impact field

[checkk]

hi,
i'm a begginer in otrs and my manager asked me to change some configurations.
he wants me to modify the customer ticket view.

how to add the impact field in CustomerTicketMessage ?

thank you very much for your help.

[crythias]

You probably will not be able to do this. Impact is an ITIL field that arguably can't be determined by a [single] customer.

I know it sounds unreasonable, but the impact is based upon the number of people reporting the incident/problem. That would be determined on the agent side. A customer would only know about his own.

That's the explanation.

Now, I realize that being a service provider for a company having a single customer reporting on behalf of a company negates what I just said, but on the other hand, it's arguably just one customer reporting for what you monitor. It doesn't change the request, but it should explain why it is the way it is.

If you want to provide an Impact field outside of this, you may create a Dynamic Field that is labelled Impact and use it as you need.

[checkk]

Thank you crythias for this answer, i will talk with my manager.

[checkk]

Hello Crythias,
according to OTRS parameters, Criticality is linked to service (see service configuration).
Therefore, from our ITIL understanding, user must selecte impact in ticket, for ticket priority calculation.
(see Admin / Criticality <-> Impact <-> Priority menu)
Therefore, even if user impact is big, if service is not critical for the company, ticket will not get top-priority.
Other example: medium impact on a very critical service for the company could get ticket high level priority.

From what you explained: who (and where in OTRS) would impact be selected in ticket management process?
What would be the point of managing impact if, anyway, user says ticket is "top-Priority"?

Thanks,

[crythias]

OTRS assumes that all of the Criticality-Impact-Priority is agent side, and the customer is not aware of this.

There is a longstanding "bug" that says the customer can't set criticality from service, even though they are linked:
viewtopic.php?f=62&p=100925
http://bugs.otrs.org/show_bug.cgi?id=6269
http://bugs.otrs.org/show_bug.cgi?id=4285 (works as designed, agents can change via note).

An individual customer can set his own priority because he can tell you how important it is relative to other tickets he has submitted.

This isn't necessarily the same as your priority to address.

What would be the point of managing impact if, anyway, user says ticket is "top-Priority"?

If it's a problem that affects one person high on the org chart, the impact is either "one person" or "VIP" (But still top Priority) but it could also be a customer just being impatient with his own system (Paper jam of his personal, non-networked printer) He may have the personality that all such things are "urgent" for him. But still that's something you'd want to know how many users are affected. "Top Priority. I can't access the web" oh. kay. is it just you or is everyone affected?