Search for service in OTRS

[yacine12]

Hi Guys,
How to search for a service ?

[jojo]

via Ticket search...



Again, your questions show that you need to get qualified help on your implementation and also basic and admin training.

[yacine12]

Hi,
don't work !! they give me list of ticket .
I'm not familiar with OTRS,i'm just in internship to get my ingenner diplom
Thank you

[jojo]

for sure you get a ticket list, as service is a ticket parameter. So searching will give you of list of all tickets which have the searched service assigned.

Internship is not a good excuse. The company which want's you to work on OTRS should invest this will help them and you.

[yacine12]

For the question:
so i can't search for a service.
for the internship:
My internship is to implement ITIL in my campany ,and personalise OTRS for thier needs,it's my first chance to use ITSM tools like OTRS.

[crythias]

How do you want to search for services? Do you have hundreds of services listed and you need to search for the needle in the haystack or you don't know where services are configured?

[yacine12]

Yes this is my question,
i have a lot of service and i want to search for one service .

[artjoms15]

Well there are a lot of options how to do it::

1) Make dependent dropdowns (Service depends on dynamic field value, ACL or custom code customization)
2) Put an Autocomplete dropdown in according .dtl file (e.g. jquery Autocomplete, on new browsers speed will be bearable)
3) ACL based on Type of the ticket (Similar to the first one, but without any code injections whole Service list will be shown, but ACL'ed values will be greyed out)
4) Give full list, but sort most frequently used Services on the top of list (There is a module written some time ago, but I've lost all the sources, so use this viewtopic.php?f=62&t=12229)
5) Remove real ServiceID field from the customer interface and let the Agent fill in the Service - it also can solve the problem

GL in your internship

[yacine12]

Hi,
Thank you my friend
but in which file do you talk ?service.pm

[artjoms15]

Ohh, JavaScript changes should be ammended to the file "/Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl" and some changes for the creation of dependant dropdowns in the file /Kernel/Modules/CustomerTicketMessage.pm. Please do not touch file Services.pm as it is a system file and without knowing what you are doing some damage could be made to the system.

Cheers,
A.

[yacine12]

Ok thank you