No service in dropdown box

[naimson]

Hello.
We are faced following problem.
We are try to register ticket for customer, when we search customer from “*To customer user:” by inserting first close match symbol, there is not service in dropdown box appears and we cannot assign to which service this ticket related.


BUT when we choose customer from [Customer user] link:





Service is appear in dropdown list, but it seems like customer wasn’t be choose.




We use OTRS 3.3.6 and ITSM. DB is ORACLE 11g .

Please help us to resolve this problem. We also see the claim on the same issue by following link:

http://otrs.ru/forum/viewtopic.php?f=5&t=1271

[Wolfgangf]

does your customer have services assigned or do you have default services activated?

[naimson]

does your customer have services assigned or do you have default services activated?

When we assigned service as default everything start working, this symptom
appears when we assign service separately per customer.
But we need assigning per customer . Do you have any idea how to fix it?

[xax0]

This is expected behavior from OTRS. It is a must to assign customer user to service, because service is associated with SLA.

If you do not assign default service for all customers, you have to associate your customer user to service.

I can see that you have lots of dodgy characters in your customer user name - this could cause another issue, as you are not able to type the customer email correctly (OTRS uses customer user email do identify the customer user).

Hope that helps.