Update customer in TicketAgentNote?

[hkais]

Hi there,

just trying to find a path of how to enforce the setting of the right Customer for tickets with unknown e-mail-addresses.
As an example it would like to add customer selection in TicketAgentNote, so if a customer was not set to the ticket, the agents have to define a customer here.

Is it possible at all?
If so, how?

[skullz]

I wonder why not using existing Customer tab function ?

cu_tab.png

Then control it by ACL.
ACL 1 => Disable certain menu module by default. E.g: Compose, Note, Pending, etc..
ACL 2 => Enable back the menu module upon customer id detected.

Code: Select all

Properties
    CustomerUser
         UserLogin:
            [RegExp].+
 
PossibleAdd
    Action
        AgentTicket******** 

[hkais]

I wonder why not using existing Customer tab function ?

That is a matter of UX

Users tend to use their common practice to work. This means to write a note, to write a reply and so on.
Now if you enforce them here to update the customer, they will have the option to do it in one step.

Your proposed way will result, especially for the new guys into:
"dear supervisor, dear mentor, why is my note button gone for this ticket?"
bad UX: since no hint for the user

but if you request the details at situations, there a agent is required to do something
AND
you report it that something is missing, guess if the data will be implicitly be filled, since obvious?

AND the next bigger issue:
if the customer was automatically assigned, but it is wrong your ACL will not work, since the users tend not to fix it if they do not have to do it.
In the operations they work, if they see it they will probably also fix wrong customers, since done in only 2-3 additional clicks during hte process required to do so.

[skullz]

Thats what can be done without custom development..

With custom dev,
- write notice module that check on customer data and display notice
- write output filter content to highlight button etc / popup no customer etc
- write dynamic field customer module to have the field at agent ticket note
- call back the customer update module at agent ticket note

**All that needs development.

[hkais]

Thats what can be done without custom development..

With custom dev,
- write notice module that check on customer data and display notice
- write output filter content to highlight button etc / popup no customer etc
- write dynamic field customer module to have the field at agent ticket note
- call back the customer update module at agent ticket note

do you have examples of similar solutions to share?
We are okay to implement something in that direction

[skullz]

i have write some simple notice to check on customer user, service, sla
https://github.com/mo-azfar/Znuny-Agent ... oom-Notice

2. Further idea maybe use of https://opar.perl-services.de/dist/Dyna ... able-7.0.1 from reneeb
Populate customer data into it and enable it at some screen e.g: AgentTicketNote.

Of course, an event module needed to update ticket customer user based on the dynamic field.

3. Depends on how further you want to go, make the field mandatory / hide show upon customer data is empty or invalid.

That just the idea for 2 and 3