DanielSoto

So, I've found a workaround, but it doesn't make sense with the documentation. Short answer: Set both the Team and the Agent as part of the Customer organization (Org B, in my case). Long answer: From what I understand, the support team, since comes from my organization (Org A), should be stated as part of Org A. The relationship between organizations, according to the documentation, is set through the Service Management, using the contracts and delivery models to identify who provides which services...

Oh, that did the trick, thank you very much. Oddly enough, while the structure is now correct and the service is runnning, now the "group" and "analyst" fields are empty when creating a ticket. This is similar to the issue posted in the following topic: https://sourceforge.net/p/itop/discussion/922361/thread/d514d43b/ From the responses there, it should be something related to the service management options, but from what I see in the Delivery Model, everything seems to be properly set (I also tried...

Hi, I'm trying to implement a basic ticket service, using the documentation as guide: https://www.itophub.io/wiki/page?id=2_4_0%3Aimplementation%3Astart The idea is simple, Org A (my organization) provides the service to Org B (my client). Org A has a support team, with 1 contact (agent A). That person is asociated with his own user account, under Org A. Org B has 1 contact, with his own user account. This is the account which will be used to create the incidents, that will be resolved by the person...