Types vs. Services

[Jason77]

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]

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

[Jason77]

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]

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