Types vs. Services

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Jason77
OTRS newbie
Posts: 4
Joined: 04 Jul 2019, 16:09
OTRS Version?: 6.0.16

Types vs. Services

Post by Jason77 » 08 Jul 2019, 13:19

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

wurzel
OTRS guru
Posts: 2763
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Types vs. Services

Post by wurzel » 08 Jul 2019, 22:09

Hi,

it's all in the docs

https://doc.otrs.com/doc/manual/admin/s ... types.html
https://doc.otrs.com/doc/manual/admin/s ... vices.html

and yes, categorisation is possible with e.g. dynamic fields.

Flo
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
    OTRS 7 SILVER

    -- 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.

    Jason77
    OTRS newbie
    Posts: 4
    Joined: 04 Jul 2019, 16:09
    OTRS Version?: 6.0.16

    Re: Types vs. Services

    Post by Jason77 » 09 Jul 2019, 11:31

    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

    wurzel
    OTRS guru
    Posts: 2763
    Joined: 08 Jul 2010, 22:25
    OTRS Version?: 6.0.x

    Re: Types vs. Services

    Post by wurzel » 09 Jul 2019, 19:39

    Hi,

    services can also be used without SLAs.

    one possibilty is to use

    type = type of request
    service = topic of the request

    Depending on your needs (and these are your best practices) you can use additional dynamic fields to specify a software version or a root cause


    e.g.

    type = incident
    service = application x

    and dynamic field version = 10.2
    and root cause dynamic field = disk space full


    this is free for you to decide and to configure.

    Flo
      ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
      OTRS 7 SILVER

      -- 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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