Couple of departments are using OTRS in our organisation. Each of them are responsible for tickets in some amount of queues.
We've been using dynamic fields, services and SLA recently. It seems that all of these are globally applied to tickets in all queues, which is wanted by some departments and isn't wanted by others. I am wondering whether there is any configuration can make them be applied to particular queues. In other queues, these fields are not even visible. I would guess no. Just need a confirmation.
Dynamic fields and services applied to queue level?
Moderator: crythias
Dynamic fields and services applied to queue level?
OTRS version: 3.1.12
OS: CentOS 5.5
LDAP: Microsoft Active Directory
Mail system: Microsoft Exchange
OS: CentOS 5.5
LDAP: Microsoft Active Directory
Mail system: Microsoft Exchange
-
reneeb
- Znuny guru
- Posts: 5018
- Joined: 13 Mar 2011, 09:54
- Znuny Version: 6.0.x
- Real Name: Renée Bäcker
- Company: Perl-Services.de
- Contact:
Re: Dynamic fields and services applied to queue level?
You could use ACLs http://otrs.github.io/doc/manual/admin/ ... n.html#acl
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
-
Giulio Soleni
- Znuny wizard
- Posts: 392
- Joined: 30 Dec 2010, 14:35
- Znuny Version: 6.0.x and 5.0.x
- Real Name: Giulio Soleni
- Company: IKS srl
Re: Dynamic fields and services applied to queue level?
Hi,
to correlate dyn-fields to queues please check: viewtopic.php?f=60&t=24116
to correlate services to queues please check: viewtopic.php?f=60&t=11235
There is also an addon that might interest you: http://www.otrs.com/feature-add-on/serv ... e-routing/
HTH
Giulio
to correlate dyn-fields to queues please check: viewtopic.php?f=60&t=24116
to correlate services to queues please check: viewtopic.php?f=60&t=11235
There is also an addon that might interest you: http://www.otrs.com/feature-add-on/serv ... e-routing/
HTH
Giulio
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
ITSM and FAQ modules installed.