How can I assign Services to NON-Customers?

[shostakovich]

Hi,

we're using the Criticality-Impact->Priority matrix and therefore we're using services. All our services are defined as default services, so the- y apply to every customer.

There's a problem: in incoming mail or when creating an email ticket to someone, who is not customer, the ticket will be created without a customer binding. Services can not be assigned and so the whole criticality/impact/prio calculation is not available.

- I'd love to expand the default services to anybody, no matter if he's in a customer backend or not. Is there a possibility to achieve this?

TIA
Michael

P.S.: I'm also thinking about having it auto creating customers, but I doubt the services list would be fed at emailticket create time.

[crythias]

Incoming mail can be set for X-OTRS-Service in PostMasterFilter.

Edit Default Services in Customer<->Services

[shostakovich]

Thanks Crythias, but:

Incoming mail can be set for X-OTRS-Service in PostMasterFilter.

The problem is, the Criticality-Impact-Prio is set with AJAX while user interacts in OTRS forms. So our agents set Type/Service/Priority of incoming mail manually. But they cannot set a service, because no one is definable if a Ticket has no user. If I set it via Postmaster filter, the value for Service probably will be deleted in the form.
If I create an E-mail ticket for someone, who's not customer, I also cannot set a service.

Edit Default Services in Customer<->Services

Yes, but as I said, this is about Non-Customers.

[crythias]

You can't. Probably because services have implication of SLA (even if not) but the other implication is the service has to be purchased from you as a provider, and it's just as likely to assign a purchased product to a person who walks through your door as a service that they didn't buy as your customer.

This doesn't answer your question, and I understand that, but that's the (apparent) logic behind why you can't do what you ask.