Znuny and ((OTRS)) Community Edition

Thanks for those links, I've already been through them.

It seems to me the main difference between types and services, is that I can configure an SLA for a service (but not a type).

Is there a best practice here? Should I just use the free fields option to categorize the tickets?

Thanks

here are the images:

https://www.screencast.com/t/UmMXk6NpaK

https://www.screencast.com/t/wbWdV1sO7

Hi, When I change a ticket owner a note gets added to the ticket. Note subject: please take care of this ticket Note body: now you are the owner Both of these are configurable in Ticket::Frontend::AgentTicketOwner I want the subject and the body to also include the name of the new owner, so I tried ...

Hi,

I need a good way to categorize my tickets. I see that I can use Type, Service, or both.

What's the difference between Type and Service? Is there another way to categorize posts?

thanks