Do mandatory SLA and service

[shivendra]

In customer ticket , SLA is not mandatory .so customer were not selecting services and SLA .
Our escalation depends on SLA.so we required SLA to be mandatory.
how can we do mandatory SLA fields in customer.pl

[jojo]

you need to change the template file. search forum for this.

But it is not mandatory by intention. Sometimes customers have requests which are not covered by a SLA. So if the customer does not choose a SLA you can not expect an SLA based escalation. On incoming E-Mails also no SLA is set

[shivendra]

WE ARE NOT USING EMAIL TICKET.
And i search but success . i try to change in file CustomerTicketMessage.dtl. but also its not wroking.

[shivendra]

i did some edit

<!-- dtl:block:TicketService -->

<div>
<label for="ServiceID" class="Mandatory">
<span class="Marker">*</span>
$Text{"Service"}:
</label>
$Data{"ServiceStrg"}
<div id="DestError" class="TooltipErrorMessage" ><p>$Text{"This field is required."}</p></div>
<div id="DestServerError" class="TooltipErrorMessage NoJavaScriptMessage$QData{"ServiceInvalid"}" ><p>$Text{"This field is required."}</p></div>

<div class="Clear"></div>
</div>


<!--dtl:js_on_document_complete-->
<script type="text/javascript">//<![CDATA[
$('#ServiceID').bind('change', function (Event) {
// make sure the ticket is not yet created on service change
$('input#Expand').val(1);
Core.Form.Validate.DisableValidation($(this).closest('form'));
$(this).closest('form').submit();
});
//]]></script>
<!--dtl:js_on_document_complete-->
<!-- dtl:block:TicketService -->



but still no success.

[irba]

Can SLA be mandatory for some services and non-mandatory for some others?
Is there any ACL to achieve it? And if yes, where can I find a similar one (ex. an ACL that has the same logic).
Any help is appreciated