[SOLVED] Autochange of services
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clockworkorange
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[SOLVED] Autochange of services
Hello, I would like to find some solution for my problem. We have 3 types of services: Begin of problem, Temporary solution, Permanent solution...What we really need is, when a ticket come to que, first service (begin of the problem) is set then agent first time responds to the ticket and the system automatically change service to the second one (temporary spolution)...Is there any way how to reach this? Thanks.
Last edited by clockworkorange on 06 Dec 2013, 17:38, edited 1 time in total.
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crythias
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Re: Autochange of services
A service is what's being fixed. A state is what state it's in.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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clockworkorange
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Re: Autochange of services
I know 
but this is requirement of my manager, so i'm trying to find solution 
there is no need to explain me what it is
but this is requirement of my manager, so i'm trying to find solution there is no need to explain me what it is -
crythias
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Re: Autochange of services
Yes. develop (program) an event.clockworkorange wrote:Is there any way how to reach this? Thanks.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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clockworkorange
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Re: Autochange of services
Do you mean in ..Kernel/System/Ticket/Event/*.pm ?
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crythias
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Re: Autochange of services
That's a reasonably appropriate place to put the file you'll develop.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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clockworkorange
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Re: Autochange of services
Thank you. I really appreciate it I'll do my best to develop the event..
I'll do my best to develop the event..