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?
How to set a generic agent Note to more than 200 chars?
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How to set a generic agent Note to more than 200 chars?
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Re: How to set a generic agent Note to more than 200 chars?
Have you thought about using Ticket Notifications?
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Re: How to set a generic agent Note to more than 200 chars?
or even templates if you're reusing data.
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Re: How to set a generic agent Note to more than 200 chars?
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?
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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Re: How to set a generic agent Note to more than 200 chars?
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
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