Add new field to Generic Agent

[bayerex]

Hi all,

I've created a new field "VIP" in the customer_user table. Agents now have the possibility to select and indicate if the customer is a VIP or not.

The question comes now whether it's possible to add this field to generic agent so that if any VIP customer creates a ticket then notifications can be generated from that. Fail that, I guess we could just add the customer number but this would be the prefered method.

Thanks in advance.

[crythias]

If these are VIPs, perhaps you might need a VIP queue which would take care of most of this request. Generic Agent would be too slow. Postmaster Filter would be "better" but it doesn't natively support customer information. However, it does look for "From" email addresses and then can set the queue accordingly.

[seberget2]

Generic Agent would be too slow.

If you since you posted this question have upgraded to 3.3.3, you could use the new 'event' part of Generic Agent. You would 'act' on the 'Ticket: TicketCreate' event and do what's needed there.

Postmaster Filter would be "better" but it doesn't natively support customer information. However, it does look for "From" email addresses and then can set the queue accordingly.

You could here then attach a 'note' or whatever you like, but as mentioned above there is no information (natively) about the CustomerUser or CustomerCompany in GenericAgent

[Sascha79]

Write your own module for generic agent and trigger it by event.