SOLVED - Using services as filter in Search form

[roanselmi]

Hi, all.

My OTRS system is: OTRS 3.3.6 with IIS 7 and MySQL on Windows Server 2008 R2 std.

I have a problem in the Search form: when I use 'Services' as filter, I see only a subset of services in the dropdown menù.
The most part of services set is not present.

I need some input about where I have to look at in OTRS files or parameters to fix this strange behaviour.

Thank you in advance for your attention.

Roberto Anselmi

[roanselmi]

No one has an idea about the reason for this behaviour? It seems that there is something wrong in the way the list of services to show is built, but I don't know where this is done in the code.

[artjoms15]

Hello!

First of all - are you talking about Agent or Customer interface?

If it is customer interface, then you have to assign services to according customer or to set up default services

In case if you are talking about Agent interface, there are 2 possibilities:

1) There is an ACL rule enabled on the search form ( check all your custom code and ACL rules in SysConfig )

2) Children Services are being stripped off from the list

In this case open up file /Custom/Kernel/Modules/AgentTicketSearch and lookup for the string ~ line 519

Code: Select all

 # build service string
        if ( $Self->{ConfigObject}->Get('Ticket::Service') ) {

            my %Service = $Self->{ServiceObject}->ServiceList( UserID => $Self->{UserID}, );
            $Param{ServicesStrg} = $Self->{LayoutObject}->BuildSelection(

Edit it. Add param KeepChildren for the ServiceList() method. After it ticket Search should show all your services

Code: Select all

 # build service string
        if ( $Self->{ConfigObject}->Get('Ticket::Service') ) {

            my %Service = $Self->{ServiceObject}->ServiceList( UserID => $Self->{UserID}, KeepChildren => '1', );
            $Param{ServicesStrg} = $Self->{LayoutObject}->BuildSelection(

[roanselmi]

Ciao, Artjoms15.

Appreciate your help, thanks.

I talk about agent interface (sorry).
I try for your hints and then tell you if I was able to let them works.

Again, thanks a lot.

Roberto

[roanselmi]

Hi, artjoms15.

I use your suggestion and now everything's works great!
In the Search form now all the services appear in Service field to be choose.

Thanks a lot.

Roberto

[artjoms15]

I am glad I could help