How to set a generic agent Note to more than 200 chars?

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hkais
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How to set a generic agent Note to more than 200 chars?

Post by hkais »

The Note seems to be limited to 200 chars. Especially in the generic Agent, which we use to give instructions, are 200 chars very limited.
How can I define a more lengthy limit, e.g. 400 or even more?
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shawnbeasley
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Re: How to set a generic agent Note to more than 200 chars?

Post by shawnbeasley »

Have you thought about using Ticket Notifications?
crythias
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Re: How to set a generic agent Note to more than 200 chars?

Post by crythias »

or even templates if you're reusing data.
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hkais
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Re: How to set a generic agent Note to more than 200 chars?

Post by hkais »

Hi there,

after having Znuny 6.0 installed getting back to this requirement

Just try to understand your approaches in combination with our requirement

Requirements:
- order/sort/assign specific tickets of specific clients or client systems to specific queues or agents
- criteria can be nearly everything of a common article/ticket (from, to, subject-like-expression, body-like-expression)
- mostly trigger is based on "ArticleCreate" Event, so it is executed on "entry" to Znuny
- based on this "select" agents get already a short documentation (link to wiki plus brief what to do) into the note added (sadly 200chars are too small)
- be able to modify "select" rules for tickets. E.g. clients change behavior or system and the previous select criteria are not working anymore
- now you want to modify the old select criteria for tickets and "rerun" the execution to do the corresponding updates.

So far I have not fully understood how to make these requirements possible with Ticket notifications or with templates?
Maybe there are even better options with Znuny and I do not know them?

Especially the "rerun" I could not find in any of your suggestions. Could you clarify?

@crythias: also fully unclear what you ment with "templates". Templates in GAs?
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Johannes
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Re: How to set a generic agent Note to more than 200 chars?

Post by Johannes »

just my 2cts...

If you really want to go this way using the GA:
I would just post links to matching Knowledge Base / FAQ entries.
No problem with "more" Information.
The context would be "the right" one and they can easily be extended / enriched.
FAQ is easy to use and to search.

Regards
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