Trouble with Freetext/Queues for Agents

[jakezp]

Hi There,

I am trying to get this to work for Agents.

I have been struggling to get this working for a few days now.

I am not sure if what I am doing is correct. I dont even know which dtl file to added it to.

I have been trying to add my code to:

AgentTicketActionCommon.dtl (AgentTicketNote.dtl)
AgentTicketCompose.dtl
AgentTicketEmail.dtl

:in various positions in the dtl files.

I have 4 different TicketFreeTexts and I need to display these depending which queue the ticket is in.

I need the agents to modify the visible free text fields when doing a new Note.

I have 3 Queues currently, QueueA (ID 14) QueueB (ID 16) QueueC (ID18)

When an agent adds a new note to a ticket in the QueueA queue, I need FreeText 1 and 2 to be displayed and When adding a note to a ticket in QueueB, I need FreeText 3 and 4 to display. When adding a ticket in the QueueC (and all future queues) none of the FreeText Fields should be displayed.

I have the FreeText fields configured in SysConfig and when adding a new Note normally all 4 FreeText fields display.

Here is the code I have been trying to add:

Code: Select all

function nonetext() {
      document.getElementById('TicketFreeText1').style.display = 'none';
      document.getElementById('LabelTicketFreeText1').style.display = 'none';
      document.getElementById('TicketFreeText2').style.display = 'none';
      document.getElementById('LabelTicketFreeText2').style.display = 'none';
      document.getElementById('TicketFreeText3').style.display = 'none';
      document.getElementById('LabelTicketFreeText3').style.display = 'none';
      document.getElementById('TicketFreeText4').style.display = 'none';
      document.getElementById('LabelTicketFreeText4').style.display = 'none';
}
switch ($('#Dest').val() ) { //this is where the queue is relevant (Dest = Queue)
    case  "14\|\|QueueA": 
      document.compose.RichText.value = "This is QueueA"; 
      nonetext();
      document.getElementById('TicketFreeText1').style.display = 'block';
      document.getElementById('LabelTicketFreeText1').style.display = 'block';
      document.getElementById('TicketFreeText2').style.display = 'block';
      document.getElementById('LabelTicketFreeText2').style.display = 'block';
   break;
   case "16\|\|QueueB": 
      document.compose.RichText.value = "QueueB";
      nonetext();
      document.getElementById('TicketFreeText3').style.display = 'block';
      document.getElementById('LabelTicketFreeText3').style.display = 'block';
      document.getElementById('TicketFreeText4').style.display = 'block';
      document.getElementById('LabelTicketFreeText4').style.display = 'block';
   break;
   default:
      document.compose.RichText.value = $('#Dest').val(); 
      nonetext();
}

Can someone please assist me with this...

Thank you,