Ticket event notification - Custom Button

[KevinO]

Hello everbody,

I set a notification like this:

- Event: TicketOwnerUpdate
- Send to: Customer of the ticket
- Once per ticket per day

I want to have a little more control over that process.

Is it possible to add a custom button to the agent ticket view, let's say called "I'm on it" which triggers the notification?

So I can ensure it will only be triggered if an agent, willing to work on it clicks the button.

I do not want the system to unintentionally update the owner and therefore trigger the event.

Thanks in advance for any input.

[root]

Hi,

Use a dynamic field to achieve this. E.g. a select field where the agent chooses between "notify customer" and "not notify customer".
Then you have to combine a GenericAgent (search the ticket) which triggers the ticket notification.

- Roy

[wurzel]

Hi

use "lock". As it is designed for it.

regards
Florian

[root]

Hi

use "lock". As it is designed for it.

You're absolutely right, but I experienced sometimes the requirement to have an extra switch for this.

To OP: if always possible keep it simple. If lock is enough for you, use this feature.

- Roy

[KevinO]

Hello all,

thanks for your input.

I agree with you, if you say keep it simple.

But I need to prevent accidently triggers, just today I had the situation:

• Someone worked on a ticket last week, (notification "I work on your ticket" is sent)
  Someone else who's input is needed for further tasks works on the ticket today (another notification is sent out again)

I really want just 1 notifcation per ticket ever. So the best way would be a dedicated button to trigger it once.

So what I did (since we do not use the lock button)

Screenshot_1.png

So all what's left to do is change the link and Action of that Menubutton, how can archive that?

The event is called "TicketDynamicFieldUpdate_Bearbeiten"