Forcing a Service When Not Set in Specific Queues

[tomehb]

HI All,

I am trying to create an ACL that forces the user to select a service when a ticket is in a certain set of queues with "Support" in the name and no service has been set in the ticket. I appear to be having great difficulty detecting that No Service is select. Can anyone

1) Tell me where I am going wrong?

or

2) Tell me how I can set a default service to all tickets - this would be a service named undefined then I could edit my ACL and match on this which does work.

Code: Select all

  ConfigChange:
    Possible:
      Ticket:
        State:
        - new
        - open
        - merged
    PossibleNot:
      Action:
      - AgentTicketBounce
      - AgentTicketClose
      - AgentTicketForward
      - AgentTicketPending
      - AgentTicketEmailOutbound
      - AgentTicketCompose
  ConfigMatch:
    Properties:
      Queue:
        Name:
        - '[RegExp].*Support.*'
      Service:
        Name:
        - '[NotRegExp]^[A-Za-z].*'
  CreateBy: tomehb
  CreateTime: 2015-04-26 21:59:17
  Description: ''
  ID: '3'
  Name: Force Service On Support Queues
  StopAfterMatch: '1'
  ValidID: '1'

Thanks in Advance

[catharn]

If I understand, you want to assign services to specific queues ?

If so, i'm interested also to know if it is possible

Have a good day

[tomehb]

If I understand, you want to assign services to specific queues ?

Hi Catharn,

I want either of the following

A) For my ACL to work and hide options to close, reply etc when no service is set - this forcing the Agent to set a service

or

B) For all tickets created to have a default service applied called Undefined, and then I would base my ACL on this.

e.g. IF ticket = service name "Undefined" THEN Hide Options

[crythias]

It is highly recommended to upgrade from 3.0 to at least 3.1.latest->3.2.latest->3.3.latest to account for bug fixes and support. Services are available as mandatory in later versions.

[tomehb]

It is highly recommended to upgrade from 3.0 to at least 3.1.latest->3.2.latest->3.3.latest to account for bug fixes and support. Services are available as mandatory in later versions.

Hi,

Sorry my profile is out of date, we are running version 4,

Tom

[tomehb]

Anyone know how to do this?

[tomehb]

Did this with the second Method, with the generic Agent. See Screenshots,

Screen Shot 2015-05-08 at 21.53.24.png

Screen Shot 2015-05-08 at 21.54.56.png