[SOLVED]Enable SLA's for incoming email tickets

[kool_kid]

Hi,

Service/SLA works good when creating new email/phone tiket. We dont want to use the customer interface as of now, so our tickets will be generated either when agent creates manually through phone/email ticket or the customer sends us an email. My question is regarding latter part, how do we assign SLA/Service when customer is sending us email.

Regards
Kk

[Wolfgangf]

you might use a postmaster filter and set the SLA there

[kool_kid]

No, I want to give this option to agents like we have in new phone ticket or new email ticket.

[sfs]

You have this option in TicketZoomView - 'Additional attributes' (I am not sure the exact spelling as I'm using localized version, anyway it's between 'Priority' and 'Merge'). You can manually change service and SLA for a ticket this way.

[kool_kid]

Thanks. I found it. when we click Priority it gives option to change Service/SLA.

Regards
Kk

[mshi]

Hi,

I want enforce agents to select Service and SLA for each ticket when dealing with it.

How make "Service" and "SLA" to be mandatory?

Thanks in advance.

Mshi

[heindl]

Hello!

Is the problem about mandatory SLA and ServiceID (in the customer interface from OTRS3) resolved now?

Thanks
Charly