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The service management screen is available in the *Services* module of the *Ticket Settings* group.
Add Service Screen
Service Settings
Select a type for the service. The possible values come from :doc:`../administration/general-catalog` added by the package.
Criticality
Select a criticality for the service. The possible values come from :doc:`../administration/general-catalog` added by the package.
*itsm-service*
Group for accessing the *ITSM Service* screen of the agent interface.
In order to grant users access to the *Services* menu, you need to add them as member to the group *itsm-service*.
Service
Use this screen to get a list of services directly in the agent interface. The *Service* menu item is available in the *Services* menu of the main navigation bar.
Service Overview Screen
A view on services and configuration items, including information on each object’s current state, allows you to analyze an incident and calculate the incident’s impact on affected services and customers, and service level agreements and linked configuration items are also displayed. For each configuration item, the current incident state is shown. In addition, the incident state will be propagated for dependent service level agreements and configuration items. If a service is selected, the service details will be shown, now with the additional current incident *State*, which is calculated from the incident states of dependent services and configuration items.
Service states can have one of the following three values:
Operational (green)
Warning (yellow)
Incident (red)
The propagation of the incident state will be carried out if configuration items are linked with the link type *depend on*. Here the following rules apply:
If a configuration item is dependent on another configuration item, which is in the state *Incident*, the dependent configuration item gets the state *Warning*.
If a service is dependent on configuration items, and one of these configuration items has a state *Incident*, the service will also get the state *Incident*.
If a service is dependent on configuration items, and one of these configuration items has the state *Warning*, the service will also get the state *Warning*.
If a service has sub-services, and one of these services has the state *Incident*, the parent service will get the state *Warning*.
If a service has sub-services, and one of these services has the state *Warning*, the parent service will get the state *Warning*.
The states of the respective services, sub-services, and configuration items will be shown in the view.
Read the chapter about configuration item :doc:`../../../itsm-configuration-management/agent/cmdb/overview` to setup the dynamic calculation of service states.
To see the details of a service:
Click on the row of a service.
Service Zoom Screen
The *Service Zoom* screen has an own menu.
This menu item opens the standard link screen of OTRS. Services can be linked to any other objects like FAQ articles, services, tickets or configuration items. Existing links can also be managed here.
Link Service Screen

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OTRS 7 / OTRS::ITSM ManualEnglish

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read-only
Source string location
../../content/itsm-core/agent/services/service.rst:16
String age
a year ago
Source string age
a year ago
Translation file
locale/content.pot, string 814