How to delete service or SLA?

[vanoastro]

Hello all,

I want to delete services or SLA's which are not needed anymore. I run OTRS 2.4 and ITSM 2.1.1.
There is only possibility to add new, update existing or set it as invalid (invalid-temporary).
How can I delete one?

Thanx for response
Regards
vanoastro

[crythias]

In general, it's not a good idea to delete a service or SLA (because it could have been assigned to a customer), but making it invalid is practically the same.

[vanoastro]

Thanks for response, but ...

We are currently just configuring services and SLA's.
That means, that we have "clean" system, without any incident in it. ...
After discussion with customer we decided delete some services and build new SLA's.

BTW: in time, we can use Service Improvement Plan (SIP) and some services could change. Unneeded should be deleted.

We have defined lot of services and it is uncomfortable to read such list.

Ok. But also in case, that we use this system and services are assigned to customer, we should be able to say which services are assigned (blocked?) and be able to inactivate them. And of course delete them. The same with SLA's.

So the question again. It is possible to delete services and SLA's.

Thanks

[crythias]

It cannot be done through the interface. You can delete from the table via phpmyadmin or mysql command line. Backup first.

[jojo]

and only if they were never used in the system!

[vanoastro]

I've tried to reuse the old one. For me it is ok - in my case.
I'm able to change the name of service! That means ... it is OK or NOT?
What , if that service "was" connected or assign to customer? I've got no warning. - and ... The service was active.

[crythias]

Services are applied to customers. If you change the name of the service, the index/id of the service sticks with the customer. If the service was Email and you renamed it Plumbing, that may not make sense. If the service was Email and now it says E-Mail, that's probably ok: the index of the ticket is still the link. Which way do you think OTRS should behave? No, you can't change names and therefore if you misspell or mis-categorize you need to deactivate and try again?

If the service was connected or assigned to customer... you can check that from the customer <-> service interface.

[vanoastro]

Ok. We can close this discussion.
I understand the purpose of Service management in OTRS. I've just gave a notice, that for me it is uncomfortable to have unneeded services in my list. It is not so easy manageable.

Thank you. I stay with OTRS::ITSM. ... OTRS is the one and best solution what I found as open source tool for ITIL.