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Article split is missing some fields #4

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niccord opened this issue Aug 27, 2021 · 2 comments · May be fixed by #5
Open

Article split is missing some fields #4

niccord opened this issue Aug 27, 2021 · 2 comments · May be fixed by #5

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@niccord
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niccord commented Aug 27, 2021

Either with a phone or an email new ticket, the split functionality doesn't bring some fields:

  • type
  • service
  • service level agreement
  • impact

Add those fields to the user interface.
@niccord niccord linked a pull request Aug 27, 2021 that will close this issue
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@bschmalhofer
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Hi @svenoe , @niccord

I tested the PR on an OTOBO 10.0.x installation with all ITSM packages installed. For testing I added a dummy customer user, service, and SLA. The changed file AgentTicketPhone.pm worked fine. When splitting from an article the new ticket contained the preset values from the original ticket.

But two questions remain:

  • Is this feature specifc for ITSM ? Service and SLA also exist in core OTOBO.
  • Should the behavior really be changed? One could argue that the agent should be forced to select the relevant categories for the new ticket.

@svenoe
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svenoe commented Mar 25, 2022

I am not so sure either, I have to discuss this with the consultants, I guess.

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Add missing fields in article split niccord/ITSMIncidentProblemManagement
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@bschmalhofer @niccord @svenoe