Source string Read only

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Context English State
Use this screen to get a list of service level agreements directly in the agent interface. The *SLA* menu item is available in the *Services* menu of the main navigation bar.
SLA Overview Screen
To see the details of a service level agreement:
Click on the row of a service level agreement.
Service Level Agreement Zoom Screen
The *Service Level Agreement Zoom* screen has an own menu.
At the bottom of the screen the associated services are displayed. If you click on a service, the :doc:`service` zoom screen will open.
Tickets
After installation of the package some new fields will be available in the ticket screens.
New Email Ticket
After installation of the package some new fields will be available in the *New Email Ticket* screen.
New Email Ticket Screen
New Fields
Select a service for the new ticket.
Service Level Agreement
Select a service level agreement for the new ticket.
To make these fields mandatory, enable these system configuration settings:
``Ticket::Frontend::AgentTicketEmail###ServiceMandatory``
``Ticket::Frontend::AgentTicketEmail###SLAMandatory``
New Phone Ticket
After installation of the package some new fields will be available in the *New Phone Ticket* screen.
New Phone Ticket Screen
``Ticket::Frontend::AgentTicketPhone###ServiceMandatory``
``Ticket::Frontend::AgentTicketPhone###SLAMandatory``
Ticket Zoom
After installation of the package some new fields will be available in the *Free Fields* window of *Ticket Zoom* screen.
Free Fields Window
``Ticket::Frontend::AgentTicketFreeText###ServiceMandatory``
``Ticket::Frontend::AgentTicketFreeText###SLAMandatory``
ITSM Incident Problem Management
The service desk (which, according to ITIL, is not a process but a function) is usually the ticket system's main field of application. All user messages and notifications from system monitoring and internal IT organization converge here. The ITIL service management process, closely interwoven with the service desk, describes which work steps, information, escalations and/or interfaces are relevant in connection with the processing of incidents or service requests.

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OTRS 7 / OTRS::ITSM ManualEnglish

New source string a year ago
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Glossary

English English
No related strings found in the glossary.

Source information

Flags
read-only
Source string location
../../content/itsm-core/agent/tickets/new-email-ticket.rst:19 ../../content/itsm-core/agent/tickets/new-phone-ticket.rst:19 ../../content/itsm-core/agent/tickets/ticket-zoom.rst:19
String age
a year ago
Source string age
a year ago
Translation file
locale/content.pot, string 846