Managing Technical Service [SOLVED]

[Liwh]

Dear all,

In my company, we provide 3 business services to customers (Contact Center, IP Telephony & Maintenance). Those 3 services are created in the Services area already.

But from technical perspective, we have to define the problem (ticket) related to what technical area such as Deskphone, AES, Recording ... The technical service may overlap to multiple business services (Ex: deskphone exists in all 3 BServices, but Recording exists in Contact Center only).

For now, I have 2 options:
Option A: To set Service & Sub-service for Business Service & Technical Service
Ex: Contact Center > Deskphone + AES + Recording
while IP Telephony > Deskphone
and Maintenance > Deskphone + AES
Option B: To set 1 level Service with 3 CC, IPT & MA only. Then use Dynamic Field to store Technical Services - Deskphone, AES, Recording.

Or if you think OTRS can help me to do in other way? Please help to show me.

Thanks & Regards,
Liwh

[yuri0001]

Choice of technical solutions depends on your further reporting requirements. If the SLA prescribed in detail and includes services and subservices - is to Option A, otherwise - can use Option B or something else.

[Liwh]

Thanks Yuri,
I apply the Option B - as the SLA defines on Business service & customer only. Then using the Dropdown DynamicField to store Technical service.
Rgds,
Liwh

[crythias]

the service as a field is already provisioned. You'll have to enable it in SysConfig.
Services are attached to customers.
SLAs are attached to services.