How edit services on opened tickets

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mvergara
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Real Name: Mauricio Vergara
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How edit services on opened tickets

Post by mvergara » 02 Dec 2019, 22:22

Hi: Does anyone how enable the agent to change /edit the service associated with an opened ticket?
I just can do that with a new email /phone ticket, but not with a previous created ticket.
_Snap_001_2019.12.02_15h21m18s_.png
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zzz
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Re: How edit services on opened tickets

Post by zzz » 03 Dec 2019, 14:33

Hey,

Search for the system configuration „###Service“ and you‘ll find all windows where you can enable the service field.

Best regards
Emin
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mvergara
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Posts: 2
Joined: 11 Jan 2018, 15:36
OTRS Version?: 6.0free
Real Name: Mauricio Vergara
Company: Open IT Networks

Re: How edit services on opened tickets

Post by mvergara » 03 Dec 2019, 21:22

Emin:
Thanks for your answer.
I enabled all the options under "###Service", but even now I can see the services under "additional ITSM fields" still I cant see on the empty answer pop up windows (take a look to the screenshot).
What could I still be missing?
_Snap_003_2019.12.03_14h15m24s_.png
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root
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Re: How edit services on opened tickets

Post by root » 04 Dec 2019, 07:19

Hi Mauricio,

It's not possible to change the service when replying.

- Roy
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