Customers <-> Services mapping doesnt work automatically

[aho]

Guys,

Currently I'm playing with OTRS 3.2.9
I created customer and map it into specific services. The goal is to set specific SLA into the specific customers, e.g Customers <-> Services <-> SLA.
For example:
Customer A <-> Gold <-> 24x7 Services.

Here is my config:
On Ticket -> Frontend::Customer::Ticket::ViewNew, I disable CustomerTicketMessage###Service and CustomerTicketMessage###SLA.
I assume that I already map the customer to specific Service and SLA, thus I dont want customer select service and SLA themselves.

What I want is when customer A submit a new ticket, the ticket automatically linked to 24x7 Services.
However the ticket submitted by customer always goes to default services, which is empty.
I think the problem is on the mapping between Customers <-> Services.

Is it possible to do that?
Any special setting?
Appreciated for any kind help.

Thank you.

[crythias]

It's not really intended to do this.

SLAs (response deadlines) can be attached to services or queues.
A Queue has one group.
CustomerGroupSupport can be enabled and a customer can be a member of one or multiple groups. By default, users group.

If a customer is a member of a group, she will see only queues that are also members of those groups.

Either the customer is going to choose a product (service) she has purchased, and the SLA attached to that service or she'll choose the Queue related to the support level she's entitled to, filtered by the group(s) of which she's a member.

Because a customer can possibly have purchased multiple services, (OTRS has been configured as such) it's not necessarily intuitive to -- anyone -- that the customer is necessarily applying to a given SLA because she submits a ticket. On the other hand, choosing a Queue related to service level ignores the product/service<->SLA altogether and gets right to the response deadlines.

This is not per customer queues. This is service level queuing.

Anyway, it's a thought.

[aho]

Crythias,

Thanks for response.

What I understood about service, service is product that from service provider.
In this case, I sold 24x7 service, 8x5 or Next business day with different price of course.
If customer is allowed to select the service/SLA themselves, they will choose most expensive service.
8x5 customer will open her ticket, but select 24x7 service which is i believe annoying the agent who handling 8x5 case with 24x7 service.

Seems i need to look another way to achieve my goal e.g. mapping manually and modify the code

[crythias]

That's why customer group membership helps.. They can only choose the queue they're a member of.