Phone Ticket vs Email Ticket

[kazevil]

Dear All,

first of all, happy new year all all the best for 2011.

While starting to use OTRS, I found a difference between creation either phone or email tickets.
In the phone tickets, the agent can select the Impact, while in email ones this field is not available.

Does anybody know, how I could make it available for both??

Thanks

Kaz

[crythias]

What is "impact"?

[Wolfgangf]

... comes from the ITSM package

Kaz,
I did not reconize this, and I'm using ITSM since more than a year! Congrats

I had a quick look to the code and the section for impact is simply missing in AgentTicketEmail.dtl while implemented in AgentTicketPhone.dtl

Either it's not shown by Design or simply a bug ...

[kazevil]

Hi All,

I just come back on this point briefly.

First of all it looks like that in 3.0 the impact isn't used anymore. Sounds strange for me. I will be looking deeper and see what will really happen with the new version.

About the "bug" in email ticket, here is a workaround to implement the Impact in the email tickets:

Edit the file ./Kernel/Output/HTML/Standard/AgentTicketEmail.dtl (make a backup from it first ) and go on line 371 to add the following lines:

Code: Select all

    371 # ---
    372 # ITSM
    373 # ---
    374                     <tr>
    375                         <td class="contentkey">$Text{"Impact"}:</td>
    376                         <td class="contentvalue"> $Data{"ImpactStrg"}</td>
    377                     </tr>
    378 # ---

Save the file and it's done !!

Cheers

[jojo]

Impact is ITSM dependend. So you need to install the ITSM Modules

[kazevil]

Hi Jojo,

yes I know and that is done since a while. The issue is that even with ITSM module installed, the Impact information is only available while crea^ting a phone ticket. In the email ticket you just have the Service, SLA and Priority. The own solution, at least that I found, is to modify the dtl to add the Impact field in the email ticket creation formular. Then it works fine, you can select the Service and the impact and OTRS set the priority automatically!

Cheers

Kaz

[wipeout_630]

I noticed something else. When I upgraded to ITSM 3.0.4 the "Impact" selection is no longer available in either Phone or Email tickets. The field is still shown but it is just the label. I've tried adding the lines specified to my current theme but it still does not function. When I check the ITSM General Catalog, ITSM::Core:Impact is still available and can be modified but it does not function. Further more, the "Impact <-> Priority <-> Criticality" matrices are still available for modification. Should this be submitted as a bug?

[wipeout_630]

Apparently I had a few ITSM packages installed incorrectly. Reinstalling them and recreating the themes with the new 3.0.9 modifications fixed the problem.