Hi,
My agents need to have access to all dynamic fields, even if the ticket is locked.
And they also need to automatically set the ticket owner to the current agent when the agent update a specific dynamic field.
Does somebody know how to do that ?
First, I used "RequireLock"=Yes in ViewFreeText configuration. That is good for the second point, not for the first one : only owner agent can view dynamic fields.
I turned it off. That's good for the first point : all agents can see ticket's dynamic fields, but the owner is not automatically set on update.
I searched in GenericAgent and I found that I can specify an event trigger on my dynamic field update, but I can't see how to update ticket's owner to the current agent.
Should I use "Ticket commands" ? In that case, how should I fill the CMD field ?
The "Update/Add Ticket Attributes" menu doesn't seem to be suitable for my use as I can only specify a specific agent to become the new owner not the current agent.
Thanks for your help.
Egareg JAOUEN
Change owner on specific dynamic field update
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crythias
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Re: Change owner on specific dynamic field update
You have the permissions backward. A locked ticket should not be changed owner *because* a field was changed. A locked ticket should change owner to *enable* a field to change.
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elitt
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Re: Change owner on specific dynamic field update
I agree with that.
But is it possible to offer read-only viewing mode to dynamic fields to other agents ?
A good option is to display the dynamic fields values in the ticket view zoom... but even if I can use textarea as dynamic fields, I can't display them as textarea in ticket view zoom. Their values are truncated after 13 characters and it is not very comfortable for agents.
When looking after an event trigger based on update of a specific field, I mean that this specific field will be filled first by the agent. By filling this dynamic field, the agent says "I am taking ownership on that ticket".
I would like to convert two different actions (taking ownership by clicking on "owner", then choosing himself as owner, then clicking on "submit" AND filling the dynamic field) in one (filling the dynamic field give the ownership to the current agent). Is it possible ?
But is it possible to offer read-only viewing mode to dynamic fields to other agents ?
A good option is to display the dynamic fields values in the ticket view zoom... but even if I can use textarea as dynamic fields, I can't display them as textarea in ticket view zoom. Their values are truncated after 13 characters and it is not very comfortable for agents.
When looking after an event trigger based on update of a specific field, I mean that this specific field will be filled first by the agent. By filling this dynamic field, the agent says "I am taking ownership on that ticket".
I would like to convert two different actions (taking ownership by clicking on "owner", then choosing himself as owner, then clicking on "submit" AND filling the dynamic field) in one (filling the dynamic field give the ownership to the current agent). Is it possible ?