Forcing SLA Selection

[jcrimmins]

Is it possible to force customers to choose a service and SLA?

Thanks.

[MichaelR]

ACLs?

[jcrimmins]

I'm referring to when a customer creates a ticket through the customer portal. Customers are given three drop down menus (queue, service, SLA) of which only queue is required to be selected.

I would like to make it so that they choose a service along with an SLA.

[MichaelR]

Change the dtl? Modify 'PossibleNot' to get rid of the default '-'? Use ACLs?

[jcrimmins]

Let me first state this, I am a new user and my knowledge of OTRS is very little. I don't know how to access most of the stuff I've read on the forum as well as I don't know many of the acronyms (ACL, dtl...).

Knowing that, where do I go to edit/create an ACL or dtl?

[MichaelR]

If you go browse the OTRS doco you will find most information there.

ACLs are put in your config.pm
.dtl's are HTML template files in Kernel/Output/HTML/