL for the web interface to restrict it down to one choice.
And postmaster filter for the email.

Thanks for advice, i will test it.

Best Regards
Tom