Adding SLA/Service Selections in Ticket Reply

[kool_kid]

Hi All,

We are receiving tickets through email and our agents reply them and close them. We would like to mandate the selection of service and sla on our agents. We thought of achieving this in 2 Steps.

Step 1: Add Service/Sla selection boxes to Ticket Reply
Step 2: Make Service/SLA Selection mandatory on Ticket Reply.

I know in Note we can add this functionality using sysconfig but I do not know how to achieve above 2 steps.

Your help is appreciative.

Regards
Kk

[jojo]

not possible without development

[crythias]

You want *every* response to select a service and SLA? That seems pretty harsh, plus it would seem to go against what the "A" stands for. Your agents shouldn't *necessarily* be forced to change the terms of the agreement every time they interact with the customer, should they?

[kool_kid]

Jojo: Is it possible to edit the dtl and pm files and getting going or does it require writing functions and other stuff?

Crythias: Not for all response but rather on first response. The point here is that we are receiving tickets through email and we cannot set Service/sla except when replying to the ticket or adding a note to the ticket. We find assigning the Service/Sla on first response is more appropriate than adding note to each ticket. Once Service/Sla is set we are not gonna play with it. This just to enforce that the agent set service/sla for each ticket. But I agree with your point that agents should not be able to change Service/SLA, any better ideas?

[crythias]

Enable Service in the SysConfig for notes.
Ticket::Frontend::AgentTicketOwner###Service
Sets the service in the ticket owner screen of a zoomed ticket in the agent interface (Ticket::Service needs to be activated).
(allows it to be set) ...
Whether it gets changed or not, you'll have to decide if that needs to be noted, default services assigned (possible) or PostMaster filter (better? But doesn't check anything about the customer) or ...

[kool_kid]

Thanks Crythias.

Do you know of anyway to make it mandatory or submitting note should throw error if this value of service is null?

[crythias]

You might *try* to include the css for required (search the forums) in the dtl.

[kool_kid]

Thanks.

I have found this viewtopic.php?f=62&t=10601 which describes how to make Service Mandatory, let me try this for Ticket Note.

I will post back.