Tickets: Service assignment

[_-Flo-_]

Hello,
at first a description of the current situation:

Employees send an email to "support@Company.de" and the content of the email gets converted to a ticket in OTRS.
To implement the "criticality<->impact<->priority"-matrix, I have to define SLA's and services, which I can assign to Tickets.
However I can only assign a Service, if the sender of the email is a customer who is unlocked for the corresponding service.

I could manually search every single employee of the company via the Customer Database in OTRS and could manually assign the services. But with hundreds of employees that would be too much effort.


...Now to my question:

Is there a possibility, to assign Services to Tickets when the customer is not unlocked for services or rather when the service is not assigned to the customer??

If someone has another possibility to solve this problem, please post it.

Thank you very much!



Florian

[Wolfgangf]

See the answer in the German forum