Hi,
I'm trying to add few more ticket states.
Within those, agent would need to have possibility to change the ticket state, after ticket is assigned to particular agent (like "wip" - work in progress), see snip
I've tried several option, didn't work.
Any suggestions?
Thank you.
Aleksandar.
[SOLVED]Changing ticket state from agent interface
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[SOLVED]Changing ticket state from agent interface
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Last edited by alek12z on 26 Apr 2021, 14:54, edited 1 time in total.
Re: Changing ticket state from agent interface
Hi,
check ForceStateChangeOnLock in system configuration.
kind regards
Flo
the "wip" state as you call it, is usually done by the function "locked" or "unlocked"
check ForceStateChangeOnLock in system configuration.
kind regards
Flo
the "wip" state as you call it, is usually done by the function "locked" or "unlocked"
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Re: Changing ticket state from agent interface
Hi Flo,
Thank you very much for your answer and notes.
I already set the setting, which indeed set the newly submitted ticket state to "open" instead of "new"(snip 001), also part of desired configuration.
1. What I would like to achieve is the option within assigned ticket from particular agent interface, to be able to set/update ticket status, by setting it up to "wip"(work in progress) on opened tickets, once agent starts with work on the ticket.
2. As possibility, comparing to current "type" ticket states available within particular ticket(like "Close" or "Pending" - snip 002), if there option to add ticket type "open"-snip 002) and then select different states, will be perfect
KR,
Aleksandar
Thank you very much for your answer and notes.
I already set the setting, which indeed set the newly submitted ticket state to "open" instead of "new"(snip 001), also part of desired configuration.
1. What I would like to achieve is the option within assigned ticket from particular agent interface, to be able to set/update ticket status, by setting it up to "wip"(work in progress) on opened tickets, once agent starts with work on the ticket.
2. As possibility, comparing to current "type" ticket states available within particular ticket(like "Close" or "Pending" - snip 002), if there option to add ticket type "open"-snip 002) and then select different states, will be perfect
KR,
Aleksandar
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Re: Changing ticket state from agent interface
HI, to exactly has another custom menu, you have to write another module..
the easy way i can see is by using another existing menu, maybe Miscellaneous > Free Text
- to enable state selection in this screen, refer System Configuration > Ticket::Frontend::AgentTicketFreeText###State
- (maybe) to remove this menu from 'Miscellaneous' group , empty the value of 'ClusterName' at System Configuration > Ticket::Frontend::MenuModule###310-FreeText
the easy way i can see is by using another existing menu, maybe Miscellaneous > Free Text
- to enable state selection in this screen, refer System Configuration > Ticket::Frontend::AgentTicketFreeText###State
- (maybe) to remove this menu from 'Miscellaneous' group , empty the value of 'ClusterName' at System Configuration > Ticket::Frontend::MenuModule###310-FreeText
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Re: Changing ticket state from agent interface
Actually,
I found workaround, that is working fine:
Ticket::Frontend::AgentTicketNote###State
Here, i can set the state of the ticket.
Thanks.
Aleksandar
I found workaround, that is working fine:
Ticket::Frontend::AgentTicketNote###State
Here, i can set the state of the ticket.
Thanks.
Aleksandar