[otrs] How to hide SLA and show Criticality fields to Customer?
Estevam Viragh
Hi list,
Couple questions:
1) Anyone know how to hide the SLA field from the user when he/she opens a ticket?
I have a generic agent job that sets the SLA for me based on priority but would be great to hide this field from user to avoid “expectations”…
2) What about showing the impact field to customer?
I have removed the customer ability to set the priority and by having the customer setting the impact, this would result (I hope) on a priority based on the criticality<->impact<->priority matrix…
I tried to do it by enabling the field freetext13 but it gives me a text field as opposed to a drop down list…
Thanks so much in advance.
Regards,
Estevam Viragh
This e-mail and any files transmitted with it may contain PRIVILEGED or CONFIDENTIAL information and may be read or used only by the intended recipient. If you are not the intended recipient of the e-mail or any of its attachments, please be advised that you have received this e-mail in error and that any use, dissemination, distribution, forwarding, printing, or copying of this e-mail or any attached files is strictly prohibited. If you have received this e-mail in error, please immediately purge it and all attachments and notify the sender by reply e-mail.
Marco Vannini
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
Estevam Viragh
Thanks Marco, worked well!
Anyone has any clue about showing the impact field for the customer?
TIA
Estevam