Configuring Services with more than one level

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Joe
Znuny newbie
Posts: 11
Joined: 24 Sep 2013, 21:40
Znuny Version: Version 3.2

Configuring Services with more than one level

Post by Joe »

I do not speak much English I apologize but what I mean is:

I have a problem with the configuration to create services in OTRS.

I need to create:

3 levels of service.

I need three fields, one for each level and that as you select a higher level, just bring up the options for its second level and the third level respectively, but the template only provides a level of services which if I take all the catalog as I have plan to implement, would be so long that users will not have the patience to read the whole thing to select the correct

The solution is to code level anyone can help me?

I need to enter a newticketphone
The version I use is OTRS 3.2
The base that I have is SQL 2008
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wurzel
Znuny guru
Posts: 3232
Joined: 08 Jul 2010, 22:25
Znuny Version: x.x.x
Real Name: Florian

Re: Configuring Services with more than one level

Post by wurzel »

Hi,

OTRS Multi Service Select Feature Add On.
(I think it will be standard in 3.3.x, but I do not really know)

Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- Ich beantworte keine Forums-Fragen PN - No PN please

I won't answer to unfriendly users any more. A greeting and regards are just polite.
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innoinst
Znuny expert
Posts: 150
Joined: 10 Feb 2009, 17:05
Znuny Version: 3.1.10

Re: Configuring Services with more than one level

Post by innoinst »

Joe,
if I understand you correctly you need a dependency beetween different services, e.g. 1st "printer service" -> 2nd "dedicated printers" -> 3rd (choose between) "paper out, toner out, malfunction".

When I'm right with my assumption, than you can make this working through ACL-configuration; I've done this with two levels (category and sub-category bound to a dedicated service), but this should also work with three levels. Additional might be the case that the previously mentioned Addon will do this more smoothly.

Regards,
Wolfgang
Ticketsysteme:
auf Virtual Linux System i686 - Ubuntu GNU/Linux Kernel 2.6.x , Apache2-HTTPS, MySQL5
produktiv
OTRS 3.1.18 slightly patched, ITSM 3.1.10; stuffed with some public valuable packages
ß-System
OTRS 3.1.21 slightly patched, ITSM 3.1.10; stuffed with some public valuable packages
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Joe
Znuny newbie
Posts: 11
Joined: 24 Sep 2013, 21:40
Znuny Version: Version 3.2

Re: Configuring Services with more than one level

Post by Joe »

innoinst

It is exactly what I need.

I have not much knowledge in programming OTRS.

Can you help me?
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innoinst
Znuny expert
Posts: 150
Joined: 10 Feb 2009, 17:05
Znuny Version: 3.1.10

Re: Configuring Services with more than one level

Post by innoinst »

Joe wrote:innoinst

It is exactly what I need.

I have not much knowledge in programming OTRS.

Can you help me?
I can guide you into that direction. Pls. take a look into the manual; there is described how ACLs in OTRS work.
Maybe also an example of dependent ACLs is decribed there.

Additionally, if you use the most current OTRS version, take a look onto the mentioned AddOn.

As you can see through my footer, I currently use OTRS 3.1.latest

Regards,
Wolfgang
Ticketsysteme:
auf Virtual Linux System i686 - Ubuntu GNU/Linux Kernel 2.6.x , Apache2-HTTPS, MySQL5
produktiv
OTRS 3.1.18 slightly patched, ITSM 3.1.10; stuffed with some public valuable packages
ß-System
OTRS 3.1.21 slightly patched, ITSM 3.1.10; stuffed with some public valuable packages
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Koki75
Znuny newbie
Posts: 96
Joined: 04 Apr 2013, 15:05
Znuny Version: 3.2.4
Real Name: Martin Kokot
Company: iSAX GmbH & Co. KG
Location: Dresden
Contact:
Contact Koki75

Re: Configuring Services with more than one level

Post by Koki75 »

Hey Joe,

plz post Your solution :)
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